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.
What people say
K
Ken Bassham美国 · 2 reviews · Experienced 2026-02-02 ·
★★★★★
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.
Reply from Horizon Fitness2026-02-18
Hi, Ken. I'm so sorry you're having difficulty reaching our Equipment Support team. They've had an exceptionally high ticket volume over the last two months. They are working diligently to get caught up. I do see that they should be responding very soon. - Bowflex Team
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.
Reply from Horizon Fitness2026-02-18
I'm so sorry to hear you ran into difficulty with your delivery! It looks like they attempted to contact you on 1/22 to schedule a delivery but were unsuccessful. The package then went on a weather delay hold on 1/26. The weather delays are not always caused by the weather in your specific area but are usually tied to something on the route that they have to take to get to your area. - Bowflex Team
I
Indian hacker美国 · 102 reviews · Experienced 2026-02-09 ·
★★★★★
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.
Reply from Horizon Fitness2026-02-18
I'm so sorry to hear you had difficulty with your machine! When something is not used for a long period of time, that alone can cause its own problems. I don't know what happened with yours in particular, but you can reach out to our equipment support team at [email protected] or you can find troubleshooting and parts on the website for the product that you have. Parts and troubleshooting are usually in the menu at the bottom of the web page. - Bowflex Team
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Raymond Hall美国 · 1 review · Experienced 2026-01-22 ·
★★★★★
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.
Reply from Horizon Fitness2026-02-18
I'm so sorry to hear that you've had difficulty getting assistance! Our warranty team is experiencing a very high volume of tickets right now, so they are behind but working diligently to get caught up. Our warranty team spends all of their time diagnosing equipment via email, so they have extensive experience in doing that. If the machine is under warranty, the cost of any parts would be covered. I highly recommend responding to any open ticket you have from the warranty team. If you no longer have an email with the ticket info, please email [email protected] - Bowflex Team
c
customer美国 · 2 reviews · Experienced 2026-01-15 ·
★★★★★
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.
Reply from Horizon Fitness2026-02-02
Hi there,
I see that there was a response to my prior response. I still don't have an order number or anything that would help me locate your account, so I don't have a way of contacting the repair company. In the US, we use AIT. They can be reached at 888-888-5424.
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.
M
Michael PA AZ美国 · 1 review · Experienced 2025-12-20 ·
★★★★★
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.
J
Jerome Miller II美国 · 1 review · Experienced 2025-11-25 ·
★★★★★
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.
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.
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.
Reply from Horizon Fitness2025-12-01
Hi Scout,
We’re glad to hear you’re enjoying your treadmill and that it’s been a great fit for your daily runs. Thank you for sharing your experience and for choosing Horizon!
– The BowFlex Team.
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.
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.
Reply from Horizon Fitness2025-12-04
Thank you for taking the time to share your experience with us. We truly regret to hear about the frustration and inconvenience you’ve encountered. Your feedback is very important to us, and we understand how disappointing this situation must be, especially after investing in a new treadmill.
Please know that we take concerns like yours seriously. While we strive to provide timely and effective support, we acknowledge that your experience did not meet those expectations. We sincerely apologize for the delays and the challenges you faced with both our warranty process and the third-party service provider.
We want to assure you that your comments regarding the product and service experience have been escalated to the appropriate teams for review. Our goal is to improve and prevent situations like this from happening in the future.
If you are still experiencing issues with your Horizon 7.0 AT treadmill, please reply to this message so we can explore alternative solutions to assist you. Your safety and satisfaction are our top priorities.
Thank you again for bringing this to our attention. We appreciate your patience and the opportunity to make things right.
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.
Reply from Horizon Fitness2025-11-20
Hello ,
We’re very sorry to hear about the lack of response to your emails and the delay you experienced with delivery — that’s not the level of service we want for our customers. Waiting nearly two weeks after paying a shipping fee, only to find a damaged part and then be unable to reach support for help, is understandably frustrating.
The broken head tube insert should have been addressed quickly, and you should have received timely communication throughout the process. Your feedback makes it clear we fell short here, and we appreciate you taking the time to share it.
We’re committed to improving both our responsiveness and our support experience so situations like this don’t happen again.
– The BowFlex Team.
D
Dan - Fort Wayne, IN美国 · 1 review · Verified · Experienced 2025-11-20 ·
★★★★★
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.
Reply from Horizon Fitness2025-11-24
Hi Dan,
Thank you for sharing your experience with us. We’re very sorry to hear that your delivery did not reflect the “white glove” level of service you expected. A damaged unit and an unsatisfactory delivery experience are not the standards we want for our customers, and we understand how disappointing this was.
We appreciate you bringing this to our attention, and we’re reviewing this internally with our delivery partners to help prevent situations like this moving forward. If there’s anything more we can assist with, we’re here to help.
– The BowFlex Team.
Excellent product with good support. The actual sub-contractor for the delivery company provided excellent communication as well as professional courtesy and delivery!
Reply from Horizon Fitness2025-11-14
Hi David,
Thank you for the wonderful feedback! We’re glad to hear you’re enjoying your Horizon product and that both our support team and the delivery contractor provided clear communication and professional service. We truly appreciate you taking the time to share your experience.
– The BowFlex Team.
easy to use website, prompt delivery by good company; no problems noted with treadmill use yet
Reply from Horizon Fitness2025-11-14
Hi Judy,
We’re thrilled to hear that the website was easy to use and that your treadmill arrived promptly. It’s great to know everything is running smoothly so far! If you ever need support down the road, we’re always here to help.
– The BowFlex Team.
The resistance stopped working after the 2nd use and we have contacted customer service and received a confirmation of receipt of our message, but it's been over a week and have not received any help to try to resolve the situation.
UPDATE Nov. 27 - I was finally contacted by support and the shipped me new parts and sent a technician to fix it free of charge.
Reply from Horizon Fitness2025-11-12
Hi Stephanie,
We're sorry to hear about the resistance issue you’re experiencing so early on — that’s definitely not the experience we want for you. Thank you for letting us know about the delay as well. Our team should be responding much more promptly when a product isn’t functioning correctly.
— The BowFlex Team.
Shipping was decent as expected for the weight and size. My only issue was with the actual company that delivered it.
So far after 5 months I've had only 1 issue which I think I caused myself. I tried changing the incline but hit differnt heights to fast and must have caused a issue with the belt speed and shut down. I googled the code and then unpluged and plugged back in and all was good.
I don't use this treadmill for running. Just strictly walking.
Reply from Horizon Fitness2025-11-12
Hi Vrad,
We're glad to hear your treadmill has been working well overall and that you were able to resolve the incline issue quickly. Thanks also for sharing your experience with the delivery carrier — your feedback helps us improve. We appreciate you choosing Horizon and hope the treadmill continues to support your walking routine for a long time.
– The BowFlex Team.
