Aspect.co.uk / Aspect Maintenance Services
Reviews and Complaints

I have just received a letter from Aspect, demanding £192 for a supposed tenant (name on the invoice wasn't any of my tenants) for checking a fault on some Christmas tree lights on the 24th December 2016.

This is flagrant extortion for some work that as far as I am concerned, never took place.

Any further communication by Aspect over this matter will be forwarded to the police.

I called this company as I had a broken window. They quoted me a price of £133.26+VAT discounted by £25. This would amount to £108.26+VAT = £129.91.
I received an email from them stating they were about to issue the invoice and that it would have additional charges for some fictitious reasons. This I challenged by email.
This was completely ignored and I subsequently received an invoice for a much larger amount. I emailed them again and challenged the amount, stating I would get the charge cancelled if they did not review it.
All of my emails to the company have been ignored, without even the minimal common courtesy of a reply.
Whilst I expect to pay the original price quoted, I do not expect to pay for fraudulent extras which form no part of my dealing with the company.
I have checked the company’s website and also the wording on the invoice and can see no justification whatsoever for almost doubling the quoted price.
This was for a simple single pane of glass and if the glazier was painfully slow that is not my problem. At no time was I informed by their contractor that the job would be priced higher. It is hardly my issue if the contractor took too long to replace a single pane of glass.
Even though the companies own website promises to deal with customer complaints correctly, I have had no response whatsoever.
This company is not to be trusted.

Spoke to them over the phone to quote up a tiling job, was given a price of £115.00 (for tiling). Tradesman on site re-quoted over £300 increase in price of the job. Asked him to leave immediately, and 2 days later was charged the original quoted price of £115.00. Their staff lied over the phone to get credit card information, and charged without authorisation, completely illegally. Fraudsters, plain and simple. Have reported them to the police immediately.

Aspect painted the exterior masonry of my house last year and suggested I needed works done on my roof, which was functioning perfectly well at that point, but they said it was preventative work. I agreed. A few months later, there were terrible leaks in the house right under the work they had done. I contacted them to ask them to remedy this. Their own builders confirmed that the work on the roofing was the problem, but not only did they take over £1000 from my debit card (on file) without my permission to ''Inspect' the problems their roofers admitted they created, they refused to refund the money or fix the leak and it's subsequent damage inside. Disgusting, unprofessional behaviour. Do not use this company.

The reason I submitted a formal complaint to Aspect is because I was overcharged for the boiler repair service I received. In addition to this, at no time was I warned or informed by the engineer that the repair would cost £1, 333.50. I was charged £162.00 for the engineer to come and diagnose the boiler fault the previous day. I did not dispute this charge. I am disputed the £1, 333.50 charged on the day of the repair (11/04/2017). I have a Vaillant Turbomax boiler and it was showing 'fault 28' which is a common fault on that type of boiler. According, to three, independent Vaillant experts rectifying the fault should have taken no more than 1 hour 15 minutes. The Aspect engineer charged me from 8:54 to 15:08 (6 hours). I believe he took advantage of the fact I was abroad. If I had known even an estimated cost close to this I would not have employed Aspect. I tried to negotiate paying half the labour charge, however, they advised that they were not in a position to do this.
£1, 333.50 is as much as I make in almost three weeks. To put salt in the wounds they accidentally overcharged me £162.00. They promised to refund my credit card, however, after almost two weeks going by without having seen my refund I had to get my bank involved. Very angry and disappointed with Aspect.co.uk

Contractor came and performed substandard job, Aspect agreed it was subpar, never heard back or got it fixed, it has been about 9 months later.

Called and asked them to send someone to fix it, was willing to pay to have my home looking back to normal after 9 months, contractor came very late and they charged me bigger fees because he arrived after 5pm.

Contractor dragged out his time at my property to get higher later evening rates showing me his Facebook photos and telling me his life story, and "clearing up".

Complete lack of transparency as they call to tell me he would arrive three hours late - but conveniently no mention was made of the higher rates this would imply.

They deducted money from my card on file without my permission and sent me the receipt AFTER deducting money from my card.

End result, I paid a lot of money to fix a job they messed up in the first place.

No one ever responds to my calls or complaints. Their own website has reviews - but no one can post any new reviews, and the ones that are all glowing of course.

Highly unethical practices and they take advantage of the huge customer pool London has to offer to overcharge.

Overview
Agreed corrugated roof replacement over the phone and agreed workmen would come with materials and also call 20-30mins prior. They did neither even though job was being charged by the hour. To add insult to injury, even though they called 'after' arriving at the property at '11am', according to them, the invoice charges from 10.45am. Small repair was carried out consisting of painting a bit of painting a bit liquid plastic over a small area of sheeting which took around 20-30mins in total. However charged from 10.45am until 1pm on invoice.

No invoice received to email until 2 weeks after job although money taken from bank account a few days after job. Invoice has description of job as discussed over phone. Charged for work not carried out! No functioning customer service - just an unanswered phone number. Unrealistic, fake reviews on reviews.co.uk. I assume these are 'cherry picked'. Reported to Trading standards and NRFC.

Outline of letter sent
Further to my telephone calls on Monday 6th February & email on Wednesday 8th February (attached), I am writing to formally complain about your business practices and to dispute an amount charged, 384GBP, for a small repair 'job' at a rental property, 46 Wells House Road, NW106EE on February 1st. I am now in receipt of the actual invoice which was emailed to me yesterday 14th February after requesting to see a copy. Invoice reference is 370081.
The reference number given for my complaint from one of your operators is 489767. I was given a direct number for Customer Care - [protected] - but this appears to be unmanned and there to cover the Companys' back as the telephone is never picked up!
You will note the details of the complaint from my email (enclosed) and after viewing the invoice I have further cause to complain that the actual arrival time has been altered from 11am to 10.45am. This is fraud. The workmen who arrived did not come with any materials so it is extremely sharp business practice to charge on arrival. I was assured over the phone after giving measurements and my card details that they workmen would come prepared start work replacing the corrugated plastic roof with UPVC hard plastic sheeting, which 'would be better'. I was not at any time offered the option of a 'free -estimate' so assumed that as discussed the work men would come prepared to start! I was given a price of materials and the charge per hour and per half hour. Despite also agreeing over the phone that the work men should call me 30 minutes before arriving sometime between 11-2, I was called at 11.10am by the men and told they were there and had arrived at 11am (recorded). I arrived at 11.25am approximately to show them the location and job but they had NO materials and were unprepared to carry out the job discussed - despite charging by the hour on arrival! This is sharp practice. Further, the time was adjusted to 10.45 which is fraud.
From the outside Aspect seems to have a good customer base & feedback, which is why I picked up the phone to them. However, I am ashamed to say that I have been 'hood-winked' by cowboys and grossly overcharged. I have no doubt that i am not the only disatisfied customer but Aspect offers little chance to carry out feedback, or contact a non-existent customer care service once the 'job' is completed. This is very worrying.

I would advise anyone reading this considering their services - do not use Aspect!

Extremely dissatisfied experience and trying to ask for a refund.
I arranged 3 pre-purchase surveys a few weeks ago and on the phone and I was informed that I would get a full report (with details) after each survey is complete. I should also receive the reports in 2-3 days.

No follow up or update after the survey and I called almost 8-9 times to follow up on the status. The staff said I would receive an update after each call and nothing happened. Ended up there was a backlog of 300 transactions in their system and the staff told me she would expedite my case and promised I would receive the report within an hour -- but nothing happened until I called again.

Report format --- I spent 450 GBP for 3 surveys, ended up receive photo images of some kind of hand written reports and some of the images are blurry, hardly readable. The staff said I would receive the mail soon --- BUT again --- NOTHING HAPPENED SO FAR. And I am not sure how long I need to wait for a copy of the report since the company relies on the engineer to mail the report. So, can I receive a refund since it's been too long for a report and also I am reading a report that is hardly readable?

I will not recommend anyone to use aspect - at least to my friends.

https://local.which.co.uk/advice/cost-price-information-electricians WHICH magazine advice. An Awful experience tonight. 2 hours to fit 2 brand new expensive light fittings. I had already removed the entire old fittings including the roses and secured the fittings for the new lights, they just needed wiring up. (An hour per light which is "standard" apparently.) Bodged up the grub fitting on my brand new lamp (left it taped up). Dithered between fittings apparently "having dramas". He didn't seem to know what he was doing, he asked me if I could guess at which live wire may have been the live-switch wire, 3 phone calls during the works (on "hands free apparently so it didn't stop his work" what about his concentration levels?, I have audio evidence of this) I accept I had made a bodged start at one lamp. But really is 2 hours necessary at these excessive prices? First electrician the day before didn't even come or make contact and wanted to come after 9pm at night, was told by call operator I would be charged at reduced rate the next day for this inconvenience, this wasn't the case. Dreadful experience wouldn't recommend this company. Have sent emails with photographic evidence and a complaint to company email address 3 days later and still no reply. Appalling service and unacceptable charges. Have complained via email, Facebook and other social media to no avail, leaves me with no other choice than to contact Ombudsmen and BBC Rogue Traders on Watchdog!

I had three plumbers for a job several months back, it was literally just replacing a plastic pipe. The first contractor stated he could not do anything he was here 30 mins but mentioned a drainage specialist would be required with specialist equipment. The second technician came over and surprise, surprise did not have the necessary equipment and stayed approx 2 hours wasting every bodies time looking into the area which had no issue! The issue was coming from the bathroom and not the kitchen.

£300 down now, another technician came, he was good and was able to fix it, it was confirmed that the previous 2 technicians d not need special equipment, they just needed to progress with a bit of hard graft. I'm happy paying for this but not the other 2 visitors. Who has heard of a company that needs 3 plumbers to Replace a pipe? It is beyond me...

I have been in contact with the company who seem to be in complete denial of the terrible service so I have pretty much given up on them now, they are not listening but I thought I should forewarn anyone out there, if you are considering using aspect.co.uk you need deep pockets and you need to be prepared to waste a lot of time.

Thanks for reading

Tim

I called this company in December, over the phone told me that the engineer will visit the property and will give me the estimate for repairing leaking flue pipe. The engineer visited the property for one hour and said scaffold need to be constructed and the whole roof need to be cleaned and it would take whole day. And also said that an estimater will visit to give the estimation cost. I was shocked. I just asked them about the leaking flue, but they are talking about scaffolding and cleaning entire roof. There is no nexus. I complained to their customer services, they are one of the rudest staff. They simply demanding money and now threatning with legal action. Please do not engage this company

Aspect failed to fix my drain pump. It broke again 5 minutes after the plumber left.
I asked for the plumber to come back and repair. We were told we would have to pay if the cause was a new problem and not the same as before.
The plumber arrived and didn't know why it wasn't working. He called the supplier. The supplier siad it was not put back together again properly. It was taken apart by the plumper and then not put back together again properly. He was not familiar with the pump system but tried his best.
Once put back together again it worked. And has done for 4 weeks.
Aspect are trying to bill me £170 for the additional hour (on top of the £350 I've already paid!) For their plumper not repairing it properly.
Aspect each time claim it was always working and there was no problem and I should have to pay. They do not contact just send emails lying to me and send credit control to chave up on the invoices.
Avoid at all costs
Any help welcomed

I got a quote for some very basic windows repairs over the summer and phoned to book in the work and was told their estimator had left so I had to get a second quote, which I arranged. I again phone to confirm the work and was told I’d need to ring back with my payment details, which I did. I was then told that the second estimator had left Aspect and so the office would need to discuss the quote. No one got back to me so I kept chasing both by phone. I was told that a new manager had now “taken over the estimating side to sort out the mess” and he arranged to visit me for a THIRD appointment to look at the windows as the office told me he couldn’t do the work without seeing the job, despite putting the company name on the two previous quote documents. The manager cancelled at the last minute due to icey roads so I rang him. He promised to “resolve this as soon as possible and get back to me”. I heard nothing so texted him a few times last week. He responded with “I picked this up so don’t know the background” type messages, when the situation was clearly explained to him by me on both text and on the phone – I simply wanted the work done asap for the winter. Ironically, the company also sent me a marketing email saying “get your windows ready for winter” – highly ironic as they won’t actually commit to doing the work! I again spoke to the office 5 days ago who promised me he’d ring back before the end of the day. I’ve had no response. The manager also texted saying he’d resolve this and get back to me – again I’ve had no response. This is shocking customer service for a company that promotes its high quality customer service focus.

I arranged for Aspect to carry out some work on my property filling in three small vents to address a damp problem.

I didn't imagine this simple job would prove such a challenge for them. They left one of the vents unfilled with concrete dripping down the front of the building and setting on adjacent window sill. I went to view the property. As a tradesman myself I was amazed that anyone would leave a job in such a state. I tried to contact Aspect for them to return to repair the mess. It took me "three weeks" to get any form of response from them.
Eventually I was contacted by one of their call out team to meet at the property at 8am on Monday morning to review the job. Monday morning 8 am I'm outside property to meet the Aspect engineer - no show. Tried calling contact -no answer. Called Aspect- no information for me, could not help in anyway or put me in touch with the call out team to locate the engineer. Zero customer services and wasting my time in the process.
Of course Aspect had no problem billing me for the mess they made of my property which was overpriced.

If you need any kind of building work on your property DON'T CALL ASPECT.CO.UK they are useless.

The problem with Aspect is that they take plenty of parallel jobs and subsequently run out of staff. This results is long delays because their builders work a few days here and there. If you have no rush, then they can do a good job but if you have a deadline, then please forget it.

Aspect estimated a refurbishment to take about three weeks. So did other four companies I requested a quote from. They started 6 November 2013 and it has now come to seven weeks and only two of the three rooms have been been nearly completed. This is a standard building job - nothing unusual or complicated. They are supposed to plaster ceilings in two rooms and walls in three rooms, paint and lay engineered wood flooring in three rooms. We are talking about a living room, hallway and bedroom.

We had a fault with our boiler which kept cutting out. I called Aspect and they sent a gas fitter. He said he had found the problem, changed a fan and PCB. Aspect take your card details beforehand and then take the fees and send a receipt.

The fault continued and during the bitter cold weather and snow our heating failed 5 times and 4 different engineers were sent but none has discovered the problem. We have a fairly new Potterton boiler Suprema (2008) so I did not expect the fault to continue and to be charged over £1700 and the fault still I diagnosed and unfixed. This is a rip off and I am very very unimpressed with the girls on reception (Amber in particular ). I would never recommend this Firm or use them again and I am now trying to get our money back.

Rang them because our Saniflo macerator pump wasn't working, told them that on the phone. They sent out a plumber who spent time undoing the exit pipe, did god knows what else and then said "it is a problem with the Saniflo and you need to get a Saniflo engineer in".

We did this and the Saniflo guy in 2 seconds said any trained plumber would have known the problem was with the pump, should have told us to call Saniflo and walked out the door. End result, paid twice to have the same job done.

We told Aspect this and asked for a refund. They insisted that once they attend any job they get to charge the customer, whether they fix the problem or not (and seemingly regardless of whether they ever should have tried to fix the problem). After half a dozen fairly terse emails they offered a partial refund by which time I said they could keep their money and I would rather spread the word of this approach.

This happened once before with our boiler too a few years back, use extreme caution and ensure they can deal with the problem before booking an Aspect engineer!

They came on the 1st July to repair my boiler. They had previously visited and said that the fan was faulty so replaced it. Minutes after leaving, the boiler did not work. I contacted them so that they could come and rectify the issue only to not hear back from them. I contacted an alternate contractor who came and promptly informed me that not only was the fan installed correctly but the air pressure switch was broken and had been since the boiler stopped working several weeks prior. The engineer said that it was unlikely that both these issue occurred at the same time and that it was unlikely my fan was ever broken in the first place. He fixed the connections in the fan which the Aspect people had messed up and installed a new air pressure switch and the boiler worked. I contacted Aspect asking for a refund on their visit as they had not only NOT fixed the boiler, they had actually broken it more. They refused and furthermore asked for money for an alternate visit which they had not delivered upon. They threatened to take me to court if I didn't pay for this other visit which I had never booked, asked for, nor had they shown up for! I paid grudgingly as I didn't particularly want the hassle of arguing with these people. Their customer service is appalling particularly if you're dealing with Adele Hartland or Sam Holder. On a previous visit, they had charged me twice for the same service. When I complained, they denied this so I had to get a new credit card as someone at their company had clearly used my details for their own benefit. DO NOT TRUST THEM WITH YOUR FINANCIAL DETAILS. Thankfully on that occasion my BANK refunded my money. I thought this must have been an oversight by Aspect so used them again and once again was bitten. This company is overpriced and shoddy at best. At worst (which is how I seem to have experienced them) they are incompetent, rude, fraudulent thieves. Avoid at all costs.

I contracted Aspect Maintenance to do some building and electrical work. They completely botched the job and caused damage to my property. I had an independent contractor review the work and he found that Aspect had left my property in a dangerous state and the work that had been done did not comply with building regulations. I therefore refused to pay for the botched work. In response, Aspect sent me numerous debt collecting letters and threats to take me to court. We finally went to court a couple of weeks ago. The Judge found that the work Aspect Maintenance had done was clearly substandard and not done with reasonable skill and care and that Aspect Maintenance were indisputably in breach of contract. The Judge found in my favour and awarded me money for my losses, legal fees and other court costs.
So, my advice would be, don’t use Aspect Maintenance, in my experience they charge high prices for unskilled, poor quality work, don’t do the work correctly and then send intimidating letters demanding payment if you are an unhappy customer!

My boiler broke down and we had no hot water or central heating, in the very cold weather out. So I called Aspect Maintenance as they were the only Company who were available to come out at short notice. They came out the next day (Saturday) and the engineer diagnosed the fault as a faulty gas valve.
He said he needed to order the part and the office would be in touch to arrange a return visit. I expected a call fairly quickly as it was obviously urgent due to it being very cold.
I didn't receive a call on Monday morning so phoned Aspect. They said I should receive a quote by email. I asked how quickly they thought the work could be completed and the guy on the phone said probably within 24 hours. .I then received the quote and then replied saying I accepted it. I then called them to try to rearrange an appointment, but they said someone from accounts had to call me back. He said it would be either that day or latest the next morning (Tuesday).
On Tuesday morning no call was forthcoming. So I called back and asked why it was so difficult, but was told I needed to talk to "Cassie" so I asked to hold. I held for 30 minutes then they hung up the phone. Whilst I was on hold I was subjected to a long voicemail message proclaiming how Aspect has won a whole host of customer service awards! How ironic given the appalling lack of customer service. I wonder if these awards are awarded by Aspect themselves. So I called back insisting I wanted to make an appointment. They made me one for the next day (Wed), dependent on the part being in stock. They then called the next day to say the appointment was cancelled as the part wasn't in stock. I don't believe any attempt had been made to get this part until Wed morning and there was a complete lack of urgency throughout.
Finally we got an appointment on Thursday morning and were assured the part had come in. The engineer arrived and soon realised the wrong part had been ordered. What a complete farce. He then said he would go back to the suppliers and see if they had the correct part. He said the office would contact me to book another appointment. At this stage I was fuming as had now been without hot water and heating for nearly a week. You would have thought, given that it was their mistake, that they would have been apologetic and attempted to get this resolved as quickly ### possible. But as per usual there was no urgency. I called back on 2 occasions that afternoon having heard nothing and was assured I would be called back that night. No phone call was forthcoming. At this point I finally gave up on these clowns and manged to gte British gas in this time. My advice is, don't go near them, they ahve no idea about providing a competent service and their ciommunication and customer service is the worst I ahve everexperienced!