ComplaintsforHorizon Services

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had scheduled a routine AC tune-up in January 2023 for May 5, 2023. Horizon called around 8am that their are not enough staff available and I would have to reschedule sometime in July. I called yesterday May 12, 2023 for a AC tune-up for today May 13, 2023. Horizon called around 8:30am and cancelled again. I was a loyal customer for at least 15 years. Every six months Heater tune-up then AC tune-up. I had given referrals in the past. On September 16, 2022 I was just getting a tune up on my heater. Well about 15 minutes later the technician had taken my entire heater apart. I questioned him, he said this is how I do things. So it cost me $ 457.00 dollars to have him clean it. I paid because I was afraid he would do more damage. I did call Horizon and complain. They did refund me $200.00 Very disappointed. They replace my AC unit on August 2015. It should still be under warranty. Maybe that's why they keep cancelling my appointment. Shameful. ***************************

  

  Business response

  06/08/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to to ************** to discuss this experience. We apologized for the rescheduling of the appointment. Our representatives should be giving our customers the option to reschedule, rather than telling them their appointment will be moved. We have addressed this matter internally. ************** has already contacted another provider to complete her preventative maintenance service. We offered to send her a **** gift card as a courtesy due to her experience. She is satisfied with our response at this time. 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been receiving junk mail from this business multiple times over the past couple of years and they have failed to honor my requests for it to be stopped. I want my address to permanently be put on their "do not mail" list and if they use an outside mailing company to disseminate their ads, I want them to ensure that company does so also. I am a happy customer of one of Horizon's competitors and they are wasting paper and postage stamps by continuing to spam me. I have been on the National Do Mail list and the DMA's opt-out for over a year, so suggesting I get on it, or ask the post office to stop delivering junk mail (several businesses have made this suggestion, and the post office told me they legally cannot do it) will not be an acceptable response.

  

  Business response

  03/16/2023

  We're sorry to hear of ************************ frustrations with our coupons and advertisments. We have removed him from our mailing lists as of today, and he should not receive any future mailings.

  Customer response

  04/06/2023

  [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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cleaning was performed on furnace at listed address 9/28/22. The technician *********************** deemed the heater to be non-operable and condemned the unit per the results he found. A salesman visited our home, and we purchased a new heater to be installed 10/3/22. Since we just moved into this house, we submitted to our insurance company a request for reimbursement for the new heater. I contacted the Horizon office on 11/18/22 to give Horizon permission to talk with the insurance vendor to provide technical information on the old furnace. The paperwork they sent me was forwarded to the insurance vendor and they had additional questions on the information provided. I again contacted Horizon on 2/1/23 for an email address since they were not responding to the insurance vender. I was told customer relations would call me back.I again contacted Horizon 2/13/23 since I did not receive a call back. ****************, someone would call me back. I received a call from ***** the customer relations manager and was told they do not provide information to third parties; they only deal with their customers. At no time on previous calls was I told they do not talk to insurance vendors, third parties.What is Horizon trying to hide? Why wouldn't they want to talk to a customer's insurance company to provide information on their findings on a condemned unit?You would think spending over $13000 on a new furnace the company would help the customer.

  

  Business response

  04/05/2023

  Thank you for providing us with an opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** to discuss her concerns and explained that we do not work with insurance companies; we only work directly with homeowners. Attached is the invoice from her service which showed the age of the previous system and our recommendations (Invoice Attached). This is typically sufficient information for a homeowner to submit for an insurance claim. **************** was not satisfied that we would not work directly with the insurance company. We have attempted to reach out several times to follow-up to see if she can relay to us what information they are requesting to see if there is anything we would be able to provide. It is not guaranteed since we typically only provide our invoice or contracts as a record and agreement of services, but we would like to try to assist **************** if we can. We encourage **************** to reach out to us about this matter and we would appreciate the opportunity to discuss her concern.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mid march 2022 I called Horizon to clear a drainage issue. On their website it was listed for $100 and they told me on the phone $100as well. They came and clear the drain and charged me $200. It took me 3 weeks to get my $100 money back. While The plumber that cleared my drain suggested something wrong with my sewage line and set me up appointment for a camera to see what's wrong. Following week a gentleman came out and never put in a camera and told me there is crack where the drain cleaning line is and gave me an estimate for $5,500. I try to question him why he thinks that without putting in a camera to see. He was very rude and yelled at me by saying "I been a plumber for 20 years, I don't need to put my camera because it might break so I am 100% sure there is a crack at the drain clean out pipe". Within couple of weeks I signed contract with Horizon and they began work on April 27, 2022. they replaced the drain cleanout pipe and put in the camera. They told me my sewages line is crack (30ft from where they originally quoted me for) where it meets with the city sanitation Public Sewage line. I ask the plumber for a copy of the video and he said once they reach office they will send it to me. In the meantime they told the city my sewage line is crack will provide video to the city. I have been calling Horizon since April 28, 2022 for a copy of the video and they been transferring the line here and there nobody still gave me any information or try to help me out. In addition I have spoken with the city and they never received any video either The city has been pushing me to show them video and replacing the line. I have tried to seek help from Horizon many times but nobody has been able to help instead ignoring my problem. Horizon lied to me to begin with told me drain cleanout pipe is crack then told me somewhere else is cracked. Also they never provided me with a videos which I paid for that in the $5,500. Now I have to fix the line. Please Help me Out.

  

  Business response

  06/30/2022

  Thank you for the opportunity to respond to this complaint. Horizon Services takes this matter seriously. We reached out to **. ********** to discuss his concerns. We were called out on 4/8/2022 to address a main drain back up. We were unable to service or camera the line because the trap was collapsed. **. ********** agreed to have the trap replaced on 4/27/22. Once the trap was replaced, we were able to camera the line and found a break in the line. **. ********** expressed concerns that the trap replacement didn't completely resolve the issue. We provided partial reimbursement due to any miscommunication because the purpose of the trap was to provide access to the line. We have sent a thumb drive with the video footage on 6/17/22. When we followed with **. ********** on 6/29/22 he said he had not received it. We resent it today certified mail.

  

  Business response

  09/26/2022

  August 25, 2022 
  Hello *** *********, 
  In a good faith effort, we have agreed to refund $3,988.00, the remaining amount paid for the replacement trap for your sewer line which took place on April 27, 2022 at *** **** *** ******, Lansdale, PA *****. We previously refunded $1500.00 for this job on June 21,2022. In doing so the original parts and labor warranty purchased with this job will be voided. In return, ******* ********* hereby knowingly, voluntarily, unconditionally, and absolutely remise, release, waive and forever discharge Horizon Services and its partners and all their respective present and former owners, employees, affiliates and associates from any and all suits, debts, liens, liabilities, claims, demands, costs, charges, expenses, and actions that both parties have ever had, now have, hereafter can, shall or may have, for or by reason of any matter, cause or occurrence whatsoever, arising out of the replacement trap for your sewer line which took place on April 27, 2022. Horizon Services will also no longer be able to provide any service going forward to the home at: *** **** *** ****** and/or *** *********. 
  Please sign and return this letter stating we have been able to address your needs to your level of satisfaction and you are 100% satisfied with the resolution. 
  

  Customer response

  09/27/2022

  [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

  02/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Horizon Services have serviced our home 2x. The last time they came we agreed that we would pay monthly in which the tech agreed. We were paying monthly. Then all of a sudden they returned checks to me. I had called to ask why I received the check back and was told that my account was payed off. I also found out by the rep that Horizon Services was billing the old owners of the house and my remainer balance was sent to collection. Why we were sent to collection when we were making payments and Horizon Services returned my check and started billing the old owners? I went ahead and paid off my balance thru collection agency. After that I called them 2x to service a problem in my home and they refuse to come. Reps continue to state that billing have not received any communication as to my balance being sastified & it was paid off maybe 2-3 years ago. After my many emails to billing/Horizon Services and my request to have a supervisor return my call and this corrected in their system nothing has been done. My home was once again denied service by them. I have no bill from collectors or bills sent to my home from them. I dont have an outstanding balance. Why hasnt this been updated in their system? I need my account corrected, correction to our credit report & I would finally would like to speak to someone that actually knows whats going on.

  

  Business response

  03/04/2022

  Thank you for the opportunity to respond to this complaint. Horizon Services Customer Relations Manager reached out to ***. ******** about this matter. We apologize for the inconvenience and we have corrected the error in our system to show the account is paid in full. We appreciate ********************'s business and look forward to working with her again in the future. 

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have annual service for heat & ac done. Heat scheduled in fall. Rep came. Stated various issues & recommended $15k heating system. Used scare tactics. Stated faulty part. We showed part warranty as Horizon had replaced. He dismissed and said it was vent issue & described fire/fume/death! Explained in 12 years of service contracts with Horizon, no one has ever stated vent issue. Then it was short cycle. Obviously this was a hard sell/scam. To remove rep from home (stood in front of our door & kept going on) agreed to contact with decision and purchased further service call package for following year (like always). Investigated info and warranty. Double checked email invoice that even mentions igniter (but warranty replace not mentioned). Then was in contact with **** (manager) ext. ****. Apologized and confirmed errors. Scheduled to send another rep out to replace igniter under warranty even if not necessary. Also to check system since scare tactics used. Appointment day & time confirmed. Never came. We called. No one knew who **** was or appointment. Then found appointment. Then rep was on another job over an hour away and would have to wait. We were unable due to holiday and funeral. Ended up arguing with dispatch. Have called **** and left numerous messages. No one ever calls back. Repair has never been made. So far, we haven't died or had the house catch on fire due to vent issue or any other issue given to attempt to force new system purchase. Since part warranty runs out shortly, we feel this is being done so we will have to pay for a new part. No matter what we guess or think. They diagnosed various issues, didn't repair them and not repairing could cause damage or possible death according to their rep. *** are preparing to bring in another company to get piece of mind, we have gotten prices on new systems & what we were told is almost double the cost that we were told. This is a huge scam/con) We fear rep may have sabotaged system due to lies/inaccuracies.

  

  Business response

  02/09/2022

  Thank you for providing the opportunity to respond to this complaint. Horizon Services takes this matter very seriously. Our customer relations manager followed up with ****************** and set up an appointment to review all previous findings. Our technician came out on 1/18/2022 and performed a complete tune-up service and also replaced the hot surface ignitor under warranty. We attempted to follow-up with ****************** after the service as well but we were unable to make contact. We encourage ****************** to reach back out if she has any further questions or concerns.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a sales manager at my house for a new service, details was discussed and agreed for a monthly payment and a sale price.After 2 months of paying my ending balance is going higher , called the bank customer service representative mentioned that it is because of the interest as the sales manager didnt give a time frame , means I keep paying the monthly payment and still get hit with interest which take balance up not down, I was advised to contact horizon to fix the issue, called and told them about the problem and being placed on hold until disconnected Misleading, no help to solve the problem and keep paying with no time frame and balance gets up

  

  Business response

  11/24/2021

  Thank you for providing us an opportunity to respond to this complaint. Horizon takes all of their complaints very seriously. We spoke with **. *** about the concerns with the financing for the Heat Pump replacement. After discussing the financing plan options we offer **. *** decided to the stay with the current plan. He also mentioned concerns about the operation of the system. We sent out technician to resolve all issues. We have attempted to follow-up with **. *** to ensure all services were completed to his satisfaction but have not received a response. We encourage **. *** to reach out to us with any further questions or concerns.  

  

  Business response

  01/13/2022

  Thank you for providing us the opportunity to respond to **. **** concerns. We reached out to **.*** to discuss the financing from an HVAC purchase with us on July 14, 2021. Financing was done through ************** and **. *** was enrolled in a plan that offers 9.99% APR with monthly payments equal to 1.25% of the total financed until the loan is paid in full. **. *** noticed the interest charge and is finding fault with Horizon because our contract states the price of the install and does not include any interest that will be accrued over the course of the loan. **. *** was under the impression the interest was calculated in the total. We advised that our contract states the total cost for the project we completed at his home but the interest is done by **************, is included on their statement, and this is the standard financing procedure. ************** is also required to send out a truth and lending statement detailing the terms of the loan. This would have been sent to the customer in writing within the first 30 days of his purchase. We offered options to **. *** when we were in the time window to change to a no interest plan but he declined due to the increased monthly payments.  **. *** is requesting that we make the total amount he pays be the cost we charged for the installation. Horizon Services fulfilled our portion of the contract and we have expressed that this is not something we would be able to do for him, as this is not his agreement with Synchrony, and he will need to pay the interest to ********* that is associated with this loan. 

  Customer response

  03/01/2022

  **** ***	Feb 24, 2022, 9:58 AM (5 days ago)

  I’m attaching a receipt from the bank for the day of when the contract with horizon was generated, it still  mentions the price and the interest rate as on part there was no clear line about interest as additional, and also the until paid part was not mentioned in the contract with horizon in the deal or even in contact which clearly comes to a conclusion that horizon sales its customers to the bank and good luck , that is a clear fraudulent act from horizon to come and misleading customers and sell us to the bank with a good luck wishes we have done our part , please do not close the case because it is not resolved until an action comes with a solution 

• Initial Complaint

  07/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horizon came to check out the my AC unit on June 29th 2021. They evaluated the problem and said we would need a new AC unit. We were in the middle of a heat waive. I have two little children. They provided me a quote of $20,000. I asked for cheaper options they said all of the cheaper options were not in stock and they had a more expensive unit. My children were sick in the heat and the sales representative knew we were desperate. I told the representative I would buy the unit only if they promised it would all be installed and working by Thursday. Its been over a week and the upstairs of my house is very hot as Horizon told us they do not have the parts to complete the job. This company is deceitful. If they knew they did not have the parts they shouldn't have sold the unit to me. They took advantage of a desperate mom with young children. They told me that the cheaper unit was not in stock but neither was the more expensive unit. During Covid they profited and did not deliver.

  

  Business response

  08/02/2021

  Thank you for providing us the opportunity to resolve *** ******'s frustrations with his installation. We understand the day of the installation the product for both the plenum and dampers for the system were not installed, we were able to make contact with *** ****** and returned after the initial install to rectify this issue. We appreciate *** ******'s patience and understanding in this matter an thank him for bringing this to our attention as our valued customer.

  Customer response

  08/18/2021

  [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: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  07/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a central air conditioning unit from Horizon on 27 April 2021, Agreement number *******. I paid Horizon $6,550.00. It is the unit designed to be installed in my heater which Horizon installed six years ago. The unit was installed on 20 May 2021.From the day of installation to this date the unit has adequately cooled the first floor of the house. However, it does not cool the second floor at all. I have made numerous calls to Horizon, and they have sent technicians to look at the installation. None of has improved the problem, let alone solved the problem. I have asked to speak to management several times. To date, they have not permitted me access to anyone in authority. A copy of the sales agreement is attached.

  

  Business response

  08/02/2021

  Horizon Services takes pride in being able to resolve customers concerns about services that were provided to him. We are disappointed to hear ************** was unable to reach a manager but our Customer Relations Manager has reached out to ************** and has been working with our technical manager on a resolution for ************** that would resolve the cooling issue in his upstairs. We are scheduled to returned to his home on August 3 for a half day to make ductwork and return adjustments to resolve the issue at no cost to him. Although this work was not originally part of our contract with ************** we understand his frustration and perception the system would work and cool efficiently upstairs, and it's important to us that as our customer, we provide this to **************.

• Initial Complaint

  06/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Let me start off by saying I have always used this place for my heating and air conditioning needs. When it came to me paying them they were always out fast. My issue is that I have an air conditioning unit they fully installed less then 2 years ago. Its making a loud noise when on now so loud that I cannot watch my TV because the noise from the unit is so loud. I had a tech come out and told me I will get a call back. The unit is still under warranty and I have called them 3 times in this past week and no one will get back to me because they have to fix the unit that is still under warranty. I even ask the representative to please email upper management because this is no way to treat an ongoing customer and still no one will call me back. I will never use this company again!

  

  Business response

  08/02/2021

  Horizon Services Customer Relations Manager was able to make contact with *** ******** and we were able to send a technician out to determine the noise was coming from the outdoor unit and ordered a vibration dampening kit, but due to product availability we are still waiting on availability for this part as no ETA was given to us by the manufacturer due to backorder. We continue to monitor for the this part daily and requesting updates from ******. We appreciate *** **********'s patience in this matter and understanding. As soon as this part is available we will be reaching out to *** ******** to install these to help rectify the issue with the noise.

  

  Business response

  08/30/2021

  Horizon Services sent out a technician on August 19th to resolve the noise issue with regards to *** ********'s complaint. At this time the technician stated he found the cause of the noise and was able to resolve this onsite. We have left a message for *** ********* on the 27th of August and the 30th to followup to make sure the noise issue has been fixed on the 19th. We appreciate his patience and consider this matter resolved.

  Customer response

  09/02/2021

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

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