ComplaintsforForce USA

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  10/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a MyRack with and a Lat pull down attachment. And disassembly and reassembly multiple times- the product is non-operational. I made several attempts to contact Force USA. I was prompted to send them photos. I sent requested photos and received the response “what is the problem and what do you need help with”. I once more sent the requested photos and was told no photos where received. I sent the photos once again last week, along with forwarding the email to the company no less that 4 times to confirm reception- no regard from the company. I attempted to contact FORCE USA on their web page, once again no answer- no response. I currently have has a none usable gym for months now that was sold to me broken by a company that refuses to fix their own products!

  

  Business response

  03/20/2023

  We apologize for the problems you had communicating with our customer service agents. It's very frustrating that we weren't able to respond to you in a timely manner and get your questions answered. If we haven't already, we'll provide a refund or send you any parts needed to make sure you're happy. Your products are still under warranty and we'll stand behind them so if there was an issue with your MyRack we're happy to give you a refund. We have also worked with our customer service team to ensure they are providing more timely responses in the future. Thank you for your feedback and for your patience with this issue. Again, we apologize that you had a frustrating experience with our team.

  Customer response

  03/21/2023

   
  Complaint: 17133867
  
  I am rejecting this response because: It has taken you nearly a year to respond. The equipment is not usable and you knew that.  Now you are just trying to save face. You have wasted my time and money through your unethical practices.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 7th I purchased a crossover assy to complete a piece of gym equipment that I own in my home. I spent over $500.00 for the assy and a few smaller pieces. The assembly is made up of 44 pieces and only 6 pieces arrived. The other items were incomplete as well. I ordered 2 resistant bands, which only 1 showed up. and the weight plate holder were missing the set screws. On 3/15/2022 I emailed them pictures of everything I received, to which I was contacted by Liam who sent me the following, "Ok, I am going to include the instructions on this email, will you go through and let me know all of the pieces that you need us to send you. " I wasn't happy with this, option to resolve this, but I complied. I sent him the inventory, and never heard a reply. I called a few days later, and talked to another guy who said he would get a whole assemble shipped out from the warehouse right away. He got the resistance band shipped out, but that was it. I never got the assembly I needed. After several more phone calls and emails stating that I would like to be contacted by a manager or someone with authority to resolve this, I have not received a call or email from a manager with any resolution. I then sent an Email stating I would have to try to get resolution from outside the company, with no response. I started trying to work with them on 3/16/2022 and it is now 04/01/2022 and I do not have any resolution.

  

  Business response

  03/20/2023

  'I'm sorry there were several miscommunications and delays in resolving the issues with your order. Your products are under warranty and you are definitely entitled to get the products and replacement parts in a timely manner so I apologize that we fell short in this regard. If these have not been resolved to your satisfaction or if you have any further questions or concerns, please don't hesitate to contact us.

*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. ↩