Complaints

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A new furnace was purchased on 2 Oct 24. We had to move our gas line 3 weeks later. I called Bassett to inquire about what/if anything needed to be done to our furnace. I called 4 times the week of 21 Oct 24. Left a detailed message and my information. A call back was never received. On 28 October 24 I went to the Bassett office in *****, no one was around. I called again and the call center answered, they called the ***** office with no answer. As in the past I was told I couldn't speak with anyone. I pushed my way through the call center operator and finally spoke with a technician in *****. My question was answered from him. However, calling the Bassett number did not result in a call back after multiple calls. Sure a technician could have possibly been dispatched but in most cases that would have resulted in paying for a service call. My question did not require a service call. The call center and customer service is definitely a problem at Bassett

  

  Business response

  11/08/2024

  *******,

  Thank you for sharing your recent experience with us. I spoke with our Service Manager at the ***** location, ****, who was actually the person you spoke to on the phone that day. He let me know that he took care of your needs that day. That being said, it definitely looks like there were some internal communication procedures that broke that down, and for that we sincerely apologize. You should be able to get some service or assistance from us with just one phone call, even if that means a message needs to be conveyed to call you back. That clearly wasn't the case in this event, but you have or commitment to do better for you in the future. We look forward to continuing to service your home service needs.

  Thanks again!

  Customer response

  11/29/2024

  Due a death in the family and not receiving the letter until Nov 23, I am responding to the Message from the business:

  Thank you for your response, however, the response was very general and noncommittal.  I would like some additional information as to names and organizations that I can call when information is requested.  I appreciate knowing that **** is a person to contact but if **** has moved on, etc., I would like to know that if I call one of the multiple numbers that are out there to call and the call goes to a call center in ************ or wherever, that the message taken is responded to.  After the first message was not responded to I asked each time if I could talk to someone.  I was always told they could only take a message.  After several more calls I pushed the person at the call center very hard and they finally put me through to ****.  All this was a week after the first call.  All that was unnecessary.  I appreciate the general apology but I would like to know what happened to the messages that were taken.  In addition, who (if anyone) is responsible for the call center messages moving forward and being handled. I want to know how to elevate a call that isn't returned within a day.  I would like to feel that the large amount of money spent on a new furnace was not spent at a company with very poor customer service and poor business practices.  Right now that is exactly how we feel.   

  

  Business response

  12/03/2024

  Hello,

  I believe we have handled this customer's concerns to a satisfactory extent. Her issues have been handled, and we apologized for the less than exemplary experience going through our call center. However, her current rebuttal is not based on resolving her concerns. She is looking for increasingly detailed information on company operational policies and procedures, which I do not feel we are obligated to provide. I am requesting this concern be closed.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 22, 2024 Bassett Services charged me $325 for a drain cleaning and then 1 week later I had to call them back because the problem wasn't fixed. They came back and gave me an estimate for $4,905. My husband fixed our plumbing problem and he is not a plumber and it took him less than 30 minutes and only $20. Bassett Services wanted to tear up my house and charge me almost $5,000 for a job that only cost $20. Now they are sending my account to collections for $325 for a problem that they never did fix, my husband fixed the problem. I want my account cleared and removed from Collections!! I will not be using Bassett Services in the future. They try to take advantage of people.

  

  Business response

  08/27/2024

  ******,

  Thank you for letting us know about the concerns surrounding your recent service. Due to the time elapsed since your service, total amount owed, and the report that the issue was never corrected, I have instructed our accounting department to credit your account, bringing your outstanding balance to zero.

  I think it is important to clarify that our drain clearing services do come with a 30-day guarantee. It looks like we came back out to readdress the drainage issues roughly 2 weeks after the initial service. However, we have not received any additional calls or messages indicating that a problem sill exists.

  I also think it is important to point out that the drain clearing services that were performed are only a temporary solution to the drain issues you were reporting. Our technicians noted that you have a cast iron sewer stack that has excessive scaling which is impeding correct flow. The permanent repair for this situation is either a descaling of the stack, or a stack replacement. It does look like our technicians recommended stack replacement to you at the time of service for future consideration.

  Please let us know if we can be of any further assistance. Thanks again.

   

  Customer response

  08/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *******************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ON MAY 20TH THEY SERVICED OUT GENERATOR, THEY DID TUNE UP AND REPLACED A DEFECTIVE BATTERY CABLE. AFTER SERVICE COMPLETE THEY TOLD ME IT SHOW A LOW BATTERY, WHICH WAS REPLACED IN 2023, THEY TOLD ME TO REPLACE BATTERY AGAIN COST WAS $299 SO i AGREED. AFTER NEW BATTERY INSTALLED IT STILL SHOWED LOW BATTERY AND THERE WAS NOTHING ELSE THEY COULD DO AND I WOULD HAVE TO CALL ANOTHER DEALER TO CHECK OUT ISSUE. i CALLED AND GOT ANOTHER SERVICE COMPANY TO COME OUT. THE SERVICE CALL COST $77. THE ISSUE WAS THAT THE BATTERY CABLE END CONNECTOR WAS TO LARGE AND IT JUST SPIN AROUND, AFTER THEY CHANGED IT THE ISSUE WAS RESOLVED! I CALL ON 5/31 AND 6/5 TO THE OFFICE AND THEY TOLD ME THEY WOULD PASS OFF ISSUE TO MANAGEMENT AND i WOULD BE CONTACTED AND i SHOULD ALLOW 3 BUSINESS DAYS. BUT AS OF 6/10 i HAVE HEARD NOTHING! i AM REQUESTING THAT i GET REFUND FOR BATTERY $299 AND $77, FOR SERVICE CALL FROM OTHER COMPANY TO FIX ISSUE. TOTAL $376

  

  Business response

  06/14/2024

  *******

  Thank you for reaching out regarding your recent service with Bassett. I reviewed your information and service history with our Electrical manager, Mike, who I believe spoke with you on 6/13/24. As I understand, he's working to get a refund issued to you and all other concerns on this matter have been resolved. We greatly appreciate you letting us know about your experience, and giving us the opportunity to make it right. Please let us know if there's anything else we can do to help.

  Customer response

  06/19/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have always used ***** for our HVAC Needs. Bassett has bought them out. Our AC has stopped working, which was installed by ***** in February of 2019. Bassett came out, and told us our compressor was bad, and we would need to spend $5000-$6000 to repair it, but they were pushing purchasing a new unit. The AC Unit/Furnace/Heat Pump system installed by ***** 5 years ago is STILL under warranty. The man who came out from Bassett insisted it was NOT under warranty and we would have to pay out of pocket. Ultimately that was 100$ down the drain for a service call, as we were not willing to do either for a product that is under warranty until 2029, and that we ARE STILL PAYING ON MONTHLY!!!!! This was on Friday the 26th The next day, Saturday the 27th another man came out from Bassett to try and sell us a new AC Unit. I reiterated every bit of information to him up to this point. He stated that the warranty was indeed still in effect and that someone from the office would contact us Monday the 29th of April. At about 2PM on the 29th I had yet to receive a call so I contacted them myself, and low and behold they never even heard of my issue. I was assured that this would be forwarded on to the management at the main office and someone would be in touch with me in 24 hours to address my concern. NO CALL. I call back at 4PM on the 30th, get the same song and dance from the employee acting as if this is my first time calling and once again assuring me management from the main office would call me. This man refused to provide me with any contact information for this main office. It is now Friday the 3rd. Still no call. Still no working AC. Still no answers. I spoke with Reem the manufacturer and verified I am not crazy and my warranty is still good. Bassett is simply refusing to do the job.

  

  Business response

  05/10/2024

  *****,

  Thank you for writing in to let us know about your recent service. I was able to connect with our Service Manager in your area to learn more about this situation. As I understand, you advised previously that you were going to reach out to a Rheem specific dealer to address the warranty issue, but we would still very much like to make this situation right. Our manager, Ross, reached out to the phone numbers provided on your account, but has not been able to reach you. Please give us a call at your convenience so we can get this resolved.

  Thanks again,

  Bassett Services

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a new furnace installed on 2/13/2023 once the unit was installed it never has worked correctly We had a tech come out 2/14/23 and said it was working correctly once he made some adjustments but soon after it stopped working again on 2/15 the unit malfunctioned and we had to call for service the tech stated that the team that installed it did not do the properly install the unit so he made some correction and stated the unit was working a couple hours later the unit did not work again We called Bassett at 758 pm on 2/15 and they stated someone would be out that evening I called again at 9pm and was told the tech declined the job so tomorrow 2/16 would be the earliest they could come out the outside temp was 31 degrees and falling I am out of town trying to handle this for my family and I am getting no response or answers for the NEW unit I just had installed this is not a top quality company that will not take care of their customers I would like this resolved ASAP

  

  Business response

  03/01/2024

  *****,

  Thank you for reaching out about the issues with your recent service. I spoke with the General Manager of this location regarding your concerns. It looks like we had a technician out to your home last week on Thursday 2/22. Based on the documentation on this job, it looks like our tech was able to resolve the error code issues on the thermostat and get things running again. Please don't hesitate to let us know if there are any issues remaining, or if anything comes up in the future. We are here to help.

  Thanks again.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1-19-2024 The ad said $79.00 Drain Clearing + Free Camera Inspection with services. I didn't get a camera inspection and they charged me $69.00 but didn't clear the clog. The clog was determined to be in the cast iron stack. After attempting to clear the pipe with a snake but stopped after a few feet. They then proposed a solution that would require demolition of floor to replace the entire stack and sewage system. Also said that the pipe on the water heater was lead and needed to be replaced. The quoted price for the stack was $4575.00. They also broke the cap to the pipe after they failed to correctly thread it back and hammered it in instead. The "lead pipe" was a galvanized steel pipe installed within the last decade. Charged $69 because of "Sale" After declining the offer and a week of deliberation, a second opinion was desired. Another plumbing company was hired to inspect and clear the clog; RotoRooter. The technician arrived, inspected the pipe with a camera, and cleared the pipe with a powered plumbing snake over the course of half an hour. No specialty tools, removal of pipes, demolition, or other destructive techniques were required. The pipe now drains like new, and the only complication was getting the snake around a corner of the pipe, which wasn't actually an issue. Bassett has not responded with an offer for a refund after prompting.

  

  Business response

  02/21/2024

  ***,

  Thank you for letting us know about your experience, I'm sorry to hear it wasn't necessarily a positive one. I spoke to the General Manager of Cincinnati area office, and we both agree that Bassett could have and should have handled this issue better for you. We will be processing a refund to you for the amount spent, and we will certainly be addressing these concerns internally to improve our services going forward.

  Thanks again.

  Customer response

  02/22/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *** **********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩