Horrendous experience. They came to fix my heating system. Charged thousands of dollars and didn't even fix the problem. We were still without heat in December. We called another company who came out right away and solved the problem for a nominal charge. I complained to this company three different times and got nowhere. I feel truly robbed. The fact that someone can make you pay an astronomical bill but not actually fix the problem should be illegal! read more

I've been a facility manager for 25 years. I know how much things cost and what a fair price is. I had Basnett come to my house to give me a price on a VERY simple job, to replace an older discharge pump in the basement that the washing machine discharge flows into. The RETAIL cost of this pump is $340 and is readily available. I was given a cost of over $1400. Absurd. It's the cost of the pump (wholesale) plus 1.5 hours labor TOPS. Of course while he was there, he tried selling me on all these silver, gold, and platinum maintenance plans. I was still charged $129.00 just to be given a ridiculous price with no work performed. But that's the idea isn't it? The customer doesn't want to just flush away $129.00 for nothing so you're bullied into having them do it no matter how obscene the price is. By the way, just two years ago they were charging $69. Apparently that wasn't enough pressure for people. read more

A+++++ Experience. I recommend Basnett Plumbing & Healing & AC. Here is my recent and honest review of Basnett Plumbing. Their appointments are flexible. Very easy to schedule (either through their website or by calling the office). My service advisor, Wayne, was terrific. Wayne was very respectful and patient as he explained the issue. Please let the owner know how courteous, thorough, and patient Wayne is with his recent visit. He took a step above others to explain the issues. BOTTOM LINE: *** Yes, I recommend them to others 100% **** Basnett Plumbing, Heating, AC & Electrical. They are honest, upfront, reliable, courteous, and do the job right! The techs and staff at Basnett are helpful and upbeat, with a great attitude and personality, which is extremely helpful when dealing with a potential emergency. read more

Scrambled to find a company that could repair a minor issue with our boiler before we moved into the house within a few days. Most companies couldn't make it until a week later. Basnett (Phinias) came out the next day, fixed the issue, and charged less than I was quoted elsewhere. read more

Basnett Plumbing has always been the mot reliable and honest contractor I have dealt with. From the salesman visit, to techs on the install, to the friendly office with scheduling, everything runs like a fine tuned machine. I highly recommend read more

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. read more

Basnett Plumbing is our go-to contractor for all things plumbing related. Appointments are easy to schedule; they did a great job installing a water heater: on time, fast, and great clean up. Then, 5 years later, the water heater manufacturer reported that the water heater was defective. Basnett helped us arrange the no-cost replacement (we just had to pay Basnett market rates for labor for installation), and they replaced it within a week! Communication is great all the way around; can't recommend them enough. read more

Anthony from Basnett came to our house to do an estimate to add air conditioning. He took his time to go over all our options and what would make sense for us. we agreed to split the job (upstairs/downstairs). we got an air handler/heat pump for upstairs and additional mini splits downstairs. Paul and his crew came first, Zach and his crew came next for the mini splits, Joe did the electrical work on both jobs, Paul did the aero-seal upstairs, and Matt did a cleaning and service on our older mini splits. Everybody was punctual, extremely polite, cleaned after themselves, answered all our questions. Anthony came to check on the jobs afterwards. Nancy, Robin and Rebeccah answered all our questions; helped with discounts, rebates and scheduling. We are very happy with their work, will work with them again if needed and would recommend to our friends and family. read more

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. read more

We hired Basnett Plumbing to replace our gas boiler and I was truly amazed on the thoughtfulness and detail Anthony put into the proposal and understood and quickly responded to my questions. Then PAUL is a magician and did a masterful job with the installation and Mike as well installing the new Zone panel. I can't say enough about how pleased I was with the work. read more

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. read more

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. read more

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. read more

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. read more

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. read more

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

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! read more

As the previous reviewer stated, they are unbelievably expensive. They charged me almost $900 to disconnect an old gas stove and dishwasher and re-connect new ones. My hands were tied on using them since the delivery company was coming to haul away the old stuff a few hours after the plumber showed up and gave me the outrageous quote. I think the strategy was to at least squeeze $450 out of me for a simple disconnect (since I was under a time crunch to get that done) and best case they screw me for the full $900. And to add insult to injury the guy said to me as I'm writing him the check, "I bet you didn't expect to spend this much money today". Are you kidding me? I try to support local businesses, but Basnett has soured me on that idea. Absolute last time I use them for anything. read more

Excellent service ! You guys know what you are doing when you work on my Buderus boiler. Much appreciated !

My daughter hired this company to do a cleaning and tuneup on her gas furnace. The cost of the service was $249, and Basnett gave an arrival time of 1-3pm yesterday. The service man showed up at 3:50pm. Although the service was competent, it was about $100 higher than other plumbing and heating companies. The kicker, however, was that the expansion tank needed replacement. The cost of the replacement was $324.00, after giving a 20% discount! The cost of the expansion tank online was $57.50, and took him less than 15 minutes to replace it. When I asked why it was so expensive, the service man told me that he didn't set the rates. So all in all, for a job that should have cost around $250 total including the heating service, my daughter was charged $573.00. I was also informed that the service man waived a $70 charge for coming out to the premises. The rates charged by this company are unconscionable. I will never use this company again. read more

We moved to Concord about a year a go. Our house came with a higher-end system and another local company came multiple times and although cheaper never fixed the issues (which lead to a ridiculous heating bill on top of this). Since then, they have come several times for both continued gradual replacement of these aging valves and the yearly maintenance. Our technician is Wayne. He is prompt, friendly and does good work. He is the reason I signed up for their maintenance program and will continue using them. So I would say that you may be able to find a company to do things cheaper but if you want it done right then call Basnett. read more

We moved into our new house and we needed a plumber on day 2! :( We called Basnett upon recommendation and were told they could be at our house in 30 min!! Perfect. Kevin and Sergio showed up and were awesome! Kevin was very polite and clearly explained everything he was doing. The job was done well and in a timely manner. We will call Basnett again if and when we need service. A+ service. read more

Why use anyone else! They do everything! From start to finish with Linda and Nancy to our technicians Wayne and Sergio Everything was perfect, they did it all, they did I it right and they did it in a timely fashion. What more could you ask for, Wayne kept us informed the whole way, can't say enough good things about our experience. Welcome to the family Basnett Plumbing! read more

Very expensive. Wanted over 1,000 to repair a condenser on a mitsubishi unit. For that much, I could buy a whole new unit. They also diagnosed the problem wrong. Had another HVAC place come out and said the condenser was fine. read more

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. read more

The first time they came, they worked to gain our trust, with good service and reasonable pricing. The second time however, they hit us hard with an astronomical bill. Their only response was, we charge for the job, not for time. 45 minutes at $750.00, really? With no new parts? There will not be a third time. BEWARE. read more

Highly priced. Wanted $200 to install a AC part that took me 10 minutes to do myself. Then wanted $800-1000 to install another part that I'm sure would not take 8 to 10 hours to put in. And also wasn't guaranteed to fix the problem. If you have to use them, then I would ask for Rob personally. I've dealt with two of his other techs and they seemed very inexperienced to me. read more

I had a small job -- a seven year old hot water heater whose main burner kept clicking off before the water reached temperature -- and the technician was perfectly competent at diagnosing the problem in about twenty minutes (a malfunctioning thermostat). But there was a catch: in addition to charging me $213 for the diagnosis (already an outrageous amount that I would not have agreed to pay had I been informed of it when I first contacted them for an appointment), they were going to charge me another $260 to replace the thermostat. The part costs $9 at Home Depot and takes roughly 90 seconds to install. It is literally no more difficult than replacing the battery in your smoke alarm. I told the technician that there was no chance in hell that I was paying that much for a 90 second job with a $9 part. I told him to tell his boss that I would consider paying a reasonable amount, simply to save me the aggravation of running out to Home Depot. The boss's answer was no. So I told the technician to take a hike (though I did not dispute the $213 diagnosis fee). I to,d the technician that paying home $260 for a 90 second job equals an hourly rate of roughly $10,000. The technician's answer was laughable: "We don't bill by the hour, we bill by the job." So, I warn anyone who is thinking about calling this company. They will try to rip you off. I should have known better when the first thing the technician did was try to sell me on their "savings plan," which he described as a loyalty program but was in fact a $99 per year fee that would save you 15% on FUTURE visits and repairs. I am sure this company is capable of fixing your plumbing related problems, but that is true of most plumbers. I don't expect to get fleeced in the process. read more

called with problem of backing up toilet - they sent a kit who thought that making water flow into the bowl faster was the thing to do. When I FINALLY made it clear that he was not addressing the problem, he said that "they don't do that, call a drain guy" - I still had to pay read more

Many thanks to Rob, Mike, Kevin and Sergi for their great job plumbing the new gas fireplace insert and upgrading the service!!!

The work done by Basnett is always great! I continue to use them for all my HVAC and plumbing needs. My latest call to them was for replacement of my hot water heater. Wayne Lambert did a great job and left the area in great condition. He has always been helpful with great information. I will continue to use for all my future needs. read more

Poor customer service and they charge a fortune. Deceptive advertising. Wanted to charge me a $69 travel fee that was never mentioned.