Aspinwall Plumbing Heating Co

My Lennox thermostat is dead and needs to file a warranty claim and get it replace. All along I have trust in Aspinwall and thought the company is doing honest business and will be upfront with me regarding any cost/rates for the job. They never mention anything about the labor fee so I thought it was all covered under the warranty claim. I got to admit it was part of my fault for not asking for clarification. In addition, I got charged for the times where the technician has to make multiple trips to my home due to miscommunication between Aspinwall and Lennox regarding how the warranty claims process supposed to be. The process should have well thought out before the scheduled multiple visits in which caused inconvenience during this pandemic period. Overall, it was a very bad experience, and got overcharged. This will be the first and last business I will do with Aspinwall. Updates: I got reached out by Chris (the owner) to understand the situation. At first, I thought it was just a business call for justification and clarification. However, Chris stated that the company values its customer experience and feedbacks and decided to waive all the fees. I didn't see this coming as this is above and beyond my expectation. It is rare now a day to see a company takes their customer feedbacks solemnly. This has changed my perspective and I will look forward to calling them again for any future services.

Awful. I had two simple issues: leaking faucet and toilet not completely flushing. I contacted them, and they said they charge $175 an hour, prorated in 15 minute increments. Guy came out and worked for an hour and a half on both, replaced the flapper and fill valve, no other material cost. Said total came to $500. I asked how could that possibly be? He said he would give me a deal and remove cost of materials, and it would only come to $420. I was working from home on an emergency conference call, and didn't have time to think it through, so stupidly (which is what they count on, I suppose) I paid it. Next day I looked up the cost of the materials they said they replaced, and it nowhere near resulted in $420 total charge, let alone $500. Called and asked to speak to manager, asked for explanation of the cost. They told me guy who came WAS the manager, and he would call me back. Never did. Don't use, they overcharge.

I had major leak in 2 family house between upstairs and downstairs bathrooms. My regular plumber looked at it and said it was too difficult for him and my back up plumber said he could not tackle it for at least a week. Meanwhile my tenants were being forced to take showers elsewhere. My third call led me to Aspinwall (my friend recommended them). Aspinwall was very responsive from answering my call to getting a plumber out to evaluate the problem. They set-up two days to do the job and started and finished the job as planned. The plumber was professional, knowledgeable and very pleasant to deal with. Everything was nicely cleaned up after the job was completed. Needless to say, they are now my go-to plumber for all my need

I am not one to write reviews, either good or bad. However, I feel I was greatly taken advantage of and do not want this to happen to anyone else. In October 2008, I purchased a hot water heater from Aspinwall Plumbing in Quincy to replace an existing one. I paid for the extended warranty for 10 years. I have the original work order/invoice which clearly is written by the installer, "Extended Warranty". About 2 months ago, the hot water heater started leaking in the middle of the night. The next morning, at 7am, I spoke with my current plumber. Someone came out that morning and determined the hot water heater was defective and needed to be replaced right away. When he looked up the tank serial number, it did not show an extended warranty. I called Aspinwall about an hour later when they opened to inquire about the warranty. Someone took my info and said the owner would call me back. All this time, the tank is still leaking. I'm in a condo, the tank is in a closet on the main floor. The owner never called me. He emailed me around 1:00 and I immediately e-mailed him back a photo of his work order, along with the tank sticker. I called two more times that afternoon. No response. I had to let my plumber know by 4:30 if I needed them to come back the next more to replace the tank. Left with no options, I called them at 4:45 and scheduled them to install a new tank the next morning. I called Aspinwall again at 4:30, but got the answering service. I had been told earlier that day the office was open until 5:00. I indicated it was an emergency as the answering service said they would have the person on call telephone me. No one ever did. Finally, the next morning, at 11:00 am I received a call from Aspinwall, offering to replace the tank if I paid $175 and removal of the old one. This means the defective tank would have been leaking water all over my floor for 48 hour. The cost of the first tank was at least $600. I did due diligence and gave them 24 hours to fix the situation. After the way Aspinwall's owner handled this situation, I strongly believe they took my money for the extended warranty, and kept it, gambling that the extended warranty wouldn't be used. All I asked Aspinwall for was reimbursement of the cost of the tank. I feel I was deceived and taken advantage of. I've been trying for months for get some sort of money back. Nothing.

The heat technician, James pointed out to me the issues I was facing with the boiler and addressed each one. He did a fantastic job. After he fixed the leak, he determined that the reason that the boiler was running under under such tremendous pressure was due to clogged “pig tails”. After they were cleaned and the parts reassembled the boiler was operating normally again. James did a thorough job. I was very impressed and grateful.

They're who I always call, and it's because they're great! They're very professional and courteous, which you don't always get with plumbers.

He worked for three hours on a hot day to try and free up my drain to the street. Due to roots in the drain he was unable to completely fix the problem. He was very upfront with me  told me he complete it and suggested the name of a person who could fix the problem.
I was impressed with the way Denis went about this difficult job and the honesty about not being able to fix. 
Thank you Aspinwall / Baystate !!

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They came out and told us up front that they charge $75 an hour including the transportation cost. When he came out, he said he needed a snake to do the job, and he didn't have one. He left for an hour, and then came back with a snake. It went through a rotted pipe, and then he said he didn't have any replacement pipes, and had to go out looking for one. We were charged for all the time that he spent traveling back and forth both times looking for a snake and the pipes. It ended up adding about $150 to our bill. I wrote them a letter after the experience to the owner letting him know about it, and he never responded.

Dennis came out from Aspinwall to check out one of my fireplaces. Firstly, he was early which was great! He was very professional, took the time to explain everything he was doing as he was doing it, answered all my questions and was very thorough in what he did. He even gave me some good tips on what I can do on my own to ensure the efficiency of my fireplace. He even took the time to look at my second fireplace to see if there were any issues with it even though he wasn't required to do so; he cleaned it as well. My original fireplace is now working and both fireplaces look beautiful. I would recommend Aspinwall and ask specifically for Dennis.

Couldn't have asked for a better outcome. Water leaking from unit threatening to damage floor and ceiling in unit below.
22 year old system that had not been serviced in long time.
Unit cleaned and tested.
Nick explained how system works and ways to help ensure system works optimally.
Will definitely use aspinwall again for yearly maintenance.

It was a complicated job - they were great - VERY resposive and patient and care a lot about the quality of their work
Micheal was our main engineer of the new system - he could not be more repsoonsive, professional, kind, paid attention to detail
Can't recommend him enough

On August 13, my neighbor in 401 called me at work to inform me Aspinwall had been called back because my HVAC unit has apparently leaked and damaged her ceiling. (The HVAC unit is located over her apartment). I was unable to leave work at the time and apparently the technician did not find anything wrong except perhaps that it had ‘iced’ over. My neighbor said the fellow did not really seem sure of himself and not very experienced.
On August 14, I did not go to work so I could be home when Aspinwall sent over another technician. The employee seemed a little ‘put off’ at having to come over. He did not look at or bother to climb into the crawl space to even look at my unit. He supposedly went up on the roof and ‘checked out some things’ He claimed my freon was low and that caused my unit to ice and leak. He
claimed the prior person didn’t check that properly (even though it was a yearly maintenance). He was confident but did not make me feel comfortable with what I felt were convenient responses. I felt like he just wanted to get out of here so he could go back to enjoying his day off.
Meanwhile I was left with a damaged ceiling and I was not confident the issue was resolved because nothing was really done!
I decided to call a third party company to come over and check it out again before making ceiling repairs. I crawled up into the space (not an easy feat) to have a look and I was dismayed at what they found in the first 5 minutes.
Unfortunately there was a clean filter sitting on top on my unit, not in it. Basically it had never been put in! Secondly the condensation pan was cracked and this is why there was a leak. I mentioned the freon theory and they said that was impossible
and not a plausible explanation. As a result I could not use my HVAC unit for 3 weeks until I got the new pan ordered and installed by the other company.
I was very disappointed that in 3 consecutive maintenance visits, Aspoinwall's technicians failed to see and prevent
the issue. If I had taken the advice of the third technician, I likely would have had a worse ceiling damage on my hands in the near future.
I requested a refund of the July 26 maintenance which was not done properly and also requested compensation to help pay for the damages caused by the leak as the result of their negligence. I never received ANY call or response.
I called the office twice after faxing another letter on Septmeber 13 - they said they were looking into it. Never received a response back. I called again. They said they wanted to come over and see the before and after pics of the ceiling repairs and the cracked condensation pan. I complied and arranged another visit.
On October 15, 2012 they sent over a technician whereby I provided photos of the damage and the bill to repair the ceiling. I also showed him the pan and provided a photograph. He said he would share it with his managers and agreed with me there was an issue with the service. I heard NOTHING back for over a week.
On Tuesday October 23 I called for an update/ answer . I was told I would be called by end of week. Never received a call back.
I called back Friday October 26 and said I wanted a resolution as I was going out of town the following week. I was told I would have an answer on Monday. Never received a response back. I called and had to leave a message with the answering service. I demanded a call back. I received no call back on Tuesday October 30th and had to leave another message.
NOT ONCE have they attempted to call me or follow up with me on their own accord. EACH time I have had to reach out and call them. It it is unacceptable and the worst service ever. It’s as if they are trying to get me to give up.
At a minimum, I feel I felt entitled to a full refund for the July maintenance which was not completed properly by the technician. Additionally, I felt they have some responsibility for the assisting me with the cost of the ceiling repair as their inept technicians never bothered to take a closer look at my unit.

*UPDATE 11/29/2012* I have attempted to contact the owner Lou Mazzini twice since October, talking to his receptionist and leaving voicemails. He still has not attempted to call me back. I was forced to file a compaint with the Better Business Bureau but it was closed because there was NO response from the business. I'm at my wits end with these people and will continue until I get my refund. BUYER BEWARE

He was fine.

I found Aspinwall through a Google search, and visited their showroom in Quincy. I decided to go with them based on that interaction. This installation was done in one day, with complete clean up, and was done exactly as described. They provided a phone number to call in case there were issues in the future.

The service was very good. It was outstanding. They were in the middle on price; they were not too expensive or too cheap.

Project went very smoothly and took 2 days. The estimate was what we were charged and measurements were taken before work began to ensure new unit would fit in the closet. The men cleaned the work site before leaving and did a great job. We are very happy.

This was my first service call to Aspinwall Baystate after 23 years of using another company that maintained/repaired my heat pump systems (the first company closed). I had the same symptoms 7 years ago, so I had a good idea about what was probably wrong. When I called, the service dispatcher listened patiently and wrote down all the details I gave based on my past experience. The hourly charge was disclosed up-front. Service was available that day, but I needed to schedule a visit first thing in the morning, which they were able to accommodate the next day. The service technician was on time, polite, listened attentively, answered questions, and did a thorough check of the system. The problem was indeed the same as 7 years ago, and he had the needed part in his truck and made the repair. The cost was a bit less than what I paid for the same repair 7 years ago, so I feel that the charge was very reasonable. I am very happy to have found Aspinwall Baystate to take over the maintenance/repair of my heat pump system.

I can't complain too much about Aspinwall -- I had a nightmare experience trying to get my hot water heater fixed. The unit was less than 2 years old - with a 12 year warranty - and had been installed by Keyspan. They basically wrote me off and referred me to the mfg - American Water Heating Co. -- who then referred me to Baystate/Aspinwall. I realize this was a warranty job, and it wasn't going to cost me anything, and I'm not one of their regular customers. So all in all, Aspinwall performed well, but not without a lot of followup and calls to their office by me. I was without hot water from last Friday, 10/2, until they fixed the unit late afternoon on 10/6. They did come on Friday, but weren't able to fix it and had to have parts shipped out. The parts arrived at my home on late Monday, and Aspinwall came around 3pm on Tuesday afternoon and replaced the control unit. They were nice people, the office people were lovely (because I was so angry and frustrated) and the guys who came out were both nice. I'd give them an "A" if they had been pro-active about calling me back and I didn't have to chase them. But it wasn't their fault my heater broke and they did fix it and it didn't cost me any money.

The technician was 15 minutes early and was polite and professional. He answered my questions thoughtfully and thoroughly and he gave some good suggestions on how to improve the airflow in our townhouse so that the A/C can better reach the 3rd floor..

The guy was here on time, removed the old thermostat in about two minutes, showed me that he was going to put a plate on behind the thermostat to hide the work. Then, uh-oh, the plate wasn't going to cover the old spot completely and there was a small strip (1/3 inch) that would have no paint on it. He asked me where I wanted the plate placed so I could paint the part that was showing and recommended the placement for me. He installed it within a half hour and showed me how to use it becaue I've never had a programmable thermostat before. As always, a great job.

This company is just outrageous with their prices and while they may do good work and I may have not had any major complaints about what they did here. I find what they ask money-wise to be just ridiculous. I will not be using them again simply because of their prices. They are okay from a work perspective, but from a price perspective, I was a little upset to be honest.

They never called me. The job hasn't been completed. The guy who did the plumbing ripped out a lot of wall and left debris everywhere and didn't clean anything. When he cut the pipes he didn't do the work according to specs and never reattached the heating elements. When I called to tell them I was available I never got a call back but did receive a letter requesting payment saying the job is done, but the job is not done. I also called our city's plumbing inspector to see if he had been contacted regarding the job, he told me that he hadn't.