Horizon Services

Amy D.

Weve had an absolutely horrible experience with Hirizon Services. We purchased the PPP Gold service agreement on 12/8/21 which includes ""priority service."" What a complete waste of money! Our furnace stopped working Saturday night. We were given an appointment between 10 pm- 2 am that night. We waited up half the night - freezing with no heat in the house; they never showed up for the appointment. We called the main number at 2:30am only to be told there was a ""mix up"" and their tech went home so no one would be coming out. The technician then called and said he had the part we needed on his truck and could fix the furnace in the morning. A technician came Sunday at 10:15 am and within 10 minutes advised us we would be better off replacing the unit costing anywhere from $6-12,000. My husband asked him to just replace the blower motor we needed; the tech said they'd order it and we'd be called Monday morning for installation. Note, we still didn't have heat; the temperature was in the 20's. The next day, I called three times and my husband called once. We were given a run around and lied to. One person said the part was ordered and they were waiting to receive it. The next person said they didn't know the status, another said they were trying to determine the part number so they could actually order it. Earlier they said it was ordered, it was not. We were told there's ""nothing more they could tell us"" and we'd just have to wait for the part- they'd call us when it arrived. Keep in mind, at this point we were without heat for two days with outside temp 30 and inside temperatures in the 40's. Tuesday - not a single call from Horizon. They knew we were without heat and absolutely cared less. We could no longer wait in a house with the inside temperature at 48 degrees for days. We called amother local company who came immediately, found the part and repaired our unit within a few hours and more than 60% less than Horizon's quote! Here it is four days later and still nothing from Horizon. Thank God we aren't waiting on them to ""find"" and replace the part. We feel they were hoping we'd say just replace the whole unit when we got cold enough. We should be refunded the cost of their useless service agreement. We did not receive the service they claim to provide when we purchased it. It is unbelievable to us how we were treated and how much they don't care if their customers are cold and without heat in the middle of winter. Do not use this company!

Londa 5.

I had a service emergency with my furnace. It was not turning on and the temperature outside was 15 degrees. I called Horizon at 5 :30 in the morning and they setup an appointment between the hour of 8:00 and 12:00 the same day. The technician arrive prior to 9:00am and had the furnace back up and running in no time. He answered all my question and was polite and friendly. Excellent service every time!

Jeffrey H.

My heater tripped a fault code for a high pressure switch failure. I reset the unit and got it working again, but decided it would be a good idea to call and have someone check it out and maintain the using as I knew it was 13 years old. The technician came out and told me that the error was likely due to top much gas being delivered to the system and that my gas valve was not adjustable. His solution was to close the ball valve to the the unit slightly to control the gas flow. He then went on to look at the electrical on the control board. The unit was functioning just fine at this point.

I left him alone for about 10 minutes and thought to myself, he should be done by now... When I checked on him, he told me that the unit was throwing 5 or 6 codes at him that did not make any sense and now felt that either the control board JUST failed, or the gas valve went bad while her was there. He was glad it happened while he was there....! He went on to tell me that he could not get the part I needed until the next day and wasn't really sure which one was bad, so it was going to be trial and error.

My options he gave me were:
1) pay $1200+ for a control board to install the next day
2) replace the unit for $12,000 to $20,000.

I chose option 1.

When he left, I now had no heat, a wife, a 70 year old mother in law and a 6 year old boy in a house that would make its way down to 45 degrees. As we sat around keep as warm as we could, I decided to look at the unit myself. Being an electrician, I have a basic understanding of wiring.... Something looked fishy with the control board... I swapped 2 wires that looked like they were in the wrong place and the unit only gave 1 error code not... Ignition failure..... NOT 5 or 6 codes...

I called another HVAC company recommended by a close friend. He was able to come out the next day. He told me that the gas valve is adjustable and that the previous technician closed the valve and stripped the setscrews... He was able to open them up and now the unit works fine again.

Now I have to replace the gas valve that was damaged, but it is 1/3 of the cost provided by Horizon.

It is hard to believe that a company would partake in this type of business... maybe I am too kind hearted.... or just plain naïve But it is clear to me, that the failure of the heater was manufactured by Horizon's Technician in an effort to overprice any type of repair.

I STRONLY SUGGEST CHOOSING ANOTHER HVAC COMPANY FOR ANY OF YOUR HEATING/COOLING NEEDS.

Jeff T.

Cancel the day before after scheduling three weeks ago. What a shitty way to run a business.

Olivia H.

My thermostat was not providing the heat that I needed and I called horizon for services. The first tech they sent was Gabriel. He was good, tried his best to fix the problem but after being at my home for over 2 hrs, he didn't know how to turn my boiler back on.(which was on when he arrived) he had to dispatch a senior tech to come look at it which couldn't be done until the next day. Ok, Day 2 and the senior tech arrives and my husband shows him our thermostat that we had prior to the one Gabriel installed and he looked at it and said the thermostat is not responding to my boiler because it's not compatible.... He goes to his truck and brought back the Honeywell that we originally had and installed it, and tell us that our system should be back to normal. No testing, nothing. 20min after he leave, I noticed that it's getting extremely cold in my home while my thermostat is on heat and immediately call the office to inform a rep. They told me that the senior tech was home and that they were gonna put me on an emergency list and someone will be out to my home, but it's gonna be late and I agreed. At midnight, Ronald Cook arrived to my home. And I'm thinking he's gonna be quick to dash being it was late and he probably was gonna be tired but to my surprise, Mr Cook was full of life and ready to get to the route of the problem no matter how long it took. He was so knowledgeable and took his time to listen to what my problem was. He checked my heat pump and immediately found the problem. He went above and beyond to make sure that my system was responding to commands and went into my settings and fixed all the errors that was not set inside my settings on my thermostat. He waited to make sure my home was heating up and told good life stories to me and my husband while we waited. He even stated that his birthday was the following day and how he was just happy to have a job the he loves. Ronald deserves all the best to offer from this company because he really take time to insure that customers are happy. We really appreciate him

Tom H.

After jumping through hoops to reschedule my cancelled Service Visit, Horizon Technician, Christian Misar, arrived as expected within the appointed time window! Chris was timely, polite, professional and he took the time to throughly check over my two heaters systems. He took the time to explain what he was doing and what he was finding! Upon completion, he review all of the test parameters in a pictorial manner and provide a complete and concise explanation of each of the results!

I would highly recommend Chris and would welcome him back into our home for next year's preventative maintenance of both of our heater / AC systems. Thank you Chris for a great job!

PS: their management team could learn from their technicians about quality customer service and communications! I'm still waiting for their business manager, Charlie H. to call me back regarding their untimely cancelling my last service appointment! Please read my previous review for more details...

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.