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The good, the bad, and the ugly - discover what customers are saying about Horizon Fitness

Welcome to our customer reviews and complaints page for Horizon Fitness. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with Horizon Fitness.

On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used Horizon Fitness's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.

Whether you're considering doing business with Horizon Fitness, or you've already had an experience with them, our community's reviews and complaints will give you a valuable perspective on what to expect. Our goal is to help you make informed decisions about where to invest your time and money, and we hope that our platform will be a valuable resource for you.

Please feel free to browse our reviews and complaints and share your own experience with Horizon Fitness. Your feedback is an important part of our community and will help others make informed decisions.

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11:35 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I ordered a tread from Horizon in Dec 2020. The tread never came so I cancelled it in Jan 2021. The tread was to be financed by the finance company on the Horizon website. In the cancellation email it said they have notified the finance company of the cancellation, which they never did. All this time the finance company has been taking money from my bank...

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2:52 pm EST

Horizon Fitness 7.4at treadmill

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!

Desired outcome: Refund and Return of Machine

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3:03 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Horizon Fitness Treadmill parts

The overlay membrane for the Horizon DT850 treadmill continually fails. I have purchased a total of four over the life of the product and am now left high and dry since Horizon has discontinued the part. My $929.00 treadmill is officially a clothes hanger (as the joke goes). I will never purchase another product from Horizon Fitness and recommend others to beware of their lack of customer support.

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Nena2014
Kirkland, US
Sep 20, 2014 3:42 pm EDT

Have you found a resolution to your treadmill issue. I am facing the same problem right now and Horizon isn't doing anything about it.

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1:58 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Horizon Fitness Elliptical

Purchased a brand new Horizon Elliptical through Dick's Sporting Goods. It arrived in a box with the entire front panel broken into several pieces. The sign on the outside of the box says to call Horizon, not Dick's, if there is a problem. So, I called Horizon. They were closed for the week of Christmas. Then I called back on December 29th, 30th, and 31st. I also sent emails on the 30th and 31st. They only allow you to leave messages and they say they will return your call within 24 hours. They also have a service that allows you to disconnect and they will call you back when your turn in line is up. They don't respond to the phone calls. As for the email, they send you a message just telling you to call them. So, around and around we go... DO NOT BUY ANYTHING FROM HORIZON FITNESS. Apparently I will never receive an elliptical that actually is in one piece unless I buy another one and eat the cost of this one. No ethics with this company!

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Update by Katy
Jan 02, 2009 9:56 am EST

Finally heard from Horizon. Very rude on the phone. Never apologized for my inconvenience. Didn't offer anything other than I could drop it off at a store if I want my money back. The item arrived on a huge truck and they want me to take it to a store? So, the alternative was to wait 2 or 3 weeks and they'd ship the part and have a technician come by to install it. I kept thinking at least the woman would say "we apologize for your inconvenience, " but customer service isn't even in their vocabulary and I never received an apology. Wow! In this economy you'd think they'd be a little more customer friendly.

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Diver
Troy, US
Apr 23, 2009 11:00 am EDT

Well I have one of their treadmills and a relay on the control board broke. I contacted them to get a relay and they refused to sell me the relay. Instead they want me to buy a new control board for $170. They relay is only $1.

Not a customer friendly company

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summer8
De Forest, US
Apr 01, 2009 3:06 pm EDT

Horizon Fitness is a great company and were especially helpful to me when something of mine broke. I suppose they were probably just trying to catch up from the holidays and what not. Very friendly and I couldn’t be happier with the service. Some people think that they are more important than everyone else. Being rude is not a smart way to get service. Being respectful will get you respect. All in all, great company so far. I hope to not have a negative experience.

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