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:05/05/2025

  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.

  Had a unit installed by Horizon 8 years ago. Have had nothing but trouble with the unit since. Had several service calls throughout the winter due to No heat. had over 4 tech's out all said the issue was something different. One technician advised he could not go into our attic due to "a bad leg" and that is where our heat pump is located. Other tech said a squirrel chewed through a wire- the next tech said screws were loose. Still had not resolved the issue. Had to put our heat into emergency back up heat which caused our electric bill to sky rocket. Asked for a service manager to call me back to discuss. He came out and said "nothing wrong with unit" and never called me back. I'm presuming because I'm a woman and he said "I spoke with your husband" thats rude and unprofessional since I am the one that requested to speak. Now, over the weekend- our unit started leaking water severely, down our walls ruining our paint- across our hardwood floors causing them to bubble. I contacted horizon immediately and was told this is not an emergency. Called back to get a sooner appointment since we were promised "priority service" which means absolutely nothing. Still no appointment could be accommodated so I called the service manager and was told "i barely have enough techs working this weekend" again not sure how that is our problem. I contacted horizon three times today to speak with a complaints manager and for over 45 minutes and three separate calls- never got to speak to anyone and got absolutely nowhere. My husband is one week post back surgery and HE had to climb into the attic to determine the problem. The customer service has always been horrible- they promise everything under the sun and follow through on NONE of it. Our newly renovated walls are ruined due to the water damage- which no one at horizon found to be an emergency. It was 75 degrees over the weekend so it is my understanding a leaking unit THEY installed would take priority over a no ac call.

  

  Business Response

  Date: 05/23/2025

  Thank you for allowing us the opportunity to respond to this complaint. We sincerely regret the ongoing issues *** and Mrs. ***** have experienced following the installation of their heat pump installed by Horizon on June 2, 2016. Our Customer Relations Manager is currently working directly with Mrs. ***** to address these concerns and ensure the matter is handled appropriately. As part of our commitment to resolving this issue, we processed a refund on May 12, 2025, to cover the increased electric bills incurred due to the use of emergency heat. At this time, we are actively awaiting estimates for the necessary repairs related to the recent water damage. Once we receive those, we will be able to move forward with the next steps and work toward a fair and timely resolution. We appreciate the ******' continued patience and understanding as we work to make this right.

  Customer Answer

  Date: 05/27/2025

  [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:04/18/2025

  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.

  Horizon Services installed our new Heating and ************************ around ********* and we are still in warrantly. They require us to use them for our annual heating & a/c tune *** each season to keep the warrantly active. We are on their program for tune-***. The following has repeatedly happened to me and has happened again today. Please Note : They are still advertising on TV for people to get their A/c tune-*** plus I got a reminder text to schedule my a/c tune up. I called and made an A/C tune up appt for June 5. Today they called and said they had a "glitch" and have to cancel my June appt and reschedule to NOVEMBER. They said they were told to leave slots open for repairs only instead of tune ***. I suspect that they just want to recruit new customers instead of servicing their existing ones. As I said they are still advertising on TV for A/c tune ***. False and misleading. November is not acceptable after the season is over. This happened the same way for my heater tune up last year and when I pointed out they were false advertising on TV to schedule our heater tune up they said that was their marketing department. Every dealing with this company has been difficult. I need an acceptable dated appointment for my a/c tune up without having to argue with them and ask for managers who never call me back.

  

  Business Response

  Date: 04/25/2025

  Our Customer Relations Manager spoke with Mrs. ******* on April 24, 2025, to discuss her concerns regarding the rescheduling of her appointment. We extended our sincere apologies for the inconvenience and confirmed that her original appointment for June 5, 2025, would remain in place. Additionally, as a gesture of goodwill, we offered a $100.00 gift card, which Mrs. ******* accepted. During the conversation, Mrs. ******* expressed some hesitation and sought reassurance that her appointment would be honored. We assured her of our full commitment to upholding the scheduled date and encouraged her to reach out with any future concerns. Mrs. ******* appeared satisfied with both the resolution and the level of care provided during the discussion.
  
   

• Initial Complaint

  Date:02/20/2025

  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.

  I am a Horizon Services customer with a yearly maintenance contract. I am required to have a service contract with Horizon Services, who installed my HVAC system 02/2016, to maintain the 12-year warranty on my system. I am also required to have regular maintenance.I went online today to schedule a Spring tune up after receiving an advertising email yesterday reminding me to do so. The first available appointment I offered was in August. I called and spoke with customer service and was again told the first available was August. I complained that a six months wait was absurd, and was not allowed to speak with a supervisor. I was told my complaint would be forwarded to a supervisor. Scheduling at the end of Summer does not provide a spring tune-up. I was prepared for a 3-4 month wait to schedule, as this process of a long wait to schedule a tune-up appointment has been going on at least since 2019. On 10/2019 I called to make a Fall appointment and was told 02/2020 was the first available. Scheduling has now reached the 6 month mark.Although I was told that there would be a Spring and Fall tune-up included in the service contract when I purchased the system, I am now struggling to schedule one appointment a year. This has to be addressed. I pay $139/year for the service contract.Incidentally, I also received an advertising email today from Horizon Services telling me I could schedule a same day appointment. They have absolutely no shame. New customers need to be aware of their deception and they need to honor their service contracts.

  

  Business Response

  Date: 02/25/2025

  Thank you for allowing us the opportunity to address this complaint. We reached out to the customer directly to discuss their scheduling concerns and worked with them to find a resolution. Additionally, we have provided our contact information to our Customer Relations Manager to ensure any future concerns can be promptly addressed. The customer is satisfied with the outcome.

  Customer Answer

  Date: 03/08/2025

  I did speak with the representative from Horizon Services.  She confirmed that I was able to make an appointment in April.  I was given contact information to reach a **************** representative to schedule future appointments.  I told the representative that I appreciated the appointment but could not say if I was satisfied with the outcome, as this is only one appointment.  This problem has been going on for several years and only time will tell if future appointment scheduling will be any better.  Additionally, all my previous experience with Horizon  has been that it has been nearly impossible to reach the appropriate person when returning calls to ****************.

• Initial Complaint

  Date:12/05/2024

  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.

  Oct 4 2024 booked an appt for seasonal check up. Only avaliable appt was Dec 4, 2024. Tech never showed up. Appt rescheduled for Dec 5, 2024. Confirmed with dispatch tech appt 12-4. Dispatch called at 2:30 saying tech was on his way from ******* (next town over,). Again tech never showed up, no one called to explain. Nothing!!!!

  

  Business Response

  Date: 12/20/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager reached out to Ms. ***** to discuss her concerns regarding her recent appointment. We extended our sincere apologies for any miscommunication on our part and offered a complimentary one-year maintenance plan as a gesture of goodwill. Ms. ***** accepted the offer and expressed satisfaction with the resolution.

• Initial Complaint

  Date:06/18/2024

  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.

  This company did an terrible job installing my new AC. Coil not sealed.unit doesn't work as it should. ******** calling for them to come out because unit runs constantly and raises indoor humidity.Now they want to install a vent to help unit work . This was not discussed at time of purchase.numerouse service calls to pinpoint what is wrong with unit. I have had enough it is 98 degrees.

  Customer Answer

  Date: 06/30/2024

  I spoke to a representative ****************** on Friday June 28 who informed me the business was going to email me on Monday July 1. I was told I would be refunded/ not responsible for bill due in July, but that they would not remove the equipment,they were just leaving it here! Will know more after email.

  

  Business Response

  Date: 07/15/2024

  Our Customer Relations Manager has spoken with ******************** regarding the air conditioning unit installed in her home on May 10, 2024. Given the number of service appointments, Horizon has agreed to process a full refund for the loan that ******************** financed. ******************** expressed her satisfaction with this resolution and confirmed that it adequately addresses her concerns.

  Customer Answer

  Date: 07/17/2024

  [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. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:06/03/2024

  Type:Billing 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.

  Charged my credit card for yearly maintenance without authorization. I informed them I hired a different company and had a whole new Heating and Air Conditioning system installed. I have contacted them 3 times and also registered a dispute with my credit card company.

  

  Business Response

  Date: 06/28/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ****************** to discuss her concerns with the charge for her maintenance plan from Horizon Services. After further investigation we found ****************** was set up for our auto renewal services for her membership. Our Customer Relations Manager apologized for any miscommunication on our end and agreed to process a full refund. ****************** should be receiving the check in 7-10 business days once ****************** receives the refund she agreed this will be resolved. 

  Customer Answer

  Date: 07/01/2024

  [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:05/29/2024

  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.

  A new furnace was installed in my home 3 years ago by Horizon. Feb 2024 my heater stopped working. I was told the tech had to order the part. I was left for 3 days without heat. The part came in and the representative said she had an appointment for the next day. I told her thats not happening and someone came out with the part and my heater was working. In the process the humidifier on the furnace was faulty and leaked water throughout my basement. The tech noticed it and called in and replaced the faulty part. Horizon took responsibility for the leak. A company came out with loud fans and drilled holes through my drywall to prevent further damage. Months later of back and forth I was told the check was in the hands of accounting. I received an email and I copied and pasted it right from my email. Horizon caused damage to my basement, left me without heat, I had back to back surgeries during this time and suffer from arthritis throughout my body all while being without heat for 3 days. Heres what they are asking for. I am not happy at all with Horizon and I would like resolution of this ongoing nightmare that I did not ask for. *In addition to General Liability coverage, we require automotive liability coverage, umbrella liability coverage and WC coverage in the amounts identified on the template. We also require the additional insured and subrogation waived boxes to be checked. The verbiage in the Description of Operations box needs to be added. Horizon ************** must be listed as the Certificate Holder.

  

  Business Response

  Date: 06/28/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** discuss his concerns with the service completed by Horizon on February 22, 2024. We have processed the reimbursement for the work that has been completed, as well as continuing to coordinate the additional repairs needed.  We will continue to reach out to **************** until this is completed and he is satisfied. 

  Customer Answer

  Date: 07/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21774254
  
  I am rejecting this response because:Here are a few screenshots of the communication back and forth from ***********************. She is Horizons Customer Complaint Relations. I have been given the complete run around. I was asked to get a contractor and I did. He gave me an estimate. Now they are asking ridiculous demands about extra insurance. I saw the response from Horizon on the BBB complaint. They are working with me to resolve the issue. This has been ongoing since February. They paid the restoration company but we got the run around on that too. The adjuster came out and said the damage was close to $10,000. The contractor that I found estimated close to $12,000. The bottom line is Horizon does not want to write a check for the damage they caused due to their faulty equipment. I was also left without for almost 3 days. I will never deal with this company EVER AGAIN. They are liars and will never call them back to my home. Thank you, *******************. I have attached screenshots of emails. 
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/23/2024

  Our Customer Relations Manager has communicated with **************** regarding the quotation he received for repairs from his chosen contractor. Due to the contractor's lack of additional insurance, Horizon is unable to make direct payment to them. To resolve this matter, we have mutually agreed to send the payment to **************** by mail upon his signing of our document, which confirms that the funds will be allocated towards the repairs. **************** expressed satisfaction with this resolution. Our Customer Relations Manager will proceed with processing the reimbursement promptly upon receipt of the signed documentation.

  Customer Answer

  Date: 07/25/2024

  [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:05/22/2024

  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.

  My name is *********************** my heating and cooling unit from Horizon is under warranty. It was a brand new unit when I moved in here in 2016. I have had nothing but problems with the unit. Techs have been out here 30+ times to fix the unit. It involves taking time off from my responsibilities to have someone come out and when calling the office the office staff has admitted this is not normal and the unit must be a bad unit. I get no help with with upper management in this. Now however the problem has escalated. I need a part for the Ac and have been waiting a month. No one is communicating where the part is. I have been transferred and disconnected many times in the last month and no begging to speak to customer service management has been granted . I get pushed around and feel I am being taking advantage of as a customer. ********************** has installed a bad unit at my house and refuses to give me the service I deserve. I want a resolution. I want a new unit!!!

  

  Business Response

  Date: 06/26/2024

  Our Customer Relations Manager reached out to **************** regarding her concerns regarding the Heat Pump installed by Horizon Services on August 18, 2024. During the conversation, our Customer Relations Manager reviewed the service history with **************** and confirmed that the system does not require replacement at this juncture. We expressed regret for any inconvenience caused by the inability to connect directly with management and assured **************** that we would handle this matter internally. Additionally, our Customer Relations Manager offered **************** a three-year maintenance agreement to ensure ongoing peace of mind. **************** accepted this resolution and expressed complete satisfaction with the outcome.

• Initial Complaint

  Date:03/01/2024

  Type:Billing 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 paid an invoice for service on 10-2-23 of $170 on that date by check (#****) and it shows on my invoice "no balance due". I called to schedule routine maintenance on my heating/air conditioning unit 2 weeks ago and was told there is a "no service" note on my account due to the outstanding balance of $170. I've called them numerous times since to try to talk to someone to get this resolved, each time being told someone will call me; no one has called. I shouldn't be penalized and denied service for a mistake on their end (the check hasn't been cashed to date, and I haven't made a stop payment on it yet). I even told them that I would pay the invoice again so I can schedule service.

  Customer Answer

  Date: 03/05/2024

  I spoke to a manager in their customer relations department on Friday and got my issue resolved.  No need to pursue further.

  ****

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************************ to discuss her concerns with the outstanding balance on her file. ************************ mailed in a check to pay the balance of her maintenance plan with Horizon in full. When our Customer Relations Manager reached out we confirmed we have received the check and apologized for any inconvenience. At this time, Ms. ********** is completely satisfied. 

• Initial Complaint

  Date:01/31/2024

  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 have outlined in the word document below all of the visits and isssues that I have experienced since October 2023. I am without heat and it is affecting me and my family negatively. I have lost confidence in Horizon and I am afraid to have another heater installed incorrectly. It is affecting my health, lungs, breathing etc. I would prefer a refund so that I could purchase another heater/AC from another company or have them pay for it directly to another company of my choice or a replacement from Horizon with competent installers and technicians. I am scared that this will occurr again since they can't seem to get it right. I am afraid I will not wake up in the morning due to being overcome with the putruid odor or Carbon Monoxide. All 3 units are under warranty and I have a 12 year warranty on parts and labor. I prefer a refund but need to get heat ASAP. Please help!

  

  Business Response

  Date: 02/28/2024

  Our Customer Relations Manager has remained in contact with ************************** to get this matter resolved. Due to the ongoing issues and concerns with the Oil Furnace installed at her home, we set up a site visit on 2/15/2024 for our warranty manager, field supervisor and a technician to go out to further assess the intermittent smell concern since we installed the replacement unit on 12/11/2023. After a thorough evaluation and minor adjustments, we found the furnace was working correctly and there was no smell present at that time. We followed up with *************************** on 2/23/24 and 2/28/24, to ensure the smell had not returned and she confirmed the issue now appears to be resolved. We apologize for the multiple service calls and inconvenience this caused for ************************** in her home. To resolve this matter we have offered a $500.00 monetary compensation and 2 years of the Oil Furnace maintenance contract at no charge. ************************** is completely satisfied with this resolution. 

  Customer Answer

  Date: 03/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21228734
  
  I am rejecting this response because: I agree that the manager of the waranty **** and his two techs came to my home on 2/15 and made adjustments to my heater. Supposedly they may have originally set the specifications up incorrectly from the beginning to a different model than mine, and have now set it to the correct specs. We did not experience any odor from 2/15-3/1. The Account manager kept in contact with me on two different occasions and we agreed that we would give it a month to see if all was well. The reason being the last heater that they installed that was defective took a month before the putrid smell of rotten eggs, sulfur etc permeated my home. I had to open windows and stand in the freezing cold when it was in the 30 degrees in Dec and January. I was hopeful that this was fixed. She even offered me a ****** check for all of my inconvenience. But I did not agree to close the case until 1 month had come and she said she would continue to stay in contact. 

  On the morning of 3/1/24, the putrid **** began to emit throughout my home again. This is not the smokey odor that we had been smelling off and on, but rather the same odor as the previous heater that they replaced after smelling it themselves. I immediately opened the windows and went outside for fresh air. My 80+ year old family member had to bundle up as it was 42 outside until the odor was partially out of the house. I immediately called the warranty manager and he said to call back and get an appt for a tech to come out. He should have handled it, but I did as he suggested. I am now waiting for a tech. I am without heat until he arrives, and hopefully can do something. I have portable heaters, but this is totally unacceptable. It is 54 in my house now. I have been more than patient, but this heater needs to be replaced or allow me to get a heater that they will pay for from another company. I do not know what these fumes are that we are breathing in and this could be very dangerous and detrimental to our health. They will have bigger problems if something happens to us. I need to know sooner than later what is going to be done, and making adjustments is not the answer. We have been making adjustments at my family's expense. I want this addressed as quickly as possible. I have a splitting headache from the smell and making tweaks obviously isn't working. I had a heater from Horizon for 7 years and never had an issue. Something is not right and I need it replaced, or refunded so I can get another heater in my home. I should not be without heat as much as I have been over the past two months. . Please help. 
  
  
  Regards,
  
  *************************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 03/03/2024

  Hello, 
  On 3/2/24 a technician from Horizon came out to see why the odor was getting worse and was now smelling like rotten eggs/sulfur and putrid. Once he arrived, he stated that he needed to speak with his manager before making any adjustments to the heater since this has been an ongoing issue. He tried to call his manager and he could not reach him. We waited for an hour or so with no response. So, he shut my heater down since I couldn't stand the odor and said he would reschedule the appt for 3/2/24 with the technician who originally set up the system. This meant that I was again without heat and the temperature went to 41 degrees. It was very cold in my home. 

  
  On 3/3/24 the original technician came out and took the heater apart again and found that there is a problem with the molding and cushioning that holds the insulation of the blower and heat exhanger. He found that there was a strip that was burnt into the system and tried to locate it and cannot.As the heater heats up, it is burning the strip of what looks like Styrofoam and plastic. He found indications of the burnt pieces. He took a match to a piece he found, and it was emitting he same foul odor as we have been smelling for months. He cannot locate the rest of the strip, as it might be burned into the heat exchanger and every time the heater comes on may ignite the strip and smell. This is very concerning as we have been smelling this putrid odor and chemicals for months. This has compromised my heater and the health of my family. I do not want this heater in my home and need it replaced or allow me to purchase another one immediately with Horizon paying the bill. I have attached the summary of the tech as well as the pictures. He is not sure if the other three sides will begin to burn and has no way of knowing when this will happen again. I cannot continue down this road, and if I can't find a resolution immediately, I will have no option than to seek an attorney. I am really concerned that this is toxic and cannot turn this back on so I will not have heat until this is fixed. It is in the 30s and 40s at night so this is urgent.  Please help. Thank you.

  Customer Answer

  Date: 03/04/2024

  3/4/24- Horizon came out and sent ***** with a camera to see if the heat exchanger was cracked or to see if he could find out where the smell was coming from. I had turned the heater on at 9 am after freezing last night without heat and the smell was putrid. I immediately shut it off and opened my windows. It was 43 degrees outside and just as cold inside. He said the heat exchanger is not cracked but noticed that there are burnt pieces of insulation burned onto the side of the heat exchanger,as well as on the bottom of the heater. Every time the heater got hot enough,it would start to burn the material that is permanently embedded into the system. It is welded onto the sides, as it has been burning for some time. The heater is now compromised, and this is what is causing the smell, they believe.I explained that the odor was affecting my breathing and making me sick to my stomach. I said that this must be replaced **** since I will now be without heat again tonight. He said they didnt know what would be done and would talk to his manager. I am beside myself at this point and cannot believe a company as well known as Horizon would be dragging their feet like this, making us suffer. They brought us two portable heaters since I will not have heat again tonight. Now that this system has been burning something for all these months,God only knows what this has been doing to us in a harmful way. I may have to start contacting other agencies to get them involved. Please see pictures attached. They claimed that this exchanger comes from the factory which is ****** and they are not responsible for putting it together and didnt notice that the tape, glue and insulation that has been burning for months was missing. I compared the pictures in January with the ones today and it is apparent that this has been missing all along. Please help me! Thank you!

  

  Business Response

  Date: 03/29/2024

  Our Customer Relations Manager has been in contact with ************************** throughout this process to get this matter resolved. We understand the concerns ************************** has had through this process and have continued to work with her as her safety and satisfaction are extremely important to us. In the interest of customer satisfaction and per **************************** request, we agreed to replace the oil furnace under warranty on March 21, 2024. We followed up after the recent system replacement, and she indicated no issues at that time, and we will continue to follow up with her to ensure this matter has been completely resolved.