Basnett Plumbing, Heating, AC & Electrical

James S.

Ive been living in Acton for almost 20 years, I've used Papalia Plumbing and Roczynski Plumbling, Basnett seems to be the best plumbing comnpany I have ever used.

Last month I needed a new shower head installed in my bathroom, as well as new bath room sink fosets. Taylor, was the tech, did an outstanding job, arrived on time, went over the cost and labor for the new parts being installed, (who I do recommend for a service tech), and made sure everything was put in right and works wells.

Frank P.

Rob,
This is a response to your response to my review. The only review I have ever written. I did call twice for a no heat call. I cannot help that your office representatives do not deliver the messages to you or your service team. Both times were on weekend mornings and nights. However, your office did want to schedule a yearly cleaning and as I advised them the unit is only approximately five months old. This is how out of touch your office representatives are. I never saw any help from anyone when I had no heat!! I even explained to them that I had elderly in-laws up from Florida, and there was nothing but crickets from your office. Let's also get something straight. My Boiler was under warranty, less than a year old. When I said to remove it and replace it with a new boiler, I was told it is a manufacturer problem and it was dragged out for months. I told you and your guys the unit was defective many times. The reps even said it was defective. You did not make a move to replace the boiler. There was no need for an approval from anyone. As stated in the contract, I had a two year no hassle warranty! You installed a defective boiler and dragged me and my family through hell for over a year to get a new boiler installed. Also, I did not replace the boiler with the same unit because the reps said the problem was an engineering problem and has not been fixed and they have not designed a new boiler as of that date. Thats also why the engineers came out to try to come up with a fix for their line of boilers. However, they did point out many times that your techs programmed the unit wrong, Phineas left the unit in ""Service"" mode when he came out for a service the boiler and the pipes, vents and Temp sensors were placed wrong. I have all the E-Mails documenting everything, along with Texts from the Representatives. When all said and done, you replaced the boiler approximately a year and half later. I will give you the benefit of the doubt with the supply shortages, but to have a leaking valve, leaking all over my floor after the replacement and to have Paul put Brass caps on the valves as a fix!! Is pathetic and I STILL CAN NOT GET A RESPONSE BACK TO CORRECT THE PROBLEM PROPERLY after your office said they would schedule a repair. This is very poor to say the least. It shows the caliber of workmanship you have ingrained in your workers is very, very poor! Your employees represent your company and beliefs every time they go out and work with your logo on your trucks and uniforms. This is why there is a negative review from me. Like I said before in my recent post, the negative reviews and ratings is not surprising to me. It just shows I am not the only person seeing the poor craftmanship in your work.

Seth W.

TL;DR: Basnett technicians plastered their advertisements all over my equipment without asking (strike 1), failed to honor the contract by ghosting us on the date of service (strike 2), then failed provide a refund when they were unable to perform those services (strike 3). Literally had to issue a charge-back to get my 4 figure deposit back or I guess they would have stolen it through malice, indifference, or ineptitude. I strongly suspect they have fraudulent Google reviews.

I contracted Basnett's services in order to expedite the process of renovating a home. The tasks were simple; replace shutoff valves, replace saddle valves with t-joint & valve, replace dishwasher supply line. Wayne came by along with some other specialists and they quoted the immediate work I wanted along with some other, much larger work. Everyone was courteous, knowledgeable, professional, and well-equipped for the job. They were booked out a couple of weeks so we scheduled a time for them to come back and they took a ~50% deposit. I communicated then that the project required the plumbing to be done a couple of days after the scheduled appointment date, just so they were aware. It wasn't until a day or so later that I realized they had plastered their stupid advertisements all over my appliances, and that their stickers are not removable. This was for a quote, mind you. They didn't service anything, they didn't ask for permission, and the person that placed them did so while I was in conversation with another technician. I loath this sort of practice and consider it vandalism. I wish it was punishable by law. If you think it is, let me know how. That's strike 1.

The schedule date arrives and they didn't show up when scheduled. I called them ~4 hours after the scheduled time to see if they were targeting the later half of the day. As it turns out, they had scheduled a company training over that week, and that took priority. This had apparently been done a week a more prior and no one bothered to contact me to let me know. Strike 2. On the call, it was apparent that they had missed the opportunity to provide services on this project and that my deposit was to be refunded.

It has been approximately 4 weeks since they missed the appointment. They didn't follow through AGAIN as I have not been refunded. That's as unprofessional as it gets. Strike 3. They're out. Keep in mind that I had to pay the deposit weeks in advance of the appointment, and credit card companies have a 3 month window on when they'll assist with charge backs. It's sad that things made it to this point.

On the topic of money, Basnett's prices are insanely expensive. Each shutoff valve, even just the dishwasher supply line, was a charge of $225 or more. I'm not a master plumber, but my dad was and I learned from him. These are less than 15min jobs needing less than $25 of parts and ~$100 in equipment - nothing specialized or expensive. For these common tasks you can learn everything you need to know in a 15min video on YouTube. Their prices are seriously exorbitant... It's like they charge for drive and prep time on every single line item. I had 7 of these... Far more than I wanted to do myself in the time frame I had available, but that's the only option I had left when Basnett failed to follow through on any of their agreements after taking my deposit. As far as I'm concerned, I dodged a bullet. That ""service plan"" they had talked me into would have been a nightmare.

EDIT: 1 month after writing this review, and the charge back is complete. No one from Basnett has reached out for comment. I guess they would have quietly kept the deposit through malice, indifference, or ineptitude.

Furthermore, they have a 4.9 out of 5 star rating on Google with over 600 reviews. Comparatively, they have only a couple of dozen reviews on other sites like Yelp. I suspect they've paid for fraudulent reviews.

P C.

They came out and wanted $657 to install a simple dishwasher. No takeaway. Just install.

Here's the kicker: they come out to you to give you the price. They don't do it over the phone. Coming out to you coats $79.

so essentially, the business strategy is to come out to you, give you an INSANE price and charge you $79 for the drive.

good business strategy for them. Not for you.

Melissa L.

Mike, who does electrical for Basnett, is great. He was very knowledgable, totally knew what he was doing, solved a couple of difficult puzzles in troubleshooting, and did work throughout our house, both simple and more complicated. He also worked on our heating system.

The most important thing is he was such a pleasure to work with!

We started by using Basnett for plumbing, and they have done very good work over the years. Recently they did a big job for us, and there were a few mistakes with one plumber in installing a steam unit for a shower. When the issues were pointed out, the owners, Rob and Lori, and Paul, are owning making it right.

Mistakes happen, and the fact that they owned it, and their attitude and responsiveness, really makes up for it.

The only reason I am not a 5-star is because of this issue.

Dee C.

DO NOT HIRE THIS COMPANY. They charged me $300.00 for a routine maintenance of a mini-split A/C unit for one hour's work without replacing any parts. Their system is rigged: before the technician even opens the system to see how things look, they make you agree to the price. Then when I called to complain, they padded the time saying it took one hour and 20 minutes. IT DIDN'T, I had checked my watch - the maintenance took about 55 minutes. They would not take money off the bill. THIS COMPANY IS TOO EXPENSIVE FOR WHAT THEY OFFER. SPREAD THE WORD.

Clare O.

We had an AC/heat split unit installation put in our basement and it went very smoothly. Basnett was quick to respond in giving an estimate, scheduling and completing the work. We have also been pleased with the furnace, AC and tankless water heater they installed years ago and with the ongoing maintenance they provide. I highly recommend them!

Sherry C.

I used Basnett three years ago in Littleton and was also in Sticker Shock... they replaced an outside spigot and the bill was about $450.
When a company takes advantage of people - word gets around and not surprised at all the reviews saying they are absurdly expensive.

Nikki E.

I had a leak this morning and they were able to fit me in despite them being very busy. They found the problem and fixed it right away. I can't recommend them enough. They were knowledgeable and efficient.

Heidi S.

Excellent service from polite and professional plumbers who not only explain, but also offer to demonstrate what they are doing.