ComplaintsforHorizon Services

• Initial Complaint

  12/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I called Horizon Heating and Air on 12/23/22 regarding my heat not working. The individual came out and told me my Air conditioner had leaked into my furnace corroding the bottom of my furnace. He stated that both needed to be replaced and my units were being condemned. He warned me that if I continued to use my heating system I risked my home having carbon monoxide leak into my home as the corrosion led to the blocking of the exhaust pipe from the home. He schedules a salesperson to give me a quote. After being quoted about 20k for a replacement. I got scared and started talking to other people. ON 12/25/22 I canceled the installation. I had PSEG and 2 other companies come and inspect my units. PSEG cleaned my sensor and thus fixed my system. I obtained inspections/quotes from the other 2 companies that all confirmed what PSEG stated. That my system was fine, needed a sensor cleaning, and had no need to be replaced at that time. They all showed me there was no corrosion, water leaking, or blockage to any pipes. I was charged nearly ****** for this service call in which the 'technician' blatantly lied to me in order to get me to purchase a 20k replacement I did not need.

  Customer response

  01/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  From: ********************************* <*********************>
  Sent: Friday, January 6, 2023 8:33 AM
  To: **************************************************
  Subject: complaint 18663331

   

  hi they have issued my refund. I'm not sure if there is a way to note that online. I can't see it anywhere on the link. 

   

  *********************

  
  
  Regards,
  
  *********************************

• Initial Complaint

  08/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The amount charged is inaccurate.

  Business response

  08/31/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ******************** to discuss her concerns about the price of recent installation at her home. She advised, she felt the price was too high and should be decreased. ******************** agreed to the equipment and price and signed a contract with us on 7/24/2022 for a gas furnace and AC installation. We completed the installation on 7/26/2022 per this contract. We have made attempts to follow-up with ******************** but were unable to reach her to discuss this experience with us further. We encourage ******************** to reach out to us about this matter and we would appreciate the opportunity to discuss and resolve his concern.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Horizon in November of 2021 as our heater was not working. I was originally quoted a price of ****** to replace a transformer. I was desperate as we had no heat and no other heating contractor could figure out what Horizon had done. I was stuck using Horizon. We needed more parts and the final **** was *******. The heater stopped working again on 12/20/2021. Horizon arrived the next day and said the igniter had to be replaced. They originally told us the charge would be ****** but they would give us a discount of ******. I called the customer service office and they told me the charge was ******. I asked for an itemized **** as I wanted to see the exact charges. I was told by their customer service that ********************** does not provide itemized bills.I find this practice to be very deceiving as if Horizon is hiding something. I would like itemized bills for the service call of November 11, 2021 and December 21, 2021. Both service calls took place at ************************** in Franklinville, **********.Please help with with matter. I can be reached at ************.

  Business response

  01/13/2022

  Thank you for giving us the opportunity to resolve this complaint. Horizon Services takes all their complaints very seriously. We initially spoke with ************ and advised that we would not be able to provide an itemized ****. We charge by the job which is all inclusive of the parts, labor, warranty and the value of our services in the cost. We reviewed the services provided to ************ and do not believe she should have been charged for the visit on 12/21/21. We pride ourselves on offering all options upfront to our customers and do not feel this was done at the previous visits. We are addressing this matter internally and we have waived the $500.07 balance from **************** account. We were unable to reach ************ to follow-up and encourage her to reach out to us if she has any further questions or concerns. 

  Customer response

  01/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i paid $12k for a new furnace, water heater and air conditioner in early october since that purchase i have been exposed to carbon monoxide poisoning as the install team did not properly tighten the nut on the hookup and the pilot lite has gone out on the water heater 3 times prohibiting me from having hot water and the ability to shower. Management thinks throwing a $250 "we apologize" for any inconvenience that we caused you was enough to resolve the poor quality and performance of their products while i sit hear once again without any hot water for the second time in 30 days!

  Business response

  01/11/2022

  Thank you for providing us an opportunity to respond to this complaint. Horizon Services takes all of their complaints very seriously. We reached out to ***************************** to discuss her recent service. All issues have been addressed and we have also reviewed this matter internally to avoid this type of error occurring in the future. We agreed on an amount for compensation and ***************************** is satisfied with our response at this time. 

  Customer response

  01/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **************************************

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Horizon services replaced my sewer line starting at the curb and back 150 feet. They also put in 3 more two cleaning sites and advanced a sleeve from the curb all the way to the main in the street.I experienced water coming up around the basement toilet flooding part of the basement. Called Horizon since I have a lifetime warranty on the parts and labor. The lady stated that this was an emergency and someone will call and come out that nite. I assured the same message the 2phone calls I made up to 11:00pm. No one arrived. A technician arrived the next day after 5pm. He didnt know what was wrong and a camera crew will come out Saturday. I called at 2pm asking when the crew was to arrive. I was informed that that technician called out. There wasnt ANY communication informing that a technician was coming. An appointment was made for Monday. The camera man **** arrived. He stated that he noticed shoddy work. He asked who did this work I replied you Horizon. He took pictures and denied that a sleeve was placed up to the main, the line was broken at the curb and we do that work. He demanded to know what salesman I dealt with. I never had any contact with a soars man ever!I located the contract which states; the line was replaced from the back 150 feet, 3 additional two way clean outs were placed and a sleeve from the curb to the main was installed. He stated that he was looking at the contract and said a supervisor has to come out. Two people from Horizon arrived looking at my yard and reviewing the pictures **** took. They left very soon after. They did not approach my home or spoke to anyone.I called asking **** what the plan is. He stated a crew will come out early next week and dig some holes. I asked what then. He said I only take the pictures the warranty people have to talk to and he doesnt know of any plan. I asked for a direct number to the warranty people. He refused. I was told that I was distressed and the warranty people will call .

  Business response

  12/06/2021

  Thank you for providing us an opportunity to respond to this complaint. Horizon Services takes all of their complaints very seriously. We reached out to ************** about the services provided for her home. We apologized for the communication issues and delays on getting this repair completed. We completed the warranty repair for her sewer line on 11/24/21. We are following up with a landscaping company to regrade her yard and to lay seed. We also followed up with a camera inspection of the sewer line to ensure that all issues with the portion of the sewer line we replaced were completed and advised we did find a root mass in the street on the portion of the line we did not install. We will be following up with ************** once the yard is complete to ensure everything has been resolved to her satisfaction. 

  Customer response

  12/08/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

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