Summary of Business Activity:MTD Transactions: 3,102YTD Transactions: 15,268We apologize for any initial concerns you may have experiencesFrom speaking with our Customer Relations Manager we understand that you were happy with John second visit and it helped you assure the status of your water heaterWe hope you understand that we were unable to extend the warranty but have provided you with a credit associated with that potential costThank you again for your patience and understanding
Summary of Business Activity: MTD Transactions: 3, YTD Transactions: 124, Our records indicate that the house was built years ago – in The dehumidifier would have been years old at the time of our installationIn no way are we disputing the fact that the customer did have an electronic air cleaner installed at the time of their home being built, however we are disputing the fact that we removed it at the time of our installation in If the customer can provide us with proof that that we took the dehumidifier and that it didn’t break down or get removed by another service company that we are, and always have been, willing to work with the customer and compensate themUntil we receive proof of these claims we are unable to take responsibility for an action or records indicate we did not take In August 2014, we made a warranty service visit related to a blower motor that we installedSix days later the customer called us to file a complaint that we had removed the piece of equipment years previous Since that visit, the customer has also had Horizon Services out to repair duct work that they claimed was falling from their ceilingWhen our technicians arrived he determined that it was duct work from the original builder of the home and not any that we had installedHowever, as a courtesy the technician reattached the ducts for the customer During the same visit, the customer told the technicians about the electric air cleaner situationUnaware of the situation, the technicians called the office to inquire and were informed of our stance and that we were not taking responsibility without proof When speaking with our Customer Relations Manager, the customer said they were offered to have a new electronic air cleaner installed by Horizon Services in the past free of charge – but they declinedThey claimed they would only want and accept the exact same one as previously installed by the builder or the money for that piece of equipment The customer has maintained that Horizon Services knew and was aware of the situation prior to our August visitHowever, when our Customer Relations Manger mentioned to the customer that they did not see any record of the customer calling into our office prior to our August service visit to make a claim regarding the air cleaner situation in our system, the customer stated that it was because they only now just realized that equipment was missing At this time there is no way we can take responsibility for a year old piece of equipment that we have no proof our company has removedWe are always willing to work with a customer but cannot be held responsible for something we did not do, and something where facts are not matching up
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Hello, I want them to replace the air cleaner that was takenI was working in [redacted] and in [redacted] ** at the time and my wife let them in to perform a service, it was taken thenI had to find my paperwork to prove that I had the upgrade and I will attach the document and the photos as wellI paid for the upgrade the first time so I don't need to make up a storyI have attached the paperwork and the photosThe paperwork shows that the electric air cleaner was more than $so I don't accept thatI would like to have my electric air cleaner replacedThe document shows that the air cleaner was installed when the house was built and and something was put in the place of the filter
At this time, we are unable to do anything further for this customerWe always perform our due diligence and work extremely hard with each customer to better understand their situation and what we can do to resolve any issuesWe have extended the customer a one-time courtesy, but unfortunately, we will be unable to service any of his properties moving forward as our professional experience was not valued For reference, we have attached a photograph of the clean-out cap in question which is level with the concrete
Summary of Business Activity:MTD Transactions: 3,356YTD Transactions: 172,We understand that our Customer Relations Manager was able to speak to you this morning regarding your concernYou expressed to us that you now know how your control center or thermostat operates as well as your system and that while you were not present during the installation process that you are satisfied at this timeWe were happy to go over your new equipment with you, should you have any additional questions regarding your new system please do not hesitate to ask
Summary of Business Activity: MTD Trasactions: 9, YTD Transactions: 44, We would like to apologize to the customer for any inconvenience he may have experiencedHowever, after completing our due diligence regarding this concern we believe we have made every justified effort possible to assist the customer On January 7, we made a service visit to the residence to clear a main drainAfter 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 businessAt the time of ServPro’s visit, the customer did not come to the residence to oversee or confirm the cleprojectTwo weeks later, the customer called again to state he was not satisfied with ServPro’s jobWe provided the customer the contact information to ServProWe 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
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: YTD Transactions: 21, We would like to apologize for any inconvenience we have causedOn 2/28/14, our Accounting Department was notified that you had not received your $rebate checkYour check has been processed and you should receive it in a timely matterIf you do not receive your check, please do not hesitate to reach out to us to inquireThank you again for your understanding
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is [redacted] Even though the business states we were contacted, we were not We left specific messages on both Saturday (3/1/14) and Monday (3/3/14) to have the Customer Relations person to contact us Both phone rep employees stated emails were sent to the Customer Relations person, who was not in on the weekends, for a call regarding our issue To date, we have received no calls from any Horizon employees above the customer service reps who called to say their service technician was on the way We are very upset and disappointed with how this entire situation was handled We were without heat from Saturday morning through Monday late afternoon And the issue appeared to be the fault of the first technician who performed our annual heater maintenance on Friday night Friday we had heat By Saturday morning, we did not The technician who arrived on Saturday to check the issue was extremely defensive, stating it was not the fault of the first technician, without doing a thorough inspection of the heater Time was wasted on "ordering a heat pump" and when the new heat pump was installed, the heater still did not work which then led to a more thorough search We purchased a $Dyson hot/cool air multiplier (the only electric heater we could find for sale after visiting and contacting over different stores) on Saturday to get us through the night, which we would not have needed if our heat was working properly Over the entire weekend, NO ONE from Horizon called to check on us or to let us know what was going on All contact was initiated by my husband and myself This seems very contrary to the attitude they display in their commercials Since we have NEVER been contacted by a manager, owner or Customer Relations person from Horizon, there is NO resolution to this complaint We are very disappointed in Horizon and would like for it to be known that there is a difference in what is presented on TV and actual experiences
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
Summary of Business Activity:MTD Transactions: 3,102YTD Transactions: 15,268We apologize for any initial concerns you may have experiencesFrom speaking with our Customer Relations Manager we understand that you were happy with John second visit and it helped you assure the status of your water heaterWe hope you understand that we were unable to extend the warranty but have provided you with a credit associated with that potential costThank you again for your patience and understanding
Summary of Business Activity: MTD Transactions: 3, YTD Transactions: 124, Our records indicate that the house was built years ago – in The dehumidifier would have been years old at the time of our installationIn no way are we disputing the fact that the customer did have an electronic air cleaner installed at the time of their home being built, however we are disputing the fact that we removed it at the time of our installation in If the customer can provide us with proof that that we took the dehumidifier and that it didn’t break down or get removed by another service company that we are, and always have been, willing to work with the customer and compensate themUntil we receive proof of these claims we are unable to take responsibility for an action or records indicate we did not take In August 2014, we made a warranty service visit related to a blower motor that we installedSix days later the customer called us to file a complaint that we had removed the piece of equipment years previous Since that visit, the customer has also had Horizon Services out to repair duct work that they claimed was falling from their ceilingWhen our technicians arrived he determined that it was duct work from the original builder of the home and not any that we had installedHowever, as a courtesy the technician reattached the ducts for the customer During the same visit, the customer told the technicians about the electric air cleaner situationUnaware of the situation, the technicians called the office to inquire and were informed of our stance and that we were not taking responsibility without proof When speaking with our Customer Relations Manager, the customer said they were offered to have a new electronic air cleaner installed by Horizon Services in the past free of charge – but they declinedThey claimed they would only want and accept the exact same one as previously installed by the builder or the money for that piece of equipment The customer has maintained that Horizon Services knew and was aware of the situation prior to our August visitHowever, when our Customer Relations Manger mentioned to the customer that they did not see any record of the customer calling into our office prior to our August service visit to make a claim regarding the air cleaner situation in our system, the customer stated that it was because they only now just realized that equipment was missing At this time there is no way we can take responsibility for a year old piece of equipment that we have no proof our company has removedWe are always willing to work with a customer but cannot be held responsible for something we did not do, and something where facts are not matching up
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Hello, I want them to replace the air cleaner that was takenI was working in [redacted] and in [redacted] ** at the time and my wife let them in to perform a service, it was taken thenI had to find my paperwork to prove that I had the upgrade and I will attach the document and the photos as wellI paid for the upgrade the first time so I don't need to make up a storyI have attached the paperwork and the photosThe paperwork shows that the electric air cleaner was more than $so I don't accept thatI would like to have my electric air cleaner replacedThe document shows that the air cleaner was installed when the house was built and and something was put in the place of the filter
At this time, we are unable to do anything further for this customerWe always perform our due diligence and work extremely hard with each customer to better understand their situation and what we can do to resolve any issuesWe have extended the customer a one-time courtesy, but unfortunately, we will be unable to service any of his properties moving forward as our professional experience was not valued For reference, we have attached a photograph of the clean-out cap in question which is level with the concrete
Summary of Business Activity:MTD Transactions: 3,356YTD Transactions: 172,We understand that our Customer Relations Manager was able to speak to you this morning regarding your concernYou expressed to us that you now know how your control center or thermostat operates as well as your system and that while you were not present during the installation process that you are satisfied at this timeWe were happy to go over your new equipment with you, should you have any additional questions regarding your new system please do not hesitate to ask
Summary of Business Activity: MTD Trasactions: 9, YTD Transactions: 44, We would like to apologize to the customer for any inconvenience he may have experiencedHowever, after completing our due diligence regarding this concern we believe we have made every justified effort possible to assist the customer On January 7, we made a service visit to the residence to clear a main drainAfter 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 businessAt the time of ServPro’s visit, the customer did not come to the residence to oversee or confirm the cleprojectTwo weeks later, the customer called again to state he was not satisfied with ServPro’s jobWe provided the customer the contact information to ServProWe 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
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: YTD Transactions: 21, We would like to apologize for any inconvenience we have causedOn 2/28/14, our Accounting Department was notified that you had not received your $rebate checkYour check has been processed and you should receive it in a timely matterIf you do not receive your check, please do not hesitate to reach out to us to inquireThank you again for your understanding
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is [redacted] Even though the business states we were contacted, we were not We left specific messages on both Saturday (3/1/14) and Monday (3/3/14) to have the Customer Relations person to contact us Both phone rep employees stated emails were sent to the Customer Relations person, who was not in on the weekends, for a call regarding our issue To date, we have received no calls from any Horizon employees above the customer service reps who called to say their service technician was on the way We are very upset and disappointed with how this entire situation was handled We were without heat from Saturday morning through Monday late afternoon And the issue appeared to be the fault of the first technician who performed our annual heater maintenance on Friday night Friday we had heat By Saturday morning, we did not The technician who arrived on Saturday to check the issue was extremely defensive, stating it was not the fault of the first technician, without doing a thorough inspection of the heater Time was wasted on "ordering a heat pump" and when the new heat pump was installed, the heater still did not work which then led to a more thorough search We purchased a $Dyson hot/cool air multiplier (the only electric heater we could find for sale after visiting and contacting over different stores) on Saturday to get us through the night, which we would not have needed if our heat was working properly Over the entire weekend, NO ONE from Horizon called to check on us or to let us know what was going on All contact was initiated by my husband and myself This seems very contrary to the attitude they display in their commercials Since we have NEVER been contacted by a manager, owner or Customer Relations person from Horizon, there is NO resolution to this complaint We are very disappointed in Horizon and would like for it to be known that there is a difference in what is presented on TV and actual experiences
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