Horizon Services - Air Conditioning, Plumbing & Heating

The reviews highlight a stark dichotomy within Horizon Services - Air Conditioning, Plumbing & Heating. On one hand, several customers praise the technicians' skill and installation quality. Positive experiences occasionally mentioned the thoroughness of the technicians and their commitment to customer satisfaction, particularly in urgent situations. Conversely, the reviews are saturated with sev... Read more

The reviews highlight a stark dichotomy within Horizon Services - Air Conditioning, Plumbing & Heating. On one hand, several customers praise the technicians' skill and installation quality. Positive experiences occasionally mentioned the thoroughness of the technicians and their commitment to customer satisfaction, particularly in urgent situations. Conversely, the reviews are saturated with severe discontent regarding customer service matters. Many long-time customers express deep disappointment over the quality of communication, stating repeated failures to return calls, and unsatisfactory responses to inquiries about services. In some instances, customers reported extraordinary waiting times for service and appointments that ended in no-shows without follow-up clarification from the staff. Several reviewers noted feeling pressured or misled during the pricing and servicing processes, particularly regarding estimates that ended up incurring unexpected fees. This has caused frustration over perceived deceptive practices, with loyal customers feeling that the company's recent shifts toward prioritizing profits have compromised service integrity. Another common thread is a growing sense that Horizon Services no longer provides the same reliable support that customers once knew. Loyal clients, some with decades of history with the company, now feel neglected and undervalued, leading many to contemplate terminating their service agreements. In summary, while the technical expertise of the field staff receives commendations, the significant issues with customer service and management practices overshadow these positive aspects and suggest the need for substantial improvements. If these issues remain unaddressed, the company risks losing a substantial portion of its customer base. Read less