I am new to this forum, however I would like to know how charter companies handle/resolve complaints with their customers. I am curious why this issue was not escalated to management and the customer not contacted via phone to try and resolve this matter in private with the client. Isn't making some provisions/concessions for the customer worth a company's reputation. In short....A company's CUSTOMER SERVICE can make or break your company. I'm sure they could have mediated a happy median, therefore, maybe the customer could have came back to the forum and reported a higher rating for Horizon.