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Horizon Services - Air Conditioning, Plumbing & Heating complaints

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2607 Rolling Road. Suite 201
Windsor Mill, MD 21244 | Get Directions

(410) 648-2178

http://www.horizonservices.com

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Total Amount in Dispute:
$11,233.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Horizon Services - Air Conditioning, Plumbing & Heating closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Horizon Services - Air Conditioning, Plumbing & Heating

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3/8/2022

RESPONSE: Complaint was not answered Amount in Dispute: $11,233.00 Amount Settled: $0.00

Customer Complaint

2/10/2022

We had a service guy out to look at our upstairs furnace on 1/25/22. The service guy deemed our furnace inoperable. On 1/26/22 we got an estimate for a new one. He made it seem they were very hard to get and that smaller companies were sending people to them. 1/28/22 new furnace was to be installed starting between 7:30-9. Installer showed up at 9:30. By 7pm the furnace motor would not run. Service guy came out and by 11pm it still didn't run. After 5 days without heat and 3 parts replaced on a brand new unit and my husband having to take off work early for a scheduled appt they then canceled last minute, furnace started to run. Chimney people were unable to do their job of lining the chimney due to Horizon not giving them all the facts/details of the layout. Had to use electric heaters for 5 days to heat the house. Company has all sorts of guarantees but do not back them. Office wants to give $100 gift card which is a HUGE insult based on our experience as new customers. Resolution Sought We would like a refund for at LEAST half the purchase price. (Purchase price $11,233) for horrible experience, multiple inconveniences, higher electric usage, loss of wages, labor, harder usage on downstairs furnace and burning oil faster on 1 unit so needing to purchase 2 times in a week, and not having a working unit out of the box.

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