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:05/22/2024

  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.

  My name is *********************** my heating and cooling unit from Horizon is under warranty. It was a brand new unit when I moved in here in 2016. I have had nothing but problems with the unit. Techs have been out here 30+ times to fix the unit. It involves taking time off from my responsibilities to have someone come out and when calling the office the office staff has admitted this is not normal and the unit must be a bad unit. I get no help with with upper management in this. Now however the problem has escalated. I need a part for the Ac and have been waiting a month. No one is communicating where the part is. I have been transferred and disconnected many times in the last month and no begging to speak to customer service management has been granted . I get pushed around and feel I am being taking advantage of as a customer. ********************** has installed a bad unit at my house and refuses to give me the service I deserve. I want a resolution. I want a new unit!!!

  Business Response

  Date: 06/26/2024

  Our Customer Relations Manager reached out to **************** regarding her concerns regarding the Heat Pump installed by Horizon Services on August 18, 2024. During the conversation, our Customer Relations Manager reviewed the service history with **************** and confirmed that the system does not require replacement at this juncture. We expressed regret for any inconvenience caused by the inability to connect directly with management and assured **************** that we would handle this matter internally. Additionally, our Customer Relations Manager offered **************** a three-year maintenance agreement to ensure ongoing peace of mind. **************** accepted this resolution and expressed complete satisfaction with the outcome.

• Initial Complaint

  Date:03/01/2024

  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.

  I paid an invoice for service on 10-2-23 of $170 on that date by check (#****) and it shows on my invoice "no balance due". I called to schedule routine maintenance on my heating/air conditioning unit 2 weeks ago and was told there is a "no service" note on my account due to the outstanding balance of $170. I've called them numerous times since to try to talk to someone to get this resolved, each time being told someone will call me; no one has called. I shouldn't be penalized and denied service for a mistake on their end (the check hasn't been cashed to date, and I haven't made a stop payment on it yet). I even told them that I would pay the invoice again so I can schedule service.

  Customer Answer

  Date: 03/05/2024

  I spoke to a manager in their customer relations department on Friday and got my issue resolved.  No need to pursue further.

  ****

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************************ to discuss her concerns with the outstanding balance on her file. ************************ mailed in a check to pay the balance of her maintenance plan with Horizon in full. When our Customer Relations Manager reached out we confirmed we have received the check and apologized for any inconvenience. At this time, Ms. ********** is completely satisfied. 

• Initial Complaint

  Date:01/31/2024

  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.

  I have outlined in the word document below all of the visits and isssues that I have experienced since October 2023. I am without heat and it is affecting me and my family negatively. I have lost confidence in Horizon and I am afraid to have another heater installed incorrectly. It is affecting my health, lungs, breathing etc. I would prefer a refund so that I could purchase another heater/AC from another company or have them pay for it directly to another company of my choice or a replacement from Horizon with competent installers and technicians. I am scared that this will occurr again since they can't seem to get it right. I am afraid I will not wake up in the morning due to being overcome with the putruid odor or Carbon Monoxide. All 3 units are under warranty and I have a 12 year warranty on parts and labor. I prefer a refund but need to get heat ASAP. Please help!

  Business Response

  Date: 02/28/2024

  Our Customer Relations Manager has remained in contact with ************************** to get this matter resolved. Due to the ongoing issues and concerns with the Oil Furnace installed at her home, we set up a site visit on 2/15/2024 for our warranty manager, field supervisor and a technician to go out to further assess the intermittent smell concern since we installed the replacement unit on 12/11/2023. After a thorough evaluation and minor adjustments, we found the furnace was working correctly and there was no smell present at that time. We followed up with *************************** on 2/23/24 and 2/28/24, to ensure the smell had not returned and she confirmed the issue now appears to be resolved. We apologize for the multiple service calls and inconvenience this caused for ************************** in her home. To resolve this matter we have offered a $500.00 monetary compensation and 2 years of the Oil Furnace maintenance contract at no charge. ************************** is completely satisfied with this resolution. 

  Customer Answer

  Date: 03/02/2024

  [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: 21228734
  
  I am rejecting this response because: I agree that the manager of the waranty **** and his two techs came to my home on 2/15 and made adjustments to my heater. Supposedly they may have originally set the specifications up incorrectly from the beginning to a different model than mine, and have now set it to the correct specs. We did not experience any odor from 2/15-3/1. The Account manager kept in contact with me on two different occasions and we agreed that we would give it a month to see if all was well. The reason being the last heater that they installed that was defective took a month before the putrid smell of rotten eggs, sulfur etc permeated my home. I had to open windows and stand in the freezing cold when it was in the 30 degrees in Dec and January. I was hopeful that this was fixed. She even offered me a ****** check for all of my inconvenience. But I did not agree to close the case until 1 month had come and she said she would continue to stay in contact. 

  On the morning of 3/1/24, the putrid **** began to emit throughout my home again. This is not the smokey odor that we had been smelling off and on, but rather the same odor as the previous heater that they replaced after smelling it themselves. I immediately opened the windows and went outside for fresh air. My 80+ year old family member had to bundle up as it was 42 outside until the odor was partially out of the house. I immediately called the warranty manager and he said to call back and get an appt for a tech to come out. He should have handled it, but I did as he suggested. I am now waiting for a tech. I am without heat until he arrives, and hopefully can do something. I have portable heaters, but this is totally unacceptable. It is 54 in my house now. I have been more than patient, but this heater needs to be replaced or allow me to get a heater that they will pay for from another company. I do not know what these fumes are that we are breathing in and this could be very dangerous and detrimental to our health. They will have bigger problems if something happens to us. I need to know sooner than later what is going to be done, and making adjustments is not the answer. We have been making adjustments at my family's expense. I want this addressed as quickly as possible. I have a splitting headache from the smell and making tweaks obviously isn't working. I had a heater from Horizon for 7 years and never had an issue. Something is not right and I need it replaced, or refunded so I can get another heater in my home. I should not be without heat as much as I have been over the past two months. . Please help. 
  
  
  Regards,
  
  *************************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 03/03/2024

  Hello, 
  On 3/2/24 a technician from Horizon came out to see why the odor was getting worse and was now smelling like rotten eggs/sulfur and putrid. Once he arrived, he stated that he needed to speak with his manager before making any adjustments to the heater since this has been an ongoing issue. He tried to call his manager and he could not reach him. We waited for an hour or so with no response. So, he shut my heater down since I couldn't stand the odor and said he would reschedule the appt for 3/2/24 with the technician who originally set up the system. This meant that I was again without heat and the temperature went to 41 degrees. It was very cold in my home. 

  
  On 3/3/24 the original technician came out and took the heater apart again and found that there is a problem with the molding and cushioning that holds the insulation of the blower and heat exhanger. He found that there was a strip that was burnt into the system and tried to locate it and cannot.As the heater heats up, it is burning the strip of what looks like Styrofoam and plastic. He found indications of the burnt pieces. He took a match to a piece he found, and it was emitting he same foul odor as we have been smelling for months. He cannot locate the rest of the strip, as it might be burned into the heat exchanger and every time the heater comes on may ignite the strip and smell. This is very concerning as we have been smelling this putrid odor and chemicals for months. This has compromised my heater and the health of my family. I do not want this heater in my home and need it replaced or allow me to purchase another one immediately with Horizon paying the bill. I have attached the summary of the tech as well as the pictures. He is not sure if the other three sides will begin to burn and has no way of knowing when this will happen again. I cannot continue down this road, and if I can't find a resolution immediately, I will have no option than to seek an attorney. I am really concerned that this is toxic and cannot turn this back on so I will not have heat until this is fixed. It is in the 30s and 40s at night so this is urgent.  Please help. Thank you.

  Customer Answer

  Date: 03/04/2024

  3/4/24- Horizon came out and sent ***** with a camera to see if the heat exchanger was cracked or to see if he could find out where the smell was coming from. I had turned the heater on at 9 am after freezing last night without heat and the smell was putrid. I immediately shut it off and opened my windows. It was 43 degrees outside and just as cold inside. He said the heat exchanger is not cracked but noticed that there are burnt pieces of insulation burned onto the side of the heat exchanger,as well as on the bottom of the heater. Every time the heater got hot enough,it would start to burn the material that is permanently embedded into the system. It is welded onto the sides, as it has been burning for some time. The heater is now compromised, and this is what is causing the smell, they believe.I explained that the odor was affecting my breathing and making me sick to my stomach. I said that this must be replaced **** since I will now be without heat again tonight. He said they didnt know what would be done and would talk to his manager. I am beside myself at this point and cannot believe a company as well known as Horizon would be dragging their feet like this, making us suffer. They brought us two portable heaters since I will not have heat again tonight. Now that this system has been burning something for all these months,God only knows what this has been doing to us in a harmful way. I may have to start contacting other agencies to get them involved. Please see pictures attached. They claimed that this exchanger comes from the factory which is ****** and they are not responsible for putting it together and didnt notice that the tape, glue and insulation that has been burning for months was missing. I compared the pictures in January with the ones today and it is apparent that this has been missing all along. Please help me! Thank you!

  Business Response

  Date: 03/29/2024

  Our Customer Relations Manager has been in contact with ************************** throughout this process to get this matter resolved. We understand the concerns ************************** has had through this process and have continued to work with her as her safety and satisfaction are extremely important to us. In the interest of customer satisfaction and per **************************** request, we agreed to replace the oil furnace under warranty on March 21, 2024. We followed up after the recent system replacement, and she indicated no issues at that time, and we will continue to follow up with her to ensure this matter has been completely resolved. 

• Initial Complaint

  Date:01/29/2024

  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.

  In September 2023 My father (who is 92 yrs) inquired about a issue with his heating for the house, which was fine for the pass winter and needed a checkup. He was then informed that the furnace needed to be replaced. A salesmen's came out and gave him a price for replacement. Unknown to myself and brother our father signed a contract to replace the furnace and air conditioner (which we did not get a chance to review for him!). Only the furnace needed work. The work was completed and it was discovered later that a smaller units were installed then was told to my father he needed. It was to late to do anything since my father already signed the contract nothing could be done as we were told. Then there was to be a rebate on both the furnace and air conditioner for the electric company. The salesman informed my father that they would file the paperwork for the rebates for my father due to his age and he did not use the internet/computer. That was back in September and my father has only received one small payment for the from the rebates. There was to be another which allegedly sent out in September 2023. My father has not gotten any more rebates and we have contacted the company numerous times and were told it has been mailed out! We have exhausted all this time so this is our next step.

  Customer Answer

  Date: 02/14/2024

  The work was recently inspected by the local township inspectors which half passed and half failed. We are now in the process of fixing that issue that failed. The township POC attempted to troubleshoot the issue but had issues contacting a real person to talk to to get the issue fixed.

  Business Response

  Date: 02/28/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** to discuss his concerns with the Gas Furnace and AC installed on 9/18/2023. **************** was concerned about the the size of the equipment so we agreed to send out a field supervisor on 2/20/2024 to assess. Our field supervisor confirmed that the system was the correct size for the home as well as adjusted the system so the noise that **************** was unhappy with would no longer happen. Our Customer Relations Manager also confirmed **************** has confirmed the Gas Furnace and AC passed the inspections and he has received all rebates that the system qualified for.  He is satisfied with this resolution.

• Initial Complaint

  Date:08/18/2023

  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.

  Contact Dispute, Horizon was to replace the sewer pipe from my home to the outside sewer line. They could not find the outside connection on the first day. They came back one week later and open up the wall to my front porch to follow the vent line to see where it connected to the house line. After finding all line connection, they could not replace the house line because of the angles of the lines. Horizon's representative had given me two options to repair the sewer blockages, 1- $9000 to open Relations Department the front porch in which they would not repair, or 1- $12000 to replace the house line and not touch the front porch. I had just had the porch built this year, so I agreed to the $12000.

  Business Response

  Date: 10/12/2023

  Our Customer Relations Manager reached out to ******************** to discuss this matter further. When ******************** agreed to complete this sewer line replacement, he chose the less invasive method to avoid damage to the porch, but when our crew was out to complete the job bricks needed to be removed from the porch to do the work. We agreed to waive $3602.00 from the balance on his account for the sewer line replacement, so he only paid for the job that included removing the brick from the porch. He is completely satisfied with this resolution. 

  Customer Answer

  Date: 10/12/2023

  Good morning, 

  Yes I have talked with Horizon Services, but I have not gotten any written verification or exact of charges. I will not agree to anything until that happens

  ****************;

• Initial Complaint

  Date:07/15/2023

  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.

  We hired Horizon to replace 2 new AC systems in our home back in September of 2022. While in our home, the installation crew cracked a water pipe in our crawl space and then attempted to hide it from us by turning off the water for the entire house all day which is not normal practice necessary for AC installation. They turned the water on at night right as they were leaving. We woke up the next morning to a flood. Called them. They sent someone out who tried to lie to us and say the flood wasnt caused by them. We assured him it was. They then sent out a plumber who cut out a huge piece of the drywall and found the cracked pipe. He contacted them to update them that it was their doing and to send a cleanup crew. The cleanup crew came in and ripped out the entire room flooring as it was destroyed and set up 5 high powered fans that had to run for 3 days straight and were very loud. Also, they ran for 3 straight days on our electric bill. The children had a horrible time sleeping those nights bc of the loud noise below their bedrooms. It still smells like mildew today in the crawl space. Which is a continued health concern especially with our young child with ******. Being a PA state union healthcare provider I am extremely concerned with the odor down there and the effects on our families respiratory system. So, at this point 10 months later, There is still no flooring in that room. And There is still a giant piece of drywall missing that theyve never repaired. No one has come out to repair any of the damage as of today! We feel we deserve a FULL refund at this point bc its been 10 months with no repairs, satisfaction or even an attempt to contact us to repair the damages we sustained to our home as a direct result of their negligence. Thank You!

  Business Response

  Date: 08/03/2023

  We are extremely sorry to hear of ***. ********** concerns with regards to the work in her home. It is extremely important that we take care of these items for her and make sure she is made whole. Our Customer Relations team has reached out to her on multiple occasion to the number we have on file ending in ****, and have not been able to make contact with her. We have also sent letters to the home with our contact information letter her know that we have been attempting to make contact to rectify the issues since September and have only spoken with her in December and followed up with her again. We encourage the customer to reach out to us at her earliest convenience so that we can fix any outstanding issues and ultimately resolve the issue.

  Customer Answer

  Date: 08/04/2023

  [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:
  I have contacted them.  The woman is only available 9-5 Monday thru Friday and these are the hours that I am also at work as well.  I have provided my email address so that we can communicate via email however I have not received an email to date and they would not provide me with an email address for her either.  
  
  Regards,
  
  *************************************
  

  Business Response

  Date: 09/11/2023

  Our Customer Relations Manager reached out to ********************** to discuss this matter. We apologized for any miscommunication and assured her we want to resolve this matter with her. We gave the option to have our internal contractor make the necessary drywall repairs and we could pay her contractor directly for the flooring. She also mentioned she was having other work completed in the home and offered to reimburse her to directly pay her contractor and have the repairs completed at her convenience. ********************** opted to have us send her a refund check and she can have her contractor complete the repairs. We have sent a check for $5,000.00 and ********************** will reach out to us if the repairs exceed this amount. ********************** is completely satisfied with this resolution.  
  
  *****************************
  Customer Relations Department Manager

• Initial Complaint

  Date:07/13/2023

  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.

  ***************, Service Technician was prompt with same day response on June 29, diagnosed the problem with the AC ( under warranty) was due to motor failure. He said the part was not in stock but could be overnighted and left. Two calls were long waits before being hang-ups. The third call, informed me the part had arrived. I am still waiting. PA has had high temperatures, humidity, pollen count and Canadian wild fire smoke for weeks. Indoor temperatures have exceeded 98 degrees F., with and without opening windows. I am a senior citizen at 83 years old with allergies, this is not acceptable. For health reasons, the AC needs to be repaired or replaced.

  Customer Answer

  Date: 07/18/2023

  Horizon Services called last night and sent out a Service Technician to complete the job, today. The AC is repaired. There was no charge for the service.
  
  Thank you.
  
  *******************************

• Initial Complaint

  Date:07/11/2023

  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 Wednesday, July 5,2023, my air conditioning wasn’t working. I called Horizon on July 6 and they said a tech would be out between 2 and 6 pm. He showed up at 1:45. He told me he couldn’t tell if there was a problem with my unit because he believed it to be a problem with my breaker and to call an electrician and to call him later if that wasn’t it. I called an electrician who said it was definitely the unit. I called back and they said someone would be there between 2 and 6 again. At 6 I received a call that he was on his way from Cherry Hill, about 15 minutes away. By 8 he hadn’t arrived and I called them and was told he went home and nobody else was available because it wasn’t an emergency. I told them I was charged $159 and was told it was supposed to be $89 for the first time he was there that day. She said she couldn’t help me because she was dispatch. I was told a manager would call me. Here we are a week later and I have not received a phone call. They did send the invoice which had me signed up for a maintenance plan that was not explained and not agreed to. When I called to question it I was told I am not allowed to speak to the billing department and I cannot be transferred to a manager. I want to talk to the manager because in addition to all this the tech turned breakers off that had nothing to do with the air conditioner and they were my freezers (this is an ice cream business). If I didn’t notice that would have been a disaster. I don’t know how to proceed since I keep getting the runaround. I can’t speak with anyone and get transferred from customer service to dispatch and I just want the money refunded and an explanation of how when they called and said a tech was on the way and he never showed, how that wasn’t an emergency. It was their fault. The person who finally came to fix my unit was able to tell me something was wrong without any knowledge of what the first tech said so he really did nothing and misdiagnosed the problem.

  Business Response

  Date: 08/01/2023

  Thank you for providing us the opportunity to review and address ********************** concerns. Our Customer Relations Manager was able to reach out and listen to her frustrations and provide her with an amicable resolution. We appreciate her understanding and offer our sincerest apologizes for her experiences with our technician and dispatch. We are reviewing and improving our services internally after hearing her feedback.

  Customer Answer

  Date: 08/03/2023

  [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:06/25/2023

  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.

  Horizon Repair Tech said repairs would cost more than half of a new unit (which was not true), so we agreed to have a sales rep come on 4/16, who spent over an hour telling us all about the benefits of buying a new A/C unit from Horizon, particularly the 100% Customer Satisfaction Guarantee, a Workmanship Guarantee (both are in the contract), and assurance that employees were highly-trained, well-qualified, and held to a high code of conduct and "Customer Service Pledge" standards. Also, he told us that we should expect 15-20 years of use from this unit. The install itself was terrible - first employee got out of the truck smoking a cigarette (against company conduct policy), they threw materials all over our front yard, trampled the plants all around the side of my house (some that were nowhere near the A/C unit). They dropped a fully-extended ladder horizontally and broke my downspout connector. They broke multiple siding shingles and cracked the stucco of our chimney with the ladder. They left trash and metal debris in the yard, including paperwork they should have handed to us, and after the install was complete, the outdoor A/C unit was too close to the house, and the pad & unit were not level - something the salesman had said would affect the longevity of the unit. Inside, they broke wood trim and left a closet shelf dismantled, and they damaged the subfloor in the hallway (they refuse to fix). We found out days later that the A/C unit was set to the wrong airflow speed, which would have cost us more money AND cooled our house inefficiently, over the next +15 years. We have had 5 follow-up visits from service techs, a carpenter, and a contractor, and the problems have not been fixed to our satisfaction. We have lost all trust in this company, and their claims of high-quality, well-trained staff and an exceptional installation process. We have been in communication with a manager, and at times have had to wait a week or more between e-mail responses.

  Business Response

  Date: 07/19/2023

  We are extremely sorry we did not meet the our standards of quality and customer service that we pride ourselves on and appreciate the opportunity to work to help restore her faith in our companty and to fulfill the expectations set upon purchase of her system. We are currently reviewing ******************* request with our executive management team - and will reach out to her to further resolve the matter.

  Customer Answer

  Date: 07/26/2023

  I received a call from a Horizon representative stating that they have approved my requested compensation and will be mailing me a refund check that should arrive in the next 7-10 business days.  Assuming the check arrives, for the amount agreed upon, I am satisfied with this resolution.  

  Customer Answer

  Date: 08/05/2023

  Just today, Saturday August 5th, I received in the mail a check from Horizon for the amount I requested as compensation.  I am now satisfied with the companys response, and I consider this matter to be resolved.  Thank you.

• Initial Complaint

  Date:05/24/2023

  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.

  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

  Date: 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.