Lodgepole Designs Log

Summary of Business Activity:MTD Transactions: 781YTD Transactions: 186,619Thank you for providing feedback regarding you recent Horizon Services’ contractOur Customer Relations Manager has personally called and left voice messages for you and has also mailed a physical letter to your residence
We are ready and willing to discuss your concerns in detail and help you find a suitable resolutionPlease contact us at your earliest convenience so we can be of assistance to youThank you in advance

Summary of Business Activity:MTD Transactions: 47,105YTD Transactions: 11,560We apologize for any confusion with the communication during our resolution process. We 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 Sr. Technical Trainer had gotten involved with your situation. We understand that we had a technician make a service call to your home to perform a system tune-up which 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 used. Please do not hesitate to reach out should you have any additional questions.

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 working. We scheduled an appointment with the customer and provided replacement options with a new, more efficient unit. The customer accepted this work to be done and the install was scheduled for the following day. After 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 operations. Upon our review, we confirmed the system we installed was working properly. It 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 properly. This has been discussed with the customer's wife, to which she agreed with our assessment. The 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: 21,023YTD Transactions: 1,201Thank you for reaching out to us. We understand that you have spoken to our Customer Relations Manager regarding your concern. Our 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 discussions. Thank you again for bringing this to our attention.

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 me. I 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: 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.

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 issues. We 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 dangers. In 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 concerns. We 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 follow-up service call regarding the issue yet when our technician arrived at the home the homeowner did not answer the door or our phone calls. We are ready and willing to help this homeowner and find the best solution for his concern. We just request further cooperation to accomplish this.

On Thursday, June 2, 2016, Horizon Services went out to Mrs. [redacted]’s address at [redacted], arriving at 8:22am. Our technician diagnosed a faulty Dual Capacitor and advised replacement.  The customer has a valid parts warranty on her Trane Heatpump through 9/20/2016.  The...

customer’s son agreed to the part replacement and was charged $242.00 for the labor portion, after using an onsite coupon given to our tech of $42.50.  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 $87.50 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 $1913.00 to replace it and explained her warranty to her onsite.  Mrs. [redacted] decided not to proceed with the repair. On 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 1/31/2012 was brought up where she had felt the same way.  Jeff explained that Horizon has been in business 30 years and always does right by their customers.   We refunded the remaining balance of $154.50 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 mail. On the afternoon of June 13, 2016, [redacted], another Customer Relations Manager, spoke to Mrs. [redacted] and offered a $500.00 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 $242.00 from the service call on 6/2/2016.  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 9/20/2016 and she can choose another company to install the TXV valve that will honor the warranty.

Summary of Business Activity:MTD Transactions: 4,137YTD Transactions: 216,461Horizon Services replaced the customer’s boiler in January 2016, the customer complained the unit was not operating warm enough so Horizon Services then sent a technician to determine what could be the issue. Upon the...

technician’s arrival, he determined the system to be operating properly, but the homeowner was not happy with the technician’s assessment and refused to let him look at the baseboards around the home to determine if there were other issues.  In response our Sr. Technical Training Manager scheduled and met with another technician the homeowner at the home to evaluate the entire system. He determined the boiler was also working correctly but the customer’s baseboards (which Horizon Services did not install) was not transferring and was rejecting much of the heat the boiler was creating. He found the discharge vent covered by boxes and furniture, and the fin tube had a lot of dust and other items from years of use and lack of maintenance. This baseboard was installed directly on the carpet years ago and is blocking the intake of the baseboards. Our Sr. Technical Training Manager found this to be the case in the majority of the rooms in the home. It was explained to the homeowner that when baseboards are installed properly the intake should be at least 1" above the level of the finished flooring. When carpeting is installed against the intake of the baseboard it functions like an air filter on a heater. The longer air flows through it the more dust and dirt it collects. Sooner or later the air stops flowing through the carpet reducing and eventually stopping convection. The homeowner stated that she understood and that there were multiple repairs that needed to be made to the home and carpeting replacement was one of them. The homeowner’s husband was not at the home at the time of the visit and was not satisfied with the explanation so again on January 27, Our Sr. Technical Training Manager reached out to the husband and offered to come out to the customer’s home again while he was there to explain, but the customer refused. He stated was going to the Revdex.com and ended up hanging up on our manager. Our Customer Relations Manager tried to call him back and the customer did not answer the phone. At this time we are ready and willing to provide further explanation but the homeowners need to be receptive.

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.

Revdex.com:
Horizon has worded their response carefully in that the quoted price is what you can expect to be charged, however most customers have little choice but to accept the service is priced reasonably.  There was an effort to encourage me to replace my entire system based on the high priced repair and fear of an "older system having a repeat failure".  In short, Horizon asserts that their pricing is up front and that is true, they have said nothing about the reasonableness of their prices.  I would recommend their customers seek a second or even third quote for such service.I have reviewed the response made by the business in reference to complaint ID [redacted], 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,

Summary of Business Activity:MTD Transactions: 8,954YTD Transactions: 156,201Thank you for bringing this to our attention. We apologize for any inconvenience you may have experienced during the process of purchasing and installing your new system. We understand that you have spoken directly with our...

Customer Relations Manager regarding your situation. At this time we have agreed to remove the necessary drywall and repair duct work needed to have your system operate properly. We understand that you have elected to wait until after the holidays to complete this service. We hope that you have a safe and happy holiday season and we look forward to completing your service at your earliest convenience.

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.

Summary of Business Activity:MTD Transactions: 46,024YTD Transactions: 10,256Thank you for reaching out to Horizon Services regarding your recent concern. We were happy that our Customer Relations Manager was able to set up a time for our Sr. Technical Trainer to review your equipment for any...

issues. As you now know, we discovered a blocked coil and our technician was able to chemically clean the system’s coils. At this time we understand that your system is operating properly and you have expressed satisfaction in the resolution. Thank you again for allowing us the opportunity to review your system and resolve the issue!

Summary of Business Activity:MTD Transactions: 4,137YTD Transactions: 216,461Thank you for bringing this to our attention. We take homeowner’s concerns very seriously at Horizon Services and will do whatever it takes to make any situation right. With that said we scheduled our Plumbing Manager to...

visit the rental property to review the work and find out what the next steps should be. When he arrived, the homeowner was not there. Our Customer Relations Managers have reached out via phone multiple times; however we have not been able to reach them. We are willing and ready to work with the homeowner to resolve their issue, but are unable to do so until they make successful contact with us.

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.

Thank you for bringing this to our attention. The homeowner originally called Horizon Services to video camera a main sewer line that was not experiencing an issue. Horizon Services does not typically provide this type of service. However, since customer satisfaction is very important to us we...

were able to schedule as a one time courtesy and provide this to the home owner at no charge, and have since met the customer’s needs.