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: 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: 3,568
YTD Transactions: 124,820
Our records indicate that the house was built 17 years ago – in 1997. The dehumidifier would have been 12 years old at the time of our installation. In 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 2009. 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 them. Until 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 installed. Six days later the customer called us to file a complaint that we had removed the piece of equipment 5 years previous.
Since that visit, the customer has also had Horizon Services out to repair duct work that they claimed was falling from their ceiling. When our technicians arrived he determined that it was duct work from the original builder of the home and not any that we had installed. However, 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 situation. Unaware 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 declined. They 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 2014 visit. However, 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 2014 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 17 year old piece of equipment that we have no proof our company has removed. We 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 taken. I was working in [redacted] and in [redacted] at the time and my wife let them in to perform a service, it was taken then. I had to find my paperwork to prove that I had the upgrade and I will attach the document and the photos as well. I paid for the upgrade the first time so I don't need to make up a story. I have attached the paperwork and the photos. The paperwork shows that the electric air cleaner was more than $100.00 so I don't accept that. I would like to have my electric air cleaner replaced. The document shows that the air cleaner was installed when the house was built and and something was put in the place of the filter.
Summary of Business Activity:
YTD Transactions: 18,350
We would like to apologize for your recent experience. We understand that it was not something you expected, but we also would like to assure you that we are doing everything we can to make things right. You have since...
spoken multiple times with members of our Customer Relations team as well as with the responsible managers who have also made a visit to assess your claims. We also sent our Sr. Technical Manager to you home to review the system and our work. At this time, as you are aware, we have made arrangements for new flooring to be installed as soon as it was available and that all other minor repairs have been made.
Your new system is in excellent working conditions and is covered by our industry-leading warranties. As a homeowner you should feel confident with your purchasing decisions and know that we will stand behind our work. Please do not hesitate to reach out if you have any additional concerns or questions. Thank you again for your business.
Summary of Business Activity:
YTD Transactions: 21,235
We would like to apologize for any inconvenience we have caused. On 2/28/14, our Accounting Department was notified that you had not received your $350 rebate check. Your check has been processed and you should receive it...
in a timely matter. If you do not receive your check, please do not hesitate to reach out to us to inquire. Thank you again for your understanding.
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: 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.
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,
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: 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.
Summary of Business Activity:
MTD Transactions: 9,335
YTD Transactions: 44,685
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 condition. Over 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 malfunction. A year after the flooding, when our technician returned during his annual service call, he saw the full effects of this. The 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 Sr. Technical Manager to fully inspect the homeowner’s system. During the inspection it was confirmed that water had gotten into the heating system and caused the mentioned damage. There 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: 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.
At this time, we are unable to do anything further for this customer. We 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 issues. We 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.
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.
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.
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.
Summary of Business Activity:MTD Transactions: 3,102YTD Transactions: 15,268We apologize for any initial concerns you may have experiences. From 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 heater. We hope you understand that we were unable to extend the warranty but have provided you with a credit associated with that potential cost. Thank you again for your patience and understanding.
Summary of Business Activity:MTD Transactions: 3,356YTD Transactions: 172,463 We understand that our Customer Relations Manager was able to speak to you this morning regarding your concern. You 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 time. We 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.
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 $400 Dyson hot/cool air multiplier (the only electric heater we could find for sale after visiting and contacting over 10 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.
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: 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: 3,568
YTD Transactions: 124,820
Our records indicate that the house was built 17 years ago – in 1997. The dehumidifier would have been 12 years old at the time of our installation. In 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 2009. 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 them. Until 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 installed. Six days later the customer called us to file a complaint that we had removed the piece of equipment 5 years previous.
Since that visit, the customer has also had Horizon Services out to repair duct work that they claimed was falling from their ceiling. When our technicians arrived he determined that it was duct work from the original builder of the home and not any that we had installed. However, 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 situation. Unaware 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 declined. They 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 2014 visit. However, 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 2014 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 17 year old piece of equipment that we have no proof our company has removed. We 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 taken. I was working in [redacted] and in [redacted] at the time and my wife let them in to perform a service, it was taken then. I had to find my paperwork to prove that I had the upgrade and I will attach the document and the photos as well. I paid for the upgrade the first time so I don't need to make up a story. I have attached the paperwork and the photos. The paperwork shows that the electric air cleaner was more than $100.00 so I don't accept that. I would like to have my electric air cleaner replaced. The document shows that the air cleaner was installed when the house was built and and something was put in the place of the filter.
Summary of Business Activity:
YTD Transactions: 18,350
We would like to apologize for your recent experience. We understand that it was not something you expected, but we also would like to assure you that we are doing everything we can to make things right. You have since...
spoken multiple times with members of our Customer Relations team as well as with the responsible managers who have also made a visit to assess your claims. We also sent our Sr. Technical Manager to you home to review the system and our work. At this time, as you are aware, we have made arrangements for new flooring to be installed as soon as it was available and that all other minor repairs have been made.
Your new system is in excellent working conditions and is covered by our industry-leading warranties. As a homeowner you should feel confident with your purchasing decisions and know that we will stand behind our work. Please do not hesitate to reach out if you have any additional concerns or questions. Thank you again for your business.
Summary of Business Activity:
YTD Transactions: 21,235
We would like to apologize for any inconvenience we have caused. On 2/28/14, our Accounting Department was notified that you had not received your $350 rebate check. Your check has been processed and you should receive it...
in a timely matter. If you do not receive your check, please do not hesitate to reach out to us to inquire. Thank you again for your understanding.
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: 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.
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,
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: 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.
Summary of Business Activity:
MTD Transactions: 9,335
YTD Transactions: 44,685
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 condition. Over 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 malfunction. A year after the flooding, when our technician returned during his annual service call, he saw the full effects of this. The 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 Sr. Technical Manager to fully inspect the homeowner’s system. During the inspection it was confirmed that water had gotten into the heating system and caused the mentioned damage. There 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: 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.
At this time, we are unable to do anything further for this customer. We 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 issues. We 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.
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.
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.
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.
Summary of Business Activity:MTD Transactions: 3,102YTD Transactions: 15,268We apologize for any initial concerns you may have experiences. From 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 heater. We hope you understand that we were unable to extend the warranty but have provided you with a credit associated with that potential cost. Thank you again for your patience and understanding.
Summary of Business Activity:MTD Transactions: 3,356YTD Transactions: 172,463 We understand that our Customer Relations Manager was able to speak to you this morning regarding your concern. You 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 time. We 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.
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 $400 Dyson hot/cool air multiplier (the only electric heater we could find for sale after visiting and contacting over 10 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.