ComplaintsforHorizon Improvements, Inc.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/14/23, Horizon Improvements, Inc collected from me a $6180 deposit. This deposit (half the total of the job: a patio cover for my home) was for a signed contract stating that Horizon would complete the patio cover in full within a specified timeframe of 6-8 weeks. At the 6-week mark (May 26, 2023), I contacted the owner of Horizons, David Touchstone (850-860-4284), and asked when the project was scheduled to begin. He assured me on that phonecall that the patio cover would be completed by June 15, 2023. Two weeks later (June 9, 2023), I called David again, and asked the same question, as no work had begun. David again assured me that work would begin within the week. It never did. On June 18th, 2023, I demanded my refund returned to me in full. David refused to return any of my deposit (again, $6180). On June 19th, David attempted to cover his tracks by requesting engineered drawings for the project-- a full 9 weeks after collecting my deposit! Now, David and Horizon are refusing to return any of my deposit.

  Business response

  08/07/2023

  The customer told us at first the patio cover was to be installed on a deck. We sent out for engineered drawings to specify the type of 

  intall we were doing. When we were scheduling to install the patio cover is when we found out there was no deck. We had to resubmitt 

  for engineered drawings showing an install with the post anchored into concrete footers, causing a delay in the project. When we told Mr. *****

  this he became upset and cancelled the job. As I explained to Mr. ***** that our agreement states that cancellation after the three day right of  recession

  there would be a 15% charge based on the dollar amount of the agreement. I did not refuse to return any of his deposit. He would be returned $4,200.00

   

  Customer response

  08/07/2023

  
  Complaint: 20374561
  
  I am rejecting this response because:

  As you can see from the contract with Horizon (attached), there is no reference to a deck. Therefore any attempt by Horizon to blame their unreasonable delay in even beginning the permit paperwork is pure fabrication.

  Quite simply, Horizon was eager to collect a deposit from me on 4/13/23. After collecting the deposit, they had more than two months time to resolve any work commencement-related issues on their end—and they did not.

  I spoke with the owner of Horizon twice: first in late May, and again in mid-June, and neither time did he bring up this fictional deck issue. I will testify to that fact under oath. Instead, the owner David Touchstone assured me both times that the project would be finished by mid-June, and as of June 19th, when I cancelled the project, they had yet to begin.

  The owner continues to hold my deposit ransom, presumably because he has other unlawful projects going that require cash. He has cheated me out of a summer’s worth of a patio for my family and me, and I will not be satisfied until my money is returned in full

  
  Sincerely,
  
  Lee *****

  Business response

  08/22/2023

  Customer was allowed a complete refund in the form of a credit card charge back without any dispute from Horizon Improvements.

  Business response

  08/24/2023

  On 8/8/23 Mr. ***** visa card requested a charge back in the amount of $6,180.00 in which we did not dispute. Waiting for them to complete the charge back.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Signed the work agreement for an almost total bathroom remodel on Apr 19, 2022. We were told a 26 week (6month) wait on material, which is understandable due to supply chain issues. We received calls to update that there was no update. They notified us that the materials came in late Sept-early Oct and that we were put on "the list" for the work to be done. After four months of bi-weekly updates of "you are still down on the list, can't give you time frame yet", my husband posted 1 star review on Google on March 3, 2023. The owner called (which we did appreciate) and provided multiple reasons/excuses why the wait has been so long and the projected start time is late Apr-early June. Mid-June 2023- and they state they have had several large jobs take much longer than anticipated and won't be able to start until beginning of July. Mid-July 2023, after calling, leaving a message and told would be called back on multiple occasions, we finally get an update that the materials were shipped damaged and they are on expedited shipment to be replaced. So start date is now July 24 (over 14 months from signing the agreement). However, It is now July 19, and we still not have heard from the company about a start date. I have also called repeatedly asking for an email from the owner stating all of the reasons for the delay in this contract. I still have not received this email as of 7/19/23.

  Business response

  07/25/2023

  We want to extend our sincere apologies for the delays and inconveniences experienced by Mr & Ms *********. The unprecedented supply chain issues last year significantly impacted our ability to provide timely service, and we deeply regret any frustration caused.
  
  Since being notified of the complaint, we have been in direct communication with the client. We have discussed the concerns raised and addressed the reasons for the delays. Furthermore, we have scheduled the start of the bathroom remodel for August 3, 2023.
  
  Additionally, we have acknowledged the issue of our emails potentially ending up in the customer's spam folder. We understand how vital clear communication is, and we are actively working on resolving this matter to ensure our emails reach our customers' inbox effectively.

  Customer response

  08/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20345887, and while they did not address all of the issues, they did show up to begin work on 8/3/24. I cannot verify what is being done myself as I am away, but someone is at the house to begin work on the bathroom. I do not appreciate the comment that emails were being sent to spam because email has not been their form of communication (or lack of communication thereof). One, singular email went to spam from the owner, but other emails went unanswered. 

  If allowed, I will update this comment/thread as the work progresses. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Horizon to install a patio cover. The job was done as described on May 9, 2023 except for the ceiling fan. The installer told me that an electrician would contact me the following week. I have made repeated phone calls. Many times I've left messages for Dave who seldom returns my calls. The times I have talked to him, he gives me excuses and says if he can't get their regular electrician to do the job then he will get someone else. It has been over two months and we are experiencing a heat wave and I am still unable to enjoy my patio. I would like a refund so that I can hire my own electrician to finish the job. I understand there can sometimes be some small delays, but this is ridiculous. I would definitely not recommend this company.

  Business response

  07/25/2023

  We have received a customer complaint regarding the delayed installation of a ceiling fan for a patio cover project. We apologize for the inconvenience caused and have taken immediate action to resolve the issue. A new electrician has been engaged, and the customer has been scheduled for service. We value our customers' satisfaction and are committed to improving our processes for better communication in the future.

  Business response

  08/07/2023

  This project has been completed in full

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am writing to file a complaint against Horizon regarding their failed awning installation at my business, **** * ******** *******. Our agreement was for the awning to be installed professionally and securely, but unfortunately, it has failed to meet these standards. To make matters worse, there was damage done to the exterior of our building during the installation, including scratches and paint damage. Despite our initial agreement, I have experienced significant issues with the whole installation process, and not what we had agreed on. We paid our deposit of $2,299 on November 17, 2021 and signed our contract. Horizon's project manager, Ray, looked on the schedule and said he could try to get us in January 2022 for installation, but could guarantee February of 2022. February of 2022 rolls around, and there was no response from Horizon. We are introduced to another project manager named Mac who apologized for the delay, and we go over details again. Finally, June of 2022, installation begins on our front door awning, and it is the absolute farthest thing from what we ever wanted or discussed when we paid our deposit. We were promised a refund check back on July 12th, 2022, and here we are almost a year later and have yet to receive a refund check. I have attempted to resolve this issue with Horizon, but they have not been responsive, nor have they offered any suitable solutions to rectify the situation. My business has been negatively impacted by this failed installation, and I believe that it is imperative to address this issue with the appropriate parties to reach a satisfactory conclusion. I would like to request a full refund for the awning installation. Furthermore, I hope that Horizon can be held accountable for their substandard workmanship and lack of professionalism. Thank you for your consideration of this matter, and I look forward to hearing from you soon regarding the next steps in this process.

  Business response

  05/16/2023

  As it shows on the agreement we were to install a 3" insulated 030. insulated roof system in which we did. The customer didn't like the appearence 

  of what they chose and we installed, It wasn't until after the the fact that we were sent a picture of a bronze colored rigid non insulated awning. 

  We have incurred expenses that are greater than the amount of the  deposit received.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We signed a contract with Verizon Improvements to upgrade our garden bath tub in our master bathroom 16 June 2022. We paid a $4k deposit and was told the project would take 2-3 months. 11 months later no progress has been made. We even stopped receiving monthy progress updates via phone calls from the company about 4 months ago. We contacted our sales representative several times only to be told it might happen tomorrow. It's past time for resolution. We either want the contract cancelled with our deposit fully refunded in a timely manner, or the project completed in the next couple/few weeks with a 1/3 or greater discount. We're hoping for a peaceful and timely resolution in compliance with our requests.

  Business response

  05/16/2023

  I spoke to Mrs. ******* this afternoon and she has agreed for us to do her bathroom project beginning July 24th and it should take about 4 days to complete.

  She also agreed to a $2,800.00 reduction on the final payment.

  Customer response

  05/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20003554, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Deniese ********

• Initial Complaint

  04/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed a contract with Horizon Improvements on December 10, 2021 to have our master bath tub/shower combo remodeled into a walk in shower at a cost of $10,460. We opted for the 0% 12 month financing so they have been paid in full for many months now. Sent a demand letter to the owner, David **********, via certified mail return receipt giving them 21 business days to finish the job. He called and left a voicemail stating they would have no problem meeting that deadline. That deadline was April 13, 2023. Job remains unfinished. Please see attached copies of demand letter, Order Preview (specifically Page 5) and Agreement with Horizon.

  Business response

  04/18/2023

  The job was completed on 4/18/2023 at 1:00

  Customer response

  04/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19942577, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kenneth And Paulette *********

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Horizon to remodel my bathroom. Part of the job was to install a new shower including a new shower door. The door broke. Horizon, including the president has acknowledged that a replacement door was covered under warranty. This was over a year ago, the door has still not been replaced. Horizon has come up with numerous excuses over the last year. Horizon's communications have been reactive only. The only time they have communicated with me is when I stopped by their shop and raised the issue. I desire either the door replaced or a full refund so I can get someone else to replace the door. Your assistance in resolving this issue will be greatly appreciated.

  Business response

  01/26/2023

  During this time we have sent Chris ******* to take care of this complaint we have an estimated ship date of your glass 2/20/23 which it will take about 5 days in shipping. From there we will preform a speedy install. I have attached the order form to this correspondence. 

  Customer response

  01/26/2023

  
  Complaint: 18728899
  
  I am rejecting this response because:

  Not complete. I reserve comment until my shower is installed and operating satisfactorily.

  I appreciate the progress.
  
  Sincerely,
  
  Tim *****

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horizon has promised on numerous occasions to keep workers on my project to completion. they have not done that. Consistently, Horizon has 1 worker and 1 helper here 2-3 days per week. Horizon has promised to have my project complete within a given time frame, they have not done that. The project is now 5 weeks overdue with no completion until mid January now. Horizon has been paid for services and items that were listed in my contract and they either didn't provide the service or item or the service or item was no longer needed. To which I was told an addendum would be made to my contract so I wouldn't be paying for something that they didn't provide. That has not happened. Per my recordkeeping, I have overpaid Horizon by $4864.12 to date. That does not include the frustration of 5 weeks overdue, all during the Thanksgiving and Christmas Holidays that my house is torn apart. That also does not include the fee I had to pay a plumber because I lost hot water due to a "cartridge" not being installed into the new bath spigot. I was specifically told by the owner prior to starting the project that all of my materials were in except the shower base. I was specifically told by the owner that the project should take no longer than 4 weeks. None of that was true. Nothing was even ordered, let alone delivered. The only materials that were in, were the ones that I purchased. I have met with the owner, I have spoken with the owner, I have emailed the owner. I get no resolution. If I do ever get a response from the owner, I get told that he will take care of it, which doesn't happen. I waited 5 1/2 months for them to start on my project. During which time, I was told they would get all the materials delivered and not start until the materials were in. They did none of that. Other perspective customers need to be aware of the actualities of how Horizon operates.

  Business response

  12/20/2022

   I have apologized to Ms. ******** for the delays and miscommunication on her bath project. Also I have removed our projecgt manager and I am working personally in resolving the matter. It is common practice that we have a two man crew working on our bathroom projects. We have been working toward a completion date since the beginning of the project. I have recently been working with Ms. ******** personally in order to finalize her bath project via email and telephone conversations.

  I am hopeful that Ms. ******** will retract her complaint and we can her beautiful bath renovation. 

  Thank you,

  David **********

  Customer response

  12/21/2022

  
  Complaint: 18568928
  
  I am rejecting this response because: I cannot accept this response as it stands.  This response does not address the $4864.12 that I have overpaid Horizon for materials/services that are in my contract and that I paid for and yet, were not provided.  Mr. ********** has stated over the telephone that he will address this issue once the project is complete.  I have not received that statement in writing and I cannot/will not retract my complaint until all issues are resolved.

  Regarding the "two man crew", the helper that comes with the worker does not make it a "crew".  Although he is polite and respectful, he is just a kid who is incapable of doing any of the work on his own.  He simply cleans up and runs to get things for the worker.  Never has he been on the job solo.  Therefore, when the worker does not come here, nobody does. This being the case, the worker is on vacation for the Christmas Holiday, not returning until 12/26/2022.  My entire master bedroom and bathroom are still completely torn apart and unavailable for me to use.

  I also, recently have discovered that the exhaust fan (which is in my contract) was never ordered nor was the electrician scheduled to install the exhaust fan.  I reached out to Mr. ********** regarding this on 11/2/2022.  As of today, 12/21/2022, I still have no exhaust fan nor am I aware of the electrician being scheduled to install it.  Mr. ********** has stated over the telephone that he will schedule this and purchase this item. I have asked for an email confirming that it has been purchased and when the electrician will arrive, but I have not received any of that yet.  

  Therefore, until more progress is made on resolving all of the issues, I cannot/will not retract my complaint.
  
  Sincerely,
  
  Lisa ********

  Business response

  01/04/2023

  We have completed the project for Mrs. ********, the custom door has been ordered through ******** glass.i need to schedule a meeting to review and finalize invoices.

  Customer response

  01/18/2023

  
  Complaint: 18568928
  
  I am rejecting this response because:

  I met with David ********** on 1/17 to discuss the reimbursement of materials that I supplied that were part of our contract.  David ********** refused to reimburse me for anything, stating that it cost him this amount to complete the project.  Which, is currently not complete as I still have no shower door and cannot use my shower as of today, 1/18/2023.

  I continue to hold that Horizon Improvements did not perform in a timely or professional manner and will highly recommend that perspective customers look elsewhere.
  
  Sincerely,
  
  Lisa ********

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid this company $2500 on Jan 10 for a screen porch enclosure. Today is Aug 24. No Screen Porch Enclosure, just a concrete footing. This Company has only provided excuses and lies of 8 months. We are filing Complaints in Every forum avalible including Escambia Co Contractor Compentancy Board. Every Legal measure will be taken to stop this company from doing this to others.

  Business response

  08/25/2022

  We do not have a job located at that address or a customer named Billy Kemp

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