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

  6011 Century Oaks Drive Chatanooga, TN 37416

• 

  Echelon Fitness Multimedia, LLC

  605 Chestnut St Chattanooga, TN 37450-0003

• 

  Echelon Fitness Multimedia, LLC

  1400 Market St STE 122 Chattanooga, TN 37402-4429

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:01/30/2025

  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.

  In 2022 I purchased an Excercise bike from ******. It came with a free one year subscription to Echelon Fit. I returned the bike about 2 weeks later and in December of 2023 received a bill from Echelon Fit for $399. I called the company right away and notified them that I returned my bike and the promptly returned my $399 and cancelled my subscription. Fast forward to December 2024 and I receive a new charge for Echelon Fit for $399. This time I decided to dispute it with my credit card ******** as they could see the previous reimbursement. For some reason they denied it so ******** is not off the hook either. I called Echelon Fit and asked for a refund. They said they’d get back to me. I received an email stating I could only get a partial refund because I waited too long. Mind you it’s only January and they knew I no longer had the membership. So I said, how much for the partial refund? They said, we can’t tell you until you say yes!! What kind of outfit is this?? I told them I’d be writing the BBB. Please help. Thank you, **** *******

  Business Response

  Date: 01/30/2025

  Customer has been refunded and is satisfied with resolution. Please close this complaint.

  Customer Answer

  Date: 01/30/2025

  
  
  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.  My account has been refunded.  Your team is the best!
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:01/28/2025

  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 contacted echelon on 10/3/24 about my stride treadmill that I purchased on 11/5/23. It did not arrive until 11/27/23. I purchased an extended warranty in addition to the 3 yrs they offered making it a 5 yrs warranty. I was told on 10/3/24 that it was dangerous to use my treadmill and promised a replacement. It is 1/27/25 & I have reached out numerous times being told it will happen and that they are sorry. It has been long enough to have a replacement sent.

  Business Response

  Date: 01/30/2025

  We have talked with the customer and have ordered her an upgraded treadmill and she is satisfied. Please close this complaint

  Customer Answer

  Date: 01/30/2025

   
  
  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:01/24/2025

  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.

  We purchased an annual membership Nov 8, 2023. We sold the bike June 2024. Nov 8, 2024 we received an annual renewal charge of $426.39. We contacted Echelon Nov 11, 2024 requesting a refund. We were promised a refund by customer service but that it would be a few weeks. We called in Dec and customer service escalated to membership. We called in Jan and they double escalated. Finally, we filed a dispute with our credit card company Jan 22, 2025. Echelon sent in support that there were no refunds on an annual membership after renewal .We called Echelon on Jan 23, 2025 and customer service clearly stated we were within the three month refund period and that they would double escalate to membership again. Customer service called back and stated they would refund immediately as soon as we dropped the credit card dispute. We checked with the credit card company and if we dropped the dispute, we would forfeit all ability to have the charge reversed. Clearly, Echelon is not refunding a renewal, is sending in false refund policy to a credit card dispute and has no intention of refunding any membership renewal. This is a company that is not credible and is taking advantage of consumers.

  Business Response

  Date: 01/24/2025

  We spoke with customer and let him know the dispute was settled in his favor and to allow 5-7 business days for the refund to show on his original form of payment. Please close this complaint as resolved.

  Thank you

• Initial Complaint

  Date:01/21/2025

  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.

  May 2024 I purchased the Echelon Row S as a gift for the upcoming holiday season. After assembling, I tried to use the equipment and the screen displayed several distorted colors as well as failing to accept over the air updates. After calling Echelon, I was advised to manually update the equipment by completing several technical steps to put the machine into a specific mode so that it'll accept the update. Afterwards, I was not able to connect to any rowing type exercises. I called into Echelon January 10th and was told they will follow up with me after sending my concerns to tech support. Later that day I received an email from Echelon asking me to send over photos of my screen and a photo of the firmware number to confirm it has been updated. I have sent the requested items and waited for a response. On January 11, Echelon emailed me an update to state they have escalated my issue to the technical department. January 13th I called in to Echelon to obtain any updates in which I received an email asking me if I was still unable to use the machine and do I have any USB cables plugged into the machine. After providing a response, I have not received any additional updates. I emailed Echelon on January 15 seeking updates ad they responded asking me to send a video of my equipment in addition to the photos I've previously sent. In this video, echelon asked me to send a video demonstrating power cycling the tablet off and waiting 5 minutes before plugging it back in. I advised the rep via email that her request is unreasonable and I am unable to use my equipment. I requested to speak with a supervisor in which I was told one will call me within 48 hours. As of this complaint, I still have not received any updates nor have a supervisor contacted me.

  Business Response

  Date: 01/24/2025

  Customer was sent a replacement screen. Please close this complaint as resolved.

   

  Thank you

• Initial Complaint

  Date:01/17/2025

  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 elliptical device from Echelon Fitness for my wife for Christmas. I paid for delivery and setup as part of my order. On 12/20/24, when the machine was delivered, the crew from ****** ******* ******* (the service selected by Echelon) was putting the elliptical together, and they identified that it was broken. I was communicating with a Cx rep while they were there; the Cx rep asked for a picture to be taken (which is attached). The hand of the delivery driver is shown in the image. Echelon promised a replacement. Since it was a Christmas gift, I contacted the Cx rep and canceled the order, which they confirmed and stated a full refund would be issued. I have since emailed and called, and no one will reply or speak with me on the phone.
  I am asking for BBB assistance in obtaining my refund which now I am paying interest payments on (i have attached the billing).

  Business Response

  Date: 01/20/2025

  We are issuing a full refund for this customer even though we did not get back the original equipment just to satisfy the customer. Please close this complaint.

   

  Thank you 

  Customer Answer

  Date: 01/25/2025

  
  
  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:01/15/2025

  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 December 11, 2024 I purchased the Echelon Stride-50-RCX treadmill at **** **** in Port Huron, MI. When I went to assemble the treadmill, Echelon never put the bolts in the package to assemble. See photo attached. I called Echelon multiple times 12/11; 12/12; 12/16; 12/24; and 1/14 to try and get these bolts shipped to my home to assemble this treadmill. I have been told many stories including I will be sent a tracking number for the package as well as on 1/14 that the representative would "call me back after talking to seniors to have a solution". I was told I would get two free days on their app for each day I couldn't use my treadmill, I was told I would get a coupon for their store. I haven't received anything from this company. I have yet to get the bolts to the treadmill and have had terrible customer service from this company. My husband is disabled and I had to have a friend help me deliver this treadmill as well as carry it to my basement or I would have returned it to **** **** the next day to get my money back. I would not recommend anyone purchase anything from Echelon. When I asked to speak to a supervisor, I was told I was not able to. I am now resorting to filing this complaint to get help with getting these bolts shipped to my home. I have included the picture of the package they never put the bolts in at the factory, poor inspection. Emails that were sent. I am not sure what else to do.

  Business Response

  Date: 01/24/2025

  We sent the customer the needed parts. She has received them. Please close this complaint as resolved.

   

  Thank you

• Initial Complaint

  Date:01/14/2025

  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 have an open complaint with the business my exercise bike I bought from them had a crank shaft break. This has fallen within the warranty period and they have confirmed they will need to replace my bike.
  
  The business will not give me a timeframe for when the bike will be replaced. The warranty period is only one year on my bike so I’m worried they are trying delay to not cover my equipment.

  Business Response

  Date: 01/15/2025

  We have spoken to customer and placed a replacement order . Please close this as resolved per customer satisfaction.

   

  Thank you

• Initial Complaint

  Date:01/13/2025

  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.

  Bought treadmill through Echelon on Oct 17th 2024. On Sunday January 5th 2025 it stopped working so only had it 2 1/2 months. I called January 6th to let them know (as a member and buying it directly through there site I am supposed to have 5 year warranty) they had all the information on file. The representative had me send video of it not working and she stated that after seeing video she is escalating it to technical support and I should hear back shortly. Didn’t hear back from anyone and when I call to see if any updates get told that it’s already escalated there not able to do anything. I’m just tired of getting run around and told same thing. Treadmill is stride 4s+

  Customer Answer

  Date: 01/27/2025

  In regards to complaint ******** Echelon has reached out to me on 1-17-2025. They shipped out a warranty part to try fix treadmill. So hopefully this fixes issue. I’m satisfied with the resolution. The complaint can be closed
  
  Thanks 
  ******* *****

• Initial Complaint

  Date:01/09/2025

  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 Stride-6s-10 treadmill July 22, 2024. Once the treadmill arrived, the console immediately required an update. After several attempts to update the console to no avail, I contacted customer service in September 2024. After several failed attempts by technical support, it was determined there was nothing further that could be done to update the console and it is now stuck in a state that will not connect to wifi and cannot be utilized at all. A warranty replacement console was processed but is now on backorder. I have contacted customer service countless times since September (October 3rd, December 10th, December 20th via online chat to document) to receive an update and no one has provided any helpful responses or even followed back up with a potential date or resolution. As of today, January 8th, 2025, no one can provide any information on a potential date for shipment and I am left with a piece of equipment that is not functional.

  Business Response

  Date: 01/24/2025

  We have sent a replacement unit out to the customer. The replacement order shipped today. Please close this complaint.

   

  Thank you

  Customer Answer

  Date: 01/30/2025

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

  I have received the replacement treadmill, however, it appears to have the same issue updating the software as the last model I received. I would like the opportunity to leave the case open until the App issues are resolved with the new treadmill.

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

  Business Response

  Date: 02/24/2025

  We have made several attempt to contact this customer so that we can walk her through  the update screen steps. We have called as well as emailed but get no response from customer. At this point I am not sure what Echelon can do to resolve this complaint if the customer will c=not cooperate and give us the opportunity to correct the issue. Please close this complaint as the customer is not working with us and we are doing our best to resolve this in a positive resolution.

   

  Thank you,

   

  ***** ********

  Customer Answer

  Date: 03/06/2025

  
  
  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:01/06/2025

  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.

  I ordered the Ellipse EL-8s elliptical machine from Echelon on 12/6/24 for a total of $1,102.49. Since I live in Hawaii and Echelon does not ship to Hawaii I have to use a third party called **************** which provides an address to their warehouse. When they receive it they send me pictures of the item and a shipping quote for confirmation to ship it to me in Hawaii. ************ received a shipment on 12/16/2024 and sent me pictures of the item. The pictures they sent me were pictures of the Stride treadmill, which I never ordered. I called Echelon on 12/16/24 and informed them they shipped me the wrong item. I emailed their customer service pictures of the incorrect item as well. I asked how they would pick up their treadmill they sent that I did not order. The customer service representative I spoke with over the phone told me there is no one I could talk to and they would have to escalate the issue to another department.
  
  On 12/17/24 I received an email that a replacement for the correct item has been issued. I was still not told how Echelon would pick up the treadmill they sent so I called and again they said they would have to escelate the issue. I could not speak to someone who could actually resolve the issue and tell me how the treadmill would get back to Echelon so I could in turn let *********** know.
  
  On 12/19/24 I received an email from ************ that they had received another item for me. When I looked at the pictures to confirm it was the elliptical I ordered, I saw that Echelon had sent another treadmill. I called Echelon and again no one could tell me how either treadmill would be picked up by Echelon nor could they tell me how they were going to fix the problem and send me the elliptical I ordered. They just said they were going to escalate the issue.
  
  I received a tracking number on 12/30/24. As of 1/3/25 the tracking number is not in the system, Echelon can't tell me what is going on with it or how the treadmills will be picked up.

  Business Response

  Date: 01/07/2025

  We contacted the customer and are getting the right equipment sent to him as well as picking up the wrong equipment. Customer is satisficed with the resolution. Please close this complaint.

   

  Thank you ,

   

  ***** ********