Complaint Review: Horizon Services Inc - Wilmington Delaware

I wish I'd had time (or taken the time) to further investigate this company!!  Unfortunately, this was dropped in my lap during an out-of-town visit to my mother's house.

On February 9, 2018, my mother's hot water heater ceased to function properly causing a disruption to the flow of hot water.  After verifying that the pilot light was in fact out and as a precaution, we secured the hot water valve and began the process of calling local HVAC companies to try to get a diagnostic.  My mom (who is a senior citizen) had been given the name of Horizon by a neighbor who admitted to never using their services but stated they came recommended by a family member.  After contacting two other companies to request diagnostics/quotes, I called Horizon on 10 February.  An appointment for a diagnostic was scheduled and I was told they'd send someone out on Sunday, 11 February between 10 am - 2 pm.

Two technicians (Chris and Nick) arrived on time and briefly spoke with my mom before heading to the basement to assess the heater.  At my mom's request I joined them in the basement a few minutes later to observe and possibly ask questions.  For the record, I am NOT an HVAC expert nor anything remotely close to it, but I tried to get as much information as possible anyway.  During the assessment Chris stated that the current heater was "finished" and would "need to be replaced".  He also said that the previous water heater installation (Feb 2013) was done incorrectly and that some of the valves and pipes were outdated and/or in the wrong place (WAIT..WHAT?).  He went on to mention how the heater had no "expansion tank" and that would eventually lead to pressure building up in the heater's internal compartment and a possible explosion could follow (WITH MY 70-YEAR-OLD MOTHER AND 9-YEAR-OLD SPECIAL NEEDS CHILD IN THE HOME!).  He further stated that having incorrect pipes and valves could lead to gas leaks as well as carbon monoxide being released into the home (THANK GOODNESS IT HASN'T HAPPENED BEFORE TODAY RIGHT?!).  And without being facetious those were REALLY were our thoughts at the time!  However, as a disclaimer he said he wasn't trying to scare us he just wanted us to be aware.

At the end of the assessment, although Chris went through the motions of writing "something" down, my mom never saw or received a copy of ANY of the things that he stated were wrong with the current unit.  Ultimately he began to discuss the price of what Horizon would charge to do what "needed to be done".  He quickly glanced in a blue binder, closed it, and started writing prices on a work authorization form.  He went through the motions of "here's the standard rate $2265.00, but with the service plan you'll get this rate $1975.00".  Oh but there's also going to be a standard rate charge of $395.00 to upgrade the gas line, but with the service plan it comes down to $285.00.  There was never a conversation about what the service plan was or it's benefits to the customer other than purchasing it gives you a discount on the original purchase price.  At this point I asked about the type of water heater that he'd be installing for that price and he responded "the top of the line, it's one of the best ones out there, a Bradford White".  I asked if that unit could be purchased via other sources besides the Horizon company and his immediate response was "no".  After asking the question again to verify that HE understood my question, he doubled-down and said "no" before saying "well I don't want to say no you can't buy it online somewhere, but you can NOT buy it from MY supplier or warehouse".  Huh? But why would I expect to do that anyway?

Ultimately, my mom did agree to the installation because she didn't want the "faulty and unsafe" gas connections to remain in place.  Also, due to my daughter's medical condition she required hot water to prep her feeding utensils, sterilize equipment, and wash the laundry.  Luckily, and as an added protection, my mom had heard about the company's 72 hour cancellation clause if for any reason the work was not completed to our satisfaction.  But what neither of us were aware of is the form that gives you that 72 hour cancellation window, Chris had my mom sign away by telling her it was the emergency work authorization form!  I believe this took place when I stepped away from the paperwork to tend to my daughter.  I only saw the signed form about 45 minutes before the work was completed!

We did a walk-through of the new heater and connections during which Chris explained how to operate it and what to keep an eye out for.  Up to this point he'd been very personable and polite.  However, when I began to ask questions about his earlier statements regarding purchase of the water heater he became a little agitated, then irritated, until ultimately the conversation began to get a little heated...at least on his side it did.  I repeatedly told him that I wasn't trying to attack HIM, I just wanted to understand the bill a little better (actually a lot better).  When I asked him if the invoice should/could be itemized so I know exactly how the costs were broken down he said "the cost is what I told you in the beginning, it's a flat rate".  I said okay but what does that mean?  As the customer I SHOULD be informed about what I paid and why.  I followed that statement up by asking about why he'd have my mom sign away her rights at all, let alone before the work even began!  Chris stated that "well you were here when she signed it!"  To which I let him know that was untrue and I CERTAINLY WOULD HAVE ADVISED HER AGAINST IT!!  At any point during this exchange he could've torn that paper up and said NO PROBLEM, but he wouldn't and he didn't.  SHADY!  Smells like there's a $$ commission involved in this transaction!!

The back and forth miscommunication continued for about 5-10 minutes to which this person insulted me with statements such as "it seems like you only have a problem now that it's time to pay!" And, "somebody must've burned you bad for you to be aasking these questions".  Followed with "out of ALL the installations I've ever done you're the ONLY one to ask about the warranty!" "Your warranty is for 6 years, you can trust that 'cause I said so!" (all the while ignoring what my questions actually were trying to uncover).  Really??

Towards the end he just kept accusing me of verbally "attacking" him despite the fact that he was raising his voice in my mother's home.  He then told me it wasn't his decision on "how and what to charge a customer" and that those decisions are made higher up.  If I had any questions I should just call the office.  I decided at that time that I would ABSOLUTELY call his office/supervisor, but at that moment I simply did my best to diffuse any bad feelings or hostility that was brewing in Chris and having already paid the bill, I was more concerned about keeping everything calm with my mom and daughter in the home.  If it's not yet clear, I am a 5'4" WOMAN so yes (especially for my mom) the FEAR was real!

Since earlier today, I've had a chance to review this company and it angers me that so many others have gone through similar experiences with them. Yet when you visit their website, there's nothing there but 5-star reviews!  Sounds fishy!  If it walks like a duck...

I've since reached out to Horizon and spoke with Crystal regarding this incident.  I'm waiting to hear back from someone in leadership...but we'll see.  In any event, I will NOT stand for my mother being taken advantage of or abused in ANY way for ANY reason, especially not her age or her limited income! (In my heart I'd like to believe it had nothing to with race so I will not introduce that as part of the conversation).

BOTTOM LINE:  WITHOUT QUESTION I BELIEVE THAT THIS TYPE OF PREDATORY/FRAUDULENT/PRICE GOUGING/SCARE TACTICS are COMMON core principles through which this company trains and operates!  BUYER BEWARE!