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.

  On May 28 2025.Horizon Services installed a so called new hvac system...the next day i had to call them because when i turned on the heat , the air conditioner came on. The tech came examined the unit and said there was a miss wiring ...he claimed he fixed it and left ...later on that day i noticed the a/c kept coming on even after it had reached the desired temperature...i have a two story house and there is also a thermostat upstairs . because i have a dual zone unit ....no air was coming out of the vents upstairs...and it was getting colder and colder downstairs. I am soo Angry with this company.. It is literally 3 days and I am still having problems ...I called again for a technician and was told there may be a charge for service...ON A BRAND NEW SYSTEM???
  I am hoping to get help to resolve this problem..

  

  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.

  Customer Answer

  Date: 06/13/2025

  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
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• 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.

  We had Horizon do an install at our home for upgraded electric panel and mini split system. Our original plan was gas conversion from oil but that deemed too expensive since we live on a state road and bringing the gas line in was $10000 alone. So we explored other options. The rep from horizon said mini splits were the way to go and would say us an astronomical amount of money on electric bills. First couple months seen nothing (no decrease in peco bill, slight increase) but had issues with the breakers popping in certain rooms that never happened before the upgrade. Now, we got our bills from peco. Our electric bill was usually $130-170 a month including summer with the AC units running. With the mini split system , our bill in Nov was 300, Dec was 378 and January was $686. Mind you, we are at work 3/4 of the day and not running the units. I have called 11 times trying to get someone from Horizon on the phone and nobody calls back. They are aware of the issue and refuse to address it. 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.

  Customer Answer

  Date: 04/03/2025

  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

  
   
  

  
  
  

   

  
  

   

  

  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.

  Context: I purchased a Lennox Heating & Air Conditioning system from Horizon in 07/22/2022 with a retail price of $23,000. First issue summer 2024 when trying to get my system maintenance. The appointment was cancelled at the last minute by an extremely unprofessional associate, so much so, that the company gave me a free 2 year maintenance contract as compensation. Current issue: trying to use that maintenance contract. Called 10/4/2024 to schedule service & was told first available appt 1/1/2025. I reminded the associate that this is New Year's Day, and confirmed again that it was available. On 12/17 received a call from another associate that 1/1/2025 is a holiday & as such is unavailable for anything but emergencies. After expressing my displeasure, she said I could be rescheduled to 1/10/2025. I received several emails & texts reminding me of this appt, & received email confirmation from Horizon on 1/9/2025 that my appointment was confirmed with them. On 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.

  Customer Answer

  Date: 01/22/2025

  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
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• 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.

  Horizon sold us a Lennox XP-20 Heat Pump in May 2017. In 2020, the copper evaporator coil failed-a known defect for this make and model (reference Lennox class action suit 2007-2015). As we have a 10 year warranty, Horizon replaced the coil but had to use the same copper coil that was subject of said class action suit. We have experienced consistent service issues with Horizon canceling our twice yearly maintenance appointments that we have scheduled weeks, sometimes months in advance yet their website consistently and falsely advertises same day appointments. Horizon has engaged in deceptive trade practices by claiming to help customers maintain these costly units but fails to meet those promises-leaving customers vulnerable to voiding of warranty through lack of maintenance or the very least, costly repairs. Our Nov 18 10am-2pm appointment was cancelled even though we confirmed it on Sunday Nov 17 at 4:00pm EST. We were offered a Dec 21 rescheduled appointment when we are not available 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.

  Customer Answer

  Date: 12/03/2024

  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: 22570102

• 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.

  I have been a customer of Service **** which is now Horizon Services and for the last 3 years I’ve made appointments way in advance and they always cancel appointments the day they’re scheduled to come out and do maintenance service. I made appointment on August 27,2024 for October 12,2024 from 8-12 AM. They called around 10:00am telling they would not be coming due supposed emergency call 3 years in a row. This is poor customer service Dispatcher ****** has to be the worse. She is always the one that calls. They always advertise on time service and customer service. Something is wrong with this company always trying to sell us products that are not needed and some poorly trained employees

  

  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.

  Customer Answer

  Date: 10/28/2024

  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

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:07/17/2023

  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.

  Horizon will not honor a 12 year warranty with my Lennox air conditioner. First you have to have maintenance done every year at a cost of $148 per year. The service does not include any filters which they want to replace for $275 each. If you don't do the maintenance and buy the filters every year, then Horizon claims that is neglect and abuse to the air conditioning system. No matter what the problem is with the air conditioner, the neglect claim by Horizon will instantly void the warranty and any chance of having warranty work done. If the power takes out a component, then the excuse is "An act of God" and again not covered by warranty. If thats not enough, the Horizon technician misdiagnosed and problem with my system and said my main control board was bad and again not covered under warranty. That board was $450 from Horizon. Since Horizon claimed voided warranty, I replaced the board myself. Upon replacing the main control board, The problem was exactly the same. A google search was point to the blower motor as the cause of the problem. I called Horizon and asked for a second evaluation. I was greeted by a warranty technician that promptly said my system had been neglected, an act of God for the original problem, and now since I changed the main board under the misguided direction of the original technician, I've voided all warranty past and present. Horizon is preloaded with all of the excuses NOT to perform any warranty work. Horizon wanted to perform non-warranty repair of the blower motor for $2500 plus service call charges. I was forced to repair the AC myself. I installed a new blower motor for $249 and a couple of hours of my time. Problem solved no thanks to Horizon Services. I purchased my AC system from Horizon new with the promise of a 12 year warranty. Horizon now refuses to honor the warranty. I have a worthless warranty and promise from Horizon. Im asking for $2500 for my parts and labor to repair my AC unit.

  

  Business Response

  Date: 07/28/2023

  We're extremely sorry to hear of Mr. ******'s warranty related items. We are reviewing the warranty originally purchased with the 2014 install of his AC, and will reach out to rectify the matter. 

  Customer Answer

  Date: 08/01/2023

  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: 20332138

   ><><><><><><><><><><><><

   

         To this date, Horizon has not offered any resolution to the issue at hand.  "We will get back to you" is not a resolution.

   

   

  
  
  

   

  
  

   

  

  Business Response

  Date: 08/30/2023

  Thank you for providing us the opportunity to review and respond to Mr. ******'s concerns. We have attempted to make contact with Mr. ****** to discuss, and let him know we will continue to honor their warranty and apologize for any confusion in the matter. If Mr. ****** would like to futher discuss the matter we encourage him to reach out at his earliest convenience and request to speak with a Customer Relations Manager. 

• Initial Complaint

  Date:08/27/2022

  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.

  Horizon is utilizing false advertising. A billboard on Rt 13 in Sussex County is boast in large letters that they have 1 day service. Their website states same day or it free yet when I attempted to have them come out on a Saturday the earliest they could come was the following Tuesday. We also had a contract with them for our HVAC system, at that time so it was a bit of insult to injury. Despite request a callback from a supervisor none was received. If that is their turn around time that is fine but quit lying about it to consumers and giving false expectation.s They can certainly pay for the service charge I had to pay to get same day service with another company. $75.00.

  

  Business Response

  Date: 09/08/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Mr. ******* to discuss his concerns. We do have the offer 'Same Day HVAC Repair or it’s Free' with the disclaimer that the dispatch or trip charge will be refunded in the event that we are unable to substantially complete (in working order) the repair prior to 10:00 p.m. on the same weekday the service was initiated as scheduled. In an effort to resolve this matter with Mr. ******* we offered to reimburse the amount he'd paid for his service contract with us. He is satisfied with this resolution.

  Customer Answer

  Date: 09/13/2022

  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 however, the business should clearly communicate the details of their "same day service" as it is not same day.  

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 17785157