Not the service we expected or paid for.
We do not recommend working with Ashton Renovation.
Having lived in our 100-year-old home for nearly 15 years, we were particularly keen on hiring a contractor who could provide quality service, a positive customer experience, and a solid output for a kitchen renovation. Our experience did not meet our expectations:
The project began on February 5, 2024, and was completed on August 22, 2024 (nearly 7 months). It involved renovating a 12-by-14-foot kitchen, including removing one wall (non-load bearing). We began this project with an existing design (completed by a separate company), and most features were already selected (e.g., kitchen layout, cabinetry design, countertop, appliances).
There needed to be better coordination between Ashton Renovation and the cabinetry company we were asked to work with. It became apparent near the end of the project that Ashton Renovation, the cabinetry company, and we, as homeowners, were all working with different information. This led to several important details being overlooked, unnecessary frustration, and last-minute decisions that affected the desired outcome.
Mark (Lead contractor) failed to provide project oversight and management. We found his communication condescending and lacking understanding for homeowners to be without a kitchen for several months, with lengthy periods of inactivity between project tasks. He did not take accountability for project requests that were either unmet or had gone in a different direction than we had hoped for. Our concerns were often addressed by comments about his several years of experience. Despite these assertions, we did not see this experience reflected in how he communicated with us, the lack of project management and the lack of foresight in handling unexpected issues that would arise during a renovation of an older home.
We repeatedly told Mark that we had lost confidence in the process. We felt he should have shown more interest in correcting his processes or being flexible in accommodating our concerns. When we chose to withhold the remaining ~4% of the project budget (about $5,000) until the final activities were completed, he threatened to sue us despite having paid all invoices within 24-48 hours upon request.
After completing many major renovations in our home, our experience as homeowners tells us it doesn't have to be this way. We recommend finding a contractor who will value your patronage and work with you closely to get the most value for your money and time.
- Approximate cost of services:
- $130,000.00
- Company Response
Hi Daniel,
Thank you for sharing your feedback and providing us with an opportunity to reflect on your project. We appreciate your comments and regret that your experience with Ashton Renovations did not fully meet your expectations.
We understand that the extended timeline was frustrating for you. As you are aware, there were several unexpected structural and mechanical issues that surfaced during the renovation, including repairs to the subfloor, asbestos remediation, ceiling joists, framing, and HVAC modifications. These additional tasks, along with additional work that you requested with painting and electrical lighting in other parts of your home, combined with supply delays from the cabinetry provider, contributed to the longer-than-expected project duration.
At Ashton Renovations, we use Buildertrend to ensure transparent communication and project management. We maintain detailed logs, inspections, and work orders throughout every stage of the process to keep our clients informed and up-to-date. Despite these efforts, we understand that the delays affected your experience, and we sincerely apologize if our communication did not meet your expectations.
Regarding the financial aspect, we appreciate your willingness to work with us when concerns arose. Though the contract did not permit the withholding of funds in the manner suggested, we showed flexibility by agreeing to meet halfway and providing a goodwill gesture in the form of a $500 discount to demonstrate our commitment to client satisfaction.
We pride ourselves on the quality of our work and would be happy to provide photos of the completed kitchen renovation for context, as we believe the end result reflects our team's dedication and craftsmanship. It is unfortunate that the quality of the final product was not mentioned in the review, as we believe it represents the high standard we strive to deliver on all projects.
Renovations, especially in older homes, often present unforeseen challenges. We understand that this can be a stressful process for homeowners, and we always aim to work closely with our clients to navigate these situations in a positive and professional manner. We appreciate your feedback and will use this experience to improve our services moving forward.
Thank you again for your comments, and we wish you all the best.
Sincerely,
Mark Ashton
CEO, Ashton Renovations