Exercise Equipment
Echelon Fitness Multimedia, LLCThis 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
Customer Review Ratings
Average of 33 Customer Reviews
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Review fromRichard S
Date: 08/10/2023
1 starRichard S
Date: 08/10/2023
I have an Echelon Stride Treadmill that has been nothing but problems. The 1st year I owned it, it stopped working after 10 days. Customer services answer was to send me a new power cord. Dah, the power was never the issue. The E. Stride was replaced by Amazon not Echelon, they just dragged their feet and couldn’t make a decision. So this is my second or replacement Treadmill. I purchased the extended warranty so they couldn’t worm out of their obligation to fix or replace this treadmill. So for the past month I have been in contact with Echelon because this **** thing stopped working. It lights up but the buttons don’t work and the belt does nothing. After two weeks of being ignored by the Technical Dept. I finally found a women, a supervisor willing to help me. They have sent me various parts to replace but it still doesn’t work. The warranty says THEY WILL FIX OR REPLACE. It doesn’t say I will fix. This company is horrible and their custom services are a joke. Their products are over priced and appear to be JUNK. Their warranty cost $150.00, and it’s not worth the paper it’s printed on. I have been ripped off of $1300.00. I can’t put a price on the aggravation they have caused. Don’t buy this junk!!!Echelon Fitness Multimedia, LLC
Date: 12/11/2023
Mr. ***********,
First, let me apologize for the bad experience you have had with Echelon. I am the Director of Customer Service and I would like the opportunity to make this right. Please email me directly at ************************ and let me see what I can do to make your Echelon experience much better. This is not the way Echelonj does business and I can assure you that this will get taken care of.Review fromDeborah V
Date: 04/29/2023
1 starDeborah V
Date: 04/29/2023
We purchased the EX-3 at a box store Jan/22. 14 months later it stopped working (past warranty). I called customer service only to be asked if it was plugged in. Given that I understand how electricity works, I was able to tell the rep this. I was told to order an additional power adapter. Then I was told the bike was faulty and I could order a new one with a 20% discount. I will get another bike, but not from Echelon.Echelon Fitness Multimedia, LLC
Date: 12/11/2023
Ms. *** ****,
I would like to apologize for the less than satisfactory service you feel you received. If yo would contact me directly on my email ************************, I will be happy to work something out with you. Even though you are out of warranty, I am confident we can come to a resolution that will work for both you and Echelon. This is not how Echelon handles customer service and I will do what I can to make the a better experience for you.Review fromRandy C
Date: 04/14/2023
5 starsI have received wonderful service from Echelon customer service. I had a problem with myu equipment setup and they were very quick to respond and assist me in getting it setup. One of the best experiences I have received when purchasing online. I would definitely recommend them to anyone.
Fitness WannabeReview fromGeorge T
Date: 03/09/2023
1 starGeorge T
Date: 03/09/2023
Wow where to begin. They promised me a refund after billing me for a subscription renewal that I did not agree to. Over a month later and numerous phone calls and online chats and still no refund. They blocked me on facebook so I could no longer message them. I have now had fo enter a dispute with my credit card provider to try to claw back my money.
Just a scammy company all around.Echelon Fitness Multimedia, LLC
Date: 04/20/2023
Hi ******,
Thanks for taking the time to share a review. Unfortunately, after going through our customer database, I’m not able to find any record of an email or phone call from you.
I take all reviews very seriously. I will reach out to you via email so that I can resolve this issue for you.Review fromCorey L
Date: 03/06/2023
1 starCorey L
Date: 03/06/2023
The customer service has been poor from the start with minor issues but recently I was charged for an annual membership of $399. After the renewal, I switched to monthly billing as I only use the bike in the winter months. Now they are charging me $40 a month after the $400. I assumed the $40 a month would come out of the credit from my $400 payment but no one can say why it didn't. I have contacted support 3 times to get my $400 back, each time saying I would have resolution or someone would contact me in a certain timeframe, but neither has occurred. I hear that their accounting department is "backed up" but 5+ weeks to process a refund is ridiculous. Will update if it ever gets resolved, but seems to be a theme after reading the other posts on BBB.Echelon Fitness Multimedia, LLC
Date: 03/21/2023
Hello Corey,
Thank you for reaching out so that I was able to resolve the issue with your account. We have refunded the annual $399.99 and also one month of the $39.99. We have also made sure that you are kept on the Premier Monthly plan and that will be a monthly charge of $39.99.
Review fromSteve C.
Date: 02/27/2023
1 starSteve C.
Date: 02/27/2023
I have been a customer for a few years and have never received good customer service. 2 times in the last 3 months my account has been turned off on a weekend when there is no customer service agent or tech support available. I renewed my account this year for a 2 year membership and got the rower. I was then charged 399.99 on a different card on feb 3rd. I have reached out 4 times to get a refund on the second card. It has been "escalated" 3 times and I'm not being told again....that i should see it in another few business days. I asked for a number to the escalation team and was told there wasn't a number. I asked for the customer service agents managers email and was told that the manager would do the same thing that the cs agent would do. The company has good products that I've seen so far but their customer service is horrific. If anyone know of a contact number for someone that can actually take care of problems instead of read off the script please leave a response.Echelon Fitness Multimedia, LLC
Date: 12/11/2023
Mr. ******,
From everything I have looked into, it seems that you were refunded and your membership is active until March 1, 2024. If I have missed something, please feel free to contact me directly via my email ************************ and I will be happy to investigate further. At Echelon, we strive to give our customers the best experience possible each time. We have fallen short and this is something that I will use as a coaching tool for my team.Review fromMatthew M
Date: 02/01/2023
1 starMatthew M
Date: 02/01/2023
I have an echelon bike and paid annual membership on December 16,2022 and in January 27, 2023 Echelon it off my membership for no reason at all. I contacted support and keep getting asked proof of payment. I sent them their electronic receipt and other order number and they keep saying provide the payment. I’m contacting my cc company and getting charges reversed. I wouldn’t buy from these non-responsive clowns.Echelon Fitness Multimedia, LLC
Date: 04/27/2023
Hi Matthew,
Please make sure that you have activated your subscription. If you continue to have issues then please let us know.
Review fromKati R
Date: 02/01/2023
1 starKati R
Date: 02/01/2023
They are an absolutely scam company. DO NOT BUY ANY ECHELON PRODUCTS. I bought a bike at Costco in January of 2021, that came with a 1 year free trial. I forgot to cancel in the time frame and was charged in January 2022. I reached out at that time and was told that i could cancel, I could not receive a a refund and I would lose access to my membership essentially being out the $400 completely. My fault, so I chose to keep my membership active, and this year at the beginning of January, I went online and cancelled my membership. It makes you just through ridiculous hoops, asks several times why you are cancelling, offers several alternatives such as monthly billing, discounts, etc. I turned them all down and cancelled. A week later, i was still charged another $400 and my account is still showing as active. On January 18th i reached out to customer service, the first rep disconnected on me after asking for help cancelling my account. The second rep told me that they were cancelling and I would receive a refund in 7-10 business days. Well here we are 10 business days later, and my account is still active and no refund to be found. I reached out again and she finally cancelled my membership (portal shows a cancel date of February 1st 2023), and I will receive my refund eventually because they are "really busy right now" I told them this borders on fraud and this is quite unacceptable. I am now waiting on an email i will receive today "regarding the status of my refund" We shall see what that email says. IEchelon Fitness Multimedia, LLC
Date: 04/27/2023
Hi Kati,
We are truly sorry that you were not happy with your Echelon experience. After reading the issues that you had with our customer service team, I researched your tickets so that we could address the customer service actions. However, I was unable to see where the first agent disconnected from you. I do see they transferred you to our Membership Loyalty Team in order to better assist you. I was also not able find where you were told that you would eventually receive the refund because they were "really busy right now" or where you mentioned anything about fraud. Your refund was processed on 2/1/23. I do apologize for the inconvenience you experienced.
Review fromVernetta G
Date: 01/12/2023
1 starVernetta G
Date: 01/12/2023
Do NOT USE THIS COMPANY they will take your money each month even if you tell them to stop.
i reached out by email and by phone the supervisor was laughing at me on the phone and was being sarcastic with me and yess I cussed her tail off.. I will leave a review on hear daily until Echelon give me my money back for the 6 months they took.. SCAMMERS AND THE SEAT WAS BROKEN WHEN I BOUGHT THE BIKEEchelon Fitness Multimedia, LLC
Date: 04/27/2023
Hello Vernetta,
I am able to see where you purchased a monthly subscription on 4/9/22. With a monthly subscription, you are charged the monthly fee to use the app. There is not record of you requesting to cancel your subscription or notifying us that your seat was broken. Your subscription has been canceled and you should not have anymore charges.
Review fromAng
Date: 12/21/2022
1 starAng
Date: 12/21/2022
Horrible.
I bought the echelon bike at Costco last November 2021. I tried the bike out several times to find out they canceled zumba party fitness in February and this is why I bought it. The seat moves a lot and i jave adjusted it multiple times. I reached out the company to tell them about my experience and they have not gotten back to me. The internet disconnects a lot and it constantly asks for an update. When I want to get on it, i have to refresh the page and disconnect the bike all the time. This is false advertisement on Echelon. I want my money back including my membership I paid this month. I'm very disappointed in the company. I see why there are a lot of complaints about this company. I'm advising to people to not purchase anything from the company.Echelon Fitness Multimedia, LLC
Date: 12/21/2022
Hello Ang*****,
I am going to reach out to you directly so that we can communicate about the Zumba and upcoming plans for Zumba. I completely understand your frustration and hope to get this resolved for you.
Ang
Date: 12/24/2022
I hope to hear back soon. If the zumba ride is no longer available for the echelon bike, I would like to receive a full refund on the bike. You will see that I only use the zumba ride. Why do I have to pay $33.00 a month for the preprogrammed classes? Thanks.Ang
Date: 12/31/2022
Hello, I'm looking for a follow up to someone indicating they would get back to me.
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