Echelon FitnessReviews of echelonfit.com

By far the most useless piece of fitness equipment I’ve ever owned, even more than those rubber bands that are collecting dust, at least I know they’ll work when I’ll need them. The bike itself is not that bad, and that’s the 1* it gets as it is the sole thing I could give it. The bike app must be connected to your wifi, great, so I can benefit from classes and all right? Ah! There’s the catch, this bike is useless if 1. You can’t connect to wifi, 2. Your fantastic app can’t connect to the bike it’s on, yeah you read that right, the way they thought of it didn’t include wired connection from the bike to the screen. And 3. If the screen itself works. Trust me, any or a combination of these will be your never ending struggle with the bike, so goodbye your planned cardio, you now have to wait and hope your bike connects endlessly, as you look the screen wondering how you could be this dumb to buy this useless piece.

This company has to have the worst customer service I have ever experienced. Their level 1 support is worthless and then it is "escalated" to level 2 support, which results in e-mail responses/recommendations ever 2-3 days which have been worthless. I have been asked to send countless videos/pics of what is going on and the "service" individuals clearly haven't looked at the history. They will not allow customers to talk to a human being at level 2 support. DO NOT BUY THEIR PRODUCTS!!!!

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.

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.

I purchased the summit stair mill and it’s missing the wires on the left side so it won't turn on. So I currently have a $2000 paper weight. I've been waiting for "tier 2" technical support since 1/22 and have called 4-5 times now and they can't give me an update as to when I'll hear from someone or a resolution. Completely regret my purchase and wish l'd refused the delivery. I’d seen other complaints about the terrible CS but I ignored them because I also have a connect bike that I purchased in 2019 and had it replaced under warranty in 2021. It was replaced in a timely fashion with zero issues. Clearly something has changed. Even worse the CS agents keep telling me they have no way of reaching tier 2 technical support either smh. BUYER BEWARE!!!

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 ! 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.

UPDATE - STILL NO RESOLUTION. 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...