Matrix FitnessReviews 

We are beyond frustrated and disappointed with our purchase. We ordered a Matrix Ascent Elliptical for over $5500 on August 9, 2023 at their Johnson and Wellness Sunrise location with Keith, and it was delivered to us on August 17th with all kinds of issues.

First, the incline feature on this BRAND NEW machine was not working and then it was making all kinds of noise when you used it, so I told Keith to send us another elliptical machine because this one was definitely defective. But I was assured that this would be resolved quickly, and a Matrix warranty claim was filed instead. Then I had to wait another week and a half for a new motor to arrive because they thought that was the main issue. When the motor arrived, I had to wait for their third-party tech service to arrive and make the repair. Guess what? They arrived on August 29, 2023 and after spending 5 hours trying to fix the machine, they were unable to resolve the problem and discovered further issues for us, such as the resistance motor not working, a horrible skip when attempting to operate the machine, and a damaged control board and data cable.

HOW CAN YOU HAVE SO MANY PROBLEMS WITH A BRAND NEW MACHINE? I was aware that we had received a DEFECTIVE machine from the start, but Johnson Fitness simply WASTED my professional time attempting to do these repairs instead of simply sending me a NEW machine to expedite matters and make the customer happy. This is terrible customer service, and I am now unable to use the machine AT ALL. What a waste of my time and money!

Furthermore, as a lawyer, I had to take time away from my hectic schedule to accommodate their repairs, which were obviously unsuccessful. Their tech was here from 9 a.m. to 2 p.m. and still couldn't fix the problem even after taking the WHOLE machine apart. We were told that we now have to wait for THREE new parts - a resistance motor, a data cable, a control board, and God knows what else?? I am extremely appalled by this and do not recommend purchasing from this company unless you like wasting thousands of dollars for awful customer service and defective equipment in return.

Now, the resistance isn't working, the incline isn't working, and there's this noise coming from the machine, so the machine is absolutely USELESS. I will be taking legal action against this company unless a new machine is sent to me or a full refund is issued for this abominable customer service. Sending me a replacement machine is the very least this company can do to resolve this issue. Otherwise, issue me a full refund, and I'd rather order a new machine from another company that actually cares about their product quality and values their customers! Do not buy any Matrix machines.

Matrix weight equipment has terrible ergonomics. The equipment has very limited adjustments which severely limit ROM. Matrix bikes also have limited adjustments which do not account for long legged individuals. All-in-all Matrix produces very substandard equipment.

Die leute die diese Geräte konzipiert haben sollten mal selber ins Gym gehen. Grottenschlechte Geräte. 0/10.
Wenn ich Rücken trainiere will ich rücken trainieren, nicht den Unterarm. Wer baut an fucking Rücken Maschinen drehbare griffe an??

Local gym bought a heap of spin bikes.for indoor cycling classes. Screens on about half the bikes constantly turn off and restart during use. Matrix is unable or unwilling to repair or replace despite the first issues appearing during warranty period. They claim its because the bikes did not get enough use due to Covid lockdowns. Even there excuses suck.

DO NOT PURCHASE COMMERCIAL EQUIPMENT FROM MATRIX FITNESS!! The Equipment works ok until it runs out of warranty and then it breaks and No One will help you for weeks with parts or services. The Customer Service is Terrible. We have been waiting almost 4 Weeks to get a part ordered and a Service person to come fix the ClimbMill. We have a Small Gym and will NEVER Purchase from Matrix Again!! Save yourself the Time and Money and purchase your equipment from a company that provide quality equipment along with quality customer service and parts when needed.

$3000 bike delivered inoperable upon payment of white glove delivery service for which you have no choice of using!!
Multiple calls to Matrix reveals bike has outdated software and is not useable!
COMPLETE MESS and do not recommend to anyone to use this company. Proform, LifeFitness are all better in product and customer service!

Matrix treadmills and ellipticals are not very good. The treadmills only have a 15% incline where Freemotion treadmills go up to 30%. They do not feel secure and the workout is mediocre at best. The ellipticals are so sub par quality, there is practically no burn at all. Gyms use Matrix because they're cheap...Not because they're good

My gym (The Gym) has recently refurbished with all new Matrix strength equipment / machines and it's not fit for purpose.

The ergonomics are all off, it's like they have been designed just to look pretty and that's it, the people who are responsible for making this stuff have never exercised.

The gym I left had no equipment newer then 30 years old and it worked perfect, how have Matrix managed to screw everything is beyond belief.

Well done on conning alot of people out of some serious money, businesses will suffer as a result of buying your equipment.

Recently joined a new gym with Matrix equipment (coming from Technogym). I have been finding them really badly thought and designed, ergonomics are horrible overall and sometimes mechanical parts are in the way. Miss Technogym equipment.

Matrix Fitness do not care about their customers. They have the ability to be a really good company, but absolutely no want to be.

Their machines can offer people the ability to work out, track their works outs and so forth...however, the app doesn't work. It keeps saying input centre number or name...but nothing works. There is review after review on the google play store saying the same thing. No one seems to know this code at our Gym.

A whole bunch of bad system follow this. No way to look your centre up. No way to easily resolve the issue...no user friendly end.

Contacted their customer services to voice this, instead of actually listening to what was said simply sent back an email saying "speak to facilities manager". Something which was covered by the email if they bothered to actually read it.

The bikes, stairmasters and treadmills are not even that great either. The working of them is awful, often having odd faults where they think emergency stops have been tripped when they haven't.

So they are not listening to customers, do not care about wanting to improve their systems. If I ever own a gym I would never use their company and I would actively advise people away from buying their products.

Johnson Healthcare UK and Matrix Fitness (more subsidiaries than you can shake a stick at). Called 'After Sales' on 01782 644900 sat on-hold for 20 minutes and then finally got through - TO AN ANSWERPHONE !

Never did get a response with the assistance that was required.

Matrix Fitness is the worst company I have ever dealt with. They have set a new low on actively not supporting their products.

They do not care about clients, only money what they care. Them enginieers can not fix the machines, made horrible mistakes. Designers too. I contacted with them, they agree problem of the designing, but they do not care. Some of the machines are anatomical incorrect, you can injured yourself, if you use proper way. I have lot of pictures I can prove it, but I can not upload them here. I want to help them totally free, I called Rob Knox, and John Johnson but they did not listen to me at all.
I have 25 years experiences.