Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company began charging my credit card $39.95/month beginning January 14, 2025 (for a total of $239.70 year to date. I am not familiar with Horizon Direct ********* and I did not ever sign up for their service. I cannot find any contact information to get these charges to stop and/or request a refund. I'm a senior citizen on a fixed income, this seems like theft! I would like these charges to cease immediately and hope Horizon will issue me a full refund.

  Business Response

  Date: 07/19/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.
  
  Upon reviewing your order, we found that the $39.95 charges was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, *********** Spray. We want to assure you that we have canceled the subscription and refunded the charges in full. You should see a refund in your account within 3-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.
  
  We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.
  
  We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.
  
  

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a product online called Splash in December of 2024. It was delivered and paid for on my January bill. Immediately after that, I was charged with a recurring amount of $39.95 every month. I didn't even know what Horizone Direct was at first until I found out it was a subscription. I did not knowingly or willingly sign up for a subscription and have never used it. I would like to get these charges cancelled immediately and money refunded if any is still pending.

  Business Response

  Date: 07/18/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.
  
  Upon reviewing your order, we found that the $39.95 charge was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, Splash Foam Cleaner. Also, as checked our record shows that we already canceled your subscription and refunded the charges in your account. Moving forward, you will not incur any further charges related to this subscription.
  
  We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.
  
  We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.
  
  

  Customer Answer

  Date: 07/21/2025

  Horizon Direct claims that they have canceled the subscription, to which I did not knowingly or willingly subscribe, and that they canceled all charges.  However, on Saturday, (July 19, 2025) I received a bill from my credit card company with a charge of $39.95 for February and another of the same amount for June.  Both should have been withdrawn at the time of the cancellation.  In looking over the bill more closely, I realize that they put the amount owed under new balance in stead of zero balance.  Instead it lists it as -$41.70.  Im sorry I did not catch that.  I guess I just saw new balance and figures.   This sounds like the case may be resolved.  Thank you for your time and efforts. Do you think I need to wait until I receive the next bill before marking this case closed.
  *** ********
  Case #********  

• Initial Complaint

  Date:07/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was fraudulently signed up for a $39.95 a month subscription to Horizon Direct when I made an online purchase. I recently reviewed my bank account and noted the charges that I did not recognize. Upon contacting Horizon Direct, they told me that I had been signed up not that I signed myself up. This business should be shut down and principles prosecuted for committting wire fraud.

  Business Response

  Date: 07/15/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.
  
  Upon reviewing your order, we found that the $39.95 monthly charge was for the monthly subscription to Horizon Direct, which was initially added to your order at checkout through one of our partner brands, Best Breath. We want to assure you that we have canceled the subscription and refunded the charges in full. You should see the refund in your account within 3-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.
  
  We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.
  
  We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.
  
  

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You have been steeling from my ******* mastercard for months . I don't even know who you are but I NEVER subcribed to your company.

  Business Response

  Date: 06/27/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.
  
  Upon reviewing your order, we found that the $39.95 charge was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, ************** Cleaner. We want to assure you that we have canceled the subscription and refunded the charge in full. You should see a refund in your account within 3-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.
  
  We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.
  
  We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.
  

• Initial Complaint

  Date:06/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You have been charging my bank $39.99 every month, I do not want this service any longer

  Business Response

  Date: 06/21/2025

  Thank you for bringing this to our attention. We sincerely apologize for any confusion or inconvenience caused by the additional charge.

  After reviewing your order, we found that the $39.95 charge was for the monthly Horizon Direct subscription, which was initially added during checkout through our partner brand, Splash Foaming Cleaner. Weve gone ahead and canceled the subscription and issued a full refund. You should see the refund credited to your account within 3-10 business days, depending on your bank. Rest assured, no further charges will be applied to your account for this subscription.

  We want to emphasize that our subscription offer is fully transparent. At checkout, customers are always given the option to decline any additional products or subscriptions by selecting NO, Thank you. We apologize if this was not fully clear, and we appreciate your feedback as it will help us improve our communication going forward.

  We hope this resolves your concern, but if you have any other questions or need further assistance, feel free to reach out. We appreciate your understanding and thank you for giving us the opportunity to make things right.

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For several months (January-May) my bank account has been charged $39.95. I do not know why this money has been taken out of my account. I have tried multiple times to cancel this and it is still taking money. Please get this fixed ASAP.

  Business Response

  Date: 05/16/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.
  
  Upon reviewing your order, we found that the $39.95 charge was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, Smooth Glide Skin. We want to assure you that we have canceled the subscription and refunded all the charge in full. You should see a refund in your account within 7-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.
  
  We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.
  
  We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.

  Customer Answer

  Date: 05/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* Case
  
   
  

• Initial Complaint

  Date:05/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Monthly charge to my bank account in the amount of $39.95. I don't want this service, subscription, or whatever this is for. This occurred for February, March, and April.

  Business Response

  Date: 05/10/2025

  We truly appreciate you bringing this issue to our attention. We understand how unexpected charges can be frustrating, and we apologize for any confusion or inconvenience this may have caused.

  After reviewing your order, we discovered that the $39.95 charge was related to the monthly subscription for Horizon Direct, which was added during the checkout process as part of a promotion with one of our partner brands, Splash Foam Toilet Cleaner. We want to assure you that we have already canceled the subscription and issued a full refund for the charges. You should see the refund reflected in your account within 710 business days, depending on your banks processing time. Please rest assured that no further charges related to this subscription will be applied.

  We want to make it clear that we strive to be completely transparent with all of our subscription offers. During checkout, customers are always given the opportunity to opt out by clicking NO, Thank you to decline any additional products or services. We regret that this may not have been clearly communicated in your case, and we will certainly take your feedback into account to enhance our process moving forward.

  We hope this resolves the situation, but if you have any other questions or need further assistance, please dont hesitate to reach out to us at *************************************** We truly appreciate your patience and understanding, and thank you for giving us the chance to address your concerns.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the months of March, April and May my credit card was charged $39.95 each month. I do not know this Horizon Direct company. I had to cancel my credit card because I dont know Horizon Direct. I would like to be refunded my full amount and to have no more charges.

  Business Response

  Date: 05/05/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.
  
  Upon reviewing your order, we found that the $39.95 charges was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, *********** Spray. Also, our records show that there were 4 charges from Horizon Direct for $39.95 each; however, only three charges were approved by the bank, and one charge was declined on 02/16/2025. We want to assure you that we have canceled the subscription and refunded the three charges in full. You should see a refund in your account within 7-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.
  
  We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.
  
  We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.

  Customer Answer

  Date: 05/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:04/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged ***** on my credit card. February 23, 2025. I never received any services. I would you to reverse the charges.Thank You

  Business Response

  Date: 04/28/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.
  
  Upon reviewing your order, we found that the $39.95 charge was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, Splash Foam Toilet Cleaner. As checked, our record shows that the subscription was already canceled on 03/10/2025. Moving forward, you will not incur any further charges related to this subscription.
  
  We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.

  Also, as a gesture of goodwill, we did attempt to process a refund for your purchase. Unfortunately, we noticed that you have already opened a claim with your bank regarding the transaction. As a result, we are unable to process a refund through our system while the claim is active.
  
  We kindly ask that you reach out to your bank for assistance in resolving the refund. They will be able to guide you through the process, and we trust they will be able to assist you in expediting the resolution.
  
  Again, we deeply apologize for any confusion or frustration this situation may have caused. We value your business and are committed to ensuring a fair resolution.
  
  If you have any further questions or need additional support, please dont hesitate to reach out to us at ********************************************************************. We appreciate your understanding and thank you for giving us the opportunity to address the situation.

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 months in a row (February, March and April) my checking account was charged $39.95. I have no idea what the charge was for. I just noticed the $39.95 this month as I have been sick going through chemo treatments for leukemia. Id greatly appreciate your assistance with this matter. Thank you!

  Business Response

  Date: 04/15/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.
  
  Upon reviewing your order, we found that the $39.95 monthly charge was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, ***********. We want to assure you that we have canceled the subscription and refunded the charges in full. You should see a refund in your account within 7-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.
  
  We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.
  
  We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.