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Business Profile

Exercise Machines

Force USA
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 7 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:04/17/2025

    Type:Delivery 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.
     
    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.  The product did finally get delivered and the company issued a billing credit.  I appreciate the help getting the issue resolved and hope communications with the company go a bit smoother in the future.

    Sincerely,

    **** ******astern called saying they had the pallet and wanted to schedule delivery. Finally, right? Not quite they called back saying Force requested it be returned.I called Force to reverse that and was told they'd handle it. Heard nothing. Called again on 4/16, and ************ agreed to schedule delivery for 4/17. It never came. Followed up, and Southeastern said they needed Forces authorization. I called Force again, and they said they'd contact CCFS. I followed up again and found out the authorization needed to be in writing, so I asked Force to email them, which they did.And yet I still have no product. The replacement was never shipped, and I dont know if the original is being returned or will eventually be delivered. Horrible experience.

    Business Response

    Date: 04/21/2025

    ****,

    Sorry you've had so many problems with your order arriving as promised. Thanks for being patient despite the frustrating delays. We're still working with Cross Country Freight to get it fixed. When we hand off your order to one of our shippers, we expect them to deliver it on time and in perfect condition. Clearly this hasn't happened in your case.

    As of Friday 4/18 they said they found your missing box and are setting up a delivery appointment with you. I'll have our customer service team reach out to Cross Country Freight to make sure your box is delivered. We also acknowledge we made mistakes in communicating about ship/in stock dates for the C10. Demand has been much higher than expected so our warehouse team has been behind on getting orders out in our normal timeframe. I'll also have our team follow up with you to offer a discount for your trouble.

    Thanks

  • Initial Complaint

    Date:01/24/2025

    Type:Delivery 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.
     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 22855717, and find that this resolution is satisfactory to me.




    Sincerely,



    Mary Braun

    Business Response

    Date: 02/04/2025

    Thanks for being patient on the shipping of your bike. It definitely took longer than it should have. It sounds like you talked with our customer service team and it has been resolved. Thanks again.

  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Bought X15 with upgrade pulleys and still haven't been delivered. I called to cancel but then it was magically shipped the next day so I couldn't cancel or be charged a fee. I received a shipping number and for a week it has no information. I called force usa and they said to call **** LTL freight. I called **** and they said **** never picked up an order from force usa and their isn't anything in their system they shows. A delivery to me. They even said they haven't picked anything up from force usa in a month. That I need to call them. I called numerous times again to try to get a hold of someone because they lied to me to just keep my money. I want my money refund because this company will lie to you to keep your money.

    Business Response

    Date: 01/14/2025

    Hi ********,

    Thanks for you patience on this and I apologize about the confusion on your order. Our system showed that it had shipped but I just called **** and they were correct, your order was cancelled before they ever picked it up. For some reason it showed in-transit because a tracking number was issued but we were able to catch it before it shipped. I also see you had talked with one of our **** on the phone to cancel it earlier this month.

    You were issued a full refund on your order several minutes ago. You will get a separate email from our system confirming the refund.

    Thanks again

  • Initial Complaint

    Date:10/30/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    My order is missing things and of course you can never get anyone on the phone. This seems to be a recurring thing with this company. It cant be this hard to get someone on the phone. Especially for the money you spend. Things are missing on the order and cant get anyone. But the sales *** always answer but cant ever do anything. I need a call back or something

    Business Response

    Date: 11/14/2024

    *****,
     
    Sorry you had problems with your order. The C10 Sliding Bench was in much higher demand than we anticipated so I apologize it took a while to get your order. On top of it, I see the freight company lost the weight stacks for your C10. It looks like you worked to resolve this with one of our customer service agents and your missing weight stack is set to be delivered tomorrow. 
     
    Thanks

  • Initial Complaint

    Date:07/17/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 bought the leg press/hack squat back in May, and it is currently July and it still is not built. They sent faulty threads and I have been trying to contact them for 2 MONTHS! I have heard nothing from them. This is absolutely ridiculous I have to leave 5 voicemails and hear nothing back. I’m on the verge of contacting my back to dispute the charge of this machine since it’s clearly a waste of money.

    Business Response

    Date: 07/20/2023

    I'm sorry we didn't respond in a timely manner, we definitely dropped the ball in taking care of your request. Our logs show we left you a voicemail after your first contact but your subsequent phone calls were unanswered. There was confusion about what part numbers you needed but we should have continued to follow up until everything was resolved. Our customer service manager left you a voicemail yesterday to determine exactly what parts you need so we can ship them out. We'll continue to call you daily for a few days until we can connect and get your machine working. Or you can contact us at your convenience at ******************** or by phone at ###-###-#### and we will get your parts shipped within 24 hours.  Thank you.

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