ComplaintsforAshton Plumbing Heating Air

• Initial Complaint

  24/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our old drain lines replaced by Ashton Plumbing or rather a sub-contractor, which was a landscaping company they hired to do the work. The line was made up of 4 different materials and water leaked into the basement. The sub-contractor did 95% of the work, but did not finish. They left boulders, gouges in the lawn, and portions of exterior foundation unpainted. In addition, I have asked Ashton for a few simple sentences about the nature of the original drain lines that made their replacement necessary. I have asked for the above since the work was done in mid- to late-February. The insurance company will pay 10k of the 35k cost if Ashton merely writes two sentences.To resolve this, I am willing to clean up the mess from the landscaping contractor because he is refusing to do it without more money from Ashton. I just want to get the work finished and the insurance money. I have made a dozen phone calls to Ashton Plumbing and 2 weeks ago talked to a manager. Ashton is nice on the phone and promise to act, but do nothing.

  Customer response

  30/05/2024

  I wan tAshton to i) finish the job and ii) contact me

  

  Business response

  30/05/2024

  This complaint has been reviewed and forwarded to our Operations Manager & Service Manager.

  Customer response

  31/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  26/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Ashton install a new HVAC system. At the time the system arrived with no air filters. Six months later and after multiple requests we still have no filters. Ashton just keeps ignoring our repeated requests that they complete the job.

  

  Business response

  08/04/2024

  Good Afternoon,

  The system we installed did not come with filters or a rack, they were a special ordered add on.  Unfortunately, they took some time.  They have been received and the install is scheduled for Wednesday April 10th.  I have extended their maintenance contract for an additional year due to the inconvenience and frustration caused.

  Best,

  *************************

  HVAC Install Manager

  Ashton Service Group

• Initial Complaint

  30/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ashton visited my condo on December 13, 2023 and quoted $1900 to replace a leaking faucet, which I agreed to. I tried to discuss different faucet fixtures with the plumber, but he insisted there was only one option. On December 18, the same plumber attempted to install the new faucet. He warned me he had to take a few tiles out, but later stated that he did not expect concrete behind the tiles. He said his faucet did not fit, so he would have to take a little bit of concrete out. The plumber then called me into the bathroom telling me he had to take the whole wall out all the way up to the shower head. I was in disbelief and shock as he had already dug a huge hole in the concrete wall. I asked him whether he knew what he was doing and he said he had only been working with Ashton for two months. At this point he called in another plumber to help him, and they did not end up removing the entire wall.Instead of simply installing a new faucet they broke my existing tiles, damaged and removed the concrete around my pipes, replaced my old pipes, and then installed new pipes several inches off center with no concrete. They then wanted $3600, insisting that I now had to pay $1500 for garbage disposal. Before they left, I unfortunately wrote a cheque for $2,500.00, which was not the entire amount. However, the job was not completed and I had concerns with the work they had done so far. I did not notice at the time that they installed the pipes for the handle and the spout a few inches to the left of the center. They later admitted they were both aware it was not centered, but never told me. When I asked them why they would keep it a secret, the plumber said some customers don't mind crooked faucets.I was so concerned that I started contacting other contractors who told me that it was unnecessary to remove all those tiles and concrete and to replace the old pipes. I was also told that there are various options for faucet fixtures that would have easily fit. I told Ashton they had to come back and center the pipes, which they did. *** * *** ** **** * **** ****** ***** **** ** ******* ********  However, the tile job is temporary because the concrete is now missing. Ashton then came back to attach the faucet fixture, however, they installed the spout a few mm away from the wall and didn't seal it with silicone.I wrote a letter to ***********************, the service manager at Ashton, as well as to the President and Vice President. ***** said he would send a plumber last week to attach the fixture properly, but nobody ever showed up, despite ***** having promised numerous times that he would do right by me. All I wanted was a replacement for my leaky bathtub faucet. Instead, it turned into a nightmare, and created an immense amount of dirt and dust. I had a non-functioning bathtub throughout the holidays. Almost two months later, the job is still not complete. This will cost me over $4000, in addition to the fee to shut the water off. Now it looks like I will have to hire another plumber to attach the tub spout to the wall since Ashton did not show up. I don't feel I should have to swallow all these costs when none of this was my fault.

  

  Business response

  05/03/2024

  Ashton is a *************** and the process we follow is to do a thorough evaluation of the situation and offer options to resolve this.

  
  On 13th December our tech visited this customer gave two options to resolve the situation, option one was to replace the cartridges leaving the existing faucet in place which is a short-term fix @$566.79. Option two was to replace the existing faucet with a customer provided tub/shower valve @ $1976.47 along with a copy of a photo of the recommended Delta valve. He also confirmed that a few tiles would need to be removed to enable him to make the connections to the new mixer valve.

  
  Our tech called the customer the next day as he realized he should have also given the option for Ashton to supply the valve, the third option was $2275.35 to supply and install a delta tub/shower valve.
  The customer chose the third option, as she did not want to go to the shops to purchase the item herself.
  

  We then arranged with the building manager to shut down the water supplies to the building on the 18th Dec as there are no individual shut offs in the condo, we also explained the benefit of fitting the Delta mixer is that it has its own shutoff valves built in making future maintenance easier.

  
  Our tech arrived on site at 9am on the 18th December to carry out the work, he started to remove a couple of tiles and discovered the existing pipes were buried behind concrete instead of drywall.This meant he would need to remove more tiles, demolish the wall and would need some help from another technician to speed up the process due to the building water shutdown. He spoke with the customer about having to increase the cost due to the extra work and labor, the price increased from $2275.35 to $3241.64.Unfortunately, due to the placement of the old pipes and the new pro press pipe fittings used, the tech installed the rough in of the mixer off center but did not explain to the customer why this had happened. When the customer informed us about the valve positioning, we immediately apologized for the mistake and agreed to return and rectify the problem. We also recommended a restoration company to fix the tile problem, I also assured the customer that once the job was finished, I would come to site and amend the costs to compensate for the problems.

  
  We scheduled another building shutdown with the management,the earliest this could be done was 27th December due to the holidays. Ashton paid the fee to the building management company as this was our mistake.
  On 27th December our tech changed the fittings to allow the valve and spout rough in to be in the center of the wall, the customer said she was happy with the work, and she would now get the restoration company and contact Ashton to return to fit the trim kit.

  
  On 15th January we returned and fitted the trim kit, and took photos of the completed work, the tech also noted there was a high pitch noise from the shower when using the hot side, he went to his van to get some tools to remove the cartridge to see if the was some debris causing the noise, when he tried to return the customer refused to answer the door entry, he called multiple times but was not able to get back in to the property.

  
  The customer has also not allowed my request for me to visit the site and discuss a reduced fee for the work, so we have closed the job for now.

  
  

  Customer response

  10/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I was never informed by Ashton that they closed the job.  The last correspondence I received from Ashton was on January 18 where ***** responded to my request that they finish the job.  In his email, he assured me that they would come the following week to finish the job (both emails are attached).  He also assured me that he would discuss the charges with me and come to an amicable agreement.  Nobody ever showed up the following week as promised and I never heard from Ashton again.  As a result, I turned to the BBB.    
  
  To clarify, I was ever given a quote of $2275.35, nor did I ever receive an invoice for this amount.  I was quoted $1900 by ******** from Ashton, and he said that Ashton would supply the valve for this price.  ******** later told me that he neglected to include the valve in the price and would ask his boss to include it free of charge, since this was what we had agreed on.  The invoice I was given states that the valve was customer provided, which is not true.  ******** also never mentioned at this time that he would have to remove any tiles.  My building caretaker was present during ********'s visit where this quote was given.  
  
  
  
  
  
  
  
  

  Sincerely,
  
  *********************

• Initial Complaint

  24/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ashton installed a new water heater January 19, 2018; which failed under warranty on June 21, 2023. Ashton installed a replacement water heater on June 23, 2023 which was the wrong model. Over the past 4 months Ashton keeps saying that they have ordered the correct replacement water heater, but it never seems to arrive.

  

  Business response

  23/11/2023

  A warranty tank was replaced and installed for ***********. It took a while to come, and he was updated of this. We had offered him an alternative solution, but he decided to wait on the warranty tank. the Job is now completed on our end. Thank you! 

  Customer response

  01/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  22/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 12/22: Consult Ashton re: replace Carrier HVAC. Discussed Needs: 3 Zone independent control w/ **** thermostat. Tech advised ********** HVAC, assured better than last. Total Estimate incl HVAC, installation, 1Yr No Problems Plan. $19 777.80 Payments: Deposit $9888.90, 2022-07-13; Final $9888.90 2022-09-30. Installation Sept 2022 (resched twice by company- notes can be provided as needed re: company's lack of communication, providing final installation date). November 29th, 2022 : There is no/minimal heat coming from the main floor vents. We called Ashton Company spoke to Jerome, informed of the problem. He asked us to turn off the upstairs thermostat. I explained that the upstairs was the only heat we had, as the main floor had no air. We initially arranged for an inspection that night; but due to Jerome's expressed concern of driving (snow, van issues), we later postponed the inspection to Nov 30th. Nov 3- No inspector arrived. Dec 1: Called Ashton. Emma J** said Nov 29 callout erroneously cancelled not postponed. Put on hold 14min. Dec 1: Matt inspects/changes 'dip switches' on zone control, doesn't check if heat adjustable. Dec 5: Spoke to Hatem: heat not getting above 20 degrees. He said if faulty unit, may need replacement. Dec 6: Tyler inspects. Says will call ********** re:secondary heating coil not working. Primary heating not working either, but no response about this. Dec 19 9:37am: Spoke to Braden:no communication since Dec 6; please fix or replace. Said he'd make it priority, get back to me today. 1:05pm: Asked to speak to manager. 25min hold. Venice T********, operations manager, now pt of contact, will update us immediately. Rec'd email post-call acknowledging same. Dec 20th: emailed Venice re:replace. His reply: re:secondary heating coil problem. My reply 2 problems: Primary heating doesn't work; Secondary heating doesn't work. Asked for solution by end of day or I'd file complaint with BBB. No response

  

  Business response

  03/01/2023

  Prior to the Holidays we had one of our senior HVAC technicians out for approximately 5 hours working to resolve the issues, the system is now working as designed.   We are currently in correspondence with the client to to reach an acceptable resolution regarding warranty extension.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 2021 spoke to Ashton Services Group ("ASG") to get heat pump (HP) install. Oct 2021 confirm to proceed with install HP. Nov 2021 $7,718.55 debited down payment. Total $17,535.00. Mar 2022 ASG hired 3rd party co + shud be installed June, 2022. June 6'22 City Vcr Bldg inspector immediately approved inspection. Emailed ASG to advise approval from City Vcr. (supervisor said we are priority list.) Each time I called I was told they are in meetings 'someone will contact me within 2 days - this went on for 2 weeks. On June 26'22 texted supervisor pleading with her that my husband handicap, very sensitive to heat and cannot function, ** *** **** ****** ********. To date no one has contacted me.

  

  Business response

  03/08/2022

  **** ********'s HVAC installation is complete, their AC system is up and running.  The Building Development permit process took longer than expected.  Once the permit was approved and the site review was passed we did prioritize their install to the best of our ability and had it completed mid July.

   

  Sincerely,

   

  Caryn B****** - HVAC Installation Manager

  c/o 

  Ashton Service Group

  Customer response

  08/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: We had 2 heat pump units installed - 1 in the tv room and 1 in the bedroom. The bedroom unit has not worked since it was installed. It makes a grinding noise thru the nite. A technican came out to repair it but it still continued to make noise. I contacted the technichan who supposedly repaired it that nite and he said he would record this on his report. As well the remote does not respond properly to the settings I entered.
  
  Sincerely,
  
  **** ********

  

  Business response

  18/08/2022

  This work was completed back on July 19th 2022, I am unsure as to what the issue is at this point?  I have confirmed with the client on more than one occasion that the system is working well.

  

  Business response

  18/08/2022

  The client has complained of a noisy condensate pump in the bedroom.  Condensate pumps in mini split systems are known to be noisy, we will arrange for our Installation Supervisor to pay **** a visit to determine if this noise is normal or if service is required.

  Customer response

  20/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: Someone phoned and said they were going to come to our condo this past week (week of Aug 15 - 19, 2022) - no one has shown up or phoned. Now that we have had the heat pump for a while we notice that in the tv room where the other heat pump is installed is making noise as well. We were told that the units are VERY QUIET and you would not even know they are operating.
  
  Sincerely,
  
  **** ********

  

  Business response

  22/08/2022

  Another appointment is being booked for Ashton's Installation Supervisor to go by to check out the noisy pump for the bedroom unit.  We attempted to arrange for Wednesday morning Aug 24th, this does not work for them,  We are attempting to schedule for Friday August 26th.

  Customer response

  25/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: Sales man told us we would not hear anything from heat pump. From day 1 heat pump in bedroom has made constant noise. Salesman should have advised it would make noise especially if its in our bedroom above our head - I've sent video recordings several times in which you can hear how loud it is. Even if it were to make noise it shouldn't be every couple minutes - Some one was supposed to come to check heat pump last week- no one showed up or phoned. However someone is supposed to come tomorrow - we will see if any one shows up.
  
  Sincerely,
  
  **** ********

  

  Business response

  06/09/2022

  August 26th Ashton sent a senior HVAC service technician to address ****'s concern:

   

  "Went to site looked at system the client said the noise is coming from the condensate pump when I tested it. The noise is the normal pumping noise of the pump. I explained to the client that to get the condensate to the drain it has to be pumped as there is no way to gravity drain it. This is the best pump and they are low db levels and very serviceable. I put some insulating foam tape behind to help with the vibration thru the wall. I informed the client after some time they will get used to the sound as you have to get used to new equipment noises. Cleaned up and left site"

• Initial Complaint

  15/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Nov. 25/20 Boiler Zone valve was replaced Inv. #******** $423.72 2. Nov. 24/21 I was told that very same zone valve has failed and must be replaced. 3. Nov. 26 I called Ashton (Stephanie) who stated their warranty is 1 year labour and 6 years on parts. Second (recorded) call I stated I expected Ashton to replace valve under warranty. 4. Nov. 29 replied: spoke with the tech Klaus and said that the quality of the current valve is not the best, so he recommends replacing it with the Honeywell which is the same price as the other valve. Klaus recommends replacing both valves and we will charge you for one valve but replace both for you. 5. Dec 16 2020 I replied questioning their replacement valve choice as they stated (above) the cost was the same. I also pointed out **** ** ** **** ****** *** ***** ******* *** ** ***** ** ******* ** ******** **** ******* *** ****** ** ******* ** **** ****** ******* ** **** ********* *** ********* ***** ** **** ******* 6. Jan 19, 2022 Received the Ashton resend email of Dec. 2020: ****** **** **** *** **** ** ***** ****** ****** ** ***** ***** **** *** ****** *** ****** ** ** **** ******* **** *** *** ***** ** **** ** **** **** *** **** *** *** ***** ******** *** ***** ***** ** **** **** **** ** ******* ***** ******* ** **** **** * ****** ** ***** ** ***** *** ****** ***** ** ******* ********* ******* **** *** ******** *** *** ******* ** ******* * ** *** *** **** * ******* ** ****** ***** ***** ****** **** ********* ****** ** ********* * I simply want Ashton to replace the valve exactly as done on Nov. 24/20 – that is the work and part that is warranted.” 8. Feb 9 No reply rec’d so I asked for a full warranty visit or I would seek outside help. 9. Feb. 10 LAST email Ashton replied they still waiting for management direction. Ashton has been avoiding honoring their warranty. As no contact has been made since Feb., it seems they just hope I forget about this appalling service experience. BBB please help.

  

  Business response

  28/03/2022

  Our sincerest apologies for the delays in response.  This has dragged on since November, Klaus (the technician) is away on extended medical leave.  Ashton prides itself not only on quality service from not only our tradesmen but our customer service representatives as well.  Due to ****** overall experience we will wave the cost of this call.  

   

  Kind and Healthy Regards

   

  Caryn B******

  Residential Manager

  Customer response

  07/04/2022

   
  Complaint: ********  
  I am rejecting this response because: lack of communication and delays in action.

  See attached file for complete details.
  
  Sincerely,
  
  **** *****

  

  Business response

  19/04/2022

  We have arranged a service appointment with Lynn on Thursday April 21st to replace the ******* zone valve under warranty.  **** will review her complaint once our visit is complete and the issue has been resolved.

   

  Thank you.

   

  Caryn

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩