Echelon FitnessReviews of echelonfit.com

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"

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.

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, 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.

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.

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 - 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 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