Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  0I purchased a Sole TT8 treadmill on 8/17/2023. I also purchased a 5 year zero deductible warranty, delivery to the room of installation, and professional installation. The machine arrived in a very damaged box and the two technicians set up the machine in less than an hour. After the installation I had to tighten several bolts and screws and the treadmill belt was not aligned. From the outset the treadmill had multiple problems and since then, despite repeated attempts (over 25) there has been no resolution. The issues have involved a defective phone charger, inoperable elevation switch, and a very loud knocking noise from the treadmill belt. I have made multiple attempts to obtain repair. In most cases I received no response at all. The company asked for videos of the noise which were sent on three separate occasions. Each time I contacted the company they treated this as a new issue asking for the videos again. The videos include the very loud knocking noise. They ordered parts and after many delays a repair man attempted a repair which was not successful. He said that he "tightened" the machine, which did slightly reduce the knocking noise at low speeds) but the parts were not installed. He did not install parts that were sent to repair the phone charger and told me the problem was my phone. Most recently I again complained about the knocking and the elevation switch in November 2024. A repair person came around and then ordered parts for repair which have been here for months now without any repair attempted. The last time I called they initially denied that I had an extended warranty but eventually agreed that I did but said it was a two year warranty (it is 5 years). It is clear that the company has not been able to repair the machine and I am requesting a new treadmill.

  Business Response

  Date: 03/17/2025

  *** team is processing *** request for replacement.

   

  Thank you, 

   

  Sole Fitness

  Customer Answer

  Date: 03/17/2025

  
  
  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,
  
  
  
  ****** *******

  Customer Answer

  Date: 05/12/2025

  My complaint resulted in an agreement by Sole Treadmills to replace my machine.  Unfortunately they have not done so.

  Customer Answer

  Date: 05/12/2025

  **** ******,

  
  

  I understand that you are the manager with direct responsibility for dealing with my concerns.  I am sincerely hoping that you can be of help to me.  

  
  

  As you know, after nearly 18 months of unresolved problems with my TT8 treadmill Sole agreed to replace the unit with a brand new unit.  I would be happy to send you the details of the resolution as recorded by the Better Business Bureau.   That was about 2 or more months ago.  

  
  

  Since that time I have taken a total of 12 hours off work to be here when the new unit  is installed.  Three attempts that have been unsuccessful.  The first attempt was cancelled at a late stage as a team was not available.  The second attempt was aborted when the model they brought was broken and could not be repaired.  The men were also not able to remove the machine that I have because the installers apparently stripped the screws on one part.  They said they would need a special tool to remove the stripped screws which they did not have.  

  
  

  Before scheduling a third delivery attempt I informed your staff on three separate occasions that they needed this special tool.  However, at the second and third delivery attempt the workers had no knowledge that they had to remove the broken treadmill.  They did not bring the tool and, in any event, were not wanting to deal with it as they arrived very late in the evening after the window for delivery.  The workers seemed to have no knowledge about even having to install.  

  
  

  To make matters worse the machine they brought was clearly a returned unit and not a new treadmill.  I am attaching an image.  On two occasions your staff have acknowledged that this unit should not have been sent.  The workers who brought it said they were late because they couldn’t find a TT8 but finally did “find” one in Kenosha.  So clearly the model that was supposed to arrive here went somewhere else.  

  
  

  I have started to compile the large amount of  evidence that I have to get a full refund.  This includes filing a grievance with my card company that has an arrangement with Sole as well as making a new complaint with BBB.  

  
  

  If there was a way that your company could guarantee that I receive a brand new treadmill, with installers who actually arrive properly informed and equipped, I’d be extremely happy.  Unfortunately, your staff have informed me that they have no control over delivery which apparently also extends to the fact that they don’t share with the installers why they are actually here. Your staff have also informed me that I have no available options and that, despite the abysmal quality of service, after 18 months of failure, your company will not refund my money.  This is certainly not true and I am prepared to vigorously seek remedy through other avenues.  

  
  

  I suspect that Sole has replaced the 2023 model with a newer model and has had to try to find a 2023 model.  I doubt that if that’s the case a brand new unreturned model will be found.  In that case a newer model should be sent instead.  

  
  

  I am not going to simply agree to a fourth attempt unless the issues are comprehensively addressed that I have outlined above.  

  
  

  Sincerely 

  
  

  ****** ******* 

  Business Response

  Date: 05/12/2025

  Hello, 

  Our returns manager has responded to the customer with the following:
  
  "Dear *** *******,
  Thank you for taking the time to write and share your concerns. I want to sincerely apologize for the extended inconvenience and frustration this experience has caused you. I understand how disruptive and discouraging this has been, and I truly appreciate your patience to date.
  Please allow me to address the points you raised:
  First and foremost, I want to assure you that Sole does not send out refurbished or returned treadmills as replacements in warranty cases. The TT8 unit that was delivered to you most likely originated from another customer order that was either cancelled or refused, and the unit was subsequently returned to a distribution center. It was then reassigned for delivery, but it should have been inspected more thoroughly prior to shipment. Additionally, it’s unfortunately true that machines can be damaged during transit, and I regret that this appears to have happened in your case.
  I understand your frustration regarding the delivery attempts and the lack of preparedness on the part of the installation teams. While Sole does partner with third-party logistics providers for delivery and installation, we acknowledge that clear communication and proper coordination is essential — and in this case, that standard has not been met. Unfortunately we have little control on the 3rd parties that are hired for these upgraded delivery services. 
  To clarify, the TT8 2023 model remains our most current version. We have not replaced or discontinued this model. All new units are manufactured and shipped as new inventory — not reconditioned or obsolete.
  We remain fully committed to fulfilling our agreement to provide you with a brand new, undamaged TT8 treadmill. We are prepared to schedule a new delivery with a new 2023 TT8. 
  Please confirm whether you are open to arranging this final delivery, and we will work with our freight partner to hopefully ensure every step is properly executed. I also want to note, respectfully, that if you did file a dispute with your card issuer, Sole will be required to suspend all service and warranty support on your current unit and any replacement, pending the outcome of that dispute or proof of the dispute being "lost" or "dropped". 
  I genuinely hope we can resolve this matter to your satisfaction and restore your trust in our service. Please let me know how you’d like to proceed.
  Sincerely,
  
  ******
  
  Returns Manager
  Sole Fitness"

  Customer Answer

  Date: 06/04/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  
  Sole agreed to replace the treadmill with a brand new machine.  They have made three attempts to do so.  The first attempt they cancelled after I had taken time off work. The second attempt they brought a broken machine.  The third attempt they brought the machine in the picture that was on top of junk in the truck. The workers had no idea that they had to remove the old one and would need a special tool as the previous installer had stripped the screws.  They said they could not do it without breaking it. They also admitted that they could not find a machine but eventually “found one”.  This was clearly a returned machine and sole later admitted that it should never have been sent.  I have been waiting to properly use my machine for over 20 months now.  I cannot run more than 4.5 mph or the base rattles loudly and various other parts don’t work. Sole tells me that they have no communication with the delivery company so any instructions I give such as bringing a special tool are of no value.  Furthermore the workers in each attempt did not know why they were there. They thought they were just delivering.  I would like a full refund as this company has utterly failed me.  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 06/18/2025

  Our RMA team has been communicating with the customer via email. The replacement has been approved per the most recent email below:
  
  From: *****************************
  To: ****************************
  Sent At: Wednesday, June 18th 2025, 10:33:37 UTC
  
  Replacement Approval for ****** ******* * ****************
  
  ****** *******
  
  Your replacement request has been approved. Your RMA number is
  *********************
  
  A new model from our warehouse is being shipped to you. This will ship to a local warehouse in your area and then transfer to an assembly group. This may take 10-14 business days to account for the transfer and scheduling. When it does arrive in your area they will call to make an appointment.
  
  Both the delivery and removal will be our turnkey option. They will disassemble the existing unit and remove it from your home, then assemble the new unit in its place.
  For shipping status or questions about shipping/pick up of the replacement, contacting the shipper will result in the fastest resolution. Their contact information is;
  
  Phone Number
  ArcBest Sole Team - ************
  
  Contact Form
  ********************************************
  
  Should you have any additional questions, please let us know.
  
  Thank you
  
  
    

  Customer Answer

  Date: 06/19/2025

   
  
  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 really want to ask, as respectably as is possible, that the delivery be executed as promised.  There have been three attempts to do so and each time I have taken time off work.  The delivery people who show up bring broken machines, show up late, and have no idea that they are supposed to tear down the old machine and replace with the new machine.  I just don't understand it.  

   

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

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Sole treadmill in February of last year. In January of this year it started smelling hot near the motor while it was in use, like something was burning. After my husband popped the lid off, we noticed some wires were charring, as well as the board they were plugged into. I contacted Sole Fitness on January 16 of 2025, before my warranty ran out. The representative I talked to had me email pictures of it and he had new parts ordered. He told me once they came in to call back and a tech would reach out to me. After they came in I called back and the lady I spoke to said a tech would reach out. After waiting a few days, no one reached out so I called them back. They gave me the number for ******* Service, the company they contract out to fix their machines. I called them and left a message. A gentlemen called me back and said a tech would reach out the following week. After another week with no tech reaching out I called Sole again and they put in an escalation to ******* for them to have their tech make contact, no one did. I have called Sole at least 11 times that I can document telling them I have not received a call from a technician and they keep telling me someone will call. At this point, I have no faith in Sole or ******* that even if someone actually called they’d actually show up. It’s been seven weeks already of the “someone will call” excuse and I’m beyond frustrated. I’m requesting a full refund or a new treadmill sent to me. I cannot rely on ******* to service my machine and I can’t rearrange my schedule if their tech does reach out because again, I have no faith they will at this point!

  Business Response

  Date: 03/06/2025

  Hello,

  I have spoken with the customer about the situation. I gave her my direct number & have a solution in  the works as I type. ****** will get a 2nd call from me to confirm everything. She has my number for anything in the future,

  Thank you,

  ***** ****

  Sole Service Supervisor

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:12/14/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 01/02/2024

  Sole Team, 

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

  Thank you, 

  Customer Answer

  Date: 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

  Date:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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://********************************
  
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  Business Response

  Date: 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."