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Business Profile

Exercise Equipment

Echelon Fitness Multimedia, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Equipment.

Complaints

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

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Echelon Fitness Multimedia, LLC has 4 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/06/2024

      Type:Product Issues
      Status:
      Answered
      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 ongoing subscription for the classes priced at $15/month. In January, I requested to have this subscription cancelled and my most recent renewal refunded, as I hadn't used the subscription. They refunded the January charge but never cancelled my subscription, they kept charging me. I wrote in several days ago requesting a refund and no one has gotten back to me. I have been paying for nothing after requesting a subscription cancellation almost 10 months ago. I have asked repeatedly to have my charges since February refunded, and no one responds with a resolution.

      Business Response

      Date: 11/11/2024

      We have refunded the customer where we cold. There are 4 payments that the customer did a dispute on and she will have to get that from her bank. We accepted the dispute but we do not have the customer's funds the bank has them., Please close this claim as resolved on our end.

    • Initial Complaint

      Date:11/05/2024

      Type:Billing Issues
      Status:
      Resolved
      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 tried cancelling my membership about a month ago so I wouldn’t be charged for the annual renewal. The annual renewal came up about 2 weeks ago and they tried to charge my card. I went online and cancelled again just to find out a few days later they tried to charge my card again. I contacted customer service and they said they would cancel my membership so this wouldn’t happen again. A few days later they tried to charge my card again. I contacted them once again and the same situation happened. They have now been trying to charge my card for 2 weeks and no matter how many times I cancel my membership online or email their customer service, they will keep trying to charge me.

      Business Response

      Date: 11/05/2024

      We spoke with customer and are refunding the money due and made sure to cancel membership as requested. Please close this complaint.

       

      thank you

      Customer Answer

      Date: 11/06/2024

       

      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:11/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Sport bike from ******* in October 2020 and set up the bike shortly after receiving it and registered for warranty and a monthly subscription to the platform on 10/24/2020. About 6 months ago the bike stopped registering cadence while still under warranty. I contacted echelon and after some back and forth and about 2 weeks was mailed a new internal piece which I had to take a few hours to take apart the bike (beyond the basic setup of putting on the peddles and handle bar, this is getting into the bike internals) and replace the part. This worked for a while, but then the cadence started to work sporadically and finally stopped working.

      I contacted Echelon support again on 11/10 reporting the problem and asked it be addressed under warranty. They said they would look into this and what has essentially resulted is 2 months of me following up and them saying "we are still processing your request it will take some time we appreciate your patience." I've asked for an estimate of what "some time" means and it's not provided. It appears from reading this site Echelon in some cases only responds if a customer seeks support from the BBB so this is why I'm submitting this inquiry. Without measuring cadence during rides you do not know speed, distance, calories, etc. etc. It essentially making riding with the app and instructions worthless. I do hope BBB can help get this resolved. I struggle to understand how 2 months of "still processing" is acceptable for a customer who's on a monthly subscription for their service with a bike that is under warranty.

      Amount paid below is $400 for the bike to ******* and $1,440 paid in monthly subscriptions since beginning use of the bike.

      Business Response

      Date: 11/11/2024

      We have sent a replacement and the customer will call us once he receives and sets it up and we will set  up his membership again for him. Please close this claim as resolved to customer satisfaction,.

    • Initial Complaint

      Date:10/18/2024

      Type:Product Issues
      Status:
      Answered
      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 a $500 spin bike from this company. I choose it specifically because it was advertised in a way that made me think it would work without a subscription or app. It doesn't need a subscription to work - but it doesn't work without the app. This means is needs to maintain a Bluetooth connection to function.

      It has never worked well, and it's extremely obnoxious that there is a lag between turning the resistance knob and having the resistance change.

      But this week or become dangerous. Dropping the Bluetooth connection 3x in a 20min ride.

      When the connection drops, the resistance quickly drops to zero knocking you off balance. It is dangerous.

      I talked to support and they offered to troubleshoot but I no longer trust this device.

      I want a refund and I want this dangerous thing out of my house.

      They said they can only do a refund within 30days of our purchase. That is ridiculous in this circumstance where their product is unsafe.

      Business Response

      Date: 10/28/2024

      WE have contacted this customer and given them a couple of options in order to resolve this complaint and we are still waiting to hear back from them.

    • Initial Complaint

      Date:10/14/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      1. Item-Echelon Stride Auto-Fold Treadmill (Certified Open Box). 2. 2 year extended warranty. 3. Purchase date June 30 2023 4. 8-27-2024 notified echelon that incline was not working. Request was made Echelon for receipt, name and mailing address. Troubleshooting guide sent by Echelon 5. 8-30-2024 Notified by Echelon as to whether problem has been resolved, ***** responded that it had not. 6. 9-2-2024 Echelon stated problem would be escalated to technical department. 7. 9-9-2024 ***** requested update as to when Echelon would respond 8. 9-11-2024 Troubleshooting guide sent by Echelon. ***** request an update as to how issue is to be resolved since everything I was asked to do had failed to solve the problem 9. 9-12-2024 Echelon requested that I open the motor cover and unplug a white wire and then re plug the wire back in. This action did not resolve the problem. 10. 9-13-2024 ***** sent requested pictures 11. 9-17-2024 Echelon stated that they would escalate issue to technical team. 12. 9-20-2024 ***** notified Echelon of stuck incline that she had been waiting 3 weeks for Echelon technical department to respond to original request to repair incline. Echelon stated that the incline part would be mailed to me. 13. 10-10-2024 Echelon stated that treadmill was not showing an error code and referred me to how to input FAT information into treadmill 14. 10-11-2024 ***** requested a refund and was declined

      Business Response

      Date: 10/14/2024

      We have talked with customer and we are sending an upgraded product. Please close this complaint.

      Customer Answer

      Date: 10/15/2024



      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:10/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 this bike in December of 2021 from ******. We have been paying for a premier membership plan since then, which contains a 5-year warranty guarantee. In the evening on September 6, 2024 the crankshaft that connects the right pedal to the bike broke clear off while exercising. Luckily no one was hurt. On the morning of September 7, we contacted Echelon customer service, and after providing them with an original receipt and photographs, we were told the bike was under the premier warranty and would be replaced or repaired. We have called to check on numerous occasions since then and have only been told that the request was successfully "elevated" to their senior team and we have to wait. We continue to pay our $39.99 a month premier membership fee for a service we cannot use. They keep telling us to be patient, but it has been over a month.

      Business Response

      Date: 10/13/2024

      We spoke with this customer and we are sending hi an upgrade. Please close this compliant as resolved and customer is happy with resolution

       

      Thank you

    • Initial Complaint

      Date:10/11/2024

      Type:Product Issues
      Status:
      Answered
      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 number is ECH#******
      $999.99
      Date 11/24/23
      Purchase: Connect ******** $999.99 (plus tax)

      Since the first day of use, there has been an ongoing issue with the bike, it clicks and makes a noise while pedaling. I have continually reached out to Echelon, via online messaging platform, phone calls, and emails. Each time I am told my issue is "being escalated" and no one at this time can help me. I was sent a piece to try and fix it. I was unable to even take off a pedal to fix, and reached out. This July, I was told either someone would come out and fix it, or I would be sent a replacement. I continue to call or check in every other week, and still get told it's being escalated. I have been unable to use the bike that was purchased, and would like to resolve this issue, as it is one of the few things I am able to do, following multiple surgeries.

      Business Response

      Date: 10/16/2024

      We have talked with customer ad we are sending a replacement bike. Customer is happy with this resolution.  Please close this complaint.

    • Initial Complaint

      Date:10/10/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      The workout videos do not play on the integrated tablet. My wife and I have been dealing with Echelon on a solution since July 2024, about the time Echelon instructed us that a software upgrade was installed. I have spent hours the past 2 1/2 weeks in a consistent and concerted effort with CS/TS by phone with no complete solution. The attached email is just the latest string. The equipment is of no value without the workout videos. In the meantime my active subscription is still running and I've been told nothing can be done about it - just cancellation - in which case CS/TS will stop. After about 2 weeks, a company CS rep managed to get the video part working BUT the sound does not work. The attached email string deals with the sound issue. I have had problems with the workout subscription since initial purchase. It took about 2 months to get the software working on the tablet the first time. I have pleased with the quality of the equipment but it is of no use to me without the workout videos. Rather than continuing the abuse of Echelon's CS/TS I would like an exchange for a Rower S (and tablet, pre-tested to assure functionality.) If the issue is the tablet, then replace the tablet! Also I would like the active subscription to start on the day the equipment actually works - not at the date of renewal.

      Business Response

      Date: 10/10/2024

      We will be sending this customer an updates screen which should solve the app issue. Please close this complaint

      Customer Answer

      Date: 10/14/2024

       

      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. Please also adjust the subscription renewal to conform to activation of the new screen/ability to use the equipment. At this time I have paid for 3 weeks or so where the equipment is not functional. 



      Sincerely,



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

    • Initial Complaint

      Date:10/09/2024

      Type:Product Issues
      Status:
      Answered
      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 May 21, I placed an order on Echelon  .com for a bike and some accessories. The total cost $2,528.17.
      On May 25 - Shipments began arriving
      On May 30, I assembled the bike. I put it together according to instructions and attempted to activate the bike. There were immediate issues with the software on the tablet connected to the bike. I attempted to reach support which was just an agent with no information to help, but rather they take a message and promise to email you back instructions so you can help yourself!
      After escalation I was connected to a specialist, higher tier, something like that at Echelon. You can see the MONTHS of correspondence with ******* ****** at Echelon and the many changes to the story. There have been numerous failed attempts to resolve the issue including hardware replacement. The truth is the software this company has the machine locked to does not function as promised. Currently my replacement hardware barely functions as it has multi-year outdated software on it without any ability to update.

      I've been waiting almost 3 weeks for assistance getting the replacement updated. As you can see in the notes, Echelon has just one technical person working for the company and he is far too busy to help.

      Business Response

      Date: 10/10/2024

      We have contacted customer and let him know that we are scheduling a pick up of the faulty equipment and once it is confirmed picked up we will refund customer immediately. Please close this complaint.

      Customer Answer

      Date: 10/11/2024



      Complaint: ********



      I am rejecting this response because:

      This business has not contacted me. I have zero awareness of what they’re saying. 

      I want confirmation, by email or response here, of the process and their commitment for a 100% refund, with that dollar amount included. 




      Sincerely,



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

      Business Response

      Date: 10/14/2024

      At this time until the product is picked up I can not confirm a refund amount. I need to make sure the unit iis picked up and in the condition expected before stating the refund amount. Per our return policy the customer shjould be aware of this information. Please see attachment/

    • Initial Complaint

      Date:10/08/2024

      Type:Product Issues
      Status:
      Answered
      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 a treadmill from Echelon Fit back in March 2024. The the panel onto the tread mill is defective and we can not get them to honor the warranty and send us a new part. We have contacted customer support several times and everything they say they will send the part out. When we re contact them we just get told the part is not in stock. We would line to get a full refund on the treadmill because it is worthless and cannot be used as intended.

      Business Response

      Date: 10/08/2024

      We have spoke with customer and are sending a replacement unit. Customer is satisfied with our resolution. Please close this complaint.

       

      Thank you

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

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