Horizonservices Omdömen 

This company came to do our neighbors maintenance on a heater and ac system that is not old and they have a service contract. the young tech hit wires and broke them in unit. he could not fix it. they had to send multiple techs out and billed them numerous times for issues they started. the system ran fine before they came to the house.

They took advantage of two elderly people both sick. they damaged the HVAC system and cut wires when going to do normal maintenance contract stuff. seven months later still have not fixed issues and billed them multiple times.

I have been using Horizon for over 20 years. I have always recommended them. Not anymore. They have gone so far downhill that they're practically underground. The last 5 appointments I have made with them have all been canceled at the last minute with no regard for my time whatsoever. When I ask to speak to a manager, I'm told that nobody is available. My unit is new and under warranty with them so I don't even have the option of going to another company. I don't know what happened to them but they went from a reliable company with great service to one of the worst companies I have ever had the displeasure to do business with. DO NOT USE THEM!!!

I feel the need to alert potential clients about this company's dreadful customer service. We bought an HVAC system from Horizon in 2017. While we were concerned about their pressure tactics to upsell and in fact requested a different salesperson, our son, who was in the HVAC business, acknowledged that their installations were always excellent, as was their warranty length. Our daughter and her family with 2 very young children are living in the house now. This week, during a deep freeze, the heater stopped working. Warranty is still effective. Despite the fact that Horizon boasts 24/7 service, they were unable to get an appt until the next day. Window was 10 am to 2 pm. My husband stayed at the house for them. After 12, I contacted Horizon to get an estimate of ETA for him. The rep who answered said he needed to transfer me to dispatch. I was on hold for 35 minutes and got nothing. Called back, got a different rep who agreed she would call dispatch herself for me. This time I was on hold for 40 minutes and got nothing, including no call back. I called 3 more times, each one with the same scenario, either "transferring" me to dispatch or supposedly contacting dispatch themselves. After a total of 5 calls and remaining on hold for longer times each call, up to 50 minutes, I still had no answer by 3:10 about the technician arrival. Horizon also boasts about their "On Time Guarantee," which was clearly violated when we had no appearance or even a call by 70 minutes beyond the 2 pm outside time limit. The tech finally appeared at 4 pm, 2 hours after the window. He spent 5 mins, indicated there was a switch problem, and he had to order a part. There was no paperwork provided about the diagnosis, the part ordered or how long it would take to get it. The tech mentioned our daughter could call Horizon to get space heaters delivered. My husband and she called several times, placed on hold again, ultimately both were told the heaters would be delivered last night. The family waited anxiously for them to arrive, especially to keep their 1-year-old warmer, but nothing came, and no one from Horizon called. My daughter called at 7 am this morning, quite angry about the failure to deliver heaters, as they said they would. She wanted to speak to a manager and was told by the agent that she would immediately communicate with her supervisor, and our daughter would get a call back. It's now over 5 hours and no call back. Do not be fooled by the good communication while this company aims to get your business. Once they have it, perhaps particularly when they know they will make no money from a service call during the warranty period, they seem to lose all concern with customer service or goodwill.

Paid almost $5,000 yesterday to have the hot water heater replaced and we don't have hot water.
Piss poor attitude from the manager. Poor service since we don't have hot water.

Horizon are lying con artists only interested in new equipment, and they take advantage of people in their time of need.

We returned from vacation late in the evening. The AC, which we kicked on, before arriving home was not working. The outdoor unit fan is not running, and the unit was making a loud buzzing sound. This is mid-July, it’s stifling inside. I set up an appointment with Horizon, via the website, to have them come from thing in the morning. I have used them before for cleanings, and in this example I needed someone ASAP.

The tech gets here at 830 am. He tells me the ECM motor is bad, and out of warranty (by a month no less). It would cost 3,100.00 and take 2 to 3 weeks for the new motor to arrive, due to manufacture priority needs. Or, I can have a consultant come out for a whole new AC (12,000), which can be installed the next day. I say send the consultant out. I can’t be without AC for 2 to 3 weeks in July and August in NJ.

The used-car salesman/consultant arrives. Surprisingly, we don’t know each other but have a community connection. So he must be thinking he’s got me hooked. He does the whole thing, measurements, review, etc. The price for a new unit starts around 13,000.00. After discounts it gets down to 10k-24-hour deal. I made clear and reiterate that I am getting 2nd opinions on this. He tries to get me out of that. One thing, just like a used car salesman on a cheap lot, he asks what it would take to sign today. I say 8K (that’s a number I always expected to pay). He goes outside to consult with his boss. He returns and says he and his boss will give me the 8k deal, if I cancel all 2nd opinions, sign today, end of story. I excuse myself, telling him, I am going to call my wife to confer (I didn’t, this was fishy, I just sat and played Wordle for a few minutes). I return and tell him we’re going to get a 2nd opinion. So, I lose the 8K but get the 10K deal by the next morning.

I have my 2nd opinion come. He’s a local guy, independent, that I have used for everything. But he’s busy, and I knew getting him out first thing AM would be tough. But he got here in the afternoon thankfully.
He confirms that the motor shot. But then he says let’s check the warranty. I say it’s one month past (June 2015). He looks and sees that the system was installed in October 2015. SO I AM STILL WITHIN WARRANTY, AS THE WARRANTY STARTS WHEN THE SYSTEM WAS INSTALLED NOT MANUFACTURED.

Within 5 minutes, he’s got the warranty pulled up on his phone, and on the phone to his supplier, and will have the motor in on Monday (this all started Thursday morning).

So, knowing that, let us ask what did Horizon do? Did they a) not know the difference between manufacture and install dates (highly unlikely) or b) were there trying to screw over someone into paying 3,100 or 8K for a problem that is only $400. I think it’s B.

Horizon is a lying, deceitful, scumbag organization.

I email the car salesman and tell him not to bother contacting me again, I know what he tried to do.
I get a call the next day (Friday) from the service manager about my “issue”. I refuse to discuss anything with him over the phone, and get his email to begin a dialogue, I tell him I am going to post everywhere about this experience. I demand my service fee back. If they don’t I would fight that through the courts. I agree not to file complaints with BBB or the NJ Consumer Affairs office if they give me money back.

What happens next, astounds me. He replies with their 100-satisfaction guarantee BS, blah blah. He’ll refund the service charge, and magically, they have a motor (today! Friday) and offer to install it for free.

So, this went from 3,100 at 2 to 3 weeks (or suckered into an 8K new unit), to ta-dah! To their credit they are not smart enough to collude and keep the lie going.

I DARE HORIZON TO REFUTE ANYTHING THAT’S BEEN WRITTEN HERE. And if they do, their response is going to be “we tried to make it right, we have a 100% guarantee” blah blah. You know what they haven’t done, which would make it right, instead of just saying “sorry for your experience”, they can apologize for lying and trying to scam me in my time of need. I took a pass on the free install; I’ll have my local-independent guy do it, and everything on my HVAC ever.

TAKE MY ADVICE, GO LOCAL. STAY AWAY FROM HORIZON. DON’T BE FOOLED BY THEIR AVAILABILITY. IF YOU USE HORIZON, YOU WILL GET SCREWED OVER.

Need a good plumber? Do not use Horizon Services! They have been my go-to for my sump pump for years… I have a lot of iron in my water, which seems to kill my pumps. They replaced the first one under warranty, and put in a battery back-up pump, which of course I paid for. The second time they said I’d need to pay for the pump, and they wouldn’t warrant it because of the water. I agreed, and I paid them. But today I discovered they black-listed me.

So my pumps, both primary and back-up, died after all of the rain last week. I called Horizon 3 times today, attempting to make an appointment. The first person told me he couldn’t see my entire file, needed to talk to someone, then I was disconnected. The second person said there was a problem with my file, and they needed to ask for help, then I was disconnected. The third person said they no longer service our area, did not see any record of my buying the battery back-up pump, and had no idea how long they are under warranty.

So I called my daughter, gave her their phone number and the address of the house directly behind me. She called and they gave her an appointment on Saturday. So they probably don’t want to honor the back-up pump warranty and don’t have the nerve to tell me the truth.

I did call them back, talked to a manager, and they had no answer why they could not service my home. Never heard back.

Had a unit installed by Horizon 8 years ago. Have had nothing but trouble with the unit since. Had several service calls throughout the winter due to No heat. had over 4 tech's out all said the issue was something different. One technician advised he could not go into our attic due to "a bad leg" and that is where our heat pump is located. Other tech said a squirrel chewed through a wire- the next tech said screws were loose. Still had not resolved the issue. Had to put our heat into emergency back up heat which caused our electric bill to sky rocket. Asked for a service manager to call me back to discuss. He came out and said "nothing wrong with unit" and never called me back. I'm presuming because I'm a woman and he said "I spoke with your husband" thats rude and unprofessional since I am the one that requested to speak. Now, over the weekend- our unit started leaking water severely, down our walls ruining our paint- across our hardwood floors causing them to bubble. I contacted horizon immediately and was told this is not an emergency. Called back to get a sooner appointment since we were promised "priority service" which means absolutely nothing. Still no appointment could be accommodated so I called the service manager and was told "i barely have enough techs working this weekend" again not sure how that is our problem. I contacted horizon three times today to speak with a complaints manager and for over 45 minutes and three separate calls- never got to speak to anyone and got absolutely nowhere. My husband is one week post back surgery and HE had to climb into the attic to determine the problem. The customer service has always been horrible- they promise everything under the sun and follow through on NONE of it. Our newly renovated walls are ruined due to the water damage- which no one at horizon found to be an emergency. It was 75 degrees over the weekend so it is my understanding a leaking unit THEY installed would take priority over a no ac call.

I would give them a big fat 0
no stars, UP SELL KINGS
they don't want to fix anything!!
UP SELL YOU !! STAY AWAY
15k - 20k for a new heater. WTF
got it fixed $100 with part and Labor !!
STAY AWAY!!!!!

I was sold a service agreement during my last AC tune-up visit on 4/18/2024 which would cover my next two AC/Heating tune-ups. I was charged up front for the agreement. I scheduled my heating tune up on 5/10/24 for October 30,2024. I called the week before,10/24 to confirm the appointment and was told it was on schedule. I took time off to be home 12-4 pm as scheduled. I received a call on 10/29 late afternoon from Horizon which promptly disconnected when I answered it. Called back 3 times and was put on hold each time to be connected to dispatch. I was on hold for over an hour waiting to be connected. I finally got through only to be told my appointment was cancelled and it had to be re-scheduled for December. I wish I had never signed up for the service agreement. Once Horizon has your payment they don't give a s--t about you as a customer.         

We have a service contract with them for years with no problems. The last 2 appointments no one showed up. When I call they tell me they called my home and someone even knocked on my door with no answer. No phone calls on my cell phone and the front door was open and we have a dog so we know no one knocked. Today our air conditioner died with temperatures of 96 degrees. Said they can’t come until tomorrow!!! Their website and they advertise SAME DAY SERVICE. We are senior citizens and yes this is an emergency. Called someone else and said they would be here in a few hours. Canceling our contract and never using them again.

I'm highly disappointed with my recent AC service performed by Horizon Services. I took advantage of their $59 discounted deal in April. The technician rushed through the job in 15-20 minutes. He cleaned the condenser, looked into the attic air handler and took a few pictures, and gave me a brief report and was done. He didn't even change the air filter, which is supposed to be an important part of an AC tune-up.

I spoke to a manager in Horizon over this. He said he would offer me a full refund if I had paid, which I hadn't and wasn't interested in. I had another company service my AC properly in the meantime.

Horizon then sent me an invoice for $59, invoice #4199365. I contacted them via email to request to cancel the invoice, but received no response. I attempted to reach them by phone but was unable to get through.

I have previously used Horizon Services with quite positive experience, but this recent experience suggests a significant decline in quality and customer service. Given the rushed work, lack of communication, and attempt to charge me after stating that they would not, I will not be using them again.

I was solicited by phone to have my annual A/C inspection/service, which I have done every year. While on the phone, I was informed of a special deal if I arranged for both my A/C and my heater appointment (in the fall). I accepted the deal and was told I would receive a confirmation email, which I did not receive. When I called to follow up about the lack of confirmation, I was given lame excuses and told they could not send me a confirmation email for the deal and for both service appointments. No rational reason was supplied. I have decided to go elsewhere with my business,

Had appointment for heater service between 4-8 PM Got a call about 2:45 from Horizon Services stating they would have to reschedule because they had emergency and they can’t make appointment. I’ve been a customer of Horizon Services for 13 years and there has service has gone down hill. They always try to sell products every time they come out and constantly have techs pushing products you don’t need. This is not the first time they have called and canceled appointments at the last minute. Dispatcher was unprofessional as usual and and no supervisor available as usual. Said they would call back in 24 hours or Monday morning. Also I paid in advance for this service ahead of time in the spring. Time to move on but will ask to get my money back.Poor customer service.

AVOID!!!

If you ever need to do business with this place -DON'T - they are staffed by scam artists top to bottom. They pulled the rug on us last minute and HUGE LOSSES for us on our side while they probably made huge bank.

In short, I can state that these folks are horrible with regard to followup and paperwork which makes me doubt that the maintainance performed was nothing more than opening the furnace door and taking pictures. I had requested a service report/receipt and canceled service program moving forward. These guys are near unresponsive and I will be contacting the BBB.

A few years ago, I purchased a Lennox heat pump system from Horizon Services to replace the heater for the 2nd floor that had a failed heat exchanger. Up until this year, I was very satisfied with their annual service on both of my systems. This year they are loosing my trust! In early September, I scheduled my annual service for both systems for last Wednesday (11/17/21). They called, texted and e-mailed me to confirm the 12 to 4 time window do I took off Wednesday to be here for their visit! On Wednesday morning at 09:04 AM, I received a phone call saying that they would be canceling my service visit for later that day and offered a rescheduled date at their earliest available date in mid January - another 2 month out! I asked to speak with a supervisor and was promised a call back within 10 minutes. At 4:00, I called them back to speak with the promised supervisor and was once again promised a call back with the hour. On Thursday morning at 7:42 AM, I called them back with the same request - to speak with a supervisor regarding the cancellation of my service visits after 3 confirmation on them and after I used a vacation day to be there for them.

Another week has passed and still NO call back from a supervisor! Is this any way to treat a loyal customer who has provided repeat services over many years!

It’s obvious from their lack of follow through that they do not respect me as a customer or as a person and have NO regard for keeping their promises for the appointments that they make months in advance and for the common courtesy of returning phone calls from their repeat customers!

Thieves! Said a 4 year old furnace had a cracked heat exchanger and the control board was fried. Was told replacement furnace would be $7000. I explained that I did not have that much and was then asked "what can you do today" and 'I could use a sale today". Really?? After this, I called 2 other companies and neither found a crack and the board was just throwing codes but had power. They try scare tactics to get a huge sale. Was informed by many people that this is the norm for them. Needless to say, I needed a new board for $400 installed (Horizon was $900 for same part). I don't know how they are still in business after all the complaints I have come across. Terrible company!!!!!!!!

I used Horizon Services to clear a problem basement drain that had been slow for 20 years despite all of my efforts to clear it and speed it up. Finally it became totally clogged. In desperation I called Horizon, based on their $99 drain clearing guarantee. The technician arrived when scheduled and really worked hard and had to use all the tools he had available. It took over two hours and a lot of effort, but he got it cleared. He was pleasant and professional the whole time. The drain remains unbelievably speedy to this day over a year later. The total bill for the whole process was $99 as promised, with no hassles or extra charges even though he did have to replace some drain traps and price. I am impressed by their service and will recommend them to anyone and everyone.