Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I subscribed to their mobile app *********** and tried to cancel the subscription in August 5, 2024. There was no way to unsubscribe within the app or on their website, so I sent an email. I have been charged every month since. I have repeatedly tried to send emails and call them (they never answer the phone). I have disputed the charges every month since with my credit card company, and continue to send emails and call but it still hasn't been resolved.

  Business response

  12/04/2024

  Hello ****, 

  Thank you for reaching out to us. We sincerely apologize for any inconvenience or frustration when attempting to cancel your Studio membership. This is the first we were notified of this, as we could not find any emails from ********************************************

  Upon further review we discovered that they were sent to our Moderator's spam report for *****************************************

  "The following suspicious messages were sent to your group, but are being held in your moderation queue because they are classified as likely spam messages. "

  ------- 17 of 68  -------
  Subject: Re: Your receipt from *********** #****-3911
  From: eric ********************** <********************************************>
  Date: Aug 07 11:56AM
  
  Please confirm my cancellation.
  
  On Aug 5, 2024, at 7:43?AM, eric ********************** <********************************************> wrote:
  
  ?
  Please cancel my subscription ASAP.
  Please confirm back once complete.
  
  ****
  
  From: "***********"
  
  Approve: ******************************************************************************************

  Subject: Re: Your receipt from *********** #****-3911
  From: eric ********************** <********************************************>
  Date: Aug 05 01:43PM
  
  Please cancel my subscription ASAP.
  Please confirm back once complete.
  
  **** "
  

   

  Again, we apologize for any frustration. We have asked our accounting department to please cancel/ refund these Studio charges associated with your information below:

  **** *********
  ******************
  Berthoud, CO 80513
  Daytime Phone: **************
  E-mail: ********************************************

   

  You should see the funds returned to your account within 5-7 business days. Our customer service team can be reached at ************** if you have any additional questions.

  Please let us know if we can be of any further assistance in the meantime.

  Thank you for your understanding,

   

  Sole Fitness

  Customer Support 

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an elliptical in December of 2023 used it for 2 weeks and it stoped turning on. I literally have to unplug it from the machine and wall remove the fuse and keep fidgeting with the darn thing for about 20 minutes before I want to work out to get it to turn on. I contacted customer service on December ********* and they told me they would get a service tech out to fix it. I waited a few months and didnt receive any response so I email again, I was told the same thing we have has several emails back and forth over the last 8 months. Last email I sent July 27th they never replied. I feel they are waiting for the 1 year warranty to expire so they do have to fix or replace the over $1,800 elliptical. Lucky I got it on sale and dont pay the $3,000 full price.

  Business response

  08/29/2024

  Hello ******, 

  We apologize for the service issues you have encountered as well as any delay in communication. We have been transitioning our warranty support in-house, in an effort to offer more efficient, direct, and personalized assistance to our customers. It looks as though the correspondence you were having was with our 3rd party company right during the time we began this transition.

  We sincerely apologize for any lapse in communication as a result.

  We have passed your information along to our service manager and are working diligently to provide a resolution as quickly as possible. If you would like to complete the form in the link below, this will get your information to the correct place. 
  
  ***************************************************************;
  
   If you have any urgent concerns or need immediate assistance, please do not hesitate to contact us at ************. 

  
  We appreciate your understanding and patience during this period and we will be touch as soon as possible. 

   

  Thank you, 

   

  Sole Fitness

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

   

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sole treadmill from dicks sporting goods. The unit squeaked shortly after I purchased. I called sole to resolve and they initially tried to help me resolve over the phone and eventually by sending a tech out. Tech was not able to fix because threads on the base unit were stretched, so simply replacing the bolts did not resolve. Now as I work on resolution, progression is slow. *** contacted sole over and over again and they stated they are waiting on getting a tech cent out.. but progress has been very slow. Please assist. This is fairly straightforward. I paid for a unit that should not squeak and should have bolts that hold unit together properly. Sole should be quick to resolve and has not been

  Business response

  04/24/2024

  Hello,

  I just spoke with the tech, he had not received the work order. Admins are resending it & the tech will contact the customer. I also left a voicemail explaining this.

  Thanks,

  *****

  Sole Service Supervisor

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ve had some trouble with customer service with **** from the very beginning of our interactions and I was hoping I could get some support from senior management on this.Upon purchasing 2 units (a little over a year ago) 1 for my wife and 1 for myself we had a hellish experience dealing with the logistics and delivery company. One unit was delivered when both were supposed to be. They were put together incorrectly when I paid for them to be put together fully.It took weeks for the next one to be delivered at which point I had actually delayed a business trip I was supposed to be on for a month. It cost me a fair amount of money logistically to re-arrange everything and get everything back together.************************* was my sales rep. **** reaching out to him and his management it was a constant finger pointing between the logistics company and sole.No one really took ownership and fixed the issues.The second unit was delivered and was still not assembled correctly. Speed k**** didnt work, back safety mechanism for the belt wasnt installed, etc. neither machines were appropriately leveled, and all the left over parts were left scattered Fast forward to this year, on my wifes treadmill, heavy rust has begun eating its way down the Metal arms of the unit and her Screen stopped working.On my unit the belt is completely slipping, the arms are rusting, the stop/start button has slipped out of its housing unit, and the screen intermittently will stop working.I called customer service and was told that I was 1 month out of warranty for the screen and I never heard anything about the rust issues the belt issues or anything else.It feels like when someone spends almost $7k with your company it should stand by its product more than telling someone they are a month out of warranty so tough luck.

  Business response

  03/13/2024

  Hello,

  I spoke to the customer. I advised him we would send a console for the one unit & replace the other. Customer seemed happy with this resolution.

  Thank you,

  *****

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

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 *** not even be resolved), I just want Sole to take it back and give me the money I paid for it. That's all.

  Business response

  12/07/2023

  Hello,

  The part tracking shows delivered. You will need to schedule with the technician for them to come out. Sole is not authorizing a replacement.

  Thank you,

  *****

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

  Customer response

  12/11/2023

  I've left a voicemail for you and decided to speak to a representative afterwards, and he informed me that ANOTHER motor was ordered, as well as a drive belt. So my original motor fails within a year, which the technician says it's because it's defective (because motors should NOT be failing so quickly), and then my treadmill continues to vibrate with the new motor. Either it's not a motor issue and the treadmill is simply defective, as the technician has also stated, or Sole continuously puts low quality motors in their treadmills that don't last. Even if I speak to you over the phone, I'm continuing this here on BBB so others are aware that they need to be wary with Sole. I'm extremely disappointed. And the most amusing part is the technician said that he recommends a replacement treadmill because he can't find a thing wrong with the treadmill that could be causing the vibrating, but **** chooses to ignore that. Also, to clarify, I did NOT ask for a replacement in my original message. I asked for Sole to take this treadmill back and issue me a refund. And now that the technician has stated exactly what I've said about it being defective, I feel even more strongly that **** chooses to string along customers for months in HOPES of getting their treadmills fixed. Then they'll most likely be disappointed and have to wait longer. I knew this would happen and said so. Once again--and I will probably keep reaching out--please set something up to take this treadmill back and issue me a refund. I've already submitted a return request. I should not be forced to keep a treadmill that will be out of commission for the next several months. And since those parts would most likely not fix the issue, then I'd be forced to wait LONGER. It's all ridiculous. Thank you.

  Business response

  12/20/2023

  Service manager resolved. 

  "Sent drive belt, drive motor and nylon washers for the frame. The technician will be sent as well to complete the repairs. The order number is 752279-2. They will be following up to schedule once the parts arrive."

   

  Thank you,

   

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sole Fitness Treadmill in need of repair parts.Sole agreed to ship repair parts under warranty, Warranty order number 718536-1.Motor and running belt. December 14, 2022.Told running belt and back order will ship both when available. Both items now on back order.I check monthly with no resolution.Finding it hard to believe.Thanks

  Business response

  05/11/2023

  Hello,

  I just left the customer a voicemail with my cell number. Advised the customer to fill out the ** from on the website for a replacement unit.

  Thank you,

  *****

• Initial Complaint

  03/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a SOLE F85 Treadmill on March 20th. Details are Order Number: ************** Order Date: 3/20/2023 8:58:12 AM I received a confirmation email that morning. I then received 2 follow up emails on March 24th and March 25th, respectively. Those follow up emails prompted me to register for my 30 day free trial of their workout app, STUDIO. I was wondering when I'd be receiving my treadmill this afternoon so I clicked the purchase link in my original email to see the details. At this time I saw that I would be notified within 2-4 days with my tracking information. Since it's past that time, I called their support number. The woman that received my call was immediately unpleasant and put off that I'd be calling to inquire. After giving her my order number she told me that my purchase model happens to be out of stock now. This was 100% not the case when I made the purchase, and they pulled the money off of my credit card. However, the main reason for the complaint is how this has all been handled. At no point have I been contacted that my order would be delayed or give me an ETA or even that I wasn't supposed to be expecting my treadmill in the next few days. I'm fortunate that I happened to look into it myself. Who knows how long they were going to keep my money without any communication. Anyway, without any effort at all to make this right the woman on the phone cancelled my purchase before offereing any alternatives and then hung up on me.

  Business response

  03/28/2023

  ****, 

   

  I apologize for the issues you have experienced. Our inventory was on a set timer and should have gone on backorder once it hit a certain level and it did not. I recognize this is not your problem and we do regret how it has impacted you. We did set a plan in place for how this could be addressed and amended and an email was then sent out advising our customers of the situation and potential options. This email did go out after yours was cancelled and was not sent to you, however our phone rep should have had those options available. Going forward we would like to make it right. 

   

  We are out of stock on the F85s, however we do have our new 2023 F80 models available and they have many of the features of the F85 you originally purchased. We would be happy to offer that with a $100 discount. Alternatively, our new 2023 upgraded F85s will be available in mid April. We would be happy to offer you that model for the price you paid on your original order even though the new model will have a higher price point. Again, I apologize for any miscommunication, please let us know what we can do going forward to make this right. 

   

  Thank you!

  Customer response

  03/28/2023

  
  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. However, I saw the refund from this purchase as pending to my credit card earlier today and I've already made another treadmill purchase with a different company so I don't need the business to do anything else to complete this issue. I consider it resolved as is with the apology. 
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Sole Fitness to fix my treadmill which was broke October 2022 and was on warranty. They sent parts to my house 3 weeks ago, than mechanic came and told there not all parts which needed. I cannot reach neither company nor mechanic since than

  Business response

  02/24/2023

  The technician has the parts are will be calling the customer today. 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a replacement treadmill after ours broke and was still under warranty. It was a very lengthy process to get the new treadmill delivered but it did finally happen. We were told the old treadmill would be picked up upon delivery of the new one (on January 16th). This did not happen as the delivery driver said he didnt have room in his truck for the old one. He said they would schedule another day to come pick it up. It has been over a month and the old treadmill still has not been picked up and is still sitting in our driveway (on ice, snow, etc.). We have contacted the company several times and do not hear back. We would just like the old treadmill picked up as promised.

  Business response

  02/27/2023

  Hello,

   

  I did confirm with the ************* at Sole. Looks like the pickup rescheduled due to bad weather & rescheduled for this week. If the customer needs a point of contact it is **************************.

   

  Thanks,

   

  *****

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

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

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

*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. ↩