Business Profile

Exercise Equipment

Johnson Fitness and Wellness

Headquarters

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Initial Complaint
01/07/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a bowflex power rod resistance exercise machine approximately 2001. ******* offered a lifetime warranty on the power rods resistance as long as i owned the machine. in approximately 2005 i exercised that warranty for the weakened power rods and bowflex sent me new ones, like they promised they would. Then i didnt use the bowflex much until last 3 years and now the power rods have lost resistance again. Since i am original purchaser the power rod guarantee should still be good. I asked bowflex for replacement power rods, like my warranty says i could, and a representative from ******* replied that since 2024 when 'Johnson Health Tech' bought bowflex they were no longer responsible for any of *******'s warranty's and guarantees. But ******* still operates and sells equipment under the 'bowflex' brand so i think if it's still a '*******' company then they are still responsible for all warranty's and guarantees made by ******* no matter how many times the company was traded or bought and sold, it's still the same company just different owners, or maybe same owners just different business model. Either way, i bought a bowflex in good faith because i doubted the rods would last but they gave me a lifetime replacement guarantee. So i bought it. i would like the replacement rods. the company didnt go out of business, they just restructured under a new name
Business response
01/10/2025
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.

******* ?led for bankruptcy on March 4, 2024. Details can be found at the following link: **************************************. Johnson Health Tech Retail****** (****), a company affiliated with ***** and completely unaffiliated with *******, purchased certain assets of *******,including its brands, intellectual property, accounts receivable, and inventory, pursuant to a court approvedasset purchase agreement (APA), attached to thisletter.

Section 2.4 of the *** provides except for speci?cally assumed liabilities set forth in Section 2.3, all other liabilities of *******, including any liabilities associated with products sold by *******,were not assumed by ****. Accordingly,liabilities associated with causes of action based on breaches of warranties for products sold by *******, such as this product, remain with BowFlex.

If the customer wishes to pursue a claim for the product sold to them by *******,they must do so by ?ling a claim against the *************** They may ?le a claim here: **************************************. There is an automatic stay against bringing litigation against ******* in any forum other than in the bankruptcy court. Sanctions can be sought for violating this order.

Please let me know if you have any questions.

Best regards,
Customer Resolution Specialist
********************************************* Tech NA
Customer response
01/10/2025
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,

*** **********
Initial Complaint
12/27/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered a new treadmill from the supplier on 11/30/2024 for $2500.44.The supplier ****** ***** promised to deliver it in 10 days. I have contacted them multiple times and they keep asking for more time its already 28 days since order was placed. Today when I asked to cancel the order and get refunds the seller is denying refunds and is asking for a restocking fee even when I am not in the possession of the product and order hasnt been delivered to me. They are forcing me to wait for the order and are denying refunds. The seller is making a false excuse that this was a special order whereas they claimed to be a retailer for the brand.
Business response
01/09/2025
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 customers order was delivered on January 3rd, 2025. It is our understanding that this complaint is resolved.
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
12/27/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of Transaction: 11/19/2024 Date of Delivery: 11/22/2024 Amount of Money for the Part: ****** Business not honoring the return policy. Reached out to the business for return of the order on 12/18 and after multiple attempts the business responded on 12/27 with the response that the part cannot be returned since it is outside of return window. The return request was submitted on 12/18 which was in the return window and the business has failed to honor the return policy.
Business response
01/09/2025
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. Johnson is committed to providing support for its customers and products. Our records indicate that this customer did not have the packaging nor packing slip required to return this item. Through communications with our Customer Experience team, the customer was able to receive assistance.

It is our understanding that this complaint is resolved.

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
01/09/2025
[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. The business resolved the complaint.

Regards,

Nand
Initial Complaint
12/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
One of the weights came off the adjustable dumbbells and chipped my floor which was just done two months ago. Not mention almost crushed my toe. This company refuses to replace my dumbell and will not offer anything for the damage on my brand new floors.
Business response
12/30/2024
Thank you for informing us of this complaint. We have compared the details of this customers complaint with our records.

Johnson Health Tech Retail****** (****),a company affiliated with ***** and completely unaffiliated with *******,purchased certain assets of *******, including its brands, intellectual property, accounts receivable, and inventory, pursuant to a court approved asset purchase agreement (***).

Section 2.4 of the *** provides except for speci?cally assumed liabilities set forth in Section 2.3, all other liabilities of *******, including any liabilities associated with products sold by *******,were not assumed by JHTR. Accordingly, liabilities associated with causes of action based on breaches of warranties for products sold by *******, such as this product, remain with BowFlex.

As a goodwill gesture, we are honoring certain unexpired warranties for *******/******* products sold by the ********************. Should this customer wish to move forward with warranty service,we would be glad to assist through our Customer Technical Support team channels. The easiest way to get in touch with the proper team is to reply to the most recent email with our agent *******.

On behalf of Johnson, we would like to apologize for any inconvenience this has caused.

Best regards,

Customer Resolution Specialist
********************************************* Tech
Customer response
12/30/2024
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,

***** ********
Initial Complaint
12/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Horizon 7.0 AT treadmill on 11/29 with room delivery and assembly. It was delivered on 12/7, and was not functional when the assembly person tested the machine. They left the machine there and suggested that I tried a surge protector or call an electrician. Since then, I have had to reach out to my local Johnson Fitness Store, Johnson Fitness online customer support, Horizon ********************** online customer support, and Horizon technical support team 24 times in order to seek a resolution. This is all the same company, which I was not aware of until my experience. Johnson Fitness local store says it's not their responsibility since I purchased online. Johnson Fitness online says it's not their responsibility because it is a warranty related issue. I can return through them for a $199 delivery fee and a 35% restocking fee, but if I wanted a full refund, it would have to be processed by ******* technical support team. Horizon technical support says they cannot process returns on a defective unit and that I need to speak to Horizon customer support. ******* customer support tells me I need to speak to the warranty team, which is actually the same as the technical team. I have gotten contradictory information with no resolution. A technician from Johnson Fitness confirmed the unit was defective, and I still cannot get anyone to process my return. I believe this is a fraudulent transaction since they have not fulfilled their end of the transaction, and my poor experience with customer service gives me no confidence in the company's ability to provide a satisfactory solution. I want a full refund and to terminate and further consumer relationship between us.
Business response
12/26/2024
Thank you for informing us of this complaint. I have compared the details of this customers complaint with our records.

It is our understanding that this customer was able to speak with the correct team and have this issued resolved.

Best regards,
Customer Resolution Specialist
********************************************* Tech
Initial Complaint
12/17/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A broken treadmill was delivered, assembly did not happen on delivery and I had to wait more than two weeks for them to send a technician that refused to assemble the treadmill as he said that it was broken. This company refused to replace or refund or even send a tech technician to assemble the treadmill as requested several times. Im requesting a full refund.
Business response
12/24/2024
Thank you for informing us of this customers complaint. We have confirmed the details of this customers complaint and our teams have assisted this customer with replacement parts.

On behalf of Johnson, please accept our apologies for any confusion on this matter.

Best regards,
Customer Resolution Specialist
********************************************* Tech
Initial Complaint
12/11/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In early October I purchased an exercise bike form Horizon Fitness (subsidiary of Johnson Fitness). It arrived on *********, and during assembly I noticed it was broken and would not function. I sent an email to their tech support system, and a ticket was assigned with case number CAS-*******, stating that parts would be delivered and a technician sent out to fix the issue. The parts were received, and the technician arrived on *********, and after looking at the unit and parts delivered determined that the unit could not be fixed. The technician put in a ticket with their system to start the refund process.I did not hear back about the refund, so I reached out via email to the support group on ********* asking for status, and they requested that I agree to the terms of the refund (to scrap the broken unit/parts). I agreed to those terms, and scrapped the unit. At this time I was assigned a new case number of *******. On an email on ******* it was confirmed to me that they processed the refund request, and that the funds ($950) would be returned to my account in 7-10 business days. I did not see any refund or communication from them, so on 08DEC24 I sent a follow up email asking status of the refund. I didn't receive a reply, so I followed up with a phone call to their support unit on 11DEC24 - at that time I was told the person who would know the issue was in a meeting and that they would call back shortly. I waited three hours and did not receive a call so I called back, receiving a different support specialist, who called their finance group and then I was told I would receive an email "with 48 hours" to start addressing the issue. I asked to escalate or get a faster response as at that point I had been waiting on the refund for over 4 weeks - the support specialists hung up.Ordered 6 weeks ago, refund started 4 weeks ago. I have spent ~$950 with the company for nothing - I just want a refund, and at this point I am not confident I will receive it.
Business response
12/14/2024
Thank you for informing us of this customers complaint. We have confirmed the details of this customers complaint and verified that the refund was processed on 12/11/24. Refunds generally take 7-10 days to appear on the customers original form of payment.

On behalf of Johnson, please accept our apologies for any confusion on this matter.

Best regards,
Customer Resolution Specialist
********************************************* Tech
Initial Complaint
11/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
********* broke under warranty and Johnson Fitness did nothing to fix the issue. After 6 months of being ignored, I finally did business with *********** instead. do not buy any equipment from Johnson Fitness, they are do not honor their warranty and their customer service is the worst.
Business response
12/04/2024
Thank you for informing us of the customers complaint. We understand the frustration ************'s bankruptcy caused many consumers who purchased products from them. While we purchased the rights to use the ******* brand on our products. we did not assume responsibility for the previous owners warranties, workmanship, or otherwise with respect to products sold by them. Consumers who purchased product from ************ need to address their warranty or other claims to the claims agent handling the BowFlex bankruptcy. The claims agent can be reached at the following website: ***************************************

Our records indicate that we are honoring this customers warranty, and we have the necessary part on order from the factory.

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
Initial Complaint
11/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/3/24 we purchased a Matrix treadmill from Johnson Fitness on *****************************, **. When the treadmill was delivered to our house on 11/8/24, the machine was broken. We called and emailed Johnson Fitness and they put in a request for repairs. We had no follow up communication from Johnson Fitness about the status of our request. We called Johnson Fitness to get status updates about our repair request. 10 days later we got a phone call asking when to schedule the repair. 5 days after that we had a repair person come to the house who wasn't told what needed fixing and they were unable to completely fix our treadmill. We called Johnson on 11/15/24 requesting for a new treadmill to be sent since we still didn't have a functioning treadmill or any repairs and they told us they would "get right on it" and get us a new treadmill. A repair person came on 11/22/24 to assess the treadmill again but was unable to fix the treadmill and ordered parts that wouldn't arrive until Feb 2025. On 11/25/24 we called Johnson Fitness asking if they ordered us a new treadmill and they did not know that we asked for a new treadmill. Currently it has been 22 days since we purchased the treadmill and still don't have a functioning treadmill.
Business response
12/05/2024
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.

Our teams are committed to supporting our products and customers. Our records indicate that the warranty department was contacted on 11/15 regarding the customers out-of-box damage on the Matrix TF50 Treadmill. A dispatch was issued to a 3rd party technician to visit the customers home and assess what parts would be needed. The technician visited the customers home on 11/22/24 The notes sent back to the warranty department are as follows:
Loose hardware causing the clunk, Resolved. Bolt holes not aligned correctly.

On 11/22/24, the technician also chatted into the warranty service department requesting additional parts. Those parts were promptly ordered.Unfortunately, with seasonal demand, factory manufacturing delays, and international shipping times, the *** for one of the necessary parts is currently Feb 2025.

Since 11/22/24, our warranty department has been able to offer a different solution to the customer and it is our understanding that this complaint has been resolved.

Our Customer Technical Support teams 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
12/06/2024
[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
11/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
To ******************** purchased ****** BFX TREADMILL 22 Dec 19, 2023 (Order number: SO-********). By July, I was already experiencing random shut downs and difficulty rebooting (took days). ******* had just filed bankruptcy and the new company, Johnson Health ****************** assumed ownership and didn't have to honor warranties apparently but they said they would fix it by ordering new parts and then having them installed. At the time I was given a date, then another date, and now I hear it won't be fix until end of January. Meanwhile, I am paying the financing plan for a treadmill I can't turn on and instead is taking up space in my bedroom begging to be used. Johnson Health Tech doesn't appear to be having problems making and selling new Bowflex treadmills but for some reason can't find parts to fix the broken down brand new one that I currently own. I need help getting them to honor what they have promised. Thank you for your time,******* ******
Business response
11/11/2024
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.

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 **** has had to manufacture new stock of many of the parts that were out of stock prior to the bankruptcy and acquisition. Our files indicate that we have this part on order from the factory.

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

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