Horizon Fitness (horizonfitness.com) has a 2.4 out of 5 rating on OK.one, based on 68 user reviews collected here. It is listed under Sports and its reputation is poor. 56% of reviews are 1 star, a relatively high share; The business has replied to 69% of negative reviews. Last updated 2026-08-10.
I bought a new horizon treadmill and it is supposed to have a lifetime warranty. It would not work when it was assembled and I can’t even get someone to come fix it, so much for a warranty! I guess I will try to return it since I can’t get the customer service I should have with a brand new treadmill!! This is ridiculous!
Reply from Horizon Fitness2026-08-03
Thank you for taking the time to share your feedback. We're sincerely sorry to hear about your experience. We understand how frustrating it is to purchase a new treadmill that doesn't work from the start and then encounter delays in obtaining service.
This is not the level of quality or support we strive to provide. Your feedback regarding the product, warranty service, and overall customer experience has been shared with the appropriate teams for review as we continue working to improve our service processes.
Thank you for bringing these concerns to our attention.
Best regards,
Horizon Fitness Customer Experience Team
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SD美国 · 2 reviews · Experienced 2026-06-12 ·
★★★★★
Machine delivered with broken parts
I purchased a Horizon Fitness Treadmill. The item was delivered in a broken box with broken parts. I attempted to contact Horizon, but have yet to receive a response, many weeks later.
Reply from Horizon Fitness2026-07-21
Thank you for bringing this to our attention. We sincerely apologize that your treadmill arrived with damaged parts and that you have not received the timely support you expected. We understand how disappointing and frustrating this experience must have been.
Providing responsive customer service and delivering products in excellent condition are priorities for us, and we regret that we fell short in your case. Your feedback has been shared with the appropriate teams so we can review both the delivery issue and the delay in communication to help improve our processes moving forward.
Thank you for taking the time to share your experience.
Best regards,
Horizon Fitness Customer Experience Team
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I. Tan澳大利亚 · 1 review · Experienced 2026-06-11 ·
★★★★★
Damaged goods, poor communication. Don't buy!
1. Delivered a broken treadmill (cracked plastic casing and dented power panel) then dragged out the replacement process for more than 2 weeks and required multiple calls daily just to get confirmation to get a replacement.
2. Promised a replacement delivery and also to remove damaged treadmill at the same time. No warning when replacement delivery arrived despite me asking for at least a days' notice to be around when it was delivered. Delivery men refused to take the damaged treadmill away despite me being told that this was the plan. So now I have two treadmills of which one is a broken treadmill taking up a parking lot in my garage.
3. Repeated promises from service desk to "get back to me after speaking to manager"/"escalation" / "waiting for return label to be printed" but never did call us back despite promising to. Required multiple calls/ day from me and more time wasted just to be given the same excuse over and over. Everything requires "manager's" approval. Call centre drone refuses to escalate to higher ups which makes me wonder if the manager is a fictional character.
5. Currently I have one damaged treadmill still taking up space in my garage and stopping me from parking my car and I just want to throw it out for hard waste since this company does not seem to want it either. Poor communication and lies "about getting back to me". A truly regretful purchase. I wish I never ordered it in the first place. I would the review no stars if I could.
Reply from Horizon Fitness2026-07-13
Thank you for sharing your feedback. We sincerely regret the frustration you've experienced throughout this process. Receiving a product in damaged condition and then encountering delays and inconsistent communication is not the experience we want for our customers.
We understand your concerns regarding the damaged unit remaining at your home and the confusion surrounding its removal. We also recognize the frustration caused by the lack of timely follow-up after commitments were made to provide updates.
Our team is actively reviewing your case to ensure the remaining issues are resolved as quickly as possible, including coordinating the removal of the damaged treadmill. We appreciate your patience while we work to bring this matter to a conclusion and are committed to improving both our communication and the overall customer experience.
Thank you for taking the time to share your experience.
The Horizon Fitness Team
Buyers Remorse:
After buying this treadmill t101.... I am having many issues in less than a year. Automatic start and stops... Dangerous for kids to be around.
Called for support and it is very slow, then a tech finally called and left a message. Called back 2 minutes later and they are unreachable. Still have not been able to reach them, and you can't leave a message.
Honestly If you have children I would advise not purchasing from this company. They are showing that once their payment is received then you are not a preferred customer.
Reply from Horizon Fitness2026-07-01
Thank you for your review, John.
We're sorry to hear about your experience and understand your concerns regarding the behavior of your treadmill and the difficulty you encountered reaching technical support. We recognize how important both product reliability and timely assistance are, especially when safety is a concern.
Your feedback regarding your product experience and our support process has been shared with the appropriate teams as we continue working to improve the customer experience.
Thank you for taking the time to share your concerns.
Best regards,
Horizon Fitness Customer Experience Team
I bought my Horizon Fitness products from their parent company Johnson Fitness.
The Horizon Paragon X Treadmill is an unreliable and poorly manufactured treadmill. The Horizon 7.0IC bike is a poorly made indoor spin bike made of low quality parts.
In general, Horizon gym and cardio equipment is low quality and should be avoided. The customer service provided by Horizon through their parent company Johnson Health Tech Australia is extremely low quality.
Johnson Health Tech Australia, or as it says on their website Johnson Fitness, is unwilling to honour their advertised product standards and inclusions.
The Horizon Paragon X Treadmill has:
1. This machine has multiple defects (listed below);
2. Low quality controls and poor user experience design. It is difficult to do intervals etc with the controls set as they are;
3. The Air system doesn't integrate with anything and is completely unlabelled with no guidance notes so you can't tell what you're supposed to be running on.
Don't get caught up in this marketing gimmick. Buy a different treadmill.
The Paragon X commonly ships with multiple defects, proven by multiple reviews:
1. Electric shocks every time your hand grazes the heart sensors when trying to change speed or incline
2. Unresponsive control buttons which only work if pressed in a very specific location
3. Badly machined parts and no quality control at the factory. One of the holes was machined at a different size in one of the masts and the bolt could not be secured
4. One of the holes for the tablet/phone tray was machined badly and didn't fit
The Horizon 7.0IC Indoor Cycle is also poorly constructed and was not delivered with all parts advertised:
1. The hole on the frame to attach the drink holder was too small for the bolt, showing further bad machining quality
2. The arm crank bolts for the pedals both have purposefully threaded holes so that you cannot replace them with better quality ones
3. Despite being advertised as including 3lb weights the company removed them from the webpage and refused to send them, despite screenshots (attached) showing them
Overall, poor manufacturing, poor aftersales support, and dishonest business practice.
It took 2x months to get a reply from customer support on the product issues. Then they didn't believe the problems existed so sent out a technician to double check. Then they slowly sent out the replacement parts and overall repairs took 4 months.
Horizon Fitness is a company to avoid for people who care about customer service, their own safety, and high quality products.
Reply from Horizon Fitness2026-05-19
Thank you for your feedback, Midia. We’re very sorry to hear about the experience you’ve had with your equipment and the level of support you received.
We understand how frustrating and disappointing it must have been to encounter multiple product issues, delays in communication, and concerns regarding replacement parts and advertised inclusions.
Your comments regarding product quality, assembly concerns, customer service responsiveness, and the overall repair process are taken seriously. This is not the experience we want for our customers, and we appreciate you taking the time to provide such detailed feedback.
We would like the opportunity to review your concerns further and ensure they are properly escalated with our team at Horizon Fitness.
Best,
Team Horizon
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thomas美国 · 2 reviews · Experienced 2026-05-09 ·
★★★★★
This is a follow-up to my April 12th…
This is a follow-up to my April 12th review about Horizon Fitness 7.4 treadmill. The new part arrived a couple week s ago. Technician installed it yesterday and guess what, it still doesn't work. That will be over three months this treadmill has not been usable. I am going to use the lemon law and get a different brand. Very unfortunate.
Reply from Horizon Fitness2026-05-15
Hi Tom,
Thank you for your feedback! We’re glad to hear the ordering process was easy and convenient.
We appreciate you choosing BowFlex and hope you enjoy your purchase!
Best regards,
BowFlex Team
1-Star Review: Incredibly Disappointing Customer Service – Avoid Horizon/BowFlex/Johnson Health Tech Trading Treadmills!
I rarely take the time to write reviews, but my experience with Horizon Treadmill’s customer service (Johnson Health Tech Trading) has been so frustrating and disappointing that I feel compelled to warn others.
From the moment I reported my warranty issue, the entire process has been a nightmare. After submitting my initial claim, I waited and waited—days turned into weeks—just to get a basic response. The communication was painfully slow, and I had to chase their team multiple times just to get any acknowledgment of my request. By the time they finally agreed to address the warranty problem, over three weeks had passed. I was left without a functioning treadmill for all that time, with barely any updates or apologies from Horizon. The excuse I got from the customer service tech was “sorry, I was on vacation…”
When the repair technician finally arrived, I was hopeful the issue would be resolved. Unfortunately, that hope was short-lived. Just two days after the supposed repair and only a 30-minute run, the exact same problem happened again. I immediately contacted customer service, expecting a prompt follow-up since I had just gone through this entire ordeal. Instead, I was met with silence. It has now been another week since I reported the recurring problem, and the issue is still not resolved, I get an email from the same customer service technician that I respond to within 20 minutes tops and I have to wait a day or two for another deflecting response without any action.
This level of customer service is simply unacceptable. The entire process has been marked by endless waiting, lack of communication, and a complete disregard for my time and inconvenience. I purchased a treadmill with the expectation that the company would stand behind their product and warranty—unfortunately, Horizon or whatever they want to call their company has demonstrated the exact opposite.
If you value your time, money, and sanity, I strongly urge you to look elsewhere. My experience with Horizon has been nothing but stress, disappointment, and wasted time. I regret my purchase and would not recommend this brand to anyone.
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Paul Raeside美国 · 1 review · Experienced 2026-03-19 ·
★★★★★
2 Months in Limbo – Absolute Zero Customer Service
I have been without my treadmill for nearly two months because of Horizon’s atrocious parts department. I ordered a replacement belt (Order #NWO01802771) on March 19th with a promised 5–7 day delivery.
Since then, I have been held hostage by their total lack of communication. I sent five follow-up emails over four weeks and was met with total silence. After a month of being ignored, the only "update" I received was an automated survey asking how they did!
Receiving a satisfaction survey while my order is weeks late and my emails are being ignored is an insult. I have now canceled my order and am forced to take action with my credit card company.
Bottom line: If you need replacement parts, look elsewhere. Their customer service is non-existent and they will leave you in limbo indefinitely.
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Laura MacBride美国 · 1 review · Experienced 2026-02-24 ·
★★★★★
Warranty follow through is non existent - don't buy!!
We purchased a Horizon T101 treadmill in May of 2025. (So it's still under warranty). Out of nowhere in February 2026 after using it maybe a dozen times, it stopped working. I immediately reached out to the warranty support folks. After many hoops to prove it was doing what I said it was doing, and sending me the wrong part, the technician arrived for the second time with what we hoped were correct parts. Nope. Still not working. I have been dealing with online email "support" people for over two months and still don't have a resolution. At this point I don't trust the machine as the main computer panels have been replaced, so it's clear it's a wiring issue. I have communicated this and made clear that we don't trust that the machine can be fixed and not break down when it's out of warranty, stop when we're using it, or catch fire from a wiring issue. No one is responding to emails, the people you call say they can't help it has to go the the "equipment team" and they only respond to emails. It has now been almost three months and I still don't have a working machine. Do not buy from this company, Johnson or Bowflex, they all use the same group for warranty repairs.
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Jervy美国 · 2 reviews · Experienced 2026-04-12 ·
★★★★★
I purchased a Horizon T101 Warranty HORRIBLE
I purchased a Horizon T101 back in Sept. 2025. Recently, my machine has stopped working. I contacted the warranty department, this started back in Feb 2026, and I have yet to get my issues resolved. Sure, they gave me a case number; sure, they shipped out parts, but I had to follow up with this company about scheduling the tech. Tech arrived on last Friday, installed new parts, updated the machine, and it still does not work. The warranty department want me to take more photos and videos of issue. The Tech did all of this on Friday during his visit. Why are they not getting this from him. At this point, I want my machine operating correctly. Now, I am being told that I have wait…FOR WHAT!!!! This is ridiculous!!! I am not a tech, nor do I care to take more photos or videos. I want my machine working!! Please resolve my issues ASAP!!!!!
Reply from Horizon Fitness2026-04-13
Hello Jervy,
Thank you for contacting Johnson Health Tech. We appreciate your business, and would love to help.
To best support your help request, I will need to transfer this ticket to the appropriate support team that will be able to assist. Please know that in doing so, your ticket number 2251304 will be changed to a new number once submitted. Please be on the look out for a new email with that new ticket number. In the meantime, we will close this ticket on your behalf. The notified support team will be ready to assist you shortly thereafter. Thank you for your patience and understanding!
Please note, if you sent in any attachments in your original email, please be prepared to resend those to the new email you will receive.
Warm regards.
Ryan
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thomas美国 · 2 reviews · Experienced 2026-03-12 ·
★★★★★
Purchased a Horizon 7.4 treadmill…
Purchased a Horizon 7.4 treadmill December 2024. Arrived, assembled it and it worked fine. Console went out in less than two months. Waited a couple weeks to get it fixed. Six weeks ago the motor quit, received a motor within a couple weeks. It looked used and the plastic parts were broken. Been waiting six weeks to get it fixed. I don't think they will fix it even though it's under warranty. Should not have purchased a horizon, I'm getting rid of it.
Reply from Horizon Fitness2026-04-13
Hello thomas,
Thank you for contacting Johnson Health Tech. We appreciate your business, and would love to help.
To best support your help request, I will need to transfer this ticket to the appropriate support team that will be able to assist. Please know that in doing so, your ticket number 2251052 will be changed to a new number once submitted. Please be on the look out for a new email with that new ticket number. In the meantime, we will close this ticket on your behalf. The notified support team will be ready to assist you shortly thereafter. Thank you for your patience and understanding!
Please note, if you sent in any attachments in your original email, please be prepared to resend those to the new email you will receive.
Warm regards.
Ryan
I purchased a recumbent bike in January of this year and had missing parts. I immediately contacted via email and phone and have yet to receive missing parts. I provided all necessary documentation, above and beyond, of purchase but to no avail. Would not recommend this fitness equipment purchase.
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.
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.
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Gabriel Borelli美国 · 2 reviews · Experienced 2026-02-02 ·
★★★★★
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.
Treadmill was delivered on time and assembled successfully. So far so good.
F
Frankie美国 · 1 review · Experienced 2026-03-06 ·
★★★★★
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.
Reply from Horizon Fitness2026-03-11
I'm so sorry to hear you ran into difficulty! We don't have any kind of timeline for when repairs are needed, so there's no way to tell when something might go wrong. We get warranty repairs on a tiny percentage of our machines, so most of them keep working for a while - Bowflex Team
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David Cassidy美国 · 2 reviews · Experienced 2026-02-25 ·
★★★★★
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.
Reply from Horizon Fitness2026-03-11
I'm so sorry to hear you had difficulty! We are experiencing an exceptionally high ticket volume that was unexpected, so we have fallen behind a bit. I'm sorry that impacted you - Bowflex Team
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JP美国 · 1 review · Experienced 2026-02-17 ·
★★★★★
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.
OR
Wait 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.
Reply from Horizon Fitness2026-02-24
Hi, JP. I'm so sorry to hear you're having difficulty with your order! There's no order information on this, so I can't look up the account to try to find out what happened. I know we don't sell used products. It is extremely rare, but sometimes they do get damaged in shipping and the parts are put back in the box, then the box is taped back up. Unfortunately, I'm not able to see anything about the backordered part without an order number, so I'm not sure what's going on there. You can email [email protected] for any assistance - Bowflex Team
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Jared Wallentine美国 · 1 review · Experienced 2026-01-23 ·
★★★★★
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.
Reply from Horizon Fitness2026-02-24
Hi, Jared. I'm so sorry to hear you had trouble with your rower! We don't offer parts for free outside of the warranty, unfortunately. We can help you troubleshoot, when needed, and we can provide you with a link to purchase the part - Bowflex Team
