Yesterday, Memorial Day, our garbage disposal pipe separated; and water was leaking out. Because of the Horizon ads stating that they had 100 trucks at their disposal, I called them to fix this simple emergency. I was told that the earliest they could come out would be 2 days later (Wednesday), and that we would be placed on a "wait list." I couldn't be without a sink or dishwasher, so I called Mr. Rotor. They were able to come in less than an hour, and they only have 5 trucks. I guess that Horizon doesn't want their employees to work on holidays. I will never call them for anything. read more

We called Horizon to service our central AC as well as a mini split unit in one area of our home. When they came, the technician told us that the mini split could not be repaired and that it would cost $4,000 to replace it. In the meantime, they did us a "service" by inspecting our central unit, finding $500 worth of repairs. Not knowing better, we went ahead and paid for it. I called for another opinion on the mini split unit and they fixed it yesterday for $250! I have little confidence in the company and am sure that we overpaid for our servicing the main unit. They get you hooked by offering a low service call fee and try and make up the difference by trying to sell more than you need. I would not call them out again. read more

Sales guy will try to bend you over with no lube. Out of the gate I told the guy our price range, which was in the neighborhood of $5,000. Horizon rep quoted me $10,600 to do an oil to gas boiler conversion that a more reputable company would do for $6,300. This is for a small, 1,000 square foot house that already has a gas line. Any company that takes a $5,000-6,000 job and manages to add 60% to the pricetag are grossly inflating cost (maybe an inefficient business model?) or taking advantage with needless upsells. Horizon: Stainless Steel chimney liner: $2,000 100,000 BTU gas unit 84%eff: $7,500 Remove oil tank (above ground): $750 Total: $10,600 Why were they trying to sell me an expensive stainless steel chimney liner when, per the internet, aluminum (which is far cheaper) is the ideal liner for venting gas? Liquid creosote is an issue for WOOD BURNING stoves, which require a stainless steel liner. This job estimate was for a GAS BURNING boiler. You don't need a unit that big to heat this small of a house- and he wanted to get me over 80,000 BTU so they would have to change my 3/4" gas pipe over to 1". All of this equates to more money- plus they were upcharging big time on the cost of the unit. Rep advised that "...its better to get a bigger unit so it doesn't have to work as hard." Then why is there a calculation available on countless sites that tells me exactly what size I need- which is far less than 100,000 BTU? He also tried to make it sound like the warranty was special, when everything it actually comes with the boiler anyway. I could have installed a higher efficiency unit through a company other than Horizon, for the same price they quoted me on a mid level unit. Reputable company (also contracted by Peco): Aluminum chimney liner: $650 75,000 BTU gas unit 84%eff: $5,000 Remove oil tank: $500 Total: $6300 Horizon puts on a very customer service centric face and at least gives off the impression that they care. This however is completely irrelevant when you ignore customer needs and try to screw them over for thousands of dollars that that never needed to spent. Do not use Horizon. http://www.doityourself.com/stry/stainless-chimney-liner-vs-aluminum-chimney-liner http://askthechimneysweep.com/2010/07/stainless-steel-chimney-liners-vs-aluminum-chimney-liner/ read more

I had a very positive experience with Horizon. Kenny came out to fix a pipe that was leaking under my sink. He had to replace valves that a previous local plumber installed. Kenny quickly assessed and located the source of the leak. He was friendly, polite and very professional. I would highly recommend Kenny for any service in your home. Horizon stands by their work. I could have saved a lot of money if I had called them first. Thank you Kenny. read more

We called Horizon Tuesday morning, they came out first thing Wednesday morning to inspect our system. Jose arrived during the time window they provide. He was friendly and knowledgeable. He inspected the heating system, replaced the filter, and recommended we replace the system as its old and rusting, causing to it to leak outside. We were expecting to have to replace it anyhow since it is the original system in our condo. He called the office and set up an appointment to have a sales man come out. Jose was a wonderful technician. read more

We were previously customers of ServiceMark and had a service plan that includes yearly heating and AC unit tune ups (we have separate systems). I called and made an appointment back in September and that's when I found out that ServiceMark was acquired by Horizon, but they said that they would still honor all the service agreements so no issues there. They didn't have an appointment until early November, so the technician came out last week and upon looking at our furnace and sending pictures to his manager told me that neither he nor anyone else at Horizon was able to service it anymore because they were all unfamiliar with it. I don't know anything about HVAC, but honestly I'm pretty surprised that a large company like Horizon doesn't employ a single technician that is familiar with our furnace. Additionally, this must mean that all of the ServiceMark technicians were let go, because they were all able to service it. The Horizon technician was very professional and apologetic, and I am giving 2 (2.5 if I could!) because they are going to refund us the money for the service plan. But now I will have to pay every year for a tune up, and it's much more expensive than even what Horizon typically charges without a plan. I'm very disappointed that this happened. read more

They do a good job and the techs are really nice, but they can be really expensive.

Last night we lost our outdoor heating unit, of course it had to be below 15 degrees, so we called Horizon and they were absolutely incredible!! We literally called at 10:50 and they close at 11, talk about service. They were able to get a technician out as early as 8 AM the next day. Our technician Frank D was absolutely wonderful, he was thorough, Took the time to explain everything , completely repaired our unit , got in touch with our landlord and settled everything for us. We will definitely recommend horizon to any of her friends and family or anyone who needs them. Frank took care of everything within a couple hours and was able to get the parts the same day!! What exceptional service!!! read more

Terrible recent experience with a pre-paid central air "tune up" service. We had a technician here yesterday who worked on the main system as well as outdoor unit for 30-45 minutes doing who knows what. Fast forward to today, our air conditioning system won't even turn on (approx. 24 hours after the technician left). We called an alternate company to come take a look. The individual who came today took two minutes looking at our main system before he approached me with an honest, concerned look and said "who was here last and what did they do?" I had a funny feeling he'd be asking me that question. He proceeded to diagnose our system and determined that the Horizon representative not only disconnected a high heat limit switch (which is a safety violation), but he also snipped and capped a wire that tied directly to our circuit breaker, causing the system to short and not operate. These were obvious, blatant issues done for no reason at all aside from our system ceasing to operate and the potential for us to need to call Horizon to come out, and get paid for...again. Never. Never again. I have lost all trust in this company. Do NOT call them! read more

Horizon services just completed my yearly tune up and they did a good job as expected. Their technician Pat D. Was very informative of what he completed and informed me of repairs that were needed. read more

About a month ago my fiancee installed a brand new wood floor in our downstairs den and left for a trip right after. Of course, when he left, our fixer-upper of a house revealed 40 years of sewage backup all over his brand new floor. Freaking out for multiple reasons, I was very happy to have called Horizon right away. Even though they were booked, when I told the scheduling department what was happening (and that I didn't have plumbing!), the got someone out right away. The man who came out (whose name I can't remember, sadly), was so courteous and hardworking. He had come from a long job that forced him to come see me at about 10 p.m. Being home alone, that could have been awkward and uncomfortable for me, but he was so respectful and efficient with his time, that he made me very comfortable the whole time. He took care of the issue, working a long time, and even offered to schedule a camera viewing afterwards to show that they had cleaned out the sewer line. All of this for about $150.00. In a really stressful spot, this company and their employees were a Godsend! I can't recommend this company enough for plumbing and drain cleaning! read more

Finally got a call back after trying to call for 2 days, and waiting on hold between 4 and 20 minutes each time we called and were told 6/9 is the next best available appointment! NOT OK. I feel so naive having believed this company had service that was above & beyond. Not able to get through on the phone lines (no outgoing message about unusually long wait lines either - just a constant advertisement!!) and then when email finally worked, the best we get is brushed off by the person about the wait times and a bad excuse about the next best available appointment. thanks but no thanks. Don't care how big or small of a company you are. It's your customers that matter and how you treat them. #lostcustomer read more

Horizon advertises itself as being 24 hours and for not charging extra for service on weekends or holidays. Well, that is wonderful if you can actually get someone dispatched. I had horizon install 2 new units in my house about 4 years ago at a cost of about $25K. They are under warranty. This Friday evening one of the units shut down and produced no heat. There was a flashing error code. I do understand that it is a Friday night and immediate response might not be possible, but they tell me on Friday night that the first available is Tuesday mid-day. I have a house full of kids and pets, and the response is to wait 4 days for a technician to figure out why my under warranty unit is not working?!? I am sorry but that just does not work. I will say that I thought Horizon did a good job installing the units, but their service care is not acceptable. I had to find another company to come out and do what Horizon told me they would do. Very disappointing! Please consider service before buying a new unit from Horizon. A local company that cares about each customer and whose calls do not go to a call center that feels 4 days without heat in the middle of winter is okay is a better option!! read more

Horizon called me and apologized for the inconvenience. They listened to the recording of my call and I did confirm my appointment with them! She was very nice and apologetic over the phone and I was actually refunded my full amount I was charged! I would definitely use them again just because how sincere this company is with customer relations. read more

Customer service responded to my comments (which I also submitted directly on their site) and have given me a refund for my Gold Plan while still honoring the plan promises. It's great to know they that really do care and are working actively to improve. They also ensured that the tech came out at the time we originally scheduled. He worked quick and got the job done right, so never an issue there. Horizon has taken steps to restore my faith, but I'm looking forward to the fall to see their improvements in action. read more

I wish it were possible to give less than one star. Horizons basic maintenance is reasonable. But BEWARE if there's a needed repair. My first experience required replacing 2 switches in a heat pump. The parts cost approx $8 and took 15 minutes to replace. I was charged $350 for the effort. Part 2) Since I had a maint contract w them, I had them out on an emergency because my heat pump fan was not running in the winter during heating cycles. They correctly diagnosed it was a fan motor problem & quoted approximately $1200 to repair. I'd learned my lesson & called a local HVAC tech who repaired the unit for $400. ARE YOU KIDDING ME? NEVER use them for repairs!!! They will gouge you. read more

Don't call Horizon Services for a Water Treatment System. Purchased a $5,000 dollar System 12/26/18. Had my 1st problem 7/12/2019. the Pre-Filter was clogged with sludge. Water would not pass. Called Horizon Services at 8:00am, 7/12/2019. Told me the tech would be out to our home at 3:00pm. then it was 4:00pm, no tech, then it was 6:00pm no tech, then it was 8:00pm no tech. Called Horizon Services back and was told that they could not get in contact with Matt the Tech, no last name. Was told someone would call me back. NO CALL. Now its 7/13/2019, 10:25am. I called Horizon Services again and was told that they did not know what happened to my appointment from the day before and that Matt the Tech was booked today, I would have to wait till Monday or one day next week. I was upset! I told her that I need this fixed today, she told me basically that is just too bad. I asked to speak to a supervisor, she told me that there were no supervisors available to talk to me! She then went on about how Matt was booked today, again! I was so frustrated I hung up. I have a friend who is a plumber, he came over right away and cleaned the filter. So you see when a company gets so big so fast they forget what they are in business for. The Horizon Services people I purchased the system are not even with the company now! Matt Kepa and Jim Hauss. Red Flag on Horizon Services! Get you water system else where! read more

I called Horizon just about 10 years ago. It was a cold night and I came home to find I had no heating in my house. Having heard commercials stating that Horizon was available 24 hours a day, I called and they promptly sent out a technician. After introductions, the tech made an offhand comment about my suit and that "it looked liked I did alright for myself ". I was really put off by the comment, but was in a tough position. I took him to the basement, showed him my system and asked specifically that he check first to see if it was the thermal coupler. He immediately dismissed my request, looked at things for about 5-10 minutes and declared I needed a whole new system, to the tune of $9000.00. He told he could place the order right then and that they would be back in the morning to install. I was somewhat hesitant to make such a large purchase without researching my options, but he was insistent that I needed a new system ASAP. After he left, I immediately called a friend who does plumbing and heating and explained the situation. My friend came right over and after looking at the system for a few minutes, confirmed that I needed a thermal coupler. He got one from the truck, replaced it and the heater fired right up. The whole thing took 30 minutes; I paid him $100 for his troubles versus the thousands of dollars quoted by Horizon. When I called the Horizon tech to cancel the order, he got very upset and insisted I needed a new system. When I finally told him "No, cancel the order", he last words to me were "Don't blame me if you come home from work and find your dogs dead". (My dogs slept in basement in boxes near the heater when I was out.) That was 10 years ago. I still have the same system which is cleaned & serviced annually by a local reputable business. The reason I remember this situation so vividly is that it occurred on my birthday. Every time I see or hear a commercial from these frauds, it makes my skin crawl. Maybe they have some good techs, but my experience was so bad, I'd never call them again or recommend them to anyone else. And please do not have anyone from Horizon contact me. I was so put off by their behavior that one time ten years ago, I'm not interested in speaking to them at all read more

Woke up to find I had very little hot water. Called Horizon before 8am and a service technician was here by 10am that same morning. Kevin looked my situation over and discovered the reset button had tripped the unit off. He reset it and I was good to go. However, since my water heater was 15 years old, I figured it was about time for a new one. Although it was more than I expected, a new, more efficient unit was installed and he was out the door in less than 4 hrs. Clean, no mess, very courteous and I never felt any pressure to purchase a new unit. read more

Horizon is a crooked company. I called them in to check out my central ac system. The technician told me he would run a leak investigation and charge me $259.00 for . it. I paid it and he told me I had a leak in my coil and to replace it would cost me $2865. He further told me it would be better for me to replace the entire system which would cost me between $6000-$15000. I called the company who originally sold me my system and asked them for a referral. They gave me the name of a man who repaired my system for $900.00. In the process he did a nitrogen test and a vacuum test that held. He told me I didn't have a leak and that was that. When I called Horizon originally it was to buy their service plan which was supposed to put me at the front of the line when I called with a problem. What their ad doesn't state is that they put you at the front of the line of people who are calling for service or, you guessed it, at the back of the line. They are a disreputable service company. I would not look forward to getting reamed by them ever again and will gladly write this on the front page of the New York Times if they would let me. read more

i had to give this company a bad rating because of how many times they called us. they wouldn't take no for an answer. they said they wanted to provide a service for free. the fact that they were so determined to get into our house showed they had a different agenda. no company calls repeatedly to give something away. read more

I would never use Horizon Services again. The sales person was extremely aggressive in his sales pitch and promised us PECO and Tax credits for a heating and cooling system because of its efficiency that we now know are either are not getting or is a significant amount lower than he said. He pushed us into installing the system the next day so we could get a discount. Usually I shop around but I was going out of town and we did not have air conditioning during a hot spell. Also, I should have read through the sales pitch but the sales person talked about his church, music, etc. and seemed trustworthy. Because of the quick installation, we decided to go with an interest free financing plan by a finance company recommended by Horizon. This part has been a nightmare!! The finance company added $55 within the first month of fees. Then they called our house and harassed and coerced me to pay them an amount that was double of what was due. I caught them on that but, i was so stressed from the harassment that I did not check with my husband. He paid the amount already. In the call, the finance company, GE Capital (another bad company to deal with by the way) tried to charge me another fee of $15. The amount that is now owed is much higher than what we were told would be due by the Horizon salesperson. After I spoke to my husband and found that he paid the amount, I called GE Capital back to ask them not to charge my credit card for the payment. They said that they could not talk to me because my name is not on the account, my husband's name is on the account. Funny because they were about to talk to me to collect my payment and Horizon allowed me to sign the contract in my husband's name because he was there. So to give money back to me they couldn't talk to me but to collect money and sign a contract for work they could talk to me. I called Horizon to tell them about the trouble I was having with the finance company and they immediately interrupted to tell me that they have nothing to do with the finance company. I told them that I understood that they have nothing to do with the payments but that they recommended the finance company and I was harassed and coerced by them. The supervisor of billing at Horizon was very confrontational and was not helpful at all. In fact, she was rude and seemed to lack knowledge about the relationship between the company and its clients. I would not do business with this company!!!!! read more

My gas furnace did not start up. I had replaced my old analog thermostat with a new digital thermostat a few years ago with no problems. I am familiar with the workings of my gas furnace, and replaced my hot surface ignitor with a new one but this was not the cause. So I called Horizon to come fix whatever the problem could be. The technician could not get the furnace to start, so he bypasses the thermostat by rewiring the furnace, and the furnace starts. He then examines my heat exchanger and notices very small cracks. At this point he stops all work and states he cannot do anything else to fix my furnace because it is company policy to not get my furnace in working condition until I replace the cracked heat exchanger due to possible CO poisoning. I have several problems with this. First, my very tiny cracked heat exchanger in no way is related to why my furnace is not starting. In fact, many people now who have old furnaces greater than 15 yrs old are using their furnace with cracked heat exchangers. Second, the assumption that cracked heat exchangers lead to elevated CO levels in the home is wrong. I have CO detectors all over my house and none have gone off. Also the technician did not have any CO meter and did not take any measurements to verify his assumption. Third, he quotes me $300 to replace my thermostat with a new analog one and $1700 to replace my heat exchanger. Seeing that I have replaced my own thermostat, a digital one at that, for less than $50, this is outrageous. I paid my showup fee to Horizon and told the technician to get out. Afterwards I fixed my problem by replacing my induced draft motor, which was the real cause of my problem. Horizon is overrated. Look closely at the bad reviews online and you will conclude that these guys play on your fear and overcharge you and tell you that you need replacements that are not needed. So beware, they are con-artists of the highest caliber. read more

after seeing countless reviews about how reliable Horizon was I called them when I had a pipe burst in my living room ceiling. Told them I had buckets all over to catch the water at 10am, was told the best they could do was get someone out tomorrow. no thanks read more

So much for their advertising! I had a leaking pipe and called because of the 24/7 service statement on their website and in their ads-Was told that someone would call me in the morning. No thanks. read more

Don't believe the commercials that say fast service. We called about our AC not working, we were hoping to get an appt fast since the temps were in the 90's and very humid. We called on May 26th and were told the first appointment was June 8th. Fast service I think not!!! read more

Update - very shortly after this review was posted, a manager called and apologized for the wait. A repair technician was dispatched right away. The tech had to refer our problem to management and suspects a new unit will have to be put in - looks like we really did get a lemon! We are now waiting for a call to see what the next step will be. Will update as things progress. I am grateful that this was taken care of so quickly, but it is a shame that I had to resort to extremes to get action. I hope they turn out to be the company they say they are. So far so good on the attention. We purchased a heat pump from Horizon in July for $14,000. This morning we woke up to no heat and put in a service call. (this is our 2nd call in less than 3 months). We were told the first appt. available was Nov. 2nd - a week away! I called back and was told that it was a mistake (good thing I called) because they have a lot of new hires and she put us in for the wrong type of appt. After waiting on hold for awhile, I was sent to the scheduling dept. and was given an appt for 2 days from now - still not good enough from a company who is supposed to be available 24 hrs! No matter what I said I could not get an earlier appt. and our house is freezing - I can't imagine how cold it will be tonight. I believe we have a lemon and will be pursuing getting a new unit when the technician comes out on Friday. Right now, I can not recommend this company as we are terribly dissatisfied. Please go elsewhere - buyer beware! read more

While technicians might be ok, the call center lies cheats and steals to get into your house. They don't tell you the prices before hand. I got a quote of $380 for a a/c leak check + service charge and frown if needed. When I paid $225 a few weeks by by Andy there service provider. Then the guy quotes me $2300 for a job the other provider charged me $725 for.p the same job. They lie. Stick with more reputable local repair companies stay far away from Horizon or pay the price. Argh they wasted my time and day. read more

I wanted to give a shout out to ZS for quick troubleshooting, however, after reading reviews, especially taking advantange of seniors I cannot give kudo's to the company. Way overpriced and be wary. ZS you are the real guy read more

Came on a Saturday morning of the coldest weekend of the winter. It was a draft motor on our heater which left us with no heat. Said they would have the part on Monday and quoted $872.90. When I called Monday with -15 degree windchill they said i would have to wait till Tuesday afternoon. My husband called a Lennox part place. In less than an hour I picked up the part and my husband replaced it in 10 minutes for $177.00. Is Horizons rate $600 an hour? Really their prices are insane. read more

My husband called them for our furnace since we see their ads constantly and get their flyers in the mail. Wish i had checked their online reviews first... knew i had called the wrong company when the tech started talking about replacing the unit before he even diagnosed the problem! He did not seem to know what he was doing and seemed to have more sales training than service training! I realize there is mark up, overhead, and labor (plus we have to pay for their huge ad campaign), but quoting $800+ for a $15 part and trying to force us to buy a new system when ours is only 7 years old is ridiculous! read more

I have used Horizon in the past. They are expensive, but their technicians are professional and competent so I over pay, but know the job will be done right. Last year I paid in advance for the routine maintenance for our air conditioner and heater on a retainer basis. I called today, May 15th, to schedule an appointment and was told they are "booked solid" until the middle of August. It's funny, if I called to schedule an appointment for just about anything they'd be out in a day or two, but now that they have my money I am at the very end of the line. The lesson here is do not get into their retainer program. You become their lowest priority. The customer service rep kept repeating the same line. "It's not that we won't provide you the service, it's just we're busy and that's the earliest we can schedule you." In other words, we're not breaking any laws, we'll just get to you when we feel like it. I wish I had known this when I signed up. Very, very disappointing. read more

I'm an old geezer (88 years old), but I know when a game is being played for my retirement money. My 14 year old gas hot water heater began to leak. I called Horizon to see about a replacement. Seemed simple enough, although they would not, over the phone, give any estimate of cost. A "Plumber" from Horizon soon arrived. After a cursory look at the leaking water tank, we sat down at the dining room table and he presented me with number of unwanted accessories. I declined the various offers. He then began to be a bit pressing on having me sign the contract -- which came to be a whopping $2,321.00 He finally decided that I was not an easy mark, and so he ended up telling me that I would have to pay $51 for the "inspection" of the "problem" -- since I had not heard of nor had agreed to such a thing, I simply refused to pay it. He finally stopped pressing this issue, and left -- rather sour of face. I went to another major contractor and happily paid the reasonable cost of $1,100.50 This contract took into account that I was a Korean War veteran -- 10% discount! So much for Horizon, which I knew and earlier respected as Service Mark. read more

Don't believe their TV ads. I called for emergency service on March 21 and was told they couldn't come out until April 6. So much for truth in advertising read more

The service is SUPER! The technician called 20 min before arrival and got here on time. Very nice gentle man. Provided me with very clear and thorough explanation on the problem we had with our furnace unit. Since we had a very old (24 years) furnace system, he took time very patiently to educate me with the current technology available on the more environmental friendly and energy saving unit. Also explained to us how will the design of the new system as well as the installation process will take place. I am very pleased with this service experience. Strongly recommend Horizon! read more

Frank D. Came out to tune our AC. Courteous tech, very informative and helpful. Great experience!

Horizon came to fix a leak from the toilet and wound up replacing the toilet and laying in about six feet of pipe. They came a few minutes late, and as they promised, if they are late, the job is free. So I got a new toilet, pipes and about 10 person-hours of work for free. So it's hard to complain. The job seemed fine. The technician was professional and weighed out the options for me and you know, it was free. I'm still in shock. Their Bill states it would've cost $2440, which I think might be high side for the job, but...it was free. They also scheduled me within 48 hours of my call which I thought was quick. read more

I had a burned-out blower motor on an American Standard unit that had been working properly until the motor failed, and called Horizon for the repair. The technician came as scheduled, then proceeded to do a complete system check, opened up the A-coil chamber, checked the controls and thermostat, etc., criticizing almost everything about the system and its installation, which had been done by a local firm about 10 years ago and had worked flawlessly through the seasons without service issues. After completing that and finding nothing else wrong, he gave me an estimate of $1057 to replace the motor and capacitor and $1200+ for a service contract. I refused further service and paid the service call minimum of about $80. I then called the original installing company, who came within a few hours and replaced the motor with an original equipment motor and capacitor. It was still expensive at about $700, including about an hour for the driver to go to the motor supplier for the proper system components, but there was no high-pressure sales talk--just workman-like behavior. Best part of the Horizon service? The technician put on shoe covers and didn't swear at me. Other than that, pretty much a loss. If I want a high-pressure sales talk for home services I don't need, I know where to go. read more

Never again! A/C stopped working so I called Horizon. Technician checked the system and told me I need a whole new unit. Then he offered to check the heating system while he was there. Again he said I need a new heating system. Estimated cost about 16K. Called another HVAC contractor. They had the AC running in about a half hour and gave both systems a clean bill of health. That was about 4 years ago. No problems since. read more

Initial work was good but we were expecting a 79.99 cleaning charge but found out it was 179.99 for an oil heater cleaning. We paid 239.99 service contract which covered that charge and promised priority service for any heater service for a year. Sure enough, our heater went out and we called for service. They told us on Friday that earliest appointment for service was Monday. That's priority? We called to get our money back because they claim 100% satisfaction guaranteed. They did return our money but we changed companies to one who came within 2 hours of our call. read more