CONTACT: Susan Bach, Director of Communications
PHONE: 414- 847- 6085
FAX: 414-302- 0355
E-MAIL: sbach@wisconsin.bbb.org
Milwaukee, Wis. – In the past twelve months, the Wisconsin Better Business Bureau (BBB) has seen a growing trend of complaints against an exercise equipment company in Cottage Grove, Wis., which currently has an F rating with the BBB.
Johnson Health Tech North America, Inc., doing business as Horizon Fitness and Merit Fitness in Cottage Grove, is a multinational business located in Taiwan that manufactures treadmills, ellipticals and stationary bicycles for distribution at more than 60 sites worldwide. As the sole American distributor in the United States, the Cottage Grove location operates an online business and supplies exercise equipment to retailers like Dunham’s, The Sports Authority and Dick’s Sporting Goods. To date, complainants from twenty different states have contacted the Wisconsin BBB regarding the company.
In the past 36 months, the BBB has processed 43 complaints against Johnson Health Tech/Horizon Fitness, with 12 of those occurring since January 1, 2010. These complaints range from faulty advertising and customer service to delivery and product issues:
“…hidden terms and conditions that I was not aware of and did not agree to. They offer no support and the nearest technician is two hours away.” –Luke, Redgranite, WI
“The trainer frame is broken and Horizon will not provide the broken parts because they say it’s not under warranty…The manual does not define ‘frame’ vs. ‘parts’.” –Robert, Ormond Beach, FL
“The treadmill is barely a year old and the motor has not been working properly for four months.” –Hussein, Arcadia, CA
“The treadmill sped up and threw me face down… causing me to have to go to the Emergency Room and get five stitches to my lip and face.” –Melanie, Topeka, KS
“For the second time my treadmill is changing speed on its own…from 3.4 to 7.3 then down to 1.2…I called Horizon about this problem some time ago…the problem has not been corrected—it has reoccurred.” –Frank, Pleasant Hill, CA
To avoid problems with purchasing exercising equipment, consumers should keep in mind these tips from the BBB:
If a deal seems “too good to be true,” it probably is.
Despite complaints, Horizon Fitness continues to advertise on their website as producing “the finest exercise equipment, bringing good performance and reliability into the homes of consumers.” The company’s website features a whole host of inspirational success stories and attention-grabbing sale offers to encourage customers to place trust in their products.
Attractive advertisements boast “free shipping” on all Horizon Fitness products. However, BBB complaints include accounts of items severely damaged during transit. Horizon Fitness also claims to provide “Free Inside Delivery,” which actually entails “placing the item in the garage or over the threshold of the first available ground level door of the house.” This service does not include placement into a specific room, up steps, or any assembly of the product.
Be sure to read the fine print.
Product warranties often include technical phraseology and clauses that are easily missed when merely scanning the document, but actually pose inconveniences or serious threats to the consumer. Horizon Fitness product warranties include technical support from a Horizon-authorized service center, which may not be within 50 miles of a consumer’s location, in which case “Horizon Fitness will only pay up to $150 toward (the) first service call.”
Always check a company’s BBB Reliability Report before making a purchase.
The Wisconsin BBB has rated Horizon Fitness with an F, as determined by their failure to respond to complaints and the insufficiency of background information on the business. Even if a company is not an accredited business, the BBB records complaint information and rates the business based on:
– BBB experience with the industry in which the business operates.
– The length of time in operation and possession of required licensing.
– Any known government action against the business.
– The number and nature of complaints received, and the business’ responsiveness to those complaints.
For more information or further inquiries, please contact the Wisconsin BBB at http://www.wisconsin.bbb.org or 414-847-6000 (metro Milwaukee), (920)-734-4352 (Appleton) or 1-800-273-1002 (elsewhere in Wisconsin).
