I currently own a heating and air conditioning unit for my home that is less than 1 year old. In December of 2017, I had placed 2 service calls for problems with my heating. By December, there had been 4 service calls for my brand new $21,800 unit. The cold snaps in December really did not strain the system, but was affected by the way it was installed. The condensation line ran outside the house and subsequently froze and caused the unit to shut down. The first call for such this occurence happened on 12/14/18.
I have small child, 2 and a half year old daughter. I was at work when I got the call from my wife when I was at work and was told that not matter how much the thermostat called for heat, the temperature kept dropping. The highs that day were in the 20s. I put a call out for an emergency and had her leave the house and go to her mothers, the next town over. Someone arrived at the house later on that night and worked from 6pm to almost 10pm. He was in and out and worked very diligently. After he completed the job, we proived him with donner to take home with him and I asked him before he left if we could expect something like this to happen in the future. He assure me no. But he will need someone to come out to permanently fix the outside line so that it will not happen again in the future. Ok.
Fast forward 2 weeks. I wake up at 3:30 am and find that the house is 67 degrees on the ground level and my daughter's room, which we keep warm at 77 degrees overnight, is only 71. I already know what happened. I placed a call at 4am to the Horizon emergency line and explained the situation thoroughly for a good 5 minutes, 2nd call for same issue, was assured it wouldn't happen, I have a young daughter, etc. He was apologetic and I asked if something can be done earlier than the 3-7pm window he told me. He's not sure, but he'll try. I hopes of getting moved up because of my situation and my daughter, I called out of work to get this heating issue fixed. I was told that someone will be in touch with me when the office opens at 7:30. I got a call at 8am.
I'm watching the temperature dropping every 1/2 hour. She starts off the conversation with, "I was told to contact the homeowner at this number...What seems to be the problem?" Are you kidding me? After I poured my heart out again to this person. But she didn't seem as apologetic. "Sir, there have been appointments for installations for days, but I'll try to see if I can move you up. It most likely will happen around 12 noon." I hung up not having a good feeling.
I waited till 12pm and then followed up with another person, Kaye. Again, I explained the situation calmly but sternly because it was now the third call I had to make with no definitive answer. I asked if there was someone else I can speak with to expedite because she agreed that my previous phone call was not handled well. She offered to send me an email to submit my displeasure with the handling of the call and said that no notes were added by the previous service rep. I asked that she send me the link to my email address which she had on file and in the computer system. I never received that email.
I called again at 3pm this time. I spoke with Brittany, and for a 4rd time told her my issue. At that point I had it that no one in this customer service company knew of my issue, no notes were taken, and I had to start over every darn time I called the place? Unacceptable. I told Brittany that I'm going file a formal grievance with Horizon and I want the email of "Mr. Horizon" himself. I don't know his name but she got the idea. I got her email, wrote my letter and sent it off. It was then put in my file.
By 6:45 pm someone had arrived. I told him what heppened 2 weeks prior and let him to the unit. He looked around and basically asked the same questions as if he were me: Why did they run it outside? Of course it's going to freeze, it's 15 degrees outside! He was on the phone in a jiffy. I sat downstairs layed up on the couch under some blankets. It was now 50 degrees inside the house. He returned and assured me that it was NOT a frozen condenser line. It was the plumb bob in the overflow pan that tripped. He said that it was faulty and that I would have to be replaced. Catch is, he doesn't have the part. "could you wait till tomorrow and it will be out on the first truck out." Inside I was fuming. This guy was just doing his job, and he wasn't going to incur the wrath of 12 hours of waiting because that would not be fair to him. But I told him that I would strongly prefer that it be done tonight. I suggested "isn't there an on call guy that can drop off the part to you?" "Uh, yeah but...lemmie make a call." He was gone for about 10 minutes, trying to rig something up to make it work at least through the night. He called down to me from the top of the stairs on the phone with someone, "You sure you want this done tonight, I can get the part in tomorrow morning..." Sternly I said, "YES." He ducked behind the corner and under his breath to the mystery person, "Aww man, he said he wants it done tonight!" Of course I do! It's freezing in here! I paid a Honda Accord 8 months ago so that I don't have to freeze my butt off! Yet, here we are. That just added more fuel to the fire.
To no avail. He worked ( or tried to get out of working) for another 10 minutes and said in his best sad voice, there isn't anything he could do. He then told me that he will email John the head Warranty Manager that this was not right and that something has to be done. Wasn't that your job "Mr. Serviceman in my house right now"? I shook his hand let him out the door. I packed my things because I could not stay in the cold house. I left hoping that the pipes wouldn't freeze or burst when I was gone.
Fast forward 2 days later. The heat was fixed it got down to 45 degrees. I had my father over to let them in while I was work because I called out of work last minute and missed out on OT that I had been scheduled for when the problem was first discovered. I was contacted at work by Marissa the Customer Service manager. I spoke to her for 15 minutes during my break. I told her it was all unacceptable and that I would like to have the man who ran the company come to my house and formally shake my hand and apologize for the breakdown in communication on all levels in regards to my service call. She was apologetic and I saw what she was getting at: what monetary value can I place on this go make it go away kind of beating around the bush. I told her that what she offered me was the same amount that any random person who filled out an review online can get. I wasn't not interested. I told her I wanted the company to change their practices so that something like this would not happen again because it was appalling that the different people who had access to my account and service notes didn't not take the time to learn of the situation.
I called Marissa again after 4 days. I called and left a message with her lead phone operator. I was assured that she saw it was me and would call me by the end of the day. I almost did not call her, but on my way home it was snowing. I again was welcomed with "She's busy at the moment and can I take a message?" "NO. I will wait because she knows she was supposed to call me. She did not. I will hold the line and wait until she is done with her current call." Marissa notied me that she emailed her higher ups and have not received anything yet. Well, she should have contacted me to let me know of her progress and that soemthing is in the works. She did not and failed to gain back any trust from me.
A few days later I was contact by John the Warranty Manager and he was very helpful and apologetic. I thought I made some headway in the case and left the 20 minute conversation feeling like someone was listening. They were not apparently.
Brings me to the present, 1/30/18 I left a message with John on his personal extension that he provided to me and wanted to see how things were going with my request. I did not hear anything back as of this writing on 2/2/18. But on 2/1 I thought I would call Marissa again to follow up. I ended up leaving a message again and asked that they put in the note that I'll be available between 9am and 10am for a call. Guess what? You bet I did not receive a call in that time. I called just now at 2pm and spoke with another one of the customer service reps, NOT the Customer Service Manager. I truly believe that she is avoiding my calls all together.
You see the recurring theme? If you just employ the Horizon fade away, hopefully people will just forget and let it go. Voila, no more customer service isssue!
I'm not that gullible, lazy, stupid, or accepting. I want something to be done.
I hope that some executive takes the time to read this because this is an account by a now informed consumer who will advise that no one I know, friend, acquantance, person I hear in passing on the street to ever do business with this company again.
Horizon Heating & Air Conditioning Reviews
I currently own a heating and air conditioning unit for my home that is less than 1 year old. In December of 2017, I had placed 2 service calls for problems with my heating. By December, there had been 4 service calls for my brand new $21,800 unit. The cold snaps in December really did not strain the system, but was affected by the way it was installed. The condensation line ran outside the house and subsequently froze and caused the unit to shut down. The first call for such this occurence happened on 12/14/18.
I have small child, 2 and a half year old daughter. I was at work when I got the call from my wife when I was at work and was told that not matter how much the thermostat called for heat, the temperature kept dropping. The highs that day were in the 20s. I put a call out for an emergency and had her leave the house and go to her mothers, the next town over. Someone arrived at the house later on that night and worked from 6pm to almost 10pm. He was in and out and worked very diligently. After he completed the job, we proived him with donner to take home with him and I asked him before he left if we could expect something like this to happen in the future. He assure me no. But he will need someone to come out to permanently fix the outside line so that it will not happen again in the future. Ok.
Fast forward 2 weeks. I wake up at 3:30 am and find that the house is 67 degrees on the ground level and my daughter's room, which we keep warm at 77 degrees overnight, is only 71. I already know what happened. I placed a call at 4am to the Horizon emergency line and explained the situation thoroughly for a good 5 minutes, 2nd call for same issue, was assured it wouldn't happen, I have a young daughter, etc. He was apologetic and I asked if something can be done earlier than the 3-7pm window he told me. He's not sure, but he'll try. I hopes of getting moved up because of my situation and my daughter, I called out of work to get this heating issue fixed. I was told that someone will be in touch with me when the office opens at 7:30. I got a call at 8am.
I'm watching the temperature dropping every 1/2 hour. She starts off the conversation with, "I was told to contact the homeowner at this number...What seems to be the problem?" Are you kidding me? After I poured my heart out again to this person. But she didn't seem as apologetic. "Sir, there have been appointments for installations for days, but I'll try to see if I can move you up. It most likely will happen around 12 noon." I hung up not having a good feeling.
I waited till 12pm and then followed up with another person, Kaye. Again, I explained the situation calmly but sternly because it was now the third call I had to make with no definitive answer. I asked if there was someone else I can speak with to expedite because she agreed that my previous phone call was not handled well. She offered to send me an email to submit my displeasure with the handling of the call and said that no notes were added by the previous service rep. I asked that she send me the link to my email address which she had on file and in the computer system. I never received that email.
I called again at 3pm this time. I spoke with Brittany, and for a 4rd time told her my issue. At that point I had it that no one in this customer service company knew of my issue, no notes were taken, and I had to start over every darn time I called the place? Unacceptable. I told Brittany that I'm going file a formal grievance with Horizon and I want the email of "Mr. Horizon" himself. I don't know his name but she got the idea. I got her email, wrote my letter and sent it off. It was then put in my file.
By 6:45 pm someone had arrived. I told him what heppened 2 weeks prior and let him to the unit. He looked around and basically asked the same questions as if he were me: Why did they run it outside? Of course it's going to freeze, it's 15 degrees outside! He was on the phone in a jiffy. I sat downstairs layed up on the couch under some blankets. It was now 50 degrees inside the house. He returned and assured me that it was NOT a frozen condenser line. It was the plumb bob in the overflow pan that tripped. He said that it was faulty and that I would have to be replaced. Catch is, he doesn't have the part. "could you wait till tomorrow and it will be out on the first truck out." Inside I was fuming. This guy was just doing his job, and he wasn't going to incur the wrath of 12 hours of waiting because that would not be fair to him. But I told him that I would strongly prefer that it be done tonight. I suggested "isn't there an on call guy that can drop off the part to you?" "Uh, yeah but...lemmie make a call." He was gone for about 10 minutes, trying to rig something up to make it work at least through the night. He called down to me from the top of the stairs on the phone with someone, "You sure you want this done tonight, I can get the part in tomorrow morning..." Sternly I said, "YES." He ducked behind the corner and under his breath to the mystery person, "Aww man, he said he wants it done tonight!" Of course I do! It's freezing in here! I paid a Honda Accord 8 months ago so that I don't have to freeze my butt off! Yet, here we are. That just added more fuel to the fire.
To no avail. He worked ( or tried to get out of working) for another 10 minutes and said in his best sad voice, there isn't anything he could do. He then told me that he will email John the head Warranty Manager that this was not right and that something has to be done. Wasn't that your job "Mr. Serviceman in my house right now"? I shook his hand let him out the door. I packed my things because I could not stay in the cold house. I left hoping that the pipes wouldn't freeze or burst when I was gone.
Fast forward 2 days later. The heat was fixed it got down to 45 degrees. I had my father over to let them in while I was work because I called out of work last minute and missed out on OT that I had been scheduled for when the problem was first discovered. I was contacted at work by Marissa the Customer Service manager. I spoke to her for 15 minutes during my break. I told her it was all unacceptable and that I would like to have the man who ran the company come to my house and formally shake my hand and apologize for the breakdown in communication on all levels in regards to my service call. She was apologetic and I saw what she was getting at: what monetary value can I place on this go make it go away kind of beating around the bush. I told her that what she offered me was the same amount that any random person who filled out an review online can get. I wasn't not interested. I told her I wanted the company to change their practices so that something like this would not happen again because it was appalling that the different people who had access to my account and service notes didn't not take the time to learn of the situation.
I called Marissa again after 4 days. I called and left a message with her lead phone operator. I was assured that she saw it was me and would call me by the end of the day. I almost did not call her, but on my way home it was snowing. I again was welcomed with "She's busy at the moment and can I take a message?" "NO. I will wait because she knows she was supposed to call me. She did not. I will hold the line and wait until she is done with her current call." Marissa notied me that she emailed her higher ups and have not received anything yet. Well, she should have contacted me to let me know of her progress and that soemthing is in the works. She did not and failed to gain back any trust from me.
A few days later I was contact by John the Warranty Manager and he was very helpful and apologetic. I thought I made some headway in the case and left the 20 minute conversation feeling like someone was listening. They were not apparently.
Brings me to the present, 1/30/18 I left a message with John on his personal extension that he provided to me and wanted to see how things were going with my request. I did not hear anything back as of this writing on 2/2/18. But on 2/1 I thought I would call Marissa again to follow up. I ended up leaving a message again and asked that they put in the note that I'll be available between 9am and 10am for a call. Guess what? You bet I did not receive a call in that time. I called just now at 2pm and spoke with another one of the customer service reps, NOT the Customer Service Manager. I truly believe that she is avoiding my calls all together.
You see the recurring theme? If you just employ the Horizon fade away, hopefully people will just forget and let it go. Voila, no more customer service isssue!
I'm not that gullible, lazy, stupid, or accepting. I want something to be done.
I hope that some executive takes the time to read this because this is an account by a now informed consumer who will advise that no one I know, friend, acquantance, person I hear in passing on the street to ever do business with this company again.