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:01/13/2023

  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.

  I placed an order for a treadmill and associated online subscription service on 11/25/2022. Upon initial shipment of the item via the carrier NSD, a charge of 1462.39 was issued to my credit card. Delivery was estimated to be between 6-10 business days. Following this time period, I still had not received the product. Three attempts on my end were made to contact the NSD shipping partner, no efforts were made to deliver the product. Beginning on 12/28/2022, I reached out to Echelon Support to ask for help on their end. They assured me the issue was being "escalated" through their chain of command and that they would also reach out to NSD. Still no delivery of item. A subsequent call was made to Echelon on 1/2/2023 where Echelon again "escalated" the issue to re-send the item via FedEx. No confirmation of the attempt at resolution was sent. Again I called on 1/5/2023 and the issue had not been addressed and so I cancelled the entire order and requested a full refund. The representative stated that a refund would be issued and a confirmation would be sent. Today, 1/13/2023, I called Echelon support again as there had been no refund to my account and the representative states that my issue had been "escalated" but not processed thus no money had been ordered refunded on their end.
  It has been 49 days and counting of having paid for a product that has not been received, and now is essentially being non-refunded due to lack of action on the part of Echelon. I have tried dealing with this through the appropriate channels of support and find there is still no resolution of this issue.

  Business Response

  Date: 01/24/2023

  Hello *******,
    Please see the email that was sent to you so that we are able to provide you with the appropriate service. 

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair 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 purchased an Echelon EX-3 bike in November, 2022. I received the bike and after assembly, the resistance of the magnetic flywheel wouldn't change. I contacted customer support who, after three weeks, finally shipped me a replacement "encoder wheel" which was not compatible with my EX-3. The replacement part was shipped in a blank box with no instructions on how to install it. After I asked a customer service representative how to install the part in my brand new EX-3, I was emailed a youtube video and discovered they sent me the wrong encoder wheel. I was then told I'd receive a replacement bike.
  
  I have contacted ten different customer service representatives since the beginning of December and have received no update on getting a replacement EX-3. The representative that filled out the initial replacement form omitted my serial number and proof of purchase, so I had to call them and fix that. I've been caught in a cycle of "this matter is being escalated" for almost two months with no resolution. I spent 600 dollars on a piece of exercise equipment I haven't been able to use once.

  Business Response

  Date: 01/24/2023

  Hello *********
   Thank you for your loyalty and allowing us to resolve this issue. I am able to see that your replacement bike was delivered on 1/18/23. 

  Customer Answer

  Date: 01/24/2023

   
  
  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.
  
  
  
  

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair 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.

  On Nov 22, 2022 I purchased an Echelon Connect Bike EX-5s Total: $1483.51. I verified the 30 day satisfaction guarantee, and that someone would be sent to disassemble and remove the bike for me and that there would be no restocking fee.
  Bike Delivered Dec 5, 2022 (white glove service assembled the bike and removed all packaging from my house). I was told this service was required even though I didn’t want to pay for it.
  Started refund return claim Dec 20, 2022 (Return #******) Spoke to Petar N: advised I was unhappy with the bike and it does not work as advertised by the sales person. Stated I want to return the bike for a refund because I qualify for the 30 days satisfaction guarantee. I was told “May you please the return request to *********************************** “
  I submitted return request.
  Got an email telling me my request was saved and to call 1 (833) YES-BIKE to complete the refund return.
  I called and explained that I don’t like the bike and that it doesn’t perform as the salesman stated. I explained that I was told the bike had ride features that don’t actually exist. I was told refund request was submitted and to wait for confirmation.
  12/21/22 got an email stating my “warranty return” was approved and to send the return bike back in the box the “new bike” is coming in by Fed Ex Shipping label.
  I did not want a new bike, I wanted to return mine for a refund. So I called and spoke with Vera to explain the error and get my refund. I also explained I was waiting for someone to disassemble and remove the bike. Vera “escalated “ the issue to be fixed. I was told to wait for response. On 12/26/22 I called and spoke with Kaitlyn who advised Vera messed up and it needed to be escalated properly. On 12/27/22 I spoke with an agent who “escalated” it and told me to stop calling so much. On 01/02/23 agent Dana said I’m now outside my 30 day return window. I explained the issue and she “escalated” it again.
  Nothing is being done and they delaying process.

  Business Response

  Date: 01/24/2023

  Hi *****,
   I will reach out to you via email so that we can get this taken care of. I do want to let you know that there was not a bike replacement order created. The only order aside from your original order was for a return box so that the original bike can be shipped back. 

  Business Response

  Date: 01/31/2023

  *****,

   The order that was created was for an equipment return box. The equipment how now been delivered to the warehouse and we can begin processing your refund. This may take 3-5 business days to reflect on your financial institution. 

  Customer Answer

  Date: 02/03/2023

  
  
  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:12/30/2022

  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.

  I ordered an Echelon Row Sport for my husband at the beginning of December for Christmas. The price listed through Walmart retails this rower over $597.00. We received the rower on 12/12 and immediately installed and followed the steps to have it sync to our Echelon App as we are already loyal Echelon customers as we have the Connect Sport Bike. Once installed the Bluetooth connected to the rower to identify it however when doing a class we realized that it doesn’t track output, stroke count, calories or distance. These are all 0. The resistance seems to work and it will increase and decrease. As this problem did not rectify after our troubleshooting through Echelons FAQ I contacted Echelon through Facebook on 12/12 in the evening about this issue. They asked for my proof of purchase and model number which I provided. They also attempted troubleshooting with us such as deleting the app and reinstalling as making sure the firmware was up to date which it was. None of these methods fixed our problem as the rower still only reflected 0’s for the stroke, output, distance, etc. I was told on 12/13 by Echelon they created a support ticket and I would be contacted via Facebook or email for assistance. No response I followed up on 12/15 which they advised they submitted the ticket and they would contact in 2-3 business days. After no responses in the promised time I followed up on 12/20 which was after hours thus Echelon responded on 12/21 they were looking into it and also advised that they haven’t heard from their team members. When I asked for my support ticket and when the team would reach out they advised they didn’t know and pawned me off to the 1-833-YES Bike number which I called twice leaving messages. I did get an email from a support rep on 12/22 who ended up ghosting me. Needless to say this 38 million dollar company has absolutely awful customer service and I still have a broken rower and have been provided with no resolution or options to fix!!!!

  Business Response

  Date: 01/10/2023

  Hello ********

   We are able to locate tracking information and it is scheduled for delivery today, 1/10/23. This item was out of stock which is what caused the delay. We are terribly sorry if that information was not communicated to you. The customer service manager will be notified of the issue with the lack of communication so that it does not happen again. Thank you for your loyalty to Echelon. 

  Customer Answer

  Date: 01/19/2023

  
  
  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:12/29/2022

  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.

  Contacted echelon fitness via there website and virtual agent assisted me with a part and invoice for new bike pulley belt. Paid in full $17.12 for part and invoice ECH#******. I have contacted via phone on 3 occasions and email 5+ times to get an order update and I keep getting told they do not know the status of my order. I have an exercise bike I can’t use and waiting a month + for a part is unacceptable and unprofessional

  Business Response

  Date: 01/10/2023

  Hi *****,

   It does appear that your order has shipped and it scheduled for delivery on 1/12/23. This particular item was on back order and we were not given a date as to when they would arrive at the warehouse. 

  Customer Answer

  Date: 01/12/2023

  
  
  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:12/28/2022

  Type:Delivery 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.

  Ordered treadmill on 11/22/22 and have still not received as of 12/27/22 despite multiple requests to Echelon and NSD shipping company for delivery update. I even had to ask the shipping company to find my treadmill because it was never checked in at the terminal. How is this an acceptable business practice? Is this treadmill going to arrive broken? Will it EVER arrive? After reading horror stories of other NSD complainants, I’m skeptical that this interaction is going to turn out well, though I hope to be proven wrong. I have also filed a complaint against the shipping company. Please use a different shipping company, Echelon, and help your customers when they have difficulties because of business choices your company made.

  Business Response

  Date: 01/10/2023

  Hi *****,

   Echelon is reaching out to NSD in regard to your delivery. The current status that is showing is that there is a weather delay. You will receive an update as soon as we receive a response from NSD.

• Initial Complaint

  Date:12/28/2022

  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.

  I purchased an echelon fit bike in May 2020. I had a few issues with the bike initially- one of the pedals flew off while I was riding and caused an injury to my calf. I also needed a replacement seat. Customer service helped at the time.
  In the past month my bike has stopped connecting via Bluetooth. I have reached out to customer service numerous times. No one seems to be prioritizing this. I have tried everything. At this point I am requesting my subscription be canceled and the bike be removed since it is no longer usable.
  I can forward all my email contacts with customer service if needed.

  Business Response

  Date: 01/10/2023

  Hello ******,

   Please accept our sincerest apologies for the issues that you have has with Echelon. You have been sent an email so that we can work together for a resolution. 

• Initial Complaint

  Date:12/28/2022

  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.

  I purchased a new connected stationary bike from Echelon on November 5th. I also paid an extra fee of $200 to have it set up. When it arrived I scheduled with the assembly company to come set it up, which they did. However, when I went to use the bike the next day, the resistance knob did not work - it moved, but it did not change the resistance. I emailed the company, as well as spoke on the phone with them. It took a while, but they finally sent a replacement "encoder wheel." They did not contact me about this, I only found out when they shipped it. Once that piece arrived, I scheduled again with the assembly company to come replace the part. When the man arrived to do the work we discovered that there were no instructions for the specific bike I had purchased, only other bikes that they sell. When I called Echelon, the rep was unable to tell me whether this part worked for the bike. She said she would have to get back to me (which she never did). We also discovered that evening that the lights on the bike were not working. When I called again, I was told that the whole bike would have to be replaced. I was asked to send a video, which I did immediately, and received no response. I had to call back several times, and after first saying they were going to refund me (which I did not want), they finally sent a new bike. This bike arrived on Dec. 16th. I contacted them again to find confirm that they would send the work order to the assembly company again, which they said they would. They also said they would have them remove the bike that doesn't work. They were supposed to get back to me within 48 hours. They did not. I called again and was given the same info: "we will escalate this request and someone will get back to you." That never happened. I called again and told them it was the last time I was going to call before I contacted BBB. At this point, I have spoken to the company probably 10 times on the phone, and no one has ever gotten back to me at all.

  Business Response

  Date: 01/10/2023

  Hi *****

   We were able to locate on the tracker where your information was shared with the assembly company on 1/3/23. It is notated that they did try to call you but there was not answer. Please be on the lookout for an email so that we can make sure that you are able to get in contact with the assembly company in order to assemble your new bike and remove the old.  

• Initial Complaint

  Date:12/28/2022

  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.

  I purchased a tread 5s treadmill and reflex mirror prior to Thanksgiving - just under 4K. Tread and reflex scheduled to arrive 12/8 and 12/9, different carriers. Got the tread, no reflex. Tread has never worked. First software issues the after the software seemed to work, turned on and tread died after working roughly 30 seconds. Called in on 12/9 and had to leave message. Receive email instructions on 12/12. Continue to work with customer service through emails all week. Finally reached a human being 12/16 to report the dead tread and missing reflex, who said she would escalate and send tech to my house. She would also research the missing reflex. Received text asking me to confirm a delivery date for reflex same day, 12/19 and I did, but no delivery arrived. I called carrier and left message. 12/22 still no tech or reflex, called again and reached customer service. Told they would escalate and that their records show reflex was delivered on 12/9. I have around 10 days to obtain rma for tread and really concerned about losing my money. The delivery crew took all packaging and not sure how I can dissemble and return treadmill. Also the reflex was $1500 and clearly it was lost. Very suspicious that the carrier shows it was delivered. I can’t afford to lose $4000. A total waste. Time & money. 191012 is the order number. I emailed again 12/25 request assistance as I do not have original package and I am afraid I will also be responsible for a reflex I never received. No one with authority will speak with me.

  Business Response

  Date: 01/10/2023

  Hey *****,

   I wanted to let you know that the CSR did issue a replacement order for these items. We appreciate your loyalty and for allowing us to resolve this for you. 

  Customer Answer

  Date: 01/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I rejected the nonfunctioning tread and undelivered Reflect (plus extended tread warranty and pre-paid annual membership) on December 28th and again on January 5th and 7th (certified letter sent and sent to refund/returns department).  I would have loved for this transaction to have worked out, but I have lost all confidence in Echelon and cannot afford a $4,000 loss.  Please refund all amounts and pick up the dead tread.  Thus far, only the Reflect has been refunded.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 01/31/2023

  *****,

   As of 1/25/23, your order has been refunded 100%. 

• Initial Complaint

  Date:12/28/2022

  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 purchased a Row Machine from Echelon Fitness on-line on 2 December. Before I placed my order, I contacted Echelon sales via e-mail, to inquire if my order would include in-home delivery (bringing the heavy item into my home, instead of leaving it outside). I received an e-mail back, confirming "premium in-home delivery." With that, I placed the order, only to see that the e-mail confirmation only stated "standard delivery." I immediately called and e-mailed Echelon to resolve this. As requested by the agent with whom I spoke on the phone, I forwarded her a copy of my earlier e-mail exchange, which clearly stated in-home delivery. She wrote back later, saying there was nothing she could do.
  
  I then contacted Echelon via their Facebook chat (transcript attached), and they at first stated they would update the order to allow for in-home set-up. When I asked when and how that would be arranged, and whether it was included in my original purchase, I was told to wait. After repeated attempts to get closure via Chat, I was eventually told that my request had been escalated. At one point, I was told the shipping charge for my order would be refunded, but when I pointed out that my order included FREE shipping, they again told me I would have to wait.
  
  Three days after I placed my order, I was contacted by e-mail, telling me that my request had been "escalated to Tier 2 review." I called and e-mail several times, trying to determine when a decision would be made. Each time I was told to wait. I called again, when I received word that FedEx was going to delivery the rower the next day, outside only. I was again told I had to wait, but when I pointed out that delivery was scheduled, they said I should contact FedEx and ask them to delay. I did do that, and I paid money to FedEx to delay delivery until 10 December.
  
  I have yet to receive any final word from Echelon. I took delivery, paid FedEx a hold fee, and still never got the in-home delivery I was promised.

  Business Response

  Date: 01/10/2023

  Hello *****,
   We are extremely sorry for the inconvenience and misinformation that was given to you in regard to your delivery. You will be receiving an email today so that we can work together and find a solution. 

  Business Response

  Date: 01/25/2023

  We have been in contact with the customer and have reached a satisfactory resolution. We are refunding the customer what would have been the cost of in home delivery and setup of his rower.  Customer is satisfied and will be notifying you of such information.

  Customer Answer

  Date: 01/28/2023

  
  
  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,
  
  
  
  ***** ******