Horizon Services, Inc.

We had an excellent plumbing service today. No complaints!

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

[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 !!

Excellent service and repaired issue quickly.

[redacted] was very nice guy on time,clean,& professional service. He answer all my question gave my heater a very good going over. He did not seem to mind me watching him work, very friendly. Trust & honesty is how he made me feel about what he was saying and doing his job. Great guy to have working for you.

[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.

Service was prompt. Technician knowledgeable.

Keith came to our house this morning to look at our hot water heater. He was very helpful in getting us a new water heater quickly and we are now up and running.

Work done efficiently and timely.

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 ?

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.

Review: We just moved into a resale home that is less than two years old. Our neighbors recommended we get an air conditioning check up with Horizon Services, We made an appointment and two technicians from Horizon arrived. I had watched what they were doing and they pulled out the system's filter, said it wes clean and put it back into place. After examining the system for over an hour my wife and I, were told our air conditioning system was freezing up and would no longer be working unless we repalced a valve for over $2,000.00. When we told the technician, we would have to check our warranty first and we were surprised he found a problem as the heating and cooling system had been working fine, he became angry and nasty. In the mean [redacted]e my wife spoke with the other tech who happened to be a trainee. She learned that they had turned off some parts of the system. Before they left we told them specifically to return things to the way they were before. We later received a call from a manager at Horizon who said we would not be charged for the service call as we were so upset. That evening, when the temperature outside went down, the heating system would not cycle on and we thought we smelled smoke. We called Horizon at 6:45AM and relayed this to them. Eventually a manager called and said a tech would be coming between 12-4. I called Horizon and requested the first manager who called, to call us again. We did get a different tech to come and fix the system. [redacted] had turned off all power and had somehow ripped the furnace filter so that it had been caught in the motor which is why there was a smell of smoke. The filter was replaced and the unit checked over and was working when the new technician left.I want this complaint on file in case my air conditioning or heating unit fails or has any related problems in the near future. As a senior, I live in a 55+ community, my wife and we feel we have been targeted by this and other service providers.Desired Settlement: Please keep this complaint on file as we are concerned the HVAC may have been damaged by the service technician.[redacted] the technician who came to correct the problem [redacted] had created, said we did not need a valve that the system was fine.He did replace the new filter and apologized for the problems Tim and the trainee caused. As a senior, I live in a 55+ community, my wife and I, feel we have been targeted by this and other service providers.The manager who did help us was [redacted]

Business

Response:

Summary of Business Activity:MTD Transactions: 7,245YTD Transactions: 36,891Thank you for bringing this to our attention. We understand that you have made this complaint in order to keep a record on file of the situation. To address the primary concern we spoke to the customer in details and apologized for their first visit. After speaking with a manager we send out a sr. technician who was able to diagnose and repair the issue at no charge. The last time we spoke to the customer they expressed satisfaction with the resolution.Again, thank you for your understanding. We will be using this as a working example in an upcoming training class for our technicians. We take a personal responsibility for our customer service efforts and take customer satisfaction very seriously.

Very good service been with company for 8 year have never had any problems at any level.

Never a problem. Arrived on time, pleasant the entire stay. Wore his booties, was very polite. Got the job done and was on his way.

[redacted] arrived well within the designated time. He had my main drain cleared within minutes. He was very efficient and professional and answered all my questions. Great job!

I have used Horizon to put in a new air conditioning unit and they were great. They have been out to service it and each year, the service person is on time and respectful of our property. They put the booties on every time and leave everything the way they found it. I would highly recommend them for service or for replacement of a AC unit.

Overall, my experience with Horizon was a positive one. The HVAC technician arrived on time and was professional and efficient. He reviewed recommendations for my current system with me and also helped to set up a consultation with their sales department due to my interest in a new unit.

I really enjoy not being pressured by Horizon representatives to buy what I do not need. They are honest, professional and they listen to my concerns. I have had them for a few years now and feel like I can trust them.

[redacted]. was a great professional technician. He was prompt with his arrival time. He also treated the house with respect. I was quick to remedy the slow drain and offered great maintenance tips to help from the problem occurring again.

[redacted] is the best plumber in the business! He is friendly and knowledgable. He is prompt and very nice.

He does exactly what you need him to do. He is very good and I highly recommend him. [redacted] is a huge asset to Horizons.

Thank you! [redacted]