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 has 4 locations, listed below.

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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:08/01/2022

  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 purchased a rower from their site directly. within days of delivery, a part needed replaced. shortly after that, the screen started 'glitching.' MANY calls later, they sent an electronic piece needing replaced. the equipment has a 1 year warranty. they instructed US to pull the equipment apart and replace part. we have been asking (email and phone)for a tech to come fix for months now, NO resolution. told a technician is not available in our area so they will not be able to help?? we live in ******* **-huge city. we have asked for escalation and supervisors many times, no calls or emails returned. we either want it repaired, or them to come pick it up and refund. it's less than a year old.

  Business Response

  Date: 08/09/2022

  Hello ******,

   We are terribly sorry about the issue with getting your replacement part installed. Unfortunately, it is true that the company that we use does not have agents in that specific area. I am happy to see that we are sending you brand new equipment in order to get this resolved for you. I will also be reaching out directly in order to discuss your subscription and compensation for the time that you were not able to use the equipment. 

• Initial Complaint

  Date:07/27/2022

  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 was automatically charged Dec 16, 2021 for membership and emailed them immediately indicating I was injured and wanted to cancel membership and request full refund. I was informed this would occur on Dec 16, 2021. To date, after multiple follow-up emails, I have not received a response or a refund. I am requesting full refund.

  Business Response

  Date: 08/08/2022

  Hello ****** 

    This charge has been refunded as of 7/29/22. Please note, we are able to see all tickets where you made contact with Echelon. There is a ticket where you did contact a customer service agent that stated the pending charge may not post since the subscription was cancelled. However, it was requested that you contact us if the charge was still processed and there was not a response from you. We would have been more than happy to have refunded you at the time of the charge. Please reach out if there is anything else that we can assist you with. 

  Customer Answer

  Date: 08/09/2022

  
  
  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:07/26/2022

  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 treadmill from Echelon Fit and it was delivered on May 9th 2022. I reached out to customer service on May 10th 2022 because the treadmill is so flimsy and unsteady. On 5/112022, Echelon sent me an email stating that my refund request had been approved and I would be receiving a notification shortly that a new warranty order will be mailed out to me. I never received the notification or a warranty order in the mail. It also says that once I was to receive this warranty order that I was to ship the treadmill back in the box it came in, well I paid for premium delivery, in which the couriers removed and discard the shipping materials. So I do not have the warranty order nor anything to return the treadmill in.

  Business Response

  Date: 08/08/2022

  Hello *********,

   I am happy that we were able to get your equipment picked up. As stated in the email to you, I am working to see when the refund can be processed. Thank you for your continued patience and allowing me to assist.

• Initial Complaint

  Date:07/26/2022

  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.

  I've been a subscriber of Echelon for two years and in that time, unbeknown to me, I have had two accounts open for memberships and have been getting double charged.  
  Apparently, and I'm learning more about this every time I call in, I have one account through Echelon directly and one through Google Play.  both accounts charging me for a similar subscription, one (the google play) that we have been using, and the other through Echelon directly that I have never used and can't access through the website.  When I log in it says my account directly through Echelon is expired.  I have no way of cancelling the Echelon account nor of seeing my payment history through their website.  But they continue to charge my credit card.  
  I recently cancelled the google play subscription and our bike will no longer connect, so I know that is the one we have been using.  Activating through Echelon can be confusing and I had no idea we had two accounts open.  The fact Echelon has no mechanism for detecting multiple accounts across their platform and google play is a huge miss.  I can't imagine we are the only ones to make this mistake.  But the fact remains we were not aware of the account through Echelon, have never used it, and according to their website it is expired.  
  I am looking for a full refund of the charges through Echelon directly, currently $1119.72 as of 7/25/2022 (will be 1159.71 when they charge me again on 8/2), and for Echelon to cancel my account that is charging my credit card and discontinue autopay for that account.  
  
  I have called multiple times in the last month to no avail. Every time the customer service rep will tell me the same thing, that they will escalate and Echelon corporate will be back to me. I have yet to receive an email or call in response to my escalations.

  Business Response

  Date: 07/26/2022

  Hello ****,

   After reviewing your account, I was able to find another email address on your account and in the Echelon system there was a monthly subscription purchased at the time the bike was purchased. I understand that this can be a little confusing! It appears that when setting up the account it was set up as your email as the parent account and Jackie was the child account so it did not pull the subscription from the Echelon system to your parent account. We are actually able to refund the charges for the monthly subscription that were charged after the Google Play subscription. We were also able to cancel the subscription so you will not be charged on 8/2 as well. I have sent you a direct email with this information and the totals as well. if you need any assistance on getting a new subscription set up then please don't hesitate to send a message!

   

  Customer Answer

  Date: 07/27/2022

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

  See email response from and back to Echelon directly below.  

  "

  ****,
   I was able to find another email address on your account for [email protected] and in the Shopify system (Echelon system) there was a monthly subscription purchased at the time the bike was purchased. I understand that this can be a little confusing! It appears that when setting up the account it was set up as your email as the parent account and Jackie was the child account so it had a duplicate set of subscriptions. We are actually able to refund the charges for the monthly subscription that were charged after the Google Play subscription totaling $639.84 and you were previously refunded the $599.99 with a total of $1239.83.
  We were able to cancel the subscription so you will not be charged on 8/2 as well. 
  
  
  Please let me know if you have any further questions!
  
  
  
  
  
  **** Korsgaard <****[email protected]> Tue, Jul 26, 11:00 AM (1 day ago)
  
  
  to Lauren
  
  Lauren. 
  
  
  Thanks for getting back to me.  It's good to be contacted by someone from Echelon who can help me.
  
  
  Here are the full charges to my credit card along with another excel workbook with my paypal(google plus) payments.  The monthly charges are duplicate all the way back to April 2020.  It is very confusing.  I'm glad you found the other account.  
  
  Regarding the $599, as you can see the $599 was a credit to an additional $599 charge that was put on my account in April 2021.  This was in addition to the regular charge of 39.99 that had been hitting my credit card since April of the previous year and continued after the $599 was debited and credited.  The $599 is irrelevant to this conversation.  I would like the full $1039 I was double charged in monthly fees refunded to my credit card please. 
  
  If this is what you were saying above and I'm just misunderstanding then I apologize.  
  
  

  Business Response

  Date: 08/01/2022

  Hey ****,

   I greatly appreciate the spreadsheets that you have emailed. As mentioned in my email. I am going to get a list of all charges/refund for both emails and compare to see if there is anything else that needs to be refunded to you. Thank you so much for your patience. 

  Customer Answer

  Date: 08/04/2022

  
  
  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.  Thanks for the assist.

  Echelon refunded all the outstanding double payments.  Overall it still required a BBB complaint to get anything done, but the outcome is acceptable.  

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

• Initial Complaint

  Date:07/20/2022

  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 bought the Model S rower, and have just over 50 rows on it before all metrics on the machine stopped working. I put in a ticket with customer service who sent me a new speed censor, it has been weeks now trying to get a technician to come and install my new part. Meanwhile a practically new rower sits useless and every time I contact customer service they say my ticket has been escalated but no one can tell me when my rower will be serviced.

  Business Response

  Date: 07/20/2022

  Hello *****,

   First, I want to apologize for the delay in having a technician come out to replace your speed sensor. I want you to know that I have personally sent the technician request and I will be emailing you this information as well. I will be watching it for updates as it is on a tracker system. I am also going to extend your billing period for the time lost during this time. Please check your inbox for my email.