ComplaintsforMyx Fitness, LLC

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  To kick off the purchase, My bike delivery was a disaster. The installation crew documented my bike Number incorrectly and it wasnt activated when installed. Then the heart rate monitor wouldnt sync. Then the usb on the back of the screen doesnt work. Fast forward thru those frustrating calls and months with MYX. Now, the sensor will not connect to the bike. No cadence or BPM readings. Ive done ALL the things, its just not a quality investment. Buy literally anything else.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered an MYX bike for my 15 year old daughter after she endured cancer treatment for 6 months and she asked for this bike to start working out again and build her strength. She was able to use it two times since because it doesn't work or connect to the WiFi. We have tried to get help numerous times but you can't get anyone live to help. The only time I was able to talk with someone live was when I had to call them in the beginning to ask them to remove the $30/month charge for some program I didn't sign up for. I have made every payment on time for 2 years (I make my payments through affirm so MYX already has their money) for this equipment to sit in my exercise room collecting dust. My daughter has been paying for a gym membership (of which she was trying to avoid) while I make payments on this worthless machine.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We have been unable to access or use the screen on the bike for quite some time. No help available through MyX. Today the bike tipped over with our daughter on it and it not only smashed the screen with glass all over her but she got hurt as well. This is an unsafe bike. There is no customer service.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Myx Bike in 11/2021. Since I got it, Ive had nothing but problems and have struggled to get anyone at Myx (or now BODi) to make things right. In late 2021 and early, I spent months trying to get them to honor their warranty obligations to provide me with a tablet that worked and connected to the bike. They only agreed after being threatened with legal action. Even since receiving the new tablet, it consistently disconnects from the internet, the heart rate monitor, and bike. My repeated complaints have been ignored and met with statements that the warranty has expired. Now, while I was using the bike (without the screen because it doesnt work consistently), the pedal snapped off. I was able to find out about a recall for this issue on the Myx website after the fact, though no one from Myx had contacted me about it. When I called to schedule an in-home repair as required on the website, I was told it would be scheduled and someone would follow up. No one has. When I called again, I was told the same and offered a $60 credit for my trouble. The $60 credit was applied to an already paid off Affirm loan for the Myx bike. No one has done anything to fix the bike or even make it perform its most basic functions. After years of trying to get the benefit of my bargain, I want to be made whole by receiving a refund of my purchase price.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been emailing and calling for months in regards to my defective myx fitness bike. I have talked to every single department in your company and have done every single trouble shooting option possible to no avail. At this point I have asked for a repair or a replacement of the bike and your company will not help me with either even though my manufacturer warranty is still valid!

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  12/31/2022-Date of receipt/warranty start 12/31/2022-Date of end of warranty 1/22/2023-Date of reaching out about tablet touch screen not working MYXBB_21306-Order Number I had ankle surgery on November 30th, 2022 and stopped using my bike. I know the touch screen stopped working before my warranty deadline, but because of my surgery I didn't reach out until the 22nd. I am only 22 days past the warranty and the computer touch screen stopped working before then. I paid $1500 for this bike and for the touch screen to stop working abruptly like this is ridiculous. I am so close to the warranty it's also ridiculous. I can't even use my $1500 bike just because the touch screen isn't working. Now they want me to pay $425 for a new computer? That's 1/3 of the price of the bike. That's insane and not worth it. Now I have a $1500 bike that I can't use, and I am soooo close to the warranty deadline. If I never had ankle surgery I would have reached out sooner about this issue. I had multiple people try and help me troubleshoot the tablet but nothing worked. I can't afford the $425.00 after paying $1500. for this bike. For that much money the tablet shouldn't have stopped working like that. It wasn't my fault and I didn't break it, this is an issue the company should replace since it's their fault it's not working and not mine.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been trying to reach the *** bike warranty department regarding an issue with my heart monitor. Although the automated response says it normally takes them 4 hours to reply, I have only gotten one response and that was to ask for a confirmation of our email address, order number, address, and tablet serial number, which I supplied on 1/4/23. Since then no one will respond to my further requests for support. What is the point of having a warranty if it cannot be used when something is not working properly? I paid extra for this additional warranty. We have been members of this platform for years and I am incredibly disappointed by this lack of service. My hope is that someone from the warranty department will see this and reach out to help with the monitor and/or refund me for the extra that I paid for the warranty if they are unwilling to let me use it on this repair.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 13, 2022 we reached out to customer support because our tablet wasn't working incident number 221011-001643 Response By Email (****) (10/13/2022 06:45 PM)Hi *******,We apologize for getting back to you just now. As we have checked on your purchase history, your warranty expired last 08/Jul/2021. As you know, MYX comes with a one-year warranty. You can read it in full here: *****************************************************. For this issue, we will escalate this to our logistics team so you can purchase a new tablet. If we can be of any further information or assistance, please let us know.We never heard back from the logistics team In their response they also stated (falsely) that they had attempted to contact us multiple times yet no emails or missed calls on our end. As we never heard back we contacted core support on 10/21 ( request ********) who responded back on 10/25 and said to call myx customer service but the number provided was disconnected This doesn't include the 3-4 other phone calls to customer service simply asking how we can BUY a new tablet So my wife and I have been forced to use our perfectly good bike with a 4 inch phone because the company won't sell us a replacement monitor without buying a new bike

  Business response

  12/22/2022

  Hello ****,
  
  Thank you for taking the time to speak with us regarding your concern.
  
  As discussed, an invoice has been sent to your email address to purchase the replacement tablet for your ********************* accept our apologies for the inconvenience caused.
  
  Sincerely,
  Myx Support
  

• Initial Complaint

  10/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a fitness bike from Myx Fitness in 2022. Since then, I've had multiple issues with the equipment and have even had to have the bike replaced. Almost a year after receiving the replacement bike, it also has issues. I've reached out to the company for a resolution to my dismay, I was informed they are unable to assist because the warranty expired. 2 years and 2 bikes later and still having to deal with the same issues with no assistance from the company.

  Business response

  11/23/2022

  Business Response /* (1000, 5, 2022/11/07) */ Hi *******, Thank you for contacting MYX Fitness. Upon a detailed review on your account, we do see that you were able to get in touch with the Bike Maintenance team to provide further resolution. Since your order is out of warranty and as a one time courtesy, a new left pedal and crank are set to be sent to you and a technician will visit to perform the installation once the parts are received. Please be on the look out for e-mail communication from our team with detailed information on whom to contact at CORE fitness to schedule the repair. We hope this resolution finds you well. MYX Fitness

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Call made to Myx Fitness, LLC spoke with ***, who transferred call to Supervisor *******, who exalted the call to **** in the Corporate team. **** advised the investigation would take 3 days. Called back 4-5 days later to follow up, spoke with***************************************** (corporate team). Original purchase was with Myx Fitness, LLC. This company migrated **************** There was no consumer notification provided that I would have to have a subscription in order to use this bike. When originally purchased through Myx Fitness, LLC, I was able to use the preloaded classes and ride through country scenes without payment. I then signed up for a subscription and canceled it months later. At this time, I have a bike sitting in my living room not being used because I have to pay for a service that I should not have too. Anytime a migration occurs the consumer is always notified. I did not receive notification and this is plain out fraud and seeking funds for unnecessary services.

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/29) */ Hello ****, It was our pleasure to assist you on our follow-up call conducted on August 24, 2022. We deeply apologize that you did not receive the communication regarding the company Merge. As mentioned on the call, this must have been because your account was closed/ inactive during the time the company merge was taking place. Please see the following link to view the email notification that was sent when ********* announced they would merge ******* and ********* More information about this can be found in the following article: One Brand: ******** MYX, and ********* FAQ:**** ********************************************************************* We are happy to hear that you are open to using the promotional offer we gave you on our follow-up call on August 24, 2022. Please view the emails sent on that same date for more details on your offer. If you have any questions or need any additional help, please call the phone number in the email. Please accept our apology if we made your experience with us less than amazing at any moment. We sincerely hope you will give us another opportunity to assist you in the future. Thank you again for your feedback, ********* Corporate Service Recovery

*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. ↩