I recently had the unfortunate experience of dealing with Haven Home while purchasing a new A/C, furnace and hot water tank and getting duct cleaning done. The short version is that this company caused water damage to my basement after the install, continually tried to avoid responsibility and made the customer pay for their very costly mistake. I go into more details below if youd like the full story. Please do not use this company!
We went with Haven Home even though they were the most costly quote we received because they had great reviews, we decided to throw in duct cleaning to make sure we started with a clean slate. When the technicians came for duct cleaning they were very nice and detailed which was wonderful, but they walked through out house with their boots on before laying carpets and left a mess by every vent and register since they didnt clean up after. A bit annoying, but oh well a quick vacuum fixed that.
Two weeks later we were scheduled for a two day install for a furnace, A/C and hot water tank. The technicians came in, put the carpets down, cleaned up after themselves. They finished the job in a day, which was apparently planned at the office level unbeknownst to us, and a bit annoying because my partner took time off work to be available, but once again small inconvenience. I get a call the next day that the mixing valve was not installed on our hot water tank and asking to schedule the technicians to come back and install it. Once again need to book time off and considering we had booked the install over a month prior and it was an issue with it being back ordered it feels like we could have been informed before this point.
However all seemed great until we went down into our finished basement that night. I noticed the nursery had water coming up from the floorboards. I went and got my partner who immediately checked the sump pump in the utility room. There was about a half an inch of water through the whole room and the sump pumps (we have multiple in case one fails) were unplugged. As soon as we plugged them in they kicked on and we frantically spent the next hour using every towel we had to mop/push the water into the sump hole and soak up the water that was coming up through the floors in the nursery and hallway. We called family and friends to borrow any dehumidifiers and fans we could and set them up to dry as much as we could and hopefully limit any mold issues. The bottom of the walls were also wet. Once we did that I called the 24 hour call centre who couldnt really help me other than passing the message along. The next morning Chelsea called me and told me that their technicians didnt unplug the sump pumps and asked to see pictures of the damage. I sent her pictures and videos. She then emailed me to ask if the water damage was caused by sump pump failure or the water came from another location. I explained the above story and confirmed that no it was the sump pump being installed. She then called me to suggest I go through my home insurance, and when I told her that it was due to the sump pump being unplugged and that I felt like they were trying to dodge responsibility and was implying we were responsible she told me she wasnt, but these installers say they did not and they never make mistakes. I told her were all human and make mistakes, but she was adamant. I was told she would approve a $200 mold assessment, but she wasnt sure about all the other stuff. I was asking for my floor to be replaced and the first couple inches of the damaged walls if there was mold. I just wanted my basement returned to the condition it was in before they arrived. I was told the technical manager would call me on Tuesday after the long weekend. They sent service master out who told me floors and a few inches of the walls would need to be ripped up. Got a call a few days later that they would not cover anything and Id be on the hook for the thousands of dollars of damage because it was my word against theirs. Suggested I go through my home insurance to go after their insurance. Horrible customer service. Now I need to take more time off and let things get worse while I contact and wait for my insurances decision.
