Horizon Services, Inc.

It was great and very efficient. Job well done

Donald [redacted] was the HVAC technician that performed our heating check for the upcoming winter months today. He was very careful and professional. I feel comfortable with his making sure everything is in good working order. I have had very good experience with the Horizon Services performed at my home.

Kenneth H. came out promptly and did the work that was needed quickly and efficently. He explained everything and made sure that we knew exactly what was needed and what he did.

We had Horizon Services come out to service our heater for the winter.

He was very pleasant and thorough at his job explained what he had done.

We will have them back next season to check the AC & Heating.

Sean was on time, clean, respectful, knew what he was doing. Got my heater running and made some recommendations for additional work that should be performed, but was not high pressure salesmanship. Very good experience. Would recommend to a friend.

Very courteous service professional

Donald K. was a professional, friendly, punctual technician who did the seasonal start up for our heating units. He made some good recommendations and made us feel confident in the efficiency and longevity of our heaters. I would ask for him again.

Frank D was excellent, knowledgable, helpful, and kind. He listened to the issue and our concerns. He worked to explain the best way to solve the problem and made recommendations to continue maintanence of our heater. He helped schedule a follow-up with a sales representative to review our heater needs. He was thorough and well versed. A welcomed service call as there is always the fear that a service call will not have a resolution or a high price tag.

I am particularly impressed by the professionalism displayed by Kevin who gave valuable advice in place of doing actual repair work. I am a senior living in a century old house with partially ancient plumbing. I had a leak below my old shower which upon his advice led to removal of the old bath (by another contractor) in preparation for installing a new one. This revealed plumbing problems whose fix would require extensive intrusion into the walls of the house. Those problems had so far shown no symptoms, and Kevin advised me how to alleviate them to the satisfaction of the other contractor, at least to last me for the few remaining years I occupy this house.

Kenneth H, the Horizon technician was professional, courteous, and competent in dealing with my stopped up toilet. He treated me with respect and kept me informed about the status of the problem and also about potential future problems with my toilet. I highly recommend Mr. H from Horizon for anyone in need of plumbing services.

E-mailed Horizon Friday 7/4/14 in the evening.They were quick to respond by calling me the next morning. We set up a service call for 10:00 am that day ( Saturday ). My central air conditioner was not cooling very well.The tech showed up on time and I was impressed with the response so far.That would change. The tech checked a few simple things inside like the systems air filter.Then we went outside and he looked at the compressor unit. He connected his gauges to the compressor and told me I was low on freon and that I had a big leak somewhere. I ask him where? His reply was " it could be anywhere, Probably in the coil, real hard to find". He didn't bother to investigate or do anything else. He said he was going to set me up with someone to discuss my options. When the other guy showed up I quickly found out that the options they were talking about was if I wanted a 13 or a 14 seer air conditioner installed. For a very outrageous price. The salesman was a nice guy but a little pushy. ",If it was free would you have it done today"? He ask me. I said yes. Then he said,well what's the problem? Look here's the problem I spent $89.00 for a service call which got me a salesman. After thinking about what the tech said about a big leak I investigated.Pouring soapy water over the rusted and corroding condensate filter I found the leak. Not more than six inches from where the tech connected the pressure gauges. I called my local service guys during the week and they came out changed the condensate filter,said I was a little low on freon. Charged it up with 3 pounds.Now it's cooling back down to 60 degrees. I contacted Horizon because of their 24/7 no emergency fees and that Revdex.com logo on their web sight. Thought you should be informed. Thanks,[redacted]

Review: Horizon did not repair my air conditioning unit according to their own contract and guarantee. They refuse to reimburse my $926.00 to me as I have requested of them in multiple phone calls after waiting many weeks. Their technician came to my house 2X in the Spring for assessment and for repairs. When he was done doing his work, the air conditioning unit was still unusable. He insisted that with a hole in the coil, the unit was not reparable. (This was told to me after he worked on the unit upon his second visit) The technician was incompetent and left me with a $926.00 bill which he insisted that I pay and left me with an air conditioning unit that I could not use. The company sent out one of their sales people the next day for me to purchase a new unit from them at nothing less than $15,000.00. We could not afford this and the salesman left. Weeks passed by, and Horizon did not do anything to make things right. I called them again. [redacted], customer service, said that if I would be willing, they would get a new coil from their warehouse. Then, I talked to them again, and they said that they could order me a new coil and have the technician come out and install it when it came in. They said that they would credit my $926.00 toward the additional repairs. I tried to work with them. A few more weeks went by. I called them again. No coil had been ordered. They said that one was ordered, but they sent it back. I called them several times more, but the customer service person, [redacted], refused to talk to me or to call me back. On September 19, I finally talked to the manager who said that he did not think that his company did anything wrong and argued with me. He refused to reimburse my money. He has refused to get back with me, as he promised. Bottom line, I want my $926.00 returned to me. The Horizon technician was incompetent, and the management has behaved unprofessionally toward me as the client. Now they insist on "stealing" my money leaving me with an inoperable unit.Desired Settlement: I wish to have the entire $926.00 returned to me immediately. The contact person for this complaint is [redacted], Customer Service Manager at Horizon HVAC Services.

Business

Response:

Summary of Business Activity:

MTD Transactions: 3,568

YTD Transactions: 121,896

We apologize for any inconveniences that may have arose during your recent repair service.

At this time, our executive management team has discussed the customer’s concern in depth with the owners of Horizon Services and we have decided to provide the customer a complete refund for the initial job. We understand the frustration of the homeowner and take pride in doing whatever we can to resolve any issues that may arise. We urge the customer to reach out to us if they have any further questions or concerns.

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.

Review: On 8/18/15, a comfort consultant came to my home to give me a quite on replacing my air conditioning system. This was after a tech had been out to check my AC which had not been functioning properly. This technician found several problems, which was expected because my system was almost 20 years old. He recommended that I replace my system because it was so old and even if he repaired it he couldn't guarantee that it would last long. I pretty much knew I would have to replace it, and at that time I expected that I would likely have to pay about $6,000-$7,000 to have the entire system replaced. When the "comfort consultant" came to my home, he opened up a book and did a bunch of calculations and ultimately arrived at a price of $11,000. I almost fell out of my chair, but he assured me that the technicians were highly trained, and stressed the "100 % satisfaction guarantee" as well as their guarantee to do the job right the first time. Both of these guarantees are stated on their website. The ONLY reason I agreed to pay such an exorbitant amount was because he assured me that the job would be done by highly trained technicians and would be done right the first time. He made me feel that I could trust this company and I've never been more wrong!

When the installers came to do the job, they didn't have the required permits that they were supposed to get before starting the job. I live in a condominium complex, and was informed by the property manager that Horizon has been informed on many occasions of the rules of this complex, and consistently chooses to ignore those rules.

I had told them that I had one vent in my bathroom that has never worked, and could they please check on that while they were up there. They informed me that they couldn't figure out why the vent wasn't working, and it still didn't work when they finished the job.

I live in the first floor unit, and unfortunately my air handler is in the attic which is only accessible through the second floor unit, so my upstairs neighbor was unwittingly involved in this whole process as well. After they finished the job, my neighbor informed me that she heard a "ringing noise" coming from her ceiling. I called Horizon back and asked them to please send someone to come check on this. When the technician came out he spent about 5 minutes up in the attic and said he didn't hear anything and couldn't figure out why she was hearing a noise. My neighbor's landlord is very knowledgeable about HVAC issues, and he went up into the attic right after the technician left and said he heard the noise right away and couldn't believe his guy couldn't hear it! The landlord was able to determine that I had an air leak, and was able to locate the disconnected duct to my bathroom in about 10 minutes...something the installers said they couldn't figure out. I called horizon back again and told them that the guy they sent was apparently incompetent because my guy found the air leak and the disconnected duct. They said they'd send someone out to fix it. The next night a different technician came and was able to hook up the disconnected duct, and fix the air leak, but identified the noise that my neighbor was hearing was a defective blower motor! So essentially a defective piece of equipment was installed! The technician told me they needed to order the part and would come back to fix it. The next day I was called to say the part was in and they would send someone that night to fix it. Who do they send? The first guy who missed the problem to begin with! How can they think this is a good idea? Send someone I already don't trust to fix a problem that he couldn't identify the first time?! Thankfully my neighbor's landlord went up there with him or who knows what would've happened. I was told by my guy that the tech wasn't even going to have me turn on my system to ensure it was working properly before he left! I've been in contact with an installation manager and a customer relations manager, who had the audacity to insult me by offering me a $100 visa gift card for my troubles. How can they advertise and stress "100% satisfaction guaranteed" AND JOB DONE RIGHT THE FIRST TIME and then not be willing to give me a significant refund on this? I did not get what I paid for, which was job done right the first time nor did I get highly qualified technicians, as it took 4 tries to get it right! I was also offered to have my service plan extended which I do not want. I really don't want any of their technicians to ever set foot in my home again, because I no longer trust this company, but I'm stuck with them for warranty reasons.Desired Settlement: What I really want is a full refund and never to have to deal with this company again. Give me my money back and end all warranties, service plans, etc. because I no longer have trust in your technicians. You cannot guarantee that a job will be done right the first time and then not be willing to give significant compensation when you can't back that up.

Business

Response:

Summary of Business Activity:MTD Transactions: 2,560YTD Transactions: 62,182Thank you for your patients during this time. We apologize for any inconvenience we may have caused and are thankful that you brought your situation to our attention. At Horizon Services, we take a high level of pride in our technical training program as well as in our technician’s abilities and skill sets. As we state on our website and throughout our advertisements we do stand behind our work and our guarantees. We also admit when we make mistakes. We do apologize for the installation process that you have gone through and admit that it was not ideal. We hope that we have demonstrated our dedication to your satisfaction and to resolving your issues. Our Customer Relations Manager involved our VP of Operations in your situation and together they were able to provide the credit you have received as well as the extended parts and labor warranty for your new equipment. Please do not hesitate to reach out should you have any additional questions.

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 technician was extremely knowledgable, friendly, and clean. Took much care in making sure he was tidy, and making sure I was pleased with his service, which I was. I would refer them to anyone

We have been using Horizon Services for a few years and they have always been FANTASTIC... until last week. We had a new AC unit installed and a few days later, it was making a horrible noise. They sent a service tech out who was ignorant, unprofessional, and argumentative. He told us that the noise we heard was within factory specification and that our amperage was much more than expected???? We literally threw him out of our house... Within two hours a new tech was in our home. Diagnosed and fixed the problem, like Horizon always does.... we are again happy

They done great service. They are polite at all times.

We have had Horizon out now on several occasions - new heater/air conditioner and several plumbing/leaks/stopped up drain problems. Always super professional, always come when they say, always listening.

I just had my sewer line cleared by [redacted]. He was very professional and did the job quick and cleaned up like you did not know he was there.

I would recommend him anytime.

[redacted] came to do take a look at my system, and spent the time to go through not only what he gad initially been dispatched to do, but also all the supporting parts and found issues that I had not even realized were there. He took the time to explain the issues, show the results of the tests, and explain what was needed (particularly since they had been caused by me trying to fix things myself in the past). I will certainly let the experts do their thing, and am very happy with the service they have provided - thanks!

Our maintenance technician, [redacted], was courteous and ultimately diagnosed our problem caused by incorrect installation of the furnace exhaust ventilation by our install (not Horizon). I was extremely happy that the problem was found through his persistance.