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 Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

• 

  Peloton

  152 Christopher St New York, NY 10014-2838

• 

  Peloton

  754 758 Main St West Vancouver, BC V7T 0A5

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:09/06/2023

  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.

  Peloton Request #********:We have 2 Peloton Bikes on in CA and one in CO. In May 23 we saw online that Peloton was having a recall because of a ************** failure. Please note we never received a notice directly from Peloton...even though we have 2 monthly subscriptions. Nothing...Nada...Zilch...Nit. In May, after reading about the problem...we placed an order for the 2 seat post replacements on the Peloton website. We were told that we would be shipped replacement posts in July. In August...I contact Peloton customer service and was told...sorry but you delivery of the replacement seat posts is now September. September is here and we still have not received the seat posts. We have not used the Bikes since as we are concerned about the ************** failing on us. It is outrageous that Peloton is not more proactive and reaching out to paying subscribers and giving the updates.

  Business Response

  Date: 09/07/2023

  We continue to look for ways to add value to all Members of our Peloton community and appreciate your feedback regarding Member and product experience.
  
  

  Customer Answer

  Date: 09/08/2023

  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:

  My complaint to BBB concerning a recall of Peloton bikes Model PL01was answered with a one sentence auto-generated response thanking me for my feedback. They have done nothing to replace the posts that have been recalled. This has been going on since May. 
  
  I shall have to escalate this to the ********************************************* who tells us online that it is illegal to sell or promote products that have been recalled either voluntarily or in conjunction with the ****. 
  
  We have spent hours on the phone with various Peloton **************** representatives before complaining to the BBB, and one Peloton **************** representative went so far as to tell me that even though the main posts on the Peloton bikes have been recalled due to fall and injury hazards, we should just go ahead and use it as is. He actually said, Youll probably be ok.
  
  This is unacceptable. We have bought three (3) Peloton bikes (2 for us and 1 for a dear friend) and Peloton is telling us to use a product that has been recalled because of dangerous accidents experienced by Peloton bike users. The main seat post can break at any time.
  
  This has been going on since May 11, 2023, when the products were recalled:
  
  ************************************************************************************************************************
  
  I shall contact the **** immediately. Peloton is unconcerned with the safety of its consumers. 

   

   

   

   

  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:

  This has been going on since May of 2023. We are now approaching September of 2023. Peloton always says the same thing ("We are trying hard to make our customers happy and their safety is our concern." This is nonsense: I have been told by two Peloton representatives on the phone a variation of the following: "Go ahead and use the Peloton bike. You'll probably be ok. We have only had a few serious injuries because of the faulty seat posts."

  Obviously, that is what your representatives have been told to say. Used the Peloton anyway, despite the fact that the product has been recalled by the Consumer ************************** Peloton needs to be investigated by the ***** ** have filed a complaint with the ***** and they have escalated this situation to a Compliance Officer. I have bought 3 (three) Peloton bikes and this situation is completely unacceptable.IK cannot recommend this company to anyone anymore. 

  I categorically reject their ***** statements to the BBB. Peloton does not care about the safety of its customers.

    

   

   

   

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

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

  Business Response

  Date: 10/13/2023

  We really appreciate the feedback and were sorry to hear this. Were always looking for ways to improve our products, services and the experiences that we deliver to our Members, and we love to build solutions based on your feedback! We will be sure to pass your comments on to the relevant teams. It looks as if the issue has now been resolved, with the seat post being delivered on 10/12/23. If youre still experiencing issues, please contact our Member Support team on ************ or email **************************************

• Initial Complaint

  Date:09/01/2023

  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 had the peloton bike for approximately 2 years. The touch screen does not work. I called customer support and they brought me through some tests and said the screen can be replaced , out of pocket, for $600 dollars. This is a communication issue with the bike and the company. They have had lots of issues in the past and now charginging crazy money to get the screen replaced. I take great care of this bike, used appropriately and there is no reason for this to be happening but texhnical error or malfunction on Peloton. I feel that the monitor should be replaced by Peloton at their expense.

  Business Response

  Date: 09/01/2023

  Thank you for reaching out to Peloton. We see you were being assisted by our knowledgeable Hardware/Software team. Please feel free to reach out to them to be assisted further with researching more into why you are having these Touchscreen issues. If you are within warranty this repair will be fully covered. We look forward to speak with you soon. 

  Customer Answer

  Date: 09/08/2023

  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: they have done nothing to remedy the problem.  There is a consistent problem with their monitor and they are asking their customers to pay over $600 for the repair.  The bike was $3,000 but now to change a faulty monitor is over $600 plus we pay a monthly fee for the service.  The bike is out of warranty but Peloton has been know for faulty screens.

  ********

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 09/15/2023

  We apologize for the frustration. This Member received their Bike+ in March 2021. Their 12-month Limited Warranty expired in March 2022. The Member did not purchase an Extended Warranty. Our Hardware Software Team has concluded a new touchscreen is needed, this will be at cost since the Member is out-of-warranty. Our Member Support Team is available when the Member is ready to purchase a new touchscreen.

  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:

  it is a know fact that there was a defect in this product and sever recalls on their products.  The company should make good on products that fail in such a short period of time.

   

   

   

   

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

  
  Sincerely,

  
  
  *******************************
  
  
  
  
   

  
  

• Initial Complaint

  Date:09/01/2023

  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 contacted Peloton support in July after noticing issues with the touchscreen. There were specific areas that were not responsive to touch. I went through the process to reset the bike with an agent over the phone but noted that I was unable to connect with my WIFI. The agent said she would contact her supervisor and forward my case to engineering. I waited a week before calling back to get an update and was told that they ran a diagnostic and they couldnt find anything wrong. How can you run a diagnostic test when the bike wasnt connected to the network? That response didnt make sense. Its now September 1 and after several back and forth with support (mostly me waiting for someone to call me back and having to call peloton to get an update on my case) I was told that I had to pay $533 to replace the screen. Why? Im in technot an engineer but I know enough to understand that you cant run a diagnostic on something that isnt connected to a network. When I asked for a answer to why the screen wasnt responding they simply said it wasnt the software. Im the only person who uses the bike its never been moved and is in pristine condition except for the fact that the screen is not working. Im one of many who purchased the bike during the Pandemic. Based on this experience and what Ive seen online Peloton compromised on the quality of the bikes in an effort to get as many bike sold as possible. Now folks are stuck with a poor quality bike or have to pay Peloton more to compensate for the way they compromised on quality with that bikes the produced during the pandemic.

  Business Response

  Date: 09/01/2023

  We apologize for this Member's experience. This Member is out of warranty so all service is now at cost to the Member. Our Teams have investigated the issue and have provided a discounted price for a touchscreen purchase.

  Customer Answer

  Date: 09/05/2023

  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:

  They have not provided evidence that they performed a diagnostic with specific proof of what was discovered and are suggesting my WIFI was the cause of the issue. I have multiple devices connected to my WIFI and have had no issues with any of them. Additionally they have not been clear on the discount for the replacement.

   

   

   

   

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

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

  Customer Answer

  Date: 06/26/2024

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

  
  

  [I do not believe that the offer provided by Peloton is correct I was told to pay full price at $600 over a year ago. I see an email from peloton yesterday and will update my response one I speak to them.]

  
  

  This 

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 07/17/2024

  The Member received a touchscreen replacement at a significantly discounted rate, has installed, and confirmed it is in working order. Furthermore, we are continuing to review our processes for troubleshooting and support in able to provide timely resolutions. Now that the member’s issue has been resolved, we consider this matter closed.

• Initial Complaint

  Date:09/01/2023

  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 uses a third party logistics courier that makes it utterly impossible to take delivery if you have a full time job. They give you an estimated delivery time THE *** PRIOR and you cannot request a different time. They decide to reschedule without any notification. I have been pushed back 3 times. Pelotons customer service is utterly worthless stating that they will let the logistics company know NOTHING IS RESOLVED. you spend thousands of dollars and cannot even accept the product. Worthless company.

  Business Response

  Date: 09/01/2023

  We apologize for this Member's experience. Our Member Support Team is available to assist with any concerns regarding scheduling delivery.

  Customer Answer

  Date: 09/05/2023

  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 issue has turned into the blame game. Peloton points the finger at their 3rd party logistics carrier XPO and XPO points at peloton. When I attempt to call peloton they state there is nothing they can do and advise I call XPO, when I do that, XPO states to call peloton. No issues are handled and the 2 companies do not work with each other effectively. 

   

   

   

   

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

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

  Business Response

  Date: 09/07/2023

  Thank you for reaching out to us regarding the issues you have experienced. We are more than happy to assist you by contacting us at our Member Support line or providing us your contact information to locate your order and contact you directly. We understand you are frustrated and need resolution. Again, please resubmit your request for assistance through our direct channels. 

• Initial Complaint

  Date:08/31/2023

  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.

  Since I got the bike the right cleat does not clip out. *** tried using the bike but finally complained in mar and stop the membership. Still they were slow to respond or to see the issues. The hex key to loosen or tighten the screws did not fit. They sent me a defective product. I want a replacement or my money back. I nearly hurt my ankle twice. Plus the reinstated my membership and had them stop it. They are slow to react to issues and to this day have not helped resolve the problem. The cleat and pedal are defective and the hex key is too big for the screws.

  Business Response

  Date: 09/01/2023

  We apologize for this Member's experience. Our Leadership Team is currently working with the Member for resolution.

• Initial Complaint

  Date:08/31/2023

  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.

  On 08/31/2023, Peloton had the Tread basic listed on their website on sale for $2495. I attempted to purchase but when adding to my cart the price changed to $2995. I contacted customer service via chat to ask how to get the advertised price and was told it was an error. I called Peloton customer service and was told the same. I contacted sales and was told by **** in the ******, ** store that he verified that the price was reflected as $2495 online and that he was able to get the sales price approved. He said it will take two hours to be updated and that he would call me to complete the sale. Approximately 1 hour later I was contacted by ****** or Cherry from the same store advising that Peloton would NOT be honoring the reflected sales price. This is extremely misleading and frustrating. If this was an error, Peloton should still honor the price reflected on their site.

  Business Response

  Date: 09/01/2023

  We're sorry for the inconvenience and confusion, our website was updating and marked the pricing incorrectly. The correct price is $2,995.

  Customer Answer

  Date: 09/01/2023

  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 should honor the price as reflected on their website, especially to long term members such as myself  Additionally, having a sales rep advise that Peloton would in fact honor the price and then backtracking added further insult to injury. Friends of mine were told that Peloton would honor the price but this was not offered to all members.

   

   

   

   

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

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

  Business Response

  Date: 09/06/2023

  We are sorry for the inconvenience and confusion, our website was updating and marked the pricing incorrectly. The correct price is $2,995. 
  
  
  

• Initial Complaint

  Date:08/31/2023

  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.

  Back on July 3rd when I was using the Peloton Bike within the first 5 min of the class I was climbing out of the saddle something felt off and next thing you know the right pedal busts off and I fall and hit my elbow on the handlebar and twist my ankle. I proceeded to call Peloton to inform them of the issue. After 30+ minutes of waiting on hold and NO care that I injured myself they informed me that the Bike was out of warranty so I would have to purchase the parts and tech call myself. Which was a total of $250. I asked for it to be waived as I injured myself on the bike, but they declined. I proceeded to ask for the service tech fee of $150 be waived and they declined. They said I could do the fix myself and they would send over instructional videos on how to replace the right crank arm. In order for me to replace the crank arm I had to purchase the crank arm tool from the local bike shop for $20. The parts arrived 2 weeks later and I started the install process was going smooth until the crank arm tool busted off inside the bottom bracket of the bike. Frustrated, I called back customer service 30+ more min on hold they reluctantly offered a tech to come out and fix the issue. Once the tech came 2 weeks later she informed me that Peloton shouldn't have given you the option to replace it yourself since the tools break frequently. The tech couldn't help me when she came out and said she would have to come back after I order the new bottom bracket which meant an additional 2 weeks of waiting. At this point its been months of not having a bike still being charged for the service. I have been a customer of ********************'s for the past 3 years and over that time period the pedal broke off 3 times. Still to this day months later they still haven't fixed the issue and said the only next steps are for me to buy a new bike. For being a premium product I am EXTREMELY disappointed and will let everyone I know on social media NOT to EVER buy a Peloton bike.

  Business Response

  Date: 08/31/2023

  Thank you for reaching out to Peloton. We apologize for any unnecessary stress you've endured. We will have a member of our Hardware/Software team to reach out to you. 

  Customer Answer

  Date: 09/04/2023

  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 hasn't reached out to me to resolve the issue. I've had a tech come out on 8/24 to tell me that I need to order a new bottom bracket so I will have to order the part before they can come back out. Once I received the part I took the day off on 8/31 when the appointment was scheduled and they never showed up. Called back and talked to them, they said they unexpectedly canceled but didn't let me know. So then the only available appointment in the next 2 week was on 9/4 between **** am. Monday rolls around and I they still don't show up. Calling back they don't know what happened and now I'm left with no next steps on when a tech is coming out. All they said on the phone today was that we're sorry. It's been over 2 months now and still my bike isnt fixed and Peloton show any sign of urgency in helping their customers out. I would like to talk to someone higher up at Peloton because a majority of what you are paying for is customer service and theirs is HORRIBLE!

   

   

   

   

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

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

  Business Response

  Date: 09/07/2023

  Thank you for reaching out regarding your experience. We have reached out to your Peloton Associate assisting you in your open ticket. Please await a response from your agent.

• Initial Complaint

  Date:08/30/2023

  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 leased this bike from Peloton in May 2023 and pay a montly fee of almost $150 with taxes.Almost a week ago, the resistance on the bike stopped working. This means no matter what you put the resistance at, the bike has NO RESISTANCE at all. The wheels just spins like crazy. I have contacted ******** joke of overseas customer service more than half a dozen times. Each time I am on hold for more than 40-plus minutes before a "representative" comes on to chat. Half the time, the rep simply logs off and I"m left starting at the beginning of the queue again. Everytime they tell me something different. First they said I had to pay to have it fixed...but when I reminded them it was a lease under warranty, finally they admitted they need to cover the repair. Then they said they needed extra time to authorize the repair. Then they said I needed to send a video of what is not working (which I have done twice). EAch time they say they will update me with repair status and they DONT. When I went through the farce of an hour with their chat rep for an additional time, they finally said they had authorized the repair and a third party compant would assist me. THIS IS A JOKE. I CONTACTED THE THIRD PARTY COMPANY 4 TIMES AND THEY DON'T RESPOND TO MESSAGES OR EMAILS. i'm so sick of this runaround and horrible customer service. I want a refund for this month that the bike is not working ( the customer service reps said they would refund two months for the inconvenience I have experienced, but I'm guessing they will try and reneg on that too!!!). I want the bike repaired and to have courteous and responsive customer service. Not anymore ** of saying one thing and then on the next call starting over from scratch again. It's a shame that Peloton puts no money or energy into customer service. I googled my same problem and apparently it's all too common with this bike but still the company just employs stall tactics and obstalces to fixing a product I've paid for.

  Business Response

  Date: 08/31/2023

  Thank you for contacting Peloton. Please reach out to your agent you've been working with. There are updates to your 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 have determined that my complaint has NOT been resolved because:

  After many weeks of asking for a service technician to be sent to the house to fix the bike, Peloton finally sent someone. They could not fix the bike, so then someone else was dispatched to replace the bike frame. This all told took more than 3 weeks from when the bike first stopped working.

   

  The bike worked for about three weeks and then the same issue started again (the resistance does not work at all) and the bike can not be pedaled because the resistance is stuck at the highest level.

   

  We have spent a week this time around trying to get someone from Peloton to fix or replace the bike in a timely manner as now between this time and last time the bike has been unusable for 4 weeks and counting.

   

  We have talked and chatted with various people at Peloton and no one seems to have any urgency. We were told that one of the customer representatives was putting in a request for another new frame, but they never sent the email confirmation of this and we have heard nothing.

   

  We are so frustrated. We leased this bike because we heard it was top of the line but clearly something is wrong with Pelotons manufacturing process and these is horribly compounded by awful customer service.

   

  It is unexcusable to now tell us today we need to wait another 3 or 4 weeks to have this resolved and to just be patient!!!!!

   

  This company knows they have faulty equipment and horrible customer service and they dont care and they dont follow through on anything that they say they will do in chat or phone calls.

   

   

   

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

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

  Business Response

  Date: 10/13/2023

  We are very sorry to hear about the inconvenience the member has experienced surrounding their product. After further review, we have arranged to have a service technician go out to properly diagnose the product. The service is scheduled for 10/14/2023.

• Initial Complaint

  Date:08/30/2023

  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.

  They continue to charge me a monthly fee despite email confirming that my account is closed. They now say they don't even know where the charge is coming from and there are no other accounts associated with the credit card being charged. They refuse to refund me for the year they've been charging and even now as they know the issue, they continue to charge me monthly.

  Business Response

  Date: 08/31/2023

  Thank you for contacting Peloton.
   
  We apologize about that. We understand how frustrating this issue might be for you but from our end we will not see the charges since you signed up for the App under Amazon that is why we provided you with where to reach to Amazon Support so that they can assist you with the refund. Thank you for reaching out. 

  Customer Answer

  Date: 08/31/2023

  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]

   This is a complete failure on the part of Peleton. The charge is not coming through Amazon, it Is coming directly from Peleton. They continue to be incompetent in their business. This is not an acceptable "resolution."

   

   

   

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

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

• Initial Complaint

  Date:08/28/2023

  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.

  Dear BBB, Ive owned a Peloton 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). I kindly request the BBBs intervention in hopes that Peloton compensates the entire sum. I will attach documentation of amounts paid via my **************** credit card, validating my claims. Thank you for your time and assistance. Sincerely, *************************.

  Business Response

  Date: 08/29/2023

  We apologize for this Member's experience. This Member is out-of-warranty and we have offered the Member a discounted purchase price for the base. The Member purchased the base at this discounted price on 8/27/23.