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"Waiting for Bassett Services to value a customer’s time. How many days of work must a customer miss before a job is handled professionally? Not one, two, three, or four—but more than five days I have taken off based on promised arrival windows. Each time, the window passed with no show and no phone call. I have had to be the one to initiate every call just to find out we were rescheduled after the technician was already late. To make matters worse, when a technician finally does arrive, they show up without the basic tools or equipment necessary to work on the problem. This isn't just a scheduling error; it’s a total lack of professional preparation and respect for a customer's time. Our brand-new water heater stopped working within 48 hours of installation. As their own technician’s report shows (attached below), the issue wasn't a defective unit; it was an installation error. The install crew used an "undersized" pan that choked the unit's airflow, causing an unsafe "orange flame." To get us hot water temporarily, the technician had to "cut and fold down the pan"—a makeshift fix on brand-new equipment. His report explicitly states that a follow-up appointment was needed to lift the heavy unit and install the correct equipment. He also noted the install crew "left a decent amount of trash behind" that he couldn't take. Did Bassett call to schedule that urgent follow-up to fix their safety error? No. Once again, I had to initiate the call regarding a completely different issue just to remind them that this dangerous installation flaw was never permanently fixed. We are still waiting. How is a customer supposed to live in a house with no access to a bathroom or toilet? After being left without sanitation, I was promised a technician would return "first thing in the morning" to finalize repairs. They never showed up. This isn't just about a missed appointment anymore. This is a basic health and safety issue. In Indianapolis, a home without a working toilet is considered uninhabitable. Bassett Services has my money, but I didn’t have a working bathroom. The presence of standing water after a total plumbing overhaul is a catastrophic failure that violates Indiana’s legal standard for "workmanlike" performance. Under the Indiana Home Improvement Contract Act (HICA), a contractor is legally required to perform work that meets basic industry standards. Sending unprepared technicians without tools and inexperienced staff to a $xx,xxx job site is a direct violation of the professional duty Bassett Services owes me. This ordeal started around 2-16 and is still unresolved. Standing water and water heater repair not addressed. They don’t even deserve one star. Update. So now Bassett responds with a canned response. Why am I calling you? You know the issue and have not responded. Still standing water. Still water backing up after the use of the shower and washing machine. You got to be kidding me. Oh and I have spoken to Customer Experience Manager and no one has responded to him. SMH You are taking advantage or a Vet (Korea and Vietnam) and Purple Heart Recipient. All these 5 star reviews? Why only one one star with numerous in resolved issues."
"Tyler was very professional and arrived right on time. He kept us informed every step of the way while repairing our breaker panel. The pricing was reasonable, and the response time from requesting service to completion was incredibly fast. Highly recommend Bassett and their friendly, knowledgeable staff!"
"Todd came to the house and right away I knew he was the man to deal with. Todd was very knowledgeable on everything we needed done. He was also very kind and happy which speaks highly of the company. I can't wait for the finished product to give us peace of mind"
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