I am so disgusted with this company. They came to complete a heater tuneup and my pilot light went out causing me to be without heat here in NJ. They came out a few days later after they ordered the part to repair. Without my authorization they installed a control board, which was not being covered by them $900. They informed me if this after it was installed. I will not be using them again. If I could give zero stars I would. read more

I would never recommend this company to anyone. I had a small leak in the bathroom. I had an appointment yesterday from 12-4, at 4:45 I had to call them and they said they tech was running late. Late was not the word at 7:30 no tech and I had to make yet another phone call . They told me me he was running a bit behind. A Bit Behind was not the word! I told them I do not want someone coming to my house at 8pm at night so cancel the appointment and give me one for the next day. They gave me an appointment for the next day between 2-4. At 5pm I called them and they said I canceled my appointment yesterday and never made an appointment for today. Horrible customer service, no communication skills. Don't use them. read more

$900 for diagnosis of 2 systems and replaced 2 filters a switch a drain pan and sold us service for next year 3 hours and way expensive read more

One of the best companies I ever dealt with. I had 3 different estimates and not only were they the best, but the quality of the new air conditioner was much better as they gave us a Lennox . They came at 7:30 in the morning and stayed til 7 pm getting the job done. They gave me the best deal and even threw in a few extra things. Very happy with the job and the quality of the AC & new furnace ! read more

As already stated here multiple times, Horizon customer service is atrocious. I scheduled an appt. for plumbing services (toilets I can't get to stop running). They called the day prior and said they needed to reschedule due to lack of tech availability. Ok, no problem, I get it, stuff happens. Reschedule for following week. Window of 10am to 12 pm comes and goes. I call at 1230pm. They state they called 3 times and due to not getting in contact cancelled my appointment. This is ludicrous. They stated they called 3 times, they only called once, at 1058am. Gee, I didn't answer my phone, nah, just cancel? Wow. Rep on the phone blatantly lied to a first time customer. They've lost me and I will warn anyone and everyone to not use their services. Total garbage company. read more

Do not use this company! I am a regular customer with a comtract with them - as they installed my heat pump 6 years ago. I schedule my services 6 months in advance - 4 times in a row they cal and cancel - saying their day is booked with people who don't have service at all Impossible to happen 4 times in a row. awful customer service - can only speak to clerk not a supervisor. AWFUL Company - does not respect their customers. DON't use! read more

Horizon has lost me as a customer. I called them out for a simple spring tune up, zero issues with my heat pump system. At the end of the tech's visit, he told me the system was in bad shape and needed a full replacement. He pressed that now was the best time to replace before it failed, and set up an appointment for someone to come out for a quote. It just didn't sit right with me, so I called in another company for a second opinion. The tech from this company said he thought a full system replacement was absurd, all I needed were two new (cheap) parts, said my system has been well maintained and that it has at least 5 years left on it. Whole visit and part replacement cost less than $400. On further research, I found lots of people saying the same things - Horizon uses scare tactics, their techs are told to sell you on a new system and they get a financial incentive if they do so, and up charge horrendously for a new system. This company is clearly scamming people and if you hear from them that you need a system replacement, get a second opinion. read more

I will start with the good. Our technician was amazing. He was young but so knowledgable about the HVAC. He showed me my issues, did his best to remediate them, and educated me. He was not my issue by any means... As a recommendation I asked to have a sales individual come to my house and estimate a brand new HVAC system. After over an hour of walking through my house and counting every deposit and return and taking measurements he proceeded to draw up an "estimate" onto the back of a piece of paper. The estimate for a 80% 90k BTU and 14 SEER HVAC system was $19,000. He then proceeded to tell me I could finance for 11 years at $245 a month. This would be well over $30,000 after 11 years. I nearly choked when he told me this. I then told him I will be getting other quotes. He proceeds to tell me "This isn't car sales but let me go call my boss and see if I can work anything out." He came back with $1,500 off total. Since, I've received 3 quotes for higher efficiency products with more additional items and they all have been less than $15,000...total. Clearly Horizon is more worried about wrapping busses and pairing their logos onto bridges than providing fair estimates to potential clients. read more

Here is the experience.you will get if you call these jokers for H and C services. Things start out great. They answer phone, make timely appointments and follow up through email and text. But when they arrive at your home they will sit in front of your home on their cell phone for and a average of 17 minutes (happened twice) while you wait and then once they get out of the van the first thing they will do is ask you to "put your dogs away!" Great company to engage with. read more

My heater tripped a fault code for a high pressure switch failure. I reset the unit and got it working again, but decided it would be a good idea to call and have someone check it out and maintain the using as I knew it was 13 years old. The technician came out and told me that the error was likely due to top much gas being delivered to the system and that my gas valve was not adjustable. His solution was to close the ball valve to the the unit slightly to control the gas flow. He then went on to look at the electrical on the control board. The unit was functioning just fine at this point. I left him alone for about 10 minutes and thought to myself, he should be done by now... When I checked on him, he told me that the unit was throwing 5 or 6 codes at him that did not make any sense and now felt that either the control board JUST failed, or the gas valve went bad while her was there. He was glad it happened while he was there....! He went on to tell me that he could not get the part I needed until the next day and wasn't really sure which one was bad, so it was going to be trial and error. My options he gave me were: 1) pay $1200+ for a control board to install the next day 2) replace the unit for $12,000 to $20,000. I chose option 1. When he left, I now had no heat, a wife, a 70 year old mother in law and a 6 year old boy in a house that would make its way down to 45 degrees. As we sat around keep as warm as we could, I decided to look at the unit myself. Being an electrician, I have a basic understanding of wiring.... Something looked fishy with the control board... I swapped 2 wires that looked like they were in the wrong place and the unit only gave 1 error code not... Ignition failure..... NOT 5 or 6 codes... I called another HVAC company recommended by a close friend. He was able to come out the next day. He told me that the gas valve is adjustable and that the previous technician closed the valve and stripped the setscrews... He was able to open them up and now the unit works fine again. Now I have to replace the gas valve that was damaged, but it is 1/3 of the cost provided by Horizon. It is hard to believe that a company would partake in this type of business... maybe I am too kind hearted.... or just plain naïve But it is clear to me, that the failure of the heater was manufactured by Horizon's Technician in an effort to overprice any type of repair. I STRONLY SUGGEST CHOOSING ANOTHER HVAC COMPANY FOR ANY OF YOUR HEATING/COOLING NEEDS. read more

Just had AC unit installed. Stopped working twice. The worst part is the no call, no show twice and the dispatcher giving me the "other people are waiting too" lecture. I was frustrated that we waited around twice and no one bothered to call or text to say they weren't coming anymore. The technicians that came out to try and help were helpful and they were trying their best. The lack of communication and rude commentary from the dispatcher was the thing that will make us tell anyone who will listen not to do business with this company. read more

After jumping through hoops to reschedule my cancelled Service Visit, Horizon Technician, Christian Misar, arrived as expected within the appointed time window! Chris was timely, polite, professional and he took the time to throughly check over my two heaters systems. He took the time to explain what he was doing and what he was finding! Upon completion, he review all of the test parameters in a pictorial manner and provide a complete and concise explanation of each of the results! I would highly recommend Chris and would welcome him back into our home for next year's preventative maintenance of both of our heater / AC systems. Thank you Chris for a great job! PS: their management team could learn from their technicians about quality customer service and communications! I'm still waiting for their business manager, Charlie H. to call me back regarding their untimely cancelling my last service appointment! Please read my previous review for more details... read more

Horrible experience several years ago. So many problems with their billing service. The work was mediocre at best and overpriced. Would never use Horizon again. read more

Just spent the most frustrating 20 minutes on the phone with arising services of New Jersey. Want to get a new hot water heater, they can't give any information on the phone. Literally can't tell me what brand of heater they use, what length of years on the warranty (if any) the heater would have, how much they charge per hour or job or anything. They want to charge $89+ tax to have me have them come out and possibly tell me they'll charge who knows how much to do the job (I actually asked them if they could at least say that it was under $3000 and they could not do that, and all I was asking for was a guesstimate, not a guaranteed quote for replacing a hot water heater that was last replaced 10 years ago). terrible customer service. I have numerous properties that have been serviced by them over the last 10 years. No respect. I will be sure to explain to everyone they best stay away from this company. I don't know what changed there but be wary. read more

Twice in the last week I have made my plans around a scheduled air conditioner service. Both times now it has been cancelled by Horizon an hour before service was due to be done. read more

If you're looking for a classic "bait and switch," followed by terrible customer service then Horizon is your business! I inquired about their "tune up" special for $89, asking if they'd be able to top off my refrigerant for my AC unit as well. They offered to inspect my system to see if I had a leak, which I said yes as it was included in the "tune up." Shortly after the gentleman states he cannot diagnose the leak without adding refrigerant. I denied the refrigerant as it was too expensive and I would be shopping around. Therefore, there was no diagnostic test performed. This conversation was relayed by my girlfriend whom was at my house as I was working during this time. He ended up charging her $150, stating it was the cost of the "tune up" and diagnostic test of the leak. However, no tune up was performed AND there was no diagnosis because he couldn't perform the test without adding the refrigerant. When I later called, I pretended to be a new customer. "What's included in your tune up special" I asked. "Inspection of the lines and replacement of any refrigerant if needed." While this did sound too good to be true, this is exactly what I was told. I explained my frustration that a technician was at my house, charged us $150 and literally did nothing but look at the unit. No interventions were performed, no diagnosis of the expected leak and certainly no refrigerant was added. Several times I was transferred to their "dispatch center" which is simply two rings of a phone followed by an error message stating their mailbox is full. After repeated attempts I asked to have a manager contact me. I still have not heard from a manager, but did get a phone call from the technician. I calmly asked him why we were charged for a diagnostic test if he never was able to perform the test. He spoke in circles, contradicting himself and yelling at me despite me telling him several times that we can have a conversation without him losing control. I still have not received any word from this company. I see they have poor reviews on this site and I regret not reading them ahead of time. They get one star because zero stars is not an option. STRONGLY encourage anyone needing HVAC services to use any of the other reputable company's in the area. read more

Beware of this company! Go somewhere else!! Wish I could give it zero . Our unit ceased working and upon reading the google reviews, we called Horizon to have our house assessed for the new unit.our home was evaluated by Tony Gonzalez, a 'Comfort Specialist manager' forHorizon The following day our installation techs, Steve, and Dave, began the installation and worked into the following day. Upon completion of the installation, it was suggested we have our air ducts and vents cleaned to increase the unit's efficiency, so we scheduled the service call. The following week, our air ducts and vents were cleaned as suggested. Almost every week we called the company with issues with the system and each time we were informed to "allow another week or two before addressing the issue again" with Horizon. Each time Horizon made a service call, their service did nothing to improve the situation. When they arrived for the call, we watched them and all they did was open the unit and then leave fifteen to thirty minutes later. After each service call, they again told us to give it more time. Each time they came out we were charged a service fee of $95.00. Each time we called customer service the representative assured us they would submit a request with the billing department to send a copy via email. We have yet to receive the bill for payment, and it seems it was ignored so interest could indeed accumulate. When the technician came we were informed that there was no power The Horizon technician, Jermaine, tried to put the blame on the electrician who came to change the lights in the basement, where the unit is located. The electrician did not touch the unit. However, the Horizon technician was standing around preferring to blame the electrician before even checking to see if there was an issue with their system. After thirty minutes left but not without charging us with another service fee. They were unable to determine which switch the installer had assigned it to since the installation tech mislabeled it on #15, when it was revealed to be #13. After determining the issue, the electrician informed me that the issue had to do with the system not him and left. Immediately, Robert Rivera, the Horizon technician began to shift the blame back to the electrician. Initially, Robert refused to open the fur ace just like the previous technicians. If the first technician opened it the first time, they might have been able to resolve the issue and avoided the unit burning up. It is very clear that Horizon has been giving us the runaround and at the least very unprofessional. Robert left to pick up an item and came back within fifteen minutes, he informed me that the whole unit is completely broken, and it would require a new unit and that we would have to pay out of pocket on top of the $26,000 we already owed. He stated that the smell that omitted the night before came from the unit, and it was because the whole unit was burning for whatever reason .We asked to speak with the operational managerwe spoke to Marissa, Horizon Customer Service Manager. Marissa emphasized that the removal of the unit is out of the question and that they would like to send a senior warranty technician to evaluate the whole system. we waited for the technician that Marissa scheduled to come to our residence, but they were a NO-SHOW. We called the company once more and spoke to Chris Reesey, operational manager, who claimed that he was not aware of our issues. After we summarized the issues, he stated he was not aware of our issues and that Robert Rivera was a Senior Warranty Technician and that Mr. Reesey knew our case based on his notes. He stated that there two issues: 1) electrical and 2) cooling. We disagreed and informed him that it was one issue from day one. The unit was faulty, and Horizon was persistently trying to dodge their responsibility to properly install and service the unit. It is our understanding that based on the information from Robert Rivera, they cancelled the visit for the new technician and chose not to notify us. We informed him that when Jermaine came, we discovered that their junction box did not turn the switch for the unit on but rather was for turning on the basement lights. Worst customer service ever! Our unit is still broken! Never resolved so now in process in hiring a lawyer. Please beware of this company!!! read more

in May I called for service for ac not working right. guy came and said it was a refrigerant leak and he would order parts for repair. guy even told my wife AC is not a necessity. called a month later and the person on the phone was real rude saying they would call when the parts are in. 6 months later still no word. will not recommend to anyone. looks like I will have to call a Russian company to do the work. at least they will keep their word read more

They are all nothing but salesmen and have hidden charges financing is about the only thing they have on most companies, but it's messed up because they will charge you 10 times more than what it should cost so you're sitting there paying it off for the rest of your life... read more

Good if you have money to burn. For my Boiler/Hot water heater: Option A- they recommended REPLACEMENT for a 10 yo system LOL Option B - $3400 in parts and labor- and they did not want to discuss the parts/labor breakdown of the line items. I fixed myself in 1 hr for $70 in parts. Horizon even specified an air bleed process for $1200 - which my system does automatically. They couldn't even get their quote correct - written estimate was $1200 lower than tech's correct verbal quote. 5 calls later, I still don't have the corrected in writing. read more

I had a service technician(salesman)at my house Wednesday evening.The ductwork and equipment were unloaded by 7:30Thursday morning. I am having buyers remorse,having overpaid for this Lennox unit installation.I am not happy. We are not starting out on the proper footing for a product I want to stand up for a long time. I want to talk to an actual person,not some answer bot. read more

I had them come out for a general maintenance special they were offering, I did not check their ratings before hand--something I'll never do again even for something this small. The serviceman showed up and replaced a filter. He then went on and on about all types of broken pieces I have on my unit. I told him it worked fine and just wanted whatever came in the general maintenance deal. He continued to try and hard sell me on items that seemed totally unnecessary. When I received the follow up email where he stated he would list the needed repairs it was blank and just showed the minor service performed. I had another local AC company out today and they said "your unit is in perfect condition, it's 4 years old"--they charged nothing for the 10 minute appraisal. I'm amazed they have 3 stars. BE CAREFUL EVERYONE! read more

Charged $763 for replacing a bathroom faucet ( I purchased faucet myself). Called the office about exorbitant price charged but never received a call back. ill be losing their number!! read more

Our AC unit was not working, sent out worker-immediately had issues with the fact that our unit uses freon. Replaced capacitor, charged us $633 for service call and part/installation (looked a comps online...much lower.) Then proceeded to tell us our unit was overfilled with freon and he would remove some as it was overstressing our AC unit....at a cost of $485 to us. We have never had freon added to our unit, and it is old. We declined. A week later, unit broke again. Checked our receipt....they charged us an additonal $58 for a 'priority partner plan plus' which I never was informed of. Would NEVER do business with this company again. Money grab. read more

My old central unit just went. I had used Horizon for many years for AC and Heating tune-ups. They replaced a capacitor twice over the last several years. Charged me $445 last time. I know they mark-up parts but this is ridiculous. The capacitor cost around $28. They already charge $59 for the tune-up which is fine. I know they aren't making any money on that considering what they pay their techs, transportation and running a business. Let's say they value a tech at a $100-$150 an hour. It takes about 2 minutes to unscrew the housing where the capacitor is. Another couple of minutes to check the capacitor with a meter and observe it's condition. At best even with a part mark-up this job is around $250. The labor is negligible. Replacing a capacitor is the easiest job an HVAC tech does. Horizon isn't all bad. They show up when they promise. They answer the phone quickly. The issue with them is their profit margin is ridiculous. I'm not against a business to make money but what you are paying for Horizon's advertising budget which is enormous. I told some locally owned and operated what I paid for the capacitor job and their jaw dropped. I had the capacitors replaced both times because they were failing. It's preventive maintenance because when your unit breaks down you end up paying for a hotel room which I'm doing now because my bedroom is too hot to sleep in. I had Horizon replace my garbage disposal. It was $600. Again that is easily double what anyone else charges. Why did I do it. I couldn't run my dishwasher or clean my dishes and the other appliance repair companies earliest appointment was over a week away. Horizon came out the next day. You are paying for fast service but it is exorbitant. They are a great company if you are wealthy and price is no object. Just tell me in what universe a capacitor retails for $495. Google Trane, Lennox or any of the top of line companies and show me where the part is $495. It's $27.35 at Amazon. read more

if I could give them negative stars, I would. I have called Horizon and scheduled appointments on five different occasions. On each occasion the day of the appointment, I received a phone call saying that there was an emergency and they had to reschedule. Needless to say, I am not even trying to use this company. read more

I will never use Horizon again after our experience with their HVAC team. I booked an appointment for a smart thermostat installation in January. The technician that came out messed with the wiring for a while on our indoor units and thermostat, and, after a couple hours, ultimately came to the conclusion that our smart thermostat was broken. The regular thermostat that had been installed worked with the heat, so he suggested we order a new thermostat and install it ourselves. When he left, the regular thermostat remained in use. This part was fine, as the wiring was supposed to be set up to make it simple to put a new smart thermostat on and saves us money to buy it elsewhere. So, we buy a brand new smart thermostat and install it, still working fine with the heat. However, we have discovered in the warmer months that the A/C unit outside would not kick on. The indoor unit would run, the thermostat (we tested both the smart and regular thermostat) registered that it was trying to cool the house, but the outdoor unit just wouldn't cooperate. My husband suspected this was a wiring issue near the indoor unit, as the outdoor unit had power running to it, is less than 1 year old, and the thermostat wiring was correct. We decided to go with a different company to see what the issue was. The other company diagnosed and corrected the issue in less than an hour, and verified that the thermostat wiring was correct and the wiring by the indoor unit was not. The technician from Horizon came out here and messed up the wiring and left us without A/C and without the working smart thermostat. I'm starting to wonder if our initial smart thermostat was not broken, and if we spent $200 on a new one for no reason AND we paid Horizon $300 to come out here, only for them to mess up what was working correctly before they got here. TL;DR- We spent a total of $500 for Horizon to simply install a smart thermostat on a perfectly working, brand new HVAC system, and were left with no smart thermostat and no A/C. We spent $500 to have someone come out and mess up our HVAC system and then had to pay a different company to come fix it. read more

Stated I needed freon but overlooked a leaking king value. Had real hvac tech out next day and they noticed it first thing. Charged ridiculous amount for freon, no freon was in unit the next day. Total charges were $600 for nothing! read more

Scam artists. I had a 4 year old Boiler with a minor problem, they wanted to sell me an entirely nee system. I'd be willing to bet, most people had a new system installed by horizon. I'd also be willing to bet that the system that was replaced did not need to be replaced. read more

My garbage disposal had a huge leak, and I used Ez book to book an appointment. Service was timely, but i had major sticker shock. Getting a disposal replaced (that I supplied) and getting a drain cleaned cost me over $1000. Im all for paying for service and have no complaints about quality or timeliness but I definitely was so surpised for the high fee. Because i just needed it done now and was super busy, I'm sad to say i paid it instead of getting another quote or trying to DIY. this was an expensive mistake i won't make again. read more

I called on Friday evening, my air conditoner stopped working. Horizon was able to send a technician the next day between 12:00 and 4:00pm. I received a call from Horizon my tech. would arrive between 2:30 and 3:30pm. Jermaine arrived at 2:40pm. He was courteous and understood the problem right away. He was able to get the air running and explained what had happened. I was very pleased with the service a received and Jermaine was great. read more

I love this company and have been using them since they installed my HVAC system a number of years ago. We are also Preferred Partner members. So why a 3 star review? On August 18th, I scheduled my winter service check up. It was set for 10/17/22. I got the emails and texts confirming the appointment even as late as the evening of 10/16. The morning of 10/17, after taking off from work to meet the technician, I got a call saying I need to reschedule my appt since there are many customers who have no service and they take priority. They rescheduled my check up for 12/1! I asked them if they knew about the backlog for so long, why didn't they let me know earlier...or did it just happen overnight? Hope they earn a 5 star review from me again like I usually give them, after my Dec 1 check up. Hope they don't 'forget' my appointment. read more

Total ripoff called for my ac not blowing cold air within 10 minutes of the techs arrival I was told my unit had a line restriction and the repair would cost 2700.00 then I was told that we should consider maybe replacing the complete system keep in mind my ac unit is only 3 years old. We had another company come out he had us up and running in about an hour for 200.00 including the minor part that was causing the problem. So I would stay stay away from Horizon either the tech was clueless or they are just out to rip you off. read more

I was looking for a replacement heater and was advised to check out Horizon. They were very through and helpful in picking out the proper system for my home. The only thing my wife and I had a issue with is the price! Wow they were so much higher than the rest of the estimates we received. So we decided to go elsewhere in getting our unit replaced. read more

We turned the heat on for the first time this season and our furnace would not stay on. We scheduled an urgent service appointment for the next day between 4-8pm. No one showed up by 8pm, and no one contacted us. We called Horizon and they said the technician was 45 minutes away and still working on another job. Instead of having him show up after 10pm on a weeknight, we just rescheduled for the next day, again between 4-8pm. We then repeated the same story the next day. No one showed up by 8pm, and no one contacted us. We called Horizon, and we got a similar story about the technician being on another job, at least a half hour away. We just canceled and went with another company. I understand this must be a busy time of year, but if a business can't even come close to a scheduled arrival window two days in a row -- especially for "emergency" service -- that's a problem. And the complete lack of communication certainly didn't make it any better. We're not willing to get burned a third time, so we found another local company that will get our business moving forward. read more

Don't even waste your time with this company. Every time a technician comes out they are trying to sell you something. They have inexperienced technicians come to your house and break things and have other technicians come out to repair it. This is ridiculous. I had to pay more money with this company. read more

I booked appt online as prompted when i called the number listed on their website. At the end , it said someone will reach out to me. The appt date and time came and went, no calls, noone shows up. I call again , speak to operator to reschedule. I was told earliest available is 2 months from now. I told them their website lists same day or next day or it's free. She laughs and says , that's not true. This is false advisement and poor customer service. Wonder how they got such high rating on google. For how expensive they are, you atleast expect good service read more

These people are the worst. I scheduled an appointment on April 19 for an AC inspection and they gave me a date of May 22. They called, texted and emailed me to confirm the date and service window. I confirmed all 3 ways. Midway through the service window I receive a phone call saying they can't get to me and they want to reschedule in July around the 20th. Ridiculous. This is the worst customer service I ever had. I will never use or recommend them again for anything. And you should not use them either. read more

Cancel the day before after scheduling three weeks ago. What a shitty way to run a business.

I've had horizon services at my old property which we've turned into a rental property for both HVAC and plumbing work. Larry was very informative and explained everything thoroughly when it came to my heat pump. Jayson was very helpful when it came to replacing my toilet after my husband thought it was a good idea to replace our toilet himself. Each tech were very patient with my children who are all three under the age of 10. My HVAC unit was not replaced by Horizon and very much regret after the company who made the replacement caused a flood in my kitchen. We had to replace our entire first level flooring when I was 9months pregnant with my son. We had to live in a hotel for a week a week before Christmas. Overall my experience with Horizon has been very good and will continue to do my business with them in my new house in New Jersey. read more