Horizon Services

The service technician ([redacted]) was friendly, knowledgeable, thorough, and did a good job of explaining the technical issues. I'm very happy with the service I received and would highly recommend Horizon.

Andrew was on time, very patient and very professional. He was extremely neat and he took the time to explain everything he was doing. When I balked at the price, he volunteered to call his manager and was able to negotiate a more affordable price for the services. I am very please his work and Horizon as a company.

Review: I am unhappy with the services provided by this company, not only was the price charged for services extremely overpriced, the issue was not corrected by the fix performed. It felt as if the tech was telling me I needed a new furnace when in fact the problem with the furnace was caused by a part the tech said was checked and clear but was clogged and causing the furnace not to function properly. When the salesman came the following day he was informed of the amount of water the I removed from the furnace and acknowledged that it was abnormal but also stated that there should be no condensation this time of year, which is untrue for the type of furnace currently in my home. Neither technician nor salesman checked the drain. The technician acknowledged the noise the motor was making and tried to say it would need to be replaced but didn't think to check the drain to see if there was something causing strain on the motor. It was as if the tech was there to tell me my furnace was old and I should purchase a new one. Also when asked about repairs to a hot water heater the tech and salesman both said that it wasn't worth replacing and that I should purchase a new one. For a company that prides itself on customer service and providing quality service, I am completely dissatisfied. After contacting the salesman and informing him of the problem I had with the service, he began explaining reasons for cost being so high and ignored the fact that the tech never checked the drain he said was clean.Desired Settlement: I would like a refund for services performed.

Business

Response:

Summary of Business Activity:[redacted]Thank you for bringing this to our direct attention. We have shared and discussed your concern with our Customer Relations Manager (who you spoke to), the responsible managers and technician, as well as the owners of our company. We must reiterate that our pricing structure includes a premium service and premium benefits and should not be compared to over the counter parts or products. As you discussed with our Customer Relations Manager, we offer same day weekend service with no emergency fees, provide our customer with premium warranties, and only use the highest quality Lennox products. As a courtesy we have provided a credit for your Service Partner Plan, but have kept the plan intact for no additional cost. We have also provided a loyalty discount as discussed. In order to improve future experiences, we will be using your case as a training module in an upcoming in-house course. We take all feedback very seriously, including yours.

Andrew S from Horizon services came on time for a scheduled appointment to look at our hot water heater. Andrew and his partner were clean cut and very professional. We ended up deciding to replace our existing unit and Andrew had our exact model on his truck. I had done my homework and knew what other price I had. Andrew matched our best price and installed our new unit within an hour and a half and removed our old unit. I was very satisfied with their workmanship. This was a very satisfying experience.

Very curtious and friendly and explained everything he needed to do to fix our situation in full detail. Would highly recomend.

[redacted] was very thorough and professional. He explained the problem I was having with my heater in great detail and went over remediation options.

Andrew [redacted] was prompt and courteous. Knowledgeable and fixed the problem very quickly. Highly recommend him.

Great company, reliable and on time! Very friendly technician.

I needed a system check, so I called Horizon services.[redacted] was on time & did a good job.

These guys were prompt, professional, and friendly. Andrew, especially (our technician) was able to clearly explain our options and didn't pressure us into taking the more expensive option.

Andrew was back today to complete a job that was started yesterday. He was on time and again very friendly and polite. He completed the job and again explained step by step. Very happy with the work.

The technician, Douglas M., was very cordial, polite, and explained in detail what my problem was and my options. The salesman, Phil, explained all my options for a new furnace and air conditioner. He was very patient and highly informative.

My technician was Lee B. from Horizon Services. Lee was very kind and courteous, he was knowlegeable of the offered services as well as the various payment options. Additionally, he diagnosed and provided advice on other issues unrelated to the service call which should benefit me in the future. I would highly recommend Lee B for any heating service request.

I had seen the commercials and experienced it in real life. Very professional, discussed everything and made the repair easily. Thankfully it was a minor issue with my furnace. I also had him install a new wifi thermostat at a reasonable cost. He helped with the basic programming. He was a pleasure to work with.
From the initial call through the service it was a great experience.

Lee was very nice and professional

As a first time customer, I was very pleased with [redacted] (Horizon Services) professionalism and knowledge. He was able to provide the perfect solution to resolve my HVAC issue. The work was neatly done and completed in a timely fashion. I highly recommend this business and will refer them to my family and friends.

Douglas was very professional and friendly, very satisfied with the service

In time and great service.

Doug was very polite very business and very personable, he really did a excellent job explaining what he did and why and recommending improvements to by hvac system.

I called for service on my furnace on a Saturday, expecting to have to schedule a time during the upcoming week. The service scheduler surprised me by offering a scheduled time for that afternoon. They called and said that Lee would be on his way earlier than expected. When he arrived, he offered to don shoe booties (which wasn't necessary) and was very cordial. I've dealt with other service techs from other service companies who have the annoying need to feel that they are the smartest person in the room. I often know enough to know if someone's is trying to BS me. Lee couldn't be nicer. He explained clearly what the issue appeared to be, didn't try to up-sell any services or products and offered prices on parts/repairs prior to service. He didn't mind me looking over his shoulder and asking questions and was happy to answer my inquiries without "dumbing things down". His attitude and professionalism was refreshing.