Horizon Services, Inc.

Kenneth was prompt and very professional and friendly. He also fixed my problem with my plumbing!!

technician was great.

Review: I called Horizon Services, Inc. on 12/29/14. I spoke to a representative and she took all of my information (e.g., address, ph#, destination of heater, heater issue, age of unit, etc.). She explained to me, for $79.50, a service technician would come to the property and provide a diagnosis of what is wrong with my heater.

Once Bill (service technician) arrived at the property, he briefly troubleshot the furnace. He called me on the telephone to explain to me what he thought the problem could be. After briefly explaining his thoughts on what it may be, he then said, if I want him to dig deeper to find the proper diagnosis, the initial fee of $79.50 would increase to $166.00.

Without having much time to think this through, and the fact that Horizon Services, Inc. already had me for $79.50, I told Bill he can go ahead and dig deeper to diagnose the problem.

After Bill received my "ok" that I would pay the $166.00, we ended the call. He then called me back to tell me the diagnosis. He voluntarily continued talking and told me the heater's life expectancy is 10-13 years, and he already knew the heater was 12 years old. He went on to say the heater was in bad shape.

I immediately called Horizon Services' office and asked for a Manager. Jamie came to the phone and was nothing short of curt, condescending and accusing me of having someone else to do the repair cheaper, after I told him I was misled.

So, my primary concerns are as follows:

A) If the company is not going to diagnose the problem for $79.50, why would the representative state they would do so?

B) Under what circumstances would anyone only pay the $79.50 diagnostic fee, and why wasn't I given this option?

C) Given the fact that Bill knew the heater's age, life expectancy & "bad shape" condition, why would he not have shared this information with me prior to charging the higher fee of $166.00 so that I could have made a more educated decision re: paying more for just his diagnosis?

To avoid the above from happening to future customers, I am requesting that Horizon Services, Inc. change their practices/sales tactic by removing one of the two initial fees ($79.50 and $166.00), as this causes a customer to be misled in believing the $79.50 would cover a complete diagnostic examination and result to the customer.Desired Settlement: I'd be happy with a full refund because I would have never allowed Horizon Services come to my property had I known their true prices/fees.

Business

Response:

Summary of Business Activity:MTD Transactions: 7,391YTD Transactions: 7,391Thank you for the feedback; this is something we will discuss with the responsible managers and owners of the company. We understand that you have spoken with our Customer Relations Manager regarding your situation and your dispatch fee. Every job is unique and sometimes the diagnostic may be more complex, require special equipment or a special technician and we may not know this until we see the situation first hand. With that said, we agree that you situation did not fall within the category and as a result we do apologize and have adjusted your dispatch fee to the original price. Thank you for your understanding and corporation. We will use your case and a discussion point to improve our policies and our business practices.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

My heat was not working this morning. I called Horizon and [redacted]. was at my home within hours. He was extremely thorough in checking my heater. He repaired what he could and ordered what I needed. He explained my situation to me and my husband whom I called at work. [redacted] was neat and respectful and I hope he comes back to finish the job.

We'll done [redacted] and Horizon.

Very professional...Arrives on time...Convenient hours...Did a great A/C installation...They care about satisfying the customer!

[redacted]. upon arrival was courteous and professional. He walk me through the process to clear my drain before he proceeded, gave me feedback throughout and offered tips to avoid future clogs. He was a pleasure and I will certainly be using Horizon in the future because of [redacted].!

After performing the annual maintenance on our furnace, the technician was very thorough in explaining our options and answering all questions.

My experience with the technician [redacted]. was a good one. He was professional and efficiently priced the project and completed it in a timely manner. Very courteous.

[redacted] (drain Tec) came to my home to clean my bathroom drain. He was so prompt, pleasant and efficient. It was another positive experience with Horizon Services!!

On time Very pleasant tech

On time and courteous.

Our tech [redacted] was on time, polite and knowledgeable. He did everything possible to solve our heating problem as quickly as possible on a very cold day.

We have been using Horizon Services for our HVAC for many years and have always been pleased by the service and quality of their workmanship. Today we had James G. as our technician. He has worked at our home before and has always provided us with great recommendations for our system as well as information about quality air filters. He is courteous, informative, and thorough. Thanks for a job well done!

[redacted] was extremely professional and knowledgeable. He explained everything and showed me the problems with my heater. He is an asset to your company.

Fixed everything and new faucet is excellent.

Fast service. Knowledgeable technician.

[redacted] was on time and professional. Given the nature of my call, he was able to assist me in no time. Very rewarding experience.

[redacted]. was outstanding....I love everything about Horizon and it's Technicians except the price. Thanks again for a another professional visit.

[redacted] was very professional, knowledgeable, and courteous. He is an asset to your company.

This was a second part appointment with Horizon Services as part of a plan for heating and now a/c tune up. [redacted]. was my technician. Very friendly, knowledgeable and offered various suggestions for the possibility of a new a/c unit, and kindly explained it in terms that I could understand.