Horizon Services

Svetlozar S.

Terrible customer service. Terrible dispatchers. Not to mention the plumbing techs not able to tell the difference between shared and not shared piping. Not willing to correct a mistake either. Leaving the job without a call or nothing.

Heather S.

The heat pump we just purchased from Horizon failed the simple, visual township inspection. When I called Horizon about this, the dispatcher was incredibly rude. From the very beginning of the phone call, he would not stop interrupting me, insisting I didn't know what I was talking about. We then had to call Horizon numerous times to get a response regarding the installation problems. Literally , no one would return our calls.

They initially sent a tech out who did not know how to repair the problems. Eventually, they sent techs out who observed that the installation problems were so extensive, they had to literally remove and replace most of the equipment they'd installed.

A main reason we'd purchased our Horizon heat pump was the salesman's assurance that it would be installed correctly. He told us 90% of heatpumps are installed incorrectly by other companies, but we could be certain that Horizon would install our unit correctly. He also told us the techs were highly trained, and customer service was excellent.

In our experience, none of that was true.

Blesie B.

They took care of our plumbing issues. The guy explained ro me what was wrong in our kitchen sink faucet and explained well my options for fixing it. I feel his honesty in all that he said and it is important to me. Thank you

John I.

Great service and Tom was very knowledgeable and pleasant. Worked on my heater & checked vents, thermostat , he made sure all was good
Great job & service! I was afraid of all the bad comments but all is well with mine so far!
Dia

Matt L.

Overpriced is an understatment

Oil Boiler went out in winter (of course) emergency call out on weekend / had a leak, of course ""it could not be repaired"" (later found out from diff HVAC that indeed it could have been easily repaired) Anyway I got talked into a new unit, reluctantly paid 18,000$ ($2,000 for chimney liner sub contracted out by Horizon the rest on boiler & instalation) later research found out the boiler itself was only 4-5K for the whole system, meaning they got me for 12,000$ for labor for 3 guys in about 6hrs!

Ok my fault not doing research in the short amount of time I had to make a decision BUT WOW that's obnoxious. At 100$ an hour it should have been 800$ x 3 x8hr day=2400$ so somewhere around 3-4k would have been resonable but 12k unbelievable.

This isnt even the worst part as bad as that was. The sales guy asked if I wanted a loan , of course i dont have 18k laying around, so i signed for a ""low monthly payment loan""

I should have looked at the fine print closer on the stupid I-Pad because what the sales guy had me sign was actually a credit card with a pretty big interest rate , and it was immediately maxed out so my credit plunged 75 points because now that cards credit to debt ratio was maxed.

Of course I'm partially to blame for not doing research on the parts (hard to do on a weekend with no hot water or heat in the middle of a feezing winter) and not reading the fine print for the ""loan"" but these guys use predatory tactics for sure.

would not ever use them again!

Arzo B.

Have been without heat for 10 days and still haven't heard back from them on a part they are still waiting for. With temperatures at their lowest in years and us getting tired of waiting we started to research the part they were having such a hard time (apparently) sourcing. Not only did I find the part at 4 different supply houses but also learned that they were charging us 10x the price. I completely understand that there is obviously a markup with the part and of course add in other labor and overhead, but $1400? Subsequently we hired a local family owned provider - not only did they source the part immediately and fixed it within 2 hours but they charged us 60% less than the Horizon quote. At this time, I STILL haven't heard back from Horizon. So happy we hired someone else...

John C.

As they acquire smaller businesses and grow, they somehow find more ways to be less responsive, more inept, and more sleazy. Their pricing has a name in the industry that I can't publish here, so let's just say, call somebody else, preferably a small mom and pop outfit that actually cares about you...

RM V.

Cancelled service at the last minute for an appointment that was made a week in advance. Second time this has happened to me with Horizon. They think nothing of forcing you to accommodate their schedule, while being indifferent to the needs of yours.

Kate J.

My heat went out and the place I called stood me up. Call Horizon and they were able to schedule same day repair. The technician still came out even though it was late in the evening. Price was reasonable and technician was very professional. All these negative reviews scare me but i had a positive experience and would call again.

Gary Z.

THREE STOOGES INSTALL AC UNITS.

Read my tale and learn why you should avoid Horizon for any job.

I know the AC unit in my just-purchased home may be on its last legs so I decide to proactively replace it before it fails. The sales person was good and personable. Seemed knowledgeable. That was the last one I encountered from Horizon who was.

On installation, the guys began their process by cutting the outside wire to the security system. They tell me that they will send an employee to make the repair another day. Later on my phone follow-up, they told me that they couldn't do the repair and that I should hire someone and they would reimburse me. Like I trust that.

After three phone calls and weeks of refusing their offer, I insisted to their customer service: You broke it so you fix it or hire someone to fix it. I shouldn't have to do more work because you messed up, and risk not getting reimbursed.

Back to the install. Installers come and install the unit. They have to run an additional duct for airflow (this is important to the rest of the story). We discuss placement. He offers to place it in a room where there is already plenty of airflow. I ask his reasoning. We finally agree on a spot that could use the air flow. It takes most of the day but they complete the install.

After they leave, I realize that part of the house gets a good flow of air, but the two back bedrooms are too warm...air flow is grossly uneven and doesn't make sense for one-floor air conditioning. I call customer service. They send a guy out. He looks and tells me it is the ductwork that is faulty. Why didn't I have a problem with the other unit? Why didn't anyone doing the original install say anything? I suggest that maybe, just maybe, they didn't hook everything up right. He leaves but unknowing to me, doesn't have the smarts to turn out the light in the attic on leaving. Days later I discover it on. Great attention to simple details. I place another call to Horizon.

Another more skilled guy returns with this last guy. He tells me that they don't do ductwork (which of course they clearly do since he added an air flow duct) but since he is here, he will try to fix one or two of the problem feeds. I ask how did someone not say something or insist that it would be a problem. How can they install a unit and not ensure it will cool correctly? No reasonable answer. When he asks the first guy for a screwdriver, the other guy needs to run out to the truck to get one (apparently, who would think ahead that they would need some basic tools to make the adjustments). During his ""repairs"" I hear him telling the first guy ""here's what they did wrong"" over and over. A teaching moment I guess. On leaving, he tells me that he can't fix all of them or he would get yelled at by work. But they do tell me that they now do ductwork or any work they can get and tells me it would be over $1200. I consider the quality of the work done thus far and tell them I'll think about it. Boy, will I think about it.

I call customer service and am told that I will get a call back same day, reminding them of the security camera situation. 36 hours later I call again and they explain that the lady handling my situation and her backup are both out and how unusual that is.

They have to order a new camera to match the one with the wire they cut. A week or so later, they schedule a guy to replace the security camera. Apparently, they cut the line at a place where they can't repair. He comes, but waits over an hour for another guy because he didn't bring an extension ladder to reach the second-floor location where it was mounted. The power of using logic to plan ahead for likely situations or even leaving instructions for the next guy.

Horizon calls to ask me about the service. I tell the customer service lady I have been dealing with everything. She's surprised at what I say. Tells me she will check into it more. And so I wait to hear back. And ....don;'t. So I call on a Friday. I call on the following Tuesday. They are really good at knowing my name and address from the caller id, but not so good at returning calls.
I wanted to wait just a bit until I post this review and hoped that they would do something, anything, to appear to be a responsible organization that was worth the money I spent. They are the furthest thing from that. Don't use Horizon.

Two weeks later, after ""Sandy the Customer service person"" told me she was following up, no call back after repeated calls to her. So I called the customer service line and got someone who doesn;t even know who works in customer service and can;t connect me. He suggests that I don;t hav ethe right name, and her name isn;t associated with my account calls....even though I talked to her.

Be afriad. Be very very afraid. Still working to get it all worked out.