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:04/08/2025

  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.

  My husband and I purchased a Sole Treadmill from ***** Sporting Goods in August 2024. When we tried to put it together, the safety key would not register. I contacted DSG and was told that I would need to file the warranty with Sole directly. I did so and, after sending in the required information (i.e. purchase receipt, model numbers, etc.), was told that my case would be assigned to a repair company. Sole sent me the needed replacement parts.
  
  The first company never contacted me, after leaving 3 voicemails so I let Sole know and they reassigned it to Exequip (I have filed a complaint in regards to them as well).
  
  I lost the first emails but restarted the email trail on January 27. I have sent 16 total emails to Sole, while only receiving 5 responses. My last email to them was April 1, 2025, but I have not received any kind of response since March 20.

  Business Response

  Date: 04/09/2025

  Hello,

  I have spoken with this customer. I will be sending a complete console to fix the issue. The customer will be installing the part themselves. They have my direct number if they need assistance with it or in the future. I advised ***** once they have the unit fixed to let me know & I will reset the warranty.

  Thank you,

   

  Shane

  Sole Service supervisor

  Customer Answer

  Date: 04/09/2025

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

• Initial Complaint

  Date:03/26/2025

  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.

  Purchased a Sole Elliptical E35 less than two years ago, used the machine lightly after assembling. The machine has had several increasingly difficult issues and became inoperable even after following troubleshoot steps and the manual. Attempted to contact Sole Fitness, where the machine was purchased from their online website. Contacted by phone and email with no response, called their main line and put on extended waits/holds.

  Business Response

  Date: 03/28/2025

  Hello, 

  Our service manager, *****, spoke with the customer yesterday. Parts are on order. 

  Working on resolution. 

   

  Thank you, 

  Sole Fitness
  Customer Support
  **************
  
  

• Initial Complaint

  Date:02/08/2025

  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 ordered a E95 Elliptical and upon assembling it, there was a consistent rubbing noise from the front section. Upon further research, I noticed the flywheel was rubbing against the frame. I sent a video of this to the warranty department. They stated that based on the video, they knew what the problem was and were sending me some parts. It was noted that within a few days of the parts being delivered, I would be contacted by a service technician to come install the parts.
  
  As I have not been contacted, I emailed Sole on numerous occasions and was told again that someone would reach out to me. I was also informed that a supervisor would be reaching out to me by the end of the day, LAST friday! Nope! The email also stated that if I didn't hear from anyone, to call their service line. I did that the beginning of this week and was told the request for a technician would be resubmitted and someone would likely reach out within approx. 48 hours. I was told that the job gets submitted to a network of contractors who can then accept jobs. While I don't care what contractor completes the work, as they should all be acceptable by Sole, I just need someone to complete the work.
  
  I have let them know via email, as well as a message left on their voicemail, that if a contractor did not reach out to me by the end of the day yesterday, I was going to hire someone myself and send the invoice to them. As suspected, I did NOT receive a call.
  
  I thought I would try the BBB as a step in getting someone form Sole to contact me. The elliptical was purchased new and I have not been able to use it. The first response from them was on January 7th and I have not yet heard from a technician as of today, Feb. 8th. Not only do I want this fixed, I also want my warranty extended accordingly.
  
  My next step is to dispute this with my credit card and tell them to have Sole come pick it up and issue me a refund. This experience has been very frustrating and I do not recommend Sole at this point

  Business Response

  Date: 02/12/2025

  Hello ****,

  We apologize for the service issues you've encountered with your equipment as well as any delays with getting a technician out to you.
  We spoke to our service team and it looks as though Shane reached out to you and let you know that **** with Exercise Equipment Specialist will be calling you, if he hasn't already. 
  
  For the inconvenience, we will be glad to add additional time to your warranty for s/n ****************. We will do so once repairs have been completed and your unit is fully operational. 

  We will be in touch soon via email with further updates once they become available. Please don't hesitate to reach out to ***** directly with any other questions. 

  
  Thank you,
  
  

  Sole Fitness Management
  ###-###-####  9am - 5pm MST
  

• Initial Complaint

  Date:09/01/2024

  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 am writing to express my dissatisfaction with the Elliptical E95 (***** ***************) I recently purchased. Unfortunately, I have encountered several issues with the product, including missing accessories, defective accessories, and a screen that continuously flashes green. Despite opening warranty requests (**************************** submitted on 08-02 and **************************** submitted on 07-28), I have not received any responses, nor has anyone contacted me to address these concerns. Additionally, I had to purchase the missing accessories from Home Depot at my own expense, which is unacceptable given that these should have been covered by warranty. I have tried to reach out via email, but the response from your service team has been to ask me to wait, without any clear resolution or timeline. I urge Sole Fitness to expedite the service requests and address these issues immediately. I look forward to your prompt attention to this matter.

  Business Response

  Date: 09/03/2024

  Hello, 
  Thank you for contacting SOLE. We apologize for any frustrations you are experiencing with regard to service and repairs on your equipment.
  Over the last few months we have been transitioning our warranty support in-house. This change will allow us to offer more efficient, direct, and personalized assistance to our customers. However, as we make this transition, there have been some temporary delays in processing warranty claims.

  We have reached out to our service team and asked them to call you with an update on the work order for s/n *****************

  
  If you need immediate assistance, please do not hesitate to contact our customer service team at 866-780-7653, Option 2 will get you to service and warranty.

  
  Thank you,

  
  Sole Fitness

  866-780-7653 

   

   

   

   

• Initial Complaint

  Date:07/29/2024

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Sole Fitness regarding their failure to honor the labor warranty on my treadmill.In June , I contacted Sole Fitness for warranty service on my treadmill, which includes parts and labor. Despite confirming that I am within the warranty period and that both parts and labor are covered, Sole Fitness has failed to provide the necessary labor service. They sent me the required parts over a month ago, which have been sitting at my house since then. However, they have repeatedly stated that they are unable to arrange for the labor to install these parts.I have been in communication with Sole Fitness for over a month, attempting to resolve this issue. Despite my numerous efforts, including phone calls and emails, there has been no satisfactory resolution, and my treadmill remains unusable.I am requesting that Sole Fitness either:1. Arrange for the necessary labor to repair my treadmill as covered under the warranty in a timely manner, or 2. Provide a full refund for the treadmill if they are unable to fulfill the warranty obligations.The details of my purchase and communications with Sole Fitness are as follows:- Product: sole F85 Serial number #**************** - Purchase Date: 2/12/2024 - Communication Dates: 6-27, 7/18, 7/29 I believe that my request is reasonable and aligns with the terms of the warranty provided at the time of purchase. I would appreciate the Better Business Bureau's assistance in resolving this matter promptly.Thank you for your attention to this issue.Sincerely,***************************** ************

  Business Response

  Date: 07/30/2024

  Hello *******,

  We apologize for the delay as we are currently transitioning our warranty support in-house. As we make this transition, there have been temporary delays in processing warranty claims.

  We apologize for this inconvenience and assure you that we are working diligently to complete your claim as swiftly as possible. I have passed your information along to our leads in the warranty department for assistance. They are working to schedule your labor repairs and they will be in touch with you shortly. 

  If you have any questions in the meantime please call ************** or email *********************** for an update.

  Thank you,

  Sole Customer Support 

  
  
  

• Initial Complaint

  Date:06/11/2024

  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.

  I purchased a Sole F80 treadmill about 7 years ago (January 2017). It has been well cared for and used (at most) 20 minutes per day for walking...with periods of unuse, as is typical with these machines.I was dismayed when it suddenly started making noises and having speed fluctuations that made it dangerous to walk on, but remembered ****'s supposed lifetime warranty, so I submitted a Service request on March 16. I had received no reply on March 31, so sent a follow up. Still receiving no reply, on April 4 I sent an email with a more nasty tone. I finally got a reply that same day from *******************************.******************* reached out by phone the next day (April 5) and gave me order number 769819-1 for a replacement motor and said I would receive it within 3 days. On April 17 I had received nothing, so I reached back out and was told I would get the motor 3 business days from when it shipped (whenever that happened to be). I was informed the motor was on backorder and they were supposedly receiving a new shipment on April 20. Since then, I followed up on May 9 and was told the next shipment was coming May 27, and on May 31 was told that shipment hasn't arrived. Now June 10, there are still no signs of a motor and they have stopped mentioning the "shipment". I did get a sales email offering me $100 off a new treadmill, which is insulting at best, a deceptive way to make a sale at worst. At this point, I have been 3 months without a working treadmill, and my health is being impacted by the reduced exercise. Seven years doesn't seem like much of a lifetime for a lightly used treadmill, and it would be nice if they honored their warranty in a reasonable timespan. There is zero reason they couldn't have fulfilled this within 3 months.

  Business Response

  Date: 06/12/2024

  ************ is the ***** tracking number for the motor. 

  Customer Answer

  Date: 06/17/2024

  The promised replacement part finally shipped the day after I filed the BBB complaint, and I received the part 3 days later.  It has resolved the issue.  

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair 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.

  Machine Serial Number: ****************
  -Dealer Purchased From: Sole Fitness
  -Date of Purchase: 3/16/2023
  
  1st compliant 4/16/23- issue with it making noise. (this was a replacement treadmill bc the one purchased 1 year prior had many issues)
  4/26/23 - I received a reply that a new roller set was ordered and a tech would come out.
  11/9/23 - I contacted Sole with same issue occurring with the treadmill making noise, worse than before
  11/13/23 - they requested a video from me
  11/17/23- the video was sent to Sole
  2/22/24- I followed up bc heard no response
  3/6/24 - contacted by Sole that a tech would come out with a new bearing set
  3/15/24 - I reached out to find out when the tech would come out
  4/18/24- I followed up bc heard nothing
  4/24/24- Sole said they were looking for a tech to come out
  5/6/24- I reached out again to see the status of the tech to make the repair
  5/9/24 - Sole replied saying that they are still trying to schedule a tech
  I have not heard anything since 5/9/24.

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair 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.

  I purchased a Sole F85 treadmill directly from their website 11/27/2023 for $2,435, order #**************. I am a disabled veteran and purchased this treadmill to walk at an incline. The treadmill is advertised as having a Speed Range of 0.5-12 MPH and an Incline Range of 15 Levels. However when I try to walk at an Incline the belt will start to speed up forcing me to start running. I submitted a warranty repair request right away on 12/18/2023, but they were dragging their feet on the repair, 1st waiting to send out parts, then waiting on an appointment for the repairman, then waiting on more parts and another appointment, then a replacement treadmill. Still after all that the treadmill is having the same issue. Now they are saying there is nothing else they can do, even though I sent multiple videos of the issue. I asked for a refund and they told me that I am outside the refund window, then told me I should sell the treadmill. To me it would be unethical to sell a treadmill that I know is not working properly. I believe this is an issue with this model of treadmills because I had the same issue with both of mine, and because I previously had a sole F80 that I bought in 2020 that I was able to use walking at an incline.

• Initial Complaint

  Date:04/10/2024

  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.

  We purchased a new treadmill on January 28th 2024 for ******** which included delivery and set up. (ORDER ***************). The treadmill was delivered and set up on Feb 9th 2024. A few hours after delivery and set up we attempted to use the treadmill. We discovered that the *** screen/keypad did not work properly. We contacted customer service and they immediately sent us a new screen and told us a technician would be contacted to install it. Well over 2 months later, approximately 6-8 calls and many emails we can not get the service department to get someone to come out for what is probably a very simple repair on a brand new treadmill. Horrendous warranty service for a brand new treadmill

  Business Response

  Date: 04/22/2024

  Hello,

   

  Per the tech's notes, it looks like he went out & fixed the unit.

   

  Fitness Motion I replaced the console and maintenance, job complete ok. C-04/19/2024 SL

   

  Thank you,

  *****

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

  Customer Answer

  Date: 04/22/2024

   
  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.

  I am happy after 2 1/2 months they were able to get a technician to fix the problem that was an issue form the day the treadmill was delivered.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/04/2024

  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.

  In October 2023 we purchased the soul E 95 elliptical trainer. We started experiencing problems with it in November and immediately contacted the support team. In the now 5+ months since then. I have done all but bag for follow up and repair of the elliptical. The service on this device, which is not inexpensive, is truly abysmal. If I sensed any effort at all to follow up with me and reasonably service the device I would be more patient than I am feeling right now. Its truly ridiculous at this point.At the very least, I would like my device repaired but, honestly, Id far prefer to return it and get my money back.

  Business Response

  Date: 04/04/2024

  Hello,

  I just spoke with the tech assigned to this case and will be contacting the customer today. We can add any downtime lost back to the warranty.

  Thank you,

  *****

  Sole Service Suoervisor

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21529161
  
  I am rejecting this response because Ive not yet had resolution and have been promised similar followup several times in the past. Its noteworthy that ***** indicated I may hear from the technician today to schedule repair, but its 8pm and I heard nothing. 
  

  at this point, my strong preference would be for Sole to take back the machine and return our payment. Weve lost confidence that this manufacturer is reliable and can be counted on to service the machine in the future. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/17/2024

  Hello,

  I spoke with the customer & the repair was completed.

  Thank you,

   

  *****

  Sole Service Supervisor