Ashman-Gordon Heating, Air & Electrical, Inc.

Ashman-Gordon Heating and Air are great! Their service contract is well worth the cost, especially if something goes wrong after business hours. The technician J.D. has serviced systems at two homes I take care of and he is very detail oriented as well as efficient. He gets the job done but takes his time to make sure it is done right.

We have used Ashman-Gordon for two years and this company is thorough in it's service, appointments are kept well within the 2-hour window made by the company. Additionally, emergency repairs are equally prompt; and when our heater blower quit at 8pm on a Sat night in the dead of winter . . . they were here in less than 2-hours to fix the problem. Our technician (JD) works carefully, honestly and has never left dirt or other trash scattered about. Cost? No issue, you know the price before the work is done. If you're in the market for heating & AC repair, I highly recommend trying them.

Review: Ashman's put in a new heating and air system in my house in the summer of 2008. The owner of the company is an acquaintance of my father and said he would put the system in as a "favor" to my dad even though I live in Roanoke and his company is in Moneta. The system and the labor for installing the system was paid for by me and the contract involving the system was for 10 years parts and labor. In either 2010 or 2011, the outside part of the system needed repair and it was repaired by Ashman's. In 2012, the system wasn't operating correctly so I called Ashman's and they told me they wouldn't be able to come and look at it. I had an acquaintance that is HVAC certified come and put refrigerant in my system. A worker from Ashman's came to my house in the summer of 2013 and said there was a slow leak that needed to be repaired. My system is in a very small area of the house and was difficult to get to, so no repair was done at that time. I have since then made an easier access panel to the system. In the summer of 2013, the Ashman's worker told me that since they are in Moneta and I live in Roanoke it is very difficult to get here to do service calls and to talk to a local HVAC that Ashman's has dealt with in the past. I called that company and they said they wouldn't service a system that they didn't install. I have recently put in two calls to Ashman's asking for service and have had neither call returned. I understand that the system was put in as a "favor", but I expect a company to stand behind its product and honor its contracts no matter what the situation.Desired Settlement: I just want the company to honor their contract and service my heating and air system while it's still under warranty.

Business

Response:

Ashman's did install the system as a "favor". The customer was aware of the situation that even if Ashman's installed it, it would be difficult to service it, due to the fact that Ashman's local service area is Bedford, Moneta, and Smith Mountain Lake. Ashman's technician responded to the two calls, one in 2010 and one in 2013. The customer's home was cooling when the technician left on both occasions. Ashman's is now under new ownership and we feel that the two repairs we performed were above and beyond the initial agreement. We have informed the customer that we do not service the Roanoke are and referred this customer to a well established local company.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company that Ashman's referred me to did not want to work on a system that they themselves did not install. I feel that a company shouldn't "feel" that they have complied with their contract just because they "fixed" my system twice. I thought a warranty was valid the entire length of time, not until a certain amount of repairs were made. The company and I have a written contract with a 10 year parts and labor warranty. Non compliance to this warranty is a breach of contract no matter where my residence is or whether there is new management. I would hope that the company would want to honor their contract with their clients no matter what the situation. As far as I know it's a good business practice to satisfy ones customers.

Regards,

Honest! Always polite and professional. Totally Trustworthy! Fair on all prices and provides absolute quality service. Period.

The service technician was knowledgeable and explained what he was doing. He was quick and thorough in his repairs.

The repair person who comes to our house is always thorough, courteous, and very great to work with. He explains any issue so we can understand the problem. Have been more than satisfied with Ashman-Gordon Heating, Air & Electrical, Inc.

My heating and air conditioning went out 3 years ago in the winter time. and I had called around to my local and surrounding heating and air companies that we had used in the past but no one would help us in our time of need When all heating and air conditioning companies would not help there was Ashman-Gordon Heating,Air. And Mr. Gordon helped and put a band new unit in my home . Providing my family and I with a wonderful unit that we could afford and it was not a cheap brand name good quality. So I recommend them 100% for all Heating,Air. Thanks again Mr. G[redacted]

We have been using Ashman-Gordon Heating & Air since November 2009. We have never had a problem with their service. They have always been prompt and polite. Each year we use their service contract agreement and are never disappointed. Whenever our system has had trouble, they have been quick to respond and efficient. We would highly recommend them to anyone.

Friendly service. On time. Gave several options on what service to provide.

I found your service person to be efficient, courteous, and informative about the work he performed, explaining in detail all that was done. Especially the parts that needed replacing. It is a good feeling to face winter, knowing everything has been checked out and running well. We will be sending in a maintence contract soon. Thank you for being available and close.

dedicated to doing good work as promised and on time

Company provided semi annual service check. Appt was easily scheduled. Service rep was prompt, courteous, and professional. Thorough job. Honest company.