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: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.

  I purchased a brand new HVAC unit from horizon iand it was installed in April 2025. About 2.5 month after having it installed it stopped working. It has now been about 3 weeks and the unit is still not functional. I have had 15 phone calls with Horizon, ive files complaints to speak to customer relations and havent heard back from them. Weve had probably 7 different technician visits and they provide patch solutions that fix the unit for a few days then it stops working and we have to call and repeat the process. This *** happend at least 5 times in the last 3 weeks. I am seekimg a new HVAC from horizon and or a complete refund on my purchase. I would like to speak to someone woth decision making authority there, however they have been non responsive from the customer relations end. We are told the manager will call us back and we never hear back. I feel like we are being ignored.

  Business Response

  Date: 08/01/2025

  We sincerely apologize for the frustration and inconvenience Mr. **** experienced with his new HVAC system. Upon receiving the complaint, our Customer Relations Manager reached out to him to review the concerns and coordinate next steps. We dispatched our HVAC Warranty Manager to the home to conduct a thorough site visit and evaluate the system. During this visit, our team adjusted the airflow, installed a jumper on the blower motor, and adjusted the *** valve to ensure the system was operating correctly. Following these adjustments, the unit was tested and confirmed to be functioning as expected. We remain in contact with Mr. **** to reach a final resolution based on the overall inconvenience experienced and are committed to ensuring this matter is fully resolved to his satisfaction.

• Initial Complaint

  Date:06/20/2025

  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.

  The issue involves repair of a water heater. In January of 2025 the units pressure relief valve was leaking. The technician replaced the part. I paid for part and labor. In May of 2025 the unit was leaking severely. At this point the unit needed to be replaced. Horizon provided a quote of three different price options. On both occasions Horizon failed to inform me that the unit was under warranty. The unit is a ******** ***** and Horizon is a ******** ***** distributor. Horizon failed to provide adequate recommendations and was merely attempting to steer me towards a sale of a new unit. In my opinion I feel they intended on submitting the warranty to ******** ***** and changing full cost for a new unit

  Customer Answer

  Date: 06/26/2025

  As of 6/25/25, the business has agreed to an amicable refund. Once received, I will close the complaint.

  Business Response

  Date: 07/03/2025

  Our Customer Relations Manager worked closely with Ms. ********* to thoroughly review her concerns and work toward a fair and satisfactory resolution. We understand how important it is for our customers to receive clear communication, especially regarding warranty coverage and repair options. With that in mind, we offered Ms. ********* monetary compensation as well as a membership to further support her needs and demonstrate our commitment to her satisfaction. Throughout the process, our team maintained open communication to ensure she was fully informed and comfortable with the proposed solutions. We are pleased to report that Ms. ********* was very happy with the resolution provided and agreed that the matter has been satisfactorily resolved. We appreciate her patience and willingness to work with us toward a positive outcome.

  Customer Answer

  Date: 07/09/2025

  [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:06/10/2025

  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.

  2/13/25: Horizon ************* installed a new 100BTU Daikin furnace at my address;5/16/25: Owner finds A/C condensate leaking outside & inside new furnace; Called Horizon for emergency service;5/21/25: Horizon tech confirmed condensate pan was damaged during furnace install; was promised Dispatch would immediately order part;5/26/25: Called Horizon customer service for status; C/S could not confirm part delivery date or if it was ordered; C/S *** promised a follow up call by end of business day; NO CALL RECEIVED!5/29/25: Called Horizon C/S again for status; C/S again would not confirm part delivery & again promised a return call; NO CALL BACK AGAIN!6/2/25: Called again for status update; Was told part expected 6/9/25; When I asked to speak with a supervisor was told none were available;6/10/25: Spoke to both C/S and Dispatch ***s; part not delivered and neither *** could tell me if or when it would be; told Dispatch that if I did not receive a supervisor call by end of business on 6/11 complaints would be submitted to BBB and appropriate PA ***************************

  Business Response

  Date: 07/02/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager contacted *** and Mrs. ******** regarding their concerns with the delay in completing the repair to their air conditioning system. We sincerely apologized for the delay in our response and any inconvenience this may have caused. On June 20, 2025, Horizon Services replaced the drain pan as part of the necessary repair. Since the repair, our Customer Relations Manager has made three separate attempts to follow up with *** and Mrs. ******** to ensure their satisfaction with the completed work. Unfortunately, we have been unsuccessful in reaching them. If there are any outstanding issues or further concerns, Horizon Services would welcome the opportunity to address them promptly. Customer satisfaction is a top priority, and we remain committed to resolving any matters to the best of our ability.

  Customer Answer

  Date: 07/03/2025

  We have received several voicemails from the customer service manager with phone number to call. Unfortunately every time we try to reach the manager we have not been able to get past the company customer service firewalls. The ** mgr needs to provide a direct line for callbacks. 
  The tech team did replace the cracked tray but could not rebalance the air flow to manufacturer specifications. We were told that a new work order would be issued for follow up service. 

• 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.

  Had a unit installed by Horizon 8 years ago. Have had nothing but trouble with the unit since. Had several service calls throughout the winter due to No heat. had over 4 tech's out all said the issue was something different. One technician advised he could not go into our attic due to "a bad leg" and that is where our heat pump is located. Other tech said a squirrel chewed through a wire- the next tech said screws were loose. Still had not resolved the issue. Had to put our heat into emergency back up heat which caused our electric bill to sky rocket. Asked for a service manager to call me back to discuss. He came out and said "nothing wrong with unit" and never called me back. I'm presuming because I'm a woman and he said "I spoke with your husband" thats rude and unprofessional since I am the one that requested to speak. Now, over the weekend- our unit started leaking water severely, down our walls ruining our paint- across our hardwood floors causing them to bubble. I contacted horizon immediately and was told this is not an emergency. Called back to get a sooner appointment since we were promised "priority service" which means absolutely nothing. Still no appointment could be accommodated so I called the service manager and was told "i barely have enough techs working this weekend" again not sure how that is our problem. I contacted horizon three times today to speak with a complaints manager and for over 45 minutes and three separate calls- never got to speak to anyone and got absolutely nowhere. My husband is one week post back surgery and HE had to climb into the attic to determine the problem. The customer service has always been horrible- they promise everything under the sun and follow through on NONE of it. Our newly renovated walls are ruined due to the water damage- which no one at horizon found to be an emergency. It was 75 degrees over the weekend so it is my understanding a leaking unit THEY installed would take priority over a no ac call.

  Business Response

  Date: 05/23/2025

  Thank you for allowing us the opportunity to respond to this complaint. We sincerely regret the ongoing issues *** and Mrs. ***** have experienced following the installation of their heat pump installed by Horizon on June 2, 2016. Our Customer Relations Manager is currently working directly with Mrs. ***** to address these concerns and ensure the matter is handled appropriately. As part of our commitment to resolving this issue, we processed a refund on May 12, 2025, to cover the increased electric bills incurred due to the use of emergency heat. At this time, we are actively awaiting estimates for the necessary repairs related to the recent water damage. Once we receive those, we will be able to move forward with the next steps and work toward a fair and timely resolution. We appreciate the ******' continued patience and understanding as we work to make this right.

  Customer Answer

  Date: 05/27/2025

  [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:04/18/2025

  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.

  Horizon Services installed our new Heating and ************************ around ********* and we are still in warrantly. They require us to use them for our annual heating & a/c tune *** each season to keep the warrantly active. We are on their program for tune-***. The following has repeatedly happened to me and has happened again today. Please Note : They are still advertising on TV for people to get their A/c tune-*** plus I got a reminder text to schedule my a/c tune up. I called and made an A/C tune up appt for June 5. Today they called and said they had a "glitch" and have to cancel my June appt and reschedule to NOVEMBER. They said they were told to leave slots open for repairs only instead of tune ***. I suspect that they just want to recruit new customers instead of servicing their existing ones. As I said they are still advertising on TV for A/c tune ***. False and misleading. November is not acceptable after the season is over. This happened the same way for my heater tune up last year and when I pointed out they were false advertising on TV to schedule our heater tune up they said that was their marketing department. Every dealing with this company has been difficult. I need an acceptable dated appointment for my a/c tune up without having to argue with them and ask for managers who never call me back.

  Business Response

  Date: 04/25/2025

  Our Customer Relations Manager spoke with Mrs. ******* on April 24, 2025, to discuss her concerns regarding the rescheduling of her appointment. We extended our sincere apologies for the inconvenience and confirmed that her original appointment for June 5, 2025, would remain in place. Additionally, as a gesture of goodwill, we offered a $100.00 gift card, which Mrs. ******* accepted. During the conversation, Mrs. ******* expressed some hesitation and sought reassurance that her appointment would be honored. We assured her of our full commitment to upholding the scheduled date and encouraged her to reach out with any future concerns. Mrs. ******* appeared satisfied with both the resolution and the level of care provided during the discussion.
  
   

• Initial Complaint

  Date:02/20/2025

  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.

  I am a Horizon Services customer with a yearly maintenance contract. I am required to have a service contract with Horizon Services, who installed my HVAC system 02/2016, to maintain the 12-year warranty on my system. I am also required to have regular maintenance.I went online today to schedule a Spring tune up after receiving an advertising email yesterday reminding me to do so. The first available appointment I offered was in August. I called and spoke with customer service and was again told the first available was August. I complained that a six months wait was absurd, and was not allowed to speak with a supervisor. I was told my complaint would be forwarded to a supervisor. Scheduling at the end of Summer does not provide a spring tune-up. I was prepared for a 3-4 month wait to schedule, as this process of a long wait to schedule a tune-up appointment has been going on at least since 2019. On 10/2019 I called to make a Fall appointment and was told 02/2020 was the first available. Scheduling has now reached the 6 month mark.Although I was told that there would be a Spring and Fall tune-up included in the service contract when I purchased the system, I am now struggling to schedule one appointment a year. This has to be addressed. I pay $139/year for the service contract.Incidentally, I also received an advertising email today from Horizon Services telling me I could schedule a same day appointment. They have absolutely no shame. New customers need to be aware of their deception and they need to honor their service contracts.

  Business Response

  Date: 02/25/2025

  Thank you for allowing us the opportunity to address this complaint. We reached out to the customer directly to discuss their scheduling concerns and worked with them to find a resolution. Additionally, we have provided our contact information to our Customer Relations Manager to ensure any future concerns can be promptly addressed. The customer is satisfied with the outcome.

  Customer Answer

  Date: 03/08/2025

  I did speak with the representative from Horizon Services.  She confirmed that I was able to make an appointment in April.  I was given contact information to reach a **************** representative to schedule future appointments.  I told the representative that I appreciated the appointment but could not say if I was satisfied with the outcome, as this is only one appointment.  This problem has been going on for several years and only time will tell if future appointment scheduling will be any better.  Additionally, all my previous experience with Horizon  has been that it has been nearly impossible to reach the appropriate person when returning calls to ****************.

• Initial Complaint

  Date:12/05/2024

  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.

  Oct 4 2024 booked an appt for seasonal check up. Only avaliable appt was Dec 4, 2024. Tech never showed up. Appt rescheduled for Dec 5, 2024. Confirmed with dispatch tech appt 12-4. Dispatch called at 2:30 saying tech was on his way from ******* (next town over,). Again tech never showed up, no one called to explain. Nothing!!!!

  Business Response

  Date: 12/20/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager reached out to Ms. ***** to discuss her concerns regarding her recent appointment. We extended our sincere apologies for any miscommunication on our part and offered a complimentary one-year maintenance plan as a gesture of goodwill. Ms. ***** accepted the offer and expressed satisfaction with the resolution.

• Initial Complaint

  Date:06/18/2024

  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.

  This company did an terrible job installing my new AC. Coil not sealed.unit doesn't work as it should. ******** calling for them to come out because unit runs constantly and raises indoor humidity.Now they want to install a vent to help unit work . This was not discussed at time of purchase.numerouse service calls to pinpoint what is wrong with unit. I have had enough it is 98 degrees.

  Customer Answer

  Date: 06/30/2024

  I spoke to a representative ****************** on Friday June 28 who informed me the business was going to email me on Monday July 1. I was told I would be refunded/ not responsible for bill due in July, but that they would not remove the equipment,they were just leaving it here! Will know more after email.

  Business Response

  Date: 07/15/2024

  Our Customer Relations Manager has spoken with ******************** regarding the air conditioning unit installed in her home on May 10, 2024. Given the number of service appointments, Horizon has agreed to process a full refund for the loan that ******************** financed. ******************** expressed her satisfaction with this resolution and confirmed that it adequately addresses her concerns.

  Customer Answer

  Date: 07/17/2024

  [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:06/03/2024

  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.

  Charged my credit card for yearly maintenance without authorization. I informed them I hired a different company and had a whole new Heating and Air Conditioning system installed. I have contacted them 3 times and also registered a dispute with my credit card company.

  Business Response

  Date: 06/28/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ****************** to discuss her concerns with the charge for her maintenance plan from Horizon Services. After further investigation we found ****************** was set up for our auto renewal services for her membership. Our Customer Relations Manager apologized for any miscommunication on our end and agreed to process a full refund. ****************** should be receiving the check in 7-10 business days once ****************** receives the refund she agreed this will be resolved. 

  Customer Answer

  Date: 07/01/2024

  [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:05/29/2024

  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.

  A new furnace was installed in my home 3 years ago by Horizon. Feb 2024 my heater stopped working. I was told the tech had to order the part. I was left for 3 days without heat. The part came in and the representative said she had an appointment for the next day. I told her thats not happening and someone came out with the part and my heater was working. In the process the humidifier on the furnace was faulty and leaked water throughout my basement. The tech noticed it and called in and replaced the faulty part. Horizon took responsibility for the leak. A company came out with loud fans and drilled holes through my drywall to prevent further damage. Months later of back and forth I was told the check was in the hands of accounting. I received an email and I copied and pasted it right from my email. Horizon caused damage to my basement, left me without heat, I had back to back surgeries during this time and suffer from arthritis throughout my body all while being without heat for 3 days. Heres what they are asking for. I am not happy at all with Horizon and I would like resolution of this ongoing nightmare that I did not ask for. *In addition to General Liability coverage, we require automotive liability coverage, umbrella liability coverage and WC coverage in the amounts identified on the template. We also require the additional insured and subrogation waived boxes to be checked. The verbiage in the Description of Operations box needs to be added. Horizon ************** must be listed as the Certificate Holder.

  Business Response

  Date: 06/28/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** discuss his concerns with the service completed by Horizon on February 22, 2024. We have processed the reimbursement for the work that has been completed, as well as continuing to coordinate the additional repairs needed.  We will continue to reach out to **************** until this is completed and he is satisfied. 

  Customer Answer

  Date: 07/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21774254
  
  I am rejecting this response because:Here are a few screenshots of the communication back and forth from ***********************. She is Horizons Customer Complaint Relations. I have been given the complete run around. I was asked to get a contractor and I did. He gave me an estimate. Now they are asking ridiculous demands about extra insurance. I saw the response from Horizon on the BBB complaint. They are working with me to resolve the issue. This has been ongoing since February. They paid the restoration company but we got the run around on that too. The adjuster came out and said the damage was close to $10,000. The contractor that I found estimated close to $12,000. The bottom line is Horizon does not want to write a check for the damage they caused due to their faulty equipment. I was also left without for almost 3 days. I will never deal with this company EVER AGAIN. They are liars and will never call them back to my home. Thank you, *******************. I have attached screenshots of emails. 
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/23/2024

  Our Customer Relations Manager has communicated with **************** regarding the quotation he received for repairs from his chosen contractor. Due to the contractor's lack of additional insurance, Horizon is unable to make direct payment to them. To resolve this matter, we have mutually agreed to send the payment to **************** by mail upon his signing of our document, which confirms that the funds will be allocated towards the repairs. **************** expressed satisfaction with this resolution. Our Customer Relations Manager will proceed with processing the reimbursement promptly upon receipt of the signed documentation.

  Customer Answer

  Date: 07/25/2024

  [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,
  
  *************************