Sole Fitness
reviews and complaints

Poor Customer Service and a product that has recently gone south in recent years.
We recently purchased a Sole F85 and within two months the control board had a total failure "Control Board Failure E6", rendering the 2k+ purchase inoperable.
When contacting customer service expect long wait times, so be prepared to block off an hour or two for total phone time.
After talking to Customer they will send out an email to their various departments and carbon copy you on the message.
No one will reply to these emails.

I have tried email, phone, Facebook, Instagram and even reached out through Twitter.
No resolution.

I can only help the next person looking to buy this product, as it looks as though we will be given the run around and be stuck with a treadmill that will likely be sent to the dump within a months time...after just paying over 2 grand a couple months ago for it.

I bought a brand new sole TT8 treadmill directly from the Sole website. It delivered much faster than anticipated, which was great, but after taking out of the box and assembling we realized it was damaged. The incline/decline feature was not working and read as an E3 error on the display. I have called multiple times to Sole's customer service, waited for hours on hold, left multiple messages and written several emails AND HAVE NOT HAD A SINGLE RESPONSE. It has been 3 weeks and not a single person has returned any of my calls or emails. Not even an automated email response. I have opened a dispute through my credit card company and will be getting my money back. Hopefully THAT will get someone to finally call back, as I really just want this fixed. They seem to make a great product but this radio silent customer service is completely unacceptable for something that cost over $2,000.

Purchased an Xterra/Sole exercise bike through Amazon. Bike arrived without one of the parts. I emailed Xterra's customer service line about getting the part sent to me so I could use the bike. They responded several days later and told me I had to call their customer service number. I did. For two weeks. I spent a total of 4 hours waiting for someone to answer the phone. I left multiple voicemails. I emailed them again. No one picked up the phone, no one called me back, no one emailed me back. It's like the company picked up and vanished, leaving me with an expensive bike I can't use. Amazon was great however. They issued me a partial refund and filed a complaint against the company as an Amazon seller. They stated this is the kind of thing that will get the company kicked off Amazon so other buyers aren't treated like garbage. I hope so, frankly. I would never waste my money on a product from this company again. Sounds an awful lot like a scam, to be honest.

This complaint and review is solely concerning the extremely poor customer service and
Technical service of Sole Fitness. This is not a complaint about the treadmill we purchased.
We purchased a F63 treadmill on 10/4. We did not open the container because we were
in the process of relocating. The container was not opened until 1/23/2022. Upon opening the container we found all parts and hardware inside.
We began to assemble the treadmill on 1/23/2022 and had an issue with the left side incline cable group, We inadvertently cut off the connector tip. It will need to be replaced.
We immediately called the Sole Technical department and left a voice mail message. We also left a voice mail message with the sales department to assist with some paperwork issues.
Since the first voice mail we have left two additional voice mail messages and multiple email messages. The only response we received was a ticket number. That was on 2/7/2022.
We have never dealt with such disrespect from a company customer service.

I purchased my Sole Fitness treadmill Nov., 2021. I did not have a lot of time to use it in the year that followed due to demands with work and school, but it was nice to have. Before the warranty ran out, I got an E5 error. This was right as I was restarting a fitness routine and committing to lose a large amount of weight. I called SF and a nice gentlemen told me he would send parts, and if I did not hear from a tech to schedule a visit w/i 3 days of receiving them, I should call back. The parts shipped on 1/11 and I received them quickly. Two months later, and I still have a box of parts. I have called repeatedly and gotten broken promise after broken promise. I am not a wealthy person and saved for this treadmill that cost $1700. I thought I was buying top of the line. The treadmill is actually nice - but not if I can't use it. Now I have to join a gym while a brand new treadmill collects dust. I am livid. Do not even bother with this company. They do not care about what happens after they get your money.

1.5 years ago I bought a F80 as a Christmas gift for my wife. Since then I have had to get the control board replaced 3 times. I am 220 lbs and jog for 2 miles at 7.5 mph for a total of 15 minutes. These treadmills are cheapy made and are not sturdy enough to withstand everyday use. Each time I have properly lubricated the treadmill above the recommendations in the Sole catalog that the treadmill come with. Do not spend your money. Each time you need to get the parts replaced its a long process on rewind. I asked if there was anything that can be done differently this time due to the treadmill being faulty or something and they said NO we will continue to have it looked at and fixed until the warranty is through and then I can try to return it to Dick's. Dick's Sporting Goods will not take it back it has been too long. Sole obviously does not stand by their products with no mention of upgrading to the "more commercial" treadmill or anything like that. Do yourself a favor and look elsewhere for your treadmill needs or you'll end up like me.

Wish I could give 0 stars. By far the worst company I have ever had to deal with. Product was poor and stopped working within the first week of having it. Their "repairman" was a total joke. Customer service is even worse than the product- they do not get back to you, are unhelpful when they finally do. Spoke with a rep who was 3 days on the job and was unsure if she could help. Asked to speak with a manager and the manager REFUSED to get on the phone. Then the rep disconnected the call! Finally got a return started, was given a date and time for pickup- no one showed up! Reached out to customer service, told they couldn't help and we needed to contact returns dept. Have not heard anything back since. I wish we could go back in time- I would absolutely, positively never ever do business with this company again and I hope anyone who is considering Sole Fitness products seriously think twice about it. Please save yourself the headache and frustration and go with another company/product. All we want is our money refunded and the defective equipment picked up. I don't think that is too much of an ask.

Purchased new E55 in August, received shipment in Oct. Had it professionally assembled. Before assembler finished we discovered the flywheel was making a rubbing sound on each rotation. Called Sole customer service next day and was shipped a fly-wheel cover and told to wait for a service tech to call us to schedule a service visit. No call for several weeks and more inquiries to Sole customer service. When I finally heard from a tech, the message was very unprofessional: technician proposed a 15 minute call-back window as he was near my town, otherwise it would have to wait at least another 2 weeks because he was traveling (to a Covid hotspot state). The message gave us zero confidence in this technician, so we called Sole customer service back to ask for a different service provider. Many follow-up calls and 3+ weeks later and we are still waiting for a technician to schedule a service. After all this frustration the software on our machine has now seemingly gone haywire and we can no longer use any of the controls/functionality. Looking forward to many years of use and happy to provide positive reviews if/when deserved. Extremely disappointed so far.

First I purchased from their website an E95 elliptical. After their shipping company had lost the elliptical 3 times, and months of waiting I canceled the purchase. We purchased an E35 from ***'s Sporting Goods and within a week the flywheel began to squeak. I called Sole's warranty and service department and was put on hold for over an hour and someone from sales answered. After speaking with them and being assured that I would be contacted by their service department, I never received any calls or further emails. A customer service rep actually reached out to the service department and asked if anyone was going to help. After no further replies I attempted to return the elliptical per their website stating, " SOLE offers an unprecedented 30-day trial period on all of our equipment. If you are not completely satisfied with your product, we will refund your purchase, no questions asked." there is no stipulation stating where it was bought. They refused to accept the return and I was told to work with the point of sale, Dick's Sporting Goods. Sole does not stand behind their product, and their website presents false advertising. I would highly suggest looking elsewhere, and their warranty and return tactics are only there to rope you in. They seem to have no interest in making sure you are satisfied, and are only interested in making the sale.

I ordered the E35 eliptical machine on January 29, from Dick's Sporting Goods. It was delivered and installed in my home on February 8. It worked correctly for one day and then the only function working on the screen was the time. When I called Sole, they thought it was a speed sensor and said they would send the part to me. When I received the part, I set up a time for a technician from Precision Fitness Repair to come to the house and install the part. He arrived on March 14 and tore the machine down and found that the drive belt was broken. He said it was either installed incorrectly or was defective. He called and ordered a new one from the factory and we established that he would return on March 22, to put the new belt on and the machine back together. When he arrived and opened the package, he determined that Sole had shipped the wrong belt. He said he would contact them to get the right belt and would come back when he had it. I asked him if Sole would overnight the part so we could get the machine back up and running and he said they didn't do that. I have had this $1800 machine now for 6 weeks and it worked correctly for one day. I have no idea when this part will be in and when the technician will be back to repair it. Needless to say, I think Sole and Dick's customer service is terrible and I won't buy a Sole product or anything from Dick's again!
Warren ***
Galena, Ohio

I bought a Sole F80 treadmill over Christmas thru Dick's Sporting Goods. Delivery took forever but that's another story and understandable.

After assembling there was a problem with the belt. It was way off to the right. I used the Allen wrench provided and turned it in 90 degree increments per the manual but it wouldn't move to the center.

I tried calling Sole Customer Service many many times but no one ever answered! I tried multiple Sole CS numbers. Same story. No one answered. No one returned my messages. I also emailed and texted. No response. I think I even left a message on Twitter.

Finally, after over a month, I got thru to a guy at Sole who told me there was nothing he could do, that I purchased it thru Dick's so it's their issue. Wow Sole, maybe make that clear in your web site that has Dick's logo on it.

Dick's had told me that I had to talk to Sole but they are finally helping me but it looks like I'll have to pay another delivery fee to have it picked up. That's about $200 for nothing but wasting my time assembling and many hours of trying to get in touch with Sole's PITIFUL Customer Service.

I've never been more frustrated & disappointed with a purchase. With delivery I spent about $2,000 and I can't even use it! Sole apparently is a company that doesn't care about its customers. They must not care about looking like a dishonest company that given up on providing good products.

Sole F 80 is a very Bad product. Bad service, Bad customer service. I bought new tread machine and it lasted for two months before I had problems with it. They sent me the wrong part and when the repairman come to my home he put on the part and did a test and said that they ordered the wrong part. After about two weeks I called Sole and I had to wait on hole for about two hours. I had called one time before and I had to wait for over an hour. This is a bad company with bad service. I will never buy another Sole product ever! I have been waiting to get my F80 repaired for almost one month. The machine is still under warranty. I have had a very bad experience with Sole. The problem that I was having with my machine was when in operation the machine would speed up without notice. You would be walking or running and then the speed would pick up really fast without notice and slow back down. YOU Pay for what you get. Cheep machine, bad customer service. I even tried leave a message via email but they never responded. I feel stuck with a very bad product. I would like to warn others that if I had to do it over again I would not buy this product. One more thing the repairman does not have parts the company sends you the part. In my case if they send you the wrong part you have to wait. One more thing! They diagnose your problem over the phone. Then they send the part to you. In my case if they miss diagnose the problem. You will have to wait. They sent the repair part through the U.S. mail. That my take another month. If I had known this about the company I would have never bought anything from this company!

I asked Sole Treadmills the following:

Was anyone recently prompted by (F85) that there are two software updates for treadmill?

I think one of the updates was for the iOs/Apple 'tracking across apps' and I'm unsure what's in the second update.

I did a Google search and looked on Sole's website and couldn't find any information.

The software version is now 1.8.

Is there a better method to get a response to product questions regarding software updates?

I got another new software version is available prompt. This time updated from version 1.8 to 1.9. It's not apparent as to what's in the update.

I understand that I may be able to speak with a service person to find out what is covered in the two most recent software updates.

I have searched on Google, fan groups and Sole Treadmills website. I find that those websites contain general information on the functionality and updated features, if any.

I think it would be beneficial that when equipment 'changes' pushed out via software updates the information is shared and/or documented online for treadmill owners to review and follow up. Having the information documented online lessens the likelihood for misinformation.

There's a competing treadmill company that is being investigated by Consumer Protection Safety Commission for hazardous safety issues which lead to voluntary recall of its' treadmill equipment.

The competing company is addressing some relevant safety issues partially through 'software updates'.

I think consumer trust is EARNED when companies are, PROACTIVE, TRANSPARENT and make good-faith efforts to make customer safety a priority.

https://www.reddit.com/r/treadmills/comments/nb366h/sole_treadmill_f85_software_version_updates/

That other treadmilll users are receiving prompts to update software without knowing what's contained in the updates.

The most recent treadmill software and/or firmware update has caused the 'screen mirroring' function to stop working.

Sole Fitness sold me a defective E25 elliptical. I followed their return policy to get it fixed. Much like everyone else is saying, Sole is unresponsive and drags out communications, in my opinion, hoping that the 30 days go by so that you can get a refund. Well, they didn't get me, I made another request today, this time for a refund. If Sole Fitness can't respond to fix the issue, then there is no reason to continue doing business with them. Here's my story. Purchased E25 on 12/14, it arrived on 12/23, and The Assembly Authority stated they couldn't assemble until January 4, 2022. Absolutely not. We paid the $300 for assembly within 3-5 days of arrival. I received 147 emails from The Assembly Authority after my complaint indicating my new appoint for assembly on 12/30. The technician assembled and there was extremely LOUD knocking of the fly wheel and the right pedal was hitting the back of the frame also making a loud noise. The technician tried to resolve the issue, but it's not safe to use with the pedal inconsistently staying on the track. I submitted a Return Authorization Form to simply come and fix the issue. The Technician has videos as did I, and the Technician showed me as he uploaded the videos to Sole Fitness and The Assembly Authority. I informed Sole of these details, yet Sole asked me for the videos. (Hmm?). In the email exchange, Sole would delete my previous response and insert their response to make it seem like I hadn't responded to their first email request for videos. I wrote to them about this & also asked them their name - you see, Sole never provided a name, yet they addressed me by name. After I called them out on this behavior, they ghosted me and stop responding. This is not only unprofessional, it's unethical and immoral. So, to help them be better at what they do, I decided to complete another Return Authorization Form, this time for a FULL REFUND. Let's see how long it takes them to schedule the pick up and refund.

In October I ordered an F80 treadmill. It arrived broken a few weeks later. I called Sole to report the issue. Sole promptly shipped me the part to fix the issue but told me they needed to send a third party service technician to install it. They said that the technician would call me. Several weeks after receiving the part nothing had happened. I started calling Sole's service department, usually daily, only be told there is nothing Sole can do--the tech was simply not responding to their work orders. Still, the treadmill itself gets great reviews, so I proceeded to try and get someone...anyone...to come out and install the replacement piece. Today, I called the technician directly after some emailing back and forth with Sole to get them to provide me with that information. The technician told me that they do not provide service in my area of the country, and that when Sole sent in work orders, they rejected them explaining that they do not operate where I live. Sole never told me this, never bothered to call me back, and never bothered to try and find a different solution. Since apparently no one is able to fix the F80 Treadmill in Fargo (I know it's the boonies but maybe just don't sell here if you can't actually manage to provide necessary ancillary service!), and Sole has expressed no desire to help me resolve the issue, I opted to simply return the treadmill. Given the ordeal I requested that Sole cover the cost of getting treadmill out of my basement, repackaged, and ready for pick up when I initiated the return process. Sole responded to say that I was responsible for getting it to the curb for pick up. In short, I spent nearly $2,000 on a broken treadmill that is sitting in my basement and the company I bought it from says there is nothing they can do. It's not up to Sole, apparently! I've had a lot of bad customer service experiences in my life, but this experience with Sole is by far the worst. And it's not close. In short, lots of options out there, no need to go anywhere near Sole.

I purchased an E35 elliptical machine from Sole over a month ago, and had it professionally assembled. My initial impression was very positive. It appeared to be a high quality machine and I was looking forward to using it regularly. That said, after using it only three times, a loud squeaking noise developed on the right side of the machine, where the pedal glides over the tracks in a specific area. A call to service was made and I was asked to clean and lubricate the tracks. I did this, but it didn't work. I also tightened all the parts I could see, just in case. This also didn't work. I then called customer service back. I was told I needed some replacement parts for the rear assembly. I was then told that due to computer problems, the warehouse was behind on shipments. I called at one point several days later when I was concerned that the parts weren't shipping out, and was told they would go out the same day, but they did not. I then called the next business day, and was told that it was uncertain as to when my parts would ship. When I expressed frustration, the rep seemed to understand my frustration and agreed to personally ensure that the parts would ship that day, which they fortunately did. All told, it took about two weeks to finally receive the parts. That said, when they did arrive, the box was significantly damaged, and it appeared that the parts were not packaged well for shipping. A technician was sent to my home to perform the repair, and he informed me that the diagnosis of the tech rep over the phone was not entirely correct, and that I also needed a new right pedal. He states the pedal was not constructed properly and that the wheels were not gliding on the tracks properly, due to the poorly made pedal. So after all this waiting, he informed me that even more parts were needed. He ordered them. I called the company again and asked them why they didn't send out a technician in the first place, to ensure the proper parts were ordered the first time, and was given a generic answer that they don't work that way and that this usually isn't a problem. Worried that I would have to wait another two weeks for a 2nd shipment, I called on three separate occasions to ask them expedite the pedal shipment, and was told that they don't do that, no matter the circumstances, and that they're still behind shipments, that they can't tell me when my part will ship out. At one point I was told I was going to get a call back from a specific employee with an update, and was never called back. And during my last call, I asked to speak with a manager and was DENIED! Needless to say, a very frustrating customer experience, in many respects, especially for an expensive machine (over $1700 with taxes), that is brand new. I hope that the machine will be fixed and stay working well for some time, however my impression of both the initial quality and service, have both not been very good so far, unfortunately.

I purchased a Sole F80 treadmill on 11/07, the day my credit card was charged $1,911.43. On 12/03 they arrived at my home and assembled the treadmill. We tested it after it was assembled and it did not work. The unit console did not respond to touch and it's turning on and off on its own. The assembler thought the treadmill computer was defective. He immediately reached out to Sole, explained the issue and sent them pictures. I received an email from Sole who were going to order the replacement part, schedule the repair and I was suppose to receive a tracking number and a repair date on 12/09. I never received a tracking number, email or call back. I processed a RMA on December 13th for the return. I contacted Sole on 12/16 to schedule the pickup. They told me they could not pickup the treadmill because it was assembled and said I would be hearing from another shipping company on 12/20 to schedule the pickup. I have not heard from anyone regarding the pickup. At this point I have tried everything to have the treadmill returned under warranty and my account credited. Sole has not intention of picking up the treadmill or refunding my account.

Sole delivered an item with missing and defective parts. Despite my effort to the return the item, it has not been collected and a refund issued. My experience with Sole and the company's affiliates: ArcBest and ABF Freight System, has been incredibly bad! Not only is the craftsmanship of the equipment in question, the item was also possibly damaged during delivery, which happened on 10/7 (The box that contained the item had been crushed and was delivered with torn corners). While an effort was made to assemble the machine, it could not be constructed. Not only were parts missing, but others seemed to be defective. When an attempt was made to address these concerns with Sole, no one who had the capacity to help was available to speak over phone. Needless to say, after a very tedious process, arrangements were finally made to have the item returned - or at least I thought that was the case. Even though I had received an email from ArcBest on 10/30, stating that the equipment would be transported back to Sole on 11/03 between XXXX-XXXX, nobody from ABF Freight System showed, nor did anyone call to reschedule. To say this has been a poor experience, would be an understatement.

Left pedal crank arm needs to be replaced so left pedal can be put on and bike can be used. Was told a tech would be out by December 20, no follow up Order Number: XXXXXXXXXXXXXX Order Date: 11/23 5:01:16 AM Model No. SOLE LCB XXXXXX Serial No. XXXXXXXXXXXXXXXX I opened a line of credit with Citizens One bank to finance this purchase. I have been making payments since December. I paid an extra $99 to have the bike placed in my garage. No one would put it together even though this should have been available. I get to the left pedal and it wont fit on the crank arm properly. I contact the company and was on hold for 2 hours. I completed an online service request, no one responded. I emailed the service department, no one responded. I finally get the service dept on 12/14 and was told a tech would be on on Monday or Tuesday of the following week but would call prior to coming. No one ever called, I did receive the left replacement crank arm and pedal. I have been calling and emailing but no one has followed. I finally get a response from someone on facebook and they asked for my serial number. I provided it, 2 weeks go and I was the status is. They say they will have someone contact me.

Purchased Sole F63 and filed Warranty from *** in Minnetonka,MN. In the past year unit stopped working - burnt circuit board and motor. Contacted and told Warranty would cover parts but not labor to fix. Told when parts replaced to call and they would walk me through to replace correctly. This happened in April, 2022. Seems parts were backordered and given comment I should be next in line. This complaint is filed in September, 2022 and calls to get update not being answered nor returned. It is apparent that we may never get this resolved. All calls were talking with "***" until given the comment we were next. Since then no answer or personal contact from his number. This event is really doing damage to ***. I think this is way beyond unacceptable due to cost of treadmill and useless parts warranty. I see other complaints almost same complaint that does not get resolved. I am certain "***" will recall all of my attempts to get this right. The cost was $909.57 that should have worked far longer than I experienced. Besides Sole treadmills I think *** should help resolve this sale outcome. If needed we have original receipts and Warranty information.

I purchased a sole f80 treadmill from Dick's and had it delivered in May . In March 2022 the screen started flickering and after sending sole a video they sent a screen board to my house. Technician came in March and diagnosed the problem to be the main board not the screen board. The main board was not sent until November 2022 (8 months). The technician came and put in the main board on January 3, 2023. The machine worked (I may be used it six times, I run three times a week) and died completely on Jan 16, 2023. Again sent them the information. I opened the hood and showed them nothing was lighting up. They asked me ridiculous questions, like if I had a voltmeter. ( I did not). They said they were sending new parts ( two weeks ago). I called them yesterday and they said the main board for F80 is back ordered and they have no ETA at this point. They said new trucks for F80 and F63 boards (apparently identical) are coming in this week. My labor warranty will expire in a few months and I am not sure what I will do if it breaks again. I truly regret trusting online reviews of Sole. My experience has been decidedly negative. My Norditrack treadmill which I bought in 2004 worked with no problems until 2019.

Brand new treadmill with only one working speaker. After numerous emails and phone calls, Sole still has yet to attempt to resolve the issue. We purchased a brand new Sole treadmill on 11/25. This was an expensive purchase of more than $1000. The treadmill has two speakers and only one is operational. I first reached out to Sole on 12/19 to report the issue. I have called numerous times only to be disconnected, left on hold, or advised via voicemail that they are too busy to take your call. I again emailed on 12/24 and 1/6. On 1/7, they did reply and request certain information such as the serial number, place of purchase, etc. I replied with that requested information on 1/7 and I've never gotten a response since that date. I again emailed on 1/21 to inquire but simply get no responses. I feel I have been very patient because I do understand that over the holidays was likely a busier time for them. However, I have an expensive new treadmill that I've had more than two months that is not fully functional. As I noted in my emails to them, I'm a very understanding person, however non-responsiveness is simply not acceptable. I have copies of my receipt as well as all emails if requested. Thank you so much.

Treadmill has been broken since Day 1. Requested return but Sole processed replacement. Sole has been unresponsive after many phone calls for help. I purchased a S77 treadmill on 7/17. Treadmill was delivered 8/7. My husband and I assembled the treadmill on 8/8. The start and stop buttons were not responsive. After troubleshooting, I call Sole on 8/10 and explained the start and stop buttons on the console are not responsive and all other buttons are. Service stated they would send me a new console. I did not hear a word from Sole (telephone or email) until I called a week later wondering where the replacement console was. The representative couldn't tell me when the console would be shipped. On 8/17 I filled out the form online (RMA) to return the treadmill. I received an email on 8/18 that the return was processed. On 8/22, we received the replacement console in the mail. After installing the console on 8/23 the treadmill started making a clicking sound. I called Sole on 8/23 to inquire but the service department refused to help because a "replacement treadmill" had been ordered. I have called Sole numerous times to try and get an answer as to why a replacement was ordered when I filled out the form for a return and refund. I have been transferred to every department in Sole and no one is able to help me. I have requested a manager call me on 8/25 and was told they would call me right back. So far, 2 hours later, no one has returned my call.

I have been trying to contact this business about my defected item for over 3 weeks. I keep getting the run around and getting hung up on! I have been trying to contact this business for over 3 weeks. My item is less than a year old and I am trying to get an exchange. I spoke to the service department who wants to send someone to my household which I cannot have attaining to having 3 immune compromised people living here, and the high covid that was experienced in my area. I spoke to the warranty department and they stated that they do not deal with this issue, and they transferred me to the sales department. I spoke with the customer support rep named Nicole on another line who said she is going to send the info to her manager named Stephanie to have someone contact me. I have never seen a company do this. I was on the phone for over an hour just to have someone pick up and then drop the call. I had three lines going to try to speak to someone. I spoke with a person in customer sales and he told me that because I cannot have someone come to my house and repair the item, he told me that I can take it somewhere to get repaired. I said how and he stated it has wheels. I mean you cannot make this up! This is a treadmill not a book we are speaking about. And then when I said I can't do that can I be transferred to a manger He transferred me and the line dropped. It is ludicrous. I don't understand. I would like an exchange. That's all I want. My order number is - XXXXXXXXX.

F80 Treadmill I bought a Sole Fitness F80 treadmill from ***XX *** on Nov 7, 2020. Straight out of the box, the treadmill would not turn on. I was within my return window for ***XX *** but they REFUSED to let me return my treadmill. I then contacted Sole Fitness about the problem and the customer service representative that I spoke with said she did not know why it was not working and that she would send me a box of parts (which I received in the mail a few days later). The customer service representative also said a repair technician would contact me about fixing it. Three weeks later, no one had contacted me about my machine. I was able to swap out the power switch myself and the treadmill began working again. NOW, the area in the front, close to the motor, is making a grinding sound while I walk or run. I contacted customer service again on March 29 about the grinding noise. The customer service rep sent an email to 4 different people explaining my problem. After 3 days, I sent an email requesting an update. I still have not gotten an email reply or a phone call regarding my treadmill. Yesterday, I sent another email requesting an update again. I refuse to keep having quick fixes to bandage up my treadmill. I would like a full refund so that I can purchase a different brand treadmill. I will be more than happy to return this treadmill to ***XX *** or have someone from Sole Fitness come and take it back, once I receive a refund.

[protected] On 07/08/2022, I filed a warranty claim with SOLE Fitness (S*** that my SOLE F63 was not working properly and was under warranty. They sent a repairman soon after to see what was wrong with my F63 treadmill. He has not been able to fix my F63 since I filed this claim on 07/08/2022. In a call with the repairman (sometime in the Fall of 2022), he told me he called and consulted SOLE again, and they told him it might need a motor and appropriate cords. They told him they would send parts to my house and get this fixed. I am still waiting to get this fixed, and every time I follow up (via email or phone) since I filed this claim on 07/08/2022, SOLE Fitness associates keep telling me that the motor and cords should be out in a couple of weeks. I have heard this several times since I filed this claim. I have tried to speak with management about this warranty claim, but SOLE associates tell me that no one is available. It is now January 19, 2023, and I am still waiting to get my SOLE F63 fixed. I spoke with someone this morning [protected]), and they told me that the motor and cords should be out in the next couple of weeks to fix my F63. I am concerned that I have heard this from SOLE Fitness associates several times and have had no progress. They are still selling the F63 on their website, so parts should not be the problem. I am filing this complaint so that Complaintsboard.com is aware of this. I have tried in good faith to be patient and flexible with SOLE, but after eight months, I need to start complaining to Complaintsboard.com as SOLE Fitness needs to honor their warranty. I will keep documenting my warranty status with SOLE Fitness.

I purchased a Sole E25 elliptical for $1044.99 on January 27. Within a few weeks the incline would start declining on it own. If the incline was set on 10 it would decline to 0 within 2 minutes but the display still showed it was on 10. I tried contacting Sole several times by phone with no luck. I got an email address from the sales agent and finally got in contact with customer service. I was informed to take a video of the problem and send it in, I did that on 04/16. It wasn't until January 2022 until a tech showed up to replace a part. The elliptical worked better for about a week then started declining faster and faster as I rode it. The tech left me his card so I called him and let him know. Two more parts were delivered from Sole within a couple months and the tech arrived on 04/05/22 to replace the parts. The tech stated that every part that could possibly cause the problem had been replaced. On 05/10/22 I informed the tech that it still did not work. He stated he would contact Sole to see what they would do next. After no contact from Sole I contacted them on 11/22/22. They had me start over and send them more videos of the issue. Sole sent another motor in December 2022 and then informed me that the labor warranty was over and they would not send a tech. I found a review on the same piece of equipment with the exact same problem that stated Sole sent them 4 motors during the year it was under warranty. Obviously Sole knows there is a problem with the motor but will not fix the problem. All equipment that uses that motor should be recalled. I have corresponded with Sole a lot in the last few days and they refuse to correct the issue. Sole sold me a defective piece of equipment and refuses to correct the issue. I am requesting a refund and apology for all my time they have wasted. Thank you

An E95, bought on Oct 2020, is making loud clicking sounds on pedalling. Email: ***@yahoo.com Mailing Address: *** Dr City: Sunnyvale State: CA Zip: XXXXX Phone: XXXXXXXXXX Serial #: XXXXXXXXXXXXXXXX Purchase Date: XXXX-XX-XX Dealer: Sole They did send a repairperson who resolved the issue for a while, but the sound is back even louder. My multiple emails since then have gotten no response. Contacting them via phone is impossible: I have been on their customer support line for hours with no response. Order confirmation from Sole: From: Sole Fitness To: "***@yahoo.com" Sent: Wednesday, September 30, 11:19:31 PM PDT Subject: Sole Treadmills Order Confirmation please read for important details about your order*** Sole E95 Elliptical Due to high demand, est. arrival after purchase is 30 days Thank you for your purchase. Due to high demand, processing your order may take longer than usual. The moment your order ships, we will email you a tracking number with more information. This shipping email will let you know where your unit is and when to expect it. Once it arrives in your area, the shipper will call you to set a day and time for delivery. They will not show up unannounced. Hello, *** Thank you for your order from SOLE Fitness. Your order information is below. Order Number: XXXXXXXXXXXXXX Order Date: 10/1 12:19:25 AM Description Quantity Price Subtotal ________________________________ Sole E95 Elliptical 1 $1,799.99 1799.99 Curbside 1 $0.00 0.00 Sales Tax 1 $162.00 162.0 ________________________________ Total: $1,961.99 You may also view your order details by clicking on the link: Order Confirmation Details Bill To: ***@yahoo.com *** DR SUNNYVALE, CA XXXXX Tel: XXXXXXXXXX Ship To: ***@yahoo.com *** DR SUNNYVALE, CA XXXXX Tel: XXXXXXXXXX

Order number: *** Address: *** Purchase Item: Sole ST90 Treadmill Date of Purchase:Aug 5th / Delivered on Aug 19th, 2022 Dealer: SOLE Transaction requested: Return with full refund and the "final mile provider" service which will come into the home disassemble and place the treadmill on the truck Work Order#: *** Paid: $3,896.99 What happened?: I received my treadmill on the 19th and used it for a week. I initially noticed that the slat belt made a noise when I ran on the treadmill and that the tablet holder would not lock the tablet in place to hold my tablet in place as a ran. I called Sole on Aug 26th to inform them of the issue. They asked for video and pictures, which were sent to them on 8/27 and they determined that the slat belt needed to be adjusted and they could send me holding tape for the tablet holder. Sole told me that they would be turning this case (case # ***) into a technician for him to adjust the belt and I should be contacted within a week. I called back on Sept 6 and discovered they closed my case out and never told me. Another warranty rep said that she would open another case *** for work to be done, assign it to a tech, and for me to wait another week to be contacted by the tech. So I waited another week and called back on the 10th. They said they were having a hard time contacting a technician and they would open another ticket *** to get another technician on it. I called back on the 19th to follow up but it was the same story and I'd have to wait another week. I have asked the return dept. for a full refund because they have not repaired the treadmill on time and have been waiting over a month. I will need SOLE to have the delivery disassemble and load their truck which is an extra $200.00 and I've agreed to take it out of the refund. I haven't heard back from the returns dept. since i've agreed to move forward.

I purchased the sole elliptical E-20 on 2/27. It was delivered to the entryway of my home. Upon opening the box, the frame was cracked and the arm was broken. I called Sole Fitness to report the problem and was asked to send pictures of the damaged. I uploaded pictures and sent via email. I received an email stating that Sole would replace the item with a new machine and arrange for pick up for the damaged machine. When I was contacted by the freight company to schedule a date to deliver the new machine, I informed the rep on the line that a pick was also arranged, I was told by the freight company that a pick up was not requested by Sole Fitness. I contacted Sole and was told by a customer service rep that a lading order would be emailed to me to give to ABF Freight after he arranged the pick up. I called ABF Freight that next day to make sure there was a pick up order in place, which there was but that I would have to haul the damaged elliptical to the curb for the pick up or I should get in contact with Sole to have them change the order to "Home delivery". I again contacted Sole and explained to the rep that I was not able to haul a heavy machine to the curb nor should I have to. I was told that the problem would be escalated for an amicable resolution and I should hear from a rep in 24-48 hours. Needless to say, I didn't hear from anyone form Sole for 3 day. After a disappointing back and forth with no resolution, I requested a refund. This the message I received from Sole, You are eligible for a full refund. However, the issue still remains. If you want a refund, the broken unit will need to be outside where they can grab the machine. We are not saying it's your fault the machine is broken. Hence why we were happy to replace the unit with a brand new one or give you a refund. But our freight company has completely discontinued in-home delivery and removal. So all we ask is that you have the machine back out to where they originally delivered the unit.

Replacement parts for my elliptical broke fairly quickly, and customer service has not responded in 3 weeks. Replacement parts for an ellipitical broke fairly quickly compared to the machine's original components. On April 29 I ordered some replacement parts for my Sole E95 Elliptical from Sole Fitness, though the order appears to be fulfilled by Spirit Fitness. I'm not sure whether or not they are both owned by the same parent company. I received the order on May 2 and noticed part of my order was incorrect, and was sent a roller for a treadmill instead of the metal foot plate. I contacted Sole Fitness about this mistake with my order, and I was told the correct part would be shipped out to me. By mid May I still had not received the replacement part. Sole Fitness had shipped out the replacement part via USPS, which seemed to have been lost on the mail. I contacted Spirit Fitness about this, and after a bit of back and forth, they finally shipped out the part, via FedEx, and I finally received it on May 19th. On October 15, I contacted Sole Fitness to order some other replacement parts, along with reordering some of the previous parts, because they were starting to breakdown. I was a bit frustrated about this, in particular the aluminum rails, but assumed this was just normal wear and tear. On December 22nd, I noticed my elliptical making some loud noises while in use. Upon investigating I found that the replacement metal footplate I previously ordered had broken. I am extremely frustrated because the first part that originally came with the machine lasted 6 years with regular use. The other footplate is still in good working order. But these recent replacement parts seem to break down so much faster, and in 6 months time I have already spent nearly $300 in replacement components, and I feel these replacements should last longer than they have been. I have tried contacted Spirit Fitness, because they seem to be the ones fulfilling these orders, but after seeing 1 inter office email from them, one department instructing another department to assist, I have heard nothing from them in the 3 weeks since. They have failed to respond to any additional emails, when I attempted to call them, I sat on hold for over half and hour, with no one ever picking up the call.