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Business Profile

Exercise Machines

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

Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 8 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:10/23/2022

    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.
    We ordered a large home gym system and paid extra for full assembly services. The items were delivered on time via freight service, and the assembly people came a few days later and unpacked everything from the crates. They discovered a critical piece of the equipment arrived bent and told us they would inform the company that a replacement was needed. We also contacted the company ourselves, and they said they would ship the part out right away. We never received shipping information for the replacement so we called again, several times, and each time that we finally got someone on the phone, that person gave an excuse for why it was not sent yet and said they would get it sent out. We emailed them for the first time on 10/4/2022 to document the complaint and try to get it resolved directly, and found there was no record of the order and they asked for the part number to get it ordered. We have not been able to get them on the phone again, even during their normal business hours. We have emailed them multiple times and have not gotten any responses. The home gym is still in our basement entirely unassembled and it has been close to 2 months.
    Order #: *******
    Original Order Date: 8/27/2022
    Total Order Cost: $7,792.65 (including assembly service and shipping and tax)
    Date of initial reports to Force USA of damaged part: 9/8/2022
    Date of first email complaint to Force USA: 10/4/2022
    Force USA responses: 10/5/2022 and 10/7/2022
    Our follow up emails (no responses received): 10/11/2022 and 10/14/2022

    Business Response

    Date: 03/20/2023

    I'm sorry to hear one of the components of your home gym was damaged in transit. I'm sure it was extremely frustrating to have such difficulty getting in touch with our company and waiting for a replacement part. We had several months at the end of 2022 when spare parts were in short supply but we should have been better at communicating with you and making sure you were happy with the experience and getting what you needed in a timely manner. I believe you were provided with the parts you need or were provided a refund for the inconvenience but please do not hesitate to reach out to us in the future if you have any additional concerns or issues.

  • Initial Complaint

    Date:10/14/2022

    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.
    I ordered fitness equipment from Force USA during the night time of 10/11/2022. The following morning, approximately 12 hours after having ordered, I attempted to contact the merchant to cancel the order. I emailed the merchant multiple times and called the phone number on their website. I continued to do this though today. To date, no one has ever picked up the phone at the company, and they have not returned any responses to my emails. Worse, they shipped out the order I attempted to cancel on 10/13/2022. I contacted the shipping company to stop the delivery. They need an official communication from the merchant to do so, but the shipping company has also been unable to reach anyone from the company. I have been charged thousands for a product I did not want.

    Business Response

    Date: 03/20/2023

    I'm sorry to hear about your negative experience. I have investigated this matter and it looks like your order was successfully cancelled and fully refunded. We've hired additional customer service agents and met with our customer service team about responding more quickly to ensure this doesn't happen in the future.

    Customer Answer

    Date: 03/20/2023

     

    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,

    **** ******

Force USA is BBB Accredited.

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