ComplaintsforPeloton

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased bike plus less than 12 months ago. It is still under warranty. Monitor stopped working, resistance will not release . Contacted Peloton via many many calls. Was given incorrect information multiple times provided by representatives, and many emails later, still no appointment has been given by Peloton for repair. The supervisor that I finally spoke with 4 days ago (************) promised he would keep investigating and contact me back with updates. ************ has not been in contact with me, has not responded to my follow up emails and I still have no appointment and an expensive piece of equipment that is utterly useless. I need my bike plus repaired or replaced. Additionally I want my warranty extended at no cost due to these problems and terrible service. This experience has left me with no confidence in Peloton service when their product is defective.

  Business response

  04/14/2024

  Thanks for contacting Peloton. We are sorry to hear of the Member's experience and will be engaging our team to ensure a proper resolution is reached and that the Member has a working product as expected.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transaction Date: Jan 1, 2024 Amount Paid: $5,344.65 Committed Product: Tread+Delivery Date: March 25, 2024 Nature of Dispute: Delivery was CANCELLED without any follow up from Peloton, their Financing *********************** and ***************** Delivery. I am still waiting on this delivery! I have called into Peyton without resolution. Worked with the online ***************** without resolution. Also called into the ***************** because Peloton claimed it was the Bank's fault. The Bank claims it is ********'s fault. Everyone i have contatced claims the product is at the elivery Warehouse and ready for shipment BUT no-one can seem to get this to my house or provide an adequate reason for the Cancellation which I DID NOT request. Absolutely terrible ***************** I have emailed one person at Peloton named ************************* who climed he was to help but he has not helped and will not respond to my emails! I have begged for help from this company! I had to wait for months for the Tread+ to become abailable only for this terrible experience to taint my view of their Company and that's after being a huge proponent for the company (which I am no-longer). Peloton, ***************** and *************** have NOT reached out to me even though their order system states that a Follow Up is required. Now ************** has closed my Account for Non-Use because Peloton FAILED.PELOTON ORDER NUMBER: ********* ************* Approved Financing: (Peloton Financer)************* Shipping Confirmation # ********************** ADVERTISED as a Pre-Order with $1000 (*****************) Discount Applied

  Business response

  04/17/2024

  We are very sorry to hear of the poor experience this Member has had with their Tread+ purchase. We have reached out to this Member and offered them the opportunity to re-place their canceled order and retroactively honor the promotion they originally received. We will work with them directly going forward. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called to speak with a peloton representative to trouble shoot my bike. The trouble shoot was unsuccessful during the duration of the phone call. Representative states it would be $150 for a technician to come out and assess the problem but I had to PURCHASE A NEW SCREEN FIRST! refusing to send a technician to assess the problem could have saved me time and money once I realized I had the wrong cord connected to my bike due to the moving company I used. I ordered a new screen and called customer service within an hour to let them know I figured out the problem. They refused to refund my money and will continue to send me the merchandise and I dont need it nor want it. Now Im out of $407!! Love my bike but customer service is terrible the lack of professionalism & disrespectful customer policies are out of this word. Its been two days no update on a refund, return label or merchandise

  Business response

  04/10/2024

  We are very sorry to hear of this Member's poor experience with our Support Team. We have refunded the cost of the Touchscreen as it has been returned, and will be reaching out to this Member to confirm. 

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Peloton sells fitness equipment and subscription streaming services. I have been a loyal customer since ******* late 2022, my husband purchased a Peloton treadmill for my birthday for our second home in *****. The treadmill cost more than $3000 including accessories It was delivered on October 27, 2022 and had a one year warranty. Because it is in our second home, I did not get to use it very often. I used it on 27 days for workouts totaling 835 minutes. Peloton encourages its members to work out frequently, setting challenges that encourage members to use their Peloton equipment for 10K or 15K or 20K minutes per year. The time that I worked out in the year that I was able to use my tread was much less than that.On November 5, 2022 (8 days after the warranty expired), the tread abruptly stopped working during a workout.I researched solutions on Peloton's help center and ended up ordering a suggested part. It never came. Then, I set up an appointment with a Peloton service technician to fix the tread. He came and tried to fix it but said it needed a new circuit board, which he ordered for me. Once the circuit board came, the tech came back, installed it, and determined that the tread was still broken and needed a new base, which would cost $1200.I have spent hours on the phone with customer service trying to get a replacement base for something less than that exorbitant price. I was reassured by several different customer service reps that they would try to get me a free replacement base since the treadmill was so new and not used very much. None of them were successful, but I have never been able to actually speak to a supervisor despite asking many times. Yesterday, I was put in touch with the ******************* and a representative there told me she would try to get me a free base. This morning she emailed and said the best she could do is "$50-100 off a new treadmill." She said she refunded my membership fees but I have not seen that.

  Business response

  04/10/2024

  We are very sorry to hear of this Member's experience with the Tread. In an attempt to help better their experience, we are going to reach out to this Member to offer a replacement Tread base free-of-charge as a one time courtesy. 

  Customer response

  04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 20th, 2024, I contacted Peloton Support about a clicking noise my bike was making. I received the part to replace within a week and was provided a link to make an appt for a service technician. It took 6 weeks to get a technician to my house to install the part. On March 6th, the technician installed the part and it didnt resolve the problem. I was sent another part and another link to make an appt. Ive been checking daily for appointments with none still available as of April 3rd. On April 3rd I received an email from Peloton stating theyve attempted to contact me about this issue and have not been able to get in contact so they canceled my service request. I have not received one phone call, text or email from peloton. It has now been almost 3 months with no resolution to this matter.

  Business response

  04/04/2024

   Thanks for contacting Peloton. We apologize for the delay and the overall experience this Member is reporting. Our review shows that our Support Team is working with them to ensure that their issue is resolved as soon as possible.

  Customer response

  04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I did receive a call from a supervisor stating they are escalating this issue to the service repair team and should hear a response from them within 48 business hours. This hasnt been resolved until my peloton bike has been repaired. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer response

  04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This issue isnt resolved in regards to BBB. To resolve this issue, the bike needs to be repaired. Im pretty much back at ground zero with this being placed back in my hands from your supervisor. Attached you will see the email stating I am to check the link everyday, once again to schedule an appointment. I was advised that peloton would be reaching out to the tech company to get an appointment scheduled. For it to take 3 months of me continuing to take time out of my day to have this resolved is ridiculous. If this isnt fixed, the next step is to meet with an attorney to see what legal ramifications can be taken.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  04/15/2024

  Thanks again for contacting Peloton! We ask for the Members patience as the geographical location of the Member poses a challenge due to the limited resources and skilled technicians in their area. We are working with the Member to ensure that their service appointment is completed as soon as possible and will continue to communicate and provide necessary updates as they become available. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Peloton tread November 13th and it was delivered in December. Started having problems in February with it asking several times to re enter pass code, that progressed to it required it to be shut down and restarted, then it shut off while running on it. It took 2 weeks for them to come replace the circuit panel. The circuit panel was replaced and prior to the repair technician leaving, the treadmill would not work and required a call to Peloton. After the repair technician spoke with them, it has been determined that it requires a new platform/base of the treadmill. This appointment is not till April 6th. On March 28th I received an email stating that they canceled our up coming appointment because they were unable to get in touch with us, at no time was I contacted regarding my upcoming appointment, and I would like to know whom they were trying to contact. My tread has less than 30 miles on it, it was not used frequently till our gym membership ended the end of January. I feel like for the price I have paid, the age of the peloton and the amount of use it has received I am *********** a new Peloton tread, not one that has been pieced together. It comes with a warranty and I purchased the extended warranty. It will be over a month with out my tread that is less than 6 months old and for them to piece it back together is unacceptable.

  Business response

  04/04/2024

  We are very sorry to hear of this Member's poor experience with the Tread. After the recent Service Appointment failed, our team decided the best course of action forward is to replace the base of the Tread. Tread's are made up of 3 major components, and we would only replace all 3 components if all 3 components have failed. In this case, the issue lies with the base so we will replace the base in order to ensure the fastest and most effective resolution. This Member has an appointment to have the base replaced on 4/6 which shoud resolve the issues that they are experiencing. 

  Customer response

  04/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Tread base was replaced on 4-6-2024, prior to delivery team leaving they noted it did not sound good, and that I should call Peloton On Monday the 8th.  Prior to the team leaving my house the team called peloton and noted this loud noise and states it was not normal.  This tread sounds very loud with a banging to it.   I called Peloton on 4-8-24 and sent them a video with the noise it makes, after speaking with 3 people, they told me this loud noise is normal, and they compared it to "sound bites".  They also told me its like new brakes and I just need to break it in.   I asked why the original did not make this noise and they told me because it was "defective".   I do not feel comfortable running on this.  At this point I would just like them to come take this piece of equipment away for a refund.  They are able to see how little time it has been used and how many weeks it has been not in working order.   Again I do not feel safe on this tread.    

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  04/09/2024

  Please reach out to our Support Team so that we can help by diagnosing the issue you are experiencing with your new base. Our team can be reached at **************.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My peloton bike is not functioning and I am unable to take classes. The resistance makes classes impossible. I would ideally like a new bike, or for my bike to be properly fixed.

  Business response

  03/28/2024

  Thank you for contacting Peloton. We apologize for the experience the Member is receiving. Our team is engaged with the Member and we are working to ensure this is fully resolved. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Peloton tread plus for $5k in 2019 and recently had a service call for a repair that was quoted at $113 and if I had to do a tread base swap it would be $1,200 but now they cancelled the service call and said the only option is to buy a new base for $2,500 which is insane.

  Business response

  03/27/2024

  Thanks for contacting Peloton. We apologize for the initial experience the Member received. Our team has worked with the Member who has accepted our discounted offer we provided as the Member is out of warranty. The Member has an upcoming appointment where we are certain a successful resolution will be reached.  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Peloton Bike+ for ~$2500 in 2022. The bike has had fewer than 20 rides but the screen stopped powering on. Apparently, this is a common issue, but Peloton Support's only proposed fix was for me to pay $600+ for a new screen. There clearly is a manufacturing or materials issue, since the bike had little use.

  Business response

  03/26/2024

  Thanks for contacting Peloton. Upon review, we have found that the Member is out of warranty. Our Support Team has offered a discounted price for the out of pocket purchase and provided this option to the Member. We apologize if they are not happy with the outcome. 

• Initial Complaint

  03/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company is refusing to cancel my monthly subscription. I have attempted to cancel via the App, which is where I signed up for the service. I was not allowed to cancel via the App though. I called customer service and was told my account does not exist and she could not cancel my service. READ THE OTHER REVIEWS, THIS IS A COMMON PROBLEM WITH THEM. I want my account cancelled.

  Business response

  03/26/2024

  Thanks for contacting Peloton. Our search for a member with this email did not produce any memberships. As this is action is completed by the Member and is most likely an issue where a different email address was used or a typo in the information entered. Please advise the Member to reach out to our Support Team and provide either a screenshot of the transaction or the email address where they are receiving emails from Peloton. Our Support Team can be reached by phone at ************** or by email at **************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩