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

Customer Complaints Summary

267 total complaints in the last 3 years.
80 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.

Initial Complaint
Date:06/06/2024
Type:Sales and Advertising 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 Mirror and was told I could use the fitpass at $12 a month. I signed up for the more expensive one but it isn't worth it. I want to downgrade to the fitpass and they said the fitpass doesn't not work with the mirror. The rep said since the new upgrade the fitpass would not work. It originally worked and now it doesn't. I want them to give me the upgraded membership for the fitpass price since the fitpass no longer works with the mirror.
Business Response
Date: 06/20/2024
We have spoken with customer and are giving her 6 months at a discounted rate. Customer is satisfied with resolution. Please close this complaint.
Customer Answer
Date: 06/21/2024

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:06/03/2024
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 contacted Echelon about a warranty issue with my stationary bike on May 10th. This was all captured on case *******. First they sent a new power adapter which had absolutely no affect and then decided to send a replacement belt which also would have no affect. I explained that the issue appears to be with the resistance mechanism and that I needed a real solution. I have since contacted them on 3 different occasions and each time they give me the run around and say they can't do anything to help me and I need to wait for their teir 2 team to contact me. I have no been without a bike for a month and my one year warranty is not being honored. I'd like a replacement bike sent ASAP and at this point some type of compensation for their terrible business practices.
Business Response
Date: 06/03/2024
we are sending out a replacement unit to this customer . Please close this complaint as resolved per customer request.
Customer Answer
Date: 06/04/2024

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:05/31/2024
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.
We purchased a treadmill directly from Echelon, paying cash in full, in January, 2024. We used it until April 22, 2024 when the roller ball that controls the speed stopped working. We notified them immediately, and instead of sending someone to fix the issue they sent a broken roller ball. I attempted to install it, but that is when I discovered that the new rollerball was damaged, and I did not install it. We have contacted customer service at Echelon by phone and by email many times, about every two weeks since the April date and all I get is that the issue has been elevated inside their company, but no resolution to fixing our new treadmill. We can't seem to get any response to our request to fix or exchange our treadmill. They just say it has been elevated.
We have also been paying $43.69 monthly membership, but can't use the treadmill.
THE AMOUNT WEW PAID WAS ABOUT $3,000. I dont have the exact amount. I have to request it from the credit card company.
Business Response
Date: 06/03/2024
We have spoken with customer and are getting him a different machine and customer is happy with resolution. Please close this complaint.
Customer Answer
Date: 06/04/2024
Thank you so much for your assistance regarding the matter of our purchase from Echelon. They called me and wrote to me right away and are replacing the machine with a similar model that we had purchased. They were very accommodating and polite. We are very satisfied with the resolution, providing the new machine shows up at our door within the next couple of weeks. Thank you again for your assistance. We appreciate it very much.

Sincerely,
***** *******
Initial Complaint
Date:05/30/2024
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.
We received a treadmill that was defective. It had scratches on it, when it recommended an upgrade we pushed upgrade the built in app and the screen went blank, we constantly had to turn on and off the treadmill to get it to work, and the belt kept going to the left. This was the most unsafe experience and this was in a matter of using the treadmill twice. Also I went to cancel my subscription and now I can’t login. I had to request three times for my subscription to cancel after the free trial. We eventually got a hold of a representative after weeks of being told our issues are being escalated and the treadmill was returned on the May 22nd as it was picked up by their vendor. We still have yet to receive a full refund. Whenever we email customer service all they say is it escalated. I’ve asked for a time line and they said when the treadmill will be returned to the warehouse. I asked them when did it arrive and I got no response. We were never given instructions on the returns or given information to check the status of the return. We want our money back right away.

This was my Mother’s Day gift from **** and dealing with echelon and their lack of professionalism is the worst. We just want our money back.
Business Response
Date: 06/03/2024
We have refunded customer and she is happy with resolution. Please close this complaint.
Customer Answer
Date: 06/05/2024

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:05/28/2024
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.
In early 2024 I purchased an Echelon stationary bike from another private individual. The exercise bike is great. I signed up for 3 separate online services using each of their free trial periods to determine which I liked best. On March 10th, well before the end of the 30-day trial period, I logged into the Echelon Fit app and canceled my membership. I did not receive anything via email or other but definetly canceled (I canceled two of the 3 and kept the one I wanted moving forward). Echelon proceeded to charge my credit card the full amount.
Business Response
Date: 05/28/2024
This customer filed a dispute to the charge therefore Echelon is not in a position to refund the customer because the bank has put the money into an escrow account. It can take up to 75 days depending on the bank for the customer to see the refund.
Customer Answer
Date: 06/01/2024

Complaint: ********

I am rejecting this response because:
I have yet to see any refund. Echelon should simply state that they intend to refund my monies as my account was officially canceled before my free trial period had expired.

Sincerely,

****** ******
Initial Complaint
Date:05/13/2024
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.
I bought an echelon bike in December 2021 and didn't use the registered 30-day services for free until February 25, 2024. I just wanted to try this 30-day service, so I registered my bike, and then they just let you register for your 30-day free service if you choose a plan and include your credit card information. So I did. But three days later, I was diagnosed with severe depression, and I could not even leave my bed, work, and do simple things, so I paused the service, and I was expecting to come back when I had recovered. But, two months later, on 04/27, they charged $41.68 from my credit card with no previous contact by email or whatever. 05/03 I saw this transaction when I checked my credit card statement. I think it is very odd because I had not used the service, and they didn't even email me to let me know they would charge me or that my subscriptions were not paused anymore. I contacted the echelon Fit on the website and chatted with ****** *, who told me they didn't return the money after 48 hours, but they would open a request, and I had to wait for their answer. Well, on 05/09, they sent me an email letting me know my request for a refund was denied. And it was just that “the refund request has been denied. Thank you for contacting…”. Even though I was using the service, they charged me. I regret buying anything from the echelon and I never will anymore. I want my money back. I tried to get it in a good way, talking to them and explaining the situation, but it didn't work, so now I am trying to get my money back here. And if didn't work out, I will look for my rights.
Business Response
Date: 05/27/2024
Customer has filed a dispute on the above mentioned charges. Unfortunately, due to this, Echelon is unable to refund her because they no longer have the money. The bank has taken the funds back for Echelon and has it in a trust account. We have let the bank know that we are not disputing the dispute filed and now it is up to the bank to refund the customer. this can take up to 75 days we are told. Please close this complaint as resolved by Echelon.

Thank you
Customer Answer
Date: 05/28/2024

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:05/06/2024
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 contacted Echelon Support (*** ********* on 03/29/2024 regarding concern that the motor was going out on my treadmill. Per their request, I submitted an audio/video clip and model/serial number for diagnostic purposes. The motor has a five-year warranty. Despite numerous follow-up phone calls, each representative has told me that they are awaiting their technicians to review my audio/video tape. I asked for a supervisor to call me and got no return call. It is now 05/06/2024. I have filed a complaint with the Consumer Affairs Division of the ******** ******** ********* ******. The treadmill was purchased at ******* for $699.99.
Customer Answer
Date: 05/06/2024
I will accept repair.
Business Response
Date: 05/27/2024
The customer received a replacement treadmill on 5/14 and is satisfied. Please close this complaint as resolved per customer satisfaction.

thank you
Initial Complaint
Date:05/06/2024
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.
My bike has a click/ jerk in the pedals since I purchased it late November 2023. I have emailed and called customer service regarding the issue multiple times and done the fixes they suggesting none of them fixing the clicking/ jerking motion in my pedal. I was told in mid March my ticket would be escalated further and I have not heard from them and I have reached out multiple times since then with no response.
Business Response
Date: 05/07/2024
Replacement order was placed for this customer. Order number ********. Please close this complaint as resolved.
Initial Complaint
Date:04/30/2024
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.
The sound on my Echelon fitness mirror stopped working after a regular system update. Over the span of two months, I was strung along by Echelon tech support with a few more system updates (none of which worked). I had to follow up with customer service/tech support repeatedly after waiting for days to weeks for their responses. Finally, yesterday, I let them know that if they didn't fix the issue or send me a new mirror, I would be cancelling my membership. I received no response to that email from Echelon, so I called today and terminated my membership. The Echelon rep in the loyalty department apologized and said he saw my messages with no replies from tech support. Due to the equipment not working properly for the past two months, I would like a refund for the membership fees of that timeframe.
Business Response
Date: 05/02/2024
Customer has been refunded the duplicate charges and issue has been corrected. Please close this complaint.
Customer Answer
Date: 05/02/2024

Complaint: ********

I am rejecting this response because:
I'm not sure what you mean by "duplicate charges" and I did not receive any refunds as of 05/02/2024. I was paying a regular monthly service fee of $34.99. During two months of that timeframe the equipment (which was under warranty) stopped working (no sound). I was strung along by tech support over and over with updates that didn't fix the issue. I recently canceled my service with Echelon because of this issue and I don't want to subscribe to a company with such poor customer service and tech support. I am requesting a refund of $70 for two months worth of service when the equipment was not working.

Sincerely,

***** *****
Business Response
Date: 05/03/2024
This customer was refunded in full yesterday. Please close this complaint.
Customer Answer
Date: 05/03/2024

Complaint: ********

I am rejecting this response because:
I have not received a refund. Please provide proof of the refund you say was issued yesterday.

Sincerely,

***** *****
Business Response
Date: 05/07/2024
This customer was refunded he was informed to allow 5-7 business days for refund to appear back on card. It will not appear the same day it is up to his bank when they post it. Please resolve this complaint as we have done what the customer has asked for.
Customer Answer
Date: 05/08/2024

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.
When I called in to cancel service they refused a refund. It was actually this complaint that made them refund it. The refund hos now shown up in my account.

Sincerely,

***** *****
Initial Complaint
Date:04/29/2024
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 a refurbished bike from Echelon online. The bike was marketed as an open box but still with all the warranties and functionality of a new bike. I received the bike in January. Since January the bike has not worked properly. I’ve emailed the company more many times to resolve the issue but to no avail. The company reported doing upgrades to the technology (firmware and the like). Unfortunately the bike I was sold cannot download the upgrades. This means I cannot participate in a live class (the purpose of the bike) and on a most of the on demand videos have no music. The company charges $39 per month to access the live classes. I have been charged each month a service I cannot use. I’ve asked for resolution or replacement for four months. I was refunded $39 one time (bc I had to actually pay twice to start the service) and advised to wait more updates.
Nearly five mo the later the bike is still not functioning and I’ve repeatedly asked for a new bike or a full refund or the the alternative to suspend the $39/mo payments until the bike works. I’ve sent the company screen shots of the error messages and pleased foe assistance but to no avail. Company’s should not be able to sell products, take consumers money, and dial at every opportunity to honor their warranty or even respond to consumer complaints.
Business Response
Date: 04/30/2024
We have made several attempts to contact customer to no avail. We are willing to send her an updated screen which will correct her complaint. We will keep trying until we are able to reach her and resolve this properly.

Thank you,

***** ********
Customer Answer
Date: 05/01/2024

Complaint: ********

I am rejecting this response because it is inconsistent to the previously attached proof and non responsive to my complaint.
I have been charged for equipment that does function properly. The screen shots previously sent did not address the issue as I reported in my emailto them. . I request a replacement and refund of the monthly service fees. In the alternative they can retrieve this faulty equipment and provide a complete refund.

Sincerely,

********* ******
Customer Answer
Date: 05/03/2024
The business responded that they have been trying to reach me which is not accurate. I submitted a chain of email messages where they have not responded. I’ve literally pleaded with them to respond and specially requested that a human get my messages.
I do not have any voice mails, text messages, letters, etc from their alleged attempts to contact me.

I have made nearly $1K for services and equipment that is apparently faulty. They sold me a reconditioned bike that has never worked since I received it.

What proof have they provided that they responded? Even since answering the BBB complaint I have heard nothing from them.
Businesses should be disallowed from simply stating falsehoods about “attempts” that are neither verified nor documented.

I am requesting this case not be closed and that the Business be accountable to at least provide a valid and truthful response.
Their equipment is faulty and they have provided no way for me to repair and have refused to provide a refund for the monthly fees.
Please help.

I welcome a resolution and open communication with the business. I want the equipment to be repaired or replaced and a refund for the monthly service fees that have still been collected despite their full knowledge that the equipment is not functional. In the alternative that can certainly arrange to retrieve the equipment and provide a full refund.

Thank you so much,
*********

**********
**********************
Business Response
Date: 05/03/2024
We have talked with Ms. ****** and let her know we were sending her an updated screen which wil fix her issue and she was fine with this resolution. Please close this complaint.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

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