Horizon Services, Inc.

Friendly and professional technician. Very helpful.

Review: We purchased a brand new water heater 8 months ago. On Sunday 1/18/15, it stopped working. I called to have it serviced since we have a 10 year warranty with the system. The technician came out on Monday (1/19/15) stating the water heater needed to be replaced. I asked how that is possible on a brand new system. He said, it was because we ran out of propane. He told me he spoke to his manager and it would be approximately $1,700 to replace. I told him this was the first time this has ever happened and for us to purchase a new system was not happening. He told me he spoke to his manager and that was our only option.

I called and spoke to the manufacturer and they told me that everything on the system could be replaced and it was under a 10 year warranty. I called several times to speak to a manager and tell me why it couldn't be fixed. I never received a call back, no one was ever available. I called again and they said someone would have to come out but couldn't until Wednesday, 1/21/15, between 4pm & 8pm. They called us at 5pm that night and told me they couldn't come and I would have to reschedule. They rescheduled for Thursday, 1/22 between 4pm & 8pm. They called at 5:17pm stating they were 21 miles away but were coming. At 6:45pm, I called and asked for an update and they said they were canceling. They said the job was a morning job not something to be done in the evening. I repeatedly told them we had 3 young children in the house and being without hot water was unacceptable. I told them again that I wanted to speak to a manager because this was unacceptable customer service. They told me no manager was available and they had to call one at home and call me back. I called back 10 minutes later and they told me they were going to send someone out the next day (1/23/15) to replace the entire system.

On 1/23/15, a technician came out and said I didn't need a new system that it just needed to be cleaned. He told me he called the manager and reported the original technician that came out. He clearned our system and now the water heater is working fine. He told me that he spoke to a manager and I was going to receive a follow up call on Monday, 1/26/15. Here is it Wednesday, 1/28/15, and no one has made any attempt to call me.

To be without hot water for a week with 3 young children in the house is unacceptable and extremely bad customer service. I feel that if I didn't do my own research and investigation that this problem would of never been solved. I never had a problem with Horizon in the past and are now very disappointed customers. The amount of time from work that I missed scheduling and re-scheduling is unacceptable and they company should no remorse to that fact.Desired Settlement: I would like a 2 year warranty extension on the water heater.

Business

Response:

Summary of Business Activity:MTD Transactions: 3,102YTD Transactions: 15,268We apologize for any initial concerns you may have experiences. From speaking with our Customer Relations Manager we understand that you were happy with John second visit and it helped you assure the status of your water heater. We hope you understand that we were unable to extend the warranty but have provided you with a credit associated with that potential cost. Thank you again for your patience and understanding.

Horizon employees are always very courteous and professional when coming to our home. They are respectful and engaging with my children as well.

[redacted]. was out to service my AC and was very professional. He educated me on how to properly use my unit including how to maintain my system to work more effectively and efficiently.

your employee was very knowledgeable and completed installing my water pump. [redacted] who supervised was very professional and as usual I am very pleased with Horizon.

Horizon was able to help us with our late night plumbing emergency and really saved our day! [redacted] was so knowledgeable and fantastic to work with. We will definitely recommend Horizon to all our friends and family!

Horizon Services continues to provide Professional, On-time, and Quality service. In this case, the problem re-occurred after the technician left, I contacted Horizon and the technician returned within 30 minutes to fix the problem to my complete satisfaction.

Technician was very knowledgeable and seemed to genuinely care about the evaluation he was performing on our units. I also felt that he went above and beyond by setting up a subsequent appointment for us with a comfort advisor to get our issue resolved as quickly as possible.

Technician was very helpful and knowledgeable regarding my concern. Technician was on time and performed the service quickly.

[redacted] was on the front end of the estimated service time. No waiting around for 4 hours. Technician was neat, efficient and polite. He was knowledgable and helpful. I will ask for him in the future. N

tech was prompt and on time. service down in time frame stated and he was very knowledgeable will highly recommend

My plumbing technician was [redacted] were both very pleasant, very knowledgable and very efficient!

[redacted] did an excellent job addressing my heater issue.

[redacted] was a polite, professional technician who checked my electric heating and air conditioning unit. He was very friendly and clean. I would recommend him and Horizon Services to anyone looking for a sound company and a technician you can trust!! I know I am completely satisfied with the service I received.

I had a positive experience with Horizon.

[redacted] was at my mom's house and did a great job thanks to him and horizon very sensitive to are needs

[redacted] was very friendly and personable. Very knowledgeable as well. Look forward to dealing with them again.

Professional, on time, very informative.

Horizon came highly recommended from friends and colleagues. [redacted], the service technician, was knowledgeable, friendly, and efficient. I will definitely recommend Horizon to friends & family because of this!

[redacted] was very professional. He provided the services I needed, while making future recommendations. Kept work area clean, and did a good job.