Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:24/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 30/05/2024

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

  

  Business Response

  Date: 30/05/2024

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

  Customer Answer

  Date: 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

  Date:26/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:30/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:24/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:22/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.