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:05/22/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Failure to keep appointments. 2. ********************** claims. See explanation below.

  Business Response

  Date: 06/13/2025

  We appreciate the opportunity to respond to this complaint. Our Customer Relations Manager contacted Mr. ******* to address his concerns regarding the rescheduling of appointments. We sincerely apologized for the inconvenience and assured him the matter would be addressed internally. Mr. ******* is now scheduled for service on June 17, 2025, and we have confirmed that this appointment will be kept. As a gesture of goodwill, we also extended his maintenance contract for an additional year at no charge. He has been provided with direct contact information for our Customer Relations Manager should any further questions or concerns arise. Mr. ******* expressed that he is satisfied with the resolution at this time, pending the completion of the scheduled service on June 17.

  Customer Answer

  Date: 06/18/2025

  
  
  Better Business Bureau:
  
  I reviewed the response made by the business in reference to complaint ID ********, which has 2 parts.  Part 1, failure to perform scheduled service has been resolved as the postponed service was performed on June 17th as scheduled.  We'll see what the future brings.  However, Part 2 regarding marketing claims is more complex and I can not say it has been resolved or not at this time.  The company's response did not address my complaint regarding the continuous marketing for 'same-day' service, a claim which is doubtful at best for good reason.  I pay for an annual 'priority service contract.  I have had 'no heat' emergencies.  I did not get 'same-day' service, and the technician was unable to resolve my problem for days, in one case for weeks.  So, it will take some time for me to trust Horizon to honor commitments to existing customers while they are trolling for additional work.  I hope I don't need to but rest assured that I will file additional complaints as warranted.
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:05/09/2025

  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 purchased a HVAC unit from Horizon Services that includes a 10 year warranty. In addition to the warranty, I purchase an annual maintenance package as per Horizon Services contract requirement. I received my annual AC maintenance service and was informed there was a system part that failed and would need to be replaced. On 4/9 the technician came out to complete the repair and told me that the part is not covered under the warranty because in the system Horizon Services has my warranty for 1 year. I explained that I have a 10 year warranty and have never paid for any repairs or parts for the unit. The technician was unable to explain the why his system says I have a 1 year warranty and was completely ignorant of the warranty and coverage. I called Horizon Services requesting to speak to a manager because if the system says I have a 1 year warranty when my contract says I have a 10 year warranty that is a bigger issue. It appears to me as the customer that ********************** is not trying to honor the warranty outlined in the contract signed. It has been 3 weeks and several calls to Horizon Services to get this issue resolved and I have been unsuccessful in getting the matter resolved. Horizon Services in in breech of the signed contract and refuses to provide the appropriate customer service to resolve this matter.

  Business Response

  Date: 05/28/2025

  Our Service Manager spoke with Ms. ***** regarding her concern about the warranty for the gas furnace and air conditioning system installed by Horizon on June 10, 2017. Upon review, our Service Manager confirmed that the equipment is under warranty and identified that there had been a previous input error regarding the warranty details. After receiving the BBB complaint, our Customer Relations Manager promptly reached out to Ms. ****** confirmed her warranty coverage, and ensured that the necessary work was completed at no charge under the terms of her warranty. To acknowledge the delay in our response and her understandable frustration, we also offered Ms. ***** a complimentary one-year maintenance plan. She expressed satisfaction with our follow-up calls and efforts to resolve the matter.

• Initial Complaint

  Date:04/15/2025

  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 had Horizon come out around March 12th to set up service accounts with them. A tech replaced a nozzle on my oil broiler. Since then it went south. I had a leak in one of my pipes so a gentleman came out to fix it. Ended up needing a new shut off valve since ours was broken. The plumber that came to replace it all increased our water pressure by a lot. We started to have issues with our hot water that evening. Left it for a week since were getting other work done in the house. Finally had enough and called them out. Someone came out and told us our mixing valve was now faulty and we needed a new one. ***** later and we still dont have hot water but now our psi is to high and our pressure release valve dumped out about 3in of water by our new walls. Called horizon and they sent someone out. Told us we had an auto fill and the previous guy didnt empty out the water in broiler so it caused to much pressure, later find out we dont have an autofill as they said. Got the psi down and the hot water was okay. But then it wasnt. Our pressure release valve again dumped out water all over the floor and our psi was back up again. Called another company to come out and check the work horizon did and was told we didnt need. New mixing valve and that we had a leak in the main coil, that hes confident happened when they replaced the pipe and upped the pressure(since this all coincidentally happened after the pipe repair). So now 3k later we have to get an electric water heater. I was told I would hear from someone in 12 business hours but here we are 48 hours later no response. This is the most unethical company *** had come to my home.

  Business Response

  Date: 04/25/2025

  Thank you for the opportunity to respond to this complaint. Horizon received the complaint on the same day a resolution was provided to Ms. ******* Our Customer Relations Manager spoke with her directly, offered a sincere apology for the inconvenience, and reached an agreement regarding reimbursement for the necessary repairs. Ms. ****** expressed satisfaction with the resolution. We encourage her to reach out to us should she have any further questions or concerns.

• Initial Complaint

  Date:02/12/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It's incredible. In August i buy an annual membership, and try to schedule a maintenance service which they say this membership pays for. Well. the earliest date i get is December. So i book December. The day before the service they leave a voice mail that they can't come, they are overbooked. So i call back and rebook. The earliest is Feb 10th, 2025. Of course i stay home from work to be there for them. Would you believe it, in the middle of the window they gave me, they leave same voicemail as in December: they are overbooked. I have to call and reschedule. I am ******** is obvious: they take your money, making promises, and then are unable or unwilling to actually follow through.

  Business Response

  Date: 03/03/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager made multiple attempts to contact Mr. ******** however, we were unable to establish communication. As a resolution and for customer satisfaction, a refund of $118.00 for the maintenance contract Mr. ******* purchased in August of 2024 has been processed back to his credit card. We encourage Mr. ******* to reach out to us at his convenience so we may address any remaining concerns and ensure his satisfaction.

  Customer Answer

  Date: 03/12/2025

  [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:02/03/2025

  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.

  I signed up for Horizon's yearly maintenance program. I am supposed to have a winter and summer service. In November, I tried to schedule my winter service and didn't get an appointment until today 2/3/2025 which was supposed to be from 8-12. I got call at 8:00 saying they had to reschedule my appointment due to too many emergency appointments for the day. That would have been understandable if, when trying to reschedule my appointment, I didn't have to wait until July 7th for my reschedule. I paid in advance for a service that Horizon doesn't prioritize and doesn't care about since I already paid them. This is unacceptable to have to wait this long for a reschedule. Since my first appointment is not until July, I have no time after that to schedule my second maintenance appointment before my year is expired. The person on the phone with whom I rescheduled was apologetic but that doesn't help the fact that I paid for a service I am not getting.

  Business Response

  Date: 02/20/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager spoke with Mr. ***** regarding the scheduling of his maintenance. We apologized for the rescheduling and offered to move his appointment up. Mr. ***** appreciated our outreach and efforts to resolve his concerns. Our Horizon Maintenance technician completed the maintenance on 2/18/2025. Additionally, our Customer Relations Manager followed up on 2/19/25 and again on 2/20/25 to ensure everything was completed to his satisfaction. We encourage Mr. ***** to reach out if he has any further concerns.
  

• Initial Complaint

  Date:01/30/2025

  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 home services came out on January 16, 2025 to service my furnace. I paid them $652 to replace the igniter in the furnace. my dispute with them is due to the fact that they left override cables on my furnace. Which overrides the thermostat and left my furnace running for a day and a half. This is a home that I dont live in all the time. This could have potentially caused fire her as when I got to the house a day and a half later the walls were so hot. You couldnt touch them. I filed a complaint with Horizon services two weeks ago and Ive attempted to reach out to them multiple times and they will not call meback. Im concerned about damage that was done to a 37 year old furnace along with the wasted propane due to their technicians fault. Ive been trying to handle this on my own, but its been two weeks and they wont return my phone calls. Hopefully I can get some helpand some resolution on this matter. Im just trying to get some of the money back for the propane that was lost due to their technician Overriding my thermostat causing my furnace to run for a day and a half.

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Managers made several attempts to contact Mr. ****** regarding his service visit on 1/16/2025. Unfortunately, these efforts were unsuccessful. However, prior to the complaint being filed, our Service Manager did speak with Mr. ****** on 1/30/2025 and issued a $500.00 credit in response to his concerns. At that time, Mr. ****** expressed satisfaction with the resolution. We would greatly appreciate the chance to resolve any remaining issues and encourage Mr. ****** to contact us if there are any unresolved concerns.

• Initial Complaint

  Date:01/23/2025

  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.

  My heating system is constantly shutting down in the middle of the winter, triggered by a failure in the humidifier. Horizon has commercials on TV claiming that they would fix any problems within 24 hours and this is and he is leading commercial. My system shut down on Monday, They came to fix it yesterday and they promised To send a crew to continue fixing the issue and they never showed up. They didnt call either. I just called them and they said that they dont have people until next week and I am concerned because the humidity Is low and Winds are high, which is a perfect environment to initiate fires. This is exactly what is happening in **********. I am tired of Horizon because is the same story all the time?

  Business Response

  Date: 02/06/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager spoke with Mr. ******** regarding his concerns with the gas furnace installed by Horizon on September 25, 2018. Our Customer Relations Manager apologized for the inconvenience and arranged for the necessary repairs, which were completed on January 30, 2025. Following up on February 4, 2025, Mr. ******** confirmed that everything was working properly. Our Customer Relations Manager provided her email address to Mr. ******** for any further concerns. He expressed satisfaction with our response to this matter.

• Initial Complaint

  Date:01/21/2025

  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.

  We have a service contract with Horizon services to service our Furnace, they did the maintenance service at the end of November 2024 and told us we needed a new Heat exchange and they would order the part which is under warranty. My wife would call once a week asking about the part and get transferred from **** to **** without any answers. On Tuesday morning Jan ******* the furnace stop working altogether I met a tech at my home he told me they still didn't have the part and had 3 space heaters drop off at my house. It has now been a week with no heat. I wake up in the morning to 40 degree temps. The space heaters they dropped off are useless. We call and leave messages and get no *********** family wants the furnace repaired immediately this is not healthy.Horizon needs to correct this problem at their expense.

  Business Response

  Date: 02/06/2025

  **** you for the opportunity to respond to this complaint. Our Customer Relations Manager followed up with Mr. ****** regarding his concerns about the repair. The repair was completed on January 23, 2025. Mr. ****** also mentioned that our technicians fixed everything, including a few pipes that had burst due to the cold weather. As a gesture of goodwill, our Customer Relations Manager offered compensation for the time it took to complete the repair. Mr. ****** expressed great satisfaction with how Horizon resolved and addressed all of his concerns.

• Initial Complaint

  Date:08/29/2024

  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.

  On August 20, 2024 Horizon services charged my credit card $59.00 for unexplained services on a property that I no longer reside and no longer own. I have made two calls to Horizon Services to find out why they charged my credit card, but was not able to get an answer either time that I called. Plus, the person I talked with refused to let me talk with anyone at Horizon Services that may be able to explain the charges. Lastly, I am very concerned that Horizon Services actually has access to my credit card and feels they can arbitrarily charge my credit card for unexplained charges any time they wish.This may be just an honest mistake in billing. Or, it may be a form of low level fraud. How many other people's credit cards have been charged for services that they did not get and without their knowledge?

  Business Response

  Date: 09/19/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has communicated with Mr. ***** regarding his account. During his visit on August 20, 2022, Mr. ***** enrolled in a plan that included a 15% discount on the services provided that day. However, he was not aware that this enrollment included a perpetual plan with automatic renewal after one year. To resolve this matter, we offered a refund of $118.00 for this year's charge and agreed to cancel the membership. Mr. ***** expressed his satisfaction with this resolution.

• Initial Complaint

  Date:08/02/2024

  Type:Customer Service 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.

  Two months ago, I scheduled an appt. for maintenance on my air conditioner system for 8/2 from 10-2:00pm. Tuesday (7/30), I called and talked w/**** to confirm. Yesterday I received a reminder email and today at 9:15 am, I get a voicemail saying "...unfortunately we're not gonna be able to make it out to you today we've been severely overbooked with _ emergency appointments..."I called back at 9:41 and ********* said they need to reschedule. I told her this is unacceptable. I took off from work, you guys left a msg saying you were coming/ she proceeds to tell me they have people w/o air-condition and they have to reschedule maintenance appt. My rescheduled date is 8/19. I called to speak to a manager bc now i have to wait 2 wks.and talked w/ ****** who wanted to know why. She put me on hold for 8 min. came back and said, "the supervisor is not available, they will call me in the next 12 business hours, I said I waited 8 minutes for you to tell me this, why can't I speak to a manager? she said she called them, and they didn't answer and will put a note under my acct.I asked for ****, said she doesn't know who she is. In a short tone said they will contact me. I very frustrated and I hope BBB and Horizon understand that this is poor customer service. I took off work, had move things around for them to get to the units and now my time has been wasted. No one can ever talk to a manager which is why they work there. I had this same situation happen to me in the past and thought they changed how they do business. Appointments should be kept w/customers and managers should be available to handle and supervise the operations of the company. I tried calling again and no one picked up on the 762# at 10:24am. I would like to have a resolution. I recommended someone to their company who bought 2 units. I would hope this doesn't happen to them as I did. I need this company to honor their warrantee.

  Business Response

  Date: 08/23/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has contacted ****************** to address the rescheduling of her maintenance appointment. We apologized for the inconvenience and offered her a complimentary year of maintenance, in addition to rescheduling her appointment. ****************** was very pleased with this resolution, and the maintenance service was completed on August 10, 2024.

  Customer Answer

  Date: 08/31/2024

  [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,
  
  *************************