"BUYER BEWARE"

BUYER BEWARE! After purchasing an Echelon Rowing machine 1/4/25 and receiving it 1/10/25, ten days later I decided to return the rower. Echelon shipped an empty box to return 2/5/25. I immediately packed and returned the rower 2/5/25. Echelon received the return rowing machine 2/10/25 (FedEx tracking #797136330198) however Echelon Fitness refuses to refund my money. Total amount of $1,569.99. Order number 257030. I received a fake refund email stating my refund has been sent however no money is in my account. I have sent daily emails and numerous phone calls. Worst customer experience ever! Unethical business practices and false promises. I am trying to received my refund - Echelon has the rowing machine and no one cares. It's been a very frustrating experience.

"I love my echelon sport bike"

I love my echelon sport bike. I got the one without the built in screen. I have used it most days and have increased my fitness and built a routine. The bike is sturdy and have had no issues. Would 💯 buy again!

"It’s been a nightmare from the start"

It’s been a nightmare from the start. It took a month to deliver when it was promised in 14 days. The treadmill came with bike software installed so after numerous calls and emails I finally figured out without their assistance how to delete the software and Bluetooth a new one from my phone. For all the troubles they promised again free membership for 90 days. My free subscription was paused 8 days after I finally got it set up. I called and the customer service said 90 days free was not possible. Nothing works without the membership. This seems to be a Scam company who doesn’t support their equipment or keep their word. My advice is I should have ordered something different.

"What a nightmare!!!"

I am extremely disappointed with my recent experience, and calling it frustrating would be an understatement. Over a month ago, I purchased your stairmill/stairmaster for $2,000 and opted for the additional White Glove Service for $300—yet what I received was anything but. My delivery was scheduled for last Thursday between 1 PM and 5 PM, but it never arrived. After contacting customer service, I was reassured it was still on its way. I waited, but once again, nothing showed up. When I followed up the next day, I was told it would be delivered—only for it to never arrive, with no clear explanation as to why. Days later, I discovered my equipment was sitting in a subcontractor’s warehouse in New York—a location that doesn’t even deliver to my area. Neither the subcontractor nor the HUB group seemed able to resolve the issue. After numerous phone calls with no real assistance, I had to take matters into my own hands. I tracked down the warehouse contact information myself and worked directly with their VP of Sales, Peter, to finally get my equipment delivered. When it did arrive today, the delivery team had no idea they were supposed to bring it inside and assemble it. They were completely unprepared for setup, leaving me with no choice but to refuse their service.(for the record they were only told that they were only to deliver the machine, so it wasn’t their fault) As a result, my equipment was left unboxed and scattered across my second floor. To make matters worse, I had to assist in carrying it upstairs myself. When I called customer service again, I was told that someone might be available to assemble it in a week. After enduring multiple delays, handling logistics myself, and even physically carrying heavy equipment upstairs, I would have expected some form of acknowledgment for my trouble. This experience has been incredibly frustrating, and I hope you take immediate steps to make this right. I look forward to your response.

"BUYER BEWARE!!!"

BUYER BEWARE ! When doing research I saw that echelon was rated as very poor in customer service but their products were good. I made the mistake of ignoring all of the negative reviews when it came to customer service. If you have a problem, you will not get a refund. If you have a problem they will not help you at all. If you have a warranty issue, they will not help you if your shipment doesn’t show up they will not help you. You may think that their products are good, but if you have a problem with shipping or warranty, you are on your own. They answer the phone but transfer you from department to department without ever addressing your concern. I am still trying to fight to get my money back for a treadmill that I asked, explicitly NOT to be shipped, and wanted a refund as (they will never tell you) it was back ordered.

"Non-existent customer service, robotic responses "

I opted for an Echelon stationary bike as it looked well built, of higher quality and reliable. Right out of the box I noticed the screen was defected. I reached out immediately through their chat service as I knew the earlier I brought up the issue the faster it would be resolved.

I was wrong! I'm now a full month in and no replacement screen has been issued. Every time I follow up the customer service agents give me the same "we are working on it" update. They refuse to transfer me to someone more senior and provide no resolution date (are we talking weeks, months, a year??). They claim their IT team is looking into it. Not quite sure what they are looking into as they've made no efforts to send me a replacement screen or a return label for the damaged one. A respectable company would not keep their customers in limbo this way. They flaunt their 5 year warranty but can't even live up to it.

I am incredibly disappointed given the price point of their equipment. I may as well have bought a discount brand on Amazon or better yet a Peloton. My mistake, I guess...

"The problem(s) with Echelon."

The problem(s) with Echelon.

Lack of quality control and inexperienced delivery companies also being paid to build the bike - resulted in 2 replacement bikes and a screen that will only rotate 45 degrees and not 360.
The lack of urgency between an issue (caused by poor QC) and the fix. Currently on week 3 with no update as to when the bike will be repaired - bike not useable during this time.
The app constantly requires updating but you need to do this via your own phones hotspot as it won't update connected to WIFI. Even when updating on hotspot it takes between 20-30 mins and often gets stuck and requires restarting. Without updating the app issue will be experience with on demand classes freezing and classes closing mid ride.
Whist the speed of customers service is quick, there is little value provided in the responses and even less acknowledgement of the multiple failings, poor quality and inconvenient 'work arounds' for updating the app.
A 12 month warranty os insufficient for a bike with such a poor QC process.

Whilst this bike is not a Pelaton, it is absolutely still marketed as a premium product. Whilst you could say I have been unfortunetate and had some bad luck, I would urge you to do some further research into the poor reviews, app issues, quality problems that others have shared online before purchasing.

"Unable to cancel service"

I tried to cancel the service on 5 different occasions and Echelon refused to cancel the service and refund unused service in the future. They refused any refunds. The product may be good, however, their customer service policies are extremely frustrating and no customer friendly

"Awful install experience and equipment (but finally resolved)"

Received an EL-8s for Christmas with in-home delivery and assembly paid for as an add-on purchase. Assembly team on 12/26 beat the handles into place using our kids blocks (without telling us - we found them after the team left), wrecking the blocks. The assembly team didn't get the elliptical working - told us to figure it out. The elliptical won't connect to our XFinity Wifi even though our signal is strong in our garage where machine is located, so we can't use the elliptical at all (no interface, controls don't work - just stuck on the "connecting" screen). Even if we COULD use it, the wheels on the rails grind over the screws holding the rails down so its uncomfortable and noisy. The assembly team said "that's normal because it's new, you just have to wear the wheels down". The cord on the "power brick " for the elliptical is too short and hangs down the back so it catches on the pedals. Found several bolts and washers on the floor, looks like assembly team forgot to put them in somewhere?? Reported the issues we encountered on 12/26 to Customer Service with no resolution yet. Customer service says our case has "been escalated" but can't indicate when or if our case will be resolved. The person I spoke to today (called for an update since we haven't received one) said if we want to return it we'd have to disassemble it ourselves even though we paid for in-home setup and work with a 3rd party to return. Absolutely abysmal experience all around.

UPDATE: 1/24/25 - after a solid month of troubleshooting, we finally have a functional elliptical. Echelon sent us a replacement, which we assembled ourselves. When assembled by us, rather than the "in-home assembly service", there were no mechanical issues with the equipment. I *highly* discourage anyone from paying for the "in-home assembly service", it was atrocious. However, after assembly, we still couldn't get the system to connect or let us access the app that facilitates use of the equipment. After a ton of back-and-forth with the company (several weeks of emails), it was narrowed down to a bluetooth issue; the firmware shipped on our tablet was problematic. Interestingly enough, the company has no record of which firmware they ship you; when I asked about this, I got a reply indicating they can't possibly keep track of that sort of thing (direct quote from support below). So, yeah... it's working now, and generally speaking it's an OK elliptical, and Echelon did get it working for us - but as of Day 1 with working equipment, I don't feel it was worth the stress and frustration that went into getting it to work.

For those interested, here's what tech support said about the firmware issue:

"We wouldn't have the tablet firmware on the warranty tablets and or equipment firmware that go out. That would require a warehouse worker to go into the box of every unopened piece of equipment that we get from the factories plug it in connect it to the app via Bluetooth and get the equipment firmware and hardware. Or for the screen's tablet firmware, for the worker to open boxes of equipment from the factory, take the separate screen box out, open it, plug it in and find a piece of equipment to connect it to via Bluetooth, because you have to get connected to equipment via Bluetooth to get into our app, and then do the steps I sent you to get the tablet firmware, then make a note of it and then place it on a spreadsheet and that customer service or tech support can search the specific serial number of and find the tablet firmware of. Our tablets and equipment do not all come from the same factories and we have many different tablet firmware's as you can see listed on this FAQ link (-link redacted because Trustpilot does not allow links to be posted-). Unfortunately, we don't have that kind of man power"

"Echelon Customer Service No Success"

I purchased the DuoTread. It was shipped damaged.
The plastic piece is broken. The shipping box on one
end was ripped apart. I called customer service and they opened request (1551039). I sent (2) pictures of the broken plastic piece and the ripped apart shipping box. I have the email and asked for an update. No success. In the email I received from Echelon customer service I was told: I would like to inform you that I have escalated your case to our Advanced Technical Team and requested a full replacement since I value you as part of our Echelon community. This is bull because if you value a customer send a replacement, respond to my email
for a simple update, and of course my request was escalated to the Advanced Technical Team. On 12/20/24 Echelon sent me a new warranty replacement and responded to my email for an update on 12/27/24.