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

  754 758 Main St West Vancouver, BC V7T 0A5

• 

  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:09/14/2023

  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 peloton tread in March of 2022, which came with a 1-year warranty. I also purchased 27 months extended warranty because it was a very expensive equipment. On Sunday September 10th when i went to use the treadmill it would not work. It was asking for my passcode, but nothing would happen. It gave me a message to call their service 866 number for assistance. The individual on the phone tried to troubleshoot the device by asking me to do factory reset but with no luck. he asked me for photos so he can submit a claim for a repair. At 1st he told me that my warranty was up, and it would cost me approximately $2,000 for the repair because I needed a new base. I told him that i have extended warranty. I was told he had to confirm that and after few minutes on hold he came back and confirmed my warranty and told me it would be covered under that. He told me that I would need a base swap and i would hear from their team in ***** hours. 72 hours went by and nothing, so I called again. I spoke with a different person this time and he said my claim didn't go anywhere because the person from Sunday didn't put the proper info in. So, at that time we went thru the same process documenting everything and me sending them photos. After all that i was told that he was going to expedite the process and i would hear back the next day. Needless to say, it is 2 days later and still no solution to fix my $3,200 treadmill. I recently joined several peloton ******** groups to see if anyone had the same problem and I'm seeing that I'm not the only one. I've been calling every day and I just get a lip service from the individuals that answer the phone. I've asked to speak to supervisor and was told he was not avail available both times. Thye are getting rude when i insist and tell me that the supervisor won't tell me any different and end the conversation. I still owe $2,000 on my treadmill loan and i have useless piece of equipment. I'm extremely upset and disappointed. I just want my tread to either replaced or repaired, it is still under warranty.

  Business Response

  Date: 09/15/2023

  We apologize for this Member's experience. The base swap has been approved by our Hardware Software Specialist Team, and the Member has scheduled the service appointment for 10/4/23.

• Initial Complaint

  Date:09/14/2023

  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.

  We purchased our Peloton in February 2021. A few days ago when I was running on the treadmill, it stopped while I was in the middle of a run. It said the safety key was pulled. The safety key had not been pulled and I had to restart the treadmill. Two minutes later it happened again. My husband was on the treadmill the next day and the same thing happened to him and he wasnt using the safety key. Now our treadmill wont even start because it thinks the safety key is pulled. My husband called Peloton and they are saying we have to replace the whole bar which will cost us $1000 after spending nearly $4000 for this treadmill only 2.5 years ago. When I was running and it stopped abruptly I was completely startled and and had to grab the handle bar because I wasnt expecting it to happen mid run especially because the safety key hasnt been pulled. For it to then happen again several minutes later and then again while my husband was mid run is dangerous and unacceptable. Peloton should either replace the part at no charge or give us a new Peloton as this is a safety issue.

  Business Response

  Date: 09/15/2023

  We apologize for this Member's experience. We were unable to locate this Member's account with the information provided. We will need this Member to reach out to us in Member Support so that we may provide further assistance.

• Initial Complaint

  Date:09/13/2023

  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.

  My tread mill broke and have been waiting 2 weeks for a appointment to repair my tread. I have a extended warranty and it seems like I just wasted my money. I have called daily and havent heard from peloton yet about my repair or even a appointment to fix.

  Business Response

  Date: 09/14/2023

  Thank you for reaching out to us regarding your experience. We have also reached out to your agent assisting you at this time with your escalation. If the agent did not provide you with the contact information for *********** appointment let me provide that to you: *******************************. We have also sent communciation to them as well. Thank you for your patience and for being the best part of Peloton. 

• Initial Complaint

  Date:09/13/2023

  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.

  Peloton issued a seat post recall on May 11, 2023. I immediately requested the replacement part. When informed that the replacement would take a significant amount of time (four months, in my case), my wife and I requested a refund for the initial time we were unable to use the bike.We were told that, due to company policy, no refunds would be offered but that we could, instead, pause the membership.I called shortly after receiving the response email and was told that it was correct, no refund would be offered. I requested to have my membership paused, which I was told could be done.After checking my bank account, I have found that Peloton did not pause my membership but, instead, decided to continue charging my account. I spoke with ******************** customer service over chat and was told that they do not offer refunds in the seat post recall case. This, however, is a different matter, resulting not just from the recall/defective seat post we'd been sold, but from a failure to pause the account as verbally requested.I have requested a four-month adjustment to my bill, either in a refund *or* a credit to my account. I think that is more than reasonable. Should it be denied, I would seek the amount plus damages.I think this is a fairly simple request. Peloton customer service denied it, and the promised call from a supervisor did not materialize. I leave it to them to do the right thing and work with a twice wronged customer.

  Business Response

  Date: 09/14/2023

  Thank you for reaching out to us regarding your issue. We see according to your workout history, you have a consistent workout during this time you are requesting a refund. We are not able to provide you with a refund due to the use of the Membership during this time. We would advise you to reach out to your bank to dispute this charge if you feel it is in error. 

  Customer Answer

  Date: 09/18/2023

  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:

  Peloton failed to pause the membership as promised by customer service. Whether I utilized the product following this failure is irrelevant, as the bike and its app can be utilized without an active All-Access membership. A user would not be aware that they have reached a limit of allowed classes without prompting from Peloton, which did not occur as a result of their failure.

  The company's response further obfuscates the truth by stating that regular workouts have continued. They have not. Not only were the workouts greatly reduced in frequency (as we thought we were under non-membership limits), but the bike was not utilized in full as a result of the bike being defective/under recall. As a precaution, I did not use the bike (my husband did) due to being pregnant, and not wishing to risk the seat post defect.

  The claim remains, and for good reason.

   

   

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

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

• Initial Complaint

  Date:09/13/2023

  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.

  My Peloton treadmill was throwing an error code and the tread stopped while running. During this time the treadmill was under warranty. The only tech support that was needed/provided was to do a reset of the tread and attach and reattach the safety key. This problem happened in the same way a few times and the length of time between occurrences was spread out. As time went on the events became more frequent. I continued to do what they told me to do to fix the problem which was to restart, or unplug for x amount of time and replug or do a hard reset. This worked a few times. Eventually, the problem continued happening in the same exact manner with the same identical error codes except they were more frequent, now happens every time I use the treadmill and the restart/reset is no longer working. Now the treadmill is out of warranty and they say that I have to pay for the $800 part to replace it. Their service technician came to my house and wrote up a report saying that the malfunction is due to faulty wiring that happened during delivery/assembly. They need to replace the handrail. Never was this option given when I had the problem when it was under warranty. Now that it's not under warranty having the same problem they are saying I have to pay. Even though their technician reported to them that the problem stemmed from their delivery/setup.

  Business Response

  Date: 09/14/2023

  Thank you for contacting Peloton. We were looking over your information and wanted to offer additional assistance. We have notified the agent you are working with ticket number: ******** to assist you further. They will be requesting a video of the issue you are experiencing to assist you further. Thank you for being the best part of Peloton.

• Initial Complaint

  Date:09/11/2023

  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 thie peloton plus bike on January of 2021, for the last year going back to 2022 I started having problems with the belt cover (in place of a bike chain ) cracking for no particular reason . I called peloton support and explain what happened to the bike cover and they would just sent out a new cover, well this went on for almost year. So the last time it happened I spoke a supervisor by the name ******* and I informed her of the problem I was having and that my issue was not being resolved. So ******* offer to pay for a repair guy to come out and check the bike out if I would pay for the parts . So I paid for the parts and the repair guy came out, he installed the parts and said that if the cover cracked again to contact peloton support and informed the that it my need a new frame . The cover lasted less the 3 weeks and it cracked again . I reached out to ******* over 4 or 5 times over email and not once did she return my emails. So I called customer service and explain to them what was going on and if I could speak to manager to explain my situation to them because now they were refusing to do anything for me because the bike was now out of warranty, I explained to the customer service people that this was an on going issue with the bike and that my issue has never been resolved.

  Business Response

  Date: 09/12/2023

  We apologize for this Member's experience. This Member's Bike was delivered 1/22/21, they did not purchase an Extended Warranty, and their Limited Warranty expired on 1/22/22. All future service from that point on must be out-of-pocket. Our Team provided multiple service orders out-of-warranty at no cost to the Member as a courtesy. To proceed with a Bike frame swap, it would need to be paid for at cost. The Member is welcome to contact our Member Support Team anytime to purchase.

  Customer Answer

  Date: 09/19/2023

  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 reason I feel 

  My complaint hasnt been fulfilled is because the know issues with the cover was before the bike went out of warranty, so therefore if you know you have an issue with an item on your bike and you failed to fix or find out whats causing the issue or problem with the same item that keeps breaking without finding a resolution or a fix instead of saying well the bike is now out of warranty so now you can purchase the parts on your own. I expect more from a multi millionaire company.

   

   

   

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

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

• Initial Complaint

  Date:09/10/2023

  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 bought my bike in May of 2022. It was delivered and the screen didn't work. I asked to send the bike back and have a new one sent. The replacement arrived a few weeks later. I went to use the bike the beginning of September 2023 after not riding for a bit due to a foot injury. I scrolled through the classes on the screen after having to restart the bike twice because the screen would freeze after starting a firmware update. The third time I am able to bypass the update (that froze on 1%) *** started a class. As I was pedaling, I realized my resistance was not right, as it was too easy to pedal at the 40 the bike+ said it was at. I went back to the menu/settings and did a calibration. The update screen came on again, and attempted to start the firmware update. It again froze. After attempting a factory reset, going through the menu, it froze again after it calibrated the bike. I called the support line for peloton which had me perform all the same steps I'd done kept ending up with a frozen screen. Multiple reps told me I would get an email from support with next steps and I have yet to get an email outside of a survey on my support experience. After about 6+ hours on the phone with support and about 200 different resets, unplugging, etc, I am still left with a bricked bike with less than 100 rides on it, and one recommendation to purchase a new screen. I do not find paying an additional $400+ for a new screen (when my screen worked fine before this update) is acceptable for a bike that is just over 2 months past the year warranty. Their update did something to my screen and now my $2300 bike is worthless unless I attempt to try a new screen at my expense. My 6 year old has an iPad I bought him going strong after 3 years of hard use, while I barely used my screen outside of a few taps for class selections. The solution I would like is for Peloton to stand by their product and replace the screen or bike that worked fine before this software update.

  Business Response

  Date: 09/11/2023

  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.

  Customer Answer

  Date: 09/22/2023

  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:

  I have yet to hear from Peloton like stated in their response to my complaint. I had to order a new screen and hopefully that fixes my bikes issue, tho not the issue of their update causing it to not work. Still unsatisfied with the company's support and lack of customer support to find a resolution to this issue.  

   

   

   

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

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

  Customer Answer

  Date: 10/16/2023

  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:

  [I have emailed and called multiple times with no resolution. I was told my case would get escalated and sent to soemone who could helpand the only emails I have recieved from Peloton were surveys asking to rate the support i recieved. I filed with the ** Attorney General as this is vile and unprofessional from a 'luxury brand' that is supposed to be top notch. I am still out an additional $1100 for 2 tablets that never should have been replaced/ordered as my bike had minimal usage and worked perfectly before this update. ]

   

   

   

   

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

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

  Business Response

  Date: 06/05/2024

  We understand the frustration the member must have felt regarding the issue you reported. Since then, our support team has provided a resolution by assisting the member with a purchasing a new touchscreen, ensuring the product is fully functional again.

• Initial Complaint

  Date:09/08/2023

  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.

  The bike does not work and I am requesting not to be billed until the bike is fixed by peloton. I was told I will be billed since I opened the app.

  Business Response

  Date: 09/11/2023

  Unfortunately, we are not able to pause any payments due to this being a rental product. The terms and conditions were made clear in the rental agreement the member signed, also here: ******************************************************. We have arranged for a service tech to go out to the member's home to assist with the reported issue. Additionally, a one time refund of $94.34 has been processed.

• Initial Complaint

  Date:09/08/2023

  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.

  On July 12, 2023 I ordered a Peleton bike plus I paid *******. on August 4, 2023 my bike was delivered. The men just put it on the mat and left. I attempted to ride the bike but it was shaking. I called Peleton and I had to calibrate the bike. On September 6, 2023 I was riding the bike and it had a noise I called Peleton and they said they would replace it but it would have to be approved could take ***** hours and I have called again and they said when the specialist approves it they will call but I spent ******* and I am unable to ride my bike for the 2nd day and I pay my subscription each month. I basically have paid ******* and am sitting here writing this and looking at my bike unable to ride. I want a replacement.

  Business Response

  Date: 09/08/2023

  We apologize for this Member's experience. Our Hardware Software Specialist Team is currently reviewing the request for a full Bike swap made 9/7/23, please allow for ***** hours for a resolution.

  Customer Answer

  Date: 09/21/2023

  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 not received my Peleton bike plus that I paid 2795.00

  When I receive the item

  I paid for I will revise

  The complaint. Over one week I am waiting for something that has occurred that I was not at fault .  I have to wait . 

   

   

   

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

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

  Business Response

  Date: 09/29/2023

  Thank you for contacting Peloton. We see our Specialist team was able to assist you within the timeframe needed for our team to review the order. Thank you for being the best part of Peloton.

   

   

  Customer Answer

  Date: 10/05/2023

  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:09/07/2023

  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.

  Owned my Peloton for 16 months, of course out of the 12 month warranty window. After doing the update the treadmill went completely black, turned off and flashed red on the hand wheels. I waited on hold with a customer service rep for over an hour just to be hung up on. After calling again, a new rep told us we needed to replace the power cord for $26. We looked at the cord and asked if this isn't this issue, would we be able to return the cord? Then got hung up on again. We called back the next day and was quoted $1200 to replace the entire base! I am not going to drop $1200 on a new base for a $3000 piece of equipment we just bought and have used less than 300 times/are paying a membership fee for. This is partially why we bought a "luxury" brand treadmill to start with, to be taken care of in the event something like this were to happen (during normal everyday use). After reading other customer complaints, this is NOT a user mistake/error, ******************** is responsible to repair/fix this issue. I paid $159 for a tech to come out and look at the treadmill, that is ALL I plan to pay. Same issue as this customer:Ive owned a ******************** treadmill for 1.5 years. Recently, a Peloton-issued firmware update was installed. Following this, my treadmills monitor went dark, and its handrails flashed red before it became entirely unresponsive. Adhering to Pelotons advice, I incurred a cost of $169.41 for a technicians evaluation. He surmised the malfunction was due to the firmware update causing a short in the treadmill base. The recommended fix? A complete base replacement, quoted at $850 by Peloton. While the malfunction was a direct result of their update, Peloton only proposed a discounted repair fee of $622.75. After three attempts to escalate this issue with their support, promises of call-backs were unmet, and I only received an email insisting on the aforementioned repair charge. Its deeply unsettling that Peloton fails to recognize their error, leaving me with a nonfunctional treadmill and a combined unexpected expense of $792.16 ($622.75 + $169.41).

  Business Response

  Date: 09/08/2023

  Thank you for reaching out to us regarding your experience. We apologize you are experiencing these issues preventing you from continuing your fitness goals. We see you have an order for a technician to come and take a look at your Tread. The fee paid was for the tech to come and perform an on-site inspection of your equipment. It does not include the cost of repair. We would need you to contact our Member Support line to perform additional troubleshooting steps. We are committed to help get you back up and running. Thank you for being the best part of Peloton.

  Customer Answer

  Date: 09/11/2023

  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]

   We know what we paid for. It is obscene that we contacted the customer support line from troubleshooting and were told it was a $25 part and then hung up on. Then when we called back and troubleshot again, we were told it was a $1200 part. With two vastly different responses from the customer service line, we wanted a tech to make sure this was the problem before dropping $1200 after paying $3000 for the treadmill. But of course, Peloton wouldn't even send out a tech to take a look at it, we had an out of pocket expense for that as well. All of this caused by an update that was pushed out by Peloton itself. This issue was not caused by anything we did. Peloton releases an update, we do the update and the treadmill dies and now we are on the hook for an additional $1200?

   

   

   

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

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

  Customer Answer

  Date: 09/24/2023

  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:

  That is actually not what we were told the issue was. We were told it was a power cord, then we were told it was a base and then we were told it was the hand rails. We told customer service that we werent going to pay that much for a part when we didnt even know what the real issue is. They sent a tech out a second time to get an actual diagnosis so we knew exactly what the issue was and the tech told us he couldnt determine the exact issue. So we are supposed to spend $1200 and hope it fixes the issue? This is ridiculous

   

   

   

   

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

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

  Business Response

  Date: 06/05/2024

  We apologize for the previous experience. Since the issue has been reported, it appears that no further action is needed as our support team has provided a resolution by offering the member an entirely new product. We appreciate the member's patience throughout this process, and we're glad we could resolve the issue satisfactorily.