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.
Janusz Johnson
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January 16, 2026
Bassett Services is a great company to work with if you need service because they retain great employees like Shawn Selby. Shawn was an extremely knowledgeable person and he took the time to listen and understand my situation. He was thorough and intent on fixing the problem correctly. He explained what he found and how he came to his conclusions. He helped me better understand how my system works and was definitely focused on giving me the best service possible. Thanks, Shawn!
Brian K. Napier
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February 27, 2026
Kyler was wonderful! Thorough, great attention to detail. I ultimately didn’t go with Bassett because another urgent project came up, but when my electrical panel project comes up again I will definitely go with Bassett.
Kaleb Lantrip
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February 11, 2026
I am slightly annoyed with this company being able to schedule appointments and keep them, I have had to check with them multiple times to actually get a visit from a technician. Today, Stephen came and confirmed one of my issues with my drain. He was prompt and honest with me and I appreciated his service and attention to detail, scheduling a follow up appointment to address my needs. I hope that my home's repair will fix an ongoing issue with my system.
Update on 2/11/25: The company was not able to follow up on its scheduled service window, despite multiple calls to their dispatcher. Everyone is very nice when you talk to them, but their ability to serve drain issues is lacking.
Sheila Madrieres
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February 04, 2026
I am so incredibly pleased with the service I received from our Bassett technician Ryan Reynolds. The job turned out to be a much bigger job than was anticipated. Ryan was able to walk us through the new process and patiently answered all of our questions!!! The customer service Ryan provided today was above and beyond what I would ever expect.
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.
Bassett Services is a great company to work with if you need service because they retain great employees like Shawn Selby. Shawn was an extremely knowledgeable person and he took the time to listen and understand my situation. He was thorough and intent on fixing the problem correctly. He explained what he found and how he came to his conclusions. He helped me better understand how my system works and was definitely focused on giving me the best service possible. Thanks, Shawn!
Kyler was wonderful! Thorough, great attention to detail. I ultimately didn’t go with Bassett because another urgent project came up, but when my electrical panel project comes up again I will definitely go with Bassett.
I am slightly annoyed with this company being able to schedule appointments and keep them, I have had to check with them multiple times to actually get a visit from a technician. Today, Stephen came and confirmed one of my issues with my drain. He was prompt and honest with me and I appreciated his service and attention to detail, scheduling a follow up appointment to address my needs. I hope that my home's repair will fix an ongoing issue with my system. Update on 2/11/25: The company was not able to follow up on its scheduled service window, despite multiple calls to their dispatcher. Everyone is very nice when you talk to them, but their ability to serve drain issues is lacking.
I am so incredibly pleased with the service I received from our Bassett technician Ryan Reynolds. The job turned out to be a much bigger job than was anticipated. Ryan was able to walk us through the new process and patiently answered all of our questions!!! The customer service Ryan provided today was above and beyond what I would ever expect.