ComplaintsforMyx Fitness, LLC

• Initial Complaint

  09/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was communicating with Myx Fitnesses customer service department regarding a noise that my bike was making. I sent them, per their request, a recording of the noise. They issued an incident number and said someone would contact me to set up an appointment to repair the bike. No one ever called and now they do not respond to my emails and they do not answer phone calls - I get put on hold for ever.I just want my bike fixed. Their customer service department has vanished.

  Business response

  02/17/2022

  Business Response /* (1000, 2, 2021/09/23) */ Dear *********,
  Thank you for reaching out. We apologize you are still in need of service for your bike. According to our records, a member of our team requested some information that was needed in order to set up a service appointment for you. This was in an email sent on 9/07, requesting your bike's serial number and your current address. We apologize if this message did not reach you. We will reconnect you with our team, so you may provide the information, and we can get you scheduled for a service appointment as soon as possible. Thanks very much.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered my studio bike on 7/6 and paid $******* after taxes. I received my bike on 8/2. The company states the customer has 30 days to return the bike if they are unhappy with it & will receive a full refund minus a $250 shipping fee. I contacted the company by email on 8/30 and requested a return. I was told my request was escalated & I would receive a response within 24 hours. I followed up on 9/1. No response. Reached out on Instagram & was told because my request was within the 30 days it would be honored. On 9/3 I received a response asking why I wanted to return & how I wished to proceed. I responded & indicated I wanted to proceed with the return. I have not received any response since then, despite my attempts at follow up. Contacted via Instagram again who asked to confirm my email. Still no response. Meanwhile I am also being charged a monthly membership fee. It will take time to schedule the return pick up and I want to start the process/get a response.

  Business response

  02/17/2022

  Business Response /* (1000, 2, 2021/09/22) */ ************* Thank you for your patience. Unfortunately, we did not receive your response to our last message on 9/3. We apologize for not following up with you here sooner. We will begin the process for you to return your bike. I will loop in our Service Operations team, and they will be reaching out to you with the necessary information for your return as soon as possible. We're sorry to hear that the bike was not a good fit for you and that you had difficulty communicating with us. We are taking steps to improve our communication and response times. There will not be a $250 restocking fee. You'll be receiving a full refund. Our Service Operations team will be reaching out to you via email as soon as they are able. Please let us know if you have any questions. Thank **********  Consumer Response /* (3000, 3, 2021/09/23) */ 9/23/2021   Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Sincerely, *************

• Initial Complaint

  09/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a bike from MYX Fitness on July 23, 2021, was told it would be about 2-5 weeks for delivery. Got an update that my order would be delivered to the local hub on August 19th, which never happened and the status disappeared. I contacted support and was told that the equipment was delivered to the Orlando hub on August 18th and should arrive at local hub by August 27th, if not to contact them if I didn't hear anything. I've contacted them numerous times this week with no response or resolution as to the status of my order and/if to expect delivery. Last I heard from them was on August 29th when they said they were escalating issue to Tier 2 and a I should get a response within 24 hours which hasn't happened. I've emailed them several times since with zero response from them. I researched the company the product for months before making a decision to go with them. Most reviews stated they received their order within two weeks so I was extremely hopeful, yet dissapointed.

  Business response

  02/17/2022

  Business Response /* (1000, 2, 2021/09/19) */ Hello, We are so sorry about the delay you were experiencing from MYX fitness to get your inquiry resolved for you. One of our agents replied back to customer letting giving the customer know the status of the order on 9/1. XPO originally scheduled order for delivery for 9/7, XPO never contacted the customer the night before delivery like they are supposed too  and then customer finds out that the order has been rescheduled for 9/11 without confirming this date with the customer because the order was missing the MYX tablet. Agent escalated this order with XPO to check on what was going on and confirmed that the tablet was never missing and XPO just rescheduled without confirming this with the customer. Agent confirmed that the order would be fully delivered for 9/11 and it was indeed and customer was also provided with 2 months of complimentary subscription service.  Consumer Response /* (3000, 3, 2021/09/20) */ 9/20/2021   Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I do hope to get the 2 free months of membership and should see if they hold true to that in a few weeks.   Sincerely, *************

• Initial Complaint

  09/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a MYX fitness bike in October of 2020. In the last 4 to 6 weeks the 21 inch tablet has had connection issues. I have been in contact with tech reps via email and once via zoom who could not fix the issue. Now the tablet no longer works at all. There is no response from the company.

  Business response

  02/17/2022

  Business Response /* (1000, 2, 2021/09/19) */ Hello. We are very sorry about this experience you've had with your MYX tablet. Our hardware and engineering agents need to be able to troubleshoot and in some incidents be able to replicate some scenarios to be better assist and come up with a resolution. We do understand that not being able to use your tablet for some time can be very frustrating. After meeting with customer over zoom our hardware agent determined a new tablet replacement would be needed in this case.  Consumer Response /* (3000, 3, 2021/09/20) */ 9/20/2021   Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Sincerely, *************

• Initial Complaint

  09/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a MYX Fitness bike and subscription in February 2021.After a couple of months, the bike started making loud clicking noises, we notified MYX & they told us to perform a procedure, we did, no result. Again they told us to perform the procedure, again no fix.After trying this twice and dealing with it for another month or so, they sent technicians who replaced parts. The technicians told me this problem was common due to a bike design defect, and it was going to happen again - it has.And when this company merged with two others recently, software updates have "broken" the Bluetooth audio levels. With this merger, the new programs use RPMs vs. BPMs to monitor the rides. The current bike does not measure RPMs rendering all-new programs useless.I have contacted them repeatedly over the past couple of months since this merger regarding these issues - 0 response.3 issues: Bluetooth audio, Lack of sync with Noom, and a deficient bike design/not working with new programs.

  Business response

  02/17/2022

  Business Response /* (1000, 2, 2021/09/19) */ Hello! We are very sorry to hear about the multiple issues you are experiencing with your MYX bike. Looks like one of our Bike techs did respond to you but the ticket as accidentally closed out but has now been reopened for our hardware team to send out a new and improved aluminum tensioner and also set up a CORE call to come and fix your bike. Cadence/RPMs have come to MYX! This is a metric that our community has wanted us to start to have. We will also be more than happy to send you a complimentary WAHOO sensor that can be easily attached to the left crank arm to start to track your Cadence/RPMs and will be able to see that on your MYX tablet on Rides released in Mid August and moving forward. We will also connect you with our tech support on finding some resolution on your Audio levels on your AirPods.  Consumer Response /* (3000, 3, 2021/09/20) */ 9/20/2021   Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********* and find that the response is reasonable at this point. I will absolutely take the RPM monitor, please ship to: ***************************************************** In addition to the Bluetooth audio issues, there is another software issue that I have a Case opened with MYX. After this merger, MYX data no longer syncs with Noom via the Apple Health application, so a resolution on that issued needs resolved. Enclosed is a screenshot of what it used to do. Sincerely, **************

• Initial Complaint

  09/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The password on my MYX bike stopped working out of no where. I requested the password to be reset by having a link sent to the email on file like many other places do and NO LINK EVER COMES THROUGH. My husband and I have both emailed them several times to get the password reset so I can use the bike which I have not been able to do for several weeks now. No one will get back to us and if I call, I am on hold for over an hour. We had to change our form of payment due to a new credit card we received and they were sure to email us about that right away. They were sure to change the payment option on file but will not get back to us to reset the password so I can ride the bike. Terrible, terrible service!!! I need this problem fixed IMMEDIATELY.

  Business response

  02/17/2022

  Business Response /* (1000, 2, 2021/09/19) */ Hello. We are very sorry about your experience trying to log into your MYX tablet. Initially customer wrote in to update CC info because the customer received an email about failed payment. One of our agents provided instructions on how update CC on the MYX tablet. Customer found out that she could not log into her MYX tablet with her existing credentials to be able to update CC info. Customer called in and spoke with one of our agents and  agent found out that this customers tablet was never migrated over to our new Openfit platform. Agent on 9/16 looped in our hardware team to do a manual migration to get this all squared away for customer. Tech sent an email back to customer on 9/16 to set up a Zoom call to do this but has yet to hear back from customer. Tech team has been reminded to reach back out and follow up with customer to complete migration. 

• Initial Complaint

  09/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Saturday Sept 4,2021 I had placed an online order for myx bike on Sunday Sept 5, 2021. Within less than 24 hrs as per their receipt.. I started emailing them requesting cancellation of my order due to a family financial situation. I have emailed them every single day since Sunday, September 5, 2021 with absolutely no resolution to my request to cancel my order. They do not respond .. I need confirmation from them that my order has been canceled.I have already notified my credit card company to not proceed with the payment There is not a working phone number for this company the one in Connecticut just plays music

  Business response

  02/17/2022

  Consumer Response /* (3000, 2, 2021/09/10) */ 9/10/2021 This has been resolved The company is crediting my account In full I held on hold for an hour to get to finally speak with customer service rep. Thank you for your assistance and trying to help resolve this ************************************************************************

• Initial Complaint

  08/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received my bike in the fall of 2020 and have had constant issues. The heart rate monitor has trouble connecting every time I turn it on, the monitor would not turn on at all for a two month period of time- at which the company told me to remove a piece of hardware that they installed. Over the last two months the bike refuses to connect to my internet and gets stuck in "checking for updates" screen. It is completely unusable. It's located in my home office, where I have many devices that never have any trouble connecting to the internet. Their customer support told me to turn it off and on again. This was a big purchase for me and I feel like I wasted the money completely. It's absolutely not worth it to purchase this- I really wish I would have paid extra for the nicer brands with better support. I'm looking for a new bike that actually works or a complete refund, as well as a refund for the months of subscription where the bike was unusable. DO NOT BUY

  Business response

  02/17/2022

  Business Response /* (1000, 2, 2021/08/17) */
  We are so sorry to hear about you having troubles connecting your MYX tablet and also keeping your Polar HR monitor connected. Customer wrote into MYX on 7/28 letting us know she was having an issue connecting to her WIFI in her home office. Our tech team reached back out to her to have her do some troubleshooting on 7/29. On 8/2 one of our tech agents offered to set up a Zoom call to help support customer with her problem but the time customer wanted tech to call did not work. Tech agent followed up with other times/dates to set up Zoom on 8/11 and have yet to hear back from the customer. This bike was purchased on 10/26/2020 and delivered on 11/17/2020 unfortunately putting this customer outside our 30 day return policy. 8/11 and have yet to hear back from customer. We have followed up with tech team to reach back out to this customer to be able to find a remedy

• Initial Complaint

  08/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought the bike, When it updates the system the user and me and password do not work and I can't use the bike. I have emailed and called (no answer) They can't reset my account yet they bill me

  Business response

  02/17/2022

  Business Response /* (1000, 2, 2021/08/17) */ We are so sorry to hear about these issue with your MYX tablet and not being able to log in. Customer wrote into MYX Fitness on 8/16 at 1:31pm PST and our system sent him a auto-generated response letting him know someone would be reaching out to him within 24 hours of him writing into MYX. One of our Agents replied back to the customer on 8/17 at 6:19am to gather some information from the him, to be able to take the steps to remedy his problem.

*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. ↩