40 Customer Reviews
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Review from heather m
1 star07/04/2024
I love the classes, I love the bike. It worked great until the first software update. It has never worked properly again (the software), can't log in. freezes, cuts out of the class 2 minutes in to the class, can't turn the bike on. etc etc. It works intermittantly. So many times my class is cut short or I run out of time, because I spend an hour trying to get the bike working. Hundreds of calls and emails to customer service. They just give you a standard answer or say they are escalating you to a technician and then they ghost you. So disappointing and frustrating. This has been going on for 9 months now.Review from yancey c
1 star06/19/2024
Wow! For the past several months my bike would crash partially through a live workout. This is very frustrating because it is hard enough for me to get the motivation to ride and even more frustrating when I am doing something good for my body and everything shuts down. This simply becomes a huge waste of time and effort. I have been back and forth with Yavor in tech support over a dozen times over the past 7 months to no avail. I am told every single time to be patient and they are working on a solution. Last year I paid for a 3 year renewal that is worth nothing currently. Patience, patience, patience I am told time and time again. My bike is currently a very heavy piece of garbage. I turned it on today (after forgetting about it for the last month since it don't operate correctly) and it won't even load to a screen. I emailed them again today and will probably receive the "please be patient" response. If you are going to purchase an Echelon product please realize that they will not stand by their equipment. I guess it would be a great gag gift to send to someone. Once they start to get in the groove of working out the bike will magically stop working. The first bike I had broke before a year (Their was a cord hanging out of the flywheel). This one is failing in a completely different fashion. Please heed all these reviews if you are even contemplating a fitness bike. I know ******* is more expensive, but maybe you get what you pay for.
Echelon Fitness Multimedia, LLC Response
06/20/2024
I'm sorry you are having such a bad experience. Please contact me directly at ************************. I am the director of customer service and will be happy to get you taken care of. This is not how Echelon treats it's customers and I will be sure to get you back up and riding in no time.Review from Mitzi H
1 star05/01/2024
Unethical company. Sent documents when memory board failed- error code. Sent proof of purchase via email. Promised free memory board and tracking info. Never came they were running the clockndown on warranty although sent proof way before. I only used 6 months until this happened. They gave “rote” speech each call i made. No results. I ordered through Walmart.com. They tried to help and saw notation yesterday warranty expired!! I will never buy Echelon brand again and will spread the word!Review from Kerrie G
1 star04/15/2024
Purchased a rower and treadmill. The treadmill came broken and the first response was that they could send me a new power cord to see if that was the problem. I found a different power cord to avoid a 3-7 day wait. That was not the issue. They then said they would send a new console. The 3-7 days turned into over 10 days. Each time I called they would say the order was being processed. Finally, after 10 days the agent told me that the part was on back order and they had no idea how long it would take for the part to come in. Yet, I should sit and wait with a broken treadmill while I was paying for their subscription service. There was never any attempt to make a solution. Wouldn't you offer to replace the treadmill in its entirety if the faulty part was 1/2 the unit? Now, I sit and wait for some company to come remove the useless treadmill. In the meantime, they have charged the next payment. Moreover, I returned the rower because the goal was to have two items on the same service. The rower never properly connected to the internet anyways, requiring manual connection each time it was used. Customer service is horrible with everyone saying sorry, but not actually doing anything (no finding a solution, no expedited shipment of faulty parts, etc). I have wasted hours waiting for deliveries that didn't happen as scheduled and on chats with customer service. I have currently been on the chat trying to cancel my 'subscription' which was charged for the second month today and have been waiting to be transferred to membership cancellation for 20 minutes. The first time I clicked on cancel subscription, i just waited for an agent for over 10 minutes. Then, I clicked other and once I said I wanted to cancel, the person said they would transfer and has not responded since. This is the worst customer service I have ever experienced....from start to finish. Lies, promises of 'escalating' and prioritizing a solution, only to do nothing. You should be embarrassed.Review from Christine L
1 star04/15/2024
I have spent the last two months trying to get a replacement console from you. I purchased the EZ Step Bike from QVC on Feb 17, 2024. This is under warranty and fully expected that I would receive the replacement by now,April 15, 2024. I have notified QVC about the problem and advised them that they might want to think twice before selling anymore of these. I would not recommend Echelon products to anyone after this disappointing experience with your company.Echelon Fitness Multimedia, LLC Response
04/18/2024
I'm sorry to hear about your issue. We are currently waiting for our inventory of consoles to be delivered. As soon as they arrive we will be sending out a replacement to you. I was informed that the inventory is expected by the end of next week hopefully sooner. Again, I apologize for the inconvenience this has caused you as this is not our normal way of conducting business. We feel every customer should be treated with the utmost care.Review from Michael C
1 star03/26/2024
When purchased through Costco, you are given a free one year subscription. Then you are expected to remember, even if you hated the thing so much that you gave it away months ago. They bank on the fact that many people will forget. Because they know that a huge percentage of their customers will forget, they get incredibly expensive fees without providing any type of service. Because they are absolutely unwilling to refund a single penny, you know they are simply scamming people. They charge more than some gyms and like them, they hope you just pay without using them.Echelon Fitness Multimedia, LLC Response
03/28/2024
Mr. C****, I'm sorry youy feel the way that you do however when you sign and activate your free membership there are three different places that you are notified that at the end of your free trial, you will then be charged for membership automatically. We allow everyone to cancel their membership without being charged and to go even further, if you call within the specified times we refund your charge if you forget to cancel. I'm not sure how long you waited to cancel, but if you were within the 48-hour time frame we allow (as it states on the website) I will be happy to look into this further and refund you if you qualify. upReview from ERIC M
1 star03/26/2024
Received a bike that will not update which prevents the product from working as advertised. It has been well over a month. I have spent hours on the phone or messaging and there is clearly no urgency from this company. I have also requested a return/refund several times and keep getting strung along. This is the absolute worst company that I have dealt with. I regret this purchase more than anything else that I have spent money on in my life. I was so excited to get this bike and it has been nothing but stress and disappointment.Echelon Fitness Multimedia, LLC Response
03/28/2024
Eric, I'm sorry for the inconvenience regarding the update. This has now been taken care of and if you would give us a call, we would be happy to walk you through the update process. You may also go to the website and in our FAQ section, there are detailed instructions on how to update your tablet so that everything works correctly. We are constantly updating and improving the member experience and this was a factory problem with firmware that took us a little time to get straightened out but everything should work great for you now. Again, I apologize for the delay, however the situation is now corrected.Review from Devan G
1 star10/11/2023
Dealing with this company for the better part of a year and a half has been an absolutely horrible experience, to say the least. I bought and received a very glitchy Stride S treadmill in April 2022 and was corresponding with Echelon while my warranty period was still active over issues (which occurred during the warranty period) that ultimately led to them opting for a replacement unit to be sent. In total, I was corresponding with them for the better part of a year to repair/replace or refund this treadmill. At this point, the warranty period is beyond month 12, but naturally, Echelon’s EXTREMELY long correspondence turnaround and failed repair efforts have ran out the clock on the warranty period. They informed me in July 2023 that the Stride S is backordered and I should expect my replacement to be shipped in early September. Fast-forward to October and still no treadmill, so I reached out again and was informed by support that the treadmill was lost in transit. I spent about a week corresponding with them asking for a refund, which felt like a natural recourse, given that the attempts to repair the first treadmill failed and the second was lost in transit. Customer support adamantly refused a refund because I was outside of the “30-day return window,” which shouldn’t apply because my purchase is covered under warranty; the warranty was outstanding because it was yet to be satisfied. A refund is specifically listed as the second course-of-action in Echelon’s warranty policy. They then switched their rationale and said I’m outside of the 12-month warranty window, which is also not applicable because my warranty was still outstanding for issues I raised to their attention before month 12 of the warranty period. I eventually caved and accepted the replacement unit, but just know, if you ever have to work with this company’s customer service, they’ll cite unrelated and apparently extremely flexible policy to guide their decision-making.Echelon Fitness Multimedia, LLC Response
10/13/2023
I'm so sorry you had such a horrible experience. It is our goal at Echelon to make every customer experience the best possible. I apologize for the delay in getting you taken care of as this is not our normal way of doing business. Unfortunately, when using a third party to handle your deliveries of the heavier equipment, there are times that they don't operate to the same standards required by Echelon. We would love the opportunity to make this right by you and have you once again part of the Echelon community. Please reach out to us if there is anything we can do to change the way you currently feel about Echelon.Review from Rick M
1 star08/22/2023
I ordered a treadmill and it arrived more than a week after the date Echelon promised would arrive. And it arrived only after multiple phone calls with no resolution. Echelon told me to call the shipping company and, when I did, the shipping company lied to me about what happened and, when they were proven to have lied, refused to answer my questions. When I told Echelon this, they stated they would try and figure out the problem but gave me the run-around. When I told them how unhappy I was, Echelon essentially stated I should be happy because I got a discount. However the discount was a discount provided to anyone and not a discount specifically dedicated for my troubles. So, Echelon was trying to make me feel as if they were doing me a favor when that wasn’t the caseEchelon Fitness Multimedia, LLC Response
10/13/2023
Mr. ****, I am so sorry for you getting the runaround when trying to get the status of your treadmill delivery. Unfortunately, when we have to use a third party for deliveries of the heavier equipment they do not always follow the Echelon standard practice of Always making the customer experience the best possible. We have met with our third party logistics company and expressed our displeasure with the way they have handled some of our orders and they have assured us they will work to improve. We have also talked with all of our agents explaining the importance of giving accurate information even if it not always the best news for the customer. We explained that being upfront will gain them much more respect. This is monitored on a daily basis and any agent found not following this policy is handled accordingly. Thank yo for your review a we definitely listen and use them for coaching opportunities.Review from Richard S
1 star08/10/2023
I have an Echelon Stride Treadmill that has been nothing but problems. The 1st year I owned it, it stopped working after 10 days. Customer services answer was to send me a new power cord. Dah, the power was never the issue. The E. Stride was replaced by Amazon not Echelon, they just dragged their feet and couldn’t make a decision. So this is my second or replacement Treadmill. I purchased the extended warranty so they couldn’t worm out of their obligation to fix or replace this treadmill. So for the past month I have been in contact with Echelon because this **** thing stopped working. It lights up but the buttons don’t work and the belt does nothing. After two weeks of being ignored by the Technical Dept. I finally found a women, a supervisor willing to help me. They have sent me various parts to replace but it still doesn’t work. The warranty says THEY WILL FIX OR REPLACE. It doesn’t say I will fix. This company is horrible and their custom services are a joke. Their products are over priced and appear to be JUNK. Their warranty cost $150.00, and it’s not worth the paper it’s printed on. I have been ripped off of $1300.00. I can’t put a price on the aggravation they have caused. Don’t buy this junk!!!Echelon Fitness Multimedia, LLC Response
12/11/2023
Mr. ***********, First, let me apologize for the bad experience you have had with Echelon. I am the Director of Customer Service and I would like the opportunity to make this right. Please email me directly at ************************ and let me see what I can do to make your Echelon experience much better. This is not the way Echelonj does business and I can assure you that this will get taken care of.
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