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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

  • 39 total complaints in the last 3 years.
  • 6 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:10/10/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 had a treadmill delivered, it took 3 attempts to get it coordinated and ultimately i was out of town when it was delivered. When I returned home, i noticed damage to my home and immediately reported it. Delivery occurred on 8/21 and damage with photos reported on 8/28 but the company would not take any responsibility for damage and kept blaming the delivery vendor noting they (Sole) couldn't do anything since the delivery company denied the claim because it was reported more than 7days later. I believe it was reported on time and regardless, Sole should take responsibility as it is their vendor, not one I selected. Sole initially told me to deal directly with the delivery company. I asked repeatedly for someone to call me, but was told but the director of Customer service she doesnt have the ability to call a customer. Ultimately I told them to come pick up the machine and refund me but that doesnt pay for the damage to my home.

  • Initial Complaint

    Date:08/31/2022

    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.
    Purchased treadmill 10/05/2020 for1000. July 05 2022 ordered new deck and motor under the warranty.They told me 45 to 60 days. When I call to check on the status they tell me they have no idea when I will get my warranteed parts. I feel someone should be able to tell me the status of where the motors are at this point. Have they been built, are they in Taiwan are they in California ? Someone should know the status and be able to give me a more definite time frame. I am eighty years old and the time frame is very important to me as far as deciding whether to wait or buy another treadmill . Cardiologist wants me walking. I also asked where am I on the waiting list for a motor. Am I number 10 or 1000. It is possible the motors come in and I dont get one. They tell me they have 13 decks in stock but wont ship one to me till they have the motor. They tell me if they ship the deck I go to the bottom of the list for a motor. I am concerned that the motor comes in and then their out of decks. They tell me i have a deck assigned to me but I dont believe them. They have motors for the new machines they are selling but no motors for those under warranty. They are not making any money on the warranteed motors so I dont think they are in any hurry to remedy the situation. They must be able to track their parts and someone must have a list of people waiting for their motor. Even if they sent the parts today it will be at least a month before they get a tech to me to replace the parts. It is not a customer friendly company. I would take a refund of my purchase price or they could send me a new treadmill for all the aggravation. I also had to replace the walking belt . That took about a month. All this and the treadmill was about 18 months when it startedto fall apart. Thanh you for your help.

    Business Response

    Date: 09/01/2022

    We have made progress with receiving back ordered parts and expect to have it resolved shortly. In the meantime we are sending a replacement unit to the customer. We will pick up the old unit and have the new one assembled. 

    Customer Answer

    Date: 09/02/2022

     

    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,

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

Sole Fitness is NOT a BBB Accredited Business.

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