Lodgepole Designs Log

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 issueWe understand that during the conversation he explained how the compressor would not have ran as long as it had if it had been wired incorrectlyWe 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 amountWe stand behind our work and our promise to ensure all of our customers’ satisfaction

On January 5, 2016, the customer proactively called in to receive a quote for a new system citing that his system was a 30+ year old boiler that was barely workingWe scheduled an appointment with the customer and provided replacement options with a new, more efficient unitThe customer accepted this work to be done and the install was scheduled for the following dayAfter receiving the customer's complaints about the system not heating the home properly, we made multiple visits to the home both with technicians and our Technical Manager to review the systems operationsUpon our review, we confirmed the system we installed was working properlyIt was, however, determined that the baseboards that give off heat around the home, which were not installed by Horizon, were blocked by the customer's personal belongings and carpeting, not allowing the area to be heated properlyThis has been discussed with the customer's wife, to which she agreed with our assessmentThe customer who filed the complaint was not home at the time of any of the visits, We have tried to contact the customer multiple times since visiting the home to discuss this further, but he will not return or accept our phone calls

Summary of Business Activity:MTD Transactions: 2,560YTD Transactions: 62,182Thank you for your patients during this timeWe apologize for any inconvenience we may have caused and are thankful that you brought your situation to our attentionAt 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 guaranteesWe also admit when we make mistakesWe do apologize for the installation process that you have gone through and admit that it was not idealWe hope that we have demonstrated our dedication to your satisfaction and to resolving your issuesOur 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 equipmentPlease do not hesitate to reach out should you have any additional questions

On Thursday, June 2, 2016, Horizon Services went out to Mrs [redacted] ’s address at [redacted] , arriving at 8:22amOur technician diagnosed a faulty Dual Capacitor and advised replacement The customer has a valid parts warranty on her Trane Heatpump through 9/20/ The customer’s son agreed to the part replacement and was charged $for the labor portion, after using an onsite coupon given to our tech of $ On the afternoon of Thursday, June 2, 2016, Mrs [redacted] called Horizon’s office with questions regarding the price of the repair and her warranty Our Customer Relations Manager, [redacted] , spoke to the customer and explained her active parts warranty and expired labor warranty He reduced the cost of the repair by $and the customer was satisfied with the resolution On the evening of Thursday, June 2, 2016, Mrs [redacted] called Horizon back out to her home due to her thermostat not reaching her desired temperature Our technician diagnosed a failed TXV valve and quoted her the price of $to replace it and explained her warranty to her onsite Mrs [redacted] decided not to proceed with the repairOn the afternoon of Tuesday, June 7, 2016, [redacted] spoke to the customer about the quote left on June 2nd The customer felt like Horizon was trying to take advantage of her He explained that wasn’t the case at all and another service call from 1/31/was brought up where she had felt the same way Jeff explained that Horizon has been in business years and always does right by their customers We refunded the remaining balance of $for the Dual Capacitor that was purchased on June 2nd The customer requested Horizon to send her the parts she needed (TXV valve) so she could have another company install them and it was explained that we would be unable to send them to her in the mailOn the afternoon of June 13, 2016, [redacted] , another Customer Relations Manager, spoke to Mrs [redacted] and offered a $discount on the necessary TXV repair, which brought the repair cost down to $1413.00, however Mrs [redacted] declined to have Horizon back in her home.On the afternoon of June 16, 2016, [redacted] spoke to the customer again and explained that her Trane Heatpump is under manufacturer’s warranty until 9/20/2016, which we confirmed with Trane, and that she can have any company that will honor the manufacturer’s warranty install the TXV [redacted] explained why we would be unable to send her the part due to needing an environmental license to handle this type of part In summary, the customer was provided a full refund of $from the service call on 6/2/ Horizon was then willing to reduce the cost of the TXV valve installation We confirmed with Trane that the customer has a valid manufacturer’s warranty until 9/20/and she can choose another company to install the TXV valve that will honor the warranty

Summary of Business Activity:MTD Transactions: 47,105YTD Transactions: 11,560We apologize for any confusion with the communication during our resolution processWe do not consider a case closed until we are able to fully resolve the concern of the homeowner.With that said, we are sorry again that our representative did not reach out to explain how our owners and SrTechnical Trainer had gotten involved with your situationWe understand that we had a technician make a service call to your home to perform a system tuwhich was able to resolve the issue.We will be using your specific concern as a module in our next training session to ensure our communication processes are optimized and are usedPlease do not hesitate to reach out should you have any additional questions

Summary of Business Activity:MTD Transactions: 21,023YTD Transactions: 1,201Thank you for reaching out to usWe understand that you have spoken to our Customer Relations Manager regarding your concernOur internal team discussed your service call in detail with the responsible managers and our company’s owners As a one-time courtesy we are able to provide you with a partial credit based on those discussionsThank you again for bringing this to our attention

Summary of Business Activity:MTD Transactions: 46,024YTD Transactions: 10,256Thank you for reaching out to Horizon Services regarding your recent concernWe were happy that our Customer Relations Manager was able to set up a time for our SrTechnical Trainer to review your equipment for any issuesAs you now know, we discovered a blocked coil and our technician was able to chemically clean the system’s coilsAt this time we understand that your system is operating properly and you have expressed satisfaction in the resolutionThank you again for allowing us the opportunity to review your system and resolve the issue!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and for now I find that this resolution is satisfactory to meI will inform you if there are any issues with the company following through on their promise once we schedule the appointment Regards,

Summary of Business Activity:MTD Transactions: 4,137YTD Transactions: 209,461At Horizon Services, we take pride in the amount of continuous technical training we put all of our technicians through so they can provide accurate diagnosis of a wide array of issuesWe spend countless hours with manufactures and specialists specifically improving our knowledge of the dangers of cracked heat exchangers and the proper technicians to identify those dangersIn response to this homeowners concern, we involved our technical trainers, the technicians responsible for the diagnosis, their managers, and our owners.Our Customer Relations Manager reached out to the homeowner via phone three times and left voice messages hoping to further discuss his concernsWe also send a physical letter to their home requesting a conversation so that we could help resolve any issues they may have Before receiving this concern we had a second technician visit the home to verify our first technician’s diagnosis of a cracked heat exchanger.Furthermore, we were able to finally schedule a follservice call regarding the issue yet when our technician arrived at the home the homeowner did not answer the door or our phone callsWe are ready and willing to help this homeowner and find the best solution for his concernWe just request further cooperation to accomplish this

Thank you for bringing this to our attention as our customers feedback is extremely valuable to us and gives our company the opportunity to improve its services. Our Customer Relations Manager reached out to the customer with regards to their complaint. Horizon is always up front with all of our... pricing on both repairs and replacement and provide our customers with all of their options so they are able to make an educated decision on what is best for them. We offered to send out another technician to go over they system again to confirm the diagnosis, but the customer declined. We agreed to refund the customer the 79.50 dispatch fee they paid due to our 100% satisfaction guarantee.

Thank you for bringing this to our attention. We take homeowners’ concerns very seriously at Horizon Services and will do whatever it takes to make any situation right. Our Customer Relations Manager [redacted] reached out to the homeowner to discuss their concerns with the visit. During the... conversation it was discussed that Horizon Services provides our customer with all the information as it pertains to their system, and sometimes this consists of options to potentially replace parts which are starting to show wear, and can cause a potential break down. During the discussion we explained Horizon Services’ pricing structure to the homeowner. We have agreed to provide a refund for the homeowner’s HVAC Service call in 2015 and reimbursement for the capacitor he had replaced with another company. We also sent out another technician to reinstall the electronic filter and explain to the customer how they work and how best to maintain them. Moving forward we will be utilizing this situation as a case study during an upcoming in-house, hands on technical training session.

Summary of Business Activity:MTD Transactions: 693YTD Transactions: 186,416Thank you for taking the time to bring this to our attentionWe take customer feedback extremely seriously and always share all concerns with our Customer Relations Managers, the responsible technicians and department
managers, and even the two owners of our companyWe would like to sincerely apologize for your situation and the inconvenience it has causedWe also apologize for the fact that we were unable to resolve your issue in a more timely mannerWe understand that you have spoken directly to our Customer Relations Manager who had offered to provide space heaters for you homeWe also attempted to find an alternative vendor who could provide the required parts fasterOur Customer Relations Manager is personally following up on your service call until completionWe have also extended a 50% discount for your partAs a service company, we understand the importance of our customersIn an effort to learn from your situation we will be using your concern as part of a training module during our next weekly in-house training sessionPlease do not hesitate to reach out should you have any additional questionsThank you for your cooperation and understanding

Revdex.com:We were contacted by *** ***, the Guest Service Manager assigned to assistFollowing a conversation between him and my husband, we were instructed to email him all documentation involving our communication with *** ***- which we did on 7/We never received a response to our emails or return of our voicemails (as recent as today we called)That being said, we appreciate the company honoring what we were promisedI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,

Thank you for bringing this situation to our attentionWe have reached out to Ms*** and discussed the diagnoses of our technicians who visited her homeWe stand behind both our technicians diagnosing the finding of a crack in their heat exchangerOur internally policy is to always send a
2nd technician to validate the 1st technician's findingThe customer has stated she wants us to cover the entire cost of them replacing their unit claiming the other company she chose to install a new system informed her there was no crack in the heat exchangerThe ***'s at that specific time chose to proceed with the new install without giving us an opportunity to prove again our finding of the crack in the heat exchangerDue to our complete confidence in our technicians diagnoses, we do not believe we share in any responsibility to pay the ***'s for having a new system installed by another companyAs a common courtesy, due to our written 100% satisfaction guarantee, we offered to refund Ms*** the $they spent with our company even though we did our job to the fullestHowever, at this time Ms*** has not accepted our offer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
For a company that states "is a premier plumbing, heating & air condition company" I find their lack of communication from upper management appallingIt took visits for a technician to figure out what was wrongWhile talking with a CSR for the 4th - 6th time I was told I would be contacted by upper management and that has yet to happenI would love to have had the opportunity to talk to upper management and feel I should have at least had a phone call.So NO, I don't feel this complaint was even viewed or discussed with anyoneI will NEVER recommend Horizon Services to anyone due to upper management lack of concern in regards to my issuesI also know that this is considered a close case - I just wanted to provide what I thought should have happened and that was to have received a call phone Horizon Servicesthat would have satisfied me
Regards,

Thank you for bringing this to our attentionOur Technical, Operations and Plumbing manager were able to visit with the home owner at agreed to replace the water heater free of charge due to our 100% satisfaction guarantee, and extended the warranty on her Oil Furnace that was recently
installed with us by yearsWe are very happy to be able to work with the homeowner to resolve her complaints as Customer Service is very important to us

Thank you for bringing this to our attention, and we apologize for any miscommunicationAlthough this representative no longer works for Horizon, and the home owners contract does not reflect a refund in the amount stated, we asked the customer provide us with documentation they stated they had of
this conversationSince this contact we have reached out to the customer but have not received a response from themAs it is important our customers do not lose confidence in our ability to provide them with outstanding service, Horizon Services determined in the spirit of compromise we would honor the home owners request and issue the refund they stated had been promised by the representative

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11108703, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for your responseThe resolution that I would really like is to have back my old working heaterBut as I know that is not possible, my resolution would be to be no worse off than I was before That being, a return of the money I spent $10,000 . since Horizon was unable after at least three different attempts , to give me a heater that works as well as my year old oneAs I stated in the above email , my NEW heater not only put me out $10,it continues to cost me money every month and will do so for it’s lifetime. Thank you for your attention to this matter, since no one at Horizon could seem to understand that my house wasn’t cold until they came to work on it. sincerely *** ***