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:02/16/2023

  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 SOLE Fitness F80 treadmill from Dicks Sporting Goods on 7-17-20. It was working great until it completely stopped working in July of 2022. Still under warranty, I contacted the company and was told they would order parts and have a technician install them. It took until October for the parts to arrive. The technician installed the new parts and then discovered multiple failures. He ordered all new parts and assured me the order department told him they had the parts. I have called them every month since the tech was here. Every time I was told - Backorder - and a new shipment was due in two weeks. It is now, Mid February 2023 and I still have heard nothing, nor have received any parts. I emailed the corporate office - twice, and have heard nothing. I have done what I could to get a resolution to this, with nothing but push-offs and being ignored. To say I am frustrated is an understatement. I paid a large amount of money trusting I was getting quality equipment and a reliable honest company to back it up. Can't say that now. I'm not sure what it will take - if anything - to get this up and working again. The warranty states they would replace it with a new one at the discretion of the company. Well, heading into the 9th month without a working treadmill seems not long enough for this company. At this point, I would suggest anyone reading this stay away from this company. I hate to take this to this point, but I have no alternative. I hope it has some value to both the company and future treadmill seekers.

  Business Response

  Date: 02/17/2023

  We sent **** the following email on 11/17/22 and did not receive a reply. We are resending the email with the hopes we can have a resolution. 

   

  ******************************;<**************************************************************; Thu, Nov 17, 2022, 5:56 PM
  
  
  to jrober254, info
  
  
  
  Hello ****,
  
  
  Thank you for contacting SOLE! We apologize for the delay on the back-ordered parts, and are equally frustrated by this situation. We would like to submit a replacement request on your behalf, but will need additional information to do so. We have included the link to the form below, or you can respond with the following information and we would be happy to do it for you. Once submitted, you can expect to hear from our returns / replacement department within 1-2 business days.
  
  
  *******************************************
  
  
  First and Last Name:
  Email:
  Address:
  City:
  State:
  Zip Code:
  Phone Number:
  Where Purchased:
  Order Number: (If purchased through Sole)
  Serial Number:
  Date of Purchase:   
  
  
  Thank you,
  Sole Customer Support

  Customer Answer

  Date: 02/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:02/14/2023

  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.

  On 12/21/22 my treadmill died. The control board melted and was smoking. The smell was terrible and it lingered for days. It is now almost 2 months later and all I've been told is that the parts are out of stock. They have stopped responding to inquiries about when my parts will be shipping. My treadmill is still under warranty.

  Business Response

  Date: 02/22/2023

  We have reached out to the customer directly. We have offered to swap out her treadmill for a new one. 

• Initial Complaint

  Date:01/22/2023

  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.

  On 10/9/2021 I have bought the treadmill Sole F80 for $1849.93 at D*** Sporting goods in ************ **. I got the warranty for 1 year from Sole Fitness Company.In September of 2022 treadmill stopped working. On 09/20/2022 I contacted Sole Fitness representative first time. After that I have contacted them many times. My Request # *****. They keep telling that theyre missing some part.Its almost 4 months since I talked to them and my treadmill still not working.

  Business Response

  Date: 01/24/2023

  Hello,

  I have located the parts order, for lack of a better way to say it, it was stuck in limbo. I got with my manager, we replaced the order & the parts will leave out today. A technician is assigned to the case. If the customer has not heard from them by the time they get the parts, they can contact me at *********************.

   

  Thanks,

  *****

  Sole Servic3e Supervisor

  Customer Answer

  Date: 01/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:01/06/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed an order on 1/1/23 using the citizen credit that the company encourages order never placed but hold of credit was used and now the company wants to run a credit report again to open a new line of credit to place the order due to what the company states is a glitch on there end. Also no supervisors are available to speak with to resolve this issue.

• Initial Complaint

  Date:12/21/2022

  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.

  On 12/2/2022 we bought a Sole Fitness F80 treadmill at Dick's ******** Goods in ******, **. When assembling the treadmill, we noticed that a part was missed (right lower handlebar cover). We have attempted to get this item via Sole Fitness consumer service telephone representatives and via Dick's ******** Goods in **************** without success.

  Business Response

  Date: 12/22/2022

  We have reached out to the customer and resolved this directly. The needed parts will ship today. 

• Initial Complaint

  Date:11/29/2022

  Type:Sales and Advertising 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.

  My wife and I purchased a sole treadmill from ***************************************** in September of 2021. We have had issues with the equipment purchased inside the one year warranty time frame with the machine popping the internal breaker. I spoke with dicks sporting goods about the item. They told me to contact sole fitness. I have had several email/phone conversations with little to no resolution to the problem. The email communication started with sole fitness early September with no help. Phone communication when I contact them is same general communication every time. Along the lines of they will forward my claim to warranty and they will call you. Sole fitness has never returned a call with an update after. The treadmill is completely un useable, and I was advised from sole fitness to not use my machine. I am looking for my machine to be looked at and simply repaired under warranty. Attached is brief summary of email communication dates.

  Business Response

  Date: 11/30/2022

  We contacted ************************ and resolved the issue. The needed part will ship in 1-2 days. 

• Initial Complaint

  Date:08/23/2022

  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.

  We picked up our new SOLE treadmill from ****'s Sporting Goods in ************** on November 6, 2021 and set up and began using the treadmill that weekend. The treadmill worked fine until April 19, 2022 when we noticed a burning smell and smoke coming from the treadmill. We first reached out to ****'s because their manufacturer's warranty says that is step 1, we hadn't purchased a store warranty so they referred us to the company. We then filed an online service request as required as step 2 or their service warranty and then I also spoke with someone in customer service who told us to stop using the treadmill and requested photos which we sent. We received email confirmation within 24 hours that they were ordering us a new motherboard and motor and were told that once we received them if we hadn't heard from a service tech within three days to schedule our service to call them back. On April 26, 2022 I emailed asking when they expected to ship the parts and was told that they were waiting on parts from overseas and would be able to give a more exact shipping date once they had parts in the warehouse. I emailed again on July 11, 2022 for an update and was told they didn't know when the parts would be received. The last time I contacted them I did so by phone instead of email and asked to speak to their service/parts department and the representative I spoke with was unable to give me any additional information or any idea of how long this would take. We have been 4+ months now without a working treadmill and no indication of when this will be resolved, and if we will have a working treadmill as we head into fall and dark nights and icy conditions that make outdoor exercise unsafe. How long can a company string a customer along before they have to honor a warranty with a new product or pull parts from a product to fix ours? We just need something that works so whether they repair, replace or refund so I can buy another product, any resolution is welcome.

  Business Response

  Date: 08/26/2022

  We have attempted to call the customer and left a voice message. We will be sending a new treadmill and removing the old one. An email confirmation for the replacement was also sent. 

• Initial Complaint

  Date:08/08/2022

  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 filed a warranty claim regarding the Deck and belt breaking on our treadmill back at the beginning of June and the claim was accepted. I have called once a month to check the status of receiving the replacement parts and have been told they have no update on when the parts will arrive and was told there was no one else in the company I could speak to regarding the matter. I then filed a treadmill replacement form July 13th since they could not provide the parts to fix the treadmill. I have not heard either confirmation or denial of that form as of today almost 1 month later. When I asked to speak to the replacement department, I was told that there was no one I could talk to in that department and they do not have a phone number. It would have to be handled by form and email only.

  Business Response

  Date: 08/09/2022

  Hello,

   

  The phone number we had on file for the customer was not correct. I did leave a voicemail with the number I found in the complaint plus my contact info as well. I also reached out to ****************** & they do see where a Replacement Form came. I also left that in the voicemail. The customer has my direct number with extension to reach out to me & I can help get this issue resolved.

  Thanks,

  *****

  Service Supervisor Sole Fitness

• Initial Complaint

  Date:07/26/2022

  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.

  We brought a Sole treadmill years ago. The motor controller was broken on 06/03/22. It is still under warranty. Contacted SOLE immediately and after that many times. After almost 2 months, the parts they ordered still have not arrived. **** said that they ordered the parts from overseas, but they could not control the order. The only way is to wait. **** should fix the problem immediately, or they could give us a placement, exchange, or refund, but not wait forever.

  Business Response

  Date: 07/28/2022

  Hello, 

   

  If the customer fills out the Return Request Form on our website

   

  www.soletreadmills.com/returns.html 

   

  We can work to find a resolution. 

  
  Thank you!

   

  Customer Answer

  Date: 08/01/2022

  The return form filled for days, there is no response. 

  Business Response

  Date: 09/01/2022

  We have been working with the customer directly. Per the request of the customer, a replacement unit was delivered on 8/26/22. 

  
  

  Customer Answer

  Date: 09/01/2022

  Hello, 

  I did received a placement on 8/26. The display screen failed to work after 2 days. Please see the attachment. 

  Thank you!

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

   

  Business Response

  Date: 09/08/2022

  We have communicated with the customer directly. Parts have been shipped and a tech has been scheduled for the installation. 

  
  

  
  

  Thank you