Business Profile

Exercise Equipment

Echelon Fitness Multimedia, LLC

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Complaints

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

Customer Complaints Summary

267 total complaints in the last 3 years.
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:04/24/2024
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.
I purchased a rowing machine (Echelon Row S) in April 2023, which came with a 5-year warranty. In February the rower began making unexpected noise while using it, suggesting a failing bearing.

I contacted the company's technical support, who sent a replacement part and instructions. Unfortunately, the replacement part didn't work: the rower belt no longer had enough tension to pull the handle all the way in, making it useless for exercise. I stayed in contact with the technical support team, who offered some unclear suggestions for resolving the problem.

I attempted to apply those suggestions, but they seem to have made the problem worse. The rower no longer has any tension on the belt at all.

At that point (March 1, 2024), they stated that they were escalating the case to the next level of support. I've heard nothing back from the company since then. I've called, sent emails, and even sent a paper letter, but I've received no response - just that it's been escalated, and there's nothing else they can do.

I spent $1500 on the rower and associated service, and have been unable to use it for more than 3 months. The company is de facto refusing to honor their 5-year warranty.
Business Response
Date: 04/24/2024
We have talked with customer and we are sending a replacement unit and customer is happy. Please close this complaint as resolved to customers satisfaction.
Customer Answer
Date: 04/24/2024

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:04/16/2024
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 ordered a recumbent bike through *** of this companies on 2/17/2024. They were notified on 2/22/2024 the digital display screen would not work. They strung me along for 2 weeks assuring me I would get a replacement part until it was too late to return it. It also would have been impossible for me to disassemble and put back in the box without destroying the box. I cannot lift it by myself and return it, I am disabled. *** said I had to return in box. Give me a working part or refund me.
Business Response
Date: 04/18/2024
We have offered to upgrade the customer and even offered to send a technician to assemble it and disassemble the faulty bike and she was not willing to accept that. We let he r know that the consoles would be end most likely then end of this week or next and that was not good enough for her. This customer is not being reasonable. She is wanting a refund and if that is the case she should go to the place she purchased it from and ask for a refund. We are not in the position to refund as we did not sell the equipment to the customer. At this point there is nothing further that we can do. We have offered everything possible to make the customer happy to no avail. It is unfortunate that we could not come to a satisfactory resolution, but at this time I am at a loss as to what else we can do. Should she change her mind and decide to accept an upgrade, I am more than happy to facilitate this as a final resolution.

Thank you,
Customer Answer
Date: 04/19/2024

Complaint: ********

I am rejecting this response because:

This is what she said:****** ** ***********
From:*****************************
To:***** * ********

Thu, Apr 18 at 10:52 AM

##- Please type your reply above this line -##
Your request (*******) has been updated. To add additional comments, reply to this email.

****** ** (Echelon US)
Apr 18, 2024, 10:52?AM EDT
Hi *****,

I hope you're having a great day! I understand that you mentioned you prefer not to assemble another bike yourself. Would you be interested in receiving the new bike and having a technician sent out to put it together for you?

****** ** With Technical Support
**************
We love Echelon!

This is what I said:

***** ** ********
From:************************
To:*********

Thu, Apr 18 at 11:02 AM

No I work M-F. I read a lot of bad reviews about that happening and still have to order parts and things being defective and waiting on the company. That's still not going to solve the root problem of inferior merchandise and no quality control. How would that assure me the display would actually work on that one? The instructions and part numbering and screw sizes could be labeled better.

What would I do with the old one, do they take it away like with appliances?

She did not say they would dismantle or take away the old bike. She did not offer weekend or holiday hours for a technician being that I work 7:30 AM to 6 PM M-F, live alone, and have dogs inside that a stranger would disrupt. She did not say wait another week or 2 this time, I've gotten that excuse for 2 months from other employees. I got a phone call 2 days ago from an Indian woman from their company saying they needed my contact info after I have been emailing them for days and weeks, they are incompetent and knowingly sell junk. And of course she could not promise a new bike display would work, I read all the bad reviews on *** and some mentioned a technician having to leave and reschedule because parts were missing or the display did not work on over 80% of the reviews left on there.

Sincerely,

***** ********
Initial Complaint
Date:04/15/2024
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 husband ordered an Echelon Stride-5s on the official Echelon website on November 11, 2023. The treadmill was delivered roughly 2-3 weeks later. Upon assembly, my husband and I quickly realized that the treadmill was unable to be assembled due to faulty parts. I spoke with customer service and submitted a video of the faulty parts. I was told that this issue was going to be sent up to a higher tier of customer service, but I never heard back from them after waiting 2 weeks and checking back with them 1-2 times weekly.
On December 5, 2023 I searched the internet, and found a name of a man named ***** that worked for Echelon. His email address was not provided, so I guessed at his email address, hoping that he would receive the email (sent to 5 different addresses). I also did the same with a woman I found I knew from ages ago that also worked for Echelon- where she did respond and forwarded my email to her boss. They sent out a tech to assemble to treadmill on 12/15/2023. The tech stated he was unable to assemble the treadmill because it had faulty parts and left. I wrote another email to ***** ******** of Echelon. ***** forwarded this info to ***** * with Echelon, who then ordered a new treadmill. That treadmill arrived after Christmas.
Fast forward to April 1, 2024 when I was running on my Echelon treadmill, and it began to perform a system update which had since caused my treadmill to glitch and stop reading my mileage correctly. I contacted customer service, and they stated it was a console issue, and they have ordered a new console on 4/9/2024, which has yet to ship.
Echelon’s customer service department is very difficult to work with, and I have found that they are not willing to work with their customers to resolve issues.
This will have been the second time I’ve had an issue with my treadmill.
I would either like a brand new treadmill, or a refund.
Business Response
Date: 04/22/2024
We have spoken with the customer and are sending her a different treadmill. She has agreed this would be a good resolution.
Initial Complaint
Date:04/11/2024
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 had nothing but issues with an 1800$ bike "EX5s that I purchased from Echelon and a 600$ bi-annual membership. Echelon performed an update to their software which was incompatible with the bike screens and loss of music during workouts. They did NOT do their due diligence with testing before rolling out the updates and admitted it was a known issue. They did end up sending out a replacement screen (Tablet) to resolve the issue. This worked for a bit but they continued to push out updates that caused more issues off and on. I lost the use of the bike for close to 2 months for a service I was paying for due to their neglect. I also paid for a warranty and recently the crank arm/pedal broke which the offered to replace and said the replacement parts were shipped. I received the pedals but never the crank arm was shipped. When reaching to customer service they blatantly lied and said it was in another shipment. After going back and forth (their response time is awful and takes days) they decided to send me another one. Waited and waited and nothing. Reached out and got a "part is on back order" it will be in stock on April 5th and shipped. Reached back on April 9th and get it will be shipped out. When questioned no response again. Also my 600$ bi-annual membership is due which I'm going on loss of use for almost 3 months due to Echelons neglect. They did extend my membership 29 days I think it was which I complained and they pushed it to 80 or so. Communication is extremely poor and customer service is awful. They basically answer back the same thing over and over. We assure you that your issue will be resolved and apologize for not doing anything. They also refuse to overnight parts due to their neglect. Frustrated customer and missing my bike. This is not good for my mental health as I can't use something I am paying for again to Echelon neglect for going on 3-4 months.
Business Response
Date: 04/23/2024
We have talked with customer and we are sending a replacement unit out today. Customer was happy with our resolution and therefore we would request this complaint closes as satisfactory resolution.

Thank you,

***** ********
Initial Complaint
Date:03/21/2024
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.
On March 2, 2024, Echelon charged the credit card I had on file $399.99. This payment was made automatically, however I was given NO notice that this charge was coming up, and NO opportunity to decline it. I did know that there would be a charge coming up for my account sometime in March, and I assumed I would receive some kind of email notice about it in advance. I hadn't seen anything yet, but figured I would go to my account and cancel before the notification even arrived. However when I went to cancel my account, I saw that a large charge had already gone through without my knowledge or consent. I have now tried three times to contact them requesting a refund. I contacted the company's help line once via text, and was told my refund request would be considered. I followed up after about a week, only to feel I was starting at square one with the customer service rep asking if I would accept a lower rate, and then asking for the reason for my cancellation, which I had already provided. Finally today, 3/20, I called to inquire about the status of my request. They claim they do not see that I was charged, although the charge is on my credit cad statement. The rep I spoke to on the phone refused to transfer me to someone else, and insisted on following up via email instead. I feel I am getting nowhere with them and their customer service seems deliberately designed to stop people from getting their money back after these surprise charges. I have now filed a dispute with ******** regarding this charge. I believe Echelon is acting in bad faith by charging customers who have a card on file with NO advance notice or warning, then refusing a refund even if a cancellation of their service is completed as soon as the charge is noted.
Business Response
Date: 03/21/2024
This customer has been refunded see attachment

Customer Answer
Date: 03/22/2024

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. A refund is currently showing as "pending" on my credit card and I am hopeful that it will go through and resolve this issue.

Sincerely,

****** ****** ******
Initial Complaint
Date:03/20/2024
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.
Bought a new machine and set it up per manufacturer instructions. The app/machine is not working properly. App says it needs to update but when I attempt to it crashes and restarts. The built in tablet and machine doesn’t communicate. Echelon’s official response is they have no fix or timeline for said fix. The only option I am being left with is to wait.
Business Response
Date: 03/26/2024
The order was placed for the part customer needs to fix his equipment. The order was placed at 10:24 this morning. Please close this case as resolved.
Customer Answer
Date: 03/27/2024

Complaint: ********

I am rejecting this response because:
A customer should not have to perform their own “warranty work” for a brand new piece of equipment. Also, a customer should not have to purchase additional tools and materials to perform their own warranty work.

Sincerely,

*** *******
Business Response
Date: 03/28/2024
We have contacted the customer and agreed to replace his faulty uniti with an upgraded machine and provide some extra membership time for the inconvenience. Customer stated he will cont yo uand let you know this has been resolved to his satisfaction.
Customer Answer
Date: 03/29/2024

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:03/19/2024
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.
I subscribed to their program for 2 years. My membership was due to renew on 12/16/23 so I completely canceled on 11/16/23 - 30 days earlier and got rid of my bike. My credit card started getting charges on 2/16 for $7.28 and then again on 3/16 for $9.99. I logged into my old account and found they had me on a monthly plan unauthorized or accepted by me. I repeatedly tried contacting the company and they never addressed my email or chats. I contacted my credit card company and they are trying to address the issue. There is no email or correspondence that shows I opted in for anything. And when I canceled in November 23 my account t showed it was canceled. They don’t send an email confirmation of the cancellation. Shady business and illegally charging my card. I can’t even contact them to stop charging my card because no one is available ever on their “membership loyalty team”
Business Response
Date: 03/20/2024
Customer has been refunded in full the first refund on March 19th and the second was today March 20th. It takes 5-7 business days for it to appear on their credit card statrment. Please resolve this case as closed satisfactorily.

Thank you

***** ********
Customer Answer
Date: 03/20/2024

Complaint: ********

I am rejecting this response because: my account membership was canceled on 11/16 due to renew for a year 12/16. I was then charged Feb 16 and March 16. Yesterday they told me after hours of trying to get communication (resorted to *******) that they would refund March but wouldn’t refund Feb “because I was never canceled back in Nov in their system” which is inaccurate because I showed as cancelled in my account in December and if I was a “glitch” in their system they would have charged me for a year in Dec which they didn’t and then if they moved me to monthly, (which is not how it works) I would have been charged in Dec and Jan as well which I wasn’t. So they charged me erroneously and it was unauthorized. I know the Feb charge is only $7.28 (which is a weird amt) but it’s not right and as a business they could be doing this to many people. They of course took no responsibility and “did me a favor” refunding March. It’s not even about the $7.28 at this point. The time and energy has been extremely frustrating.

Sincerely,

****** ******
Business Response
Date: 03/20/2024
As stated in the previous answer I have refunded everything the customer has asked for.
Initial Complaint
Date:03/12/2024
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 bought a Fitnation exercise bike which sold under the Echelon name. I bought the exercise bike from ***. When I received the bike and put it together the monitor didn’t work which reds calories etc. since the item is under warranty I was told to deal with Echelon directly. So I called Echelon directly and spoke to a very nice and helpful customer service rep named ********** I told her my warranty info and sent her what she needed date of purchase copy of packing slip and model number. She submitted the information for the warranty and it was accepted they gave me a purchase order # ******* and she sent it to the warehouse to be filled this started back in February she made it sound like the order would be filled a week later I waited a couple of weeks then I contacted her again recently on March 6 now she’s telling me tney are still waiting for the part when she told me they had them in the warehouse I feel like I’m getting the run around with is company. Bike is useless without the panel now she’s telling me they are waiting for the panel
Dealing with Echelon is like a waste of time now she doesn’t know when the part is coming when she told me it was coming the following week in February. I’m hoping you guys could put some pressure on this company the really stink with there policies the price of the bike is approximately 199.99 all I want is the display for my exercise bike that works I don’t even want a refund bike took too long to put together. I don’t want to wait for months for this replacement of the display.
The one interesting thing was I think they knew they had a problem because where I originally bought the bike a lot of people had the same issue display didn’t work.
Please help in the end I’m going to give this company a bad review they are terrible…
Thanks ********** ***
The people at Echelon which sell the Fitnation bike are bad business people will never buy a Fit action bike again too much aggravation I have every correspondence I had with these people from the beginning saved them all…..
Please get my display the bike is useless without it…. ********** *** ********************
Business Response
Date: 03/14/2024
We have placed an order to have the console replaced. The order is being shipped today order number *******. Please close this case as resolved.

Thank you
Initial Complaint
Date:03/01/2024
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.
We purchased an echelon treadmill Stride-8S. The software on the monitor will not update. We've contacted Customer Service and they say it's a know issue. However, they have been saying the for 2 months now and they don't know when it will be fixed. They say they will send a shipping label so we can return it, but it weights 350lbs and the box was destroyed unpacking the beast. Plus, we like the treadmill, we just wont the monitor to work. Can they send us an updated monitor if we return the one that won't update? Their customer service is REALLY bad.
Business Response
Date: 03/06/2024
We have had the unit picked up and are issuing the customer a refund today. Please close this claim as settled
Initial Complaint
Date:02/23/2024
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 an Echelon treadmill on January 20th and received it on Feb 1st. I was unable to connect the treadmill to our wifi and called for support . I was told there was an ongoing issue with an update and that may be the problem so i gave it a few days. on 2/5 i called again because the treadmill had started making a knocking sound and the only way to wake the screen (to continue my attempts to connect to the wifi) was to restart the entire thing. The tech i spoke to helped me troubleshoot and agreed the treadmill was defective. she stated she would email me a solution that day. i have continued to reach out by phone and have been told each time they are "having widespread issues and can not help he at this time" and "they are aware of the issue and are working on it, it has been 3 weeks. I believe they were aware of the problems when they sold me this product and continue to sell them knowing they can not fix them.
Business Response
Date: 02/26/2024
We have placed a replacement order for this customer. Please resolve this case as answered satisfactorily. Thank you
Customer Answer
Date: 03/07/2024

Complaint: ********

I am rejecting this response because: I received the replacement yesterday and while it does in fact connect to the wifi It seems to have other issues. I reached out to Echelon last night to troubleshoot but they have not responded

Sincerely,

***** ******
Business Response
Date: 03/14/2024
We have communicated with customer and are awaiting to hear the exact issue she is having. Once we receive this information we can proceed with a resolution.
Customer Answer
Date: 03/15/2024
I did finally receive a response from Echelon and i am satisfied with my replacement. please close this complaint

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