Review Time
Called Johnson/Horizon fitness about an issue with my treadmill. Was referred to their warranty department. Their technician emailed me after a couple of weeks. This is the only way they evaluate your problem -via email. Couldn't ask a question or clarify. Worst ever. The technician was not clear, couldn't set up a phone time to troubleshoot (they don't do that) and it was utter confusion.
He finally conclued I needed a mother board at $250. The treadmill is working but just stops abruptly occassionally, almost like the red emergency stop is pulled. Terrible. Don't buy this product. No service after the sale and after the conclusion the tech just disappeared. I've owned many tmills over the years and this is the worst customer service I've ever had.
I ordered a treadmill as a birthday gift for my wife from the company's website. After paying for premium delivery and setup, the technician found that two left-handed handles were included, but there was no right-handed handle, making it impossible to adjust the speed. I submitted a ticket to customer service, but after 24 hours, there's still no response. My wife is left waiting for her gift. I hope they reply soon and send the correct handle, as I would prefer not to escalate this issue like many other customers who faced similar problems with their equipment.
I strongly advise against buying from this company. I have a machine that has broken down three times since May 2025 and has been out of service for over three months during the seven months I've owned it. Despite being used fewer than 30 times, it keeps malfunctioning. When I reached out for warranty support, I was met with excuses: they claimed the problems were due to my not having a dedicated circuit installed by a professional. Save your money and choose a company that truly supports their product quality instead of shifting blame.
Adrian, the sales agent, was very courteous and helpful. He was also very patient in answering all my questions and concerns. I was very impressed by his knowledge and professionalism, and appreciate his assistance in completing my purchase.
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Horizon Fitness home cardio products are built for powerful performance, at prices you can afford. From the easy-to-use GO Series to the made-for-streaming STUDIO line, Horizon offers award-winning treadmills, indoor cycles, and ellipticals that make working out at home more motivating and enjoyable.
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