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

  140 W 23rd Street New York, NY 10011-9404

• 

  Peloton Interactive, Inc

  100 City Centre Dr Mississauga, ON L5B 2C9

• 

  Peloton Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton Interactive, Inc

  3401 Dufferin St North York, ON M6A 2T9

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:11/02/2023

  Type:Order 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 2018 for ~ $2,800 and I pay a monthly subscription of $44. I recently received a pop up window asking to upgrade the software which I did. Immediately after the update the touch screen quit working. I was able to get the bike to work with a wired USB mouse, but this is not ideal for using the device.I contacted ******************** support and they told me I am unable to revert/downgrade to my prior software version and that my only course of action was to replace the monitor/computer for $250 (discounted from $400).I am frustrated at this since I believe the issue is due to a bug in the software upgrade. I searched online and found many others with the same complaint/issue.My ask is that Peloton either help me revert my software version and prove/disprove that the issue is software related, or send me a replacement device at no charge.

  Business Response

  Date: 11/13/2023

  Hello,
  We hope this finds you well/in good spirits! We understand the frustration this situation may have caused, and we sincerely apologize for any inconvenience. Our aim is to ensure that your experience with us is nothing less than excellent. Our Leadership Team is currently looking into this matter and will reach out to you directly to help get you back on track.
  
  In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email ************************************** We are here to help, and your satisfaction is our top priority.
  
  Have a great day!

• Initial Complaint

  Date:10/31/2023

  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 bike+ on October 2021. I had the extended warranty (the longest warranty offered at the time we purchased the bike). We had several problems with the bearings which resulted in three replacements in two years. All of this was covered under warranty until the most recent issue. Our warrant was set to expire in early October 2023. When we purchased the bike+ we were told by Peloton employees and the several different repair technicians who services our bike+ that we could pay to extend the warrant another two years as long as we called to request it and pay before it expired. We called Peloton twice before the warranty expired and both times the company refused to allow us to pay for another extended warranty. This was contrary to the company statements over the past two years. While the bike + was still under the original warranty we had bearings go out again for our wheel. A technician came in September to replace the bearings and the wheel became worse. The technician put notes in the repair (that was under warranty) that he couldnt fix the bike and we needed a new one. We obtained a screen shot of the technicians notes as evidence. We were advised Peloton would contact us for the replacement but we never received a call. We finally called them and after a lot of discussion the representative saw the notes left by the technician and agreed to replace the bike for us. The order was submitted and we were told a scheduling team would call us. No call was received and we called to be told our order was cancelled due to more information needed. Peloton never requested more information and cancelled our order without telling us. We called to request a manager and we were out on hold for nearly an hour, when the company hung up on us and refused to call us back or resolve this issue. The bike+ is broken under warranty and the company is refusing to honor the warranty repair and replace the bike +.

  Business Response

  Date: 11/15/2023

  Hello,
  We understand the frustration this situation may have caused, and we sincerely apologize for any inconvenience. Our aim is to ensure that your experience with us is nothing less than excellent. Our Leadership Team is currently looking into this matter and will reach out to you directly to help get you back on track.
  
  In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email ************************************** We are here to help, and your satisfaction is our top priority.
  
  Have a great day!

• Initial Complaint

  Date:10/27/2023

  Type:Customer Service 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 been a peloton customer since January 2021. Recently ordered a touchscreen monitor for my bike plus on 10/15/23. I have been on the phone or online chat with customer service reps 3 different occasions in the last week trying to get updates on why it had not shipped and when it would ship. Each time after being disconnected and having to call back I have been consistently told that it was an issue with the logistics at the delivery partner and that they would work with the delivery partner and provide me an update within 24 hours. That has never happened after being told this 3 times. I asked to speak with a manager this last time and was told they were busy and would call me back within 2 hours and that did not happen either. This is horrific customer service and no one is interested in assisting. Im spending monthly service fees for my bike but cannot use the service without a functioning screen. There has been several promises but no action or follow through.

  Business Response

  Date: 11/15/2023

  Hello,
  We understand the frustration this situation may have caused, and we sincerely apologize for any inconvenience. Our aim is to ensure that your experience with us is nothing less than excellent. We will make sure your information is sent over to our Leadership Team for further review.
  
  In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email ************************************** We are here to help, and your satisfaction is our top priority.
  
  Have a great day!

  Customer Answer

  Date: 11/17/2023

  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]

  The business has made no effort to contact me to resolve my issue, explain the reason behind why after 1 month my item has not been shipped, nor offer to provide a credit for the service that I pay for but cannot use due to their lack of follow through and delivery of my new touch screen.

  The heart of my complaint is the lack of customer service and lack of interest in addressing my issue.  This response completely proves my point.  Why would I try calling or emailing the company again when my previous several attempts at that have resulted in no progress.  They need to contact me (someone in leadership or management) should contact me!

   

   

   

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

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

  Business Response

  Date: 12/06/2023

  Were sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track.
  

• Initial Complaint

  Date:10/27/2023

  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.

  Filing a complaint against Peloton Interactive, Inc. due to multiple customer service issues. I started with ******************** in October 2022, and in spring 2023, a recall was issued for the bike's seat, which I understand. Initially, they promised a "curiosity month" free due to my unawareness of membership pausing during the recall. Regrettably, I never received this "curiosity month."I recently contacted Peloton regarding three specific issues through their website's chat feature:- Missing Bike Shoes: Promised but undelivered - One Month Free Membership: Promised as one time courtesy - Buyout Option: An expressed interest In a 45-minute chat with a Peloton representative, I only received the bike shoes. My other concerns were unaddressed, and I was redirected to another department. I requested an escalation of my concerns, with the assurance of a supervisor contacting me within 48 hours. Unfortunately, no one from Peloton reached out, and my membership was canceled without notice.I also attempted to call Peloton but was left on hold until the call disconnected. The phone number, ************, seems non-functional.This situation is deeply frustrating. After the "curiosity month" offer, I expected better assistance and not the cancellation of my membership without resolving my concerns. I kindly request the Better Business Bureau's intervention to reinstate my membership and address these issues, as a company of Peloton's reputation should maintain higher customer service standards.

  Business Response

  Date: 11/15/2023

  Hello,
  We understand the frustration this situation may have caused, and we sincerely apologize for any inconvenience. Our aim is to ensure that your experience with us is nothing less than excellent. Our Leadership Team is currently looking into this matter and will reach out to you directly to help get you back on track.
  
  In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email ************************************** We are here to help, and your satisfaction is our top priority.
  
  Have a great day!

  Customer Answer

  Date: 11/15/2023

  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:

  I am writing to bring your attention to the ongoing issue I've been facing with Peloton Interactive, Inc. Despite my repeated attempts to resolve the matter, the response from Peloton's representative has been minimal, if not entirely absent.
  I initially contacted Peloton regarding my complaints, and despite my efforts, I am yet to receive a satisfactory resolution. I've explicitly requested a call to address the matter comprehensively, but regrettably, this has not transpired.
  My attempts to communicate via email and phone have led us to file a complaint with *******, as the situation remains unresolved. I emphasize the importance of a human, personalized response over a generic, computer-generated one, as I believe my concerns require direct attention and understanding. 

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

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

  Customer Answer

  Date: 11/29/2023

  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:

  This is another computer generated response. Ive called and I even tried to communicate via email and social media, no one responds or follows up.

   

   

   

   

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

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

  Business Response

  Date: 06/10/2024

  We apologise for the Member's previous experience. A member of our Team reached out to them on October 30th and continued to assist until a resolution was reached and the case was closed as of December 1st, 2023 with their Membership remaining active to date.

• Initial Complaint

  Date:10/25/2023

  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've had a Peloton Tread for just over a year and purchased the 3-year extended protection plan. On September ******************************* a loop and after working with customer service it was determined that a replacement screen was needed. An order was placed and a tracking number was sent to me. After a week the touch screen had not gotten any closer and is still in the same location today - supposedly at a warehouse. I contacted Peloton again and on October 15, another new touchscreen was ordered. This time I did not receive a tracking number. On October 25, I called again to see where things were at. The agent told me they had switched shipping vendors but he would contact someone to figure it out and get back to me within 24 hours. It's been 48 hours and I have not received any communication from him. I had also requested to speak to a manager and he said they were all in a very long "meeting." This issue has been going on for over 5 weeks and there is no end in sight. They did comp my membership a free month but that doesn't make up for the fact that I can't use my treadmill. There has been no transparency with my issue which doesn't seem that difficult to resolve. I would not recommend buying any Peloton products since they cannot seem to resolve my issue in a timely manner. Their customer service on this issue has been horrible.

  Business Response

  Date: 11/14/2023

  Hello,
  We understand the frustration this situation may have caused, and we sincerely apologize for any inconvenience. Our aim is to ensure that your experience with us is nothing less than excellent. Our Leadership Team is currently looking into this matter and will reach out to you directly to help get you back on track.
  
  In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email ************************************** We are here to help, and your satisfaction is our top priority.
  
  Have a great day!

  Customer Answer

  Date: 11/16/2023

  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:

  This is the exact same response that I have received each of the 10 different times that I have called to get my issue resolved. 6 times I have been told that someone at Peloton would get back to me with an explanation or a resolution. I am still waiting to hear back. It has now been 60 days since this issue began. How long is reasonable to wait to get a replacement touch screen or a replacement treadmill? What good is my extended protection plan if Peloton is not going to honor it? They **** you in with the flash and famous instructors but cannot support any of their hardware or software issues. What a scam!

   

   

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

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

  Business Response

  Date: 12/06/2023

  Were sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track.
  

• Initial Complaint

  Date:10/25/2023

  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 originally called Peloton for a service issue at the end of August and paid a service call fee of ******. We were told we would be called by Flagship Mgmt to schedule a service repair within 10 days. This did not happen, so we called back several times. Finally, a service technician came out on September 28th and despite knowing what the problem was, was not able to fix the bike. He kindly got on the phone and spoke with Peloton to order more parts and charge me yet another ****** for parts. He instructed me to reach out directly to Flagship Mgmt when I received my parts which came two days later. Flagship ignored my messages three times until yesterday when someone reached out and said they were coming today (October 25th) between 12 and 2 p.m. I rescheduled patients so I could be here during the appointed time. Finally, at 4 pm I reached out after no one showed up and was told the technician should have called me to tell me he couldn't come. So now I have been with a bike in need of repair for almost two months, am almost ****** in for said repairs, but have been stood up by this company yet again. I also lost a day of income today so that I could be here all afternoon waiting for them.

  Business Response

  Date: 11/13/2023

  Hello,
  We hope this finds you well/in good spirits! We understand the frustration this situation may have caused, and we sincerely apologize for any inconvenience. Our aim is to ensure that your experience with us is nothing less than excellent. Our Leadership Team is currently looking into it and will reach out to you directly to help get you back on track.
  
  In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email ************************************** We are here to help, and your satisfaction is our top priority.
  
  Have a great day!

• Initial Complaint

  Date:10/23/2023

  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 gone through the return process with my treadmill because of the treadmill recall. The amount of the promised refund was incorrect so I spoke with Peloton starting on October 2 and have several emails and case numbers to this effect. My treadmill was picked up by Peloton on 10/13. No refund has been issued. Each time I call, I am given a different case number and an incorrect refund amount. Each time, I have to escalate the issue. I've just called because I have not yet received the refund and have been promised that this will be issued but it is again for the wrong amount. I have had EIGHT phone calls with them. They have received the treadmill. I have no refund - correct or incorrect amount.

  Business Response

  Date: 11/14/2023

  Hello,
  We understand the frustration this situation may have caused, and we sincerely apologize for any inconvenience. Our aim is to ensure that your experience with us is nothing less than excellent. Our Leadership Team is currently looking into this matter and will reach out to you directly to help get you back on track.
  
  In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email ************************************** We are here to help, and your satisfaction is our top priority.
  
  Have a great day!

  Customer Answer

  Date: 11/15/2023

  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:

  I have made multiple phone calls. I have multiple case numbers out there all with the promise to make it right. Yet, I continue to have to call to try and resolve this issue. 

   

   

   

   

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

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

  Business Response

  Date: 11/17/2023

  Hi,

   

  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. Our team has submitted your refund as of 11/14/2023. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

• Initial Complaint

  Date:10/20/2023

  Type:Sales and Advertising 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.

  It has been over a month since our rower touch screen broke and we still have no repair date set after an absurd amount of back and forth. Our unit is under 1 year old. 9/9/23- Our rower touch screen broke after a software upgrade. 9/16/23- I waited 45 minutes to reach someone on Pelotons customer service chat for the chat to be disconnected. 9/17/23- Peloton emailed with instructions on a hard reset, which didnt work. 9/19/23- Peloton responded that they would set up service. 9/21/23- Peloton emailed to indicate that a service tech at AIT will be completing our order. 9/23/23- I got an email from AIT stating that they are working on scheduling my repair. 9/24/23- I responded, requesting a call. I did not receive one. 9/25/23- I received a response indicating that they were working on our order, and we would get a scheduling link within 48 hours. This never happened. 9/28/23- I called AIT for help. I was left on hold for over 30 minutes to be told they could not help. 10/5/23- We finally received an email with a scheduling link for our repair. When we clicked the link, they had already chosen a date. We clicked the option to Choose another day which indicated that there were no other date options. The response was to wait for a new scheduling link. 10/9/23- We received a second scheduling link for Oct 11th. My husband and I rearranged work schedules so that someone could be home and present for the repair. 10/10/23- I received a call from AIT close to 6pm indicating that the repair for Wednesday no longer worked, and he had no clue how it got offered because the tech was nowhere in our area. My appointment was rescheduled for October 13th. I took off work on that day to be present, and nobody ever showed up to repair our unit. 10/12/23- I sent an email to Peloton directly, summarizing the above frustrations and their response was that Peloton has no control over AITs schedule. It is now oct 20th and we have no repair date scheduled.

  Business Response

  Date: 11/13/2023

  Hello,
  We hope this finds you well/in good spirits! We understand the frustration this situation may have caused, and we sincerely apologize for any inconvenience. Our aim is to ensure that your experience with us is nothing less than excellent. We will make sure your information is sent over to our Leadership Team for further review.
  
  In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email ************************************** We are here to help, and your satisfaction is our top priority.
  
  Have a great day!

• Initial Complaint

  Date:10/18/2023

  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.

  Peloton decided to update its software which has now caused a glitch that cannot be solved. The bike does not calibrate; the technical support over the phone ask you to do everything in the book to no avail. Spent three days and hours with multiple ones (and over 25 minute waiting time because they are overwhelmed with calls like mine) to in the end tell me the issue cannot be resolved. You are then asked to order a technician for $160 to come inspect the bike. This is even though the bike was and is in perfect condition up until the morning it did an AUTOMATIC upgrade. When asked why do an update to the bike that I did not ask, I was told everyone's bike was installed the new software upgrade without the owners approving it. The new upgrade is supposed to have new entertainment features but it messes up the bike. On October 16 the technician checked the bike and said it's beyond repair and that Peloton knows this. The bike is not even three years old. This is insane! In addiction to this, I am paying for a membership and cannot even use the bike. There are so many people having the same issue and Peloton is looking the other way.

  Business Response

  Date: 06/24/2024

  We appreciate you sending this information over to us. We were able to review ****'s history and confirmed the member was offered a vast discount off of their Frame leading to a successful Frame Swap. We are happy to confirm this has been resolved. We have reached out to the members to confirm their resolution and look forward to celebrating many more milestones together! Members like Aura make Peloton great!

• Initial Complaint

  Date:10/18/2023

  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.

  Peloton tread was purchased January 26, 2022 by ********* and delivered 2 months later... ********* is a client of mine and fell on hard times shortly after her purchase and instead of returning it I purchased it from her. The tread quit working July 5th 2023 which makes it JUST over a year old. I called Peloton and it wasn't under warranty so I purchased a part and paid $150 for a tech to come out to the house. I scheduled the day to have it fixed and the tech that came out told me it was the base/motor that needed to be replaced. I called Peloton and they fought with me and told me it was the arms. I paid for the arms, the 2nd tech came out and said he had the wrong part, they sent him with the old tread parts I have the new tread. He looked at it while he was there and saw that it was the wires which was a fire hazard and also said it was the base/motor. The 3rd tech came with the correct arms and it did not fix the problem. He ALSO said it was the base/motor. I called Peloton they once again fought with me, saying it was the arms. They finally scheduled the tech to come out with the base. The 4th tech showed up with the arms AGAIN! He checked a couple things and said it was the base AND the screen due to the electrical issues of the tread. I called Peloton AGAIN and was told I would be getting the new parts. I never received a notification on shipping so I called again only to be informed that it was cancelled! No contact by them just cancelled. Their reasoning was because it was 2nd hand. I have in writing that they agreed to the base being free because of everything that I have expressed above, I have had to take multiple days off of work and pay someone to cover me. I have paid for wrong parts. The tread isn't very old. I have had multiple senior supervisors tell me this has been resolved. Nothing is resolved and they now hang up on me when I contact them. I could continue but this is all cut short because I am limited on words. I am giving you the main pts.

  Customer Answer

  Date: 11/12/2023

  At this time, I have been contacted directly by Peloton regarding complaint ID ********, however my complaint has NOT been resolved because:

  They replaced the base but not the screen which I was told would happen. They refunded 159 but it was less than they told me they were going to refund. My tread still doesnt work, they are supposed to come back but they are only saying it is to diagnose the tread which will be the 5th time someone has been out. They wont tell me if it is going to be fixed the same day. They never seem to know what is going on, notes between techs that come out and company and all employees that I talk to never seem to be documented. 

  Still very unhappy and extremely frustrated!

   

   

   

   

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

  Sincerely,

  ******* *

  Business Response

  Date: 11/16/2023

  Hello,

  Thanks so much for taking the time to leave a review, we really appreciate the feedback. Were sorry to hear about this and we would love to turn your experience around as soon as possible. Our team is currently looking into it and will reach out to you directly to help get you back on track. In the meantime, if you need anything else at all, please do not hesitate to contact us on ************, or email *************************************

  Have a great day!
  

  Customer Answer

  Date: 11/22/2023

  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]

   Still waiting for this issue to be resolved. Communication is poor. 

   

   

   

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

  
  Sincerely,
  
  ******* *
  
  
  
  
   
  

  Business Response

  Date: 06/08/2024

  Thank you for bring this to our attention! We sincerely apologize for the confusion and failed repairs. We replaced the entire Tread earlier this year and confirmed the Tread is now fully functional! Members like ******* are essential to our growth and your feedback helps us make changes to better our member experience! We are happy to report this has been resolved!