ComplaintsforHorizon Services LLC

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had my kitchen sink unclogged under the warranty, but I have noticed that it has become clogged again within two days. I contacted the company to resolve the issue, which was caused by their error, but they were unable to do so and informed me that according to their policy, there would be a full charge. I am simply seeking a resolution to return my sink to its normal state without the need for frequent follow-up calls.

  Business response

  05/17/2023

  Our Customer Relations Manager reached out to ********** to discuss her experience. We scheduled a follow-up visit on May 2, 2023, to clear the drain line under warranty since the issue was not resolved during the initial visit on April 25, 2023. We followed up with ********** after this visit. The clog was resolved, and she is completely satisfied with the way this was addressed. 

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horizon's subsidiary ***** Electric Inc installed defective equipment which included a new electrical panel, main circuit breaker and all the remaining circuit breakers. We were charged $1,316.00 on invoice number **** dated 8/3/22. See cross compliant with ***** Electric filed by me on 2/15/2023. After the installation of the new circuit breakers, we started having problems with our TV and Cable. The TV would freeze and the cable box would go off. I would have to turn off the TV and cable box to reboot them. The problem got worse over time. I called the ******* our cable company and had me disconnect and reconnect the two boxes. Then after a period of time, the TV would freeze and the refrigerator and dishwasher would shut off. During all these problems, our house lights would stay on. On 2/13/23 our heat pump went off. All this time, none of new circuit breakers install by ***** on 8/3/22 were never tripped off. I called called ***** but Horizon answered. Horizon sent **** (driving a ***** truck) to our house on 2/13/23, he found our new electric system was arcing behind the **** electric meter. When ***** did the original work they took the meter out to connect the new main braker, panel and all the other breakers. I asked **** the technician why didn't the breaker shut off. He had no answer! He did not say one word. I have not been able to get an answer from Horizon or *****. I believe ***** install defective circuit breakers. Also I believe ***** did not tighten up the electrical wires behind the **** meter after installing a new main circuit breaker. **** said we could have had a fire. We are in our 80s, we have heart conditions and we are not able to walk normally. We want to live in our house as long as we can. Horizon Services charged us on their invoice ******* dated 2/13/23 $2,700 to repair the defective work done by ***** Electric their subsidiary. We still have the defective breakers.

  Business response

  04/05/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ****************** to discuss his concern. ************** has merged with Horizon Services to provide electrical services for our customers. On 2/13/2023 our electrician went out to assess the issue at ********************** home. We found the problem was caused by the existing underground meter socket and the terminal lug that failed is on the utility side of the meter. This was not a part of the work completed by the electrician who was out 8/9/2022 to replace the 200 AMP Panel. We advised ****************** of our findings and explained this is why we quoted the additional amount to replace the existing underground meter pan. In our conversation with ****************** all issues in the home seem to have been resolved after this work was completed. ****************** does not agree that these are separate jobs and feels he should be reimbursed for the visit on 2/13/2023. In the interest of customer satisfaction, we offered a discount as a courtesy due to ********************** perception but he has declined. We are currently in the process of having the inspection completed for the work done on 2/13/2023.

  Customer response

  04/05/2023

  [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 by Horizon for ***** because:  I was offered a 50% reimbursement of the $2,700 in dispute a few days ago which I felt was not reasonable.   I had a complete new electrical line installed from behind the meter with all new circuits and a panel by *****.  It is unreasonable to think after 34 years of no problems, that after ***** does its instillation that my power became a problem.  A picture taken by ***** shows lose wires.      *****************************
  
  
  
  
  
  
  
  
  

  Business response

  05/04/2023

  Our Customer Relations Manager followed with ****************** about this matter. In the interest of customer satisfaction, we have offered a full refund of the visit on February 13, 2023. The customer is satisfied with this resolution. There was a permit pulled for this work and an inspection needs to be completed. We will follow-up with the customer to assist with coordinating the inspection with one of our electricians. 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called out horizon services to fix heating problem on 1/8/23 My furnace was having issues kicking on. Appeared to be the igniter. When the service tech, ******* ****** came out prior to doing any inspection he stated that we would probably need a new furnace as the type we have always have cracked heat exchangers and are terrible units. We have a very reliable trane unit that was inspected over the summer when we upgraded our AC. During initial inspection ****** stated that it could also be the pressure switch and that there is no universal replacement. He then retrieved his camera and went to check the heat exchanger after telling me it was definitely cracked. When showing me the camera he initially stated a spot was cracked before looking at the screen only to be surprised that the “big bad spot” wasn’t cracked at all. Then he showed me a seam point and stated it was a crack. ****** then stated he could do no more work on the unit as it would be unsafe. He advised that the carbon monoxide would be dangerous. At the time the unit was not operating so there were no tests done of the carbon monoxide level. I currently have 3 detectors in the house by vents that have shown no signs of issue. He stated he would have to replace the whole unit at approximately $7,000. I then had our previous HVAC technician come out and check the unit. *** ******* stated it was the igniter and fixed it with a small part. They tested for carbon monoxide. There were no risks. No signs of cracking. The pressure switch was fine. They make a universal switch. I never received promised estimates from ****** for follow on replacement. I was charged $99 for the work from horizon. My *** **** stated this is common fraudulent practices from horizon and they fix many units after they leave. I attempted to contact horizon for comment but they were not willing to talk. Contacted on 1/24/23. I am concerned for the elderly who may fall victim to this fraud.

  Business response

  02/23/2023

  Thank you for providing us with an opportunity to respond to this complaint. Horizon Services takes all of their complaints very seriously. We reached out to **************** to review the services which were provided to him by Horizon Services. We identified a crack in the heat exchanger (picture attached). Our verification process is performed by camera inspection of the heat exchanger and also a second look by another tech to ensure we are providing the customer with all of their options to make an educated decision with regards to their HVAC system. All of our technicians are also trained to inspect and identify potential hazards by the Heat Exchanger Experts, a 3rd party company, to ensure we're providing the best and most accurate information for our customers. At the time of the service the 2nd technician was declined by **************** because he wanted to have the system inspected by a trusted HVAC technician of his choosing. We explained that we do not advise to run the heater for any potential safety risk, and we typically shut down the system for safety and liability since there is a known issue that we have identified. **************** understands our process but does not agree with our assessment based on the visit he had with another HVAC company. As a courtesy we agreed to refund the $89.00 **************** spent this visit and he's satisfied with this offer."
  
  *****************************
  North Regional Customer Relations Department Manager

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a home heating system replaced in 2016 by First Class, *********, **. First Class has since been sold to Horizon Services.The equipment that was installed was manufactured by ******. The equipment has a 12 year warranty-one of the reasons for the choice of equipment. The heat pump has been replaced four times and is currently not working for the fifth time. All of the work and replacement has been covered by warranty satisfactorily. Compressor failure has been the cause multiple times. The excessive repetive repairs is a concern. The warranty period is getting shorter. **************** is unsatisfactory. Waiting time for a service technician is days to weeks. Updates on the status of the repair is not timely. The tech has to get approval to proceed. The company has to get approval for warranty. I understand there is a procedure, however during this time auxiliary heat is required at an additional expense. Here is a brief outline of replacement service. There were numerous part repairs besides the replacements. 07/26/2016 A constant replacement of units and parts is not resolving the problem. It keeps recurring. At this point, an entire replacement of the system should be provided to resolve the repetitive repairs.

  Business response

  02/02/2023

  Thank you for providing us the opportunity to resolve Mr and *************************** concerns. Our Customer Relations manager was able to review their service history and make the determination on the next steps of action. On January 30th we were able to replace the entire system under warranty and followed up with them to make sure they were satisfied with the replacement. We consider this matter resolved and would like to thank Mr. and *********************** for their patience in the matter.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  in 2016, I purchased a brand-new heating and air conditioning system from horizons. This came with a 12 year warranty parts and labor. It also included annual check up and maintenance for each heating and air conditioning. In the past they would schedule these check ups and advise me a few years ago they changed to where I have to call and schedule it . I contacted them on October 25 and they scheduled me for January 11. I advised this was unacceptable as the heating season has already begun . when I told her that they are advertising immediate appointments online she advised that they were booked up until January 11 also. I asked to speak to a supervisor and was advised they were not in. I called back a few minutes later, and spoke to Genevieve and I advised her that using a different address and name I was able to schedule an appointment the following week. She then assured me that the supervisor would call me by the end of the day. I received no callback, so then I called the next day, and spoke to Genevieve again who advised they would call me back .When no one called I called back Genevieve who promptly hung up on me. I subsequently called back and spoke to someone different and asked to speak to Tara M***** the vice president. After putting me on hold for over 10 minutes, someone came on and advised that it had been escalated to higher management and I would receive a call back within two hours. I have yet to receive a call back.

  Business response

  11/16/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** to discuss this scheduling issue. We apologize for an inconvenience or delay in response and have addressed this matter internally. We moved **************' appointment up to 11/8/2022. We followed up with ************** after the visit as well and he was completely satisfied with this service and the resolution we provided. 

  Customer response

  11/18/2022

  [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

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/4/22 Horizon contacted to repair sudden pipe burst. Gary came 9:30 pm. Found source was cap that burst off of 1/2” *** pipe. Said he didn’t have that cap. He shut off all valves to our plumbing lines & proceeded to check which was the line to that pipe. Turned valve w key and water came out of that pipe so it was located. He marked our pipe diagram area & said he was shutting off there-don’t touch. Did not cap off *** pipe, charged over $360 for service that was incomplete. Water Co cleaned up water and then when I went to take a shower I found hot/cold lines were reversed re: shower handle. Could burn yourself as hot goes on first. Called horizon for Gary to return that Friday, 10/7 between 6-9pm. He called me prior to the Appt & told me to check other shutoff valve for on/off re shower to see if that helps. He wasn’t coming out & told me to call if it didn’t resolve issue. I called again the next week and explained my issues & concerns. Sent “I” out here from Horizon 10/13 unprepared to cap *** pipe. “I” checked lines in basement. I observed water coming out uncapped pipe up in Master! He saw it wasn’t capped but starts checking valves marked by Gary 1st tech; live & started water in MB down wall & into basement after I just had it done! problem w shower hot/cold never resolved, pipe never capped properly & water was just shut off @ main system for $360. “I” second guy played around with my shower handle taking apart items & then says he couldn’t get his hand in there to check cartridge/valve & was “afraid of breaking anything”. Couldn’t definitively tell me what was bad; happy to write me an est 4 repairs u can’t confirm. Over $2200 / told me:never emailed est. He left chip piece of tile & water damage; tried to fix *** pipe w/a shutoff valve instead of cap. Dangerous & not fixed. New guy came 10/17; unprepared to cap; says valve now leaks where 2nd guy toyed around. Nothing fixed! New est higher. Told him to go/Mgr to call asap! Nothing

  Customer response

  10/25/2022

  I am writing this evening to advise that my complaint (noted above) was handled by Horizon Services LLC today, 10/24/22.
  
  John, the plumber Mgr, told me that one of his most seasoned plumbers would be out today to address my issue(s).  Josh, the plumber, was fantastic!
  *** pipe was capped (hot and cold lines) and single faucet cartridge/valve was replaced (kit, I believe).
  
  I am more than pleased with the resolution today after letting Mgr, John, know how unhappy and disappointed that I was last week.
  
  Todays service was a 100 percent turnaround and I am confident in this service performed.  I can now say, without reservation, that they have earned my trust today and I would use them in the future. The issue is now resolved.
  
  They made things right and the Mgr stood by his word.  I'm impressed!
  
  Please let me know that you've received this message, in order to bring closure to my original complaint.
  
  Thank you!
  
  ***********************

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT RECOMMEND USING!!!Horrible Experience! I received great customer service the day before my services were rendered. I called because my air conditioner centralized unit stopped working. The tech came out the next day to explain that this can be fixed. He proceeds to clean out the air ducts which most would assume is part of fixing the unit. He informed me that he doesn't handle fixing air conditioning. The tech then informs me that someone else will be coming out to fix the air conditioner. He disappears without even saying that he left the house and leaves all the doors open for all to come in. I initially paid the tech $1036 to fix what I thought was the unit instead was a cleaning which seems very suspicious scam. I call the office who connects me to the supervisor who calls me then never calls me back. I call the service line again for services to be completed and I now get a busy signal. I plan to alert the authorities because this company took my money without completing

  Business response

  09/02/2021

  In reviewing this customers complaint, we are unable to find a customer with her name at the address provided. The attachment shows a company named "Air Duct & Chimney & Carpet Cleaning"; and believe this complaint may have been sent to us (ServiceMark) erroneously as it seems this complaint may be in regards to that service company and not ServiceMark. 

  Customer response

  09/17/2021

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

*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. ↩