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:06/19/2025

  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.

  On June 10, two technicians from Bassett Services arrived at my daughter's house to repair a Richmond Water Heater (owned by Rheem). The water heater is only 4 years old and parts and replacement of water heater is under warranty. I was sent an invoice that only shows the repair job as "1 unit" with no breakdown of costs for labor or parts. Apparently, their "accounting system" does not allow their invoices to be broken down to show costs for each part and for labor. I am unable to be reimbursed from the manufacturer for the fair amount I paid for the parts, therfore being denied due process of enacting my customer rights under the manufacturer warranty.

  

  Business Response

  Date: 07/01/2025

  Mr. *******,

  We will reach out today to discuss and address with resolution. I appreciate your patience in this matter.

  Thank you,

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

• 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.

  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,

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

  ps 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 

• 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.

  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,
  
  ***** ****
  s 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

  

  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.

  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,

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

  

  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: 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.

  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,

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

  he 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