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:07/08/2024

  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.

  Less than 5 years ago, I spent in excess of $10,000 to have a new unit installed. I should have seen the red flags from the very beginning. The sales representative told us additional vents would be installed and when the installation crew showed up, that did not happen. Fast forward to the present and I am now on my 3RD phone call for an appointment , 3RD day of not being able to work as I wait for a technician to come diagnose the problem. It is presently 84 degrees in my home, coming down from 89 because of the window unit we had to put in and run. This is unacceptable for an investment in the THOUSANDS! During the second visit I was charged $360 because the issue wasnt covered under warranty, and yet here I am after that $360 sitting in a home with absurd temperatures running up my electric bill with window units. And considering the $360 fix did NOT do the job, I will be seeking a refund for that as well since this is becoming a huge nuisance and waste of my time and money.

  Business Response

  Date: 07/24/2024

  Response: Thank you for the opportunity to address this complaint. Our Customer Relations Manager has followed up with *************** regarding the issues with her AC Horizon system, installed on September 7, 2018. Upon further investigation, we confirmed that the system is under warranty and have agreed to refund *************** the $367.00 she paid on May 2, 2024. Horizon installed a part on July 16, 2024, to address the cooling issues; however, the system continued to underperform regarding airflow. To resolve this matter, Horizon has agreed to replace the system. The replacement is scheduled for July 22, 2024, at ******************* request. We will continue to follow up with her to ensure her complete satisfaction.

  Customer Answer

  Date: 07/24/2024

  [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:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 8, 2024, we had a repairman (****) from Horizon come to our house for a spring AC tune-up for $89.00. He found a leak in the pipe in the attic which was fine and said that he could fix it. We were good on having the leak fixed. He said that we were also low on refrigerant (he could gauge how much refrigerant was in the system because the compressor and everything else was running). We agreed that he was to return the next day to complete the repair on the leak. He tried talking us into a new system because he said that it may not be worth fixing, We told him that we could not afford a new system at this time - we wanted to go for the repair. Then, instead of leaving at that point, he went outside to the units and started playing around with the wiring on the compressor. My husband went out and stood behind him to see what he was doing. He moved the wires around and then everything started sparking. He blamed it on the last person who did a repair by saying the wires were on wrong but yet we always had air conditioning up to this point. He then checked the fuse box and said that the compressor was not working. Bottom line - he blew out the compressor on the downstairs unit so they could sell us a new system for between 18k - 20k!!!!I contacted another HVAC company which sent a repairmen the next day and that repairman said that the compressor was blown. He could not tell me how much refrigerant was in the system because the compressor was blown but **** told me the day before.On Friday, May 10th, we received a call from the local manager (****) at Horizon to ask what happened. My husband told him exactly what went on. **** said he would be happy to refund our money - that hasn't happened - and he would check with **** to see what went wrong. We also received an email from the home office which asked for the job number and they would check into what happened. that was on May 10th - we haven't heard anything from either the local manager or the home office.

  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 service completed by Horizon on May 8, 2024 . After further investigation we agreed refund the service charge ******************** paid our technician. Our Customer Relations Manager is reviewing the remaining details with our service manager and will be reaching back out to ******************** with any updates.  We will continue to reach out to ******************** until this is completed.

• Initial Complaint

  Date:05/22/2024

  Type:Product 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 purchased the installation of a Lennox replacement central AC unit from Horizon Services on May 14, 2024. The salesman, *******************, informed me at that time that Horizon would not sell me a unit with an energy efficiency **** rating of less than 17 because of a 2023 federal law. I took him at his word and signed a contract to purchase a **** 17 unit for the amount of $8950. The unit was installed on May 15, 2024 by Horizon technicians. After they left, I noticed that the yellow Energy Guide sticker attached to the unit indicated a ****2 of 14.3. I contacted ************** and complained that Horizon had not installed the proper unit and had installed a ****2 14 instead of a **** 17 as promised. He told me that the yellow sticker was meaningless and the **** rating was given by the 17 in the model number of ML17XC1, indicating ****17. However, the data sheet from the Lennox website for the model ML17XC1-030-230 which is the model number they installed as shown on the yellow label and the white unit serial number label, does not show a **** rating of 17 it shows a ****2 rating of 14.3, the latest **** measurement mandated by the ********** of ******* I paid for a **** 17 but was given a ****2 14.3 instead. Horizon has refused to install a **** 17 replacement unit or refund any of the purchase price. They refuse to honor their 100% satisfaction guarantee. I have a quote from AAA Brothers, a certified Lennox dealer, to install a comparable LENNOX **** 14 unit for $3500 less than the price I paid Horizon for the alleged **** 17 unit. I consider myself a victim of a bait and switch tactic where Horizon promised one thing and installs another lesser item while charging me a premium for the higher efficiency item.

  Customer Answer

  Date: 05/29/2024

  Horizon has agreed to a partial refund so this complaint is resolved.

  Business Response

  Date: 05/30/2024

  Thank you for providing us with the opportunity to address this complaint. Our Customer Relations Manager promptly contacted ******************** to address his concerns regarding the **** System installed May,15 2024 . We do not want to leave ******************** dissatisfied. Due to any possible miscommunication our Customer Relations Manager agreed to to refund the amount ******************** requested as a good faith effort. ******************** can expect to receive the refund within 3-5 business days. We are pleased to confirm that ******************** is satisfied with this resolution.

• Initial Complaint

  Date:05/14/2024

  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.

  Came out last year to fill up ***** and did leak check said no leak except at stem. Technician tightened stem last year. Turned on ac this year blowing hot air. Called them again came our filled up 7 pounds of Freon again before even checking to see if theres a leak of Freon again and charged **************************************************************************************************************** do that . Tech found leak after he charged me 1000 dollars to fill up *****. Tech could have filled one or two pounds to perform leak check instead of filling the whole system up and charging 1000 dollars. Tech found leak all Freon leaked out and still no ac. Tried quoting me 3500 dollars to charge evaporator coil not even the air handler but just the evaporator coil Came out last year may 30, 2024 came out this year 05/09/2024 in invoice tech mentions in the first line leak present why would you recommend me to fill my Freon if you already knew there was a leak

  Business Response

  Date: 05/30/2024

  Thank you for providing us with the opportunity to address this complaint. Our Customer Relations Manager promptly contacted ************ to address his concerns regarding the **** service visit on May 9, 2024. Following a thorough investigation and review of the visit, our Customer Relations Manager extended an offer to refund the amount paid for the refrigerant as a good faith effort. ************ can expect to receive the refund within 3-5 business days. We are pleased to confirm that ************ is satisfied with this resolution.

• Initial Complaint

  Date:05/14/2024

  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.

  On 9 April Horizon Services sent a technician (*******************************) to do a seasonal check of the **** system. I assumed tech (*********) did that check however he immediately stated that my filters were trash and no good. He then stated I needed a *********** Guard and an Air Scrubber. I am a female senior citizen and feel he took advantage of that situation. I reluctantly agreed to have items added to the current system and he indicated I could finance for 18 months without interest ($2,862.00). He installed said products and did not give me any instructions or indicate that I would be charged an additional ($29.00) for an Activation Fee. (TOTAL $2,891.00 see invoice). Unknowingly I did not know that the unit did not function properly. I called Horizon for service.On 2 May a technician (*********************) arrived and indicated that I did not need what was installed and that the ** light would be enough. He also indicated this product should have never been installed (and improperly see photos) on a 17-year-old unit.As a female senior citizen I feel I was scammed out of $2,862.00 and have had nothing but the run around from Horizon Services since.I have enclosed highlighted invoices and photos.

  Business Response

  Date: 06/13/2024

  Thank you for providing us with the opportunity to address this concern. Our Customer Relations Manager has made attempts to reach ************ but we were unable able to reach her to discuss her concerns with the *********** Guard and Air Scrubber installation on April 11, 2024. Our HVAC Service Manager spoke with ************ on May 6, ********************************************************************************************* provide a partial reimbursement as a gesture of goodwill to resolve the matter and she could keep the equipment. Following **************** request, the reimbursement of $529.00 was promptly processed on May 10, 2024. Since receiving this complaint our Customer Relations Manager was unsuccessful with reaching ************ to further resolve her concerns. We do not want to leave ************ dissatisfied with this service; we encourage ************ to reach out to us about this matter. We value the opportunity to address and rectify any outstanding issues to ensure a positive resolution.

  Customer Answer

  Date: 06/17/2024

  Due to my disability I have been in the hospital since the end of May. I called Horizon yesterday and left a message for the customer relations person to call me today, Monday, 17 June 2024. As of 1055 this morning I have not heard from them. I have NOT received any sort of check/reimbursement from Horizon. I will ask they remove the Air Scrubber as my electric bill has more than doubled since it was installed as it never shuts down unless I flip the circuit breaker. I do not believe it was installed properly in the first place as the wiring instead of being guided through the wiring port on the side of the air handler the front of the unit was opened and the wiring was then placed inside the front panel and the front panel was closed on top of the wiring (photo originally sent).

  I will ask for reimbursement of the air scrubber unit in the amount of $1,813.00 plus the $29.00 fee I was charged an not made aware of for the financing of the purchase for a total of $1,842.00.  I will ask for compensation for the excessive charges to my electric bill.

  Additional information may be added to this complaint.
  

  Business Response

  Date: 06/26/2024

  Our Customer Relations Manager spoke with ************ on June 18, 2024.  After further investigation as a good faith Horizon Services has agreed to remove the Air Scrubber and will follow-up with ************ about reimbursement for the equipment.  Our Customer Relations Manager and Service Manager have been unsuccessful in reaching ************ to schedule a date for removal. We encourage ************ to reach out to us about this matter to be able rectify the issues and provide the resolution.

  Customer Answer

  Date: 06/27/2024

  [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: 21709059
  
  I am rejecting this response because:  Horizon made ONE attempt to contact me which was yesterday, Wednesday, 27 June on/around 0700 and left ONE voicemail. I returned the call today and they gave me a day/date of Tuesday, 2 July 2024 to remove the air scrubber. I do not trust this business to reimburse me my costs and told the office so. My exact words were I don't trust them further than I can spit and I can't spit. I will ask for a receipt of returned item and that they return my unit to the state it was prior to installing said equipment.
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/11/2024

  After several telephone conversations with HORIZON SERVICES and promises they made and then conveniently forgot about in our next conversation I stated any further communication would be via email only. The PowerScrubber was returned and I had the technician sign a receipt of same returned in working condition. I also video tapped the entire visit when the scrubber was removed. He indicated that the wiring that the first technician installed DID NOT MEET INDUSTRY STANDARDS  Since then I have received one email stating a refund of sorts was being processed and I would be notified of when it would be released. I'll believe it when I have it in my hands.

  Business Response

  Date: 07/24/2024

  On July 2, 2024, a Horizon technician removed the air scrubber per **************** request. Our Customer Relations Manager subsequently contacted ************ to confirm that we would initiate a refund for the amount she paid for the air scrubber. The reimbursement check was processed on July 19, 2024. Yesterday, our Customer Relations Manager sent an email to ************ as per her request, informing her of the refund status. We encourage ************ to reach out to us if she requires any further assistance or has additional questions.

  Customer Answer

  Date: 07/29/2024

  [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.  Check was received and deposited.
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  Date:04/26/2024

  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.

  Horizon Services installed a new central heating & A/C unit at or residence on July 14, 2023. The system worked fine for A/C through the fall and the heating worked through the winter. On Thursday, April 11th, 2024 I heard the outdoor compressor cycling on and off, never running for more than about 10 seconds. I contacted Horizon Services and we scheduled a technician to come to the house on Saturday, April 13th, 2024. The technician arrived as scheduled and tested the system. He had to refill the refrigerant and then performed a leak detection test to discover a major leak in the outdoor condenser unit. He mentioned that the area of the leak was probably not field repairable, as it was a factory joint that failed. He relayed the information, and told me to expect a call by Monday (4/15), but if I did not receive a call by then to give Horizon Services a call. Since I did not receive a call, I called Tuesday (4/16) and they transferred me to dispatch, where I was told that they were sending a message to the technician and supervisor to give me a call back with information. I never received a call. I called back a week later (4/23), to be transferred to dispatch that told me the manager had just left, but would give me a call in the morning. No call. I called Thursday (4/25), which dispatch told me that they would elevate the concern and that higher management would be notified of the situation and that I should be called later that day. It is now Friday, April 26th and I have not received a single call for an issue that is covered under warranty and their service contract.

  Business Response

  Date: 05/09/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** to discuss his concerns with the installation of his ** from Horizon Services on 7/5/2023.  After further investigation of the service repairs needed, Horizon replaced the ** on 5/2/2024. Our Customer Relations Manager followed up with **************** after the replacement and he stated he was 100% satisfied and will continue to use Horizon Services. 

• Initial Complaint

  Date:09/27/2023

  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 9/21/23 I had a heat pump mini system installed. The salesperson told me it was a 22.6 seer rating. There was no efficiency rating stickers on the equipment or packaging. I immediately asked the supervisor on site if it was indeed a 22.6 seer rating. He made some calls and told me it was,I said I need it in writing so I could apply for tax credit. He said salesperson would email it to me that evening. Never received it. Salesperson also told me it came with 10yr warranty. I requested it in writing and never received it. He also told me it was wifi ready and it isn't. I have made numerous calls every day to customer affairs and I get no response from them!!.I even tried contacting salesperson with no response. I can't believe this company treats its customers with such DISREGARD. The company is HORIZON SERVICES, 307 RUTHER DRIVE, NEWARK DE 19711 ************

  Customer Answer

  Date: 10/11/2023

  I have resolved the issue with seer rating and warranty with the company. It took 3 weeks to finally get it.The other issue is the damage to my siding. I've made numerous calls for 3 1/2 weeks. Was told someone would come out but they never did.

  Customer Answer

  Date: 10/11/2023

  Damage to siding 

  Business Response

  Date: 10/26/2023

  Our Customer Relations Manager has spoken with ************** about the siding repairs. We have our internal contractor scheduled to go out to ****************** home on 11/5/2023 to assess the repairs needed. We are glad the equipment and warranty information issue was resolved and will follow-up with ************** after our contractor has been out to ensure all work has been completed to his satisfaction. 

  Customer Answer

  Date: 11/06/2023

  This complaint is not resolved by any means. Still waiting for the company to make repairs to my property. 

  Business Response

  Date: 11/17/2023

  *** ***** received a quote from the company of his choice for the siding repairs. We reviewed the quote and agreed to provide him reimbursement for the cost of repairs to resolve this matter. *** ***** is completely satisfied with our response.

  Customer Answer

  Date: 11/27/2023

  [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:08/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the unit is 4 years old and the past 2 years had alot of problems and it has a 5 year lemon law on it in2 years obout 7 to 15 times they were out here and can never fix it i paid 13000.oo dollars and have no piece of mind with it i lost 3 days of work and alot of sleep

  Business Response

  Date: 10/10/2023

  We are sorry about the experience ********************** has had with the equipment we installed for his home. Our Customer Relations Manager reached out to ********************** and assured him we will honor the warranty to get the system issue resolved. Our technician identified the contactor and defrost board were not working correctly and replaced them under warranty. We returned and found the pressure switch and outdoor temperature sensor were also not working correctly and we replaced these as well under warranty. We scheduled a return visit two weeks later to ensure all issues had been resolved, and everything was working well at that time. Due to ************************** concerns with the equipment and visits to come out to the home, we agreed on an amount for compensation and added two years of a maintenance to his account at no additional charge. He is completely satisfied with our response at this time. 

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

  Customer Relations Department Manager

  
  

• Initial Complaint

  Date:05/01/2023

  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 recently had my kitchen sink unclogged under the warranty, but I have noticed that it has become clogged again within two days. I contacted the company to resolve the issue, which was caused by their error, but they were unable to do so and informed me that according to their policy, there would be a full charge. I am simply seeking a resolution to return my sink to its normal state without the need for frequent follow-up calls.

  Business Response

  Date: 05/17/2023

  Our Customer Relations Manager reached out to ********** to discuss her experience. We scheduled a follow-up visit on May 2, 2023, to clear the drain line under warranty since the issue was not resolved during the initial visit on April 25, 2023. We followed up with ********** after this visit. The clog was resolved, and she is completely satisfied with the way this was addressed. 

• Initial Complaint

  Date:02/26/2023

  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.

  Horizon's subsidiary ***** Electric Inc installed defective equipment which included a new electrical panel, main circuit breaker and all the remaining circuit breakers. We were charged $1,316.00 on invoice number **** dated 8/3/22. See cross compliant with ***** Electric filed by me on 2/15/2023. After the installation of the new circuit breakers, we started having problems with our TV and Cable. The TV would freeze and the cable box would go off. I would have to turn off the TV and cable box to reboot them. The problem got worse over time. I called the ******* our cable company and had me disconnect and reconnect the two boxes. Then after a period of time, the TV would freeze and the refrigerator and dishwasher would shut off. During all these problems, our house lights would stay on. On 2/13/23 our heat pump went off. All this time, none of new circuit breakers install by ***** on 8/3/22 were never tripped off. I called called ***** but Horizon answered. Horizon sent **** (driving a ***** truck) to our house on 2/13/23, he found our new electric system was arcing behind the **** electric meter. When ***** did the original work they took the meter out to connect the new main braker, panel and all the other breakers. I asked **** the technician why didn't the breaker shut off. He had no answer! He did not say one word. I have not been able to get an answer from Horizon or *****. I believe ***** install defective circuit breakers. Also I believe ***** did not tighten up the electrical wires behind the **** meter after installing a new main circuit breaker. **** said we could have had a fire. We are in our 80s, we have heart conditions and we are not able to walk normally. We want to live in our house as long as we can. Horizon Services charged us on their invoice ******* dated 2/13/23 $2,700 to repair the defective work done by ***** Electric their subsidiary. We still have the defective breakers.

  Business Response

  Date: 04/05/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ****************** to discuss his concern. ************** has merged with Horizon Services to provide electrical services for our customers. On 2/13/2023 our electrician went out to assess the issue at ********************** home. We found the problem was caused by the existing underground meter socket and the terminal lug that failed is on the utility side of the meter. This was not a part of the work completed by the electrician who was out 8/9/2022 to replace the 200 AMP Panel. We advised ****************** of our findings and explained this is why we quoted the additional amount to replace the existing underground meter pan. In our conversation with ****************** all issues in the home seem to have been resolved after this work was completed. ****************** does not agree that these are separate jobs and feels he should be reimbursed for the visit on 2/13/2023. In the interest of customer satisfaction, we offered a discount as a courtesy due to ********************** perception but he has declined. We are currently in the process of having the inspection completed for the work done on 2/13/2023.

  Customer Answer

  Date: 04/05/2023

  [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 by Horizon for ***** because:  I was offered a 50% reimbursement of the $2,700 in dispute a few days ago which I felt was not reasonable.   I had a complete new electrical line installed from behind the meter with all new circuits and a panel by *****.  It is unreasonable to think after 34 years of no problems, that after ***** does its instillation that my power became a problem.  A picture taken by ***** shows lose wires.      *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/04/2023

  Our Customer Relations Manager followed with ****************** about this matter. In the interest of customer satisfaction, we have offered a full refund of the visit on February 13, 2023. The customer is satisfied with this resolution. There was a permit pulled for this work and an inspection needs to be completed. We will follow-up with the customer to assist with coordinating the inspection with one of our electricians.