Horizon Services, Inc.

With his effervescent and jovial personality, Horizon tech (CHARLES M) will be a

personal request at this (bear,de) residence, when a job is needed.

When questions were asked, they were answered professionally and with assuredness.

Horizon (CHARLES M) is a good one....

A job well done in a timely fashion. Quality parts with immediate availability properly installed. Cordial, competent staff, onsite and on the phone, who communicated clearly and directly.

James G. did an excellent job. He resolved our problem quickly and answered all my questions thoroughly. He was very professional.

Over the years, I have had countless technicians perform routine maintenance, respond to emergency calls, replace broken or failing items, and more. In this time, I have dealt with 2 or 3 that have been less than helpful, but many more that have been extremely thorough and informative. Any time I have had an issue, they've sent someone out to resolve it quickly and always take responsibility.

Today (a Saturday) I had a problem with one of my washing machine valves, which came off and sprayed cold water all over the laundry room. I immediately turned off the main water supply and then called Horizon. The reasons I called Horizon are that I have dealt with them in the past, they always have a person answer the telephone, and they also try to send someone out the same day. They told me what time to expect a technician, and he arrived within the stated time period. Roscoe M. was very courteous, respectful, and professional. He knew exactly what to do in order to fix the problem. Roscoe is a real asset to Horizon Services, and I would not hesitate to request him if I need a plumber in the future.

Jason was a professional and detailed-oriented technician. We are always happy with work done by Horizon Services.

Kenneth came over and went over both of my toilets and gave me training on

keeping the valve open. Worked very quickly and was very friendly.

The technicians are excellent including [redacted]. However, the cost of my A/C is exceedingly high. I am challenging it.

Review: Horizon Services was requested to come into home and repair leak coming from bathroom thru ceiling into living room area. Technician comes out and does repairs to items not related to leak coming thru ceiling (under kitchen sink and toilet). My 82 year old mother writes 2 checks for over $1000 and still has leak coming thru ceiling. Technician quotes her another $450 to do repair he was requested for in first place. In addition he was prepared to do installation of new water heater for $1700 although it had nothing to do with why he was contacted. I called and cancelled installation of water heater but technician showed and replaced shower trim for $360 leaving same leak from shower unrepaired. I called and spoke to manager who did not see problem of leaving initial repair request unfulfilled but doing unnecessary repairs not pertaining to leak coming thru ceiling.Desired Settlement: Fix leak that we contacted Horizon for.

Business

Response:

Summary of Business Activity:

YTD Transactions: 18,350

We have spoken with the homeowner’s son regarding the condition of his elderly mother and the repairs that needed to be done to ensure her plumbing does not continue to leak. As a courtesy, and to show our understanding, we have agreed to waive the repair fee for the original leak and complete the work as needed.

At this time the customer has been schedule for a new visit where the job will be finished and has expressed his satisfaction with our customer service and plumbing expertise. Internally, we will be using this experience as a training tool. As a collective group of technicians and as a company we value our customers and will continue to work to maintain our high levels of integrity.

Thank you for bringing this to our attention and working with us to ensure we were able to resolve all of your issues.

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: Last fall the service engineer stated to my mother that our Heating/AC unit is over 10 years old and it needs to be replaced. As I walked into the room he elaborated in more detail that the heat transfer pump is faulty as it is making noise. He stated that it would be cheaper in the long run to replace the whole system then to replace parts. Also it would be cheaper to replace it now before winter repairs begin piling up which would make it more expensive for parts and labor. I told him that we need to think on it and he left. The next day water appeared below our heating unit. A local plumber that our family uses came over to install a vanity unit that week and checked our heating system out for us. He found that tubing in our condensation pump was "damaged" which he repaired. Also in his opinion the heating unit was operating perfectly after this repair was completed (no noise from the heat transfer pump).

In May Horizon sent a technician out to service our AC unit. He stated that the unit was performing adequately but since it was over 10 years old we need to replace it. We told him that we just got our roof replaced and we were not in the position to replace our heating/AC units at this time. A few days later it got hot outside again and the AC unit was not working. We found that the circuit breaker to our AC unit kept tripping. We called our local plumber who sent out his partner who is HVAC certified by Trane, Armstrong etc. He found that our compressor was improperly wired which resulted in our compressor burning out and needing replacement. I will let you make your own conclusions.

We didn't use Horizon for this work and will not let them in our house in the future under any circumstances.Desired Settlement: Refund of check #1456 for $198.00 for upcoming year's Heating/AC maintenance program.

Business

Response:

Summary of Business Activity:MTD Transactions: 47,369YTD Transactions: 11,684Thank you for sharing your concern, we take all of our customer’s feedback very seriously and as you know we had one of our managers speak to you regarding your issue. We understand that during the conversation he explained how the compressor would not have ran as long as it had if it had been wired incorrectly. We also discussed with you how we were unable to be aware of any incorrect wiring if we had not done the work.We respect your decision and have agreed to credit you the requested amount. We stand behind our work and our promise to ensure all of our customers’ satisfaction.

They have always been honest and reliable

My husband and I have used Horizon for plumbing and heating. Most recently, Horizon installed a new heater and a new hot water heater on 5/1/2014. We are extremely pleased with the work that was done. All of the men are extremely polite and friendly. Their knowledge on plumbing and heating has exceeded our expectations. Horizon is well worth the money because of their professionalism and expertise. The job is always done in a timely manner.

[redacted] was great excellent and a pleasant fellow

[redacted] was a professional. Arrived promptly and was friendly toward everyone in the house. He worked efficiently and left no mess. He informed me that I had been using air filters that were the incorrect size. He replaced it free of charge and had Horizon send me several additional filters at no charge! (That has never happened) More importantly, Frank sat with me after he completed the maintenance on our HVAC system and reviewed several options. There was never any pressure to make a decision. Rather, he recommended getting several quotes from other competitors. I will be using Horizon again.

The technician was prompt and very professional. He finished up routine annual maintenance in a timely manner. He was very clean and tidy.

[redacted] was on time and in good spirits when he arrived. He was very professional and got straight to work. He listened to my description of the symptoms and plumbing system and found and cleared the clog very quickly. This was a good experience. Thx.

[redacted]. arrived at the time promised. He was very professional and completed clearing the main drain very quickly.

[redacted] was respectful and was very knowledgeable. He arrived during the scheduled time frame.

[redacted] did a great job and was very nice even cleaned up after he was done will be call horizon back and asking for him

[redacted] and his helper [redacted] did a great job getting us the new water heater we needed, at a fair price, efficiently installed. From their initial consultation visit through the installation they were professional, polite and helpful.