Horizon Services

At 2am Saturday, 2/28/26, I submitted an online request for service due to a leaking pipe in my home. By 12n Saturday, 2/28/26, I had a promise of a plumber to be at my home. Jordan Hastings showed up on time and my first impression was “he’s young and won’t know how to fix my problem”. Well, I was so, so wrong! First, at my front door, he put paper coverings over his shoes (which the previous plumber from another company did NOT do). Second his knowledge for finding the root cause of the leak truly impressed me because where I thought the problem existed was wrong. Third, his explanation for a 2-part solution goes beyond providing the best customer service to a “messy” problem. The photo I’m attaching is just a small part of the work Jordan did. Thanks Jordan!

Today I called about our 1 year old $30k unit not working for the third time in less than 2 weeks. I was told by dispatcher that they will not schedule anything until parts come in. Time frame? So $30k for my family to freeze. It’s 35 degrees outside. This started with our heat not working. I called customer service, set up an appointment for that day. We were called back later and the appointment had to be rescheduled to the next day - ok. The tech came out - very friendly and courteous. He was there 20 minutes, said something needs to be oiled and got the heat back on - great! A week later it’s down again, I called customer service customer service and have an appointment for the next morning. The next morning my wife gets a call saying our appointment has to be rescheduled because people are calling in and they don’t have heat so we are getting bumped - what??? we don’t have heat! So the tech gets out there later - again very friendly and courteous. He was there for maybe a couple of hours. He questioned a lot of what the previous tech did or did not do. Now we need a motor and a wheel, he got them ordered and the heat going again. 2 days later the heat goes out again. That’s where the dispatcher told me that they will not send someone out until they have parts. So no try to get the heat running or anything - nope. No timetable, no anything. As I am adding this bit of context it is 26 degrees outside, it’s 56 degrees inside the house. The unit we purchased was what they said we needed and recommended. Up to this point the service we have received had been pretty good but this is flat out unacceptable for anyone.

The technician was excellent I am a widow living alone and he made me feel at ease right away. He was very personable, polite, thourogh and fast. He explained what he was doing and made sure I understood. I forgot his name. Please provide his name. His supervisors name and email address. I would like to write that person an email about the excellent service that I received. I feel that the service was overpriced. I paid 486.90 even after the senior discount. I did some research on AI and this price is above the highest price listed.

Our Technician Kenny was very nice, personable and professional. He was on time and didn’t d maintenance on our propane heater in a timely manner. He explained what he was doing, changed the filter, and connected us to sales to discuss a replacement unit in the near future. We were very pleased with his services. Terry and Ivanetta Thomas

We had a new AC unit installed a few years ago...of course when the time came to needing a new system the customer service was great. At the time I would have even recommended them. Fast forward a couple years later and multiple calls our problem is still not resolved. When they installed the new unit (in the same area as the old unit) they installed it too close to the deck and house itself. Behind the unit is our dryer vent (which we can't get to to clean it out) and an outside water spigot. At the time of the installation there was plenty of space to move the unit out and over. They told my husband how to winterize the spigot which was incorrect. The water froze over the winter and ruined the spigot. Now the "guts" to spigot need to be replaced. When we turn on the water it leaks which is right above our basement. We had them out in July 2025: they quoted us thousands of dollars to correct their mistake and move the spigot so we can get to it easier. We said absolutely NOT, next option was to replace a parts. OK great, here we are in September and nothing. We are always waiting on them. I guess it is time to make yet another follow-up call to see if the part was received. We have to call them to come out for our maintenance appointments. Why are we not on a maintenance schedule? Horrible absolutely horrible. Are they waiting us out until our warranty expires? I guess if they aren't making money off of you, you don't matter! If someone from Horizon would like to call us to get our issue rectified...great. I would love to change my comment!