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Posted onTrustindex verifies that the original source of the review is Google. I’m resorting to a public review because no one from Horizon HVAC will come fix a problem that occurred during annual service. I’m a “Gold Member” paying $768 a year for a service contract and can’t get a call back on a weekend, even with an answering service saying they’re reaching out to technicians on both Saturday and Sunday. I had a yearly maintenance this week and when the service team was done, my thermostat wasn’t working to turn our system on — on an 80 degree day. They claimed it was an issue with the thermostat — that worked all winter, no issues, and only stopped working after they were done with their service appointment. They left telling me to order a part they’d come back to install. The temperature is now dipping below freezing overnight and we have no heat — and no one will come out to fix the issue; even though I have the part in-hand. Regardless of whether they were the cause of the issue, the service appointment triggered it. They should be eager to fix it for a “Gold Member” and want to do the right thing. The earliest they can come out is next week, and they are planning to charge both a services fee and a dispatch fee on top of the “Gold Membership” annual fees I’m paying. I couldn’t be more disappointed with this customer service! Oh, and this is what the P-trap looks like after “annual service.”Posted onTrustindex verifies that the original source of the review is Google. Excellent service and pleasant staffPosted onTrustindex verifies that the original source of the review is Google. Ray sent us a text letting us know he was on his way. Proceeded to tell me that he could fix the heating system. But because of the age of system we might have change eventually (very reassuring).Posted onTrustindex verifies that the original source of the review is Google. The HVAC maintenance Tech came out today as scheduled. He was professional and informative. He gave us a good snapshot of what is good and what could eventually pose an issue, which will be watched just in case. Right now all is running properly, which was good to hear. So far, so good !Posted onTrustindex verifies that the original source of the review is Google. I had a great experience with Horizon HVAC from start to finish. The entire process was seamless, and their team was incredibly communicative every step of the way, which made everything stress-free and easy to navigate. Jacob, the technician was professional, knowledgeable, and genuinely took the time to explain everything clearly. It’s rare to find that level of customer care and attention to detail these days. I highly recommend Horizon HVAC to anyone looking for reliable, top-notch service!Posted onTrustindex verifies that the original source of the review is Google. Responsive and thorough!Posted onTrustindex verifies that the original source of the review is Google. Edit: There was no change in ownership. A new partner, Ray, joined later, but Mike was the owner throughout this entire process, from the initial sale through today. Please make sure your public responses reflect accurate information. Additionally, the claim that running the units during floor refinishing “complicated” your ability to fix them does not make sense. The floors were refinished in July, and we did not move into the home until November. Your crew ran the units during installation to test them, and that is what caused dust to be pulled into the system, not anything on my end. As for communication, I would like you to point to a single instance where I was unresponsive or difficult to work with. I have consistently made myself available and have been patient while dealing with repeated issues and delays. Frankly, your response comes across as dismissive and backhanded, something I now see reflected in several of your replies to other negative reviews. That lack of accountability is exactly the problem. Very disappointing. I’ve done my best to be patient, but this has been an ongoing issue since July when I hired this company to install ductless mini splits. From the start, things went wrong. We agreed on one brand of units, but on the day of installation they showed up with a completely different brand, leaving me with no real choice but to accept it. Shortly after, a team member quit and they sent a new crew that clearly lacked experience, which led to problems from day one. Since the initial install, I’ve had to call them back at least 5–7 times to fix repeated issues. After installing the units, they tested them while my floors were being refinished, which caused dust to be pulled into one of the units and also led to leaks onto my floors. Additionally, one of their technicians broke a mounting bracket during installation, which required a full unit replacement. To their credit, they replaced that unit and cleaned the other, but these issues were the direct result of their workmanship and should never have happened. There were also multiple installation and code compliance issues: • I had to repeatedly ask them to file a permit • The outdoor unit was initially placed directly on dirt instead of being properly set on blocks • Loose wiring was left on the ground • A required ground wire was not installed • Refrigerant levels had to be corrected due to loud squealing from the units Even after returning to address some of these problems, the work remains incomplete or careless. Most recently, they attempted to secure the outdoor unit but left a side panel hanging off and unsecured. On top of the workmanship issues, scheduling and follow-through have been just as frustrating. I’ve had to wait weeks at a time for them to come back and address problems. At one point, manufacturer representatives came out, but the company failed to send a technician to assist them, forcing me to reschedule and wait several more weeks again. Communication from the office has also been disappointing. The staff has come across as rude and lacking any sense of urgency or empathy despite the number of issues. When you spend thousands of dollars, you expect a certain level of professionalism and accountability, and that has simply not been the case here. Overall, this has been a frustrating and exhausting experience from start to finish.Posted onTrustindex verifies that the original source of the review is Google. They were very helpful and charged a reasonable. Jacob was knowledgeable about the problem we had for a while. Now the heat is working great.Posted onTrustindex verifies that the original source of the review is Google. Jacob was great. Very professional and explained things clearly.
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