THE HORIZON RES HERS RATING PROVIDORSHIP IS RESPONSIBLE FOR PROMOTING AN ACTIVE CLIENT COMPLAINT RESPONSE SYSTEM IN ORDER TO:
Improve transparency of the HERS rating industry and system
Provide a HERS rating client with opportunity to question specific aspects of his / her rating.
Increase feedback from HERS client community that will improve HERS rating procedures.
Horizon notes the client complaint option on the HERC certificate provided at the conclusion of the rating.
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The first step in resolving a dispute regarding a certified HERS rating is to contact the RESNET Accredited Provider that certified the rater and issued the HERS rating. All RESNET Accredited Providers are required to have a complaint resolution process.
Upon receiving notification of a HERS rating complaint:
1) Horizon will respond to the client w/in 5 business days.
a) Client is generally the utility or homebuilder who paid Horizon RES for HERS services.
b) Horizon will work w/ current homeowner if they are the original client or if the utility / homebuilder original client initiates complaint response system.
2) After discussion w/ client, itemize the complaints and steps Horizon RES will take to satisfy complaints of the client in an email and send to the client and cc RESNET QA w/in 10 business days
3) Acknowledge any response from the client and work w/in good faith to satisfy any remaining issues.
4) Horizon Complaint Response system is active for 2 calendar years after the rating date.
For additional information regarding a HERS rating complaint, Follow the link below to be directed to RESNET, the national organization that administers the HERS rating program, and the RESNET Complaint Resolution Process.