Horizon Fitness Reviews

On Friday, January 15th I placed an online order for a treadmill from Horizon Fitness. I received an order confirmation from Horizon Fitness on January 16th.
On January 21st the treadmill was delivered to my home by Estes Forwarding Worldwide. Upon inspection of the box I noticed it was damaged. I pointed it out to him and he said he took pictures of it when he picked it up. I told him I was going to get my phone to take pictures and before I could return the driver was back in the vehicle and the assistant driver was closing the back of the truck. I immediately sent the pictures to the number, 877-560-2596, that had been providing updates on the delivery status.
On January 24th, I paid two handy men to remove the equipment from box and assemble the treadmill. It was at this time I discovered the console set was broken. I have made numerous attempts to get the damaged console set replaced (see below)
Jan 25th:
1. I called 844-961-0329 and was informed I needed to call customer service
2. I called 800-962-3596 and the phone disconnected after holding over 10 minutes
3. I called 800-244-4192 (called three times) and the phone disconnected each time
Jan 25th
1. I emailed Customer care the pictures and requested to have the damaged console replaced. I received a response stating my email and the pictures would be forwarded to the warranty department .
2. I emailed Horizon Fitness and received automated response: thank you for contacting Horizon Fitness. Due to increased volume, please allow 5-7 days for a response. I still have not been contacted.
Jan 27th:
1. I called 888-993-3199 (Warranty dept) after holding for over 9 minutes the call was disconnected
2. I called 855-396-2524 (Tech service) after holding for 10 minutes the recording said to please visit horizonfitness.com to chat
3. I called 855-396-2927 (Horizon fitness) after holding for over 11 minutes the phone disconnected
4. 800-962-3596 after holding for 7 minutes the phone disconnected
5. 800-244-4192 after holding for over 11 minutes the phone disconnected
Jan 27th:
1. I contacted Horizon Fitness and received an automatic reply. The email stated thank you for reaching out, we normally get in touch within 24 hours, but due to the busy season right now it may take up to ten business days. I still have not been contacted.
February 1st:
1. I emailed Horizon Fitness and received an automatic response: thank you for reaching out. We normally get in touch within 24 hours, due to the busy season right now it may take up to ten business days. I still have not been contacted.
February 8th:
1. I used the online chat to try to get assistance. I initiated contact at 1:31 after holding for over a hour at 3:19 Kelsey stated the console was on back order and would be back in stock on 2/18 and I would receive an email with FedEx tracking information. I still have not received that email.
February 19th
1. I used the online chat to try to get assistance. I received a thanks for contacting us, due to high volume it may take several business for one of our representatives to reach you. I still have not been contacted.
2. I emailed comments at johnsonfitness.com and received a response on February 22 from Sarah apologizing for the delay in responding. The email also stated the console set would be arrive in the warehouse on 3/10 and the part should arrive to me in mid March. As of today, I still have not received the part.
March 8th
1. I responded to Sarah’s email to confirm I was still on track to receive the replacement console and I still have not received a response or the console set.

I bought 7.0 AT and it stopped working in 1 month. I paid around 1400$ for this treadmill and the white-glove service. Now it is taking them more than 2 weeks to fix the issue. Not reliable if the home workout is your only option to achieve your fitness goal. Go with a different vendor if possible and save yourself the headache.

Gives same experience as any good quality treadmill machine which you can find at a gym. Honestly the best for home workout. I bought the 7.0 studio treadmill for $1800 CAD which is a fair price. I was desperately waiting for the gyms to open so I can workout and get my cardio in shape. Fortunately, This treadmill was more than enough to give my cardio that boost & intensity. I love it! I live in Canada took 3 weeks for shipping but totally worth it.
Thank you Horizon!

Should be 0 stars. Treadmill stopped working 1 month after buying it brand new. Phone line for customer service is unavailable. Sent 3 emails before we got a response. They said they were sending out a repairman with parts even though we had never talked to anyone. They sent the wrong parts. Repairman was nice but said “good luck” in getting them to send new part in a timely manner. He said even their service team had problems getting into contact with them. So 2 weeks later, still no word/parts. It has been around 6 weeks without a working treadmill. Garbage company.

Very bad customer service.
I cancelled my order, but still charged.
Away this company.

This company is an absolute scam. My new treadmill stopped working, and almost caused injuries. The company will not answer phone calls or emails. The company does not have an option to speak to a person for anything. Even the option to speak to a person to purchase equipment simply ends in a disconnected call. The products are death traps, and the service is non-existent. Save yourself and do not purchase anything from this brand.

Non-Existent Customer Service
Bought a t303 last July and seemed fine for 6 months until the bolts where the levelers screw into in the front snapped or broke off (not sure?) Have contacted Customer Service 4 times. They responded within the week the first time, but sent a new leveller. Not sure why. After subsequent emails and phone calls with no answers, I'm left with a broken $1000 treadmill. I also filled out a complaint at BBB for johnson fitness and you should do the same if you've had issues with this company.

Horizon fitness really does not deserve a star.
Extremely difficult to get service.
Johnson fitness needs to give easy access to their costumer support.
Treadmill does not want to pair with internet. We have the latest version download.

-100. No customer service. Received my T303 treadmill for Xmas. Assembled. Motor wont even turn over. Useless. Customer service is nonexistent. The company is a sham. Calling Attorney General for help.

I bought this treadmill from them in nov. Due do shipping delays which I understood it took a month to get to me. When it arrived I unboxed and proceeded to out it together. I found that the cup protecting the corner of the belt at end of the treadmill was broken ( not that big of a deal) but when I tried to attach the board that runs and operates the treadmill it would not go on. One of the masts was so terribly welded together I couldn't slide the board down onto it... i called tech support and the lady said that the parts were ordered and a local tech would be in touch with me next 72 hours.. 3 weeks later nothing I message them multiple times nothing, so I discover who the local tech is I call them and they said the parts won't br here till Feb 8th. Feb 6th I still have any notification I have a delivery coming ao I call. Come to find the parts won't be here till march... I tell them then said me a new treadmill, after some talk they agree to pick this one up and ibwas told in 2 weeks a new one would arrive. I said I want confirmation of this they said in 24 to 48 hours ill receive an email of this.... its now been a week nothing.
I am going on the 3rd month with a brand new treadmill I haven't even used one time yet. I get the pandemic but give me a break at least keep me in the loop. I am reaching a point I am going to lawyer up soon and sue them because I have to keep making payments on it or ill get a ton of interest.

Treadmill console did not work upon arrival. It was fixed and now 1 month later it doesn’t work again. Customer support is impossible to get in touch with. Not happy.

I ordered the elliptical EX59 last November. It arrived a couple weeks later in OK condition. I assembled it myself and it went together pretty easily in 6 hours. So far everything seems to work OK but I haven’t really tried all the features. The only problem is that the lever handles have some play and make kind of a knocking sound because of the slack. I’ve used multiple ellipticals in gyms and I know this not normal. I suspect the flywheel but I cannot get anyone to answer my Emails which is the only way they have to communicate for the customers. It’s been two months since I sent my Email so I sent another. I will say that for the money I paid the elliptical is pretty good except for the lever handle issue. I gave the overall rating a 3 but I would give customer support a zero since they simply won’t respond. For that reason I would suggest buying equipment from a vendor with known and proven good customer support.