Horizon TrustReviews of horizontrust.com

I just had a great customer service experience and wish it were like that every time I contact you, but it hasn't been. I have been a client for many years, and this is the first time I have left the call smiling. The lady who picked up the phone deserves a raise! Other than this experience, I would rate this company 2 stars and wish I could find someone at Horizon who would pick up the phone and speak with me. I just get emails and promises.

I've been with Horizon Trust since 2020. They make it easy to onboard, but once on-boarded, their exit fees trap you. Count on long hold waits. If you leave a message, it typically takes a couple of days for a call back. Nobody is apparently cross-trained because the person I need to speak to is never available. If you have basic legal questions that are COVERED ON THEIR WEBSITE, nobody is willing to answer the question. They will not even refer you to their website for the answers. Expect spam e-mails with clickbait titles to sell you additional services. Updated 1/27/26: After writing this yesterday, I received a call from Christine who was very helpful and answered all my questions. Christine provided a wonderful experience! This morning I was contacted by one of the Vice Presidents who started out empathetic. She heard me out but stood her ground for the company policies, which she should. A point of contention with company policy: they will not provide a list of attorneys or CPAs that work with SDIRAs. I understand liability, however they platform specific companies selling product regularly. Hm...that doesn't sound consistent if they are wanting to avoid liability. They will not provide a list of many providers, but platform single providers. Lastly, she asked me what it would take to take down or upgrade my post. I suggested we revisit this in a couple of months and see what changes, to which she replied that she is hoping my review will be buried with all the other great ones. I guess my review doesn't matter then. I'm starting to think their positive reviews are bots as a friend referred me to them. He uses HT as well and his experience is similar to mine. Updated 2/6/26: The company has responded to my concerns. I've been contacted by the company's COO as well as the owner. Both have been apologetic and thankful for the feedback. They have taken my comments as constructive criticism and have pledged to improve their processes by providing additional training to lower level employees to better equip them to direct calls to those qualified to address issues and concerns, rather than taking messages and playing phone/e-mail tag. This is very encouraging and I believe the fact that they have taken a customer's comments so seriously demonstrates a willingness to improve. I look forward to improved customer service and further upgrading this review shortly.