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Business Profile

Exercise Machines

Power Systems, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:04/10/2025

    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.
    On 22nd February 2024 I ordered equipment from Power Systems on there web site. Delivery was stated as 5-7 days.
    On 24th Feb I received a shipping notification.
    On March 5th USPS still had not received the items, and I contacted Power Systems, via the email on the order confirmation, enquiring as to what was happening.
    On March 7th I had not heard back, and so wrote again stating that if the items were not shipped by March 10th, the order should be canceled.
    On March 11th, I still had not heard from Power Systems, and the items still had not been shipped. I informed them that I was going to instigate a chargeback, and did so.
    Today, April 9th, I received the items ( They were shipped on April 6th )

  • Initial Complaint

    Date:09/29/2022

    Type:Product 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.
    After returning a product and receiving the refund, I found an inexplicable $1 deficit when checking it against the receipt. Curious about the discrepancy, I mentioned it in an email containing the (very simple) math I used to spot it and asked if I'd made a mistake somewhere. I got a reply that just said "The refund is for the product only. Surcharge and shipping are not refundable." Great! That's exactly what I detailed in the email - subtracting the surcharge and shipping from the total. Unfortunately, I don't think the service rep fully read or understood what I wrote. In trying to explain what I did "wrong", she unwittingly confirmed that I did it RIGHT. Not that I typically find refund amounts particularly tricky to figure out, but now I knew they hadn't subtracted a $1 "return processing fee", etc. By the way, adding the subtotal ("the product only") and the sales tax magically produces the exact same number: $1 more than I was refunded. Perhaps the service rep isn't aware that there's more than one way to get the correct answer here. Anyway, being certain now that they'd made an error, I emailed back the same day. The following week, I did so again. Today marks two weeks in all that have come and gone and I've yet to get another reply...or the $1. I was cordial in all my emails as I understand mistakes happen (and that the Dunning-Kruger effect is a thing), but no one there can seemingly spare so much as a single minute to simply double-check their work or even provide the basic courtesy of a response. Now they may disagree but, in my humble opinion, being shortchanged and subsequently ignored despite politely verbalizing that insight makes for a nice BBB complaint.

    Business Response

    Date: 10/18/2022

    Business Response /* (1000, 5, 2022/09/29) */
    Hi ,

    Allow me to apologize for this issue with your recent order. I would like to look into this from our side to get the refund completed asap. Would you mind to contact me at your convenience.



    Consumer Response /* (2000, 7, 2022/10/06) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I must give credit where it's due. Although someone somewhere initially dropped the ball, Mr. ***** from the company deftly picked it up and scored in impressive fashion. Communicating and resolving the issue in a professional and timely manner, he refunded not only the missing $1 but the surcharge and shipping as well, for my troubles. It's unfortunate that things got to where they did before I was able to experience the excellent service the company is clearly capable of providing, but all's well that ends well.

Power Systems, Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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