Frequently Asked Questions

Yes. Stairs, elevators, narrow hallways—we navigate it all. Equipment gets disassembled as needed, moved safely, and reassembled at the new location. No damage, no hassle.

Yes. Stairs, elevators, narrow hallways—we navigate it all. Equipment gets disassembled as needed, moved safely, and reassembled at the new location. No damage, no hassle.

Absolutely. Local moves, cross-state relocations, temporary storage situations—we coordinate the entire process. Your equipment arrives ready to ride, properly calibrated and safety-checked.

Complete disassembly, protective wrapping, safe transport, reassembly, leveling, calibration, and test ride. Your equipment functions perfectly at the new location. We don't just move it—we ensure it works.

Two weeks minimum. Complex moves (multiple floors, long distances, tight spaces) need more lead time. Contact your master technician early to secure your preferred dates.

Yes. We work around your moving schedule. Handle the Peloton separately while movers focus on furniture. Or coordinate timing so everything happens the same day. Your choice.

We assess the new location before moving. Floor type, ceiling height, electrical access, ventilation, space clearance—we flag potential issues upfront. No surprises after equipment arrives.

Yes. PCMP services Peloton equipment in commercial and shared-use settings such as hotels, apartment/condo fitness rooms, corporate wellness spaces and private studios. Because these environments see heavier use, we can also design and recommend a simple preventative maintenance schedule to keep equipment safe, consistent, and member-ready.

We service Michigan, Ohio, Indiana, Illinois, Pennsylvania, New York, New Jersey, Kentucky, Tennessee, North Carolina, South Carolina, Georgia, Florida and Colorado. We continue expanding as we identify and vet top-notch technicians who meet PCMP standards.

Your membership includes one preventive maintenance visit per year, a private concierge phone number for direct access to your master technician (8 a.m. – 5 p.m., Monday-Friday), year-round technical support via phone/text/video chat, and expert diagnosis of any issues that arise between visits.

Your master technician performs a comprehensive inspection including: hardware integrity checks (tightening all bolts, nuts, and screws), sensor and resistance system evaluation, belt adjustment, crank arm and pedal inspection, touchscreen optimization, proper bike calibration, and early detection of potential issues before they become costly repairs.

With PCMP, you work exclusively with your master technician, a Certified Master Peloton Technician who knows your bike's complete history. You'll avoid misdiagnosed issues, wrong parts being ordered, and the hassle of sending videos to anonymous customer service reps. your master technician provides exact part numbers when needed and often resolves issues without requiring parts at all.

We service and support every Peloton make and model including the Standard bike, Bike+, Standard tread, Tread+, and Rower.

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Since 2019, founder David Anderson and his team of 8 master technicians have combined decades of specialized fitness equipment expertise to service tens of thousands of Peloton bikes, treads and rowers east of the Mississippi river. With David personally completing over 4,600 services and maintaining a 99.5% satisfaction rate with consistent 5-star reviews, this unparalleled hands-on experience and field technician owned and operated approach sets PCMP apart as the premier choice for professional Peloton maintenance.

Just like your car needs regular oil changes and tune-ups, your Peloton requires preventive maintenance to avoid expensive repairs and downtime. Regular maintenance preserves your bike’s lifespan, ensures accurate performance tracking, maintains safety, and keep your investment running at peak performance.

No. PCMP is an independent service company and is not affiliated with Peloton.

As of January 1, 2026, PCMP technicians have handled approximately 15,000–20,000 Peloton units across all makes and models. Combined, our team brings 100+ years of professional technician experience. Customers consistently describe our work as exceptional—backed by world-class communication and support. Around here, 5-star reviews are the standard.

The PCMP was designed by, and is operated by, professional technicians who believe that the customer deserves nothing less than 5-Star treatment. That applies to your equipment and to the way you’re treated throughout the experience. Many of our customers end up feeling like part of the PCMP family.

Although there is absolutely no repair we cannot handle, even if your Peloton equipment is under warranty, you would still be required to pay PCMP for the repair directly. Going through Peloton would get you (hopefully) repaired with no charge for labor or parts.

Yes, we guarantee our work.

A PCMP preventative maintenance visit is a comprehensive “health check” and tune-up for your Peloton. We go over everything. We inspect the machine, address normal wear-and-tear items, verify safe operation, tighten and adjust where needed, and complete calibration/verification steps appropriate for your model. The goal is simple: smoother performance, quieter operation, and fewer surprises down the road. We also detail clean your equipment as best as possible.

A tune-up is proactive. We’re preventing problems, improving performance, and correcting early wear before it becomes a breakdown. A repair visit is reactive—something is already not working correctly. Many customers schedule preventative maintenance annually to reduce the chance of downtime and extend the life of their equipment.

Calibration is the process of ensuring your machine’s performance and readings are accurate and consistent for your specific model. Over time, normal use, minor adjustments, or even a move can affect how a unit feels or performs. Proper calibration helps your Peloton feel “right” again—and keeps your workouts consistent and confidence-inspiring.

For most households, once per year is a good baseline.

In many cases, yes. A proper tune-up and adjustment can reduce unwanted noises caused by normal loosening, minor misalignment, or wear that develops over time. That said, we’ll always be transparent—if a sound points to a worn component, we’ll explain what it is, why it’s happening, and what options you have.

That’s actually the best time to do it. Preventative maintenance is designed for machines that are running—so we keep them running. It’s similar to servicing a vehicle before a problem shows up. Most customers who schedule proactively end up with a better-feeling machine and far fewer “surprise” issues later.

Most visits take about 45 minutes to 1 hour, depending on the model, overall condition, and whether anything needs extra adjustment or follow-up. This also includes answering any questions you may have and helping you with ‘tips and tricks’ for a better experience. We work efficiently, but we won’t rush the important stuff. We’d rather do it right once than leave something questionable behind.

If we are not the ones physically moving the equipment, PCMP will not be held responsible or liable for damage or issues that arise from transport, stairs, loading, unloading, or handling by movers. (We are responsible for the quality of our disassembly/reassembly work.)

At minimum, 3 very strong people for the standard tread. At least 4 to 6 people for the tread+ (It weights almost 500lbs!) these requirements are non-negotiable—and that’s for controlled repositioning. Furniture and Appliance dollies are a NO!  

No. PCMP handles disassembly, reassembly, and activation/testing—but we do not carry, load, transport, or “physically move” the equipment. That portion must be done by your movers.

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We professionally disassemble the equipment for safe transport, protect/secure critical components and cables, and then reassemble+ activate + verify operation at the new location. We can take cate ofyour equipment across town, across the state, or (as long as we have service in both states) across country.

Because most damage happens during disassembly or transport—drops, impacts, and pinched/strained wiring are common failure points when units are moved by people who don’t know the “no-go” handling rules.

Yes. Non-negotiable. We will clearly brief your movers on the required handling rules—what is allowed, what is not, and where the safe lift/hold points are—so the move has the best chance of success.

You can—but that’s exactly where “move disasters” come from. If you want the best chance possible, let PCMP handle the disassembly/reassembly and let movers do only the physical move under our handling rules.

We don’t just “put it together.” We:

• assemble correctly and verify all critical components and interfaces
• place and level the unit properly
• confirm safe operation and a smooth, correct feel
• complete activation and basic system checks (and guide you through any required set-up steps)
• Basic to advanced instructions on proper use and maintenance.

Yes. We help ensure you’re properly set up, operational and trained—so you’re not left staring at a screen or guessing what comes next.

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Yes. This is a key PCMP differentiator. We’ll walk you through the essentials—safe use, basic adjustments, best practices, proper maintenance and what to watch for—so you start with confidence and avoid thecommon “new equipment” mistakes that create problems later.

If we notice damage or missing items, we will document what we see and explain your best next step (often contacting Peloton support forreplacement/authorization). We will not force an unsafe or compromised build. In many cases we will have replacement parts on hand.

Yes. If your equipment was assembled incorrectly or doesn’t feel right from day one, we can correct the setup, verify operation, and get everything properly aligned and tightened. We will give you back your faith in humanity.

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Yes. PCMP provides professional new-equipment assembly, placement, and set-up for Peloton equipment—done carefully, methodically, and to a standard that prioritizes safety, correct alignment, and long-term reliability. We assemble all Peloton makes and models.

Peloton deliveries are commonly handled by external delivery partners, and the level of assembly experience can vary by market and crew. Social media and consumer reports frequently discuss delivery/assembly frustrations (missed steps, cosmetic damage, incorrect setup,rushed installs), which is why many owners choose a dedicated specialist for assembly, customer equipment Q&A, and verification/online setup.

On-site repair means we come to you. We will initially diagnose the issue with you over the phone. We are REALLY good at that with your help. If we feel a specific part is required, we will tell you exactly what it is, and you can order it through Peloton if needed. We then schedule your appointment. Upon arrival we will confirm the diagnosis and repair the issue. But we don’t stop there. We always do a little preventative maintenance and tune-up for our customers and answer questions also. We go the extra mile always.

Frankly, if we can’t fix it, it is because it’s unfixable. We commonly handle issues like unusual noises, vibration or wobble, resistance/performance concerns, alignment problems, loose components, connectivity or sensor-related symptoms, electronics, parts that have malfunctioned, and many “it just doesn’t feel right” situations. If your equipment is acting differently than it used to, that’s exactly what diagnostics is for.

Yes—moves are one of the most common reasons equipment starts acting up. If something feels off after relocating, we can inspect for alignment, loosened hardware, stress points, and setup-related issues, then correct what we can on-site and advise you if anything further is needed.

We carry a selection of commonly-needed items and hardware, but not every part is practical to keep on hand for every model and generation. If a specific component is needed, we’ll identify it, help you source it (or source it through our process where available), and schedule a follow-up plan that makes sense. This is why we like to diagnose the issue in advance with you so a part can be ordered if needed.

If we can’t complete the repair that day—typically due to parts availability or a more involved situation—we’ll still leave you with clarity. You’ll know what the problem is, what’s needed to fix it, and what your options are (including whether Peloton support needs to be involved for warranty or proprietary parts).

Most repair visits take30 to 45 minutes, depending on the symptoms and the model. Some repairs are quick; others take longer because we test, verify, and make sure the machine is safe and performing correctly before we leave.

If you’re under an active warranty, it can be smart to contact Peloton first—especially if you suspect a major component issue. That said, many customers still use PCMP to quickly identify what’s going on (and avoid guesswork). We’ll also advise you on the best next step so you don’t accidentally complicate a valid warranty claim.

A few simple things help the visit go smoothly: clear a working area around the equipment, have your Peloton login available if needed for testing, and make sure the space is well-lit. If you can, jot down when the problem started and what you notice—that often speeds up the diagnosis.

Call or text your master technician directly. Describe the issue. We walk you through basic checks via phone or video chat. Many problems resolve without a service visit.

Software glitches, calibration problems, connectivity issues, error codes, touchscreen responsiveness, subscription concerns. Basically anything that doesn't require hands-on inspection.

Annual members get unlimited phone diagnostic included. Non-members pay a one-time diagnostic fee that applies toward service if you schedule a visit.

We schedule an in-person visit. You'll already have a clear understanding of the problem and what to expect. No surprises, no unnecessary trips.

Absolutely. Peloton's software can be finicky. We guide you through updates, connectivity problems, account issues, and app troubleshooting. Most resolve in minutes.

Text works 24/7 for annual members. Your technician responds during business hours (8 a.m. – 5 p.m., Monday-Friday). Emergency situations get priority callback at the start of next business day.

Yes. Remote diagnosis is available regardless of location. If you’re outside our service footprint, we’ll still help you understand the problem and the best resolution path (including what to request from a local technician or from Peloton support if needed).

This is a remote service where a PCMP technician works with you by phone or video to diagnose your Peloton issue and, when appropriate, guide you step-by-step through a safe repair or adjustment you can do yourself.

Most symptoms can be diagnosed remotely—unusual noises, vibration/wobble, performance/resistance concerns, setup or reassembly issue safter a move, screen issues, and “it doesn’t feel right” problems. We’ll use your description plus guided description, targeted checks, and (when video is available) visual inspection to pinpoint the root cause.

Sometimes, yes. A portion of issues can be corrected by the customer with proper guidance—often smaller adjustments, tightening, alignment checks, or basic troubleshooting. If we believe it is not safe or practical for you to do, we will say so and recommend the next best step.

The $85 service fee covers the technician’s time and expertise to diagnose the problem and provide clear guidance and repair steps. Understand, you are ‘rolling the dice’ with this service. If we cannot do a guided repair, you will leave the call knowing what’s wrong (or the most likely root cause with supporting evidence) and what options you have to resolve it.

No. The $85 fee is non-refundable regardless of outcome, because the service is the diagnostic time and professional guidance itself. Even when an issue requires parts or an in-home visit, you’ll still have clarity and a plan instead of guesswork.

If you are located in an area we service, we can schedule an in-home repair visit after the remote session. To fix the issue.

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A quiet space, good lighting, and a phone or tablet are ideal. If we do video, we may ask you to show specific areas of the equipment. If possible, have any basic tools you own nearby (we’ll tell you exactly what you need—no surprises).

High-use households (daily riders, multiple users) benefit from twice-yearly visits. Your master technician will recommend the right frequency based on your equipment's condition and usage patterns.

That's exactly when you need preventive maintenance. Most problems start small and invisible. We catch worn belts, loose hardware, and sensor drift before they cause breakdowns. Prevention costs less than emergency repairs.

Can preventive maintenance fix existing issues?

Your technician explains the issue, shows you the problem area, and provides options. Minor fixes happen on the spot. Larger repairs get scheduled separately with exact part numbers and transparent pricing upfront.

Peloton's warranty covers defects, not regular maintenance. Think of it like car insurance—it doesn't cover oil changes. Our service keeps your equipment in warranty-compliant condition and documents proper care.

DIY assembly leads to common mistakes: over-tightened bolts, misaligned parts, improper calibration, safety hazards. Professional assembly ensures everything works correctly from day one. No do-overs.

DIY assembly leads to common mistakes: over-tightened bolts, misaligned parts, improper calibration, safety hazards. Professional assembly ensures everything works correctly from day one. No do-overs.

Bike: 45-60 minutes. Tread: 90 minutes. Row: 60-75 minutes. We work efficiently without rushing. Equipment gets assembled right, tested thoroughly, and you get a full walkthrough.

Yes. We disassemble properly so parts don't get damaged. Everything gets labeled and organized for easy reassembly later. Perfect for seasonal storage or preparing equipment for resale.

We handle everything. Unbox, assemble, remove all packaging materials, and leave your space clean. You focus on your first ride. We handle the mess.

Common situation. We assess condition during reassembly, identify any issues, calibrate properly, and ensure everything functions safely. Buying used becomes risk-free with professional reassembly and inspection.

Absolutely. Threshold delivery means equipment sits in boxes. We complete the assembly Peloton didn't. Your equipment goes from boxes to ready-to-ride, properly calibrated and safety-checked.

Most repairs happen within 3-5 business days. Your master technician prioritizes based on urgency. Equipment completely down? We expedite. Minor issues? We schedule around your availability.

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Yes. Out-of-warranty equipment, older models Peloton discontinued support for, issues Peloton misdiagnosed—we handle it all. Our technicians know these machines inside and out.

Your technician provides exact part numbers immediately. Order through Peloton, Amazon, or authorized retailers. We return once parts arrive. No guessing, no wrong parts, no wasted time.

That's our specialty. We regularly solve issues other services missed or misdiagnosed. Direct access to your equipment's history and hands-on expertise make the difference.

We fix it right the first time, 99.5% of cases. Our technicians carry common parts and tools for immediate repairs. Complex issues get diagnosed accurately so the right parts arrive before the next visit.