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I cannot say enough good things about Johnson Health Tech and the way they handled a problem with my Horizon treadmill.

My treadmill was already out of warranty when a difficult and frustrating problem I had experienced with it before reoccurred. Johnson Health could very easily have told me that the warranty had expired and that there was nothing more they could do. Instead, they listened to my concerns, worked with me to try to determine what was wrong, and continued trying to find a satisfactory solution.

In the end, Johnson Health went far beyond anything I could reasonably have expected. They offered to replace my old Horizon T101 with a brand-new Bowflex T6 treadmill at absolutely no cost to me, including a six-month warranty on the replacement.

That is extraordinary customer service.

Every company sells products. You really find out what kind of company you are dealing with when something goes wrong. Johnson Health demonstrated that they genuinely care about customer satisfaction and are willing to stand behind the products they sell—even when they are no longer legally obligated to do so.

I went into this situation disappointed and frustrated. I came out of it with tremendous respect for Johnson Health Tech. They turned an unhappy customer into a very grateful one.

I would recommend Johnson Health without hesitation. Companies that treat customers this well deserve to be recognized for it.

Five stars—and very well deserved.

I have a set of the 552 dumbbells that were “voluntarily recalled”. I paid a lot of money for them. I want to be able to use them. They offered me $95 VOUCHER for them. Meaning, they want me to spend over $300 + the voucher to buy another set. Almost seems like a scam. Normally, in a recall, the company will handle the issue completely. It’s a recall. That’s the point. How can it be legal to do it this way? I just want weights that are safe and I don’t have to worry about it breaking my toes. Unreal. Very poor customer service on this matter. They won’t give straight answers. I verified with them that mine are the recalled weights. Standard practice - replace the weights. A voucher that’s a fraction of the value is insane. You guys are terrible.

I will never buy another product because of this. I’m worried that anything I buy, if it gets a recall, I’ll have to spend double just to get a good set. Seriously… think about that everyone!

Bow flex stopped working after 1 1/2 years and Johnson will not honour Bowflex warranty. The fix is more than what we paid so it’s now an expensive piece of land fill.

Bought a Schwinn 130 Upright bike and after a few months it started to make a crank noise that continues to get worse. As others have reported, I too was taken aback when the phone rep told me to wait up to 12 business days for a reply. The entire process (from failing to confirm my warranty registration to diagnosing the possible issue to the now unacceptable wait for a technician to do the work) is one of the most stunning customer service failures in modern business and they simply don't care. The diagnosis for the crank noise on this bike was made by me sending them a video of the pedals moving with audio. They drop shipped the part here and that arrived reasonably quickly. But what if there is other damage beyond the crank assembly? I'd have to start this ridiculous cycle all over again. These people are completely clueless parroting the same lines over and over again. They have a well earned 2.2 rating here on Trustpilot and that is higher than they deserve yet they simply don't care. Truly one of the most incompetent companies in America. How they remain in business is beyond comprehension.

Customer support is horrible. This company supposedly handles customer support for Schwinn fitness. We bought a brand new Schwinn elliptical 490. The hand controls did not work. My husband is an engineer and is very adept at putting things together. Called Johnson health tech, the customer service company for Schwinn and got transferred overseas to someone who was very difficult tounderstand. Just the person you want troubleshooting technical issues with technical words. The person told us they could not help us and that Schwinn would get back to us by email in 12 business days. This is not acceptable. I will never buy another Schwinn product. I will never deal with Johnson health tech. I filed a complaint with a BBB against Schwinn. I will also file a complaint with a BBB against Johnson health tech.

I purchased my Bowflex treadmill 4 years ago, and according to the warranty documents, the unit is still under warranty. The agent's initial response to the service request was that I was outside the warranty period and that I was responsible for servicing the treadmill. I did respond with the documented warranty information, and then Sarah S.'s response quickly changed to "Unfortunately, the company you purchased your machine from, Nautilus, Inc, filed for bankruptcy and went out of business in 2024, at which time warranties were dissolved. We purchased the assets for the Bowflex and Schwinn lines but did not assume any of their liabilities." There was no understanding, work to find a resolution, or support for the 4 year old product their company purchased. At the very least, they could have offered technical support, potential solutions, or a list of authorized technical agents in my area. The agent, Sarah S, was rude, dismissive, and gave a very "too bad, your fault" attitude. This treadmill is 4 years old; there is no excuse for it already malfunctioning. This substandard customer service has given me an understanding of the type of service I can expect from Johnson Health Tech, which now owns Bowflex, Schwinn, Matrix, and Horizon Fitness products, and for this reason, I will not purchase from your company in the future.

I am a disabled veteran and thought I was doing the right thing by sticking with Bowflex. As it turns out I was wrong. The machine was delivered 30 Jan 26, I went to use it 9 Feb 26 when I was medically cleared to do so. I have been going back and forth with this company. I purchased a brand new Bowflex Max Total 16 it was supposed to help improve my health but has done quite the opposite. I suffered a full-on PTSD episode dealing with this company and still dealing with the effects not even my dog was able to pull me through. I don't know if I have the physical or emotional bandwidth to deal with this company and this issue moving forward. All I have asked is for the company to replace the equipment nothing more
nothing less. If I purchased a brand-new car and all it does is turn on, I'm going to ask the dealership to replace it not have it repaired. It's like the company doesn't get it or simple does care. I would not have purchased a second machine if I didn't need it, or it didn't meet my medical needs. It has already been established that this company priority is its bottom line, nothing more nothing less. It's like the company is trying to ware me out until there's nothing left. I just want the company to do is to do the right thing. I
do not need another episode, my mental/physical health and my life for that matter is never going to be of value to this company, but it is for me. This company is only going to do what benefits them regardless. I don't need the added stress. My prior experience with the original Bowflex company was fine, which is why I opted to get a replacement machine. I purchased this equipment to improve my health, not make it worse, both mentally and physically. ALL I HAVE ASKED IS TO REPLANCE THE MACHINE. IT SHOULD NOT NEED TO BE REPAIRED IF IT HAS NEVER BEEN USED. Had I used the machine or had it for a while having it repaired would not be an issue. However, the machine has never been used and should not have any issues that should need to be repaired, THATS THE POINT.
This is the latest from the company rep “ I did have someone pull the data from your console. We show that it was in use between 1/30 and 2/11. We can see that the speed readouts seem to be a bit erratic but all other indications are that the machine is functioning...” I have said six ways to Sunday what’s happening. In addition I have a ring camera in my basement that is motion sensor and clearly blows their “ We show that it was in use between 1/30 and 2/11.” 30 Jan at 8:07 the guys arrived with equipment 9:01 they finished installing it. 9:03 I work on turning the machine on, connecting to my network and logging on to the machine with the installer. At 9:14 I signed the delivery documents and the installer leaves. At 10:46 I try calling JYRN about the free trial. At 11:03 I’m signing back in because I changed my password. the 2, 3, 4, 6 Feb I had a medical a appointment for myself and mom I also work out only in the morning. I do not do anything on the weekends. The 5th of Feb you can see me working out in my mat. 9 Feb medical procedure. The 11th 8:42 am turning on machine hard time getting the steps to move. 8:44 I get off the machine and unplug and plug. 8:45 I try to connect phone and armband. 8:48:30 I start moving. 8:49 check the level, confirm it was on 1, trying to figure out what’s wrong. stopped at about 8:49:30. 8:49:46 got off machine can’t control the volume. 8:50 trying to figure out why it’s not responding correctly. stop again 8:50:47 trying to see what’s wrong. 8:51:41 I’m off machine. 8:53:24 stopped again 8:53:39 struggling to get started again. 9:00 I’m stopped, going again about 9:00:40. 9:01 I finally gave up and called the company. On w/company until 9:22:42. I back on to get serial number.

On the 2nd December 2025 I sent a personal letter by recorded, and signed for delivery to the Managing Director (by name) of Johnson Healthtech UK.

I outlined in detail the woeful list of my interactions with JHT personnel since contacting them on the 26th February 2025 regarding a serious fault on my Matrix Elliptical Trainer.
I had purchased the Matrix Elliptical Trainer at the start of Covid after much deliberation, I paid nearly £3500. I assumed that buying from a world leader such as JHT, and at that price point, it would guarantee me a top quality piece of equipment and customer support.

It never occurred to me that less than 4 years later it would develop a serious fault. I can no longer complete a workout as a logged user without the machine rebooting and wiping all my details. The lack of support aside, no one at JHT or FES can tell me what the fault is, and whether it would occur again in a new console. More to the point, is it reasonable to expect a customer to pay out an additional £1000.00 for a new console to rectify a software fault after only 4 years?

JHT recommended a company called JHT to look at the fault (JHT don't offer any out of warranty support). I informed FES in detail of the issues I was experiencing and told them I was confident that it was a software fault and not a hardware fault. The issues were repetitive and always happened during the same time cycle as a logged user but not as a guest user. FES insisted that they needed to make a site visit to confirm. They quoted me £114 including the first hour on site.
The Engineer was onsite a total of 14 mins; he confirmed that it was a software fault but couldn’t say what the fault was. He recommended a new console and said he would request a refund of the site visit fee. I expressed my reluctance to buy a new console, without defining the fault, what guarantee was there that the same software fault wouldn’t rematerialize?

I asked FES for an update on the refund and cost of new console. FES refused the refund and told me to contact JHT for cost on new console.

JHT Finally confirmed the cost of a new console, £817.00 plus £109.00 installation. But with no guarantee the fault wouldn't rematerialize.

Throughout my dealings with JHT, I have continually chased them for answers and been ignored. I asked multiple times for the customer support manager and Managing Directors name, but was refused. Eventually I found the MD's name myself.

As of today, 18th February 2026, the fault is the same, no worse. If I log in as a named user, the machine reboots during exercise and deletes all the user details, regardless of the length of workout. As a guest user its fine, no fault. But what is the point of this kind of equipment if you can’t log your workouts? The machine also regularly tries to perform software updates, fails and remains switched on, even though this feature has been disabled.

Also, I have not received a response from the MD. I'd like to say I'm surprised, however, it was exactly what I expected!

I purchased a Bowflex 10 treadmill in October 2025 and have had issues within it since March/April. They have replaced the tablet and sent out 3 technicians and the issues persist. The most recent update I was given was that it was. JRNY technical issue (there is no phone number to speak to anyone) and that I needed to speak to JRNY. In emailing with them since September (now January) they said they are aware of the issue but don’t have a solution. They tell me it’s a software issue, but no one else is have the same problem. They refuse to send me a replacement tablet because they say the problem will continue. The treadmill belt runs, the timer runs, but no other controls register (speed, distance, incline, etc). The other issue the machine has is where the belt will run at .5 MPH but the machine will say it’s running at 10 MPH and the belt won’t change its speed. This machine was under warranty when the issues started, but since they have stalled and pushed the issue on to other people, the tablet is out of warranty and the machine is not working. It’s incredibly frustrating. Will never recommend them to anyone. Not worth the money, time or headache. I have a several thousand dollar piece of equipment that I can’t reliably or safely use

I have been a loyal Horizon customer for nearly two decades, but the T303 model is a complete lemon. Unlike my previous machine which lasted 17 years without issue, this unit arrived defective and required a Console Control Board replacement before its first use.

In just four years of light use, I've dealt with:
* Major Hardware Failures: The control board has failed twice, and the rollers have now given out.
* Software Issues: The machine required a manual software update via thumb drive just to function.
* Unacceptable Service: Horizon ignored my formal letters and only responded after a BBB complaint.
* Warranty Issues: Despite purchasing an extended warranty, I was told the coverage was "exhausted" after one roller repair.

The company dismissed these constant failures as "normal wear and tear," showing they do not stand behind their products. After 17 years of loyalty, I will never buy from Horizon again.

Think twice before purchasing any machines from them. They do not stand by their products like they used to.

Absolutely unacceptable experience. Johnson Health Tech sold me a defective product and is now refusing to offer a fair refund. Despite a recall being issued, they are only offering a tiny fraction of the original purchase price, and only as store credit. I spent hundreds of dollars on their product and am now left with nothing but a worthless refund offer and no accountability.

If they’ve acquired the assets of the original company, they should honor the responsibilities too. This feels like consumer fraud taking money for faulty equipment and refusing to stand behind it. Avoid this company at all costs.

I purchased a treadmill from Johnson Fitness and was initially happy — until it began shocking me and stopping unexpectedly. After reporting the issue, I was sent replacement parts, but no technician was ever dispatched to install them, despite repeated requests.

Due to their failure to service the machine properly, I was seriously injured. The shocks and sudden stops were not only unsafe, but avoidable had they followed through on their technician support as promised.

I’ve spent months trying to get this resolved. Johnson recently offered a refund — but no replacement — despite the fact that the injury and malfunction were caused by their negligence. I have requested both a refund and a fully functional replacement, which I believe is fair considering the circumstances.

I’m now reporting this to consumer protection agencies as well. This entire situation has been frustrating, dangerous, and completely preventable. Extremely disappointed with the way Johnson handled this.