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.
Elnora Kaplan
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Horizon Fitness
2.850 reviews
Last reviewed: Feb 23, 2026Do you agree with Horizon Fitness's TrustScore? Voice your opinion today and hear what 4,079 customers have already said.
horizonfitness.comMember since Mar 2026
Horizon Fitness is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 2.8 out of 5 stars. Last reviewed February 23, 2026.
Customer Reviews
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50 reviews
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.
JP
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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 $100. I would not recommend purchasing their products nor doing business with them.
Jared Wallentine
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Purchased treadmill 11 months ago
Purchased treadmill 11 months ago, still under warranty. Treadmill was great until it stopped working. I have provided full documentation and details to both Horizon and Johnson Tech and can't get anyone to respond or help.
Ken Bassham
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Avoid at all costs
Avoid at all costs: A masterclass in incompetence. This has been the most horrendous experience I have ever had with a company. After weeks of chasing a treadmill that never arrived, I was forced to cancel the order due to their total lack of communication. To add insult to injury, they are now attempting to charge me "shipping and restocking fees" for a product I never even received. They are essentially holding my money hostage for their own logistics failure. Save yourself the stress and the money—do not buy from Horizon.
Elana Juhl
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Do not buy any of their products!
Do not buy any of their products!! Had an elliptical workout machine for about 5 years barely used it. After doing a 30 min workout the entire machine collapsed and the metal broke where the pedal was. Almost fell but thankfully nothing happened. This garbage machine should only cost 100$ if it’s gonna break lol. Never buying anything again 0/10 will not recommend to anyone.
Indian hacker
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Called Johnson/Horizon fitness about an…
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.
Raymond Hall
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White Glove Delivery in Name Only – Poor Support and No Resolution
I decided to purchase a Horizon treadmill after reading multiple reviews and recommendations that suggested it was a good option for personal home use at a reasonable price. Based on many articles stating that treadmills are difficult to assemble, I selected the “White Glove” delivery service to ensure proper setup.Three weeks after placing my order, the third-party delivery service finally contacted me to confirm a date and time. I responded promptly and asked if they could come the following day. However, they arrived on the originally scheduled date and did not call ahead as promised.The two individuals who delivered and assembled the treadmill told me upfront that they were not experts and that they mostly handled drop-offs. They assembled the machine, cleaned up, and attempted to leave without testing it. When I asked them to wait while I turned it on, they said they had to go and instructed me to contact support if there were any issues.Within seconds of stepping on the treadmill, the belt shifted sharply to the left and began to flip over. I had to jump off immediately to avoid injury. I contacted customer support right away and was told I would receive an email from the support team within a couple of days.A full week passed without an email or a phone call. When I contacted support again, I was told there was a large backlog and that it could take several more weeks to hear from anyone. I was also told they were unsure what could be done because there were no repair technicians in my area. To make matters worse, I was informed that if I chose to return the treadmill, $420 would be deducted for missing packaging materials, and I would be responsible for boxing and shipping the machine myself.It has now been two weeks since that call, and I still have not received a single email or follow-up phone call, despite verifying my contact information multiple times.On 01/15/26, I received notice that they had ordered the part and to call them when it arrives at our home. I called on 01/22/26 to let them know the part had arrived. On 01/29/26, the repair people called back to say they have me down for a repair, but have no idea when it will take place because they have to coordinate with the technician. I assume I will have to wait another couple of weeks before a repair date is set.The treadmill may be reasonably priced, but the White Glove service was ineffective, the delivery team lacked proper training, and the customer support process has been slow, unclear, and unhelpful. This experience has left me with a defective product, waiting for repair, and no meaningful customer support.
customer
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Don’t bother.
Can’t review the product because I can’t get it delivered. I’ve been trying to get this treadmill delivered since November (it’s January). I’ve taken off work two separate days when they’ve scheduled me, and the first day they told me they didn’t have the staffing to deliver it, unless someone could help and they wouldn’t refund the white glove delivery. So we rescheduled to the next week because I can’t lift that much and paid a lot for the white glove. Next delivery date: no calls. Nothing. I called them 6x with no answer. Fast forward I’ve been calling their customer service and keep getting the runaround. Telling me only the fulfillment department can help me, but they won’t transfer me or give me a number. Cant speak to anyone except reps that say there’s nothing they can do. Can’t even get a refund until they call me but they haven’t after calling customer service twice this week and them telling me they would. Calling the shipping company (third party) is also fruitless because the delivery drivers lied and said I could not get them onto the base (AFTER I TOOK OFF WORK AND WAITED ALL DAY AT HOME) So now at a standstill, almost 2K later and two months later and all I have is frustration.
Tabitha Long
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7.0 AT Treadmill with missing handle
Ordered my wife a 7.0AT treadmill directly from the Horizon website for my her birthday.After paying for the white glove delivery and set up, the technician discovered that two left handed handles were included with the treadmill, and no right handed handle which makes it impossible to adjust the speed of the treadmill.A ticket was immediately submitted to their customer service email however after 24 hours there is still no response and my wife is left to stare at what was supposed to be her birthday gift.Hopefully they respond in a timely manner and ship the new handle so I don’t have to resort to complaints with the BBB, Attorney General and legal counsel like so many other Horizon customers who have suffered from broken or damaged equipment on delivery.
Michael PA AZ
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Do not buy from Horizon
Do not buy from Horizon. We own a Horizon 7.0 AT. Since May 2025, this machine has broken down three times and has been out of commission for 3+ months of the 7 months I’ve owned it. Despite being used less than 30 times, it continues to fail.When you call for warranty support, be prepared for excuses: they told me the issues were my fault because I didn’t have a dedicated circuit installed by an electrician. Save your money and buy from a company that stands behind their build quality instead of making excuses for it.
Jerome and Nicole Miller
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Don't buy from Horizon
I purchased a Horizon 7.0 AT Treadmill in May 2025, and it has been a massive disappointment. In less than seven months of ownership, the machine has required three major repairs and has been unusable for over three months total.What is most frustrating is that this treadmill has been "gently used"—less than 30 times since purchase. While it is covered under warranty, the reliability is unacceptable for a brand-new machine. Furthermore, the warranty team tried to blame the mechanical issues on my home’s electrical setup, claiming I need a "dedicated electrical socket" just for the treadmill. I live in a brand-new home with modern, professionally installed wiring. To suggest that a consumer must hire an electrician to install a separate outlet just to keep their treadmill running is an absurd excuse for a poorly made product.Think twice before choosing Horizon. The machine is unreliable, and the support team looks for any reason to shift the blame to the customer.
Jerome Miller II
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Very cool
Very cool, very nice.
HUSSIEN KAADA
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Horrible experience
Horrible experience, just bought new 7.0 at, work like shit, impossible to have help from their team
Louis-Paul Prud'homme
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Love our treadmill
Love our treadmill. Built sturdy. Run approximately five miles per day. It is quiet and does not require app membership, which is what we were looking for. Would definitely buy another Horizon treadmill.
Scout
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Extremely Disappointing Experience – Offensive Message Inside Packaging
I purchased a Horizon TREAD-XP treadmill (list price €2,999) and was shocked to discover a handwritten “F+++ y++” message inside the product packaging — written directly on the cardboard piece attached to the running deck.For a premium product in this price range, this is absolutely unacceptable and shows a complete failure in quality control and customer respect.In addition to the offensive message, several of the profiles arrived unclean and visibly dirty, as if the unit had not been properly prepared before packaging. On top of that, I experienced multiple software errors right from the start, which further reinforces the impression of poor manufacturing standards.When I contacted Johnson Health Tech North America, I was simply redirected instead of anyone taking responsibility for this serious incident. This gave me the clear impression that customer satisfaction and accountability are not priorities for this company.A global brand should take such cases seriously — unfortunately, my experience suggests the opposite.Based on this incident, the quality issues, and the inadequate response, I cannot recommend Johnson Health Tech.
J R
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No warranty & poor customer service on trademills!
Horrible customer service! When you call them and choose option 5 for Warranty/technical support, you wait 10 mins to speak to an agent in Philippine and then they take your info & transfer you to Warranty/tech support and you have to waste 50 to 70 mins to speak to an unhelpful warranty dept agent. I send the video of the rattling noise on my trademill. They tried to dismiss your concern but agreed to send a part instead of tech agent. After 3 days, part arrives but no technician. They have a horrible company called Go Configure who services Horizon trademills. This company when called refuses to schedule technician visit appointment. Juts says you are in the list as if I have to wait for unknown number of weeks. There is zero support for Horizon trademills. Mine is brand new and one week old and I am supposed to have 3 yrs parts and 1 year labor warranty. The machine I bought is Horizon 7.0AT. when you walk or run on it, you hear rattling noise as if you are walking running on a very weak belt. I later realized and learned from a youtube Trademill reviewer (Horizon 7.0 AT Treadmill Product Review- Big Guy Treadmill Review) that it has a major design flaw where when you incline and run on it, and if you are 200 lbs or more, the speed increases itself and goes out of control which can throw you off the machine and get hurt or killed. Due to poor to no warranty being honored , poor quality Trademill, I don't recommend Horizon Trademills. My previous new Horizon T101-07 machine lasted less than 3 years. Called and paid $160 for technician to come look and the drive belt, and other parts and motor all became junk and it would cost too much to replace the parts so Bought the 7.0 AT but right out of the box, it makes noise and they don't honor warranty and 1 hour wait for useless warranty department.Update:It has been 3 weeks and they still didn't sent technician to repair the problem.
cool warm
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No "White Glove" experience at all
Unfortunately this process was very disappointing. Not only was the there absolutely NO "White Glove" experience but when the order got delivered and damaged by people who had never delivered a treadmill before no one even offered to make it right. They just said they would credit us our money back. Apparently they don't want the sale or to protect their reputation.
Dan - Fort Wayne, IN
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Horrible service
I emailed about our delivery and didn’t get a response. Bike was ordered Nov 5, and received Nov 19. This is too long a wait for a $100 shipping fee. Secondly, when the bike was received, a piece of the plastic piece (head tube insert) was in the box broken from the top of the insert. Called just before 7 pm to learn that no one could help with this issue. I am now waiting for someone to call in the morning. Will anyone read this? Who knows no one responded to my previous emails. Would not recommend anything from this brand.
AM, Ontario
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Excellent product with good support
Excellent product with good support. The actual sub-contractor for the delivery company provided excellent communication as well as professional courtesy and delivery!
David Moorhead
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Cite this page
According to TrustPlane, Horizon Fitness has a 2.8/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/horizonfitness-com