Business ProfileforHaven Home

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.