Haven Spa Pool Hearth

We have in fact been completely honest in our dealings with Mr [redacted] and have taken responsibility for the real issues involved in this installation I would like to address this customer’s concerns by taking full responsibility where it is due, and by also providing a more accurate representation of the facts despite some of the erroneous claims made by the customerThis serves as yet another apology, and also another opportunity to repeat our offer to correct what is truly “not as it should be” with this installationWe have been communicating with Mr [redacted] up until last week when he stopped replying to my request to come and address the remaining issuesNo amounts or bills have been presented by Mr [redacted] for reimbursement of repairs as of this date Even with the very best of expertise and planning, things do not always go as intended and new products can sometimes have manufacturer’s issuesThe best kind of business in our view is one that takes responsibility and promptly addresses these ***ersIn this situation, we have done just that To the cred items above I offer the facts: The installation and fireplace were inspected by the County Mechanical inspector and Approved as being in accordance with state and local code and the manufacturers instructions #1, 5, & - The manufacturer of the stove has acknowledged a production issue causing some fan motors to be noisyAdditionally, there was a very small imperfection in the ceramic glass, if you looked closely, a dot or spec of some sort in the glassWithin one day of the customer reporting these problems we returned and gladly installed a new fan and glass doorWe have offered on several occasions to replace the 2nd fan completely under warranty, this is a 5-minute jobNote: customer has not allowed us to return to correct this #- We have offered to pay for repairing the chip on the brick #3- Scratches on the floor were not visible unless you view from an angle with sunlight reflecting on themHence, we did notice them when cleaning up after the jobUpon inspection of these the next day, we accepted responsibility for the cost of repair whether or not they resulted from our work #- Faulty handle is not at all faultyThis involves tightening the screw which we would do should he prefer the handle movement to be stiff and not relaxed as it was leftNothing is incorrect about the installation of itNote: Again, we have offered to return to correct this #– During the initial installation an extra piece was installed with the fireplace surround in errorI removed it and left only the custom surround that the customer had paid for and agreed toI showed the customer the photograph of the stove and surround “as intended” and he agreed that it not only looked good but that it was left “as it was intended,” and that he did not pay for this additional pieceWe are perplexed as to why Mr [redacted] would now say that a piece he did not pay for, and that was not ever intended to be a part of his fireplace project, is now being described by him as being “stolen” In fact, if installed, this piece would cause the air flow to the fans to be restricted and could cause operational issues with the fansWhen originally explaining this to the customer, he said he understood and agreed #– When removing the surround it we scratched itIt was refinished to match the stove perfectly and left with the customer’s agreement that it looked good and “as intended.” As for the $that Mr [redacted] has requested, it is exorbitant and not at all appropriate based on real costs for corrective actionThree floorings company’s I have spoken to have given estimates for floor repair from $to $and a brick mason I spoke with gave an estimate of $for a brick repairLastly, the fan replacement is covered 100% by the manufacturer at no cost to the consumer or to our company We continue to offer, as we have offered from the onset of Mr***’s concerns, to do the following: Correct the tension of the fireplace door handle by way of adjustment Replace the left fan that is causing concern (right fan has already been replaced) Pay for the cost of the floor repair (within a fair and reasonable limit up to $400) Pay for the brick repair at a cost of $

Complaint: ***I am rejecting this response because:
I am not sure what the response is in reference to, perhaps they are confused with another situation or complaintOur concern is surrounding damage caused to our home by Haven Spa Pool and HearthThe responses from Haven are clearly outrageous and is completely out of line, quite baffling to my entire family
We are requesting payment for the damages that were caused to our home during the installation of the NEO wood stoveWe have proof and full documentation for this incident, yet we have not received payment for the damages hence we filed a complaintWe requested a $payment and it has not been receivedThe company continues to say one thing and do anotherWe would not be requesting this payment for damages if Haven would have not caused the damage to our home
Please request Haven send payment for the damages they caused to our home, the minimum we will accept for the damages is $500.00Thank you and Sincerely,*** ***

Complaint: ***I am rejecting this response because:I wood like them honor the $big on high quality above ground pool.Sincerely,*** ***

We have in fact been completely honest in our dealings with Mr. [redacted] and have taken responsibility for the real issues involved in this installation.
I would like to address this customer’s concerns by taking full responsibility where it is due, and by also providing a more accurate...

representation of the facts despite some of the erroneous claims made by the customer. This serves as yet another apology, and also another opportunity to repeat our offer to correct what is truly “not as it should be” with this installation. We have been communicating with Mr [redacted] up until last week when he stopped replying to my request to come and address the remaining issues. No amounts or bills have been presented by Mr [redacted] for reimbursement of repairs as of this date.
Even with the very best of expertise and planning, things do not always go as intended and new products can sometimes have manufacturer’s issues. The best kind of business in our view is one that takes responsibility and promptly addresses these [redacted]ers. In this situation, we have done just that.
To the cred items above I offer the facts:
The installation and fireplace were inspected by the County Mechanical inspector and Approved as being in accordance with state and local code and the manufacturers instructions.
#1, 5, 6 & 7 - The manufacturer of the stove has acknowledged a production issue causing some fan motors to be noisy. Additionally, there was a very small imperfection in the ceramic glass, if you looked closely, a dot or spec of some sort in the glass. Within one day of the customer reporting these problems we returned and gladly installed a new fan and glass door. We have offered on several occasions to replace the 2nd fan completely under warranty, this is a 5-minute job. Note: customer has not allowed us to return to correct this
#2 - We have offered to pay for repairing the chip on the brick
#3- Scratches on the floor were not visible unless you view from an angle with sunlight reflecting on them. Hence, we did notice them when cleaning up after the job. Upon inspection of these the next day, we accepted responsibility for the cost of repair whether or not they resulted from our work.
#4 - Faulty handle is not at all faulty. This involves tightening the screw which we would do should he prefer the handle movement to be stiff and not relaxed as it was left. Nothing is incorrect about the installation of it. Note: Again, we have offered to return to correct this.
#7 – During the initial installation an extra piece was installed with the fireplace surround in error. I removed it and left only the custom surround that the customer had paid for and agreed to. I showed the customer the photograph of the stove and surround “as intended” and he agreed that it not only looked good but that it was left “as it was intended,” and that he did not pay for this additional piece. We are perplexed as to why Mr. [redacted] would now say that a piece he did not pay for, and that was not ever intended to be a part of his fireplace project, is now being described by him as being “stolen” In fact, if installed, this piece would cause the air flow to the fans to be restricted and could cause operational issues with the fans. When originally explaining this to the customer, he said he understood and agreed.
#8 – When removing the surround it we scratched it. It was refinished to match the stove perfectly and left with the customer’s agreement that it looked good and “as intended.”
As for the $1000 that Mr. [redacted] has requested, it is exorbitant and not at all appropriate based on real costs for corrective action. Three floorings company’s I have spoken to have given estimates for floor repair from $250 to $400 and a brick mason I spoke with gave an estimate of $100 for a brick repair. Lastly, the fan replacement is covered 100% by the manufacturer at no cost to the consumer or to our company.
We continue to offer, as we have offered from the onset of Mr. [redacted]’s concerns, to do the following:
Correct the tension of the fireplace door handle by way of adjustment
Replace the left fan that is causing concern (right fan has already been replaced)
Pay for the cost of the floor repair (within a fair and reasonable limit up to $400)
Pay for the brick repair at a cost of $100

While we apologize for any confusion this ad may have caused the consumer, Craiglist does require us to enter a cost when posting an item. Given the variety of pool sizes and prices for this pool sale, we are not able to list the various special pricing in the subject line of the ad. Because of...

this, we default to the minimum price allowed.If we can be of assistance in identifying a specific pool and size that the customer is interested in, we would be happy to provide special sale pricing for this pool.Thank you.Haven Spa Pool & Hearth

Dear Revdex.com, please close this report.

Hi [redacted],
Thank you very much for your time. This has been a very trying time for my family and I.
The only erroneous claims that are being made are coming from Haven Spa Pool and Hearth. They started acting this way after the install when we discovered a litney of issues with damager to our property and a improperly functioning stove. Haven has done nothing to help, their attempts were futile, zero corrections have been made to meet our requests.
If Haven Spa Pool and Hearth is only willing to cover $500.00 of the damages they caused to our home and the improper installation of a faulty stove we will accept that payment. We will not be allowing them to review any of our business dealings now or any time in the future, they have violated the customer relationship and our trust. Stephan wanted to call the wood floor company and "Negotiate the price down" for his portion of responsibility. We do not feel comfortable inviting Haven back into our home, their business dealings are childish and atrocious, I only hope this does not happen to the next guy.
We expect the payment to be in the form of a certified check, as we provided a certified check for the purchase of the NEO 1.6 wood stove. We want Haven to respond with payment within one week.
We are out of pocket a great deal more than $500.00, and since Haven has proven to not be trustworthy, my wife and I decided it is in our best interest to not allow them back into our home. We have been take advantage of and we do not wish to endure any further treatment of this type from Haven. We have chosen to place our trust in a professional installer going forward at even greater cost to me personally. We are hopeful that they will pay the $500.00 they owe us but are not confident as they have a proven track record of saying one thing and doing something completely different.
We have had the NEO 1.6 installed since 1/22/2016 and of that time is has been malfunctioning the entire time. Recently the handle that Stephan improperly installed fell off in my hand, this is a huge safety concern. We are extremely surprised with the history of lies and deceit we have had to endure working with Haven, but we were shocked with the how poorly the supposed new handle and door were installed, it is as I said a great safety concern, and we told Stephan this, yet Stephan continues to deny the problems he created. The childish behavior is not professional and not acceptable for a business. We never asked for anything more than what we paid for, and we are hopeful to soon have a working stove once again soon.
Haven could have easily corrected all of these issues, we are still unsure why they did not do so when we have given them so many opportunities.
We are having a tremendously bad time with our brand new stove. We have had so many problems with the installer and the stove it is hard to list them all.
The installer damaged our properly and installed a faulty product, it is so bad that my family can no longer use the 3k + Wood stove, and we have not been given a clear path to a resolution.
The door handle on my NEO 1.6 literally fell off in my hands due to the threads being stripped on the door. This is the second door! It is a huge safety concern, and caused a burn on my wrist when I was attempting to reassemble the handle several hours in use, haven is fully aware of this concern, I have brought it to their attention several times in writing, yet they continue to deny it. This was a result  of Stephan improperly installing the handle after the entire door was replaced due to a chip in the glass. The handle bolt was also broken sheered off. I cannot understand how this could possibly be a new door/stove as Haven has claimed.
My family and I attempted to work with Haven Spa Pool and Hearth, but they were not capable of correcting the issues with the stove. We have given them several chances, the installer has clearly not been trained to conduct an install properly. Each time Haven returned to our home something else went wrong with the stove and the original issues were never addressed, the list keeps getting greater, and now our stove is a giant useless paperweight. Haven treated us deplorably and badly damaged our wood floors and the brick surrounding the fireplace. They treated my family and myself poorly and were not even slightly professional in their dealings with these issues. I would be happy to share the communications with PE, it verifies the summary of the issues and the incompetent behavior of Haven that we have had no choice but to endure
We are now at a point in the purchase where we felt threatened by the installer in our own home, my wife and I made a decision to move on from Haven because of their proven track record of destruction and incompetence. We gave them many chances to correct the issues they caused, and they have done nothing that we have requested. They violated the customer relationship and have ruined our perception of trust.
We did not get what we paid for and I am extremely concerned with the result of our purchase and the lack of resolution from PE and Haven alike. We were hoping PE would help us resolve these issues, but we have not received any support at all. It is amazing how violated and ripped off my family feels at this point. We cannot simply let this go as Haven suggested, until we get what we paid for, a working wood stove.
[redacted]Purchase and install date 1/22/2016[redacted]
Summary of issues:
1. Glass Chip -- Door Replaced - I am not sure why he did not just replace the glass? As we came to find out the treads were damaged on the supposed "NEW DOOR"
2. Bolt Thread In Door Stripped - Handle Falls off when loading the fire, Extremely dangerous.
3. Brick Masonry, Broken Bricks on the Hearth covered by and not covered by surround -- Unaddressed
4. Wood Floor Scratching -- In process of obtaining estimates - Several estimates received.
5. Faulty Handle Installed -- Unaddressed - Resulted in the handle falling off during a fire. HUGE SAFETY CONCERN!
6. First Right Blower Failure -- Replaced with failing blower motor.
7. Second supposed new Right Blower Failing, Extremely loud Vibrations-- Unaddressed - I do not think the correct part was installed.
8. Left Blower Motor is Making a Rubbing/Vibrating Noise -- Unaddressed
9. 4 sided surround installed improperly installed over custom surround the improper installation of the 4 side surround caused violent vibrating and scratching to the surface -- Removed
10. Custom surround scratched by improper installation of 4 sided surround- Re-painted and Re-Installed
My entire family is hugely concerned and baffled by this entire process, we have never been treated this poorly before by a company in our entire lives.
Please help us, all we want is what we paid for. A working stove.
Please let me know if you would like to review any of the communications from Haven. I have proof of all of the factual concerns Haven has not addressed and have all communications documented, we even have testimonials from the previous home owner on the damages to our wood floors and hearth, in the event we need to take this further to get what we paid for.
Thank you for all of your help!
Kindest Regards,
[redacted]