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:01/29/2024

  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 September 2023 My father (who is 92 yrs) inquired about a issue with his heating for the house, which was fine for the pass winter and needed a checkup. He was then informed that the furnace needed to be replaced. A salesmen's came out and gave him a price for replacement. Unknown to myself and brother our father signed a contract to replace the furnace and air conditioner (which we did not get a chance to review for him!). Only the furnace needed work. The work was completed and it was discovered later that a smaller units were installed then was told to my father he needed. It was to late to do anything since my father already signed the contract nothing could be done as we were told. Then there was to be a rebate on both the furnace and air conditioner for the electric company. The salesman informed my father that they would file the paperwork for the rebates for my father due to his age and he did not use the internet/computer. That was back in September and my father has only received one small payment for the from the rebates. There was to be another which allegedly sent out in September 2023. My father has not gotten any more rebates and we have contacted the company numerous times and were told it has been mailed out! We have exhausted all this time so this is our next step.

  Customer Answer

  Date: 02/14/2024

  The work was recently inspected by the local township inspectors which half passed and half failed. We are now in the process of fixing that issue that failed. The township POC attempted to troubleshoot the issue but had issues contacting a real person to talk to to get the issue fixed.

  

  Business Response

  Date: 02/28/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** to discuss his concerns with the Gas Furnace and AC installed on 9/18/2023. **************** was concerned about the the size of the equipment so we agreed to send out a field supervisor on 2/20/2024 to assess. Our field supervisor confirmed that the system was the correct size for the home as well as adjusted the system so the noise that **************** was unhappy with would no longer happen. Our Customer Relations Manager also confirmed **************** has confirmed the Gas Furnace and AC passed the inspections and he has received all rebates that the system qualified for.  He is satisfied with this resolution.

• Initial Complaint

  Date:08/18/2023

  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.

  Contact Dispute, Horizon was to replace the sewer pipe from my home to the outside sewer line. They could not find the outside connection on the first day. They came back one week later and open up the wall to my front porch to follow the vent line to see where it connected to the house line. After finding all line connection, they could not replace the house line because of the angles of the lines. Horizon's representative had given me two options to repair the sewer blockages, 1- $9000 to open Relations Department the front porch in which they would not repair, or 1- $12000 to replace the house line and not touch the front porch. I had just had the porch built this year, so I agreed to the $12000.

  

  Business Response

  Date: 10/12/2023

  Our Customer Relations Manager reached out to ******************** to discuss this matter further. When ******************** agreed to complete this sewer line replacement, he chose the less invasive method to avoid damage to the porch, but when our crew was out to complete the job bricks needed to be removed from the porch to do the work. We agreed to waive $3602.00 from the balance on his account for the sewer line replacement, so he only paid for the job that included removing the brick from the porch. He is completely satisfied with this resolution. 

  Customer Answer

  Date: 10/12/2023

  Good morning, 

  Yes I have talked with Horizon Services, but I have not gotten any written verification or exact of charges. I will not agree to anything until that happens

  ****************;

• Initial Complaint

  Date:07/15/2023

  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.

  We hired Horizon to replace 2 new AC systems in our home back in September of 2022. While in our home, the installation crew cracked a water pipe in our crawl space and then attempted to hide it from us by turning off the water for the entire house all day which is not normal practice necessary for AC installation. They turned the water on at night right as they were leaving. We woke up the next morning to a flood. Called them. They sent someone out who tried to lie to us and say the flood wasnt caused by them. We assured him it was. They then sent out a plumber who cut out a huge piece of the drywall and found the cracked pipe. He contacted them to update them that it was their doing and to send a cleanup crew. The cleanup crew came in and ripped out the entire room flooring as it was destroyed and set up 5 high powered fans that had to run for 3 days straight and were very loud. Also, they ran for 3 straight days on our electric bill. The children had a horrible time sleeping those nights bc of the loud noise below their bedrooms. It still smells like mildew today in the crawl space. Which is a continued health concern especially with our young child with ******. Being a PA state union healthcare provider I am extremely concerned with the odor down there and the effects on our families respiratory system. So, at this point 10 months later, There is still no flooring in that room. And There is still a giant piece of drywall missing that theyve never repaired. No one has come out to repair any of the damage as of today! We feel we deserve a FULL refund at this point bc its been 10 months with no repairs, satisfaction or even an attempt to contact us to repair the damages we sustained to our home as a direct result of their negligence. Thank You!

  

  Business Response

  Date: 08/03/2023

  We are extremely sorry to hear of ***. ********** concerns with regards to the work in her home. It is extremely important that we take care of these items for her and make sure she is made whole. Our Customer Relations team has reached out to her on multiple occasion to the number we have on file ending in ****, and have not been able to make contact with her. We have also sent letters to the home with our contact information letter her know that we have been attempting to make contact to rectify the issues since September and have only spoken with her in December and followed up with her again. We encourage the customer to reach out to us at her earliest convenience so that we can fix any outstanding issues and ultimately resolve the issue.

  Customer Answer

  Date: 08/04/2023

  [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: ********
  
  I am rejecting this response because:
  I have contacted them.  The woman is only available 9-5 Monday thru Friday and these are the hours that I am also at work as well.  I have provided my email address so that we can communicate via email however I have not received an email to date and they would not provide me with an email address for her either.  
  
  Regards,
  
  *************************************
  

  

  Business Response

  Date: 09/11/2023

  Our Customer Relations Manager reached out to ********************** to discuss this matter. We apologized for any miscommunication and assured her we want to resolve this matter with her. We gave the option to have our internal contractor make the necessary drywall repairs and we could pay her contractor directly for the flooring. She also mentioned she was having other work completed in the home and offered to reimburse her to directly pay her contractor and have the repairs completed at her convenience. ********************** opted to have us send her a refund check and she can have her contractor complete the repairs. We have sent a check for $5,000.00 and ********************** will reach out to us if the repairs exceed this amount. ********************** is completely satisfied with this resolution.  
  
  *****************************
  Customer Relations Department Manager

• Initial Complaint

  Date:07/13/2023

  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.

  ***************, Service Technician was prompt with same day response on June 29, diagnosed the problem with the AC ( under warranty) was due to motor failure. He said the part was not in stock but could be overnighted and left. Two calls were long waits before being hang-ups. The third call, informed me the part had arrived. I am still waiting. PA has had high temperatures, humidity, pollen count and Canadian wild fire smoke for weeks. Indoor temperatures have exceeded 98 degrees F., with and without opening windows. I am a senior citizen at 83 years old with allergies, this is not acceptable. For health reasons, the AC needs to be repaired or replaced.

  Customer Answer

  Date: 07/18/2023

  Horizon Services called last night and sent out a Service Technician to complete the job, today. The AC is repaired. There was no charge for the service.
  
  Thank you.
  
  *******************************

• Initial Complaint

  Date:07/11/2023

  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 Wednesday, July 5,2023, my air conditioning wasn’t working. I called Horizon on July 6 and they said a tech would be out between 2 and 6 pm. He showed up at 1:45. He told me he couldn’t tell if there was a problem with my unit because he believed it to be a problem with my breaker and to call an electrician and to call him later if that wasn’t it. I called an electrician who said it was definitely the unit. I called back and they said someone would be there between 2 and 6 again. At 6 I received a call that he was on his way from Cherry Hill, about 15 minutes away. By 8 he hadn’t arrived and I called them and was told he went home and nobody else was available because it wasn’t an emergency. I told them I was charged $159 and was told it was supposed to be $89 for the first time he was there that day. She said she couldn’t help me because she was dispatch. I was told a manager would call me. Here we are a week later and I have not received a phone call. They did send the invoice which had me signed up for a maintenance plan that was not explained and not agreed to. When I called to question it I was told I am not allowed to speak to the billing department and I cannot be transferred to a manager. I want to talk to the manager because in addition to all this the tech turned breakers off that had nothing to do with the air conditioner and they were my freezers (this is an ice cream business). If I didn’t notice that would have been a disaster. I don’t know how to proceed since I keep getting the runaround. I can’t speak with anyone and get transferred from customer service to dispatch and I just want the money refunded and an explanation of how when they called and said a tech was on the way and he never showed, how that wasn’t an emergency. It was their fault. The person who finally came to fix my unit was able to tell me something was wrong without any knowledge of what the first tech said so he really did nothing and misdiagnosed the problem.

  

  Business Response

  Date: 08/01/2023

  Thank you for providing us the opportunity to review and address ********************** concerns. Our Customer Relations Manager was able to reach out and listen to her frustrations and provide her with an amicable resolution. We appreciate her understanding and offer our sincerest apologizes for her experiences with our technician and dispatch. We are reviewing and improving our services internally after hearing her feedback.

  Customer Answer

  Date: 08/03/2023

  [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:06/25/2023

  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.

  Horizon Repair Tech said repairs would cost more than half of a new unit (which was not true), so we agreed to have a sales rep come on 4/16, who spent over an hour telling us all about the benefits of buying a new A/C unit from Horizon, particularly the 100% Customer Satisfaction Guarantee, a Workmanship Guarantee (both are in the contract), and assurance that employees were highly-trained, well-qualified, and held to a high code of conduct and "Customer Service Pledge" standards. Also, he told us that we should expect 15-20 years of use from this unit. The install itself was terrible - first employee got out of the truck smoking a cigarette (against company conduct policy), they threw materials all over our front yard, trampled the plants all around the side of my house (some that were nowhere near the A/C unit). They dropped a fully-extended ladder horizontally and broke my downspout connector. They broke multiple siding shingles and cracked the stucco of our chimney with the ladder. They left trash and metal debris in the yard, including paperwork they should have handed to us, and after the install was complete, the outdoor A/C unit was too close to the house, and the pad & unit were not level - something the salesman had said would affect the longevity of the unit. Inside, they broke wood trim and left a closet shelf dismantled, and they damaged the subfloor in the hallway (they refuse to fix). We found out days later that the A/C unit was set to the wrong airflow speed, which would have cost us more money AND cooled our house inefficiently, over the next +15 years. We have had 5 follow-up visits from service techs, a carpenter, and a contractor, and the problems have not been fixed to our satisfaction. We have lost all trust in this company, and their claims of high-quality, well-trained staff and an exceptional installation process. We have been in communication with a manager, and at times have had to wait a week or more between e-mail responses.

  

  Business Response

  Date: 07/19/2023

  We are extremely sorry we did not meet the our standards of quality and customer service that we pride ourselves on and appreciate the opportunity to work to help restore her faith in our companty and to fulfill the expectations set upon purchase of her system. We are currently reviewing ******************* request with our executive management team - and will reach out to her to further resolve the matter.

  Customer Answer

  Date: 07/26/2023

  I received a call from a Horizon representative stating that they have approved my requested compensation and will be mailing me a refund check that should arrive in the next 7-10 business days.  Assuming the check arrives, for the amount agreed upon, I am satisfied with this resolution.  

  Customer Answer

  Date: 08/05/2023

  Just today, Saturday August 5th, I received in the mail a check from Horizon for the amount I requested as compensation.  I am now satisfied with the companys response, and I consider this matter to be resolved.  Thank you.

• Initial Complaint

  Date:05/24/2023

  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.

  I had scheduled a routine AC tune-up in January 2023 for May 5, 2023. Horizon called around 8am that their are not enough staff available and I would have to reschedule sometime in July. I called yesterday May 12, 2023 for a AC tune-up for today May 13, 2023. Horizon called around 8:30am and cancelled again. I was a loyal customer for at least 15 years. Every six months Heater tune-up then AC tune-up. I had given referrals in the past. On September 16, 2022 I was just getting a tune up on my heater. Well about 15 minutes later the technician had taken my entire heater apart. I questioned him, he said this is how I do things. So it cost me $ 457.00 dollars to have him clean it. I paid because I was afraid he would do more damage. I did call Horizon and complain. They did refund me $200.00 Very disappointed. They replace my AC unit on August 2015. It should still be under warranty. Maybe that's why they keep cancelling my appointment. Shameful. ***************************

  

  Business Response

  Date: 06/08/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to to ************** to discuss this experience. We apologized for the rescheduling of the appointment. Our representatives should be giving our customers the option to reschedule, rather than telling them their appointment will be moved. We have addressed this matter internally. ************** has already contacted another provider to complete her preventative maintenance service. We offered to send her a **** gift card as a courtesy due to her experience. She is satisfied with our response at this time. 

• Initial Complaint

  Date:03/09/2023

  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 have been receiving junk mail from this business multiple times over the past couple of years and they have failed to honor my requests for it to be stopped. I want my address to permanently be put on their "do not mail" list and if they use an outside mailing company to disseminate their ads, I want them to ensure that company does so also. I am a happy customer of one of Horizon's competitors and they are wasting paper and postage stamps by continuing to spam me. I have been on the National Do Mail list and the DMA's opt-out for over a year, so suggesting I get on it, or ask the post office to stop delivering junk mail (several businesses have made this suggestion, and the post office told me they legally cannot do it) will not be an acceptable response.

  

  Business Response

  Date: 03/16/2023

  We're sorry to hear of ************************ frustrations with our coupons and advertisments. We have removed him from our mailing lists as of today, and he should not receive any future mailings.

  Customer Answer

  Date: 04/06/2023

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

• Initial Complaint

  Date:02/13/2023

  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.

  Cleaning was performed on furnace at listed address 9/28/22. The technician *********************** deemed the heater to be non-operable and condemned the unit per the results he found. A salesman visited our home, and we purchased a new heater to be installed 10/3/22. Since we just moved into this house, we submitted to our insurance company a request for reimbursement for the new heater. I contacted the Horizon office on 11/18/22 to give Horizon permission to talk with the insurance vendor to provide technical information on the old furnace. The paperwork they sent me was forwarded to the insurance vendor and they had additional questions on the information provided. I again contacted Horizon on 2/1/23 for an email address since they were not responding to the insurance vender. I was told customer relations would call me back.I again contacted Horizon 2/13/23 since I did not receive a call back. ****************, someone would call me back. I received a call from ***** the customer relations manager and was told they do not provide information to third parties; they only deal with their customers. At no time on previous calls was I told they do not talk to insurance vendors, third parties.What is Horizon trying to hide? Why wouldn't they want to talk to a customer's insurance company to provide information on their findings on a condemned unit?You would think spending over $13000 on a new furnace the company would help the customer.

  

  Business Response

  Date: 04/05/2023

  Thank you for providing us with an opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** to discuss her concerns and explained that we do not work with insurance companies; we only work directly with homeowners. Attached is the invoice from her service which showed the age of the previous system and our recommendations (Invoice Attached). This is typically sufficient information for a homeowner to submit for an insurance claim. **************** was not satisfied that we would not work directly with the insurance company. We have attempted to reach out several times to follow-up to see if she can relay to us what information they are requesting to see if there is anything we would be able to provide. It is not guaranteed since we typically only provide our invoice or contracts as a record and agreement of services, but we would like to try to assist **************** if we can. We encourage **************** to reach out to us about this matter and we would appreciate the opportunity to discuss her concern.

• Initial Complaint

  Date:10/04/2022

  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.

  We had a plumbing concern in June 2022 Horizon Services came out and scoped the pipe saying there was a hole and it needed to be replaced. After they ripped out and replaced the pipe it was concluded they needed to do more work into our house and replace more pipe. They finished the job, we replaced flooring carpeting and painting and when we put the bathroom back together the toilet was now completely against the vanity and could not sit against the wall. We have not used the bathroom since July. Horizon came out, admitted fault and stated they would redo the job in about powder room to fix the placing of the pipe they put back incorrectly. It has been going on over 2 months now of working to set that job up.

  

  Business Response

  Date: 11/08/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has been in contact with ****************** about this matter. There was an incorrect measurement made when we repiped the toilet in June of 2022. This was noticed after the flooring in the bathroom was redone.  When the toilet and vanity were set, the toilet was too close to the wall and vanity. We went back out on 10/18/22 to jackhammer the bathroom floor and we moved the pipe away from the back wall and to the side so the toilet would not sit as close to the vanity. We laid concrete when this was done. We have received and estimate for the flooring to be redone since it needed to be reopened and have agreed to reimburse ****************** for this cost. The last part of completing this job is to install the ****** and toilet. We will be scheduling with ****************** to have this done and will follow-up after to ensure everything is completed to her satisfaction. We apologize for the inconvenience this has caused and we will work with ****************** to provide a satisfactory resolution.