Business Profile

Exercise Equipment

Echelon Fitness Multimedia, LLC

This business is NOT BBB Accredited.

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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.
80 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:08/20/2024
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 purchased a treadmill from Echelon on May 8th and received it on July 1. After unboxing the treadmill on July 8th, I submitted a support request indicating that the treadmill I received did not have the proper hardware to secure it in place. After working through their support process, they put in an order for replacement parts on July 16th. I have routinely emailed them to get an updated on the status of receiving these parts (screws) but have gotten little information outside of they are currently out of stock, but have instead been offered a discount on purchasing additional accessories. Essentially, I have been $2250 paper weight sitting around the house that I still have not been able to use or validate that it is working as intended.
Business Response
Date: 09/25/2024
This customer received his missing hardware on sept 24th. This claim should be resolved at this point and closed Order number #******** delivered 9/24
Initial Complaint
Date:08/06/2024
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.
treadmill stride 8 came Saturday, said it needed a update ,
called and walked me through steps and now the screen wont work at all , i was told someone else would call me back and that was 2 days ago, i also sent a email and was told they would respond back with instructions
after reading i could have used my phone app to do the update, but i was not told that , so its now monday , still no email and no call and treadmill just sits.
i see this company is not bbb certified , and it shows
Business Response
Date: 08/26/2024
We have been trying to communicate with this customer as well as her husband, however they will not respond to us after several attempts. We will keep trying to reach them so that we can get this resolved, but I wanted to make you are that we are trying.
Thank you,
Initial Complaint
Date:08/05/2024
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 ordered a treadmill which arrived damaged and has not once worked. I reached out to Echelon’s customer service team as soon as I received it, and they told me they will email me once they have been able to review the case. I have followed up and they are unable to give me an estimate on when they will have it reviewed. Right now I essentially just have an expensive coat rack that I haven’t been able to use even once.
Business Response
Date: 08/05/2024
We are sending a replacement unit to the customer. Please close this complaint as resolved.
Customer Answer
Date: 08/05/2024
Hi BBB,

I submitted complaint # ******** for Echelon Fitness Multimedia, LLC, but they have since reached out to me to send a replacement. I would like to close the complaint. Please let me know if you need any additional information from me.

Thank you,
****
Initial Complaint
Date:07/30/2024
Type:Delivery 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.
What an absolute nightmare this entire process has been.

I ordered a $1,049.99 treadmill from this company on July 6. Received an email that my product was shipped on July 9. The link for the tracking number provided didn't work. I called customer service on July 13, and they asked me "Which shipping company was used" - How would I know which shipping company they used? Finally the agent was able to locate my shipment and sent me a new tracking number. However, when I clicked to track, it said that my product had *not* shipped yet, contrary to what it said in the email. I called customer service back to cancel the order. They told me that they could not cancel the item because "it had already shipped". I told them it had not, according to the tracking. They informed me that my only option was to refuse the delivery when it arrived.

I kept tracking my shipment, and it was finally "scheduled" (Without a phone call to confirm my availability) for July 30 between 10am - 2pm. The delivery never showed up, nor did they call to reschedule. I paid $299 for white glove delivery. The tracking now =says it's been rescheduled for August 5, again with no phone call or email to confirm my availability. I am training for a marathon in the oppressive heat and humidity and need this treadmill to do my weekday runs safely. I am infuriated beyond anything I can express in words.
Business Response
Date: 08/05/2024
We have turned the delivery around and will be issuing the customer a full refund. Customer is aware of this sop please close this complaint.
Customer Answer
Date: 08/05/2024

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:07/29/2024
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 initially filed a warranty claim on my GT+ bike on April 2, 2024. My initial warranty claim process went smoothly, but the replacement unit I received was also damaged beyond use during shipment. On April 19, 2024, I contacted Echelon and began the process of getting another replacement unit. It was not until May 14 that I got confirmation that another replacement was being sent out.

This replacement never arrived. I called and spoke with multiple customer service agents who simply did not believe me that the unit did not get delivered as they could see that the package was signed for on the ***** website. After many attempts at resolution, one agent found out that the package was delivered to somewhere in Las Vegas. How nobody checked where the unit was delivered is beyond me. I live in Indiana, so it obviously did not get delivered to me. This misdelivery did not get resolved until July 1.

On July 1 a third replacement unit was ordered, but it was allegedly returned to sender damaged on July 12. Of course the return of this equipment to Echelon was not communicated to me until I had to reach out again on July 17 asking about the status of my order. On that same day another replacement unit order was created. When I followed up today, July 26, that order still has not left the warehouse.

I simply do not understand how it is this difficult to get a unit out the door when I received my first warranty replacement in a timely fashion. This has been one of the worst customer service experiences I have ever had. On top of this, I am still paying $39.99 for my monthly Echelon Premier subscription that is essentially useless without a functional unit to go along with it.

In order for this to be resolved, I am looking for a functional warranty replacement to be delivered and a refund of $159.96 for the 4 months (April, May, June, July) of Echelon Premier that I have not been able to use.
Business Response
Date: 07/30/2024
Customer is set to receive replacement bike today and we have credited his membership the number of months he was without use of his equipment and customer is satisfied. Please close this complaint as resolved per customer satisfaction.
Customer Answer
Date: 08/02/2024

Complaint: ********

I am rejecting this response because:
The replacement bike I received via ***** on 7/30 arrived damaged to the point of it not being usable. See attached images. I communicated this issue to Echelon the same day. There has been no response from Echelon regarding this. This is why I am not accepting the response made by the business as satisfactory.

Sincerely,

**** ********
Business Response
Date: 08/05/2024
Customer has spoken with one of my agents and we are sending him an upgraded product and customer is happy with this resolution. Please close this complaint.
Customer Answer
Date: 08/12/2024

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.

Sincerely,

**** ********
Initial Complaint
Date:07/25/2024
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 purchased a treadmill in January, which was delivered on February 15. I experienced the following issues:

Software download problems:

The treadmill would cut out during workouts.
The software download popup led to a blue screen and never completed.
I contacted customer service via phone and email.
A resolution was finally reached after several weeks.

Incline malfunction:
In June, I discovered the incline trackball was sunken in.
I've made multiple attempts to contact customer service via email and phone.
I've received no follow-up or response to this issue.

Product rating discrepancy:
Upon researching the issue online, I found other customers reporting similar problems.
I noticed a significant difference between the product ratings on the company's website and other sources, which I consider false advertising.

Poor customer service:
The lack of response and resolution has been frustrating.
I'm concerned about dealing with this company for the remaining 5 years of the warranty period.

Given these issues, I would like:

A full refund for the treadmill.
The equipment removed from my home.

I believe the company should honor their warranty without requiring such extensive efforts on my part.
Business Response
Date: 07/29/2024
We have initiated a pick up for the item and once picked up we will be refunding the customer in full. Please close this complaint as resolved per customer satisfaction.
Customer Answer
Date: 08/05/2024

Complaint: ********

I am rejecting this response because:
While my treadmill was picked up on 7/26/24, they have not issued a refund. I was not provided shipping information by the company that retrieved the treadmill. In addition, I was charged for an Echelon fitness yearly membership. I am unable to find any information in my account to cancel this. I want to ensure I do not receive a reoccurring charge.

Sincerely,

***** ******
Business Response
Date: 08/13/2024
This customer has now been refunded. Please close this complaint as satisfied per customer.
Customer Answer
Date: 08/14/2024

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.

Thank you.

Sincerely,

***** ******
Initial Complaint
Date:07/16/2024
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.
On July 6th 2023, ****** with the Membership Team, sent an email that served as confirmation that my subscription has been updated and my next billing date is on July 5, 2025.

On July 5th 2024, I was charged $599.99. I couldn’t get a hold of anyone at echelon and feared that my credit card was compromised. On July 6th 2024, customer service ******** sent an email apologising for the inconvenience caused and told me that a team member was looking into and a refund would be issued. It’s July 16th today, I never heard back from echelon’s membership team. My bank ended up refunding the money, but I can no longer access my membership that was supposed to last into July 2025.
Business Response
Date: 07/18/2024
This customer disputed her charges and we did not fight it so she was returned her money. We also gave her a free year of membership to make up for the time she lost. Please close this complaint as resolved with customer in a satisfactory manner .
Customer Answer
Date: 07/18/2024

Complaint: ********

I am rejecting this response because:
My membership should have lasted into July 2025 anyway, so it’s not a “free year” that they’re giving me. It also looks like it’s a monthly subscription and from the email sounds like I’ll be billed for it every month.
If the company wants to give a free year, shouldn’t it be an annual membership last into July 2026?

Sincerely,

*****
Business Response
Date: 07/18/2024
The customer is correct she just misunderstood what the resolution was. She was originally to have a 2 year membership and that she has paid for Unfortunately after the end of year one, our system accidently billed her again for another two years. The customer disputed these charges and we did not argue so she was refunded the incorrect billing. What we did was give her the other year she paid for , but for us in customer service it is a free year . That is where the confusion came in. She already paid for the year we gave her but it had been cancelled so we reissued the 1 year that was mistakenly taken away from her.
Initial Complaint
Date:07/08/2024
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.
My husband purchased a bike for me on my birthday. However one of the features did not work. So we called tech support on May 7th. I was a part needed to be replaced. The part came in the mail and my husband replaced the part, and the bike still did not work. May 16 I opened another ticket with the promise that it would be escalated. I emailed on June 29th and advised that my card was charged and I wanted a refund and my membership canceled because the product was not working. I eventually spoke to a supervisor who was able to give me back my intial 43.77 and replace my product. That was 7/1 7/5 my card was charged again 39.99 and 7/7 my card was charged 39.99. I am done. I believe this company is playing games and I want all my money back.
Business Response
Date: 07/08/2024
This customer has been refunded as requested . Please close this complaint as resolved per customer request.
Initial Complaint
Date:06/28/2024
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.
On December 14, 2023, I placed an order for a treadmill, annual subscription with a premium in-home delivery and assembly for an additional cost, with an expected delivery date between December 23 - December 29th, 2023. Initial attempt of delivery on December 27, 2023 was a failure because the delivery company did not have the premium delivery option identified. I contacted customer service and was told that the issue will be remediated and a new delivery date will be provided. The second attempt of delivery was January 4th, 2024, which during the normal inspection of product, it was noted that the item was damaged and the delivery was denied. I contacted customer service on the issue and a third attempt of delivery was suppose to take place on February 8th through a different delivery company (*****). ***** called to schedule a delivery date, I asked about the assembling process and was informed that they do not provide the service and was not indicated on their end. Again contacted Echelon customer service to have the issue resolved repeatedly over the next 2 months to have the issue resolved. On April 24th, the equipment was delivered and set up, however the machine was not working and I had to contact customer service again. Another set of technician was sent over on May 13th and they could not identify the issue and have the machine working. Repeatedly, I contacted customer service, researched upper management contact information to inform them of the issue and report the issue on BBB board. On May 21st, Echelon contacted me with a second-tier level associate who was able to troubleshoot and identify the issue but no resolution was made as parts needed to be shipped and a technician has to sent to have it fixed. However since June 5th when the parts arrived, I have been contacting Echelon every 3-5 days on scheduling for the repair and no resolution till now despite promises of actions to be made.
Business Response
Date: 07/03/2024
We are sending a replacement unit to the customer. Please close this complaint as resolved to customer satisfaction.
Customer Answer
Date: 07/05/2024

Complaint: ********

I am rejecting this response because: I have not received any communication from the business that they are sending a replacement through the proper shipping and assembly process. I will need the business to communicate with me on the replacement process including the delivery and assembly of a working product, as well as picking up the current non functional product they had initially sent to me.

Sincerely,

*********** *******
Customer Answer
Date: 07/22/2024
I have reached out to the company as of today regarding update on the status of the issue and was informed that it has been escalated and no resolution has been provided. I am attaching email correspondences between myself and Echelon.
I have not received any resolution action from them and constantly reaching out.
Business Response
Date: 07/29/2024
We have let customer know that we can not meet his demands and are wiling to give him a full refund. Customer will not get back with us and therefore we are still waiting to resolve.
Customer Answer
Date: 07/29/2024

Complaint: ********

I am rejecting this response because: there is no matter of fact that there was an outreach to me to resolve the matter that was met with a non response. The last communication was from me, where I was explicit in my expectations of the minimum condition to resolve this ongoing issues. My outreach was met with a non response, and thus I am shocked and left to question the intent behind their claim that an outreach to resolve this was met with my non response.
To affirm the status of this ongoing issue that has cost me time (7+ months), money and effort - I am still left with an instrument, it's replacement parts (that they have failed to make effective and demonstrative effort to install) both of which weigh an amount that will require machinery and / or special labor to dispose off and that is currently creating dead space in my home.
A full refund is not sufficient and does not provide a resolution. I expect at minimum to be provided with a working instrument, installed and confirmed to be functioning.
Please see attached for my most recent communication to hem on this matter, of which they did not provide a response - there my minimum expectations is again outlined.

Sincerely,

*********** *******
Business Response
Date: 08/05/2024
We have spoken with customer again and we are picking up the bad unit and delivering a new unit that will be assembled. Please close this complaint.
Customer Answer
Date: 08/11/2024

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:06/24/2024
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.
7 months and 3 different 8S ellipticals, none have ever worked. ***elon acknowledged to me today that the machines do not work, yet, they continue to sell them online as though they do work!

We purchased an Elliptical in October 26, 2023, order #: ***#****** for $1,799.99 along with the delivery & set up for $300. We later got a $300 price adjustment when the elliptical's price dropped, so, that puts us at $1,799.99 total.

That machine never worked. Dozens of calls and emails later as well as troubleshooting with their IT for a few hours, and they had the defective machine picked up, replaced and set-up with a 2nd machine. The 2nd machine didn't work either. Dozens of emails and numerous phone calls later and they have the 2nd defective machine removed, and replaced and set up with a 3rd machine.
The 3rd machine does not work either. Dozens of emails, several phone calls and another marathon troubleshooting session with their IT, and still no working machine.

I filed formal complaints with the FTC and the NV Attorney General, which I let echelon know that I did yesterday.

Now, today, they are finally taking me seriously after several dozen hours of back and forth with them and the delivery/set-up company over the past 7 months.

They finally stated today that the elliptical machines do not work and there is no fix. They said the only option at this time is a refund and returning the 3rd defective machine. They continue to knowingly sell ellipticals that do not work!

We already have the echelon treadmill, bike, rower and mirror all connected to our membership. That is why we also purchased the elliptical, so that it too would be connected to the membership without any additional fees.

I do not want a refund, I want a WORKING elliptical machine that connects to our membership, just like they are falsely advertising is being done on their website and at least 11 other approved dealer websites.
Business Response
Date: 06/26/2024
We are sending out another unit to see if this will fix her issue. If not, then we will be picking up the unit and refunding her the money she has spent for the faulty unit. Please close this complaint
Customer Answer
Date: 06/26/2024

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,

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

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