"DO NOT Buy from Echelon Fit UK"

Stay 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

"Customer service is the worst"

I 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.

"Had a limited membership with a limit…"

Had 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.

"I cancelled my subscription 12/2022 and…"

I 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.

"NO CUSTOMER SERVICE - DEFECTIVE SCREEN"

I 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!!!

"Zero technical or customer support"

I 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

"Piece of junk"

Piece 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.

"I bought a Stride treadmill on 1/12/23"

I 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.

"What can one do to get Echelon support…"

What 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!

"They have quite a racket going on there…"

They 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.