Business Profile

Exercise Equipment

Echelon Fitness Multimedia, LLC

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Complaints

This profile includes complaints for Echelon Fitness Multimedia, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

267 total complaints in the last 3 years.
81 complaints closed in the last 12 months.

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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:01/02/2025
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.
I had a free subscription from Echelon which was due to be over in February 2024.
I cancelled it. They have continued to charge me $50 every month till October 2024 (total $450 CAD).

I noticed in early May that the charges were still on my credit card. I emailed customer service in May (May 14) requesting a refund. They said they would escalate it and then I never heard back.

I renewed my request by emailing customer support in Nov 2024 and the same thing happened again.

Then I followed up in early December, two weeks later but got no response from customer service twice. I reached out on their ******** page, sending messages, but got no response.

On Jan 1 2025 I telephoned customer service and was informed that my case was in escalation and the rep would re-escalate it for me and they will resolve in 1-2 weeks. I have no reason to believe they will resolve it without outside intervention.

Please see attached PDF for the email exchange in November 2024.

I would like to get a refund of my $450. Thank you.
Business Response
Date: 01/02/2025
This customer was refunded yesterday and it will appear on his cc within 5-7 days. Please close this complaint.
Customer Answer
Date: 01/02/2025

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.
The company has indeed credited the full amount to my credit card on Jan 1 2025.

Sincerely,

******** ***
Initial Complaint
Date:12/30/2024
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.
After canceling my membership with echelon fit on 10/19/2023, I was charged a $440 membership fee on 10/20/2023. I reached out to customer services inquire about a refund for this charge, and after receiving no response I assumed that I would not be receiving a refund, but that my membership had indeed been canceled. However, on 10/21/2024 I was again charged a membership fee of $440. I then reached out again to customer support, to confirm that my membership had been cancelled and inquire about the charge. On 11/13/2024, I was informed that my membership had been cancelled and that my concern about the recent charge would be escelated. After almost a month of reaching out to inquire about the progress of my concern being escelated, and each time being told to wait a few days because the company's member's service staff were experiencing a high volume of requests, I have yet to receive a refund nor have I received any estimate as to when my issue will be adressed.
Business Response
Date: 12/30/2024
This customer has been refunded and we have let him know. Please close this complaint as resolved.

thank you
Customer Answer
Date: 01/01/2025

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. Thank you for your help.

Sincerely,

***** ******
Initial Complaint
Date:12/27/2024
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 charged $615.99 cad of membership fee without any notification. I called the support line to cancel and request refund which was confirmed. Confirmation Email from Echelon support on Nov 9, 2024 as below:

**** ** (Echelon US)
Nov 9, 2024, 1:52 PM EST

Greetings *****,

Thank you for reaching out to Echelon Fitness, my name is **** and it’s going to be my pleasure to assist you!

I cancelled the membership successfully. This subscription's cancel date is: Nov 9, 2024, 8:49:37 PM and is in the past, therefore it cannot be modified or re-activated.

I will do my best to assist you with this! I will transfer the ticket to the corresponding team and they will contact you back with an update on the refund. The process takes 7 - 10 business days.

Should you decide to return in the future, note that we would be thrilled to welcome you back. You may always reactivate your subscription at any time by visiting our website or contacting our Customer Service Team.

I will remain available for any further assistance you may need. I will be happy to help you.

Please let me know if there is anything extra I can help you with in the meantime!

I wish you a wonderful day and please stay safe!

Best Regards,
**** Echelonfit .com
We love Echelon!

It’s now December 26, 2026 and I have not received my refund yet. I called the support line couple weeks ago for the refund status and they told me to wait. The membership was cancelled right away but the refund is taking too long and suspicious of a fraud, which is why I’m reporting this.

Thank you.

***** **** ****************************
Business Response
Date: 12/27/2024
We just refunded the customer. It can take up to ten days to appear back on his account. Please close this complaint as resolved per customer request.

Thank you.
Customer Answer
Date: 12/27/2024

Complaint: ********

I am rejecting this response because:
I have checked my credit card transaction and noticed that Echelon actually has charged me an additional $615.99 CAD instead of issuing the expected refund.
This brings the total amount to be refunded to $1,231.98 CAD. I have attached evidence of the transaction for your reference.
This situation is highly concerning and fraudulent, which reflects poorly on professionalism and accountability.
I kindly request that this matter be escalated immediately and resolved promptly.

Sincerely,

***** ****
Business Response
Date: 12/27/2024
I am not sure why the customer is telling you this. Please see attached.
Customer Answer
Date: 12/30/2024

Complaint: ********

I am rejecting this response because:
I still have not received the refund to the original payment of $615.99 CAD on Nov 9, 2024. I noticed that the pending transaction for $615.99 CAD from December 27, 2024 (attached picture), is no longer appearing in my account. Please confirm whether this pending transaction is unrelated to the original refund request. Also, please provide when I can expect the refund in my account.

Sincerely,

***** ****
Customer Answer
Date: 01/04/2025
As instructed, I waited 5 calendar days for the refund. I have not received the refund yet. Please assist in further escalating the issue.
Business Response
Date: 01/07/2025
Please see attached as we have done everything we said we would do. P{lease close this complaint this is now between Mr. **** and his financial institution.

thank you,

***** ********
Customer Answer
Date: 01/09/2025

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.

I have finally received the refund today. Thank you.
Sincerely,

***** ****
Initial Complaint
Date:12/10/2024
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 charged me for membership without notification or option to turn off the auto renew for the last two year. I never noticed it until now. They emailed me in Sept 2023 and said my card on file cannot be charged. Since I didn't want to renew my membership, I didn't update my payment info. They magically got my other payment card (possibly from my other payment to Echelon) and charged me for $432.49 in Sept 2023 without any email notification. I had no idea that this renewal happened. I didn't use my membership at all for the entire year from Sept 2023 to Sept 2024. Then I got charged again in Sept 2024 without any email notification. I only realized recently as I wanted to use my bike temporarily for some medical reasons. I was shocked to see that I was charged $864 in total in the last two years without knowing it. I passed the timeline to dispute my credit card. I cancelled my membership and this is the company I want stay away forever.
Business Response
Date: 12/12/2024
We have refunded this customer per his request. Please close this complaint
Customer Answer
Date: 12/13/2024

Complaint: ********

I am rejecting this response because: Echelon charged me for 2 year membership without auto renewal notification for a total of $864.98. Echelon refunded me only one year membership for $432.49. Since I recently used it briefly for less than a week (plan is one month for a temporary need and what's how I found out about this issue), I am asking to have refund for another $432.49-$40 (monthly charge) = $392.49.

Sincerely,

****** **
Business Response
Date: 12/13/2024
Customer is not being forthcoming with you. Please see attachments showing the full amount refunded we did not even charge for the week he used which by our policy we could have charged him for 30 days. Please close this complaint as resolved as previously mentioned. Thank you
Customer Answer
Date: 12/16/2024

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:12/03/2024
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.
Purchased Flex Cruiser from *** on July 3, 2024 (they have 30 day return policy) Echelon has a 1 year warranty on equipment. 2 months after purchase crankshaft mechanism that pedals attach to became stripped. Contacted Customer service by email Sept. 5, ********** * asked for the description of equipment & pictures on Sept 5 sent it on Sept 6. Then got email from him on Sept. 19 saying he turned it over to the tier 2 Technical team asking for more pictures, sent pictures Sept. 22. On Sept. 25 get email from ****** *. saying looks like both crank arms have gone bad and asking for proof of purchase, sent it. On Sept 26 get email from ****** saying "Since your bike is still covered by warranty, I have placed a replacement order for you, as we do not have the specific parts available and we do not want you to miss any valuable time using your equipment, while waiting for the parts to be back in stock." and another email from Echelon Fit Warranty with Order #******** for new bike. On Sept 27 get email from ****** saying "unfortunately, your order had to be cancelled, as it was not placed correctly on my end". Never heard from her again. On Oct. 28 my niece contacts customer service by phone spoke to ****** **, he says he will look into it and get back to her, he has not. I sent him email on Nov. 10 asking what's up, no response, emailed him again Nov. 26 and told him I would be filing a complaint with BBB, no response. After all this I just want my money back.
Business Response
Date: 12/03/2024
We have ordered a replacement bike for this customer and they are happy with resolution. Please close this complaint as resolved.

Thank you
Customer Answer
Date: 12/08/2024

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:11/25/2024
Type:Customer Service 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 exercise climber/stepper on ******. Everything was fine at first. I used it 3 times a week for about 30-45mins. Then, I noticed silver shedding on my floor. The metal was scraping on the steps, causing metal shavings/dust. I contacted ****** who told me to contact the company. I sent proof of purchase, photos, video, etc. I was corresponding with ****** * who told me he would escalate my ticket. This was on 9/6. I waited a month and a half, then called. The the rep stated they were behind on complaints with customers needed replacements but I should hear from someone first week of November. It’s almost the end of the month and no one has reached out to me.
Business Response
Date: 11/26/2024
We have been in touch with this customer and we have placed an order for a replacement. Please close this complaint as resolved.
Customer Answer
Date: 12/05/2024

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:11/20/2024
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 cancelled membership a couple days after it auto renewed into a year subscription when I signed up for free trial. Their official policy states I’m well in the right to receive a full refund if I contacted them within 30 days of the subscription starting. Merchant promises refund is incoming and cancels my subscription but never delivers the refund. I contacted my bank to sort this dispute and my bank just automatically awards the win to the merchant without any explanation on why I do not qualify for refund. Merchant and bank mentions fine print stipulations but won’t and refuses to clarify. Merchant just flat out refuses the refund when I dispute through the bank giving lazy response of their terms and conditions with zero explanation or highlighting which part makes me unqualified for refund. So now they cancelled my year subscription a couple days after it started to take effect and charged me the full amount price for the full year. Promises refund but zero updates after 7 weeks. Refuses refund request from bank dispute and provides zero explanation. Bank is perfectly okay with awarding me the loss despite zero tangible explanation from merchant.
Business Response
Date: 11/21/2024
Unfortunately, this customer filed a dispute with the credit card company before giving us the opportunity to make it right. Being as the dispute has been filed, we no longer have this customers money it is now up to his bank to refund him. We accepted the dispute and no longer have access to refund him. Please close this complaint.
Customer Answer
Date: 11/21/2024

Complaint: ********

I am rejecting this response because: It is simply factually untrue that Merchant has accepted the dispute. ** **** has informed me that merchant has rejected my claim and has given ZERO tangible reason on why it was rejected. The merchant simply responded to the claim with their copy-and-pasted terms of conditions for refund without any explanation. I've read through their official terms and conditions for refund together with multiple ** **** agents who agree i'm fully qualified for refund; without any qualifiers or fine print that would say so otherwise.
It is also untrue that I've not given a chance for merchant to make it right before filing claim. It was 6 weeks after no response and no update after the vendor promised that they would work on the refund, that I've taken action to file a dispute from my bank. considering credit card disputes have time limits and the vendor/merchant has demonstrated little trustworthiness when their refunds take this long with no update. I just cannot get in touch with the merchant regarding this issue. Their service rep has escalated case 6 times and i do not hear back on such a simple request for months on end. in fact, they have never contacted me regarding this issue.

Sincerely,

**** *** ***
Business Response
Date: 11/22/2024
Our system shows the funds should be returned to the customer within 23 days. The dispute was not contested therefore we do not have this customers money to refund. Once the dispute time table has expired the custoer will be refunded through their original form of payment. There is nothing I can do at this time to expedite this process this is a banking rule not Echelons.
Initial Complaint
Date:11/14/2024
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 Echelon Sport bike that I received from Echelon in February, 2024. This bike was given to me as a replacement for a malfunctioning bike I purchased in 2022. This current bike is now malfunctioning as well. The standard warranty on the bike is 1 year. Plus, I pay extra for a premier membership that extends the warranty to 4 years. Echelon is refusing to repair/replace this bike that is only 9 months old.
Business Response
Date: 11/15/2024
We are sending the customer the part needed to repair is situation. This will fix the problem he is having with his resistance. Please close this complaint as resolved.
Customer Answer
Date: 11/18/2024

Complaint: ********

I am rejecting this response because: I tried to fix my 1st bike using the replacement part they sent. I had to disassemble and then reassemble the bike (nearly 2 hours of my time) and it still didn't work. The company has already stated that they don't have a replacement part for this particular model and the bike needs to be replaced. This is a copy of an email the company sent me on 10/4/2024:

******* ** ******** ***
Oct 4, 2024, 3:19?PM EDT
Hello ****,

The speed sensor cannot be replaced on the sport bikes, a new bike is needed here.

May I have a picture of your original receipt when you first got the bike, please?

Best regards,
******* **
Echelonfit.com
We love Echelon!

Business Response
Date: 11/19/2024
We are sending the customer a replacement bike. Order number #********.

Please now close this complaint.

Thank you
Customer Answer
Date: 11/20/2024

Complaint: ********

I am rejecting this response because:
The company has already admitted that the part will not fix the problems (copy of email from company stating that in last response).
Bike needs to be replaced.

Sincerely,

**** ****
Initial Complaint
Date:11/13/2024
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.
placed an order for a treadmill (order ********* including premium shipping & delivery. the order status says it has shipped however for the past 2 days I have called in and spoke to customer service only to be told they are unsure because they have no shipping information and are not sure what is happening with my order. On 11/11/24 I received a call from someone claiming to be a manager stating they would have a tracking number & update by this morning (11/12/24), I waited until 415pm CST to call for an update only to be told there was no update, no manager available to speak to and they escalated the issue and there was nothing they can do. I have requested a refund/cancellation of the order & nothing is happening.
Business Response
Date: 11/15/2024
This customers order has been canceled and refunded per customer request. Please close this complaint as resolved.
Initial Complaint
Date:11/11/2024
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 told a month and a half ago that I would be getting a full refund of my membership. The payment came out of my account and I immediately contacted them. I have reached out on numerous occasions and have been repeatedly told that I will get my refund. I spoke with them a week ago and told them I was fed up and that if my money wasn’t in my account within the week I would be filing a complaint.
Business Response
Date: 11/11/2024
This customer has been refunded. Please close this complaint as resolved.

Thank you
Customer Answer
Date: 11/12/2024

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. I was told that the refund has been progressed but will take 5-10 days to show in my account. If the refund does not appear within the allotted time frame I will reopen the file.

Sincerely,

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

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Echelon Fitness Multimedia, LLC is NOT a BBB Accredited Business.