ComplaintsforPeloton

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a ****** that stopped working properly about 2 years ago. Due to other things happening, we didn't troubleshoot until about a month ago. After a tech came out and a conversation over the phone took place with Peloton they agreed to replace the frame as they said that is the issue. They said it would be at no cost. Now they are saying that they are going to charge us

  Business response

  08/21/2024

  Thanks for bringing this to our attention. We have reviewed the case and Member interactions with our Support Team and confirmed that the Member was advised we would provide the sensor and monitor cable at no cost. With the Member's warranty expiring 01/23/2022 any repairs would be an out of pocket expense. As a one-time courtesy, we have scheduled a Bike swap for the Member and shared that any future repairs would be an out of pocket expense. We consider this matter to be fully resolved and look forward to continuing to Support the Member through their fitness journey.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a peloton giftcard for Christmas 2020. Its an e-gift card with a purchase date of 12/16/2020 according to the email. Peloton refuses to honor the gift card citing the **** rules on gift cards do not apply to them (citing merchants must honor gift cards for 5 years: *******************************************************************************************************************************************************************************************). There is no expiration date on the card and its absurd they wont honor it.

  Business response

  08/14/2024

  Thank you for bringing this to our attention. After reviewing the members case we were able to determine that incorrect information had been provided regarding gift card redemption. Since receiving the complaint, weve reached out to the member to assist her with redeeming the gift card. As a gesture of goodwill, weve also provided her with an additional gift card for the inconvenience caused. Now that the issue has been addressed and the member is in communication with Support, we consider this matter closed.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Peloton recently updated their touchscreen which is apparently no longer compatible with the original version of the bike (which is what I have). They have also apparently been sending recurring emails to customers since last year noting that this would be taking place and must be replaced by August 1 (none of which I received and they acknowledged they misspelled my email in their database). In any event, the main issue is that they have decided to update their system and are placing a $375 fee on early adopters of their service. Their position is apparently that the bike is "out of warranty" and therefore it's not covered. This is not a warranty issue. This is an update they decided to make and - unless they can present terms of the original contract which make it clear that fees related to the same would fully fall on the customers - there should be absolutely no costs placed on customers like me. The only thing they offered was a $50 discount and they repeatedly cited "policy" as their rationale.I am seeking your assistance here as I've elevated as far as I can and they have resisted my requested resolution. I am seeking a touchscreen replacement with no charge.Thank you and feel free to reach out for any additional information/clarity.

  Business response

  08/14/2024

  On December *******, we announced that support for our first-generation Bike touchscreen would be ending. To assist impacted members, we offered an opportunity to trade in their Bike for a Bike+ at a discounted price, or to upgrade their touchscreen at a reduced rate. Support for these touchscreens ended on August 1st, and members that didn't upgrade by August 2nd received an email notifying them that they would be able to take advantage of the discounts above throughout a grace ******* until October 16, 2024. Member has declined to upgrade. Now that the member has been provided the relevant information, we consider this matter closed.

  Customer response

  08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The thrust of the Peloton bike is to provide on-screen, direct engagement and that was the purpose of my initial purchase years ago.  As noted in my complaint, and stated directly to the initial customer service representative with whom I spoke, unless there is a clause in the original contractual terms when I purchased the bike stating that any costs associated with upgrades to their services clearly fall on customers to assume, this full cost should fall on Peloton and not on me (nor on other customers encountering a similar fact pattern).  They state that this is an "out of warranty" issue which it clearly is not.  The screen was fully operational until they made the decision to upgrade their system and to leave early adopters out.  The representative also acknowledged that the communications regarding the need to upgrade were sent to an incorrect email for me (which is not really the issue as - even had I been aware - we would be at the same place).

  I am once again seeking a screen replacement at no cost and reiterate that the system was working perfectly until they made this decision to adjust and make it inoperable for a particular grouping of customers, a decision that should not lead to hundreds of dollars of additional costs for consumers.   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************, Esq.
  
  
  
  
   
  

  Business response

  08/21/2024

  After careful review, we reaffirm that support for the first-generation Bike touchscreen ended on August 1, 2024. We offered members a discounted trade-in or upgrade option until October 16, 2024. The member declined these options, and all relevant information was provided. Given this, we consider the matter resolved and closed. We are unable to provide a screen replacement at no cost as the support terms and offers were clearly communicated.

  Customer response

  09/03/2024

  The Peloton reps continue to respond without acknowledging the thrust of the complaint which is that the purpose of the bike purchase is to service their online on-screen functionality.  Placing the excessive costs associated with a firmware upgrade that makes such bicycle purchase incompatible with such upgrades is not a customer issue and is an egregious practice to place such costs on the customers in order to access the basic functionalities of the product and its related services.  They also stress that this is an "out of warranty" issue and I've requested clarity as to where there is a clause at the time of the bicycle purchase indicating that this fact pattern falls within the definition of a warranty issue and they have failed to respond to that point.  Rather, they insist that they made customers aware of the issue well in advance which is wholly unrelated to the complaint (and, for clarity, again, they acknowledged that they sent such notices to the wrong email).  In any event, I reiterate my request for the screen replacement at no cost, otherwise, I will have to pursue this from a more formal legal perspective.

   

  ****** ***** ****

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About two months ago, the pedal and crank arm on my Peloton bike broke off mid-ride, causing my partner to get hurt. Thankfully, it was only bruising, but the experience left them with some lasting anxiety. I reported this issue about six weeks ago, yet since then, I've received nothing but automated emails and no serious response from your team.I've already sent photos and a detailed account of what happened. I've also informed your customer service reps that the bike was a gift, so I don't have a warranty. However, this issue shouldn't even fall under warrantyit's a result of poor materials and design. It's no surprise that your company has a C- rating with the BBB and that your stock is declining due to injuries caused by your products.You sold poorly made exercise equipment, and now you're refusing to do the right thing by sending replacement pedals and a crank arm. I also expect a refund for the last two months of membership that I haven't been able to use.I'm disappointed that I've had to escalate this to a BBB complaint, though I'm not shocked given the negative stories circulating about your company. It's disheartening to see that so many of your top instructors have left, and its clear that there's a bigger issue here. Please do better and treat your loyal customers with the respect they deserve. This behavior is unacceptable for a company of your size and reach.

  Business response

  08/08/2024

  Thank you for bringing this to our attention. Our Support Team has contacted the Member since receiving this complaint. We have since come to a satisfactory resolution with the Member and an order has been placed for a Service Technician to go out and replace the necessary parts. As a courtesy the Member has received a refund for the time they were unable to use the equipment.

• 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

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the screen on my Peloton plus has had issued after multiple software downloads and updates. I have spoken with tech support multiple times and been told that this is a problem they are aware of. They said they would fix this with an upcoming update. Currently, the bottom 1" is no longer working as a touch screen. I have called multiple times over the previous year and have been unable to get this resolved or replaced.

  Business response

  08/08/2024

  Thank you for bringing this to our attention. The member's issue with the Touchscreen was brought to our attention on 12/09/2023. The member should have provided pictures or videos to further assist with the problem. We were never provided with what was needed to further investigate and resolve the issue. The member has yet to contact Peloton since that day. We can help the member through our troubleshooting steps, and if that doesn't work, we will replace the member's Touchscreen under the member's warranty. Now that this issue has been resolved, we consider this matter closed.

• 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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a bike from peloton in November of 2023. I was told the return process would easy when I decided to end my membership. Peloton has failed to pick up my rental in a timely manner resulting in extra financial expense during my move. I talked to countless agents, was told my issue was escalated, and yet, no resolution as of yet. Peloton's transport company has rescheduled me twice and now will not answer our calls and hangs up on us if we do manage to get through to someone.

  Business response

  08/08/2024

  Thank you for bringing this to our arrention. We have been in communication with the Member sharing that a request to our delivery team has been escalated as only our external partners have the ability to advance service dates. Our partners have contacted the Member, providing an updated service date and has also updated the service address due to the Member's move. We will continue to monitor the service appointment until completion and 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

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sometime in June 2024 I contacted Peloton about my Bike+ not working correctly. They sent me a part for the Bike+ and I set my appointment so that I can have someone come out and fix it. The appointment was 2 weeks away. So the Saturday that the person was suppose come, they didn't. No call, no show, no email, no nothing. So I contact them again to let them know and they said they were going to put me as a priority to get my bike fixed. So 2 weeks later, again, no call, no show, no email, no nothing. So I set another appointment. I was sent an email saying that the tech will not be able to come out. I am still paying monthly for a service that I can't use with my bike. I contact them again today and let them know what was going on and how many times I have set my appointment and that person didn't help at all. I let the person know that I may have to escalate this higher to get some help. The person stated that go ahead and do it so we can find out what is going on. I have that transcript with the name and the conversation.

  Business response

  07/26/2024

  Hello ******,

  Thank you for bringing this to our attention. To clarify, when it comes to repairs, we strive to learn as much about the situation as possible to ensure that we're able to come to a resolution quickly and correctly the first time around. *********** times are dependent on the schedules of our third-party technician partners, and in larger cities or more populated areas, the schedules of our technicians may fill up quicker than usual, causing a delay in the scheduling process or cancellations. We understand that this can be inconvenient and not ideal. Since submitting this complaint, the member has been in contact with Member Support. The member currently has a service repair scheduled for 08/03/2024. We will continue to monitor this and ensure the repair is completed successfully. Now that this issue has been addressed, we consider this matter closed.

  Customer response

  07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have set up an appointment, however the response does not answer why I have set up appointments and I didn't receive a call or email about anyone not showing up.  It is not my fault that there is a 3rd party contract and they aren't doing their job.  I was told the second time that I would be a priority and then turn around there was a no call no show.  I haven't been able to use my bike due to these issues.  What guarantee do I have that this will not happen again?

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  08/12/2024

  We appreciate you sharing this information. We hate to hear this is the member's experience. After confirming the service was not successful on August 3rd, our team has provided an alternate resolution to ensure their Bike+ is up and running immediately. We have communicated with the member to advise her we are providing a replacement. We will be following the service to ensure everything is successful as well. We are looking forward to seeing her on our Leaderboard really soon

*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. ↩