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

Excellent

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

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.

They did a great job.

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.

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.

Still waiting for plumber,

In the middle of August, the morning of our backyard wedding, our AC went down. They had someone out within 2 hours to fix the old unit. We loved their customer service so much we eventually bought a new AC from them and a month later a water heater.

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.

PERFECT, ON TIME, VERY PROFESSIONAL AND PERSONABLE

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

exllent job

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.

Excellent, work was meticulous and neat