Customer are Numbers

I’ve used VALD Performance products, including their ForceDecks and HumanTrak systems, at my NYC gym. The ForceDecks? They’re useful—though occasionally janky. But the HumanTrak? It’s a glorified paperweight. Between the constant software crashes and the never-ending updates that do little to fix things, it’s all novelty and no substance.

When I realized I was stuck in a 36-month contract (my fault for not catching that fine print), I tried to engage with their team. What I got instead was the ultimate corporate runaround—robotic, copy-paste responses about ‘policies’ and how they ‘can’t breach contracts.’ It felt like I was speaking to a chatbot whose only job was to remind me that their $25 million funding round means they can’t possibly show any flexibility . It’s clear: clients are just numbers on a spreadsheet to them—so much for a personal touch.

As someone who actually works in client services, this kind of treatment is laughable. We were still willing to use other products like ForceDecks, but the lack of any real engagement or attempt to work with me on the HumanTrak was comical. Even with a personal relationship with one of their reps, there was zero effort to accommodate. It’s obvious this attitude comes from above—their investors probably need to see ‘no breaches’ in the reports.

And here’s the kicker: for gyms with actual strength and conditioning coaches—people with CSCS certifications, advanced degrees, or board certification—the HumanTrak is completely unnecessary. It might be great in a physical therapy setting, but for us, it’s overkill. My clients are professionals and entrepreneurs looking for serious performance training, not a flashy song and dance. It’s a gimmick designed to wow, but for real utility? It falls flat.

In short, VALD’s approach is a joke. If you want tech that actually helps and a company that values relationships over revenue streams, I’d suggest you look elsewhere.