ComplaintsforPeloton

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own a Peloton treadmill. Its only about 2 years old and I received an error code on it yesterday afternoon. After contacted peloton and them going through the troubleshooting guide/steps with me for my specific error code, the tread still did not work. Their next and final suggestion for this error code was the base needs replaced and this would cost $1,175.00. This is total ********. I aired out my grievances to the customer service person about replacement but there was no other options. I do love the my treadmill but I am disgusted that a piece of equipment that costs >$3000, after two years, already needs replaced. Its criminal and I feel very taken advantage of. Its hard for me to speak kindly about Peloton after this. This is a PELOTON problem. Not a me problem. I dont feel I should be held fiscally responsible for replacing the base for $1200. Thats asinine since this was due to a manufacturing/engineering flaw. They need to back up their product and take responsibility for their failure. A tread of this price should be lasting ***** years. Not 2. I want to add this treadmill does not get abused with heavy wear. I run 1-3 days a week for a *** of 30 minutes per run.All Im asking is for a fair resolution here. Not one where I feel like Im getting scammed and paying for the responsibility of the companies failure. I will leave reviews in every avenue and nook and cranny of the internet regarding this issue and the way Peloton decides to handle it. I hope they can do the right thing here.Attached is a photo of them waiving 1 month of my membership ($40)!!! That sure eased the pain of needing to spend $1200 to replace my base!!!!

  Business response

  08/08/2024

  Thank you for bringing this to our attention. After reviewing the member's case and account history, we were able to confirm that the member purchased their Tread secondhand. Limited Warranties that are associated with a device do not transfer to the new owner upon secondhand sale. We have initiated communciation with the member to inform them of our Warranty Policy as it relates to secondhand purchases and provided the Member with a quote for repairs. Now that the member has been provided the relavant information, we consider this matter closed.

  Customer response

  08/08/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requested technician support for a non functioning tread after a military move from ** to ***Peloton informed that having the military move it voids the warranty and they cant service it in ******. None of this is disclosed to members to make them aware prior to purchase. Their solution was I pay to ship the treadmill back to the continental us and pay to have it serviced there. The fact that Ive paid $3000 for a treadmill and an extended warranty which they now claim is void is not disclosed anywhere on their website as a precaution to buyers and is inexcusable. I now have a treadmill that I paid over $3,000 for that is not able to be used after having owned it only 18 months and their solution to ship it back from HI to the US is ridiculous in and of itself. I do not want to support this company as they are not transparent in their business practices and do a disservice to their military community.I have attached the warranty info and my purchase receipt as well as conversation with the technician after it was escalated.

  Business response

  08/02/2024

  Thank you for bringing this to our attention. The members Tread was originally delivered to a location in **************, and was later moved to ******, by a company or individual that was not a Peloton authorized service technician. Our Warranty Policy states that we will not cover any cost for any Peloton Bike, Bike+, Tread, Tread+, or Row that is moved to a location outside Peloton's delivery areas in the **. The provision of repair labor and other services under this Limited Warranty is limited to Peloton's delivery areas in the ** or services performed by anyone other than a Peloton authorized service technician Also, our policy states Damage or equipment failure resulting from improper or negligent assembly, disassembly or relocation will not be covered under Peloton's warranties. If you use this Assembly Guide to assemble, disassemble, or move the Peloton Tread, you do so entirely at your own risk. By undertaking disassembly or assembly of your Peloton Tread, you agree to waive and release Peloton from any and all claims that you may have resulting from the disassembling, assembling or moving of the Peloton Tread by anyone other than a trained professional. NOTE: You understand and agree that Peloton shall have no liability for any damages caused by any third party you have engaged for the relocation of your Peloton Tread. This information can be found on our public Support site, and in the Warranty Policy that is provided to the member upon purchase. However, we understand that the member paid for a Protection Plan, which allows for the extended coverage of the equipment. As a gesture of goodwill, we have decided to refund the Protection Plan. Additionally, we're collaborating with a new vendor on the island to help the Member get their equipment operational. We're also working to expand our repair services in this area, where we don't usually offer coverage. Now that this issue hsa been resolved, we consider this matter closed.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I I am writing to file a complaint regarding a purchase I made from Peloton Apparel on May 30, 2024. The total amount of my purchase was $166.70, and the website clearly indicated that there would be a 30% cashback on my order.However, when I attempted to log into my account today, I found that I was unable to access it. Despite resetting my password, I did not receive any email to complete the process. I sought help from Peloton Apparels support team, but they directed me to completely unrelated web pages, providing no assistance with my issue.I would like to know how I can obtain the promised 30% cashback for my purchase.

  Business response

  07/26/2024

  Hello ******,

  Thank you for bringing this to our attention. To clarify, the cashback will be sent to the member via email and may take up to 60 days from the order date to be processed and delivered. This cashback offer is managed by our third-party partner, Fondue. We have already informed the members about our cashback policy and provided them with Fondues contact details. If you do not receive your email from Fondue within 60 days, please reach out to ********************** With this information, we consider the matter resolved.
  

  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Peloton is unwilling to fix a technical issue regarding saved payment information. When logging into my Peloton account and I look up my saved payment information it is still showing an old payment card. When I update this information it appears to be successful but when I go back to that page it is still showing the old payment information. When I reach out to Peloton support the person I spoke to was quite unhelpful. They said they had spoken to their manager about this and, in so many words, said there was nothing that could be done to fix the issue. Peloton informed be I'd need to rely on verbal confirmation from one of their support staff as what is being shown on one's payment information in their profile is unreliable. This makes absolutely no sense to me as every other paid service I have, such as auto insurance, internet, cell phone, I am able to log in on a website or the company's application, update my payment method and see it immediately updated and reflected. Interaction reference with Peloton - ref:************************:ref and ticket #********. My wish is for Peloton to do the right thing and fix their technical issue.

  Business response

  07/25/2024

  Thank you for bringing this to our attention. Members can update their payment method at onepeloton.com/mymembership, or by calling in to Support at ************. We have initiated communication with the member to further assist with updating their payment method. Now that the member's issue has been addressed, we consider this matter closed.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a tread two weeks ago, it got delivered last week ,my wife, my mother in law, and my 10 day old son were the only ones home. the tread was going in the basement. while alone in the basement with my mother in law one of the delivery men made sexual inappropriate comments to her. she became startled and called me, when I called the delivery guy to ask him what was going on he called me a ''***** *** *****''. I have called peloton multiple times and filed a report with them. the complaint # is ********. No one is calling me back from peloton and no one is calling me back from the moving company. the way they acted was completely inappropriate and no one is taking it seriously.

  Business response

  07/25/2024

  Thanks for bringing this to our attention. We take reports of harassment and unprofessional behavior very seriously. The incident was reported to our leadership, and swift action has been taken; we have zero tolerance for this behavior. Additionally, we have contacted our Member offering our apologies for the unprofessional behavior. We now consider this matter to be fully resolved.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Peloton Treadmill Under Warranty by Manufacturer till 2026 Touch Screen is not working --> New Screen was sent ***** by Peloton but I can't get Technician to install screen for 1 month etc Treadmill isn't operational and still I am being charged a Monthly Subscriptions for Service and I have to Pay a Monthly for Flex Financing on this piece of equipment

  Business response

  07/17/2024

  Thank you for bringing this to our attention. We were able to confirm that since receiving this complaint, this member has been in contact with Member Support in regards to their expedited service repair, as well as their refund for their touchscreen replacement. Now that the member's issue has been addressed and they are currently in communication with Support, we consider this matter closed.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on the Peloton apparel website (**********************************************) on May 29, taking advantage of the promotions: 40% off $150 orders and 30% cashback. However, it has been over a month, and I have not received any cashback.I reached out to their online customer service and chat with ****************** Instead of resolving my issue, he redirected me to a third-party website, Fondue (www.getfondue.com), which I was unaware of when placing my order. When I expressed my concerns about contacting a B2B business, ******* claimed that Peloton does not stack promotions. This response is absurd for a couple of reasons:1. The Peloton website did not display a "one-coupon-only" policy during the checkout process.2. My order page includes an item named "30% CashBack - Redeem after purchase 1," indicating that both promotions were allowed.Despite these points, the customer service representative insisted that Peloton is not involved with ******'s cashback business and failed to disclose the challenges of obtaining the cashback. This setup seems to benefit Peloton by attracting customers with the promise of cashback while avoiding accountability when customers request it.

  Business response

  07/17/2024

  Thank you for bringing this to our attention. Please be advised that our promotions can not be stacked, however this particular cashback offer is a separate promotion from the other discount the member received. It looks like the member's order does include both the 40% discount, as well as the 30% cashback offer. The cashback should be sent to the member via email, and can sometimes take up to 60 days from the date of the order to be fully processed and sent to the member. Please note that this cashback offer is managed by a third-party partner, ******. We have initiated communication with the member to inform them of our cashback offer policy, as well as contact information for Fondue. Now that the member has been provided the relevant information, we consider this matter closed.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 19, 2024, my 3-year-old Peloton bike stopped working. Peloton promised to send a technician to my home to fix it. They have scheduled a repair of date of July 20, 2024 even though I have told them I will be out of town that date. They will not give me another repair date. I am asking for a mutually agreed upon repair date. If they cannot provide that, I want a new Peloton bike that works.

  Business response

  07/17/2024

  Regrettably, we do not have authority over the scheduling dates offered by our delivery or repair partners, as these appointments are managed by third-party companies. We have contacted our repair partner to explore the potential for an exception for schedule flexibility and is a path we take on a regular basis if the Member runs into scheduling friction. We consider this issue resolved and closed.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own a Peloton Bike+, the other day it started to show an error B0215 but it worked fine, I was able to get classes with resistance know working fine. I contacted support about it and was asked to follow some troubleshooting steps which included making a factory reset. I raised concerns about it since I saw reports on the internet that it could make it worst. I was told to proceed though. After resetting it, Bike got stuck on calibration step and isn't usable anymore. I am not being told I need to spend more than $400 to get a replacement part. This isn't acceptable since I had a perfectly working bike with just a warning and following their instructions, they made it impossible to use. Now, I am hearing that there is nothing they can do and I must buy a new part since I am out of warranty.If their support has the wrong instructions, they should fix it and not expect customers to pay for new parts after they make their own bikes unusable.

  Business response

  07/06/2024

  Each purchase of a Peloton connected fitness unit comes with a one-year standard Limited Warranty. Additionally, we offer a Peloton Protection Plan, which provides extended coverage beyond the first year and can be purchased at any time within 365 days of the original purchase date. The members Limited Warranty expired, and they elected to not purchase a Protection Plan. We are conducting the required repairs at no charge to ensure the member receives a fully functional unit. Upon reviewing the history, we identified that we did not follow all necessary troubleshooting steps outlined in our standard operating procedures. We are also communicating this feedback to our support team to emphasize the importance of adhering to the correct troubleshooting procedures and fostering collaboration.

  Customer response

  07/12/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased the rental subscription for a Peloton bike with the promise of easy cancelation and returns. I have put in a request for a cancelation and return twice. A message appears that a customer support agent will contact me, but I have not been contacted. I have since been charged another month of the subscription after I put in the cancellation request.

  Business response

  07/06/2024

  We identified a concern and successfully confirmed an online process gap in our self-service membership cancellation flow. For non-rental members, cancellation occurs immediately as no equipment needs to be returned. However, for rental members, the system failed to prompt the necessary steps for setting up equipment returns as expected. We are actively collaborating with cross-functional teams internally to rectify this flow. Currently, we have initiated a return process, and the member has selected a return date within the next two weeks. Additionally, we have refunded the recent charge. As of now, we consider this issue resolved.

*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. ↩