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:05/31/2025

  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.

  Better Business Bureau:

  
  

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

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23402552
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

  

  Business Response

  Date: 06/10/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has been in contact with Ms. ***** regarding the gas furnace and heat pump installed by Horizon on 5/28/2025. We have apologized for the inconvenience caused by the service calls and have presented her with an option to address and resolve the issues. As of today, 6/10/2025, Ms. ***** has requested additional time to consider the options provided. Our Customer Relations Manager has scheduled a follow-up with her for tomorrow to continue working toward a resolution. We remain committed to ensuring Ms. *****'s concerns are addressed and resolved to her satisfaction.

• Initial Complaint

  Date:01/30/2025

  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.

  Better Business Bureau:

  
  
  
  

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

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  

  This has been an ongoing problem since June of 2024. Aside from the sales rep lying to us just to get a sale, the job was installed sub par and mediocre. Horizon has been out over 10 times to fix their own issues. After the last straw, which took almost a month to complete and fix, I was speaking to a woman from the corporate resolution team who started out extremely nice and understanding. She agreed with what we were going through and how bad it was, that compensation was due our way. We have spent over $20,000 for the work they did. So when everything was done, they offered us only $650 for the troubles along side the astronomically high energy bills we are now getting. (We can’t compared mtm and ytd totals and the difference was the new system they installed, which skyrocketed our bills) The sales rep told us it was energy efficient and would reduce our cost. But that was a lie and our bills have increased 300-400%. After we declined the $650 offer, she asked what we would like to counter with. We gave our number and ever since then, they have not called me back , have not responded to any emails except one that says their team is digging deeper into the issue. They had months of digging. Now they are completely ignoring us. We are prepared to take the next step unless they call us and settle within 7 days of today’s date.

  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 22877582

  
   
  

  
  
  

   

  
  

   

  . We spent $26000 with them and were lied to about the cost savings and the electric issues. We never had bills this high or issues with the power. They told us we needed to upgrade the electric for the mini splits to work. Feeling very lied to and taken advantage of, especially with the costs and no response to the issues.

  

  Business Response

  Date: 02/07/2025

  Thank you for the opportunity to respond to Mr. *********'s complaint. Our Customer Relations Manager has been in contact with Mr. ********* regarding his HVAC system installed by Horizon on June 4, 2024. Mr. ********* has expressed concerns about his electric usage since the installation. Our Customer Relations Manager has explained that the increase in electric usage is likely due to the transition from oil to an all-electric system. To address his concerns further, we have offered to send a technician to review the system on February 15, 2025, to ensure it is operating properly. We will continue to remain in contact with Mr. ********* and work toward a satisfactory resolution.

  

  Business Response

  Date: 04/11/2025

  Thank you for the opportunity to respond to this complaint. We sincerely apologize for the repeated repairs required following the installation of the system by Horizon Services on June 4, 2024, as well as for the frustration and inconvenience this situation has caused. We also regret that our communication left Mr. ********* feeling ignored, which was never our intention. Our Customer Relations Manager carefully reviewed his concerns, including the reported increase in electric usage, in collaboration with our executive team. Following this review, the Customer Relations Manager engaged directly with Mr. ********* to address the matter. After a thorough investigation, it was determined that replacing the mini-split system was the appropriate course of action. This replacement was completed on March 15, 2025. In addition, a mutually agreed-upon refund was issued to further address Mr. O’Donnell’s concerns. We are pleased to report that Mr. ********* expressed satisfaction with the resolution provided.

• Initial Complaint

  Date:01/14/2025

  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.

  Better Business Bureau:

  
  

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

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 22805087
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

  the day of my scheduled appointment, 43 minutes before the beginning of the window provided, I received a call from another associate stating my appointment would not be possible & I would have to reschedule yet again. After explaining all of the above to the associate, including that they waited until I got home from work (that I took off to be at the appointment), I am now having trouble with my system that they have pushed off maintaining, she told me they could come out to address the problem, but would not perform the maintenance. That makes no sense. They would already be there, and I've now had to wait 3 months & 10 days, but you still can't maintain my system? I told her I wanted to escalate & speak to her supervisor, she told me there are no supervisors to speak to & I would have to wait 24 business hours when the supervisor would call me back which has elapsed (3 days & counting) without callback. What good is an appt or maintenance contract if the company won't honor it and actually show up?!

  

  Business Response

  Date: 01/17/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager spoke with Mr. ******** regarding the rescheduling of his maintenance appointment. We apologized for the inconvenience and rescheduled his appointment for January 20, 2025. Mr. ******** appreciated our follow-up, and we assured him that we would address this matter internally. He expressed satisfaction with our response and our efforts to resolve the issue. We will follow up with Mr. ******** after his appointment to ensure everything has been resolved to his satisfaction.

• Initial Complaint

  Date:01/06/2025

  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.

  On 1/2 our 6 year old furnace we purchased from Horizon had a heat exchanger fail. The part is under warranty and we would told it would need to be ordered. It has been 5 days me and my family have been without heat and temperatures have been below freezing. I have made multiple attempts to get updates but every time I am told there is no update at this time. I have asked to speak with a manager and I was told that is not possible. I am unable to seek repairs from another HVAC company because it will void the warranty. I need help and Horizon does not want to help or provide any updates to fix my issue that they are responsible for.

  

  Business Response

  Date: 01/16/2025

  Our Customer Relations Manager made several attempts to contact Mr. ***** regarding the replacement of his Heat Exchanger. We were able to complete the repair on January 7, 2025. Following the completion of the repair, our Customer Relations Manager also made an effort to follow up to ensure everything was functioning properly; however, we were unable to reach Mr. *****. We kindly encourage Mr. ***** to contact us directly should there be any remaining concerns or if further assistance is needed regarding this matter.

• Initial Complaint

  Date:11/18/2024

  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.

  Better Business Bureau:
  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. I sincerely appreciate the Customer Service Managers prompt response, especially in light of the fact our Lennox heat pump unit did require a warranty repair that was detected during the maintenance visit. She also followed up to ensure that was taken care of as scheduled. Dispatchers should not be allowed to cancel appointments at will, especially on a Sunday evening for a Monday morning appointment. I also thank the BBB for their support in this matter as well.
  
  
  
  Regards,
  
  
  Complaint ID: 22570102le or "standby". This is unacceptable. You can see from our attached service record that we have not been able to successfully have our service visits completed twice per year. If you do not wish to maintain HVAC units you sell for thousands of dollars, clearly state to customers that when you sell these units.

  

  Business Response

  Date: 11/27/2024

  Thank you for allowing us the opportunity to address this matter. Our Customer Relations Manager has personally spoken with Mrs. **** regarding her concerns about scheduling. We sincerely apologized for the inconvenience caused and took immediate steps to reschedule her maintenance appointment, ensuring it would not be altered again. Mrs. **** expressed her satisfaction with the technician's service and appreciated our efforts to resolve the issue promptly. We remain committed to providing excellent service and have encouraged Mrs. **** to reach out to us directly should she have any concerns in the future.

• Initial Complaint

  Date:10/12/2024

  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.

  Better Business Bureau:

  
  
  
  

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

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 22414595

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 10/22/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has reached out to Mr. ****** regarding the scheduling of his maintenance service. We sincerely apologize for any inconvenience caused and have rescheduled the appointment to a date that is more suitable for him, which is set for November 2, 2024.
  As a gesture of goodwill, we have offered Mr. ****** a complimentary year of our maintenance plan. Additionally, we will follow up with him after the service appointment to ensure that he is fully satisfied with his experience.