ComplaintsforSole Fitness

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 06/20/2022 I called Sole Treadmill customer service to explain to them about an error message I was getting on my treadmill Error message E4 I was able to speak to someone and she mention it was either the motor or the controlling board, this two parts are not available and they have been out of stock for a while with no ETA, she recommended to email the replace/return department [email protected] since my treadmill still under warranty . I emailed them on 06/20/2022 and I received an auto response back saying they will contact me within 7 business days, today is July 10th and no response since my first email I have sent two more emails one on 06/30/2022 and the other one on 07/08/2022 and still no response or acknowledgement. I would like someone to look into this problem a little deeper and work on a resolution to this problem. It’s very frustrating to me because I don’t think they care and are just ignoring my request. Thank you, Serial #: **************** Purchase Date: 11/06/2019 Dealer: *****

  Business response

  07/13/2022

  Hello,

  I just spoke to ***** **** & advised her that Sole is replacing her unit with new one. She has my contact info if she has any further issues.

  Thanks,

  *****

  Customer response

  07/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,

  ***** is aware that the shipping company is supposed to contact me with a delivery date, ***** suggested to wait until Friday July 16th and if I didn't hear from them to call him at his direct line. 

  Sincerely,
  
  ***** ****

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a sole F 80 on 7 September 2021. The electronic have not functioned correctly since October 2021. I have contacted Sole on 10/28/2021, 1/04/2022, ******** 3/08/2021 ********** 3/31/2022 ********** 4/6/2022 ********* 4/14/2022 (******); 4/19/2022 (******); 4/20/2022 (***); 4/28/2022 (***). All of these Sole contacts promise a service personnel would contact me to make an appt, for repair. Only ***** followed through. ******** service tech was ALL Fitness Equip. This tech did nothing to correct the problems. Sole did send new parts which have not been installed.

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/05/11) */ Hello, I just spoke to *** *****, he now has me as his contact from here on out. We are actively working on getting a tech to take care of his issue. He will call me on Friday if he has not heard from a tech.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a sole fitness r92 exercise bike. Upon receiving the bike there's no restriction till level 17 out of 20 so all the preprogrammed workouts are useless and I'm sure as time goes on the restriction will get worse. I've contacted sole fitness multiple times thru email and by phone talked to multiple reps they agree that it's not working correctly. They have shipped me a part for there tech to replace...but there's no tech... it's been over 3 months. I keep being told I will hear from a tech within 4business days and never do..my last conversation with a rep was he would personally look into the issue and call me back.....that was 5 days ago. This company by there actions tell me they have no intention of fixing this warranty issue. I'm tired of this situation either fix it or come get it and give me a refund. I should have bought a peleton

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/28) */ Hello, I just spoke with this customer & gave him my contact info & extension to use from here on out. I also got with his technician to call & schedule his appointment. The customer can talk to me from here on out. Any time down will be added back to his warranty.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the sole elliptical E-20 on 2/27/21. It was delivered to the entryway of my home. Upon opening the box, the frame was cracked and the arm was broken. I called Sole Fitness to report the problem and was asked to send pictures of the damaged. I uploaded pictures and sent via email. I received an email stating that Sole would replace the item with a new machine and arrange for pick up for the damaged machine. When I was contacted by the freight company to schedule a date to deliver the new machine, I informed the rep on the line that a pick was also arranged, I was told by the freight company that a pick up was not requested by Sole Fitness. I contacted Sole and was told by a customer service rep that a lading order would be emailed to me to give to ABF Freight after he arranged the pick up. I called ABF Freight that next day to make sure there was a pick up order in place, which there was but that I would have to haul the damaged elliptical to the curb for the pick up or I should get in contact with Sole to have them change the order to "Home delivery". I again contacted Sole and explained to the rep that I was not able to haul a heavy machine to the curb nor should I have to. I was told that the problem would be escalated for an amicable resolution and I should hear from a rep in 24-48 hours. Needless to say, I didn't hear from anyone form Sole for 3 day. After a disappointing back and forth with no resolution, I requested a refund. This the message I received from Sole, You are eligible for a full refund. However, the issue still remains. If you want a refund, the broken unit will need to be outside where they can grab the machine. We are not saying it's your fault the machine is broken. Hence why we were happy to replace the unit with a brand new one or give you a refund. But our freight company has completely discontinued in-home delivery and removal. So all we ask is that you have the machine back out to where they originally delivered the unit.

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/04/22) */ While we understand the frustration of having a damaged unit, our return or replacement parameters are clear on our website that a return or replacement will be done with the same shipping method that was on the original order. On our end, curbside delivery is what was paid for and by policy, curbside replacement or return is what we offer. The cost of an inside pick up is $200. If the customer would like us to take this out of the refund to cover the cost we can upgrade to an inside return. Or if they would like to pay this cost to upgrade to an inside swap, we can do that as well. Consumer Response /* (3000, 7, 2022/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Upgrade my delivery/return to pick up at the front door of my apartment. Again, the unit was delivered inside my apartment and it was delivered damaged. As a recompense Sole should pick up the damaged unit from inside of my apartment, the same way it was delivered. I did not deliver the item, I did not break the item, then why am I being forced to remove it? How can a company who offers satisfaction guaranteed on their products offer such horrible shipping and return options? Please contact me to set up pick up. Thank you. Business Response /* (4000, 9, 2022/04/25) */ I sincerely apologize for your frustration. Are you stating that you want us to upgrade to the inside return for the $200 out of the refund? On our records for order and shipping we show the original purchase and the delivery were curbside only, we are following the terms on our website of the returns process. Most of our competitors charge a $250 fee plus a restocking fee for a return for anything, we are simply asking that you follow the terms provided on our website. If you do not want to pay SOLE for the upgrade to remove it, often local moving companies have options that could have a different cost. Consumer Response /* (2000, 11, 2022/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sole has offered a refund upon closure of this complaint. So I am removing this complaint to receive a refund. Unfortunately I will have to dispose of the unit on my own.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Sole F80 on 22 January 2022 from Dicks sporting goods. Got it setup shortly there after and about 20 minutes into my first workout it started to throw E5 codes. I entered a service request on Feb 9th, after hearing nothing I called and find out my ticket had fallen through the cracks and they were working on it. I have since been calling bi weekly and emailing almost weekly. The parts have made it to me but still no technician. Today on the phone I was given contact information for the assigned tech and allegedly the person I was on the phone with from Sole called them and left a message, not sure how they did that because when I called the number I got answering machine full. I have tried both phone and text to reach this technician/contractor to no avail. I am superbly frustrated with this whole situation.

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/04/19) */ Hello, I spoke to Mr. ***** a few minutes ago & let him know that I reached out to his tech. I gave Mr. ***** my contact info for going forward if he has any future questions or issues. The tech should be in contact sometime today today with the customer.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company has failed to produce a treadmill technician to complete work on treadmill. Work order is XXXXXX. It has been two months of calling and waiting for Sole to find a technician to come out and fix my treadmill.

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/03/07) */ Hello, I just spoke with the customer, she has my contact info. I informed her our admin will work on getting a service provider to her. Advised she can call me anytime she needs assistance. Thanks, ***** Consumer Response /* (2000, 7, 2022/03/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I last spoke with ***** on Friday March 11th. He informed me that they have reached out to a local company to come and service my treadmill. As of today I have not heard from them yet. I will wait until March 16th and contact ***** again if the company has not reached out to me.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We pitched a our Sole F63 from Dicks Sporting Goods on January 29, 2020. We got about 3 months out of it before filing our first claim, control module broke. Everything gets fixed and works for about another month, now something else broke on it. Fast forward after 3 claims to Sole and now our warranty picking up under Dicks No Sweat Protection plan. Filed a claim with them, and took a good couple weeks for them to come out and service. Speaking to **** the service tech, he said we can replace the control module but your frame is bent and the incline motor is broke. But said he would file a claim and we could run on it, fast forward to December 20, I file a complaint with Asurion to have the treadmill fixed because, again, the control module went out. Here we are almost a month in. I have no idea what is going on and have a door stop for a treadmill. I would think after so many claims they would accurately fix the treadmill and/or issue a refund on it.

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2022/01/11) */ We're sorry for the trouble that you've been having with your machine. Please reach out to our returns team by emailing them at *******@soletreadmills.com and they will be able to work with you on a replacement machine.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sole F80 treadmill on 11/07/21, the day my credit card was charged $1,911.43. On 12/03/21 they arrived at my home and assembled the treadmill. We tested it after it was assembled and it did not work. The unit console did not respond to touch and it's turning on and off on its own. The assembler thought the treadmill computer was defective. He immediately reached out to Sole, explained the issue and sent them pictures. I received an email from Sole who were going to order the replacement part, schedule the repair and I was suppose to receive a tracking number and a repair date on 12/09/21. I never received a tracking number, email or call back. I processed a RMA on December 13th for the return. I contacted Sole on 12/16 to schedule the pickup. They told me they could not pickup the treadmill because it was assembled and said I would be hearing from another shipping company on 12/20 to schedule the pickup. I have not heard from anyone regarding the pickup. At this point I have tried everything to have the treadmill returned under warranty and my account credited. Sole has not intention of picking up the treadmill or refunding my account.

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/08) */ It looks like Sole is taking care of this. They asked me for the notes on Mr. *******'s case. I did call the customer & left a voicemail to reach out to me if there is any help needed from me. Consumer Response /* (3000, 7, 2022/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have reached out to Sole via email and phone 15 times. I have not received resolution, the defective treadmill has not been picked up and I continue getting the run-around from Sole Customer service. No one from Sole has called me. Its been over 2 months since I purchased the treadmill. Business Response /* (4000, 9, 2022/01/11) */ We're sorry for the trouble on this. I reached out to our returns manager, and he is aware of the situation and actively working on it with our shipping company. Please email [email protected] if you have further questions and they will be able to assist. You should be hearing soon from them regarding the scheduling of the appointment. Consumer Response /* (4200, 11, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The treadmill has not been picked up as of 01/12/21. My credit card was charged on 11/7/21 and I have not received a refund. Sole's assembly partner reported the treadmill was defective on 11/17/21. Unacceptable. Business Response /* (4000, 13, 2022/01/20) */ The customer's machine was picked up. However, we can't issue a refund as there is an open chargeback that the customer initiated. The chargeback has been accepted, and the customer should have the funds in their account. If they don't they will have to work with their bank at this point.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $1100 for a new Treadmill that has been defective since it's delivery 09/2020. I have in good faith attempted to get service based on the warranty that was promised and enrolled. The machine is completely inoperable by no fault of my own, but rather a faulty product. I have, in good faith, followed all phone support instructions for over a year to troubleshoot and attempt to get service. A technician was never dispatched and through countless delays and ignored communications SOLE now advises the warranty has expired and I'm responsible for repairs of the faulty treadmill. The warranty was never granted. Service never rendered and I am left with a useless, inoperable treadmill and a over $1100 financial loss. Not including a cost to remove the useless equipment. Please help.

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/29) */ Our in house technician ******** reached out to the customer and we are awaiting a time for him to be near the machine, he will call us when near the unit.

*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. ↩