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:12/22/2022

  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.

  I purchased an echelon 5s smart treadmill on 11/20.(order number *******) directly from echelon website. I’ve still failed to receive the product and I’m not receiving any effective communication, timeliness in responding , or even have an item shipped at this time. I’m very frustrated with the lack of timeliness of delivery and customer service I’m receiving from Echelon and NSD (shipping company echelon uses for treadmills) . I been dealing with delay in shipping week after week and with NSD even no showing/no calling during a window of time last week. After several phone calls from myself , nsd did attempt a delivery on 12/17 - but as soon as they arrived delivery drivers said it was broken (box was open on truck and they required me to sign a paper saying it was refused due to damage-wires smashed). This treadmill cost me $2654.40 that also required me $200 shipping fee for delivery (non optional for treadmill purchases). This was a Christmas gift and I’ve requested this product to be shipped with a different company and sooner than the original shipment date took. Every time I finally do get communication from echelon they tell me it’s being “escalated” but never get follow up and always say “will send to another department for approval.” With never no response. I’ve communicated via emails, phone calls, their business social media messenger. I always get the same templated answers but NEVER get resolution. I informed them via phone today I was contacting bbb today and they “created a new order” that will likely set for weeks before any action is taken on shipping. After a month, this is unacceptable. NSD tracking information was *********

  Business Response

  Date: 01/24/2023

  Hi ********
    We are terribly sorry for the inconvenience with your original shipment. I am able to see that your equipment was delivered on 1/10/23 and you will be receiving a refund for your $199 delivery and assembly. 

• Initial Complaint

  Date:12/14/2022

  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 have to say I have NEVER in my life dealt with such horrible customer service.
  
  I have had an issue in with the "escalation department" since last Tuesday, plus another from Thursday and Friday and yesterday and now today and I have heard nothing from a single person in the alleged "escalation department".
  
  1.) My row machine was supposed to be delivered on Dec 7th and was delivered Dec 13th.
  2.) said it was supposed to be white glove service and dropped it in our basement and left - which I paid $200 shipping and handling for
  3.) have been hung up on and disconnected in chats MULTIPLE times and not because I was swearing or threatening...just hung up on when I expressed how tired I was of hearing that my issue was being "escalated" or asked to speak to their supervisor
  4.) can't get my rower to connect to the app - tried 3 different devices and won't connect to any of them - tried all of the troubleshooting suggestions... sent 2 videos as proof to 2 different people and was told my issue is being escalated...still nothing...
  5.) got the free rower w/ the 2 yr subscription and never received a way to activate my 2 yr subscription and was told that was being escalated....still nothing.
  
  yet...when I told them I wanted to return my machine not even 6 hrs after having it in my home...I was sent a return label w/in 30 minutes. Apparently it's easier for Echelon to take my rower back than it is to just provide reasonable customer service??
  
  They take peoples money and offer no help, no support and no way of getting any. The customer service department has no power to do or help in any way besides to tell you "I understand" and it will be escalated. Then when you ask to speak to the escalation department or a supervisor, they hang up on you. It's crooked and shady behavior!

  Business Response

  Date: 12/21/2022

  Hi *********,

   Please be on the lookout for an email sent to you. We would like to make sure that everything is resolved for you and make sure that you are happy with your purchase and service received. 

  Customer Answer

  Date: 12/23/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: though I received said email, nothing has been resolved and the damage for poor customer service for myself and dozens of others (that I know of through reviews but I'm sure there's hundreds or thousands) left unsatisfied with the money being spent for the quality of customer care being received. No one should be spending thousands of dollars on something to not be able to use it because of poor customer support. 
  
  
  

  Business Response

  Date: 12/27/2022

  Hi C********, 

   Please respond to email from 12/22/22 so that we can move forward in getting this resolved for you. 

  Customer Answer

  Date: 12/28/2022

  
  
  Complaint: 18572940
  
  
  
  I am rejecting this response because: still nothing has been resolved. 
  
  
  

  Business Response

  Date: 01/12/2023

  Hi *********, 

     We appreciate being able to work on a resolution via direct email together. All of the information from customer service is being collected and send to the customer service manager as well. 

• Initial Complaint

  Date:12/05/2022

  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 ordered a product on 11/22 and 10 minutes later I emailed to cancel because the credit card was wrong that I used through shop. They emailed me back less than 40 minutes later saying she escalated it and she’ll gladdly assist. They emailed me back almost a week later saying they can’t cancel. Then they said to refuse the order and then email them when I did. The problem is the order has been in shipping process for over a week now and there’s no signs from dhl.. all dhl said was they just got the information. This is ridiculous for someone that emailed less than 10 minutes later, it shouldn’t take a week to respond with a “oh it’s to late”

  Business Response

  Date: 12/21/2022

  Hi *******,

   Please accept our apologies for the inconvenience. I am able to see that a Chargeback was filed and so that is why the refund was delayed. The chargeback was accepted on 12/16.

• Initial Complaint

  Date:11/07/2022

  Type:Sales and Advertising 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 am amending my previous complaint as it's recently come to my attention that the more expensive treadmill that I bought that is listed as 3.5 horsepower on echelon's website but actually 2.0 horsepower is actually inferior to their other treadmill which as you'll see in the attached picture is 2.5 horsepower. I am now requesting greater compensation as I only spent more money for the higher horsepower rating and was duped due to false advertising and lies. I am requesting a $1000 refund. As the treadmill I bought is inferior and should be cheaper than their other one. My previous case number was ********

  Business Response

  Date: 11/09/2022

  Please see attached document. 

  Customer Answer

  Date: 11/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  First off, I am not *** ******, this business copied and pasted their response to another bbb complaint against them. Second, they claim that all terminology is listed on their website and used correctly but that is not true, they only listed the 1.75hp of the stride and 3.5 peak hp of the stride s but did not list any values, due to this complaint they changed their website to say otherwise but luckily I have the original website archived as proof along with screenshots. Third, as I've demonstrated and will show again in pictures, the treadmills themselves have a sticker on the base that says motor horsepower, for the stride this says 2.5 for the more expensive stride s itv days 2.0. No where is it mentioned that one is peak and one is not, they are both worded exactly the same which leads one to believe that the cheaper version has the bigger motor. 

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

  Customer Answer

  Date: 11/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the tablet is a piece of low quality junk and does not work properly with the treadmill if you connect to the wifi and don't plan to use classes. The horsepower labeled on the stride s is 2.0 in the exact same place on the stride it is labeled as 2.5. There is no designation that these are different readings and are worded exactly the same leading to the belief that you are selling a cheaper and inferior motor at a higher cost on the stride s, once again please see attached photos. You provided varying specs on your website and only changed the website after numerous complaints to try to cover up the lies. I have archived the original website prior to changes for my lawyer. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 11/29/2022

  Mr. ******, 

  We are extremely disappointed when any customer is not happy with our product.

  Given these extensive issues, we are offering to pick up this treadmill and refund the entire purchase.

  Please provide a date and time for us to contact you and make arrangements. 

   

  Thanks,

  Echelon. 

  Customer Answer

  Date: 11/30/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I purchased the more expensive yet inferior stride under false information and missed out on deals from other companies so there are now 2 resolutions that I would accept. Someone shows up to haul away the old treadmill and replace it with the stride the same day refunding me the cost difference or a full refund for the inferior stride that I purchased. With either resolution I also request a full admission that the company knowingly and intentionally mislead consumers while selling a more expensive but more cheaply made product. 
  
  
  
  Sincerely,
  
  
  Dr. ****** ******

• Initial Complaint

  Date:11/03/2022

  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 5xs Connect Bike and it stopped working 7 months after buying it. They admitted it was faulty and sent a part in attempt to replace it. It didn't work and they agreed to replace the entire bike. 7 months after that and the bike still hasn't been replaced and I haven't been refunded. Their website has no way to talk to a real human other than emails which get ignored.

  Business Response

  Date: 11/07/2022

  Hello *******, 

   We are reaching out to our team that handles that Colombian orders to find out all of the information that we can. If there is any further information needed then you will receive an email from Echelon directly. 

• Initial Complaint

  Date:10/31/2022

  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.

  On 10/13/22 I received product, Row-S, via in home set-up via delivery company NSD. No delivery options were given besides in home set up. Delivery company did not know how to set up product and did not bring tools to do so, I showed them how to assemble and they used my tools. Controller on the brand new device did not work, even after FAQ troubleshooting. Customer support sent a new controller. New controller received on 10/19/22, broken; internal wires not connected. Return/refund of product started per their guidelines with customer support help. Return/refund due to brand new products being shipped broken and having to pay for in home set up by a delivery company that had no idea what they were doing. 10/20/22 received email with packing slip for return delivery stating that the product needed to be returned by 11/03/22 utilizing box sent by company. 10/27/22, box has yet to arrive.

  Business Response

  Date: 10/31/2022

  Hello ******

   We have placed an order for the return box. Once received, you will follow the instructions for the return that were listed in the email. The return request that was submitted does not automatically create an order for a return box. 

• Initial Complaint

  Date:10/06/2022

  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.

  They charged my credit card a subscription fee. I did not sign up for any service with them. I called four days after seeing this charge (I don't check my credit card every day), and asked them to cancel and refund. They said they have a 24 hour notice and refused. They can see that I don't use the service. They should have done the ethical thing and refunded.

  Business Response

  Date: 10/18/2022

  Hello ****,

    We are looking into your subscription charge and also any tickets where you have reached out to customer service. I am able to see where you reached out to customer service on 7/8/22 but then did not respond to the agent when they requested the proof of purchase where you were charged for the subscription. You did not reach back out to customer service until 10/5/22.  I do see in the ticket with customer service on 10/6/22  that you stated there has been a chargeback filed. I will let you know that we can not issue a refund while there is an open dispute. I have emailed you directly for more information. 
  

• Initial Complaint

  Date:10/03/2022

  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 bike in 2021. Before it was 6 months old it ran into several issues. I reached out to Echelon and due to the pandemic they sent me a new bike. This bike once assembled, with extream difficulty to me and my health, started to break within a week of using it. I reached out in July of 2021 and they sent me parts and scheduled an appointment to have someone come out to fix my bike. Due to my mother taking ill and dying after a 2 week stay in the hospital I missed the appointment and said I would reach back to to reschedule. I have been reaching out ever since and nobody is helping me. I have talked to Boris, Brett, Samantha, Daren and Malik via email. All of them stopped communication with no reason. I have made 1 2 phone calls. 11 of them resulted in the person hanging up on me when they went to "research the issue" with no call back. The last one the person, Maria I believe, said she would send me an email and talk to her manager and get a resolution and reach back out. I never received any emails and I did check my spam and junk folders. Nobody at this company cares and I have no idea who to get to that may be able to do something. All I know is that I am in complete shock at the disrespect this company has for one of its customers. Please help. I do not know where else to go.

  Business Response

  Date: 10/17/2022

  Hello *********

   We are reaching out to the assembly team to confirm whether or not they do have a technician to cover your area. You will also receive a direct email from Echelon in order to work closely with you to find a resolution. We are terribly sorry for the issues that you have had and the inconvenience that this has caused you. 

   

• Initial Complaint

  Date:09/28/2022

  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 purchased an Echelon Stride treadmill on August 16, 2022. I spoke with a Customer Service Rep who assured me that I was receiving Premium Delivery which included delivering the treadmill to the room of my choice. A few days later, I received a call from Federal Express, who had no record of premium delivery and said that they would only deliver to my front porch. So, I refused delivery and proceeded to send emails and attempted to talk with someone from Echelon. It was a complete run around with Echelon but the Federal Express representative ended up getting premium delivery approved.
  
  Then, when the treadmill was delivered, it would not turn on. Again, I started another round of emails and phone calls to get assistance. I sent a video of the machine plugged in and showed how it would not turn on. Finally, after many calls and emails, the treadmill was picked up by an independent shipping company. That was over 2 weeks ago. I have, once again, attempted email and phone Echelon regarding my refund. NO RESPONSE.
  
  I have resorted to disputing the charge through American Express.
  
  This has taken literally hours of my time and I am completely dissatisfied and frustrated.

  Business Response

  Date: 09/29/2022

  Hello *****,

   I am able to locate your original order and it appears that you did not pay for shipping at all. With that, there would not be premium delivery. This was also explained to you in a ticket on 8/26/22. However, I am pleased to inform you that your refund was processed on 9/28/22. Please let us know if there is anything else that can we assist you with. 

  Customer Answer

  Date: 09/29/2022

  
  
  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:09/21/2022

  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 placed an order on 9/5, never received it, and cannot get anyone to get back to me with any information except “equipment was lost”.
  
  So where is my money and resolution?

  Business Response

  Date: 10/04/2022

  Hello *****

    I wanted to let you know that the order was refunded on 9/26/22. We are also looking into why you were not contacted by the logistics team for this delivery and this order was not delivered. We want to ensure that this does not happen again in the future. Please let us know if there is anything that we can further assist you with. We are sincerely sorry for the inconvenience. 

  Customer Answer

  Date: 10/04/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I reached out to the company that processed the payment and that should have cleared my account and been refunded by now and apparently the “merchant” meaning Echelon did not have enough funds to cover my refund and the “refund” bounced back. Please see the attached screen shot of the chat script with the payment company as well as the script of the chat. 
  So no, I have not received my money back. This is truly the worst experience I have ever had. 
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 10/10/2022

  Hey *****

   It is showing as refunded on Echelon's end so I am checking with accounting to see why it is not refunded on the financing end.