Horizon Services

I may be changing. I feel that I got railroaded into something that I really did not need to do. I was not happy with something that happened. Before he left he wanted me to sign up for next year. It was a year in advance. I said I wanted to wait until next year. He said if I did that and I call them in between with a problem with my heater they may not be able to service me under this contract. He pushed me to renew a filter, which I did not do. I found out I could get the filters online for half the price for two of them -- half the price of what he was selling me for one. The quality of work is good.

The furnace was continually blowing a fuse in a rental property we own - initially called Horizon on the Monday preceding them coming out, so considering there was no heat, 6 days for an appointment initially seemed a long time. .hen the tech inspected the unit, he called me and told me the control board was fried, which would be a $900 repair. He also said that the motor inducer needed replacing which was another $800 to repair. He stated that it might not even be possible to get the control board as the furnace was 'so old' so was steering me in the direction of installing an entirely new furnace for which he would get someone from the sales team to call me about and discuss. Nobody actually contacted me at all, but in the meantime I contacted another HVAC company (whose details I found on Angies List) for a second opinion, knowing that a replacement furnace through Horizon would be extortionately expensive given their repair prices (given that the parts I allegedly needed would have cost less than $300 to purchase). At this point, I assumed that the Horizon tech had been correct in his assessment of the repairs needed, so I reached an agreement with the other HVAC company to complete replace the furnace for a MUCH lower price than Horizon would have charged. It now transpires that the initial problem continued, even after replacing the furnace. It seems that the thermostat wire had a faulty wire nut causing a short, which was blowing the fuse. My HVAC tech fixed this and all is now good. What bothers me is that the Horizon tech did not even look at this and I would have been considerably more out of pocket if I had done what they suggested and replaced the furnace through them - and the initial fault would have STILL occurred. I highly doubt that they would have offered any recompense for their initial, poor, diagnosis of the problem. As it is, I am happy to have replaced an old gas furnace at a very affordable price, with the work done by someone I trust, to do a good job AND not to try and hike the price up. I am thankful that I am only $79.50 out of pocket with Horizon (for the despatch call) - it would have been far more if I had simply blindly trusted them to either try a repair or install a new furnace. I could not, in all honesty, recommend Horizon in the future for any HVAC work. Update 1/29/16 - Horizons Customer Relations Manager got in touch with me to hear my concerns first hand and offer his apologies. He also arranged a refund of the dispatch fee. Revised ratings in light of this.

The service was good but the tech left a mess throughout the house. He did not put down drop cloths like Horizon advertises. He used a chemical to clean the blower fan but in getting rid of the cleaning cloths, it dripped throughout my finished basement and first floor.

I have nothing but positive things to say about these guys. When I had my plumbing issue, they didn't even charge anything additional for a weekend fee which was great. They catered to every need that you can possibly have. When they did the AC install and replacement, they spent well over the amount of time we discussed and they even had extra labor workers helping out with my specific job and they stuck to the price they gave me on the original estimate.

The plumber was young and very friendly. He was prompt and neat. He did not seem to know what I was talking about (at first) in terms of a bar mounted removable shower head. He had no interest in pursing the bar mounted shower head and did not offer any alternative ideas. He also told me that the drain fixture to close off the tub drain so that someone could use the tub was almost impossible to repair as it is difficult to find the right sized replacement parts. I showed him the replacement parts I had already purchased to try to fix it myself and he seemed surprised. He tried to make them fit and said they would not fit. He told me that I should just use rubber stopper mat if I wanted to use the tub. When he got to the kitchen faucet, he said that a piece of the hot water handle (that was broken) had never even been installed (which I later confirmed). He told me I would have to contact Moen. In the mean time, he fixed the hot water handle so that it was functional, but we were both aware that it would fall off again in the near future. Then he sat at the kitchen table and wrote up my bill and we exchanged some small talk that was perfectly pleasant. The charge for these services was not extravagant. It is just that I felt nothing was really accomplished. He may be perfectly right to suggest the rubber stopper for the tub, but he did not seem to understand my desire for a new shower head (try washing a little girl's long hair night after night).I also felt rather alone in terms of contacting Moen- I did not have the faucet's box or paperwork and I could not find any identifying number for the fixture. He said that maybe I could send Moen a picture of the fixture...(which is true, as I ended up doing it at a later date). So, yes my kitchen sink hot water handle was temporarily fixed, but I just did not get the idea that my other needs/wants were taken too seriously. He very well could have thought that my requests were impractical and that they did not make an awful lot of sense as I live in a rather simple town home and don't have anything fancy at all in the bathroom or the house...I definitely did NOT give the impression that I wanted to spend an awful lot...He was likely giving plain old practical advice...So my immediate needs were certainly met and that was that. He was also exactly right about sending Moen a picture of my faucet and then getting the part I needed. I eventually went ahead with that.

Very professional and we trusted the diagnostics presented. The technician was excellent in every way and we felt certain that his diagnostics were correct.. As our previous experience with Horizon has been good (we had an emergency service and they came in the middle of the night), we wouldn't have a problem using them again for this service except that their estimate for this service was considerably more than another plumber that we've also used previously Not sure why such a difference in price, but we will be using the other plumber simply to save the cash. (I took marked down for responsiveness, because the office had to be reminded to set up the appointment for the technician with the camera. Gave them a C as far as price, because it does seem more than the going rate for this service. Overall, still would consider Horizon in the future for emergency service. Everyone we've met from them has been exceptional and there was no problems with quality of the work).

Based on all the TV commercials Horizon has, decided to give them a try. Also, Angie's List had some really great reviews for this provider. For the past week or so, it seemed as though my thermostat wasn't "communicating" with my furnace. When I dialed in for more heat, the furnace would cycle for a bit the fan would work, but no hot air would be produced. I made sure my thermostat hat new batteries but that didn't seem to help at all. My experience with Horizon was positive from start to finish. When I called, I was able to schedule an appointment for the same day. I was then transferred to the scheduler who provided me with a window of time the technician would arrive. I got a call to let me know he was about 30 minutes away, well within the window of time. When the technician arrived (Matt), he checked the thermostat and then went to the furnace. It seemed that the only problem was that the flame sensor needed a cleaning. After he did that, he performed a maintenance check on the rest of the furnace and all was well. During Matt's visit, I asked him to check out the operation of the humidifier. During the 9 years of having this furnace, I never knew if it was working, or not. Matt checked out its operation and found that it was never wired correctly from day one and never actually worked! After about 1.5 hours, Matt got all the wiring sorted out and installed a new media pad. It now works correctly for the first time. Note: Horizon did NOT install this furnace or humidifier.. I was so impressed with the work done that I signed up for a Horizon maintenance contract that allows for two furnace and two AC tuneups to insure everything is working its best. I have nothing but good things to say about this whole experience! Horizon's TV commercials are much more than marketing and hype. They really do care about you and show respect and professionalism from start to finish. I highly recommend them and won't hesitate to recommend them to all my friends in need of heating/cooling repair.

They quoted almost $1000 when I know the work was less than 2 hours work and told me the work could not be performed until the next day. Had the work performed by another plumber who charged me $170 (no negotiation)

The replacement went ok but I later found out that they had disconnected my thermostat to my furnace and it did not come bakc on when the thermostat called for heat, Had to have a service tech come back out to the home. Also later found out that their rates were extremely high for the service performed

I called them yesterday because I had issues again. I specified I wanted them to snake out the sewer line. They said they didn’t have access to the clean out. I explained there were 2 ways for access and let them know where they could locate it. They called the resident and said they would be out in about 5 minutes but then called me shortly around that time and told me they couldn’t come out and snake the sewer for me. When I was explaining where they could get access to the sewer line they basically ignored me and the next time we talked they said the same thing "they didn't have access to the sewer line".

The appointment window was scheduled for 8a-12p. I was contacted twice the night before to confirm the appointment and that I'd be his first stop...which I assumed would be right at the beginning of the window...wrong! Though still in my window, the service techs (2 of them) showed up at 930. After 20 minutes of tinkering with my furnace, they explained to me what I already knew- the furnace and a/c units were old, the wrong size for my house, and inefficient. They then proceeded to employ scare tactics in an attempt to get me to agree to replace the units- "the longer you wait the more expensive it will be due to an average inflation rate of 6-12%" and "if this one particular component breaks CO will begin filling your house and you'll die." First off, inflation isn't 6-12% annually. Additionally, I've already told you (twice) that I plan on replacing it, so why use the fear of death (IF something that may or may not happen actually happens)? They then reinserted the dusty blower and told me they had to complete some paperwork and would return to go over everything. I wonder if they actually cleaned anything...

We had a leak in an old cast iron drain pipe.. We were planning to go away and needed someone quickly. We have seen and heard Horizon's commercials on TV and radio so we decided to give them a chance. They were very responsive to our call and were able to schedule the work to be completed within two days, on a Sunday, at no extra charge. The estimate seemed high but we know any kind of plumbing is costly and we assumed it would be a full day's work.Unfortunately, they were brutal in the removal process.They elected to use sledgehammers to remove the old pipe rather than systematically saw the old pipe into sections. Had they done this, it would have saved the integrity of the support piers, which were seriously damaged. Although the support piers were not necessary for the new pipe since it had to be hung by straps, the piers did not need to be destroyed in the removal process, except for expediency sake. Additionally, one of the support straps was actually attached to a removable work bench instead of a permanent structure (stud, joist). The entire job took approximately 2 1/2 hours which averages out to be about $1000 per hour. That's expensive by any standard especially when you consider that in the interest of being responsible homeowners, we chose to privately recycle all of the cast iron at our expense. The drain is functioning as it should but the cost does not justify the end result. Needless to say, we were very disappointed and would not use Horizon Services in the future.

I called Horizon Services to schedule an estimate on replacing my overflow tank and moving some black iron pipes. After 10 minutes on the phone with the representative explaining my request, she informed me that it would cost $79 dollars for nothing more than someone showing up to give me an estimate. I immediately told the representative that I was stopping my request right there, stating "I don't pay for estimates." Unfazed, she began a canned tangent on the value of charging me for an estimate, which was entirely bull. I repeated. "I don't pay for estimates." and ended the call. Charging money for estimates is, in my strong opinion, a completely unethical practice. When you run a business (as I do), providing estimates is part of your company's risk. Further, your travel, clerical, and ancillary expenses are tax deductible. This makes me wonder whether companies like this actually profit more on estimate fees that are worthless to the customer than actual service.

John was right on time. He was very pleasant and professional. I have VERY old plumbing and I was surprised at how quickly he found the problem and got it fixed. He fixed it very quickly and cleaned up so you'd never know he was even here. I was bracing for a $400-500 repair and it turned out to be only $194. Of that, $49.50 was their diagnosis fee. I was hoping that would be applied torward the repair, but they can't do that, but it was fine with me since they were still MUCH cheaper than the other big plumbing company I've used before. John knew what he was doing and got it done quickly. He was my hero yesterday!! He was very honest and explained everything to me. He didn't treat me like an idiot because I'm a woman. That meant a lot! I will definitely call this company again for plumbing repairs.

Unsatisfactory and unhelpful.

My main complaint is that they found a defect which did not exist in my heater, which I hadn't asked them to look at. Then they subsequently gave me a quote for $12K to replace both my a/c and heater. I decided to get a 2nd opinion. The 2nd contractor I called said my heat exchanger was under warranty so that even if it had a crack in it, it would cost $600 to repair (not the $2400 amount suggested by Horizon). But more importantly, when this second contractor came out to look at my heater, he said there was nothing wrong with it. It turned on fine, it heated my house to the proper temperature, the flames were shooting through horizontally as they are supposed to. He also said there is a fuse that would trip if there was a crack so I was not in danger of CO poisoning as suggested by Horizon. There was no crack in my heat exchanger, but rather there was just some surface rust which he easily scraped off with a screw driver. so warning to anyone else who is told they need to replace their A/C or heater by Horizon. Get a second opinion from someone who is honest and trustworthy. 11/17 update - We have been using the heater for a month so far this season and it is running completely fine, so this is confirmation that there was nothing wrong with my heat exchanger.

We had Horizon come out to perform routine maintenance on an older furnace in our house. We know that the unit is about 20 years old so certainly past its prime but has never been a problem. The first technician informed us that we had dangerously high carbon monoxide levels and that we had a cracked heat exchanger that required the entire unit to be replaced. He stated that whenever something this serious and dangerous is found they send a second technician to confirm the problem. A few hours later the second tech came out and, although he did not check CO levels, he found a possible "weakness" on the outside of the heat exchanger but no real crack. He also told us that we should have the entire unit replaced. They placed a call for us to the Sales Department and set up a sales call for later that evening. The sales consultant, of course, confirmed that we needed an entirely new unit that would run us $8500. I found this quite high as we had had the same unit installed for a second zone in the house just 1 1/2 years before by another contractor for just over $6000. He proceeded to "trash" the other contractor and tell us how they don't do near the quality of work or provide the same level of product as Horizon as "only Horizon is certified to sell the Lennox S line". (We have used the other contractor, Chud Heating and Cooling, for over 20 years with great success but decided to try Horizon because of their advertisement of great service). Given the fear of the CO problem we turned off the unit (Horizon did not "red flag" and officially shut down this supposedly dangerous furnace, which we have since learned is STATE LAW if, in fact, the furnace was dangerous) The next morning, in order to get a second opinion, we had Chud come out. The Chud tech immediately took CO readings from the REGISTERS in the living room and found ZERO Carbon Monoxide!! We then showed him the spot from where the Horizon Tech took the reading. He pointed out, quite incredulously, that the Horizon reading was performed from the EXHAUST PIPE to the chimney. As the Chud tech noted "That's what that pipe is for...to vent CO. It would be like taking a CO reading from the exhaust pipe of your car!" The reality is that we do need to replace a 20 year old furnace but it was never a dangerous emergency that needed to be done the next day! We then had Chud price out a unit more appropriate for the space (by the way they DO sell the same Lennox S line as Horizon) and the cost was $3000 less expensive. The problem we have with Horizon is not even the quoted ridiculous cost of the unit. We understand they have lots of trucks, techs and ads to pay for. Where we have a MAJOR issue is their DECEPTIVE SCARE TACTICS that are used in order to drive the sale of the expensive units. If we did not have the common sense to get a second opinion from a respected source we may very well have been SUCKERED in!

Went very well. Generally happy with their service, however lately I have had to wait on the phone a long time.

They were nice enough, but way over priced. I would not recommend them solely because of this. They quoted me close to $4000 for the same exact job that I got done for under $1000.

Well, 2nd time was the charm. I had 2 appointments with Horizon Services Plumbers in 1 day because I felt the 1st was solely interested in meeting a sales quota. My less than stellar rating is a reflection of the 1st appointment. During the 1st appointment, the Plumber quickly looked at the toilet and indicated I needed to rebuild the toilet, an extensive and costly repair for a fairly new toilet. What was even more outrageous was the cost quoted was more expensive than my simply replacing the toilet. I just couldn't see what logic he was using there. It definitely felt like a slimy sales consultation vs. someone with my best interests at stake. This issue of the toilet running had arisen once before, and I recalled that back then I had a Horizon Plumber come out to address the issue at minimal cost. With that repair experience in mind, I called Horizon and requested that they send the very same Plumber who had addressed the running toilet a while back. Fortunately, the Customer Service Associate taking my call was able to retrieve my records and find the Plumber I had requested. The 2nd Plumber, Zack came out - knew what was needed, kindly showed me the deteriorating ring in the toilet tank that was causing the issue, fixed the issue and called in a request to their office to see if he could apply a coupon to my service to save me some money and since I had the hassle of their coming out twice to diagnose and then fix the issue. During the 2nd Plumber's meeting, I felt like a valued customer vs. a checkbook. He showed empathy. He had no issue with my being present while he diagnosed the issue so I could learn what was the root of the matter. He provided some background on the solution he had used when he remedied the issue a long time ago & why that solution didn't last. It's been months since he came out and the issue hasn't resurfaced.

Our water heater broke at 5:30am on a Sunday morning so I was very relieved that Horizon was available to come and service us. The folks who took our calls were very kind and responsive, which I greatly appreciated. The technician we got was responsive and very helpful. The heater we needed had to be picked up and delivered from their warehouse and again, very appreciative they were able to get this all done in one day. I would like to use Horizon again in the future but I was not happy with their pricing structure. I know that I could have received a better price from local plumbers but did not have the luxury of contacting several that would be available on a Sunday. I know that I could have rec'd same heater and service for at least $500 less. I appreciated the service I received but will definitely shop around next time. I know that you get what you pay for but this was a bit extreme.

Our main drain line was blocked, between the house and the street. Anything flushed/used in the house backed up from the 1st floor toilet and floor drain, what a mess! I decided to give Horizon's advertised $99 drain cleaning service a try, while most other plumbers wanted $300-$500. OK, Chris showed up on time as promised, actually earlier! The main drain cleaning was done neatly and professionally. Gloves, shoe covers and tarp were used in the house anywhere Chris had been. Scope of work and final results were clearly explained to us. We are 100% satisfied with Chris's work and the final results. Hopefully I will not need to use Horizon's 1 year/1 cleaning guarantee!

They are good people to come out and do the work.

This is a tough review but very necessary. I had a flooded basement and didn't know why. Horizon came out with their $99 any drain cleaning special. Jeff was nothing short of awesome he snaked the outside drain from both the inside and outside. It turns out I need a new sewage trap because my house is now backed up. Horizon's policy is when one tech can not complete the job they send out a 2nd tech and a camera person who gives you the prices. The 2nd tech Mike was great too. He felt really bad the job turned into a bigger one. The 3rd tech or salesman came to offer the replacement of a sewer trap for a "bare bones" price of $6,400. If I got my own cement person to repair the dig it the price dropped to $5,400. Before I responded I was able to get 2 more estimates on a Sunday. They were both lower and the lowest estimate was over $4,300 LOWER!!! Horizon is good for small jobs when running their specials - the big jobs will not call Horizon for. A $4,300 difference is HUGE and nothing to sneeze at. I hope they figure out their pricing better because some of the people they have are really nice guys.

I called Thursday evening around 18:30 about an issue with my HVAC unit. I was given an appointment for Friday between 12:00 and 16:00. They also told me they would put me on a cancellation call list to try and get there Thursday night. If not someone would call me 30 minutes before they showed up. I received a call at 12:20 Friday and the technician arrived at 12:45. He introduced himself (Lee Barnes), asked about the issue, and wanted to get right to it. BTW... he did wear the booties (even though I said it was not necessary) Anyway, he checked everything out and then came and told me exactly what he found, how he would correct it, and what the cost would be. Lee also explain some things he had noticed that I might want to address. Which were done. He got right to work and knocked out re-piping the condensation line, changing filter, and servicing unit by 14:00. The bill was exactly what was quoted and everything was neater then it was. He showed me everything he had done and made sure I was okay with it. I must say that I never believe ANY advertisement, but I will admit this time that they do what they say. Also, Lee was a good tech and does take pride in his work.