ComplaintsforBASCO Appliances

• Initial Complaint

  10/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 7/31 2021 I ordered a sub-zero fridge and freezer with and ETA of early 2022. They did not arrive until 8/2022 which was fine as there was nothing, they could do about back orders etc. However, the sales rep ******************** made a mistake and ordered the wrong items. After some challenging conversations they agreed to order the correct items. However Subzero changed their model design and there were no new items available in what I had ordered. So they ordered the new model stating the new models would not be released until January of 2023 and that I would have to go to end of the line for the fridge and freezer orders with expected delivery of June 2023. I reached out in August as I had not heard anything and am now being told that it won't be until the end of December or possibly later. It seems a bit excessive to wait 2.5 years for a product that is fully paid for. If needed i can provide all emails and voicemails relating to this. I suspect however they know.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 7/11 we purchased an advertised new/under warranty ******* dishwasher and refrigerator. When they arrived to be installed at our house, they had several new dents in them from the moving crew and the installers accidentally broke off the hose for the water supply to the refrigerator. The dishwasher also only worked intermittently. We tried repeatedly to contact Basco to arrange for repairs and they refused to return our phone calls. We eventually tried contacting ******* only to learn that both appliances were so old that they were no longer eligible for warranty coverage. ******* has told us that the dishwasher likely needs a new motherboard and that the part that was broken on the refrigerator is not something they can issue to consumers. it's something that only goes from their supplier to installation crews. So we have no way to fix the water supply for the refrigerator. We have left this information more than once on voicemail to Basco and they still will not return our calls or help to address the issue.

  Business response

  08/28/2023

  BASCO's Management staff and our **************** team have been in contact with ************ and based on his experience and request offered a full refund for his refrigerator purchase in our Outlet location.  Our delivery team picked up the damaged refrigerator on 8/19/2023 from **************** residence and have processed the return.  All requests of BASCO from ************ have been fulfilled.

  Customer response

  08/29/2023

   
  Complaint: 20439611
  
  I am rejecting this response because:
  

  Despite being in contact with BASCO - 

  We returned the unit - 

  The funds have not yet been identified in any transaction from BASCO. 

  We are in contact and awaiting the transfer process. The store manager was aware the funds have not been transferred as the refrigerator was not processed returned until Monday 8/28. The store manager shared on 8/25 that the customer service employee would return to work on 8/28. I expect a follow-up call later today with the status of the funds transferred / refund process.

  
  Sincerely,
  
  ***********************

  Customer response

  08/29/2023

  Note Added: 

  My wife confirmed funds received today. 

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Basco sold us a bad fridge column, our fridge column broke after 6 months and has not worked for 8 months. They said they would help resolve the issue with the manufacturer, and then just never called me back. This escalated to the **** who also did not call back.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Once our $6,500 grill finally arrived we went in to pick it up at the main location. The secretary working the front desk was condescending and snide about how will call pickups are actually at their offsite warehouse 20 minutes down the road. (Which she claimed was less than 5 minutes away). After getting to the poorly labeled offsite warehouse and waiting for 30+ minutes for them to bring our grill out to load they brought it out on a pallet, set it down in front of our vehicle and stared at us waiting for us to load the incredibly heavy grill that was secured to the pallet with banding and shipping screws. After asking for assistance getting it in or to borrow scissors or a screwdriver to remove it from the pallet the forklift driver reluctantly brought out two screwdrivers and stood there offering zero assistance in removing the grill from the pallet to load. After asking for some assistance from the front office the warehouse manager came out and proceeded to get in our face and scream profanities and about how if we didnt have better attitudes he would keep the f***ing grill and kick us the f*** out of there. After spending over $50,000 with this store on appliances in the last 20 years this will be the last purchase we ever make here due to the fact that every single employee we interacted with today was incredibly disrespectful and aggressive/angry.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I may have a problem with the purchase of a dishwasher in ******** ******.Im reluctant to file a complaint but I find the responses by the retailer disturbing.On October 18th 2021, I ordered a Bosch dishwasher from Basco Appliances in ******** ** and made a down payment of $498.50 USD. The saleslady, *******************, said I could pick up the machine in mid to late December 2021. This was just before supply chain issues became a top news item.I waited until the beginning of February before following up. The salesman said he didnt know when I would receive the dishwasher and that I was second in line. The first client had ordered in July 2021, 7 months earlier. I was surprised. Sensing my discomfort, he asked if I wanted wanted to cancel this special order and I said no Ive already waited 4 months. His comment was odd since on the sales order it states: Special order items cannot be cancelled once we have ordered from vendor.Out of curiosity, I phoned Bosch ***. The representative said that she couldnt comment on a specific case but deliveries would *********** to 8 months, 8 months at the most.In the beginning of June, I looked at the sales order more closely and noticed that my phone number was incorrect. I phoned to correct their error.During my conversation with the saleslady, *******************, I said that I must be at the top of the queue since the client who had purchased in July, 11 months, before must have received his dishwasher. She said that I was third in line. When queried, she said the orders were from July, September and my order in October. I asked how this could be when in February I was second in line. She said that the salesman must have misread the screen.If you wish to look into this matter, I will forward the email chain with my acceptance and their sales order.*************************** ************** PS. I am a ********. My wife is an ******** citizen. We often visit ******** to shop.

  Business response

  06/28/2022

  I just spoke with ***** regarding his dishwasher. The reason he did not get his dishwasher is we have never received this model for over a year. 18" dishwasher are not a big seller we normally sell maybe 2 - 3 a year. His dishwasher will be in our warehouse by the end of the week. The sales person he dealt with is one of our newest salespeople and she did not read the back order report correctly. ***** has been number one in line to receive this model of Bosch dishwasher.

  He will be in next week to pick it up at our warehouse.

  ****

  Customer response

  06/28/2022

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

  Thank you for your and BASCO's prompt response.

   

  Kind Regards,
  
  ***************************

• Initial Complaint

  02/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Feb. 2021 we went to the store to purchase appliances for our new home we were building. We knew due to Covid, things were taking longer so we had purchased all the appliances well in advanced with *******************. We ended up purchasing a sub zero fridge, thermador oven/microwave combo, dishwasher and induction stove top. We paid all in cash, over $16k. After months of trying to get a hold of **** (phone and email) for updates we heard nothing. We even drove to the store, which we live over an hour away to just get some sort of information. We finally received an email stating they were on there way and should be here within a month or so, which would be about May of 2021. Time went by and again communication stopped. May came and gone, nothing. We tried calling and asked to speak to the manager, who was ****. Around August, we were told our appliances were there. We went to the location to pick everything up to find out the oven/microwave was not there. They couldnt even tell us that when they told us everything was in. After doing our own research and talking with rep, we found out the oven/microwave was purchased the day before and was NEVER purchased with the rest of the items in Feb. We moved into our house at the end of Aug. I had talked with the assistant **************************** who CONFIRMED it was just purchased and it was there error. He looked for other options supposedly for our custom cabinets that were built for the item we purchased, but was told they had NO other options and we would have to wait. No refund, partial or anything. Communication again stopped, finally we received word it would be here at the end of Feb 2022 (1 year after we initially ordered). Now today, 2/25/22, I received an email from manager ****, not a call, that the item wont be here for another 2 to 3 months. We have not received anything for there error besides stress. Purchasing from them was the most stressful part of building.

  Business response

  03/02/2022

  The customer is correct the order was written 2/20/21 by our salesperson. The problem is she did not write it up correctly so when we placed the order it was rejected by Thermador. Our buying department reached out to our Thermador rep who did not respond back to us until May 21. At that point our buying department placed the correct order.

  The problem is we have only received one of these ovens and that was in January of 21, that order was placed in Oct of 2020. We have 3 of these ovens on back order two of them were ordered prior to 2/20/21. The issue is Thermador does not build their own microwaves there supplier is Sharp. Bosch has changed our delivery date 4 times in the last year. They now tell us it will be sometime in May 2022 that we will get all 3 of them.

  I have no problem refunding their money i have also looked at other brands but no luck. Thermador is the only company that makes this oven it has a microwave, oven and warming drawer all other brand you have to buy the microwave/oven as one piece and the warming drawer is one piece. To use another brand they would have to make changes to there cabinet.

  Our salesperson was partially to blame but even if it was ordered in February of 21 it still would not be here.

  Fred 

  Basco Appliances

  Customer response

  03/04/2022

   
  Complaint: 16811502
  
  I am rejecting this response because:the person mentioned we purchased the thermador with a microwave, oven and warming drawer which is incorrect. This scares me a lot as we purchased a 30 inch built in microwave combo which does not have a warming drawer at the bottom. From his response it looks as if they are ordering us the wrong item and now we will have to wait even longer. The other issue I have, is I understand their is a delay in shipment and parts, however NO communication was ever done. We had to do our own research. Better communication would be much appreciated. The lack of is very unprofessional. I have left tons of voicemails for ******* and **** yet they do not call back. 

  
  Sincerely,
  
  ***************************

  Business response

  03/07/2022

  In reply they are correct the product they purchased does not have a warming drawer i was looking at the wrong model which has a similar model number. The oven they are waiting for is unique as it has a speed oven/microwave and a convection oven. The problem is it is all in one unit all the other brands you would have to buy individual pieces. Thermador and Bosch are the only ones currently making this oven and they are the same company.

  As i stated in my earlier response we have 3 on order and the last one we received was in January of ******************************** October of 2020. I have been in contact with Thermador and the problem is there are only a few companies in the world who make microwaves. We would love to deliver it to our customer and i understand their frustration. 

  Basco

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owner of this company (Basco) does the unthinkable, the appliance that was returned for the customer who returned when they bought new ones. If the item wasn't damage, he would have it fixed and resell it as new.Then he makes the workplace as a toxic place to work. When you ask some the employees on how much they make, saying never ever get a raise for the hard work that they do. The owner always buys new cars all the time and parks them in the warehouse (10). Also don't buy anything from Basco, some of the appliances either leak or warped, have the paperwork that says that the appliance was already documented that it was a LEMON. Never should have been sold. This place should be shut down. They are false and misleading about the quality, quantity the nature of the goods they sell. The treatment of the employees is like a slave house with no respect at all.

  Business response

  02/02/2022

  To Whom it may concern.

  We are in receipt of the complaint dated February 2,2022 from **************************. Please note that the complaint is not from a customer regarding services issues, but from a disgruntled employee's wife. ***************** lives at the address sighted in the complaint and it is his wife's email address. This has been confirmed via our HR department. Yes we do sell scratch and dent items in our outlet store and all customer's can see for themselves the condition of the units. Considering the nature of the complaint and they jump around about poor working condition of items, one can easily see this is a former employee.

  Basco Appliances

*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. ↩