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In Delaware Serving New Castle, Kent and Sussex Counties

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Horizon Services, Inc.

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Phone: (302) 762-1200 Fax: (302) 762-9036 View Additional Phone Numbers 320 Century Boulevard, Wilmington, DE 19808 http://www.horizonservicesinc.com

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Description

This type of business offers residential plumbing, heating, air conditioning and drain cleaning services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Horizon Services, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Horizon Services, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 54 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

54 complaints closed with BBB in last 3 years | 22 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 9
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 36
Total Closed Complaints 54

Customer Reviews Summary Read customer reviews

45 Customer Reviews on Horizon Services, Inc.
Customer Experience Total Customer Reviews
Positive Experience 41
Neutral Experience 2
Negative Experience 2
Total Customer Reviews 45

Additional Information

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BBB file opened: May 03, 1995 Business started: 01/01/1985 in DE
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Licenses, Division of Revenue
820 N. French Street, Wilmington DE 19801
http://www.state.de.us/revenue
Phone Number: 302-577-8778
Fax Number: 302-577-8203

New Castle County Government
87 Read's Way, New Castle DE 19720
http://www2.nccde.org/landuse/HomeImprovements/default.aspx
Phone Number: 302-395-5582
LandUse@nccde.org

Type of Entity

Partnership

Business Management
Mr. Mark Aitken, Vice President Mr. Dave Geiger, President
Contact Information
Principal: Mr. Mark Aitken, Vice President
Related Businesses
Horizon Services, Inc. Horizon Services Pennsylvania
Business Category

HEATING & AIR CONDITIONING WATER HEATERS-DEALERS WATER SOFT & COND EQUIPMENT SERVICE & SUPPLIES AIR CONDITIONING REPAIR AIR CONDITIONING SYSTEMS-CLEANING HEATING EQUIPMENT & SYSTEMS CLEANING & REPAIR AIR PURIFYING & CLEANING SYSTEMS & EQUIPMENT AIR CONDITIONING SUPPLIES & PARTS HEATING EQUIPMENT SEWER PIPE WATER HEATERS-PARTS & SUPPLIES AIR CONDITIONING & HEATING CONTRACTORS - RESIDENTIAL AIR CONDITIONING CONTRACTORS & SYSTEMS DRAINAGE CONTRACTORS HEATING CONTRACTORS PLUMBING CONTRACTORS PLUMBING DRAINS & SEWER CLEANING SEWER CONTRACTORS VENTILATING CONTRACTORS WATER HEATERS-REPAIRING

Industry Tips
Contracts Heating & Cooling Your Home

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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BBB reports on known significant government actions involving business' marketplace conduct.

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Additional Phone Numbers

  • (302) 221-3511(Phone)
  • (302) 368-8585(Phone)
  • (302) 369-9003(Phone)
  • (302) 442-7607(Phone)
  • (302) 472-5111(Phone)
  • (302) 478-1480(Phone)
  • (302) 652-1256(Phone)
  • (302) 658-2024(Phone)
  • (302) 658-6010(Phone)
  • (302) 658-7311(Phone)
  • (302) 724-6243(Phone)
  • (302) 733-0239(Phone)
  • (302) 734-1700(Phone)
  • (302) 762-1243(Phone)
  • (302) 762-2190(Phone)
  • (302) 762-6647(Phone)
  • (302) 762-7230(Phone)
  • (302) 762-7596(Phone)
  • (302) 762-9014(Phone)
  • (302) 791-9744(Phone)
  • (302) 798-1363(Phone)
  • (302) 798-3045(Phone)
  • (302) 798-6221(Phone)
  • (302) 984-1413(Phone)
  • (410) 385-2070(Phone)
  • (410) 398-9965(Phone)
  • (410) 620-0068(Phone)
  • (410) 885-2070(Phone)
  • (410) 885-3505(Phone)
  • (410) 885-4219(Phone)
  • (609) 526-3098(Phone)
  • (610) 259-5333(Phone)
  • (610) 259-8958(Phone)
  • (610) 359-1506(Phone)
  • (610) 363-1506(Phone)
  • (610) 363-5147(Phone)
  • (610) 444-6114(Phone)
  • (610) 446-0808(Phone)
  • (610) 522-8582(Phone)
  • (610) 525-0816(Phone)
  • (610) 527-6363(Phone)
  • (610) 565-1942(Phone)
  • (610) 566-0831(Phone)
  • (610) 642-0900(Phone)
  • (610) 644-0816(Phone)
  • (610) 644-1025(Phone)
  • (610) 644-2135(Phone)
  • (610) 644-4850(Phone)
  • (610) 644-4888(Phone)
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  • (610) 696-0978(Phone)
  • (610) 853-1920(Phone)
  • (610) 933-0704(Phone)
  • (856) 202-8500(Phone)
  • (856) 288-1751(Phone)
  • (856) 318-2597(Phone)
  • (856) 726-0100(Phone)
  • (610) 565-2545 (Fax)
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Complaint Detail(s)

5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We called the CSR of the *** ******* ** ******* office and asked for a plumber to come to install a toilet. We clearly stated that the toilet had been purchased at a nearby Home Depot and would have to be picked up from that location. The plumber arrived at the appointed time on Sept. 22, 2013. However, he stated that it was not Horizon policy to get material from another location and he refused to get the toilet. He then demanded full payment for arriving at our home at the appointed time, $54.97. We told him that this was unethical since we had told the CSR of the toilet's location. He refused our complaint and demanded to be paid. Under protest, we gave him a check for $52.97. This was coercive and deceptive on the part of the Horizon representative.

Desired Settlement: Refund

Business Response: Summary of Business Activity:
MTD Transactions: 9,335
YTD Transactions: 44,685

We would like to apologize for our misunderstanding and thank you for bringing this matter to our attention.

When the homeowner originally spoke to our Customer Service Representative she misunderstood his request and noted that he already had the toilet in his possession that he wanted us to install. Thus, the technician arrived at the residence under the impression that the toilet was “customer supplied”. Unfortunately, it was not.

It is against our policy to purchase equipment from third party retailers on behalf of a customer as we would not be able to provide a warranty for them.
 
As a result of this misunderstanding we will be refunding the homeowner their dispatch fee as requested. Again, we apologize for any inconvenience this may have caused.

Consumer Response:

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. 

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 6, 2014 I contacted Horizon to snake out my sewage main on a rental property that was backed up between the clean-out in the front yard and the street but they were booked until the morning of January 7. I agreed for them to come out then and to call me when they did. On January 7th I was working on the same street and around 10:00 a.m. started to wonder why they haven't called me so my employer drove me up the street to find a Horizon van parked in the driveway, when I walked up to the house to check up on things I found the technician was running the snake from the clean-out INTO the house and asked him what he was doing with possibly an added explicative. He admitted to the mistake and we talked for a few seconds about the damage it could have caused and I said he better not have run through my internal clean-out cap which was straight in line with the main. I Immediately knocked on my tenants door and asked them to check the toilet upstairs to see if it was broken while I checked the downstairs shower and toilet which were unharmed. At that time we guessed the tech had run the snake up my vent pipe to the roof so he backed the snake out and ran in the correct direction towards the street. I thought everything was well and good at this time until the evening of February 9th when I went over to visit the property only to find out that starting few days after Horizon had left the house it had taken on a stench of sewage. I called horizon at 6:10 a.m. February 10 about the problem but they apparently weren't open and they said they would call me back within the hour. They did not I called back at 8:10 a.m. and made an appointment to meet a technician at the house at 11 o'clock that day. I explained to everyone the problem was that the crawlspace was filled up with a foot of raw sewage 30 x 30 feet due their due to their technician busting through my clean-out cap which allowed everything to drain into the crawlspace for the last month, instead they sent out someone to snake out the drain line again who put me on the phone with one of their supervisors that refused to take any responsibility for it and they said they had no way to pump out a foot of raw sewage anyway. I told them I would seek legal counsel on this matter and get the raw sewage pumped out. In order to get the sewage removed, the first step was to replace the cap they had knocked out to keep it from refilling, after that I was able to pump it down to a thick layer of pure poo. on my fourth phone call to horizon that day at 3:50 p.m. they said they would transfer me to the correct department for this problem in which I got a recording saying that they would contact me within 24 business hours that I assumed to be three days. I didn't hear back from them next day so I called them at 4:47 p.m. in which they said they would try to call me back tomorrow the 12th which they did at 12:55 p.m. making arrangements for a cleanup crew whom contacted me at 1:43 p.m. scheduling an appointment for February 14 at 10 a.m. which was delayed because of weather until noon but they didn't show up until 2:00 p.m. and they never called me when they arrived as agreed upon. I found them there late in the day after I got off work same with the February 17 when they came back without any notification. With all the time spent on this I assume that the problem was taken care of, my mistake. In going back into the crawl space March 4th I found the whole perimeter of several feet covered and the sump pump pit filled with sewage still. I called Horizon about this and they finally got back to me on the sixth at 4:15 p.m.telling me to call Serve Pro, (the cleanup company), who have left me out of the picture the whole time - so I did and got an appointment for March 14 in which we did a crawl space tour and was assured that they would finish cleaning it correctly, and I requested that they call me when they start the job which didn't happen again. During this whole ordeal in my conversations with Horizon they've refused to take any responsibility for what they did, when they arrived at my house by sewage system had complete integrity, sewage was backing up out of the shower downstairs, this could not have happened if you're missing a clean out cap at a lower level as in the crawl space. I requested they talk to the technician that they had out the first day snaking, they said they did and he denied sending the snake into the house. I told them that he was not being honest and to ask my tenants, to which there was a house full of at the time about me to requesting them to check to see if the toilet and shower had been busted out from him sending the snake inside which they never did. on March 17 a Horizon rep told me she had a recording of me stating that I said that I didn't know how the cause of the sewage breach. I don't like being lied to, so I would love to hear this recording and I would also like them to check with my tenants and the investor I worked for that day that was informed of the technician snaking the wrong direction on the spot. During this conversation I requested $240 for six hours work of my time pumping out the sewage that they were in denial of and replacing the clean-out cap. When I checked up on the house about a week ago my tenants told me that they still occasionally smell sewage but there is absolutely no leakage of any of the plumbing. Every time I think of how they treated me and my tenants or I see one of their commercials where they say they leave the house cleaner than when they get there is a literally a bunch of crap that makes me sick. I admit to making a couple of mistakes, calling Horizon in the first place, and not seeking legal advice immediately when I found out what they had done. The statements they have given me make me out to be a liar about this incident but they've never checked up with my tenants or employer to find what the truth is. the truth is either the technician is lying, probably to protect his job, or more likely the company is lying to protect themselves from any liability. I wonder what they would do if they were in my shoes.

Desired Settlement: I would like an apology for what they put me through, meaning taking responsibility, and $240 for my time and effort cleaning up and repairing their mess.

Business Response:  Summary of Business Activity:
MTD Trasactions: 9,335
YTD Transactions: 44,685

We would like to apologize to the customer for any inconvenience he may have experienced. However, after completing our due diligence regarding this concern we believe we have made every justified effort possible to assist the customer.

On January 7, 2014 we made a service visit to the residence to clear a main drain. After clearing the drain and thoroughly inspecting the job, our plumbing technician left the home in working condition with no issues.

Over a month later, on February 10, 2014, the customer called again and stated that during our original service call that our plumber had popped off the drain’s cleanout cap which caused the home’s crawlspace to flood with sewage.  He claimed the sewage had been flooding the home’s crawlspace for over a month.

As a result of his concern, we confirmed the layout of the plumbing in question and found that the drain’s cleanout cap is level with the concrete of the surrounding area.  Thus, we cannot take responsibility for the cleanout cap “popping off”. If our plumber’s snake traveled back into the home as claimed, the cap would have broken off, of which it had not.

Despite not causing the primary sewage flood, we extended the customer a one-time courtesy to have ServPro clean up the home as a token of our appreciation for his business. At the time of ServPro’s visit, the customer did not come to the residence to oversee or confirm the clean-up project. Two weeks later, the customer called again to state he was not satisfied with ServPro’s job. We provided the customer the contact information to ServPro. We were met with hostility from the customer.

We believe we have done everything in our power to assist the customer and have at this time exhausted our efforts.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There is very little truth in anything that Horizon has responded to.  Had the technician thoroughly inspected the job originally he would've found be clean out  cap knocked out, forgive me if I use the word popped at some time, it does seem to minimize how bad this problem really was. They complained about how long it took me to contact them after the original service, I contacted them within hours of finding out about the problem and they didn't respond back as they said they would.  I'm sure it would have been to everyone's benefit had my tenants contacted me earlier, but they didn't. If the Horizon were to contact my tenants as they did the day of the original service when they were supposed to contact me they could verify when the smell started, and if their technicians sent the snake into the house as I claim they did, also to which my employer is witness and I will be more than happy to give Horizon their phone numbers.

By Horizon: As a result of his concern, we confirmed the layout of the plumbing in question
and found that the drain’s cleanout cap is level with the concrete of the
surrounding area.  Thus, we cannot take responsibility for the cleanout cap “popping off”.     

That statement makes absolutely no sense.  Firstly the drained cleanout is not level with the concrete of the surrounding area and for that being a reason for not taking responsibility for it is as good as saying it was because of there were clouds in the sky.

 

 

Business Response: At this time, we are unable to do anything further for this customer. We always perform our due diligence and work extremely hard with each customer to better understand their situation and what we can do to resolve any issues. We have extended the customer a one-time courtesy, but unfortunately, we will be unable to service any of his properties moving forward as our professional experience was not valued.

For reference, we have attached a photograph of the clean-out cap in question which is level with the concrete.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2013, I purchased a condominium located at **** ****** **** ***** ******* ********* for my son to use for 4-5 years while pursuing a PhD at UD. On January 5, 2014, we learned of a plumbing/heating issue which rendered its furnace inoperable, and therefore the unit uninhabitable until corrected. We contacted Horizon Services, not knowing anyone in the area. They advised on January 6 or 7 that the repairs required the ordering of a part, available in 3-5 working days. That was later revised to 5-7 working days. Around January 15, I sought a status report. I was advised that the part had to be manufactured, and that would take about 3 weeks. It is still unclear when Horizon learned that the part needed to be manufactured. What is clear is that they never contacted me to so advise. I was surprised, wasn't pleased, and indicated that I wasn't sure we could wait that long. Instead of apologizing for that failure, the technician I spoke to indicated that he needed to know if I wanted to cancel the work order, as his superiors didn't want to have a part that they couldn't use. I indicated that I need to check into options given that development, and that I would call to cancel within 2 days if that was the decision. I did not then or at any time say or do anything to cancel that order. Any suggestion to the contrary is completely false. Given the winter weather, no one could speed that up. I therefore waited the 3 weeks, and called again, only to learn that the order had been cancelled, apparently around January 15. In addition to that call, I placed 2 others over the next 4 business days. None have been returned. There has been NO attempt on Horizon's part to address this, even by the company VP to whom I wrote. And, after waiting over 10 weeks to get this fixed, we learned that the part that Horizon supposedly ordered was wrong, and the right part had been in stock the whole time. Fortunately, my son could live at home during this mess. Much bigger mess if that wasn't the case.

Desired Settlement: I expect that Horizon will remove my name from its mailing list. I wish for an explanation as to why my telephone calls were ignored. I wish for an explanation as to how the technician could have so badly misdiagnosed the problem. I suggest that Horizon's BBB rating be reviewed and adjusted, as I can't believe that my experience is isolated and/or unprecedented. I don't want an apology at this point, as I would view that as meaningless. I wish for this complaint to be available to the public.

Business Response: Summary of Business Activity:
MTD Transactions: 9,335
YTD Transactions: 44,685

We believe there was a misunderstanding regarding our process for ordering specially manufactured parts, and for that we do apologize.

As part of our policy regarding these types of parts, we must always receive a confirmation from the customer before a work order is created, committing to purchase the part. In this case, the customer expressed that he was unsure about ordering the part and would contact us within two days to confirm his parts request. We did not hear from the customer within that time frame and thus the work order was indeed cancelled.

Unfortunately, we believe the customer thought the part was ordered unless he was to cancel the request. We are unable process orders of this nature in this way. If a customer decides later that they do not want the part we would have no further use for it and thus we must confirm a commitment to purchase before having any part specially manufactured.

We have removed your contact information from all mailing lists as per your request.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 Having reviewed the Horizon Services response, I must advise that I view it as a highly sanitized version of the operative events, one both entirely self-serving and at the same time unresponsive to much of the items of which I complained.  And it makes no reference to the rather detailed conversation I had with a Horizon representative after my complaint was forwarded for response.


Let me start by noting that Horizon’s response suggests that there was some misunderstanding on my part about whether I wished for the part to be ordered, thereby implicitly transferring responsibility for next happened to me.  The response completely ignores the events, controlled entirely by Horizon, which led to the conversation that it limits its response to.  I remind Horizon that the conversation in question occurred because I had to call them seeking a status report, since I had heard nothing from them regarding the ordered part.  I was stunned to learn that the ETA for the part was three weeks, a fact they had never bothered to communicate to me in the intervening 10-14 days, a fact that Horizon conveniently ignores in its response.

My sole objective was to see restoration of heat to that unit.  I would have had to be out of my mind to have ended that conversation with any, ANY, impression created that I wanted that ordered cancelled.  Horizon has instead seized upon an honest statement that I did wish for the heat to be restored ASAP, and that I did need to satisfy myself that it couldn’t be accomplished any faster than what they were telling me.

One of the problems with the complaint filing system is that I had to redact much of the detail I wished to include in my initial complaint because the space allotted to make that complaint is seemingly character limited.  I wasn’t so limited in the telephone discussion I had with the Horizon representative.  I that discussion, I not only made that point to its representative, but also shared much more about that conversation than I could include in my initial complaint.  Perhaps I’m not now so limited, so take the opportunity to elaborate.

Part of that conversation was an assurance that I was unlikely to find any HVAC contractor that would have the part in stock, because Horizon had the best supply of parts of any such contractor in the area, and that no one could get the needed part any faster than they could.  Given those statements, and my sole objective that I needed heat restored ASAP, I would have had to be completely daft to have permitted that conversation to end with any hint that I wished for the order to be cancelled.  What instead happened was that I expressed the need for heat to be restored, and given that Horizon had not seen fit to advise of the delay, I needed to explore, and quickly, other options.  I expressed the view that I thought that reasonable under the circumstances, but understood the concern about a part be delivered to Horizon for which it might have little use.  I note in passing that Horizon was contacted because I was advised that it regularly serviced the units in this community, was therefore familiar with these types of units, and would be a good choice.  I therefore find suspect the claim that Horizon would be stuck with a part for which it would have little, if any, use. 

Having briefly digressed, the understanding was, in the clearest of terms, that I was NOT authorizing or directing that the order was to be cancelled.  To the contrary, neither was to occur unless I, within 1-2 days, so advised.  Horizon’s technician and I were completely on the same page on that point, he understanding my frustration at Horizon not extending the simple courtesy of advising about the delay referenced previously.  Any suggestion to the contrary is, as noted above, not only a self-serving revisionist version of the facts, but ignores the fact that this was shared with the Horizon representative in our discussion.  And it ignores the initial problem that Horizon didn’t call to advise of the delay to begin with.  The suggestion that this was somehow my fault is not only patently and completely absurd, and a distortion of what occurred, but completely disingenuous given the intervening conversation between Horizon and me referenced above.

Nor does this response begin to address the apparent fact that the part that Horizon was the wrong part to begin with.

I professionally live in a world where people seek to blame others for their own failings.  It’s perhaps a personal failing that is only escalating.  I have no reason to push this further.  I have no plans to sue Horizon for the losses it has created for my family.  It’s not cost effective to do so from a time perspective.  Nor did I place any demands of that nature in my discussion with Horizon.  I did, in that discussion, express the view that Horizon’s performance represented a systemic failure, despite the protests that they had systems, procedures and protocols in place to protect, two and three times over, against such a failure.

The response to my complaint does not begin to address the concerns in my complaint, distorts the operative facts, and completely ignores the content and tone of what was expressed to me in that conversation with the Horizon representative.  I am completely dissatisfied with the response, and that much more determined to pursue this matter.

Business Response: Summary of Business Activity:
MTD Transactions: 9,335
YTD Transactions: 44,685

We have been attempting to discuss this situation with the customer yet he has not been fully receptive. Our manager has reached out but has been denied the opportunity to advance the process. We will continue to try and await the customer’s ability to speak with us.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 I  am  in  receipt  of  your  most recent  electronic  message  regarding  the  above  referenced complaint. Since I am unable to discern from your website how to next proceed, I have no choice but to forward this letter to you via certified mail to express my continuing concerns about how this matter has been processed. Please note that I have copied the party against whom this complaint has been filed to ensure that it is received by all interested parties.


I start by noting that the complaint that was filed was fairly lengthy. It was not, however , as lengthy as I would've liked to have made it, as the electronic means by which it was to be submitted limited the number of characters that one could contain within the text of the complaint.


The reply to the business's response was not so limited , however, and I think all concerned can agree that my concerns were detailed and numerous.

To date, the response has suggested only two points. First, that there was a misunderstanding , which I believe you will note from my response is categorically rejected as pure fiction . Second, the business has reached out to this office and claims that I am "unreceptive" to this business's efforts.


What the Better Business Bureau and the business seems to have completely ignored is tbat my original complaint sought a series of things, none of which have occurred. Indeed, they haven't even been addressed , either in writing or by telephonic means, by the business. To itemize, and this is by no means an  exhaustive list of issues that have been completely unaddressed, independent of my rejection of the fiction  that has been offered , is that there's been no explanation given as to why I was not extended the courtesy of a response to any of my three telephone calls or letter. There. has been no explanation as to why I wasn't called when Horizon concluded that the part needed to be manufactured, resulting in a three week delay. There has been no explanation given to me as to how the technician who first appeared on site .could have so badly misdiagnosed the  problem,  a  significant consideration given that   misdiagnosis ultimately led to all the delaysthat transpired thereafter. There has been no explanation given as to  why  it required  a  complaint  with  the  Better Business Bureau  to receive even . a  cursory response to my inquiries and concerns. This from a company that has emblazoned on the side of all its trucks the phrase "satisfaction guaranteed".

Yet I find that because of the e cryptic responses to the Better Business Bureau that I can only assume e well rehearsed by this company, your organization has concluded that they have made a good faith effort at attempting to resolve this.

You are correct that I'm dissatisfied with how 'this matter has been addressed. There has been no explanation given thus far as to this fiasco other than that there was some- supposed "misunderstanding". That explanation ignores so many of the other concerns that have been expressed throughout this process. It is this type of meaningless response that does nothing but inflame this situation. In my estimation, there has been no effort whatsoever at addressing my concerns other than to attain the closure of this complaint, which has apparently been accomplished.

I revert to a prior topic in terms of what I asked to see accomplished when I filed my original complaint. In that request, I asked that this matter be made available to the general public to protect them from experiencing the same lack of care and concern that has been demonstrated throughout this dispute. Yet when I visited the Better Business Bureau's site regarding this company, I find no mention of the complaint that I filed on April 10, despite the fact that other complaints filed against this organization subsequent to that event find their way onto that site. Recognizing that there may be a Better Business Bureau policy at play, I asked that that be provided to me for my assessment.

I emphasize again that I have asked for nothing from this company other than explanations; and from the  Better Business Bureau anything other than that my concerns be made public.  In return,
I have received nothing other than a suggestion which I flatly reject that insinuates that I in some
part am to blame for but one portion of the overall concerns previously raised. To be certain that all receiving this letter are completely clear on this point, that is but one part of my objections to Horizon's conduct in this matter, and my response to that one consideration is, as repeatedly noted, utterly rejected as pure fabrication.

If nothing else, I ask that the Better Business Bureau advise as to what I can do at this point in time to pursue a review of how this file has been handled. Had anyone taken the time in this matter to take my.concerns seriously, to address some of e simple questions that were outlined above and in the initial complaint, I seriously doubt that I would be taking the time out of my schedule to push this further. I trust by the tone of this letter, all concerned will Understand  my dissatisfaction merely grows with each passing day and event. 

I will mark my calendar for 10 business days following the date of this letter to look for a detailed response to the issues outlined above Absent that, I guess will be forced to find some other permissible way of making my views known as to how this complaint, and the events leading to it, have been handled.

Business Response: Summary of Business Activity:
MTD Transactions: 9,335
YTD Transactions: 44,685

Dear *** ***** thank you for taking the time to speak with our Human Resources Manager regarding the issue you experienced with Horizon Services. We deeply value your relationship with Horizon Services and are committed to providing you with the highest level of service.

As expressed during the call, we apologize for the current situation, your frustration, and any additional issues this misunderstanding has caused.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  Please let us know what you consider to be a reasonable resolution and we will assist in the matter.  

Additionally, if you have any questions, please do not hesitate to call our Human Resource Manager.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had a service agreement with Horizon for a few years now, in Feb of '13 they responded to my residence to conduct an inspection and servicing of my gas furnace that is located in my crawl space of my residence. They advised that I needed a part for the blower motor, I had them replace same. It was given a good bill of health and there was no other reported damage to the system. In June of '13. My crawl space flooded due to my sump pump failure, I put a claim into my insurance company. I was really concerned about my HVAC system because of the possible water damage. The service member responded to my residence and looked over my HVAC system, he was on scene at my residence for no more then 10 minutes. He advised that the HVAC system did not have any damage and was in good working order. The winter months started and I started using my heat, I was still on a service contract and Horizon contacted me in the middle of March(14) and advised that they were sorry that they could not get to my residence sooner this year because they were busy this winter. I set up a scheduled time on 3-31-14. I later discovered that my wife(pregnant) had a doctors appointment that day and needed to re-schedule, I called a week before and rescheduled for Friday(3-28-14), I recieved a phone call that Thurday night adviseing that they could not get to my appointment because they did not have enough workers that day. I re-scheduled for 04-1-14 after 3:30pm, I was called at 3:15pm and advised that my worker was on his way to my residence and would be approx. 20 minutes.... He pulled up to my house at 4:55pm. This was almost an hour and a half later.(their commercials state if they are late then the work is free). Ok.. on to the issue, The worker was in my crawlspace for approx. 30 minutes, and then went to his truck, he then came inside my house and advised that there was a major issue with my furnace( the heat exchanger was rusted out and split) He advised that this is a major issue and needed to shut the gas service down to the furnace because of possible Carbon Monoxcide poisoning. I even had to sign a release form stating that they are not responsable if the furnace is turned back on. The worker stated to me that this problem(broken heat exchanger) had been a problem for a while(Longer then a year he advised) So in the past 14 months I have had Horizon look at my furnace 3 times, with the last one being in June and that tech signed off that there was no damage to my furnace and it was safe to use. I feel that this is a big problem that should have been addressed before it became a possible health hazard. I only used my furnace this winter because I knew that it was safe to use, because the Horizon Tech advised it was safe in June. This such and issue now that they had to shut the gas off. It sickens me to think that myself and my family could have been killed do to Carbon Monoxcide Poisoning. I feel that this company placed myself and my family in grave danger. The tech that was at my house on 04-01-14 I feel did his job, but came up with a price of over $4000.00 to fix and replace the part. The part for my make and model they stated was over $2000.00, I was able to find the part at a local HVAC supply company for $1000.00. I have placed a phone call with Horizon informing them of what happened, the lady on the phone stated she was truely sorry and they would do everything they could to fix this issue, I asked to speek to a supervisor and she advised one would call me back ASAP. It is now 5 hours later with no call back. I will be following up later today, and tomorrow.

Desired Settlement: I was told via a Horizon employee that if a tech does not do his job and it is discovered that they misdiagnosed any issue(June 13)'s inspection that they would pay for a full replacement furnace and the install. I have allso talked to my insurance company and they advised that if this damage was caused by my claim in June that they would cover the cost of a new furnace.

Business Response: Summary of Business Activity:
MTD Transactions: 9,335
YTD Transactions: 44,685

Thank you for cooperating with our team via telephone and during our secondary visits, we are glad we could resolve your issue.

During our technician’s first visit to the home, the system and heat exchanger were both confirmed to be in good working condition. Over the course of the year following the flooding of June 2013, moisture in the system and the surrounding crawlspace was unable to dry out, which cause the system and the heat exchanger to slowly rust and ultimately malfunction. A year after the flooding, when our technician returned during his annual service call, he saw the full effects of this. The system was then diagnosed as unsafe to operate as the heat exchanger was then rusted and breached.  The system was not misdiagnosed during the first visit as the moisture had not yet caused the heat exchanger malfunction.

With that said, we sent our Sr. Technical Manager to fully inspect the homeowner’s system. During the inspection it was confirmed that water had gotten into the heating system and caused the mentioned damage. There were various signs of water damage within the system, home installation, and surrounding area and we have provided all required information so the system can be replaced and covered by the homeowner’s insurance company as requested.

It is our understanding that the homeowner’s is satisfied with this outcome.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband, *****, and I used Horizon back in the fall for a sewer line issue that we were having in our basement. To save us time, I will not rehash all the details, but moral of the story, due to Horizon's negligence, our basement flooded damaging all of our flooring. Their customer relations manager helped us rectify the issues, and ensured that Horizon paid for the entirety of our repairs. Around the same time, we had paid $198 for the gold service contract, and to make use of the contract we paid for, we decided to give Horizon “one last chance” when we developed another issue within our home, but yet again we were left disgusted and disappointed by the service we received. On Thursday evening (March 27th, 2014), our kitchen sink became clogged; a minor clog I may add. My father-in-law, who is an outside service technician, was kind enough to stop over and help us with the issue. Our house is 50+ years old; therefore, so are many of its parts. Somewhere along the line, we obviously knocked something loose or damaged something, and over the course of the evening, we noticed that whenever we used the faucet, water began dripping from our kitchen into our basement. Unfortunately, to make matters worse, the water was dripping near our electrical panel. We immediately called Horizon to request a service appointment. It was around 7:30/8:00 pm when we placed the call, and despite being anxious about our issue, we understood that it was highly unlikely we would be able to have a technician come out the same night. Nevertheless, we were given an appointment window of 8 am – 12:00 pm for the next morning; however, we were reassured that were the first call because of our “gold service contract”. I, like other customers, had to take time off from work to wait for the technician to arrive. As 8:45 approached, my husband called to check the status, and we were informed that the truck had broken down but that a second technician had been dispatched. Forgive me, but given our prior history, I was a tad bit skeptical, although I continued to patiently wait. By 10:00 am, the technician still had not arrived, and again, we called to check the status. Finally, around 10:15-10:30, two technicians arrived. I explained the back story of our issue, and the technicians then spent less than two minutes looking under my kitchen sink, and less than that inspecting it from the basement. One of the technicians immediately said we had two options: #1) try to fix the leak, but he wasn't hopeful he would find it or be able to fix it, or #2) replace all of our old piping, since it would only cost ”slightly” more. No problem I said, write me up a quote. As you will see from the attachments, he quoted option #1 at $1055.50 and #2 at $2753.50, and this was with our gold service contract discount (15%). I was beyond shocked. Naturally, I called to discuss the options with my husband. I will say, I did not initially assume the pricing was deceitful, as I am not a plumber, and I do not know the ins and outs of piping. However, I am not naïve, and I am capable of understanding complex topics. So while I understood that SOME (NOT all) of our pipes are old, I did not understand how less than 2 feet of new PVC could possibly cost that much. My husband requested to speak with the technician. He began with the typical over the top friendly sales approach, and my husband asked him to justify the high prices. Again, rather than focusing on fixing the issue, he continued to try to sell the more expensive option; replace everything. Obviously, you are unable to see the area in which we are speaking of, but the technician advised that the pipe in question ran horizontal behind the entire length of our kitchen cabinets, which is a quite a distance, and in turn was how he was justifying the price. My husband told him we would need to seek a second opinion before moving forward. As soon as my husband informed him we would not be using Horizon services, he became quite flustered. After the call ended, he asked me if I would consider the second option if he could get a manager on the phone to lower the price. Here is part of my problem – Since when are prices are negotiable, and if so why start on the high end? Are the technicians car salesmen who stand to make a commission? If I remember the commercial correctly, Horizon prides itself on fair and honest pricing? I reiterated that would be seeking a second opinion and apologized for wasting the technicians’ time. The technician then abruptly changed his tune to say it was no big deal because honestly they would never have agreed to do the job since it was next to an electrical panel; way too dangerous he said. As you will see from the attachments, the technician advised that it would cost $307 for him to take out the drywall behind out cabinets to view the pipes. I should point out, that after they left, I peeked in the cabinet myself, and low and behold, right before my eyes was a removable panel of dry wall. So little me crawled in and removed this panel myself. To my amazement, ALL of the pipes were visible, none of which ran the distance that the technician said it would. Once the technicians had left, we scheduled another service request with Joseph Frederick and Sons. Their technician was here within one hour of us making the call, and that was WITHOUT a priority service contract. As soon as he arrived, I explained our issue, and within seconds, he clear as day saw where our leak was coming from. He actually said, “This is it?” meaning our issue was not nearly as catastrophic as ****** said it was. The technician quickly gave us a quote for fixing the leak AND replacing all of the piping, a combination of Horizon’s Option #1 & #2. The grand total for this was $688.00. Once he gave me the quote, I then showed him the Horizon quotes. He said this is why his company does not have to pay a million dollars for commercials; Horizon does a good enough job on their own making themselves look terrible. So yet again, I am sure you can see where our frustration comes from. Therefore, I am kindly requesting a FULL refund of the $198 that we paid towards the service contract that we have never been able to benefit from.

Desired Settlement: Refund of $198 Service Contract Fee

Business Response: Summary of Business Activity:
MTD Transactions: 9,335
YTD Transactions: 44,685

As requested we have closed the customer’s Service Plan and refunded the associated cost of the plan.

We have taken steps to review this situation as a case study within our in-house training facility. The feedback the customer provided will be vital in analyzing the situation in more detail and possibly utilizing it as a training tool.

In any instance such as this, we also must suggest that homeowners try to refrain from comparing certain contractors to one another. In some cases this may be fine, but more times than not, the companies being compared, the services offered, and most importantly the value delivered by each are not the same. 

Consumer Response:

Better Business Bureau:

We have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

 


 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I had a regularly scheduled service done to our heating unit on Friday, 28 Feb., 2014. The technician performed his standard checks on our unit and everything was in working order when he left. If fact, our heater was working fine before the man arrived. Sometime during the night our heater stopped working. We called Horizon Services today, 1 March, 2014, and they sent another technician out to check the system. He told us that we'll need a new blower motor which pushes the exhaust gases out of our house. Unfortunately for us, their supply warehouse is closed on weekends, they didn't have it readily available anyway and it probably won't be here until Tuesday at the earliest! Well, that will mean that my wife, our 2 cats & I will have to freeze for the next couple of days in our house until the problem can be corrected! THIS IS UNACCEPTABLE!!!

Desired Settlement: I want the problem resolved with no additional cost than has already been paid! If fact, getting a partial refund will be justified.

Business Response: Summary of Business Activity:
YTD Transactions: 21,235

We would like to thank the homeowner for bringing their concern to our attention. We have spoken to the homeowner in detail via the phone and in person. On 3/3/14 a technician made a service visit to the residence and was able to identify the issue in question. He was able to make all repairs necessary for the homeowner’s system to operate properly and efficiently and as a courtesy, no further charges were incurred by the homeowner.

At this time we believe that the homeowner is happy with our actions, their system, and the outcome. 

Thank you again for choosing Horizon Services and working with to allow us to resolve all of your issues, we appreciated your patients and business.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is **** ************** ********.  Even though the business states we were contacted, we were not.  We left specific messages on both Saturday (3/1/14) and Monday (3/3/14) to have the Customer Relations person to contact us.  Both phone rep employees stated emails were sent to the Customer Relations person, who was not in on the weekends, for a call regarding our issue.  To date, we have received no calls from any Horizon employees above the customer service reps who called to say their service technician was on the way.
We are very upset and disappointed with how this entire situation was handled.  We were without heat from Saturday morning through Monday late afternoon.  And the issue appeared to be the fault of the first technician who performed our annual heater maintenance on Friday night.  Friday we had heat.  By Saturday morning, we did not.  The technician who arrived on Saturday to check the issue was extremely defensive, stating it was not the fault of the first technician, without doing a thorough inspection of the heater.  Time was wasted on "ordering a heat pump" and when the new heat pump was installed, the heater still did not work which then led to a more thorough search.
We purchased a $400 Dyson hot/cool air multiplier (the only electric heater we could find for sale after visiting and contacting over 10 different stores) on Saturday to get us through the night, which we would not have needed if our heat was working properly.  Over the entire weekend, NO ONE from Horizon called to check on us or to let us know what was going on.  All contact was initiated by my husband and myself.  This seems very contrary to the attitude they display in their commercials.
Since we have NEVER been contacted by a manager, owner or Customer Relations person from Horizon, there is NO resolution to this complaint.  We are very disappointed in Horizon and would like for it to be known that there is a difference in what is presented on TV and actual experiences.
 
 

 

 

Business Response: Our Delaware HVAC Maintenance Manager called and spoke to ***** on March 12, 2014. At that time, he offered to credit her original Service Partner Plan and as a courtesy extended the plan free of charge for any agreed upon amount of time. The homeowner stated that she would speak with her husband and then return the manger’s call. Our HVAC Maintenance Manger provided the homeowner with his direct line, of which she never returned his call. At this time, we believe we have done everything we could to work with the homeowner to find a reasonable solution to their concern. We encourage the homeowner to not hesitate to reach out directly, if there are any additional issues.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Horizon Services was requested to come into home and repair leak coming from bathroom thru ceiling into living room area. Technician comes out and does repairs to items not related to leak coming thru ceiling (under kitchen sink and toilet). My 82 year old mother writes 2 checks for over $1000 and still has leak coming thru ceiling. Technician quotes her another $450 to do repair he was requested for in first place. In addition he was prepared to do installation of new water heater for $1700 although it had nothing to do with why he was contacted. I called and cancelled installation of water heater but technician showed and replaced shower trim for $360 leaving same leak from shower unrepaired. I called and spoke to manager who did not see problem of leaving initial repair request unfulfilled but doing unnecessary repairs not pertaining to leak coming thru ceiling.

Desired Settlement: Fix leak that we contacted Horizon for.

Business Response: Summary of Business Activity:
YTD Transactions: 18,350

We have spoken with the homeowner’s son regarding the condition of his elderly mother and the repairs that needed to be done to ensure her plumbing does not continue to leak. As a courtesy, and to show our understanding, we have agreed to waive the repair fee for the original leak and complete the work as needed.

At this time the customer has been schedule for a new visit where the job will be finished and has expressed his satisfaction with our customer service and plumbing expertise. Internally, we will be using this experience as a training tool. As a collective group of technicians and as a company we value our customers and will continue to work to maintain our high levels of integrity.
 
Thank you for bringing this to our attention and working with us to ensure we were able to resolve all of your issues.

Consumer Response:

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. 

 


 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new HVAC Lennox system from Horizon Services in November 2013. The signed contract stated I would receive a $600 Rebate from Lennox in approxamately 6 weeks. In approxamately 6 weeks I received a check from Lennox for $250. I called Horizon Services Customer Service and have been trying to get my $350 that is owed to me. As of today, February 25, 2014 I still have not received it. I have spoken and called Horizon Services many times. I feel like I'm just getting the run around.

Business Response: Summary of Business Activity:
YTD Transactions: 21,235

We would like to apologize for any inconvenience we have caused. On 2/28/14, our Accounting Department was notified that you had not received your $350 rebate check. Your check has been processed and you should receive it in a timely matter. If you do not receive your check, please do not hesitate to reach out to us to inquire. Thank you again for your understanding.

Consumer Response:

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. 

 


 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After having several companies out to examine my heat pump to find out why my utilities bill was sky high and my heater was unable to heat the house, they came to the conclusion that my heat pump was too small for my house and I would have to put in a gas furnace. After being reassured that my current system would not be difficult to switch over to gas and since I was under the assumption this was the only thing that could be done to fix my problem, I agreed. My boyfriend, who was assisting me with this matter, asked the salesman, ****, if Horizon's price would be a great deal, like a thousand or so more, or if it was comparable to other companies. **** responded that Horizon would only be a couple 100 more, but that they are worth it due to their service. So unfortunately due to the worry of freezing pipes and my leaving town I trusted him without having time to shop around. Now a job that was said to be six hours took a day and a half, which was said to be due to a kinked pipe that could've been the problem the whole time and due to the length of the time and quality of the work, I began to look further into exactly what I was getting and what I was paying for. I payed $7,634, which was discounted, ha I'm sure, from $9,975., so this couple hundred that **** stated his company charges is actually a couple thousand for this so called "quality of work." After assessing the work following the installation I was left with scratches and cracks in my hardwood floor, my alarm system not plugged back in, a receptacle placed on the ductwork, a missing piece in my electrical panel, and rubble just left on the side of the house where they installed a vent. Following a day of calling the company and attempting to speak with someone, I was told their "managerial team" would return my call. Finally after a few days **** returned my call and agreed to come to my house to assess the damage. The following day **** and the training manager came and agreed this damage and quality of work was unacceptable, but stated they could NOT give me an itemized bill. This was the companies only saving grace that these two gentleman came and at least looked at things and **** said he would talk to the owners to discuss some compensation once the damage was fixed, however it has now been two weeks and the work in the basement was fixed, but I am still waiting for the carpenter to fix the floor. I admit I wish I knew more about heating systems, but this is my first home and as a consumer when you have no heat and the temperature is in the single digits I simply wanted to have the problem addressed properly and fixed. Unfortunately this company took advantage of that fact and overcharged me by thousands of dollars and I am still in the process of repairing the damage with no idea if there will actually be any compensation and if my boyfriend was not an electrician I would be unaware of half the damage they caused until I went to sell the house or had problems down the road, which is certainly not worth thousands of dollars more than what another company would charge me.

Desired Settlement: My desired outcome would be for this company to finish the repairs to my house in a timely manner and for the price to be reduced to what I would pay if I used another company without this thousands of dollars extra for "quality of work" since the work that was done was obviously lacking in such.

Business Response: Summary of Business Activity:
YTD Transactions: 18,350

We would like to apologize for your recent experience. We understand that it was not something you expected, but we also would like to assure you that we are doing everything we can to make things right. You have since spoken multiple times with members of our Customer Relations team as well as with the responsible managers who have also made a visit to assess your claims. We also sent our Sr. Technical Manager to you home to review the system and our work. At this time, as you are aware, we have made arrangements for new flooring to be installed as soon as it was available and that all other minor repairs have been made.
 
Your new system is in excellent working conditions and is covered by our industry-leading warranties. As a homeowner you should feel confident with your purchasing decisions and know that we will stand behind our work. Please do not hesitate to reach out if you have any additional concerns or questions. Thank you again for your business.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday December 27 2013 your technician tried to deceive me, telling he had changed a $171.00 flame sensor he had not changed. The sensor still in my YORK furnace while he claimed he finished the job, was THE SAME ORIGINAL YORK SENSOR FLAME #025-2773-700, the one with a male connectror attached to one end. As I requested to see the one he claimed he had changed, he said he"'left it on the truck". At this point I was going to call the police. Then he got one from the back of the truck, an ORIGINAL YORK FLAME SENSOR. It was obvious this one never was on my furnace as per the screw marks on the flange. Then he finally said "I will have to use two new parts" and went to the attic and pulled from his tool box A ROBERT SHAW UNIVERSAL REPLACEMENT FLAME SENSOR!!!!! The one with a WIRE ATTACHED TO ONE END!!! AS THE PERSON WHO CALLED ME ON 12/28/13 CONFIRMED, YOUR TECHNICIANS CARRY ONLY UNIVERSAL REPLACEMENTS NOT ORIGINAL OEM PARTS!!!! He then installed it, but had to cut it for it was to long to fit and had to cut-off the connectors in both wires, the one attached to the replacement sensor and the one comming from the furnace and used a wire nut to splice them. I was truly disappointed, and short of calling police for it was THEFT BY DECEPTION!!! I was 100% sure he had not changed the sensor because I WAS NEXT TO THE TECHNICIAN ALL THE TIME SHINING HIS WORK WITH MY FLASHLIGHT. I never left him alone, and yet he tried to pull this on me! I still waiting for a response promised on Saturday 28 by the person who called to my cell phome from 302-762-1200. Thank you for your attention ***** ******

Desired Settlement: A full refund of $229.43 as promised on December 28 2013

Business Response: Summary of Business Activity:
YTD Transactions: 113,068

Thank you for voicing your concern. At Horizon Services we take every customer comment very seriously – and as you know, we have reached out to you and discussed a reasonable resolution of which you have expressed your satisfaction.

After your service call we spoke to the technician that worked on your unit. We were able to look at his inventory and agreed that he did in fact replace your flame sensor. We are very strict with inventory which allows us to not only keep technicians’ trucks fully stocked but also maintain a record of each part used on each specific job.

With that said, we believe we have performed our due diligence regarding your concern. We also took the time to review the job with the technician, his managers, and expressed to our training classes that is important to carefully explain the repair process to the customer.

At this time we believe that after speaking with the manager, the homeowner is fully satisfied with the resolution we offered. 

Consumer Response:

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, since I have received in the mail the check I issued to pay for this service. 

However, I must state that the complaint was about the sensot not been changed in the first place and charged as if it was.

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a furnace installed at my home and the total price due at completion was $6,600. I had already paid them $80.00 for an initial visit which was to be credited on the final amount. The amount was not credited toward the final price of $6,600. I asked him if the accounting department would only be charging the difference and he confirmed it would be taken care of.

Desired Settlement: I just want the $80 credit back to my credit card.

Business Response: Summary of Business Activity:
MTD Transactions: 8,536
YTD Transactions: 91,803

Thank you for bringing this to our attention. We appreciate your business and apologize for the inconvenience. We will immediately forward your information to our Customer Service Manager and accounting department so that they can process your credit. Please allow a few days for the payment to be processed and feel free to give us a call if your matter is not resolved within a timely fashion. You should also be contacted by our Customer Service Department to confirm your credit is being processed.

Consumer Response:

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. While they have not executed the credit yet, I will follow up with you if it is not completed In a timely matter. Thank you 

 


 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/25/2013 Billing/Collection Issues | Complaint Details Unavailable
10/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called horizon and told them my crawlspace flooded and now my heater wont work. I am not interested in a new heater, that I want my heater fixed. they quoted me a 89.00$ price to come take a look and figure out how to fix it. I told the woman that I don't want them to show up and say I need a new heater, I absolutely want it fixed.. The woman on the phone said that she will tell the service guy my problem and if he thinks I need a new heater she will cancel the call. I said ok. The guy gets to my house, jumps down into my crawlspace, doesn't move from that spot and says "yea, you need a new heater". He was at least 10 feet from the heatrer. He didn't even look at it. I told him, what the woman said and he started to yell that if he fixed my heater, it would cost over what a new heater cost. I refused to pay him at that time. I was so upset. got into my car and backed out of the driveway, went 100 feet and felt bad about not paying and went back to pay. The guy was in his van in front of my house and I asked him would he take visa? He said go to hell!, I said I am trying to pay, your not going to take my credit card? he stuck his middle finger up at me. I called the home office and the woman said she would pass on this info and not to worry about it. so I didn't until I got a letter stating that I owe 201.16$ for what I have no clue. I feel this company misrepresented itself to me and took advantage of the customer. I feel they are ripping me off again and trying to make me pay for a service call that should not have happened.

Desired Settlement: I would like them to apologize for their serviceman's rude and unprofessional behavior and clear all charges against me , and stop harassing me for money I do not owe.

Business Response: We apologize for any inconvenience you may have experienced during your service call. As soon as this was brought to our attention we discussed in detail your concerns with our Customer Service Department, Operations Managers, and all parties involved. Our managers take the utmost pride in not only the abilities of our all of our technicians but also how they carry themselves. We have a zero tolerance policy regarding the actions of all Horizon Services team members and we always hold all employees to the highest standards.

As our Customer Service Department has discussed with you, we believe we have found a reasonable solution that satisfies your concern. We are sending you a letter stating the outcome as requested and we believe this concern can be considered resolved in the eyes of all parties.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: appointment was for 10am to 2pm, service tech's arrived after 3pm... Was quoted 4 or 5 hours to install shower/bathtub fixtures, however they were done in much less time.. Ad and phone mail states 'ON-Time Guaranteed or you don't pay'

Desired Settlement: I asked the person on the phone when I called about the 'on time' guarantee, but was meet with silence..

Business Response: One of the main reasons homeowners in need chose Horizon Services for plumbing, heating, or air conditioning service is because we guarantee to be on time for every scheduled appointment or the service call is free. Our standards are no different in this situation.

Our technician did arrive after the scheduled appointment time and thus we offered to refund the full cost of the service call. The refund was refused from the customer as he stated he was happy with the work completed and would not want to accept a full refund. We were able to provide a partial refund, further discussed any concerns with the homeowner and are now schedule to return to the home to performed maintenance on his boiler.

We are confident this concern has be closed and that the homeowner is pleased with the outcome. We thank the homeowner for reaching out to our Customer Service Department and for being cooperative.

Consumer Response:

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. 

 

 


 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/8/2013 Billing/Collection Issues | Complaint Details Unavailable
9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/12/13 Dear Horizon’s Customer Service Department, My name is ******* ******s and I live at * ***** ***** *********** **. I had service from Horizon on June 27, 2013. I am a very dissatisfied first time Horizon Services customer. I am simply attempting to get a copy of the completed New Jersey State 2013 WARM Advantage Rebate Application document. I requested it several times from my sales person, *** ************ I requested a completed copy in person on 6/26/2013 obviously before it was completed, on 7/1/13 by telephone and 7/15/13 & 7/24/13 by email. When Jon did respond on 7/15/13, he sent me by my request through USPS mail the uncompleted copy that I filled out and signed on 6/26/13, the day we met. What I need is the completed & final copy that Horizon sends to the state for my rebate. The rebate document has 4 parts that need to be completed before it is submitted. Part A was filled out by me on 6/26/13, part B was not applicable, part C was to be filled out by the contractor/Installer and part D was the equipment information. Jon has not responded to my e-mail dated 7/24/13. My major concern is that it appears that there was never a completed application for my NJ State Rebate sent to the state. If the uncompleted one was the only copy in my file as he stated in his e-mail reply, then it looks like there was no completed copy sent to the state. I hope I am wrong and that it is just bad communications between Horizon and me. It is my understanding that the rebate check takes 4-6 weeks to arrive. It was 6 weeks last Thursday. I am looking for my rebate check any day now. Here is what I am requesting from you. If you could be so kind as to send me a copy of my completed rebate application so my fear of it not having been submitted can be allayed. If it has not been submitted, please advise me of how you intend to resolve the issue. Depending on eligibility, the rebate represents 7–10% of the purchase price. Hopefully I will hear from you soon so we can clear up this situation. Thanks in advance for your help in resolving this matter. Sincerely, ******* ******* P.S. I have copies of all e-mail transactions.

Desired Settlement: It would appear that the company did not file my New Jersey State 2013 WARM Advantage Rebate Application as promised. I want the equivalent of all the NJ State rebate money that I would have been entitled to if the Rebate application had been filed.

Business Response: Thank you for bringing this to our attention. We apologize for the inconvenience you've experienced and thank you for your patience in this matter. Unfortunately there were a few issues on our end of the rebate process that should have never occurred and for this we apologize. We have addressed the issues internally to ensure the entire process runs more efficiently for future customers and that the concerns you have brought to our attention will never be repeated. 

As you know from your discussions with our customer service representatives, all of your rebate paperwork has have been filled out properly and completed at this time. Please do not hesitate to reach out if you have any further concerns or questions regarding your account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a new HVAC system from Horizon and from the very beginning it has had problems. They just replaced the motor to the unit on June 28, 2013 and the unit is again not working. There have been issues with this ***** HVAC System and parts have been replaced but it still breaks down. I have tried to contact the owner and Horizon will not let me speak with them. I have spoken with managers in the past but we still have this unit that constantly needs fixing. This is a Lemon and they don't want to replace the whole unit. So once my warranty runs out I am stuck with a system that will give me constant problems. I purchased their best unit and upgraded my old system when I really didn't need to. We wanted to have more humidity in the house and wanted a unit where we could have the fan circulating constantly. We also wanted a unit that would cover the square footage of our house once we finished our basement. We went with Horizon because the people who previously owned this house had them servicing our old system. I am disappointed that Horizon has not done a better job in correcting a unit that they know has given people problems in the past. Today when I spoke with Horizon and asked to speak with the owners they told me I could not. They said I need to speak with a manager. I asked to speak with a manager and they said I could not. I would have to wait for them to call me back. Not good customer service!

Desired Settlement: I would like Horizon to replace the whole HVAC system with one that works.

Business Response: As a company with many years of installation experience we fully stand behind our technicians and the work that they do while understanding the commitment and investment our customers make when purchasing a new piece of equipment for their residence. In every instance we strive to provide the best customer service possible while providing each homeowner with accurate assessments, the appropriate equipment for their home, and the confidence that Horizon Service is always there for them.

To protect our customers we never disregard a claim that a new system we have installed is a “lemon” or is in any way faulty. For this reason, we assigned a Sr. Technical Manager, who is also responsible for leading all of our in-house training programs, to schedule a time to visit the ********** residence to inspect their system and address any concerns they have.

On July 25, 2013 our Sr. Technical Manger spent approximately 90 minutes in the *********** household dedicated to doing just this. He provided a full inspection of the unit while with the homeowners and answered any questions they had along the way. Our manager also inquired about the homeowners’ comfort and about the system’s operation since Horizon Services’ last visit during which we had diagnosed and installed a new motor. They communicated that the system had been working as promised, that they had experience no further issues, and that their home was now comfortable as a result of the new system and the parts that had been replaced.

After the system walk-through and corresponding discussions were completed, the homeowners expressed that all of their concerns had been addressed and that they were completely confident their new system was not a “lemon”.

At this time, we have performed our due diligence to ensure that the equipment installed in *** ************ home is of proper working condition and will continue to operate in such a manner. We guarantee their system is and never was a “lemon”, and we will back its operation for the full lifespan of its industry-leading warranties.

With respect to the homeowner’s privacy we believe the resolution discussed to and agreed to by both parties as of July 26, 2013, is held in good standards by both parties.




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is to bring to the notice about callous attitude of "Harizon Services".On the week end of 07/05/2013, we had a problem with one of the air conditioners (unit One) of the two installations at the first floor. We called Harizon services on the week end to fix the issue. They sent their technical expert on 07/08/2013 to fix the issue. While repairing for the unit under problem, the technician convinced us to buy a service contract for the second unit too. The second unit was working fine for the last 6 years and we never had a problem with this unit. The technician gave us a statement of work after his service and stated very clearly that he has inspected all the units and are working fine. But when I came back from work on the same day, I have noticed the second unit also stopped working including the first floor unit which was under repair. I called the Horizon service and requested them to send someone to fix it as early as possible. We were concerned since my wife is pregnant it was very stressful for us to live and sleep in the house without air conditioners. Finally the technicians from Horizon service show up on 07/11/2013 again and now this time, the technicians fixed the first air conditioner and told me that the second unit has a problem and there is a leakage in the system due to which gas is leaked out and gave an estimation of $1300.They also argued that it is not their mistake. In fact, the unit was working till their technician showed up on 07/05/2013 and after his inspection, the unit started malfunctioning.Finally on the same date 07/11/2013, we called a technician from another reputed company. They inspected the units and confirmed that there is no leak anywhere in the unit and the new technician also believes that the unit started malfunctioning due to some mishandling of the machine. Horizon services never understood our situation though I explained how tough it is to live in the house with my pregnant wife in this summer. They took three days to send a technician

Desired Settlement: I demand that this company (Horizon services) to refund the amount of $625+$210 that we spent on this issue without our mistake. We could have demanded them to pay for their mistakes 10 times of the billing costs but I do not want to waste time in altercation with any of the companies resources. As such we are already stressed out with their careless nature and no sense of responsibility.

Business Response: At Horizon Services we take pride in creating a comfortable living atmosphere for all homeowners. This means we take our responsibility to deliver the highest standard of equipment, service, and customer support, very seriously and work very diligently to surpass these expectations.

We appreciate *** ******* for bringing his situation to our attention. We have dedicated additional time and have allocated further resources to resolve *** ********* concerns. At this time we are confident that all concerns have not only been addressed but that *** ******* is also pleased with the resolution as well as his confidence in the services we provided for his equipment. We would like to thank *** ******* for his cooperation and his loyalty as a Horizon Services contract customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: *** ****** is the claims rep for ***** *** *** **, and their insured, *** ******* *** ****** hired Horizon Services to fix a leak. They responded on 5/8/13. The leak was traced to a refrigerator water supply line. Horizon Services had to disconnect the washing machine to access the wall to install the new refrigerator line. When Horizon Services reconnected the washing machine, the plumber did not reconnect the discharge line. On 5/13/13 when laundry was done, a large amount of water was found in the basement resulting in water damage to the ******** residence. Repairs totaled $4399.75. *** ****** made several attempts to contact Horizon Services, but they never replied. *** ****** then submitted his claim to his own insurance company, ***** *** for claim processing. ***** *** made reimbursement to *** ******, less his $1000 deductible. As of this date, Horizon Services has refused to identify their liability insurance company which is necessary so we can present our subrogation claim. Please note we have sent letters to Horizon Services and left numerous messages with ******* ****** *** ****** ****** of the HR Dept, but no reply to date. **** ***** * *******

Desired Settlement: Either total reimbursement by Horizon Services ($4399.75), or identification of their insurance information for claim processing.

Business Response: Horizon Services is fully committed to providing the highest quality work for our customers. 

In this particular case, there are several facts that remain in dispute. We stand by the work of technician, as does our quality control manager who inspected the site less than 24 hours after the original work was completed. In fact, while performing the routine quality check of our workmanship, our employee took note of several areas of water damage, prior to the time the customer filed the complaint, and unrelated to any work we had performed.

Once the customer called to complain of water damage, that same highly trained and knowledgeable quality control manager was sent back to the site. He did not detect any additional water damage, nor did he find any issues with the quality of our technician’s original work.

Because our internal investigation did not indicate the water damage resulted from our workmanship, our policy is to turn the claim over to our insurance company so that they may conduct their own assessment.  Our insurance provider did perform their own analysis, and agreed with our assessment, subsequently denying the claim.

Once again, we reiterate that quality workmanship and customer satisfaction are our highest priorities.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9624156, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Please note the information provided by the contractor is not totally true.  The insured contacted Horizon Services regarding a leak and they came to the home on 5/8/13.  The problem was traced by the plumber to a refrigerator water supply line.  The line was replaced .  In sourcing the leak, the plumber had to move the washing machine and dryer in the laundry room.  In doing so, he had to remove the supply lines and discharge hose from the washer box, as they were not long enough for the plumber to make the drywall cuts under the washer box without the washing machine being pulled completely away from the wall.  After repairs to the refrigerator water supply line, the washing machine and dryer were put back in place.  The 2 water supply lines were reinstalled, but the discharge hose was not.  When a load of laundry was done some days later, a flood of water poured in thru the basement ceiling.  It was found the washing machine discharge hose was not placed back into the discharge line opening in the wall.  Horizon Services returned to the ****** home on 5/14/13 for an inspection, with a follow up visit on 5/15/13.  They then called our insured to advise they would not place their ins co on notice, nor make any offers of reimbursement.  Our insured had no choice but to contact their insurance co (whom we represent) for payment. An independent adjuster responded to the ****** residence on 5/16/13.  When we attempted to id the insurance co for Horizon Services, we never rec’d a return telephone call (6 msgs were left).  We also did not receive a response to our letters, the second of which was sent Registered Mail/RRR.  Finally, we contacted the **** ** **** *** for DE, and requested the id of the insurance carrier under the FOIA. We also contacted you at the BBB.  From these inquiries, we were able to id the insurance co and have now placed them on notice of the claim.  The insurance co has not provided their own analysis of the claim,  nor has any denial been sent.  It is obvious the plumbing co was at fault, and therefore did not want to admit responsibility to our insured, or their carrier.  Should you have any add’l questions, please feel free to make contact.  Thank you, Linda

 

Business Response: As a company tirelessly dedicated to its technicians, our customers, and the working relationship that is created during each service call, Horizon Services will always take responsibility for our actions. We will also perform our due diligence to ensure that every claim or concern is rightfully justified.

As previously expressed, we fully stand behind our work and affirm the quality of the completed job.

After multiple inspections of the property and work area, and as a result of the findings of our internal investigations, we have turned this matter over to our insurance company. We ensure our insurance company will work cooperatively with all parties until this matter is resolved. We have provided our insurance company’s information as requested and look forward to the manner being settled accordingly.




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was overcharged for services. Horizon replaced a 24v transformer and a contacter on my AC unit and charged me $1,150. When I realized how much these parts cost and the labor required to install them, I complained to them and was refunded $400. About a week later, the AC did not work. I called them again. A second technician from Horizon said that it was my circuit board. That would cost $700. After that, I did not hear from that technician again. I called another company. They said it was a bad wire, and fixed it for $180 plus a $90 dispatch fee. They said they would only charge $35 each for the 24V transformer and the contactor, plus the dispatch fee which would be a total of $160. So that's $160 vs. $750 ($1,150-$400). They are overcharging me by $590. Also, their claim about being there for me when something happens 24 hr a day is false. When the AC broke down again after they fixed it, it was many days afterwards before they could send someone out. However, everyone I talk to at Horizon says that they will be there right away if there is a problem. That is not possible for any company to do, but they keep repeating it over and over.My complaint is about Horizon taking advantage of us. My wife was home at the time. I was at work. I overpaid for their services by a lot by phone before I could come home to look at what needed to be done. I have already talked with *** from Horizon. He thinks that their charges are reasonable. How can that be when other companies can actually diagnose the problem and charge a whole lot less? I believe that $200 for their services is more than adequate. So a refund of $550.

Desired Settlement: A refund of $550. Horizon should not say that they are available and will come out and repair your equipment 24 hrs a day because they cannot do it. It is not possible for any company to have technicians available 24 hrs a day to come out right away whenever anyone has a problem with what they repaired.

Business Response: As a direct response to *** ******, Horizon Services would like address his concern by summarizing his situation below, followed by our discoveries on the matter.

June 5, 2013: Horizon Services sent an air conditioning service technician to *** ******** residence at the request of the homeowner to diagnose and address a “no cooling” situation. Our technician determined that there was no low voltage power to the thermostat and traced that back to the existing transformer. Our technicians further discovered a problem with the contactor and associated that with the possible reason for the failed transformer.

Upon this diagnosis our technician spoke to *** ******** **** who directed him to speak to *** ****** directly over the telephone as he was away from the residence.

At Horizon Services we have a zero-tolerance policy which requires all Horizon Services technicians to fully explain the homeowners’ options regarding any service work to be done, answer the homeowners’ questions, and lay out in detail any quote provided before any work is started.

On June 5, 2013, both *** ****** and his wife were given a quote to repair their system based on our technician’s diagnosis to which they both expressed an understanding and agreed to.  As a result, our technician completed the repairs on that day and at his time of departure the air conditioning equipment was working properly and was cooling the home.

In addition to the original service, our technician also quoted the homeowners the cost for a Bronze Service Contract which included a system cleaning that day and one additional system cleaning a year from then.  *** ****** accepted the Bronze Service Contract, and a copy of the contract and paperwork was left with *** ******** wife at the residence.

June 12, 2013 (10:11 PM): Two weeks after the time of the repair, the homeowner called Horizon Services stating that his air conditioner was not working and a new service appointment was scheduled for our first available opening- Saturday, June 15, 2013.  Our technician arrived at the homeowner’s residence at 8:00 AM. Our technician diagnosis the system’s board to be the cause of the issue and explained this diagnosis to the homeowner and quoted him for the repair.

At that time the homeowner, chose to decline the quote and to not move forward with the repair. Horizon Services did not charge the homeowner for any service on this day and left the residence at the request of the homeowner.

Later that day, *** ****** calls Horizon Services once again to state that our technician had not quoted him for any repairs that day and states that he will be filing a complaint with the BBB.

July 17, 2013: *** ****** calls Horizon Services again and at this time our Sr. Technical Manager, speaks with *** ****** for over 60 minutes discussing his concerns in detail:

·        *** ****** states that he received, understood and agreed to the quote for repairs on June 5, 2013 before any work was started

·        *** ****** admits that before Horizon Services made repairs on June 5, 2013, his air conditioner was not cooling and that after the repairs were completed his air conditioner was working properly

·        *** ****** claims that he had called multiple times before we were able to schedule his second service appointment, however records indicates that he had only called once on June 6, 2012 during which we granted him a Saturday appointment upon his request

·        *** ****** acknowledges that he did in fact, receive an turn down a quote for the additional repair on June 12, 2013 despite his previous statement that he never received a quote

·        *** ****** states that he called another service company to diagnose his system and that their diagnosis was a shorted wire; we believe that on June 12, 2013 our technician may have misdiagnosed the issue, however the homeowner was not charged for anything              relating to that diagnoses or that service call in general

At this time, Horizon Services cannot agree to the demands of the requested refund from *** ****** for work that had been previously completed on June 5, 2013 or for work not done on June 12, 2013.

Because the repairs quoted, agreed to, and completed on June 5, 2013 resulted in a working air conditioning system and that *** ****** was only charged for those repairs we cannot provide a refund based on work that was not completed by Horizon Services and cannot refund any portion of money that was never charged to *** ****** on June 12, 2013.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9627006, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have reviewed the response by **** ****** from Horizon.  There were many inaccuracies in his statements.  

 

This is one major one:    "*** ****** acknowledges that he did in fact, receive an turn down a quote for the additional repair on June 12, 2013 despite his previous statement that he never received a quote."

 

The technician was not able to find the part number for this additional repair - the replacement of the circuit board.  He was not able to find the part number because he could not read the model number on my furnace.  He even took pictures of the circuit board to send back to the main office.  He did tell me that the price was about $700.  But never got back with me.  Of course they should not have charged me anything when the air conditioner they just fixed less than two weeks ago broke down again.  It was not used during the time in between because the weather got cooler.  This was still the beginning of June.  

 

"*** ****** claims that he had called multiple times before we were able to schedule his second service appointment, however records indicates that he had only called once on June 6, 2012 during which we granted him a Saturday appointment upon his request."

 

As for their record keeping of when I called.  It is not in their interest to keep or find the records of when I called.

 

"Later that day (June 15th), *** ****** calls Horizon Services once again to state that our technician had not quoted him for any repairs that day and states that he will be filing a complaint with the BBB."

 

The first time I thought about filing a complaint with the BBB was after I spoke with their senior technical manager on July 17th.  I was still trying to resolve the problem directly with Horizon.  

 

As for their Bronze Service contract or whatever metal they want to use, they are still charging me a lot more than they should have.  That is my complaint.  Not that I didn't get the Bronze treatment.  I have confirmed this with other contractors.  

 

These are the typical prices for those services from ***********************************

 

Replacement AC Contactor $15-$45 1 $90-$200
Air Conditioner Capacitor $15-$35 1 $90-$200

 

 

 

 

I was initially charged $1,150 for those repairs.  Even after they refunded me $400, it is still $750.  This is a company that has trucks going around advertising 100% satisfaction guaranteed. I am definitely not satisfied with Horizon for overcharging me by a lot. 

 

 

 

 

 

Business Response: At Horizon Services, we pride ourselves on not just being a dollar amount on a website or a sheet of paper.  Our level of commitment to our customers, the relationships we build, and the service we offer, far exceed the black and white explanations provided by unknowing third parties.

As a homeowner, it is always a good idea to become educated and conduct research before choosing your next service contractor. We encourage it – but we also caution homeowners not to base their decisions solely on a price without knowing what else comes included or may be excluded from that cost.

We fully stand behind the value of the services we provide to our customers, and the service we provided *** ****** is no exception. We are confident in our technicians’ abilities to get the job done right, our in-house training facilities that prepare our technicians to do so, the quality of parts and equipment we install, and the industry-leading warranties we provide to back our work.

We believe we have been more than cooperative in trying to help *** ****** resolve his concerns, and above all have delivered the service we were contracted to provide.

*** ****** was familiar with our services and actively reached out to obtain them. He knew our price before committing to contract our services, and authorized the quote we provided before we began any work. For these reasons we are unable to provide any further assistance regarding his concern.

At Horizon Services, we will always make the strongest efforts to assist a homeowner, however we cannot be held responsible for a decision a homeowner makes, if they later feel they were wrong in making it.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ******* ******. The name of my business is ********** ***.In Feb. of 2013, I contacted Horizon Services about installing a new A/C Unit in my business. I explained that the existing unit needed to be replaced, and I wanted to insure my customers comfort when the weather became warm. We reached an agreement and decided on an installation date. There were problems from the beginning, even before it was ever turned on, when during a heavy rain, due to faulty installation, on a busy Friday night water poured in causing me loss of business. They repaired that issue. Then the first hot day that necessitated air conditioning, the unit cooled the business for a few hours, then shut itself off. Horizon came out to check the problem, they say it was fixed, but it has NEVER COOLED THE BAR SINCE! I've had them out many times. They say that I need to do other things to fix the problem!! Why would I spend $12,000 on something unless I was assured it would keep my customers cool and comfortable! They sold me this unit on the basis that it would keep my business cool, and IT NEVER HAS! I tried to work it out with them again and again to no avail. If their unit couldn't do the job it was purchased to do, then they need to replace and or refund my money. I have lost thousands of dollars in business because of this! I don't know where else to turn. Please Help!

Desired Settlement: Since the unit cooled sufficiently the first time it went on, but not at all since it shut it self off, I believe that they need to either replace the unit, or refund all my money.

Business Response:

To whom it may concern,

On February 26, 2013 Horizon Services Inc. installed a 5 ton 3 phase heat pump and air handler in the Bar Area of ********** *** ******* ** *** ******* **** ** ******** ********. As per our contract the heat pump was to condition the Bar Area just as the original equipment it had replaced. The following are the documented items the customer has indicated as problems from the equipment.

(1)    A short period after the initial installation a factory leak was discovered in the indoor coil and the entire coil was replaced at no charge to the customer as per her warranty. 

(2)    The water she indicated on a Friday night was not from rain however it was caused from condensation. The condensation was coming from two areas , one from excess water coming off of the evaporator coil, and the second coming off of the outside of the PVC condensate piping. The first one was caused from a high resistance in the original return air ducting which required us to add an addition return air grill. The second was caused from excessive heat and humidity generated from, the kitchen area and leaking through the ceiling tiles near the walk in box area, and the existing building structure and lack of insulation in the ceiling area. We insulated the condensate piping which stopped the dripping off of the condensate piping.

(3)    We continually have spoken with the customer about the problem that the kitchen walk in box   and kitchen exhaust fan, incorrect make up air, heat load and non- working air conditioning system for that area are causing to the BAR AREA.  Horizon Services Inc. went as far as to commission a Certified Balancing company to test not only the system we installed but also the kitchen hood and make up air fan  to show her that our system was working and that the Kitchen was not correct.

(4)    While we were waiting for the Balancing Company we attempted to help her to see if we could repair the existing air conditioning unit for the kitchen. We were able to replace the blower motor, fan center and thermostat and got it running for two days. After that the existing unit was in such bad shape the drain pans leaked through. We did not charge her for the repairs and we not going to, however once her unit failed again she wanted to know what we were going to do.

(5)    We know we installed the equipment that was contracted for and have proven that it is working to the best of its abilities at the present time. We also feel that if the customer would address the cause of the real problem caused by the Kitchen Area the Bar Area would indeed cool properly.  

(6)    At present we would not be interested in helping with the Kitchen Area any further.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9614311, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The bottom line in this matter is the fact that I was sold a product, at a very expensive price, that does not do the job it was bought to do. They are the supposed experts, they should have known before selling me this unit it wouldn't do the job it was intended for. So that means they sold it to me under false pretenses, knowing it wouldn't be sufficent for the job. My contract says it is guaranteed for 5 years for "NO LEMON" AND PERFORMANCE", well it doesn't perform the way it was sold to me to perform. This has cost me thousands in lost revenue. This might destroy my new business all together. The salesperson should have known this unit wouldn't do the job that he knew it was intended for.  Also what they are saying about the faulty installation is a lie. It did also leak from condensation, but the unit hadn't even been used at the time of the first leak, it  was from loose bolts leaking in a heavy rain. I was told this by their own repair person.

Business Response: At this time we are unable to further assist the customer within the rightful bounds of our original contract, which was upheld. We fully stand behind the work provided to fulfill our contract and guarantee that the equipment we installed to replace a pre-existing unit functions properly to regulate the temperature of the Bar Area.

Under Our Contract (Agreed To By Both Parties):

·        We provided a throughout analysis of the Bar Area

·        We provided the customer with various options to update and replace the equipment used to regulate the temperature in the Bar Area

·        We professionally installed a newer, more efficient, and properly functioning piece of equipment for the Bar Area and corrected any issues with unit to guarantee that is functions exactly as intended

We have exceeded our expectations by providing a Certified Balancing Company to examine and test the Kitchen Area and its equipment. Based on this third party’s findings, we strongly encourage the customer to have the Kitchen Area and its equipment fully inspected and to make the required adjustments so that it will perform properly without fault and no longer have a negative impact on the perception or operation of the Bar Area unit, nor cause any further complications within the property.






BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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