Horizon Services, Inc.

We called Horizon Services last evening, Sept. 7, at 8 PM to schedule a service call for our non-working air conditioner. The appointment was set for noon time. [redacted]. arrived exactly on time and was extremely professional. Within 10 minutes he had diagnosed the problem and within 15 more minutes had the repair complete and our air conditioner back running. And on a 94 degree day, this was wonderful news. Outstanding service! [redacted] is an asset to your organization. Thank you Horizon and THANK YOU [redacted].

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.

Review: Horizon came out to replace the furnace, they took an electronic air cleaner that was installed by [redacted] which is the builder for my home. This was unauthorized and practically stolen from home. I have had this piece in my home since it was built, it was part of an upgrade and the total price I paid was $720.00. I had one of their guys come out and he called them company and verified it was taken and that they need to replace the air cleaner. They only offered to pay me $100.00 in place of replacing it. I would like a brand new electric air cleaner because I have adopted kids in my asthma and because I paid for the upgrade.myDesired Settlement: I would like to have a brand new electric air cleaner placed back in my unit like it was before they arrived at my home. I will only take the exact same kind that I had please. Thanks for your time. I have a receipt here that shows what I paid for the extra upgrade. I live in a $750,000 house so it's about the principle. I don't go to Horizon and steal things from them so I would like this resolved peacefully and respectfully.

Business

Response:

Summary of Business Activity:

MTD Transactions: 7,245

YTD Transactions: 113,485

We understand that you have spoken with our Customer Relations Manager on multiple occasions regarding your concern. We have brought your comments to the attention of our upper management team and our Operations Manager and have conducted our due diligence.

At this time we are unable to take responsibility for what the homeowner believes occurred 5 years ago. Policies that we have in place ensure that our records indicate the detail of every job created and in no instance was their proof or reason to believe Horizon Services removed the equipment in question. Since we cannot – nor can the homeowner – provide substantial evidence that we removed his electric air cleaner 5 years ago, we are unable to appease his demands.

As a one-time courtesy, extended to a past customer, we did offer the homeowner a $100 gift card. This offer was rejected. We are unable to take any further action at this time. Thank you.

Consumer

Response:

called for repair Friday afternoon, repairman ([redacted].) arrived early Saturday morning. Repairs done quickly and accurately.

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

Today's visit went very well. Problem was diagnosed and quickly resolved. Technician was courteous and explained everything. Was able to get problem fixed the day it occurred.

Visit with Horizon went fine. Purchased and installed outdoor faucets and job looks good.

I had a positive experience with Horizon.

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

I needed a leak fixed in the kitchen so I called Horizon Services. I have been a customer for many years. [redacted]. arrived promptly for the scheduled appointment. He was extremely professional and knowledgeable and determined the cause of the leak immediately. He completed the necessary work (replaced garbage disposal) and cleaned up the cabinet and kitchen area in a reasonable amount of time. [redacted] was friendly and courteous. I would definitely recommend Horizon Services to my friends and family and I would request [redacted]. as the plumbing technician. Thank you for continuing to provide trusted services!

[redacted] was very efficient- explained everything well- was courteous and friendly.

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

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.

[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

[redacted] was professional and thorough when assessing my HVAC system and making repairs. He was clear when reviewing service options and did so before actually performing the work. I would recommend this service to others.

[redacted] at Horizon Services was awesome. He was cordial, professional and yet a down-to-earth real person. He's an expert Drain Tech. Answered all my questions. Spent all the time needed to try and fix our issue. 100% recommend [redacted] at Horizon!

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.

[redacted] was professional and courteous. He called to let me know when he would arrive, he listened to the problem, performed his diagnosis, provided a detailed list of what needed to be done and provided options, set expectation of when the work would be complete and finished the work promptly. Very satisfied with his work. Would definitely recommend [redacted].

I am using this service all the time and never had a problem with them. Very reliable and friendly professionals.

The service was excellent. The response for service was fast and the technician was well prepared to explain my problem and what he could do for me. He was pleasant and gave me all obtions for completing the job. He also explained the costs involved' After checking my water heater he found it to be leaking water. It was shown to me and I was advised of the possible problems in the near future with a heater being 14 yrs old. I choose to have a new heater. He did a nice job of putting the new unit in and cleaned up the area and was done in a few hours. Great job.