Horizon Services, Inc.

Technician [redacted] was friendly and professional. He patiently discussed work performed and options for future service/replacement of my boiler.

[redacted] the service technician was very helpful,knowledgeable and listened to my concerns. He recognized our problem and adressed them with professional courtesy and understanding. I would ask for him personally in the future. He also had assistant, J[redacted] that installed a new faucet and sprayer and reviewed and checked the old faucet problems. My hats off to their excellent customer service! Thank You Horizon for hiring responsible, knowledgeable plumbers.

Great friendly service!

Horizon Service personnel are always courteous and professional. My HVAC maintenance technician ([redacted]) was very knowledgeable and honest.

I called Horizon on a Sunday night to make an appointment thinking I would get an answering machine! I was looking for an appointment for sometime the following week or first available appointment. To my surprise I spoke to a friendly service coordinator who told me they had an opening first thing Monday morning or afternoon. HORIZON's friendly Service representive meet my husband right at noon to solve our leaking pipe problem. The gentleman sported his dandy shoe covers and got right to work. Soon the problem was solved the areas were cleaned up and he James P. even borrowed our shop vac we had out to clean up some additional dust.

I am VERY Pleased with our Horizon repair.

HORIZON SERVICE IS EXCELLENT !!!!

I have used Horizon Services for over 10 years. I am extremely pleased with their promptness, courtesy and honesty.

I am a longtime customer of Horizon Services and have consistently been pleased by the services provided. The office personnel are helpful and seem genuinely concerned about providing the best customer service possible. The technicians have all been prompt, professional and willing to explain each step of the process (no matter whether it was for routine service or for a problem). Today's service technician was [redacted]. As with all other technicians, he was prompt and professional. He methodically checked each of the system components to diagnose the problem and ensure that all parts were functional. It was a pleasure dealing with Antonio and Horizon Services.

[redacted] performed the inspection, service and repair to the A/C on my home. This service was to meet the sale agreement of my home and the work was very high quality and extremely well priced. I'm so glad that I've used Horizon Services for all of the needs on this property while I've owned it and for this sale. I regularly recommend Horizon and will continue to do so. Your technicians are the most professional, knowledgable and nice as any in their fields.

Thank you so much for the great service!

[redacted] came to our house to check on our central air that was not working. He diagnosed a failed compressor and since the unit is 24 years old he recommended a replacement. He explained everything in clear detail and was very professional.

The technician was professional and gave complete information that I needed. He was

neat and cleaned up after his work. I would recommend him to anyone.

Came out quickly after I explained the medical need for air conditioning for which I was very, very grateful. Our technician Lee diagnosed the problem quickly and got the system up and running. Thank you to Lee and the sweet scheduler who went to her supervisor in order to get a service person out that day.

[redacted]. was a good technician. Offered me all discounts and performed a good job. I like all technicians I have received from Horizon.

I was at the service call with a friend primarily as a second set of eyes. [redacted] was very professional, clearly knows his stuff and very personable. We asked for the service call as a result of a home inspection report. He explained what he was doing every step of the way. His explanation of the service needs was excellent and very clear. I would recommend [redacted] and Horizon to anyone in need of HVAC services.

I just had a plumbing issue and Horizon sent [redacted] to replace the shut off valve to the water in my condo. He did a great job and had the water back on in an hour. Everything was done well and was handled professionally. This is the 3rd time ive had horizon out to repair things in my unit and they have done an excellent job.

Review: On 8/18/15, a comfort consultant came to my home to give me a quite on replacing my air conditioning system. This was after a tech had been out to check my AC which had not been functioning properly. This technician found several problems, which was expected because my system was almost 20 years old. He recommended that I replace my system because it was so old and even if he repaired it he couldn't guarantee that it would last long. I pretty much knew I would have to replace it, and at that time I expected that I would likely have to pay about $6,000-$7,000 to have the entire system replaced. When the "comfort consultant" came to my home, he opened up a book and did a bunch of calculations and ultimately arrived at a price of $11,000. I almost fell out of my chair, but he assured me that the technicians were highly trained, and stressed the "100 % satisfaction guarantee" as well as their guarantee to do the job right the first time. Both of these guarantees are stated on their website. The ONLY reason I agreed to pay such an exorbitant amount was because he assured me that the job would be done by highly trained technicians and would be done right the first time. He made me feel that I could trust this company and I've never been more wrong!

When the installers came to do the job, they didn't have the required permits that they were supposed to get before starting the job. I live in a condominium complex, and was informed by the property manager that Horizon has been informed on many occasions of the rules of this complex, and consistently chooses to ignore those rules.

I had told them that I had one vent in my bathroom that has never worked, and could they please check on that while they were up there. They informed me that they couldn't figure out why the vent wasn't working, and it still didn't work when they finished the job.

I live in the first floor unit, and unfortunately my air handler is in the attic which is only accessible through the second floor unit, so my upstairs neighbor was unwittingly involved in this whole process as well. After they finished the job, my neighbor informed me that she heard a "ringing noise" coming from her ceiling. I called Horizon back and asked them to please send someone to come check on this. When the technician came out he spent about 5 minutes up in the attic and said he didn't hear anything and couldn't figure out why she was hearing a noise. My neighbor's landlord is very knowledgeable about HVAC issues, and he went up into the attic right after the technician left and said he heard the noise right away and couldn't believe his guy couldn't hear it! The landlord was able to determine that I had an air leak, and was able to locate the disconnected duct to my bathroom in about 10 minutes...something the installers said they couldn't figure out. I called horizon back again and told them that the guy they sent was apparently incompetent because my guy found the air leak and the disconnected duct. They said they'd send someone out to fix it. The next night a different technician came and was able to hook up the disconnected duct, and fix the air leak, but identified the noise that my neighbor was hearing was a defective blower motor! So essentially a defective piece of equipment was installed! The technician told me they needed to order the part and would come back to fix it. The next day I was called to say the part was in and they would send someone that night to fix it. Who do they send? The first guy who missed the problem to begin with! How can they think this is a good idea? Send someone I already don't trust to fix a problem that he couldn't identify the first time?! Thankfully my neighbor's landlord went up there with him or who knows what would've happened. I was told by my guy that the tech wasn't even going to have me turn on my system to ensure it was working properly before he left! I've been in contact with an installation manager and a customer relations manager, who had the audacity to insult me by offering me a $100 visa gift card for my troubles. How can they advertise and stress "100% satisfaction guaranteed" AND JOB DONE RIGHT THE FIRST TIME and then not be willing to give me a significant refund on this? I did not get what I paid for, which was job done right the first time nor did I get highly qualified technicians, as it took 4 tries to get it right! I was also offered to have my service plan extended which I do not want. I really don't want any of their technicians to ever set foot in my home again, because I no longer trust this company, but I'm stuck with them for warranty reasons.Desired Settlement: What I really want is a full refund and never to have to deal with this company again. Give me my money back and end all warranties, service plans, etc. because I no longer have trust in your technicians. You cannot guarantee that a job will be done right the first time and then not be willing to give significant compensation when you can't back that up.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Horizon did not repair my air conditioning unit according to their own contract and guarantee. They refuse to reimburse my $926.00 to me as I have requested of them in multiple phone calls after waiting many weeks. Their technician came to my house 2X in the Spring for assessment and for repairs. When he was done doing his work, the air conditioning unit was still unusable. He insisted that with a hole in the coil, the unit was not reparable. (This was told to me after he worked on the unit upon his second visit) The technician was incompetent and left me with a $926.00 bill which he insisted that I pay and left me with an air conditioning unit that I could not use. The company sent out one of their sales people the next day for me to purchase a new unit from them at nothing less than $15,000.00. We could not afford this and the salesman left. Weeks passed by, and Horizon did not do anything to make things right. I called them again. [redacted], customer service, said that if I would be willing, they would get a new coil from their warehouse. Then, I talked to them again, and they said that they could order me a new coil and have the technician come out and install it when it came in. They said that they would credit my $926.00 toward the additional repairs. I tried to work with them. A few more weeks went by. I called them again. No coil had been ordered. They said that one was ordered, but they sent it back. I called them several times more, but the customer service person, [redacted], refused to talk to me or to call me back. On September 19, I finally talked to the manager who said that he did not think that his company did anything wrong and argued with me. He refused to reimburse my money. He has refused to get back with me, as he promised. Bottom line, I want my $926.00 returned to me. The Horizon technician was incompetent, and the management has behaved unprofessionally toward me as the client. Now they insist on "stealing" my money leaving me with an inoperable unit.Desired Settlement: I wish to have the entire $926.00 returned to me immediately. The contact person for this complaint is [redacted], Customer Service Manager at Horizon HVAC Services.

Business

Response:

Summary of Business Activity:

MTD Transactions: 3,568

YTD Transactions: 121,896

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 arise. We urge the customer to reach out to us if they have any further questions or concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Everything was done in a quick and professional manner. I would highly recommend Horizon Services.

[redacted] was very informative, on time, clean, and explained options .

Frank D was excellent, knowledgable, helpful, and kind. He listened to the issue and our concerns. He worked to explain the best way to solve the problem and made recommendations to continue maintanence of our heater. He helped schedule a follow-up with a sales representative to review our heater needs. He was thorough and well versed. A welcomed service call as there is always the fear that a service call will not have a resolution or a high price tag.

[redacted] was very knowledgeable and friendly