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Average of 54 Customer Reviews
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Review fromIkram M
Date: 10/22/2024
1 starIkram M
Date: 10/22/2024
I am a customer of Horizons for years, and it is always, always such a pain to schedule anything with them. One has to call a full year in advance for what seems a maintenance yearly tune -up of the heating or cooling system. You call and kindly ask for an appointment for winter tune up they schedule you for end of the season. However if your system breaks down and you call they rush to your house and come convince you of the necessity of buying a unit that costs thousands and thousands of $. I am overwhelmed with frustration with this company yet I am loyal and don't find any rewards in my loyalty. Just wanted to share this today. One day I have to prepare leaving them.
Horizon Services
Date: 10/23/2024
Thank you for your feedback and for being a loyal customer over the years. We're truly sorry to hear about the frustrations you’ve experienced with scheduling and our service. Your concerns are valid, and we want to address them. A manager will be reaching out to you shortly to discuss your experience and explore how we can improve your service moving forward. We appreciate your patience and hope to regain your trust.Review fromTarek S
Date: 10/22/2024
1 starTarek S
Date: 10/22/2024
I have an AC/Heating unit maintenance contract with Horizon Services for two visits in 2024. Instead of showing up, they cancelled my AC maintenance appointment three times specifically on 6/28/24, 7/11/24, and 7/23/24. They also did it again for the fourth time on 10/22/24 when it was time to service the heating unit. Each time they cancelled, they called a few minutes before the scheduled appointment and gave no reason for cancellation. Whenever I called them back to complain, they refused to route my call to a supervisor. Instead, they said someone would contact me in 24 hours which did not happen and I had to call them four times in four days and asked for a supervisor. They have no regards for the customers’ time and the inconvenience of having to wait for them at home. They are unreliable, uncommitted, and unprofessional. They also refused to refund me the money I paid for the contract so I could hire another company that is more reliable to service my AC and heating unit. It has been a very frustrating experience dealing with their nonsense. I resorted to writing their CEO/Founder a complaint today. Maybe a lawsuit for the damages they cause to their customers (customers have to stay home and not go to work for example) would wake them up. They did not show up today and instead of waiting for them, I could have taken my weak, ill and aging mother to the doctor. I am disgusted by their repeated cancellation of contracted service.Horizon Services
Date: 10/23/2024
Thank you for taking the time to share your experience. We sincerely apologize for the cancellations and the frustration this has caused you. Your time is valuable, and it’s clear we have not met your expectations. A manager will be reaching out to you shortly to address your concerns and discuss how we can resolve this matter. We appreciate your feedback, and we are committed to making things right.
Thank you for your patience.Review fromJean J
Date: 10/09/2024
1 starJean J
Date: 10/09/2024
For years e have been Horizon customers. Spent lots of money on big and small projects. Last few years we noticed Horizon does not honor maintenance appointments. They don’t cancel until day of and sometimes hour of appointment. Have often had to call them to be told the appointment had been cancelled because the had lots of emergencies. This has happened to us three times in two years. Seems Horizon no longer value their long standing customers that maintain their equipment. Horizon don’t care that most of us have rearranged our schedules for these appointments. Our time does not seem to matter to Horizon. Don’t feel Horizon is now reliable. We have called during a water heater emergency and Horizon has said they were very busy and we would be scheduled for weeks out. Therefore I’m confused why some emergencies get attention and some don’t. They’ve always been paid promptly and technicians treated with respect so don’t know what is now wrong with a company once trusted. I am so disappointed.Horizon Services
Date: 10/10/2024
Thank you for your feedback, and we're truly sorry for the recent experience. We value our long-standing customers and understand how frustrating it is when appointments are canceled last minute. This isn’t the service we aim to provide, and we’re reviewing our scheduling and communication processes to ensure this doesn’t happen again. A manager will be reaching out to you directly to address your concerns and find a resolution. We’d love the opportunity to make things right and restore your trust in our services. Thank you for your continued support, and we hope to serve you better moving forward.Review fromCharlene M
Date: 09/19/2024
5 starsCharlene M
Date: 09/19/2024
Service tech was thorough, friendly, informative, and prompt. He examined all parts of the heater for servicing. Good to see and know that’s done.Horizon Services
Date: 09/20/2024
Thank you so much for your positive feedback! We’re thrilled to hear that our service tech provided thorough and friendly assistance. It’s great to know you felt informed throughout the process.Review fromMichael S
Date: 09/13/2024
2 starsMichael S
Date: 09/13/2024
I had Horizon install a Lenox heat pump at my home in June. The sales rep did the usual drill starting with the list price subtracting all the discounts and rebates to get to a bottom line price and offered no money down and no interest for 90 days. However, Horizon advertizes on their website and on mailers no money down and no interest for a year. I asked the rep about that and he said I did not qualify for that offer and of course I needed to make a decision that day or else I would lose some of the discounts. So I agreed and had the unit installed. In the weeks and months after the unit was installed, I followed up with Horizon many many times asking about the better offer and every time I was told that someone would call me within 24 hours to explain why we did not qualify. I never received a return call. I am happy with the new unit but Horizon falsly advertizes and doesn't have the nerve to follow up with customers after the work is complete.
The offer is a scam!Horizon Services
Date: 09/19/2024
Thank you for your feedback. We’re glad you’re happy with your new Lennox heat pump, but we’re sorry to hear about your experience with our financing offers and follow-up. Your concerns are important to us, and a manager will reach out to you shortly to address this directly. Thank you for bringing this to our attention.Review fromGerald M
Date: 09/03/2024
1 starGerald M
Date: 09/03/2024
Horizon Services came out to check for gas leak on a Saturday at our rental property. Our regular plumber was not available. Due to it being an emergency situation we called Horizon Services since they could come the same day. The technician gave us an estimate for $15,000.00 to make repairs he said was needed. Shocked at the cost we called our local plumber for a second opinion to found out there was never a gas leak. The technician from the gas company miss read the meter opening the door for Horizon to come in and exploit the situation.
DO NOT TRUST THIS COMPANY TO HELP YOU IN AN EMERGENC!!!!Horizon Services
Date: 09/04/2024
We appreciate this feedback. Our goal is to achieve 100% customer satisfaction. We are sorry about any inconvenience this may have caused and to ensure satisfaction, a manager will contact you to further discuss.Review fromSteven C
Date: 08/26/2024
1 starSteven C
Date: 08/26/2024
Horizon Services came to my house to investigate a water leak above my kitchen ceiling.
The plumber, without any investigation, decided it was a leaking toilet and charged us $575 to repair it.
This was NOT the source of the leak. We called back and had to wait all day on Saturday for another plumber to arrive and he cut a large hole in my kitchen ceiling.
He decided it was a leaking faucet from upstairs and it was a leaking faucet.
If the first plumber had bothered to look around the leak would have been discovered before I paid $575 for an unnecessary repair and have a hole in my ceiling.
We have tried several times to contact a manager with success to get the $575 back that we were SCAMMED out of for the first repair.
Do not use this companyHorizon Services
Date: 08/28/2024
We apologize for your experience, and we genuinely want to resolve this matter. We take customer satisfaction seriously and we are sorry that we did not meet your expectations. One of our managers will be contacting you to work towards a resolution.Review fromLydia S
Date: 08/17/2024
1 starLydia S
Date: 08/17/2024
This company charged me $1,149.65 to put in a on/off switch box for my air conditioner. There was nothing wrong with the air conditioner. The reset switch had to be replaced. I was also charged $118.00 for next years service for my air conditioner and furnace. I did not request this. The tech told me it was free. This is an outrageous fee for one hours work. I want money refunded for this overcharge.
Lydia S.Horizon Services
Date: 08/19/2024
We apologize for any confusion or dissatisfaction regarding the cost of your repair. We strive to provide quality service and fair pricing to all our customers. One of our managers will be contacting you to work towards a resolution.Review fromGreg R
Date: 08/16/2024
1 starGreg R
Date: 08/16/2024
If you want the most basic level of customer care and absolute horrible customer service then this is the perfect company for you. It takes weeks to get a call back with actual answers from someone on the customer relations team. They will make you feel like you are the problem all while reminding you of the bill you owe them. Professional gaslighters, incomplete jobs, sloppy and disrespectful techs, damages to home property, shady shady sales reps. We have had over 50k of work done to our house which resulted in over 10k in damages by the techs. Horizon is not responsible for the damages their techs cause. Be careful using them and make sure to have a camera set up in the home or you won't be able to prove it. They will say the damages were there when they started so they aren't responsible.
Make sure you triple check your invoices. We consistently found differences between what we were quoted, what our invoices say, and what the total of amount financed was.
Double check your terms and conditions. They do not follow through with these. If you have any issues with your system they will go back on what they said during the sales consultation and instead blame your home for their system not working. Even though during the sales call they assure you this is the system for your home.
If I could give zero stars I would. Judging by all the horrible reviews online I made a mistake allowing them back into my home. I am now out another 23k with AC that does not work. The sales rep sat at my kitchen table assuring me this would not happen. Yolanda from the customer relations team assured me this doesn't happen with customers often and that it would never happen again. Here we are 2 months later back to square 1 with the pain points of Horizon.
I wonder if leadership or stakeholders in the company have any idea how bad their team is making them look.Horizon Services
Date: 08/19/2024
We apologize for any inconvenience this may have caused. We appreciate the chance to address your concerns and work towards your satisfaction. Please know that we’re always here to assist you.Review fromJeanette B
Date: 08/15/2024
5 starsJeanette B
Date: 08/15/2024
We received great service from Lucas Ramos who works for Horizon Services. He did our annual AC tune-up and was very polite, pleasant and helpful. Gave us tips on how to save money or repairs with things we could do ourselves. He showed photos of our equipment & explained what was going on and how to spot problems. He did a fantastic job! I hope we get him again on our next appointmentHorizon Services
Date: 08/16/2024
Thank you for the fantastic review! We’re delighted to hear that Lucas provided such helpful and thorough service. We’ll be sure to pass along your kind words to him. We look forward to having him assist you again at your next appointment!
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