Laura went above and beyond to assist me. I had butchered a monitoring cable unwrapping a new 5.0 Recumbent Bike and I was merely trying to get information to order a replacement handle with cable to resolve the situation, not looking for any freebies. Laura not only chased down the information but arranged for a no cost replacement. WOW. I have worked in middle management for 34 years in a Fortune 500 company of 22K employees so trust me, I have heard all the corporate speak and bingo buzz words. Exceeding expectations is a term commonly used by many companies. This experience is one of the few examples in which my expectations were truly and actually exceeded.
Alan B - Stanley, NC
I talked to support through email. We went back & forth a few times, and with the information I provided each time, they were very good at giving feedback & direction as to the next steps to solve the problem I had. Very satisfied!
Rob L - Lasalle, ON
Shawn was a great help. Everything is running perfectly, and I will support Horizon Fitness on my next purchase for sure.
Chris B - London, ON
I just wanted to let your company know how pleased my wife and I are with your customer service team. Both times we called, the representative was very helpful and very courteous.
Robert L - Simsbury, CT
I wanted to pass on my sincere thanks for the great equipment and service your team provides.
I called and spoke with Kristin and then received a call from Stan on your service team. They helped me quickly resolve my problem. I’ve ordered replacement parts based on their recommendation and will do the repair work myself. I feel comfortable doing the work myself due to Kristen referring me to a video on your website.
It’s not often that you spend $250 to repair a product and feel good about the product, the process and the people you deal with – after today’s conversation with your team – I feel good about all three. I also run a large organization and we are renowned for our customer support work. Your people are outstanding and you should feel proud of them, their work, their expertise and demeanor.
Stan and Kristin, thank you.
Ric A - Muscatine, IA
Frankly, your customer service reps (I personally spoke with about five of therm) were all friendly, knowledgeable very helpful. Can't get much better than that!
Gerry Z - Henderson, NV
I was pleased with the customer service I received when I called about the problem with my treadmill. The staff was professional, efficient, and prompt. Generally, I find that contacting customer service is more akin to climbing a brick wall. However, I encountered the complete opposite with your customer service staff; my experience was completely hassle-free. Please continue what you're doing!
Karen Y - Toronto, ON
I bought my machine almost 10 years ago and the customer service was as if I purchased the machine yesterday!
Robert B - Groveport, OH
Stan was extremely knowledgeable, personable and very easy to work with. He anticipated all of the issues that I need to be aware of and was out in front of all of my requests. His communications were clear and concise and spot on. He is exemplar as a customer service rep.
Martin S - Plymout Meething, MA
It was one of the best customer service encounters I have had in a very long time.
Sylvia T - Minneapolis, MN