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.
Summary of Business Activity:MTD Transactions: 21,023YTD Transactions: 1,201Thank you for reaching out to us. We understand that you have spoken to our Customer Relations Manager regarding your concern. Our internal team discussed your service call in detail with the responsible...
managers and our company’s owners. As a one-time courtesy we are able to provide you with a partial credit based on those discussions. Thank you again for bringing this to our attention.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and for now I find that this resolution is satisfactory to me. I will inform you if there are any issues with the company following through on their promise once we schedule the appointment.
Regards,
Summary of Business Activity:MTD Transactions: 6,952YTD Transactions: 174,928We understand that you are having an issue with your system that may be stemming from the thermostat. Thank you for taking the time to speak with our Customer Relations Manager. As you know, we will be...
sending a Sr. Technician to your home to diagnose and fix any issues you may have. We appreciate your patience. Rest assured that we will have your system operating properly in no time.
Summary of Business Activity:MTD Transactions: 47,105YTD Transactions: 11,560We apologize for any confusion with the communication during our resolution process. We do not consider a case closed until we are able to fully resolve the concern of the homeowner.With that said, we are sorry again that our representative did not reach out to explain how our owners and Sr. Technical Trainer had gotten involved with your situation. We understand that we had a technician make a service call to your home to perform a system tune-up which was able to resolve the issue.We will be using your specific concern as a module in our next training session to ensure our communication processes are optimized and are used. Please do not hesitate to reach out should you have any additional questions.
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.
Revdex.com:
Horizon has worded their response carefully in that the quoted price is what you can expect to be charged, however most customers have little choice but to accept the service is priced reasonably. There was an effort to encourage me to replace my entire system based on the high priced repair and fear of an "older system having a repeat failure". In short, Horizon asserts that their pricing is up front and that is true, they have said nothing about the reasonableness of their prices. I would recommend their customers seek a second or even third quote for such service.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Summary of Business Activity:
MTD Trasactions: 9,335
YTD Transactions: 44,685
We would like to apologize to the customer for any inconvenience he may have experienced. However, after completing our due diligence regarding this concern we believe we have made every...
justified effort possible to assist the customer.
On January 7, 2014 we made a service visit to the residence to clear a main drain. After 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 business. At the time of ServPro’s visit, the customer did not come to the residence to oversee or confirm the clean-up project. Two weeks later, the customer called again to state he was not satisfied with ServPro’s job. We provided the customer the contact information to ServPro. We 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: 8,954YTD Transactions: 156,201Thank you for bringing this to our attention. We apologize for any inconvenience you may have experienced during the process of purchasing and installing your new system. We understand that you have spoken...
directly with our Customer Relations Manager regarding your situation. At this time we have agreed to remove the necessary drywall and repair duct work needed to have your system operate properly. We understand that you have elected to wait until after the holidays to complete this service. We hope that you have a safe and happy holiday season and we look forward to completing your service at your earliest convenience.
On January 5, 2016, the customer proactively called in to receive a quote for a new system citing that his system was a 30+ year old boiler that was barely working. We scheduled an appointment with the customer and provided replacement options with a new, more efficient unit. The customer accepted this work to be done and the install was scheduled for the following day. After receiving the customer's complaints about the system not heating the home properly, we made multiple visits to the home both with technicians and our Technical Manager to review the systems operations. Upon our review, we confirmed the system we installed was working properly. It was, however, determined that the baseboards that give off heat around the home, which were not installed by Horizon, were blocked by the customer's personal belongings and carpeting, not allowing the area to be heated properly. This has been discussed with the customer's wife, to which she agreed with our assessment. The customer who filed the complaint was not home at the time of any of the visits, We have tried to contact the customer multiple times since visiting the home to discuss this further, but he will not return or accept our phone calls.
Summary of Business Activity:MTD Transactions: 7,245YTD Transactions: 36,891Thank you for bringing this to our attention. We understand that you have made this complaint in order to keep a record on file of the situation. To address the primary concern we spoke to the customer in...
details and apologized for their first visit. After speaking with a manager we send out a sr. technician who was able to diagnose and repair the issue at no charge. The last time we spoke to the customer they expressed satisfaction with the resolution.Again, thank you for your understanding. We will be using this as a working example in an upcoming training class for our technicians. We take a personal responsibility for our customer service efforts and take customer satisfaction very seriously.
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: 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.
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.
There is very little truth in anything that Horizon has responded to. Had the technician thoroughly inspected the job originally he would've found be clean out cap knocked out, forgive me if I use the word popped at some time, it does seem to minimize how bad this problem really was. They complained about how long it took me to contact them after the original service, I contacted them within hours of finding out about the problem and they didn't respond back as they said they would. I'm sure it would have been to everyone's benefit had my tenants contacted me earlier, but they didn't. If the Horizon were to contact my tenants as they did the day of the original service when they were supposed to contact me they could verify when the smell started, and if their technicians sent the snake into the house as I claim they did, also to which my employer is witness and I will be more than happy to give Horizon their phone numbers.
By Horizon: 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”.
That statement makes absolutely no sense. Firstly the drained cleanout is not level with the concrete of the surrounding area and for that being a reason for not taking responsibility for it is as good as saying it was because of there were clouds in the sky.
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.
Summary of Business Activity:MTD Transactions: 21,023YTD Transactions: 1,201Thank you for reaching out to us. We understand that you have spoken to our Customer Relations Manager regarding your concern. Our internal team discussed your service call in detail with the responsible...
managers and our company’s owners. As a one-time courtesy we are able to provide you with a partial credit based on those discussions. Thank you again for bringing this to our attention.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and for now I find that this resolution is satisfactory to me. I will inform you if there are any issues with the company following through on their promise once we schedule the appointment.
Regards,
Summary of Business Activity:MTD Transactions: 6,952YTD Transactions: 174,928We understand that you are having an issue with your system that may be stemming from the thermostat. Thank you for taking the time to speak with our Customer Relations Manager. As you know, we will be...
sending a Sr. Technician to your home to diagnose and fix any issues you may have. We appreciate your patience. Rest assured that we will have your system operating properly in no time.
Summary of Business Activity:MTD Transactions: 47,105YTD Transactions: 11,560We apologize for any confusion with the communication during our resolution process. We do not consider a case closed until we are able to fully resolve the concern of the homeowner.With that said, we are sorry again that our representative did not reach out to explain how our owners and Sr. Technical Trainer had gotten involved with your situation. We understand that we had a technician make a service call to your home to perform a system tune-up which was able to resolve the issue.We will be using your specific concern as a module in our next training session to ensure our communication processes are optimized and are used. Please do not hesitate to reach out should you have any additional questions.
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.
Revdex.com:
Horizon has worded their response carefully in that the quoted price is what you can expect to be charged, however most customers have little choice but to accept the service is priced reasonably. There was an effort to encourage me to replace my entire system based on the high priced repair and fear of an "older system having a repeat failure". In short, Horizon asserts that their pricing is up front and that is true, they have said nothing about the reasonableness of their prices. I would recommend their customers seek a second or even third quote for such service.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Summary of Business Activity:
MTD Trasactions: 9,335
YTD Transactions: 44,685
We would like to apologize to the customer for any inconvenience he may have experienced. However, after completing our due diligence regarding this concern we believe we have made every...
justified effort possible to assist the customer.
On January 7, 2014 we made a service visit to the residence to clear a main drain. After 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 business. At the time of ServPro’s visit, the customer did not come to the residence to oversee or confirm the clean-up project. Two weeks later, the customer called again to state he was not satisfied with ServPro’s job. We provided the customer the contact information to ServPro. We 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: 8,954YTD Transactions: 156,201Thank you for bringing this to our attention. We apologize for any inconvenience you may have experienced during the process of purchasing and installing your new system. We understand that you have spoken...
directly with our Customer Relations Manager regarding your situation. At this time we have agreed to remove the necessary drywall and repair duct work needed to have your system operate properly. We understand that you have elected to wait until after the holidays to complete this service. We hope that you have a safe and happy holiday season and we look forward to completing your service at your earliest convenience.
On January 5, 2016, the customer proactively called in to receive a quote for a new system citing that his system was a 30+ year old boiler that was barely working. We scheduled an appointment with the customer and provided replacement options with a new, more efficient unit. The customer accepted this work to be done and the install was scheduled for the following day. After receiving the customer's complaints about the system not heating the home properly, we made multiple visits to the home both with technicians and our Technical Manager to review the systems operations. Upon our review, we confirmed the system we installed was working properly. It was, however, determined that the baseboards that give off heat around the home, which were not installed by Horizon, were blocked by the customer's personal belongings and carpeting, not allowing the area to be heated properly. This has been discussed with the customer's wife, to which she agreed with our assessment. The customer who filed the complaint was not home at the time of any of the visits, We have tried to contact the customer multiple times since visiting the home to discuss this further, but he will not return or accept our phone calls.
Summary of Business Activity:MTD Transactions: 7,245YTD Transactions: 36,891Thank you for bringing this to our attention. We understand that you have made this complaint in order to keep a record on file of the situation. To address the primary concern we spoke to the customer in...
details and apologized for their first visit. After speaking with a manager we send out a sr. technician who was able to diagnose and repair the issue at no charge. The last time we spoke to the customer they expressed satisfaction with the resolution.Again, thank you for your understanding. We will be using this as a working example in an upcoming training class for our technicians. We take a personal responsibility for our customer service efforts and take customer satisfaction very seriously.
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: 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.
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.
There is very little truth in anything that Horizon has responded to. Had the technician thoroughly inspected the job originally he would've found be clean out cap knocked out, forgive me if I use the word popped at some time, it does seem to minimize how bad this problem really was. They complained about how long it took me to contact them after the original service, I contacted them within hours of finding out about the problem and they didn't respond back as they said they would. I'm sure it would have been to everyone's benefit had my tenants contacted me earlier, but they didn't. If the Horizon were to contact my tenants as they did the day of the original service when they were supposed to contact me they could verify when the smell started, and if their technicians sent the snake into the house as I claim they did, also to which my employer is witness and I will be more than happy to give Horizon their phone numbers.
By Horizon: 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”.
That statement makes absolutely no sense. Firstly the drained cleanout is not level with the concrete of the surrounding area and for that being a reason for not taking responsibility for it is as good as saying it was because of there were clouds in the sky.