ComplaintsforJohnson Fitness and Wellness

• Initial Complaint

  10/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased the Horizon AT 7.0 treadmill through the Johnson *********************************************** website for $870.51 on 8/6/24. The product was delivered on approximately 8/14/24. We assembled the treadmill and the product did not work. I contacted the Johnson *********************************************** customer support team on 8/16/24 and provided them with the requested information (purchase receipt, serial #, and information on the blinking light indicator). I was told in 8/22/24 that a part was being shipped to me and to contact Above and Beyond Fitness to schedule the repair when the part arrived. Above and Beyond Fitness came to my home on 9/3/24 and stated that a different part was needed and that they had sent the request. I contacted Johnson *********************************************** customer service again on 9/19/24 because I had not received any replacement parts. They stated that the request was in a pending approval state but they would get that sent out asap. I received the new part which was a lower board and scheduled with Above and Beyond Fitness to have the part replaced. They came to my home on 10/3/24 and stated that there should have also been an entire new console shipped with the lower board and just replacing the lower board did not fix the issue. A new console was never provided by Johnson Fitness. I contacted ***** with Johnson Fitness and Wellness on 10/3/24 via phone ************* and requested a refund for the product I had purchased that has never worked since delivery in August. She stated that they would not refund my money. She stated that she was trying to get approval for a new treadmill to be shipped to me but this is not an acceptable resolution to me at this point. I contacted the company within their 14 day return period and notified them that the product was not working. At this point Johnson *********************************************** has delayed this process for an unreasonable amount of time.

  Business response

  10/11/2024

  Thank you for informing us of this complaint. I have reviewed the customers file and compared it to the details provided in the complaint letter.

  
  First, I would like to apologize for the experience as outlined in the complaint letter. Our records indicate that this customer received ************* is our understanding that the necessary parts arrived at the customers home on 10/8, and the technician will be contacting the customer to setup a service appointment.

  
  At this time, no return authorization will be approved.  

  
  On behalf of Johnson, I would like to apologize for any inconvenience this may have caused.

  
  Please let me know if you have any questions.

  
  Best regards,
  Customer Resolution Specialist
  **********************

• Initial Complaint

  09/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a Bowflex max trainer m6 from Johnson on September 3, 2024. Delivery was made a week later in which I only recieved half of the correct equipment that I had purchased for nearly $1,400.After communicating back and forth for 2 weeks now, I keep being assured that they are emailing their supplier to get the other half of the correct m6 max trainer out to me. Im stuck paying $1,400 to this company for equipment that I haven't recieved with no evidence that the correct parts will ship or have shipped yet. Terrible company with terrible customer service. I either want the other half of my equipment, a completely new machine sent out or my money back at this point.

  Business response

  10/04/2024

  Thank you for informing us of this complaint. I have reviewed the customers file and compared it to the details provided in the complaint letter.

  
  Due to the acquisition of the *************** brands, Johnson Health Tech is working diligently to stock all necessary replacement items, as well as solidify other internal and external processes involving the newly acquired brands and equipment. While we understand this customers experience was less than ideal, it is our understanding that the replacement box arrived on 9/29 at the customers home. Through this process, our district Johnson Fitness and Wellness manager was advocating for this customer and following up with the correct teams to remedy the missing pieces.

  
  Our teams are committed to supporting our products and customers. They are available to assist this customer via email or phone should there be any other questions or concerns.

  
  Best regards,
  Customer Resolution Specialist
  **********************

  Customer response

  10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Customer service through the whole experience was non-existent. The same day the original shipment arrived and it wasn't correct, Johnson should've immediately corrected this and re-shipped the correct item instead of keeping me in limbo for two more additional weeks.
  
  Regards,
  
  ***** *******

  Business response

  10/11/2024

  Thank you for informing us of this customers rejection. We apologize for any delays during this process.

  
  Our teams are committed to supporting our products and customers. They are available to assist this customer via email or phone should there be any other questions or concerns.

  
  Best regards,

  
  Customer Resolution Specialist
  **********************

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bowflex M9 Trainer Malfunction:1. Purchased on 3/21/24 & Delivered on 3/28/24 2. Paid $2055.68 3. Product malfunctioned within a couple weeks 4. Called customer service only to get the run around. We were told they were having technical issues so they couldn't look up our order and we needed to call back in a couple weeks which was the end of April. When we did we received an automated message stating the office will be closed due to system maintenance until May. It wasn't until May 16, 2024 that we got a hold of someone in customer service and was able to file a claim. We also found out that ******* filed bankruptcy and a new company took over and was working through the issues. We were then told that we were now unable to return or get a replacement since it was past the 30 days, but they could order a replacement part to fix what they think is the issue.5. Since we've filed the claim in May, no one has followed up with us. I've had to email them every month since May, only to get told that the part will be in the next month and someone will call me.6. I've asked multiple times when will they be replacing the equipment that hasn't worked since I purchased it and all they keep telling me is that they are sorry for my frustrations and that they will call me when the part comes in. Please help. All I wanted was a product that worked. Now I want my money back. Thank you.

  Business response

  10/03/2024

  Thank you for informing us of this complaint. I have reviewed the customers file and compared it to the details provided in the complaint letter.

  
  Due to the acquisition of the *************** brands, Johnson Health Tech is working diligently to stock all necessary parts. After the acquisition of the *************** brands, Johnson Health Tech is manufacturing new stock of many of the parts that were out of stock prior to the bankruptcy and acquisition.

  
  Our records show that this customer has been assisted.

  
  Our teams are committed to supporting our products and customers. They are available to assist this customer via email or phone should there be any other questions or concerns.

  
  Best regards,
  Customer Resolution Specialist
  ********************************************* Tech

  Customer response

  10/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  A replacement part was to be sent. It was delayed until a complaint was submitted to the BBB. A damaged part was received. And now we have two unreliable parts that we will have to pay out of pocket to have disposed. We will never buy a product made or sold by Johnson Fitness and Wellness.
  
  Regards,
  
  ******* *********

  Business response

  10/17/2024

  
  Thank you for informing us of the customers rejection of our initial response.

  
  We are working with this customer to resolve any outstanding troubleshooting or repair, and we find it the best practice for the customer to communicate directly with the agent assigned to their case. This will ensure that all future inquiries are directed at the correct contact. Should this customer have any further concerns, the easiest way to get in touch with the agent assigned to their case is to reply to any of the tickets that have come into their email inbox.

  
  On behalf of Johnson and Bowflex, I would like to apologize for any inconvenience this may have caused.

  
  Please let me know if you have any questions.

  
  Best regards,
  Customer Resolution Specialist
  ********************************************* Tech

  Customer response

  10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Though I accept the apology, I cannot accept the response as the issue has not been resolved. The part has been delivered but the installation has been delayed due to no technicians being available. I have been placed on a waitlist. So I will not be satisfied until I have a working product, which mind you was not cheap, or yall can come and get it, and provide me a refund that I originally asked for but was advised the replacement was going to be a quick fix. Therefore I am rejecting the response.
  
  Regards,
  
  ******* *********

• Initial Complaint

  09/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Impossible to get this company's broken treadmill fixed. I understand it's out of their warranty period and I will have to pay for it but they will not come out to fix it.

  Business response

  09/12/2024

  Thank you for informing us of this complaint. I have reviewed the customers file and compared it to the details provided in the complaint letter.

  
  First, I would like to apologize for the experience as outlined in the complaint letter. Our records indicate this customer purchased a Matrix TF50 on January 24th, 2022, which included a 2-year labor warranty, a 7-year parts warranty, and lifetime warranties on the motor and frame.

  
  Our records further indicate that we first had contact with this customer on February 9th, 2022, when the customer had concerns regarding the apps for their console. A couple of emails were exchanged between the customer and the agent assigned; although ultimately the customer did not respond to the agents request for more information regarding the current software version.

  
  Our next contact from this customer was on April 12th, ************** the belt being off-centered and a thumping noise coming from the deck. Our records show that a technician was dispatched, as covered under the manufacturers warranty, and the unit was adjusted. In June and July of 2022,the customer contacted our Customer Technical Support team, both times with the same issue regarding the belt being off center. In response, our Customer Technical Support team issued in-warranty parts and service. It is our understanding that this treadmill was repaired on August 1st, 2022.

  
  In 2023, our only contact with this customer was an email regarding an app defect, which was later resolved without a visit or further troubleshooting.

  
  On July 17th, 2024, our Customer Technical Support team received an email stating, "treadmill is working via touch screen buttons but the up/down incline and speed buttons on the treadmill itself are not. Neither is the stop button. It appears all of the wires are connected." In response,on July 23rd, 2024, 5 parts were sent directly to the customer.Additionally, contrary to the customers warranty status (labor warranty expired as of 1/24/24) and company policy, a technician was dispatched to complete the necessary repairs as a one-time goodwill gesture. Unfortunately, the technician required further parts, which Johnson Health Tech sent and were delivered on August 5th, 2024. Due to this customer being out of warranty, the customer would be required to hire a 3rd party technician to make the necessary repairs. This process was explained to the customer in the attached email.

  
  ********************** is unable to offer any further labor service on this treadmill. The customer can contact the 3rd party technicians listed in the email she received on July 23rd for any necessary repairs. Should this customer require further troubleshooting or parts, we would be glad to assist.

  
  On behalf of Johnson, I would like to apologize for any inconvenience this may have caused.

  
  Please let me know if you have any questions.

  
  Best regards,
  Customer Resolution Specialist
  ********************************************* Tech

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  When I reached out to the local company they told me they needed a work order from Johnson to come out. The last 2 times I asked Johnson for this they would not give it. Please have someone come out to fix this decrepit treadmill that is under 3 years old and the buttons magically stop working. 
  
  Regards,
  
  *************************

  Business response

  09/13/2024

  Thank you for informing us of this rejection.

  
  As previously stated, Johnson is unable to offer any further labor service on this treadmill. The customer can contact/hire the 3rd party technicians listed in the email she received on July 23rd for any necessary repairs. Should this customer require further troubleshooting or parts, we would be glad to assist.

  
  On behalf of Johnson, I would like to apologize for any inconvenience this may have caused.

  
  Please let me know if you have any questions.

  
  Best regards,
  Customer Resolution Specialist
  ********************************************* Tech

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having issues relating to a Bowflex treadmill I purchased in 2020. In late May 2024, the belt of this treadmill stopped working. I called the 800# for warranty info I was provided, and have since been receiving at the very least horrible customer service, albeit more like, very concerning and questionable resolution handling. I have a very detailed timeline of my experience with Johnson Health Tech Retail, **** that I can supply, as there is not enough allowable space in this form. By my understanding, ******* filed for bankruptcy this year, and *** has inherited responsibility for warranty claims from Bowflex. I have major concerns with regard to how they are handling, or not handling, my concerns. As it stands, I am waiting for a part, or parts, to get my treadmill operational; however the way they conduct business is very concerning, and comes across as if they are trying to get out of making good on a warranty that they should be responsible for honoring. They have very rudely and boldly told me numerous times that the bankruptcy filing has caused production delays, that the parts are not available anywhere, that there is nothing they can do for me, and I need to just be patient and wait for parts to become available, with no estimate of when that will be, or confirmation that their suppliers are even in the process of making them. I have also received very conflicting and sketchy responses from JHT. After telling me that labor is no longer under warranty, and giving me a service manual and troubleshooting steps to complete that would prove the issue with this treadmill is the motor, which is still under warranty, I get different answers from everyone I speak to, all of which suggest they are attempting to evade honoring the warranty, hoping the warranty period will expire while I wait. I have now tried numerous times to get updates from them, including filing an internal complaint with them, and have stopped receiving any response from them.

  Business response

  07/10/2024

  Thank you for informing us of this complaint.

  
  We understand the frustration of the Bowflex bankruptcy process and subsequent high call and email volumes in our Bowflex ******************************* as well as the transition of our processes, and manufacturing, causing undue delays in this customers request.

  
  Our records indicate that the customer has been assisted. Should this customer have any questions or concerns related to the service on their equipment, our teams would be glad to assist.

  
  Although Johnson Health Tech is honoring warranty parts for this request as a goodwill gesture, the contract and warranty limits that were expressed by Bowflex/Schwinn prior to April 23rd, 2024 are not valid post-acquisition.

  
  On behalf of Johnson and Bowflex, I would like to apologize for any inconvenience this may have caused.

  
  Best regards,
  Customer Resolution Specialist
  ********************************************* Tech

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am responding to this as NOT satisfied with their efforts for a combination of three reasons. 
  
  
  1) in response to their comment Our records indicate that the customer has been assisted. Should this customer have any questions or concerns related to the service on their equipment, our teams would be glad to assist. is a bit of a stretch. I would like it known and on record that while yes, they have contacted me finally, they did not do so until AFTER they received this BBB complaint. When they did reach out, they ironically were able to produce a replacement motor control board that I have received. 
  2) In response to their comment Johnson Health Tech is honoring warranty parts for this request as a goodwill gesture, the contract and warranty limits that were expressed by *******/Schwinn prior to April 23rd, 2024 are not valid post-acquisition. is one, the exact opposite of what they have told me numerous times. In fact, they have told me that *** INHERITED this warranty responsibility from *******. Even if this new claim is true, I find it atrocious that ANY company would not honor a warranty for a product theyve acquired responsibility for. By this logic, someone who purchased a Bowflex treadmill in March 2024 that breaks down three months later is SOL. 
  3) The third, and main, reason I am rejecting their response is because, in their communication to me after they received this complaint, they promised both a replacement motor control board AND motor. I have in fact received the motor control board, however, in JHTs last email to me, they stated, Our warranty team has successfully placed the order for the motor. You will receive shipping information once the motor leaves our warehouse. This was on July 11th, and to date, I have not received this motor. I held off as long as I could responding to this, to give them a chance to make good on their word, but it seems now that that think this complaint was resolved, they have reverted back to not responding, as I have requested an update and shipping info from them, with no luck. I would like to keep this complaint open until they hold true to their word. 
  
  Regards,
  
  *******************

  Business response

  07/24/2024

  Thank you for informing us of the customers rejection of our initial response.

  
  We understand the frustration of the bankruptcy process and have worked to gather a few more details regarding this customers complaint.

  
  To address the concerns of this customer:
  

  ***** teams have a backlog of customer contacts which they are working their way through as quickly as possible. Because of the transition process, many customers are experiencing longer than average wait times for their inquiries. Once the complaint was filed, we were able to escalate this customers tickets to expedite a response.
  

  2-We apologize for any misinformation this customer received regarding the warranty process during this transition period.
  

  3-As of July 9th, 2024, the customer was advised that the motor was not going to be available until after August, when the parts department would have a better understanding of the estimated arrival of these parts to our warehouse. I am attaching a photo of the email which informed the customer of this.

  
  On behalf of ********************** and Bowflex, I would like to apologize for any inconvenience this may have caused.

  
  Best regards,

  
  Customer Resolution Specialist
  ********************************************* Tech

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a Bowflex Revolution home gym on 12/24/23 and received it on 1/2/24. Boxes were somewhat damaged, but assembly went well and machine seemed to function properly. Shortly thereafter, rollers on the seat broke, which ******* stated was very unusual, and they sent a replacement seat. A short time after receiving and installing the replacement seat, it broke again, and one of the weight bearing arms moved under strain when it shouldn't have. Bowflex, again, sent a replacement seat but the replacement arm was unavailable. Once the seat was again received and installed, we used the machine very carefully (because the random movement of the arm is a huge personal safety issue) and again, within a week, the seat broke. ******* finally appeared to take the safety issue somewhat seriously, this time dispatching a field technician to install the replacement seat and inspect the gym. After waiting 3 weeks for the technician, he stated that the device was a "lemon" and should be replaced. He identified that, visibly, the rail upon which the seat moves was defective, but believed that the arm movement was unsafe and supported replacing the gym. ******* sent a seat rail and the wrong arm with a second technician a month later. He installed the replacement rail, the new seat, but not the arm (because it was the incorrect one). He also opined that the gym should be replaced and that it was unsafe to use because of the random movement of the arm. I tried to approach Bowflex again, but its phone lines were down. We have been unable to utilize the gym for more time since we owned it that it was able to be used (since 3/26). Johnson Fitness now states that it will replace it, but we have to wait for the "process to be established." We have no confidence that a replacement Revo would be safe to use. If refund is not allowable, we would let them pick up the gym and accept "store credit" at the local Johnson Fitness store in order to purchase a safe and suitable replacement.

  Business response

  07/10/2024

  
  Thank you for informing us of this complaint.

  
  We understand the frustration of the Bowflex bankruptcy process and subsequent high call and email volumes in our Bowflex ******************************* as well as the transition of our processes, causing undue delays in this customers request.

  
  Our records indicate that the customer has been assisted. Should this customer have any questions or concerns related to the service on their equipment, our teams would be glad to assist.

  
  On behalf of Johnson and Bowflex, I would like to apologize for any inconvenience this may have caused.

  
  Best regards,
  Customer Resolution Specialist
  ********************************************* Tech

  Customer response

  07/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes, I agree that I was contacted.  I was told 10 days ago that a replacement Revo would be given, vice a refund or store credit.  I was told that it was the only option available to me, and that - essentially - I could take it or leave it.  As it was the only option that I was given, I had little choice but to reluctantly agree.  I was told that all of the details would be sent to me within 5 days.  I have yet to receive any details.

  Again, my preference would be for a refund.  I have no confidence that a replacement Revo would be either reliable or, ultimately, safe to use.  Again, the original Revo minimally worked from early January to early March (minus 3 weeks for the seat replacements) and has been unusable since.  If you look at the original terms of the Bowflex return period, we were within that 75 days, if one were to reasonably either remove the time spent waiting for seat replacements or restart the clock when each replacement seat was received.  For this reason, I do not believe that asking for a refund is untoward.

  While the service rep on the phone has her limitations as to what she can approve, and when the timing of her call suspiciously follows my BBB complaint (but neither acknowledges nor deals with the terms of the complaint), I feel as if I'm being unnecessarily "backed into a corner" and being forced to accept a solution that I do not believe acceptable.

  I believe, though its absolutely not my preference, that store credit at the local (*******) Johnson Fitness store is the most that I can compromise.

  
  Regards,
  
  ***********************

  Business response

  07/18/2024

  Thank you for bringing this matter to our attention.

  
  At Johnson Health Tech, we are dedicated to providing exceptional support to our customers and ensuring the quality of our products. We acknowledge that the recent experience described has not met our usual standards, and we appreciate the opportunity to address this feedback.

  
  Due to the acquisition process, we regret to inform you that refunds are not available. As noted in the customer's complaint, a replacement unit was offered as a goodwill gesture.

  
  While Johnson Health Tech continues to honor many warranty coverages as goodwill gestures, we want to clarify that we did not legally assume all liabilities for products purchased prior to April 23, 2024. Warranty coverage for such products may be considered on a case-by-case basis.

  
  According to our records, the replacement unit has already been dispatched,and the customer should expect an automatic shipping confirmation email within the next ***** hours.

  
  Should there be any further inquiries or concerns, our Customer Experience team stands ready to assist directly.

  
  We apologize for any inconvenience caused and appreciate your understanding in this matter.

  
  Best regards,
  Customer Resolution Specialist
  ********************************************* Tech

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a gym system on April 9, 2024 in ************, ********. The young man was very nice and helpful. The *** was supposed to have been 3-4 weeks. Today is May 14, 2024. I have called several times. My husband went back to the store. He didn't get any helpful information. I called the corporate office twice and left messages. I have not received any response from them. I want what I paid for! They could at least update me. The young man that initially sold the gym has tried to be helpful, but he has no control over this issue. I've lost my patience, and I'm starting to question if I'm being scammed.

  Business response

  05/17/2024

  Thank you for informing us of this complaint. I have reviewed the customers file and compared it to the details provided in the complaint letter.

  First, I would like to apologize for the experience as outlined in the complaint letter. Secondly, we are glad to report that this customer has been contacted by the district manager. It is our understanding that this complaint is resolved. Should the customer have any further questions or concerns, wed be happy to help.

  On behalf of Johnson, I would like to apologize for any inconvenience this may have caused.

  Please let me know if you have any questions.

  Best regards,
  Customer Resolution Specialist
  ********************************************* Tech

  Customer response

  05/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After getting cancer Nov 2020-I would need to walk and jog inside- so I called Johnson Fitness --Dec 4th, 2020, I did purchase a Horizon treadmill (horizonfitness.com). It was never used often And when the weather was nice, I was outside not using the treadmill. I used a surge protector as discussed at the store along with recommending turning off and unplugging which was done routinely, because there was only a 1 yr warranty on electronics. I also kept up maintenance. Again, it was not used much. I still have issues after my Post Cancer Cares, and when the weather started changing Nov 2023, I started to use the treadmill on bad weather days until one day the display screen wouldnt work. I diligently went through all the trouble shooting stuff- nothing worked. I had some memory issues regarding the purchase which happens with Chemo- so I called Johnson Fitness for help. They had no record of the purchase which surprised me (Eventually looking back at all my **** receipts found the date-but still surprised I was not in the store file purchased < 3 years). I sought warranty help and had multiple emails from Johnsons that would keep asking why I was not responding to their emails- but I never got the emails to respond to they mentioned. I have record of this. So, I went straight to Horizon. Horizon sent a service person which I had to pay a fee. He said it was the board and thought he could help and would get back to me and should not be overwhelmingly expensive. He never got back to me. I tried calling him after several weeks and nothing. I thought maybe something tragic happened to him. I contacted Horizon again to see what was up. They wanted to send another service person. Multiple emails were sent to keep saying this already happened; I asked wheres the report of service I already paid for, and whats the cost of repair? They finally gave me the cost: I paid $839 for the treadmill, and they want $1306 to replace the board and the motor!

  Business response

  04/24/2024

  Thank you for informing us of this complaint. I have reviewed the customers file and compared it to the details provided in the complaint letter.
  First, I would like to apologize for the experience as outlined in the complaint letter.

  
  Our records indicate there was a short interaction with two of our internal Johnson Headquarters teams. The first interaction was with the warranty department on January 2nd, 2024. The customer emailed our warranty team, in which our team responded on January 3rd, 2024. The warranty team had requested the information in the attached document.

  
  Our second interaction was on January 23rd, 2024 when the customer reached out to the out-of-warranty team. The team referred the customer to GoConfigure, a 3rd party technician service. Once we placed the customer in touch with the 3rd party tech, we do not have any further record of contact from this customer. Unfortunately, we do not have access to the ******************* records.

  
  Additionally, as outlined in the Owners Manual for the Horizon T202 Treadmill, The plug must be plugged into an appropriate outlet that is properly installed and grounded in accordance with local codes and ordinances.Please see the attached excerpt from page 6. Extension cords and surge protectors are not recommended.

  
  If this customer would like to receive a motor as covered by the manufacturer lifetime warranty, please contact Customer Tech Support at ******************** during the hours of 8 am - 5 pm CST Monday through Friday, and one of our representatives would be happy to assist you.
  On behalf of Johnson, I would like to apologize for any inconvenience this may have caused.

  
  Please let me know if you have any questions.

  
  Best regards,

  
  Customer Resolution Specialist
  ********************************************* Tech

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear Johnson Health
  This is not a true rejection. I just want to clarify a couple things and then hope to have the repairs set up for replacing the board (Previous Horizon email: Repair Details: Order #: CHZGeertsen3668TBPO - motor control board order shipped and installed the total is $746.32. ) along with having the motor covered under the 3-year warranty (As I was informed, they always replace the motor when they replace the board). 
  The records of contact emails are Jan.  The treadmill stopped working Nov 2023 which is within the 3 yr warranty for the motor. I did call Johnson Fitness after the board didnt work to find my purchase date to verify timing for warranty (I struggled to locate my own receipt), but they could not find my sale for some reason.  I tried all the trouble shoots a few times. Then dealt with Holidays, new work issues and family health and my own health issues creating difficulties getting back to communicating with Johnson Fitness or Horizon earlier on. 
  When I did email, I would get this: We are just wondering if you've had the chance to review the latest update from ******, the customer support agent assigned to your request? which I repeated I could not find and didnt know who ****** was- never did figure that one out.  So, the BBB response shows a message from ******************* 3, but I do not have this in my emails, I dont know why.  But that is part of the problem I had, and likely no ones fault it appears.
  If I can have the board repairs done for the estimate and the recommended motor replacement covered by warranty this would satisfy my complaint.
  Id like to remind I rarely used the treadmill as I am outside especially with the winter weather being nice the last few years.  I run only 15 minutes when I did use the machine, so the wear is so minute.  And it was on a basement circuit of outlets that had no other lamps or anything running when I used the machine.
  When I purchased the device, I was informed the warranty for the electric was 1 yr, so I mentioned I had a circuit protector and was not told this is a detriment. I suggest really laying this out for others - the warnings are not pronounced.  Specifically say do not use a circuit protector.
  Thank you for replying and hope we can get the repairs and the machine back up and working as I am still struggling to return to my previous activity levels I was at before my cancer.
  Regards,
  *************************

  Business response

  04/29/2024

  Thank you for informing us of the rejection. To order the motor the customer can contact Customer Tech Support at ******************** during the hours of 8 am - 5 pm CST Monday through Friday, and one of our representatives would be glad to assist. Please note that proper Proof of Purchase (receipt or credit card record) will be required for any warranty parts. The customer can also reply to the emails as referenced that state We are just wondering if you've had the chance to review the latest update from ******. and the response will reach our Customer Technical Support team.

  Any out-of-warranty parts will need to be purchased either through ****************************************************, or through the service provider. Horizon and Johnson do not have records of any quote; nor do we directly provide out-of-warranty service. Furthermore, the quote ID appears to be that of GoConfigure - if so, please reach out to this 3rd party vendor if you would like to move forward with their quote.
  GoConfigure can be reached at:
  Email: ***********************************
  Phone: *************

  On behalf of Johnson, I would like to apologize for any inconvenience this may have caused.

  Kind regards,

  Customer Resolution Specialist

  Johnson Health Tech NA
  

  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am now on my second treadmill from this company. Just last week I had to have them send someone out to fix the machine from making all kinds of noises. This evening I went to get on the machine and the program that I implicitly purchased this machine for IFit was not working. Everytime I tried to log in it gave me an oops message. Mind you it has never worked correctly from day one. I have to use a guest account and re-login each time I want to use the machine. I waisted an entire evening trying to trouble shoot the machine. I regret the day I ever purchased this thing. Its been nothing but heartache. In a perfect world they would take this machine back and refund me so I can look elsewhere. I have spent more time writing emails and calling to trouble shoot or schedule repairs than I have spent time on the machine I run 5-7 Days a week! What does that tell you? Something has got to be done. I cant continue to deal with this anymore its not good for my health. Picture attached below NO its not the wrong password.

  Business response

  03/27/2024

  Thank you for informing us of this complaint. I have reviewed the customers file and compared it to the details provided in the complaint letter.

  
  First, I would like to apologize for the experience as outlined in the complaint letter. Our records indicate that this customer received a replacement treadmill on August 8th, 2023. Unfortunately, iFit is a 3rd party application and Johnson Health Tech North America cannot resolve the internal application features. We have made iFit aware of the issue and hope it is resolved soon.

  
  On behalf of Johnson, I would like to apologize for any inconvenience this may have caused.

  
  Please let me know if you have any questions.

  
  Best regards,
  Customer Resolution Specialist
  ********************************************* Tech

  Customer response

  03/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  The sent out a replacement unit for the treadmill not to console. Still have the original console. Their response that its a 3rd party application is not valid. Thats like buying a car and the navigation uses ****** and it stops working and the car manufacturer saying not our problem. They chose to have an agreement to have ***** program on their machines they need to stand behind it. The software has not worked correctly since day one. I have had to use a guest account and login every single time. I purchased this machine solely on the fact that it has this software. 
  Regards,
  
  *************************

  Business response

  04/10/2024

  Thank you for informing us of this rejection. I have reviewed the customers file and compared it to the details provided in the rejection letter.

  As previously stated, our records indicate that this customer received a replacement treadmill on August 8th, 2023. Unfortunately, iFit is a 3rd party application and Johnson Health Tech North America cannot resolve the internal application features. We have made iFit aware of the issue and hope it is resolved soon.

  Additionally, as referenced in the Owners Manual for the Matrix T75 Treadmill, on page 8 (photo attached), apps and entertainment features are subject to change. This Owner's Manual is included in each box, and is available online. Because iFit is a 3rd party application, there is no guarantee that it will continue to exist or be offered on this model, or any others.
  
  The customer stated that this is like buying a car that offers ******* then not being able to use ****** for the entirety of the cars life - We agree, it is the same. The car manufacturer would have no control over ****** continuing to exist, nor have an active contract with the car manufacturer. This is industry standard, not only for the fitness industry, but all other industries in which 3rd party services/apps are available, but then discontinued. Johnson Health Tech cannot guarantee that ******* iFit, Netflix,or any other app will continue to hold contracts with our company, nor any other company.

  Ultimately, as mentioned previously, we have notified iFit of the of the issue and they are working on a resolution. Any further concerns regarding the iFit application should be directed directly to their headquarters at **************.

  On behalf of Johnson, I would like to apologize for any inconvenience this may have caused.

  Please let me know if you have any questions.

  Best regards,
  Customer Resolution Specialist
  ********************************************* Tech

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a treadmill in 2020 with a five year extended warranty. I contacted Johnson Fitness/Safeway Solutions (warranty plan) on 6/29/23 that my treadmill stopped working. There have been several emails, parts ordered, and two unsuccessful visits from repair men. The last email communication I have received was 1/18/24.

  Business response

  03/01/2024

  Regarding the above-referenced complaint, Johnson Health Tech North ******** **** has compared our records with the statement made by the customer.

  Our files indicate that the customer purchased the Horizon ***** treadmill on 07/31/2020 with a manufacturers 1-year labor warranty, a 3-year parts warranty, and a lifetime motor and frame warranty.The manufacturer warranty terms are listed in the attached, 7.0AT Owners Guide. The customer additionally purchased a 3rd party Warranty Boost, provided by ********.
  
  The initial contact from the customer for in-warranty service was in June of 2021, when our warranty team assisted the customer with a technician visit for unresponsive console. In accordance with the parts and labor warranty, Johnson Health Tech North ******** *** issued a dispatch to a local repair technician. We do have records of this call, as well as the notes provided by the technician. The technician visited the customers home and noted, Replaced console control board and checked operation OK.
  
  The next contact we have from this customer is from May of 2022, stating that a 3rd party technician had been dispatched, then diagnosed the unit as needing a motor and possible speed sensor.Parts and a dispatch were issued, as covered by the manufacturers warranty. The notes from the technician state, Replaced drive motor / speed sensor (vacuumed all dog hair under hood) then tested all functions. It was also communicated to our team that the treadmill had a lack of lubrication, the treadmill broke due to the among of dirt and hair in the unit and no lubrication done.

  The technician also supplied photos of the unit, which I am attaching for your review.
  
  Per the Maintenance Schedule,weekly maintenance, including vacuuming dust is extremely important to the function of the treadmill. Additionally, monthly cleaning is outlined. Please note the Maintenance Schedule located in the Treadmill Guide, which I have attached,pages 11-12.
  
  Per the Manufacturer Warranty, both expressed online at horizonfitness.com, as well as included in each package with the 7.0AT Treadmill, improper maintenance is not covered by Johnson Health Tech or Horizon Fitness. This is referenced on page 32 of the attached 7.0AT Owners Guide.

  This customer's manufacturer warranty expired on 8/10/2023, therefore no further parts or service will be issued through the warranty department.
  
  Regarding the ******** Warranty Boost All claims made through ******** are at their discretion and Johnson Health Tech North ******** *** cannot comment on the remaining coverage on their plan, as we are unable to reference any internal record that ******** has on-file for this customer.
  
  Ultimately, any claims made through ******** will need to be addressed with them directly.

  Please let us know if you have any further questions or concerns.
  
  Best regards,
  
  Customer Resolution Specialist
  ********************************************* Tech
  
  
  Attached:
  7.0AT Owners Manual
  ******** Coverage
  Photos from Technician

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩