Horizon Services

Richard B. W.

Long-in-short, customer of theirs for several years with maintaining my heat pump but dropped them for MoreVent.

It wasn't the sales techs that always push maintenance agreements. It wasn't the petty charges (one proposal included an estimate to remove a deceased mouse that had gotten into the heat pump... which I would have simply picked up and tossed into the woods before they closed it up had I been made aware).

What was the straw that broke the camel's back was after the most recent visit, we had agreed for Horizon to call me the Monday after the appointment to discuss new heat pump options - I was finally ready to buy a new system. Monday no call. Tuesday no call. I call Wednesday multiple times but gave up after waiting more than 5 minutes each time (so much for having the ""service plan"" for ""priority service"" -- which they recognize you by phone # when calling so not sure if they are unable to prioritize existing customers on inbound calls or not). I take to online chat and the person/bot said not to worry and they'll have someone call me right away from a specific number. I get the call and pick up -- more hold music... after waiting some more, it was evident I was simply placed back in the queue. Someone eventually got back to me while I was in a meeting (of course) so they left me a VM saying there is about a 30min wait time when calling in and I just need to wait it out. Forget that. Put a few RFQ's out to other service providers and got a flurry of responses. MoreVent responded within 15 minutes and had convenient evening availbility within the next day or two. They installed a new system the following week. Sorry Horizon, you had your chance.

I provided honest feedback to Horizon (they asked in an appointment follow-up email) and I let them know what was going on.

My mistake, and the actual prompt for this review --- Horizon has been calling me now multiple times a day, but only ringing once and then disconnecting. I actually got to pick up before the call dropped but they still hung up. I would have saved them from this scathing review but I shouldn't have to block the number of an established business.

For me, the sun has set on this horizon.

Warren P.

Scam artists. I had a 4 year old
Boiler with a minor problem, they wanted to sell me an entirely nee system.
I'd be willing to bet, most people had a new system installed by horizon. I'd also be willing to bet that the system that was replaced did not need to be replaced.

Darren G.

DO NOT USE. DO NOT TRUST THEM. Called for an annual heater check up. Technician flat out lied about a CO reading from the heater and said we had a bad heat exchanger. Told us that the CO level was 142 and he ""wouldn't turn it on but to heat the pipes"". Smelling something not right because he didn't formally demission the unit or really even mention it in his report other than to list the 142 number - we had the installer come out to visually verify the exchanger and said there was no problem (CO level = 26ppm). Had a third company out (CO=18ppm) to verify. Turns out the other companies said they deal with 4-5 of these complaints from Horizon every month. They pay techs on commission. Turns out they took the CO reading right at the turn on instead of at a steady run state. Will never, ever use them again and will tell everyone about this story. I know I'm not the only one they tried to use scare tactics on.

M N.

We turned the heat on for the first time this season and our furnace would not stay on. We scheduled an urgent service appointment for the next day between 4-8pm. No one showed up by 8pm, and no one contacted us. We called Horizon and they said the technician was 45 minutes away and still working on another job. Instead of having him show up after 10pm on a weeknight, we just rescheduled for the next day, again between 4-8pm.

We then repeated the same story the next day. No one showed up by 8pm, and no one contacted us. We called Horizon, and we got a similar story about the technician being on another job, at least a half hour away. We just canceled and went with another company.

I understand this must be a busy time of year, but if a business can't even come close to a scheduled arrival window two days in a row -- especially for ""emergency"" service -- that's a problem. And the complete lack of communication certainly didn't make it any better. We're not willing to get burned a third time, so we found another local company that will get our business moving forward.

Rick G.

My last job started off rocky but Joe our technician got the job done and quickly. He explained what was to happen. This was a fairly straightforward job. It was done in a little more than an hour and used few parts.
The cost of the job was pricey. Not having a rough estimate in advance puts the custmer at a disadvantage. Once they are at your house, your most likely not going to send them away and if it were an emergency, you definitely wouldn't.
I would give the technician 10 stars for the job they did. The company is easy to reach and they react but their pricing can be sticker shocking. I plan to use them in the future but will consider alternatives. I would like to be a loyal customer but fear they will price me out

Paul F.

I had a service technician(salesman)at my house Wednesday evening.The ductwork and equipment were unloaded by 7:30Thursday morning.
I am having buyers remorse,having overpaid for this Lennox unit installation.I am not happy.
We are not starting out on the proper footing for a product I want to stand up for a long time.
I want to talk to an actual person,not some answer bot.

Bernadette B.

Very happy with their techs. They are very knowledgeable, very friendly and respectful. We're new customers and will use Horizon services again.

Stanley K.

I will NEVER use Horizon again. They have charged me $500 for a part that costs $85 on amazon.

Michael M.

Be careful when setting up an appointment with is company was told over the phone that they could not give pricing over the phone to install a smart thermostat. They would not even give me a starting or a max price. All they wanted was there dispatch fee for coming out. Was told over the phone that would be $79 but then was told $95 when they were here which I refused to pay bc all the info they gave me they could have easily given me over the phone. The service tech that came out even said I don't know why they waste everyone's time by doing things this way. They wanted to charge me almost $2,000 to install 2 smart thermostats. Which would have only cost $400 to purchase the thermostats themself. I understand there being an installation fee but come on over $1,600 is a little crazy to me. This is why they would not give me any info over the phone. I understand the tech being frustrated as I can see this happening all the time to him but he then send me and invoice stating I was very rude which I was not at all I was just calling his company out for overcharging people. After reading the reviews I can tell that I am not the only one that this has happened to. I just want with Horizon because the Previous homeowners had them install the HVAC systems. Which now looking at past receipts they to were over charged. Over $20,000 for 2 Systems. I learned my lesson today to go by what people tell you about a company. Very disappointed.

Mirriam L.

Our hot water heater tripped, unfortunately, we don't know much about water heaters so we called Horizon. We have mixed feelings because one technician was stellar, while the other was not so much. We probably can't even call the second guy a technician because of his poor service, lack of knowledge, and demeanor. Caleb was our first technician and was very knowledgeable, understanding, patient, and explained everything very well. He made us feel comfortable in trusting him to let us know what was wrong with the water heater. Gary was our second technician who came out the next day because we were having water pressure issues. Gary came into our house, did not touch the water heater whatsoever, took a 2-second glance at our water heater and told us we had to replace the water heater completely. We were in disbelief because the day prior, Caleb had told us everything was working okay. Instead of telling us potential causes for decreased water pressure throughout our house, Gary was lazy and just wanted to make some extra money and told us to replace the whole system (a not so cheap procedure). After he left, my family and I did some research and flushed the water heater out ourselves and was able to fix our water pressure problem. Gary would've made us spend nearly $6,000 for a new water heater. Unbelievable. HE PERFORMED NO TESTS! JUST A GLANCE. In one word, we felt disrespected.