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:04/03/2024

  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 F89 Treadmill on 1/12/24, which was delivered on 1/25/24. It was assembled by the delivery people, but arrived with a cracked console screen. A new screen arrived on 2/12/24 that did not update software, had speed buttons that doubled the indicated speed and shut down and tripped the house circuits when it hit a certain speed.
  I submitted a request to return the machine, but emails ask questions about the problems but will not respond to the return requests.
  I began calling Sole about the issues on 1/30/24 and talked to Rachel. All issues were known by Sole and would be resolved with a software update, but they did not know when programmers in Taiwan would have the update due to holidays. Called and talked to Shane who said that new cables would be sent out and a tech would install ten within two weeks.
  On March 21, Jeff, the tech came out to repair the machine and was to install the new parts. Parts were not installed due to the fact that according to Jeff a new motor was needed. He videotaped the machine shorting out and told me that he would send me a report for the visit and order an new motor.
  I have called at least a dozen times and the last call on 4/2/24to ask about the report and the new motor. Adam told me that the tech had told him that due to a storm the notes on the visit were lost and that as soon as possible he would send me an update. No motor will be ordered until a report from Jeff is received.
  At that point I decided to submit this complaint.
  Notes on the calls are available and if the emails are needed, they have been saved.
  Thank you for your response to this request.
  Please note that the price includes the cost of the machine, the tax, the assembly and the warranty.
  $2,900 + $349 + $181.25 + 139 = $3,569.25.

  Business Response

  Date: 04/08/2024

  Hello,

  I just left a voicemail with the customer explaining that I placed the order for the motor with a return trip for the tech. I also can add the downtime back to warranty. I left my contact info on the voicemail.

  Thank you,

  Shane

  Sole Service Supervisor

  Customer Answer

  Date: 04/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  From the initial request in January, a tech finally came out on March 21. I was promised that he would replace the parts and send a report. Neither of these was done. In addition Jeff told me that a new motor would be needed. This was not ordered and this would not resolve the issue of the Treadmill shorting out, tripping fuses, system software not updating and speed buttons doubling the speed of the Treadmill. 

  I spoke with Shane today, who I am assuming responded because of the pressure from the BBB. He told me that a return would take place and that by 4/10/24 I should receive an email about the return daye, if not, I should contact him.

  A question about the amount of the return was still unknown. Would it include shipping, setup, tax, Warranty and the cost of the machine? Shane told me that he would get back to me. 3 months dealing with this company has been exhausting. I am thankful for the response from the BBB.

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

  Business Response

  Date: 04/09/2024

  Hello,

  I just spoke with the customer. He will be getting an email from returns today about the refund.

   

  Thanks,

  Shane

  Sole Service Supervisor

  Customer Answer

  Date: 04/09/2024

  
  
  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 have been told that a full refund for the machine, assembly, etc will be provided by the company. However, no date for the return nor the date for the pickup of the machine has been forwarded to me. I have been told that as soon as the machine is picked up a refund will be processed. Shane, from Sole told mecthat during the week of the 8th of April I should be receiving the date for the return of the Treadmill. 

  I accept this response assuming that thie return will not be delayed.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/23/2024

  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.

  Purchased Sole treadmill directly from Sole on 12/13/2023 Delivered on 12/21/2023 Assembled between 12/26-12/31/2023 Treadmill did not work properly from time of assembly. Tried using for few weeks thinkng it nneded to be broken in. Contacted Spirit Fitness (warranty company) on 2/3/2024 by email. Sent required audio/video on 2/7/2024. Q was informed needed new driver motor and bumpers. Was told parts would be shipped and technician would be in touch. Waited one week. No parts arrived. Called Spirit and was told parts never ordered. something to do with serial number?? Parts reordered and delivered. Did not hear from technician so contacted Spirit again and was told their policy was to reach out to one technician at a time and wait 3 days and if no response then reach out to next technician. This went on for few weeks with no resolution in sight. Contacted Sole directly and was given a name of supervisor (******************* ************) Reached out to him and was told they located a technician -Aalantic ************-willing to repair treadmill. Reached out to repair company and was told no service date could be arranged. Very busy and few technicians available. I do not live in a rural area. Contacted Sole - *****************************-to address my frustration on having bought this treadmill from this company in good faith and received a defective machine. NO RESPONSE!! At this time I just want Sole to refund the original amount I paid and pick up treadmill. I have no faith in this company and do not want to support a company who does not support or stand behind their products. It is now March 23,2024 and I have not been able to use the machine. I find this unacceptable and cannot fathom this being ethical in any way.

  Business Response

  Date: 03/25/2024

  Hello,

  I just spoke with Aatlantic & they are reaching out to you today. From the way they talked, they will be scheduling for next week. Any time you've been down due to this, we can add back to your warranty once the unit is fixed. I do apologize for the issues & the time it's taking to get a tech out there. We try to avoid going the route it says in the owner's manual about if no local service can be found. Please keep me posted if they have not contacted you today.

  Thank you,

  *****

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

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21476439
  
  I am rejecting this response because:  The warranty issue is not a major factor at this time. It is the fact that I was delivered a defective machine 3 months ago and I feel both Sole and Spirit fitness did not stand by their product. I do not live in a rural area as stated in owners manual. I really would like Sole to pickup and refund since I do not feel comfortable with product or company
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/04/2024

  Hello,

  We spoke to the service company AA Atlantic. They informed us that they reached out to the customer and offered a repair date of April 2, 2024 and they did not receive a response from the customer. The customer has the necessary parts for repair, however, repairs have not been attempted. 

  No RMA has been filled out by the customer. Please contact *********************** if you would like to request a return link. 

  Thank you,

  Sole Fitness

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21476439
  
  I am rejecting this response because:

  First and foremost the reply does not resolve this complaint.  Secondly, I do not know who is suppling false statements Sole or Aatlantic,  I have been in contact with Aatlantic numerous times through phone calls and texts.I have texted/and or spoken to ****  and have replied to numerous other texts beginning at least from March 7, 2024 and thirdly, I have requested information on how to go about returning the treadmill (what Sole is calling a RMA) twice.  Once  to ******** :****** on 3/14 and as directed in this reply from Sole to BBB in an email to *********************** on Thursday, April 4, 2024. Both times I have received no reponse. I have also voiced my request to Spirit Fitness manager ******************* who stated that was ****'s department,  As to the comment that I have the parts, yes I have an unopened box sitting near the treadmlll.  That was never the issue. The issue is receiving a defective treadmill and the lack of technicians in area (which again, I do not live in a rural area) and just the overall way Sole and Spirit Fitness has handle this issue.  I think as a consumer, I would have a right to return and be refunded for a defective purchase without having to go through  all of this.

  At this time, all I want is to return  the defective treadmill and be refunded.  I do not want to have to deal with Sole or Spirit fitness again.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/09/2024

  Hello,

  We have received no email communication from the customer requesting a return authorization form (RMA) nor has one been completed by the customer. The last correspondence sent by the customer was on 3/14 updating us on the technician status. 
  

  Again, please contact *********************** to request a return authorization form. We have included the link below for your convenience:

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

  Thank you,

  Sole Fitness

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Sole Fitness F85 Treadmill on 2/15/2024 at Dick’s Sporting Goods in Henrietta, NY for $2805.84. Treadmill was delivered and assembled on 2/22/2024 and I registered the product on the website on 2/22/2024. Within hours of the assembly we attempted to use the treadmill as advertised. The contact heart rate sensors and some of the apps are not working. I contacted the company via email and outlined the issues. The machine at the Dick’s Sporting Goods store also doesn’t have working apps or working contact heart rate sensors. I researched the machine online and found many, many customers report the same issues and those are dated 6 to 12 months ago. It is obvious that the company knows of this issue but makes no point of outlining it on their website or at time of purchase through their vendors. Two people from customer service responded to my email on 2/23/2024; Carolyn W********* and Isabel S********. Carolyn basically told me to call their support line and confirmed that the contact heart rate sensors should work and work without a chest strap. I asked for an email address for further contact and was told by her that no one would respond for 7-10 days! Isabel was nice enough to pass along my email address directly to the department however no response yet. I found the email address on another site and sent in a request but received only an email confirmation and a request for more of my personal information - although since I registered the product prior to the inquiry the company has all the info there is. The company seems to be purposely delaying assistance and knowingly sells equipment that is defective.

  Business Response

  Date: 02/29/2024

  The following message was sent to the customer on 2/26/24

  
  Ashlee L**** <*****************************> Mon, Feb 26, 5:22?PM (3 days ago)
  
  
  to *************, Shane, Kurtis, Hannah, Carolyn, Isabel, Management, info
  
  
  Hello ******, 
  We apologize for any issues you have encountered with your treadmill or if you feel our advertising has been in any way deceptive. We have never intentionally misled customers about our products. 
  We acknowledge that our console displays encounter bugs, which is common to modern software. Issues do arise with most streaming apps (Hulu specifically) and most are due to copyright/privacy settings, etc. Again, our software engineers are making continuous updates which should allow access to Hulu and we appreciate your patience while these are being resolved. 
  
  
  In the interim, we do offer various media apps, along with instructor-led classes, workout programs, and fitness tests if you are open to utilizing other options.
  
  
  With regard to heart rate monitoring, our service team will be glad to assist with troubleshooting the hand pulse sensors. The quickest way to reach a technician is by phone at ###-###-#### between 8am-7pm CST Monday-Friday.
  
  
  I have also included our team leads in this email for assistance.
  
  
  Having said this, we certainly don't want you to be unhappy with your purchase, so if you would rather take advantage of our return policy we will be glad to assist with that as well. Sole offers a 30 day satisfaction guarantee on all of our products should you decide the treadmill doesn't fit your needs.
  
  
  
  Please let us know if you have additional questions or concerns.
  
  
  Thank you,
  
  
  
  Ashlee L****
  CX Director
  ###-###-####

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it does not address any three of the resolutions requested.

  To clarify the path we’ve taken…we did use the troubleshooting outlined on the Sole website to address the heart sensors not working. Is there something else someone at Sole offers that is not offered and directed to the consumer from the website? FYI - my husband is an engineer so know that we’ve conducted the diagnostics ad nauseam and to no avail, and, we’ve used heart sensors on many, many, many other cardio machines and there never was an issue. Either the tech team installed incorrectly or this is an ongoing problem (again, the machine at Dick’s does not have working heart sensors and the numerous consumer posts online outline this as an ongoing issue for the past 12 months!). Chatting with someone on the phone to conduct the exact rebooting that is already outlined on the website is ridiculous and a waste of our time. Mind you we’ve already spent a couple hours on this machine.

  Please send a tech to conduct warranty work on this machine so it can be determined without a doubt the issue with the heart sensors (from an engineer perspective and a layman - it looks as if this is a design flaw), replace or upgrade to another machine with known working heart sensors, refund monies to keep machine as-is or pick-up the machine for a full refund of all monies expended. 

  Looking forward to a quick reply and resolution through the BBB portal. 

  Thank you.

   

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

• Initial Complaint

  Date:01/26/2024

  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 purchased a Sole Fitness Elliptical E25 on July 7, 2023 and paid $350 extra for assembly. The machine was delivered on July 27, 2023 and the techs laid out the parts in my garage only to discover it was missing a part. The tech called Sole and was told that someone would call me back. This never happened. After several phone calls to Sole, a part was ordered (the mast) and the machine was assembled on or about August 21, 2023. The tech put the machine together but there was a problem with the left swing arm. Again, I called Spirit Fitness (I think that's who I called, but not sure) to tell them the problem. A part was ordered and delivered and a tech finally came out sometime after September 14, 2023. On that date, I requested a refund, but a day or so after my request a tech was miraculously found and the swing arm issue was resolved. Now a few days ago, my husband was using the machine and the mast came loose. The machine is unusable. I requested a refund even though it has been more than 30 days. This request was denied and I was told to call customer service. I called this morning and was told that the warranty didn't cover cost to send a tech out but they could order a part. I am beyond frustrated with this company. Their warranty states, frame lifetime, parts 2 yrs, labor 1 year. They clearly do not stand by their products. I simply want a full refund so I can move on from this and get a machine that works and a company that has good customer service. I have never experienced this kind of customer service in my entire life.

  Business Response

  Date: 01/29/2024

  Hello,

  Sorry to hear about the troubles. A refund was denied because it is too far past the time for it. I do see where we asked for pictures/video of the problem with the mast. We have to see that so we can diagnose. The mast is a part of the parts warranty which is longer than labor warranty. The labor is only 1 year unfortunately. We can place the order for any parts required but we cannot send a tech to install nor refund the unit.

  Thank you,

  *****

  ************ supervisor

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21204191
  
  I am rejecting this response because:  there has been a problem with this machine since it was delivered missing the mast.  I'm not clear on why you are saying the labor warranty is no longer in effect.  I purchased the machine July 7, 2023 - and it was not in operating condition until September 2023.  That is approximately 4 months! I am concerned about ordering another mast and having this fail again at some point.  I simply want a refund.  I can send a picture of the mast but it won't show that it is loose.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/09/2024

  Hello,

  I am sorry to hear about the problems. As far as labor goes, that was a mistake & you are covered. I will glad to assist you with any parts & a tech to help resolve any issues. They have already denied the return but if you want to reach out to me, my number is *********************.

  Thank you,

  *****

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

• Initial Complaint

  Date:01/16/2024

  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 from D*** Sporting Goods in December of 2021. Since then the machine has had 2 issues. 1. The control board went bad and had to be replaced 1 month after purchase. It took **************************************************** November of 2023 the motor began to fail. The first time I called they insisted it was the control board and sent me another one. When I called and asked when the technician would be out to install it I was told they couldn't give me a date but that someone would contact me. 1 month later I had not heard anything. I called back in and was told I could install it myself and they sent me instruction in an email. I installed the board and the same problem persisted. I called back and asked when a technician would be out and they said they still could not give me a date and that they would not have advised that I replace the part myself. (I get a different answer every time I call in, they are inconsistent in their responses). I replied to the email I received and was told a technician would be out to install the new control board ( which was already done) and resolve my original complaint. I had the phone number for the tech so I sent him a text message. He came to my home 1 week later. He looked at the machine and agreed that the issue was the motor and said he would send in the information. He also stated the SOLE does not tell him if they are going to send the part or not we just have to wait. This machine has a 5 year parts Warranty and a 2 year Labor Warranty which expired 3 days after I called in with my complaint in November of 2023. The machine is still broken, I have no idea if they are sending a part. I have called in twice where they leave me on hold for 30+ min and then disconnect. I just got off the phone with them and the representative I spoke with said they have no record of a technician making a request for anything. They are asking me to send in a video of the machine so they can order.

  Business Response

  Date: 01/19/2024

  Hello,

  I have placed an order for the drive motor with a tech attached. The part should go today or Monday & the tech should be contacting you to schedule. I do apologize for the hassle you have been dealing with.

  Thank you,

  *****

  Customer Answer

  Date: 01/19/2024

   
  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:01/03/2024

  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.

  On December 10th I purchased a SOLE TT8 treadmill from their website, for $2799, I paid an additional $350 for setup and also bought the extended warranty, for $139.00. In total, I paid SOLE $3552.11 including tax. The treadmill was delivered and setup on December 19th by Arcbest, who SOLE subcontracts with for delivery and setup. Since delivery and setup the treadmill has never worked. It would not power on when the installers were here and they made up a reason saying the display needed time to warm up, the unit had already been in my heated home for 2 hours. **** blamed the installers for faulty setup and on December 22nd refunded the $350 setup I paid. However, they have not sent anyone to repair the treadmill or offered any other ************ they are saying this is their busy season and they don't know when they can get to someone to repair it. They should either refund my money and come take their nonfunctioning treadmill or ship me a new treadmill that actually works since they can't seem make this repair a priority. Please reference Order # ************** or Ticket #******

  Business Response

  Date: 01/05/2024

  Hello,

  We are still actively looking for a tech but a Replacement link was sent if the customer would like to replace the whole unit.

  Thank you,

  *****

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

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21093643
  
  I am rejecting this response because: after requesting the replacement, I received an automated reply that my response would be considered and it has now been 4 business days and no one has followed up. I have not been able to train, my only option is to pay more money to go to a gym and this is the worse customer service Ive ever experienced when having purchased commercial grade equipment at premium pricing.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/11/2024

  The replacement status is currently in review as this involves multiple steps with various departments. This will be processed as soon as possible and sent to the shipping department.

  Necessary approvals also had to be considered in this instance as repair attempts were never made. 

  The following message was sent to the customer:

  "Your Replacement is under review. We appreciate your patience as we gather the appropriate information to process this request. This includes obtaining notes from our service department, shipper and/or other applicable departments and can take 2-4 business days. We will be in touch soon with next steps. If you have any questions please reply to this email and we will assist you as soon as possible. "

   

  Thank you,

  Customer Answer

  Date: 01/13/2024

   
  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 maintain that this is the worst customer service I have ever received and to repair a brand new unit that never worked is the equivalent of paying full price for a refurbished unit. I would never do that. And to take just shy of 30 days to resolve this abhorrent.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service 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 called Sole Fitness to ask questions about my warranty. The representative was very rude and unprofessional. He ended up hanging up on me when he couldn't answer my questions.

  Business Response

  Date: 12/14/2023

  Hello,

  I just left the customer a voicemail with my extension.

  *****

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

• Initial Complaint

  Date:11/30/2023

  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 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.

• Initial Complaint

  Date:09/06/2023

  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.

  We would like a refund because the parts for the machine never came in. We wanted it before the warranty ran out.

  Business Response

  Date: 09/07/2023

  Hello,

  Unfortunately, the unit cannot be replaced. Sole can replace the unit or send parts plus a tech to fix the current unit. The last tech sent us an email stating they did not go out because the customer stated they were taking it back.Sole can however issue the cost of the current as credit for another unit if the customer wishes to do so.

  Thank you,

  Shane

  Sole Service Supervisor

  Customer Answer

  Date: 09/08/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Sole Fitness offered to send me a new rowing machine since my current one could not be repaired.  I was willing to accept that if Sole fitness would assemble the product for me free of charge and assemble it in my basement home gym. Sole would not accept and wanted to charge me $250.00 for assembly. I did assemble   first rowing machine myself and I feel that Sole Fitness should offer me free assembly since I have been so greatly inconvenience. I have a rowing machine in by basement home gym just sitting there taking up space   for months that I cannot use.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 09/08/2023

  We will process his request for a replacement along with also upgrading to assembly delivery and removal for free. 

   

  Thank you

  Customer Answer

  Date: 09/11/2023

   
  
  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.  Also, I would like to know from Sole Fitness what amount of time can they have the new SR500 rowing machine delivered and assembled?
  
  
  
  Sincerely,
  
  
  
  **** ****

  Customer Answer

  Date: 09/20/2023

  It is my request to re open my BBB complaint with Sole fitness.  Reason being is that Sole fitness is trying to replace my SR500 rowing machine with a SR550.  The deal was to replace the SR500.  Also I would like the full warranty that comes with my new rowing machine when delivered which is one year labor,frame weldments lifetime and all other components 3 years along with Sole fitness previous resolutions dated 9/13/2023.
   
  Thank you,
  *****************

  Business Response

  Date: 09/22/2023

  As has been explained to the customer, the ***** is no longer in production. Therefore we are not able to replace it with the same model. **** has honored the warranty on the original rower by replacing the entire machine with the new SR550. This is a newer upgraded version. We will continue to honor the remaining portion of the original warranty with lifetime coverage on the frame as well as two and half years on parts and 6 months on labor. 
  
  

  Customer Answer

  Date: 09/23/2023

   
  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 was not made aware that the SR500 rower was no longer in production and that the SR550 rower is the new replacement.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/11/2023

  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 August of 2021 I purchased a new SoleF85 and registered it for warranty. 2 weeks ago my screen display stopped working. Now it only loads a red background with the SOLE letters in the middle and is not responsive. I called to report this and was asked to send a video. I sent the video and did not hear back, so I had to call again after 2 days. When I called they told me that the video had not been reviewed yet. Then after they reviewed it they gave me a work order number and said that another screen could not be sent to me yet because they are all backordered and they could not tell me when I will receive it. The customer service agents are very rude and unprofessional. My ticket number is: ****** My work order number is: 740060-1 I need my treadmill to be back in order ASAP. I'm asking to either receive the part I need very soon or an entire unit to replace the one I currently have.

  Business Response

  Date: 07/12/2023

  Hello,

  I spoke with the customer & he has my cell number. I am sending a console to him.

  Thanks,

  *****

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

  Customer Answer

  Date: 07/12/2023

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