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.
Rob Curry
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June 06, 2026
Jackson was very very thorough which is just how I like it. I appreciated his positive attitude also. Made my wife and feel like we were in very good hands. We have had a few service techs from other HVAC companies who just go through the motions and are in and out in 15 minutes. Keep up the good work Jackson. Two big thumbs up from us.
Josh Hartleroad
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July 24, 2026
Kyler installed four new light fixtures for us today. He did such a great job! The lights look fantastic and Kyler was such a joy to talk with throughout the entire process. I would highly recommend this service and Kyler as well!
Rachele Poynter
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July 31, 2026
We had a visit from Ian today for an electric inspection. He was super friendly and helpful. He showed us an important issue we had with our electrical panel with a thermal camera which helped us see the urgency in the issue. We had a great experience with him and hope to see him again!
isidro escobedo
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July 01, 2026
The HVAC technician came by to check our system and see if it could be repaired. He was very knowledgeable, professional, and explained everything clearly. After inspecting the unit, he let us know that because the system is very old, has a leak, and is probably going to need more repairs, the best option would be to replace the whole unit rather than keep repairing it. I appreciated his honesty and the time he took to explain our options. Highly recommend!
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.
Jackson was very very thorough which is just how I like it. I appreciated his positive attitude also. Made my wife and feel like we were in very good hands. We have had a few service techs from other HVAC companies who just go through the motions and are in and out in 15 minutes. Keep up the good work Jackson. Two big thumbs up from us.
Kyler installed four new light fixtures for us today. He did such a great job! The lights look fantastic and Kyler was such a joy to talk with throughout the entire process. I would highly recommend this service and Kyler as well!
We had a visit from Ian today for an electric inspection. He was super friendly and helpful. He showed us an important issue we had with our electrical panel with a thermal camera which helped us see the urgency in the issue. We had a great experience with him and hope to see him again!
The HVAC technician came by to check our system and see if it could be repaired. He was very knowledgeable, professional, and explained everything clearly. After inspecting the unit, he let us know that because the system is very old, has a leak, and is probably going to need more repairs, the best option would be to replace the whole unit rather than keep repairing it. I appreciated his honesty and the time he took to explain our options. Highly recommend!