"The equipment is great, but…."

The equipment is great; the customer service is terrible. I didn’t believe the other bad press until I experienced it myself. You’ll enjoy it until you need help; then you’ll endure perpetual department transfers without resolution.

"Liars"

They had a WELCOME100 discount that gives new customer 100 off for the first order. I bought a exercice mat for 75$ so I only had to pay for the shipping. 2 days after they cancelled my order claiming I REQUESTED TO CANCEL IT. Way to go...F em

"Tried to cancel my $400 subscription"

Tried to cancel my $400 subscription. Finally got through…. Went over the process over the phone. They said I would get an email saying I canceled and I would get my money back with it 5-7 business days… Two weeks later, haven’t received confirmation email or my money back. I called and after I was on hold for 15 MINUTES. A recording said that their customer service employees were all busy and to leave my information to get a call back… frustrating!

"No Product Support Whatsoever"

My horrible experience with their lack of customer service is very similar to the many other posts on this site. Our Reflect Mirror completely stopped working after only 2 years. Yes, it is out of warranty, but I was hoping do get a replacement part, schedule service or I would even accept offer to purchase a new one at a discounted price. However, after nearly 3 weeks of trying to talk to someone that could assist, I have yet to hear back from someone. This company needs to invest more of their revenue into providing proper support.

"defective bike, no help from customer support"

Received a defective EX-3 where resistance wouldn’t change. They shipped me the wrong replacement part to repair the bike and I was told I’d be receiving a replacement. This was three weeks ago and everytime I contact customer support I receive no updates at all.

Avoid this company at all cost. I will not be recommending them to anybody, worst customer support I’ve ever experienced

"Way too difficult to cancel the subscription"

I tried to cancel my annual subscription and went through the whole process online only to be taken to a page that says to call their customer service to complete the cancellation. Why? It should be easy and user friendly online. When I called, I was listening to the repeat music on hold for 15 minutes only for the recording to say there was no one available to take my call and to leave a message.

"Criminal and I will be filing a lawsuit - please join me"

I ordered an Echelon Treadmill and used their financing company. The charge immediately went on my account and I called the next day to cancel the order. It was "too late" to cancel the free I-pad so I waited for it and returned it via their complex process.

I asked them to please cancel the treadmill and the subscription. This was Nov. 21. It's now Dec. 14 and still not resolved despite the various alleged "escalations" from customer service. Amazingly, when I kept bothering them, the unknown ship date turned into "oh the delivery company has it, so just get it and return it to us."

Luckily the delivery company called me to set up delivery and I told them the order had been canceled. Still nothing from Echelon. I sent an email again today and I'm going to call them AGAIN. If they don't refund my money given that I have never laid eyes on the treadmill, will speak with legal counsel to see if criminal charges can be filed against them. Sounds ridiculous but they charged me for something and I don't have it. So that's either fraud or theft.

Sorry for the rambling but I am so ANGRY. Someone needs to shut them down (right after they refund my money).

"PLEASE READ - everything everyone is saying is true!!!"

I have to say I have NEVER in my life dealt with such horrible customer service. Ever. EVER. and anyone I tell my story to agrees.

I have had an issue in the "escalation department" since last Tuesday, plus another from Thursday and Friday and yesterday and now today and I have heard nothing from a single person in the alleged "escalation department".

1.) My row machine was supposed to be delivered on Dec 7th and was delivered Dec 13th.
2.) said it was supposed to be white glove service and dropped it in our basement and left
3.) have been hung up on and disconnected in chats MULTIPLE times and not because I was swearing or threatening...just hung up on when I expressed how tired I was of hearing that my issue was being "escalated" and asked to speak to their supervisor
4.) can't get my rower to connect to the app - tried all of the troubleshooting suggestions... sent 2 videos as proof to 2 different people and was told my issue is being escalated...still nothing...
5.) got the free rower w/ the 2 yr subscription and never received a way to activate my 2 yr subscription and was told that was being escalated....still nothing.

yet...when I told them I wanted to return my machine not even 6 hrs after having it in my home...I was sent a return label w/in 30 minutes. Apparently it's easier for Echelon to take my rower back than it is to just provide reasonable customer service??

They take peoples money and offer no help, no support and no way of getting any. The customer service department has no power to do or help in any way besides to tell you "I understand" and it will be escalated. Then when you ask to speak to the escalation department or a supervisor, they hang up on you. It's crooked and shady behavior! I have reported them to the Better Business Bureau.

*Update: 12/15/22*
Still no response from the "escalation department" and just found out they are delete negative comments from their social media, which is illegal.

The new law makes that illegal. FTC staff just issued Consumer Review Fairness Act

They are breaking the law and I have informed them on multiple platforms that I've reported them with many many items against them.

**UPDATE: 12/28/22**
I have contacted the BBB and finally heard from Echelon in response to my complaints about customer service and everything else I've experience - nothing has been resolved and as of now I will not be removing my complaint with the BBB.

"These people are criminals"

These people are criminals. They will take your money and never deliver a product. They will tell you that it is in stock at the time you order it and over a month later you still will not have your equipment but they will have $3000 of your money and hold it hostage. I am still dealing with this I never had any delivery company contact me I have never had anyone show up at my house with equipment in over a month. I called echelon to tell them I wanted to cancel the order I don’t wanna do any business with them. Now all of a sudden it’s going to arrive here on Thursday and I was told I have to be home to refuse the order because they can’t stop the order and return it back to their center. But they can let it come here over a month after it was ordered. This is ridiculous. Do not do business with them also they advertise free delivery and set up And then turn around and charge you for it. I paid for a year of echelon fitness membership that I can’t use because I’m not gonna have the equipment and I can’t get my money back for that either $399. Now I’m gonna have to call my credit card company to file a dispute while echelon continues to harass me

"Decent products but horrible customer service"

We bought the Echelon EX-4S+ bike at Costco last year around Christmas and the experience with that has been fine. My wife wanted to get a treadmill as well. She ordered a Stride 5S which took forever to ship. We finally got it this week. The delivery crew was great even with having to carry this very heavy treadmill up stairs. They got it assembled and that's when the problems started.

We logged in to the integrated tablet that comes with the treadmill and there are ZERO running or walking classes. It seems like the app on the tablet "thinks" it is connected to a bike. I tried the obvious troubleshooting steps like logging out and back in, shutting it down and turning it back on, etc. and even tried the recommendations on their online helpdesk site. No luck.

I have since called them and used the live chat multiple times. You cannot ever actually talk to anyone on the phone. Via the chat, I am always told some combination of the following: they will email me with instructions (they never email me), there is no supervisor/manager/technical support person available, they will contact me within two to three days. This is incredibly frustrating. We have an incredibly expensive treadmill with no way to use the product we're paying for.