"Follow Up to Previous Review - It gets worse"

They 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.

"They stole 200.00 from me and I can't…"

They 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.

"Membership System is Broken"

1. 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.

"2 years and just renewed for 2 more"

W'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.

"Pedal snapped, caused a n injury"

After 6 months of riding the E3 bike my pedal broke off. Hurt my knee, now limping. Hppe this is just a temporary :(

"If I could give this company and their…"

If 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.

"horrible customer service"

I 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.

"Worst customer service ever !"

Ive 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.

"Worst company"

Worst 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.

"Started off well with plenty of cycling…"

Started 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!!!!