Reviews

Review Details

• Review fromLarry W

  Date: 06/02/2025

  1 star
  I have been a customer of Haven Home since 2009. Expecting my pre-paid for service on my gas units Dec. 19th 2024, I was contacted by someone from a number that didn't identify who they were saying my appointment that they had confirmed the day before was cancelled. I called their office and the lady I spoke with confirmed they wouldn't be coming as they were servicing other people. When I pointed out that the last service I'd received from them was Oct. 2023 and with my monthly service automatic withdrawal's I had now made 14 months worth of payments and it wasn't right for them to tell me I'd have to wait another month for a yearly service that I never received.
  At this point the lady on the phone informed me that I was being inappropriate on the phone when I said this was unacceptable. I asked about a refund and she told me that if I had paid in one payment and not monthly I would be eligible for a refund. At no time did I raise my voice, nor say anything inappropriate to her. I asked for a supervisor to call me as I planned to cancel everything with Haven Home.
  End result 2 separate supervisors called, both were asked to review the recorded conversations and both apologized and confirmed that I'd said nothing wrong. Both offered to have a technician out that same day. I declined and said I no longer wanted them as my service provider. After reading other reviews I told them I did not trust them not to tag my units and have the gas turned off, as others have mentioned in reviews. With every call I asked for a refund and they said someone would get back to me.
  After 2 weeks I contacted them again, a very polite lady this time apologized and said she would see if she could help with the refund request. She called back several days later to say she'd put in a refund request of 4 months payments for approval. 14 months of payments to a refund of 4 months. So far nothing, feeling ripped off is an understatement. I will not recommend Haven Home ever again.

• Review fromDonna B

  Date: 08/01/2025

  1 star

  Donna B

  Date: 08/01/2025

  They give bad advice and they are not at fault when you follow it
  

  Haven Home

  Date: 12/01/2025

  Sorry to hear that this has been your experience with us . Please call us at ************ to further discuss and resolve.

• Review fromDarlene W

  Date: 17/07/2024

  1 star

  Darlene W

  Date: 17/07/2024

  I never accessed this site before I started getting charged ***** a month.i emailed them no response, contacted credit card company card has been lock. This is FRAUD.
  

  Haven Home

  Date: 18/07/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced and can understand your frustration with the situation. We would like the opportunity to discuss this matter with you in detail. Please phone our Operations Manager at **************. Thank you!

• Review fromShane L

  Date: 14/05/2024

  1 star

  Shane L

  Date: 14/05/2024

  Stay away from Haven Home!I spent thousands on equipment and services through Haven Home. After I paid but before the work was done, the company was acquired. They became impossible to get a hold of. Every request requires hours of phone tag and there is no other way to reach them.They made a mistake installing my humidifier (cut the included 3/4" drain hose too short and added 1/2" drain pipe instead). They refused to do work (gas stove install) that I had already paid for until I called and emailed many times. They missed while installing brackets on the outside of my house when running a gas line and left several exposed holes in the siding.When the cylinder on my humidifier reached end of life, it poured water all over my basement. Their techs came to inspect it and confirmed that the drain pipe was not installed correctly. Instead of apologizing, Haven Home sent me a bill for $190 for diagnosing their own mistake.I have been calling them for months to dispute the invoice. Most of the calls go to voicemail but when I do get a hold of someone they always agree that they should be able to waive the fee, but tell me that I need to wait for a call from the customer care team. They usually assure me I'll get a call back the same day. The customer care team never calls. Instead I get a voicemail from an unknown number while I'm at work a week or two later threatening to send my bill to collections and telling me to call the same number I have been calling for months.Haven Home used to be good but their service is now abysmal. If you don't like being threatened, wasting hours with their incompetent administration, or cleaning out a wet basement, you should stay away from Haven Home.
  

  Haven Home

  Date: 18/07/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced and can understand your frustration with the situation. We would like the opportunity to discuss this matter with you in detail. Please phone our Operations Manager at **************. Thank you!

• Review fromThomas M

  Date: 20/02/2024

  1 star

  Thomas M

  Date: 20/02/2024

  We had an issue with our electric furnace and called Haven Home to send someone to have a look at it. As soon as the technician arrived it seemed as if he had no interest in solving our problem and just wanted to give us a sales pitch on getting a new furnace. When we said we wanted to solve the problem not get a new furnace, he didn't seem to understand what the problem was and again had no interest in looking at anything to try and diagnose what the problem could be. He did not open the furnace to inspect for any issues, and did not seem to understand how our thermostat worked and said the numbers were too small to read anyways. After not actually inspecting anything he said that it "might be a problem with the relay or furnace control board" (our furnace doesn't have a control board and he would have seen that if he actually opened up and inspected the furnace), and suggested we try "banging on the outside of the furnace" to see if that solved the problem. At the end of the service we asked what we should do when it happens again and were told to just call back and someone else would come out to look again.We feel like we got nothing out of the $190 we paid that was worth the money. We got a sales pitch that we really should just get a new furnace, and a "diagnostic report" that is basically blank.We called someone else and told them the problem over the phone and sent some pictures. They provided the solution to the problem to us in 15 minutes. This to us makes it very clear that Haven Home either sent an unqualified person to solve our problem, or they were never interested in solving our problem in the first place and just wanted to sell us a new furnace.My wife took a day off of work to be home for the service and it was frustrating for her to be told repeatedly she could just call back again within 30 days and someone else will come to look at it again, instead of an actual inspection/diagnostic being done by the technician that was sent.
  

  Haven Home

  Date: 18/07/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced and can understand your frustration with the situation. We would like the opportunity to discuss this matter with you in detail. Please phone our Operations Manager at **************. Thank you!

• Review fromMichael T

  Date: 06/09/2023

  2 stars

  Michael T

  Date: 06/09/2023

  I called haven home for a quote to replace a Garage Heater in my workshop, Sales came and quoted me $10000, I told him I could buy a Mr. ****** for $1100 and could Haven Home hook up the gas? He got back to me and said they needed to take a look at it to give me an estimate but if I accepted the job the estimate fee would be waved. A tech came in and looked at it, said yes they could do the job but needed parts. I was told on that Wednesday that he would be back this week, I waited Thursday and Friday with a no show, I called Tuesday and was told that I needed to accept the job via email and they would give me a quote. After the call I received an invoice for $190, I called and was told that this was a diagnostic fee and the quote for the job was $400. I explained that I was told the estimate fee would not be charged if I accepted the job, after an upsetting conversation the diagnostic fee was waved. I called around to competitors and was given a quote of $125 for labour per hour (Haven home is $175 per hour) and found a hook up kit for the heater for $50, no estimate fee or diagnostic fee to hook up an appliance. The total for Home Haven if I had paid the diagnostic fee would have been $600 to hook up a gas appliance!! I have cancelled the appointment with Home Haven and they will not charge me the diagnostic fee, (estimate fee). I have purchased a Heat Pump and Furnace from Haven Home a couple of years and wanted to keep all my heating with one company but the labour and parts are more expensive than there competitors. It is my opinion that the original $600 to hook an existing gas line is excessive and not inline with the competition approximately double the cost. The misunderstand over diagnostic fee or as I was told a fee for a quote can be avoided if you call around. Very disappointing.
  

  Haven Home

  Date: 09/09/2023

  Hi, *******. At Haven Home, we strive to provide our clients with the best possible experience, so we're sorry to see you are so unhappy with us. We would like to clarify that you have not been charged for any services, and the prices you mentioned in this comment are not accurate. We're sorry if there has been any miscommunication regarding the price or any of our services, and we'd be happy to discuss this in more depth to clear up any confusion. We have been in contact with you many times, but if you need to contact us in the future, please call us at ************. Thank you!

• Review fromRon S

  Date: 07/01/2023

  1 star

  Ron S

  Date: 07/01/2023

  Was on monthly plan, paid for 18 months before showing up for warranty maintenance, the another 11 months went by for a/c service which never happened, cancelled appointments or no show, then when I fired them and found a far superior company, the new owners offered me $30 refund and said I had to take them to court if I want the rest back. At least I have a letter that holds them accountable for ***** and maintenance if manufacturer voids my warranty due to their cancellations for service on my equipment. NOT RECOMMENDED
  

  Haven Home

  Date: 18/07/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced and can understand your frustration with the situation. We would like the opportunity to discuss this matter with you in detail. Please phone our Operations Manager at **************. Thank you!