"Purchased a treadmill in April 2020, it has died twice since then.
Opened a service ticket in December and it still is not fixed.
No communication from the Horizon Fitness, they are a complete Joke !!
DO NOT BUY ANYTHING FROM THIS COMPANY"
"Pathetic shipping experience. Don’t buy anything!! Beware of this brand. "
"I have updated my review from a 1 star to a 3 star. Reason for this is that it was packaged well and seems to be sturdy and the delivery guys were excellent (not the dispatch part of the shipping company). Still the biggest reason and I would probably still not recommend purchase Horizon again is simply that there is no way to speak to someone on the phone which concerns me if there is an issue. Back to the freight company, they do not contact or proactively communicate changes which is very inconvenient due to planning around typical life events. Regardless the item showed up today completely unannounced and I just luckily had returned home when they pulled up. The only saving grace was the two employees who were there to deliver were fantastic in getting it unloaded and put in the garage as stated in the purchase process. It was not their fault the company they work for is not well put together, but again these two guys were great.
Anyway, the product was packaged very well and took an hour or so to put together. Instructions were easy but if you are not very mechanically inclined it may take a little longer. It's not mentally hard, just not like baking cupcakes. Back to original gripe before I changed to 3 stars:
It appears the credit card was billed before shipment took place. Estes (EFW), their shipping company doesn't deliver on confirmed dates and does not notify of cancellations. I would give product review, but ordered and billed but no product. Next move will be working to the state attorney general's office and bank to reverse charges. If all the other experiences you have read don't detract you have a lawyer on retainer if you choose to give them a chance. The price is enticing, but will cost you way more in the long run. Will update as things progress. Hoping for better, but it's up to Horizon to communicate!"
"Worst product and worst customer service, actually, no customer service. From day 1 of delivery, treadmill started sudden stop, then cannot control the speed from the panel; No way to get connect with Customer service, email-only contact only gives you auto reply of "...ASAP", Chat function doesn't work either; with 1 month wait, technician came and stated the machine as Product Defect needing replacement of Engine Motor and Belt (What else does a treadmill have?). Decided to dispute, and let Credit Card company to handle. Had there be zero star, then even 1-star is a huge inflation as a review of this company, -never want to engage with them again."
"I applied for their 0% APR financing and was both approved and denied which I thought was weird. Apparently, they gave all my info to a 3rd party credit agency that took on my line of credit with 34.99% APR! I have really good credit so I am completely baffled. There was no mention of them using an outside credit agency. I have a lower APR on my personal credit card, I was only financing with them for the 0% rate. And trying to get ahold of a customer service agent?? IMPOSSIBLE! I feel complete ripped off and scammed. "
"I ordered an item, after 12 days got a message that it has been delivered, however nothing was delivered. I have been trying to get a hold of them for 2 days and their shipping company, no one seem to respond or pickup phone. The shipping company they use is equally horrible and they do not respond to call either. Their chat service, well no agent joins so you are just waiting until the session time out after about 15 minutes. "
"I bought a treadmill on 11/30/20 it’s now 01/06/2021 and I still have no treadmill. No one is available to answer my calls. No one answers my emails. I can’t get ahold of anyone at Horizon. The shipping company tells me one day it’s in Nevada, 4 days later it hasn’t even left Oregon. Spend a little more money and go elsewhere. "
"I hate to write such negative things about a company but i want to warn people
DO NOT BUY ANYTHING from this company. Their customer service is awful.
ordered a treadmill on Dec 1st and now Jan 5th with 5 calls into their company and their Estes Shipping COmpany nobody can tell me where my treadmill is. They are not a trust worthy company at all. Everyday they promise to escalate my case # and call me back and i have NOT receiveved 1 phone from them. I am beyond unhappy and wish i could get my money back but they don't even know if my treadmill is lost or where it is. PLEASE.. do yourself a favor and look at other fitness companies. This place is very very bad to do business with and at least 45 minute wait for customer service rep to tell you they will call you back.
"
"We purchased this treadmill in 2018 and immediately had issues with the speed which would increase completely on its own at random times. My father who is over the age of 60 and used it for walking at a speed of 4.0 was caught off guard when the machine sped up to a high level completely on its own. We nearly had to take him to the hospital for his injuries. I have been trying to get in touch with customer service again recently because we had a technician service the equipment but it was not able to be fixed. A year later, we turned it on to use and another family member was injured when they were using the equipment at a high speed of 6.0 and felt it increase rapidly. Because the speed does not show on the display, the user is not aware until it is too late and the machine has sped up so rapidly, making it dangerous to get off.
We would like our money back but have not heard from a representative since the technician came a year ago. If necessary, we will take legal action. This piece of equipment is incredibly dangerous and should be taken off the market.
"
"I recently spent a good amount on the 7.4 AT treadmill. The purchase was very smooth but as soon as the shipping folks got into the mix thats when everything went downhill. It took several weeks to get notification that it was on its way and then another week or so to get an estimated arrival. Once i received the estimated arrival, they gave me a window (8-5) that they would bring it out to the house. One guy shows up with a pallet jack and they only offer to drop it into your garage, not in the house or anywhere near where you would need it to install. This is a 345lb box so you cannot easily move it into your home and they don't offer to do that. You have to sign up for their white glove delivery and install $150 but that doesn't happen until the installers come out (they are associated with Horizon as there is a link on their website) . So you get to wait for that part. Those folks (installer/assembly folks) pushed me out another 2 weeks before they can even bother to call me to schedule a time. When they finally get someone for me, it is 2 more weeks because they are super busy. I told them to cancel it and refund my $150. I hired another professional to come out and install. We get it all setup and the incline feature doesn't work. I put in a support ticket via their online portal on Sunday early evening. Monday goes by, no one emails/calls. Tuesday goes by no one calls/emails. I try to call them and they put you through the automated menu for support and you wait on hold. It keeps telling you that you are in line to speak to someone and puts you back on hold. After 15 minutes and 2 automatic hangups on their end, there is a message that says due to COVID they are not currently taking phone calls for support. I know many businesses that are handling support folks from home with zero issues. This is insance. Now it says 2-3 days before they can get back to anyone regarding support. DO NOT BUY from these folks. They are not fully invested in customer support and only care about selling products, period."
"If I could give ZERO stars I would the company was absolutely the worst company I have ever made a purchase with. They were beyond horrible I placed an order during COVID times because many of the fitness centers are still closed so I wanted to order a treadmill for my own personal use. When I ordered the treadmill I NEVER received a confirmation email they just placed my order on the truck which under normal circumstances would be fine but I would need to be home for the delivery which I was unable to schedule. They also used a shipping company that only does curbside delivery so I would have to wait outside my apartment for a four hour window to ensure that my device is not taken. As I live in an apartment and am a female I cannot bring the machine inside myself and they refuse to be helpful with delivery options because the company that they provided for set up takes two weeks to schedule in advance and they could not find my order number because a confirmation email was never sent. So I was stuck with the dilemma of trying to bring a 250 pound treadmill up a flight and a half of stairs by myself or leave the machine outside for days at a time. The only suggestion the lazy customer service representative gave me was to have the shipping company return the device and to charge me 150 for the return fee. When I called the shipping company about this problem they had stated that the company should have paid the return fee as they did not contact them as I had immediately after talking to the customer service representative minutes after receiving the tracking number as the company needs to place the cancellation order. This company does not work with you if you even have the smallest issue I would NOT recommend this company to anyone if you would like one of their devices purchase from another seller. "
"Great customer service! Horizon fitness has been excellent from my initial contact to the end, they could not be more helpful and supportive. The Nike Air shoes I purchased from onefactorytrade.co is also a perfect fit for me, I needed a shoe that will be suitable with the treadmill. "
"We like the elliptical and have had no issues."
"The unit did require replacement of the 'circuit board' (for lack of the precise term). The machine works fine now but it was a disappointment, for the money spent, to deal with that defect."
"I enjoy my new treadmill. It is very quiet for a treadmill. My feet walking or jogging on it make the most noise! I have had it for almost a year now. The store I bought it from recommended it highly & I have not been disappointed with it. When I have called Horizon customer service, they have been polite & helpful. My only complaints are small compared to the great experience I have owning & using this treadmill. Decibel level of beeps, too dang loud. And getting the silicone out of the hard plastic bottle to lubricate the deck with (every 3 months!), which they have not provided any good solutions for. But as far as everything else, love it & appreciate it! "