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:03/09/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:02/13/2023

  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.

  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

  Date: 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

  Date:10/04/2022

  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 had a plumbing concern in June 2022 Horizon Services came out and scoped the pipe saying there was a hole and it needed to be replaced. After they ripped out and replaced the pipe it was concluded they needed to do more work into our house and replace more pipe. They finished the job, we replaced flooring carpeting and painting and when we put the bathroom back together the toilet was now completely against the vanity and could not sit against the wall. We have not used the bathroom since July. Horizon came out, admitted fault and stated they would redo the job in about powder room to fix the placing of the pipe they put back incorrectly. It has been going on over 2 months now of working to set that job up.

  Business Response

  Date: 11/08/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has been in contact with ****************** about this matter. There was an incorrect measurement made when we repiped the toilet in June of 2022. This was noticed after the flooring in the bathroom was redone.  When the toilet and vanity were set, the toilet was too close to the wall and vanity. We went back out on 10/18/22 to jackhammer the bathroom floor and we moved the pipe away from the back wall and to the side so the toilet would not sit as close to the vanity. We laid concrete when this was done. We have received and estimate for the flooring to be redone since it needed to be reopened and have agreed to reimburse ****************** for this cost. The last part of completing this job is to install the ****** and toilet. We will be scheduling with ****************** to have this done and will follow-up after to ensure everything is completed to her satisfaction. We apologize for the inconvenience this has caused and we will work with ****************** to provide a satisfactory resolution.