• Report: #1090017

Complaint Review: Horizon Services, INC.

  • Submitted: Mon, October 07, 2013
  • Updated: Mon, May 12, 2014

  • Reported By: Alexis — havertown Pennsylvania
Horizon Services, INC.
900 Adams Ave Audubon, Pennsylvania USA

Horizon Services, INC AKA Horizon Services Abuse the Elderly with Price Gouging, Scare Tactics and Fraudulent Misrepresentation Audubon Pennsylvania

*UPDATE Employee ..inside information: Response from Horizon Services

*Consumer Comment: Similar Experience

*Author of original report: Horizon Services did the right thing. Thank you Horizon.

*REBUTTAL Individual responds: The other side of the story

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As a service to the public and in particular 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, Inc has perpetrated with us include but are not limited to the following: price gouging the elderly, taking advantage of the elderly under duress, and committing outright fraud on their sales contracts. These are but three of the despicable actions you need to know about Horizon Services, Inc. Add to this their poor workmanship, non-conformity to township ordinances, gross negligence bordering on criminal negligence in regards to their workmanship, you have enough reasons to avoid this vendor like the plague.

Here are the specific details on my experience: My 90 year old grandmother called Horizon to request an estimate on installing a gas furnace. On September 25th, 2013, Doug Daily (Sales Representative for Horizon Services, Inc) met with my grandmother. Doug Daily proceeded to list all the reasons why the house needed a new furnace and how the chimney in its current state could cause carbon monoxide to leak into the house. He scared my grandmother into believing that she needed to order a new furnace immediately. His original quote was $10,500 dollars for a new gas furnace and removal of existing oil tank in basement. Yes you read that correctly- OVER TEN THOUSAND DOLLARS to replace the furnace, which is twice as much as other companies in the industry charge. He told her he would give her a "1500 dollar discount" if she agreed to buy the furnace immediately and have it installed the next day. When she stated that she wanted to think about it, he told her he could only give her the discount that same day and that she would no longer qualify for a discount the next day. Then he stated that in order to get the discount she needed to choose next day delivery. As a result of choosing next day delivery, he explained, we needed to sign a document waiving the consumer’s "three day right to cancel". I examined the contract closely today. The contract clearly states that "State law requires that this waiver must be in the consumer's handwriting. It must be signed and dated and must describe the situation requiring immediate remedy.” Doug Daily committed fraudulent misrepresentation on this sales contract by not only writing on it but also writing a bogus reason as to why the install needed to be completed on the next day. He wrote that the situation requiring immediate remedy was due to "Emergency Heat". Meanwhile, we are currently experiencing 80 degree weather outside and are certainly not in an "emergency heat" situation. In short, Doug Daily bamboozled my grandmother into waiving the right to cancel under false pretenses and scared her into thinking she was in an emergency situation. The sales contract is null and void due to his fraudulent claim and also because the contract states that only the consumer's handwriting is allowed on the contract. My grandmother did have a right to cancel since the contract was fraudulent. Doug Daily also promised my grandmother that Horizon would hook up my gas dryer, yet he did not send a licensed plumber to do the job and instead had 3 young men who had no experience in hooking up this appliance fend for themselves as they tried to figure it out. My gas dryer is now poorly installed with 25 feet of vent hose going across my basement, connected to plastic, venting outside 25 feet away from the dryer itself. They could have chosen a 5 foot path to the nearest exterior wall but instead performed a faulty install. I have had three different professionals in the industry look at what was installed by Horizon and the price Horizon charged my grandmother. They noted that the workmanship was faulty: the vents have holes where air is escaping, holes in mortar have not been sealed properly, and Horizon did a poor job of hooking up the gas dryer. Every single professional in the industry was shocked and appalled by the price my grandmother paid. My 90 year old grandmother was bullied and scared into thinking she had to immediately replace the heater at an astronomical cost to avoid putting her family in danger of carbon monoxide poisoning and possible combustion from the chimney, so she wrote a check in the amount of 9,133.00 to Horizon on 9/25/13. I am demanding a full refund of 9,133.00 in the form of a check made out to my grandmother and the removal of Horizon's installed items. Horizon's elder abuse, price gouging, misrepresentation of facts and their fraudulent sales practices and scare tactics forced my grandmother to waive her right to cancel under false pretenses. She deserves a complete refund and we deserve to have the faulty workmanship removed from our property. If they do not refund my grandmother the full price of$ 9,133 dollars, I will continue my process of seeking recourse with small claims court, the state's Attorney General, the BBB, reporting their fraudulent practices on every consumer awareness website imaginable, and alerting the Area Agencies on Aging of Horizon's elder abuse.

This report was posted on Ripoff Report on 10/07/2013 08:21 AM and is a permanent record located here: http://www.ripoffreport.com/r/Horizon-Services-INC-/Audubon-Pennsylvania-19403/Horizon-Services-INC-AKA-Horizon-Services-Abuse-the-Elderly-with-Price-Gouging-Scare-T-1090017. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee ..inside information

Response from Horizon Services

AUTHOR: Horizon Services - ()

Thank you for voicing your concern. We certainly appreciate your valuable feedback. 

We apologize for any inconvenience you may have experienced during your interaction with Horizon Services.  Please believe that we are not thieves. And, we do not take advantage of the elderly. In fact, Horizon Services is proud to have earned the trust and respect of thousands of homeowners throughout Delaware, Southeastern Pennsylvania, South New Jersey, and Northeastern Maryland who have turned to us to service, maintain, and/or install the right plumbing, heating, and air conditioning systems and equipment for their family. 

As soon as this was brought to our attention we discussed in detail your concerns with our Customer Service Department, Operations Managers, Field Tech Manager, and all parties involved. At Horizon Services we take every customer comment very seriously – and as you know, we have reached out to you, visited with you personally, and discussed a reasonable resolution.

At this time we are glad to report after speaking with our management team, the homeowner is fully satisfied with the resolution we offered and is recommending Horizon Services to friends, neighbors, and colleagues. Again, we apologize for your experience but we certainly thank you for sharing your feedback.

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#2 Consumer Comment

Similar Experience

AUTHOR: Anonymous - ()

We had a very similar experience.  We were made to be "scared" that our furnace would endanger our lives if not attended too and were told that if we signed up for the next day service, we would be able to get their fantastic price of $12,600 --- Yes --- $12,600............  oh yeah that came with a $600 energy saving rebate from PECO.  We didnt have nearly the amount of work done as in this story and I could go on and on abt things that the salesman said that we bought.  My husband and I both were blindsided after working a full day to the sales man dragging out the sales pitch until we were beaten and worn down, starving (no dinner), and desperate to be done with it so we just signed.  What a price we paid.  We have an Apples To Apples guaranty that we havnet taken the time to get this done but plan to......  this is purely highway robbery.  They scare you into believing you need things that will jack up the price.  All I can say is "shop shop shop" and "COMPARE COMPARE COMPARE" and DO NOT COMMIT until you do either!!!  DO NOT SIGN that bottom line without doing your homework, otherwise you will pay dearly for it.

Owner "promised" he would have this taken care of for us --- NOTHING...  we are embarrassed at ourselves for falling for the sales pitch and for their company.  It's embarrassing to see other people's faces when we tell them what we pd.  If Horizon wants more business --- well they lost ALL referrals from us --- furthermore, we own other properties and guess what --- who will we "not" call ???  We still plan to do our "apples to apples" investigatoin and out of PRINCIPAL will fight this til the end.  They'd have saved themselves $ if they would have just done the right thing and reimbursed the exhorbitant excess monies they took from us.

COMPLETE RIPOFF.  That's how we feel.  



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#3 Author of original report

Horizon Services did the right thing. Thank you Horizon.

AUTHOR: Dan - ()

We will not be bullied by a disgruntled sales rep. Ripoff Report does not allow comments to be removed from their website. Horizon's sales president, representing the company as a whole, after hearing our story and checking in with a witness to the sales call, did the right thing by apologizing for the incident and going above and beyond by refunding my grandmother. We were blown away with how well the company handled this entire situation. The sales president visited us personally with a personal apology and a refund check to my grandmother. Horizon went above and beyond to repair their reputation with us and as a result I have great respect for the company itself.  As far as the sales representative involved is concerned, he comitted contract fraud: The president of sales stated that no employee should have any customer "waive their right to cancel" and this employee told us it was part of the normal sales process. He wrote in HIS OWN HANDWRITING "heat emergency" when the contract stated that ONLY THE CONSUMER was allowed to write on the line explaining why the consumer would possibly want to waive their right to cancel. Who in their right minds wants to waive their rights to cancel? We were told "this is how it works when you choose next day delivery." The company has a copy of the contract which illustrates how the employee wrote with his own handwriting where only the consumer was allowed to write. I have a copy of the contract as well illustrating how the employee scribbled "heat emergency" regardless of the fact it was very warm outside and winter was a long ways away.   In summary, we appreciate how Horizon Services handled the situation. We recommend Horizon to our friends, neighbors, and colleagues. Thank you again to Horizon. 


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#4 REBUTTAL Individual responds

The other side of the story

AUTHOR: Doug - ()

While it makes great press to slander a sales representative, the fact is that the contract that Alexis is claiming abused or took advantage of her 90 year old grand mother was never signed by her grandmother.  In fact the contract is in the name of Alexis Rodgers name only and signed by Alexis only.  I believe that Alexis Rodgers is in her 20's or early 30's (Not Elderly).

Alexis had recently purchased her home and was in the process of moving in to her new home.  She had a home inspector that told her that it was not safe to operate the existing oil furnace, which is the reason that I was there after she had initiated contact with our company.

Her specific job was NOT a furnace only.  It was a Oil furnace to gas furnace conversion change over.  This project also involved running new gas lines as well as the removal of an in the basement oil tank and a stainless steel chimney liner.  On top of it the new furnace was a 96% efficient furnace which requires PVC venting to be ran for intake and exhaust.

Alexis was there for the entire appointment.  My negotiations were directly with Alexis, not her grandmother.  The deal that was given to her was more than fair.  In fact I received 1/3 of the maximum commission due to the job being Undersold!

During the negotiations Alexis pleaded with me to install her washer and dryer.  I explained that we do not offer that service.  She kept asking about it and offered that if we would do that then we had a deal because she was currently unable to do laundry at her new home.

I did not have that authority so I called my manager to see what he wanted to do.  He agreed to the counter proposal that was made by Mrs. Rodgers as long as we could do the job the next day.  This was due to the fact that we had a crew available that did not have a scheduled job.  Since it was a low profit margin job it was used as a filler job for one of the installation teams.

I have a copy of the signed contract as well as a copy of the price list to show how far Undersold this job really was compared to what the company I was working for was trying to charge.

So in Fairness to me as an individual private citizen who has done nothing wrong.  I ask, no I demand that you remove this slanderous post from your website immediately or I will be forced to proceed with legal actions against all parties involved.


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