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:04/09/2023

  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 October 6th I had this company install a new hot water heater failed. I contacted the company and provided what my existing hook-up was (propane) and that my water heater wasn't lighting to heat water. Two techs showed up and replaced the tank. A month later, the hot water heater wouldn't stay lit and i had no hot water. I contacted Horizons Services to send a tech and on November 14th a tech came out and assessed the problem as a draft putting the pilot out and leaves. I continue for the next few days to have problems so I call back on the 17th and get scheduled for someone to come out. On the day the tech was scheduled nobody showed. I called again and was told the tech was stuck on his first job and they would send someone the next day. The next morning a tech shows up and advised me that the tank that was installed was for natural gas not propane and that they wouldn't be able to replace it until the following day. By now I'm on fire because from my perspective the lives of my family has been put in jeopardy. The next day this company sends the same techs who installed the wrong tank the first time and rather than apologize the tech tells me he was going off of what he was told my hook-up was and went further to blame me for telling the office I had natural gas hook-up. Updated 4/6/23 I did end up getting a call after i posted a poor review from someone that I thought was interested in making this right. I was informed that I would be reimbursed a dollar amount because the install was financed and it was the best they could do. I thanked her for calling and was looking forward to at least paying those few hundred dollars toward the bill. In the interim I had to get the unit inspected which ended up failing inspection.An improper unit installed, a promise to reimburse that I never received and a failed inspection is enough to be outraged.

  

  Business Response

  Date: 04/24/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ********************** to discuss this experience. We have addressed internally the issue from the installation completed on 10/6/2022 so this does not happen again and we apologize for the inconvenience this has caused. The water heater was replaced on 11/21/2022 and we agreed to a partial reimbursement from the replacement due to the experience. Due to an error, there was a delay in having the refund processed but we have since confirmed the check was mailed to ********************** on 4/17/2023. On 3/16/2023 we scheduled a plumber to address all outstanding items from the inspection. The reinspection is scheduled for 4/26/2023 and we will follow-up with ********************** to ensure nothing is left outstanding. ********************** is satisfied with our response at this time. 

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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.

  Hello, I had a new system installed on 1/5/2023 for $15,000 since then the heat has gone out twice. The first time was on 1/8/23 and a technician came out after I begged for this to happen so I could make my plans for the evening. They came out and replaced the thermostat saying this was the issue. Today is 1/11/2023 and the same issue. I now have an extremely cold house since I do work and a new heater that is not working. I was given a window of 4-8 pm for someone to come out. I am not confident this will be remedied and I do not feel confident that I can be out for any extended period of time or go away in fear my pipes will freeze. I am not getting the support and just bounced around to the technicians that service everyday clients. I am beyond mad and disappointed. Can someone share where else I can go for assistance? Thank you.

  

  Business Response

  Date: 01/24/2023

  Thank you for the opportunity to reach out and resolve **************************** concerns. Our Service manager ***** spoke with her and scheduled to have a technician out to the property. Upon the technicians assessment they were able to repair the issue with the **** unit and it was operational upon departure. Our Customer Relations manager has attempted to followup with ************************ to ensure the unit has continued to work but have not been able to make contact. We consider this matter resolved and encourage ************************ to call us should there be any other items that need addressed. We want to take the opportunity to thank her for being a customer of ours and her patience in this matter.

• Initial Complaint

  Date:01/03/2023

  Type:Order 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 2022 my wife and I decided to have our heating and air conditioning system replaced as it appeared to be on the verge of failure. I chose to use Horizon Services as their business had been serving our area for a long time and I knew they used quality parts and products. I also knew that because of these factors and the warranties they provide for their work that there would be a premium to pay for the project. The peace of mind seemed worth the additional cost. We set up an appointment and had a salesperson come out to our home to take measurements and go over our options. During this consultation we agreed to they type of system that would be installed. We agreed upon a price and agreed to financing terms that the sales person went over with us. A couple weeks later a crew came out to complete the work. Upon receipt of my first bill I found the monthly payment and interest rate were not the same as was discussed in my home with the salesperson. I called Horizon to speak to a sales manager and I was put in contact with a ***************************. I expressed my displeasure and concern that I was presented with false financing terms and felt I had been a victim of a bait and switch sales tactic. He promised to find a resolution that would be mutually beneficial and after about a day or two it seemed he had. He stated that PSE&G offered a 10 year 0% financing for HE systems that qualified and he would get our financing switched to that program. I agreed that this was a satisfactory resolution. He advised to qualify one component of my system would have to be changed. A crew was sent and the work was completed satisfactorily. Since that time there has been no progress on my account despite several contacts with **************** where he has assured me that Horizon, Horizon's third party finance company, and PSE&G were taking the necessary measures to complete the process. After 6 months I am still paying for financing terms that were never discussed or agreed upon.

  

  Business Response

  Date: 01/13/2023

  We have received Mr. and ******************* complaint and have been working internally to identify the issues with regards to the financing. We need to furthur discuss with Mr. and *************** to provide further information and make a determination on the amount paid vs. quoted, but haven't been able to make contact with them via phone and we are unable to leave a voicemail as there is not one set up on their phone. We ask they reach out at their earliest convenience to discuss.

• Initial Complaint

  Date:12/30/2022

  Type:Sales and Advertising 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 called Horizon Heating and Air on 12/23/22 regarding my heat not working. The individual came out and told me my Air conditioner had leaked into my furnace corroding the bottom of my furnace. He stated that both needed to be replaced and my units were being condemned. He warned me that if I continued to use my heating system I risked my home having carbon monoxide leak into my home as the corrosion led to the blocking of the exhaust pipe from the home. He schedules a salesperson to give me a quote. After being quoted about 20k for a replacement. I got scared and started talking to other people. ON 12/25/22 I canceled the installation. I had PSEG and 2 other companies come and inspect my units. PSEG cleaned my sensor and thus fixed my system. I obtained inspections/quotes from the other 2 companies that all confirmed what PSEG stated. That my system was fine, needed a sensor cleaning, and had no need to be replaced at that time. They all showed me there was no corrosion, water leaking, or blockage to any pipes. I was charged nearly ****** for this service call in which the 'technician' blatantly lied to me in order to get me to purchase a 20k replacement I did not need.

  Customer Answer

  Date: 01/06/2023

  [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.

  From: ********************************* <*********************>
  Sent: Friday, January 6, 2023 8:33 AM
  To: **************************************************
  Subject: complaint 18663331

   

  hi they have issued my refund. I'm not sure if there is a way to note that online. I can't see it anywhere on the link. 

   

  *********************

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

• Initial Complaint

  Date:08/14/2022

  Type:Billing 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.

  The amount charged is inaccurate.

  

  Business Response

  Date: 08/31/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ******************** to discuss her concerns about the price of recent installation at her home. She advised, she felt the price was too high and should be decreased. ******************** agreed to the equipment and price and signed a contract with us on 7/24/2022 for a gas furnace and AC installation. We completed the installation on 7/26/2022 per this contract. We have made attempts to follow-up with ******************** but were unable to reach her to discuss this experience with us further. We encourage ******************** to reach out to us about this matter and we would appreciate the opportunity to discuss and resolve his concern.