Customer ReviewsforHEP, Inc.

Brayden S. did a great job on my sink problem and charged me a fair price. Would certainly use again! Thanks, John T.

?? Woohoo, John T.! We’re so glad Brayden S. was able to “sink” that problem for you without draining your wallet! ????? We’ll be here faster than you can say “clog-free” if you ever need us again! Thanks for choosing HEP, where it’s always a great day when we’re on the way! ????
— The HEP Inc. Customer Support Team

Terry b****, did a great job very informative very fast service

?? Thank you so much for your kind words and the 5-star review! ??
We're thrilled to hear that Terry ***** provided you with fast and informative service. At HEP Inc., we strive to deliver exceptional service every time, and it’s wonderful to know we’ve succeeded.
If you ever need assistance again, don't hesitate to reach out. We're always here to Hep! ??????
Best, The HEP Inc. Customer Support Team

I canceled the service because thet weren't able to keep the timeline they gave me. Talked to two different people on two different days to say I was canceling. They cashed my check 2 days later $6800. Now they say it will take 2 weeks for refund. They cashed after knowing I canceled it and they had already came to pick up the temporary air units. That's fraud

Hi Heather,
We sincerely apologize for any inconvenience you’ve experienced. We understand your frustration and regret that you felt the need to cancel your service with us.
Please be assured that we have processed your refund check, which should arrive within 5-7 business days.
At HEP Inc., we take pride in offering a comprehensive range of services including plumbing, electrical, heating & air, and roofing. We are committed to providing the highest quality service to our customers in Tennessee and northern Georgia.
Should you need any assistance in the future, please don’t hesitate to reach out. We value your feedback and are always here to help.
Thank you for your understanding.
Best regards,
HEP Inc. Customer Support Team 

 

We’re truly sorry for any inconvenience you experienced. We’ve taken immediate action to resolve the issue by issuing a full refund and hand-delivering the check to ensure it’s received promptly and conveniently.
We’re pleased to inform you that all matters have been resolved to your satisfaction. If you have any further concerns or need additional assistance, please don’t hesitate to reach out.
Thank you for your understanding.
Best regards,
The HEP Inc. Customer Support  Team

Was quite pleased with the outcome of the plumbing work. They did excellent work & appreciated the results! They are skilled & knowledgeable. It is a process that can be a little confusing for a client but was able to answer all my questions. I definitely would recommend them to others

Thank you so much for your wonderful review! ?? We're thrilled to hear that you were pleased with the outcome of our plumbing work. Our team takes great pride in providing skilled and knowledgeable service, and it's fantastic to know we could answer all your questions and make the process smooth for you. Your recommendation means the world to us! If you ever need anything else, don't hesitate to reach out. ?????? #HEPIsOnTheWay #FiveStarService #HappyCustomer

WORST EXPERIENCE EVER! Called for a maintenance check up as I was a member of their loyalty program. I did notice my upstairs unit was running a lot and it froze once and I wanted him to check. Kirk Ballard came out as my technician. Told me my compressor was close to death, my coil in the air handler was leaking (by saying that he felt "oil" in the pan). He is good. Told us the whole unit needed to be replaced, priced us $10,300 and pressured for me to sign right then in order to get $1,000 discount. We asked the guy to put a "band-aid" fix on it for now (cost us $903 for 3 lbs of freon and a capacitor that he said we needed - found out that those items only come to a grand total of $45 when you buy them yourself). Less than 24 hours later my whole upstairs unit stopped and there was no power to my thermostat. We got a second opinion through Krug & Sons, THANK GOD! They came out, were here for about 20 minutes. He said my compressor was fine, my coil was fine. Found that the common wire to the thermostat fell right out when he touched it. He fixed it and put a new fuse in. Didn't charge us a dime for this. I found out that HEP gives their service guys commission for each new unit they sell. Well, they will NEVER get another cent from me. I pray they see the error of their ways and realize that intentionally ripping people off will hurt them BIG in the long run.

Thank you for taking the time to share your experience. We sincerely apologize for the issues you encountered and the dissatisfaction you felt with our service. At HEP Inc., customer satisfaction is our top priority, and we are disheartened to hear that we fell short of your expectations.
We have reviewed your account and our service records, and we would like to address your concerns:

Refrigerant Level: Our technician, Kirk ******** identified that your system was low on refrigerant and added 3 lbs to ensure it was cooling properly. The refrigerant level in your system was indeed low at the time of service, which can cause the unit to freeze and run inefficiently.
Compressor and Coil: Our technician's assessment was based on his observations and experience. We understand that another service provider gave a different opinion, and we respect that. It’s important to note that different technicians may have varying diagnoses based on their inspections.
Repairs and Costs: We aim to provide transparent and fair pricing for our services. The costs for refrigerant and the capacitor include not just the parts but also labor, expertise, and warranty. We understand that these costs may appear higher compared to purchasing parts individually.
Employee Care: At HEP Inc., we make sure our employees are well-compensated and not just some executive bigwig. We share profits with our employees, which sets us apart from our competitors. Taking care of our team ensures they are motivated to provide the best service possible.
We regret any pressure you felt during the service visit. High-pressure sales tactics are not in line with our values. We have addressed this internally to prevent similar situations in the future.
To make things right, we would like to offer you a complimentary maintenance check and service on your upstairs unit. Please contact our customer service team at your earliest convenience to schedule this appointment.
We genuinely hope you will give us another opportunity to serve you better. Thank you for your previous business and for providing us with the feedback to improve.
Sincerely,
The HEP Inc. Customer Support Team

I signed up for HEP's loyalty program to regularly check the HVAC system to make sure it was functioning correctly. I tech came out and said that their was an oily leak in the outside compressor and needed to do a dye kit for ******* to determine exactly where the leak was. He said that the unit was not functioning well. I agree. He returned a couple of days later to say that the condenser unit in the attic needed to be replace for approximately *********  Knowing that the original heating unit is 26 years old, we discussed the cost of replacing both the heating and AC units, which would include the compressor outside, for just under **********. It would all be warrantied for 10 yrs. The next day, I called Krug and Sons, Inc. to come inspect for a 2nd opinion. He said that there was absolutely nothing wrong with either of my units, the AC was functioning perfectly!! He went on to say that some companies offer bonuses to their technicians if they can sell units. HEP is a total rip off. I immediately cancelled my loyalty plan and will never call them again. TOTALLY NOT TRUSTWORTHY. DO NO USE THEM FOR ANYTHING!!!

Thank you for sharing your feedback. We're sorry to hear about your experience and understand your concerns.
First and foremost, we want to clarify that HEP Inc. does not offer bonuses for selling new units. Our primary goal is to ensure the safety, comfort, and efficiency of your home systems, and we always strive to provide the most accurate and honest recommendations.
Our technicians are trained to identify potential issues that could lead to larger problems if not addressed. In your case, our technician noted an oily leak and recommended a dye kit to pinpoint the source, followed by a discussion on replacing an older unit. We understand that a second opinion provided you with different information, which can be confusing.
We appreciate your feedback and would like to investigate this matter further to ensure our service standards are met.
Your trust is important to us, and we hope to have the opportunity to restore your confidence in HEP Inc.
Sincerely,
HEP Inc. Customer Support Team 

On may 4 2024 Courtney and I called this company to snake our main sewage line that was clogged and would drain very slow. Told us *** service call plus whatever work required since it’s Saturday, plumber shows up snakes the clog within 30 mins and I hear the water rush through the pipes. He tells me to flush the toilet twice and says we are good to go. Plumber tells us that’ll be ****… So Courtney and I go to dinner and come back about 1.5hrs later at 7:45pm, I flush the toilet and it’s backed up again with a very slow drain!!! We call HEP and they say they will send some one out right away. 9:45-10pm. they call and say they don’t have anyone available with a camera and will have to send someone with a camera first thing next morning. We are the first call. Finally at 11am the next day a different plumber shows up. After pulling the toilet and only trying the snake for about 15-20 mins. He tells me he tried TWICE to get the snake through it…..He *THINKS* it’s a bad clog or a broken sewage pipe. Says he sees tire marks where a vehicle could’ve rolled on the ground and the pipe probably broke under ground. He was just guessing!!! I asked about the camera, he said no need for camera, it’ll just show him a bad clog or a broken pipe….. says the line must be dug up. He gave me a quote on digging up a 5-7ft and 2ft deep section of plumbing on what he **THINKS** is wrong!!!! calls his boss to tell him and his boss gives him the quote of ****** over the phone. He told his boss to bring in a machine to dig up that small of a section. Well I called a REAL local plumbing company 2 days later for a second opinion and he immediately said I’m going to lift your septic tank lid and see what’s going on and go from there. 45 mins later and for **** our main line is unclogged!!!! This plumber knew what he was doing. he turned all the faucets and showers on and even flushed toilet paper down to be 1000% sure it was unclogged before he left!!! ****** **** **** **** *** ******* ***

We are deeply disappointed to hear about your recent experience with us. Your satisfaction is our priority, and we apologize for the inconvenience and frustration caused.
We take your feedback seriously and are investigating this issue internally to understand where things went wrong. Rest assured, corrective actions are being taken to prevent such occurrences in the future.
We appreciate your candor and regret that we did not meet your expectations. If you would like to discuss this further or require any additional assistance, please contact us directly.
Thank you for bringing this to our attention. We value your business and hope to regain your trust.
Sincerely,
HEP Inc. Customer Support Team 

On 4/18/24 I called this company to come out and find out why my moms drains were clogs. They came out the next day and quoted my mom ******* ** ******* *** *** ******** ***** *** ****** ***** * **** **** *** **** **** **** **** *** **** ** ***** ** **** ** ******* * ***** ***** ***** We agreed to it, and they were going to send out someone the next day to replace the pipe. When the second guy came out, he said it could not be fixed and that the first guy never went under her home to properly inspect it. All the second guy did was put a shop vac to a pipe under the sink. I called the company to request a full refund to be returned to my mom. I got the run around for a few days and then as of today I received a check for ***** 5/10/24. They took out **** for what the girl said on the phone that half the work that was done! None of the work was done and if they had cut the pipe under the house, there would have been human waste under her home and we would not been able to live in the house!!! Do NOT consider this company, they can't even give you an itemized bill for what they do. Beware, don't use this company.. I want the **** back, for the work that was not done!!!!

Thank you for your feedback. We appreciate you bringing this matter to our attention and apologize for any inconvenience you may have experienced.
We are pleased to inform you that we have reached a resolution regarding your concerns. Our goal is always to ensure our customers are satisfied with our services, and we hope this resolution meets your expectations.
Thank you for choosing HEP Inc. We value your business.
HEP Inc. Customer Support Team 

The worse service. The first time the technician suggested snaking and jetting of the drain lines. He asked for 50% upfront plus charged me 58 $ for the visit. The second time the technician didn’t show up. He was late. The third time the technician said that they did not have the appropriate size of jet. He had already received photos by the first technician. The fourth time they said that they did not know that they had to use the smaller jet. The fifth time they told me that snaking will be good enough and will reimburse me for the jet. At 7:45 pm I got a call from their technician to tell me that he is 1:15 hr away in Newport and that he is willing to come to address my problem. Of course I couldn’t ask for something like that. He was tired and was late. I asked that his manager gives me call. Nobody called. Draw your conclusions.

We hope this message reaches you promptly. We understand the frustration you've expressed in your recent BBB review, and we want to address the situation head-on.
Firstly, we acknowledge the series of mishaps you encountered during our service visits, and we sincerely apologize for the inconvenience caused. We have taken immediate action to rectify the issues and are committed to providing a full refund for the services rendered.
However, to expedite the refund process, it is imperative that you sign the contingency agreement at your earliest convenience. This agreement outlines the terms and conditions for the refund, and your swift response is crucial for us to proceed.
We do not take lightly the impact our service had on your satisfaction, and we are genuinely sorry for the inconveniences you've endured. Nevertheless, we must emphasize that your cooperation is essential for us to finalize this matter.
Your two 1-star BBB reviews have not gone unnoticed, and we want to resolve this matter to your satisfaction promptly. We expect your prompt attention to the contingency agreement so that we can swiftly process the full refund as promised.
Thank you for your understanding, and we look forward to resolving this matter swiftly.
Sincerely,
HEP Inc. Customer Support Team