Purchased a brand new Horizon Elliptical through Dick's Sporting Goods. It arrived in a box with the entire front panel broken into several pieces. The sign on the outside of the box says to call Horizon, not Dick's, if there is a problem. So, I called Horizon. They were closed for the week of Christmas. Then I called back on December 29th, 30th, and 31st. I also sent emails on the 30th and 31st. They only allow you to leave messages and they say they will return your call within 24 hours. They also have a service that allows you to disconnect and they will call you back when your turn in line is up. They don't respond to the phone calls. As for the email, they send you a message just telling you to call them. So, around and around we go... DO NOT BUY ANYTHING FROM HORIZON FITNESS. Apparently I will never receive an elliptical that actually is in one piece unless I buy another one and eat the cost of this one. No ethics with this company!