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We are a global fitness company dedicated to inspiring and motivating healthy living through state-of-the-art technology and applications, immersive content, and cutting edge entertainment while always engaging our member-based community.
Echelon’s wide variety and high quality connective fitness equipment allow people to workout in their own space, in their own time and in their own way by delivering a community to inspire you, classes to challenge you, and instructors to motivate you. Experience connected home fitness unlike ever before with Echelon.
Reviews 158
Ashly S
Mar 17,2023The worst company to deal with ever! I asked them to cancel my subscription and not only did they charge me for it but they lied and said they would not charge me. Why would I want to spend 50$ a month on awful spin classes when I could get Peloton classes with BETTER INSTRUCTORS for way less! Garbage thieves and scammers!
Brittany Diane
Mar 14,2023Horrible experience with customer service and making returns to any degree. I am told that their supervisor was off and that i was not able to speak with anyone further. I was told 3x my order was cancelled, then days later, my order shipped
Jhong Banzales
Mar 09,2023Bad experience buying there products…. Customer service is out of the blue… they said replied in 48hours its been more that a month no reply…. Not going to trust this company anymore
Kyle Shimizu
Mar 03,2023I am extremely disappointed with the poor customer service that I have received from Echelon that I recently purchased an exercise bike from. I had bought a brand new exercise bike and immediately noticed that it was making a lot of noise. This was very frustrating, as I had expected to be able to use the product right away and without any issues. I reached out to customer service to report the problem and they asked me to run various tests to try and identify the issue. I followed their instructions and provided them with the information they needed. They then informed me that they would send me a replacement part to fix the problem. However, after a month had passed, I had still not received the replacement part that was promised to me. I had contacted customer service several times during this period to inquire about the status of the replacement part, but I was met with silence. I was extremely frustrated and disappointed with the lack of communication and follow-up from the company. To make matters worse, when I contacted customer service again to ask about returning the exercise bike, I was told that I could not return it. This was shocking to me, as I had not been able to use the product due to the noise issue and had not received the replacement part that was promised to me. I felt like I had been cheated out of my money and was now stuck with a product that I could not use. The poor customer service that I have received from Echelon is completely unacceptable. As a paying customer, I expect to receive a certain level of service, which includes prompt and effective communication, and the ability to return or exchange products that are faulty or defective. The company has failed to meet these expectations and has left me feeling incredibly frustrated and dissatisfied. In addition, the lack of follow-up from customer service is concerning. It is important for companies to keep their customers informed and updated about the status of their issues. The lack of communication has made me feel like my problem is not a priority for the company and that they do not value my business. Overall, my experience with Echelon has been incredibly disappointing. I feel like I have been cheated out of my money and have received poor customer service. I would like to see the company take responsibility for their actions and make things right by either sending me the replacement part or allowing me to return the exercise bike for a full refund. As a customer, I expect to be treated with respect and fairness, and I do not believe that this has been the case in this situation.
Venkatesh
Feb 24,2023it is nightmare to cancel the membership. think twice before you buy any subscription from Echelon Fiteness
Pamela Costa
Feb 16,2023I purchased a Echelon Rower and only had it three months and only had used it 3 times (due to lots of traveling) and once I settled down and started using the Resistance Controller stopped working - The only way to get any "customer service" is through email and then all they do is send you a cut and pasted troubleshooting chart which I had found the day before online. I tried all the required steps to fix the machine except replacing the controller (which was only 3 months old and only used 3 times) and which was not sent with the new machine as a back up. So, I emailed them again and asked for a phone call or for a replacement part as per the 1 year warranty and I have not had any response. I asked for a phone number to call to actually speak to someone and nothing was provided. STAY AWAY FROM THESE PRODUCTS!!!!!
Christine D.
Feb 15,2023I purchased an Echelon bike from Costco January 2022. It came with a free year of classes. I ended up returning the bike after a few weeks. I noticed a charge on my credit card for $34.99 on 2/2/23. The date the charge posted was 1/30/23. I never received any communication that there was an upcoming charge. When I contacted the company via chat I was told charge was made on 1/28 and I was past the 72 hour window to request a refund. It didn't post to my account until the 30th. Apparently a person needs to check the credit card billing dailey. I then called and talked to customer service. No resolution. I did request to have my membership canceled. Not a good way to run a business.
Matt Kendall
Feb 07,2023EX3 has broken, will not maintain a Bluetooth connection. Customer services advised that I replace three parts (consumer fitted). Cost of parts £75. This was done, however the issue has not been resolved. I am now being told that I am not eligible for a refund because the parts (which echelon told me to purchase) have been fitted. How am I to know that they wouldn’t work unless they are fitted?! Next steps is that I am advised I must pay for an engineer to visit to work out what is wrong, this will cost me £99, following which I will have to pay for the repair and any parts required. All of this time, I have a membership which cannot be used. Furthermore, Echelon also charged my expired debit card two years in a row for my membership fees, amounting to £700. The area of the website where you cancel membership doesn’t work and never has done when using the link provided in the renewal email. Currently waiting for trading standards to assess the above.
Katie Lasita
Feb 06,2023This company is deplorable. I ordered a rowing machine and decided to return it 6 days later. The website clearly states they have a 30 day return policy. I have gotten the same reply at least 10 times, saying my concern has been escalated to someone who can help. If i reply to that message, I get a message saying "echelon is still waiting on my feedback" yet they ask for no feedback. They created this circle of emails to avoid having to actually return the item. I'm sure after my 30 days is up I will get a human response saying they can no longer accept my return because the return window has closed. This company is beyond frustrating and I hope they go out of business. I would tell anyone I know never to buy anything from Echeclon!!
Stuart Reed
Feb 03,2023Stay away from this company, will treat you like a child, not answer really simple questions, then tell you after a complaint "we will no longer correspond on this matter any further". The worst customer service and experience ever. I would advise doing a lot of research and look at other brands who are more willing to have a sensible and professional discussion. Terms exist for a reason but sometimes you have to bend the rules to keep clients coming back and happy! They definitely need customer service training
Katrina Lennon
Feb 02,2023I would rate a 0 if I could. While the instructors are amazing and create a sense of community and positivity, customer service is anything but. Echelon better get their act together on that end or guess what - competitors here we come. My issues: Charged $399.99 for annual renewal without any heads up or opportunity to cancel. (To be clear, I wanted to renew, would just like to know when to expect it.) When I reached out to question that, they canceled my membership. I wrote back in a panic being like no! Not what I asked for and they reactivated. Then recently — get home from vacation and app isn’t working. Try to post to the community group on Facebook to see if others are having issues. Post denied and they say to DM them. Well you can’t on the community page. So I find the main echelon page and DM there. They demand proof of purchase. (Yet I’m sorry…you clearly have a database that is eager to charge me annually without my awareness.) They insist they can’t look me up. As a loyal customer of 3 years, I shouldn’t have to prove my loyalty. They were rude and the messages were full of grammatical errors. It was sketchy and I didn’t feel comfortable sharing a credit card statement. I’m still trying to figure out what to do. It’s been a week without the app and I know I won’t be reimbursed anything for my troubles. (Also…I later found out it’s a widespread issue with the app where tons of people got kicked out. They could have shared that information but instead, jumped right into proof of purchase.) I am severely regretting my decision to go with echelon over peloton right now. Customer service is so important.
Martin Bohan
Feb 02,2023Had a limited membership with a limit of 19 live cycle classes a month through 2022. Charged $149 for renewal on Jan 18. App didn't work and after 3 customer service calls the app works but no live classes. After numerous calls they contest that I had any live classes in 2022. Offered 19.99 a month for 6 months now. Instead of having to combat them in 6 months I'll use the just ride option and my daughters peloton app on my pad. I like the bike and the classes but it appears echelons customer service and responses are an achilles heel.
Chris
Feb 01,2023I cancelled my subscription 12/2022 and was charged for 12/2022 35$ and 01/2023 $35. Sum of 70$. I continually call the help line. They tell me no supervisor is available and will look into it. A month has past with no refund. I provided bank statements showing the charges but they tell me they do not see the charges in their system. It forced me to cancel my bank card and get a new one. Obviously someone is committing fraud on their end and they are clueless. Stay away from this company at all cost. Go with the other fitness brands with way better costumer service. Echelon fit is a joke. I also filled a complaint with the better business bureau to help with the refund. FYI the rep Jose Monterroza seems to be the one who always answers when I call the help line 432-482-8830 who is rude and careless. You have been warned. ***update 02/11/23 as soon as the complaint was filed with Better Business Bureau I received the full refund instantly. Its sad to know a company like echelon fit treats people like this until a third party is involved.
Sxgytt
Jan 30,2023I have a Spinco/Echelon Podium bike with screen problems, manufactured by Echelon. I cannot get any customer service from either company. My bike has Echelon stickers with echelon model and serial numbers all over it but they have told me to contact Spinco. Spinco does not respond to any emails. It has been weeks. The bike cost me $2,800 delivered and they DO NOT provide any support!! This should be illegal!!!
Ale
Jan 27,2023I got the Bike connect EX-4s+ in November 2022. Today us January 2023 and after the last update the bike stop connecting the the wifi. I called, E-mail, Live Chat with customer support and they would not answer any way of communication. I would not recommend this company because if you have a malfunction in the equipment you won’t get any answer from them. You are better of getting a peloton or other product/subscription
Susan E
Jan 26,2023Piece of junk. I bought the Beat watch/monitor. After 1/2 a day and 3 calls to tech support we still can't get an account started. Don't waste your money. Also, before I was able to talk with someone I was hung up on twice before I could even say hello.
Michael
Jan 25,2023I bought a Stride treadmill on 1/12/23. It has yet to be shipped. I was given a bad tracking number. I've called several times . I was told I would get a call back in 24-48 hours. Never happened. I called back and was told I'd get a call back within 5 days. Never happened. I feel like I keep getting blown off. I asked to speak to a supervisor and was told no one was available. I don't know what else to do. I was so excited to get the treadmill and it looks like a good product. Think I gonna have to call and just cancel it and go with another one.
Les Spencer
Jan 19,2023What can one do to get Echelon support to respond? Numerous emails and calls to CS re Bluetooth dropping and a noise coming from the bike while pedaling - but no response! Even provided detailed troubleshooting info with pics and video. Pathetic. Should have gone with Peloton!
Barbi H
Jan 17,2023They have quite a racket going on there at Echelon. I am happy with my Echelon Stride-S HOWEVER, I am not happy with the fact that the console is so lousy and the only way you can log your workouts automatically is if you have a subscription to their service. All I want to do is get on my treadmill every day and exercise, listen to my music, and walk, and when I am done, I want the workout time and calories burned, etc., to automatically be recorded. Well, too bad, according to Echelon, you have to have a subscription to their service to do that. I mean, seriously? I may as well join a gym for the fee they are charging for me to turn on the workouts to not actually watch the workouts, which aren't accurate in counting the calories anyway. Umm no. I want to use the console and set up my own workout, do the workout and record it to my apps. Why is that so hard?? I will most likely be selling it and purchasing one I can do that with, and I definitely won't recommend them to anyone. And, btw, everyone is correct, their customer service sucks.
Century Oaks Drive 6011, 37416, Chattanooga, US
http://echelonfit.com
Phil Godin
Mar 30,2023Worst customer service ever. DO NOT BUY THEIR PRODUCTS. Product broke, waited weeks for a replacement part, only to receive the wrong part. Now waiting for 1 month for the new part, which hasn't even been shipped yet. They say there's a shipping delay, and can't even provide me with info on when it'll be shipped. STAY AWAY FROM THIS HORRIBLE COMPANY!!! YOU HAVE BEEN WARNED!!!