For the 2nd time now, we have experienced a situation in which we were advised of a 4 hour time window with which to expect arrival of our assigned Horizon Services technician; this most recent time window was scheduled for 2pm - 6pm. At approx. 5:45pm, we received a call from a scheduling staff person who advised that the assigned technician was going to be late - they asked if we still wanted to keep the appointment. This was 15 minutes prior to the END of the large 4 hour time window made for the appointment!!! When I responded to the scheduler that, yes, since I took time off from work to accommodate the Horizon technician's 4 hour time window, of course I still wanted to keep the appointment. At that point, the scheduler informed me that we would be contacted once the technician was on his way. At approx. 6:04pm, we received a call informing us that the technician was on his way. Shortly after receiving this notification & at approx. 6:15pm, I received a call back from the Customer Care dept. (I had requested to speak with a manager during the receipt of the initial Horizon call telling us that the tech was running late.) The Customer Care dept. staff person apologized profusely & agreed that this lateness & lack of proper advanced notification is not acceptable. She also expressed shock to find out that this was the 2nd time that we had experienced this type of lateness situation. The Cust. Care rep advised that we would be setup for an extended service partner contract at no cost - a $99 value - I lost more than this by taking the time off from my job! I asked her what should I expect with an extended service partner plan - more lateness of technicians??? She assured me that this would not occur again & that the technician who was supposedly on his way should be at the house shortly. Now originally this time when we were informed of the technician's lateness, we were also informed that he was only about 20 - 25 minutes from us. At approx. 7:15pm & at this point becoming extremely frustrated with this nonsense, I called to check the status of the technician - the reception person was quite rude when I told her how ridiculous this was getting. She explained that the technician was coming from over 1 hour away - mind you, we were advised earlier that the technician was just 20 - 25 minutes away. At exactly 7:20pm, the technician finally arrived - now let us look a bit closer at this - our originally scheduled time window was set for 2pm - 6pm, the tech arrived at 7:20pm - this gave Horizon, the business that always claims to never be late, always on time, exactly a 5 hour, 20 minute time window to arrive at a "Service Partner's" location!!!!! NOT acceptable at all. In all honesty, I really feel bad for the technicians who have to work under stressful conditions such as what these types of situations cause. All of the Horizon techs that we have had assigned to our calls have all presented very professionally - I have no complaints about the techs. It comes down to this, if Horizon Services is unable to handle the heavy customer demands, then stop taking on so many!!! Stop pretending and falsely advertising that Horizon Services supersedes all other service providers - especially within the area of timeliness!!! This is just plain poor customer service & for people like myself who have invested an immense amount of money into Horizon Services thru plumbing/heating repairs, this should NOT happen... period. read more

Horizon might be pricey--30% more expensive than the next closest quote, but their equipment is the best and their customer experience blew me away. The sales rep that met with us, Anthony DiGiovanni, came out on a Sunday night at 7pm to discuss the job! Who does that? His quote was far more comprehensive than anyone else, incorporating additional duct work that no one else had thought of to make sure the HVAC equipment was efficient and the house was properly cooled and heated, as well as removal of the oil tank (something everybody else "upcharged" for). They also offer a 2-year warranty on equipment (everyone else was 1 year) and a 10 year warranty on all their workmanship (unheard of anywhere else). After getting promoted, Anthony drove in from Delaware to introduce us to the new point guy, Sean Mills, on installation day and assure us that everything would be as discussed. Sean was great as was his technician, Andrew. After a few weeks, we felt that there were areas of the house significantly colder than others. Andrew came back with a crew and spent a day running tons more duct work, all at no cost, and fixed the issues. That was in November. Fast forward 4 months later. Our basement flooded and the furnace was under water. A new service technician, Antonio Morris, arrives and is friendly, positive, and reassuring in the face of my panic and stress. 90 minutes later, the furnace is back on line, there is no charge for the weekend service call or the replacement parts, and Antonio says he is lucky to be able to help people in situations like this. Had I gone with another company, the price of the additional work-- the oil tank removal, the ducting, the return visits, and the emergency service call--would have invariably added up to the same price if not more. So glad I went with Horizon! read more

I finally decided to give Horizon a try for servicing a drain, because my regular vendor couldn't do it for 2-3 days. A very cordial "Joan" answered the phone at Horizon. As soon as I mentioned "Unit #2", Joan explained that they cannot service multi-dwelling properties. In the process of politely explaining to Joan that I owned the entire multi-dwelling property and that there wouldn't be any issues related to that factor....JOAN HUNG UP ON ME!!! I called back....asked to speak to Joan....and they stuck me in an endless hold. What a horrific way to operate a company. That jackass owner blabs on TV like he walks on water....and he trains people to hang up on customers just because they're incapable of reasoning. CALL ANOTHER COMPANY WHO CAN AT LEAST HAVE A BASIC RESPECT FOR CUSTOMERS OR PROSPECTIVE CUSTOMERS. -------------- UPDATE AFTER RECEIVING RESPONSE TO REVIEW -------------- A gentleman by the name of "Peyo P." responds to my review, stating that he'd like to have my last name or account number. I'm not leaving my last name and/or phone number on a public review. Furthermore, since I was calling to become a NEW customer, I don't have an existing account number. I called Horizon Services back to speak with "Peyo P." directly over the phone...so he could learn more about my experience. Christina who answered the phone insisted that she had NO IDEA who "Peyo P." was and insisted that I provide her with my contact info and detailed explanation of why I was trying to reach "Peyo P.". I left her the information....we'll see if "Peyo P." reaches out to learn more. It is PERFECTLY CLEAR after two contacts with this company....exactly why their front-line call center would hang up on a customer. read more

When I turned on my heat for the new season, I had no flame. Despite having used a smaller company recently for another job, I called Horizon in hopes a bigger company could get out sooner. Based on their "we care about you and your family, blah, blah" advertising, I thought I could count on their fairness, too. The tech who came out told me it could be my primary and/or my control board, and that he would have to replace BOTH just to continue to troubleshoot (e.g., there could be even more issues). I was quoted $2,200 just to do that much, and again warned there could be more. At that point, I was told I should just explore replacing the ENTIRE unit (it is just 10 years old). A day later, I have someone quoting my $7,000 (after the usual, 'let me see what discounts my manager can do,' 'you know, you can finance it,' 'if you agree to have it installed tomorrow' runaround sales crap). Thankfully, after the tech's suspiciously expensive, and vague, diagnosis, I called that smaller company and they were going to be coming out soon. So, I sent the sales rep on his way and said I'd call at another time to schedule the repair....yeah, I never planned to do that. The other company's tech came out and also agreed it could be the primary control. In fact, he felt quite assured it was. FYI, I had since discovered this part costs $60 or so. Moreover, this tech said he was just going to switch in the new part ON THE SPOT and see if that was the problem. If it wasn't, he would just put the old one back in. THAT is how easy changing a primary control is (does not alter the new part), apparently. 45 minutes later, the new part was in AND I HAD HEAT AGAIN. Never again, Horizon. NEVER. AGAIN. read more

Recently purchased a new oil burner from Horizon, big part of the sales pitch was "1 day in and out done", well yes installed in one day, afterwards i am made aware that another company has to come remove the old one, yet another company has to come and install the chimney liner, and another day a horizon tech had to come "fine tune" the unit, 2 days after fine tuning i get a call that they need to fine tune my unit, after telling them many times it was done they eventually said, no he just checked for leaks...so another day they send another tech, he checks says, oh yeah its done, then i get another call, we need to install a part we couldnt do till after chimney liner was done and we need to "fine tune" this goes on and on, yesterday, the 6th day ive had tied up a tech was here to install a valve, he had wrong one, they drove him out another part an hour later, after another hour of work, im told i need a different part and to be "fine tuned".....still havent gotten this phantom part for after chimney liner and now no idea how many more days till this is done....now i have spent what is to me a ton of money for this unit, and will never have peace of mind.... in my opinion the installers and techs we pretty good, but the office/management has been a total disaster, i hate that for the rest of my life i will never trust my oil burner....awful situation i hope noone else ever has to go thru read more

Christmas plumbing miracle! Horizon's 100% satisfaction guarantee is true! The day after Christmas our sewer line clogged and caused a flood in our house, and required us to shut off all of our plumbing. A Horizon technician arrived on time at 10:00 pm as promised. The technician worked to clear the drain, but unfortunately his snake broke and the head end was left in the pipe. Several more visits were required to evaluate and diagnose the problem. We were warned that it may require a complete pipe replacement, so we reluctantly prepared for the worst, more time without facilities and a huge cost. This morning, Chris Colucci, was dispatched to our job to retrieve the broken snake head and attempt to clear the line. Chris was highly skilled, tenacious and friendly! He explained what he would do and made us aware of what they would need to do next if he could not retrieve the snake. But, he was not about to give up! Two hours later Chris pulled the rogue equipment out of the pipe, and the sewer line was cleared and flowing freely. I cannot speak strongly enough about Chris. His personality, professionalism, and "can do" attitude are remarkable! We were lucky to have him come to our rescue, and Horizon is fortunate to have such a valuable employee on their team! Thank you Chris. You are the best!! read more

Wow ~ what a great team of service personnel. From the first team member, Vince, who alerted me of the problem with my heating system, to Alberto, who confirmed Vince's assessment and show me the problem "live" on the lighted camera, to Sam, who took the time to explain my options for heater replacement! What a great initial experience. Then came the team of Parker, David and Hass, who replaced my 22-year-old system the next day ~ awesome quick service. My new heater is so much nicer than the old one it replaced and much more efficient and quiet (as promised). The follow up appointment with Don - to handle some minor issues including the replacement a broken dehumidifier hose, securing an "insulation wrap" that was coming loose and ordering a promised carbon monoxide detector - was completed in a professional, efficient and timely manner (I had asked for first appointment of the day and was accommodated!!). I cannot thank Horizon Services enough for making an unexpected and costly incidence as painless as possible, including a finance plan that allows me to spread the cost over 12 months without interest and alerting me to a PECO rebate for the energy efficient system. Whenever I need services for my heating and cooling systems, Horizon Services will be my team! Thank you! read more

I'm normally a DIYer, but when it comes to Heater/AC I want a knowledgeable technician to provide the peace of mind that my family won't be freezing in the middle of the winter! I had heard of Horizon Services mainly from their radio advertisements and was impressed with their committment to training for their technicians. The ad made me "feel" like they genuinely had the customers' best interest in mind. So I called and made an appointment. From the moment they answered the phone, I felt the processional nature of the interaction. When Frank D called to say he was on his way, I was floored. Most contractors I have dealt with in the past weren't great communicators. Frank arrived as promised, greeted my warmly and explained his plan. (He even put on the orange booties to protect my floors!) Frank serviced 3 heating systems, and gave me the peace of mind I need through the winter. He even found a dead mouse in one of the systems! Made a recommendation for the service plan, and explained that the motor in one of the units may fail soon. Very, very happy with the service I received and will always use Horizon Services in the future. Highly recommended. read more

I have been meaning to do this for a while we got a electric water heater installed from the moment we called on the phone they were very professional very friendly they understood what we needed done and they dispatched someone to give us a quote that very same day within hours the technicians name is Calvin he was very knowledgeable and professional he explained everything before he left. I had maybe four or five estimate and different plumbers that came, he was the only one that explains everything in details regarding installation the product and warranties Etc. He was equipped with mask gloves and shoe covers which was great! Horizon Plumbing was not the cheapest but during the pandemic they worked with us and it became affordable after Calvin followed up with us. I just want to say thank you Calvin you were awesome you stayed and make sure everything was done up to code and even when you were done there was something that didn't look right to you and you came back in the house and completed it a true staple of a company that aims provide Excellent customers service. Kudos keep up the good work you are definitely the master of your craft. read more

Woke up this morning to an ice box of a house. Heater was not functioning. Called Horizon since they worked on my AC in the past and they immediately scheduled for a 12pm-4pm window to have a tech come over. The office called me at 11:42am to let me know techs were on the way. Frank & Brad got here at 12:15pm and were incredibly polite and professional. They were immediately able to diagnose the problem and had it fixed in about a half hour. I'm not going to shop around and nickel and dime on services like this. Not only was the price fair, but they got here within hours of my even reporting the problem. A few years ago I had another company come to service my furnace and they were very difficult to work with and impolite. As always, Horizon conducted their front office business with great professionalism and their techs Frank and Brad were just as kind, friendly, and I confidently believe, trustworthy. They will continue to get all of my business for HVAC/AC and also in the future, plumbing. Thanks a lot guys! Derin read more

I was experiencing intermittent problem of forced air gas heater not starting on call for heat. Technician (Douglas) arrived on time, diagnosed problem, explained options which included full replacement as my heating system is 20+ years old, immediate fix of replacing control board due to bad relay, and also replacing ignitor as it was working but not performing optimally due to age. I went with the immediate fix. The board unit part was available from stock, tech picked it up and was back in less than an hour to install. Tested out fine. After several days unit is working fine. Tech would not share a breakdown between parts/labor for the repair cost per company policy but rather than pay a charge for the service call & take time/effort to get a second estimate I trusted the company and everything worked out. Douglas also performed the full 21-Point Gas and Electric Precision Heater Tune-Up as offered for $89 and provided a complete report. Overall very satisfied with the service. read more

In the sweltering heat of summer, our 24 yr old Lennox air conditioner blew it's last puff of cold air. I thought it was going to take at least a week to have anyone come take a look at it and probably longer to schedule a replacement. Horizon Services sent a repairman to our house that night to see if it could be saved until we could get a new one. Unfortunately, it had to go. When I asked our service person when we could get on the schedule, he made one call and the next day the Horizon sales person was here and we had a new system in the following day! The service crew were very respectful and made sure to cover their shoes when entering the house. They explained how to operate our new system and to call anytime if we had any questions. I would highly recommend Horizon Services because of their swiftness of service, high quality systems, warranty, and the piece of mind of knowing they will be there when your heating or AC isn't! read more

My A/C recently stopped working and Horizon was able to schedule a service appointment the same day. The person I spoke with, Ashley, was great at explaining the company philosophy and on-time guarantee. I received a call back from Horizon about halfway into my service window giving me the technicians name and that he was on the way. He arrived as promised and did a great job of quickly diagnosing the problem and explaining what needed to be replaced. What really impressed me was that he didn't stop when he found the capacitor was shot - he also tested the fan motor and discovered that it too needed to be replaced. Other companies I have worked with would have quoted the price of the capacitor replacement and after that was done and it still didn't work, they would have then told me how much to replace the motor. They are probably on the higher end of the cost curve, but I will definitely use Horizon again! read more

SHADY, SHADY, SHADY! We were planning to use our home warranty company to cover this service. The plumber came out and gave us a quote and we told him we would need a detailed invoice to submit to the warranty company. The plumber told us it would not be a problem and told us to contact their main office. We accepted the job based on representations by the plumber. After the job was completed and we paid them $3500, they told us the detailed invoice would not be possible and would only give us a percentage rather than a line-item breakdown. What do they have to hide that they refuse to give us a line-item breakdown of an invoice? Why did they lie to induce us to accept the job? We will never use these fraudsters again and we are seeking legal remedies. Plumber also said he would be back to pick up and dispose of the 100 year-old old pipes, but they're still sitting in our basement. read more

We have lived in home for a little over one year and have had very high water pressure. In the past month the water pressure has gotten so high that we were worried about the pipes bursting or leaking. Called to schedule appointment for an estimate on fixing this problem which we had to wait a few days for someone to come...no big deal. Two men came out and were very upfront on costs and service needed to fix this. We needed a pressure regulating valve to be installed. The price was higher than we had hoped for and when I said what we were hoping to get the price under he offered that amount. So we accepted and job was actually done right then and done within one hour. It's nice to turn on the kitchen sink without water splashing all over ourselves and also to give our youngest a shower without the water splashing us then too. We would definitely use Horizon Services again. read more

A bottle of meds fell out of the cabinet above my toilet as it was flushing and went down the drain. I tried several small operators, but they couldn't service me for 3-4 days. Then went to Angies List who connected me with Horizon. From my first contact to the repairman, everyone was unbelievably helpful and cooperative. They agreed to send someone between 2 and 6:00, but at 1:00 called to ask if they could come early! The repairman determined that the service was more complicated than the one that I bought from Angies List, I agreed that his reasons were sound and accepted an uncharge that was quite fair and reasonable and off he went fixing it. He wore booties, took the toilet off its mount, using some tools, extracted the bottle and cleaned up after himself. Obviously, the whole organization is well managed. One of the best service calls I've ever had! read more

I have used Horizon in the past and although their prices were high they wer able to fix the problem the same day. Recently they came out to do a A/C check up. The tech said the contactor on the unit was pitted and could cause a serious problem. He quoted me a price of $500 and said that it would normally be $800 but since I have been a customer he gave me a discount. I told him the that I did not want him to change it a this time. My brother is a HVAC technician and I asked him about the problem. It turns out that I was able to order the part for under $20 from Amazon and it took my brother 20 minutes to replace the old contactor. Beware and get a second opinion before having them do any work. Because I am 75 years old, they thought I would just go along with their recommendation, instead they lost a customer. read more

Outstanding Service and Professionalism! I recently had a heating tune-up done, and I couldn't be more impressed. From start to finish, Alexander Ramos from Horizon services was the perfect example of professionalism. Arriving on time, prepared, and ready to answer every question with patience and expertise. What really stood out, though, was his friendliness and genuine kindness. Alexander took the time to explain what was being checked, made sure everything was running safely and efficiently, and left the area spotless when the job was done. It's rare to meet someone who is not only highly skilled but also truly cares about their customers' comfort and peace of mind. I'm very grateful for the excellent service and the warm, courteous attitude throughout the visit. I'll be requesting Alexander Ramos again! read more

In the midst of 4 days cooking, and cleaning for a large family dinner scheduled for Saturday last week, I discovered that I had a fairly good leak underneath my sink in the kitchen. This was Friday 12/8 - mid-day. I immediately called Horizon Services, since their advertising is so believable, only to be told that their "next scheduled opening" was more than 5 days away. I explained that I had 15 people coming to my house the following day and while the leak was not overflowing, it was definitely something that needed to be addressed right away. I was just told "I'm sorry", and that they couldn't do anything else for me. Pretty bad, Horizon, since what you advertise is something totally different! Shame on you for making people think you are always there for them. It will catch up to you at some point! read more