"Horrible Shipping Experience"

The shipping experience has been extremely disappointing. I was promised fast shipping for my bike, but it has yet to ship (ECH#253908). Customer service informed me they have no idea when it will ship due to high order volumes. If I don’t receive a tracking number within the next few days, I plan to cancel my order and purchase a Yesoul bike instead. Based on my research, Yesoul appears to be a great alternative. I initially chose Echelon because of its reputation as a more established company, but this experience has been frustrating.

"I had so many problems with Echelon"

I had so many problems with Echelon, particularly with the app. At the beginning was not working properly, on and off all the time, disconnecting in the middle of the exercise/ride. And now they decided to stop the connection with Strava if you don't have a paid membership, then you can't track your rides in any way. This is making the bike trainer almost useless considering you can't track your workouts and exercise with the bike if you don't paid extra for the membership.

"Good Luck Getting a Promised Refund"

While the program was great if you need to cancel your membership within the allowed timeframe for a refund you will not see your money. I was told almost 2 months ago that I would be fully refunded and, despite numerous interactions with them, I still do not have my money. I have filed a complaint with the Better Business Bureau.

"Don’t buy "

I purchased my bike in November 2023. It immediately developed a fault with the screen which was replaced. A further fault was developed and the entire bike was replaced. It then developed a fault with the pedals. However as it is intermittent an engineer was unable to replicate it. I sent numerous videos and kept being told they weren’t long enough or needed background noise removed - even through each video clearly showed the noise. I am now stuck with a bike which has a fault with the peddles as customer care have refused to help any further (although no help has been provided re the peddle issue). There are also constant faults with video sound quality and the screen quality. It’s been a terrible experience, I would not recommend.

Please note reply from company- as stated in review as intermittent fault couldn’t not be replicated by engineer (although he did advise he thought he knew issue and a replacement part was needed which was never followed up). In addition the background noise was the class, and not one class has a loud clicking noise throughout. Constant poor excuses from company. Bike should have been collected and refunded as per company policy as faults were present and reported within 30 days of purchase.

"Annual Subscription Auto Renewal Cancellation & Refund "

Annual Subscription Auto Renewal - When I bought my Spin ES-4, which I have had no issues with the product but I got a 1-year annual subscription free. So I enjoyed the subscription for 1-year but decided I didn't want to renew. I should have read online better as all their subscriptions auto renewal and I missed the deadline by 1 day to cancel beforehand. I saw the charge of $577.49 go through on my visa and called immediately on Sept 17. I was told "Your subscription was canceled successfully and a refund is being processed with our membership team" - this was Sept 17. So its now Sept 26 and still no refund. So, I called Customer Service on Sept 26 and the refund is still with the Membership Team, still being processed but they cannot provide me a date when they will return my money. You can't talk to anyone other than the CS Agent that you get on the toll free line. Good luck getting the refund!!

"I have been to get me treadmill…"

I have been trying to get me treadmill to update. I have sent 38 email put today no fix has been provide. I have still pic and video but. No luck

"If I could give zero stars I would"

If I could give zero stars I would. The equipment worked for a few times and then the screen wouldn't work. Now the incline won't work. I have spent far too much time on the phone and now the very polite help guy wants to me to take the motor cover off, plug in a keyboard, mess with wires. Are you serious? I am not a complainer but this is ridiculous. Given the value of my time, at this point it would likely be better to throw this is the trash and just buy a new one from a company who has a better approach to repair and warranty. It looks like they are not allowing negative comments on their website...

"Non-Existent Customer Service"

I really want this company to be great because the instructors are great. Unfortunately, It's not worth the hassle of their customer service. If I could rate the customer service they offer as "Zero Stars" I would. It's impossible to get in touch with them. Questions are not answered. The level of service prompted me to sell my bike and go elsewhere. The company will never scale until they address this. It's infuriating.

"What an absolute nightmare this entire…"

What an absolute nightmare this entire process has been. Ordered a (very expensive) treadmill from this company on July 6. Received an email that my product was shipped on July 9. The link for the tracking number provided didn't work. Finally called customer service on July 13 and received a new tracking number. When I clicked to track, it said that my product had *not* shipped yet, contrary to what it said in the email. Called customer service back to cancel the order. They told me that they could not cancel the item because *it had already shipped*. I told them it had not, according to the tracking. My shipment was finally "scheduled" (Without a phone call to confirm my availability) for today. They never showed up and now it's saying it's rescheduled for August 5. I am training for a marathon in the oppressive humidity and need this treadmill to do my weekday runs safely. I am infuriated beyond anything I can express in a review. RUN far away from this company. They are absolute garbage.

"Just Don't"

Is for paid service only. The buttons on the handle don't work without a subscription.

Also we had the subscription. It is absolutely TERRIBLE.

Garbage product. Garage interface. Garbage instructors. Garbage free row!

Be warned.