Johan V.

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!