Complaints

This profile includes complaints for Echelon Fitness Multimedia, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Echelon Fitness Multimedia, LLC

  605 Chestnut Street Suite 700 Chattanooga, TN 37450

• 

  Echelon Fitness Multimedia, LLC

  1400 Market St STE 122 Chattanooga, TN 37402-4429

• 

  Echelon Fitness Multimedia, LLC

  6011 Century Oaks Drive Chatanooga, TN 37416

• 

  Echelon Fitness Multimedia, LLC

  605 Chestnut St Chattanooga, TN 37450-0003

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a bike through Costco in January 2022 which included a free one-year membership. The product was fine and the free membership was used for perhaps a couple of months, but not since.
  
  On January 20, 2023 I noticed a charge of 49.99 on my credit card (dated January 8, 2023) for a monthly membership fee. I was not sent an email renewal notice prior to this happening, as I would have canceled this prior had I known it was automatically renewing.
  
  I contacted customer support on January 20 by email explaining the above, and requesting membership cancellation and refund for the charge.
  
  I received a response on January 27 from Dejanae, ticket #*******, and was told ok no problem they can process this, but would I be interested in keeping the membership with a 30% discount. I declined the offer as I said it wasn't a price issue, I simply was not using the membership, and please go ahead with the cancellation and refund.
  
  Dejanae proceeded to cancel the membership, but then told me that he won't issue a refund because it was after the '72 hour window' of notification after the Jan 8, 2023 charge.
  
  I replied that I only noticed the charge on my credit card statement on January 20 at which point I immediately contacted Echelon.
  
  Again Dejanae refused saying it was 'company policy', no refund.
  
  To be clear, I didn’t know it was auto-charging, I received no notification of such, and I wasn’t aware of the charge until I got my credit card statement. It wasn’t that I tried out the service and didn’t want it anymore and didn’t call in time. Echelon can verify that my membership hasn't been logged into or used since earlier in 2022.
  
  I simply would like a refund for the 49.99 and the membership canceled.

  Business Response

  Date: 02/10/2023

  Hello ******,

   We are sincerely sorry for the inconvenience and frustration. We are making sure that membership is canceled for you and also refunding the monthly charge. Please allow 3-5 business days for this to reflect in your financial institution. 

  Customer Answer

  Date: 02/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:01/30/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 01/11/2023
  Amount paid: $1972.08
  I purchased a rower which the company committed to having delivered in 3-6 business days.
  I have not received the rower to date and Echelon wants me to talk to their shipper. I have spoken to the shipper several times and they have not been helpful. I have requested Echelon to cancel my order but they refuse to till they get the rower back from the shipper.
  Order # ******
  Tracking # **********
  Shipper: Nonstop Delivery based out of ********** **.

  Business Response

  Date: 02/08/2023

  Hello *****

    Your order was delivered on 1/31/23. We hope that you are enjoying your equipment and we apologize for the shipping delay!

  Business Response

  Date: 02/18/2023

  *****

   Thank you for your patience. We will be processing a refund for the $98 deliver and assembly fee. Please allow 3-5 business days for this refund to reflect your account. 

  Customer Answer

  Date: 02/21/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 5, 2023, I received an email thanking me for my payment of my annual premium membership for $399.99. This email came as a shock to me, as I had not authorized this payment, nor did I receive any correspondence in regards to some impending recurring or automatic payment. I immediately contacted Echelon about my issue through their chat service and I was told that my refund would be processed in 4-7 business days (ticket #1126622). On January 9, 2023 I contacted Echelon service again since I received no further correspondence and spoke to Austin G*****. I was informed that my refund request was not properly submitted by the previous employee (Tony M.), and he assured me he would escalate it. After still receiving no response, I called again and spoke with Rueben *** on January 16, 2023 (Ticket #*******). I was again informed that the submission was improperly executed by the previous employee, and I was instructed to send proof of the charge, which I did the same day, and I was told this time that the refund would be processed in 7-10 business days, and I also received a receipt email stating they received my information and submitted it properly. I received no further contact from the 16th until the 20th. I called and was informed that my request was in the queue for refund, but the ticket would be combined to help expedite the refund. I called again on the 24th since I had no refund and no correspondence and I was told there was no one higher I could speak to and was told it "should be processed very soon". I called once again on January 27, 2023 and received the same response, with no further information. It has been 17 business days since $399.99 was debited from my account and I have yet to receive my discount. This has caused personal anguish and has affected my family's quality of life this month. I would like my money immediately, and my financed equipment discharged or picked up and refunded as well. This company's actions are unacceptable.

  Business Response

  Date: 02/08/2023

  Hi *******,

   I wanted to let you know that your refund was processed on 1/30/23. 

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday, January 28, 2023
  
  Dear BBB.org
  
  On 1/8/2033 … Echelon Fit ran an unauthorized charge on my credit card in the amount of $399.99.
  
  I have called Echelon numerous times to cancel and reverse this charge and to no avail. When I finally got ahold of someone in customer service (1-833-937-2453) on 1/14/2023 I stated the issue with Myra or Myla (she was not very clear with the articulation of her name), and she offered the Select Plan of $15/month. Thinking is this a viable option, I agreed to her offer. She indicated it will take 24 hours to process the change and a week to issue the credit of $399.99.
  
  She also indicated the yearly the subscription of the Select Plan at $15/month which equals to $180 for the year will be taken out of the $399.99 that was charged on my credit card. I did not agree to that offer instead I countered the 15/month will be paid on monthly basis and gave her the authorization to auto pay it on my credit card. I made it clear the $180 is NOT to be taken out of the $399.99 I asked the full amount of $399.99 be refunded in its entirety.
  
  Since that day numerous phone calls and emails have been made contacting Echelon to get this issue resolved and nothing has been done. Instead their response is the same song and dance … “ it’s a busy time of the year for Echelon.” I don’t understand how that could relate to this situation, which, of course, is not the solution to the issue. It’s very simple the only response that I ask of Echelon … when this issue be resolved.
  
  It’s been frustrating contacting Echelon. To this day, Saturday, January 28, 2023 there has been no progress. I even called this morning at 815am and there was no answer. Naturally I left another voicemail.
  
  Could you please help contacting Echelon and getting this issue resolved on a timely manner.
  
  Your assistance in this matter is greatly appreciated.
  
  Sincerely,
  **** ******
  Cell/Text: ************
  Email: ******************

  Business Response

  Date: 02/08/2023

  Hello *****

    Your refund was processed on 1/8/23. We have resent the email receipt for this refund. 

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased rower Jan 2021. Began having issues that spring. Months and months of calls and emails, someone finally worked case and replaced rower in September. They advised via email that subscription would be extended for all time unable to use. January 23rd ,2023, subscription ran out. I emal the contact. She replied "let me take a look" but has stopped responding. So again equipment I am paying for that I can not use.

  Business Response

  Date: 01/31/2023

  Hello ******,

   We will be putting on a trial for 7 months for the time that you were not able to utilize your subscription. This date is based off of the first time that you reached out to Echelon with any issues on your equipment. 

  Customer Answer

  Date: 02/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought the exercise bike a year ago. We forgot to stop the renewal of another year of service. We were charged $399.99 on Dec 25. We contacted them on Dec 26 to terminate the agreement and requested a refund. We were told we would receive the refund in 7-10 business days. I have contacted them numerous times and they just continue to tell me that they will put a new request in with a different claim number. I have not been able to talk with a supervisor or anybody in the billing department. I just keep getting told it’s unacceptable how long the refund is taking but have not had any communication as to when I will officially receive a refund. It’s now January 27th and still haven’t received a refund.

  Business Response

  Date: 02/07/2023

  Hello ********, 

    I wanted to apologize that it has taken so long to get this charge refunded to you. I am working on getting this complete for you right now and will update you once this is complete. 

  Customer Answer

  Date: 02/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  The company finally today (2/7) issued a refund after making 8 calls and numerous emails.

  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:01/20/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an exercise bike and also paid to have it assembled during the delivery. Upon delivery 1/12/2023, the delivery man refused to assemble my bike stating he was "too busy and didn't have time". He said rest assured the company will contact me for an assembly date. I have since called the company 4 times and escalated my case no response from this organization. I also called the delivery company NSD, no resolution from them. They say they don't have access to schedule an assembly appointment. It's over a week since delivery and no results this far. I was also billed for a monthly subscription service for exercise classes which I have not been able to use as the machine is not assembled yet. Over and over I have called and each time a new representative tells me nothing to do but to escalate again to a manager. No manager has contacted me in a week. This organization is unscrupulous and neglectful in the treatment of customers. I paid over one thousand dollars ( and $200 for assembly) for an item that's currently sitting in a box on the floor. Can you help me ? I do not know who else to contact.

  Business Response

  Date: 02/06/2023

  Hello *******,

   I am sincerely sorry that you have been waiting on an assembly refund and for assembly to be preformed. However, we are unable to issue any sort of refund of schedule assembly when there is an open chargeback on the account. This would need to be closed by the customer before we can issue a refund or schedule assembly. 

  Business Response

  Date: 02/16/2023

  Hello *******,

   I just wanted to follow up and thank you for your patience while we worked on your refund. Your refund was processed on 2/13/23.

  Customer Answer

  Date: 02/17/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The customer service received from this company is absolutely atrocious. I purchased a bike in 2021 and it took customer service 3 months to resolve an issue with the pedals. I enjoyed my bike and my classes, until they deactivated my account, even though they charged my card for my annual membership. When I reached out to customer service, no one could give me a straight answer. They finally "escalated" the issue and said I would receive an email with the resolution. No email, but my card was refunded two days later. Not what I wanted. So, I went on their website and saw that I could sign up for a 2 year membership and receive a free rowing machine. My mistake for trusting that this was a good idea. The company that delivered the rowing machine was supposed to bring it in, set it up and get my signature. They left it sitting in my driveway in the pouring rain with the box damaged. When I called Echelon about it, they said I had to call the delivery company back and tell them to come get it. When I did that, the delivery company said I had to call Echelon back and get an RA number. I called Echelon back and told them they needed to contact the delivery company to give them an RA number and have it picked up. Three days later, it was picked up. 2 weeks later and I still have not received a refund. No one in customer service has been able to give me the same answer twice and no one is able to connect me with a manager or someone in corporate. My issue has been escalated multiple times and I've been assured each time that someone from corporate would be contacting me and I have yet to hear anything from them. It is clear to me why this company is not an Accredited BBB. I will ensure that none of my family or friends EVER purchase anything from this company. I will be contacting my credit card company next and determining what the daily interest is that I have paid as well.

  Business Response

  Date: 02/01/2023

  Hello *****

    I am able to see where you received the free rower with the purchase of the 24 month membership on 12/23/22.The equipment was returned and you were refunded on 1/19/23. Echelon is unable to compensate daily interest on a personal credit card. 

  Customer Answer

  Date: 02/02/2023

  
  
  Better Business Bureau:
  

   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12-29-22, I ordered an Echelon Stride Auto-fold Treadmill from the website. I purchased this with financing from the website. On January 4th, I had to cancel the order. The product had not been shipped at this point. When calling customer service, most of the time I could not get anyone on the phone. When I did talk to somebody, they would tell me that a "ticket" would be put in for cancellation. On January 9th, I received an email that the order that I cancelled on January 4th had been shipped. The only response I can get at this point is through FB messenger on their FB page. I was told to refuse the delivery, and a refund would be issued. In the meantime, a free mat that they sent me was rerouted and sent back to them without ever reaching my house. I asked to talk to a supervisor, and was advised that if it was deemed appropriate for a supervisor to call me, it would take 10-14 days to receive a call.
  
  I have not received this equipment, and all I want is the refund back to the finance company so that I am not charged interest. The company is just giving me the run around.

  Business Response

  Date: 01/31/2023

  Hi ********

   We were able to get that order refunded for you. We are extremely sorry for the inconvenience. 

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/2/22 I received my echelon stride treadmill. Upon receipt I noticed a strange noise when the treadmill belt was activated. I contacted customer support with the issue. We tried to trouble shoot the problem but to no avail. He said he would contact a support technician to come help fix the machine. I reached back out on 12/6 for an update and no response was given. On 12/7 I contacted echelon again requesting to return the treadmill which was within the 30 day full refund policy. I continued to contact echelon over the next couple of weeks. On 1/3/23 I spoke to a manager and they said they were going to process the refund and schedule someone to pick up the treadmill and to allow 7-10 business days for the return to happen. Here it is 11 days later, no return label and no refund issued.

  Business Response

  Date: 01/31/2023

  Hello *****

   We apologize for the issue that you have had with your equipment and we will be able to process the refund since the equipment has now been picked up.