Horizon Trust Avis 516

I spoke to MIRA in customer service and what impressed me the most is that she listened to me without interrupting me. She allowed me to explain the circumstances and then she provided a solution. She was professional and definitely easy to work with so Thank you, Mira!

Valerie was amazing, she waled me through the steps and I now full much more comfortable!

She was a extremely pleasurable experience working with her knowledge caring sweet and took time to makes sure that I understood what the complete process of the Transaction I was doing went the extra mile .This Indidual got me together. She needs a raise &, your company needs more like her.

Everytime I call Horizon Trust I am helped by amazing customer service people that walk me thru exactly what I need to make my investments work for me. Last week I spoke to Crystal - she was amazing. Today I spoke to Mira, she was amazing, and she patiently waited so I could correct my mistakes on the form and she uploaded it all right away! This is great service! THANK YOU HORIZON TRUST TEAM!

Patience, follow-through, clarity - I appreciate same-day responsiveness, quick connection on the phone, thorough answers, and clear directions.

Mercie D was very helpful and knowledgeable in assisting me with a rollover to my Horizon Trust account. She was very professional, knew all the right questions to ask and moved the process along quickly and smoothly.

Horizon has been great to work with over the past few years that I have been using their service.

Alexandra Soler's outstanding knowledge and expertise are only exceeded by her customer engagement and ability to provide excellent advice and effective solutions! Exceeded Expectations!

I am a rookie so needed quite a bit of hand holding to complete the tax docs for 2025. Mira was a Pro. Very helpful and more importantly, very patient. Thanks!

They followed up with my Fair Market Value report until I completed it correctly. Thanks!

Valerie did an amazing job! I was having problems getting logged into the system and she was very informative and patient with me! I had to work through my system to get everything working properly and she stayed with me until everything was resolved!!! Didn't rush me or anything like that! She was PERFECT!

When I contacted Horizon Trust customer service, Cynamon was very professional and courteous and agreed to help me with my request. She was not able to immediately answer my question so she said that she would research the topic and let me know what she finds out. That's exactly what she did, and I want to personally thank her and Horizon Trust for providing such prompt and excellent customer service. Keep up the
great work!

Valerie Cobian received my call, answered all my questions, and was quick to provide me forms I requested within minutes of my call.

Thank you, Taddie for walking me through setting up my sign-in and how to look up information on my account.
She was very pleasant and professional.
Thank you

Valerie’s great today. All my questions were answered and the changes were made in the easiest way possible.
Great service.

This is my second review of Horizon Trust. I just have to give them and their special customer service rep a high praise. Valerie Cobian has helped me countless times this past week as I was working on a big accounting project and I needed more and more info. Valerie was very quick to help me at every turn and request for more info. Valerie, THANK YOU for being YOU. If I were in a competitve business I would offer you a job. Sincerely, Ken D.

Mercie has always been so supportive and efficient as well as everyone else I’ve spoken with. I appreciate the call back option and have never been kept waiting long. The services Horizon Trust provides are essential to my financial goals. Thank you.

The experience was great!!! The representative was very patient and kind and was able to answer all my questions!!!!!

Robert provided excellent customer service. He patiently walked me through selecting the correct forms for what I needed to do and was very professional.

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.