Horizon Services

Less than 5 years ago, I spent in excess of $10,000 to have a new unit installed with a 10 year warranty. I should have seen the red flags from the very beginning. The sales representative told us additional vents would be installed and when the installation crew showed up, that did not happen. Fast forward to the present and I am now on my 4th phone call for an appointment this season, 3 days so far of not being able to work as I waited for a technician to come diagnose the problem. The 3rd. tech came last night and indicated that the work the other tech did was not for the root of the problem. (I was told in front of witnesses that the work needed to be done, was not covered under warranty, would cost me $367 and would fix my issues)In fact, the 3rd tech only made the issue worse by leaving our attic return unscrewed and overfilling our unit with Freon that the 4th tech had to remove from our system. Upon leaving last night I was told that everything was corrected. Today - my home is slowly creeping up in temperature (presently 80 degrees inside, while set to 72). The company keeps trying to sell me a "maintenance plan" and I keep reiterating to EVERY one who pushes it that we have been getting tune ups/cleanings elsewhere and will only use them for warranty issues since we have had NOTHING but problems with them.

I made a call to horizon someone answered in their call center they said it would be $89 to come to our house I said fine when the plumber came he said it's not $89 it's $89 plus another $128 and I said just a minute. I made a couple of calls and I came back and told him I cancelled. I didn't pay anybody anything. I'm not going to pay $89 and $128 that's dishonest business.

I had plumbing, heating and airconditioning. I had all kinds of services from them.

Price gouging and customer intimidation tactics. Called Horizon to quote a furnace replacement. expecting the usual cost ~7-12k as I've read online and received from a few people that replaced in last 6 months. Horizon had Ramon Gonzalez come out and quote me ~23k to replace and would not leave until I signed and reminded me at least 40 times that I should be desperate because I have no heat. Pushed and pushed but I did not sign. Woodruff energy came out next day and quoted $7,500. Do not use these dirty technicians overselling units that are too big for customer needs.

This year it has been several heat waves and in early May 2022, our HVAC (Heating and Cooling system) finally died. Granted, our late mother purchased this equipment in 1999 so my family knew it would eventually die. We just did not intend it to die during several boughs of bad heat waves. By the memorial weekend, we knew we could not postpone the inevitable and began looking for a company that would install at the earliest availability. We received several estimates but we were told that their availability was closed until the end of June. The only one that had an immediate installation date was Horizon Services. We were ignorant and naive to believe that this company had our best intentions. We rushed our research and did not check Better Business Bureau. If we had, we would have realized that Horizon Services was bad news and a company that needed to be avoided at all costs. Their motto was ‘Experience the Horizon Difference’ but unfortunately, this experience was indeed a different experience I cannot say it has been positive but it is indeed a memorable nightmare. During Memorial Day weekend, we had an appointment with Horizon Services’ Tony Gonzalez, the Comfort Specialist Manager, to evaluate our house to ascertain what our needs and concerns were. This whole process took half an hour to an hour to determine what is needed. We signed the contract and Tony scheduled our installation date for June 8. Despite the amount of $26,025 for the unit, we were ecstatic since we would no longer suffer from the heat wave and would have heat during the cold winter nights. Our family selected the allergy-sensitive unit because of our sensitivity to allergies. My younger sister often brings our half-sister’s dog, Sam who is fourteen years old, from Rhode Island where she works and I have two domesticated rabbits that also reside with me. Neither one of these animals was not permitted to be in excess heat or they will die from breathing issues. My sister is also Type 1 Diabetic and I have severe allergies that can resemble asthmatic symptoms when my allergies are at their worst. The day of the installation came and I met Horizon Services’ Steven Gibbs and John, who would be installing the brand new heating and cooling system. It took them two days to install since they had to wait for the chimney company to check our chimney before installing the liner. It seemed that it was all good to be true. Both Steve and John answered my concerns and showed me how to use the system. While John was showing me the system, I set the thermostat and informed him that I would not be changing the temperature until wintertime since I was incredibly nervous regarding this expensive system. We had a ten-year warranty but we knew that if something would to go wrong we would void our contracts and would be liable for any further requirements this new system would need. So this in mind, I decided to play it safe and did not want to do anything that might damage the system. Before leaving, Steve and John advised me that my air ducts and venting should be cleaned but unfortunately, Horizon Services did not perform these services and had to seek out other companies. I thanked the two gentlemen as they left and began researching for Air Duct and Venting company. I was not able to schedule an appointment until two weeks later but I was informed by both Steve and John that this would help circulate and navigate the cooling of the house. Unfortunately, this was not the case. While the downstairs of the house was 72 degrees, the upstairs was ten degrees higher. My family and I were completely confused since not only did we finance this system for $26,025 but we did what was suggested to us, which was to clean our Air Ducts and Venting system. We began calling Horizon Services and asking the company to come to check out our new units because, for the price we are financing, we believe the whole house should be cool not just partial. Each time a new Horizon Services technician came, we were told one thing after another. Based on my observation the technicians did not have ample knowledge and this information was confirmed by Chris Risi, Operations Manager for Horizon Services, and my private electrician. Not only were the technicians unknowledgeable, but they were also rushing each visit. Each one insisted on leaving after arriving fifteen to thirty minutes earlier. They seemed to be constantly guessing what the issue was rather than opening the newly installed unit to determine if there was a faulty part that caused the system to malfunction. These questions made me wonder if this might have been the reason why the problem with my unit was not resolved sooner since they were rushing jobs and they refused to open the unit. Our family had hired a private electrician to update the sockets of the house and basement lighting. On July 21, we noticed that the whole heating and cooling system was no longer working and we were baffled as to what was going on. We knew that the electrician did not touch the new system and was confused as to what was going on. The electrician advised us to contact Horizon Services to determine what was going on because it was once again a heat wave. On July 22, Jermaine from Horizon Services came and he inquired as to the top section on the vents that were adjacent to the unit since it was related to how the unit was malfunctioning. I informed him there was an electrician that came out but the electrician did not touch the new unit. He waited fifteen to thirty minutes for our private electrician to come but bolted before our electrician came. Before he left, Jermaine provided us with a bill for over $90.00. I was confused since there was a warranty on the unit and I was told that it would be ten years. Nonetheless, I was charged a service charge for that amount. After our electrician arrived, I tried to obtain a new Horizon Services technician but the next available one was the following day. The company also informed me that they would be sending a Senior Warranty Technician to evaluate our unit. The following day, Horizon Services sent Robert Rivera, a Senior Warranty Technician to our residence. Immediately, the man did not want to be there and his personality was irritable and unwilling to stay. He reiterated what Jermaine stated the other day and I immediately called our electrician before they could further blame him for any wrongdoing caused on Horizon’s part. After our electrician came, it was discovered that the installation techs, Steve and John, did not install the system in the right breaker. On the circuit breaker, the unit was labeled under thirteen and the dishwasher under fifteen but in actuality, the heating and cooling unit were under fifteen instead. Also, our electrician also discovered that one of the breakers was broken and had to be replaced by him the week before but we knew that it was damaged by Horizon Services since they were the only ones to come prior to our electrician. Our family began to wonder what else could have been incorrectly installed or rewired by this company. Our electrician informed us that Robert Rivera did not want to be there and that he was whining and complaining that he had to be there. Secondly, our electrician also informed me that he had to explain what a neutral was and how to check the electrical power. We are confused when the electrician informed us of this information since not only was he a Senior Warranty Technician but he was supposedly trained by Horizon Services and to our knowledge, should have certification and ample training to install and diagnose each problem their system had. If these could not even differentiate between wiring then what business did they have installed this system and could it be related to our furnace being completely broken? After the electrician left, we were informed that the furnace had burned and it was the smell that was omitted on Thursday night. It was only at this moment that Robert Rivera opened the unit to peruse the system and it was revealed that the whole system needed to be replaced. This was completely different from what the electrician informed us minutes ago and that it needed a specific part to be ordered and replaced. Rather than be grateful for the electrician's assistance and knowledge, just as the electrician left, Robert Rivera began bad-mouthing our electrician and blamed our electrician for what had happened to our unit. He stated because the electrician touched the equipment, Horizon Services believed that it was the electrician’s fault, not the Horizon Services. We were also informed that we were now liable for the equipment issues and the warranty was now voided. We were confused since the electrician did not touch this expensive equipment and it was clearly Horizon Services’ mistake not ours. The first was, they installed it on the wrong breaker and the second was that with the prior calls/visits, Horizon Services should have opened the unit to check the equipment themselves but again, each visit was short and to our belief would not have constituted a resolution to the continuing issue. We informed Robert Rivera of this and he merely reiterated that it was not his problem and wanted to leave. He shoved the necessary signatures to our directions and reminded us that his supervisor would contact us twenty-four to forty-eight hours. This unprofessional behavior is uncalled for and this immaturity should not have existed while in our presence. My family and I agreed that we might request to speak to Robert Rivera’s supervisor and we were informed that the warranty manager will contact us within twenty-four to forty-eight business hours. We had decided to see if there was a possibility of having this entire system removed since we now believed that Horizon Services was a fraud and sold us faulty machinery. On July 25th we decided to follow up with Horizon Services since we had yet to receive a follow-up call from Robert Rivera’s supervisor. We spoke to a customer service representative who informed us that notes were not inputted from Robert Rivera but a request for a manager was also not requested. We were livid and annoyed since we realized that this company was deliberately trying to swindle us. This same customer service representative informed us that she would put a request in for upper management but warned us that if a resolution was not found with corporate, then there was no further course with the company since it is through the corporate office and it is the final say. After a few hours, we finally spoke to Howard, Warranty Manager, who was also Robert Rivera’s supervisor. He reiterated what we were previously informed by a subordinate. Without a resolution, we waited for corporate to call us back. It was at 2:30 pm on that same day did Marissa Santoleri, a Customer Relations Manager, asked if she could send her own Senior Warranty Technician tomorrow to evaluate our system. Despite our hesitations, we agreed and the next day we waited for this person to come but he never came. We followed up and inquired with Horizon Services and were informed by Chris Risi, the operations manager, that the visit was canceled and they decided to base their information on Robert Rivera’s notes. We were livid because we were once again told that it was our fault and they will not repair the system. Chris Risi informed us that they believe it was two issues when we informed them it was one since day one and they failed to handle these important matters since day one. If they did, this situation would have never happened. We also informed them they did not properly train their employees and our electrician had to explain to their technicians how to check the electricity and how to do their jobs. It was clear then that this company did not certify nor properly train these people. He himself confirmed it with responses. Since the call did not end the way we wanted, we began our search for a lawyer since it was clear that this situation was only going to be resolved with the courts. We were informed by several lawyers that this was a consumer fraud and it also fell under the ‘Deceptive Practice Act’. Currently, we still do not have heating and cooling and unfortunately, winter is nearing. We have retained a lawyer regarding this issue to see if Horizon Services can fix our unit without additional cost but we do not hope this case will be so easy to resolve. We know that we will have to purchase portable heaters just like the turbo fans and the window units. We hope that we will be reimbursed or at least cancel this ridiculous contract so we will no longer be tied to them. To all those in search of a new heating and cooling system, think twice and avoid this company at all costs. You do not want the nightmare experience of Horizon Services. It is for sure a memorable time but the stress and aggravation are not worthwhile nor you wasted time and effort reasoning with these crooks. We originally believed that this company had our best intentions at heart but unfortunately, we were incredibly wrong. This company will only lie, deceive, and manipulate their way for greed and continue to lie and steal until they receive what they want.

I was away on business, my wife was home and our Well Pump failed. She called H.S....I looked up the Parts ( pump, bladder tank, pressure switch and misc fittings) parts cost about $800>$1200.. Easy access area, add 4 hrs labor ( but experienced tech? 2 hrs Done). Over $100. For the svc call!!..sure. OK.. The Tech arrives!! Quotes my wife ( no exaggeration) $6000 for the Well Pump and $2000 for the Tank!! Says he has to replace a few pipe fittings!! WTH..!! He paused and Came back with a "Super Deal" $3800 !! Please Don't take advantage of a woman! EVER! She called another local company..$1500 COMPLETE with 5 Yr P&L warranty!! Done!! Was exactly what it should cost!! Honest business practice = Repeat Business $8k initial to $3.8k Daily Deal??? KEEP YOUR Diag Fee!! Hope your tech and your ceo sleep well tonight!! My wife is no pushover.! Shame !! Just a Shame . 4.7 star reviews?? HOW ??..

The man caused an injury to my dog and laughed. He did not repair the system and quoted me 8k to fix it although he didn’t know what was wrong. He charged me for a service that was covered by warranty and told me to call a manager which I have not been able to get on the phone after two weeks and five phone calls.

I assume that the work is okay. However, the technician is pushy, rude and I would say dismissive.

The price was astronomical. They came and they were prompt and I didn't have problem with their work. I asked for the hourly rate but they don't offer that. They basically charged what they wanted to charged.

Signed up on Angi for a tune up deal, they never called, then when I called them they told me the deal had expired and put me on hold for 10 minutes so I hung up.

The technicians came on time were very curious and did a great job

Very well. Fixed in a timely manner for a fraction of the price Roto Rooter quoted me.

Horizon did an excellent job from start to finish of the project. They were punctual, courteous, and very clean during the installation and explained everything to us when we had questions or just to explain the equipment to us. I would definitely recommend and also use Horizon again.

Very well. He was able to come early, due to a cancellation. Our system checked out normal. The service came with a "free filter". Ours was recently changed, so he left us a new one.

exceptional service. Technician was on time, respectful, and waited patiently as I tried to locate a mask to wear prior to allowing him into my home. He answered any questions or concerns I had and even calmed my barking dog.

technician was very professional and explained how my heating system works on each floor of my home.

I got a phone call to make sure we would be home between 8 nd 12 am. The representative came right on time. He put on his booties before he entered the house. Very professional.

Very well, we had two techs for two different visits and the techs were professional, efficient and shared great tips on how to do things better to avoid future problems.

extremely well-they worked overtime to finish in one day the annual maintenance has been up to that standard

PERFECT, ON TIME, VERY PROFESSIONAL AND PERSONABLE

All went well. Professional, punctual, knowledgeable, and all around helpful

It went very well. The technician was very professional and did a great job. I guess no plumber is cheap!

Technicians were very professional. They were respectful of us as well as our property. They answered our questions.

The technician was on time, put on booties, was masked and explained what he was doing as I watched. He answered every question I had and was very knowledgeable and friendly.

The whole process of obtaining a new central air conditioning unit for our house through Horizon went extremely well. They showed up when they said they would and installed the unit in the time they said they would. Workers were polite and very clean. Had absolutely no issues with hiring Horizon for this job.