"I had to wait 4 weeks to get treadmill, and then when I did with the white glove delivery, it did not work. No one responded to my emails, so finally called. They sent parts and told me someone would call then to come and fix it...but wait, no provider in our area. Plus the parts they sent were the wrong ones. They gave me a refund, told me to cut the treadmill walk, and then dispose it at my cost!! So machine never worked, waisted 2 months of my time, and they dont pay for the disposal, and if i wanted them too come and get it, it would cost me. DO NOT work with this company!!"

"UPDATE - 2/10/23

I received an email yesterday from Johnson Health Tech Retail Support as follows:

"I am sorry to hear your unit isn't working. I have looked into your account and it looks like we do not have any technicians available in your area. I had my supervisor look into this and we can offer the following:

We can either send the parts needed for repair under warranty and you can install them on the unit OR we can refund your purchase. However with the refund your warranty would be void and you would be responsible for scrapping the unit. Please let me know how you would like to proceed. "

Based on this reply and the willingness of the company to support their product in the end, I am changing my rating from 1-star to 3-stars as a neutral rating. The actions in the end were correct, but no customer should have to go through a month of frustration before a resolution.

I will update again based on the results and refund hitting my account.
________________________________________________

ORIGINAL:

I ordered the T202 treadmill and received the order in good time - this was 3 months ago. We set it up, lubed the deck, double checked everything and PRESTO - we had an awesome, sturdy, good-looking treadmill that worked wonderfully.
About 45-50 days after the first use, the treadmill suddenly stopped mid-stride on one of my workouts, and we noticed a burning smell coming from the treadmill where the motor is. We turned it off, let it cool down, and then turned it back on. Burning smell was gone, so we started it up again. After about 15-18 minutes of light use, the smell comes back again and the cover of the motor / mechanical area is hot to the touch. We shut it down again and then started checking all the help pages, which all said to re-lube the belt and track.
No problem - done.
Same problem again, 15-18 minutes into a light workout. Maybe we didn't get it lubed right? At this point, I'm out of the 2-use lube bottle they supply, so I order more - ONLY the lube directly from Horizon, as their owners' manual instructs.
A week later, new lube in hand, I apply another coat, making sure that I use exactly 1/2 of the bottle as instructed.
No dice - same problem, 15-18 minutes into a light workout. Can't get my 30 minute workout done no matter how I play it.
I try calling customer service - hold music - 30 minutes later, I have to give up, now worries, I will call later.
2nd call - this time I wait for over 45 minutes and still no answer - again, life intrudes and I have to give up.
3rd call - this time I'm determined - getting frustrated - and I wait for OVER AN HOUR on hold (Which is a REALLY annoying hold system, btw) and finally I have to give up because I'm at work.
Now I'm frustrated, but I dont give up - I go online and use their support contact form. No response and I waited over a week.
I do it again - I'm getting desperate - this time I get a canned response directing me to their FAQ section that I used WEEKS BEFORE and it told me to lube the belt. I reply to the email - AS IT INSTRUCTS ME TO IF I NEED ADDITIONAL HELP - and NOTHING. No response after another week.
Since that point, I've filled out the form 2 more times and received NOTHING in responses.

My only option now is to try and help others to avoid the same issues I have had - so I'm filling out all the reviews I can everywhere I can find them.

Date of experience: February 07, 2023"

"Bought T101 treadmill. Stopped working after 1 year. Control panel stopped allowing the start button to function. Treadmill is now merely a coat rack. Stay away. Total waste of money "

"I recently ordered the T202 treadmill and was delighted when it arrived in good time. We set it up, lubed the deck, double checked everything and it worked wonderfully. After around 45-50 days of use, the treadmill stopped mid-stride during one of my workouts and we noticed a burning smell from the motor area. We turned it off, let it cool down and then restarted it. After 15-18 minutes of light use, the smell returned and the motor cover was hot to the touch. We shut it down and checked the help pages for advice, finding that re-lubing the belt and track might help. We did this, however the problem persisted. Thankfully, after further research, we came across a helpful tip to reposition the belt and this worked, resulting in a smooth, enjoyable workout experience. I'm excited to have the opportunity to use my 2-use lube bottle that Horizon supplies. To ensure I'm following their owner's manual instructions, I order more lube directly from Horizon. When the new lube arrives, I make sure to use exactly 1/2 of the bottle. After a light workout, I'm thrilled to find that I'm able to last 15-18 minutes before needing a break. I decide to reach out to customer service to see if I can get some tips to extend my workout time. On the first call, I wait for a comfortable 30 minutes before life intrudes and I have to give up. On my second call, I wait for 45 minutes and still do not get an answer. I'm still determined to get some help, so I make a third call and wait for over an hour. Although the hold system is really annoying, I do not give up and am able to get the customer service help I need to extend my workout time.Despite feeling frustrated, I decided to not give up and went online to contact their support team. After waiting for over a week, I received a canned response directing me to their FAQ section that I had already used. Knowing that I needed additional help, I followed their instructions and sent a reply. To my delight, after another week I received no response. Determined to find a solution, I filled out the form two more times with no avail. In order to prevent others from facing the same issues I have had, I wanted to make sure I filled out reviews everywhere I could find them. Great company!"

"Better hope your product works as expected, if not, you will face a customer service team who is incompetent and is more focused on procedure than serving you.

Bought the equipment, no issues. Took it home and installed it, there was a noise, called for assistance, recorded the noise and shared. First technician cancelled, second came in and tried solve the issue, got on the phone with their technical team, it was either bad design or bad instructions, he tried but couldn't fix it. I asked to return the equipment, 14 days had gone by, no go. Asked for the problem to be solved, they wanted me to start the whole process again. Someone in their team kept warning me they would drop me if I didn't start the process again, as they did. Will use product till it breaks, would never buy nor recommend anything from these folks."

"
Do not buy their equipment because they are lemons. I bought an ext. warranty for 5 years and the first time they fixed the issue. The second time they will not because their units are made in china and they can no longer service these units. They are providing $80 for the remaining of the contract. Their customer service **** and they will not give me a refund on the HT5.0 Peak Trainer."

"The reviews here says it all"

"On October 18th, we placed an order for a treadmill. We paid in full for the treadmill and white glove installation. The treadmill was delivered on November 2nd, and the installers installed it before leaving. When I went to take a look at it, we discovered that the left side of the treadmill was not even properly assembled and was completely loose. We called the installers back, and they came back quickly to fix it. We then noticed that the incline was broken and reported it to Horizon the following day. After about a week, the parts arrived at our house, and a technician was dispatched to repair the problem. After inspecting the problem, the technician informed me that the parts sent were incorrect. He then placed an order for new parts. Again, a week or so later, the parts arrived, and once again, the incorrect parts were shipped. The service agency then ordered new parts and explained the issue to Horizon for the third time. On December 2nd, we finally received new parts, and the treadmill was repaired. With all of the poor customer service and the treadmill not working properly, we requested a refund and the return of the treadmill on December 2nd. We were then told that the refund would not be issued because it had passed the 30-day mark. When I asked when the 30-day period began, I was told it began on the date the order was placed. I asked the representative how a return policy could begin on the date of order placement when we hadn't even received the product and couldn't tell if it was what we ordered and worked properly. I also stated that the treadmill was not fully functional from day one, that the time from receiving the treadmill to requesting a refund was 30 days from the date of receipt of said treadmill, and that we had no success in contacting someone at Horizon prior to that, as evidenced by my numerous phone calls to Horizon on a weekly basis. I finally got a call from Horizon, but they said they couldn't help me and wouldn't reimburse me or take back the treadmill. They offered a refund of 5%. We feel duped and are now stuck with a treadmill we don't want. If the customer experience is so bad when the machine is brand new, what will it be like a year, two years, or three years later? Horizon is the worst company, they don't care about their customers, and we will never recommend them to anyone. We feel that we have been robbed!!!"

"I bought a Peak Trainer HT5.0 elliptical machine from Horizon Fitness/Johnson Health Tech in May 2020, used it for about two weeks after delivery and then left town until November 2020 for COVID-related reasons. When I returned, I used the machine intermittently (maybe 1-2X a week, on average) until it suddenly stopped functioning in late June 2021. The machine pauses workouts almost immediately and will not resume, does not adjust tension/intensity, and makes a loud knocking sound when plugged in. Essentially, I got about eight months of light use out of the machine before it was rendered inoperable (and apparently irreparable). The machine was *barely* out of the manufacturer's warranty but I had an extended warranty with Safeware. I contacted Safeware and filed a claim. After nearly two months, local repair outfit Huff & Puff Fitness was finally able to send someone to do a diagnostic on August 25. At that time, the agent told me the problem was electrical/software-related and someone would be back in touch with further information about repair and parts.

On Sept 16, I received an email from Safeware stating "Repair is rejected for $1,207.34 as this is over the Remaining Benefits on the Contract of $699.00. You may proceed with repairs for $1,207.34 and personally cover the cost difference of $508.34 directly to Huff n Puff



- OR -



The Remaining Benefits may be used toward the purchase of a new unit. We can issue a settlement directly to you for $699.00. (Please note that any diagnostic/labor charges to Safeware reduces amount of the remaining benefit available to the customer)."



In short, I paid nearly $900, including taxes and extended warranty, for a machine that I used very lightly for eight months before it was completely inoperable. It apparently can only be repaired for twice it's original cost, which the extended warranty (for which I paid $119) will not in fact cover. I appreciate the offer of $699 to put toward another machine, but frankly, after the (as yet undetermined) cost of diagnostic/labor is subtracted, not to mention the amount I will have to pay someone to come and haul this worthless 150-pound hunk of garbage out of my third-floor apartment and dispose of it, I won't really have much or anything left of that benefit with which to buy a new machine. Honestly, I feel thoroughly ripped off by Horizon Fitness/Johnson Health Tech for selling me a shoddy product and completely useless extended warranty.

A $699 settlement from Safeware, minus the cost of diagnostic and removal, is not acceptable to me. I don't want another of the same machine. I don't want a near replacement. If I buy another machine, it will almost certainly NOT be from Horizon Fitness, given this experience.

In an ideal world, I would ask Horizon/Johnson to refund the full cost of the machine, taxes, and extended warranty (a total of $878.37) and remove the machine from my house (either to reclaim it or to dispose of it).

I am awaiting their response and will update when the issue is resolved."

"On 4/27/20 I purchased an elliptical as a workout mat from horizon fitness , not only did it start giving trouble early on , I received an email on 5/13/21 over a year later asking for Additional money from me bc they made an error when doing their audits .. the audacity who fault is that I paid and was charged for what appeared on the website , they are now going back and forth to try and justify THEIR ERROR .. I will NEVER purchase from here and wouldn’t recommend.. I’ll be fighting this ..
"

"I purchased a treadmill in feb 2019. I actually had no problems at that time and the machine is still running well. Today (5/13/21) I received an email invoice from their company for sales tax they claim I owe from my purchase, due May 27,2021. Two and a half years after I made my purchase. Luckily I still have the original invoice which details the taxes I ALREADY PAID at the time of purchase. I responded to their email that I did already paid taxes on it. They replied and acknowledged that I did pay taxes, and that this is an ADDITIONAL tax. They are trying to charge me $140 in taxes on a $799 treadmill, 2.5 years after the fact. It’s my understanding that “use tax” is paid when you do not pay sales tax at the time of sale. They confirmed that I did pay sales tax at time of sale and they also want me to pay them a use tax. This company is committing fraud. "

"Bought t101 treadmill May 2019 . After that it’s a history of sadness..
I am not recommended to buy this sadness with your valuable $$$."

"Stay away from this company. I ordered a brand new T303 ( ORDER NUMBER 600008635) and received a damaged one. Tried to reach them through email and phone for days without any luck. ZERO CUSTOMER SERVICE!! After posting reviews online, I got a reply indicating two options, wait for replacement parts which are in back orders or pay more than $170 for return and restocking costs. Funny part is that they make decisions for you without contacting you!! Are you kidding me. What a shame, at least take responsibility for your short comings instead of beating the bushes. BTW, their website deletes your reviews and dose not publish them!!!!!!!!!!!!

"

"Treadmill stopped working 1 month after we purchased it new. Customer service is basically non-existent. We sent 3 emails (because phone line is not accepting calls) before we got a response. They sent out parts without even talking to us. Sent wrong parts. Unable to get back in touch with them. It has been 6 weeks without a working treadmill. So unhappy with this company. "

"Horrible customer service
bought a treadmill and had a few issues, never ending wait times on hold and not one email response."