Haven Spa Pool & Hearth

"It is unfortunate that Mr. Salata was unwilling to wear a mask in our store. We ask the same of all customers during this challenging time, as it is our goal to keep both customers and employees safe. While this customer argued that there is no law requiring masks and that this a choice Haven is making, we are following this state mandate (from Oregon.gov) that he said does not exist. July 22, 2020 Face coverings, or masks, are now required statewide for all adults and starting Friday, July 24, for all children 5 and up, in all indoor public spaces and outdoors when physical distancing isn't possible."

"Hello Mark, we would have been happy to try to help with your concern, however we have no customer by your name in Happy Valley, Oregon. Perhaps you meant this for another company. Thank you."

"While we do understand this customers confusion about the request for a credit card at the time a service appointment is set, this is a request we make of all customers when scheduling. Our goal is to ALWAYS (and as liberally as possible) apply the manufacturers warranty to the issue the customer is experiencing. Our office staff is not qualified to determine whether the issue is a warranty item or whether it has occurred as a result of general usage. The statement that we have pushed out this customers appointments to avoid honoring their warranty is simply untrue. They last contacted us on March 13th, 2020 for a service call and we were out two weeks later for a diagnosis on March 27th, with new ordered parts installed on April 21st - all done under warranty."

"Steve, thanks for taking the time to review us. We are glad you enjoying your fireplaces again!"

"Thank you, James."

"Bobby, thank you for the kind words. We always appreciate the feedback. We love our technicians and know that they are some of the best out there."

"Vicki, we are sorry to hear that our schedule did not meet your needs. We are typically scheduled out about 7-10 days for service appointments, so we were not able to service your 2 fireplaces within 6 days of your call. While we don't want to delay a project for any customer, we also feel it important to honor the service appointments that were already scheduled prior to your call. We would be failing our other customers by rescheduling their awaited appointments in order to give it to you. We hope this makes sense. Thank you."

"I am very sorry the customer has this perception of events, as it is our intent to meet or exceed the customers expectations and deliver their selection of our products. In this case, I did in fact come to the customer?s home and measure the fireplace to be retrofitted with a gas insert fireplace. I brought with me the proposal for a medium sized fireplace per the salespersons request as a reference. I explained to Robin that among the general sizes of fireplace inserts (small, medium and large) that this medium sized fireplace was a good physical fit and application for the living area given its viewing area and heat output. I also explained there were many options including the lining, burn media and trim to customize the fireplace exactly as she would like. We then emailed and conversed on a few occasions to finalize the options prior to her acceptance of a final proposal. At time of installation it was noted that the trim piece (picture frame that finishes off the opening of the brick fireplace) was too small due to my mistake in measuring the exact opening to within ½?. I set an appointment with Robin to come by and address the issue. We discussed several options, including replacing the trim with a larger one, all of which would give a clean professional finished look, and of course at our expense, apologizing for the inconvenience. Robin accepted the options and we set an appointment to come back and correct the finish trim. Robin then cancelled the appointment and instead asked for a larger fireplace insert to be installed because she was not satisfied with size of the glass viewing area. I came to Robin?s home a third time to take measurements again to see if the largest unit would fit, and determined that, with some difficulty and a few modifications, a larger unit would fit. At that same visit I explained some of the items purchased to accessorize the first fireplace were special order and uncommon and therefore subject to a restock charge. But that I would give full credit for the fireplace and two other components, and that I could potentially resell them at a substantial discount given they were previously owned and used. I then had a fourth meeting with Robin in our showroom to go over every detail of the new fireplace she?d selected, all its options and the final cost for changing out her fireplace. I explained that the real cost to Haven for this exchange was approx. $1,100 and that her final cost would be $660 including a reduced labor rate to perform the work for the new fireplace. Robin agreed with the 2nd and final proposal and left the store, satisfied with the solution, I thought. A few days later Robin called and suggested we made a mistake by installing the wrong fireplace. I reminded her of our in-home visit and our previous conversations regarding the size, options and finish choices and that I disagreed completely that the wrong size fireplace was installed. She then spoke with her husband and agreed to proceed"

"Thank you for the kind review. We will be sure to share it with your technician. Please let us know if we can be of assistance to you in the future. The Haven Service Staff"

"We spoke with Reggie regarding two pumps that he had rebuild elsewhere, that we installed for him in his 14 year old the spa that was empty at the time. We offered an appointment to come out and see where the leak was coming from, and he declined the appointment the first time. He has since has agreed to have us come out and we found that with the spa now full of water it was leaking in 3 locations that were completely unrelated to any work we had done. We take great pride in and responsibility for "our" work. Thank you"