ComplaintsforSole Fitness

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sole F80 treadmill in the fall of 2020. Recently the motor malfunctioned, and I contacted Sole for resolution. They told me the parts would be covered under warranty (labor warranty was no longer valid). I submitted a request for service and received a response that they would contact me "within 2-4 business days". Two weeks passed. I submitted another request. No response. I called their customer service line and they gave me an email address for "management". I emailed that address, who forwarded it along to a service inbox, who ignored me. I followed up a few days later. Nothing. After a third attempt, they sent me a copy/pasted list of directions on how to disassemble my treadmill to diagnose which part is needed. I am most certainly not going to take my equipment apart and risk damaging it further or voiding the parts warranty. I told them this, and they finally sent me 3 numbers to call for technicians in my area. 2 of the numbers are for companies that don't even service my area. The 3rd number I called is for a travelling repairman who operates 3 hours away who said he "will call me in 2 weeks when he's in my area. That was a month ago. I tried contacting him again and was ignored. My treadmill has been broken for months now. All I want is someone to schedule a service appointment (which I am happy to pay for) for a technician who can come replace the motor and work with Sole regarding the parts warranty. This should NOT be so difficult and I can tell you without a doubt I will never purchase another item from this company for the rest of my life knowing that it's impossible to have their equipment serviced. This has been one of the worst customer service interactions I have ever had before and nobody at this company seems to care one bit about their reputation. Will never recommend them or give them another penny of my money.

  Business response

  05/22/2023

  The customer is not required to use the technicians that Sole uses for warranty work now that the labor portion of the warranty has expired. He is more than welcome to work with any local repair technician that he would like to. 

  Customer response

  05/24/2023

  
  Complaint: 20075712
  
  I am rejecting this response because: this does not help resolve the issue. How am I supposed to receive parts or be reimbursed for parts covered under the warranty? I need to know how the parts will be covered if I’m expected to find my own local technician to service the machine. If I have all the work done on my own and receive the same lack of customer service response from Sole, the warranty is worthless. 
  
  Sincerely,
  
  ****** *****

  Business response

  05/24/2023

  Hello,

   

  I just left this customer a voice message. We have customers help diagnose with us all time to make sure the correct part is sent. in this case the customer is out of labor warranty so it would help him so he would not have to pay for multiple trips to him. 

  Thanks,

  Shane

  Sole Service Supervisor

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Sole F80 treadmill in August of 2020. In February, the treadmill stopped working and showed an error code. I called the company about the problem. They said I needed a new motor controller and they sent me one. Unfortunately, while I was out of town, my child threw it away. I called the company about purchasing the part I needed even though the treadmill was still under warranty since this was a case of error on my part. It has now been over a year and I have not received the part. I have not been charged for the part, but I cannot get the company to send me a new part. They continue to tell me it is on back order every one of the frequent times I have called. They say shipments are coming in, but I never receive the part. I still want to receive the part because the installation of it would be under warranty.

  Business response

  05/04/2023

  Hello,

  I got the customer's purchase order for the controller processed. The order number is 7******** It should leave out tomorrow. I tried calling the number listed but it would not go through from my work phone or cell phone.

   

  Thanks,

  *****

  Sole Service Supervisor

  Business response

  05/04/2023

  Hello,

  I got the customer's purchase order for the controller processed. The order number is 7******** It should leave out tomorrow. I tried calling the number listed but it would not go through from my work phone or cell phone.

   

  Thanks,

  *****

  Sole Service Supervisor

  Customer response

  05/04/2023

  
  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.
  
  Sincerely,
  
  ***** *******

  Customer response

  05/04/2023

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Sole B94 bike November 2022 and received it December 2022. The day it arrived I assembled it, but couldn't use it. It wouldn't power on and the wheels barely turned with a grinding sound. I called Sole the same day and provided an audio message along with them listening to the grinding on the call. Sole told me it was a flywheel issue and they would send a replacement and have a tech come to replace, but would not commit to a time frame. I send multiple messages to Sole for three months asking for updates. The responses were always vague a mention about backorders and continued to lack commitment. I was also told that I would hear from a technician within two weeks of the flywheel arriving to schedule the repair. Well, the Flywheel arrived 3/10/23, but still not a call or email. Once again I have to initiate ALL communication in hopes of an answer for repair. I reached out via email again 4/26/23. Received a response that the repair company approved the request and that I need to contact them. Ugh...again, I have to initiate communication. I called the repair company 4/26 and spoke to a female that gathered my information and was told someone would be calling me back the same day within 15-20 minutes. That call never came. I tried calling them back the next day onlybto discover my calls would not go through on multiple attempts and from multiple phones. I emailed Sole 4/27/23 advising them that the phone was not working for their repair company. No response. I emailed Sole again 4/28/23advising that they need to refund me my full purchase and pick up this machine. It's been sitting in my house for over four months with NO effort from Sole to initiate ANYTHING to bring this to resolution. I'm so frustrated with this, it has delayed my ability to get active for medical reasons, and I want this experience with this company to be over. It's an eye opener to read through all these complaints for the past three years with Sole responding that its back order issues. Crazy that over three years they haven't made an effort to correct this and correct their substandard customer service practices. I just want my full amount refunded and the bike gone at this point. Never have I experienced a company that lacks any consideration to do right for their customers.

  Business response

  05/02/2023

  Hello,

  I did leave the customer a voicemail yesterday. Our lead admin is contacting the tech company assigned to the customer's case. We can add any time lost back to the customer's warranty. We do apologize for the delay getting this resolved.

  Thanks,

  *****

  Sole Service Supervisor

  Business response

  05/02/2023

  Hello,

  I do apologize, we had the incorrect number on file. So apparently I was calling someone named Lori. I did call the correct number & left a voicemail about Sole returning the unit. The customer should be receiving a email about it.

  Thank you,

  *****

  Sole Service Supervisor

  Customer response

  05/07/2023

  
  Complaint: 19997938
  
  I am rejecting this response because:

  I did receive a call with voice mail, an email RMA that the bike can be picked up for a refund and doesn't need to be in original packaging, and I would be receiving a call from the company to pick up.  That call to have the bike pocked up has yet to come.  Until the bike is picked up and a full refund received this matter is not resolved.  

  Sincerely,
  
  Michelle Lang

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a SOLE f80 treadmill on 11/6/2020 on February 15, 2023 the treadmill was having issues with the motor, belt and controller and SOLE was contacted and the company was going to send replacement parts. I have called almost weekly and customer support first tells me that the motor and belt was available but the controller was not today I called to check and now the motor is the part that is not available. This week it will be 2 months since SOLE was contacted and the parts are still pending.

  Business response

  04/12/2023

  Hello,

  We do apologize for the delay on the parts. We have been getting parts containers weekly & filling back orders as quickly as we get the parts in. Supply chain issues have been an issue & we are doing all we can to get everyone taken care of. We have to go from earliest to recent for the back orders. We can add any downtime back to the warranty once the unit is fixed, without question. We just ask to be patient just a little while longer.

  Thank you,

  *****

  Customer response

  04/12/2023

  
  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.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After the asembly men assembling the tt8 treadmill, it didnt work yea thats right the sole fitness deliver me a broken treadmill , the manger said I could refuse it and they would take it back right now or I could keep it and get a replacement --i choose to refuse it, but they wouldnt take the treadmill back, the driver told me that he knew something was wrong with this treadmill cos the box was wet and damaged and he showed me pics of it off his phone and said if he didnt deliver it he would be fired,I have it all on video cos my video camera was recording everything even the boss saying i could refuse it so this is how the sole company is do things I am so disappointed also one of them put screws in his pocket so they would not have to put them in the treadmill when the other one ask could he use my bathroom i knew that happen cos i was recording but before i step away there where alot screw laying on the ground when i came back they where gone so I look at the camera and yea he pick the screws up, then they said they was done

  Business response

  04/11/2023

  Sole had the freight company return and pick up the treadmill. The customer has been refunded. 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased F63 treadmill from Dick's Sporting Goods in November 2021. During November 2022 treadmill broke down with a burning smell and an error code. We contacted Sole warranty and were advised that the control board would need to be replaced but parts were currently on backorder. We were told that we would be put on the backorder list to receive parts once they were available. Februrary 2023, we call to check in on status of parts and were told that we were never placed on any list for repair parts! We were told this time we were on the list for sure, but we would still have to keep waiting. Every time we check-in with support, we are told the same thing: "Sorry, still no parts, just have to keep waiting. We don't know when the parts are arriving. There is nothing else we can do." Sole tries to have us feel sympathy for them and the fact they can't get parts. They tell us it's not something they can control. Meanwhile, brand-new Sole treadmills are available for purchase today at Dick's Sporting Goods. Keeping new stock available is more important than servicing existing customer machines. At this point, our treadmill has been broken for ~25% (1/4) of our ownership of it (5/18 months). Dear Sole, I'm not a partner of yours that needs to hear how supply-chain issues are out of your control. I'm a customer and customer service is something you have 100% control over. You should not be attempting to have customers wait MONTHS while explaining to them your manufacturing troubles. You should instead be doing all that you can to do right by your customers that spent a thousand dollars on your product, and at this you are failing. It doesn't matter to me _why_ you can't fix my machine. What matters is what you do to make it right.

  Business response

  04/05/2023

  Hello,

  I just left the customer a voicemail with my personal cell number. I can get the part out today if they want, plus add a tech. I can also add time to the warranty for the troubles getting this handled. I am awaiting the customer's call back.

  Thank you,

   

  *****

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Sole F80 treadmill from Dick Sporting Goods a little over 3 years ago ($1631.24). During the first week of February this year the treadmill completely shut down while being used. I contacted Sole Warranty support on 2/6 and was advised that a replacement power switch and control board would be sent, but due to supply issues the power switch would be sent at the end of February and the control board during the first couple weeks of March. During the call, the rep asked how often I lubricated the treadmill and I explained that I did lubricate it regularly and that I had just lubricated it the week prior to it breaking. When nothing arrived by 3/16, I contacted support again and they said one part was available, but they had to unload a recently arrived truck to determine if the 2nd part was available. I called again the following week and was advised that the parts are not available and there is no exact date when they will be. I am concerned that this has not been resolved and there does not appear to be any resolution in sight. I’m also very concerned that there may be an issue with the belt and that’s what caused the malfunction. I would like Sole to replace the treadmill as they have not been able to resolve the warranty issues. Claim: ********

  Business response

  03/29/2023

  Hello,

   

  I just left voicemails on both of the customer's numbers. The parts should go out today or tomorrow at the latest. I did leave my personal  cell number if he needs to reach me,

  Thank you,

  *****

  Customer response

  03/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19866331, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Sole F85 from Sole in January of 2021. Initially, there was a speaker issue known to occur with that model, and at that time it didn't take long for Sole to respond to me and have a technician come out to fix it. For a little over two years, I was happy with the product. In March of 2023 the treadmill wouldn't turn on initially. I would flip the power switch and it would light up indicating that it was on, but the treadmill display would not turn on. The speakers would also make a "clunk" kind of noise. When this problem occurred, I turned off the treadmill, removed the plug from the outlet, and tried again. It worked on the second attempt. This problem repeated for two days when I contacted Sole for the first time via their website form on Sunday, March 19th. I have not heard back from Sole despite responding to their auto-generated email on March 19th, March 22, and March 23. Finally I went on the website and found several different email addresses including ******************************** and ***********************, in addition to the ********************************** email address (from the auto reply form). I emailed all three email addresses with video of the issue on March 23, and I've also called on March 20 & March 25 (voicemails left) and March 28. I realize I have not waited as long as some of the other complaints here, but it's extremely frustrating that I spent $2,000 on something that should have lasted much longer. I've always performed regular cleaning and maintenance on my treadmill because it's important to me. I want the machine repaired or replaced in accordance with their warranty. But, a warranty isn't worth anything if you can't get the company to give you a call or email back.

  Business response

  03/29/2023

  Good morning,

  We do apologize for the delay in response, we are currently behind & trying to catch everything up. The customer will be contacted shortly.

  Thank you,

  *****

  Sole Service Supervisor

  Customer response

  03/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19864772, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2020 I purchased an F63 treadmill from Sole Fitness. After working well for about 10 months, the motor and motor controller burned out in August 2020. After several months, replacement parts were finally provided in October of 2021. The same two parts burned out again in January 2023. After being directed to a third party supplier, Spirit Fitness, I am in month two of another wait for parts that are supposed to be under warranty with no end in sight. So we have a wildly defective product being sold to consumers with no ability to service or provide the appropriate repairs under warranty. I am seeking a replacement treadmill or a full refund. Thank you.

  Business response

  03/23/2023

  We are processing a replacement. We have sent email confirmation to the customer. 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sole F80 Treadmill directly from Sole in May 2021 for $1,600. In December 2022 while walking I started to smell burning rubber and the Treadmill showed an E2 error code and shut off. At that point smoke started coming from the front of the treadmill. I removed the cover to find the wires were melted and the circuit board was burned. It took me almost a month but I was finally able to get a response back from Sole and request ***** was created in early January. I provided pictures showing the burned components. Warranty # *******1 was issued for the parts on Jan 16th but I was told the parts were on back order and would be available at the beginning of February. I was told they would be sending me a new controller, motor, and belt would be sent to me and once I received the parts they would schedule a technician to install them. I contacted Sole on February 8th and they responded February 18th and said the parts would be available any day now and I would receive tracking information when the parts shipped. I have contacted Sole to try and get an update and now they are not responding. According to the Sole website most warranty claims are resolved within 5 days, I find this very misleading based on my experience and others I am reading. Very disappointed.

  Business response

  03/14/2023

  Please be on the lookout for an email from Sole Sales about a replacement unit.

  Thanks,

  Shane

  Sole Service Supervisor

*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. ↩