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:09/30/2022

  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.

  Damage to personal property

  

  Business Response

  Date: 10/21/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** to discuss the damage caused to her dryer during our installation. We sincerely apologize that this occurred and agreed to provide reimbursement to replace the dryer. ************** is satisfied with our response at this time. 

• Initial Complaint

  Date:08/15/2022

  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.

  Called early Friday 8/12/2022 to inform water all over basement from hot water heater. They came out late afternoon and diagnosed as the need for new hot water heater. There was only one they install in electric only so proceeded a new one installed and tech left later that evening. A junction box was supposed to be installed but the runner forgot that so they did a workaround. Sat am water still ice cold so called and let them know. They wanted to send someone on Monday and I said that was unacceptable finally late afternoon a different tech came and diagnosed a wire break in the wire they used to connect the heater to power. That took awhile then the tech left around 5. At 8 water is still ice cold so I called again and supposedly tech would be right on their way. Hour later tech calls and says it would probably be better if he came on Sunday. I insisted and he came to check that it wasnt the thermostat. It wasnt he diagnosed that this equipment needs a converter which he would need to order. After another song and dance on sunday told needed part ordered and would install Monday waiting to see if this actually works .. dont know how theyve been installing the equipment without this converter and if theyd been honest Friday Id have gotten a reputable company in and Id have a water heater. They have also refused to honor their same day guarantee its day 4. The techs seem to be working without support from a company that is touting themselves as most trusted and other self promotion. Its total ********. I chose this company because theyre part of BBB seriously the attitude is not acceptable and the service is subpar

  

  Business Response

  Date: 09/08/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reach our to Ms. ************* ***** to discuss this experience. The issue with the water heater was resolved on 8/17/22. On 8/22/22 we came to an agreement to refund Ms. ************* ***** $500.00 as compensation and she accepted at that time. We received this complaint on 8/23/22. We have made attempts to reach out to Ms. ************* ***** since but have been unable able to reach her to discuss her experience with us further. We encourage Ms. *************************************;to reach out to us about this matter if she has any further questions or concerns. 

  Customer Answer

  Date: 09/16/2022

  [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: 17718587
  
  I am rejecting this response because they should not retain their BBB listing and $500  does not address the $2200 water heater + $240 electricians to fix what they did in addition:1- they did not honor their advertising 2- it took 6 days to get a working hot water heater 3- I've checked with other companies and what they did is price gouging of a senior citizen. The person who came on the 6th day was rude and accusatory accusing the electricians of misstatements about Horizon's installation not meeting code.  I have pictures of the electrical cable wrapped around water pipe, etc.

  I have "NO" confidence in the warranty so expect to have to pay a new company to replace the current hot water heater. In fact, the list of companies the MANUFACTURER provided when Horizon couldn't get the water heater to work ALL refused to come out as they don't service my area.  I'm informed by Horizon that they will service the warranty.  This has been a great deal of money and impacted my work schedule for a prolonged period of time.  ****** post this so other consumers can see the 100% satisfaction guarantee they'll receive from Horizon.

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

  
  

• Initial Complaint

  Date:07/27/2022

  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.

  Scheduled horizon service to simply come out and replace the ** bulb that burnt out on Trane HVAC which theyve done before. Horizon has all the info on my hvac unit since worked on several times in past. Appt scheduled Friday 7/22 between ****pm. I took off work from hospital to be home for service. *****(tech) arrived and quickly realized he had the incorrect ** bulb and would not be able to replace the bulb but ensured me he would get the correct bulb ordered & even come back later that day to replace. Just asked to call me ahead of time to make sure Im home. Tech proceeded to conduct inspection of both heating & outdoor activity unit pulling off panels, etc. despite not requesting any of that service to be done nor did it need to be done. Was not asked permission nor told in advance an additional inspection would he done. The one request I had called about (uv bulb) in the first place for appt was not being addressed/resolved. Called later Friday around 4 pm to see if any updates(reported nothing in system yet). Called again Sat morning 7/23, spoke to *******, no part ordered For correct bulb or notes in file about need to correct issue, no manger in office, ******************************************* hvac managers were emailed by cs rep asked to call me Monday asap when back in office.No calls. I Called 7/25 afternoon regarding no bulb ordered & status. Spoke with parts manager ****. He says a manager should be calling me back today. No calls or f/u. Spoke with ******** 7/27 at 1:30pm re:no notes, no call back & requesting refund-she send email to concern *************** again. Also told me she saw nothing in my file documenting the 3 previous calls/requests despite asking. No response/calls or f/u from anyone 5 days later. Would like a full refund $104 immediately back to my *********** credit card! I will never use horizon again and will contact another responsive & trustworthy hvac provider to replace my uv bulb.

  

  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 this experience. We apologize for the lack of follow-up and have addressed this matter internally. We agreed to honor ************** request to refund the $104.00 she spent towards the visit on 7/22/22 and also sent a **** Gift Card towards purchasing the ** Bulb needed. She declined to have us order the bulb at this point. She is completely satisfied with this resolution. 

• Initial Complaint

  Date:07/27/2022

  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.

  I purchased a three-year warranty from horizon services for central air unit I called them about an issue and was told that I didnt have a warranty then I was told that the services that was needed did not cover under the warranty I looked on my invoice and it clearly states all repairs so once I notified them and told them that it states all repairs I was then that coolant is not a repair my response was your correct coolant is not a repair the leak in the hose on the unit is in fact a repair, a leaking hose is considered a repair Ive reached out to them for about six hours and I have gotten no results ive even asked to speak with managers and they just told me all kinds of things like I will hear from someone by next week theres no managers available theres no managers on line at the moment its just been a back-and-forth situation and then the technician that came out he took the unit apart and did not put it back together I took pictures of the incident I have a one year-old that couldve possibly got electrocuted because of negligence on the technicians behalf, and so I ask how much would it be to put coolant in the unit I was told $514 by the technician ***** so I then went online to look up if Horizon had any promos so I seen that they were offering AC tuneups for ***** until the end of July and with that promo you was you was guaranteed to get 1 pound worth of coolant for free once you got the tuneup so I said well I have a leaky hole so Im going to get a tuneup to find out what the actual issue is I was told by ******** manager ***** that we cant give you the promo for the tuneup because you have a bad hose and so I said to him but you was just gonna take my $514 and put antifreeze in the leaking hose. I had a really bad experience with Horizon Im very disappointed in everything that transpired from 315 up until 7 PM with going back-and-forth trying to talk to someone on the phone its just been a very bad traumatic experience .

  

  Business Response

  Date: 08/24/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** on 7/27/22 to discuss her concerns with the service for her home. On 5/4/21 Horizon Services was call out to ************** home because the ** was not working. We diagnosed the outdoor fan motor had failed and ordered this part. We returned to replace the fan motor on 5/5/21 and the ** was working. We were called back out 9/7/21 for No ** and found the outdoor coil was clogged and the system was low on refrigerant. Our technician cleaned the coil and added 2 lbs of refrigerant at no charge and advised our customer there was a leak in the system that needs to be repaired. We were called out this year on 7/26/22 for No ** and ************** expressed concerns that refrigerant should be covered under warranty from the 9/7/21 visit and felt the low refrigerant was the original issue when we came out on 5/4/21. We do not believe this is the case due to the system running properly for 4 months in between visits last year. As a courtesy we sent another technician out on 7/29/22 to add refrigerant to system at no charge as a one time courtesy but there would be no warranty on this work. We followed up with ************** after this visit and she is completely satisfied with this resolution. 

• Initial Complaint

  Date:07/27/2022

  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.

  In 2016, I purchased a new HVAC system from Horizon Services. I spent $10,000 and was given a 5 year warranty. This would have been the 6th summer for my Lennox air conditioner to be running. Unfortunately, it does not work. I called Horizon to have a technician come out, he told me there was a leak in the system with never running a leak test. He tried to charge me almost $1,000 to fix the leak he never looked for. I was devastated and refused to pay that much for a system that is only 6 years old. Low and behold be brought the price down to $250 and ended up just putting refrigerant in the system. The next day, no air conditioning again. In the meantime, I had to spend over $1000 for window air conditioning units because my family and pets cannot be without cool air. I called again to schedule another technician to come out and tell me what is wrong with my air conditioning. Second tech came and told me there are leaks in the system, again without running a test. This time I was told it was going to cost $4000 to fix my air conditioning!! I explained this system is only 6 years old!! It should not be broken. He did not charge me for the visit, but I told him I wanted to speak to a manager. So I called Horizon again, and this time I stated I wanted to speak to a manager. I was told someone would call me back. Three days later, still no phone call. Finally I called **************** again in tears, and a Community Relations manager called me back. He sent a third technician who did run a leak test, told me he fixed it, and I paid $750. Now the air is broken again, and NO ONE will call me back. I am disgusted that a $10,000 Lenox air conditioner did not even last 6 years. This is unacceptable! I also has a different company come out because Horizon would not call me back, and they said there is not way a brand new ****** doesn't work after 5 ******* unless it is a refurbished unit!!!!! I paid for a brand new unit, not a used one!

  

  Business Response

  Date: 09/08/2022

  Thank you for the opportunity to respond to this complaint. ************* purchased a Lennox Heat Pump through Horizon Services July of 2016. The equipment had a 5 year parts and labor warranty included as a part of the purchase. The warranty ended 7/6/2021. We were called out to ***************** home on 6/21/22 to for an ** service call. We have reviewed internally that better options should have been offered to identify where the leak was located during this visit. We returned on 6/24/22 because the ** was not cooling. During this visit we identified oil inside the ** trap with indicates a leak from the evaporator coil and provided an estimate for replacement of the coil. We returned on 6/28/22 for a complimentary leak search, found a leak, rebrazed at the leak, added refrigerant and the system was working at that time. On 7/22/22 we got a call that the ** was not cooling and our HV** Service Manager made attempts to reach ************* but was not able to make contact. Our Customer Relations Manager has been in contact with ************ since receipt of the this complaint to discuss her concerns with the recent service for her home. She has since replaced the ** system with another company. We have requested the findings that lead to replacement from the other company to review to come to resolution for *************. We will follow-up with her to find a satisfactory resolution.