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:04/10/2025

  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.

  On April 9, 2024 I paid $230.31 for a one year service contract that included annual service for both heating and cooling. ********** was scheduled for August of 2024 but Horizon canceled due to being too busy. ************** was scheduled for April 9, 2025. Horizon called early on the day service was scheduled to cancel due to being too busy. Location of service is not our primary residence. It is very difficult to schedule service and is always done well in advance. I was told yesterday that I would get a call from a manager but still have not. I would like my $230.31 refunded.

  

  Business Response

  Date: 04/14/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager personally followed up with Mr. ***** to address his concerns regarding the recent scheduled maintenance appointment. We sincerely apologized for the inconvenience caused by the multiple rescheduling issues and, as a gesture of goodwill, offered a full reimbursement for the cost of the maintenance plan. We also assured Mr. ***** that, should he choose to give us another opportunity, we would perform the maintenance service at no additional cost. Mr. ***** expressed appreciation for the outreach and agreed that a satisfactory resolution had been reached. We appreciate the opportunity to address his concerns and look forward to the potential of serving Mr. ***** again in the future.

• Initial Complaint

  Date:12/24/2024

  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.

  In June of 2024, Horizon Services installed a high efficiency HVAC unit in my home. Im now in 6 months of having unit and it has shut down twice. With the record low temperatures, not having heat is a disaster and Horizon Services advertising 24 hour emergency services is a complete lie. I have been without heat for over 24 hours with a sick 6 year old child. Horizon scheduled 2 appointments and cancelled them both stating that they were all booked. They sold me an incompetent unit for over ****** dollars and now my pipes are in danger of freezing.

  

  Business Response

  Date: 01/02/2025

  Thank you for the opportunity to address this concern. Our Customer Relations Manager proactively reached out to Mrs. ******* to discuss her concerns regarding the gas furnace and AC system installed on June 22, 2024. To resolve the matter, we offered a complimentary three-year maintenance membership and arranged for a technician to inspect her equipment. Mrs. ******* accepted this resolution. On January 2, 2025, Horizon conducted a thorough inspection of the system and found no issues. Following the appointment, our Customer Relations Manager attempted to follow up with Mrs. ******* via voicemail but was unable to connect with her. We remain committed to ensuring her satisfaction and will continue our efforts to reach Mrs. ******* to confirm that her concerns have been fully addressed.
  

• Initial Complaint

  Date:12/22/2024

  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.

  I bought this heater and ** UNIT from a deferent vendor who then sold to Horizon!Horizon is supposed to come out and service my ** AND HEATER once a year!!! Last time they serviced the ** it cost me $2,500???Then the heater!The technician destroyed my heater circuit board and my thermostat!(Fried it)!!!!That was repaired by another technician that did a decent job I guess (while he complained about the one who destroyed it), only for the heater to shut down after two days!Now they tell me $3,500 to repair a crack in the heater and red flagged my heater on the coldest day!Luckily I have electric heaters which I dont like running all day so we freeze!Im handicapped, my Stepson has a brain injury, and now my wife has medical problems!There was nothing wrong with the heater before the one technician blew it up?????Now I have to pay $3,500 to fix it???Something is wrong here!!!!!

  

  Business Response

  Date: 01/02/2025

  Thank you for the opportunity to address this matter. Our Customer Relations Manager reviewed Mr. ******* complaint and clarified that our initial representative should have informed him about the crack in the heat exchanger. While we assured him that we did not cause the damage and communicated the issue as soon as it was identified, we understand his concerns.
  Mr. ****** expressed that, due to the lack of information during the first visit, he felt the ** repair completed in July 2024 may not have been necessary. As a gesture of goodwill and to resolve the matter amicably, we offered a discount on the previous repair. Mr. ****** accepted this resolution, and we are pleased to confirm that the issue has been resolved to his satisfaction.

• Initial Complaint

  Date:08/11/2024

  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.

  I've scheduled the tune up for the **** system that I paid $ 24K back in 2020, and they have already cancelled THREE times. The free tune *** were offered to us along with the warranty for the system. However, just because it is free and they are not making money, it doesn't mean it is ok to keep cancelling. And this is how they are treating us. I took a day off without pay back in June to wait for the technician, but they called a couple hours before the scheduled time to cancel. Then, I was able to schedule for August 10; same thing: they cancelled a couple of hours before. It got rescheduled for August 11; they just called me to cancel and said that there's nothing they can do, as there are emergencies that take priority and technicians that called out today.I asked to speak to a supervisor, they dropped my call. They need to make it up for this inconvenience. I free up my schedule to be home, just so they can cancel. I didn't get paid for the day that I took off, and they cancelled.

  

  Business Response

  Date: 08/21/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has made several attempts to contact ***************** regarding her annual maintenance. We apologize for any inconvenience caused by the rescheduling or appointment issues. We encourage ***************** to respond to our outreach, as we are eager to discuss this matter with her directly and work towards a satisfactory resolution.

  Customer Answer

  Date: 08/22/2024

  
  Complaint: 22125392
  
  I am rejecting this response because:

   

  this is a lie. They have not attempted to contact me. They cancelled the appointments that I had called to schedule. 
  My number is ************ 

   

  Id like a manager to contact me; not this person who is lying. 
  

  Ill be sure to leave a review for everyone to know who they are dealing with. 
  
  
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 08/29/2024

  Our Customer Relations Manager spoke with ***************** on August 26, 2024, and she indicated her interest in acquiring a new thermostat. Subsequently, our Service Manager contacted her on August 27, 2024, to inform her that we would upgrade the thermostat, which she accepted with satisfaction. We have scheduled a technician visit for September 7, 2024, to perform maintenance and replace the thermostat. We will continue to follow up with ***************** to ensure the issue is fully resolved.

  Customer Answer

  Date: 09/03/2024

  
  Complaint: 22125392
  
  I am rejecting this response because:

   

  the issue is not resolved yet, and they still need to address the disappearance of my water hose. 
  
  
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 09/12/2024

  We have scheduled a follow-up visit for September 21, 2024, to conduct a comprehensive maintenance service and install a new thermostat. We remain committed to addressing any outstanding issues **************** may have from previous visits. Our team will persist in following up with **************** to ensure complete resolution.

  Customer Answer

  Date: 09/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  

  i have tried to reach out to ***** twice, but no success. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/13/2024

  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.

  I own a fully-electric packaged AC unit, and in mid-June 2024, I noticed the airflow wasn't that strong and the unit wasn't blowing cold air. I contacted Horizon Services. We have had to call them FIVE TIMES! The first & second time (6/18/24 & 6/20/24, installation), the tech stated that we needed a new **************** pipe and he installed them. After paying $1473.56, there wasn't a difference. I had to call Horizon back, and made an appointment for 6/24/2024. Unfortunately, when the technician was about to arrive, our power went out. When the power came back on, I made an appointment for later that SAME DAY. Around 2:30 PM dispatch called and told me my appointment has been CANCELLED and I was scheduled for June 25, between 8-12. On 6/25/24, the technician told us we were low on Freon and there was a leak somewhere. He put in "just enough to get us cooling again" Not even 2 weeks later, our house was a sauna again, so I had to call Horizon AGAIN! They came out Monday, 7/8/2024 and the technician put the same amount of Freon as the last tech, free of charge. He told us we should look into a new unit.If we needed a new unit, that's fine, but we put out over $1700 into a lost cause when we could have used it to put towards a new unit that works! There are pets and there's an infant in the ********** house got as high as 94 degrees! I had to send my son to his father's house because I did not want him in that unsafe, inhumane environment. People shouldn't be FORCED to leave their own homes because of the temperatures. My mother and I live in a modular and are not made of money. If we put that much money out, we expect our problem to fixed THE FIRST TIME, not call multiple times. I am never using this service again.

  

  Business Response

  Date: 07/24/2024

  Thank you for allowing us the opportunity to address this matter. Our Customer Relations Manager contacted ************* regarding the repairs conducted by Horizon Services on June 22, 2024, and the subsequent visit on June 25, 2024. We expressed our apologies for any inconvenience caused. Following a thorough investigation and as a gesture of goodwill, we have agreed to reimburse ************* for the expenses she incurred, as the repairs did not resolve the issues with her system. ************* has confirmed her satisfaction with this resolution.

  Customer Answer

  Date: 07/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/16/2024

  Type:Order 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.

  I was told the interest rate was 9.9 percent.I finished paying for the Air Conditioner and find my interest rate was actually ***** percent.I financed 5,000.00$ and feel I have been overpaying.Please help.

  

  Business Response

  Date: 02/29/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** about this matter. We confirmed with him the plan submitted to Synchrony at the time of his purchase of the **** equipment was 9.99% APR and fixed monthly payments equal to 1.25% of total financed until Paid in Full. We recommended him contacting ************** directly if there was any disparity. We followed up with him and he confirmed he had spoken with Synchrony and they resolved this matter for him and he is satisfied at this time.  

  Customer Answer

  Date: 03/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  From: ********************* <*****************>
  Sent: Thursday, March 14, 2024 7:31 PM
  To: Better Business Bureau <**************************************************>
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  I contacted ************** and received a refund.Thanks for your help.

  Sent from my iPhone

  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/21/2023

  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.

  On 11/19/23 I awoke and the house was 60 degrees and the heater wasn't blowing. I contacted Horizon Services and a technician came and "assessed" the heater. The tech said that the blower motor and inducer motor were both failing and that it was in the thousands of dollars to fix. an appointment was made for the evening for a quote. I was told a new heater was the way to go and worst case scenario, it would cost $14000 and the $160 assessment fee would be waived if a contract was signed that night. I called another HVAC technician that said he cleaned a sensor, the heater looked good and the blower and the inducer motor were functioning well and he charged me $130. The heater is working without issues. I would never recommend Horizon to anyone. They're trying to fleece people. I'm very disappointed.

  

  Business Response

  Date: 12/04/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** to discuss her experience with us. She advised she had a second opinion from another company who also determined the inducer motor for her heater needed to be replaced. The other company offered this repair service at a low cost than what we quoted to *************** We apologize for any dissatisfaction regarding the cost of the repair. Horizon Services charges by the job, so this price is all inclusive of the parts, labor, warranty and value of our services in this cost. We strive to provide quality service and upfront fair pricing to all our customers. As a courtesy we agreed to refund the $157.81 diagnostic fee and maintenance contract ************** purchased during her service visit on 11/19/2023. She is satisfied with this resolution. 

• Initial Complaint

  Date:09/13/2023

  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 09/11/23 scheduled an appointment online to look at out home AC unit that was not working.On 09/12/23 a gentleman showed up to look at the unit with my wife home. He found a leak in the system. Told my wife could fill it with freon and it will last rest of this year and possibly next year. Over $500.00. Fix or replace the unit. My wife called me. I told her to have it filled for now until we make a ************* year (spring). He filled it and charged us. Said he would email us pictures and the bill. Freon lasted 2 hours. 82 degrees last night. I called twice. Both times they hung up on me trying to transfer me. As of 09/13 never received the email of the photos and the bill. I called a new ac technician the next day. He was able to temporarily fix it until we get it replaced. Said we should have NEVER been told this would last rest of this year and next year.

  

  Business Response

  Date: 09/24/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** to discuss this matter. On the service visit for his home on 9/12/23 ************** performed an electronic leak search and found a leak at the indoor evaporator coil. He discussed options for a new evaporator coil, refrigerant recharge, or to set a consultation for a quote on a replacement system. We added refrigerant to the system at the customer's request. We apologize for any miscommunication that *** have occurred, as we cannot determine how long the refrigerant will last with an active leak present. Due to ******************** concerns we agreed to refund the cost for the refrigerant to resolve this matter. He is completely satisfied with our response at this time. 

  Customer Answer

  Date: 09/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/13/2023

  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.

  On 9/12/23 I had Horizon come out to look at 2 split a/c units. One in my bedroom was cooling on and off and the one in my kitchen was leaking water. Technician showed up and started his assessment, which just involved looking at them and taking temp readings. Told me my units were dirty but in order to clean them it would be a lot of work of taking the units apart and didnt feel like it was worth it. Thats kind of the reason I called him out. Then had no real answer as to why the one in the kitchen was leaking water. Kept saying its probably just freezing but no further work as to why its freezing. The one in bedroom was cooling while he was here so he didnt look any further into it. The problem is though he broke the one in my living room which isnt even one I called him to look at. He ripped it off the wall. Its now barely hanging on the wall and rattling. He was going to leave without even addressing it. When I pointed it out to him his response was oh yeah I dont know, I must have pulled too hard, I doubt it but you can blame it on me if you want. Yeah well it wasnt like that before you got here.I paid $140 for the 2 problems I needed fixed to not even be touched and have a new problem created. Unit in kitchen is still leaking a waterfall and once again the one in my bedroom isnt blowing cool air. So all I did was pay money for a bigger problem then I started with.

  

  Business Response

  Date: 09/24/2023

  Our Customer Relations Manager reached out to ****************** to discuss this matter. Due to the concerns with the service we offered to send a senior technician to evaluate the issue with the mini splits and address any concerns from the service call with our initial technician. ****************** declined to have a senior technician out to the home. We agreed to refund the charges from the service call on 9/12/23 as a courtesy to resolve this matter. ****************** accepted and is satisfied with our response at this time. 

• Initial Complaint

  Date:08/21/2023

  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.

  Day 1 I had called Horizon thinking a noise was coming from the water heater Aug 13. ******* said it was not the water heater but the fill valve in the toilet tank.Day 2 Plumber came to the house to replace a toilet tank flapper which should have been the day before when he replaced the fill valve in the same toilet( August 13). Date August 14 the flapper in the original toilet was replaced.The second bathroom toilet tank was leaking form a retaining s**** I asked the plumber to check the leak. He said to do so would require the removal of the toilet tank. I agreed to pay for that. He did not do that. When I asked what he had done he said he replace the bolt and washer. I HAD TO SIGN FOR THE WORK BEFORE ANYTHING WAS DONE.A few hours later the leak was still leaking and when I looked in the tank the same bolt and washer were still there nothing new. Leak still there. I was billed $****** for a faucet adjustment. He did NOT touch a faucet in my house. Is tightening a bolt a ****** job when told it would be fore the removal of the tank and checking to see if it was cracked which was NOT done.I contacted Horizon 4 times once in writing an 3 times with a customer rep who said they would email a customer service specialist who would contact me. That was one week ago and no one has contacted me about this problem.

  

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has made attempts to contact **************** but we have been unable to make contact with him to discuss this matter further. After review of the plumbing invoice on 8/14/2023, we do believe the $236.00 was charged in error. We pride ourselves on providing the cost for the job upfront, so our customer's can make a decision about moving forward with the work and agreeing to any applicable charges. We have addressed this matter internally and have refunded $236.00 to the credit card used at the time of the service. We encourage **************** to reach out to us with any further question or concerns. 

  Customer Answer

  Date: 09/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************