Complaints

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.

• Initial Complaint

  Date:04/17/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ordered the C-10 and sliding bench on 3/3 when the expected restock date was 3/5. I figured shipping that fast was ambitious, so I was prepared to wait. A few weeks passed with no update, so I followed up and was told the expected date was wrong. It finally shipped on 3/24 and took over a week to arrive understandable for a ***** lb package.However, once the shipment transferred from **** to Southeastern in **, it got split. One of the two pallets was delivered on 4/4, leaving 850 lbs of gym equipment unusable in my garage. So began the two-week (and counting) saga.I called all parties involved on 4/4 to locate the missing pallet. I was told dock checks would happen within 48 hours. I waited four days including a weekend then followed up, only to be told the process was starting again. This time at least it was documented via email.Force said if the pallet wasn't found by 4/11, they'd send a replacement. That sounded good, but I never received a tracking number. Then on 4/15, Southeastern 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

  Customer Answer

  Date: 04/29/2025

   
  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,
  
  **** ******

• Initial Complaint

  Date:01/24/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Product was ordered 1/8/25. Have received no product, telephone call was promised it would be shipped by last week (1/17). It was not. They stopped answering phone.

  

  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.

  Customer Answer

  Date: 02/07/2025

   
  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

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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.

• Initial Complaint

  Date:04/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  November 2022 spent almost $14,000 on a G20 along with several upgrades, add ons etc. *** arrived, took about 2 months for someone to come assemble it (staffing shortages) and then a few days later I discovered I couldn't use one of the attachments I purchased because it was missing a pin and so wouldn't attach to the frame. No big deal, call them up and get the part sent out I thought. It has now been 3 months just trying to get a stupid pin. I keep getting told it will ship, then told the warehouse placed a hold on it and they will remove the hold and ship it. Just the run around. The frustrating part is that THEY NEVER REACH OUT TO ME. I have to always instigate the contact to tell them "Hey guys, part is still not here" I am about done with them. You cannot tell the difference between a good and bad company until there is a problem. It is only then you see the policies and tools they have in place to take care of the customer. Problems happen everywhere, it's how they handle them when they occur that makes the difference. This company is poorly run and sub par. TAKE YOUR BUSINESS ELSEWHERE because when the next problem occurs, they will make it a second part time job for YOU the customer, to try and get it resolved. I have better things to do with my time and wish I had of purchased Rogue Equipment instead.

  

  Business Response

  Date: 04/18/2023

  We reviewed the support tickets you submitted to our customer service team and it looks like we dropped the ball on your parts order. We didn't respond to you when promised and didn't respond as quickly as we should have. One of our agents was confused on the availability of the part and I'm sorry you didn't get the part you needed on time.
  
  The head of our customer service team sent you an additional email last night and left a voicemail but we're offering a full refund of your assembly. We also shipped you the tracking number for the spare part which finally became available late last week. Please let us know if we can offer any other assistance.

  Customer Answer

  Date: 04/20/2023

   
  Better Business Bureau:
  

  Thank you.  As a business owner myself, I understand issues with inventory, shipping, and staffing.  I am very forgiving as these are often out of the business' control.  My pain point here was the communication deficiency.  Inventory problems, fine...call the customer.  

  I also understand short staffing can cause customer service and communications glitches (trust me here, I know)  I appreciate the quick response here and accept their offer to refund the assembly fee.  That was very kind.  I have now received the part and so long as they follow through on the refund I consider this matter closed and that the company DID in fact make this right with me.

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

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a fitness machine from Force USA and paid through their site to have it delivered and assembled, all provided at checkout through their company. The box came damaged but the assembler informed me everything looked okay. I did call to inform Force USA. I noticed a couple of gouges/ chips in the metal and paint. Three weeks later those areas are now rusting. This machine is in a dry temperature controlled garage so nothing has been wet or exposed to elements outdoors. I have called repeatedly asking for a manager only to be informed I will get a call back. It has been over 10 days with no return call. I fear the thousands I have paid for this machine the rust will spread rapidly and I will have to pay to fix their defective product. This has been in my home for only a month when I noticed it and its only getting worse. I want the parts replaced at their cost and replaced by their technician like I paid for at the time of purchase. I have also complained about the lag and un-smoothness of the pulley system. Again no supervisor cares to call me back. Thank You

  

  Business Response

  Date: 03/20/2023

  Thank you for reaching out to us regarding the issue with your machine. I'm sorry there were damages during transit. Even if it's damage you didn't notice right away, we're happy to send you any replacement parts. It sounds like there may have also been some damage to the pulley system. We understand that you paid for delivery and assembly services and if needed, we can arrange for a technician to come to your location and replace the affected parts at no cost to you. If this hasn't already been resolved, please don't hesitate to reach out to us.

  

  Business Response

  Date: 04/05/2023

  Thank you for emailing us the part numbers and photos of the shipping damage. I'm glad we were able to get the replacement parts to you. And sorry you had to deal with the hassle. We appreciate the feedback and I hope we were able to resolve it to your satisfaction.

  Customer Answer

  Date: 04/06/2023

   
  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,
  **** ******
  

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 this unit two months ago $7000 got confirmation that it was shipped. And then went to a shipping company. They said they attempted to contact me could never get a hold of them send them emails text messages phone calls nothing so then I call force USA they tell me to call the carrier company again so I called them back. Then it finally got delivered two months later the delivery people dropped it in the middle of the driveway were very rude and sitting in the raining elements right now. Then call the people that I paid to have it installed are no longer in service. I called Force again. They said keep continuing to call them which is not the response. I want to hear they have been no help after spending this type of money right now I’m just trying to get this out of the rain before it’s ruined, but they are no help. They’re just simply stating if I send it back I’m responsible for the shipping charges. If this is the type of business they’re going to run I really don’t even want the equipment I’ll order it from somebody else who has better service? Because obviously they’re not committed to helping me out and getting this put together.

  

  Business Response

  Date: 03/20/2023

  I'm sorry to hear about the bad experience with the delivery and installation of your machine. We hire trucking companies to deliver your order and you're entitled to a refund if they didn't meet delivery obligations. The same can be said of the assembly partner, if they weren't able to assemble it for any reason then you should have been given a full refund or we should have provided you with another company that was willing to assemble it. We appreciate your patience in dealing with the delivery problems. Your feedback is very helpful as it can be used to help us improve in the future. Please let us know if you have any further questions or concerns, and we will do our best to assist you.

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date ordered June 1, 2022 Amount purchased $ 7,143.98 Refunded 500.00 by manager Porter in October The business committed to send me replacements for the items that were/are damaged. The nature of the dispute is I would love to receive a working unit. I purchased the assembly from the website also but the individual as seen in some of the photos is unable to complete the install due to parts not arriving. The company has attempted to correct the issue but at this point I see it as they have received my 7,000 dollars and they could care less if I receive an item that is functional. I asked if I can receive another discount on the unit since it has went down 2,000 since I purchased it because the unit I have can be used because I am still awaiting parts ORDER #*******

  

  Business Response

  Date: 03/20/2023

  I'm sorry to hear about the problems you had with your order and hope this was resolved to your satisfaction. We had some delays with replacement parts at the end of 2022 and I'm sure it was frustrating to not have the full working unit you expected. A partial refund wasn't your preferred choice so i appreciate your patience in getting the parts you needed. If this hasn't been corrected and you aren't completely happy with your purchase, please don't hesitate to reach out and we'll take care of you.

• Initial Complaint

  Date:10/23/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.