Complaints

This profile includes complaints for Echelon Fitness Multimedia, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Echelon Fitness Multimedia, LLC

  605 Chestnut Street Suite 700 Chattanooga, TN 37450

• 

  Echelon Fitness Multimedia, LLC

  1400 Market St STE 122 Chattanooga, TN 37402-4429

• 

  Echelon Fitness Multimedia, LLC

  6011 Century Oaks Drive Chatanooga, TN 37416

• 

  Echelon Fitness Multimedia, LLC

  605 Chestnut St Chattanooga, TN 37450-0003

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have emails going back as far as December 7th, 2024 with Echelon Fitness support regarding my treadmill that is under warranty. They did send me a "Lower Control Board" and that was installed, but then triggered another error code. I have emailed many times and keep getting "we are very busy," "your issue is very important and has been escalated to our" geniuses, and have been given a coupon and had my monthly fee waived. I think they have had more than enough time to fix the problem or retrieve this machine (I even offered to buy a new one if they would come get the broken one). I have a back issue, and walking is the best exercise for me at the moment. I HAVE a treadmill to get me through the winter. This year, it took up valuable space in my small house.

  Business Response

  Date: 04/03/2025

  We have emailed and called customer and left voice mail stating we woul dlike to upgrade her treadmill at no additional cost to her and pick up the old one. We are still waiting to hear back from her.

   

  Thank you

  Customer Answer

  Date: 04/06/2025

   
  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.

  How will this proceed?  Again, my apologies.  Family health care emergencies have had my attention.

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

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a bike in July 2024. In October 2024 the speed sensor broke. It took months for them to send over a new speed sensor. No instructions were given on how to replace it. I went back and forth with them again for weeks in order to get instructions. We replaced the speed sensor only to find out that it also doesn’t work. Emails to echelon have gone unanswered. Our 1 year warranty ends in July and it’s quite obvious they want it to lapse to not fulfill their obligation.

  Business Response

  Date: 03/21/2025

  Replacement bike ordered and the customer is very happy.  Please close this complaint as resolved.

   

  Thank you

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an echelon GT connect bike from ****** on July 7, 2024. Over the last several weeks the bike has been making noise whenever I try to clip into the SPD cleats and pedal while clipped in. While this clicking noise happen, I could feel my cleats are slipping within the pedals and I can feel that the spring is giving away. This only happens on the right pedal and does not happen if I just use the toe cage. So this confirms that the issue is with the SPD pedals. I reached out to the customer support and sent them videos of this clicking sound, receipts etc. None of the troubleshooting tips helped with this issue. And after 2 weeks of back and forth they're telling me that even though the bike is under warranty, they cannot do anything except giving me a 15% discount on the pedals. I would like echelon to replace the pedals for free since the bike is still under warranty. So far customer service has not been helpful at all and I would like a resolution for my problems.

  Business Response

  Date: 03/19/2025

  We have placed an order for new pedals . She unfortunately spoke with a new agent that was not aware of our warranty policy. This should have never happened. Customer is now satisfied as we are sending her replacements.  Please close this complaint.

   

  Thank you,

   

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

  Customer Answer

  Date: 03/19/2025

   
  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

  Date:03/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a treadmill from ******* ****** in December 2024. One week into its use, the machine started to shut off violently, almost throwing me from it. I contacted customer service in early January and was told they would be replacing my machine due to the risk of injury. It took almost 3 weeks for me to get an email that a part had shipped, not the entire machine. I called back and was told that their tier 2 support says only 1 item needed to be fixed and the issue would be replaced. Replacing the item did not correct the issue so I placed a return call the same day. I was told the issue would be escalated for replacement and I would get a return call. As we are now almost 90 days into this venture, I have called back on 2/24, 2/27, 3/3 and 3/10 with no one returning my call. The call center tells me that my issue has been escalated and there is no way to transfer my call to a manager. This is unacceptable. I do not feel safe on this machine and I want my money refunded.

  Business Response

  Date: 03/12/2025

  We have attempted to contact this customer and left a voicemail saying we would replace the unit or he can take it to the place of purchase for a refund. We did not sell it to the customer therefore we can not refund him. He has not returned our call as of today. Please close this file and we will continue to try and contact him.

   

  Thank you

  Customer Answer

  Date: 03/13/2025

  
  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

  Date:03/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 26 I purchased an echelon step workout machine which had an option to get free workout videos for a trial period of 90 days, as soon as I ordered it, I knew it wasn’t what I was looking for since I already have a lifetime membership with yoga-go for free. I opted to cancel and thought it was all taken care of, when I seen a charge notification from ***** *** in the amount of $99.90 and immediately downloaded app, went in to find out the reason I got charged and how to make sure I wasn’t charged again. The app had no way to cancel. It only gave a phone number to call which was ***** ******** which I called and talked to for 14 minutes. I request my debit card be removed as well as my profile. I will attach all the screenshots I took form the day I contacted them on February 26, 2025 to cancel. Unfortunately I didn’t take screenshots of the time I canceled in November 2024. I did not even use the trial period since I thought it was canceled

  Business Response

  Date: 03/10/2025

  We have refunded the customer and removed their payment information. Please close this complaint as resolved and answered.

   

  Thank you ***** ********

  Customer Answer

  Date: 03/11/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I did not receive the refund in my bank account. The debit card was deactivated to prevent Echelon from using my card, therefore the card can no longer be credited with my refund.
  They will need to send a refund check to ******* ********* **** ***** **** ****** ***** **** ** ***** 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/11/2025

  For security reasons we do not refund via check. Even if the customer deactivates the original card as long as they are with the same bank, the refund will automatically go to the new card when received on the original card.  We do this to prevent anyone form requesting a refund where they are not the actual person . Please close this complaint as it takes 5-7 business days depending on their bank for the refund to post to their account. I would suggest the customer contacting their financial institution to inquire where their refund is.

   

  thank you

  Customer Answer

  Date: 03/11/2025

  
  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 received my refund 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Echelon Sport Stair climber on 12/11/24 for 399.99 The unit stopped functioning correctly on 1/23/25. I made 1st customer service call on 1/24/25. They requested me to reply to email with necessary information. I replied with information on 1/24/25. I contacted customer service on 1/29/25 to ensure they had all required information and was told it would take 7-10 business days to receive a response. On 2/17/25 i contacted customer service as they had not contacted me. I was told that i would receive new equipment but they could not tell me when. I asked to escalate and speak to a supervisor. I was placed on hold and told no agents were available, but i would receive a call back from the agent and a supervisor. On 3/2/25 i contacted customer service and asked to speak with a supervisor. I was told the customer agent would review item and call back in a day. This was a tactic to get a "difficult" customer off of the phone. They did not call back. On 3/5/25 i contacted customer service. I asked for a supervisor and they immediately said there are none on shift. I asked when the shifts were so i could call back. The time i was provided fell in the time that we were on the phone, so i asked to be transferred. I was put on a hold and told there are no senior agents available and that i would receive a call back. I asked what the status of my ticket was. I was told it needed to be reviewed by technical team and had not been reviewed yet. I informed them that a previous agent told me i was eligible for a replacement. Once i did this, new information and updates were available about my case, it was already under review by the technical team and they would be approving a new unit soon ("a few business days"). I have not been told to quit using my unit. I am concerned about bodily harm. I would like confirmation that I'm receiving a replacement, an extended warranty on that replacement, and a guaranteed delivery date of the replacement.

  Business Response

  Date: 03/06/2025

  Replacement has been ordered and customer was notified. Please close this complaint as answered.

  Customer Answer

  Date: 03/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  We are close to closing this - however they have made no comment on new warranty period for the replacement.
  

  My initial purchase was made on 12/11/24 - which means my warranty expires on 12/11/2025. It took echelon 6 weeks to offer replacement and provide shipping information. 6 weeks for resolution is 11.5% of my warranty period time which I consider to be substantial. The replacement unit must have its own 1 year warranty and I would like this in writing so that it will be honored. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/12/2025

  We haave taolked with the cusotmer and assured her e would have her full one year warranty. Please close this complaint

  Customer Answer

  Date: 03/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The last direct contact I had with echelon was on 3/3/2025 and it was me who contacted them. They have not made contact with me to communicate the warranty period has reset. I would like this information in writing for reference.

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

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After not doing any business, not using the app, not attending any classes virtual or otherwise, with Echelon for over 3 years, Echelon placed an unauthorized charge of $34.99 on my credit card. The charge was dated 2/3/25. I discovered the charge when I received my credit card statement for the period ending 2/19/25. i promptly contacted Echelon to request a refund. After emailing back & forth with Echelon Support agent ****** *** he acknowledged I had not used the app for a class for over 3 years & that I did not authorize the charge, but said because Echelon has a 48 hour refund policy & it had been more than 48 hours since 2/3/25, Echelon would not refund the unauthorized charge.

  Business Response

  Date: 03/12/2025

  This was refunded on the 26th of February Please close this complaint as answered and resolved.

   

  thank you

  Customer Answer

  Date: 03/13/2025

   
  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.  Sad that to get this resolved required that I first have repeated exchanges with Customer Service via email, each time being rejected, with the refund coming only after I threatened to sue them with a formal demand letter.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two years ago, I purchased a yearly subscription for $400 but canceled it shortly after. When the renewal date arrived, I received an email stating that I had been billed. I requested a cancellation and refund, explaining that I had already sold the machine. This year, I received another email informing me that I had been billed again, despite my previous cancellation. I once again requested a cancellation and refund, referencing the prior emails confirming my cancellation. The customer support still tried to push a different subscription onto me even though I haven’t used the machine in almost two years.

  Business Response

  Date: 02/19/2025

  This customer has been refunded and there is nothing else for Echelon to do to resolve this case. Please close this complaint

• Initial Complaint

  Date:02/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My treadmill is barely two years old. I don't use it much. Very suddenly in December 2024 it stopped turning on. I've tried many times without much success to reach out to customer support. I finally got through to their team in an online chat, they escalated my concern then I didn't hear back. This went back and forth then they started sending me replacement parts to attempt to install myself with no instruction They won't send anyone out to find out why my treadmill doesn't work or to install these parts properly. An expensive treadmill should not suddenly stop working after only 2 years and they don't stand by their product. I am looking for someone to come out to repair it or a replacement.

  Customer Answer

  Date: 02/18/2025

  I have a 5 year warranty on the motor. There is not a warranty on the treadmill itself however a treadmill should not suddenly stop turning on after only 2 years. I do not know what the problem is as customer service is unresponsive and will not find out the problem for me. 

  Business Response

  Date: 02/25/2025

  A replacement order has been placed for this customer and he is happy with our resolution. Please close this complaint as answered.

   

  Thank you,

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

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father purchased for my birthday a 40" Echelon Reflect Sport mirror for my birthday. On January 19th I called Echelon as I was having issues with it connecting to wifi. They have a year warranty but only 30 days to refund the item. I have several back and forth emails and calls from them where I feel they were delaying an exchange of my clearly defect item for I would be out of the return window. Every time they say they are escalating the complaint, and now it's been almost a month (over a month since purchasing). We purchased on ****** but were assured that we still fell under their warranty and they would find a solution. I've talked to several people, called several times. Upon researching I've found this is a common issue. I have sent several videos of me following all their troubleshooting steps and nothings has worked. All I would like is an exchange for a model that works. I have so many requests from them now that lead to nothing, but my original request number was *******. I would like an actual resolution and not just more promises to escalate or that I would hear from them.

  Business Response

  Date: 02/18/2025

  We have reached out to customer and are sending a replacement unit. Customer is happy so please close this complaint.

  
  Thank you

  Customer Answer

  Date: 02/19/2025

  
  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,
  ******** ******