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Business Profile

Exercise Equipment

Echelon Fitness Multimedia, LLC

This business is NOT BBB Accredited.

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Reviews

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

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

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    Customer Review Ratings

    1.36

    Average of 33 Customer Reviews

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    Review Details

    • Adriana M

      Date: 04/18/2025

      In November ,Echelon sent me a replacement bike for my first bike that broke. It was a sketchy delivery. The bike was delivered in pieces in a broken down box. It also looked like the grabbed it from a 3rd party and sent it out. I didn’t complain about it or say anything, solely because the customer service was already at my last straw and I really had no choice but to leave it that way. They sent me the ex-5 connect. I never asked for that bike because I know I wasn’t going to use the screen. I built the bike fine everything was fine until the pedals started to click. I checked it throughly. Turns out , the pedals are stuck to the crank and I’m not able to unscrew them they since they seem like bented into the crank arm. I have been unable to use the bike. The software on the bike is also faulty. You’re really not able to use the screen unless you have a membership.

    • Amanda A

      Date: 03/15/2025

      Amanda A

      Date: 03/15/2025

      Faulty applications for mounted
      Bought it in August 24. It is now March a 25 and I have no full usage of the mounted tablet on the rower, it is a hassle to go through customer service and follow instructions online.
      The true issue is that the application Constant has a pop-up for a new version to update, you can follow the instructions. It is unless for the continental loop screen of using an ether cable and the Wi-Fi. Their is no resolution to do it yourself and to me as a waste of time to contact customer service because the purpose is free to plug it in following instructions and
      able to use applications depending on what membership you purchase so what I’m saying is buy the roller without the mounted screen, save yourself the $$
      A great rower, but it sucks having endless loops for updates.
      This company used to stop selling product

      Echelon Fitness Multimedia, LLC

      Date: 03/20/2025

      Ms A*******,
      I am so sorry to hear that you are not able to use your tablet on your rower. We have sent out several updates along with instructions on how to update so that you are able to use your equipment the way it is meant to be used. If you will email me directly I will be happy to walk you through the update process and get you back up operational. My direct email is ************************. I am the director of customer service and would be happy to assist.

    • Kent R

      Date: 02/15/2025

      Kent R

      Date: 02/15/2025

      BUYER BEWARE of Echelon Fitness.
      After purchasing an Echelon Rowing machine 1/4/25 and receiving it by FedEx 1/10/25, I decided to return the equipment 10 days later. I was unhappy with the WiFi connection. After several emails and phone calls, I received an empty return box 2/10/25. I immediately packaged and shipped the equipment 2/10/25. Echelon received the rowing machine 2/10/25 (FedEx). I have not received my refund even after several emails and phone calls. Unfortunately, I purchased the year membership and rowing machine for a total cost of $1,569.99. Echelon now has the rowing machine back in their hands however I do not have my refund and have lost $1,569.99 without any help from the company. Very unethical company not to refund my money. The process has been very frustrating and no one seems to care enough to help. It seems like it should be a simple process if they have received the equipment back, just refund my money.
      -Kent

      Echelon Fitness Multimedia, LLC

      Date: 02/18/2025

      Mr. ****,
      i am sorry you feel like we did not hold up our end of the deal. You were refunded in full on Jan. 20th by echelon. It was refunded back to your original form of payment and they can take up to 10 days once they accept the refund from Echelon. i would suggest you contact your original form of payment and inquire as to why you have not seen a refund come through on your end. Please feel free to contact me directly should you have any further problems and i will do my best to assist you. My email is ************************ and I am the director of Customer Service here at Echelon Fitness.

    • K. S.

      Date: 02/03/2025

      K. S.

      Date: 02/03/2025

      purchased the summit stair mill and it's missing the wires on the left side so it won't turn on. So l currently have a $2000 paper weight. I've been waiting for "tier 2" technical support since 1/22 and have called 4-5 times now and they can't give me an update as to when I'll hear from someone or a resolution. Completely regret my purchase and wish l'd refused the delivery. I'd seen other complaints about the terrible CS but I ignored them because I also have a connect bike that I purchased in 2019 and had it replaced under warranty in 2021. It was replaced in a timely fashion with zero issues. Clearly something has changed. Even worse the CS agents keep telling me they have no way of reaching tier 2 technical support either smh.
      BUYER BEWARE!!!

      Echelon Fitness Multimedia, LLC

      Date: 02/07/2025

      Ms. ******,
      I am so sorry to hear of the trouble you are having. If you will email me directly, I will be sure to get you taken care of and I will use this experience as a coaching opportunity for our customer service agents. My direct email is ************************. I look forward to hearing from you and getting this matter resolved to your satisfaction. At echelon, we strive to make every customer feel like a VIP. We appreciate the fact you chose us to be your fitness equipment provider and we want to do everything possible to maintain our relationship.

      K. S.

      Date: 02/14/2025

      To Whom It May Concern, I am writing to escalate an ongoing issue that has not been addressed despite my repeated attempts to resolve it. I submitted an order for a Summit StepMill on 1/12/25, which arrived on 1/22/25 in nonfunctional condition and missing critical components. Since notifying customer service on 1/23/25, I have received nothing but a runaround. I am now being told that it is "past 30 days" for a return, but given the circumstances, this is entirely unacceptable. I demand that this issue be resolved immediately. If it is not, I will have no choice but to initiate a chargeback with my credit card company. This is extremely disappointing, especially since I have been a loyal customer, owning a Connect bike since 2019, and had previously experienced good service. I expect a prompt resolution to this matter.

    • R. M.

      Date: 01/25/2025

      R. M.

      Date: 01/25/2025

      HORRIBLE...HORRIBLE CUSTOMER SERVICE.
      MY CYCLE CRANK-SHAFT BROKE AND REQUESTED SERVICE UNDER THE MONTHLY SUBSCRIPTION. AS OF TODAY, STILL NO HELP. AFTER MULTIPLE CALLS AND EMAILS, I FELL I AM GETTING THE RUN-AROUND. EVERY TIME I CALL THE AGENT SAYS THE CLAIM HAS BEEN "ESCALATED", BUT AS OF DAY I HAVE NOT RECEIVED ANY RESPONSES. I HAVE ALL THE EMAILS ON FILE. PLEASE HELP.

      Echelon Fitness Multimedia, LLC

      Date: 01/29/2025

      Mr. ******, I apologize for your less-than-satisfactory customer service. After doing some research, I see that a customer service associate reached out to you asking you for some needed information and has yet to receive it. If you would like to email me directly at ************************, I will be happy to promptly resolve your situation. We strive to treat every member as a VIP

      R. M.

      Date: 02/01/2025

      PLEASE CHECK YOUR RECORDS WHICH GOES TO SHOW THAT THERE IS NO COMMUNICATION BETWEEN EACH OTHER. I HAVE SENT TO ALL 5 EMAILS I HAVE RECEIVED FROM THE CUSTOMER SERVICE DEPARTMENT. I AM HOPING THAT THE REPLACEMENT BIKE FINALLY ARRIVES ON MONDAY. I HOPE THAT YOU HONOR WHAT WAS SAID IN THE LAST EMAIL I RECEIVED FROM THE CUSTOMER SERVICE DEPARTMENT.

    • Jeffrey K

      Date: 01/15/2025

      Jeffrey K

      Date: 01/15/2025

      I purchased an Echelon Stride ST 1 treadmill from ******* ******* *** ********, Princeton NJ on Nov 19, 2002 and took delivery on Dec 16, 2022. Cost was $1650.56
      On Dec 12, 2024 the Echelon treadmill handle collapsed, leaving the treadmill inoperable. I have been trying to get this fixed since then, dealing directly with Echelon customer service. Your company takes no responsibility for your defective product (metal fatigue) and I have been getting nothing but the run-around from your company since our first contact on Jan 2, 2025. After sending multiple pictures of the issue and having exchanged numerous emails, I was told to order a part that your technical team said would fix the issue I have requested to speak to a supervisor, I requested instructions on how to install the broken part, I have requested a recommendation for a service provider to install the part, I have requested a full refund, if this cannot be fixed, since your product broke in less than 2 years I have not gotten a response to these requests.
      On Jan 14, I received an email stating that the ordered part (you already charged my credit card) was delayed with no expected date of delivery.
      On a separate track, I have been working with a company to get the treadmill fixed. They informed me today that Echeclon said "Echeclon does not carry the part needed" and advised the unit to be replaced.
      All I can conclude from this is that Echeclon sells crappy products, they do not stand behind. Beware of this company. I just threw away $1650.56

      Echelon Fitness Multimedia, LLC

      Date: 01/29/2025

      Mr. *******,
      An agent will be reaching out to you today. I see that you called yesterday 01/28. We will get this taken care of as quickly as possible fo you. We fully stand behind our products with a very generous warranty policy and will do everything in our power to get you taken care of.

    • Ashley R

      Date: 01/10/2025

      Ashley R

      Date: 01/10/2025

      I ordered the stair stepper max on 12/6/24. My order never shipped and it’s been over a month, everytime I contact them they say their escalating this to their manager and I have yet to receive a response on why my order is not being shipped. It seems to me that this is a scam, they do not inform you whether or not your item is on back order and when you will receive it. Horrible customer service in my experience.

      Echelon Fitness Multimedia, LLC

      Date: 01/29/2025

      I see that you have been fully refunded for your purchase due to the delay in shipping. I apologize but there are times when inventory can't be controlled due to selling out quicker than anticipated. We would love it if you would give us another chance to be your fitness equipment supplier.

    • Mindy C

      Date: 11/19/2024

      Mindy C

      Date: 11/19/2024

      Horrible service. They charged my CC that was canceled for a renewal subscription and when I called to be refunded they said it will be refunded to me. It has been 4 weeks and no response. I have followed up with them and they say it has been escalated and waiting for a response.
      Never again!

      Echelon Fitness Multimedia, LLC

      Date: 01/29/2025

      I'm sorry you didn't have a good experience with the customer service team. I do see that we did get you taken care of and would love the opportunity to show you that this is not our normal way of doing business. Feel free to contact me directly and I will make this right for you should you decide to give us another chance. ************************

    • Celine K

      Date: 11/13/2024

      Celine K

      Date: 11/13/2024

      I’m supposed to be getting a refund on my membership and I have been waiting since September 17th for this. I have called almost every single week asking why I still haven’t received a refund and no one has answers. They keep “escalating” it through the system and telling me that’s all they can do. I have asked to speak to a supervisor or anyone higher up at this point and they say they can’t do that for me either. I have never in my life had such bad customer service. Will never be recommending any Echelon products to anyone!

      Echelon Fitness Multimedia, LLC

      Date: 01/29/2025

      Sorry for the delay. We did have a backlog but we are now current and refunds are issued within 3 business days however it can take up to 7 days for it to appear back on your original form of payment. We hope you decide to come back to Echelon and enjoy your live rides.

    • Eric J

      Date: 08/23/2024

      Eric J

      Date: 08/23/2024

      I ordered a Stride S treadmill and it did not work. The belt would randomly stop in the middle of a workout because of some software issue, causing my wife to hyperextend her knee and have pain and soreness for a while. After a week support had not addressed the issue so I requested a return and refund since I was within the 30 day return period. The treadmill was picked up by their pick up company and 11 days I still do not a refund. $1,700 that I do not trust that this company will return to me even though they have their treadmill back. Each time I call the only thing I hear from their customer service is that the issue is being escalated. I am very disappointed. I want to reiterate that the equipment is DANGEROUS and can cause serious injury when the belt abruptly stops.

      Echelon Fitness Multimedia, LLC

      Date: 03/20/2025

      Mr. J****,
      I am sorry it took so long for your refund to process. We processed it on our end within 48 hours of receiving the treadmill back to our warehouse. It does take up to 7 days for your bank tp reapply it back to your original form of payment. I hope that you decide to give us another opportunity to serve you.

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