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:01/14/2025

  Type:Billing 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.

  Context: I purchased a Lennox Heating & Air Conditioning system from Horizon in 07/22/2022 with a retail price of $23,000. First issue summer 2024 when trying to get my system maintenance. The appointment was cancelled at the last minute by an extremely unprofessional associate, so much so, that the company gave me a free 2 year maintenance contract as compensation. Current issue: trying to use that maintenance contract. Called 10/4/2024 to schedule service & was told first available appt 1/1/2025. I reminded the associate that this is New Year's Day, and confirmed again that it was available. On 12/17 received a call from another associate that 1/1/2025 is a holiday & as such is unavailable for anything but emergencies. After expressing my displeasure, she said I could be rescheduled to 1/10/2025. I received several emails & texts reminding me of this appt, & received email confirmation from Horizon on 1/9/2025 that my appointment was confirmed with them. On the day of my scheduled appointment, 43 minutes before the beginning of the window provided, I received a call from another associate stating my appointment would not be possible & I would have to reschedule yet again. After explaining all of the above to the associate, including that they waited until I got home from work (that I took off to be at the appointment), I am now having trouble with my system that they have pushed off maintaining, she told me they could come out to address the problem, but would not perform the maintenance. That makes no sense. They would already be there, and I've now had to wait 3 months & 10 days, but you still can't maintain my system? I told her I wanted to escalate & speak to her supervisor, she told me there are no supervisors to speak to & I would have to wait 24 business hours when the supervisor would call me back which has elapsed (3 days & counting) without callback. What good is an appt or maintenance contract if the company won't honor it and actually show up?!

  

  Business Response

  Date: 01/17/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager spoke with Mr. ******** regarding the rescheduling of his maintenance appointment. We apologized for the inconvenience and rescheduled his appointment for January 20, 2025. Mr. ******** appreciated our follow-up, and we assured him that we would address this matter internally. He expressed satisfaction with our response and our efforts to resolve the issue. We will follow up with Mr. ******** after his appointment to ensure everything has been resolved to his satisfaction.

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 22805087
  

   

   

   

• Initial Complaint

  Date:01/06/2025

  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.

  On 1/2 our 6 year old furnace we purchased from Horizon had a heat exchanger fail. The part is under warranty and we would told it would need to be ordered. It has been 5 days me and my family have been without heat and temperatures have been below freezing. I have made multiple attempts to get updates but every time I am told there is no update at this time. I have asked to speak with a manager and I was told that is not possible. I am unable to seek repairs from another HVAC company because it will void the warranty. I need help and Horizon does not want to help or provide any updates to fix my issue that they are responsible for.

  

  Business Response

  Date: 01/16/2025

  Our Customer Relations Manager made several attempts to contact Mr. ***** regarding the replacement of his Heat Exchanger. We were able to complete the repair on January 7, 2025. Following the completion of the repair, our Customer Relations Manager also made an effort to follow up to ensure everything was functioning properly; however, we were unable to reach Mr. *****. We kindly encourage Mr. ***** to contact us directly should there be any remaining concerns or if further assistance is needed regarding this matter.

• Initial Complaint

  Date:11/18/2024

  Type:Billing 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.

  Horizon sold us a Lennox XP-20 Heat Pump in May 2017. In 2020, the copper evaporator coil failed-a known defect for this make and model (reference Lennox class action suit 2007-2015). As we have a 10 year warranty, Horizon replaced the coil but had to use the same copper coil that was subject of said class action suit. We have experienced consistent service issues with Horizon canceling our twice yearly maintenance appointments that we have scheduled weeks, sometimes months in advance yet their website consistently and falsely advertises same day appointments. Horizon has engaged in deceptive trade practices by claiming to help customers maintain these costly units but fails to meet those promises-leaving customers vulnerable to voiding of warranty through lack of maintenance or the very least, costly repairs. Our Nov 18 10am-2pm appointment was cancelled even though we confirmed it on Sunday Nov 17 at 4:00pm EST. We were offered a Dec 21 rescheduled appointment when we are not available or "standby". This is unacceptable. You can see from our attached service record that we have not been able to successfully have our service visits completed twice per year. If you do not wish to maintain HVAC units you sell for thousands of dollars, clearly state to customers that when you sell these units.

  

  Business Response

  Date: 11/27/2024

  Thank you for allowing us the opportunity to address this matter. Our Customer Relations Manager has personally spoken with Mrs. **** regarding her concerns about scheduling. We sincerely apologized for the inconvenience caused and took immediate steps to reschedule her maintenance appointment, ensuring it would not be altered again. Mrs. **** expressed her satisfaction with the technician's service and appreciated our efforts to resolve the issue promptly. We remain committed to providing excellent service and have encouraged Mrs. **** to reach out to us directly should she have any concerns in the future.

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. I sincerely appreciate the Customer Service Managers prompt response, especially in light of the fact our Lennox heat pump unit did require a warranty repair that was detected during the maintenance visit. She also followed up to ensure that was taken care of as scheduled. Dispatchers should not be allowed to cancel appointments at will, especially on a Sunday evening for a Monday morning appointment. I also thank the BBB for their support in this matter as well. Regards, Complaint ID: 22570102

• Initial Complaint

  Date:10/12/2024

  Type:Billing 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 a customer of Service **** which is now Horizon Services and for the last 3 years I’ve made appointments way in advance and they always cancel appointments the day they’re scheduled to come out and do maintenance service. I made appointment on August 27,2024 for October 12,2024 from 8-12 AM. They called around 10:00am telling they would not be coming due supposed emergency call 3 years in a row. This is poor customer service Dispatcher ****** has to be the worse. She is always the one that calls. They always advertise on time service and customer service. Something is wrong with this company always trying to sell us products that are not needed and some poorly trained employees

  

  Business Response

  Date: 10/22/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has reached out to Mr. ****** regarding the scheduling of his maintenance service. We sincerely apologize for any inconvenience caused and have rescheduled the appointment to a date that is more suitable for him, which is set for November 2, 2024.
  As a gesture of goodwill, we have offered Mr. ****** a complimentary year of our maintenance plan. Additionally, we will follow up with him after the service appointment to ensure that he is fully satisfied with his experience.

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22414595

   

   

   

• Initial Complaint

  Date:07/17/2023

  Type:Billing 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.

  Horizon will not honor a 12 year warranty with my Lennox air conditioner. First you have to have maintenance done every year at a cost of $148 per year. The service does not include any filters which they want to replace for $275 each. If you don't do the maintenance and buy the filters every year, then Horizon claims that is neglect and abuse to the air conditioning system. No matter what the problem is with the air conditioner, the neglect claim by Horizon will instantly void the warranty and any chance of having warranty work done. If the power takes out a component, then the excuse is "An act of God" and again not covered by warranty. If thats not enough, the Horizon technician misdiagnosed and problem with my system and said my main control board was bad and again not covered under warranty. That board was $450 from Horizon. Since Horizon claimed voided warranty, I replaced the board myself. Upon replacing the main control board, The problem was exactly the same. A google search was point to the blower motor as the cause of the problem. I called Horizon and asked for a second evaluation. I was greeted by a warranty technician that promptly said my system had been neglected, an act of God for the original problem, and now since I changed the main board under the misguided direction of the original technician, I've voided all warranty past and present. Horizon is preloaded with all of the excuses NOT to perform any warranty work. Horizon wanted to perform non-warranty repair of the blower motor for $2500 plus service call charges. I was forced to repair the AC myself. I installed a new blower motor for $249 and a couple of hours of my time. Problem solved no thanks to Horizon Services. I purchased my AC system from Horizon new with the promise of a 12 year warranty. Horizon now refuses to honor the warranty. I have a worthless warranty and promise from Horizon. Im asking for $2500 for my parts and labor to repair my AC unit.

  

  Business Response

  Date: 07/28/2023

  We're extremely sorry to hear of Mr. ******'s warranty related items. We are reviewing the warranty originally purchased with the 2014 install of his AC, and will reach out to rectify the matter. 

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20332138

   ><><><><><><><><><><><><

   

         To this date, Horizon has not offered any resolution to the issue at hand.  "We will get back to you" is not a resolution.

   

   

   

   

  

  Business Response

  Date: 08/30/2023

  Thank you for providing us the opportunity to review and respond to Mr. ******'s concerns. We have attempted to make contact with Mr. ****** to discuss, and let him know we will continue to honor their warranty and apologize for any confusion in the matter. If Mr. ****** would like to futher discuss the matter we encourage him to reach out at his earliest convenience and request to speak with a Customer Relations Manager. 

• Initial Complaint

  Date:08/27/2022

  Type:Billing 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.

  Horizon is utilizing false advertising. A billboard on Rt 13 in Sussex County is boast in large letters that they have 1 day service. Their website states same day or it free yet when I attempted to have them come out on a Saturday the earliest they could come was the following Tuesday. We also had a contract with them for our HVAC system, at that time so it was a bit of insult to injury. Despite request a callback from a supervisor none was received. If that is their turn around time that is fine but quit lying about it to consumers and giving false expectation.s They can certainly pay for the service charge I had to pay to get same day service with another company. $75.00.

  

  Business Response

  Date: 09/08/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Mr. ******* to discuss his concerns. We do have the offer 'Same Day HVAC Repair or it’s Free' with the disclaimer that the dispatch or trip charge will be refunded in the event that we are unable to substantially complete (in working order) the repair prior to 10:00 p.m. on the same weekday the service was initiated as scheduled. In an effort to resolve this matter with Mr. ******* we offered to reimburse the amount he'd paid for his service contract with us. He is satisfied with this resolution.

  Customer Answer

  Date: 09/13/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me however, the business should clearly communicate the details of their "same day service" as it is not same day.  

  Regards,

  Complaint ID: 17785157
  

   

   

   

• Initial Complaint

  Date:07/26/2022

  Type:Billing 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.

  Identity theft. May 22nd, 2022, representative **** came to my house, give me a quote and informed me about 6 month no APR financial option with Synchrony Bank. Later, we decided to cancel the service within the three day cancellation policy. A few days later, I received a CREDIT CARD from Synchrony Bank. During our conversation on May 22nd, **** did not mention anything about a credit card, I did not give my permission to apply for a credit card. **** applied a credit card for me without my permission. Now the credit card shows up on my credit report and is affecting my credit.

  

  Business Response

  Date: 08/05/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to discuss this matter with Ms. ****. We apologize for any miscommunication between Ms. **** and our comfort consultant in regards to the financing application being submitted and line of credit being opened upon approval. When a line a credit is opened through Synchrony Bank a credit card is sent to the applicant. We offered to write the customer a letter to provide to the credit bureaus to have this inquiry removed. She declined at this time and is working on a dispute with Synchrony Bank. Ms. **** advised she will reach back out to us with any further questions or concerns. 

• Initial Complaint

  Date:07/12/2022

  Type:Product 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.

  Salesman/technician who visited our house charged us over $4,000 for an undocumented "warranty" that we did not request or want. There are no supporting documents or terms for this "warranty," and we were not given any right of rescission under Pennsylvania law. We called Horizon within three business days and requested that the warranty be cancelled, but Horizon refused. We offered to pay for all work done, less the charge for the warranty, and were told that there is no price for Horizon's services without the warranty. We still have no documentation for this warranty and do not want it.

  

  Business Response

  Date: 08/03/2022

  On June 16, 2022 Horizon Services was called out to Mr. ******’s home for a water heater replacement. We provided options for the the water heater packages we can provide. Mr. ****** chose the 75 Gallon Natural Gas Water Heater. Horizon Services charges by the job, so our price is all inclusive of the parts, labor, warranty and value of our services in this cost. The chosen package includes a 10 year parts and labor warranty, shut off valve, expansion tank, and water cop leak detection device. Our Customer Relations Manager reached out to Mr. ******  to discuss the pricing. As a courtesy, we agreed to a partial refund and reduced the warranty to 6 years part and 1 year labor. Mr. ****** advised he is satisfied with this response.

• Initial Complaint

  Date:05/20/2022

  Type:Billing 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.

  Horizon Servies (hereafter, Horizon) installed a water line to replace the existing line into our house in 2014. In 2019 I noticed water intrusion into the basement where the water line enters through the wall. Horizon came out and tried to seal the wall three times in 2021. After their third failed attempt to stop the water intrusion they (Horizon) contacted Tru Basement Waterproofing [TBW} of Ambler Pa to fix the problem. TBW submitted a proposal that Horizon refused. TBW then submitted another proposal and Horizon would only agree to a portion of that proposal by TBW (their chosen contractor) to seal the wall. I paid for the refused portion of the second proposal (I.e., the installation of a sump, sump pump and French drain). I told Horizon that if the sump pump did not pump (i.e., if it were not needed) that I would assume the cost of this work but if it did pump (i.e. proved to be a necessary part of the solution) that I would expect them to pay for it. The need for the French drain, sump, etc. has been proven that it pumps 2-4 times per hour during heavy rain events. If it were not there the sealing of the wall would only divert the water under the basement floor and cause other problems. Horizon is insisting that they will pay only for the sealing of the wall that simply redirects the intruding water rather than including the sump, etc to remove the intruding water caused by the poor compaction of the soil around the line they installed originally. Further, while I appreciate the efforts by Horizon, I believe they have tacitly admitted the problem is caused by their work because they agreed to fix the problem, failed three times, and then would not accept the recommendation for remediation recommended by their chosen contractor.

  

  Business Response

  Date: 06/01/2022

  Thank you for the opportunity to respond to this complaint. Horizon Services takes this matter seriously. Horizon was contracted to install a new outside clean out, jet the sewer line, install a new ¾" water service, and seal the foundation was with a wet plug. The contract also states that if the foundation wall were to leak in the future we would only return once to reseal. (Please See Attached Contract). We did come out to Mr. *****'s home several times in 2021 to patch the wall but were unsuccessful in resealing where the water service goes through the basement wall. We reached out to a company that specializes in waterproofing to give us a quote to get this area sealed. The waterproofing company provided us the quote to reseal and also recommended the customer get an additional sump pump and French drain to make sure take care of any moisture issues Mr. ***** has in his home. We advised the waterproofing company and Mr. ***** that we would only be responsible for the resealing where the water service goes through the wall because that was the only part in relation to our work. Mr. ***** feels that we are responsible for water coming in from areas other than where the water service goes through the wall. Any water Mr. ***** is getting due to heavy rain events is outside of the scope of our work. There is also no evidence of poor compaction of the soil around our line.  Our position is that this is not caused by the work that we performed.

  Customer Answer

  Date: 06/14/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  

  I do not agree with the answer provided by Horizon Services.  While the contract does indeed state that they only have to make one return visit, it is difficult to believe that any return visit that does not ameliorate the problem would be counted.  Horizon sent their people several times but never fixed the problem.  The problem was resolved done by their chosen contractor, i.e. Tru Basement Waterproofing, but Horizon was only willing to pay for the symptomatic relief of the leakage not the root cause.  The portion of the work that Horizon paid for merely diverted the leakage but did not stop the water from coming to the wall which is the root cause of the problem.  The work I paid for (the French drain, sump and sump pump) are a necessary portion of the repair to move the water diverted to the French drain away from the house.  This is indicated on the work order from Tru Basement Waterproofing that is attached.I was told by Tru Basement that this was a necessary part of the fix and agreed to pay for that portion of the work to get the solution implemented.  I did tell ******* of the Horizon Concerns Department that if the sump pump filled and emptied I would expect that Horizon would see the necessity of the sump pump system and thus be responsible for the cost.   She understood but made no commitment.All of this work was done to avoid literal destruction of the front porch that the installed pipe runs under.  A conservative estimate of this solution was $15,000-20,000.  As Horizon was intransigently determined to only fund the symptomatic relief I paid for the sump pump system as I knew it was necessary as has been proven by the filling and pumping of said sump.At this point I am only asking for reimbursement of the $1,800.  Note on the attached work order that the point of this work was to “clear water around repair of sewer line.”  Note all this work was around the installed water line not a sewer line.  This is a simple misstatement but all know that this work was done were the 3/4” water line was installed.Sent from my iPadPlease blame most typos on autocorrect

  
  

  
  
  
  Regards,

  Complaint ID: 17236210

   

   

   

  

  Business Response

  Date: 06/14/2022

  We followed up with Mr. ***** and came to an agreement for reimbursement in the spirit of compromise. He is satisfied with our response at this time. 

• Initial Complaint

  Date:05/20/2022

  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.

  We had Horizon Services come out to our home for an annual HVAC check yesterday 5/19. All was fine until we noticed pink insulation in the hallway that the dog was eating. We discovered a hole in the ceiling of our bathroom. The Horizon person had stepped through our attic ceiling into the bathroom. He had been instructed to stay on the attic catwalk as he would go through the ceiling if he did not. The gentleman came in when we told him he had put a hole in the ceiling. He took photos and called his manager. We were told he would hear from someone that day. We did not. We took photos as well and then cleaned up the mess taping the ceiling as best as we could for the moment. Today I have called Horizon three times. The first time I was told there was no documentation. Basically calling me a liar. The second time I was told I would hear back from someone today and that the situation had been escalated. Three hours later I called again. The person spoke over me and would not let me finish. It was incredibly frustrating. I was told again that the situation has been escalated. The gentleman who made the hole was apologetic and insisted Horizon would take care of it quickly. It is baffling that else from Horizon has contacted us even to apologize let alone advise when they will repair the hole they created. This is horrible customer service. We need to know when they plan on repairing our ceiling. We will escalate this to legal means if necessary if Horizon continues to be unaccountable for their actions.

  

  Business Response

  Date: 06/01/2022

  Thank you for the opportunity to respond to this complaint. Horizon Services takes this matter seriously. We apologize for the initial response in getting this damage addressed. Our Customer Relations Manager has since been in contact with Ms. ******** and we sent out a contractor to make the necessary repairs. We followed up with Ms. ******** after the repairs and she is satisfied with the results. 

  Customer Answer

  Date: 06/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 17236126