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:11/21/2023

  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 11/19/23 I awoke and the house was 60 degrees and the heater wasn't blowing. I contacted Horizon Services and a technician came and "assessed" the heater. The tech said that the blower motor and inducer motor were both failing and that it was in the thousands of dollars to fix. an appointment was made for the evening for a quote. I was told a new heater was the way to go and worst case scenario, it would cost $14000 and the $160 assessment fee would be waived if a contract was signed that night. I called another HVAC technician that said he cleaned a sensor, the heater looked good and the blower and the inducer motor were functioning well and he charged me $130. The heater is working without issues. I would never recommend Horizon to anyone. They're trying to fleece people. I'm very disappointed.

  

  Business Response

  Date: 12/04/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** to discuss her experience with us. She advised she had a second opinion from another company who also determined the inducer motor for her heater needed to be replaced. The other company offered this repair service at a low cost than what we quoted to *************** We apologize for any dissatisfaction regarding the cost of the repair. Horizon Services charges by the job, so this price is all inclusive of the parts, labor, warranty and value of our services in this cost. We strive to provide quality service and upfront fair pricing to all our customers. As a courtesy we agreed to refund the $157.81 diagnostic fee and maintenance contract ************** purchased during her service visit on 11/19/2023. She is satisfied with this resolution. 

• Initial Complaint

  Date:09/13/2023

  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.

  On 09/11/23 scheduled an appointment online to look at out home AC unit that was not working.On 09/12/23 a gentleman showed up to look at the unit with my wife home. He found a leak in the system. Told my wife could fill it with freon and it will last rest of this year and possibly next year. Over $500.00. Fix or replace the unit. My wife called me. I told her to have it filled for now until we make a ************* year (spring). He filled it and charged us. Said he would email us pictures and the bill. Freon lasted 2 hours. 82 degrees last night. I called twice. Both times they hung up on me trying to transfer me. As of 09/13 never received the email of the photos and the bill. I called a new ac technician the next day. He was able to temporarily fix it until we get it replaced. Said we should have NEVER been told this would last rest of this year and next year.

  

  Business Response

  Date: 09/24/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** to discuss this matter. On the service visit for his home on 9/12/23 ************** performed an electronic leak search and found a leak at the indoor evaporator coil. He discussed options for a new evaporator coil, refrigerant recharge, or to set a consultation for a quote on a replacement system. We added refrigerant to the system at the customer's request. We apologize for any miscommunication that *** have occurred, as we cannot determine how long the refrigerant will last with an active leak present. Due to ******************** concerns we agreed to refund the cost for the refrigerant to resolve this matter. He is completely satisfied with our response at this time. 

  Customer Answer

  Date: 09/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ***********************

• Initial Complaint

  Date:09/13/2023

  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 9/12/23 I had Horizon come out to look at 2 split a/c units. One in my bedroom was cooling on and off and the one in my kitchen was leaking water. Technician showed up and started his assessment, which just involved looking at them and taking temp readings. Told me my units were dirty but in order to clean them it would be a lot of work of taking the units apart and didnt feel like it was worth it. Thats kind of the reason I called him out. Then had no real answer as to why the one in the kitchen was leaking water. Kept saying its probably just freezing but no further work as to why its freezing. The one in bedroom was cooling while he was here so he didnt look any further into it. The problem is though he broke the one in my living room which isnt even one I called him to look at. He ripped it off the wall. Its now barely hanging on the wall and rattling. He was going to leave without even addressing it. When I pointed it out to him his response was oh yeah I dont know, I must have pulled too hard, I doubt it but you can blame it on me if you want. Yeah well it wasnt like that before you got here.I paid $140 for the 2 problems I needed fixed to not even be touched and have a new problem created. Unit in kitchen is still leaking a waterfall and once again the one in my bedroom isnt blowing cool air. So all I did was pay money for a bigger problem then I started with.

  

  Business Response

  Date: 09/24/2023

  Our Customer Relations Manager reached out to ****************** to discuss this matter. Due to the concerns with the service we offered to send a senior technician to evaluate the issue with the mini splits and address any concerns from the service call with our initial technician. ****************** declined to have a senior technician out to the home. We agreed to refund the charges from the service call on 9/12/23 as a courtesy to resolve this matter. ****************** accepted and is satisfied with our response at this time. 

• Initial Complaint

  Date:08/21/2023

  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.

  Day 1 I had called Horizon thinking a noise was coming from the water heater Aug 13. ******* said it was not the water heater but the fill valve in the toilet tank.Day 2 Plumber came to the house to replace a toilet tank flapper which should have been the day before when he replaced the fill valve in the same toilet( August 13). Date August 14 the flapper in the original toilet was replaced.The second bathroom toilet tank was leaking form a retaining s**** I asked the plumber to check the leak. He said to do so would require the removal of the toilet tank. I agreed to pay for that. He did not do that. When I asked what he had done he said he replace the bolt and washer. I HAD TO SIGN FOR THE WORK BEFORE ANYTHING WAS DONE.A few hours later the leak was still leaking and when I looked in the tank the same bolt and washer were still there nothing new. Leak still there. I was billed $****** for a faucet adjustment. He did NOT touch a faucet in my house. Is tightening a bolt a ****** job when told it would be fore the removal of the tank and checking to see if it was cracked which was NOT done.I contacted Horizon 4 times once in writing an 3 times with a customer rep who said they would email a customer service specialist who would contact me. That was one week ago and no one has contacted me about this problem.

  

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has made attempts to contact **************** but we have been unable to make contact with him to discuss this matter further. After review of the plumbing invoice on 8/14/2023, we do believe the $236.00 was charged in error. We pride ourselves on providing the cost for the job upfront, so our customer's can make a decision about moving forward with the work and agreeing to any applicable charges. We have addressed this matter internally and have refunded $236.00 to the credit card used at the time of the service. We encourage **************** to reach out to us with any further question or concerns. 

  Customer Answer

  Date: 09/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *************************

• Initial Complaint

  Date:04/09/2023

  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 October 6th I had this company install a new hot water heater failed. I contacted the company and provided what my existing hook-up was (propane) and that my water heater wasn't lighting to heat water. Two techs showed up and replaced the tank. A month later, the hot water heater wouldn't stay lit and i had no hot water. I contacted Horizons Services to send a tech and on November 14th a tech came out and assessed the problem as a draft putting the pilot out and leaves. I continue for the next few days to have problems so I call back on the 17th and get scheduled for someone to come out. On the day the tech was scheduled nobody showed. I called again and was told the tech was stuck on his first job and they would send someone the next day. The next morning a tech shows up and advised me that the tank that was installed was for natural gas not propane and that they wouldn't be able to replace it until the following day. By now I'm on fire because from my perspective the lives of my family has been put in jeopardy. The next day this company sends the same techs who installed the wrong tank the first time and rather than apologize the tech tells me he was going off of what he was told my hook-up was and went further to blame me for telling the office I had natural gas hook-up. Updated 4/6/23 I did end up getting a call after i posted a poor review from someone that I thought was interested in making this right. I was informed that I would be reimbursed a dollar amount because the install was financed and it was the best they could do. I thanked her for calling and was looking forward to at least paying those few hundred dollars toward the bill. In the interim I had to get the unit inspected which ended up failing inspection.An improper unit installed, a promise to reimburse that I never received and a failed inspection is enough to be outraged.

  

  Business Response

  Date: 04/24/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ********************** to discuss this experience. We have addressed internally the issue from the installation completed on 10/6/2022 so this does not happen again and we apologize for the inconvenience this has caused. The water heater was replaced on 11/21/2022 and we agreed to a partial reimbursement from the replacement due to the experience. Due to an error, there was a delay in having the refund processed but we have since confirmed the check was mailed to ********************** on 4/17/2023. On 3/16/2023 we scheduled a plumber to address all outstanding items from the inspection. The reinspection is scheduled for 4/26/2023 and we will follow-up with ********************** to ensure nothing is left outstanding. ********************** is satisfied with our response at this time. 

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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.

  Hello, I had a new system installed on 1/5/2023 for $15,000 since then the heat has gone out twice. The first time was on 1/8/23 and a technician came out after I begged for this to happen so I could make my plans for the evening. They came out and replaced the thermostat saying this was the issue. Today is 1/11/2023 and the same issue. I now have an extremely cold house since I do work and a new heater that is not working. I was given a window of 4-8 pm for someone to come out. I am not confident this will be remedied and I do not feel confident that I can be out for any extended period of time or go away in fear my pipes will freeze. I am not getting the support and just bounced around to the technicians that service everyday clients. I am beyond mad and disappointed. Can someone share where else I can go for assistance? Thank you.

  

  Business Response

  Date: 01/24/2023

  Thank you for the opportunity to reach out and resolve **************************** concerns. Our Service manager ***** spoke with her and scheduled to have a technician out to the property. Upon the technicians assessment they were able to repair the issue with the **** unit and it was operational upon departure. Our Customer Relations manager has attempted to followup with ************************ to ensure the unit has continued to work but have not been able to make contact. We consider this matter resolved and encourage ************************ to call us should there be any other items that need addressed. We want to take the opportunity to thank her for being a customer of ours and her patience in this matter.

• Initial Complaint

  Date:01/03/2023

  Type:Order 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.

  In June of 2022 my wife and I decided to have our heating and air conditioning system replaced as it appeared to be on the verge of failure. I chose to use Horizon Services as their business had been serving our area for a long time and I knew they used quality parts and products. I also knew that because of these factors and the warranties they provide for their work that there would be a premium to pay for the project. The peace of mind seemed worth the additional cost. We set up an appointment and had a salesperson come out to our home to take measurements and go over our options. During this consultation we agreed to they type of system that would be installed. We agreed upon a price and agreed to financing terms that the sales person went over with us. A couple weeks later a crew came out to complete the work. Upon receipt of my first bill I found the monthly payment and interest rate were not the same as was discussed in my home with the salesperson. I called Horizon to speak to a sales manager and I was put in contact with a ***************************. I expressed my displeasure and concern that I was presented with false financing terms and felt I had been a victim of a bait and switch sales tactic. He promised to find a resolution that would be mutually beneficial and after about a day or two it seemed he had. He stated that PSE&G offered a 10 year 0% financing for HE systems that qualified and he would get our financing switched to that program. I agreed that this was a satisfactory resolution. He advised to qualify one component of my system would have to be changed. A crew was sent and the work was completed satisfactorily. Since that time there has been no progress on my account despite several contacts with **************** where he has assured me that Horizon, Horizon's third party finance company, and PSE&G were taking the necessary measures to complete the process. After 6 months I am still paying for financing terms that were never discussed or agreed upon.

  

  Business Response

  Date: 01/13/2023

  We have received Mr. and ******************* complaint and have been working internally to identify the issues with regards to the financing. We need to furthur discuss with Mr. and *************** to provide further information and make a determination on the amount paid vs. quoted, but haven't been able to make contact with them via phone and we are unable to leave a voicemail as there is not one set up on their phone. We ask they reach out at their earliest convenience to discuss.

• Initial Complaint

  Date:12/30/2022

  Type:Sales and Advertising 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 called Horizon Heating and Air on 12/23/22 regarding my heat not working. The individual came out and told me my Air conditioner had leaked into my furnace corroding the bottom of my furnace. He stated that both needed to be replaced and my units were being condemned. He warned me that if I continued to use my heating system I risked my home having carbon monoxide leak into my home as the corrosion led to the blocking of the exhaust pipe from the home. He schedules a salesperson to give me a quote. After being quoted about 20k for a replacement. I got scared and started talking to other people. ON 12/25/22 I canceled the installation. I had PSEG and 2 other companies come and inspect my units. PSEG cleaned my sensor and thus fixed my system. I obtained inspections/quotes from the other 2 companies that all confirmed what PSEG stated. That my system was fine, needed a sensor cleaning, and had no need to be replaced at that time. They all showed me there was no corrosion, water leaking, or blockage to any pipes. I was charged nearly ****** for this service call in which the 'technician' blatantly lied to me in order to get me to purchase a 20k replacement I did not need.

  Customer Answer

  Date: 01/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  From: ********************************* <*********************>
  Sent: Friday, January 6, 2023 8:33 AM
  To: **************************************************
  Subject: complaint 18663331

   

  hi they have issued my refund. I'm not sure if there is a way to note that online. I can't see it anywhere on the link. 

   

  *********************

  
  
  Regards,
  
  *********************************