ComplaintsforPeloton

• 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.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a new Peleton+ bike for my Florida address. It has been nonfunctional for 6 months. Multiple technicians replacing cables, screen and software issues. Two months ago the brake became nonfunctional. They shipped parts for repairs and technicians came. Unfortunately the wrong partstechnician left with no follow up. Contact support who recommended the usual process to reset software and screen went dead. Another 4 weeks of unacceptable emails. Today the customer service representatives stated its out of warranty now and to provide a credit card. This defective bike must be replaced immediately, compensation for unused months, and original unit can be sent for repairs.

  Business response

  06/28/2024

  Thank you for bringing this to our attention. We sincerely apologize for the such negative experience that the member has endured thus far. We are initiating communication with the member to determine a resolution for this issue as quickly as possible. We appreciate the time and effort that the member dedicated towards submitting their feedback.
  

  Customer response

  07/02/2024

  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. The Peleton customer service representative reviewed the entire file of our communications and responded quickly. Currently we are awaiting a replacement unit to arrive. Her level of professional response is appreciated and is why ******* remains the leader in home cycling. 
  
  Sincerely,
  
  ****************
  
  
  
   
  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Peloton tread delivered August 23, 2022. It has been well maintained, has never been moved from its current location where the delivery people left it. I have used it at weekly. On June 24, 2024, I went to use it and it would not power on. I tried all the trouble shooting online then called customer support. Was told it needed a new smart card and had to pay another $325 to get a tech out. Now they are saying there are no technicians available in my area, ******** a major city in *******. So now I'm stuck with a $4000 brick in my home gym.

  Business response

  06/26/2024

  We apologise for the Member's recent experience. When it comes to repairs, we strive to learn as much about the situation as possible to ensure that we're able to solve it 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. We want this process to go as smoothly as possible - so we will have a member of the appropriate Team reach out to the Member to work directly on a resolution and get an appointment scheduled promptly. 

  Customer response

  06/28/2024

  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]

   THis is not an acceptable reponse.  It doesn't change the fact that I have a $3500 treadmill that is less than 18 months old and has only 215 hours use on it.   It has never been  moved and has been well taken care of, that I can't use.  It is unreasonable to pay additional $273 (which I have paid)  to have tech look at it.  The only appropriate response is a refund or a replacement.

   

   

   

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

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

  Customer response

  08/21/2024

  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]

   Hi I replied to an email from peloton asking about the back of the screen and stating there should be a bracket there.  There is no bracket there, I have not receive a response to my email back and have received a plan rectify the situation. Still having an issue and now it has been closer to 3 months without a resolution.  After 2 technicians dispatched, 1 showing up and no response to my last email sent 

   

   

   

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

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

  Business response

  08/29/2024

  Thank you for bringing this matter to our attention. We have made several attempts to connect with the member to reach a resolution. However, due to the Member's recent vacation, consistent communication has been challenging and prohibited us from resolving. We have provided the Member with the necessary information, placed an order for the necessary parts and have sent the Member a scheduling link to arrange repair at their convenience. At this time we consider this matter closed.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a problem with the bike plus, called tech support to ask what to do. They told me I needed to order two sets of cables and it would take 5-7 days to receive and I would need a tech to install. The following day received an email stating part was going to be delivered today. I called in and asked them to change the tech arrival date, they told me the last customer tech advisor ordered the wrong part. Unacceptable since this is the second time this has happen. Real inconvenient to me and my wife! While still on the phone I asked what the lady would do to assist, she didnt know how to answer. Soul cycle looks better with more honest support reps!

  Business response

  06/25/2024

  We appreciate you sending this information over to us! We were able to contact the member and provide an immediate resolution. We are looking forward to seeing ******* 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. ↩