Horizon Services, Inc.

Keith was on time, explained everything clearly and did a great job.

Kevin was quick, friendly, talkative, found the problem, explained the options to fix it, and then proceeded to do the repair.

James was on time and courteous. He was thorough and explained his findings. A very polite gentlemen, and careful to leave the area as he found it.

Got a service technician to diagnose my central air conditioner that wasn't working very well. Technician said I was low on Freon and I should get a new air conditioner. He said he "could put a few pounds of Freon in it to keep you cool until we install your new system, but it will eventually leak out of whatever hole is in the system now. It will cost a few hundred per pound, but we'll credit that amount to the cost of your new system."

It is illegal to put Freon into a leaky system. Seems like an unethical company.

Review: On January 6, 2014 I contacted Horizon to snake out my sewage main on a rental property that was backed up between the clean-out in the front yard and the street but they were booked until the morning of January 7. I agreed for them to come out then and to call me when they did. On January 7th I was working on the same street and around 10:00 a.m. started to wonder why they haven't called me so my employer drove me up the street to find a Horizon van parked in the driveway, when I walked up to the house to check up on things I found the technician was running the snake from the clean-out INTO the house and asked him what he was doing with possibly an added explicative. He admitted to the mistake and we talked for a few seconds about the damage it could have caused and I said he better not have run through my internal clean-out cap which was straight in line with the main. I Immediately knocked on my tenants door and asked them to check the toilet upstairs to see if it was broken while I checked the downstairs shower and toilet which were unharmed. At that time we guessed the tech had run the snake up my vent pipe to the roof so he backed the snake out and ran in the correct direction towards the street. I thought everything was well and good at this time until the evening of February 9th when I went over to visit the property only to find out that starting few days after Horizon had left the house it had taken on a stench of sewage. I called horizon at 6:10 a.m. February 10 about the problem but they apparently weren't open and they said they would call me back within the hour. They did not I called back at 8:10 a.m. and made an appointment to meet a technician at the house at 11 o'clock that day. I explained to everyone the problem was that the crawlspace was filled up with a foot of raw sewage 30 x 30 feet due their due to their technician busting through my clean-out cap which allowed everything to drain into the crawlspace for the last month, instead they sent out someone to snake out the drain line again who put me on the phone with one of their supervisors that refused to take any responsibility for it and they said they had no way to pump out a foot of raw sewage anyway. I told them I would seek legal counsel on this matter and get the raw sewage pumped out. In order to get the sewage removed, the first step was to replace the cap they had knocked out to keep it from refilling, after that I was able to pump it down to a thick layer of pure poo. on my fourth phone call to horizon that day at 3:50 p.m. they said they would transfer me to the correct department for this problem in which I got a recording saying that they would contact me within 24 business hours that I assumed to be three days. I didn't hear back from them next day so I called them at 4:47 p.m. in which they said they would try to call me back tomorrow the 12th which they did at 12:55 p.m. making arrangements for a cleanup crew whom contacted me at 1:43 p.m. scheduling an appointment for February 14 at 10 a.m. which was delayed because of weather until noon but they didn't show up until 2:00 p.m. and they never called me when they arrived as agreed upon. I found them there late in the day after I got off work same with the February 17 when they came back without any notification. With all the time spent on this I assume that the problem was taken care of, my mistake. In going back into the crawl space March 4th I found the whole perimeter of several feet covered and the sump pump pit filled with sewage still. I called Horizon about this and they finally got back to me on the sixth at 4:15 p.m.telling me to call Serve Pro, (the cleanup company), who have left me out of the picture the whole time - so I did and got an appointment for March 14 in which we did a crawl space tour and was assured that they would finish cleaning it correctly, and I requested that they call me when they start the job which didn't happen again. During this whole ordeal in my conversations with Horizon they've refused to take any responsibility for what they did, when they arrived at my house by sewage system had complete integrity, sewage was backing up out of the shower downstairs, this could not have happened if you're missing a clean out cap at a lower level as in the crawl space. I requested they talk to the technician that they had out the first day snaking, they said they did and he denied sending the snake into the house. I told them that he was not being honest and to ask my tenants, to which there was a house full of at the time about me to requesting them to check to see if the toilet and shower had been busted out from him sending the snake inside which they never did. on March 17 a Horizon rep told me she had a recording of me stating that I said that I didn't know how the cause of the sewage breach. I don't like being lied to, so I would love to hear this recording and I would also like them to check with my tenants and the investor I worked for that day that was informed of the technician snaking the wrong direction on the spot. During this conversation I requested $240 for six hours work of my time pumping out the sewage that they were in denial of and replacing the clean-out cap. When I checked up on the house about a week ago my tenants told me that they still occasionally smell sewage but there is absolutely no leakage of any of the plumbing. Every time I think of how they treated me and my tenants or I see one of their commercials where they say they leave the house cleaner than when they get there is a literally a bunch of crap that makes me sick. I admit to making a couple of mistakes, calling Horizon in the first place, and not seeking legal advice immediately when I found out what they had done. The statements they have given me make me out to be a liar about this incident but they've never checked up with my tenants or employer to find what the truth is. the truth is either the technician is lying, probably to protect his job, or more likely the company is lying to protect themselves from any liability. I wonder what they would do if they were in my shoes.Desired Settlement: I would like an apology for what they put me through, meaning taking responsibility, and $240 for my time and effort cleaning up and repairing their mess.

Business

Response:

Summary of Business Activity:

MTD Trasactions: 9,335

YTD Transactions: 44,685

We would like to apologize to the customer for any inconvenience he may have experienced. However, after completing our due diligence regarding this concern we believe we have made every justified effort possible to assist the customer.

On January 7, 2014 we made a service visit to the residence to clear a main drain. After clearing the drain and thoroughly inspecting the job, our plumbing technician left the home in working condition with no issues.

Over a month later, on February 10, 2014, the customer called again and stated that during our original service call that our plumber had popped off the drain’s cleanout cap which caused the home’s crawlspace to flood with sewage. He claimed the sewage had been flooding the home’s crawlspace for over a month.

As a result of his concern, we confirmed the layout of the plumbing in question and found that the drain’s cleanout cap is level with the concrete of the surrounding area. Thus, we cannot take responsibility for the cleanout cap “popping off”. If our plumber’s snake traveled back into the home as claimed, the cap would have broken off, of which it had not.

Despite not causing the primary sewage flood, we extended the customer a one-time courtesy to have ServPro clean up the home as a token of our appreciation for his business. At the time of ServPro’s visit, the customer did not come to the residence to oversee or confirm the clean-up project. Two weeks later, the customer called again to state he was not satisfied with ServPro’s job. We provided the customer the contact information to ServPro. We were met with hostility from the customer.

We believe we have done everything in our power to assist the customer and have at this time exhausted our efforts.

Consumer

Response:

Very pleased with the overal service and professionalism. The agent arrived promptly and did not waste any time. He also explained everything he was doing and invited me to look over his shoulder if I so desired.

Horizon Services lived up to their claims and commercials wherein they guarantee the customers satisfaction with their work:

Two days after the replacement of an outdoor faucet, we went to use the faucet and discovered that the inside water shut-off could not be turned off. We called Horizon, who set up a service appointment convenient to our schedule. [redacted] came during the appointment window, listened to our problem, examined the indoor shut-off valve, explained to us what had happened, listed the possible solutions, answered all our questions and replaced the indoor valve. We are satisfied with this service.

Technician was polite and professional. He knew what he was talking about and was able to fix a problem with my AC with no outragous expenses.

[redacted]. visited after four days without air conditioning; we would never survive with ceiling fans alone in August. He's an exceptional individual and fixed our AC unit in a matter of moments. HVAC jargon aside (I wouldn't understand it if I tried), he advised us in the most cost effective manner while offering a premier service. I am very grateful to Horizon Services, Inc. for their time, but even more appreciative to have "[redacted]" help us today!

[redacted] serviced my AC. He was very professional and informative. He explained exactly what the issue was and what needed to be done to correct it. I was extremely happy with the work completed and his promptness.

I had Horizon come for my heater maintenance. Service was excellent, technician was on time and very courteous/professional.

[redacted] acted in a professional manner when investigating the problem with my kitchen faucet and taking the time to discuss a solution. Thank you!

On time. Professional. Excellent work. Very personable.

Courteous technician, wore booties in the house, felt that he provided an explanations and seemed to be thorough based on time he spent for general maintenance service call.

[redacted] was prompt, friendly and efficient. I would highly recommend his services to anyone needing their heating/air issues.

very clean. took care of my slow kitchen drain. very satisfied with the work and everything that they advertise. will call horizon again.

The service and technician were awesome!

technicians displayed courtesy, professionalism, and willingness to solve my plumbing problem...

Friendly, timely, and professional.

Excellent service with [redacted] from Horizon Services. On time, extremely polite, and quick.