I have called Ashton for a rental townhouse of mine when my tenants complaint about shower and toilet issues mid of Aug/2017. The response was quick and they were able to dispatch a guy within few days but things went down hill from there.... The guy they sent as per my tenant said was inexperienced and broke a couple of my tenant's bottles. The plumber was there for total of 4 hours and not able to fix neither the toilet or the shower. According to my tenant, the plumber actually went out to buy more parts during the 4 hours of time and charged me for it. The plumber called me at the end of 4 hours and told me the company will have to order new parts in order to fix my issue and they will send someone more experienced. I called Ashton right after and tried to follow up with the issue. Ashton's response at the time was the parts is going to take a week or so to arrive and will contact me when parts arrive to schedule another appointment. Waited for 2 weeks before calling in again and Ashton told me the parts got delayed and now we are looking at another week or so..... It was not till mid of Sep/2017 they called back to schedule another appointment to go back to my rental property. This time I did not hear any call after I scheduled the appointment and I was under the impression that everything was taken care of and I did not have to pay for this visit as I complaint about my last experience. It was not until yesterday that my tenant texted me saying neither the toilet or the shower was fixed.... all they did when they visited the second time was to take a few pictures and told my tenants that they need more parts and will be in contact with me to figure this out. My tenants were furious thinking I was ignoring their request for the last month or so and wanting to move out.............. I had to pay them $400 rebate to make them stay... Got someone else to fix the shower and toilet which costed me $131 and 1 hour of the person 's time (honestly don't know what Ashton's people was doing)! You would think that was that....Wait, today I received a bill in the mail for amount of $169.05 from Ashton for their second visit. For them to come my rental property to take a few pictures and then finding out they need more parts! Wow, I mean I just waited for 1 month for them to order parts and now this! Also, charging me when it is them that came unprepared? Wow, I was just amazed by how insulted I am. The servicing worst experience I ever had in my life. Tried calling in the month of Aug/Sep to complain to the manager and the receptionist kept on telling me that there are already notes regarding my complain on file and someone will get back to me on it. Till today, I have not received a call from them. If Ashton Service Group is looking at this... feel free to look up account #143437 as per the invoice you sent. Do not recommend to anyone ever!
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- Company Response
Thank you for taking time to speak with our residential manager. I would like to apologise again for the service you received as this is not the level of service we aim to deliver.
Thank you for taking time let us know where we can improve, your comments are valuable to us.
Again, I would like to offer my sincere apologies and trust that our resolution to this matter is satisfactory.