See What Customers Are Saying (2025)

Customer Service

I purchased the Sole F63 treadmill from Dicks Sporting goods on 8/24/24. I brought it home, put it together, and powered it up. The orange power light went on but nothing else including the display screen. I reinspected all the wiring which was done correctly. On Monday at 8 AM, I attempted to call Soles customer support and sat on hold for a half an hour before I was told to leave a message. The recording said that they would respond by the end of the business day. They did not. I called again on Tuesday and after a half hour wait I spoke to a rep who said he would send out new wiring via Fed ex and have a local service tech respond. It's Saturday and I have still not received a fed ex package nor a response from the service tech.

Customer ServiceStaff

I have a sole F85 treadmill, purchased Dec 2023, it's only 6 months old and already have needed to replace a drive motor. Plus, contacting the customer service dept is very time consuming because they make the customer send them videos so they can determine from the video what could be wrong, and they decide which parts to send. Then they say service guy will call. That is misinformation, the customer has to call the service guy. (I had to do all the research with many calls on my own to find this out). Now it seems other parts, belts, are not good, and I am waiting for someone from Spirit Fitness to call me back. Still no response. Frustration. Please do your homework before purchasing any products from Sole/spirit fitness. I am going to try to speak to a supervisor now.

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Now they are saying there is nothing else they can do, even though I sent multiple videos of the issue. I asked for a refund and they told me that I am outside the refund window, then told me I should sell the treadmill. To me it would be unethical to sell a treadmill that I know is not working properly. I believe this is an issue with this model of treadmills because I had the same issue with both of mine, and because I previously had a sole F80 that I bought in 2020 that I was able to use walking at an incline.

Sole technicians are not held accountable for their incompetence; the pattern shown in these complaints is that Sole blames the customer. Sole machines are flimsy, low quality but priced high. The Sole company is a bunch of snake oil salesmen who traffic in pretense and fraud with the low quality machines and incompetent technical service.

Customer ServiceInstallation & SetupPrice

Customer ServicePrice

This treadmill broke down after about 40 miles total east running over 1 month. Customer service then sent the wrong part. More wasted time and new non functional expensive treadmill sitting in my basement

Sales & MarketingOnline & App

I received a gift card as part of a class action lawsuit. I have been trying to use it to replace footplates for my rowing machine - the second set of such because they are garbage and split and then are never available / always on backorder. I called the specific number I was given to redeem the gift card and was told I can only order on the website. The website will not let me order what I am trying to order, I have to contact parts and service - who will not take the gift card code. This is a total runaround scam and speaks incredibly poorly of this company's customer support. Stay away from them.

Customer Service

Received this machine over a month ago. It doesn’t work, contacted them, it’s been a month. Just got off the phone with warranty (Spirit fitness) again, who says they have one person in administration and they haven’t been able to respond to my issue yet, even though I submitted 4 requests?! Ridiculous and they still have my money.

Customer Service

I purchased a sole Model F80 treadmill. I have parts that are under warranty and I have been waiting for 6 months. I have called 866-697-6531 on several occasion and customer service has an indifferent attitude. On one occasion I was told to email Utah. I will never purchase a sole product again. I would never recommend this product to any of my friends. I would recommend joining a local gym! Within two years I have had this F80 treadmill repaired three times! Email: **

The Sole F63 broke down twice with the same issue. The first time the parts were covered by Sole and labor by the warranty. The parts were on back order for 4 months. The second time it broke, the tread stopped suddenly, mid run and threw my wife into a walk, giving her a life long back injury. The parts still have not arrived, it’s been another 3 months. I finally filed a return claim and the white elephant taking up space was finally picked up. Sole was offering me a new version of the same death trap, and I instead insisted on my money back. They replied with an ok, you will be getting a check soon. So we shall see, but the bottom line is, only purchase this machine if you are indeed of an oversized, 300 pound coat rack.