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:09/27/2024

  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.

  On August 14th 2024, I purchased an Echelon Stride-4s with an Echelon Premier Yearly plan and an Echelon treadmill mat. Per the email instructions I prepared for the delivery of my treadmill by activating the membership then the waiting started. The Mat arrived later in the week but no word on the treadmill itself. My purchase came at a time when they were running a big sale, the discount on the treadmill was $700 and the mat was thrown in for free. When buying the package estimated delivery was slated for 7-14 days. On August 26, I reached out to Echelon via email requesting a status on when the treadmill would ship. The response was sit tight, you will be notified by email when it ships with a tracking number. On September 3rd, I reached out again and told the same thing by the same person who responded to my first email. Because the same person responded to me the second time I decided to call customer service because at this point I was concerned that my issue wasn't being properly addressed. On September 4th, I called customer service who looked into my order and said the same thing the emails did about the warehouse sending me a tracking when it shipped. Now at this point Im confident my issue wasn't being escalated but rather managed and it was disturbing that the Echelon reps simply did not have any idea of the status of my treadmill. It's like theirs no communication happening between customer service and the fulfillment team. On September 26th, I called again and got the exact same response that the other Echelon reps gave me. At this point I requested a Refund, I had to ask three times before the Echelon rep initiated the refund process. I was told I would be getting a email but again like previous times the process wasn't transparent, hence the BBB compliant. Im out $2,126.98 dollars and have no idea on how my refund is being processed or an accurate status of the treadmill.

  Business Response

  Date: 09/27/2024

  This customer has been refunded. Please close this ticket  as resolved.

  Customer Answer

  Date: 09/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no information was provide on what exactly is being refunded. I received a email with a shipping label to send back what I assume is the treadmill mat based on the dimensions. I need more transparency, I paid for the equipment with my HSA card is the full amount just going to go back on the card or are they going to cut me a check. I want acknowledgement in writing that the mat, treadmill and subscription service are all being refunded with the total value of that refund. I also want to know the time frame for when I'll see the money either via check or back in my HSA account. Im not asking to be treated special, Im just asking for Echelon to do the basics here. I appreciate the quick response on my complaint and the approval of my refund, but by no means does that close this issue.
  
  Sincerely,
  
  
  
  ****** * ********

  Business Response

  Date: 10/01/2024

  This customer was contacted and we left a voicemail letting him know the amount of his refund and that it would be refunded to his original purchase platform. We also let him know that we are waiting for the mat to be returned and then he will be f=refunded for that as well. Please close this complaint as resolved.  Thank you

• Initial Complaint

  Date:09/25/2024

  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’m writing this in regards to an issue with an echelon Fitness sport connect bike. I purchased the equipment on 9/7/24 and the cadence sensor was not working I completed a ticket on the zendesk for the company and a replacement sensor was sent. I replaced the sensor and again it still does not work. I’ve contacted the company through ******* and multiple calls into their service line and nothing has been done. We are approaching 3 weeks with no answer.
  
  I’ve provided them multiple times the receipt for purchase and provided everything they have asked for.

  Business Response

  Date: 09/25/2024

  We have ordered a replacement bike for this customer and he is satisfied with the resolution. Please close this complaint.

• Initial Complaint

  Date:09/20/2024

  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.

  Have had MANY technical issues with the Echelon platform and Echelon bike for the last 10 months. My membership was paused. Echelon stated all issues were fixed so I decided to renew my 2 year membership (previously also had a 2 year membership). Membership was auto deducted from my bank account for $599, bank flagged it as fraudulent and didn’t accept charge until approved. Logged in online to re-authorize the charge, unable to proceed online. Kept giving multiple errors. Called Echelon customer service, they sent a link to pay for membership. Clicked link- amount was for $699. Sent e-mail back stating I would not pay 100$ extra for membership. Customer service re-sent link for $599. I then proceeded with payment. Payment went through. Still could not access my membership. Contacted echelon again, they were unsure what the issues were. Said they were working on it. Randomly received a refund for the amount for membership. I still cannot access my membership or pay to get one. I have called and sent e-mails to customer service with no response. I am also receiving a message to leave a voicemail when calling. Now I have a bike with no membership and no answers from Echelon. Seems that they are avoiding any contact with me.

  Business Response

  Date: 09/25/2024

  We have let customer know that this issue is being worked on by the development team and as soon as it is taken  care of we will let her know and credit her time.

  Customer Answer

  Date: 09/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It has been well over a week since contacting Echelon about this issue. I keep getting the same run around from each support customer service representative. It’s seems that Echelon is avoiding fixing the issue-hence the same option to fix problem, which has not been fixed. Echelon also continues to send me a link to pay $699 for the membership trying to get me to pay for it. Still cannot access my membership or pay for one. Still have a bike I cannot use. 

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

  Customer Answer

  Date: 09/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Prior to two days ago, Echelon wouldn’t even respond to my emails regarding this situation. I called multiple times as well and only received a message to leave a voicemail. Only after calling again, and again, I finally reached someone-this was also with me stating I reached out to BBB. Today, I still have no update on the status of this complaint. Keep being told it’s being ‘worked’ on. Not sure how long it could take to fix such a minor issue. It took less time to fix the bigger issues I’ve had with Echelon for the last 9 months. 
  
  Still waiting on the fix, Echelon. 
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 09/26/2024

  Unfortunately at this time there is nothing else I can do to help this customer. Once the development teams and the factory have the issue corrected I will be sure this customer gets taken care of.

  Customer Answer

  Date: 10/10/2024

  Issue with Echelon started on 9-18-24 when I attempted to renew my membership (previous complaint filed for that). Still do not have access to my membership (which they say is still being worked on). I continuously keep getting the run around regarding the membership issue and have an Echelon bike now just sitting, unable to be used. It is now October, and still have no answers from Echelon. At this point I want to return my bike completely and be refunded the amount for the bike-considering I cannot use purchased bike. Inquire daily about updates on the issue and all Echelon can say is, support team is working on it. It’s been weeks, still no updates or fixes. I want my money back Echelon. At this point it’s difficult to even want to fork money over for a membership when customer service for the product is absolutely AWFUL. Not to mention the last 9 months of technical error and software issues they’ve had. Refund, please.

  Business Response

  Date: 10/10/2024

  We have asked the customer for a new email so that we can attempt to set up a new membership account while we look into the problem with the existing account.  This is being done at no charge to the customer  Please close this complaint.

  Customer Answer

  Date: 10/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not want the complaint closed until I have a properly functioning membership and a 2 year premier membership established for the rate of $599, which I was originally charged for in September. 
  Once that is confirmed, I will gladly be happy with this being closed. Until the issue is resolved, this should not be closed.
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 10/15/2024

  We have talked with this customer and we have set her up with a new membership. Customer said she is happy with the resolution. 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. Echelon has fixed the issue and also compensated me for the inconvenience. 
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:09/20/2024

  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.

  Date of Trans- 9/6/24
  Stride 6 Treadmill
  
  My husband and I received it 9/11/24.
  Opened it that following Sunday when we had time. From the box it did not work. Customer care was not available on Sunday. We called Monday only to be jumped through hoops with regular IT type questions. We said immediately we wanted to return it. If this was any indication on how the product would function going forward, we were done. It’s been nearly a week and no resolution has happened. They did shut down my membership as requested but I am told I can not received a refund to the for of payment for an app membership until the treadmill is received. They are not exclusive of one another. I financed using an option. Through ******** and would like this whole thing rectified before payments start coming from my account. Echelon can not guarantee when so wine will pick this garbage up. They even emailed my case to a totally different individual!!!! I can’t even get a person on the phone to delete all my personal data from online either. I truly want nothing to do with them and need help getting this resolved immediately, please! Thank you!!

  Business Response

  Date: 09/20/2024

  We have initiated a pick up of this customers order. We have expedited it and moving it faster than normal she is being impossible and calling customer service every 30 minutes and ousting on social media at the same intervals. She was even heard laughing with her friends stating she was being irrational there is nothing more we can do for this person than we are already doing. She is being banned from our social media due to her behavior. We will refund her once the unit is picked up. Thank you for understanding. 

  Customer Answer

  Date: 09/20/2024

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

  I never said that I was being irrational. I said that I was NOT being irrational. I’ve not been laughing except when your agent called me *****. Only to find out it was because you literally sent my case to a ***** ********. This whole thing has been no laughing matter. I’ve dealt with this either during my work hours or at home with my daughter. No friends have been around me. 
  Social media, I am only telling the truth! Buyer Beware!! The sad thing is, like I’ve mentioned multiple times, I had high hopes for this product and loved the space saving design. I totally feel like it was just a money grab. 
  I am unable to move forward with a new purchase because I’m stuck waiting on some whim for this to be picked up. As of right now, it’s due to be picked up next Friday. That is because I reached out to the vendor doing the shipping. I pushed the issues and contacted the vendor that I feel like I can get on their list for a pick up next Friday. 
  I have also contacted the bank this was financed through and let them know a full refund is to be expected. I have no intention on paying for a product that is totally defunct and that I will not be keeping. 
  I would like to know how I will be compensated for being inconvenienced and unable to move forward? 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/19/2024

  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.

  Although on the website under account, there is an option to cancel membership, the website won't complete the member cancellation. It is a symbolic link. They are wasting our time by having us ending up with phone call.
  I am in trial membership. The system is not letting me cancel online although there is a button, it won't complete the cancellation on purpose.
  Echelon has its way of stealing people's money by hindering online cancellation avenue.

  Business Response

  Date: 09/24/2024

  This customer has been cancelled and has not been charged for anything he hasn't received. Please close this complaint.

  Customer Answer

  Date: 09/25/2024

   
  
  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:09/16/2024

  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.

  My echelon Stride 40 has a defect and the welding at the base of the Handel Bar has come loose. I contacted echelon customer service on July 17, 2024 and file the issue under my 5 year warranty. I was told that the issue would be escalated to support and and someone would follow up with me soon. I called back on August 26, 2024 and spoke with an agent and
  I requested to speak with a supervisor. The agent said that the supervisors were too busy to talk with me about the issue with the treadmill. I asked if I could leave a message for a supervisor to call me back and the agent told me that that was not going to happen. It is now September 14, 2024 and no one has contacted me about my warranty claim on the issue with the treadmill.

  Business Response

  Date: 09/18/2024

  We have upgraded this customer to a better treadmill and customer is happy with the resolution. Please close this complaint.

• Initial Complaint

  Date:09/16/2024

  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 have received my treadmill over a week ago over a week ago and so far I have not received the screws that some was missing understand that the order was made, but it haven't been shipped out yet. That was all they was able to tell me I send in my receipt why is Taking so long

  Business Response

  Date: 09/24/2024

  We have let customer know that once the screws arrive from the factory we will send them out to him. At this point that is all we can do.. We also let him know we will extend membership for any time that he has missed. 

• Initial Complaint

  Date:09/03/2024

  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 purchased an Echelon treadmill through ****** on 08/18/2023. Only way to use this product was to activate a subscription, which I did and had a yearly renewal cycle. Initial purchase was free of cost and renewal was going to be for 423.99.
  
  I was dissatisfied with the product so I returned it back to ******. I did not need the subscription so I cancelled the subscription on 10/11/2024. Cancellation did not take effect right away so I thought it could have been an overnight process. I even recorded a video of cancellations. Turned out, it was never cancelled because Echelon charged me again on 08/27 for $423.99.
  
  I tried to reach the company via email. I am yet to hear back.
  
  I got a call back on 08/30 for the voicemail that I left on 08/29. The representative transferred to their membership department that never answered even after 30 mins wait. I called again on same day. The representative transferred again to same membership folks and again to no one's surprise, no answer.
  
  I need full refund back to my credit card and subscription must be cancelled. I cannot do this every year. Cancellation from their website never works. This is one of the worst company I have dealt with. I am baffled that ****** would do business with such a bad company. I would not recommend this company to even my enemies.

  Business Response

  Date: 09/03/2024

  This customer disputed their charge and we accepted the dispute on Sept 3rd. Customer should have their funds in 5-7 business days depending on their bank. Please close this complaint as resolved.  Thank you

• Initial Complaint

  Date:08/23/2024

  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 been seeking a repair or replacement of a ROW rowing machine for over 6 months. Echelon customer service continuously sends repeated requests for the videos and pictures of the malfunctioning ROW (there is no ability to control the resistance). Echelon even sent a third party technician who replaced the motor, but told me that the unit was missing a connection to the motor to make it operable. The tech and I submitted a video of the malfunction and hanging wire. Customer service told me they would replace the unit, but has repeatedly backtracked and asked for the same video again. Recently, a rep told me to send them copies of their emails with me to prove I was with in the warranty after 6 months of trying to fix the problem, which I did. They also ask random questions about lights and send parts that do not apply to the ROW.
  
  They are stalling to see if I will just stop calling them. The unit just needs to be replaced.

  Business Response

  Date: 08/26/2024

  We have placed the order for the replacement machine this morning order number #********.  Please close this complaint as resolved per customer request.

   

  thank you

• Initial Complaint

  Date:08/21/2024

  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.

  On 08/03/24, we were contacted by **** regarding a $756.86 charge Echelon was trying to push through. This was not authorized. We let **** know and they blocked it, but in the meantime, Echelon sent it through multiple times and one went through. I reached out to my bank and they opened a dispute. In the meantime, I also reached out to Echelon. I reached a resolution with ******* ***** that if I signed up for a $9.99 monthly membership, they would issue a refund in 5-7 business days, therefore, I closed the dispute with my bank. Today is business day 10 and I still don't have my funds back OR any update. I chatted in on 08/13 and was told I would get an immediate update, I have heard nothing. I chatted in on 08/15 and was told again, I would get an immediate update, again no response. Today I reached out to my bank to make sure nothing was pending for credits on their end - there isn't anything. I reached out to Echelon AGAIN and was told, someone had reviewed and I would hear back by end of week. I have no confidence this will happen... and that's not 5-7 business days, that's 12 - well over 2 weeks! Not only do I not have access to my funds, they're now also charging me $9.99 monthly for their bait and switch tactic. I have spent countless hours trying to reach resolution and am beyond frustrated at the lack of customer service and empathy. The end of my chat today with ********* ** when I expressed my frustration, she actually asked, "By the way we have a promotion going on, would you like to know more about it?" Absolutely UNREAL.

  Business Response

  Date: 08/21/2024

  This customer was refunded in full today and they are satisfied with the outcome. Please close this complaint as resolved to customers satisfaction.

   

  Thank you

  Customer Answer

  Date: 08/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I waited a full week and still do not have a credit. I checked with my bank and nothing is pending. They did close the card because Echelon attempted to run the charge through multiple times.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 08/28/2024

  This customer was refunded on Aug 21st. It takes up to 7 business days for the credit to appear. He needs ot stay in touch with his bank Echelon has done as requested and made the rerfund.

  Customer Answer

  Date: 08/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did wait a full 7 days and the credit did not come through. I also have been in contact with my bank already. They are opening up a dispute since this could not be resolved with Echelon directly. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 09/03/2024

  Waited a few more days and still have not been credited. 

  The card was closed when Echelon tried to submit the payment request multiple times so if they did attempt to credit it as they say, it likely was just returned/bounced right back to them. 

  I checked with my bank and there is nothing pending. 

  Business Response

  Date: 09/04/2024

  Please see attachment showing refunded amount and date of refund . There is nothing more Echelon can do for this customer. This is between he and his financial institution Please close this complaint.