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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
Latoya Faulks
Jul 05,2022They stole 200.00 from me and I can't get a phone call back. They email me and told me to call my bank about refund because they refunded me 3 months. I did and my bank doesn't know or see a refund. It's going on 2 months. I only used this service one time on my free trail. They have been charging me 39.99 since February of this year.
Kaiser Söze
Jul 04,20221. Bought bike and membership during start of COVID. Was advised item would arrive late and I wasn't concerned about delivery. Item arrived 2-3 months later but agent had started membership when I paid for bike. Called customer service to notify them of their error. 2. Agent gave me two free months on a separate account running concurrently. When I told agent that having two accounts at the same time was worthless, agent told me that was all he could do with system. 3. Asked to talk to supervisor. Was told I would get call back. A few days later I get call back and supervisor tells me system will not allow him to add months or restart membership but will escalate to different department to resolve issue. 4. They add months to membership but do not change the renewal date. I cancel membership so it doesn't renew before actual expiration which is a year away because of the additional months. Membership details states I have a year left. 5. I get charged $600 on incorrect renewal date even though I had cancelled to avoid that charge. I call customer service to notify them of their error. Agent cancels my membership completely... I lose my year of membership added and still haven't received my refund. 6. I also had to have the bike replaced due to faulty wheel and they sent me used bike with visible corrosion. 7. I'm waiting on the supervisor to call me to resolve this issue, but I've already decided I do not wany my remaining year returned to me. I just want my refund and am using other cycling programs. I am currently testing Les Mills and it works fine without the headache of Echelon's membership system.
G M
Jun 16,2022W've been with echelon for 2 years and just renewed for another 2 years. We have the bike and rower. We use the fitpass the most. The bike is pretty good. I use it 2-3 times a week on a variety of rides. I've used the other competitor at hotels, and I still like echelon the best.
Stan Karpenko
May 26,2022After 6 months of riding the E3 bike my pedal broke off. Hurt my knee, now limping. Hppe this is just a temporary :(
Bonnie
Apr 19,2022If I could give this company and their customer service a negative number I would, my original order was placed in July of 21, my first item was not delivered there was an error with the delivery company finally got my item and the first time I used it it stopped working. I have been going back and forth with them since then on Facebook messenger and email, finally March 9th I get an email that says my return has been approved, DO NOT SEND ANYTHING BACK and my refund will process. Well still no refund, I have contacted them numerous times again I spoke to a "supervisor" who assured me he would rectify this still nothing that was almost 3 weeks ago, now I get an email saying they need me to ship the defective item back!! I should be reimbursed my total amount since even the fit pass has not been used, the IPAD that was given free they can keep I already ad one.
MelToledo
Mar 30,2022I ordered over $5000 worth of equipment over 2 months ago and I still do not have any equipment nor a refund. My items were sent to a white glove delivery company twice and were extremely damaged both times. I have requested a full refund numerous times, but customer service just gives me the run around and I can never get an answer as to what is going on. This has been a horrible experience. I am going to have to open a fraud case with my credit card company tomorrow. I have never dealt with such horrible customer service before. I wish I would have checked reviews for the website before ordering. What a joke this company is.
Véronique Désilets
Mar 12,2022Ive ordered a bike two weeks ago. I changed my mind the next day because it was cheaper on Amazon and they would deliver the bike much quickly. I messaged them on Facebook to cancel my order - they told me it was cancelled. I messaged them again the next morning because I was doubting the cancellation - the new person told me it hasnt been cancelled but they would send a request for it to be cancel. The third morning, I decided to chat on the website instead of Facebook to get a clear confirmation it was cancelled - the agent told me no requests had been sent, but that they would do it and email me when it was cancelled. You see the pattern forming. Every day for 10 days I chatted with someone on the website to get an update on the cancellation- they always told me it has been escalated to the right department and that it should be cancelled momentarily UPS then sent me a tracking number saying my package was coming Right away, I sent a Facebook message cause I was a pissed consumer and They blocked me !! (You cant invent that) I then went on the website- the guy was very nice but Im still not 100% sure my order wont arrive on my porch any time soon. And in 2022 I can not even believe cancelling an order is that much of a pain User's recommendation: Don’t buy from them.
Zs
Mar 10,2022Worst company! It took them a month to deliver my bike, they were messing me around with the delivery dates. Now, less than a year later my bike doesn’t turn on anymore, so I can’t see any of the stats. I’ve messaged them a million times, no answer of course. They don’t care at all beyond getting your money, after that you are on your own. Stay away.
Aaron Rae
Mar 01,2022Started off well with plenty of cycling classes as I bought the Ex3. All of a sudden classes were dropping off and you only had a few live at ridiculous times like 1am as they’re based overseas and only had encore classes to choose from. Paying $60/mth for non existent live classes is a rort and no customer service just pisses me off. Told them to suspend my service immediately until they sort out the classes so they took out another month. To say I’m not happy would be and understatement. Had a great relationship with trainers in the UK and US and now there are no UK sessions at all… Disgraceful!!!!
Arun Srinivasan
Feb 28,2022I bgt my Echelon Bike 4s yesterday. I had to subscribe to their content, the quality of content is poor, to say the least, compared to apple fitness. Totally REGRET having bgt this bike.
Antoinette
Jan 29,2022Terrible customer service. Terrible delivery service. They claim they have white-glove service. So far I have been ripped off and have nothing. Echelon was dismissive and all they could say is your treadmill is with the shipping company. I ordered a Echelon Treadmill that was suppose to be delivered by Norris Freight service today. I received a text message and went to the link to confirm delivery date and time of 1.28.22 between 1-3 pm. Around 1:30pm today I called to see if there was a defined delivery time. I was told I was not on the delivery scheduled today. Then I was told that "they" had a software update and it dropped a lot of deliveries for today. She told me I was scheduled for Tuesday, Feb 1, 2022 between 1-3. I had told the lady I could not do that as I would not be home on that day. I made special preparations for this delivery and confirm the date and time. It's not MY problem that they had a software issues. I also told her it was unprofessional to have me sitting her waiting all day and I did not even get a call to know that the treadmill would arrive. The lady was acted as if "oh well" take it or leave it on the phone. I asked to speak with a manager. I spoke with Melissa who says she is a the account manager or Echelon deliveries. She also while nice seemed very much clueless. She told me about how the drivers are suppose to give her their papers and let her know when they can not deliver. She was not aware that that I was overlooked. Then she told me that they had plans to run a Saturday delivery to Charleston, however, we are expecting winter storm so that has been canceled. She offered me Monday, January 31st between 1-3pm. However she then went on to tell me that the driver had to go to Kiawah island and had 5 deliveries in Charleston and may not get to me until between 6-8 pm.Then she went on to tell me she was going to see if she could get me delivered by one of their "best" delivery crews. I then started reading the customer reviews on this company and spoke with Echelon. After seeing all the times they no-showed and pulled the same foolishness in the past I determined it was best to cancel this delivery. Request a refund of my money. Norris has no clue on customer service or what "white glove service" means. It means you communicate with your customer and follow through. I would not recommend this Norris Freight service and if this is the only delivery service for Echelon Fitness equipment for the state of South Carolina I would not recommend them either and say look elsewhere. Now to wait to get my nearly $2k refund. I will be contacting the BBB and the state's Attorney if I get any more pushback from either of these companies.
Symon Cope
Jan 13,2022Echelon has extremely poor customer support service. They completely ignore emails, not only do they not respond, but they don't even acknowledge emails for help or support other than automated response times, which they don't even keep. And when trying to make an official complaint or asking how to make a complaint, they don't even answer. Very bad. I wish I'd never bought a bike or paid the yearly subscription as I have a repair fault since September 2021 and nothing's been done to fix it or respond. Not only that but I purchased the bike in February 2021 and so was well within the warranty period. Totally dishonourable company.
Ik Zah
Jan 11,2022This company is a fraud. They are not refunding my money even after the order was cancelled immediately. They are not responding to my emails. Stay away from this company. Crooks!
Magaly
Dec 22,2021We purchased an Echelon treadmill on a Black Friday deal, here we are at the end of December and we have yet to receive anything. Customer Service just gives you the run around. I wish I read the reviews before purchasing. We would’ve gone with the Peleton but obviously this was cheaper…now I know why.
Stacy Bourassa
Nov 19,2021This company has horrible service and very misleading. My husband bought me a treadmill and when he went to check out it required him to pay $398 for a one year membership. Once we received the link to activate membership it required me to pay for another year in order to access the membership I already paid for! I left a review on Facebook and now they have me on silent. I can’t comment. They censor just like Facebook and they lie. Customer service is also horrible!
Nina Gusmano
Nov 18,2021If I could give echelon customer service less than 1 star I absolutely would. I have the ex3 bike as well as the reflect 40 mirror. After only a few months the mirror wouldn't connect & it froze. It couldn't play the classes @ all. The tension knob on the bike doesn't work AT ALL. I reached out to customer service for both issues & went through all the trouble shooting. I sent photos & videos & I sent copies of the purchase information. After several weeks of this, I still had no resolution. My equipment didn't work but I was still paying the monthly membership fee. Someone different answered my inquiries each time without familiarizing themselves with the situation so I had to repeat myself each tims & they altogether stopped responding. I'm still having issues with the bike & I can't even get them to respond at all anymore. I wasn't even asking to utilize a warrenty or get anything for free. I even asked them to invoice me for the necessary part to fix it. This is the worse experience I've ever had. I would never suggest anyone purchase anything from echelon.
James Maher
Oct 23,2021I purchased an Ex5 in September 2020. I believe the bike actually arrived sometime in October. I purchased the extended warranty. Both My wife and I use the bike daily. About a month ago the resistance setting began acting up. We followed all of the Echelon recommended processes in an attempt to fix the issue, nothing worked and the problem continues. I contacted Echelon and was given a warranty case number. I was directed to email them the receipt for the bike, a small narrative explaining the problem as well as a video of the issues as they occur. I sent all of the requested items the same day. Since then I have attempted to contact customer service through emails and just received canned responses. I called Echelon and gave them my warranty case number and they told me they will research where in the process the claim is and get back to me. Nothing but crickets since then.
Merritt Rae
Oct 11,2021DO NOT FALL FOR THIS !!! THIS RISK IS ANYTHING BUT "RISK FREE" long story short I ordered the ex3 only bc of the RISK free 30 day return policy, anyhow, not only was I charged the first monthly payment of $128 , a week prematurely, I was also charged $39 for a service I didn't sign up for or authorize, I tried numerous times to contact the company by email, to return it, my box had accidentally been discarded by my husband as soon as it was assembled. I told the company I needed a new one to return it, and they purposely drug out the process until it was well passed the 30 days, I'd tried to return it starting 4 or 5 days after I got it. To no avail, they said they ordered me a new box for the return but the boxed were on back order (I see why) so they sent a different version bike's box, fine.. never got it, box shipment failed on their end, supposedly was sending another box , never received it!! I've saved every bot of correspondence with this company in my email, and I promised them that due to how predatory their company was that I'd spend the rest of my life doing my best to revert others from making this same mistake I made!!! DONT DO IT!!!
Kris
Sep 23,2021**Update - I returned the treadmill because the treadmill wasn't meant for interval training. It was as much of a hassle to schedule the pick up as it was to finally receive the treadmill. The treadmill was eventually picked up in mid-October, but when I went to check on my refund status, realized that Echelon had not yet refunded me the $1400 for the machine. I just submitted a request for them to look into it and process it - really shady practice of refusing to refund even when the treadmill has been returned under warranty. Steer clear. Terrible experience - I went out on a limb with this company thinking it would be a great alternative to Peloton. Don't make the same mistake! Chain of events: 1. Completed the order and confirmed shipping with their third-party delivery partner after a few weeks. 2. I was told the delivery was in progress and took time off work to be at home for the 5 hour delivery window. 3. I never received a call or update, the Echelon team was unable to assist and the delivery partner, NSD was challenging to get in touch with or confirm the situation. 4. Echelon agreed to refund me $100 as a part of the crazy high shipping charge, but a supervisor (John) who refused to speak to me on the phone decided not to honor that and it was all out of his control (despite Echelon having a contract with this company to ensure delivery) 5. I've been told that the shipping company will "maybe" get back to me in 48 hours with an update on when I might expect the treadmill to arrive. At this point, I'm going to dispute the charge with my credit card company and go with Peloton. This feels like a scam. As someone who works in customer service, it's shocking that this is the way Echelon is running their business.
Century Oaks Drive 6011, 37416, Chattanooga, US
http://echelonfit.com
Kate
Jul 22,2022They only have one star because it is impossible to give 0. This is actually a follow-up to review from 5 July. Just to update - I still have no replacement power cord. I have had multiple customer service emails that have no information. The charger never left the warehouse but I was sent a link to the Italian Postal Service???? And I am paying subscription for a service I can't use.