Horizon Services

We have a contract as a "Service Partner." Their web site cites several advantage of the program including: "As a Service Partner, you are our priority! You can jump to the head of the line when you call! Your job will be scheduled ahead of others. This applies to routine and emergency calls." We had three gas leaks found less than two months after our routine service and I notified Horizon on 2/15/2013 of the leaks that needed repair and that pending the repair the gas to our home (Heating and Hot Water) had been shut off. They said they were sorry but they were already scheduled, and the best they could do was come in 48 hours. The weather was clear and dry. There were no weather emergencies. I explained that we had no heat and they said that was the best that they could do. The temperature fell into the teens both of the nights we were without heat, and the first night was rather windy so the temperature in our house fell to 51 after 24 hours and 41 by the time the technician arrived. In summary, the technicians are quite good, but the management leaves a great deal to be desired. Their inability to meet the promises they list on their web site may reflect poor management or defective advertising. Either way it is quite unfair to make promises in their advertising that they are unable to honor. This is especially true when the customer pays a premium to become a preferred customer.

They are excellent. They are very thorough and very professional. They follow up too, which is nice. We had no complaints. We also had them come out and look at another unit. They gave us a couple of options and price points to replace the unit; they also offered discounts. It was very good.

They were excellent. They are expensive but they are very good and very thorough. They did exactly what they said they were going to do.

They are very good. They are very prompt. When they say they are going to be here, they are; they even show up ahead of time. I am very happy with them.

Needless to say the Horizon person could not and did not do anything. After contacting another company the cause was determined and fixed including a system check performance within forty-five minutes after their arrival, and the cost was $159.00.

Originally Horizon came out for a gas heater tune-up, but the technician found a hole in our heat exchanger (among other issues). He provided an estimate for repairs, but recommended a replacement as it was 19 years old. This was my first time using Horizon, and while the repair prices were very high, I was impressed with the professionalism and friendliness of the technicians. Horizon sent someone that afternoon to give price quotes and we decided to replace the heater through them. We did not get other quotes because we wanted the job done quickly, however we were able to negotiate a slightly better price than the original quote (~10% lower). I am sure we could have found a lower price with another company, but I felt very comfortable with the product and service they were offering. We decided on a Monday afternoon to proceed, and on Wednesday morning two technicians came to the house for about 6 hours. Again, they were very professional and friendly. I was impressed with their cleanliness (shoe booties, drop cloths, left my house as clean as it started). There were no price changes from the agreed price, even when the technician decided it made more sense to plumb the condensation line across our basement into our sump rather than into the French drain as was previously done. Overall, I was pleased with Horizon and their services.

The technician arrived within the promised window. The repairs were completed to my satisfaction.

It was an urgent call and they were very responsive. As soon as I hung up the phone the guy was knocking on my door. He was very good at what he did and very knowledgeable. They are pricey. It was my second use of Horizon, while he was very knowledgeable, one of the things on the advertisement was we have everything we need on the truck and we don't have to come back. The guy was missing a part on his truck and I had to wait 20 minutes for him to come back. That I was not too happy about. Other than that, he did the work exactly the way it was supposed to be done. He offered some suggestions. I had asked him about a senior citizen discount and he had no knowledge on that. To me, if you are going to come out and you are going to do the pricing, you should at least know how old you have to be to have a senior citizen discount and what exactly the discount is. He was very professional.

They are very reliable and good. They take time to explain things, are honest, and are reasonably priced. They even wear booties on their shoes to keep our floors clean. We recommend them to others.

First came out and told me what I needed done, they gave me two options. One being the most exspensive, second being one I can afford. I know I need a new Heater, but My husband and I couldnt do it now. They were out here twice within 3 days. I am pleased with what they did.

It was a high pressure sales job, I needed it the same day the heating system check-up was performed. All three inspectors said it was a good job, fire inspector, electrical and plumbing. I have better air quality now in the house including lower humidity, also new plumbing lines were installed going through the living room closet and the crawl space--but the A/C and heating system was very expensive. We had two systems installed before and the first installation was a fire hazard (too close to an inside wall in the closet) but we left it in place for twenty years, the second sytem had a venting problem which took a very long time to resolve (the builder went bankrupt and never paid the electrician, so I was told by him because he did electrical work--installng a ceiling fan for me later). Maloney left a big mess behind which I got rid of. The second system was also replaced about 20 years, 6 months later. I received rebates of $300 from the electric co. and am waiting for the $400 from the gas co. I had an energy audit done and a check came in the mail for $775. on Jan. 28/13 because of this new installation..

Wonderful! They were great!

Our 12-yr-old AC system appeared to be leaking coolant as summer began, so we got about 4 quotes for new systems. The Horizon salesman, a former installer, was the only one who could really answer all our questions to our satisfaction. We had problems with upstairs and downstairs being way different temps in summer and winter. Horizon was the only one to offer dual-zone systems. It was expensive, but we were most concerned with comfort if we we going to spend a lot on a new system anyway. The dual-zone system delivered what they promised, about a 2-3 degree difference in temp between rooms in each zone. The system was installed in a day, although one nonstandard part on the zoning system had to be special-ordered and installed a few days later because we had a weird original ductwork in one area. During the start of the first heating season, the system was not heating. A tech came the morning we called and replaced a broken wire connector that apparently lost its connection. Thde system has been working very well since then without problems. The AC and heat are much better than ourold system. I have done a detailed analysis of fuel efficiency with our old unit, but I know we are saving at least $30 to $50 per month in gas/heating and probably the same or more on AC, but we did not see a full summer yet to compare. Horizon was the highest bid we received, but we did want a much better system than we replaced. Horizon was the only company that really seemed to know what they were talking about. Another vendor offered a single-zone system, but the salesman seemed to have doubts about it--never a good sign. Another real small company said the only solution to fix the hot 2nd floor was to put a second system in the attic. I'm not an HVAC expert, but that sounded weird to me. Only commercial buildings and warehouses have the AC on the room, I think. My wife and I met with the saleman in the evening so we could both ask questions. Since we both agreed that this was the best option and they could start the install the next day, we accepted the quote right there after hashing out some details and some back and forth. We were not sure how long our old system would hold up with July just getting started. We would do it again with Horizon if we had the same situation, but I hope we're good for another 12-15 years now.

Service technician, Pete, arrived on time. Told Pete that pilot light had blown out in 2nd floor furnace during summer and my husband had relit it when the heating season started. Upon investigation Pete found a crack on the heat exchanger which he suspected might be the problem when I told him about the pilot light and showed it to me with a camera device. Said that furnance needed replacing as a crack means there's a carbon monoxide danger. He shut down 2nd floor furnace and continued to service the 1st floor unit which was fine. Had a second technician come out to verify problem at no extra cost to me. On the spot they made an appointment for me for a sales estimate a couple days later when both my husband and I could be available.

Nick arrived 50 minutes late for his appointment to give us an estimate concerning replacing our 19 year old 2-zone HVAC system. He seemed very knowledgeable. We were feeling very impressed . At the end of several hours reviewing our current situation, answering questions and taking measurements throughout the house he sat at our breakfast table and scribbled some numbers on a pad of paper and expected us to commit to the $25,000+ job right there. We were flabbergasted. We had used Horizon Services for more than 3 years and had been impressed by their service quality, but this was the first time we'd been exposed to such sales tactics. It was a hard sell and very unprofessional. We told him his was the first appointment for an estimate and for a job of this size we were planning to get more estimates and proposals before making our decision regardless of the past positive relationship we'd had with Horizon Services. Nevertheless, he projected a bad attitude when we didn't commit on the spot. We told him we would need to see a written, detailed proposal. Two days later got a call from Mark, their "Quality Control Mgr" saying he had a couple questions for us and wanted to present some "new incentives". Nick was apparently on the road. I had not received their proposal yet and the phone call felt "sleazy" because they wanted to come out and review the estimates I received from other companies with me because "it's hard to compare estimates since there's so many details involved" and provide a "last look incentive". I told them I still needed a proposal outlining specifics and would compare the details myself. I didn't get their limited proposal, light on specifics, until more than 2 weeks after our initial estimate appointment. Too late. Apparently there had been a problem with their email. Very disappointing experience. Not what I expected from Horizon Services given my previous A ratings for service. I went with one of their competitors who treated me with more respect and professionalism.

The sales professional was on time and professional. However their sales pitch was just that, a ptich He spent 2.5 hrs telling me why their company was so great and how their technology was far superior to other companies. He showed me pictures of what their install would look like and if I went with a "back of the van" company what their install would look like. He told me they would recycle components of what I had already and their goal was to use these older parts so the system would break down every couple of years. At the end of the 2.5 hrs he gave me a quote of 12,700 and 1,000 discount if I signed right now. I told him I needed to get other estimates and while he pushed to have it installed the next day (not overly so) we couldn't have it done anyway so he left without the sale. He didn't leave any written quote and I actually had to ask him the brand of boiler they were going to install. When I got my other quotes, horizon was 2x the price of the other companies even with the discount. Same system, same technology and all new parts. The company I went with actually had other components to make the system run more efficient. I think the scare selling tactics of telling us how other companies are not service oriented, will give you a cheap install and are "setting the hook" for future service calls is deceiving and wrong. The company is preying on people not doing their homework and getting multiple quotes. I also received a follow-up call from their QA dept which was a glorified sales follow up. Once I answered the basic "was he on time, was he professional, etc" he started telling me about the company and how great they were. I told him we went with someone else and he couldn't get off the phone quick enough. He didn't care why we went with someone else which I would think is what the QA dept would like to know. I would not use this company again and while their preventative service was fine, their more expensive services are way overpriced . Do your homework if you get a quote from them.

Received an ad in the mail. Technician Tim was on time and courteous. The ad says that a single heater tune up would take nearly 60 minutes to complete and cost $89.00. We have a dual (two heater) system. They charged $178.00. I asked why the second heater also cost $89.00, since the first $89.00 surely took travel time and costs into account. I would have thought the second heater, since they were already here, would be more like $70.00 to $75.00. I was told "that's what they charge." They pitched a couple of other services and quoted $321.00 each, $642.00 for two igniters, which show some wear. also digital thermastats at $265.00 each, $530.00 for two, which I could do myself for considerably less. The whole service for two (2) heaters lasted about 35 minutes. Technician said they don't lubricate as claimed in the service as our motors were factory sealed.

The repairman arrived on time. He found the problem - a minor switch gone bad - and repaired. it. He then allowed me to take advantage of their then-current offer to do a tune-up to the furnace (that included the repair ) for not much more than the repair alone would have cost. This included another tune-up a year later.

I've dealt with several Horizon employees for various purposes: plumbing, estimates, then this crew for the heat pump replacement. As a single woman speaking with men, I never felt condescended to or as though I was being taken advantage of. Definitely not the company to use if you just want to get a job done for as cheaply as possible, but I feel comfortable with the quality of the products and the services. The workmen showed up even a few minutes early and worked throughout the day until the job was done. They were polite and not intrusive. They checked with me when a change was made to the original plan and explained why it was necessary (NO additional charge beyond the original estimate), and they carefully walked me through everything after they were done.

Tech arrived on time. He then spent 2 hrs working on the heater. I then got a most unwelcome sales pitch for an air filter and a carbon monoxid dector. I have both. the next morning, the heater would not come on so I called in to Horizon. Thet could not send anyone until after 5pm. It was less than 60 degrees in the house. I checked out the heater myself and discovered a wire off. I replaced the wire and got heat. It seems that professionalism is going down hill at this company. I am quite wary of them.Any other tech who came here had the heater done in 1 hr or less and everything worked well. Be careful!!!

Excellent service - was back up and going just a few hours. Everything was great!

We have older pipes and the bathtub train frequently clogs. The last time it did, we had a coupon for a $99 drain cleaning from Horizon. The plumber did an excellent job clearing the drain. And he recommended purchasing a different type of drain cover with smaller holes. We did purchase a different cover at Home Depot and haven't had an issue since

Tech was on time. Price was very high. All he wanted to do was sell me a service agreement. Did not use them.

The tech was here for 2 hrs and made more noise than any other tech who had been here in the past.He seemed confused and unsure of himself. After he was done, I got to listen to a most unwelcome sales pitch for carbon monoxide detectors and expensive air filters. I already have both. The next day, the heater would not turn on so I looked at the heater and found a wire had been left off. I replaced the wirw myself and got my heat back. I have used Horizon for several years and find their service is going down hill. How sad.

The rep, Chip, was very personal, pleasant, and professional. However, after his nearly 1 hour sales pitch, his price was 44% higher than other quotes. While I appreciate they take time to cover their shoes while touring the house, I'd much more appreciate a reasonable, competitive quote. Horizon's prices are just crazy prices!