Complaints

This profile includes complaints for Peloton's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Peloton

  441 9th Ave Fl 6 New York, NY 10001-1663

• 

  Peloton

  152 Christopher St New York, NY 10014-2838

• 

  Peloton Interactive, Inc

  25 The West Mall Etobicoke, ON M9C 1B8

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

• 

  Peloton Interactive , Inc.

  5050 Oakbrook Pkwy Norcross, GA 30093

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint regarding my Peloton Bike+. The screen suddenly stopped working, and upon further investigation, I discovered that a firmware update pushed by Peloton caused this malfunction. Despite attempting multiple troubleshooting steps on my own, I contacted customer support for further assistance.The representative informed me that I would need to purchase a new screen for $650, with the only concession being a 25% discount. It is important to note that my bike ceased functioning just outside the warranty period, which I find quite inconvenient and disappointing.Through additional research, I discovered that this is a common issue with the Bike+, and it appears that Peloton has not taken responsibility for the problem. If a firmware update can disable a $2,500 bike and force customers to pay $650 for a new screen, it raises serious concerns about the potential for future updates causing similar issues.I communicated my concerns to another representative and requested 6 months of free membership to offset the unexpected expense of buying a new screen. However, the most they could offer was 2 months of membership, which I find insufficient.I am deeply dissatisfied with how this situation has been handled. I am seeking a fair and reasonable resolution that demonstrates Peloton's commitment to customer satisfaction and responsibility for the issues caused by their firmware update.

  Business Response

  Date: 07/22/2025

  Thank you for taking the time to share your experience. We apologize for any frustration this has caused. While we are working to confirm their warranty information, we have contacted the member to provide an alternate resolution and ensure all of their concerns are addressed. We are looking forward to resolving their Touchscreen issues and seeing the member on our Leaderboard soon!

  Customer Answer

  Date: 07/25/2025

  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

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Peloton Bike in August 2020, which includes a 5-year frame warranty valid through August 2025. Despite that, the bike has developed severe corrosion and rust on the frame, bolts, pedals, and underside, with visible rust also spreading into the interior of the frame tubing.This bike has been stored and used exclusively indoors in a clean environment, and has been well cared for since day one. What concerns me most is that the rust appears to have originated beneath the paint or finish, suggesting the frame may have had corrosion present before it was ever delivered, indicating a possible manufacturing defect.Despite multiple attempts to resolve this through Peloton support, I was told that the corrosion is cosmetic and not covered under warranty. I was also incorrectly informed that my warranty expired in 2021, even though Peloton's own published warranty clearly states that the frame is covered for 5 years from the original delivery date.Ive been a loyal, uninterrupted paying member since the original purchase, and have done everything expected to care for the bike.

  Business Response

  Date: 07/24/2025

  Hello,

  Thank you for the feedback. We are aware of the Member's issue with the Bike. Peloton has thoroughly reviewed all images submitted by the Member and has determined the damage is not covered under our policy, as Peloton does not cover Rust or Corrosion on the Bike. We have provided the Member our policy, which states that the Bike must to be cleaned regularly, especially after a workout as sweat may drip on the Bike. ******************************************************************************************************************. Peloton recommends a replacement Bike Frame, and as a gesture of goodwill,  has offered it at a discounted rate. We are waiting on the Member's response regarding the offer. For more information about our Warranties & Protection Plans, please visit the links provided or refer to ************************************************************************************************************************************* for further details. We are working with the Member to resolve these issues in an expedited manner.

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have scheduled a repair over 2 months ago. There have been 3 no shows for repair appointments and Peloton is not able to explain why they no showed, says it is outsourced and there is no way to contact the company they outsource the repairs to, and no knowledge or follow up as to why the no show happened. All they have done is schedule another appointment to which I get another no show. I want a replaced fully operational treadmill at this point.

  Business Response

  Date: 07/18/2025

  Hello,

  Thank you for bringing this matter to our attention. The Member has spoken to our Peloton support Team regarding the Tread issues. Since the Member is out of warranty, any form of repair will be an out-of-pocket cost. The Member has moved, and they did not use Peloton to transport the Tread during the move; instead, they used a moving company, which may have caused damage to the Tread. We have been trying to work with the Member to resolve this issue. A Member of our Leadership Team has reached out to the Member and is currently assisting the Member in resolving this matter in an expedited manner.

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented the Peloton Bike+ with the option to buy in April 2023. Since that time *** paid a monthly fee of $1*****. As of June 30, 2025, *** paid over $3,034.56. The total price of the Bike+ is $2,500.00. However, I continue to be charged a monthly fee of $1 *****. This bike should be paid off and I should be considered the owner of the bike at this point. Peloton wants an additional $950.00 to buy out the bike.

  Business Response

  Date: 07/17/2025

  Hello,

  Thank you for sharing your feedback. We sincerely apologize if our rental program has caused any confusion for the Member. Our Members are provided with our Rental Terms and Policy when they purchase our Bike+, which outlines the terms of our Rental Policy ******************************************************. For more information, the Member can visit our website at ***************************** or the Rentla Link also provided within this response. The only way to own your Bike+ is through the buyout option. The Bike+ will remain a Rental until the buyout is completed or the Member opts to return the Bike+. We currently have an offer for our Members from July 15th to July 28th, 2025. During this period, the Member will have the option to buy out their Bike+ Rental, with a discount of $400.00 applied to the buyout price. The Member has had the Bike+ for 32 months, and the buyout amount will be $895.00. After applying the discount of $400.00, the final amount would be $495.00, plus applicable taxes. We consider this matter resolved, as this has been advised to the Member by our Support team on our Rental Policy.

  Customer Answer

  Date: 07/18/2025

  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:

  The buyout should not exceed the total price of the bike.

   

   

   

   

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

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

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Peloton refused to replace a defective motor on my Peloton Tread, which is still under the companys stated 3-year warranty.I purchased a Peloton Tread on August 7th 2022 and it was delivered on August 15th 2022, Order 51A9-AD76, which includes a three-year limited warranty covering the frame and motor. The treadmill motor failed suddenly during a workout on June 19th 2025, and I contacted Peloton immediately to initiate a warranty repair or replacement. After speaking with the onsite chat I was informed that if it was in fact the motor that the technician fee and the repair fee would be covered under the warranty. This statement was also reiterated through email that since the diagnostic team determined the issue was the motor that the fee for the technician was waived, which it was. The customer support I received through email was from ******. My tread currently has under 800 miles total on it.An independent certified technician dispatched from Peloton evaluated the unit on July 11th 2025 and determined that the motor failure was not due to misuse or improper care, but instead the result of an internal manufacturing defect. He made it very clear on the phone to Peloton and in his report what his findings were. Despite this assessment, Peloton has refused to honor the warranty and replace or repair the defective motor and is requesting payment for the replacement.This refusal to honor a valid warranty is unacceptable and constitutes a breach of contract and a breach of warranty. I am requesting the BBB assist in resolving this dispute and encourage Peloton to comply with the terms of its stated warranty.

  Business Response

  Date: 07/22/2025

  Hello,

  We apologize for the frustration our Member has experienced and we understand how disappointing this situation has been. We are actively partnering with the Member to deliver their Tread base replacement under warranty. We are committed to resolving our Member's needs as quickly as possible.

  Customer Answer

  Date: 07/24/2025

  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.  They have remedied the situation.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Following a recent software update, the touchscreen functionality on my Peloton treadmill ceased to operate. As the device was no longer under warranty, Peloton required me to purchase a new screen for $600. However, after the installation of the replacement screen, it caused a complete loss of functionality on the treadmill, preventing it from advancing past the setup process. Despite Peloton replacing all other components, excluding the base, the treadmill remains non-functional. Peloton is now requesting an additional $1,200 for a replacement base. When I reinstalled the original screen, the treadmill operated normally, though the touchscreen capability was still absent. My position is that the replacement parts provided by Peloton are incompatible with the original unit, and I should not be held financially responsible for an issue that has resulted from their actions.

  Business Response

  Date: 07/08/2025

  Hello,

  Thank you for bringing this matter to our attention. We would like to start by apologizing for the frustration this situation may be causing the Member. We have reached out to the Member to discuss the issues with the Tread, and we have come to an agreement to submit a request for a major part replacement on the ***** at no cost to the Member. This will be a one-time courtesy, as the Member is aware that the Tread has been out of warranty since May 11, 2024. Normally, any repairs after the warranty period would be at the Member's expense. The Member has scheduled a repair date of July 14, 2025. We have assigned a Member of our Leadership Team to work with the Member until this matter is resolved. We appreciate your patience as we work diligently to resolve this issue.

  Customer Answer

  Date: 07/09/2025

  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:

  While I appreciate the ongoing efforts to address the issue, I need to confirm that the next step in the repair process replacing the base will fully resolve the problem. For clarity: my treadmill operates normally with the original monitor, aside from the touchscreen not functioning. However, when a replacement monitor is installed, the treadmill becomes completely non-functional.

  Regardless of warranty coverage, the replacement part introduced by the business is what rendered the treadmill inoperable. In my view, responsibility for that outcome rests solely with the parts provider in this case, Peloton.
  

  I remain cautiously optimistic that the scheduled repair appointment on 7/14 will correct the issue. I will provide an update following that appointment.

   

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

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

  Business Response

  Date: 07/17/2025

  Hello.

  Peloton has resolved the Members' case as of July 17, 2025. I have attached the Members' email list to the BBB Complaint ID# ********

  Hello,
  I am writing to inform you that the treadmill base replacement performed on July 14 has successfully resolved the issue. As such, I consider this complaint to be closed.
  Thank you for your attention to this matter.
  Best regards,
  ***** ******

  
  

  Customer Answer

  Date: 07/18/2025

  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

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Peloton Tread in December ******************************************************** 2023, after the warranty expired, the lower portion of the touchscreen stopped working. I adapted by using a filter button located in the still-functioning portion of the screen to access workouts. However, a recent Peloton software update relocated that button to the broken section, effectively rendering my Tread unusable.Although the machine is out of warranty, this issue is well-documented among other users and appears to be a known design flaw related to touchscreen durability. Peloton offered me a 15% and then 25% discount and free installation on a new screen, but I declined because I do not believe I should be required to pay to replace a defective component that should never have failed this quickly, especially on a high-end piece of fitness equipment that is marketed for durability.I am not a casual user. I own both a Bike and a Tread, have maintained my membership for years, and was selected to be a field tester for Peloton products. I participated without compensation because of my loyalty and consistent activity. I did not seek anything for free. I simply wanted to continue running on a machine I paid thousands of dollars for.After several attempts to leave a review on their website, all of which failed at the email verification stage, I am concerned that Peloton may be suppressing legitimate customer feedback. I am submitting this complaint to document my experience and to formally request full cost coverage for my screen replacement. I have attached supporting documentation, including photos and correspondence, and I am prepared to escalate this matter to small claims court if it is not resolved.

  Business Response

  Date: 07/18/2025

  Peloton is committed to providing our Members with the highest quality customer support. We have reviewed the Complainants report and determined that the Member's Peloton Tread has been out of warranty since December 13, 2022. Despite this, Peloton has made multiple good-faith efforts to assist, including offering (1) a discount on a replacement Tread Touchscreen, and (2) to waive the Technician visit fee. We are currently awaiting a response to the above offer, and will continue to work with the Member through our internal Executive Support channels to find a workable solution.

  Customer Answer

  Date: 07/18/2025

  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:

  While I appreciate Pelotons acknowledgment of the issue, I do not find the resolution satisfactory. The central concern is not simply that my Peloton Tread is out of warranty, but that the touchscreen failure is part of a broader (MUCH BROADER) pattern affecting many users, as my own research and submitted documentation demonstrate.
  
  This issue appears to be a known and recurring defect with the Tread touchscreen, and Pelotons continued decision to place the burden of repair costs on loyal customers, many of whom paid thousands for what was marketed as a premium, durable product, is unacceptable. Offering a partial discount on a screen replacement for a widespread failure, while waiving a technician fee, is not a meaningful solution. It is damage control.
  
  To be clear, I expect a full screen replacement at no cost, as a matter of principle and consumer fairness. If this matter is not resolved appropriately, I am prepared to escalate it further, including legal channels if necessary. I respectfully ask that Peloton take accountability and do right by its customers, not only in words, but in action. 

   
  

  Business Response

  Date: 07/24/2025

  Peloton is committed to continuously improving our products and our user experience, and addresses Member concerns on a case-by-case basis. We disagree with *** ******** characterization of the issue she has reported, including her suggestion of a "widespread failure."
  
  We appreciate *** ******** passion for the Peloton experience, and her long-standing commitment as a Member. It is for this reason we have offered her a notable discount to replace the touchscreen and have it installed for free, despite the fact that her unit has been out of warranty since December 2022. This offer also includes a one-year limited warranty on the new touchscreen.
  
  Peloton's offer to *** ****** remains open.

  Customer Answer

  Date: 07/25/2025

  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:

  Thank you for the response, but I need to correct several points.

  Pelotons claim that this is not a widespread failure is misleading. I submitted multiple screenshots of other customers reporting the exact same issue, many of whom described identical touchscreen malfunctions. These are not isolated incidents. I provided clear, dated documentation showing that this is a recurring problem affecting numerous users.
  
  Peloton also fails to acknowledge that the touchscreen failure is not consistent with normal wear and tear, especially considering the price and expected longevity of the product. This type of failure should not be happening so soon after the warranty period, and it raises serious concerns about product durability.
  
  Missouri law provides consumer protection when a product fails due to an inherent defect, even outside the warranty period. We have decided to pursue the issue through small claims court, and all further communication will take place through my attorney
  
  

   

   

   

   

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

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

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PURCHASE March 29, 2024 (Purchase/delivery date)PRODUCT Peloton Tread+ Treadmill DISPUTE My Peloton Tread+ has had persistent, unresolved touchscreen issues (unresponsive/erratic touch) since December 2024, within warranty. Over eight months and three screen replacements, Peloton failed to diagnose or resolve the underlying defect. Replacements only temporarily fixed symptoms; issues recurred.Peloton recently denied a refund and attempted to charge for further repairs, making the following disputed claims:Home Trial Irrelevant: Peloton cites a "home trial expiration date" (April 28, 2024) for refund denial. My claim is based on a warranty defect and their repair failure, not a trial period.Warranty Claim Invalid: Peloton claims current repair is "out of pocket" due to warranty ending March 29, 2025. The defect arose, was reported, and unsuccessfully repaired during the warranty. Under California's Song-******* Consumer Warranty Act, Peloton remains legally obligated to resolve this defect after failing reasonable repair attempts.Unsupported Power Issue Claim: Peloton suggests "inappropriate power" or GFCI/surge protector use, citing an internal "power loss" error. I have no external power issues; this is a new claim after 8 months. If internal, it's a Tread+ defect requiring warranty repair.RESOLUTION ATTEMPTS Yes, Peloton attempted resolution via multiple service visits and three touchscreen replacements. These failed to resolve the underlying defect (unresponsive/erratic touch). Their diagnostic efforts were insufficient, leading to recurring ***************** COMMITMENT Peloton committed to repairing defects under its Limited Tread+ Warranty. Most recently, they offered to replace the internal smart card and USB-C cable for $233.00 (plus taxes), claiming it's "out of pocket" due to warranty expiration, which I dispute.DESIRED RESOLUTION A full refund of the Peloton Tread+ purchase price.

  Business Response

  Date: 07/08/2025

  We're reviewing the member's complaint regarding persistent issues with their Tread+. We understand the frustration caused by recurring problems and the extended time it's taken to find a resolution. We're actively engaged with the member to find a resolution.

  Customer Answer

  Date: 07/14/2025

  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:

   Peloton's offer of a product replacement does not meet my requested resolution of a full refund. This product has suffered persistent, unresolved defects for eight months, despite multiple failed repair attempts under warranty. Under California's Song-******* Consumer Warranty Act, I am entitled to a refund due to their inability to repair the product within a reasonable number of attempts. Their offer ignores my consumer rights and my loss of confidence in the product's reliability.

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

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

  Business Response

  Date: 07/24/2025

  The Members concerns have been revisited and, following further discussion, weve reached a mutual agreement on a refund amount and return of the Tread+. We consider this matter resolved and will ensure the agreed-upon terms are completed accordingly.
  

  Customer Answer

  Date: 07/25/2025

  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

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a peloton bike I purchased directly from Peloton but cancelled the service a few years ago. When I went online to get the app their website had a bunch of options and I picked the highest cost plan and paid it for the year. Once I started the bike up it ***** work. After calling Peloton the *** noticed that the app we purchased under my wifes email ********************* was not the correct app. The *** guided us to reset up the app on the bike which was associated with my email *********************** The *** ***** cancel the incorrect app and now they said they could not refund the wrong plan I paid for the year or apply it to the correct plan. Their website to setup makes no sense and their customer service after helping me ***** cancel the incorrect one, even though they knew. Just a cheap way for peloton to get more money with their failing model.

  Business Response

  Date: 07/02/2025

  Hello.

  Thank you for bringing this matter to our attention. We apologize for any confusion regarding our App+ and All-Access Membership. Our records indicate that the App+, our Annual App, was purchased on May 16, 2025, with a 30-day free trial period. After this trial period, the Member would have been charged the annual fee of $199.00 plus taxes, with the charge processed on June 16, 2025. The Member has maintained an All-Access Membership since August 2020 and has made consistent payments since activation. Our Support Team informed the Member that they cannot use the same email address already associated with the All-Access Membership. The Member was made aware of this information, yet they still chose to proceed with the 30-day trial, knowing that the charge would occur on June 16, 2025, for $199.00 plus tax. A Member of our Leadership Team will contact the Member soon to address and clarify any confusion. We believe this issue can be resolved.

• Initial Complaint

  Date:07/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021, I bought a peloton for MD. In 2022, I bought a 2nd bike for ********. I wanted to buy a cheaper bike (Yesoul). In attachment 1 & 2 I asked whether I could use same Peloton membership, was told yes (an important factor in my decision). I called Peloton, asked whether I had to pay for 2 memberships, was told no. I invested in the bike per their assurance. Had I been told yes, I would not buy the bike from them. As you see in the attached messages (3 & 4), I emailed them about login, was told just like normal (no reference to 2 memberships) and showed me how to login with 1 ************** paid for it for the next 2.5 years. Out of 4 accounts (attachment 5), I use/pay only for 1 which is active and has been. I login to a bike from either location using that account. I am the ONLY user of bikes. In the past 2.5 years, I logged into the bike twice using the deactivated account by mistake, was charged twice in that month for 2 memberships. As soon as I saw that, I called Peloton, explained what happened, they acknowledged that I did not need to pay for 2 memberships and refunded my money for the 2nd membership twice. They deactivated the other account, ensured everything was fixed, told me not click on the deactive accounts. After 2.5 years with 2 bikes, Peloton is forcing me to pay for 2 memberships (despite what I was told at the time of sale). The fact that they refunded me twice makes it obvious this was their practice and how they sold me 2 bikes. Now they say this was a training issue (6th attachment), they offered to give me a free membership for 3 months. If this is their training issue/error, why should I pay for an additional membership that I was told I dont need. This is dishonest/misleading. I would like Peloton to honor what I was promised. Otherwise, since they agree this was a training issue (6th attachment) for years, then Peloton can refund over $2550 (bike and insurance), take the bike back? I will buy a cheaper bike for 2nd location.

  Business Response

  Date: 07/05/2025

  Thank you for bringing this to our attention. The Member's concerns about Pelotons policy requiring two separate Memberships for devices of the same type - in this case two Peloton Bikes, has been thoroughly reviewed. We understand the Member's frustration, particularly given the previous assurance received about using a single Membership and the historical refunds provided for duplicate charges. We recognize that this situation has caused confusion and dissatisfaction.
  
  Upon investigation and the Members escalation to leadership, we acknowledged that misinformation was provided to the Member at the time of purchase and in subsequent interactions with a couple of our agents. We have since provided correction to those agents to prevent future occurrences. The Member also received the correct information on multiple occasions, including with leadership. We advised the Member that the Peloton Terms and Conditions found on our website (**********************************************************) have always reflected that an All Access Membership covers the primary account owner and everyone in one residential location (up to 20 profiles), for one of each type of Peloton equipment. We sincerely apologized for the miscommunication and any inconsistency in our past guidance and actions, including the previous refunds, which inadvertently contributed to the Member's misunderstanding of our policy.
  
  While we're unable to accommodate the request for a refund of the Bike or its associated charges, or to operate both Bikes under a single Membership, we are committed to addressing the inconvenience caused by this oversight. As a gesture of goodwill, we're providing the Member with three months of complimentary Membership for the second required subscription. This offer is intended to help ease the transition to the correct Membership structure and acknowledge the impact of the misinformation.
  
  We value the Member's commitment to Peloton and regret that this issue has negatively impacted their experience. We are committed to ensuring this information is more visible and clearly relayed to our support team to help prevent similar misunderstandings and improve future interactions.
  

  Customer Answer

  Date: 07/07/2025

  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:

  [Pelotons response is not true and there was never a misunderstanding on my part. It was very clear what I was told at the point of sale.  I asked a specific question and was told that I do not need 2 memberships.  Now they are being dishonest to call this my misunderstanding when their own emails states that this was a training issue on their part.  This is even worse because they are not saying that it was their training issue and now they dont want to stand by it, but they are lying and want to blame me for this. What am I supposed to do in 3 months with an extra bike? Are they asking me to move my bike from that location and not exercise there? Is that even a reasonable response? They messed up and now they are asking me to move my bike after I invested in a 2nd bike and paid a lot of money. 

  I am even willing to have my camera on every time that either of these bikes is being used so they can see this is only me exercising. Obviously, I will not be buying another peloton bike as I had planned, but until I have these two bikes working, I would like for them to do what was promised to me when I bought the bikes.  I have attached when I was refunded the memberships. I was never told at that point that I need 2 memberships but was told to login with one membership from two places. If this was my misunderstanding, why would they refund me? If this was my misunderstanding, wouldnt you think they would have shown me and told me that I needed 2 memberships at that point instead of refunding me? If this was my misunderstanding, how come for the past year and half Ive been doing this without any issues? How come they have allowed me to use two bikes to login. This doesnt even make sense.  Honesty and integrity Is an important aspect of any corporation something that Peloton obviously doesnt have. They are now resorting to dishonesty. I do not accept the response as a reasonable and honest answer. My request has not been answered, and I would like it to be answered properly and honestly. ****** ]

   

   

   

   

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

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