BBB Accredited Business since

Horizon Services, Inc.

Additional Locations

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



BBB Business Reviews may not be reproduced for sales or promotional purposes.

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.


Reason for Rating

BBB rating is based on 13 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 37 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

37 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 9
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 24
Total Closed Complaints 37

Customer Reviews Summary Read customer reviews

1840 Customer Reviews on Horizon Services, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1796
Neutral Experience 21
Negative Experience 23
Total Customer Reviews 1840

Additional Information

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

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

Delaware Division of Professional Regulation
Cannon Building, Suite 203, 861 Sliver Lake Blvd., Dover DE 19903
http://dpr.delaware.gov/default.shtml
Phone Number: (302) 744-4500
customerservice.dpr@state.de.us

Type of Entity

Partnership

Business Management
Mr. Mark Aitken, Vice President Mr. Dave Geiger, President Ms. Dinamarie Vanover, VP, Marketing
Contact Information
Principal: Mr. Mark Aitken, Vice President
Related Businesses
Horizon Services, Inc.
Business Category

HEATING & AIR CONDITIONING HEAT EXCHANGERS PLUMBING FIXTURES, PARTS, SUPPLIES WATER HEATERS-DEALERS WATER SOFT & CONDITIONING EQUIPMENT SERVICE & SUPPLIES AIR CONDITIONING REPAIR AIR CONDITIONING SYSTEMS-CLEANING HEATING EQUIPMENT & SYSTEMS CLEANING & REPAIR AIR PURIFYING & CLEANING SYSTEMS & EQUIPMENT AIR CONDITIONING SUPPLIES & PARTS BOILERS-NEW & USED HEATING EQUIPMENT SEWER PIPE WATER HEATERS-PARTS & SUPPLIES FURNACE SALES & SERVICE AIR CONDITIONING & HEATING CONTRACTORS - COMMERCIAL AIR CONDITIONING & HEATING CONTRACTORS - RESIDENTIAL FURNACE CLEANING PLUMBING - RENOVATION & REPAIR HEATING & AIR CONDITIONING - FILTERS AIR CONDITIONING CONTRACTORS & SYSTEMS BOILERS-REPAIR & CLEANING DRAINAGE CONTRACTORS HEAT PUMPS HEATING CONTRACTORS PLUMBING CONTRACTORS PLUMBING DRAINS & SEWER CLEANING SEWER CONTRACTORS VENTILATING CONTRACTORS WATER HEATERS-REPAIRING

Industry Tips
Contracts Heating & Cooling Your Home

Additional Locations

  • 320 Century Boulevard

    Wilmington, DE 19808 (302) 762-1200

  • THIS LOCATION IS NOT BBB ACCREDITED

    2607 N. Rolling Road, STE. 201

    Windsor Mill, MD 21244

  • 17 Roland Ave.

    Mount Laurel, NJ 08054

  • THIS LOCATION IS NOT BBB ACCREDITED

    900 Adams Ave.

    Norristown, PA 19403

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Had Horizon come out to estimate a new heater. My old heater was 40 years old and was having issues staying on. When it was on it kept my house at a comfortable 75 degrees. Horizon salesman gave me a price of $10,000 for a complete new system. Salesman told us that he sized our heater to keep our house at 70 degrees when the outside temperature was absolute zero. With the new heater installed, and after several return visits the best my home has reached is 68 degrees. Horizon is blaming my carpet, my furniture, and dust in the baseboard. The old heater worked under the same conditions. Now I am out $10,000 and am using more gas for heat and running a space heater to keep my home at the temperature it was before the NEW HEATER. No one at Horizon seems to understand that this is a problem . At this point I just want to get my money back.

Desired Settlement: Since Horizon claims that their system is functioning correctly,yet my house is still not warm with a $10,000 heater I would like to get a refund. My old heater did a better job heating my house than the new one Horizon installed.

Business Response: Summary of Business Activity:
MTD Transactions: 4,137
YTD Transactions: 216,461

Horizon Services replaced the customer’s boiler in January 2016, the customer complained the unit was not operating warm enough so Horizon Services then sent a technician to determine what could be the issue. Upon the technician’s arrival, he determined the system to be operating properly, but the homeowner was not happy with the technician’s assessment and refused to let him look at the baseboards around the home to determine if there were other issues.  

In response our Sr. Technical Training Manager scheduled and met with another technician the homeowner at the home to evaluate the entire system. He determined the boiler was also working correctly but the customer’s baseboards (which Horizon Services did not install) was not transferring and was rejecting much of the heat the boiler was creating. He found the discharge vent covered by boxes and furniture, and the fin tube had a lot of dust and other items from years of use and lack of maintenance. This baseboard was installed directly on the carpet years ago and is blocking the intake of the baseboards. Our Sr. Technical Training Manager found this to be the case in the majority of the rooms in the home. It was explained to the homeowner that when baseboards are installed properly the intake should be at least 1" above the level of the finished flooring. When carpeting is installed against the intake of the baseboard it functions like an air filter on a heater. The longer air flows through it the more dust and dirt it collects. Sooner or later the air stops flowing through the carpet reducing and eventually stopping convection. The homeowner stated that she understood and that there were multiple repairs that needed to be made to the home and carpeting replacement was one of them. The homeowner’s husband was not at the home at the time of the visit and was not satisfied with the explanation so again on January 27, Our Sr. Technical Training Manager reached out to the husband and offered to come out to the customer’s home again while he was there to explain, but the customer refused. He stated was going to the BBB and ended up hanging up on our manager. Our Customer Relations Manager tried to call him back and the customer did not answer the phone. 

At this time we are ready and willing to provide further explanation but the homeowners need to be receptive.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11108703, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thank you for your response. The resolution that I would really like is to have back my old working heater. But as I know that is not possible, my resolution would be to be no worse off than I was before . That being, a return of the money I spent $10,000 .  since Horizon was unable after at least three different attempts , to give me a heater that works as well as my 40 year old one. As I stated in the above email , my NEW heater not only put me out $10,000 it continues to cost me money every month and will do so for it’s lifetime.   Thank you for your attention to this matter, since no one at Horizon could seem to understand  that my house wasn’t cold until they came to work on it.    sincerely  ***** *****

 

 

 

Business Response: On January 5, 2016, the customer proactively called in to receive a quote for a new system citing that his system was a 30+ year old boiler that was barely working. We scheduled an appointment with the customer and provided replacement options with a new, more efficient unit. The customer accepted this work to be done and the install was scheduled for the following day. After receiving the customer's complaints about the system not heating the home properly, we made multiple visits to the home both with technicians and our Technical Manager to review the systems operations. Upon our review, we confirmed the system we installed was working properly. It was, however, determined that the baseboards that give off heat around the home, which were not installed by Horizon, were blocked by the customer's personal belongings and carpeting, not allowing the area to be heated properly. This has been discussed with the customer's wife, to which she agreed with our assessment. The customer who filed the complaint was not home at the time of any of the visits, We have tried to contact the customer multiple times since visiting the home to discuss this further, but he will not return or accept our phone calls. 

3/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Horizon Services did an incompetent job diagnosing my furnace problem. They then gave me an inflated quote for the parts and service. They then used this situation to suggest I should replace the entire HVAC system since it was over 10 years old. I found the cited part and purchased it for about 10% of their quoted price. The replacement of the circuit board required about 15 minutes. I found that it did not fix the furnace BUT was indicating a trouble code for a bad igniter, which was the part I suspected first. A new igniter cost $39 to purchase and about 5 minutes to install, The heater worked fine on power up. I think a completely fair charge for the service call, diagnosis the part and time to replace the part would have been between $200-300. I am a licensed professional engineer with experience in refrigeration and electrical and electronic systems. I have pictures of invoices and receipts for the purchased parts.

Desired Settlement: I would like other consumers to be aware of what I consider to be predatory business practices.

Business Response: Thank you for bringing this to our attention as our customers feedback is extremely valuable to us and gives our company the opportunity to improve its services. Our Customer Relations Manager reached out to the customer with regards to their complaint. Horizon is always up front with all of our pricing on both repairs and replacement  and provide our customers with all of their options so they are able to make an educated decision on what is best for them. We offered to send out another technician to go over they system again to confirm the diagnosis, but the customer declined. We agreed to refund the customer the 79.50 dispatch fee they paid due to our 100% satisfaction guarantee.

Consumer Response:

Better Business Bureau:

Horizon has worded their response carefully in that the quoted price is what you can expect to be charged, however most customers have little choice but to accept the service is priced reasonably.  There was an effort to encourage me to replace my entire system based on the high priced repair and fear of an "older system having a repeat failure".  In short, Horizon asserts that their pricing is up front and that is true, they have said nothing about the reasonableness of their prices.  I would recommend their customers seek a second or even third quote for such service.

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

Regards,

 

 

 

 

3/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Called Horizon Services for a plumbing leak at my rental property on a Sunday Horizon arrived on that Sunday and were informed of a plumbing leak Horizon performed a repair of bathroom pipes and jack hammered bathroom floor to perform work Plumbing leak was still present after above performed work and I was charged $3207.00 Then Horizon said they knew where leak was as this happens frequently in old homes near their Wilmington location Horizon performed a repair on different pipes (stack pipe) and I was charged another $1553 The initial work performed did not solve my repair and was not needed. The initial work caused a total jack hammer of my tile floor and left me with no floor The initial work displaced my tenants and made the only bathroom non functional The technician knew how to solve my initial plumbing problem, but performed other work not necessary The technician performed work not necessary and charged me $3207 The technician did not demonstrate honest, knowledgeable services to the consumer

Business Response: Summary of Business Activity:
MTD Transactions: 4,137
YTD Transactions: 216,461

Thank you for bringing this to our attention. We take homeowner’s concerns very seriously at Horizon Services and will do whatever it takes to make any situation right. With that said we scheduled our Plumbing Manager to visit the rental property to review the work and find out what the next steps should be. When he arrived, the homeowner was not there. Our Customer Relations Managers have reached out via phone multiple times; however we have not been able to reach them. We are willing and ready to work with the homeowner to resolve their issue, but are unable to do so until they make successful contact with us.

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. 

Regards,

 

 

 

 

2/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Had a Horizon Tech come to my home for general maintenance. Then while on the first floor of my home told me that I had a crack in my furnace downstairs in the basement. He then runs downstairs into the basement and come back two minutes later and tells me I have a crack in my system. I believe that tech cracked my system to generate business. Horizon was just in my home on 9/29/15 and that unit in the basement was worked on and received a clean bill of health. I want Horizon to repair the damage their tech created.

Desired Settlement: I would like Horizon to repair the heating system their tech damaged free of charge. They just serviced my unit 9/29/15 and I was told then it was in excellent shape.

Business Response: Summary of Business Activity:
MTD Transactions: 4,137
YTD Transactions: 209,461


At Horizon Services, we take pride in the amount of continuous technical training we put all of our technicians through so they can provide accurate diagnosis of a wide array of issues. We spend countless hours with manufactures and specialists specifically improving our knowledge of the dangers of cracked heat exchangers and the proper technicians to identify those dangers. In response to this homeowners concern, we involved our technical trainers, the technicians responsible for the diagnosis, their managers, and our owners.

Our Customer Relations Manager reached out to the homeowner via phone three times and left voice messages hoping to further discuss his concerns. We also send a physical letter to their home requesting a conversation so that we could help resolve any issues they may have.  Before receiving this concern we had a second technician visit the home to verify our first technician’s diagnosis of a cracked heat exchanger.

Furthermore, we were able to finally schedule a follow-up service call regarding the issue yet when our technician arrived at the home the homeowner did not answer the door or our phone calls. We are ready and willing to help this homeowner and find the best solution for his concern. We just request further cooperation to accomplish this.

2/13/2016 Billing/Collection Issues
1/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid Horizon $299 last winter with the understanding that they would come to my house this winter and do routine maintenance and make sure my heating system is working as it should. On 10/20/15, four different Horizon employees came to my house and none of them provided any service at any time. I would like a full refund because Horizon NEVER provided any service since I paid the $299.

Desired Settlement: I would like my $299 back.

Business Response: Summary of Business Activity:
MTD Transactions: 781
YTD Transactions: 186,619

Thank you for providing feedback regarding you recent Horizon Services’ contract. Our Customer Relations Manager has personally called and left 3 voice messages for you and has also mailed a physical letter to your residence. We are ready and willing to discuss your concerns in detail and help you find a suitable resolution. Please contact us at your earliest convenience so we can be of assistance to you. Thank you in advance.

1/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 17 December 2015, a service technician came to our house to perform routine annual oil maintenance on our oil heater. It wasn't long before the technician informed me that there were cracks in one of the major components and that it needed to be replaced in order to guarantee its safe operation. I was told that the part was not available locally and needed to be ordered, and that it would not be available until 23 December 2015. I asked if the part could be sent via next day delivery and was told no. It still is not clear why, but my concern at that point was in not having heat for a week! To ease my concerns, I was told that the heater would be put back together, but I should try not to use it TOO MUCH. Well, the reason for replacing it was initially presented as a "safety issue". On the afternoon of 23 December 2015, the same technician arrived with the part and proceeded to attempt to replace the defective part. Again it wasn't long before he informed me that there was an issue, and that it was the wrong part. It would have to be reordered again. I asked if it could be obtained via overnight delivery and he indicated "No". When asked when it would be available, he indicated "next week sometime". I still found it hard to believe that a part could not be expressed in a no heat situation and asked if I could talk to a service manager. He indicated that there was no one at the office and that the only possibility might be someone named **** ****. I asked him for Mr. ****'s contact information and the service technician indicated he did not have it. He said he got ahold of him in the past by contacting Customer Concerns at ************* Similar to the previous week, I expressed concern about not having heat for ANOTHER WEEK in December and asked if he could reinstall the old part. He said No because when he took the old assembly out, it could not be reinstalled because "they fall apart". He then consulted with the manufacturer and put in the new part but without one of the assembly seals, and indicated "it should be OK" until the correct parts arrived. When that would be wasn't known. After the service technician left, I called Customer Concerns ************** to see if I could talk to **** ****, or a service manager, or anyone to get a part expressed. When I called someone named ***** answered, and indicated that the best she could do was to send an e-mail to **** **** with my home phone number, and that MAYBE HE WOULD RESPOND. Well, no response from **** ****. So I had a functional oil heater on 17 December 2015, then had a Horizon Services technician arrive to perform routine maintenance, and have sat in a cold house for a week to avoid using it, and am looking for**** to another week, maybe more???? and no one seems to be able to do anything. The response from contacting Customer Concerns is just silence. I do not appreciate the lack of urgency on the part of Horizon Services after being told there was a safety issue. The entire "whatever" attitude of Horizon Services regarding my oil furnace in December is very frustrating. "On-time guarantee" and "Don't wait all day for a repair technician" are catchy advertising slogans. Express delivery does not seem to be in their vocabulary. But then again, it's hard to tell when they fail to respond.

Desired Settlement: I would like to obtain an explanation from Mr. **** ****** or Mr. **** ****** as to why such a Keystone Cops experience and ho-hum approach. Get the right part expressed delivered and install it. It was working before Horizon Services "fixed it". What terrible service.

Business Response: Summary of Business Activity:
MTD Transactions: 693
YTD Transactions: 186,416

Thank you for taking the time to bring this to our attention. We take customer feedback extremely seriously and always share all concerns with our Customer Relations Managers, the responsible technicians and department managers, and even the two owners of our company. We would like to sincerely apologize for your situation and the inconvenience it has caused. We also apologize for the fact that we were unable to resolve your issue in a more timely manner. We understand that you have spoken directly to our Customer Relations Manager who had offered to provide space heaters for you home. We also attempted to find an alternative vendor who could provide the required parts faster. Our Customer Relations Manager is personally following up on your service call until completion. We have also extended a 50% discount for your part. As a service company, we understand the importance of our customers. In an effort to learn from your situation we will be using your concern as part of a training module during our next weekly in-house training session. Please do not hesitate to reach out should you have any additional questions. Thank you for your cooperation and 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. 

Regards,

 

 

 

 

12/31/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The technicians gave us false information when deciding on a new AC/Heating unit for the house. As a result of them assuring us that getting one of the most expensive systems would fix the issue of not getting enough air upstairs, we made the purchase. It turns out that that was not the case, and 2 years and almost 10 different appointments later, it was determined to be a different problem. Had we not been lied to when choosing a new system and assured that the problem would be fixed with this system, we would not have spent so much money on an expensive unit. Horizon will not own up to the fact that we were lied to and taken for thousands of extra dollars.

Desired Settlement: We dont feel like we should get a full refund, as we needed a new unit. However, we feel that we should be reimbursed about $4,000, which is the difference between the cheapest unit available and the unit we purchased. Had we been given correct information that there may be another issue, we would have purchased the cheapest system available and this current issue would not exist

Business Response: Summary of Business Activity:
MTD Transactions: 8,954
YTD Transactions: 156,201

Thank you for bringing this to our attention. We apologize for any inconvenience you may have experienced during the process of purchasing and installing your new system. We understand that you have spoken directly with our Customer Relations Manager regarding your situation. At this time we have agreed to remove the necessary drywall and repair duct work needed to have your system operate properly. We understand that you have elected to wait until after the holidays to complete this service. We hope that you have a safe and happy holiday season and we look forward to completing your service at your earliest convenience.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and for now I find that this resolution is satisfactory to me. I will inform you if there are any issues with the company following through on their promise once we schedule the appointment.

Regards,

 

 

 

 

9/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 8/18/15, a comfort consultant came to my home to give me a quite on replacing my air conditioning system. This was after a tech had been out to check my AC which had not been functioning properly. This technician found several problems, which was expected because my system was almost 20 years old. He recommended that I replace my system because it was so old and even if he repaired it he couldn't guarantee that it would last long. I pretty much knew I would have to replace it, and at that time I expected that I would likely have to pay about $6,000-$7,000 to have the entire system replaced. When the "comfort consultant" came to my home, he opened up a book and did a bunch of calculations and ultimately arrived at a price of $11,000. I almost fell out of my chair, but he assured me that the technicians were highly trained, and stressed the "100 % satisfaction guarantee" as well as their guarantee to do the job right the first time. Both of these guarantees are stated on their website. The ONLY reason I agreed to pay such an exorbitant amount was because he assured me that the job would be done by highly trained technicians and would be done right the first time. He made me feel that I could trust this company and I've never been more wrong! When the installers came to do the job, they didn't have the required permits that they were supposed to get before starting the job. I live in a condominium complex, and was informed by the property manager that Horizon has been informed on many occasions of the rules of this complex, and consistently chooses to ignore those rules. I had told them that I had one vent in my bathroom that has never worked, and could they please check on that while they were up there. They informed me that they couldn't figure out why the vent wasn't working, and it still didn't work when they finished the job. I live in the first floor unit, and unfortunately my air handler is in the attic which is only accessible through the second floor unit, so my upstairs neighbor was unwittingly involved in this whole process as well. After they finished the job, my neighbor informed me that she heard a "ringing noise" coming from her ceiling. I called Horizon back and asked them to please send someone to come check on this. When the technician came out he spent about 5 minutes up in the attic and said he didn't hear anything and couldn't figure out why she was hearing a noise. My neighbor's landlord is very knowledgeable about HVAC issues, and he went up into the attic right after the technician left and said he heard the noise right away and couldn't believe his guy couldn't hear it! The landlord was able to determine that I had an air leak, and was able to locate the disconnected duct to my bathroom in about 10 minutes...something the installers said they couldn't figure out. I called horizon back again and told them that the guy they sent was apparently incompetent because my guy found the air leak and the disconnected duct. They said they'd send someone out to fix it. The next night a different technician came and was able to hook up the disconnected duct, and fix the air leak, but identified the noise that my neighbor was hearing was a defective blower motor! So essentially a defective piece of equipment was installed! The technician told me they needed to order the part and would come back to fix it. The next day I was called to say the part was in and they would send someone that night to fix it. Who do they send? The first guy who missed the problem to begin with! How can they think this is a good idea? Send someone I already don't trust to fix a problem that he couldn't identify the first time?! Thankfully my neighbor's landlord went up there with him or who knows what would've happened. I was told by my guy that the tech wasn't even going to have me turn on my system to ensure it was working properly before he left! I've been in contact with an installation manager and a customer relations manager, who had the audacity to insult me by offering me a $100 visa gift card for my troubles. How can they advertise and stress "100% satisfaction guaranteed" AND JOB DONE RIGHT THE FIRST TIME and then not be willing to give me a significant refund on this? I did not get what I paid for, which was job done right the first time nor did I get highly qualified technicians, as it took 4 tries to get it right! I was also offered to have my service plan extended which I do not want. I really don't want any of their technicians to ever set foot in my home again, because I no longer trust this company, but I'm stuck with them for warranty reasons.

Desired Settlement: What I really want is a full refund and never to have to deal with this company again. Give me my money back and end all warranties, service plans, etc. because I no longer have trust in your technicians. You cannot guarantee that a job will be done right the first time and then not be willing to give significant compensation when you can't back that up.

Business Response: Summary of Business Activity:
MTD Transactions: 2,560
YTD Transactions: 62,182

Thank you for your patients during this time. We apologize for any inconvenience we may have caused and are thankful that you brought your situation to our attention. At Horizon Services, we take a high level of pride in our technical training program as well as in our technician’s abilities and skill sets.  As we state on our website and throughout our advertisements we do stand behind our work and our guarantees. We also admit when we make mistakes. We do apologize for the installation process that you have gone through and admit that it was not ideal. We hope that we have demonstrated our dedication to your satisfaction and to resolving your issues. Our Customer Relations Manager involved our VP of Operations in your situation and together they were able to provide the credit you have received as well as the extended parts and labor warranty for your new equipment. Please do not hesitate to reach out should you have any additional questions.

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. 

Regards,

 

 

 

 

7/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Last fall the service engineer stated to my mother that our Heating/AC unit is over 10 years old and it needs to be replaced. As I walked into the room he elaborated in more detail that the heat transfer pump is faulty as it is making noise. He stated that it would be cheaper in the long run to replace the whole system then to replace parts. Also it would be cheaper to replace it now before winter repairs begin piling up which would make it more expensive for parts and labor. I told him that we need to think on it and he left. The next day water appeared below our heating unit. A local plumber that our family uses came over to install a vanity unit that week and checked our heating system out for us. He found that tubing in our condensation pump was "damaged" which he repaired. Also in his opinion the heating unit was operating perfectly after this repair was completed (no noise from the heat transfer pump). In May Horizon sent a technician out to service our AC unit. He stated that the unit was performing adequately but since it was over 10 years old we need to replace it. We told him that we just got our roof replaced and we were not in the position to replace our heating/AC units at this time. A few days later it got hot outside again and the AC unit was not working. We found that the circuit breaker to our AC unit kept tripping. We called our local plumber who sent out his partner who is HVAC certified by Trane, Armstrong etc. He found that our compressor was improperly wired which resulted in our compressor burning out and needing replacement. I will let you make your own conclusions. We didn't use Horizon for this work and will not let them in our house in the future under any circumstances.

Desired Settlement: Refund of check #1456 for $198.00 for upcoming year's Heating/AC maintenance program.

Business Response: Summary of Business Activity:
MTD Transactions: 47,369
YTD Transactions: 11,684

Thank you for sharing your concern, we take all of our customer’s feedback very seriously and as you know we had one of our managers speak to you regarding your issue. We understand that during the conversation he explained how the compressor would not have ran as long as it had if it had been wired incorrectly. We also discussed with you how we were unable to be aware of any incorrect wiring if we had not done the work.

We respect your decision and have agreed to credit you the requested amount. We stand behind our work and our promise to ensure all of our customers’ satisfaction.

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i had a new heating system installed by Horizon Services in February 2015. In April when I went to run the central air I had issues with the thermostat. I have called and had at least 5 service people come out to take a look - the most recent today. Only to have the same issue (when it gets hot over 80 degrees) that my house heats up to over 80 degrees with 60%+ humidity. It's not my central air as the it works.

Desired Settlement: i would like it fixed and think I deserve some type of credit. I have contact Horizon Services for over 2 months for the same issue and it still hasn't been corrected!

Business Response: Summary of Business Activity:
MTD Transactions: 46,024
YTD Transactions: 10,256

Thank you for reaching out to Horizon Services regarding your recent concern. We were happy that our Customer Relations Manager was able to set up a time for our Sr. Technical Trainer to review your equipment for any issues. As you now know, we discovered a blocked coil and our technician was able to chemically clean the system’s coils. At this time we understand that your system is operating properly and you have expressed satisfaction in the resolution. Thank you again for allowing us the opportunity to review your system and resolve the issue!

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.

For a company that states "is a premier plumbing, heating & air condition company" I find their lack of communication from upper management appalling. It took 6 visits for a technician to figure out what was wrong. While talking with a CSR for the 4th - 6th time I was told I would be contacted by upper management and that has yet to happen. I would love to have had the opportunity to talk to upper management and feel I should have at least had a phone call.

So NO, I don't feel this complaint was even viewed or discussed with anyone. I will NEVER recommend Horizon Services to anyone due to upper management lack of concern in regards to my issues. I also know that this is considered a close case - I just wanted to provide what I thought should have happened and that was to have received a call phone Horizon Services. that would have satisfied me.

Regards,

 

 

 

Business Response: Summary of Business Activity:
MTD Transactions: 47,105
YTD Transactions: 11,560

We apologize for any confusion with the communication during our resolution process. We do not consider a case closed until we are able to fully resolve the concern of the homeowner.

With that said, we are sorry again that our representative did not reach out to explain how our owners and Sr. Technical Trainer had gotten involved with your situation. We understand that we had a technician make a service call to your home to perform a system tune-up which was able to resolve the issue.

We will be using your specific concern as a module in our next training session to ensure our communication processes are optimized and are used. Please do not hesitate to reach out should you have any additional questions.

7/14/2015 Billing/Collection Issues
6/19/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 5/6/15 I requested an estimate to fix clogged drain. Horizon has performed this before. I was informed last time that they could not do this again but would need to have drain pipe replaced. ***** gave me an estimate $3322.17. At that time he said there was a minimum of 3 day’s work if not more and he may have to go through walls, tear up carpet and kitchen flooring. I agreed to the work since Horizon was familiar with the problem. On 5/11/15 ***** and his helper arrived 9:00am. I stayed until 10:30 and went home and came back around 2:00. His helper was asleep on the floor when I walked in the door. ***** proceeded to tell me the last Horizon person was wrong and the drain could have been cleared instead of tearing up the kitchen floor concrete. He did put in a new piece of pipe so it could be cleared more easily next time since everything was all torn up anyway. I went back home and my fiancée went and checked at 3:30 and once more found the helper asleep and ***** just sitting there looking at the pipe. He asked him what he was doing because it didn’t look like work but ***** wouldn’t answer him and just said ‘who are you anyway’. I went back over at 5 and they were finishing up the concrete and he showed me a picture of what he had replaced. I said great and now the bill should be a third since it only took one day and one small piece of pipe was replaced and the drain cleared. He said no, I had to pay the whole thing. They also did not even clean up until I asked them is this how you’re going to leave it? Then they cleaned a bit. I believe this is unreasonable. I was duped into thinking by Horizon that this all need to be replaced when it didn’t and also that it would take so much longer. I believe the price should be reduced, even $1000.00 is too much for what they did. A sleeping helper and someone who just was wasting time by sitting there to make it look like the job took longer. And when I hear that the Horizon staff get commissions it’s even worse. And the floor looks terrible, the concrete is sunken in and I have to replace the whole floor when none of this even had to happen, it only needed the drain cleared but I was lied to by Horizon personnel. Also the estimate was for $3322.17, I supposedly got a 498.32 savings but then you were going to charge me 198.00 to have my heater and air conditioner checked and I said I didn’t need that so ***** made a big deal of taking it off the bill so my total amount came to $2823.85. I’ve talked to other plumbers since then and they can’t believe I was ripped off so badly. I was also required to sign a disclaimer waiving my right to cancel the payment.

Desired Settlement: I would be willing to pay $1000.00 (which even that is too much) and receive a refund of $1823.85

Business Response: Summary of Business Activity:
MTD Transactions: 21,023
YTD Transactions: 1,201

Thank you for reaching out to us. We understand that you have spoken to our Customer Relations Manager regarding your concern. Our internal team discussed your service call in detail with the responsible managers and our company’s owners.  As a one-time courtesy we are able to provide you with a partial credit based on those discussions. Thank you again for bringing this to our attention. 

5/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We just moved into a resale home that is less than two years old. Our neighbors recommended we get an air conditioning check up with Horizon Services, We made an appointment and two technicians from Horizon arrived. I had watched what they were doing and they pulled out the system's filter, said it wes clean and put it back into place. After examining the system for over an hour my wife and I, were told our air conditioning system was freezing up and would no longer be working unless we repalced a valve for over $2,000.00. When we told the technician, we would have to check our warranty first and we were surprised he found a problem as the heating and cooling system had been working fine, he became angry and nasty. In the mean ***e my wife spoke with the other tech who happened to be a trainee. She learned that they had turned off some parts of the system. Before they left we told them specifically to return things to the way they were before. We later received a call from a manager at Horizon who said we would not be charged for the service call as we were so upset. That evening, when the temperature outside went down, the heating system would not cycle on and we thought we smelled smoke. We called Horizon at 6:45AM and relayed this to them. Eventually a manager called and said a tech would be coming between 12-4. I called Horizon and requested the first manager who called, to call us again. We did get a different tech to come and fix the system. *** had turned off all power and had somehow ripped the furnace filter so that it had been caught in the motor which is why there was a smell of smoke. The filter was replaced and the unit checked over and was working when the new technician left.I want this complaint on file in case my air conditioning or heating unit fails or has any related problems in the near future. As a senior, I live in a 55+ community, my wife and we feel we have been targeted by this and other service providers.

Desired Settlement: Please keep this complaint on file as we are concerned the HVAC may have been damaged by the service technician.******* the technician who came to correct the problem *** ******* had created, said we did not need a valve that the system was fine.He did replace the new filter and apologized for the problems Tim and the trainee caused. As a senior, I live in a 55+ community, my wife and I, feel we have been targeted by this and other service providers.The manager who did help us was ******

Business Response: Summary of Business Activity:
MTD Transactions: 7,245
YTD Transactions: 36,891

Thank you for bringing this to our attention. We understand that you have made this complaint in order to keep a record on file of the situation. To address the primary concern we spoke to the customer in details and apologized for their first visit. After speaking with a manager we send out a sr. technician who was able to diagnose and repair the issue at no charge. The last time we spoke to the customer they expressed satisfaction with the resolution.

Again, thank you for your understanding. We will be using this as a working example in an upcoming training class for our technicians. We take a personal responsibility for our customer service efforts and take customer satisfaction very seriously.

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a brand new water heater 8 months ago. On Sunday 1/18/15, it stopped working. I called to have it serviced since we have a 10 year warranty with the system. The technician came out on Monday (1/19/15) stating the water heater needed to be replaced. I asked how that is possible on a brand new system. He said, it was because we ran out of propane. He told me he spoke to his manager and it would be approximately $1,700 to replace. I told him this was the first time this has ever happened and for us to purchase a new system was not happening. He told me he spoke to his manager and that was our only option. I called and spoke to the manufacturer and they told me that everything on the system could be replaced and it was under a 10 year warranty. I called several times to speak to a manager and tell me why it couldn't be fixed. I never received a call back, no one was ever available. I called again and they said someone would have to come out but couldn't until Wednesday, 1/21/15, between 4pm & 8pm. They called us at 5pm that night and told me they couldn't come and I would have to reschedule. They rescheduled for Thursday, 1/22 between 4pm & 8pm. They called at 5:17pm stating they were 21 miles away but were coming. At 6:45pm, I called and asked for an update and they said they were canceling. They said the job was a morning job not something to be done in the evening. I repeatedly told them we had 3 young children in the house and being without hot water was unacceptable. I told them again that I wanted to speak to a manager because this was unacceptable customer service. They told me no manager was available and they had to call one at home and call me back. I called back 10 minutes later and they told me they were going to send someone out the next day (1/23/15) to replace the entire system. On 1/23/15, a technician came out and said I didn't need a new system that it just needed to be cleaned. He told me he called the manager and reported the original technician that came out. He clearned our system and now the water heater is working fine. He told me that he spoke to a manager and I was going to receive a follow up call on Monday, 1/26/15. Here is it Wednesday, 1/28/15, and no one has made any attempt to call me. To be without hot water for a week with 3 young children in the house is unacceptable and extremely bad customer service. I feel that if I didn't do my own research and investigation that this problem would of never been solved. I never had a problem with Horizon in the past and are now very disappointed customers. The amount of time from work that I missed scheduling and re-scheduling is unacceptable and they company should no remorse to that fact.

Desired Settlement: I would like a 2 year warranty extension on the water heater.

Business Response: Summary of Business Activity:
MTD Transactions: 3,102
YTD Transactions: 15,268


We apologize for any initial concerns you may have experiences. From speaking with our Customer Relations Manager we understand that you were happy with John second visit and it helped you assure the status of your water heater. We hope you understand that we were unable to extend the warranty but have provided you with a credit associated with that potential cost. Thank you again for your patience and understanding.

1/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i hired horizon services to service my gas heater for $89 they asked me if my heater was working and i told them yes and their was no issues. the tech came and looked at my heater and said everything was fine . then the heater came on and he said their was something was wrong with it and he thought it was over heating and at that point he could not service it, i said how much would it cost to fix it and he told me around $800.00 (without even checking to see what the problem was) he then said that $800.00 was alot to put into my heater and i would be better of to purchase a heater from his company for $6,500.00. i then said no way, he then said that at this point he would have to charge me $79.00 for a service charge, i then asked how much would it cost to figure out the problem and he told me $179.00. i told him no way. i said you came hear and did nothing (no work) and you want to charge me $79.00 for aservice charge, i told him to call his and tell him that i was not paying for a service call, and that i called justto have my heater serviced and that their was nothing with my heater. he then said that since that i was not paying that they would put me on some type of list??? i dont know what he meant by that and he then left.. i then contacted another heating contractor (*********** heating & ac in wilm de.) and they came to my house on 1/14/15 and went over my whole heater and serviced it and they told me my heater was running fineand that they found no problems with my heater what so ever.

Desired Settlement: i just want to let them know that i felt they were trying to take advantage of me and that i also do not need any hits against my credit. and i would like a phone call from someone high up in the company to call me so that we could both talk about my issues

Business Response: Summary of Business Activity:
MTD Transactions: 7,391
YTD Transactions: 7,391


Thank you for bringing your concern to our attention. We understand that you have spoken in detail to our Customer Relations Manager. While we cannot speak to the diagnostic abilities or suggestions of another company we do stand behind our own technician’s analysis. As you have discussed with our Customer Relations Manager our technician found and issue that would need to be addressed before performing the system tune-up. He has / will provide you will all options to allow you to make an informed decision as to which direction you would want to proceed. We have extended a free system tune-up to you to use at your discretion. Again, thank you for your business.

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. 

Regards,

 

 

 

 

1/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Horizon Services, Inc. on 12/29/14. I spoke to a representative and she took all of my information (e.g., address, ph#, destination of heater, heater issue, age of unit, etc.). She explained to me, for $79.50, a service technician would come to the property and provide a diagnosis of what is wrong with my heater. Once Bill (service technician) arrived at the property, he briefly troubleshot the furnace. He called me on the telephone to explain to me what he thought the problem could be. After briefly explaining his thoughts on what it may be, he then said, if I want him to dig deeper to find the proper diagnosis, the initial fee of $79.50 would increase to $166.00. Without having much time to think this through, and the fact that Horizon Services, Inc. already had me for $79.50, I told Bill he can go ahead and dig deeper to diagnose the problem. After Bill received my "ok" that I would pay the $166.00, we ended the call. He then called me back to tell me the diagnosis. He voluntarily continued talking and told me the heater's life expectancy is 10-13 years, and he already knew the heater was 12 years old. He went on to say the heater was in bad shape. I immediately called Horizon Services' office and asked for a Manager. Jamie came to the phone and was nothing short of curt, condescending and accusing me of having someone else to do the repair cheaper, after I told him I was misled. So, my primary concerns are as follows: A) If the company is not going to diagnose the problem for $79.50, why would the representative state they would do so? B) Under what circumstances would anyone only pay the $79.50 diagnostic fee, and why wasn't I given this option? C) Given the fact that Bill knew the heater's age, life expectancy & "bad shape" condition, why would he not have shared this information with me prior to charging the higher fee of $166.00 so that I could have made a more educated decision re: paying more for just his diagnosis? To avoid the above from happening to future customers, I am requesting that Horizon Services, Inc. change their practices/sales tactic by removing one of the two initial fees ($79.50 and $166.00), as this causes a customer to be misled in believing the $79.50 would cover a complete diagnostic examination and result to the customer.

Desired Settlement: I'd be happy with a full refund because I would have never allowed Horizon Services come to my property had I known their true prices/fees.

Business Response: Summary of Business Activity:
MTD Transactions: 7,391
YTD Transactions: 7,391


Thank you for the feedback; this is something we will discuss with the responsible managers and owners of the company. We understand that you have spoken with our Customer Relations Manager regarding your situation and your dispatch fee. Every job is unique and sometimes the diagnostic may be more complex, require special equipment or a special technician and we may not know this until we see the situation first hand. With that said, we agree that you situation did not fall within the category and as a result we do apologize and have adjusted your dispatch fee to the original price. Thank you for your understanding and corporation. We will use your case and a discussion point to improve our policies and our business practices.


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. 

Regards,

 

 

 

 

1/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: thermostat does'nt work properly temperature fluctuates,thermostat re-boots at will, thermastat says heater is off when it is running etc, etc.?

Desired Settlement: repair or replace

Business Response: Summary of Business Activity:
MTD Transactions: 6,952
YTD Transactions: 174,928

We understand that you are having an issue with your system that may be stemming from the thermostat. Thank you for taking the time to speak with our Customer Relations Manager. As you know, we will be sending a Sr. Technician to your home to diagnose and fix any issues you may have. We appreciate your patience. Rest assured that we will have your system operating properly in no time.

Consumer Response:

Better Business Bureau:

Nothing has been fixed yet. If and when  anything is fixed or repaired , I will  notify you personally. At this point nothing has been settled.

Regards,

 

 

 

 

Business Response: Summary of Business Activity:
MTD Transactions: 3,356
YTD Transactions: 172,463

 

We understand that our Customer Relations Manager was able to speak to you this morning regarding your concern. You expressed to us that you now know how your control center or thermostat operates as well as your system and that while you were not present during the installation process that you are satisfied at this time. We were happy to go over your new equipment with you, should you have any additional questions regarding your new system please do not hesitate to ask. 

12/12/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a brand new heater from Horizon in April 2014. I was told that someone would be contacting me in regards to inspect my heater. Which was converted from oil to gas. I have called more than several times and ask when I will be having someone to inspect my heater after installing it. As of today 11/17/2014 I have not had any response. Please help.

Desired Settlement: Having someone come to inspect my heater after being installed.

Business Response: Summary of Business Activity:
MTD Transactions: 2,128
YTD Transactions: 158,932

We apologize for any delay with the inspection process. The inspector only works certain areas on certain days so we had some difficulty finding a day and time that would work best for all parties. Our Customer Relations Manager has since spoken with the homeowner and has made her inspection a priority. The inspection is scheduled for 12/10/14 and 3:30 PM. The homeowner has expressed a satisfaction with this time and outcome. Thank you.

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. 

Regards,

 

 

 

 

10/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Horizon came out to replace the furnace, they took an electronic air cleaner that was installed by ****** ** ******* which is the builder for my home. This was unauthorized and practically stolen from home. I have had this piece in my home since it was built, it was part of an upgrade and the total price I paid was $720.00. I had one of their guys come out and he called them company and verified it was taken and that they need to replace the air cleaner. They only offered to pay me $100.00 in place of replacing it. I would like a brand new electric air cleaner because I have adopted kids in my asthma and because I paid for the upgrade.my

Desired Settlement: I would like to have a brand new electric air cleaner placed back in my unit like it was before they arrived at my home. I will only take the exact same kind that I had please. Thanks for your time. I have a receipt here that shows what I paid for the extra upgrade. I live in a $750,000 house so it's about the principle. I don't go to Horizon and steal things from them so I would like this resolved peacefully and respectfully.

Business Response: Summary of Business Activity:
MTD Transactions: 7,245
YTD Transactions: 113,485

We understand that you have spoken with our Customer Relations Manager on multiple occasions regarding your concern. We have brought your comments to the attention of our upper management team and our Operations Manager and have conducted our due diligence.

At this time we are unable to take responsibility for what the homeowner believes occurred 5 years ago. Policies that we have in place ensure that our records indicate the detail of every job created and in no instance was their proof or reason to believe Horizon Services removed the equipment in question. Since we cannot – nor can the homeowner – provide substantial evidence that we removed his electric air cleaner 5 years ago, we are unable to appease his demands.

As a one-time courtesy, extended to a past customer, we did offer the homeowner a $100 gift card. This offer was rejected. We are unable to take any further action at this time. Thank you.

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.

Hello,

 

I want them to replace the air cleaner that was taken. I was working in ****** ***** ** and in **** **** ** at the time and my wife let them in to perform a service, it was taken then. I had to find my paperwork to prove that I had the upgrade and I will attach the document and the photos as well. I paid for the upgrade the first time so I don't need to make up a story. I have attached the paperwork and the photos. The paperwork shows that the electric air cleaner was more than $100.00 so I don't accept that. I would like to have my electric air cleaner replaced. The document shows that the air cleaner was installed when the house was built and and something was put in the place of the filter.

Business Response: Summary of Business Activity:
MTD Transactions: 3,568
YTD Transactions: 124,820

Our records indicate that the house was built 17 years ago – in 1997. The dehumidifier would have been 12 years old at the time of our installation. In no way are we disputing the fact that the customer did have an electronic air cleaner installed at the time of their home being built, however we are disputing the fact that we removed it at the time of our installation in 2009. If the customer can provide us with proof that that we took the dehumidifier and that it didn’t break down or get removed by another service company that we are, and always have been, willing to work with the customer and compensate them. Until we receive proof of these claims we are unable to take responsibility for an action or records indicate we did not take.

In August 2014, we made a warranty service visit related to a blower motor that we installed. Six days later the customer called us to file a complaint that we had removed the piece of equipment 5 years previous.

Since that visit, the customer has also had Horizon Services out to repair duct work that they claimed was falling from their ceiling. When our technicians arrived he determined that it was duct work from the original builder of the home and not any that we had installed. However, as a courtesy the technician reattached the ducts for the customer.

During the same visit, the customer told the technicians about the electric air cleaner situation. Unaware of the situation, the technicians called the office to inquire and were informed of our stance and that we were not taking responsibility without proof.

When speaking with our Customer Relations Manager, the customer said they were offered to have a new electronic air cleaner installed by Horizon Services in the past free of charge – but they declined. They claimed they would only want and accept the exact same one as previously installed by the builder or the money for that piece of equipment. 

The customer has maintained that Horizon Services knew and was aware of the situation prior to our August 2014 visit. However, when our Customer Relations Manger mentioned to the customer that they did not see any record of the customer calling into our office prior to our August 2014 service visit to make a claim regarding the air cleaner situation in our system, the customer stated that it was because they only now just realized that equipment was missing. 

At this time there is no way we can take responsibility for a 17 year old piece of equipment that we have no proof our company has removed. We are always willing to work with a customer but cannot be held responsible for something we did not do, and something where facts are not matching up.




10/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Horizon did not repair my air conditioning unit according to their own contract and guarantee. They refuse to reimburse my $926.00 to me as I have requested of them in multiple phone calls after waiting many weeks. Their technician came to my house 2X in the Spring for assessment and for repairs. When he was done doing his work, the air conditioning unit was still unusable. He insisted that with a hole in the coil, the unit was not reparable. (This was told to me after he worked on the unit upon his second visit) The technician was incompetent and left me with a $926.00 bill which he insisted that I pay and left me with an air conditioning unit that I could not use. The company sent out one of their sales people the next day for me to purchase a new unit from them at nothing less than $15,000.00. We could not afford this and the salesman left. Weeks passed by, and Horizon did not do anything to make things right. I called them again. *******, customer service, said that if I would be willing, they would get a new coil from their warehouse. Then, I talked to them again, and they said that they could order me a new coil and have the technician come out and install it when it came in. They said that they would credit my $926.00 toward the additional repairs. I tried to work with them. A few more weeks went by. I called them again. No coil had been ordered. They said that one was ordered, but they sent it back. I called them several times more, but the customer service person, *******, refused to talk to me or to call me back. On September 19, I finally talked to the manager who said that he did not think that his company did anything wrong and argued with me. He refused to reimburse my money. He has refused to get back with me, as he promised. Bottom line, I want my $926.00 returned to me. The Horizon technician was incompetent, and the management has behaved unprofessionally toward me as the client. Now they insist on "stealing" my money leaving me with an inoperable unit.

Desired Settlement: I wish to have the entire $926.00 returned to me immediately. The contact person for this complaint is **** *****, Customer Service Manager at Horizon HVAC Services.

Business Response: Summary of Business Activity:
MTD Transactions: 3,568
YTD Transactions: 121,896

We apologize for any inconveniences that may have arose during your recent repair service. 

At this time, our executive management team has discussed the customer’s concern in depth with the owners of Horizon Services and we have decided to provide the customer a complete refund for the initial job.  We understand the frustration of the homeowner and take pride in doing whatever we can to resolve any issues that may arise. We urge the customer to reach out to us if they have any further questions or concerns. 

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. 

 

 

8/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Round two with this company. Back in February I had the company service my HVAC. The tech advised the the blower wheel needed to be replaced. But of course their package deal would be the cheaper way to go. Motor, solenoid and blower wheel $1200 vs $800 for the wheel alone. So the part was never ordered. After raising it to A manager the part was available in two days. I called their office on July 2 because I heard a hum, after review the motor replaced five months ago was bad. Of course, I shut the unit down. When the tech came out on 7/3, **** turned the unit back on and it worked. However minutes later the motor showed it's true colors, seizing up and omitting an odor. I told the same tech in February to leave me my original motor since it was not broken. Thank God!! It has been a full week, no calls no information regarding the status of the parts and record heat this week. So since he placed my old motor back on, we didn't have to suffer. I wanted to see what was the matter, after my call to their office on the morning of July 10th, and a two minute hold w ******** the part isn't in. Why is it that I believe the part wasn't ordered again. Once...maybe; twice same Issue and same part. Horrible service and no additional calls today. On 7/11 we were traveling on vacation and I receive a call that part is in. I arranged to get home on 7/14 so that **** can replace the parts. In each case, when a call was placed a part was ordered. The first time it was blamed on the tech, but the second time there was no explanation. The matter has been resolved, but it warrants a complaint regarding the consistent service issues. I spoke with the tech today, who advised me that with the contract that I purchased in February; our service department would contact you to schedule your maintenance. I advised that there is still no call.

Desired Settlement: To back the products and services as mentioned during their sales pitch, and to ensure that their techs or service teams have the resources for follow up and part orders. If I could do this again; I would choose another service provider. Service based on cost and service levels are greatly skewed.

Business Response: Summary of Business Activity:
MTD Transactions: 9,562
YTD Transactions: 89,254

Here at Horizon Services, we are extremely dedicated to working with our customer to resolve any issues or concerns they may have. Our Customer Relations Manager has called this customer multiple times throughout this month. She has left messages and has even mailed a physical letter to the home of the customer. At this time we have not received any return phone calls and will attempt to contact the customer again.

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 had one message from 7/21 @ 3:56pm, but I rarely use my home phone. All of  my service calls used my mobile, and no letters have been received. I will call the office in the morning, and provide an update. This is concurrent with their service. I have digital voicemail and have all calls to my home. When the 7/21 call was heard it was mid August and ignored based on the complaint. 

 

 

 

 

Business Response: Summary of Business Activity:
MTD Transactions: 789
YTD Transactions: 95,124

Thank you for working closely with our Customer Relations Manager to resolve this issue. We must reiterate our apologies for the initial inconvenience. As we have discussed, if it is found that our technician did not follow the proper procedure when ordering your part, he will be addressed by his managers to ensure he complies with all policies moving forward. 

Regardless, we will also be using your specific case to revisit the part ordering procedures in our weekly training classes in an effort to bring this to the attention of all technicians. We hope to use this as an opportunity to proactively improve the level of service and compliance throughout the company.

With that said, we do appreciate your feedback and cooperation and trust that the resolution discussed during our phone call satisfies all of your needs. Thank you for your business.

7/12/2014 Billing/Collection Issues
6/30/2014 Problems with Product/Service
5/13/2014 Problems with Product/Service | Read Complaint Details
X

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.

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.

4/29/2014 Advertising/Sales Issues | Read Complaint Details
X

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. 

 


 

 

 

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

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.

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

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. 

 


 

 

 

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. 

 


 

 

 

2/27/2014 Billing/Collection Issues | Read Complaint Details
X

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.

12/19/2013 Billing/Collection Issues | Read Complaint Details
X

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 

 


 

 

 

11/25/2013 Billing/Collection Issues | Complaint Details Unavailable
10/8/2013 Billing/Collection Issues | Complaint Details Unavailable
8/14/2013 Problems with Product/Service | Read Complaint Details
X

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.




8/6/2013 Billing/Collection Issues | Read Complaint Details
X

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.

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

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.







Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

1840 Customer Reviews on Horizon Services, Inc.
Fusion Chart
Fusion Chart