Horizon Services

Audrey B.

My garbage disposal had a huge leak, and I used Ez book to book an appointment. Service was timely, but i had major sticker shock. Getting a disposal replaced (that I supplied) and getting a drain cleaned cost me over $1000. Im all for paying for service and have no complaints about quality or timeliness but I definitely was so surpised for the high fee. Because i just needed it done now and was super busy, I'm sad to say i paid it instead of getting another quote or trying to DIY. this was an expensive mistake i won't make again.

Allison H.

A follow up to my previous review - I was reached out to by the President of the company (or maybe a bot) asking me to get in touch with customer service. I did that. The conversation boiled down to I'm paying $17,000 for a good warranty; ""most companies don't offer a warranty"".

The one thing gained was that the rep could see from the record that I needed an additional service and would I like to schedule it now? News to me - the last service tech (the third to address issues since the install) told us that he found the issue and that the next time we turned on the AC it would be working. It got colder outside after that so we weren't able to test it out.

The customer service rep told me that the issue still needs to be fixed and that nothing was repaired because, according to the notes, it was raining too much.

I scheduled service to be done Thursday (4/27) between 2-6pm. At 5:45pm I called to see if we would be expecting anyone to come out. Dispatch told me the technician is finishing a job in Pottstown (45 miles away) and then would be on his way. I told her that wasn't going to work since he would be arriving at 7pm or later.

I understand there are extenuating circumstances but...could I get a call at least?

I rescheduled for the following night 2-6pm. 6pm arrives and nobody ever came. To be honest I didn't even call after that.

I received a call this week asking how my service was...told them nobody showed up...two days in a row. Rescheduled for yesterday - someone showed up! Appears as though they fixed the problem.

The customer service rep I've been dealing with called to tell me that she was able to go to her higher ups and could offer me $250 dollars. I'm not going to say no to money, but the offer was so insulting that I could barely answer.

She requested that I update my previous post so that the public would know that Horizon reached out to me. So, here you go. Horizon reached out to me.

At this point, I think my request would be to have someone come out, rip the entire thing out of the ground and call it a day. I would prefer to never see the name Horizon again.

Please don't get caught up with this company, it's just a bad idea.

Scott D.

Twice in the last week I have made my plans around a scheduled air conditioner service. Both times now it has been cancelled by Horizon an hour before service was due to be done.

Diane P.

Customer Service for Horizon responded after seeing our review on Yelp. She listened to our concerns and was hoping we would continue using them. Presently, we have hired someone else. We explained that a 4 hour window is too long to have customers wait, especially when a technician doesn't arrive within that time frame. We understand that sometimes they don't know how long a job will take. Perhaps they don't have enough staff. The Customer Service representative gets 4 stars, since she was very understanding and wanted to help us.

Kat K.

I will never use Horizon again after our experience with their HVAC team. I booked an appointment for a smart thermostat installation in January. The technician that came out messed with the wiring for a while on our indoor units and thermostat, and, after a couple hours, ultimately came to the conclusion that our smart thermostat was broken. The regular thermostat that had been installed worked with the heat, so he suggested we order a new thermostat and install it ourselves. When he left, the regular thermostat remained in use. This part was fine, as the wiring was supposed to be set up to make it simple to put a new smart thermostat on and saves us money to buy it elsewhere. So, we buy a brand new smart thermostat and install it, still working fine with the heat. However, we have discovered in the warmer months that the A/C unit outside would not kick on. The indoor unit would run, the thermostat (we tested both the smart and regular thermostat) registered that it was trying to cool the house, but the outdoor unit just wouldn't cooperate. My husband suspected this was a wiring issue near the indoor unit, as the outdoor unit had power running to it, is less than 1 year old, and the thermostat wiring was correct. We decided to go with a different company to see what the issue was. The other company diagnosed and corrected the issue in less than an hour, and verified that the thermostat wiring was correct and the wiring by the indoor unit was not. The technician from Horizon came out here and messed up the wiring and left us without A/C and without the working smart thermostat. I'm starting to wonder if our initial smart thermostat was not broken, and if we spent $200 on a new one for no reason AND we paid Horizon $300 to come out here, only for them to mess up what was working correctly before they got here.

TL;DR- We spent a total of $500 for Horizon to simply install a smart thermostat on a perfectly working, brand new HVAC system, and were left with no smart thermostat and no A/C. We spent $500 to have someone come out and mess up our HVAC system and then had to pay a different company to come fix it.

uuuuu i.

Just spent the most frustrating 20 minutes on the phone with arising services of New Jersey. Want to get a new hot water heater, they can't give any information on the phone. Literally can't tell me what brand of heater they use, what length of years on the warranty (if any) the heater would have, how much they charge per hour or job or anything. They want to charge $89+ tax to have me have them come out and possibly tell me they'll charge who knows how much to do the job (I actually asked them if they could at least say that it was under $3000 and they could not do that, and all I was asking for was a guesstimate, not a guaranteed quote for replacing a hot water heater that was last replaced 10 years ago).

terrible customer service. I have numerous properties that have been serviced by them over the last 10 years. No respect. I will be sure to explain to everyone they best stay away from this company. I don't know what changed there but be wary.

Scott S.

Good if you have money to burn.

For my Boiler/Hot water heater:
Option A- they recommended REPLACEMENT for a 10 yo system LOL
Option B - $3400 in parts and labor- and they did not want to discuss the parts/labor breakdown of the line items.

I fixed myself in 1 hr for $70 in parts.

Horizon even specified an air bleed process for $1200 - which my system does automatically.

They couldn't even get their quote correct - written estimate was $1200 lower than tech's correct verbal quote. 5 calls later, I still don't have the corrected in writing.

Elizabeth P.

Update - A representative finally reached out and apologized as well as offering a discount. I am just happy someone reached out.

Sheri U.

Beware of this company! Go somewhere else!! Wish I could give it zero
. Our unit ceased working and upon reading the google reviews, we called Horizon to have our house assessed for the new unit.our home was evaluated by Tony Gonzalez, a 'Comfort Specialist manager' forHorizon
The following day our installation techs, Steve, and Dave, began the installation and worked into the following day. Upon completion of the installation, it was suggested we have our air ducts and vents cleaned to increase the unit's efficiency, so we scheduled the service call.
The following week, our air ducts and vents were cleaned as suggested. Almost every week we called the company with issues with the system and each time we were informed to ""allow another week or two before addressing the issue again"" with Horizon. Each time Horizon made a service call, their service did nothing to improve the situation. When they arrived for the call, we watched them and all they did was open the unit and then leave fifteen to thirty minutes later. After each service call, they again told us to give it more time. Each time they came out we were charged a service fee of $95.00.
Each time we called customer service the representative assured us they would submit a request with the billing department to send a copy via email. We have yet to receive the bill for payment, and it seems it was ignored so interest could indeed accumulate.
When the technician came we were informed that there was no power The Horizon technician, Jermaine, tried to put the blame on the electrician who came to change the lights in the basement, where the unit is located. The electrician did not touch the unit. However, the Horizon technician was standing around preferring to blame the electrician before even checking to see if there was an issue with their system. After thirty minutes left but not without charging us with another service fee.
They were unable to determine which switch the installer had assigned it to since the installation tech mislabeled it on #15, when it was revealed to be #13. After determining the issue, the electrician informed me that the issue had to do with the system not him and left. Immediately, Robert Rivera, the Horizon technician began to shift the blame back to the electrician.
Initially, Robert refused to open the fur ace just like the previous technicians. If the first technician opened it the first time, they might have been able to resolve the issue and avoided the unit burning up. It is very clear that Horizon has been giving us the runaround and at the least very unprofessional. Robert left to pick up an item and came back within fifteen minutes, he informed me that the whole unit is completely broken, and it would require a new unit and that we would have to pay out of pocket on top of the $26,000 we already owed. He stated that the smell that omitted the night before came from the unit, and it was because the whole unit was burning for whatever reason .We asked to speak with the operational managerwe spoke to Marissa, Horizon Customer Service Manager. Marissa emphasized that the removal of the unit is out of the question and that they would like to send a senior warranty technician to evaluate the whole system. we waited for the technician that Marissa scheduled to come to our residence, but they were a NO-SHOW. We called the company once more and spoke to Chris Reesey, operational manager, who claimed that he was not aware of our issues. After we summarized the issues, he stated he was not aware of our issues and that Robert Rivera was a Senior Warranty Technician and that Mr. Reesey knew our case based on his notes. He stated that there two issues: 1) electrical and 2) cooling. We disagreed and informed him that it was one issue from day one. The unit was faulty, and Horizon was persistently trying to dodge their responsibility to properly install and service the unit. It is our understanding that based on the information from Robert Rivera, they cancelled the visit for the new technician and chose not to notify us. We informed him that when Jermaine came, we discovered that their junction box did not turn the switch for the unit on but rather was for turning on the basement lights. Worst customer service ever! Our unit is still broken! Never resolved so now in process in hiring a lawyer. Please beware of this company!!!

Gregg C.

I love this company and have been using them since they installed my HVAC system a number of years ago. We are also Preferred Partner members. So why a 3 star review?

On August 18th, I scheduled my winter service check up. It was set for 10/17/22. I got the emails and texts confirming the appointment even as late as the evening of 10/16. The morning of 10/17, after taking off from work to meet the technician, I got a call saying I need to reschedule my appt since there are many customers who have no service and they take priority. They rescheduled my check up for 12/1! I asked them if they knew about the backlog for so long, why didn't they let me know earlier...or did it just happen overnight?

Hope they earn a 5 star review from me again like I usually give them, after my Dec 1 check up. Hope they don't 'forget' my appointment.