Summary of Business Activity: MTD Transactions: 7,245 YTD Transactions: 113,485 We understand that you have spoken with our Customer Relations Manager on multiple occasions regarding your concern. We have brought your comments to the attention of our upper management... team and our Operations Manager and have conducted our due diligence. At this time we are unable to take responsibility for what the homeowner believes occurred 5 years ago. Policies that we have in place ensure that our records indicate the detail of every job created and in no instance was their proof or reason to believe Horizon Services removed the equipment in question. Since we cannot – nor can the homeowner – provide substantial evidence that we removed his electric air cleaner 5 years ago, we are unable to appease his demands. As a one-time courtesy, extended to a past customer, we did offer the homeowner a $100 gift card. This offer was rejected. We are unable to take any further action at this time. Thank you.
RevDex.com: We were contacted by [redacted] , the Guest Service Manager assigned to assist. Following a conversation between him and my husband, we were instructed to email him all documentation involving our communication with [redacted] - which we did on 7/2. 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 promised. 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: 9, YTD Transactions: 44, Thank you for cooperating with our team via telephone and during our secondary visits, we are glad we could resolve your issue During our technician’s first visit to the home, the system and heat exchanger were both confirmed to be in good working conditionOver the course of the year following the flooding of June 2013, moisture in the system and the surrounding crawlspace was unable to dry out, which cause the system and the heat exchanger to slowly rust and ultimately malfunctionA year after the flooding, when our technician returned during his annual service call, he saw the full effects of thisThe system was then diagnosed as unsafe to operate as the heat exchanger was then rusted and breached The system was not misdiagnosed during the first visit as the moisture had not yet caused the heat exchanger malfunction With that said, we sent our SrTechnical Manager to fully inspect the homeowner’s systemDuring the inspection it was confirmed that water had gotten into the heating system and caused the mentioned damageThere were various signs of water damage within the system, home installation, and surrounding area and we have provided all required information so the system can be replaced and covered by the homeowner’s insurance company as requested It is our understanding that the homeowner’s is satisfied with this outcome
Summary of Business Activity:MTD Transactions: 6,952YTD Transactions: 174,928We understand that you are having an issue with your system that may be stemming from the thermostatThank you for taking the time to speak with our Customer Relations ManagerAs you know, we will be sending a SrTechnician to your home to diagnose and fix any issues you may haveWe appreciate your patienceRest assured that we will have your system operating properly in no time
Summary of Business Activity: MTD Transactions: 789 YTD Transactions: 95,124 Thank you for working closely with our Customer Relations Manager to resolve this issue. We must reiterate our apologies for the initial inconvenience. As we have discussed, if it is found that our technician did not follow the proper procedure when ordering your part, he will be addressed by his managers to ensure he complies with all policies moving forward. Regardless, we will also be using your specific case to revisit the part ordering procedures in our weekly training classes in an effort to bring this to the attention of all technicians. We hope to use this as an opportunity to proactively improve the level of service and compliance throughout the company. With that said, we do appreciate your feedback and cooperation and trust that the resolution discussed during our phone call satisfies all of your needs. Thank you for your business.
Summary of Business Activity:
YTD Transactions: 21,
We would like to thank the homeowner for bringing their concern to our attentionWe have spoken to the homeowner in detail via the phone and in personOn 3/3/a technician made a service visit to the residence and was
able to identify the issue in questionHe was able to make all repairs necessary for the homeowner’s system to operate properly and efficiently and as a courtesy, no further charges were incurred by the homeowner
At this time we believe that the homeowner is happy with our actions, their system, and the outcome.
Thank you again for choosing Horizon Services and working with to allow us to resolve all of your issues, we appreciated your patients and business
Summary of Business Activity:MTD Transactions: 2,128YTD Transactions: 158,932We apologize for any delay with the inspection processThe inspector only works certain areas on certain days so we had some difficulty finding a day and time that would work best for all partiesOur
Customer Relations Manager has since spoken with the homeowner and has made her inspection a priorityThe inspection is scheduled for 12/10/and 3:PMThe homeowner has expressed a satisfaction with this time and outcomeThank you
Summary of Business Activity:
MTD Transactions: 9,
YTD Transactions: 44,
As requested we have closed the customer’s Service Plan and refunded the associated cost of the plan
We have taken steps to review this situation as a case study within
our in-house training facilityThe feedback the customer provided will be vital in analyzing the situation in more detail and possibly utilizing it as a training tool
In any instance such as this, we also must suggest that homeowners try to refrain from comparing certain contractors to one anotherIn some cases this may be fine, but more times than not, the companies being compared, the services offered, and most importantly the value delivered by each are not the same
Summary of Business Activity:
MTD Transactions: 3,
YTD Transactions: 121,
We apologize for any inconveniences that may have arose during your recent repair service.
At this time, our executive management team has discussed the customer’s
concern in depth with the owners of Horizon Services and we have decided to provide the customer a complete refund for the initial job We understand the frustration of the homeowner and take pride in doing whatever we can to resolve any issues that may ariseWe urge the customer to reach out to us if they have any further questions or concerns
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
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
Summary of Business Activity:
MTD Transactions: 9,
YTD Transactions: 89,
Here at Horizon Services, we are extremely dedicated to working with our customer to resolve any issues or concerns they may haveOur Customer Relations Manager has
called this customer multiple times throughout this monthShe has left messages and has even mailed a physical letter to the home of the customerAt this time we have not received any return phone calls and will attempt to contact the customer again
Our Delaware HVAC Maintenance Manager called and spoke to *** on March 12, At that time, he offered to credit her original Service Partner Plan and as a courtesy extended the plan free of charge for any agreed upon amount of timeThe homeowner stated that she would speak with her husband and then return the manger’s callOur HVAC Maintenance Manger provided the homeowner with his direct line, of which she never returned his callAt this time, we believe we have done everything we could to work with the homeowner to find a reasonable solution to their concernWe encourage the homeowner to not hesitate to reach out directly, if there are any additional issues
Summary of Business Activity:MTD Transactions: 7,391YTD Transactions: 7,391Thank you for bringing your concern to our attentionWe understand that you have spoken in detail to our Customer Relations ManagerWhile we cannot speak to the diagnostic abilities or suggestions of
another company we do stand behind our own technician’s analysisAs you have discussed with our Customer Relations Manager our technician found and issue that would need to be addressed before performing the system tune-upHe has / will provide you will all options to allow you to make an informed decision as to which direction you would want to proceedWe have extended a free system tuto you to use at your discretionAgain, thank you for your business
Summary of Business Activity:
YTD Transactions: 18,
We have spoken with the homeowner’s son regarding the condition of his elderly mother and the repairs that needed to be done to ensure her plumbing does not continue to leakAs a courtesy, and to show our
understanding, we have agreed to waive the repair fee for the original leak and complete the work as needed
At this time the customer has been schedule for a new visit where the job will be finished and has expressed his satisfaction with our customer service and plumbing expertiseInternally, we will be using this experience as a training toolAs a collective group of technicians and as a company we value our customers and will continue to work to maintain our high levels of integrity
Thank you for bringing this to our attention and working with us to ensure we were able to resolve all of your issues
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 residenceWe 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
Revdex.com:
Nothing has been fixed yetIf and when anything is fixed or repaired , I will notify you personallyAt this point nothing has been settled
Regards,
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
I had one message from 7/@ 3:56pm, but I rarely use my home phoneAll of my service calls used my mobile, and no letters have been receivedI will call the office in the morning, and provide an updateThis is concurrent with their serviceI have digital voicemail and have all calls to my homeWhen the 7/call was heard it was mid August and ignored based on the complaint
Summary of Business Activity:MTD Transactions: 7,391YTD Transactions: 7,391Thank you for the feedback; this is something we will discuss with the responsible managers and owners of the company. We understand that you have spoken with our Customer Relations Manager regarding your...
situation and your dispatch fee. Every job is unique and sometimes the diagnostic may be more complex, require special equipment or a special technician and we may not know this until we see the situation first hand. With that said, we agree that you situation did not fall within the category and as a result we do apologize and have adjusted your dispatch fee to the original price. Thank you for your understanding and corporation. We will use your case and a discussion point to improve our policies and our business practices.
Summary of Business Activity: MTD Transactions: 7,245 YTD Transactions: 113,485 We understand that you have spoken with our Customer Relations Manager on multiple occasions regarding your concern. We have brought your comments to the attention of our upper management... team and our Operations Manager and have conducted our due diligence. At this time we are unable to take responsibility for what the homeowner believes occurred 5 years ago. Policies that we have in place ensure that our records indicate the detail of every job created and in no instance was their proof or reason to believe Horizon Services removed the equipment in question. Since we cannot – nor can the homeowner – provide substantial evidence that we removed his electric air cleaner 5 years ago, we are unable to appease his demands. As a one-time courtesy, extended to a past customer, we did offer the homeowner a $100 gift card. This offer was rejected. We are unable to take any further action at this time. Thank you.
RevDex.com: We were contacted by [redacted] , the Guest Service Manager assigned to assist. Following a conversation between him and my husband, we were instructed to email him all documentation involving our communication with [redacted] - which we did on 7/2. 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 promised. 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: 9, YTD Transactions: 44, Thank you for cooperating with our team via telephone and during our secondary visits, we are glad we could resolve your issue During our technician’s first visit to the home, the system and heat exchanger were both confirmed to be in good working conditionOver the course of the year following the flooding of June 2013, moisture in the system and the surrounding crawlspace was unable to dry out, which cause the system and the heat exchanger to slowly rust and ultimately malfunctionA year after the flooding, when our technician returned during his annual service call, he saw the full effects of thisThe system was then diagnosed as unsafe to operate as the heat exchanger was then rusted and breached The system was not misdiagnosed during the first visit as the moisture had not yet caused the heat exchanger malfunction With that said, we sent our SrTechnical Manager to fully inspect the homeowner’s systemDuring the inspection it was confirmed that water had gotten into the heating system and caused the mentioned damageThere were various signs of water damage within the system, home installation, and surrounding area and we have provided all required information so the system can be replaced and covered by the homeowner’s insurance company as requested It is our understanding that the homeowner’s is satisfied with this outcome
Summary of Business Activity:MTD Transactions: 6,952YTD Transactions: 174,928We understand that you are having an issue with your system that may be stemming from the thermostatThank you for taking the time to speak with our Customer Relations ManagerAs you know, we will be sending a SrTechnician to your home to diagnose and fix any issues you may haveWe appreciate your patienceRest assured that we will have your system operating properly in no time
Summary of Business Activity: MTD Transactions: 789 YTD Transactions: 95,124 Thank you for working closely with our Customer Relations Manager to resolve this issue. We must reiterate our apologies for the initial inconvenience. As we have discussed, if it is found that our technician did not follow the proper procedure when ordering your part, he will be addressed by his managers to ensure he complies with all policies moving forward. Regardless, we will also be using your specific case to revisit the part ordering procedures in our weekly training classes in an effort to bring this to the attention of all technicians. We hope to use this as an opportunity to proactively improve the level of service and compliance throughout the company. With that said, we do appreciate your feedback and cooperation and trust that the resolution discussed during our phone call satisfies all of your needs. Thank you for your business.
Summary of Business Activity:
YTD Transactions: 21,
We would like to thank the homeowner for bringing their concern to our attentionWe have spoken to the homeowner in detail via the phone and in personOn 3/3/a technician made a service visit to the residence and was
able to identify the issue in questionHe was able to make all repairs necessary for the homeowner’s system to operate properly and efficiently and as a courtesy, no further charges were incurred by the homeowner
At this time we believe that the homeowner is happy with our actions, their system, and the outcome.
Thank you again for choosing Horizon Services and working with to allow us to resolve all of your issues, we appreciated your patients and business
Revdex.com:
We have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Summary of Business Activity:MTD Transactions: 2,128YTD Transactions: 158,932We apologize for any delay with the inspection processThe inspector only works certain areas on certain days so we had some difficulty finding a day and time that would work best for all partiesOur
Customer Relations Manager has since spoken with the homeowner and has made her inspection a priorityThe inspection is scheduled for 12/10/and 3:PMThe homeowner has expressed a satisfaction with this time and outcomeThank you
Summary of Business Activity:
MTD Transactions: 9,
YTD Transactions: 44,
As requested we have closed the customer’s Service Plan and refunded the associated cost of the plan
We have taken steps to review this situation as a case study within
our in-house training facilityThe feedback the customer provided will be vital in analyzing the situation in more detail and possibly utilizing it as a training tool
In any instance such as this, we also must suggest that homeowners try to refrain from comparing certain contractors to one anotherIn some cases this may be fine, but more times than not, the companies being compared, the services offered, and most importantly the value delivered by each are not the same
Summary of Business Activity:
MTD Transactions: 3,
YTD Transactions: 121,
We apologize for any inconveniences that may have arose during your recent repair service.
At this time, our executive management team has discussed the customer’s
concern in depth with the owners of Horizon Services and we have decided to provide the customer a complete refund for the initial job We understand the frustration of the homeowner and take pride in doing whatever we can to resolve any issues that may ariseWe urge the customer to reach out to us if they have any further questions or concerns
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
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
Summary of Business Activity:
MTD Transactions: 9,
YTD Transactions: 89,
Here at Horizon Services, we are extremely dedicated to working with our customer to resolve any issues or concerns they may haveOur Customer Relations Manager has
called this customer multiple times throughout this monthShe has left messages and has even mailed a physical letter to the home of the customerAt this time we have not received any return phone calls and will attempt to contact the customer again
Our Delaware HVAC Maintenance Manager called and spoke to *** on March 12, At that time, he offered to credit her original Service Partner Plan and as a courtesy extended the plan free of charge for any agreed upon amount of timeThe homeowner stated that she would speak with her husband and then return the manger’s callOur HVAC Maintenance Manger provided the homeowner with his direct line, of which she never returned his callAt this time, we believe we have done everything we could to work with the homeowner to find a reasonable solution to their concernWe encourage the homeowner to not hesitate to reach out directly, if there are any additional issues
Summary of Business Activity:MTD Transactions: 7,391YTD Transactions: 7,391Thank you for bringing your concern to our attentionWe understand that you have spoken in detail to our Customer Relations ManagerWhile we cannot speak to the diagnostic abilities or suggestions of
another company we do stand behind our own technician’s analysisAs you have discussed with our Customer Relations Manager our technician found and issue that would need to be addressed before performing the system tune-upHe has / will provide you will all options to allow you to make an informed decision as to which direction you would want to proceedWe have extended a free system tuto you to use at your discretionAgain, thank you for your business
Summary of Business Activity:
YTD Transactions: 18,
We have spoken with the homeowner’s son regarding the condition of his elderly mother and the repairs that needed to be done to ensure her plumbing does not continue to leakAs a courtesy, and to show our
understanding, we have agreed to waive the repair fee for the original leak and complete the work as needed
At this time the customer has been schedule for a new visit where the job will be finished and has expressed his satisfaction with our customer service and plumbing expertiseInternally, we will be using this experience as a training toolAs a collective group of technicians and as a company we value our customers and will continue to work to maintain our high levels of integrity
Thank you for bringing this to our attention and working with us to ensure we were able to resolve all of your issues
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 residenceWe 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
Revdex.com:
Nothing has been fixed yetIf and when anything is fixed or repaired , I will notify you personallyAt this point nothing has been settled
Regards,
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
I had one message from 7/@ 3:56pm, but I rarely use my home phoneAll of my service calls used my mobile, and no letters have been receivedI will call the office in the morning, and provide an updateThis is concurrent with their serviceI have digital voicemail and have all calls to my homeWhen the 7/call was heard it was mid August and ignored based on the complaint
Summary of Business Activity:MTD Transactions: 7,391YTD Transactions: 7,391Thank you for the feedback; this is something we will discuss with the responsible managers and owners of the company. We understand that you have spoken with our Customer Relations Manager regarding your...
situation and your dispatch fee. Every job is unique and sometimes the diagnostic may be more complex, require special equipment or a special technician and we may not know this until we see the situation first hand. With that said, we agree that you situation did not fall within the category and as a result we do apologize and have adjusted your dispatch fee to the original price. Thank you for your understanding and corporation. We will use your case and a discussion point to improve our policies and our business practices.