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Business Profile

Exercise Machines

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

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 6 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:10/14/2022

    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,
    **** ******

  • Initial Complaint

    Date:07/22/2022

    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 ordered a large piece of equipment from them for my son. I paid for the shipping and installation. The shipper contacted me to schedule the delivery and said they could not take the package into my garage only the driveway. I called the installer and he said the same. I am injured and couldn’t either. The website is not clear if you pay for shipping and installation that they won’t move it into your garage. I contacted customer service who offered no solution. They said I’d be charged $250 for the shipping for the return. The equipment was returned to them from the shipper. It never made it to my house . I got my refund and was billed $500. There was no itemization for the extra charge. I was only told it would be $250. I contacted customer service on two separate occasions and was told there was no manager around. They refused to refund the extra $250. I asked for an itemized bill showing they were charged the extra $250 when it never made it to my house. I believe this is a bogus charge.

    Business Response

    Date: 03/20/2023

    I'm sorry that you had issues with the delivery of your equipment, and we apologize for the confusion regarding our shipping and installation policies. When you purchase inside dellivery and assembly, a third party is used to bring machines into your home and assemble them. If they did not meet their obligation then you are definitely entitled to a refund. I hope this has already been resolved. We aim to provide clear and accurate information to all our customers, and we regret that we fell short in your case. I have talked with our customer service team to ensure we communicate more quickly and more effectively in the future. Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.

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