ComplaintsforPeleton Technology LLC
Sporting Goods Wholesale
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Complaint Details
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Initial Complaint
09/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Subject: Complaint Regarding Repeated Safety Key Error on Peloton Treadmill I am writing to formally lodge a complaint against ******* regarding a recurring safety issue with their treadmill product and the company's refusal to adequately address the defect.I purchased a Peloton treadmill. After some time, I encountered an error related to the safety key, which rendered the treadmill inoperable. Since the treadmill was still under warranty, Peloton replaced the treadmill base. However, I am now experiencing the same safety key error once again.This issue is well-documented and seems to be a common problem among Peloton treadmill users. Despite this, ******* refuses to take proper responsibility. After reporting the issue a second time, I was informed by a Peloton supervisor that because I did not purchase an additional warranty after the base was replaced, they would not cover any further repairs or replacements. The supervisor also mentioned that a technician would contact me, but no one ever did. When I followed up, ******* sent me a part that does not resolve the issue, leaving me with the same safety key error.When the treadmill base was initially replaced, the repair technician openly admitted that the treadmill would likely fail again and that ******* would be reluctant to fix it. Unfortunately, this prediction has come true, and Peloton is now refusing to replace or repair the defective product, even though this problem is clearly a known defect within the product line.I am deeply frustrated by *******'s refusal to rectify this situation, especially given that this is a recurring, well-known issue. I believe that as a consumer, I am entitled to a product that is safe and functions as advertised, and Peloton is failing to meet these basic standards.I respectfully request that the BBB intervene to encourage Peloton to take responsibility for this defect and provide a proper, lasting solution to this problem.Thank you.Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Peloton cancelled my membership due to not upgrading to the new version of the screen. The membership was digital and the alternative they provided was their digital membership, which doesnt have the ability to use a TV and cycle. They offered a discount in upgrading the screen, but I have a TV and the digital membership so it was unnecessary. The offer the altered digital membership, which doesnt have cycling content. So I now own a platoon bike with no ability not ride it with classes unless I forcibly upgrade the screen. The new membership invalidated the reason for the bike altogether. This is at best predatory and at worst fraud. They did not communicate that the screen upgrade would cancel my membership.Initial Complaint
06/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In 2020 we purchased a Peleton Bike and a $44/mo subscription. In 2022, we purchased a second bike for a secondary residence. Without telling us, Peleton opened a "second" account under the same email address and started charging us $46.50, in addition to the original $44/month. Regrettably we only caught this double charge two years later. I called Peleton and they said they opened a second account so we could "use the two bikes at once," which we were not doing, and we never would have agreed to. They would only refund 3 months (out of 24 double-charges) and gave us a 3 months credit going forward. We would like a full credit for the 24 months as this was really deceptive. When they brought the bike to the secondary residence, all they said was, go ahead and sign in, and we did so using the existing account. We were never told that this would double our fees.Initial Complaint
05/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
After many many hours of phone calls and Peleton blaming AMEX and AMEX blaming Peleton I finally figured it out. I made purchase of $3730.24 on May 22, 2024. Delivery by the ****** associate was offered of May 29, 2024. Of which I accepted. The minute my payment was made in store AMEX approved transaction and was held in pending status which makes that amount of credit unavailable! ******* then after the fact finding out 4-5 days before delivery attempt to take funds. Well that would be the *****th. My AMEX was still pending rendering credit lower. So When Peleton attempted to keep taking money out the credit was no longer available and kept failing. Had the delivery date chosen been further out then the pending would have dropped me been made avail back to my AMEX well before delivery. Since was still pending money was never taken by peloton and there fire order cancelled. Now I have to order again well after the fact as I have to wait more days for my AMEX to put my credit back in my account (Jun 2 up to 10 days) and reorder, select delivery date well into future to ensure the pending hold falls off before merchant takes funds, and will now have to coordinate when I will be in town for that delivery! The problem is the merchant Peleton is the one that offered such a close delivery date causing this issue therefore owes me a significant discount!!Initial Complaint
04/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Peleton has been charging us monthly fees- because we had not reset the bike to factory settings. We were not informed to do so. They did not delete out credit card when we called and cancelled the membership. I believe it is unfair to bill on a old credit card on file once the membership is discontinued. Not knowing that membership is only discontinued and not billed if the bike is not set to factory settings. Asking for credit card information again at onset of a membership that is discontinued would be a fair practice.Initial Complaint
01/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Peleton delivered a treadmill to our house through their delivery company RXO and broke a pillar outside our home. The delivery driver backed into the pillar with the delivery truck. We have been trying since November to get Peleton and/or RXO to pay for the broken pillar ($600) but have yet to receive a check or any follow up communication.Initial Complaint
10/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Peleton bike was ordered October 5, 2020. Purchase price was $2,194.23. On May 11th 2023 I was notified that the bike post was recalled for safety concerns. I placed an order for replacement on May 12th, 2023. I have not received my replacement. Peleton committed to the replacement in order for me to utilize their product. I received emails in May stating I would receive part on June 2nd. I did not receive the part. I was then notified there has been a back order and I would receive it no later that August 13th. I did not receive the part. I called again and was notified of a back order. I was emailed stating I would receive the replacement no later than September 29th. I did not receive the part. I called and was placed on hold for over 20 minutes and still no resolution. I am unable to utilize the bike due to safety concerns . I am requesting full reimbursement for the purchase.Initial Complaint
09/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I just received a replacement Bike plus and the previous men that set it up stripped the monitor and I now have a replacement bike with no monitor. I am so overwhelmed and upset I spent ******* and I am going on 5 week without using my peleton. Please help me Peleton does not answer phone they keep putting me on hold. This is just not right.Customer response
09/18/2023
The company keeps putting me on hold. I have been on hold for 30 minutes I just want to cry!!! I took a day off of work for the delivery and now what I still do not have a bike and the company will not answer.Initial Complaint
09/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Treadmill from peleton was installed and did not work upon installation. Worked with customer service and no satisfaction 30 day return policy offered by peleton *** they wont respond to pick up treadmillInitial Complaint
07/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
To whom it may concern,I am writing to express my displeasure regarding my recent communication with the **************** In December of 2020, I purchased a Peloton stationary bike for exercise during the time of the pandemic. My initial experiences with the company were satisfactory. As part of my purchase, I paid for an extended warranty to cover parts associated with the bike. In June of 2023 the flat screen monitor for the bike ceased to work. When I contacted ******* support they attempted to assist with a manual rebooting of the bike due to a perceived software update. It was discovered that the issue was not associated with a software update and that the monitor simply stopped working. The cost for a new monitor would be for the cost of a new Touchscreen at $650.00 and to have a Service Technician come out will cost $159.00. The total cost for the bike at the time of purchase was less than $2,000. The extended warranty that I purchased ended in approximately March of this year; two months before the bike went nonoperational. I want to add that for the lifetime of the bike I have rode it less than 100 times. To expect that I pay almost half the cost for the bike to repair a monitor is senseless. The bike had to be defective.
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Customer Complaints Summary
22 total complaints in the last 3 years.
8 complaints closed in the last 12 months.