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Business Profile

Exercise Machines

Sole Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

Customer Complaints Summary

  • 65 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/22/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 our treadmill in October. It arrived broken. The treadmill will run, but you can only adjust the speed from the screen interface and it gets stuck when it climbs to level 8. It has to be shut-off to come down from level 8. We asked for new parts and a service technician. The parts arrived, but no effort was made to provide a technician after one was promised.

    Sole has agreed that this is an under warranty issue, and I would like the treadmill replaced. Sole has already acknowledged they are not going to fix the treadmill, so a replacement seems fitting.

    Business Response

    Date: 02/22/2023

    The initial request was for a return and refund and we were working on that. We are now working on a replacement. We will email the customer with an update. 

  • Initial Complaint

    Date:02/21/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.


    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 19428006, and find that this resolution is satisfactory to me.




    Sincerely,



    ***** *****

    Business Response

    Date: 02/21/2023

    Hello,

    Sole has agreed to replace the unit for the customer. The customer will receive an email with instructions, delivery, etc. 

    Thanks,

    Shane

    Sole Service Supervisor

  • Initial Complaint

    Date:02/21/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.


    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 19424673, and find that this resolution is satisfactory to me.




    Sincerely,



    ******* *****ck today, and representative told me he had no status update on the parts being delivered and I would receive an email when they were shipped. I went through the conversations with the other representatives and all he said was he didn't know why they would say that. I asked for a manager, and I was told he wasn't available and would just tell me the same thing. I have tried to be patient as it sounded like a resolution was close but being told today, I'm back at square one is frustrating as I feel they need to honor their warranty. If they can't deliver the parts that was agreed, they would do over 3 months I would like for a replacement treadmill to be sent.

    Business Response

    Date: 02/21/2023

    Hello,

    The customer will be contacted by Sole Management to go over the next steps for a replacement unit.

    Thanks,

    *****

  • Initial Complaint

    Date:02/16/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 19416602, the new board was sent promptly. After the board was installed, the problem turned out to be the belt (which caused the mother board to die). The belt has been used less than 400 miles but is already worn out (despite being lubricated on a regular basis). The new belt needed is also backordered. Why every part that I need to get my machine fixed is not available is beyond me and this has been going on for more than a year now.

    Sole representative has been quite responsive and assures me they are trying to locate a belt for me. I will need my labor and parts warranty to be extended by a year. I have not been able to use the treadmill for more than that. In short, this problem is not resolved.



    Sincerely,



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

    w months and I am not sure what I will do if it breaks again. I truly regret trusting online reviews of Sole. My experience has been decidedly negative. My Norditrack treadmill which I bought in 2004 worked with no problems until 2019.

    Business Response

    Date: 02/16/2023

    Hello,

    I just spoke to the customer, gave him my cell number & informed him the part will leave out today or tomorrow.

    Thanks,

    Shane

    Sole Service Supervisor

  • Initial Complaint

    Date:02/01/2023

    Type:Product Issues
    Status:
    Resolved
    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.


    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 18948328, and find that this resolution is satisfactory to me.




    Sincerely,



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

    Business Response

    Date: 02/02/2023

    Hello,

    For this customer, the walking belt is currently on back order. I think I would still be typing this if the walking belt was put on the first order since it would have held the order up. We had one container come in & will get more up through March. Unfortunately all we can do is wait for the part to get here. Once here, it will be put into inventory & warehouse will begin filling back orders. We do apologize for the delay.

    Thanks,

    *****

    Sole Service Supervisor

    Business Response

    Date: 02/07/2023

    Hello,

    A replacement unit has been approved & the customer should receive an email today or tomorrow.

    Thanks,

    *****

    Sole Service Supervisor

    Business Response

    Date: 02/02/2023

    Hello,

    For this customer, the walking belt is currently on back order. I think I would still be typing this if the walking belt was put on the first order since it would have held the order up. We had one container come in & will get more up through March. Unfortunately all we can do is wait for the part to get here. Once here, it will be put into inventory & warehouse will begin filling back orders. We do apologize for the delay.

    Thanks,

    *****

    Sole Service Supervisor

    Business Response

    Date: 02/07/2023

    Hello,

    A replacement unit has been approved & the customer should receive an email today or tomorrow.

    Thanks,

    *****

    Sole Service Supervisor

    Customer Answer

    Date: 02/14/2023



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 18948328, and find that this resolution is satisfactory to me.




    Sincerely,



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

  • Initial Complaint

    Date:01/19/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 18841007, and find that this resolution is satisfactory to me to this point.
    However, I will file another complaint in the future (e.g., February 2023), if this is not resolved by then as I have been waiting for parts over 8 months and keep being told that parts are going to be sent out in a couple of weeks (when shipment comes in).



    Sincerely,



    ******* ** ******ary 19, 2023, and I am still waiting to get my SOLE F63 fixed. I spoke with someone this morning (1-19-2023), and they told me that the motor and cords should be out in the next couple of weeks to fix my F63. I am concerned that I have heard this from SOLE Fitness associates several times and have had no progress. They are still selling the F63 on their website, so parts should not be the problem. I am filing this complaint so that BBB is aware of this. I have tried in good faith to be patient and flexible with SOLE, but after eight months, I need to start complaining to BBB as SOLE Fitness needs to honor their warranty. I will keep documenting my warranty status with SOLE Fitness.

    Business Response

    Date: 01/19/2023

    Hello,

     

    We do apologize for issues with the unit & delay in parts. Our parts container is due to arrive at the end of this month. Once the parts are put into inventory, the warehouse will fill the back order list. It is unfortunate that we cannot control the shipping of parts to us. New machines & parts orders are 2 different things & come from to different locations. We are able to add the time waiting for the back order part back to the warranty so that is not lost. The customer can call us when  it is fixed & we can add the time.

    Thanks,

    Shane

    Sole Service Supervisor

  • Initial Complaint

    Date:01/11/2023

    Type:Product Issues
    Status:
    Resolved
    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.
     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 18711359, and find that this resolution is satisfactory to me.




    Sincerely,



    ****** *****d contact Sole to see what they would do next. After no contact from Sole I contacted them on 11/22/22. They had me start over and send them more videos of the issue. Sole sent another motor in December 2022 and then informed me that the labor warranty was over and they would not send a tech. I found a review on the same piece of equipment with the exact same problem that stated Sole sent them 4 motors during the year it was under warranty. Obviously Sole knows there is a problem with the motor but will not fix the problem. All equipment that uses that motor should be recalled. I have corresponded with Sole a lot in the last few days and they refuse to correct the issue. Sole sold me a defective piece of equipment and refuses to correct the issue. I am requesting a refund and apology for all my time they have wasted. Thank you

    Business Response

    Date: 01/13/2023

    We have emailed the customer. We will be sending a replacement. 

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