Horizon Services - Air Conditioning, Heating, Plumbing & Electrical — Attraction in Havre de Grace

I hope this 1 star review catches the attention of Horizon. I started with Level in Havre de Grace, MD (acquired by Horizon in 2021) Services in 2013 and was loyal. A GREAT COMPANY!

When Horizon acquired Level, I continued with them until recently. Horizon will NEVER STEP FOOT IN MY HOME AGAIN. Let me clarify. Customer service is very nice even when they make a mistake. Technicians are always polite. Why the 1 star? Because Horizon is, in my opinion, an up sell company. Every single time a technician came (twice a year. I had the maintenance contract) the technician found a Big Problem that could be solved to the tune of several hundred to several thousands of dollars. I said no each time. You may ask why did I stay after a year or so if I suspected Horizon of up selling? Well the first year I thought it was a coincidence and dismissed it. I wanted to give them a chance and gave them the benefit of doubt. The next year and a half I was suspicious and contacted another HVAC company and my suspicions were confirmed. Yes our system is now 15 years old but I have been informed that with proper maintenance we should have several more years of service.

Every system problem that Horizon told me needed to be addressed has NEVER MATERIALIZED.

Our system is running just fine, thanks.

How is it possible that all the issues Horizon diagnosed for our system hasn't caused a catastrophic break down? If I had agreed to their recommendations, we would out several thousands of dollars.

I miss the honesty of Level. Yes I know they were pricier than other companies but in the many years they serviced our system I never felt unduly pressured or that I was being "taken".

As I said, Horizon is done as far as we're concerned. I gave them a chance. I don't trust the company.

This is my opinion based on my experience.

PS in response to Horizon's reply. First of all, did you actually read the review? Because if you had you would note it wasn't one job that resulted in my review. Second, I was a business owner and if I received a review like this the very first thing I would do was get into my files and check the client and look at the work done.

I would NOT ask the client to do the work. I think this speaks volumes about Horizon. I bet you didn't even expect this reply. And in addition, you did not give me a venue with which I could provide the job work numbers. Out of curiosity, how do you expect to make this " right"?Those words are very generic, and and meant to paint you in a more positive light to other consumers who may be reading this review. As I said, I entrusted you with the care of our heating and cooling system, and I gave you plenty of time to prove yourself.And I stand by my words.You will never come into...

If zero (0) stars could be awarded, it would apply to Horizon Services.

What led us to the sale of our new HVAC system with Horizon was the level of service, expertise, and professionalism that was promised. At this time, all three fields have failed horribly with our experience. Not only did it take three "professionals" to diagnose a failed unit of only 2 months in age, but it took three "professionals" to figure out that the installation was completely botched. The sad part is, only during conversation and extreme questioning, did a technician (who came to replace the system) finally admit that an incorrect system was installed. The furnace failed by not burning properly or exhausting properly. A natural gas furnace was installed where a propane system should have been. In addition to the incorrect system being inalstalled, a ventilation tub was removed during one of the three (3) service calls to force the system to run bypassing safeties. A quick Google search as follows: "If a propane furnace isn't exhausting properly, it can lead to dangerous situations like carbon monoxide poisoning due to combustion gases leaking back into your home, causing potential health risks and even death, as the exhaust fumes aren't being properly vented outside; other signs might include a noticeable odor, excessive moisture in the home, and potential issues with the furnace's heating efficiency". Unburnt fuel and exhaust gasses where being forced throughout my house, which led to several service calls. So not only were there severe health risks that were imposed by Horizon, but also a COMPLETE MISDIAGNOSIS of a "bad water heater," which has resulted in an additional $2,000 expense. So, to sum up our experience, Horizon imposed health risks on a family of four with small children, incorrectly diagnosed failures of other units to gain more potential sales, and failed to meet their promises on all levels of professionalism, well trained technical, and being experts in the HVAC world. At this time, we still await answers, returned calls, etc. from anyone at Horizon. Consider us extremely unsatisfied, satisfaction not garenteed unlike what is promised.

AVOID...

My hot water heater suddenly stopped. Horizon surprised me when they said they could have someone out that day and have it fixed that Day. My expierence with the majority of the population is that of nieve, senseless, inconsiderate people. The dispatchers at horizon were soo nice and informative. Called with updates of someone being sent out. I called my wife and told her there are still good people out there.... well untill the tech showed up. He initially didn't even try to fix the heater and went directly into selling quotes of changing it out. Speaking broken English the majority of our conversation was difficult to understand to say the least. When I asked how much it would be, he kept saying he needed to call managment. Long story short first quote was aprox. 6k. I said I don't have that much and I can't do it. He seemed stunned and again "called management". He returned and said a quote for 2700... 3000 difference some how between military discount and mangment. When I asked how is that possible and why didn't we start at that price he started explaining how this machine "a simple ipad" had this crazy software and it like has all these messages. No I said, if it jumped that much I don't have much trust in that quote either. He was a nice guy and waived the 89 dollar fee of coming out since he saw I was becoming enraged. I ended up installing a new 1300$ water heater that night for like 80 bucks of tool and pvc parts. Few youtube videos later we're back up with hot water. To say the least they restored my original view of the population and added thieves to the mix.

I usually don't leave reviews... but I felt I have an obligation to warn people, if that would of been a grandmother, single mom, someone not mechanically inclined they would of paid the 6k and been screwed. I almost paid it being stressed out from the million things on my plate. Thank god I didn't fall for it and finished with spending 1380 instead of 6000. Beware of this horizon company, it's ruff out...