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:09/20/2022

  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 the Echelon EX-4S+ connect bike on July 11th, 2022 from Costco online. Almost immediately, I started having bluetooth connection issues where the bike would disconnect during rides. I would have to unplug and restart the bike in the middle of a ride, which is a horrible user experience and incredibly frustrating to deal with when you're just trying to get a workout in. I filed my first ticket with their Zendesk on 7/27/22 and they provided troubleshooting instructions. After following those instructions, I replied that the issue was still persisting. They said they were escalating to "Tier 2 support". I never heard anything back. I continued to experience the issue and opened another ticket after a week of no response from "tier 2". The response to that ticket was that it was being escalated to the "technical team", and this was pretty much the pattern for every time I submitted a request online. Seeing as creating online tickets was moot, I decided to call (at this point I was incredibly angry). They sent a technician to replace the bluetooth box (9/14). Today (9/20), I got on the bike and it was having connection issues again. I called customer service and they said I could only "return" the bike and get a replacement and that they wouldn't issue a refund because it's been over 30 days since I purchased the bike. I don't want a new bike where I will have to buy a subscription from them in the future when my 1 year free trial is over. I don't want anything to do with this company.

  Business Response

  Date: 10/04/2022

  Hello ******,

  You should have an email from Echelon with the following information as well so that we can get you taken care of. Unfortunately, we would not be able to issue a refund at all from Echelon due to the bike not being purchased directly from us. The only option would be to send a warranty replacement. I am terribly sorry for the inconvenience. I do, however, want to make sure that you have functioning equipment that you are happy with. 

  Customer Answer

  Date: 10/05/2022

  
  
  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:09/15/2022

  Type:Billing 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.

  Echelon Order number ******. On May 5th, 2022, I contacted Echelon Customer Service 423-482-8830 and informed them, I wanted to cancel the order, the representative instructed me to “Refuse” the delivery, and the order will be shipped back to the warehouse, and I would be refunded the entire amount. I immediately contacted the Echelon’s Home Delivery Service NSD 833-744-7673 and informed them I am refusing delivery. NSD delivery driver confirmed they would not deliver the order, and scheduling was cancelled. The Echelon Fitness bike was never delivered to my home, never taken out of the package, never seen by me at all. On June 30th, more than a month after delivery was refused, Echelon's 3rd Party Financing company Genesis FS Card Services was calling 3 times a day everyday asking for payment even after I explained to them that I did not have the product. Genesis stated I had to call Echelon to tell them they needed to call Genesis and confirm the order was cancelled. I contacted Echelon, who then gave me a case number *******, and stated they would take care of it after corporate investigates, and confirm return. In July I continued to receive phone calls from Genesis, and mail for payment. I then called July 20th, 2022, the following month and asked what is going on, as I am continuing to receive phone calls for payment?? Again, I was told by Echelon my case was being investigated. Once I stated I wanted to talk to management, I was told that my case has the highest priority, and it would be resolved. I then received a refund notice in my email on August 15th, 2022, from Echelon, yet Genesis Card Services continues to call and harass me for payment, and my credit score dropped greatly. To this date, September 15, 2022, I have been trying to get this resolved, and in the meantime all Genesis Card Service customer representatives have been giving me the run around, along with Echelon. HORRIBLE CUSTOMER SERVICE.

  Business Response

  Date: 09/29/2022

  Hello ****,

   We are extremely sorry for the inconvenience and frustration. I do see that Echelon did process the refund on 7/5/22. I am going to work with my team and make sure that this is corrected on the Genesis side as well. 

  Business Response

  Date: 10/13/2022

  Hello ****,

   As stated in the email that was sent to you yesterday, the Premium Delivery charge has been refunded back to Genesis. Please let us know if you need any further assistance. 

  Customer Answer

  Date: 10/18/2022

  
  
  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:09/09/2022

  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.

  Order # ****** Referral # ******* I have been trying to return my treadmill for months. I’ve been told several different things by several different people. I received an email back in February stating my return was approved. It should be noted I first attempted this return in December before by 30 days was up. Once approved I received something saying I didn’t have to return the product and will receive a notification once my return was processed. That was very confusing to me because I knew I had to return the product. Eventually once I never received any notification I then called to inform someone I never received anything. The representative then apologized and said they don’t know why I received that and someone should be calling me to schedule a pickup. I have been calling every month to let someone know I have not received a call or email or anything. Each time I’ve called someone apologizes to me and says they will get back with me and they never do. I can tell you I’ve never received and email, phone call, or voicemail from anyone regarding this return. And I check my emails several times a day and I always have my phone on hand. Someone recently told me that NSD had tried to reach me and I can tell you nobody has called me. I was just told a little over a week ago that the matter would be taken care of even though it is past the return window and someone would be reaching out to me. Now I’m being told by someone different that I would just have to do a warranty at this point. I want to return this treadmill. I should not be liable for all of this miscommunication. This treadmill has just been sitting here waiting to be picked up for months. This is extremely frustrating and stressful. I contacted NSD myself and they told me once a request is sent over I can personally contact them myself to schedule a pickup since there seems to be an issue here. If someone can please help me finally return this product.

  Business Response

  Date: 09/22/2022

  Hi *******,

   We are going to work on getting this picked up for you. You should be receiving an email with more information. We hope that you accept our apologies for the inconvenience. 

  Customer Answer

  Date: 09/23/2022

  
  
  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:09/06/2022

  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 Stride treadmill on November 29,2021 with Echelon’s promotion to receive a free iPad with my equipment. The first red flag should’ve been the fact that the only item that arrived in a timely manner was the iPad. I received my treadmill by mid January 2022. After 5 months of using the treadmill maybe 3x per week the treadmill began to malfunction by inclining and declining on its own. By the 6th month the treadmill has power but doesn’t start at all. I’ve been in contact with echelon since July and I have not received my replacement. When I asked for a refund because the customer service and equipment coverage is not efficiently working out for me they simply told me they cannot refund.

  Business Response

  Date: 09/14/2022

  Hello *********

   We are sorry for the issue that you have had with your equipment. Your replacement order was placed on 9/6 and is currently in transit. You should receive a call in regards to scheduling your delivery. As far as a refund, we are unable to issue a refund for a purchase that was made on 11/29/21. Please review out return policy that is listed on the website: https://echelonfit.com/pages/returns-policy

• Initial Complaint

  Date:09/02/2022

  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 a treadmill from Echelon Fitness. I became injured while using the treadmill and hospitalized. Now, I cannot use the treadmill. I have reached out numerous times over the last few months to initiate the return process and have been routed to other parties within the company and eventually my emails now go unresponded to.

  Business Response

  Date: 09/06/2022

  Hi ******,

    I see where someone has reached out and notified you that you should be receiving a call from the logistics team to coordinate your pickup. Please let us know if there is anything else that we can assist you with!

  We wish you the best with your recovery.

  Customer Answer

  Date: 09/06/2022

  
  
  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:09/02/2022

  Type:Billing 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 7/27/22, I notified company of desire to end Fitness subscription. Followed instructions on their website and completed the online process. That process then directed me to call 423-454-****. Was on hold for 15 minutes, notified "all agents are busy" and to leave a message and I would be contacted. I left name, phone number, and request to cancel account. My credit card was charged $399. On 8/7/22, I sent the attached letter to company via USPS, detailing above, with screenshots of their website and my phone bill showing above steps completed. As of 9/2/22, company has not responded by phone, email, or USPS to my concern.

  Business Response

  Date: 09/06/2022

  Hello *******

    I was able to locate a ticket from 812/22 stating that your account was cancelled and that your refund should reflect on your bank account within 5-7 business days. Please let me know if you have not received this refund. 

  Customer Answer

  Date: 09/06/2022

  
  
  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:09/01/2022

  Type:Service or Repair 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 originally purchased this elliptical and as we were putting it together, we notice one of the crank arms bolt was stripped and wouldn’t fit in the spot it needed to go. I called Echelon and the service was great and they sent out a replacement elliptical. Fast forward a few days later I receive the replacement and as I saw the box coming off of the FedEx truck, it was torn to shreds. As the driver brought it up the driveway I could hear and see the equipment. In hindsight I should have refused the delivery but I was just in complete shock I didn’t know what to do or if I could even do that. I do not understand why a piece of equipment that cost so much was shipped with ground shipping. The box looks completely beat up and I have no way of telling if it’s damaged because my boyfriend works out of town and won’t be home to put it together for two weeks. I have no one to put it together and I can’t lift a 100lb box. I’m so upset because I chose echelon based on the name and reputation and I have been disappointed twice now. I feel like I have wasted my time and this experience has changed my opinion of the company altogether. They simply do not care and that could be seen when I placed a customer service call and spoke to an Ian who could honestly care less. He had no resolution at all and said I would have to wait 24-48 hours for a supervisor to contact me. My claim number is *******. Something needs to be done as soon as possible about this issue. I bought a piece of exercise equipment and can’t even use it. It’s just a piece of scrap sitting in my house right now and nobody seems to care at all. Not FedEx and not echelon. I need contact immediately.

  Business Response

  Date: 09/06/2022

  Hello ******,

   Please accept our apology for the inconvenience. You should be receiving a call from an assembly team to come and put your equipment together for you. You will also receive an email directly from Echelon shortly with details on the assembly team. 

  Customer Answer

  Date: 09/19/2022

  Date Sent: 9/19/2022 2:38:49 PM
  
  Complaint: ********
  
  I am rejecting this response because I replied to the email but I am still waiting on a response.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/20/2022

  Hello ******,

   Thank you for allowing us to work with you and compensate you for the issues that you have had with your equipment. 

• Initial Complaint

  Date:08/23/2022

  Type:Billing 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.

  This bike came with a free year membership. After that free period was up, I called echelon to cancel my membership. They had already charged my credit card $399.99 on 7/2. My call to cancel was on 7/7. I received a confirmation Email that same day indicating that the membership had been cancelled. As of 7/24 I had not received a refund and I emailed again asking for a status update. 7/25 they replied to my email asking for “a proof of charge” which I sent the next day. 7/25 the echelon representative stated he had submitted a request for refund. 8/4 I sent yet another email asking for a status update. I received an email that same date stating my refund request was being reviewed by support staff. On 8/12 I sent another email asking for a status update. No response. 8/17 I sent yet another email asking for a status update and received no response. I’m requesting that echelon update me as to the status of this refund as my membership was cancelled almost 7 weeks ago.

  Business Response

  Date: 08/31/2022

  Hi Jennifer,

   I just wanted to apologize for your refund not being processed in a timely manner. As of 8/31/22, your refund has been processed and it should reflect on your account within 3-5 business days.

  Customer Answer

  Date: 09/01/2022

   
  
  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:08/10/2022

  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 had an Echelon subscription that was expiring July 24, 2022. I received an email stating they would renew my subscription at that time. A renewal is $599.99 for 2 years. On the 23rd a day before renewal, echelon charged me 599.99 not once, but twice. I tried to contact them, but since it was a weekend there was no answer. I went to my echelon app and cancelled it since I read that would cancel my subscription. I then emailed Echelon to see how to get a refund. I was contacted by Kristine who stated she could not find a record of my account. I then called their customer service and they told me again that there was no record of my account, yet they could see my original purchase from July 2020. I was told they would reach out to corporate and have them contact me in 2 days. After no response back, I called once again and was advised there was no record of my call or emails. They would not allow me to talk to a supervisor, they stated I would need to reach out through email. To this day I still have not received any resolution or response to my emails. Not only did they charge me a day too early, but they also erroneously charged me twice and refuse to communicate or refund my account.

  Business Response

  Date: 08/23/2022

  Hello **********,

   We are unable to find any account under your name or email address. This information was stated to you on 7/25/22 as the agent asked you if there is any other name or email address that would be associated with your account. We have not received a reply from you. Also, the screenshot that was sent in from your bank statement is for The *******, which is not correlated with Echelon. I will email you directly for proof of Echelon charge that way we can better assist you. 

• Initial Complaint

  Date:08/03/2022

  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 Bike on December 2021. The Echelon bike has problems with blue tooth connection. The screen cannot connect to my home wifi, my phone hotspot wifi. The bike cannot connect with Samsung tablet with Echelon App. I have called Echelon customer services many times, including request #**************** *******. They told me to unplug internet router, wait for 1 min, then replug the router; try cell phone hotspot wifi, clear cell phone cache. After I tried all of them. I send email to Echelon, including some photos of screen shot, video, bike receipt. Because my bike is still under warranty (within 1 year), I ask them to send me a new bike to replace the defective old bike. But, they just told me that they transfer email to technical support. There is no contact information for the technical support. After that, there is no more follow up email from Echelon, and nobody help me to resolve the issue. The bike model is ECHEX-4S-15-011553.
  I am disappointed with the quality of Echelon bike and their customer service (without warranty service).
  Please help me to resolve the issue. I want them either refund my money $799.99 or replace the bike with a new bike.
  Thank you
  **** **

  Business Response

  Date: 08/08/2022

  Hello ****,

   I apologize for the issues that you are having with your Bluetooth connection. I do see that you are currently working with one of our tech agents and they are currently waiting on a reply from you. I strongly feel that she will be able to resolve the issue and get this taken care of for you. 

  Customer Answer

  Date: 08/10/2022

  
  
  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,
  
  **** **