Disappointing Service

In May 2025 we purchased a Horizon Torus 5 Complete Home Gym from Sportsmans Warehouse. The assembly of the machine was outsourced to Bevtech Fitness Solutions.

Unfortunately, less than 6 months later the pulley cable moved out of place, making the machine unusable. This is particularly frustrating because the machine is used by only one person, approximately three times per week, so it has not been subjected to excessive or improper use.

When we reported the issue in November, photos were requested and sent. From the images it appears the issue may be related to how the machine was assembled, rather than normal wear and tear.

The response we received indicated that the assembly warranty is only valid for 3 months, and that after this period they would only provide the cable, while the rest of the repair costs would need to be covered by us.

This has unfortunately made us sceptical of the 3-month assembly warranty period, as it now raises concerns about whether issues that stem from the original assembly could end up requiring customers to repeatedly pay for repairs after only a few months.

Despite this, we were still given a reference number, and since then there has been no follow-up, no communication, and no attempt to resolve the matter. It has now been several months without any feedback.

This level of after-sales service is extremely disappointing, especially considering the cost of the equipment and the expectation that professional assembly would ensure the machine is installed correctly and safely.

At this point we simply need clarity and a resolution. Either the machine must be properly inspected and repaired, or we need a clear explanation as to why this issue has not been addressed despite the reference number provided.

I hope Sportsmans Warehouse and Bevtech Fitness Solutions take this matter seriously and assist in resolving the issue as soon as possible.