ComplaintsforHaven Home

• Initial Complaint

  24/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  For about 5 years I have had a contract with Haven wherein I pay them a monthly fee and they attend my home and service my furnace once per year, among other benefits such as reduced fees for service calls. The intent of this plan had been to ensure that the furnace is maintained in proper working condition. It had always been Haven's practice to call and book these services. My payments to Haven continued throughout covid, however Haven did not set up any appointments during this time from 2020-2023. In February of 2023, my furnace stopped working. I was on vacation and my teen/young adult children were home alone and temperatures outside were around -20 and the temperature inside the home was down to 10 degrees. I asked Haven to come and repair the furnace. They gave me a quote of approximately $4000 and told me that the part would have to be ordered. I did my best to negotiate this fee as I was in a desperate situation. During the course of this negotiation, the manager, ****, mentioned that they had stopped calling to book these appointments and that they had so many people under this contract that they could not service them all. So I imagine that there are many people like me, paying a fee and not receiving a service. Notably this contract was to prevent this exact situation from occurring: it was to keep my furnace in good condition. According to Google research the part at issue has a life span of 25 years, mine failed after 12 years. I feel like the lack of service contributed to the breakdown and put me in a position where I was desperate and, frankly, taken advantage of. I also feel as though this company has similarly taken advantage of many clients, based on what they revealed to me about not being able to fulfill the service calls. I should also note that I was given a discount and refunded my service fee for the 3 years that they did not provide the service. I do not feel that this is adequate as the lack of service led to the breakdown.

  

  Business response

  04/04/2023

  We have attempted to reach out to this customer since this complaint was logged however we have not been able to connect with her. As her complaint states, she received a discount off the repair that amounted to the money she had paid us towards her maintenance plan. 

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a gas fireplace from Haven Home Heating Kingston including delivery and installation on December 9 2022 for the sum of $ 8,525.85. Once the installation was complete and the installers left that day , the fireplace would not turn on at all. I contacted Home Haven immediately and a service technician was dispatched. Four attempts by different technicians failed to get the unit working and it was decided by the technician to order parts under warranty to swap out and find the issue. Wrong parts were ordered and then new parts were long unknown delivery and Haven Home not able to give delivery dates. The issue has been dragging out now for a month . The only contact through Haven is through call center only. However , I was contacted by email by ****** ***** ********** *********** ******************************** ( Right Time Group of Companies) who is the holding company . I explained that the unit was defective from the supplier (******** ) and should not be repaired under warranty with parts to trouble shoot the defect but needs to be replaced with a new working unit. The answer I received was that she would inquire with ******** and let me know. I paid the entire cost upon receipt of invoice expecting Haven Home statement of high standards - Guarantees , No Loopholes, No Hassle , Just Right , We Respect You . This has been a month of little to no effort customer satisfaction. I have shown patience and restraint but this customer satisfaction process is totally unacceptable. I have an expensive show piece non working gas fireplace. I have currently made a request to Haven Home for a full refund under the consumer protection act time line and awaiting a reply.

  Customer response

  20/01/2023

  Complaint# 18702689 has been resolved. Thank you for your help. ***** *****

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