ComplaintsforSole Fitness

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/19/23 - Filled out warrenty service request on Sole website. Request was confirmed by email. 12/28/23- No response to service request. Contacted them by phone and was told that the service request could not be located. Person requested photos of damage to equipment, which were sent. Sent request next day for confirmation that photos were received and info on next steps. Received no reply. 1/8/24- Emailed Sole again to request confirmation and received no reply. 1/16/24- Finally received reply from Sole saying an order (#********) was placed for parts and tech to install them. 1/23/24- Parts arrived. No update on tech to install them. 1/26/24- Update from Sole saying they are waiting for tech to reply and to "please feel free to keep checking with us." 1/31/24- Checked on status of tech. No reply. 2/10/24-Checked again, no reply.

  Business response

  02/22/2024

  Hello,

  We do apologize for the delay. We are actively searching for someone to accept this job. This is an area with only a couple of techs. The admins & managers are reaching out to the surrounding areas to find someone. Once they do, they will bring me the info & I will contact the customer.

  *****

  Sole Service Supervisor

  Customer response

  02/23/2024

  
  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

  12/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a SOLE F80 Treadmill from the company on November 8, 2023 in the amount of $2,158.91. This included extra shipping charges to ensure the treadmill was delivered inside the house at room of choice. Order: ************** The product was sent to ARCBest Delivery Company and was scheduled to be delivered Delivered 1, 2023. The delivery company never showed up with our treadmill delivery. After reaching out to the delivery company complaining and SOLE, a second delivery date was scheduled for 12/12/23. Again, no one called nor delivered our treadmill. SOLE nor ARCHBest have reached out to us after my repeated attempts for someone to call us back. We have requested through email to SOLE for an immediate refund of the full amount we paid to SOLE fitness for the treadmill. We will purchase another brand in a local store as we do not want to work with this company as customer service is not a priority. ***** and ****** ********

  Business response

  01/02/2024

  Sole Team, 

  Our records are showing that this was delivered and assembled on 12/12.

  Thank you, 

  Customer response

  01/02/2024

  
  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,
  
  ***** And ****** ********

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 28, 2023, I purchased a Sole F63 treadmill from Dicks Sporting Goods. On October 30, 2023, I contacted Sole and advised the treadmill was defective. Sole twice mailed parts which its technician stated did not fix the issue. On November 30, 2023, the technician advised Sole that it sent the wrong parts. On December 5, 2023, I contacted Sole to ask about the status of the latest repair parts. Sole advised me that they did not order or ship the parts that the technician needed to repair the parts. I advised Sole to send the parts. Sole stated they would. A week later, after not receiving any tracking number, I advised parts that I had not received notice of shipment or the parts. A series of e-mails and phone calls were then made attempting to check on the status of shipment. Sole refuses to advise when the parts will be shipped and only will respond that Sole is too busy to send the parts or to repair my treadmill. When I pointed out that this response was unreasonable, the Sole supervisor (Steven J.) hung up on me. It's completely unreasonable for a warranty repair to take two (2) months, for it to take 2 weeks to ship parts that are in-stock, and for the company to not be able to give me an ETA when the parts will be shipped. My treadmill has the following defects: (a) left speaker is non-functional; (b) heart rate monitor is defective (random readings even when not being used); and, (c) folding mechanism does not work (does not stay folded).

  Business response

  12/15/2023

  Hello,

  ************ is the tracking number for parts for this customer. With the holiday shipping in play, it is usually 7-10 business days to ship. Combine that with sometimes parts being on back order plus sometimes having to find a tech in the customer's area, it could take some time. We don't give ETAs because some people believe the E is for Exact & not Estimated. They get upset if it's not the day they were told. 

  *****

  Sole Service Supervisor

  
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  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.

  Business response

  12/05/2023

  Hello,

  I spoke with mt rep at Sole & they stated returns advised they will not be replacing. I do see the motor arrived on December 3rd. The tech should be calling to schedule. I just left a voicemail for you with my extension.

  Thanks,

  *****

  Sole Service Supervisor

  Business response

  12/14/2023

  Hello,

  The tech onsite does not make the decision to replace the unit. He informs us of the problem. We have to exhaust all options on our end. If this doesn't fix it, let me know & I will get the info over to the returns department. Have the tech contact me once we know. I can add the downtime back to the warranty.

  *****

  Sole Service Supervisor

  Customer response

  12/14/2023

  
  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 know that the technician doesn't make the decision since he doesn't work for Sole, but his opinion was that it should be replaced. With that being said, I do understand having to exhaust all options. The reason why I highlighted what the technician said about replacement was because he physically looked over the treadmill and said everything looked perfectly fine besides the vibrating, so he didn't know what could be causing the issue. I will let him know to contact you after the next repair is done, though, and I really appreciate you adding downtime to the warranty. If the repair doesn't resolve the issue, the tech and I will let you know and then we can go from there. That, and the extra warranty, makes me feel a lot better about all of this. Thank you so much.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 10, 2023, my wife purchased a Sole E35 elliptical for $1182.76 (including sales tax) on Sole's website. The elliptical's incline feature has not functioned at all since it was assembled, despite six months of persistent efforts to obtain warranty repair service from Sole to correct this defect. The efforts began on or about April 20, 2023 with phone calls to customer service representatives. Sole assigned Service Order #******-1 to our repair request. On May 25, 2023, we began repeated attempts by email to obtain the requested service. Despite our numerous requests, Sole has failed to repair this defect. Sole shipped us a replacement part to correct the problem but the repair technician Sole sent to install the part told us it was the wrong part, so he couldn't make the repair. Sole then shipped us a second replacement part but has failed to send or schedule a technician to install it. Recently, the elliptical's resistance feature suddenly stopped functioning. It does not respond at all to the resistance controls. Instead, it constantly operates with high resistance. The elliptical also started making various sounds, including loud groaning and clunking, during use. These noises and the failure(s) causing them have made the elliptical unusable. We have contacted Sole for repair of these additional problems but Sole has failed to take any action to provide or schedule service. Our desired settlement is a full refund of the purchase and reimbursement the cost we incurred for assembly of the elliptical. Alternatively, we desire replacement of the elliptical, including assembly. Given Sole's failure to repair, or even schedule repair, of the elliptical after six months, we do not consider repair to be a satisfactory resolution.

  Business response

  11/07/2023

  Sending replacement per email from Sole ********** 11/3/23 --

  Thank you.

  ****** ***** <**********@soletreadmills.com> Fri, Nov 3, 4:21?PM (4 days ago)
  
  to *****.*********, *****.*********, **********, Tech
  
  Hello ***** & *****,
  Thank you for reaching out to us. We sincerely apologize for the issues you've encountered with regard to service and repairs on your elliptical. We will be glad to issue a replacement on your current machine. 
  
  Please complete the form in the link below and we will get working on processing your request.
  
  *******************************************
  
  Please let us know if you have any questions or concerns.
  
  We appreciate your patience,
  
  ****** -Sole Fitness
  ********** Resolutions

  Customer response

  11/08/2023

  
  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

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sole Treadmill at the end of 2021. I have had nothing but problems after about 3 months of use. The initial problem was the monitor/ display did not function. It took about 2 months for resolution/ repair. The next problem, the belt kept "slipping" and was completely unsafe. Customer service took about 3 months for repair this time. Next, the treadmill would get stuck in incline. It required a "power off" followed by turning it back on, in order to restore a flat plane. I was hesitant to contact them, as in the past it took too long for resolution. But I did, and again, about 2 months for repair. Lastly and currently, the treadmill completely powers off during use. Apprehensively I called their customer service, knowing their poor service. This time they stated that I voided the warranty due to improper set up. In which I responded that I did not set it up personally and instead the technician from their company did the work. They simply said they're not liable for a "3rd party technician", regardless if they were sent on their behalf. They said I need to contact the third party (again, sent from Sole themselves) on my own behalf. I then asked for their phone number but they said they do not have it. I asked for the name of the business, they said they can't give that info. I asked for a manager, they said no, and that they were hanging up on me.

  Business response

  06/23/2023

  Hello,

   

  I have reached out to the customer & left voicemails as well. We would need to talk to customer to proceed further with this case.

  Thank you,

  *****

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a treadmill December 14, 2020 from Sole and it subsequently stopped working. The treadmill is still covered by Sole's warranty. I opened a warranty claim February 21st and have been trying to work with them to get the required parts to fix it for months. I was told April 24th that the parts I needed were not available and there was no ETA on them. On May 12th I asked for one of three options to be taken to resolve my issue: ship the required parts, send a new treadmill, reimburse us for a gym membership since we are unable to use our treadmill. I have not been able to get any additional communication since then.

  Business response

  06/14/2023

  Hello,

  I spoke to this customer earlier & informed her we would be sending the part under warranty. I explained the mishap on our end. She has my cell number in case she needs anything further.

  Thank you,

  *****

  Sole Service Supervisor

  Customer response

  06/20/2023

  
  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.  However, the lack of a timely response/resolution is still deeply concerning to me.  It took filing formal complaints to get a resolution from this business.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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: https://******************************** *******************************************************************************-tr**************************************************

  Business response

  06/08/2023

  Sole is willing to match pricing with certified retailers. Sole is a target for fraud. The fraudulently obtained products are sold online through the sites offered by Mr. *****. Our website does specifically state, "Special promotions and other deals specific to a website may also not qualify." 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our F63 treadmill broke shortly after going out of warranty. One of our electrical connections to the controller heated to the point of melting. Fortunately, we were able to catch the issue based on smell and a little smoke prior to anything worse happening. However, the connection to the controller was completely melted and destroyed. Therefore, replacing the connector was not an option and the entire controller will need to be replaced. We immediately contacted Sole in September of 2022 and was told that the controller was on backorder, and they expected a shipment in by the end of the next month and to call back the following month. I've called back monthly as instructed and have been told the same thing. The controller is on backorder and expected in by months end and they would call me with an update on status. I've yet to receive that call. The customer service representatives were helpful and informative at first but have become annoyed and seemingly disinterested with me as I continue to follow up on this matter. I've been left with an unusable treadmill that I paid good money for. Now I will have to pay over $200 more dollars for the replacement part (if it ever comes in) on top of installing the very complex component myself (not sure I can), unless I want to pay MORE money for them to do the install. My treadmill has been broken for months now. This should NOT be so difficult, and I can tell you I will never purchase another item from this company. I question whether this company even cares about the customers who keep them in business. I will never recommend a Sole product to anyone.

  Business response

  06/07/2023

  Hello,

  We are still waiting for the part. It is a very key component. We have no control over the barges or the ports. We have some come, fill back orders & have more come in. The is a simple install for the part, basic plug and play. Just take a picture for reference, Unplug the wires, remove the board, put the new board in place & refer to the pic to install the wires. The whole industry is dealing with the back order issue, not just Sole. When the part does get to the customer, I hope the controller is all that is needed. I say that because the motor wires could be damaged & the walk belt could be worn as well.

  Thanks,

  *****

  Sole Service Supervisor

  Customer response

  06/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: Sole could do more to support its customers during this time or at least provide some alternative to our issue.  I'd like to just move on from this treadmill all together as it does not seem the needed part will be in anytime soon.  I appreciate the thought of how easy it might be to install the controller (*********) but it looks much more complicated with a large number of wires needing to be connected.  Not to mention, if we experience further issues as stated in Sole's response.  I'd even be willing to take a prorated refund based on the treadmills use just to be done with this matter.
  
  Sincerely,
  
  ***** *****

  Business response

  06/09/2023

  Hello,

  Sole will be emailing the customer on deal for a new unit. I have spoken with the customer yesterday & today, i informed of him of the process.

   

  Thanks,

  *****

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a treadmill that just after under a year stopped functioning correctly. I have attempted to work with this company since March 24th for a replacement. I have never had a worse experience. At this point this company cannot be trusted as they just had an employee hang up on me for simply asking for a refund which I am entitled to under consumer law as I have a defective product. ***** the “manager” is unresponsive and told the employee to hang up on me. All I was is a refund so I can purchase a treadmill with a different company that provides proper customer service and doesn’t just leave consumers with products that are defective and waste their time and work day. Please issue my refund!

  Business response

  05/25/2023

  We have contacted the customer in an effort to resolve this with her directly.

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