Complaints

This profile includes complaints for BASCO Appliances's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BASCO Appliances

  4600 NW Saint Helens Rd Portland, OR 97210-1274

• 

  BASCO Appliances

  15383 SW Bangy Rd Lake Oswego, OR 97035

• 

  BASCO Appliances

  1411 NW Davis St Portland, OR 97209-2616

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/20/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/31 2021 I ordered a sub-zero fridge and freezer with and ETA of early 2022. They did not arrive until 8/2022 which was fine as there was nothing, they could do about back orders etc. However, the sales rep ******************** made a mistake and ordered the wrong items. After some challenging conversations they agreed to order the correct items. However Subzero changed their model design and there were no new items available in what I had ordered. So they ordered the new model stating the new models would not be released until January of 2023 and that I would have to go to end of the line for the fridge and freezer orders with expected delivery of June 2023. I reached out in August as I had not heard anything and am now being told that it won't be until the end of December or possibly later. It seems a bit excessive to wait 2.5 years for a product that is fully paid for. If needed i can provide all emails and voicemails relating to this. I suspect however they know.

• Initial Complaint

  Date:08/08/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/11 we purchased an advertised new/under warranty ******* dishwasher and refrigerator. When they arrived to be installed at our house, they had several new dents in them from the moving crew and the installers accidentally broke off the hose for the water supply to the refrigerator. The dishwasher also only worked intermittently. We tried repeatedly to contact Basco to arrange for repairs and they refused to return our phone calls. We eventually tried contacting ******* only to learn that both appliances were so old that they were no longer eligible for warranty coverage. ******* has told us that the dishwasher likely needs a new motherboard and that the part that was broken on the refrigerator is not something they can issue to consumers. it's something that only goes from their supplier to installation crews. So we have no way to fix the water supply for the refrigerator. We have left this information more than once on voicemail to Basco and they still will not return our calls or help to address the issue.

  Business Response

  Date: 08/28/2023

  BASCO's Management staff and our **************** team have been in contact with ************ and based on his experience and request offered a full refund for his refrigerator purchase in our Outlet location.  Our delivery team picked up the damaged refrigerator on 8/19/2023 from **************** residence and have processed the return.  All requests of BASCO from ************ have been fulfilled.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20439611
  
  I am rejecting this response because:
  

  Despite being in contact with BASCO - 

  We returned the unit - 

  The funds have not yet been identified in any transaction from BASCO. 

  We are in contact and awaiting the transfer process. The store manager was aware the funds have not been transferred as the refrigerator was not processed returned until Monday 8/28. The store manager shared on 8/25 that the customer service employee would return to work on 8/28. I expect a follow-up call later today with the status of the funds transferred / refund process.

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/29/2023

  Note Added: 

  My wife confirmed funds received today. 

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Basco sold us a bad fridge column, our fridge column broke after 6 months and has not worked for 8 months. They said they would help resolve the issue with the manufacturer, and then just never called me back. This escalated to the **** who also did not call back.

• Initial Complaint

  Date:10/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Once our $6,500 grill finally arrived we went in to pick it up at the main location. The secretary working the front desk was condescending and snide about how will call pickups are actually at their offsite warehouse 20 minutes down the road. (Which she claimed was less than 5 minutes away). After getting to the poorly labeled offsite warehouse and waiting for 30+ minutes for them to bring our grill out to load they brought it out on a pallet, set it down in front of our vehicle and stared at us waiting for us to load the incredibly heavy grill that was secured to the pallet with banding and shipping screws. After asking for assistance getting it in or to borrow scissors or a screwdriver to remove it from the pallet the forklift driver reluctantly brought out two screwdrivers and stood there offering zero assistance in removing the grill from the pallet to load. After asking for some assistance from the front office the warehouse manager came out and proceeded to get in our face and scream profanities and about how if we didnt have better attitudes he would keep the f***ing grill and kick us the f*** out of there. After spending over $50,000 with this store on appliances in the last 20 years this will be the last purchase we ever make here due to the fact that every single employee we interacted with today was incredibly disrespectful and aggressive/angry.

• Initial Complaint

  Date:06/27/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I may have a problem with the purchase of a dishwasher in ******** ******.Im reluctant to file a complaint but I find the responses by the retailer disturbing.On October 18th 2021, I ordered a Bosch dishwasher from Basco Appliances in ******** ** and made a down payment of $498.50 USD. The saleslady, *******************, said I could pick up the machine in mid to late December 2021. This was just before supply chain issues became a top news item.I waited until the beginning of February before following up. The salesman said he didnt know when I would receive the dishwasher and that I was second in line. The first client had ordered in July 2021, 7 months earlier. I was surprised. Sensing my discomfort, he asked if I wanted wanted to cancel this special order and I said no Ive already waited 4 months. His comment was odd since on the sales order it states: Special order items cannot be cancelled once we have ordered from vendor.Out of curiosity, I phoned Bosch ***. The representative said that she couldnt comment on a specific case but deliveries would *********** to 8 months, 8 months at the most.In the beginning of June, I looked at the sales order more closely and noticed that my phone number was incorrect. I phoned to correct their error.During my conversation with the saleslady, *******************, I said that I must be at the top of the queue since the client who had purchased in July, 11 months, before must have received his dishwasher. She said that I was third in line. When queried, she said the orders were from July, September and my order in October. I asked how this could be when in February I was second in line. She said that the salesman must have misread the screen.If you wish to look into this matter, I will forward the email chain with my acceptance and their sales order.*************************** ************** PS. I am a ********. My wife is an ******** citizen. We often visit ******** to shop.

  Business Response

  Date: 06/28/2022

  I just spoke with ***** regarding his dishwasher. The reason he did not get his dishwasher is we have never received this model for over a year. 18" dishwasher are not a big seller we normally sell maybe 2 - 3 a year. His dishwasher will be in our warehouse by the end of the week. The sales person he dealt with is one of our newest salespeople and she did not read the back order report correctly. ***** has been number one in line to receive this model of Bosch dishwasher.

  He will be in next week to pick it up at our warehouse.

  ****

  Customer Answer

  Date: 06/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  Thank you for your and BASCO's prompt response.

   

  Kind Regards,
  
  ***************************