ComplaintsforSole Fitness

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sole Fitness Elliptical E25 on July 7, 2023 and paid $350 extra for assembly. The machine was delivered on July 27, 2023 and the techs laid out the parts in my garage only to discover it was missing a part. The tech called Sole and was told that someone would call me back. This never happened. After several phone calls to Sole, a part was ordered (the mast) and the machine was assembled on or about August 21, 2023. The tech put the machine together but there was a problem with the left swing arm. Again, I called Spirit Fitness (I think that's who I called, but not sure) to tell them the problem. A part was ordered and delivered and a tech finally came out sometime after September 14, 2023. On that date, I requested a refund, but a day or so after my request a tech was miraculously found and the swing arm issue was resolved. Now a few days ago, my husband was using the machine and the mast came loose. The machine is unusable. I requested a refund even though it has been more than 30 days. This request was denied and I was told to call customer service. I called this morning and was told that the warranty didn't cover cost to send a tech out but they could order a part. I am beyond frustrated with this company. Their warranty states, frame lifetime, parts 2 yrs, labor 1 year. They clearly do not stand by their products. I simply want a full refund so I can move on from this and get a machine that works and a company that has good customer service. I have never experienced this kind of customer service in my entire life.

  Business response

  01/29/2024

  Hello,

  Sorry to hear about the troubles. A refund was denied because it is too far past the time for it. I do see where we asked for pictures/video of the problem with the mast. We have to see that so we can diagnose. The mast is a part of the parts warranty which is longer than labor warranty. The labor is only 1 year unfortunately. We can place the order for any parts required but we cannot send a tech to install nor refund the unit.

  Thank you,

  *****

  ************ supervisor

  Customer response

  01/29/2024

   
  Complaint: 21204191
  
  I am rejecting this response because:  there has been a problem with this machine since it was delivered missing the mast.  I'm not clear on why you are saying the labor warranty is no longer in effect.  I purchased the machine July 7, 2023 - and it was not in operating condition until September 2023.  That is approximately 4 months! I am concerned about ordering another mast and having this fail again at some point.  I simply want a refund.  I can send a picture of the mast but it won't show that it is loose.  
  
  Sincerely,
  
  *****************************

  Business response

  02/09/2024

  Hello,

  I am sorry to hear about the problems. As far as labor goes, that was a mistake & you are covered. I will glad to assist you with any parts & a tech to help resolve any issues. They have already denied the return but if you want to reach out to me, my number is *********************.

  Thank you,

  *****

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

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Sole F80 treadmill from D*** Sporting Goods in December of 2021. Since then the machine has had 2 issues. 1. The control board went bad and had to be replaced 1 month after purchase. It took **************************************************** November of 2023 the motor began to fail. The first time I called they insisted it was the control board and sent me another one. When I called and asked when the technician would be out to install it I was told they couldn't give me a date but that someone would contact me. 1 month later I had not heard anything. I called back in and was told I could install it myself and they sent me instruction in an email. I installed the board and the same problem persisted. I called back and asked when a technician would be out and they said they still could not give me a date and that they would not have advised that I replace the part myself. (I get a different answer every time I call in, they are inconsistent in their responses). I replied to the email I received and was told a technician would be out to install the new control board ( which was already done) and resolve my original complaint. I had the phone number for the tech so I sent him a text message. He came to my home 1 week later. He looked at the machine and agreed that the issue was the motor and said he would send in the information. He also stated the SOLE does not tell him if they are going to send the part or not we just have to wait. This machine has a 5 year parts Warranty and a 2 year Labor Warranty which expired 3 days after I called in with my complaint in November of 2023. The machine is still broken, I have no idea if they are sending a part. I have called in twice where they leave me on hold for 30+ min and then disconnect. I just got off the phone with them and the representative I spoke with said they have no record of a technician making a request for anything. They are asking me to send in a video of the machine so they can order.

  Business response

  01/19/2024

  Hello,

  I have placed an order for the drive motor with a tech attached. The part should go today or Monday & the tech should be contacting you to schedule. I do apologize for the hassle you have been dealing with.

  Thank you,

  *****

  Customer response

  01/19/2024

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

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 10th I purchased a SOLE TT8 treadmill from their website, for $2799, I paid an additional $350 for setup and also bought the extended warranty, for $139.00. In total, I paid SOLE $3552.11 including tax. The treadmill was delivered and setup on December 19th by Arcbest, who SOLE subcontracts with for delivery and setup. Since delivery and setup the treadmill has never worked. It would not power on when the installers were here and they made up a reason saying the display needed time to warm up, the unit had already been in my heated home for 2 hours. **** blamed the installers for faulty setup and on December 22nd refunded the $350 setup I paid. However, they have not sent anyone to repair the treadmill or offered any other ************ they are saying this is their busy season and they don't know when they can get to someone to repair it. They should either refund my money and come take their nonfunctioning treadmill or ship me a new treadmill that actually works since they can't seem make this repair a priority. Please reference Order # ************** or Ticket #******

  Business response

  01/05/2024

  Hello,

  We are still actively looking for a tech but a Replacement link was sent if the customer would like to replace the whole unit.

  Thank you,

  *****

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

  Customer response

  01/11/2024

   
  Complaint: 21093643
  
  I am rejecting this response because: after requesting the replacement, I received an automated reply that my response would be considered and it has now been 4 business days and no one has followed up. I have not been able to train, my only option is to pay more money to go to a gym and this is the worse customer service Ive ever experienced when having purchased commercial grade equipment at premium pricing.
  
  Sincerely,
  
  *******************************

  Business response

  01/11/2024

  The replacement status is currently in review as this involves multiple steps with various departments. This will be processed as soon as possible and sent to the shipping department.

  Necessary approvals also had to be considered in this instance as repair attempts were never made. 

  The following message was sent to the customer:

  "Your Replacement is under review. We appreciate your patience as we gather the appropriate information to process this request. This includes obtaining notes from our service department, shipper and/or other applicable departments and can take 2-4 business days. We will be in touch soon with next steps. If you have any questions please reply to this email and we will assist you as soon as possible. "

   

  Thank you,

  Customer response

  01/13/2024

   
  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 maintain that this is the worst customer service I have ever received and to repair a brand new unit that never worked is the equivalent of paying full price for a refurbished unit. I would never do that. And to take just shy of 30 days to resolve this abhorrent.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Sole Fitness to ask questions about my warranty. The representative was very rude and unprofessional. He ended up hanging up on me when he couldn't answer my questions.

  Business response

  12/14/2023

  Hello,

  I just left the customer a voicemail with my extension.

  *****

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

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased my Sole F80 on January 1st of this year. Order number is **************. Serial number for treadmill is ****************. This is registered under my husband's name, *****. On November 3rd or 4th, it began acting up. The motor started making this horribly loud noise and the entire treadmill was shaking violently. I spoke to a technician over the phone and emailed in the videos of what was occurring, and he had to put me on several holds because he, his colleagues, and his supervisor couldn't figure out what could be causing the shaking of the entire treadmill. I've been surrounded by treadmills my whole life and have NEVER experienced these issues before; I've even owned two treadmills that had been used for years prior to me purchasing it secondhand. They both lasted way longer than Sole's treadmill. This treadmill is way too expensive for such severe issues to be arising like this so soon, especially when it's been maintained. The technician ordered a new motor and stated that it could take a while for that to come in, but he had no answers for the shaking. No one he spoke to did either. It's almost a month of waiting for the motor to be shipped. So I pay $1,699 for a treadmill to sit there for months? Nothing that expensive should be breaking down so easily. People online warned against purchasing a Sole treadmill, and against my better judgment, I still went ahead with it. I don't want this defective machine any longer, I just want it to be returned for a full refund. It's absolute junk. And it's amusing because on the treadmill it quite literally says "Built to last/Built to perform." So either mine is defective or these are horribly made and that slogan is a lie. Instead of waiting for months in HOPES of getting to use this treadmill again (especially because that shaking issue may not even be resolved), I just want Sole to take it back and give me the money I paid for it. That's all.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We would like a refund because the parts for the machine never came in. We wanted it before the warranty ran out.

  Business response

  09/07/2023

  Hello,

  Unfortunately, the unit cannot be replaced. Sole can replace the unit or send parts plus a tech to fix the current unit. The last tech sent us an email stating they did not go out because the customer stated they were taking it back.Sole can however issue the cost of the current as credit for another unit if the customer wishes to do so.

  Thank you,

  Shane

  Sole Service Supervisor

  Customer response

  09/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: Sole Fitness offered to send me a new rowing machine since my current one could not be repaired.  I was willing to accept that if Sole fitness would assemble the product for me free of charge and assemble it in my basement home gym. Sole would not accept and wanted to charge me $250.00 for assembly. I did assemble   first rowing machine myself and I feel that Sole Fitness should offer me free assembly since I have been so greatly inconvenience. I have a rowing machine in by basement home gym just sitting there taking up space   for months that I cannot use.
  
  Sincerely,
  
  **** ****

  Business response

  09/08/2023

  We will process his request for a replacement along with also upgrading to assembly delivery and removal for free. 

   

  Thank you

  Customer response

  09/11/2023

   
  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.  Also, I would like to know from Sole Fitness what amount of time can they have the new SR500 rowing machine delivered and assembled?
  
  Sincerely,
  
  **** ****

  Customer response

  09/20/2023

  It is my request to re open my BBB complaint with Sole fitness.  Reason being is that Sole fitness is trying to replace my SR500 rowing machine with a SR550.  The deal was to replace the SR500.  Also I would like the full warranty that comes with my new rowing machine when delivered which is one year labor,frame weldments lifetime and all other components 3 years along with Sole fitness previous resolutions dated 9/13/2023.
   
  Thank you,
  *****************

  Business response

  09/22/2023

  As has been explained to the customer, the ***** is no longer in production. Therefore we are not able to replace it with the same model. **** has honored the warranty on the original rower by replacing the entire machine with the new SR550. This is a newer upgraded version. We will continue to honor the remaining portion of the original warranty with lifetime coverage on the frame as well as two and half years on parts and 6 months on labor. 
  
  

  Customer response

  09/23/2023

   
  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.  I was not made aware that the SR500 rower was no longer in production and that the SR550 rower is the new replacement.
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August of 2021 I purchased a new SoleF85 and registered it for warranty. 2 weeks ago my screen display stopped working. Now it only loads a red background with the SOLE letters in the middle and is not responsive. I called to report this and was asked to send a video. I sent the video and did not hear back, so I had to call again after 2 days. When I called they told me that the video had not been reviewed yet. Then after they reviewed it they gave me a work order number and said that another screen could not be sent to me yet because they are all backordered and they could not tell me when I will receive it. The customer service agents are very rude and unprofessional. My ticket number is: ****** My work order number is: 740060-1 I need my treadmill to be back in order ASAP. I'm asking to either receive the part I need very soon or an entire unit to replace the one I currently have.

  Business response

  07/12/2023

  Hello,

  I spoke with the customer & he has my cell number. I am sending a console to him.

  Thanks,

  *****

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

  Customer response

  07/12/2023

   
  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

  06/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The Sole Fitness claims that they price match all competitors. Their word for word policy is: "We are glad to match ***any*** advertised price on the same model, including any taxes and/or shipping costs. If we cannot verify the price at the final checkout screen we will not be able to match it. Special promotions and other deals specific to a website may also not qualify. For specific details about a certain price please call in and speak to a SOLE representative. " However, when I contacted the company their first representative first said they don't price match at all. Then I asked for a manager and they said they only price match Dick's Sporting Goods. This is grossly inconsistent with their policy and they refuse to make it right. This is false advertising It should be noted that this company was also recently sued and settled a case paying several million dollars for false advertising. This seems to be a trend with this company Reference materials: **************************************** ************************************************************************************************************************************

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Sole F80 Treadmill on 8/26/20 for approximately $1800 and it was delivered on 10/5/20. In Aug. 2022, the treadmill started making a squeaking noise during incline and at times a pinging noise at speed 5.0. I contacted Sole on 8/26/22 and was sent a new motor. Towards the end of September, a technician came out to assess the issue and advised he did not believe the issue was the motor. He proceeded to lubricate certain areas on the treadmill and left the new motor in the instance that the lubricant did not solve the problem. The squeaking went away although the pinging at speed 5.0 remained. In Oct. 2022, I began to smell an odor each time I used the treadmill. I thought that it might be from the lubricant but as I continued using the treadmill, the odor got worse and became unbearable to inhale. I then sent a message to Sole technical support on 11/8/22. In the response, the technician asked that I remove the motor hood cover and check the wiring going to the circuit board. I did so and saw smoke coming from the area the technician told me to check. I sent a video showing the smoking circuit board. On 11/11/22, I was told that new parts were to be ordered and once they came in, I would be sent a tracking number. I never received the parts and sent follow-up emails asking for a status on 11/28/22, 1/3/23, 3/5/23, and 5/9/23. Each time I received the same response, that they are still waiting for the parts I need to come back in stock, the order will ship and I will receive an email with tracking information. I have now been waiting for almost 7 months for the parts needed to repair my treadmill. Since the technician was able to tell me where to find the issue by just a short description, it would appear that faulty circuit boards are an ongoing problem with these treadmills. I am not sure why Sole has been unable to secure the parts after such an extended amount of time but would like a resolution.

  Business response

  06/01/2023

  We have reached out to the customer directly. We are replacing the treadmill. 

  Customer response

  06/05/2023

   
  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

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my SOLE Fitness treadmill in December of 2020. In November of 2022, I noticed the belt on the machine was tearing and called the customer support line to claim the warranty. SOLE acknowledged the warranty and that it was covered. They created a number of different requests internally (*****, *****, *****, *****, ***** and ****** - from what I can tell). These different requests are a result of me badgering SOLE's team about updates to my case. I was originally said there would be a slight delay due to a backorder. That was over 5 months ago. It takes no fewer than 3 emails to get a response and they always say it is a few more months out. I can easily get these parts online and have them to my door in 2 days. They are just giving me the run around and do not have any intention of fulfilling their obligation under the warranty. Attached are imagines I submitted w/ the original case in November. Please help!

  Business response

  04/19/2023

  A shipment arrived at the end of last week. We are working through the back order list. Mr. ******'s will ship in the next 1-2 business days. He will receive a tracking email from FedEx. 

  Customer response

  04/19/2023

  
  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.  That said, can we please hold this case open until we confirm they actually send the warrantied products to me?
  
  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. ↩