First and foremost, I'd like to point out that despite the mediocre review score, everyone @ Ashton and especially the on site technician, Dave, was a great pleasure to deal with! I've recently had a problem with my boiler and have contacted Ashton Service group to have it fixed. I'll divide this review into 3 parts, specifically regarding Customer Service Experience, Quality of work, and last but not least, value. Customer Service Experience =========================== Everyone I've dealt with, including 3 Live Chat agents (I don't remember their names unfortunately), an office guy (Stephen Chung) that was emailing me, and the onsite technician, Dave, was very pleasurable to work with. I came from a customer service background as well so I set really high bars in this category and I have literally nothing to complain about them. - The onsite technician (Dave) was the most pleasant to work with. He arrived on time. He was polite, courteous, and always has a smile on his face. He was also very clean/tidy and wore shoe covers and cleans up before he leaves. As he does the investigation he often grabs me and updates me about his findings, explaining everything to me so that I understand what's going on. When all is set and done, he also does upsell the service plan but he was definitely not forceful about it. Quality of Work ================ Ultimately, the quality of work really just means "how soon would it fail again?" and I can't really vouch for their quality of work as only 3 days has passed since the repair. However, I will say that, with Dave being such a knowledgeable person, and Ashton being a pretty reputable company according to online reviews, I'm very optimistic/confident about the work that was done. Value ===== So! the technician took 2 hours to do a thorough inspection, and then 3 hours for the actual repair(of this 3 hours, he did spend 30mins heading back to office to get a part). The final bill came to a whopping $3800. They did offer a discount of 15% if I sign up for their service plan(which I did took advantage of). With the 15% discount the bill was reduced to $3200. I don't have much experience as to how much plumber work should cost so I just paid whatever they said was the price. However, I was curious as to why does it cost so much so I asked for a full price break down/receipt.
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The technician looked at the situation and by turning on our fireplace, something I was too nervous to do, he mad sure we had a heat source just in case the furnace could not be fixed right away. This was a weekend call and if major repairs had been necessary it might have been a couple of days so the fireplace would have been very helpful.
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Didn't show up to the first meeting after I'd driven across town to meet them. Lied about having called me three times. Tech was given the wrong address for the second meeting and, when he showed up (late), gave an estimate that was absolutely outrageous. Almost $900 to remove two bath tubs in a reno that would call for no parts and about an hour's labor. Complete waste of time.
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Didn't show up to the first meeting after I'd driven across town to meet them. Lied about having called me three times. Tech was given the wrong address for the second meeting and, when he showed up (late), gave an estimate that was absolutely outrageous. Almost $900 to remove two bath tubs in a reno that would call for no parts and about an hour's labor. Complete waste of time.
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Very professional service. Had a pressure reducing valve installed, as well as rerouting water supply and sewer line in the kitchen and installing a kitchen faucet and hot water dispenser. Everything was explained very clearly, work done very efficiently. Estimate was provided beforehand and explained thoroughly. Afterwards, I signed up for their "no problems plan" for ongoing maintenance and priority service in the event of an emergency. Found this company on **** (highly rated) and I totally endorse this rating.
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Overall very good services. Only one comment is that it would be better that you could arrive at agreed upon time since your client might also have their other commitments. If you knew you would be late, that is OK. It would make your client feel better if you gave them a call to let them know.
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