ComplaintsforMyx Fitness, LLC

• Initial Complaint

  08/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/25/22, MYX fitness collected $1564.92 payment from me for a stationary bike order************* The terms and conditions MYX produces on their website are unconscionable and not lawful because they are so one-sided towards the seller. This demonstrates that MYX is operating as an unethical company. MYX texted me to schedule delivery for the bike, which I scheduled for 8/13/22. MYX continued to text me requesting I schedule delivery; however MYX's website showed my delivery as scheduled for 8/1`3/22. I telephoned MYX to report this flaw in business practice and was provided no assistance by someone who could not speak English. The bike was not delivered on 8/13/22. I called MYX on 8/13/22 and told this to MYX's employee, *************************** She refused to assist in any way, and refused to let me speak to a supervisor. She literally laughed at me when I said MYX was committing a fraud and MYX cannot keep my $1550 for a month and not deliver the bike. She refused to refund my money. I called ********* and received the same assistance by someone who was not in the United States, and was also told that I could not speak to a supervisor. They also refused to refund my money. This is a deceptive trade practice, it is a fraud, and a scam. These companies have the use of my $1550 for over a month and refuse to provide product., refuse to refund my money, and refuse to let me speak to a supervisor.

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/26) */ Hi *******, Per a detailed review on your account, you contacted **************** on August 12, 2022, to schedule a delivery date for your order for a delivery date of August 13, 2022. The delivery could not be completed on August 13, 2022 as there was no one at the residence to receive delivery of the MYX Bike. You spoke with us on August 13, 2022, requesting to speak with a supervisor regarding your MYX bike as you were having issues receiving delivery. We attempted to connect you with MYX support, but you refused to be transferred as you did not want to speak with an agent outside of the U.S. claiming a prior bad experience. We assured you could request a US agent, but you again refused to speak with the support team. Per our records with MYX, there were no contacts with support prior to August 13, 2022, via your phone number attached to our call records. On August 17, 2022, we spoke with you on the phone to offer apologies on your experience, gather your feedback, and see if you still wanted to take delivery of the order. You requested to cancel the order and request a refund. You expressed frustration and felt it was deceptive that you could not receive your order and not speak to a supervisor when you spoke with MYX *************. For the experience, we refunded the last renewal charge of your annual ********************* membership. We did mention we would escalate the cancellation and refund request to process. A follow up was promised daily to get further resolutions and a phone number was given to contact back if you had you had further questions or concerns. An outbound e-mail was sent on the same day confirming escalation details regarding the cancellation request. A voicemail was left on your phone number listed on your account on August 18, 2022, to confirm**** has cancelled further delivery requests for the order and the refund request was escalated to our back of house team for review. An outbound e-mail was sent the same day relaying these details as well and confirming a follow up would be made by August 22, 2022.On August 22, 2022, an outbound e-mail was sent to inform you that the refund request was being reviewed by our back of house finance team and an update would be sent as soon as more information is received. We did note on the account that a charge back request was filed with your financial institution for the order. On August 24, 2022, we left you a call to confirm**** cancelled the delivery request and advise that a charge back was initiated for the MYX order. We informed this process can take up to 75 days as the claim gets processed between MYX and your bank or credit card company. The next communication should come from your financial institution regarding the investigation of the charge back request. An outbound e-mail was also sent on this date to relay this information as well and a phone number to contact us back if you had any further questions or concerns. Sincerely, MYX

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I previously filed a complaint against myx bike as my tablet wasn't working correctly. After contacting BBB I was actually able to get in touch with someone from Myx who actually listened, she helped send updates to my tablet and included in the last email (5/12/2022) that she would leave the ticket open so I could contact them easier should I run into another issue. Today (7/14/2022) I replied to said email as I'm already having the same issues with my tablet and to my surprise Myx closed the ticket. Their updates didn't work for more than 2 months, unfortunately with irregular use as I did get sick and was unable to ride. The bike and tablet are still under a year old and it's been nothing short of a huge headache.

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/07/20) */ Hi *****, Thank *** for contacting MYX. We are following up with you regarding your feedback. We gave you a call to make sure your concern was resolved, and if you had time, get a little more insight into your concern. But, we were not able to reach you. We took a moment to review your interactions with our MYX agents and understand your concern in having repeated issues with the tablet. Upon a detailed review on your account, we see a MYX agent set up a zoom call with you on May 21, 2022, to troubleshoot and complete a factory reset of the tablet. As this was successful in a resolution, you mentioned that you are not able to respond to their e-mails as the issue arose again recently. We have asked the connected devices team to reach out to you to complete basic troubleshooting steps. Please be on the lookout for their e-mail as they will assist you further in a resolution. You may contact us on the phone line listed via the e-mail sent to you on 7/20/22. Please accept our apology if at any moment we made your experience with us less than amazing. I sincerely hope you will give us another opportunity to assist you in the future. Thank you again for your feedback, MYX Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the same run around from May that took 2.5 months to come to a fix, only after complaining to bbb did myx actually investigate further and see there's an actual issue with the tablet. The issue is back after their "fix" from May. It's only July. It's not good enough to continue to have me needing to complain to bbb to get them to send over a temporary fix on the tablet every 2-3 months. This bike and tablet are under the warranty provided by the company. I've also purchased the extended warranty. If they don't want to honor their own warranty with the faulty tablet, why will they not just replace the tablet hopefully with one that doesn't have either hardware or software issues causing me to need to complain in the first place? Business Response /* (4000, 9, 2022/07/29) */ Hi *****, Thank you for contacting MYX. We gave you a call to make sure your concern was resolved, and if you had time, get a little more insight into your concern. Thank you for speaking with us today. We are so happy to hear you received your new tablet and were able to connect it. You may contact us at the phone number listed on the e-mail correspondence sent on 7/29/22 if further issues arise or contact MYX support if anything else needs addressing. Please accept our apology if at any moment we made your experience with us less than amazing. I sincerely hope you will give us another opportunity to assist you in the future. Thank you again for your feedback, MYX Consumer Response /* (2000, 11, 2022/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered MYX 2 bike on sale and it seemed like a great deal except for the product does not work. It won't sync to my earbuds (it did once but won't again). The heart rate monitor requires syncing every time. The pedals are poor construction. The worst part is that the bike has barely any live classes (which were advertised) and the bike fails to record my workouts when used properly and the cadence sensor keeps on malfunctioning. I was sick when I first received and tried to return said bike as it said risk free within 30 days, however was 2 days over the deadline and have been told there is nothing I can do. This bike has nothing but problems and I've ridden it like 5 times. I can only imagine how much worse it is going to get over time.

  Business response

  08/02/2022

  Business Response /* (1000, 5, 2022/07/22) */ Hi *****, Thank you for contacting MYX. Upon further review we see our MYX team has sent troubleshooting steps on 7/18/22 on how to reset the Tablet and Heart Rate Monitor. You responded on 7/19/22 mentioning you will try the steps at a later time, but the MYX team responded on 7/21/22 to mention there is a 48-hour time window for a response as the ticket will be closed. On 7/21/22 you created another ticket with MYX Support to explain the troubleshooting steps did not work as the Heart Rate Monitor does not pair at all and you were sensing a burning smell. The MYX Support team responded on 7/22/22 to ask for the video of the issue as it was not received on your previously sent message and to ask if you were available for certain times for a Zoom call. We suggest you respond to the MYX support team with your availability to schedule a Zoom call with them so they can better facilitate a resolution. You may contact us via the phone support line at the e-mail correspondence sent on 7/22/22 if you have any further questions or concerns. Please accept our apology if at any moment we made your experience with us less than amazing. I sincerely hope you will give us another opportunity to assist you in the future. *********

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bike from Myxfitness on 05/05/2022 and since delivery on 05/31/2022 the unit has not worked properly. The backing to the main screen does not fit and I was told that they are aware of this issue however just told us to use some "Tape" to hold it together. A ****+ bike should not need tape to ensure proper set up. Additionally it was delivered missing pieces and has not been able to connect since it's arrived.

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/29) */ Hi *****, Thank you for contacting MYX. Upon a detailed review on your account, we see a service agent gave you a call on 6/28/22 to make sure your concern was resolved, and if you had time, get a little more insight into your concern. Our dedicated bike team sent an e-mail to you on 6/29/22 with troubleshooting resolutions regarding the speed sensor/HRM connectivity to the bike tablet. Please respond to their inquiry to ensure the status of your issue or if not resolved. You may also contact the phone line listed on the e-mail correspondence sent on 6/29/22 if you have further questions or concerns. Please accept our apology if at any moment we made your experience with us less than amazing. I sincerely hope you will give us another opportunity to assist you in the future. Thank you again for your feedback, MYX

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a MyxFitness bike on 1/24/22 and received it a few weeks later. I have had nothing but problems since receiving the product. My first issue was a terrible screeching noise coming from the bike pedals. I reached out to support and was given instructions on how to disassemble the pedal system and fix the issue myself. They would not fix the issue themselves. I also started having issues with my tablet. I have sent countless photos and videos to the company and have followed every instruction they have sent me to try to fix the issues I'm having, to no avail. I have opened three complaints and have had numerous back and forth interactions with the support team, including a video call where the representative witnessed one of the issues where the tablet refused to connect. I've had the heart rate monitor disconnect repeatedly, the speed sensor disconnect repeatedly, workouts drop out in the middle, the tablet sending me back to the login page, the tablet telling me my account doesn't exist or that my info is incorrect, the tablet refusing to connect to my wifi, the tablet being stuck in a loading loop for up to ten minutes at a time, having to restart the monitor multiple times before it will move to the login page, the health stats remaining blank on screen, my workout info not being recorded and more. I have not received a response from the company in days and since they have sold me a faulty product, I would like a full refund of my purchase price.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/06/23) */ Hi *******, We gave you a call to make sure your concern was resolved, and if you had time, get a little more insight into your concern. But, we were not able to reach you. Upon further review, we see our bike team has issued you a return order to pick up your bike for a refund. Once the bike is returned, a refund will be processed. You may contact us at the phone line listed on the e-mail correspondence sent on 6/23/22 if you have any further questions or concerns. Please accept our apology if at any moment we made your experience with us less than amazing. We sincerely hope you will give us another opportunity to assist you in the future. *** Consumer Response /* (2000, 7, 2022/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response. The bike was picked up by XPO and sent back to the warehouse. I have received my refund. As far as the issues I had with the bike, there are quite a few. I had squeaky pedals multiple times that I was told to fix on my own. I had tons of connectivity issues with the tablet. It would disconnect the speed sensor and the heart rate monitor, it would cut out in the middle of workouts, it would not connect to wifi, it would tell me my account didn't exist, it would loop on the loading screen for up to ten minutes at a time, and much more. I could not get it to work on a consistent basis. All the while, *** support would tell me to do the same troubleshooting steps over and over again. I was never offered a replacement tablet or to have a technician come to my place to try to address the problems. I had a Zoom call with a very helpful rep where a connectivity issue was observed. I continued to have problems but for some reason they closed my complaint and I had to open a new one. All in all, I opened three complaints over the past few months and still was unable to use the bike without some sort of issue. It became more of a burden than a benefit.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a myx bike in March 2022. I was charged immediately for the bike. Got the bike mid April. Decided within the 30 day window that the bike was not for me. Cheap and terrible classes ******** ** *******. Returned the bike and they picked up within a couple weeks. A week after pickup and no refund has been initiated. They say *** has to say they've picked up the pick. I have pictures of them picking up the bike a week ago. So now I'm out $***** and the bike. This is a SCAM.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/08) */ Hi ****, Thank you for contacting MYX. We gave you a call on 6/08/2022 to make sure your concern was resolved, and if you had time, get a little more insight into your concern. But, we were not able to reach you. We took a moment to review your e-mail with our MYX service team, and understand your concern to receive a refund on your returned MYX bike. We can confirm the refund was initiated on 6/8/2022 back to the form of payment on file. Please allow up to 10 business days for the amount paid to reflect back. If you financed through ******, you'll need to contact their support site for more information on the refund details. Please contact us on the phone line listed on the e-mail correspondence sent to you on 6/08/2022 if you have further questions or concerns. Please accept our apology if at any moment we made your experience with us less than amazing. I sincerely hope you will give us another opportunity to assist you in the future. Thank you again for your feedback, MYX

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a bike from MyxFitness in September 2021. It has recently come to my attention via posts in Facebook groups from the company that MyxFitness + Openfit is merging with Beachbody. Beachbody is a multilevel marketing company with predatory practices that often times encourage eating disorders. It is a company that I do not wish to be associated with or give any money to. I am essentially being forced into a multilevel marketing company without any other options if I chose to continue to use the product I purchased as intended. There has been very little transparency from any of the companies involved as to what this merger will look like for current subscribers to Openfit. There has also yet to be an official statement made by either company, to my knowledge, which further proves that predatory practices are in places. I would like transparency, but I'd also like a buy-back option or a refund if there is no option to load anything on to the provided tablet aside from Beachbody programs.

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/06/03) */ Hi *****, We appreciate your contact to ***. We gave you a call on 6/3/22 to make sure your concern was resolved, and if you had time, get a little more insight into your concern. But, we were not able to reach you. We took a moment to review your e-mails with our service team, and understand your concern in requesting a refund for your bike purchase due to the Openfit/Beachbody merger. Upon a detailed review on your account, your placed your bike order in September 8, 2022. Unfortunately this order is outside of the 30 Day Money Back Guarantee and a return cannot be authorized. You did mention that you were missing information regarding the merger and details on what will happen to the Openfit content. You can find more information at the FAQ **** link below which includes information on Openfit On Demand content moving to "Beachbody On Demand" and other exciting details: FAQ **** Link: https://help.openfit.com/app/answers/detail/a_id/****?utm_source=ITERABLE&utm_medium=EML&utm_campaign=US_OF_DIG_BLAST_X_X_4358925 You may contact us at the phone line provided on the e-mail correspondence sent to you on 6/3/22 if you have any further questions or concerns. Please accept our apology if at any moment we made your experience with us less than amazing. I sincerely hope you will give us another opportunity to assist you in the future. Thank you again for your feedback, ***

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a bike in 2020 from Myxfitness within 12 months of having it, it started making noise I contacted the company they sent a repair person out and found that the tensioner was broke (defective) and a defective plastic pulley. Now its 2022 and the tensi0ner is broke again which it should not have to be replaced so frequently. Myx wants me to pay for a repair and I feel I have a defective bike (a LEMON). I would like this company to stand behind the product and replace the bike with one that is not defective. I did a ****** search and it looks like other people had similar issues, it is possible when mass producing to make defective ones.

  Business response

  06/28/2022

  Business Response /* (1000, 5, 2022/05/27) */ Hi ******, Thank you for contacting MYX. Upon a detailed review on your account, we see our bike team has reached out to you via e-mail on 5/19/22 and provided an e-mail address to contact a service team for out of warranty bike repairs. As well they provided FAQ article links on how to troubleshoot the issue at hand. Unfortunately, your bike is outside of warranty and the money back guarantee has elapsed as the bike was purchased on October 31, 2020. They also recommended that you replace the seat on the bike and see if that takes care of the sound. You can buy a new seat at any bike store in your area. We hope this recommendation finds you well. MYX Consumer Response /* (3000, 7, 2022/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Same part breaks twice within 2 years of owning it, after research it seems I'm not the only one with a defective bike that keeps breaking the same expensive part. The cost for repair is $220 and I think Myx should pay or replace my bike that is a lemon. Business Response /* (-10, 10, 2022/06/14) */ Hi ******, We understand your concern to get your bike fixed. Since this bike is outside of the warranty (Bike Delivered date: 11/13/2020, End of Warranty date is 11/13/2021), we cannot process a credit for the repair of the bike that was purchased on October, 31, 2020. Below I have provided the limited warranty details that cover Bike Components for up to 12 months from delivery. "Bike Components - 12 Months. Myx Fitness warrants the components and all original parts of the Myx Fitness Bike (other than pedals), including its flywheel, belt, brake resistance, crank shaft, seatpost, handlebars and water bottle holder, against defects in workmanship and materials for a period of 12 months from the date of original delivery. Any replacement or repaired Product will be warranted for the remainder of the original applicable Limited Product Warranty period or 30 days, whichever is longer, or for any additional period that is required by applicable law." The full warranty disclaimer can be viewed by clicking here: *********************************************** Sincerely, MYX Business Response /* (4000, 11, 2022/06/14) */ Hi ******, We understand your concern to get your bike fixed. Since this bike is outside of the warranty (Bike Delivered date: 11/13/2020, End of Warranty date is 11/13/2021), we cannot process a credit for the repair of the bike that was purchased on October, 31, 2020. Below I have provided the limited warranty details that cover Bike Components for up to 12 months from delivery. "Bike Components - 12 Months. Myx Fitness warrants the components and all original parts of the Myx Fitness Bike (other than pedals), including its flywheel, belt, brake resistance, crank shaft, seatpost, handlebars and water bottle holder, against defects in workmanship and materials for a period of 12 months from the date of original delivery. Any replacement or repaired Product will be warranted for the remainder of the original applicable Limited Product Warranty period or 30 days, whichever is longer, or for any additional period that is required by applicable law." The full warranty disclaimer can be viewed by clicking here: ************************************************ Sincerely, MYX Business Response /* (-10, 13, 2022/06/15) */ Hi ******, After further review, our team has decided to send out the required replacement parts and will have our technicians schedule a time of install at no charge to you. You should have received further communication sent to your e-mail address listed on your account. As well, we attempted to call you today to relay details on the resolution but we were not able to reach you. Please call us back on the phone line relayed on the voicemail left on 6/15/22. We hope this resolution finds you well. Sincerely, MYX

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been contacting Myxfitness customer support regarding my issues with my tablet not working for the past month. The tablet has been having glitches and restarting or shutting down when I turn it on or in the middle of a workout. I've used the bike a total of 100 times. Absolutely unacceptable. Customer service keeps giving me a runaround and I've sent multiple videos of what is happening. They set up a zoom meeting and after waiting 20 mins for someone to join I realized no one would be. To say I'm disappointed is an u understatement. I've recommended this bike to multiple people and feel like a fool.

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/05/19) */ Hi *****, Thank you for contacting MYX. Upon a detailed review on your account, we see that you were able to speak via a Zoom call with one of our Connected Devices agents to troubleshoot your inquiry on 5/16/22. They sent a follow up e-mail on 5/17/22 requesting further information for diagnosis. You may contact us at the phone number provided on an e-mail correspondence sent to your e-mail address on 5/19/22 if you still need us to escalate your issue. Please accept our apology if at any moment we made your experience with us less than amazing. I sincerely hope you will give us another opportunity to assist you in the future. Thank you again for your feedback, MYX

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The bike was delivered and not set up properly. The handle bars are wiggly, the screen is crooked and my cycling shoes will not clip in to the right sided clip. MYX keeps sending me videos on how to clip in rather than exchanging the pedal and fixing the screen. I initiated a request 2 weeks ago and it has not been processed. XPO is saying the return was not initiated on their end and now MYX will not return my emails. They said someone would contact me within 24 hours and no one ever did. I just want the bike returned and then to come and pick it up. I am beyond frustrated at this point.

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/05/13) */ Hi *******, Thank you for contacting ***. We followed up with you via a phone call placed on 5/13/22 regarding your feedback. We gave you a call to make sure your concern was resolved, and if you had time, get a little more insight into your concern. But, we were not able to reach you. We need a little more information to complete your request. Please contact us so we can get your inquiry resolved as soon as possible. An e-mail correspondence was sent on 5/13/22 with a phone line to reach us at to gather more information regarding your request. Please accept our apology if at any moment we made your experience with us less than amazing. I sincerely hope you will give us another opportunity to assist you in the future. Thank you again for your feedback, ***

*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. ↩