Complaints

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.

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had a esc go out on my 1/14 ARRMA Typhon grom blx and I have heard back from them but they yet have solved the issue

  Business Response

  Date: 07/30/2025

  Hello,
  
  The customer contacted us on 7/25/2025, reporting an issue with their RC Car. The ESC (that controls the motor) had intermittent failures, and had sustained wire damage as well.
  We replied on the same day asking for his shipping info as well as proof of purchase and pictures of the damage, which the customer supplied. 
  An order for a replacement ESC was placed on 7/29/2025 (order confirmation *******) and the customer was informed that it was on backorder and would ship out once stock arrives. The estimated date of arrival is Nov 2025. In the event we receive them sooner, they will ship out sooner.
  We regret the inconvenience caused  and thank the customer for his patience and hope to get his RC Car back up and driving as soon as possible.
  
  Regards,
  
  

  Customer Answer

  Date: 07/30/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23666413, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 and pre-ordered an RC Plane from Horizon Hobby and received the plane on 5-2-2025. Thew following day I made the plane ready to fly per the instructions and took it out to fly. On the third flight the plane lost power and crashed. I made contact with Horizon Hobby and they said I could send the plane in for inspection and see if they could find out why it crashed. I sent it into the HORIZON HOBBY LLC SERVICE CENTER, 2904 RESEARCH RD CHAMPAIGN IL 61822 in the middle of May for 80.00. I received confirmation that they had the plane from **** on 5-21-2025 and it was on a techs bench for repair. A day or so later I got an e-mail saying that I could get another plane for 52.00 because they could not find anything wrong with the broken one I sent in. I elected to do this option and sent e-mails in indicating exactly this on 6-5-2025, 6-10-2025, and 6-12-2025 that go unanswered. After multiple calls because I hear nothing back from them, I spoke many staff to include a person named ******* on 6-18-2025. I provided him my case number, and he said that he was sorry no one has gotten back to me and that from a customer service standpoint, Hoby Horizon will send me a new plane at NO COST, and it was scheduled to ship on 6-18-2025. Today is 6-30-2025 and I did not receive any plane. Today 6-30-2025 I called in and after a 90-minute hold time I talked to ***** who said sorry, I have no information in our system about any of this. ***** said the holdup is in the sales department and he doesn't know why there is an issue. He said that they didn't have any e-mails from me inquiring about wanting to elect to get a new plane for 52.00. He said that he will e-mail a sales guy and have them send me another e-mail to confirm what I want to do. I asked if I could speak to a supervisor, and he said there is no supervisor. I asked if I could pay the 52.00 on the phone now, and he said no, he doesn't handle money. I wish to have a new plane sent to me free of charge.

  Business Response

  Date: 07/03/2025

  Hello,
  
  We have reviewed all documentation related to this case and spoken with all agents involved and understand Mr ******** purchased a plane from us in early May and reported it crashed on it's third flight.
  
  The plane was sent in to our Service center where no fault could be found with it. The Service Center agent determined the cost to repair the plane would be around $200, but offered to replace it with a new one at a steep discount ($52 total).
  There was no logged record or agent statement of waiving this reduced charge.
  
  Given the time spent, in the spirit of customer service, we are going to replace the plane with a brand new one at no charge to the customer.
  We would like to thank him for his patience in this matter and for choosing our products in the first place.
  We hope things go better this time around and he gets to enjoy the airplane as intended.
  
  Best Regards,
  

  Customer Answer

  Date: 07/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23537143 and find that this resolution is satisfactory to me.  I appreciate Horizon Hobby's decision to replace the plane from a customer service standpoint, which is the correct decision for a dedicated customer. I will stand by and await the arrival of the new plane which I am hoping will be shipped immediately. I would like to thank the BBB for mediating this resolution. 

  *** ********

• Initial Complaint

  Date:06/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an Arrma remote control car from Horizon Hobby on Dec 8th 2024. For a few months, the toy operated as expected, and was likewise maintained according to the manufacturer's recommendations. A couple of months ago, the RC car abruptly stopped working while in use. It also started emitting a strong burning smell. Fearing a fire, I immediately unplugged the battery and reached out to [email protected]. I received exactly one response, from an employee named '*****' who asked me to reply back with a 'pic of the damage', the receipt, and shipping info. I responded immediately with the requested information but never heard back. It has been almost 2 months since horizon hobby responded. I have been following up weekly, as I promised my nephew I would get his Christmas present repaired soon. I would have honestly preferred that horizon hobby would have been more upfront and honesty about providing ZERO warranty support (specially considering that this was a potential fire hazard). I would have saved myself the time and money and instead looked elsewhere.

  Business Response

  Date: 07/01/2025

  Hello,
  
  We investigated Mr. ***** complaint and his statements are largely corroborated by our records.
  He sent provided requested documentation and followed up a few times, but our system never re-opened his case to alert our Agent to process it.
  
  We are looking into how this occurred, and it appears Mr ***** uses an email service that inserts the subjects name/identity for sorting purposes on his end. This means the email address and other code we use to track likely never worked since the email address is effectively changed during this process. The system he uses is neither rare nor obscure, and we are looking into how we can better connect customer communication when their reply comes from a such modified email address, as this mechanism is likely to grow in the future.
  
  We have processed his claim and have sent him communication directly, with hopefully an acceptable resolution.
  We regret the confusion caused and thank Mr. ***** for his patience with this issue.
  
  Sincerely,
  
  

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23532501, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  5/13/25 I purchased a wireless receiver (SPM9747) warranted by and distributed by Horizon.
  
  The purpose of the item is to train pilots to fly radio controlled aircraft. The receiver creates a wireless connection between the instructor (INST) and student pilot transmitters (TX) such that the INST can instantly regain control of the aircraft if the student loses control. The system is totally reliant upon the wireless connection between the two TXs.
  
  I used my SPM9747 receiver twice within 30 days of the purchase date and had problems with UNEXPECTED and FREQUENT connection breaks between the INST TX and the Student TX which made it impossible to train a student pilot due to the connection breaks which always resulted in the student losing control of the airplane, therefore, the instructor needed to take back control of the airplane. The receiver SHOULD NEVER HAVE A BROKEN CONNECTION.
  
  6/7/25 I submitted request for warranty claim with the expectation of returning the defective receiver I purchased and having a new one sent to me. There is a 1 year limited warranty that warrants the purchased product is free from defects.
  
  To date, I provided Horizon with the paid receipt and the video of the failure as they requested.
  
  Horizon's response to my compliance has been assigning me to a level 1 support rep who:
  1) will not address the questions I ask via E-mail, rather he goes off on a tangent and I can't keep the rep focused on the problem at hand.
  2) tried to diagnose a connection loss problem from a video & E-mail and told me there is nothing wrong with my receiver - CLEARLY THERE IS A PROBLEM WHEN THE CONNECTION IS BROKEN
  3) refused to call me to discuss the problem rationally
  4) provided me with a Horizon phone number that NO ONE WILL TAKE CALLS FROM
  
  Due to the hideous level of customer service and the total disregard Horizon has for its customers, I would like to return my receiver to Horizon for a FULL refund.
  
  I prefer to deal with reputable companies.

  Business Response

  Date: 06/24/2025

  Good Day,
  We have reached out to Mr ******, he has resolved his need through another product configuration and it seems to be working well for him.
  We are aware of the time and expense he has invested so far and have offered a resolution he indicated is satisfactory.
  Horizon Hobby would like to thank him for the patience he has shown working through this, and for choosing our products  in the first place.
  Best Regards,
  ***** *
  Horizon Hobby LLC

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23504374, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an Arrma Big Rock 223S RC truck for $374.49 on February 24, 2025, through ******. After minimal use, the ESC (electronic speed control) failed. This issue is widely known and documented across RC forums and *******, but Horizon Hobby continues to deny it.
  
  I’ve been in contact with their Product Support Team, specifically ***** *., Customer Engagement Specialist, for over a month. They asked for proof of purchase, photos, and a video, which I provided. Still, I’m told the ESC is out of stock and will ship when available.
  
  I’ve requested any compatible ESC, not just the original 223S. I even offered to accept one with higher amperage or without the DVC feature, just something that works with the stock motor. They refuse, repeating the same message with no solution.
  
  Meanwhile, my brand-new RC truck sits unused collecting dust. It’s unacceptable to sell a product with a known defect and leave paying customers in limbo. Some believe this is tied to pushing Horizon’s own branded battery, which supposedly avoids this issue.
  
  What would you like the business to do to resolve this issue?
  I am requesting that Horizon Hobby either:
  
  Send me a compatible, working ESC, or
  
  Refund me for the defective product.
  
  I’ve cooperated fully, sent all required documentation, and been patient. I just want to use the product I paid for.

  Business Response

  Date: 06/23/2025

  Hi ****,

  
  We regret to hear you've been waiting on a part for your RC Car for a few weeks now.
  The last few months have been challenging trying to keep everything in stock amidst global trade uncertainties coupled with shifting consumer demand.
  
  ***** is working on getting you the appropriate ESC for your car and we expect an urgent shipment of parts to arrive within a few days that should get you up and running with a fully functional vehicle car that includes all the features you paid for.
  
  Please accept our sincere apologies and we hope to better serve you in the future. In the meantime we will be in touch with you directly in the course of this week.
  
  Sincerely,
  
  

  Customer Answer

  Date: 06/23/2025

   I am rejecting this response because:
  
  
  I do not accept the response made by the business.

  Despite purchasing my Arrma Big Rock RC truck on February 24, 2025, and providing Horizon Hobby with all requested documentation (proof of purchase, photos, and video), I have been waiting over four months for a replacement ESC. I’ve been in contact with ***** *. from their product support team, who repeatedly gives vague replies stating the part is out of stock with no solid shipping date or resolution.
  
  Their most recent reply again avoids accountability and fails to offer a real solution. I’ve requested any ESC that is compatible with my motor — even a substitute with higher amperage — and they continue to delay with generic excuses.
  
  The RC car has been unusable since day one, and I feel this situation is being dragged out while Horizon avoids admitting the ESC issue that many other customers are also reporting online.
  
  At this point, I respectfully request either:
  
  Immediate shipment of a compatible, working ESC
  Or a full refund for the defective product
  Otherwise, I will be forced to escalate the matter with ****** and my credit card provider for a chargeback.
  I appreciate the BBB’s help in pushing for a real solution.
  
  
  

   

  
  

  Business Response

  Date: 06/26/2025

  Our expedited shipment of replacement ESC's is tracking to arrive on Monday, but as Mr ******* has indicated a more urgent need for the part, we have pulled one from a new vehicle and are sending to him.
  It will be a brand new esc (without the packaging) shipping within 24 hrs to him, and we will directly email him the tracking number once its on the ***** truck.
  We'd like to thank Mr ******* for his patience in the matter,
  Sincerely

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23498409, and even though they are sending me the same defected part according to other customers online, i will try it and hope it fixes the problem. Thank you BBB for all your help. 

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an Athearn Genesis ATHG82231 GP9 Louisville & Nashville locomotive from Lombard Hobbies in Lombard, Illinois. Lombard Hobbies is a large dealer of Horizon Hobby train products.
  The Genesis series is Athearn's top tier train, and the purchase price was $160.00.
  
  Given that this is Athearn's top series, I was shocked to see that Horizon Hobby released this model with a known defect. There is a note included in the box that indicates the GP9 has a front error manufacturing defect resulting in the number boards being highly compressed. Rather than having this defect fixed by the manufacturer or lowering the cost on this particular model, a set of decals is included that the buyer has to install. This is unacceptable. This is a $160.00 train, and I have no experience putting decals in place.
  
  I would like to request that Horizon Hobby provide me with a pre-paid shipping label that I can return this locomotive to their Repair Department and have someone with experience put these decals in place at no charge to me. I believe this is a fair request given that this is a Genesis series locomotive and should never have been delivered this way in the first place.

  Business Response

  Date: 06/05/2025

  Hello,

  
  We are always concerned to hear one of our Athearn customers has received a product that does not match their expectations.
  There are a few avenues through which trains may make it to market, and with the stated purchase price being significantly below the MSRP, we would need some additional verification from the customer, Regardless, will work with him to make sure his locomotive fully represents what he purchased.
  We have no record of contact from him over this issue and will be reaching out directly to him via email to start the process on a resolution.

  Best Regards,

  Customer Answer

  Date: 06/06/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23398798, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an ARRMA Granite Voltage RC vehicle from Horizon Hobby that came with a 2-year limited warranty. Within the warranty period, the vehicle developed a defect with the speed controller (ESC/RX). I submitted proof of purchase, a video of the defect, and all requested documentation to Horizon Hobby’s product support team.
  
  Their support representative confirmed that the ESC/RX is defective but also stated that the part is discontinued and unavailable. Despite acknowledging that the product cannot be repaired or replaced, they have refused to issue a refund, provide a comparable replacement, or cover return shipping.
  
  Instead, they continue to ask me to ship the defective item to them at my own expense without offering any clarity about what they will do once they receive it. I have followed all of Horizon’s procedures in good faith, but they have ignored several follow-up emails and have not offered any reasonable resolution. This has caused me unnecessary expense, delays, and frustration.
  
  I am requesting a full refund or a comparable replacement vehicle to resolve this matter.

  Business Response

  Date: 05/13/2025

  Horizon Hobby has contacted the customer and offered a solution that they are satisfied with (Ref *******).

  Customer Answer

  Date: 05/13/2025

   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.

• Initial Complaint

  Date:04/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered a tekno et48 2.2 race competition rc race car . The shipment was left outside my property and was stolen. Horizon refuses to replace which I understand is there policy .. ***** is asking me to get a claim waiver form from shipper so they can refund me directly . Horizon hobby is refusing to do so . I’m asking horizon hobby to
  1. replace product 2. Refund product or 3. Send me a waiver so ***** can refund me directly. I would like a resolution on this issue quickly.

  Business Response

  Date: 04/24/2025

  We understand that ***** often provides a standard response suggesting the shipper—Horizon Hobby in this case—should file a claim. However, that advice isn’t one-size-fits-all. Each company has a unique agreement with ***** outlining what circumstances do or do not qualify for a claim.
  In our case, when tracking is provided at multiple stages—pre-shipment, scheduled delivery date, day-of reminders, and delivery confirmation with GPS and a photo that matches the delivery address—***** considers the shipment successfully completed. Under our contract, claims in these scenarios are not honored.
  Ultimately, customers know their property and neighborhood best. If there are concerns about package theft, we strongly encourage setting up a secure delivery location, installing a dropbox, or ensuring someone is available to retrieve the package promptly. In this instance, the delivery driver encountered a closed gate and had no access to your property. With no secure alternative, they left the package at the gate—the only available option.
  This was a valuable shipment, and we completely understand how upsetting it is to lose something like this. From our end, every effort was made to ensure a successful delivery, but the final step—securing the package after it’s dropped off—is outside the control of both Horizon Hobby and the carrier. Drivers can only hope recipients are actively watching tracking updates and are prepared to retrieve the item quickly when access is limited.
  We sincerely regret the outcome and are still willing to file a claim, even if we know it will likely be denied under our contract. If anything changes and the claim is approved, we will absolutely take care of replacing or refunding your order. This has been communicated directly to our customer via email. 
  

  Customer Answer

  Date: 04/24/2025

  I understand, however the product was not dropped on my property it was outside my gate which made it very easy for someone to pick it up. They should have never left a 750.00 dollar item outside my property that's ridiculous. Horizon hobby, should have shipped this package with signature request upon delivery to ensure I got it. Its very misleading to have a ***** product shipped for free which is enticing to the customer yet we have no protection, that makes no sense. I have a race that I was going to in 4 weeks and wanted to dial my car in. Horizon has not sent me any emails regarding this manner or provided a waiver so that I could take on ***** if they wish not to represent me. This is very frustrating situation. 

  -***

  Business Response

  Date: 04/28/2025

  This is a most unfortunate situation. We do supply tracking updates so you can be prepared for the delivery and know within hours of when it will arrive. If no where else is provided to secure the package, it will be left and right outside the gate is still your property. That said, we do understand how upsetting this must be. We did our part to avoid this with all the delivery notifications sent. We can't give a waiver number as we can't get one. Here is the number for the claim we filed and if it is paid, we will refund this customer. ***********

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:  ***** states that I confirmed the delivery which I did not do, they dropped the package outside my property outside my gate is not my property. can you please give them these facts. 
  
  
  

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Radio Control plane from Tower hobbies /Horizon Hobbies on 3/11/25 . The plane was supposed to be ready to flight when purchased, when it arrived and after assembly the planes motor would not function after trying numerous troubleshooting step the flight control would not function either. I have contacted Horizon hobbies and tower hobbies numerous times only to be lied to and given the runaround.

  Business Response

  Date: 04/21/2025

  Hi ****,
  
  We see where you contacted us a few times and  our Support agents who is very familiar with your RC model were able to answer your questions, and we replaced some parts that you reported not working at no charge.
  In any event, we are contacting you again directly today to request a good time to call you tomorrow and address any issues or questions you may have.
  
  Regards

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought a brand new arrma fury. Car malfunctioned due to a bad controller cannot reach this business and they ignore all emails. $330 spent to receive no customer support or resolution. I want my money back or a resolution to this issue. I was struck by this car when i was trying to link the controller as it went into full throttle as I was linking it per their manual.

  Business Response

  Date: 03/05/2025

  Hi ****,
  
  We can confirm we received your email indicating you had an issue linking your RC Car with it's Controller.
  A technical support agent has replied to you in an attempt to help resolve the issue. 
  Please check your inbox, and we can communicate via email or, we have a phone number from this BBB complaint that we're also calling.
  We hope to help get you up and running as soon as possible.
  
  Regards,