Haven Home Heating and Air Conditioning

This is the first bad review I have ever taken the time to write, but this was just a huge waste of money and time for us. I am very surprised with all of the great reviews for this company as our experience was terrible.

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. The only "testing" that was done was turning the thermostat up and down and measuring the temperature of the outside of the furnace, which had nothing to do with the problem we were having. At one point my wife had to tell him how he could shut off just the heat pump at the breaker box so only the furnace would run, something we would expect a heating technician to know. 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, which doesn't do us any good if it happens outside of your service hours.

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 except for a section on what the technician thought the problem might be and that we will just have to call someone to have a look again.

Even with all of this, we thought maybe this really was a tough problem and there wasn't much more we could do. However, 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.

We truly were incredibly disappointed with the service and do not feel we got what we paid for. 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. To be clear as well, the technician was very nice and polite, but we did not get any of the service that we paid for.

We also tried to handle this without leaving a bad review, but sent multiple emails asking to discuss with no replies.

***UPDATE*** We were contacted after leaving some bad reviews and were issued a refund for the work that was not done properly. We appreciate that Haven Home made things right for us so we are at least happier with their customer service. However, the service was still disappointing as was the fact that it took writing bad reviews to have someone reach out to us.

Brayden performed our annual furnace service inspection today and his workmanship was very detailed and professional. He ensured that everything was in good order, was thorough and diligent in all aspects of the inspection. Not a thing to clean up after he departed.
Ten stars for Brayden.

It was a pleasure to have Hermen come to service my furnace and fireplace. He was very respectful and courteous and did his work with quiet efficiency. He also brought our attention to a water leak from my refrigerator that was leaking under the floor and into the furnace room, which could have resulted in a costly repair job without his keen observation. Thank you Hermen

Excellent service by Braydon and Rob. They had the parts with them for same day repair.

I would like to thank Rob, the service person for alerting us to a leak in our water heater in the basement.

the water heater was installed by another company who we will now call to make the needed repair.

Thanks Rob.

Professional sales and installation crew. Ty and Shawn arrived on time to install the heat pump. They did a good job and answered all my questions. The install looks great and they cleaned up nicely. They certainly earned my vote of confidence. Well done.

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. Heater 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.

Jeff and Isaac were in to repair a leak on the A/C unit. They were cordial and professional. The repair took about 2 hours. We are very satisfied with the work as we've always been with all the other work Haven has done for us

we had Nick come to do the yearly maintanence today, he was on time and very friendly. he explained his process to us and we are happy with his service and would recommend him to anyone. Hope to see Nick next year.

I bought a gas fireplace in Jan 2022 and submitted complaints about it in Dec 2022. It was supposed to be a barely used unit because apparently they couldnt get new units until the summer due to COVID related supply issues. When I got service done on it in Dec 2022, the unit was clearly well used. It was all rusty inside and had to be repainted. I had other significant complaints and here it is July 2023 and they have not once answered my complaints during the past 7 months. I have never had such poor customer service anywhere in the past. I would never recommend this company to anyone.