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:01/25/2023

  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.

  Called out horizon services to fix heating problem on 1/8/23 My furnace was having issues kicking on. Appeared to be the igniter. When the service tech, ******* ****** came out prior to doing any inspection he stated that we would probably need a new furnace as the type we have always have cracked heat exchangers and are terrible units. We have a very reliable trane unit that was inspected over the summer when we upgraded our AC. During initial inspection ****** stated that it could also be the pressure switch and that there is no universal replacement. He then retrieved his camera and went to check the heat exchanger after telling me it was definitely cracked. When showing me the camera he initially stated a spot was cracked before looking at the screen only to be surprised that the “big bad spot” wasn’t cracked at all. Then he showed me a seam point and stated it was a crack. ****** then stated he could do no more work on the unit as it would be unsafe. He advised that the carbon monoxide would be dangerous. At the time the unit was not operating so there were no tests done of the carbon monoxide level. I currently have 3 detectors in the house by vents that have shown no signs of issue. He stated he would have to replace the whole unit at approximately $7,000. I then had our previous HVAC technician come out and check the unit. *** ******* stated it was the igniter and fixed it with a small part. They tested for carbon monoxide. There were no risks. No signs of cracking. The pressure switch was fine. They make a universal switch. I never received promised estimates from ****** for follow on replacement. I was charged $99 for the work from horizon. My *** **** stated this is common fraudulent practices from horizon and they fix many units after they leave. I attempted to contact horizon for comment but they were not willing to talk. Contacted on 1/24/23. I am concerned for the elderly who may fall victim to this fraud.

  Business Response

  Date: 02/23/2023

  Thank you for providing us with an opportunity to respond to this complaint. Horizon Services takes all of their complaints very seriously. We reached out to **************** to review the services which were provided to him by Horizon Services. We identified a crack in the heat exchanger (picture attached). Our verification process is performed by camera inspection of the heat exchanger and also a second look by another tech to ensure we are providing the customer with all of their options to make an educated decision with regards to their HVAC system. All of our technicians are also trained to inspect and identify potential hazards by the Heat Exchanger Experts, a 3rd party company, to ensure we're providing the best and most accurate information for our customers. At the time of the service the 2nd technician was declined by **************** because he wanted to have the system inspected by a trusted HVAC technician of his choosing. We explained that we do not advise to run the heater for any potential safety risk, and we typically shut down the system for safety and liability since there is a known issue that we have identified. **************** understands our process but does not agree with our assessment based on the visit he had with another HVAC company. As a courtesy we agreed to refund the $89.00 **************** spent this visit and he's satisfied with this offer."
  
  *****************************
  North Regional Customer Relations Department Manager

• Initial Complaint

  Date:01/19/2023

  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 had a home heating system replaced in 2016 by First Class, *********, **. First Class has since been sold to Horizon Services.The equipment that was installed was manufactured by ******. The equipment has a 12 year warranty-one of the reasons for the choice of equipment. The heat pump has been replaced four times and is currently not working for the fifth time. All of the work and replacement has been covered by warranty satisfactorily. Compressor failure has been the cause multiple times. The excessive repetive repairs is a concern. The warranty period is getting shorter. **************** is unsatisfactory. Waiting time for a service technician is days to weeks. Updates on the status of the repair is not timely. The tech has to get approval to proceed. The company has to get approval for warranty. I understand there is a procedure, however during this time auxiliary heat is required at an additional expense. Here is a brief outline of replacement service. There were numerous part repairs besides the replacements. 07/26/2016 A constant replacement of units and parts is not resolving the problem. It keeps recurring. At this point, an entire replacement of the system should be provided to resolve the repetitive repairs.

  Business Response

  Date: 02/02/2023

  Thank you for providing us the opportunity to resolve Mr and *************************** concerns. Our Customer Relations manager was able to review their service history and make the determination on the next steps of action. On January 30th we were able to replace the entire system under warranty and followed up with them to make sure they were satisfied with the replacement. We consider this matter resolved and would like to thank Mr. and *********************** for their patience in the matter.

• Initial Complaint

  Date:12/06/2022

  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 have been working with Horizon on behalf of my 82 year-old mother and 79 year-old stepfather ******* and *********************** who own *********************************************************************. I was able to convince my parents to move to a senior setting last summer and allow me to fix up their house to sell it. Haverford Township did a pre-inspection for their required Use and Occupancy certificate and required that a check valve be placed on the basement utility sink drain. I discovered 12/2/22 that Horizon did not pull a permit when they did the work and the U&O certificate cannot be issued until they do. I informed Horizon immediately with a call at 11:08am. I requested a call back from someone in authority. I called again Monday 12/6 at 10:19am and requested a manager. I was told none was available. I asked again for a call back that day. I called again today 12/7 and asked for a manager. I was told none was available and they were all the phone. I offered to hold for the next available manager and was told I could not. I informed the representative each time that this illegal behavior of not pulling a plumbing permit is putting my elderly parents house closing in jeopardy. The representatives claim I must wait 24 business hours to hear back. In this situation, time is of the essence because the closing is 1/3/23 and the permit must be obtained immediately in order to leave time for Haverford Township to complete their process before the holidays. This company will not allow me to speak to anyone other than the first line phone representatives. A second issue is that my parents purchased an extended warranty on the **** Horizon installed. I have asked repeatedly for a copy of the warranty and have only been provided with a copy of the invoice and equipment list twice. I require phone contact with a manager to work with me until the permit issue is resolved and a copy of the extended warranty documentation is provided.

  Business Response

  Date: 12/29/2022

  Thank you for the opportunity to respond to this complaint. Our Plumbing Manager reached out to **************** in regard to this plumbing work for her parents' home. As of 12/9/22 we applied for the plumbing permit and were awaiting approval and inspection. On 12/16/22 the permit was completed; no inspection was needed, and we paid for the permit. We followed up with **************** once this was done and she advised there were concerns with the plumbing work leaking. She advised she would call us back when she was available or allow the new homeowner to call us to have this addressed under warranty. Our Customer Relations Manager also spoke with **************** on 12/8/22 and emailed her the warranty information for the **** equipment. After the permit was closed, we also called several times to follow-up about the leak and any additional information needed in regard to the warranty. We were unable able to reach **************** to discuss this matter further. We encourage **************** to reach out to us and we would appreciate the opportunity to discuss and resolve any outstanding concerns.  

• Initial Complaint

  Date:10/27/2022

  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.

  in 2016, I purchased a brand-new heating and air conditioning system from horizons. This came with a 12 year warranty parts and labor. It also included annual check up and maintenance for each heating and air conditioning. In the past they would schedule these check ups and advise me a few years ago they changed to where I have to call and schedule it . I contacted them on October 25 and they scheduled me for January 11. I advised this was unacceptable as the heating season has already begun . when I told her that they are advertising immediate appointments online she advised that they were booked up until January 11 also. I asked to speak to a supervisor and was advised they were not in. I called back a few minutes later, and spoke to Genevieve and I advised her that using a different address and name I was able to schedule an appointment the following week. She then assured me that the supervisor would call me by the end of the day. I received no callback, so then I called the next day, and spoke to Genevieve again who advised they would call me back .When no one called I called back Genevieve who promptly hung up on me. I subsequently called back and spoke to someone different and asked to speak to Tara M***** the vice president. After putting me on hold for over 10 minutes, someone came on and advised that it had been escalated to higher management and I would receive a call back within two hours. I have yet to receive a call back.

  Business Response

  Date: 11/16/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** to discuss this scheduling issue. We apologize for an inconvenience or delay in response and have addressed this matter internally. We moved **************' appointment up to 11/8/2022. We followed up with ************** after the visit as well and he was completely satisfied with this service and the resolution we provided. 

  Customer Answer

  Date: 11/18/2022

  [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:10/18/2022

  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.

  10/4/22 Horizon contacted to repair sudden pipe burst. Gary came 9:30 pm. Found source was cap that burst off of 1/2” *** pipe. Said he didn’t have that cap. He shut off all valves to our plumbing lines & proceeded to check which was the line to that pipe. Turned valve w key and water came out of that pipe so it was located. He marked our pipe diagram area & said he was shutting off there-don’t touch. Did not cap off *** pipe, charged over $360 for service that was incomplete. Water Co cleaned up water and then when I went to take a shower I found hot/cold lines were reversed re: shower handle. Could burn yourself as hot goes on first. Called horizon for Gary to return that Friday, 10/7 between 6-9pm. He called me prior to the Appt & told me to check other shutoff valve for on/off re shower to see if that helps. He wasn’t coming out & told me to call if it didn’t resolve issue. I called again the next week and explained my issues & concerns. Sent “I” out here from Horizon 10/13 unprepared to cap *** pipe. “I” checked lines in basement. I observed water coming out uncapped pipe up in Master! He saw it wasn’t capped but starts checking valves marked by Gary 1st tech; live & started water in MB down wall & into basement after I just had it done! problem w shower hot/cold never resolved, pipe never capped properly & water was just shut off @ main system for $360. “I” second guy played around with my shower handle taking apart items & then says he couldn’t get his hand in there to check cartridge/valve & was “afraid of breaking anything”. Couldn’t definitively tell me what was bad; happy to write me an est 4 repairs u can’t confirm. Over $2200 / told me:never emailed est. He left chip piece of tile & water damage; tried to fix *** pipe w/a shutoff valve instead of cap. Dangerous & not fixed. New guy came 10/17; unprepared to cap; says valve now leaks where 2nd guy toyed around. Nothing fixed! New est higher. Told him to go/Mgr to call asap! Nothing

  Customer Answer

  Date: 10/25/2022

  I am writing this evening to advise that my complaint (noted above) was handled by Horizon Services LLC today, 10/24/22.
  
  John, the plumber Mgr, told me that one of his most seasoned plumbers would be out today to address my issue(s).  Josh, the plumber, was fantastic!
  *** pipe was capped (hot and cold lines) and single faucet cartridge/valve was replaced (kit, I believe).
  
  I am more than pleased with the resolution today after letting Mgr, John, know how unhappy and disappointed that I was last week.
  
  Todays service was a 100 percent turnaround and I am confident in this service performed.  I can now say, without reservation, that they have earned my trust today and I would use them in the future. The issue is now resolved.
  
  They made things right and the Mgr stood by his word.  I'm impressed!
  
  Please let me know that you've received this message, in order to bring closure to my original complaint.
  
  Thank you!
  
  ***********************