Ashly Cabinets & Windows

My complaint and review is not about the quality of the new bow window but rather the design of it. Measurements and instructions from me regarding the mullion size within the bow was completely ignored. Andrey’s instructions were that the bow dividers (mullions) not be more than 3 1/2 to 4 1/2 inches (preferably 4”) wide which would have been consistent in size with the mullion in window directly across from it. The mullions in the new bow are 6 1/4 “ separating 5 windows horizontally and vertically which makes the windows very tiny on the top of the mullion and very narrow below the mullion. I currently do not have a panoramic view that I had with my old bow. Had they made the bow into 4 windows at top and
below mullion, that would have made the windows much larger and attractive. Either way, consultation should have occurred with me if they felt that they could not accommodate my order. I can only speculate that the mullions were made 6 1/4” for the purpose of increasing the costs. The window cost is $8739 with tax. I would suggest that Andrey print a computerized sketch so that the customer knows exactly what they are getting. Copies should be signed by both Ashly and customer. The windows (bow and 2 large garage windows) were ordered mid April/25 and installed September 30/25, except the head and seat did not arrive in same delivery and therefore not installed. Arrangements were made to install both head, seat and casing around window in December 2/25. However, they did not show up. It is now January 11/26. I asked Ashly Cabinets to have owner Rick call to discuss the bow window. Staff are not allowed to give out his phone number. Despite repeated efforts to have him call, he has not. The other owner Mike does not appear to have a contact number and does not list his last name. The business has a 93% BBB rating. Their review rating is 3.8. The BBB base their rating on complaint history, transparency and trust standards; behaviour - responsiveness, communication and complaint handling. These standards were not met. In my opinion, Ashly Cabinets and Windows did not meet the A+ rating noted on line in relation to my case.

Ashly designed built and installed a new kitchen for me summer of '24. From the very start the installers were friendly and professional and completed the job by the deadline.
The designer Michelle is awesome and knows her stuff, she helped immensley in the whole project. They also came in on budget.

Based on my experience I would recommend them.

I regretfully share my experience with Ashly Cabinets after purchasing countertops in 2022, which has been nothing short of a nightmare.

The installers were friendly and helpful; one even offered to adjust the plug on my stove so it sat perfectly against the wall. However, during the installation, they drilled too deeply underneath the counter, causing screws to break through the top in three different spots. They didn’t mention this at the time, and I only discovered the damage an hour after they left while cleaning the counter. I understand that mistakes happen and wanted to give them the benefit of the doubt that they didn’t notice this during installation. I was confident that this could be easily resolved with just one piece needing replacement.

I contacted Rick, the owner, who was initially apologetic and promised to come look at the issues the next day. Unfortunately, that was just the beginning of my problems. The following Monday, my hardwood floor buckled right in front of the dishwasher, with no visible signs of leaking.

After starting an insurance claim, it was determined that the installers failed to replace the dishwasher gasket. Ashly denied even removing the dishwasher, despite me witnessing it in the middle of my kitchen during the installation. Ashly refused communication and avoided correspondence with my insurance company. My insurance adjuster mentioned he had never encountered a company that would not cooperate.

I made several attempts to reach out to Ashly and Rick. When I finally spoke to Rick, he claimed that new countertops had been ordered, which turned out to be untrue, as he never came to assess the damage. How could his installers know what was broken if they didn’t realize it at the time?

Ashly continued to evade my insurance and refused to refund my costs or cover my deductible, despite my insurance determining they were at fault. Ultimately, I had no choice but to sue Ashly. Rick did not even show up for court.

When I finally managed to speak with Rick again, he offered a litany of excuses for the lack of resolution, including a bizarre claim that he temporarily went blind and couldn’t see the court documents he signed. Further emails revealed he was dealing with personal issues and supposedly couldn’t write a check.

After 22 months, I have finally received my refund, but unfortunately, my kitchen counter remains unfixed. My experience with Ashly Cabinets has been incredibly frustrating and disappointing. I hope my story serves as a warning to others to avoid Ashly to prevent similar frustrations if anything goes wrong.

Had a basement window replaced first thing this morning.
From the day of the quote, we were treated with professionalism.
We had received a few other quotes for this job - and although slightly higher in price - Ashly without a doubt was the most knowledgeable and honest about our situation.
The team installing the window showed up right on time, and got straight to work. Called to say they were already finished around noon! The receptionist is knowledgeable, and very timely in response.
Lots more cosmetic work for us to complete, but the window looks great and is sealed properly. HUGE improvement from what we had.
Took about 8 weeks to come in - but well worth the wait. So glad to have this done before winter rolls in! Thanks team, it’s been a pleasure!

Very unhappy with experience, I ordered windows over 10 weeks ago. They still have not arrived and told due to the window company that makes the windows has change their program and the order was lost as it’s not working. I called many times during this 10 weeks to find out where they are, never got a call back till yesterday telling me this. I think if you order windows and it’s supposed to take 4 weeks that it’s up to the company that your dealing with to be checking on your order after 4 weeks if they haven received or heard anything instead of waiting over 10 weeks. If I were thinking about ordering windows I would go somewhere else until they get their business fixed. The best part of all of this, is now that I’m off so I can put these windows in is there not here and it just doesn’t seem to be a big deal to them, they couldn’t even offer a discount due to this issue.