Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Awful appliance repair and HVAC repair company! Stay away, find another provider! These people do NOT care and demonstrate it very well. They operate under 2 different companies too... Find another appliance repair service, air conditioning, contractor, heating contractor or HVAC contractor in ********, ******, ****, *****, *******, ********, ********* and surrounding areas. The appliance repair service this company Horizon offers is incredibly sub par. I would NEVER trust these people for any HVAC repair or HVAC replacement either. I gave the details of our issue, including the error code and manufacturer, model and exactly what was happening to two different company representatives and they scheduled us for four days later -- on the day of the appointment they call me to tell me they don't need to come to the appointment and they want just some simple info as to what's happening so that they can order the appliance repair part(s) meanwhile, four days have gone by and I've already given this information to two of their representatives. I'm upset about this and communicate that to their tech over the phone that we've been out of a dishwasher for five days now and I've already given the information he's asking for the two different people at their company and their response was to cancel the appliance repair service request completely. This is how this appliance repair service company treats their appliance repair and HVAC repair customers... if you're looking for one star level appliance repair or HVAC replacement service in ******** or ****** or anywhere in the ************ area, this is your company!I would not trust these people for refrigerator repair, oven repair, dishwasher repair, stove, repair, washing machine repair, clothes dryer repair or any type of appliance repair in ******** or elsewhere. Same with HVAC repair, HVAC replacement or any type of HVAC maintenance unless you want the same level of treatment.

  Business Response

  Date: 05/31/2025

  Hi ****,
  We appreciate your feedback and are sorry the experience left you dissatisfied.
  To clarify for others reading: ************ call came through American Home Shield (AHS) and was outside of our normal service area. We accepted the request to help as a courtesy and attempted to resolve the issue efficiently.
  Your dishwasher is an Asko unit, which often requires an ART number to accurately identify and order the correct parts, especially in response to specific error codes. Our technician reached out before the appointment to obtain this necessary information so we could avoid further delays.
  Unfortunately, when we attempted to explain this, the conversation escalated and included inappropriate language. As a company, we have a zero-tolerance policy for profanity or abusive behavior directed toward our team. At that point, we informed *** and canceled the job so they could assign another provider.
  We understand this was frustrating, but we handled the situation as professionally as possible under the circumstances. We stand by our commitment to respectful and safe interactions for both our customers and our staff.

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 5 - ************************ Plan for $100. This includes 1 year parts and 3 years service Aug 13 - Paid $1284.84 to replace evaporator coil on refrigerator Mid September the refrigerator was not cooling Sept 14 - Oct 28 Horizon made several visits to diagnose, add refrigerant, attempt to repair.Oct 28 - Horizon said it was unrepairable, and policy was to refund all but 149 diagnostic fee Between 11/6 and 11/26 I made multiple emails, texts and phone calls to follow up on what Horizon claimed should be a 3-5 day refund process. 11/14 Horizon texted "They are having to do the refund on there side you should see it 2-3 business days max they said let me know if you havent gotten it I can Venmo or Zelle it over."11/22 Horizon said he thought there was a refund started for someone, maybe me. He needed to check and cancel if it was for me, then he would send a refund via Venmo.11/26 Horizon said he talked to the 3rd party (Merchant Financing??) and was told the refund was being processed. He said he tried to cancel it, but they stated once the process was started it couldn't be stopped.12/3 No refund has been received, nor is one pending in my bank account

  Customer Answer

  Date: 12/12/2024

  This issue was resolved shortly after I contacted you. Please close the case.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horizon came out to fix my ice maker on 03/04/2023. after inspection they state the control board was bad and they would order a new one and let me know when it had came in. After not hearing from them for 3 months I called them. They then stated the part was on back order and would let me know when it came in. After another 3 months I contacted them again and stated I was going to take action if my ice maker was not repaired immediately as I had contacted the manufacturer and the part was not on back order. After numerous attempts to to contact them both by phone and by email. finally somebody came out in January. The gentleman looked at my unit set the part on top of the refrigerator got mad said he didn't have the correct installation parts and left. again I have tried numerous time to conatct them by phone, email & through their website with no luck. They do not answer their phone, or return emails. It has been a year and I want my ice maker fixed and I am tired of dealing with this mess. The service has been paid for and this is ridiculous. If they aren't going to fix my unit I want a full refund.

  Customer Answer

  Date: 04/05/2024

  Horizon contacted me the next day stating the part was on backorder (their usual excuse).  They said it would be in on the 28th of March.  I figured I would hear from them on the 29th, I did not.  I waited until the end of business on April 1st.  I contacted them via their website.  Four more days have gone by and once again nothing.  I have been dealing with this simple issue for 13 months.  I don't know what I should do next.

• Initial Complaint

  Date:05/24/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My washing machine had an issue during the spin cycle, was making a noise and shaking in an unusual manner. I called Horizon Appliance & HVAC to diagnose the problem and resolve it. A technician arrived on December 22, 2022. He spent about an hour assessing the machine and concluded that the rotor has damaged magnet causing misfire from motor, and to replace rotor assembly. He said he would order the part and that it would arrive at my house. Once the part arrived, I would let them know to schedule another appointment to replace the rotor assembly. After about two weeks with no part, I emailed the company to inquire about delivery. They said they would look into it. I emailed again about a week later for an answer and was told it was back ordered. That was on Jan 13, 2023.In the meantime, I discovered my washing machine to work just fine without the replacement part. Since I never heard back from them nor received the part, I asked for the refund on Feb 4th, 2023. No response. I asked again on Mar 20th, 2023, and they replied saying they would in fact send a refund. I inquired again on Mar 28th, Apr 8th, Apr 11th, Apr 21st, May 13th, and May 22nd. They stated multiple time during those emails that they will send it out. I still have not received the refund.

  Business Response

  Date: 05/25/2023

  We did agree with the customer to give a refund back we put it back onto his card. Our merchant pulled the money out of our account and sent it back. I will reach out and confirm it shows everything was processed correctly. 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20102148
  
  I am rejecting this response because:

  There has been no refund issued yet. I can accept the response once a refund has actually been sent. 

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had Horizon come to our home to assess our Viking range. The owner (******) said we needed a new motor. He asked us to pay for the part up front (invoice and credit card statement attached) which we did for $2,882,91 on 4/15/22. Months went by and he never contacted ** about the part. I began communicating with him and he continued to say it was on back order. A couple months ago I asked if he could get the part from another vendor and he said he could. Weeks went by and I continued asking him about when the part would come in as we have sold our home and it is an inspection item we need to repair. After several promises that he would get the part and resolve, he never did. I then asked for a refund on April 1st (I had requested this before but he never agreed). This time he agreed to the refund and said he has sent it to Square and it would take 5-7 business days. I check everyday, no refund. When I call ****** to ask for an update he always asks for the service address, pulls up the information and assures me he knows he owes ** the money. Yesterday I called him and he said he was not in the office and would call me back by the end of the day to discuss status. He has made these promises many, many times.... He never calls back. I tried to dispute on my Citibank card but I did so too late - ****** learned.

• Initial Complaint

  Date:01/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We originally requested service from Horizon Appliance & HVAC on September 14th. They came to the house to look at the furnace and told us we needed a replacement part. We had to pay for the part up front, so we were charged for both the part and service for an amount of $658.48 on our credit card. We were told for 3 months that the part was on order. When requesting a status, our phone calls were mostly ignored. On the few times we were able to speak to a person we were told different stories, part is on order, part is here, wrong part, part will arrive on a certain date etc. We were given excuses whenever we were able to speak to someone. We had had enough and finally we gave up.We canceled our request for furnace service on December 16th (40 days ago). ****** at Horizon Appliance told me he would refund my credit card at that time. The refund amount due was $573.48 because they did do a service call that their website says is worth $85.00 On December 26th I still had not received a refund and contacted them through their website. No response.I spoke to ****** on December 28th and was told I would be payed through merchant services.I called on January 2nd and left a message. I called on January 3rd and spoke to ****** and was told I would be payed within 5 business days. I waited 5 days, still No refund.I called on Wednesday January 11th, and left a message. No response.I called again on January 13 (12 days ago) and ****** said he was having problems with merchant services and that he would mail me a refund check.I called and left messages on January 23rd, January 24th.Still no refund check as of January 25th, so I emailed their admin userid detailing this history, and requesting a refund again We have been given a run-around, been lied to, been ignored, and have been cheated. This company owes us a refund that they are not paying us. This is one of the worst companies I have ever had to work with.

  Business Response

  Date: 02/20/2023

  We approved refund with customer we are sending refund back to customer. 

  Customer Answer

  Date: 02/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ******* oven door was damaged in February of 2021. ***, an employer of Horizon Appliance, came to fix it on February 19, 2021 and told me he needed to order new hinges. I paid $338.30. Due to Covid, they took a while to come in. Once they arrived in March, *** said they weren't fixing the problem and he needed to order another set of hinges, which I paid $268.86 for. I waited for the new hinges for many months, and left many messages and sent texts to *************************** asking about the hinges. In January 2022 ****** said he would order a completely new oven door since he couldn't get the new hinges. By *****, ****** said he couldn't get the door and would refund my money. In May of 2022 ****** said he would send me a check to refund my money. It never came. I called every week for months for my money and his office person would say she gave him the message but nothing ever happened. Sometimes she would say he was out of town, sometimes she would say he said he would get back to me but nothing.

  Business Response

  Date: 10/14/2022

  Last notes we have on file is we mailed a check on 6-10-22 for ****** we sent it to ******************************************************. I will reach out to my bank to see if its been cashed if it has not we will reissue a check and send it out. 

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/23/2022 I paid Horizon Eighty five *************** call.Was told it would cost 246.73=85.00 dollars to fix drain solenoid on my GE Dishwasher.I later called for repair .****** employee of Horizon came 07/21 2022 with drain drain solenoid part#WD21X10268, that did not fix the problem he stated that another more serious problem with major component that would cost over ****** dallars to fix.He then departed with no other explination.

  Business Response

  Date: 08/07/2022

  This customer has only paid a diagnostic fee and was not charged for any repairs. The unit was not draining we ordered the drain solenoid that did not fix the issue it was having more of an issue with the whole pump assy it was not worth repairing to the customer because he did not want to spend that much. Everything was explained to the customer and no extra charge for us installing a part. 

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17619513
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************;       Before ****** came to fix drain solenoid the dishwasher would wash,rinse and dry now it will not do anything he keep turning timer and there was a electrical smell in my condo when he finished.I should have my money refunded because he did not fix the problem and caused it to not work at all, before it could be drained manully.

  Business Response

  Date: 08/16/2022

  Your unit was broken you only paid for the ***** diagnostic fee you did not want to get the dishwasher repaired he put your old drain component back in when solenoid are bad they will make a smell it melted in the closed position again you were not charged for any repairs just for us to come out and diagnose the unit we did that and gave you a cost on repairs and you decided it was not worth the money to fix the dishwasher 

  Customer Answer

  Date: 08/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***