Horizon Services, Inc.

[redacted] is vey good and fast.

[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.

Review: I have had a service agreement with Horizon for a few years now, in Feb of '13 they responded to my residence to conduct an inspection and servicing of my gas furnace that is located in my crawl space of my residence. They advised that I needed a part for the blower motor, I had them replace same. It was given a good bill of health and there was no other reported damage to the system.

In June of '13. My crawl space flooded due to my sump pump failure, I put a claim into my insurance company. I was really concerned about my HVAC system because of the possible water damage. The service member responded to my residence and looked over my HVAC system, he was on scene at my residence for no more then 10 minutes. He advised that the HVAC system did not have any damage and was in good working order.

The winter months started and I started using my heat, I was still on a service contract and Horizon contacted me in the middle of March(14) and advised that they were sorry that they could not get to my residence sooner this year because they were busy this winter. I set up a scheduled time on 3-31-14. I later discovered that my wife(pregnant) had a doctors appointment that day and needed to re-schedule, I called a week before and rescheduled for Friday(3-28-14), I recieved a phone call that Thurday night adviseing that they could not get to my appointment because they did not have enough workers that day. I re-scheduled for 04-1-14 after 3:30pm, I was called at 3:15pm and advised that my worker was on his way to my residence and would be approx. 20 minutes.... He pulled up to my house at 4:55pm. This was almost an hour and a half later.(their commercials state if they are late then the work is free).

Ok.. on to the issue,

The worker was in my crawlspace for approx. 30 minutes, and then went to his truck, he then came inside my house and advised that there was a major issue with my furnace( the heat exchanger was rusted out and split) He advised that this is a major issue and needed to shut the gas service down to the furnace because of possible Carbon Monoxcide poisoning. I even had to sign a release form stating that they are not responsable if the furnace is turned back on.

The worker stated to me that this problem(broken heat exchanger) had been a problem for a while(Longer then a year he advised)

So in the past 14 months I have had Horizon look at my furnace 3 times, with the last one being in June and that tech signed off that there was no damage to my furnace and it was safe to use.

I feel that this is a big problem that should have been addressed before it became a possible health hazard. I only used my furnace this winter because I knew that it was safe to use, because the Horizon Tech advised it was safe in June. This such and issue now that they had to shut the gas off. It sickens me to think that myself and my family could have been killed do to Carbon Monoxcide Poisoning. I feel that this company placed myself and my family in grave danger.

The tech that was at my house on 04-01-14 I feel did his job, but came up with a price of over $4000.00 to fix and replace the part. The part for my make and model they stated was over $2000.00, I was able to find the part at a local HVAC supply company for $1000.00.

I have placed a phone call with Horizon informing them of what happened, the lady on the phone stated she was truely sorry and they would do everything they could to fix this issue, I asked to speek to a supervisor and she advised one would call me back ASAP. It is now 5 hours later with no call back. I will be following up later today, and tomorrow.Desired Settlement: I was told via a Horizon employee that if a tech does not do his job and it is discovered that they misdiagnosed any issue(June 13)'s inspection that they would pay for a full replacement furnace and the install.

I have allso talked to my insurance company and they advised that if this damage was caused by my claim in June that they would cover the cost of a new furnace.

Business

Response:

Summary of Business Activity:

MTD Transactions: 9,335

YTD Transactions: 44,685

Thank you for cooperating with our team via telephone and during our secondary visits, we are glad we could resolve your issue.

During our technician’s first visit to the home, the system and heat exchanger were both confirmed to be in good working condition. Over the course of the year following the flooding of June 2013, moisture in the system and the surrounding crawlspace was unable to dry out, which cause the system and the heat exchanger to slowly rust and ultimately malfunction. A year after the flooding, when our technician returned during his annual service call, he saw the full effects of this. The system was then diagnosed as unsafe to operate as the heat exchanger was then rusted and breached. The system was not misdiagnosed during the first visit as the moisture had not yet caused the heat exchanger malfunction.

With that said, we sent our Sr. Technical Manager to fully inspect the homeowner’s system. During the inspection it was confirmed that water had gotten into the heating system and caused the mentioned damage. There were various signs of water damage within the system, home installation, and surrounding area and we have provided all required information so the system can be replaced and covered by the homeowner’s insurance company as requested.

It is our understanding that the homeowner’s is satisfied with this outcome.

[redacted] did a great job. Very informative with the questions I asked. Very neat, clean and polite

[redacted] has serviced our system for the past two years and the work has been outstanding. We make sure to ask for him each and every service call. I highly recommend him and suggest you give him a try.

The technician was very helpful, and provided good service.

Very nice, and mannerly. Did a clean job

[redacted]. Was prompt, and fixed the clogged drain quickly.

No complaints!

Will use them again.

And...the price at $99.00 was very fair...Roto Rooter wanted $385.00 !!

The technician, [redacted], was great when he came to our house to check out the heater. He showed up on time, clean, used his shoe covers, was polite and great with our dog. He worked efficiently and did a great job answering all of our questions in great detail. He's the type of person you feel comfortable having in your home and made for a very nice experience! Thank you!

[redacted] from Horizon Services installed a new Bradford White water heater in our home today. He was knowledgeable, cooperative and pleasant. I think he did an excellent job on the water heater as well as a few complementary services. He had a trainee with him ([redacted]) who also did well. They treated me and each other with respect and good humor.

[redacted]. was very professional and did a very nice job on my annual HVAC cleaning, even identified and fixed a leak in my condensate line as part of the service. Another good experience with Horizon Services!

Service was prompt. Technician knowledgeable.

Got here on time and explained everything very clearly. I recommend Horizon to everyone.

[redacted] were great and polite and took care of me.great company

[redacted] had clearly reviewed our history file and knew our past issues. He asked if we were ready to act on recommendations made in the past regarding our main drain line.He was able to assess and remedy the situation to our satisfaction.

After seeing countless commercials about reliable Horizon was I called them in an emergency. At 10am a pipe was leaking in my living room ceiling and we have water dripping with buckets all over. I called Horizon and was told that tomorrow is the best they can do. Does that sound like reliable customer service ?

This is the 3rd time that I have had Horizon Services come to my home (for different services), and each time they have more than lived up to their commercials. Not only is their work top notch their technicians respected both me an my home. [redacted] was the latest technician to come out, along with a young man named [redacted]. For as young as both these gentlemen were, they seemed as though they had been plumbers for 40 years. That's how knowledgeable they were. Although I hope to never need a plumber again, if I do I will be calling Horizon Services.

Our scheduled service with Horizon was for an A/C checkup. The HVAC tech that came out was [redacted]. He was prompt and and courteous, making sure to explain what he was here to do.

We also requested a quote for relocating the thermostat controlling our A/C unit. Although we did not go ahead and schedule that service, detailed breakdowns of available options were left behind in the event we decide to have in done later.

Very friendly, Very Knowledgeable, explained to me what the problem was and even showed me. Will reccomend to others and hope when I need service again I hope to get [redacted]

My family has been trusting Horizon Services for many years. They have been a great company and continue to provide quality service. During our recent A/C checkup, the technician, [redacted]., was professional and very helpful in keeping me informed about our service. One of many reasons I will keep using Horizon!