ComplaintsforSole Fitness

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The treadmill was purchased in February of 2022. I immediately needed a new screen and on off switch. Which I waited for. The service **** was excellent for the replacement of those parts. However approx 6 or 7 months later after working with the service **** it was determined I would need a new tread belt and motor control board. They said they would send me them but are on back order. After contacting them for the last 6 months, the insist the parts are still on back order. This item has been nothing but problems and was only used for a few months because of everything breaking down. Its a lemon.Im seeking reimbursement for this product plus the money to haul away their unusable treadmill. The purchase price with tax is $1,080 plus $100 to have the old one hauled away minimum. My son used to use this machine for therapy after his brain surgery. I want to get another treadmill for another company to help his rehabilitation. Any help would be great

  Business response

  04/26/2023

  Hello,

  I just left a voicemail for this customer. I did explain any refund would have to go through ****'s Sporting Goods since the unit was purchased from there. However, Sole can replace the unit for you. The customer would need to let us know how to proceed.

  Thank you,

  *****

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Sole Treadmill F80 from Dicks Sporting Good on 02/08/23. I purchased the extended warranty and paid to have it professionally put together and set up. The treadmill does not work and at the time I called the ###-###-#### I had the treadmill less than 60 days. I have called, and called and cannot get a technician to come out and fix it. On Sunday (Easter) I received a text message from ###-###-#### indicating a technician was scheduled to come to my house on April 11. Then I get a text message from same number saying there won't be a technician because of some emergency. I asked what company this is and no one replied. I don't know if this is a fraud or not. All I want is the treadmill to work. I paid over $2000k for a treadmill and one would expect it to be in working order. I want a technician to come and fix the treadmill not months from now.

  Business response

  04/11/2023

  Hello,

  I left this customer a voicemail & gave my personal cell number. I did get with the lead admin to contact Tomes Handyman to have them schedule an appointment.

   

  Thank you,

   

  Shane

  Customer response

  04/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: Tom's Handyman has not schedule an appointment because the technician is out of town and they don't have a date of when the technician will be back. The lady from Toms Handyman was very nice. I asked for a technician closer to Boise since this is where I reside. I was informed they are booked out 3 to 4 months. If this is true it really makes Sole Fitness a bad company. The consumer has a right a reasonable right especially when I bought an extended maintenace package and I still can't get my treadmill fixed and I have had it less than 6o days.

  As for Shane giving me his cell phone number, when I called it I got the message a voicemail has not been set up. It ended up being a text message and he was not helpful. It is pretty simple. You buy a product and it is suppose to work and not break down in the first 60 days. No consumer should have to wait 3 to 4 months to get the item fixed.
  
  Sincerely,
  ******* ********
  

  Business response

  04/17/2023

  Hello,

  I just spoke with **** to get everything lined out to help fix this situation. One way or another we will get her taken care of. I spoke to her tech as well & they are expecting to schedule next week sometime. We have worked out a gameplan to resolve this. I thoroughly enjoyed speaking with this customer.

  Thank you,

  Shane

  Sole Service Suervisor

  Customer response

  04/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: I sent Shane ###-###-#### a text message this morning 4/20/23 because I had not heard anything from anyone that they were scheduling an appointment. Shane said if I had not heard anything let him know. Shane sent a text message telling me what ever company that had contacted me in early April to reach out to them. I contacted Toms Handyman Service (?) and they did not even know who Shane was. This consumer fraud to sell a treadmill with a warranty and I bought and extended warranty, had the treadmill less than 60 days and can't get it fixed.  I find it pathetic that I cannot get anyone from Sole Fitness Headquarters to escalate this issue and get this treadmill fixed.

  When I bought the treadmill from Dicks Sporting Good I paid to have it "professionally" put together. The company who puts it together no showed for the first two appointments they scheduled to put it together. Then two guys show up to my door one night at approximately 9:30 pm, no identification, not dressed professional, could not speak English and finally I realized they had treadmill. They tracked throughout my house and the one had super baggie gray sweat pants that did not stay up. He did not wear underwear. Did not need to see that and now I can't get the treadmill fixed. I am beyond frustrated and my entire experience with this treadmill has been an absolute nightmare!
  
  Sincerely,
  
  ******* ********

  Business response

  04/21/2023

  Hello,

   

  ***Please remove my personal cell phone number from this complaint.***

  I gave my number to the customer as another point of contact. i just left the customer a voicemail. The company Tomes Handyman has worked with Spirit the entire 14 years I have been here. They won't know my name or worry about remembering it, or any other tech in this department. They only deal with the admins or sometimes call us to order parts. There is no fraud going on at all. The tech company Tomes told me they would have the customer scheduled for next week. My fault for assuming everything was getting handled to take care of the cusotmer.

  Thanks,

  Sole Service Supervisor

  Customer response

  04/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: I contacted Toms and at first they said they could have a tech scheduled May3. Now it is changed to May 4, and then it is someone coming from California to Idaho. I asked is this the original tech they talked about and it is not. Now Toms is saying they have to wait for the schedule to come out before they can schedule. This is not resolved! My treadmill does not work. There has been nothing but a lot of verbal diarhea, and no one has made an effort to get my treadmill fixed and resolve this issue.

  The lack of commintment and follow through, I would recommend no one ever buy a Sole treadmill. I don't know how they stay in business!

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

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an elliptical exercise machine directly from the Sole Fitness website in June of 2020. The elliptical was a model E55 for $1600. the machine was advertised to have a two-year warranty. In April of 2022 the resistance of the elliptical increased significantly and no longer responded to control inputs. This was not the first problem with the machine, however that issue was promptly resolved. Sole technical support diagnosed the issue as a problem with the flywheel and ordered replacement parts under the Support Ticket #*****. I have contacted Sole Fitness support several times since the original claim and been told the parts are on back order, including today, February 21, 2023. It is now approaching 11 months since the original claim was submitted.

  Business response

  02/22/2023

  We contacted the customer directly and we are working on a resolution. 

  Customer response

  02/22/2023

   
  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

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase their top of the line ellipticals E98 and paid almost $3000. The machine had minor problems upon delivery , which later became a much larger problem and making large noises around flywheel as it's falling apart.They sent in some replacement parts but was not right according to the service guy they contracted. After ordering another part, everyone seems to be disappeared and I cannot reach anybody. So I have been without this machine for almost three months now.

  Business response

  01/18/2023

  Hello,

   

  I just spoke with Fastech & they will be calling the customer today to schedule. He was in recovery but available now. If further assistance is needed please call *********************.

   

  Thanks,

   

  *****

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

  Customer response

  01/18/2023

   
  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

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I purchased a SOLE treadmill from Dicks in February of 2022. In November the treadmill broke, the electrical panel does not work. We contacted SOLE on Nov 4th, they placed a work order 714945-1 for the part needed. They did say the part was backorder, however the part is still not in and it's going on 2 months. I have tried to follow up with them several times in the last week and have gotten no response. The contact person number is *********************. We have emailed and called. 2 months is a long time to not be able to use something you paid for. If they cannot provide the part, I would like them to replace the treadmill.

  Business response

  12/30/2022

  We have emailed the customer directly with a plan for resolution. Parts have been located and sent to shipping, service has been notified to schedule a technician, and the warranty is being extended. 

  Customer response

  12/30/2022

   
  Complaint: 18656828
  
  I am rejecting this response because:

   

  The email I received stated that they are expecting the part to come in next month.  They cannot give a date or say for sure they will receive the part next month.  This is already going on 2 months.  With their response I could be waiting another month or 2.  
  
  Sincerely,
  
  ***********************************

  Customer response

  01/11/2023

  The company has emailed me that parts are going to ship and I will be notified when they do ship.  But still have no idea when they will be shipped.  I have been waiting over 2 months for these parts.  

   I would like them to replace the treadmill since they can't seem to get the parts timely and provide at least a year warranty on it

  Thank you

  ******

  Business response

  01/11/2023

  Thank you

  Business response

  01/13/2023

  We have contacted the customer. We are working with her directly on a resolution. 

  Customer response

  01/22/2023

   
  Complaint: 18656828
  
  I am rejecting this response because:  

  They finally did send a part and a technician is coming on Wednesday.  I would like to wait ro see if ************* then before closing out complaint.  If  they do fix it, I would like an additional year

  warranty to cover the new part. 
   
  Sincerely,
  
  ***********************************

  Business response

  01/24/2023

  Hello,

   

  I completely understand this. The customer has my cell number, they can call me if it isn't fixed or for anything else. I will be glad to help.

   

  Thank you,

   

  *****

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

  Customer response

  01/25/2023

   
  Complaint: 18656828
  
  I am rejecting this response because:

   

  the treadmill is fixed but didnt get a response to giving us new warrenty of 1 year.  
  
  Sincerely,
  
  ***********************************

  Business response

  01/25/2023

  The warranty still has two years for parts and labor has been extended for an additional year. 

  Customer response

  01/25/2023

   
  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

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/21/21 I purchased a Sole e95 elliptical for $1900.00. It is a lemon, it has been fixed, refixed, refixed, refixed. I have been dealing with the issue since March 2022. It is unable to be fixed, and they agreed to send a replacement, but I am responsible for disassembling their lemon, and I have to pay for my new one to be assembled. I paid to have the original one assembled. If I do not get mine disassembled and to my garage where they want it ,I will have to pay for the disposal of the defective machine. They want to deliver a disassembled machine and I will have to pay AGAIN to have my machine assembled. I asked for a refund, but was informed it was past the 30 days return time. I financed the equipment, and have paid it off, and closed that account so I have no purchase documentation other than the warranty, which shows the purchase date

  Business response

  12/01/2022

  As it turns out, we have explained to Ms. *** that the warranty does not cover the assembly service. We have offered some suggestions of companies that can provide that service. We have shipped a replacement to the Ms. *** and have been trying to deliver it. However, Ms *** was not able to schedule an appointment for delivery.  

  Customer response

  12/01/2022

   
  Complaint: 18480800
  
  I am rejecting this response because:
  I was sold a defective machine that I already paid to have assembled. I have been trying since March/April to get my machine fixed. They cannot fix it, obviously I was sold a lemon machine. They want me to pay to disassemble and get rid of their defective machine, and then PAY AGAIN to have it assembled! I did not ask to buy a lemon, I wanted it right the first time. I should in no way be responsible to disassemble their defective product, get it down my stairs (I paid to have it moved up there!) and then pay again to reassemble a machine that I have no idea if it too will be defective. If they are not going to pay for disassembly and reassembly I want a refund for them selling me something that clearly is defective!

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

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an elliptical from sole fitness. The order was submitted on Oct 3. They sent a defective elliptical on Oct 21 so I requested return Oct 31.Todays Nov 14 and I have heard NOTHING from their return department.

  Business response

  11/17/2022

  We are working with the customer directly on a resolution. The unit will be picked up and he will receive a refund. 

  Customer response

  11/17/2022

   
  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

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a treadmill delivered, it took 3 attempts to get it coordinated and ultimately i was out of town when it was delivered. When I returned home, i noticed damage to my home and immediately reported it. Delivery occurred on 8/21 and damage with photos reported on 8/28 but the company would not take any responsibility for damage and kept blaming the delivery vendor noting they (Sole) couldn't do anything since the delivery company denied the claim because it was reported more than 7days later. I believe it was reported on time and regardless, Sole should take responsibility as it is their vendor, not one I selected. Sole initially told me to deal directly with the delivery company. I asked repeatedly for someone to call me, but was told but the director of Customer service she doesnt have the ability to call a customer. Ultimately I told them to come pick up the machine and refund me but that doesnt pay for the damage to my home.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased treadmill 10/05/2020 for1000. July 05 2022 ordered new deck and motor under the warranty.They told me 45 to 60 days. When I call to check on the status they tell me they have no idea when I will get my warranteed parts. I feel someone should be able to tell me the status of where the motors are at this point. Have they been built, are they in Taiwan are they in California ? Someone should know the status and be able to give me a more definite time frame. I am eighty years old and the time frame is very important to me as far as deciding whether to wait or buy another treadmill . Cardiologist wants me walking. I also asked where am I on the waiting list for a motor. Am I number 10 or 1000. It is possible the motors come in and I dont get one. They tell me they have 13 decks in stock but wont ship one to me till they have the motor. They tell me if they ship the deck I go to the bottom of the list for a motor. I am concerned that the motor comes in and then their out of decks. They tell me i have a deck assigned to me but I dont believe them. They have motors for the new machines they are selling but no motors for those under warranty. They are not making any money on the warranteed motors so I dont think they are in any hurry to remedy the situation. They must be able to track their parts and someone must have a list of people waiting for their motor. Even if they sent the parts today it will be at least a month before they get a tech to me to replace the parts. It is not a customer friendly company. I would take a refund of my purchase price or they could send me a new treadmill for all the aggravation. I also had to replace the walking belt . That took about a month. All this and the treadmill was about 18 months when it startedto fall apart. Thanh you for your help.

  Business response

  09/01/2022

  We have made progress with receiving back ordered parts and expect to have it resolved shortly. In the meantime we are sending a replacement unit to the customer. We will pick up the old unit and have the new one assembled. 

  Customer response

  09/02/2022

   
  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

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been working with the sole fitness technical support team since February 15, 2022 to resolve a problem with a treadmill that I purchased in 2020. The issue has resulted in a treadmill not working for over 5 months and still within the warranty period For parts and support. I’ve had numerous support tickets with just email support and no contact via phone. We have gone back and forth about 12 times via email and the problem is still not resolved over four months later. Below are the ticket numbers that I’ve had thus far: ***** ***** ***** ***** ***** ***** *****  I am seeking the following desired resolutions in priority order: either for Sole fitness to send a treadmill repairman to fix the problem or send a replacement for the treadmill paid by the company or a complete refund of $965.24. Thank you, ***** *****

*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. ↩