T.J. in Kingston

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.