ComplaintsforMyx Fitness, LLC

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, at approx the end of this past Feb. I ordered a MYX fitness bike from BeachBody. I received the bike a couple weeks later early March. I had issues with the bike upon arrival not functioning properly and I've had those same issues still a month after the bike has been in my home. I've made many attempts to contact them in various departments via email and by telephone. I have been sent in numerous directions with dead ends and no answers. I call and email at least 2 or more times weekly. I was told by corporate tech that my bike needed to be replaced or refunded to which no department will process that for me. I have documented problems with the bike since the first day of arrival, many issues. I worked diligently with the corporate tech team(the only department) that was helpful. They advised me they had helped all they could and were unable to resolve my issue. When I am directed to another department I'm advised to receive an email within 24-48 hours to which I never receive, I call back and am told the issue will be escalated and to wait again. This has been well over a month now. They are refusing to help with replacing the bike or refunding but have offered to bribe me a $ discount of at first $150 and now $300 to just keep the bike. I am able to provide many email receipts and photos that I have sent them. I am looking for fair resolution and help please!

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/05/05) */ Hi ******, Thank you for contacting MYX. Upon further review, we see your order was refunded on 4/29/22. Once processed, refunds generally take 5-10 business days to reflect in your account depending on your financial institution. If your account does not reflect your refund 10 business days post your pickup, please reach out to your financial institution to confirm funds availability date. If you financed your bike through Affirm, they will be notified automatically once the bike has been picked up and returned to our warehouse. We have sent an e-mail correspondence on 5/5/22 to you to call us back on the phone number provided if you need further assistance. 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 so much, MYX

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a *** bike in November 2021. It was delivered as promised in December 2021 (minus the stabilizing mat but I had one from a treadmill I had so oh well, the mat was essentially free anyway). By March 8 the tablet no longer connected to the internet even via an Ethernet cable we purchased after *** continued to just blame the Internet, even though we could work every other electronic device needing internet access just fine. I have reached out numerous times and get the run around, once they set up a return but I'd still have to pay for the membership I can no longer use due to the bike tablet not functioning, not because I don't want to use it but actually can't. I want the bike, but I want it to have a fully functional tablet that it should have. 3 months was all I got out of a bike with a warranty and two year extended warranty on top of that. Replace the tablet! I've reached out to my internet provider, and the manufacturer of our router both companies were extremely helpful in essentially being able to prove what we already knew...the issue lies in the tablet and not our internet. *** has a non working customer service number on their website, and after going through Beachbody prompts I was able to connect to a human at *** who said I have to go through email which is inefficient and not being done in a timely fashion.

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/26) */ Hi *****, Thank you for contacting MYX, We took a moment to review your interactions with our MYX agents, and understand your concern in not being able to fully view your workouts on your MYX tablet. Upon a detailed review on your account, we see a MYX agent asked you on 4/19/22 via e-mail to reset your tablet to remedy the issue and you mentioned that you were able to complete the calibration ride and troubleshoot the connectivity of the Heart Rate Monitor after performing the reset. On 4/22/22, a MYX agent mentioned to complete the steps in the tablet reset once more as an update was sent to your tablet that should help with the issue you are having. Please contact us at the phone number provided to you on the e-mail correspondence sent on 4/26/22 if you are still experiencing the issues stated on your complaint. Since your experience was especially out of the norm, we've issued a partial refund on your "Total Solutions Pack" order purchased on 12/10/2021 to make up for any inconvenience. It should take 3-5 days for the refund to reflect on the card linked to the charge depending on your financial institution. 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, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) After playing phone tag from Monday thru Friday of last week I was finally able to answer the phone when the rep called me. I did as instructed to do a factory reset (I believe that's the term anyway) for a second time, this time there was supposedly an update that was sent over that would take when I did the reset. I've attempted three rides, only one of which (just a scenic ride) was I able to complete without the video freezing. Music would continue, and it appeared to still possibly be keeping track of heart rate/miles however the time and the video froze. I have a video to show. The rep was supposed to call me this past Monday (it's Friday) and I haven't heard back from her to tell her it's still not working. I also have an email from her saying we touched base and as agreed she would call Monday of this week. Business Response /* (4000, 9, 2022/05/11) */ Hi *****, Thank you for contacting MYX! We see one of our agents was able to follow up with you and direct your inquiry to our bike maintenance team. An e-mail was sent to you on 5/11/22 with troubleshooting instructions with a request to send your video of the bike issue as well. Please contact us at the phone number provided to you on the e-mail correspondence sent on 4/26/22 if you need further assistance or do not receive a timely response from the team. MYX Consumer Response /* (2000, 16, 2022/06/07) */ After several back and forth emails, I was able to schedule a zoom call with one of the myx hardware techs and it turns out that my tablet was never actually updating itself when it should have been. She was able to consult with another tech and sent over a fix that so far has worked. She was very apologetic for the fact it took over 2 months to get the problem solved, and left the case open so if I run into problems again I can just reply to the last email. At the moment I'm quite relieved and thankful to have a bike and tablet that both work, but I truly hope in the future myx techs actually listen to their customers so no one else has to go through over 2 months of back and fourth chatter with all the problems being blamed on bogus things like lack of internet.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Bike 12/2021. It was delivered 1/19/2022. The bike's right pedal and crank arm broke on March 7th, I contacted them that day with pictures. After two weeks they finally got a Zoom call with me so I could show the damage, they assigned me to the service team. Weeks later they sent the wrong part, I had to reach out for them to send the correct parts and check on the status of the service technician. The service technician would not respond back to me for an entire week. He arrived on 3/31/22 but was not able to repair the bike, there was more significant damage and additional parts would be needed. As of 4/7/22 no further action or communications has taken place. The service technician (*****) will not return my calls/texts. I have not been able to ride the bike in over a month, and have been charges the membership fee that I can't use. The service technician left the bike's pulley and arm crank shaft exposed stating that it would be safe to ride. It is not safe, and it is making a terrible rubbing and popping noise. I do not want to be stuck with a defective bike. I have emailed customer service several times stating that I would like a replacement bike or a refund and all they do is state we will check with service. I have also let them know I would be filing a complaint if a resolution was not addressed this week. Never in my life have I purchased such an expensive item to have such terrible customer service from both MYX Fitness and the Core service technician. The amount of time that I have had to take to email customer service is exhausting, as there is not a working customer service phone number. I am disgusted with the situation as this has caused me stress.

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/04/20) */ Hi *****, Thank you for contacting MYX, Upon a detailed review on your account, we see the MYX team has been in communication with you regarding the servicing of your MYX bike. We see an estimated date of service is 4/22/22 to install the necessary parts on your bike. Please contact us at the phone number provided on the e-mail correspondence sent today 4/20/22 if you are still having issues with your bike or if your bike was not serviced on the date provided. Thank you again for your feedback and hope these steps in a resolution find you well. MYX Consumer Response /* (3000, 7, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Service technician did not show up on the 22nd. I have called, texted, and emailed him with no response. I can't get the service technician to show up to complete the repair. I have been contacting him since April 14th with several attempts. I have also reached out to MYX with no response to the technician not responding. My bike it still broken and now I can't get a service technician to come or respond back to me to schedule a service date. At this point I am requesting a replacement bike to be sent and my broken one picked up. It is under full warranty. Business Response /* (4000, 9, 2022/05/02) */ Hi *****, Thank you for contacting MYX. We see that a rep from our Bike Maintenance team reached out to you via e-mail on 5/2/22 to advise that the service call was completed from the tech end and wanted to ensure if you needed any further assistance. Please reach out to the phone number provided on the e-mail correspondence sent on 4/20/22 if you need additional help regarding your request. MYX Consumer Response /* (4200, 11, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Service repaired the right pedal, but the bike is still making the same noise it was before it broke off. It is also having a rubbing noise that it was not doing before. I have communicated this to myx. This bike continues to have problems and I am still requesting a replacement bike. Business Response /* (4000, 14, 2022/05/06) */ Hi *****, Thank you for contacting MYX. We see that a rep from our Bike Maintenance team reached out to you via e-mail on 5/6/22 to advise that a replacement order will be processed soon. Please reach out to the phone number provided on the e-mail correspondence sent on 4/20/22 if you need additional help regarding your request. MYX

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It started with the first delivery date that was scheduled by the company. They were a no-show with no call to let us know. We had to call them three times they let us to believe the delivery was still going to be made but it never was. They advertise free shipping and free assembly but when delivered the truck driver refused to drive up our driveway which has plenty of turnaround space and he was in formed. They were rude, did not carry the equipment inside and did not assemble as advertised. Once we assembled and started the use were surprised once again that the exercise bike needed a monthly fee in order to use the screen. Had issues with logging on several times sent them several emails and finally asked them to come and take their product back. They also advertise a 30 day return with no questions asked. We have yet to hear back. The only way to contact them is through email. At this point we just want them to take their product back and refund the money . And the monthly fee.

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/19) */ Hi***** and *******, Thank you for contacting MYX. You spoke to us today regarding your overall experience. Your feedback regarding your delivery experience is noted on the complaint and we do apologize on behalf of the delivery team. We have noted this experience to prevent similar experiences going forward. We are pleased to hear that your issue was resolved, and a refund/return was processed and complete. You may contact us at the phone number provided on the e-mail correspondence sent to you on 4/19/22 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, MYX

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Myx Fitness bike 8/29/20, order number 14240. I paid $******** for the bike and financed it via Affirm. The bike was delivered to my home on 10/10/20. To date, I am on my third defective bike tablet from Myx. I now have a bike and tablet that I am still making payments towards, as well as paying for a monthly subscription that I cannot fully use. I am so incredibly upset by this situation, I have never felt so scammed. I had absolutely no issues with my Myx bike until last month. All of a sudden, on 3/13/22 my tablet completely fried out. Mid workout just shut off and went black. The next day I contacted customer service by submitting a form online. They responded right away, they had me troubleshoot some issues, take pics and sent a video of the info they requested. They promptly responded and said they were sending me a new tablet. I was so happy they were doing this, since my bike was out of warranty. I received the new tablet and immediately had issues. I thought maybe it was my internet (even though the original tablet worked fine with my internet), I decided to upgrade my internet speed. Once my internet was upgraded that still did not help. I contacted customer service again on 3/26/22. They requested more information and I did a Zoom call with them. They decided to send me yet another tablet. I received the (now third/second replacement) tablet and it does not even allow me to connect to the internet, let alone sign onto the app, it reads 'illegal deletion'. I literally cannot believe this company sent me two defective, non-working tablets within two weeks! And I'm still paying full price for the app which I cannot fully use. I emailed customer service again on 3/26/22 and 3/30/22. No response. I even emailed the President of Myx Fitness, Heberto Calves on 4/2/22. No response. If they sent me two replacement tablets outside of the warranty, this company is obviously recognizing the product is inherently defective.

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/19) */ Hi ******, Thank you for contacting MYX. Upon a detailed review on your account, we see on 3/14/21 you contacted our MYX support team regarding your tablet not turning on. On 3/17/22 after further diagnosis, our MYX team sent you a replacement tablet to help resolve the issue. We also see on 3/26/22 you contacted us back saying the new tablet was not functioning correctly. You requested a partial refund. Since your order was outside the money back guarantee, our team forwarded your inquiry to the Bike Hardware team to get this resolved as soon as possible. On 3/29/22, a zoom call was provided to get further feedback on the issue. On 4/11/22 a new tablet was issued and delivered on 4/13/22. We hope the new tablet has resolved the ongoing issues. If not please contact us at the phone number provided on the e-mail correspondence sent on 4/19/22. We hope this resolution finds you well. MYX

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased: 1/30/2022 Delivered: 2/19/2022 Return initiated: 3/6/2022 Company did not fully set up. *** was broken. Bike is squeaky. First pickup scheduled: 3/10/2022 XPO logistics rescheduled SIX TIMES. Confirm FIRM pick up date: 3/26/2022 NEVER SHOWED UP. no call no show. SECOND FIRM PICK UP: 4/2/2022 never showed up. No call no show. 4/3/2022 MYX closed my case. No resolution. Will not provide a customer support phone number. Absolutely no way in moving this forward as I can't physically make them give me a refund or have their XPO company do a pick up. I did the right thing in initiating the return within the 30 days. I was told it wasn't an issue at all. I really just would like my refund - I do not want to take legal action.

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/04/14) */ Hi *********, Thank you for contacting MYX Service Recovery. Upon a detailed review on your account, we see XPO picked up the bike on 4/9/22 and a refund for the order was processed on 4/11/22. An e-mail confirmation was sent to the e-mail address connected to your account as well. You may contact us at the phone number listed on the e-mail correspondence sent to you on 4/14/22 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 Consumer Response /* (2000, 7, 2022/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) A refund was processed - only because my only remaining option was to disputed the charge on my credit card . MYX has "processed a refund" but this was after my credit card has to get involved. I'm still dissatisfied with MYX customer support. XPO logistics has still yet to pick up the bike, even though MYX has record of them picking the bike up. Receiving a refund was what I wanted but I refuse to work with XPO logistics as they are completely unreliable. MYX/beachbody should look into a new partnering company as XPO has ruined my experience with MYX/beachbody, even though their customer service is terrible as well. Having to file a BBB complaint and credit card dispute to receive answers and actions. Never again.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bike purchased on 2/24 for full delivery and setup Bike delivered on 3/14, not working or setup properly. Delivery staff exited home without notification. Contacted MYX numerous times requesting someone to come fix the bike which was never installed properly, and appears faulty. Advised someone would come on 3/29, no one showed up. Attempted to contact customer service again and they closed the case with no resolution. I am looking for a full refund of $********.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/04/13) */ Hi ***, Thank you for your feedback. Upon a detailed review on your account, we see the MYX bike team has emailed you on 4/6, 4/7, and 4/8 with contact information to speak with a technician that is assigned to your case if you have not heard from them. The MYX bike team requested a response from you to make sure your issue was resolved but they have not heard back. An outbound call was made on 4/13/22 in attempt to speak with you to make sure your issue was resolved. Please contact the phone number listed in the e-mail correspondence sent today if you need further assistance. 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, 2022/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had several phone conversations over those dates with an ***** with MYX. Additionally have responded to their emails they sent and instantly receive notifications that the emails were sent from an address I can not respond to. A technician scheduled and canceled coming to fix the bike each weekday in the past week. This is still not resolved. Business Response /* (4000, 9, 2022/04/29) */ Hi ***, Thank you for speaking with us today. We are pleased to hear CORE is in communication with you concerning the fix of your bike. Please reach back to us at the phone number provided if you need further assistance.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Got a myx fitness bike and it had many problems. Contacted/emailed costumer service and they said the problems was normal and they didnt know how to fix it so the sent out a new tablet. That didnt fix the problem through this whole process they just kept ignoring me. Then when they would answer they would say there is nothing they can do about the problem and still charge me a monthly fee for the program and i paid **** cash for the bike.

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/04/05) */ Hi *****, Thank you for reaching out to us. Upon a detailed review on your account, we reached out to you to ensure a tech will look into your issue on 3/24/22. We have escalated your concern to the proper teams and see a voicemail was left 4/01/22 regarding status of your issue. I see a**** agent was able to look into your return request and e-mailed you on 4/04/22 awaiting your response on the return. A phone number was provided to contact us back if you have any further questions or concerns. Please let us know if you have further questions or concerns and we will be happy to assist.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an MYX bike in October 2021. After numerous failed deliveries, it was finally received on March 4th. However the necessary screws were missing. They were supposed to send them out immediately. I still have not redirected them, rendering the bike useless. When I tried to contact them, I was told the case was closed. It's being infuriating.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/25) */ Hi *****, Thank you for reaching out. We tried to contact you via the phone number listed on your account but unfortunately, we were not able to reach you. Upon an account review, we see the customer service team has processed a shipment of the missing hardware to attach your tablet. However the tracking information is not showing the details of transit. In this case We will reach out to the back of house team for further support to have them send out the hardware needed once more. We also sent you phone contact information just in case you do not receive a timely response from the MYX team. We hope this resolution meets your needs.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a MYX Fitness bike on October 10, 2021 and was charged on October 10, 2021. At the time of purchase they said the delivery would be 1 to 3 weeks. I had reached out to the company after 2 weeks of no contact to request an update and was told it would be over 4 weeks now. On November 11, 2021 my bike was taken to a "final delivery hub" by *** Shipping in a city about 80 miles from my house. The first date they set up to deliver the bike to my house was December 1, 2021. The bike never went out for delivery and *** shipping called to reschedule delivery. After reaching out to *** and MYX Fitness/Beachbody about this I was told they would expedite the delivery date but I received no expedited delivery date. The next scheduled delivery was December 29, 2021. Again, my bike was not delivered. After reaching out again to *** and MYX Fitness/Beachbody they requested expedited delivery, again. I heard nothing and finally called *** and the delivery was January 19, 2022. MYX has offered me two "refunds" in the amount of $270 between the two. I actually got text confirmation from them on January 18, 2022 with a four hour delivery window. I was home the entire day. No one came. I had been told earlier in the day that it was out for delivery but after reaching out again in the evening it had never left the warehouse. They contacted me the next day that it was out for delivery and I left work early to get home. Again, not delivered but was marked delivered by them. *** Shipping reopened my ticket but I have no resolution. My credit card is disputing the transaction. I have reached out to MYX Fitness/Beachbody twice since the 19th and have not gotten a reply. It has been over four months and still no delivery in sight. I have even offered to drive 80 miles to pick it up but it's now been in a warehouse for over three months with consistently sub zero temperatures.

  Business response

  03/15/2022

  Consumer Response /* (2000, 10, 2022/03/14) */ My issue has been resolved. My bike was finally delivered on March 2nd.

*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. ↩