Complaint Review: Horizon Services - Mount Laurel, Wilmington New Jersey, Delaware

As a service to the public, especially the elderly.  I would like to report a gross fraudulent business practice of Horizon Services, Inc.  For the sake of the general good, the elderly should not do business with Horizon Services Inc.  The unconscionable practices that Horizon Services has perpetrated with us include but are not limited to taking advantage of the elderly under duress and committing outright fraud.   My personal opinion I feel Horizon does not have the interest of the elderly in mind when performing maintenance and or tune ups.  

I am a retired senior, who feel that this company has taken extreme advantage of me in 2015 and then tried again in 2018.  Being a single female, I would be the perfect candidate to fall for their selling tactics.   What I consider to be predatory business practices.

 I called Horizon Services for maintenance to my heater on 3/30/2015.  I was told that I needed a new heater, because this one was running poorly and has a crack in the exchange and wouldn’t last much longer.  What is so interesting is when you read the complaints about Horizon majority have a cracked heat exchange.  Everybody can’t have the same issue/problem.

 A good Technician should have showed me the crack heat exchange, using a camera if necessary.  Also, a good technician should have explained just what a heat exchanger is and does.  Was there an alert?  Was this why my heater needed to be replaced?

 I have both fire and CO monitors in both my living space and basement.  A crack heat exchange does not necessary mean that CO is going into your breathing air, but the potential does exist.

 I have a ranch style home.  Living space and basement, measures 1240 Square Ft.

 Break down cost for new heater:

Total $9768

Misc.  $3768 (written in- price app.  J,C.)

Total (including Installation) $6000

Less Initial Deposit $3000

Due on Completion service financed 0% for 12 months

Amount Financed $3000

Rebates (if applicable)

Written by hand:  Price includes all promotions & rebates.

There was an effort to encourage me to replace my heating system, in fear of an older system failing in the middle of winter.  A salesman showed up the same day and a new heater was installed the next day 3/31/2015.  Not even giving you the three-day grace period.  They work fast to lock you in, not you giving time to think about it and the cost.  So, you fall for the pitch, because of the fear of being hot or cold.   Which we as baby boomers have experience both in our life time.

 Poor workmanship, cheapest installation using AF100 aluminum foil tape around the middle of the furnace installed in 2015.  I also called and complain of a noise when my heater is running, never resolved.  Funny, no noise all summer with air conditioner running.

 I have had the same technician and sales rep. both times for my heater and now my air conditioner.  Working together to default the customers.

 I was made to be “scared” that my furnace would not last the winter.  I am embarrassed for falling for this sales pitch and not getting a second opinion.  They got me once but not again.

 I do not uncover my air conditioner until after the Cotton tree across the street shed all the cotton, which is usually after May 30th, because I don’t want it to get into the vents of my air conditioner.  I made an appointment for May 29, 2018 to have my air conditioner service and to have my thermostat checked.  I turned my air conditioner on May 25, 2018, cold air blowing out and cooling my home, but wouldn’t shut off.  After calling, I then realize that I didn’t have my thermostat programed correctly.

 May 29th, first technician arrival never checking the thermostat.  I took him down stairs where the heater is located.  Next, he went outside.  After about 10 minutes, he told me that I had a Freon leak.  I didn’t believe him and said to him, what are trying to screw me like they did with my heater.  He got upset, and I asked him to leave.  They sent the second technician (Doug Marshall, who also, was here before with the heater), he checked the thermostat and said it was alright.   He also said that I had a cracked Freon line and was losing Freon – low refrigerant level.  And that a charge would be costly, and that I should know because I worked at DuPont. and I should consider a new air conditioner.  Then, he told me about his sick wife so that I would feel sorry, another selling pitch.  I told him that I wasn’t going to buy a new air conditioner right now, that I would buy a couple of window air conditioners.  He said they would be costly (electric), I said so would the central. 

 Technician summary

Task          Description                       Standard       Partner          Savings

    Rates

Option 1    Ran dad  fix                                                               

J9400        Freon recharge – no warranty     $638        $543                $95

                 Partner program $10 per month or   $120 yearly

$638        $663                $25

Option 2     Leak search – quote to fix        $356         $300                  $54

J9456        Aug repair $2,000- $3,500                         plus partner

Option 3       Replacement of 26 year old A/C up to 12 years P/L warranty.  Starting at 5K and up.  Rebates/financing available.

Salesmen summary

From $6037 to $7907

When I told the salesman (Michael Bruce), that I needed to get other estimates, he turned a different shade and was very angry.  He said to me that you can’t do that because the air conditioner that someone else installs will not be compatible with the heater that we installed.  RED FLAG!!!!

I said to him that’s why they have lawyers and a court system.  If you need a lawyer I have family that are lawyers.  I told him that I have a lawyer.

Called another company to come out to do the maintenance and to get a second opinion on my air conditioner.  I let the man do his thing.  When he was finished he said everything was running fine, but I should think about replacing the unit next year because it’s 28 years old.  That’s when I asked him if I had a Freon leak, and his answer was NO!!!  My air conditioner has lasted ALL summer, and my home was very comfortable. Which leads me to think after getting a tune up from another company and hearing that I did NOT have a leak that Horizon is trying to get one over again on a retired senior. 

I called the corporate office on June 27, 2018 (302-762-1200). Hoping to speak with someone in management.  You can’t get past customer service wanting to know what your complaint is.  Then I get a call on May 28, 2018 from Melissa, did not identify her position and who didn’t want to listen to what I had to say. 

9/18-call from Christina (customer service) - tune-up reminder – I ask for her not to call again, and to have a manager call me.  She stated that I would get a call back.

9/19 – called Horizon – spoke with Geraldine (customer service) explain that I was to get a call from Customer Relation and still no response.

9/20 – call from Martha Customer Relations Manager – left message

9/25 – call from Martha Customer Relations Manager we spoke about what happened.  Martha assured me that she would look investigate this matter and would take it higher.  Martha again assured me that she would get back to.  I have never heard from her again.

10/3 – Call from Alyssa Customer Service Manager.  302-221-3511 ext.  1167. Again, after speaking with her, never heard from her again either.

I want to be refunded for the heater that I did not need at that time.

I informed her that I would file a complaint.

We are now heading into December and I still haven’t heard back from Horizon, trying to give them the benefit before I lodge my complaint’s.  November 29, 2018

Have paper trail.