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Warranty Service and Repair

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On Site Fitness Service is an authorized service center for a number of fitness equipment manufacturers, so where your machine is still covered the labor is billed to the manufacturer rather than to you. We have carried out warranty work across Texas since 2007, as part of more than 30,000 service calls in over 300 Texas cities.

On Site Fitness Service across Texas

  • 2007carrying out warranty work since
  • 30,000+service calls completed
  • 300+Texas cities serviced
  • 25commercial brands serviced

Our technicians are factory trained, which is what allows warranty labor to be performed and billed to the manufacturer. The same crew handles ordinary out-of-warranty repairs, so a room with some machines in warranty and some out of it is one visit, not two.

Manufacturers we perform warranty work for

We are an authorized service center for these manufacturers, and warranty labor and travel are billed to them rather than to you:

  • Core Health & Fitness — including StairMaster, Star Trac and Nautilus. The largest share of the warranty work we do.
  • Johnson Health Tech — including Matrix, Vision Fitness and Horizon.
  • Spirit Fitness — warranty repair and warranty diagnostics.
  • FreeMotion Fitness.
  • Icon — including NordicTrack and ProForm, common in apartment, hotel and home settings.
  • Echelon — including connected bikes and smart fitness mirrors.

Extended warranties and third-party plans

Not every claim goes to the manufacturer. Equipment sold with an extended service plan is often administered by a third party — Safeware is one we work with regularly — and the practical difference is only who authorizes and pays for the work.

If you are not sure whether a machine is covered, tell us the make, model and roughly when it was bought and we will find out before anything is quoted to you. That check costs you nothing and is worth doing: warranty terms on commercial equipment frequently run longer on frames and motors than on wear parts, so a machine can be out of warranty for one fault and still covered for another.

How long warranties usually run

Terms vary by manufacturer, by model and by where the equipment is installed, so the only reliable answer for YOUR machine is the one we check for you. The general pattern across the commercial brands we service looks like this:

  • Light-commercial settings — apartment and condo fitness rooms, hotels, corporate wellness rooms, HOA gyms — typically around 3 years.
  • Full-commercial settings — health clubs, municipal recreation, campus and public-safety facilities — typically around 5 years.
  • The rating of the machine matters as much as the room. Equipment built and warranted for residential use, installed in a shared or commercial space, is very often out of cover from day one. It is one of the most common reasons a claim is refused, and it usually comes as a surprise to whoever bought the machine.
  • Different parts, different terms. Frames and motors normally carry the longest cover, electronics and wear parts the shortest, so one machine can be in warranty for one fault and out for another at the same time.

How long a warranty repair takes

About two weeks end to end for a typical warranty repair that needs a part, and the steps are the same as any other job:

  • We get out to you, usually within 48 to 72 hours, to diagnose the fault and identify the exact part.
  • The claim is authorized and the part ordered. Parts normally arrive in 5 to 7 business days.
  • You go back on the schedule for the install. Where a part is available locally, or the fix needs no parts at all, it is quicker.

What warranty usually covers, and what it does not

This varies by manufacturer and by the specific terms of your purchase, so treat the following as the general shape rather than a promise about your machine.

  • Usually covered: manufacturing defects and premature failure of components such as motors, control boards, frames and drive systems, within their stated terms.
  • Usually not covered: ordinary wear items consumed by use — running belts and decks, friction pads, cables, upholstery — and damage from misuse, water or power problems.
  • Frequently misunderstood: a machine can be covered for one part and not another at the same time, because frames and motors typically carry longer terms than wear parts.
  • Not a substitute for maintenance: several manufacturers require evidence that equipment has been maintained to their published schedule, which is precisely what the report from a preventive maintenance plan provides.

Why maintenance records matter to a warranty claim

Commercial fitness equipment is built to ASTM F2276, the standard specification for fitness equipment, which requires manufacturers to supply maintenance instructions alongside assembly and operating documentation. Those instructions are the baseline a manufacturer will point to if a claim is questioned.

A machine-by-machine report is produced at every maintenance tier we offer, not only the top one. That dated record is the straightforward answer to "was this equipment maintained as specified" — and it is far easier to produce before a claim than to reconstruct afterwards.

How to start a warranty repair

Call 800-730-5802 or request service with the make, model and rough age of the machine, plus any error code on the display. We will confirm what is covered before quoting you anything.

Out-of-warranty work is handled by the same technicians — see equipment repair. Coverage runs across Texas, with no travel charge inside the Dallas-Fort Worth, Austin, Houston and San Antonio metros and a stated travel charge outside them.

Warranty Service FAQs

Which manufacturers are you an authorized service center for?

Core Health & Fitness (including StairMaster, Star Trac and Nautilus), Johnson Health Tech (including Matrix, Vision and Horizon), Spirit Fitness, FreeMotion, Icon (including NordicTrack and ProForm) and Echelon, including their smart fitness mirrors. Core Health & Fitness and Johnson Health Tech account for the largest share of the warranty work we do.

Does warranty work cost us anything?

Where the machine is covered and we are an authorized servicer for that brand, the labor and travel are billed to the manufacturer rather than to you. If the fault turns out not to be covered we tell you before doing the work, and it is quoted like any other repair — nothing starts without an approved quote.

How long is fitness equipment usually under warranty?

It varies by manufacturer, by model and by where the machine is installed, so we check yours rather than guess. As a general pattern across the commercial brands we service, light-commercial settings such as apartment, hotel and corporate rooms tend to run around 3 years, and full-commercial settings such as health clubs, municipal recreation and campus facilities around 5. Frames and motors usually carry longer terms than electronics and wear parts.

Does it matter that our machine is a residential model?

Yes, more than most buyers expect. Equipment built and warranted for home use, once it is installed in a shared or commercial space, is very often out of cover from the day it goes in. It is one of the most common reasons a claim gets refused. If you are buying for an amenity room, the commercial rating is worth more than the discount on a residential unit.

How long does a warranty repair take?

Around two weeks end to end when a part is needed. We are usually out within 48 to 72 hours to diagnose it, the claim is authorized and the part ordered, parts typically arrive in 5 to 7 business days, and then you go back on the schedule for the install. It is quicker where the part is available locally or no part is needed.

How do we know if our equipment is still under warranty?

Tell us the make, model and roughly when it was bought and we will check before anything is quoted to you. It is worth asking even on older equipment: frames and motors usually carry longer terms than wear parts, so a machine can be out of warranty for one fault and still covered for another.

We bought an extended warranty from a third party. Can you still help?

Yes. Equipment sold with an extended service plan is often administered by a third party rather than the manufacturer — Safeware is one we work with regularly. The work is the same; what changes is who authorizes and pays for it, and we deal with that side rather than leaving it to you.

Is normal wear covered under warranty?

Usually not. Running belts and decks, friction pads, cables and upholstery are consumed by use and are generally excluded, while manufacturing defects and premature failures of motors, boards, frames and drives are generally covered within their terms. The exact split depends on the manufacturer and your purchase terms, which is why we check first.

Can a claim be refused if we have not maintained the equipment?

It can. Manufacturers are required to supply maintenance instructions under ASTM F2276, and several expect evidence that the equipment was maintained to that schedule. A preventive maintenance plan produces a dated, machine-by-machine record at every tier, which is exactly the documentation that question calls for.

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