Complaints

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my utmost dissatisfaction with the services provided by Haven Homes + Lifestyles. Despite entering into negotiations with *************************** in January, to discuss marketing ideas for my properties, I have been met with a complete lack of results and poor customer service.In February, I made my first monthly payment of $95, with the expectation of receiving magazines featuring my property information. Additionally, the agreement included the marketing of my company's website. However, after making my second payment in March, I noticed that I had not received any copies of the promised magazines. Furthermore, upon checking my company's website traffic, I discovered that there had been no significant change compared to previous months.Concerned by these issues, I contacted *************************** to address the situation. He responded with promises to send the magazines and provide numbers from their "pagination team" to demonstrate the impact on website traffic. Unfortunately, these promises were never fulfilled, as I never received the magazines or any clarification or confirmation of the online marketing that was initially promised. The pagination team failed to provide any evidence of the services they claimed to have carried out.Frustrated by the lack of service and the absence of any marketing results, I reached out to the company last month, clearly stating my desire to terminate the service and cease all future monthly payments. To my surprise, despite my request, I recently discovered another unauthorized charge of $95 on my card. At this point, having made a total of four monthly payments, each amounting to $95, I believe it is only fair for Haven Homes + Lifestyles to not only discontinue all future payments but also refund the total amount of $380. This refund is justified by the fact that the company has failed to fulfill its obligations as outlined in the original agreement and has provided no evidence of the promised services.

  Business response

  06/05/2024

  Dear ***********************,
  

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address and resolve the concerns raised by our customer, *********************************.
  

  Customer Concerns Acknowledged: We acknowledge ****************** dissatisfaction with the services provided, including the lack of results and perceived poor customer service. We understand his frustration regarding the absence of the promised magazines and the insufficient impact on his website traffic.
  

  Our Perspective: Upon reviewing ****************** complaint, we recognize that there was a misunderstanding regarding the nature of the traffic we were providing. ************** believed he would receive direct traffic to his company's website, whereas our agreement involved directing traffic to a landing page on our site where he'd obtain the visibiit. We apologize for any confusion this may have caused.
  

  Further Clarifications:

  We did attempt to deliver copies of the magazines to **************; however, the address provided did not accept the deliveries. ************** later provided an updated address to the sales representative, which unfortunately was not relayed to our shipping team.

   Despite this, ************** received full print distribution exposure, reaching residents throughout the ***** metropolitan area and prospective buyers in *********

   ************** also received full digital distribution, including an article featuring him and his listing. We have provided the related traffic statistics to **************.
  

  Actions Taken: To resolve this matter, we have communicated directly with ************** and agreed on the following steps:
  Refund: We have processed a full refund of $380, covering the four monthly payments made by **************.
  Additional Support: We have also offered to provide targeted traffic directly to ****************** website as a gesture of goodwill, aiming to meet his original expectations.
  

  We believe these actions address ****************** concerns and demonstrate our commitment to customer satisfaction. We strive to provide high-quality service and regret that we fell short in this instance.
  

  Future Improvements: To prevent similar misunderstandings, we will review and clarify our sales-related communications to ensure customers have a clear understanding of the services we provide. We will also improve our internal communication processes to ensure address updates are promptly relayed to all relevant teams.
  

  We hope this resolution is satisfactory and that ****************** experience with Haven Homes + Lifestyles improves moving forward. Should there be any further issues or questions, we remain available to assist.
  

  Sincerely,

  *******************

  HAVEN Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩