horizonfitness.com Reviews
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3.7 / 5
Average user rating
4084
Total reviews
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horizonfitness.com Reviews
Read real experiences from customers of horizonfitness.com.
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Bryan Erwin
March 24, 2026
Thousand Dollar Safety Hazard
Awful experience with their 7.0AT-05 treadmill, both the machine and service. I bought the treadmill in January 2025. By late summer, it was randomly stopping in the middle of a workout, flinging whoever was on it backwards with no warning. I reached out to the company on September 4; they couldn’t get a tech out until the 17th. The tech replaced the motherboard which seemed to be a fix. Three months later, the issue started again. I reached out again on January 25. No tech came out until February 24 - a month after I reported the issue. The tech was very late ( didn’t arrive until 5:30 pm). They replaced the motor. I used the treadmill 3 more times then it stopped again on March 5. I called that day. I received an email on the 11th expressing surprise that it wasn’t working. They asked me a series of questions on March 13. I answered those on the 14th. Here it is March 24 and it has been silence since then. I have followed up multiple times with no response. At this point the treadmill is unusable and the company won’t respond. I know a thousand bucks isn’t a lot for a treadmill but it’s a lot to me and to be ignored when their product doesn’t work is appalling. I cannot advise enough - stay away from this company and their products.
Josh Yoder
March 20, 2026
They ship defective products and then stall or don't fix them.
Ordered an exercise bike in Feb. It arrived on March 1st but was defective. I immediately contacted the company and they said a shipping notification for repair parts would be coming in two business days. It's more than two weeks later and I have literally nothing from them. They don't respond to customer service questions.
Gabriel Borelli
March 19, 2026
Worst experience ever— and would run straight away from this company
We’ve had an overwhelmingly negative experience that has just worse the more we’ve interacted with the company. Our treadmill delivery was scheduled to arrive during a family emergency, but then it did not arrive on time despite us going out of our way to ensure someone would be here to sign for it. They tried rescheduling it for the day of a funeral the next week downplaying the inconvenience of the delay. We got some refund for shipping in the end, but only after a month of back and forth and repeated follow up. Now it’s barely a year since our purchase. Our treadmill simply stopped working. The lights go on but the belt doesn’t move. I put in a warranty request since clearly there’s a defect for it to already not be working (and us taking the appropriate steps to oil and maintain it). Again, I make initial contact with customer service, but then receive no follow up after over 10 business days (despite being told this would be the high end of the window for us to hear back). Finally, after repeated follow up, they send a replacement part (despite never sending someone out to diagnose the issue), and schedule it to be serviced (simply emailing me a date, and never even confirming if someone could be there for the technician to come). Over a month after the issue started and we put in the warranty request, the technician finally comes. He replaces the part they sent. Surprise surprise? It doesn’t fix the issue that they never formally diagnosed. The solution? To send me a second identical replacement part, with no contact from Horizon about why or when a technician might be back. Foolishly assuming they’re going to follow up, I wait over a week— and no contact or outreach occurs to schedule a technician to come back. Now a month and a half since the issue to began, I write to them again. I inquire why the same part was sent to my house again (when the problem was never formally diagnosed by a professional, and the same new part did not solve the issue over a week prior), why I haven’t been contacted about follow up to have it be replaced, and why it’s acceptable to have this dragging out over a month later for a thousand+ dollar product that shouldn’t be not working to begin with just a year into a multi year warranty period. I ask to be refunded since clearly the product is defective, and they’re now wasting my time playing games with repairs for a product under warranty. They write back ignoring my request and simply putting in again for another technician to come out to replace a part that didn’t work after being replaced by the technician. So I’m left to assume they really have no clue what they’re doing— and just throwing darts hoping something will magically change to get the treadmill working— or they sent us an untested and defective product to fix our defective treadmill that’s— after all of this— just barely a year old. I have simply nothing positive to say about the company at this point (minus the poor technician who did his best to fix something he could not fix because the part they sent wasn’t the problem). All in all, I spent almost $2000 for a metal brick that’s sitting collecting dust useless after less than year of service, with no help from customer. If I could do it over again, I’d spend just a little more money for a commercial grade treadmill since the horizon one was neither worth what we paid nor the stress we’re dealing with now trying to have it repaired (all while under warranty). I’d wish this experience on absolutely nobody.
Demanding Customer :)
March 15, 2026
Treadmill was delivered on time and…
Treadmill was delivered on time and assembled successfully. So far so good.
Frankie
March 6, 2026
BUYER BEWARE
BUYER BEWARE - I bought a Horizon treadmill two years ago for approximately $700 and when it broke I was told that the cost for the parts was well over the cost to purchase the original treadmill. I asked if they thought they were selling a good quality machine if the expectation is for it to work for just two years. They thought that quality was just fine.
David Cassidy
March 5, 2026
Horrible technical support/sales…
Horrible technical support/sales customer service. I damaged a part to my treadmill. I sent photos of the damaged part to Horizon and received an email telling me to order a specific part. When it arrived (with a $30 shipping fee), it was the wrong part. After numerous battles, I finally got Horizon to refund $24, 80% of the part's cost. There was no break on the shipping fee. When I tried to order the correct part I was ghosted after working with a phone agent (who barely spoke English) and two other agents via email. I finally bought tools and fixed the damaged part. Buy Horizon Fitness at your own risk.
Elnora Kaplan
February 23, 2026
The delivery resulted in an oil stain…
The delivery resulted in an oil stain on our gym floor that won't come out. Please reach out to resolve this. Thank you.
JP
February 22, 2026
STAY FAR AWAY
I cannot stress this enough: stay far away from this treadmill company.Our treadmill arrived cracked, broken, and clearly previously opened and returned by someone else. The packaging was a mess — screws were loosely floating around inside, completely out of order, and the console wasn’t even in its original box like it should have been. This was not a new product. It was a repackaged return that they tried to pass off as new.And the customer service? An absolute nightmare. Nearly impossible to get anyone on the phone. When we finally managed to reach someone, the “solution” they offered was outrageous.They told us we could:Pay them a 20% fee PLUS $155 in shipping to return the broken treadmill.— How can you charge a customer to return something that arrived damaged and defective? That’s unbelievable.ORWait two months for a replacement part that is on backorder — and the part wouldn’t even fully fix the issue.So let me get this straight: they ship a damaged, previously opened product, and then expect us to pay hundreds of dollars to send it back? Or wait months for a partial fix?This company clearly does not stand behind its products and does not care about its customers. Save yourself the frustration, wasted time, and money.Do not buy from them.
Jared Wallentine
February 18, 2026
I have a horizon Oxford 3 rowing…
I have a horizon Oxford 3 rowing machine that is not quite 3 years old. The metal foot pedestal literally cracked all the way through to make it unusable. I contacted support and they told me it was out of warranty and they would not replace a clearly defective part. I can’t believe that normal wear and tear would result in the steel cracking all the way through. The replacement part was over $100. I would not recommend purchasing their products nor doing business with them.
Ken Bassham
February 16, 2026
Purchased treadmill 11 months ago
Purchased treadmill 11 months ago, still under warranty. Treadmill was great until it stopped working. I have provided full documentation and details to both Horizon and Johnson Tech and can't get anyone to respond or help.
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