Resolved
Kathy W Mev

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Resolved: Over 3 months and 5 service calls before new treadmill worked

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Horizon Fitness - Over 3 months and 5 service calls before new treadmill worked
Updated by user May 04, 2024

Company fixed the issue and I have been provided with apology. They are going to issue a full refund in 7-10 days.

Original review Apr 19, 2024
Received Horizon Fitness T101 in early January with broken display panel. Contacted Johnson per package instructions.

After 7 weeks and 3 service calls asked for replacement or refund. Refused because ordered through Amazon - now past the 30 return /replace timeframe. After 4th unsuccessful service call asked for next level up treadmill. No response except to order yet another part.

Fifth service call and treadmill works - for now. Hours spent on calls, emails. Very poor custimer service. We had dispose of the broken display panel and have several boxes of 'parts' left here (not sure if they are parts replaced or not used) as just about every part possible was replaced.

Johnson handles Horizon, Vision, Matrix fitness equipment. I would not buy from them again or recomment them,
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Cons:
  • Unable to take action - escate then non responsive

Preferred solution: At this point - an apology, monetary compensation and extended warranty.

User's recommendation: Stay away from Horizon, Vision, Matrix Fitness all under Johnson Health Tech

Resolved
Johan V Awe

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Verified Reviewer
| map-marker Louisville, Kentucky

Resolved: Bad Customer Service and Questionable Return Policy!

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Updated by user Jan 12, 2022

Company fixed the issue and I have been provided with full refund.

Original review Dec 13, 2021
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!!!
View full review
Cons:
  • Customer experience and not being able to get hold of anyone
  • Refund policy of 30 days when items have not been received yet

Preferred solution: Full refund

User's recommendation: Do Not Buy Horizon Fitness Equipment!

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