ComplaintsforSole Fitness

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the Elliptical E95 (***** ***************) I recently purchased. Unfortunately, I have encountered several issues with the product, including missing accessories, defective accessories, and a screen that continuously flashes green. Despite opening warranty requests (**************************** submitted on 08-02 and **************************** submitted on 07-28), I have not received any responses, nor has anyone contacted me to address these concerns. Additionally, I had to purchase the missing accessories from Home Depot at my own expense, which is unacceptable given that these should have been covered by warranty. I have tried to reach out via email, but the response from your service team has been to ask me to wait, without any clear resolution or timeline. I urge Sole Fitness to expedite the service requests and address these issues immediately. I look forward to your prompt attention to this matter.

  Business response

  09/03/2024

  Hello, 
  Thank you for contacting SOLE. We apologize for any frustrations you are experiencing with regard to service and repairs on your equipment.
  Over the last few months we have been transitioning our warranty support in-house. This change will allow us to offer more efficient, direct, and personalized assistance to our customers. However, as we make this transition, there have been some temporary delays in processing warranty claims.

  We have reached out to our service team and asked them to call you with an update on the work order for s/n *****************

  
  If you need immediate assistance, please do not hesitate to contact our customer service team at 866-780-7653, Option 2 will get you to service and warranty.

  
  Thank you,

  
  Sole Fitness

  866-780-7653 

   

   

   

   

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a complaint against Sole Fitness regarding their failure to honor the labor warranty on my treadmill.In June , I contacted Sole Fitness for warranty service on my treadmill, which includes parts and labor. Despite confirming that I am within the warranty period and that both parts and labor are covered, Sole Fitness has failed to provide the necessary labor service. They sent me the required parts over a month ago, which have been sitting at my house since then. However, they have repeatedly stated that they are unable to arrange for the labor to install these parts.I have been in communication with Sole Fitness for over a month, attempting to resolve this issue. Despite my numerous efforts, including phone calls and emails, there has been no satisfactory resolution, and my treadmill remains unusable.I am requesting that Sole Fitness either:1. Arrange for the necessary labor to repair my treadmill as covered under the warranty in a timely manner, or 2. Provide a full refund for the treadmill if they are unable to fulfill the warranty obligations.The details of my purchase and communications with Sole Fitness are as follows:- Product: sole F85 Serial number #**************** - Purchase Date: 2/12/2024 - Communication Dates: 6-27, 7/18, 7/29 I believe that my request is reasonable and aligns with the terms of the warranty provided at the time of purchase. I would appreciate the Better Business Bureau's assistance in resolving this matter promptly.Thank you for your attention to this issue.Sincerely,***************************** ************

  Business response

  07/30/2024

  Hello *******,

  We apologize for the delay as we are currently transitioning our warranty support in-house. As we make this transition, there have been temporary delays in processing warranty claims.

  We apologize for this inconvenience and assure you that we are working diligently to complete your claim as swiftly as possible. I have passed your information along to our leads in the warranty department for assistance. They are working to schedule your labor repairs and they will be in touch with you shortly. 

  If you have any questions in the meantime please call ************** or email *********************** for an update.

  Thank you,

  Sole Customer Support 

  
  
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Sole F80 treadmill about 7 years ago (January 2017). It has been well cared for and used (at most) 20 minutes per day for walking...with periods of unuse, as is typical with these machines.I was dismayed when it suddenly started making noises and having speed fluctuations that made it dangerous to walk on, but remembered ****'s supposed lifetime warranty, so I submitted a Service request on March 16. I had received no reply on March 31, so sent a follow up. Still receiving no reply, on April 4 I sent an email with a more nasty tone. I finally got a reply that same day from *******************************.******************* reached out by phone the next day (April 5) and gave me order number 769819-1 for a replacement motor and said I would receive it within 3 days. On April 17 I had received nothing, so I reached back out and was told I would get the motor 3 business days from when it shipped (whenever that happened to be). I was informed the motor was on backorder and they were supposedly receiving a new shipment on April 20. Since then, I followed up on May 9 and was told the next shipment was coming May 27, and on May 31 was told that shipment hasn't arrived. Now June 10, there are still no signs of a motor and they have stopped mentioning the "shipment". I did get a sales email offering me $100 off a new treadmill, which is insulting at best, a deceptive way to make a sale at worst. At this point, I have been 3 months without a working treadmill, and my health is being impacted by the reduced exercise. Seven years doesn't seem like much of a lifetime for a lightly used treadmill, and it would be nice if they honored their warranty in a reasonable timespan. There is zero reason they couldn't have fulfilled this within 3 months.

  Business response

  06/12/2024

  ************ is the ***** tracking number for the motor. 

  Customer response

  06/17/2024

  The promised replacement part finally shipped the day after I filed the BBB complaint, and I received the part 3 days later.  It has resolved the issue.  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Machine Serial Number: **************** -Dealer Purchased From: Sole Fitness -Date of Purchase: 3/16/2023 1st compliant 4/16/23- issue with it making noise. (this was a replacement treadmill bc the one purchased 1 year prior had many issues) 4/26/23 - I received a reply that a new roller set was ordered and a tech would come out. 11/9/23 - I contacted Sole with same issue occurring with the treadmill making noise, worse than before 11/13/23 - they requested a video from me 11/17/23- the video was sent to Sole 2/22/24- I followed up bc heard no response 3/6/24 - contacted by Sole that a tech would come out with a new bearing set 3/15/24 - I reached out to find out when the tech would come out 4/18/24- I followed up bc heard nothing 4/24/24- Sole said they were looking for a tech to come out 5/6/24- I reached out again to see the status of the tech to make the repair 5/9/24 - Sole replied saying that they are still trying to schedule a tech I have not heard anything since 5/9/24.

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Sole F85 treadmill directly from their website 11/27/2023 for $2,435, order #**************. I am a disabled veteran and purchased this treadmill to walk at an incline. The treadmill is advertised as having a Speed Range of 0.5-12 MPH and an Incline Range of 15 Levels. However when I try to walk at an Incline the belt will start to speed up forcing me to start running. I submitted a warranty repair request right away on 12/18/2023, but they were dragging their feet on the repair, 1st waiting to send out parts, then waiting on an appointment for the repairman, then waiting on more parts and another appointment, then a replacement treadmill. Still after all that the treadmill is having the same issue. Now they are saying there is nothing else they can do, even though I sent multiple videos of the issue. I asked for a refund and they told me that I am outside the refund window, then told me I should sell the treadmill. To me it would be unethical to sell a treadmill that I know is not working properly. I believe this is an issue with this model of treadmills because I had the same issue with both of mine, and because I previously had a sole F80 that I bought in 2020 that I was able to use walking at an incline.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new treadmill on January 28th 2024 for ******** which included delivery and set up. (ORDER ***************). The treadmill was delivered and set up on Feb 9th 2024. A few hours after delivery and set up we attempted to use the treadmill. We discovered that the *** screen/keypad did not work properly. We contacted customer service and they immediately sent us a new screen and told us a technician would be contacted to install it. Well over 2 months later, approximately 6-8 calls and many emails we can not get the service department to get someone to come out for what is probably a very simple repair on a brand new treadmill. Horrendous warranty service for a brand new treadmill

  Business response

  04/22/2024

  Hello,

   

  Per the tech's notes, it looks like he went out & fixed the unit.

   

  Fitness Motion I replaced the console and maintenance, job complete ok. C-04/19/2024 SL

   

  Thank you,

  *****

  ************ Supervisor

  Customer response

  04/22/2024

   
  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.

  I am happy after 2 1/2 months they were able to get a technician to fix the problem that was an issue form the day the treadmill was delivered.
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2023 we purchased the soul E 95 elliptical trainer. We started experiencing problems with it in November and immediately contacted the support team. In the now 5+ months since then. I have done all but bag for follow up and repair of the elliptical. The service on this device, which is not inexpensive, is truly abysmal. If I sensed any effort at all to follow up with me and reasonably service the device I would be more patient than I am feeling right now. Its truly ridiculous at this point.At the very least, I would like my device repaired but, honestly, Id far prefer to return it and get my money back.

  Business response

  04/04/2024

  Hello,

  I just spoke with the tech assigned to this case and will be contacting the customer today. We can add any downtime lost back to the warranty.

  Thank you,

  *****

  Sole Service Suoervisor

  Customer response

  04/04/2024

   
  Complaint: 21529161
  
  I am rejecting this response because Ive not yet had resolution and have been promised similar followup several times in the past. Its noteworthy that ***** indicated I may hear from the technician today to schedule repair, but its 8pm and I heard nothing. 
  

  at this point, my strong preference would be for Sole to take back the machine and return our payment. Weve lost confidence that this manufacturer is reliable and can be counted on to service the machine in the future. 
  
  Sincerely,
  
  *******************************

  Business response

  04/17/2024

  Hello,

  I spoke with the customer & the repair was completed.

  Thank you,

   

  *****

  Sole Service Supervisor

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Sole F89 Treadmill on 1/12/24, which was delivered on 1/25/24. It was assembled by the delivery people, but arrived with a cracked console screen. A new screen arrived on 2/12/24 that did not update software, had speed buttons that doubled the indicated speed and shut down and tripped the house circuits when it hit a certain speed. I submitted a request to return the machine, but emails ask questions about the problems but will not respond to the return requests. I began calling Sole about the issues on 1/30/24 and talked to Rachel. All issues were known by Sole and would be resolved with a software update, but they did not know when programmers in Taiwan would have the update due to holidays. Called and talked to Shane who said that new cables would be sent out and a tech would install ten within two weeks. On March 21, Jeff, the tech came out to repair the machine and was to install the new parts. Parts were not installed due to the fact that according to Jeff a new motor was needed. He videotaped the machine shorting out and told me that he would send me a report for the visit and order an new motor. I have called at least a dozen times and the last call on 4/2/24to ask about the report and the new motor. Adam told me that the tech had told him that due to a storm the notes on the visit were lost and that as soon as possible he would send me an update. No motor will be ordered until a report from Jeff is received. At that point I decided to submit this complaint. Notes on the calls are available and if the emails are needed, they have been saved. Thank you for your response to this request. Please note that the price includes the cost of the machine, the tax, the assembly and the warranty. $2,900 + $349 + $181.25 + 139 = $3,569.25.

  Business response

  04/08/2024

  Hello,

  I just left a voicemail with the customer explaining that I placed the order for the motor with a return trip for the tech. I also can add the downtime back to warranty. I left my contact info on the voicemail.

  Thank you,

  Shane

  Sole Service Supervisor

  Customer response

  04/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  From the initial request in January, a tech finally came out on March 21. I was promised that he would replace the parts and send a report. Neither of these was done. In addition Jeff told me that a new motor would be needed. This was not ordered and this would not resolve the issue of the Treadmill shorting out, tripping fuses, system software not updating and speed buttons doubling the speed of the Treadmill. 

  I spoke with Shane today, who I am assuming responded because of the pressure from the BBB. He told me that a return would take place and that by 4/10/24 I should receive an email about the return daye, if not, I should contact him.

  A question about the amount of the return was still unknown. Would it include shipping, setup, tax, Warranty and the cost of the machine? Shane told me that he would get back to me. 3 months dealing with this company has been exhausting. I am thankful for the response from the BBB.

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

  Business response

  04/09/2024

  Hello,

  I just spoke with the customer. He will be getting an email from returns today about the refund.

   

  Thanks,

  Shane

  Sole Service Supervisor

  Customer response

  04/09/2024

  
  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.

  I have been told that a full refund for the machine, assembly, etc will be provided by the company. However, no date for the return nor the date for the pickup of the machine has been forwarded to me. I have been told that as soon as the machine is picked up a refund will be processed. Shane, from Sole told mecthat during the week of the 8th of April I should be receiving the date for the return of the Treadmill. 

  I accept this response assuming that thie return will not be delayed.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Sole treadmill directly from Sole on 12/13/2023 Delivered on 12/21/2023 Assembled between 12/26-12/31/2023 Treadmill did not work properly from time of assembly. Tried using for few weeks thinkng it nneded to be broken in. Contacted Spirit Fitness (warranty company) on 2/3/2024 by email. Sent required audio/video on 2/7/2024. Q was informed needed new driver motor and bumpers. Was told parts would be shipped and technician would be in touch. Waited one week. No parts arrived. Called Spirit and was told parts never ordered. something to do with serial number?? Parts reordered and delivered. Did not hear from technician so contacted Spirit again and was told their policy was to reach out to one technician at a time and wait 3 days and if no response then reach out to next technician. This went on for few weeks with no resolution in sight. Contacted Sole directly and was given a name of supervisor (******************* ************) Reached out to him and was told they located a technician -Aalantic ************-willing to repair treadmill. Reached out to repair company and was told no service date could be arranged. Very busy and few technicians available. I do not live in a rural area. Contacted Sole - *****************************-to address my frustration on having bought this treadmill from this company in good faith and received a defective machine. NO RESPONSE!! At this time I just want Sole to refund the original amount I paid and pick up treadmill. I have no faith in this company and do not want to support a company who does not support or stand behind their products. It is now March 23,2024 and I have not been able to use the machine. I find this unacceptable and cannot fathom this being ethical in any way.

  Business response

  03/25/2024

  Hello,

  I just spoke with Aatlantic & they are reaching out to you today. From the way they talked, they will be scheduling for next week. Any time you've been down due to this, we can add back to your warranty once the unit is fixed. I do apologize for the issues & the time it's taking to get a tech out there. We try to avoid going the route it says in the owner's manual about if no local service can be found. Please keep me posted if they have not contacted you today.

  Thank you,

  *****

  ************ Supervisor

  Customer response

  03/25/2024

   
  Complaint: 21476439
  
  I am rejecting this response because:  The warranty issue is not a major factor at this time. It is the fact that I was delivered a defective machine 3 months ago and I feel both Sole and Spirit fitness did not stand by their product. I do not live in a rural area as stated in owners manual. I really would like Sole to pickup and refund since I do not feel comfortable with product or company
  
  Sincerely,
  
  *************************

  Business response

  04/04/2024

  Hello,

  We spoke to the service company AA Atlantic. They informed us that they reached out to the customer and offered a repair date of April 2, 2024 and they did not receive a response from the customer. The customer has the necessary parts for repair, however, repairs have not been attempted. 

  No RMA has been filled out by the customer. Please contact *********************** if you would like to request a return link. 

  Thank you,

  Sole Fitness

  Customer response

  04/07/2024

   
  Complaint: 21476439
  
  I am rejecting this response because:

  First and foremost the reply does not resolve this complaint.  Secondly, I do not know who is suppling false statements Sole or Aatlantic,  I have been in contact with Aatlantic numerous times through phone calls and texts.I have texted/and or spoken to ****  and have replied to numerous other texts beginning at least from March 7, 2024 and thirdly, I have requested information on how to go about returning the treadmill (what Sole is calling a RMA) twice.  Once  to ******** :****** on 3/14 and as directed in this reply from Sole to BBB in an email to *********************** on Thursday, April 4, 2024. Both times I have received no reponse. I have also voiced my request to Spirit Fitness manager ******************* who stated that was ****'s department,  As to the comment that I have the parts, yes I have an unopened box sitting near the treadmlll.  That was never the issue. The issue is receiving a defective treadmill and the lack of technicians in area (which again, I do not live in a rural area) and just the overall way Sole and Spirit Fitness has handle this issue.  I think as a consumer, I would have a right to return and be refunded for a defective purchase without having to go through  all of this.

  At this time, all I want is to return  the defective treadmill and be refunded.  I do not want to have to deal with Sole or Spirit fitness again.  
  
  Sincerely,
  
  *************************

  Business response

  04/09/2024

  Hello,

  We have received no email communication from the customer requesting a return authorization form (RMA) nor has one been completed by the customer. The last correspondence sent by the customer was on 3/14 updating us on the technician status. 
  

  Again, please contact *********************** to request a return authorization form. We have included the link below for your convenience:

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

  Thank you,

  Sole Fitness

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased Sole Fitness F85 Treadmill on 2/15/2024 at Dick’s Sporting Goods in Henrietta, NY for $2805.84. Treadmill was delivered and assembled on 2/22/2024 and I registered the product on the website on 2/22/2024. Within hours of the assembly we attempted to use the treadmill as advertised. The contact heart rate sensors and some of the apps are not working. I contacted the company via email and outlined the issues. The machine at the Dick’s Sporting Goods store also doesn’t have working apps or working contact heart rate sensors. I researched the machine online and found many, many customers report the same issues and those are dated 6 to 12 months ago. It is obvious that the company knows of this issue but makes no point of outlining it on their website or at time of purchase through their vendors. Two people from customer service responded to my email on 2/23/2024; Carolyn W********* and Isabel S********. Carolyn basically told me to call their support line and confirmed that the contact heart rate sensors should work and work without a chest strap. I asked for an email address for further contact and was told by her that no one would respond for 7-10 days! Isabel was nice enough to pass along my email address directly to the department however no response yet. I found the email address on another site and sent in a request but received only an email confirmation and a request for more of my personal information - although since I registered the product prior to the inquiry the company has all the info there is. The company seems to be purposely delaying assistance and knowingly sells equipment that is defective.

  Business response

  02/29/2024

  The following message was sent to the customer on 2/26/24

  
  Ashlee L**** <*****************************> Mon, Feb 26, 5:22?PM (3 days ago)
  
  
  to *************, Shane, Kurtis, Hannah, Carolyn, Isabel, Management, info
  
  
  Hello ******, 
  We apologize for any issues you have encountered with your treadmill or if you feel our advertising has been in any way deceptive. We have never intentionally misled customers about our products. 
  We acknowledge that our console displays encounter bugs, which is common to modern software. Issues do arise with most streaming apps (Hulu specifically) and most are due to copyright/privacy settings, etc. Again, our software engineers are making continuous updates which should allow access to Hulu and we appreciate your patience while these are being resolved. 
  
  
  In the interim, we do offer various media apps, along with instructor-led classes, workout programs, and fitness tests if you are open to utilizing other options.
  
  
  With regard to heart rate monitoring, our service team will be glad to assist with troubleshooting the hand pulse sensors. The quickest way to reach a technician is by phone at ###-###-#### between 8am-7pm CST Monday-Friday.
  
  
  I have also included our team leads in this email for assistance.
  
  
  Having said this, we certainly don't want you to be unhappy with your purchase, so if you would rather take advantage of our return policy we will be glad to assist with that as well. Sole offers a 30 day satisfaction guarantee on all of our products should you decide the treadmill doesn't fit your needs.
  
  
  
  Please let us know if you have additional questions or concerns.
  
  
  Thank you,
  
  
  
  Ashlee L****
  CX Director
  ###-###-####

  Customer response

  03/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: it does not address any three of the resolutions requested.

  To clarify the path we’ve taken…we did use the troubleshooting outlined on the Sole website to address the heart sensors not working. Is there something else someone at Sole offers that is not offered and directed to the consumer from the website? FYI - my husband is an engineer so know that we’ve conducted the diagnostics ad nauseam and to no avail, and, we’ve used heart sensors on many, many, many other cardio machines and there never was an issue. Either the tech team installed incorrectly or this is an ongoing problem (again, the machine at Dick’s does not have working heart sensors and the numerous consumer posts online outline this as an ongoing issue for the past 12 months!). Chatting with someone on the phone to conduct the exact rebooting that is already outlined on the website is ridiculous and a waste of our time. Mind you we’ve already spent a couple hours on this machine.

  Please send a tech to conduct warranty work on this machine so it can be determined without a doubt the issue with the heart sensors (from an engineer perspective and a layman - it looks as if this is a design flaw), replace or upgrade to another machine with known working heart sensors, refund monies to keep machine as-is or pick-up the machine for a full refund of all monies expended. 

  Looking forward to a quick reply and resolution through the BBB portal. 

  Thank you.

   

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

*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. ↩