Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November, 2023 we entered into an agreement with Bassett to pay $18.00 per month to cover maintenance of our furnace, plumbing, electrical, and air conditioning. On May 3rd, 2024 we had our plumbing checked and it went ok except the technician wanted to sell us several plumbing items we did not want. On May 16, 2024 we were to have a check on our electrical system, and waited all day, only to be called stating there was an emergency and they could not make it that day. We rescheduled for May 28, 2024, but we cancelled because we thought we would be stood up as we had on May 16th. November 2024 we had our furnace check up. The technician only walked around the house with a thermometer in his hand and lied to us, stating the air temperature did not match our thermostat. He even took a picture of it showing the temperature off by 4 degrees. Before he left, he said we needed a new thermostat. After he left, we used our own thermometer and there was absolutely no discrepancy with the temps in the house. we now have trouble trusting Bassett techs. He also said we needed several things done that added up to a couple of thousand dollars. We did not take any of his sales pitch. On April 9th,2025, Bassett was to check our water heater for a routine check. The time frame was from Noon to 5pm. At 4pm I called the phone number for Bassett, but someone answered stating I was calling ******* HVAC. I said I thought Bassett was coming to our house, so why was the number given to me for ******* HVAC. The lady on the phone said " we help Bassett out sometimes". When I told her my name and that we were to have an appointment today, she said, " oh the person who was going to come to your house today called in sick today, but I can reschedule it. " I told her this was very poor service and how unhappy we were with this treatment. Our only request is to get out of our commitment that is up in November 2025.

  

  Business Response

  Date: 04/18/2025

  We are sorry to hear of the experience you've had with our business.  We strive daily to ensure we are providing a positive experience for all of our customers and we've let you down in that regard.

  We will process the requested refund, and I will be reaching out to you directly further discuss how we can improve going forward.  

  Thank you for your time and patience in our response regarding this matter. 

   

  ***** Wheeler 

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  I would also like to give notice now to not renew the current maintenance plan that ends in November 2025.
  
  

  Regards,

  ***** *******-********

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bassett Services has been providing annual inspection services for a Heat/AC unit we purchased from them almost 10 years ago. The last 4 years in a row they've found something wrong and the first year, we paid their overpriced repair bill. The last 2 years we've taken the information and made the repair ourselves for a fraction of their quoted price on parts. This year, during our annual furnace inspection on 3/7/25, they told us the heat exchanger was cracked, showed us pics to prove it, and said the unit had to be turned off for our safety until they made a $2,615 repair or replaced the unit entirely with new for $7,536 (with a "buyback" discount of $2,300 for a discounted price of $5,236 as a favor to us as a repeat customer!) . We contacted a different company to replace the part who obtained the part free of charge from the manufacturer (still under warranty) and charged us $332.50 in labor to repair. He then inspected the old heat exchanger and ran tests on it and informed us that there were no cracks in the old unit. We're out the $332.50 it cost to replace a heat exchanger that wasn't bad in the first place! It seems pretty obvious that they are using scare tactics and dishonest salesmanship to try to make a sale.

  

  Business Response

  Date: 03/25/2025

  Mr. ****,

  We strive to ensure we are providing the highest quality service to our customers at all times.  I'm sorry you feel we didn't meet your expectations.

  Our technician performed a thorough diagnosis and followed proper protocol regarding this situation. You will find photos attached from your visit which clearly show the crack in your heat exchanger. 

  If you could, I would like for you to bring the heat exchanger to our office and we will show you in person where it is compromised. 

  If we are unable to do so we will refund you double the repair paid to the company whom performed the work.

  I look forward to hearing back and resolving this situation for you.

   

  ***** *******

  General Manager

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I appreciate the response but I regret that I don't trust your solution.  I know what will happen - the same thing that happened when the technician attempted to pursuade me to pay for a costly repair or complete replacement of the unit upon initial inspection.  Since I don't know what is a legitimate crack and what is made to look that way for a sell, I don't believe having you try to convince me yet again that there are cracks when I've been told otherwise by a very reputable HVAC qualified and certified repairman will accomplish anything and just cost me more time in this matter.  I didn't call in some shadetree repairman without references.  I know of this man's business model and work ethic - I've seen his work and have references on it and he couldn't find them.  In addition, I was shown the pics you reference and the supposed serious cracks were pointed out to me by your technician.  But if there were cracks, they weren't sufficient to require turning off the unit and immediate replacement.  All I know is that I was assured by this third party, who had no skin in the game to try to decieve me regarding the absence of cracks that there were no cracks that compromised the current integrity of the unit.  I would accept an inpartial, 3rd party inspection of this part for verification, but not your company - that isn't impartial in the least!
  
  Regards,
  
  ***** ****
  

  

  Business Response

  Date: 04/25/2025

  Mr. ****,

  When would be a good time for you and a representative from the company you worked with to bring the heat exchanger to our office to inspect together?

  Again we would be more than happy to show you where the unit is compromised, and if not, refund you double what you paid for replacement with this company on the spot. 

   

  ***** *******

   

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The service people who come out do not and did not do their jobs correctly. The people in the office will not call for appointments any longer they say you have to call to make them and then they argue with you and then hang up on you. Since The owners of the company sold and the new ones took over they have been rude and just don't care about the customers. I still have a cleaning on my maintenance on the air conditioner and they just hung up on me so I think I should get a full refund on everything I have paid in on since they haven't done anything right. I know *** have paid in more then $500.00 but I won't be greedy. I just want them off my back

  

  Business Response

  Date: 03/11/2025

  We have received your complaint.  I will be listening to the 3 phone calls that you made to our office today as all calls are recorded. This will be escalated to our General Manager to review. Please allow a few business days for a response.

  

  Business Response

  Date: 04/25/2025

  Mr. & **** *****,

   

  It is our goal to provide all of our customers with the highest quality ********************** at all times. Unfortunately, in this case it appears we fell short.  

  We will process the requested refund and mail to the address on file. We hope for the opportunity to regain your trust in the future.

  ***** *******

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ****** & ****** *****

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** & ****** *****
  

• Initial Complaint

  Date:10/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a custom king size bed from Bassett Furniture and they scheduled a deliver and then while installing the bed, they found out that parts of the bed had queen parts instead king parts. They said it will take weeks before they can ship the right parts over. We dont have other beds at our house, therefore cannot wait for weeks. This is not white glove service and is not worth the thousands of dollars that we spend on the bed and the delivery cost.

  

  Business Response

  Date: 10/23/2024

  This complaint is for Bassett Furniture, we are Bassett Services Heating and Air.  This is not the correct company.

• Initial Complaint

  Date:03/15/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Bassett out to replace my water heater. After they left, I noticed significant damage to my floors. I have tried speaking to someone at the business to fix the issue, and nobody will return my calls.

  

  Business Response

  Date: 04/15/2024

  This complaint has been resolved.  Bassett Services addressed all customer concerns with complete and prompt resolution. 

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/13/2024 we had a Bassett out to check on an issue with our furnace. The furnace was making a loud noise that was becoming more and more persistent. Upon inspection it was determined that the motor was out and with further diagnosis the technician found a crack in the heating exchange. It was recommended that the 16 year old furnace needed to be replaced. The technician due to legal obligations turned off the furnace as it presented a safety violation of carbon monoxide dangers going into the house and a fire safety hazard. The technician sent estimates, along with photos of the issue and a complete written diagnosis. I contacted the warranty company to begin the claims process with the claims number of ******** and I spoke with ******************************* who claimed that I needed to have the contractor give a verbal confirmation of issue and repairs. I called Bassett back who said they do not work with home warranty companies or insurance companies for claims. Bassett also recommended that I push back on the warranty company to have the warranty company send a check and then pass the check on for the services that Bassett would render. I called the warranty company back who agreed to accept the email of estimates and repairs and said if they had any questions they would be in contact with Bassett. They also mentioned that they work with Bassett frequently most recently during the week of Feb 5th. Bassett called me back to reiterate they do not work with warranty companies or insurance companies but did not know when this policy started and could not point to this policy in writing neither on their website nor in their terms and conditions. Given the back and forth I would like to see this policy of not working with warranty companies and insurance companies in writing and published for future clients.

  

  Business Response

  Date: 02/14/2024

  Good morning,  I'm sorry to hear about your experience with our company, but assure you we will do what can to further assist.  I've reached out via phone contact and left a voicemail this morning.  I look forward to hearing back and helping you through the process.

  Talk soon,

  *************************, GM

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of November 7th 2023, my husband, *********************, enlisted the services of a Bassett Services HVAC technician to diagnose an airflow issue with a mobile home that we own, located at **************** While the furnace runs, airflow is violently pushed through the two vents at the back of the trailer in the master bedroom/bathroom, while the air flow in the middle of the trailer through the front of the trailer is barely detectable. The technician was there for only a short time and left us with no real resolution to the issue. He suggested that we completely cover the back two vents with magnet covers, which would leave no heat in the master bedroom/bathroom. We feel that he did not want to take the time to even attempt to properly diagnose the problem. He did not inspect the duct work other than taking temperature readings at the vents. Proper inspection of the duct work would have required crawling under the trailer to visually inspect the duct work all through the trailer, or running a borescope through the duct work, to rule out any type of blockages or any other issues. He did neither. Instead he lazily and carelessly decided to do a less than par, superficial inspection. And in result, left us without a resolution to the problem, and wasted our time and money, as covering the two vents did not solve the airflow issue. He could have at least attempted to cover those two vents, to determine if that would fix the issue or not. That way once it were determined that it would not fix the issue, he then could continue looking into properly diagnosing the actual problem, which was the whole reason for enlisting the services of this HVAC company. We paid $98 for Bassett's technician to basically not do his job. This is extremely unprofessional and unacceptable.

  

  Business Response

  Date: 12/28/2023

  ******,

  Thank you for your email. We take customer satisfaction seriously and are glad that you reached out to us.

  First, I would like to apologize for the frustration you experienced with **************. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.

  We're proud that you've selected our Bassett as your HVAC service provider, and we'd like the opportunity to resolve your concerns and earn your trust back. I will be refunding the $98 back to the credit card that you used for the service call.  We would like the opportunity to send out a different technician if you are still having the same issues so that we can see if there is a resolution to your air flow problem. We would also like to give you a free year of our Watchdog Membership that will provide you with a furnace tune up and an air conditioning tune up for ****. If you would like to schedule an appointment, please give me a call at ************ and ask for ************************  I will personally make sure we get you taken care of. If you would rather just get the refund and move on, I totally understand. 
  
  Again, I am so sorry that you had a poor experience with Bassett Services and we hope to have the opportunity to make this right. 

  Best regards,
  ***********************

  Accounting/HR Manager

  Customer Answer

  Date: 12/29/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  
  I will accept the offer for the $98 refund and will require no further assistance because another company has resolved the air flow issue. Thank you.
  
  

  Regards,

  *************************