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Business Profile

Exercise Equipment

Johnson Fitness and Wellness

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Equipment.

Complaints

This profile includes complaints for Johnson Fitness and Wellness's headquarters and its corporate-owned locations. To view all corporate locations, see

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Johnson Fitness and Wellness has 116 locations, listed below.

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    Customer Complaints Summary

    • 52 total complaints in the last 3 years.
    • 28 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/09/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this complaint in response to a voluntary recall of the BowFlex 552 adjustable dumbbells that I purchased on December 26, 2022, for $357.63, from Best Buy.BowFlex, now operated by Johnson Health Tech, is offering me a mere $90 store credit as compensation, only usable on ***********, along with a free JRNY app trial I did not request. This offer is both inadequate and unfair, considering the product I purchased is now deemed unsafe to use due to a potentially dangerous defect where the weight plates may dislodge during use.The dumbbells were sold under a standard warranty and have now been recalled due to a product safety issue. Regardless of ************** no longer being in business, I purchased in good faith from the ******* brand, which is still being used and profited from today by Johnson Health Tech.A $90 prorated refund is not remotely close to the original purchase value, and restricting it to a single brands online store, rather than refunding in cash or original form of payment, makes this feel exploitative. The recall page itself says this is a prorated refund voucher, but I was never informed this would reduce my compensation to a fraction of my original cost.I expect full reimbursement for my recalled product in actual U.S. currency, not restricted store credit.Resolution Requested:Full refund of $357.63, issued to the original payment method or by check.Removal of restrictions requiring use only on BowFlex.com.Transparent disclosure and equitable treatment for all customers affected by the recall.

      Business Response

      Date: 06/11/2025

      A statement from Johnson Health Tech Trading, regarding the BowFlex 552 & 1090 Dumbbell recall announced on Thursday, June 5, 2025. 

      Thank you for expressing your concerns about this voluntary recall. We want to be transparent about why different remedies are available through this voluntary recall for customers depending on when the dumbbells were purchased. 

      Customers who purchased a BowFlex 552 or 1090 dumbbell prior to April 23, 2024 from ************* (a.k.a. ************) are being offered a prorated voucher rather than a replacement or full refund voucher.

      Heres what we are doing and why we are doing it:

      The original company that sold the product prior to April 23, 2024, **************, went bankrupt. That company no longer exists. 

      That bankrupt company, ********, designed, manufactured, and sold these dumbbell sets prior to filing bankruptcy in April of 2024. We were not involved in any aspect of the products ******** made and sold prior to April 23, 2024.

      Our company acquired some of that bankrupt companys assets last April through the bankruptcy processbut we did not buy the company or its liabilities. We did not assume any responsibility for past sales or issues with the products ******** made and sold.

      We did not make any money from 552 and 1090 dumbbells sold by ******** before it went out of business. Simply put: we had no involvement with the design, manufacture, or sale of these dumbbells prior to April 23, 2024.

      We are stepping up to provide the pro-rated voucher to U.S. consumers who bought recalled dumbbells from a bankrupt company, even though we have no obligation to do so. Offering this voucher is a good-faith gesture from our company to help U.S. consumers replace the producteven if they bought recalled dumbbells from ******** several years ago. Making this extra effort fully aligns with our companys commitment to helping our customers lead *********************** lives.

      We encourage all customers to participate in this recall to obtain the remedy we are proactively making available through this voluntary recall. 
      We are doing our best to support the affected customers of bankrupt ************** in a meaningful way. Please visit our website, **************************************, for additional information about this recall. 

      Best,
      ******* ***** *****.

      ******* W. *****
      Consumer Experience / Resolutions - Lead
      Johnson Health Tech.

      Customer Answer

      Date: 06/12/2025

      [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. 

      Regards,

      ***** ******

    • Initial Complaint

      Date:05/21/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have ordered ***lacement parts since early February and have not received them yet as of 05/21/2025. I have contacted the customer service number several times and have not gotten any results. The customer service *** isn't even in this country. I would never by a ******* product again knowing how poor their customer support is.

      Business Response

      Date: 05/29/2025

      Thank you for bringing this matter to our attention. We appreciate customer feedback and regret any frustration ***** ***** has experienced. Customer concerns are a priority, and we are committed to prompt resolution.

      We have reviewed Mr. ******* complaint filed under case #********. Actions have already been taken on this matter as our Parts Specialist has explained to Mr. ***** via written communication that (as of 5/22) inventory for the replacement part in question will not arrive until 5/29. As we have addressed the issue in full, we now consider this matter resolved on our end.

      Thank you for the opportunity to address this concern.

      Best,

      ******* ***** *****.

      ******* W. *****
      Consumer Experience/Resolutions Lead
      Johnson Health Tech.

    • Initial Complaint

      Date:05/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought new treadmill Dec of 2024 and it's been in and out of service because the relays keep breaking on unit. I've finally been able to get someone from tech support to replace the unit but they won't put it together even though I paid for them too and have almost a 6 year warranty. I need the replacement unit put together and my manufacturer and extended warranties I paid for to cover it.

      Business Response

      Date: 05/19/2025

      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.

      We reviewed the customers terms and conditions for both the manufacturers warranty and his added coverage through ********. Neither covers the assembly service for a replacement machine. Upon further review, I confirmed that the customer received his replacement unit under our manufacturers warranty on 5/14/25. The machines original purchase in December 2024 did include an assembly service through our separate business partner, ***. The initial service was completed on December 12th, 2024.

      We request that the complaint be resolved because we meet the warranty terms and the additional protection plan. To support the decision, we include links to both plans terms and conditions and coverage details, which outline that machine replacements do not cover in-home assembly services.
      Horizon 7.0AT Manufacturers Warranty Obligations:

      Link to Owners Manual: ******************************************************************************************************************************************************

      Please see pages 48 & 49

      The What is not covered section states that the service warranty does not cover delivery, assembly, installation, setup for original replacement units, labor, or other costs associated with removing or replacing the covered unit.

      Lastly, the customers additional coverage also doesnt cover the assembly aspect for a replacement machine.

      For additional information, I have included the link to the customers Safeware terms and conditions. After reviewing the documentation, please let us know if you have further questions: **************************************************************************************.

      Please see the What is covered section under the Residential Equipment and Labor Plan section number one.

      Our teams are committed to supporting our products and customers and follow our policies, terms, and conditions. We can assist this customer via email or phone with any other questions or concerns.

      Best regards,
      Customer Resolution Specialist
      **********************

    • Initial Complaint

      Date:04/18/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sold me a treadmill that broke in the first month of use and won't return phone calls or emails regarding warranty. Won't ship me the part that burnt out. So now I have a 2k paper weight

      Business Response

      Date: 04/22/2025

      Thank you for bringing this matter to our attention. We value customer feedback and regret any frustration ****** ****** may have experienced. At Johnson Health Tech., we are committed to addressing customer concerns with care and providing timely, effective resolutions.

      Upon review of case #********, we must respectfully advise that we are currently unable to proceed further due to multiple reports from our team indicating that Mr. ****** has engaged in communication that included threats and inappropriate language. While we strive to maintain open and constructive dialogue with all our customers, we have a zero-tolerance policy for abusive or hostile interactions toward our staff. In such cases, interactions may be terminated to ensure a respectful environment for both customers and associates.

      We remain open to further communication and resolution efforts, should Mr. ****** choose to re-engage in a professional and respectful manner.

      Thank you for the opportunity to address this matter.

      ******* W. *****
      Consumer Experience/Resolutions Lead
      Johnson Health Tech.


    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased the BowFlex Treadmill 22 (Bowflex/Schwi/BFX T22/262620AXEG23430285) on1/4/25 for $2,299.00 and included the 5-Year BowFlex Protection Plan for $229.00. The unit stopped working on 3/18/25 when I contacted customer service. Despite multiple calls and emails to customer service, nothing has been done to address the broken treadmill. Every email I send to customer service is ignored and never responded to. Whenever I call customer service, I get told I will receive an update later. On 3/20, I was told that replacement parts and a tech would be set up for the unit, and I would receive tracking updates within days. On 3/30, I asked for a status update via email, which was ignored. On 4/1, I called again and was told it would be another week before I received any status updates and that the broken unit could not be returned despite purchasing the 5-year extended warranty.

      Business Response

      Date: 04/11/2025

      Thank you for bringing this matter to our attention. We appreciate customer feedback and regret any frustration ****** ***** has experienced. Customer concerns are a priority, and we are committed to providing prompt resolutions.

      We have reviewed Mr. ******* complaint filed under case #********. We have taken action on this matter as we've been informed by our service providers that Mr. ******* repair service is confirmed for April 9th while his replacement parts were delivered on the 4th of this month. As we have addressed the issue in full, we now consider this matter resolved on our end.

      Thank you for the opportunity to address this concern.
      Best,

      ******* W. *****
      Consumer Experience/Resolutions Lead
      Johnson Health Tech.

    • Initial Complaint

      Date:03/31/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered Inspire M2 weight machine on 1/15/2025 Delivered and setup incorrectly by company supplied 3rd party pn 2/10. Called 2/11 and reported to ***** **** in sales several items making machine unusable as is. Assured by ****** ********** of new assembly team to fix problems scheduled for 2/17. On 2/17 the same delivery/setup person was sent who incorrectly assembled machine on 2/10. Called ****** *. again on 2/18 to report failed resolution again. Asked for return of machine if problem couldnt be resolved soon. Was told that an independent fitness machine repair co would be hired to fix. No response until until 2/24 when I personally called repair *** Was told no authorization to repair was given . Called ****** *. again and was told company was overcharging for repair. Was contacted by another company on 2/26 through ****** *. by *******@ Fitness Repair Tech asking for photos/list of all 7 incorrectly assembled/damaged items Again no resolution until I emailed 3/4 and was told of serial number request of unit in order to order s**** and scheduling of tech for 3/7 Request at that time by Fitness Repair Tech to have stripped s**** shipped overnight for arrival by 3/7. No part arrived so appt for 3/7 was cancelled. Email on 3/8 about non resolution and was told by ****** she would check on tracking number on 3/10. No response since 3/8 and no resolution to an unusable machine for 30 days. First payment due on 3/11 by Affirm financing through Johnson Fitness. Finally received replacement s**** 3/25 Emailed ****** and ******* to set up repair ASAP. Received email on 3/31 that ******* cannot do repair. 44 days since delivery of an unusable machine incorrectly assembled by Johnson Fitness. Unacceptable level of poor customer service!

      Business Response

      Date: 04/09/2025

      Thank you for bringing this matter to our attention. We appreciate customer feedback and regret any frustration ******* ****** has experienced. Customer concerns are a priority, and we are committed to prompt resolution.

      We have reviewed Mr. ******* complaint filed under case #********. Weve acted on this matter and facilitated contact between Mr. ****** and the appropriate team to ensure his products needs are fully addressed. Our team has confirmed that they are continuing to work with Mr. ****** at this time and will do so until all services are complete. As we have addressed the issue in full, we now consider this matter resolved on our end.

      Thank you for the opportunity to address this concern.

      Best,

      ******* W. *****
      Consumer Experience/Resolutions Lead
      Johnson Health Tech.

    • Initial Complaint

      Date:03/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a Horizon T101-5 treadmill (Order #******, Serial #*************** from Johnson Health Tech on December 21, 2020. Since then, weve encountered multiple problems with the product despite limited use. In 2021, the treadmill required service and was repaired by a Johnson-assigned technician from Mercury Fitness (Request #*****).Recently, the treadmill began stopping suddenly during use. A Mercury Fitness technician inspected it and stated the running belt needs to be replaced, quoting a cost of nearly $800 (official estimates available). Additionally, the machine now displays an E1 error code, which indicates a potential motor issue.Given the repeated issues and high repair costs, we are disappointed with the products durability and expected quality. We reached out to Johnson to explore the possibility of replacing the treadmill and inquired about:1. A potential discount for a replacement as returning customers dealing with recurring issues.2. Whether treadmill disposal services are available upon delivery of a new unit, and what the associated costs would be.

      Business Response

      Date: 04/14/2025

      Thank you for bringing this matter to our attention. We appreciate customer feedback and regret any frustration ***** **** has experienced. Customer concerns are a priority, and we are committed to providing prompt resolutions.

      We have reviewed ***** ****** complaint filed under case #********. We have taken action on this matter and contacted Mr. **** by phone to outline our full resolution. Mr. **** has opted to accept our offer and we have sent his information to the appropriate department for further assistance. As we have addressed the issue in full, we now consider this matter resolved on our end.

      Thank you for the opportunity to address this concern.


      ******* W. *****
      Consumer Experience/Resolutions Lead
      Johnson Health Tech.

    • Initial Complaint

      Date:03/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Matrix A50 elliptical in February 2025. It came with a 2 year warranty on parts and service. 3 weeks after it was delivered, it required service to work properly. I submitted a service request online March 9 and as of today, March 28 I have received no response or help. I have contacted my local Johnson Fitness in **************** 4x and each time was told that they would check into it and give me a call back. They are selling products with an assurance that they will work or be fixed, yet when they dont work, they dont fix them as promised in the warranty contract.

      Business Response

      Date: 04/09/2025

      Thank you for bringing this matter to our attention. We appreciate customer feedback and regret any frustration ****** ******** has experienced. Customer concerns are a priority, and we are committed to prompt resolution.

      We have fully reviewed Ms. ********* complaint filed under case #********. Weve acted on this matter and facilitated contact between Ms. ******** and the appropriate team to ensure her products needs are fully addressed. Our team has confirmed that they are continuing to work with Mr. ****** at this time and will do so until services are complete. As we have addressed the issue in full, we now consider this matter resolved on our end.

      Thank you for the opportunity to address this concern.

      Best,

      ******* W. *****
      Consumer Experience/Resolutions Lead
      Johnson Health Tech.

    • Initial Complaint

      Date:02/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Please See ATTACHMENT labeled Rower Complaint Below

      Business Response

      Date: 02/17/2025

      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 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

    • Initial Complaint

      Date:01/30/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a placement part for a spin bike on 12/17. Called ****************************************************** ordered the wrong part. Spoke to a *** named ****** who told me it would be canceled and that, if the part was shipped for some reason, that I would still receive a full refund and not have to pay for return shipping because Id called so soon after ordering. I emailed a follow up after the phone call to confirm cancellation and request email confirmation. Instead of being canceled, the part was delivered. Ive provided all information as requested in my continued communication with **** and ******. At one point, I was told that I could receive a refund (no shipping charge though) only if I could provide the name of the *** I originally spoke to. Ive followed up multiple times both in email and by phone. The ***s I have spoken to are unhelpful and unprofessional.

      Business Response

      Date: 02/17/2025

      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 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 Answer

      Date: 02/17/2025

      [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. 

      Regards,

      ********* ****

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