Customer ReviewsforHEP, Inc.

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

The service i received was very professional. The plumbing work very well done. Amanda is amazing and knows her stuff, and she cares. Patrick had helped me out on the phone and listened to my concerns. He let me know who he was sending out and that helped a ton. This is the 3rd time I’ve used this company.

Thank you so much for taking the time to share your positive experience with HEP Inc. on the Better Business Bureau. We are thrilled to hear about your satisfaction with our services.
It's wonderful to know that you found our plumbing work to be very well done and that you received professional service. We take great pride in the expertise of our team, and it's heartening to hear that Amanda's knowledge and caring approach made a positive impact on your experience. We'll be sure to pass along your kind words to her.
We also appreciate your recognition of Patrick's assistance over the phone. Ensuring clear communication and addressing your concerns is a top priority for us, and we're glad to hear that Patrick provided helpful information about the service professional who would be assisting you.
Your loyalty as a repeat customer means the world to us, and we are honored that this marks the third time you have chosen HEP Inc. for your plumbing needs. We value your trust and will continue striving to exceed your expectations in the future.
If there's ever anything more we can do for you, please don't hesitate to reach out. Thank you again for choosing HEP Inc. and for sharing your positive experience with others on the BBB platform.
Warm regards,
HEP Inc. Customer Support Team 

We had to have a new water heater installed and Martin and Joshua did an awesome job. Joshua came back the following day to finish up. He also showed me how to drain it later on. They were both amazing. They did a phenomenal job. Jeanette I.

Dear Jeanette I.,
Thank you so much for taking the time to share your positive experience with HEP Inc. on the Better Business Bureau (BBB) platform. We are thrilled to hear about your satisfaction with the installation of your new water heater and the outstanding service provided by Martin and Joshua.
It's wonderful to know that both Martin and Joshua went above and beyond to ensure the successful installation of your water heater. We pride ourselves on delivering top-notch service, and it's great to hear that they not only met but exceeded your expectations.
We appreciate your recognition of Joshua's commitment to customer satisfaction by returning the following day to complete the job and taking the time to show you how to properly maintain and drain your new water heater. Providing our customers with the knowledge and tools they need to make the most of their installations is a priority for us.
We will make sure to pass along your kind words to Martin and Joshua. They will be delighted to know that their efforts made a positive impact on your experience with HEP Inc.
If you ever have any further questions or need assistance in the future, please do not hesitate to reach out. We value your business and look forward to serving you again.
Thank you once again for choosing HEP Inc. and for sharing your positive feedback.
Best Regards,
HEP INC. Customer Support Team 

Absolutely horrible experience. Needed a roof repair relatively quick. When others couldn't come through, HEP guaranteed job start in 2-7 days. Weather pushed this back at least a week, but they never called or showed up. Called 7 times before getting on schedule and given time window. Didn't show. Called multiple times. Still no show. Next day, same thing. Day after when they didn't show yet again, I called for the 15th time and requested deposit back. Workers showed up about 2 hours later. Returned next day to complete job. No clue on workmanship. I'll find out when it rains, but I've already incurred a few grand in additional damages due to no show. Total time from ***** ******* until work done was 31 days. Overall, this is one of the most incompetent companies I have ever dealt with and their communication is non-existent. It quickly became clear that they just make crap up. Avoid at all cost. Don't even consider placing the call. RUN AWAY!!!

Thank you for bringing your concerns to our attention via the Better Business Bureau. We appreciate the opportunity to address them and clarify any misunderstandings.
We understand your frustration regarding the issues with your property. Our intention has always been to work together towards a satisfactory resolution.
We would like to highlight that we made efforts to address potential rain-related issues by offering to tarp your roof, which unfortunately you declined. Additionally, we presented a comprehensive plan to rectify any concerns, but regrettably, we encountered difficulties in gaining your cooperation.
Our records and evidence show that the issues with your property predate our involvement. We have photographic evidence to support this, indicating the state of your property before we commenced work.
As per our contract, factors beyond our control, such as weather conditions, are not grounds for liability for delays. This clause is standard in our industry and is meant to protect both parties in unforeseen circumstances.
Thank you, 
HEP Inc. Customer Support Team

I’m only allowed to give HEP technician Joshua **** a 5star review. He deserves a 10 star review. Joshua is one of if not the best technician I’ve met. If I ever need HEP again I ask them to send Joshua.

We hope this message finds you well. Thank you so much for taking the time to share your experience with HEP Inc and, specifically, our technician Joshua **** on the Better Business Bureau platform. We greatly appreciate your glowing 5-star review, and we're thrilled to hear about your positive encounter with Joshua.
Your kind words have truly made our day! Joshua is a valuable member of our team, and it's heartening to see his dedication and expertise reflected in your feedback. We are grateful to have him as part of the HEP family.
At HEP Inc, customer satisfaction is our top priority, and it's feedback like yours that motivates us to continue delivering exceptional service. We understand that Joshua exceeded your expectations, and we're delighted to have been able to provide you with a positive experience.
Should you ever require our services in the future, we'll be more than happy to send Joshua your way. We appreciate your trust in HEP Inc, and we look forward to serving you again if the need arises.
If you have any further comments or suggestions, please feel free to reach out to our customer service team. We value your input and are always striving to enhance our services.
Once again, thank you for choosing HEP Inc, and we're honored to have had the opportunity to assist you.

Its always a great day when HEP is on the way! 
HEP Inc Customer Support Team 

We had an old pvc waterline leak that ran from the meter to the corner of house a rather short distance. We were given the estimate from HEP of ****** that’s **** ******** ******** to replace it with a new pex line. We knew this estimate was completely ludicrous because we are knowledgeable in diy home plumbing repair, and had prior experience of the price of pex and the labor ourselves. Obviously we weren’t going to be taken as fools by the company’s technician. We had three free estimates from other licensed plumbers in the area the next day. They were all within the same price range, average price **********. We were also told a ridiculous story from hep about the old pipe being down 8feet, it was 18 inches. Which we knew that was impossible nothing is that deep. Get this, going with another company for **** we were back up and running water in two hours (not half a day which HEP quoted) the next morning, which for the speed and convenience we were willing to go that route. This plumbing company we used said it isn’t the first time that they had heard of HEP having astronomical gouging estimates. I wouldn’t trust or ever use HEP. The technician saw an opportunity to take advantage of our family, and that makes me unhappy, and honestly insulting. I feel for customers who may have the same experience. I really can’t imagine changing someone’s financial security over a little water line. Who could sleep with that on their conscience? Call around. Get a second quote! It literally might save you OVER * ******** ******** Please don’t pay the *** dispatch fee to have HEP come in your home and scam you.

We sincerely apologize for the frustration and inconvenience you experienced with your recent interaction with HEP Inc. We strive to provide accurate estimates and exceptional service to all our customers, and it's disheartening to hear that we fell short of your expectations in this instance.
First and foremost, we deeply regret any miscommunication regarding the depth of the old pipe. We aim to provide accurate information to our customers, and it appears there was a misunderstanding in this regard.
Regarding the discrepancy in pricing, we understand your concern. Our pricing is based on several factors, including materials, labor, equipment, and overhead costs. While we make every effort to offer competitive rates, we acknowledge that there can be variations in pricing among different providers. We appreciate your feedback and will take it into consideration as we continue to evaluate and adjust our pricing structure to better serve our customers.
We also understand the importance of transparency and trust in our interactions with customers. We regret any perception that our technician sought to take advantage of you or your family. It is never our intention to overcharge or mislead our customers, and we take allegations of unethical behavior very seriously. We will investigate this matter internally to ensure that our team members uphold the highest standards of integrity and professionalism.
We genuinely value your business and the opportunity to address your plumbing needs. We apologize for any inconvenience caused and would welcome the opportunity to discuss this matter further with you. Please feel free to reach out to our customer service team, and we will do our utmost to resolve this issue to your satisfaction.
Thank you for bringing this matter to our attention, and we appreciate the opportunity to improve our services.
HEP Inc. Customer Support Team

Fernando was very knowledgeable and above professional in every way. He should be a very highly valued asset to your company. Please promote to award him the respect he deserves. Thank you for sending such a great guy who puts customer service above all.

Thank you so much for taking the time to share your positive experience with Fernando at HEP Inc! We truly appreciate your kind words and are delighted to hear that he exceeded your expectations.
Fernando takes great pride in his work and is committed to delivering exceptional service to our customers. We are thrilled to hear that his knowledge and professionalism left a lasting impression on you. Your recognition of his efforts is truly rewarding.
Your suggestion to promote Fernando for the respect he deserves is duly noted, and we will certainly take it into consideration. We believe in recognizing and rewarding outstanding team members, and your feedback reinforces the importance of acknowledging exceptional talent within our company.
Once again, thank you for choosing HEP Inc, and we look forward to serving you with the same high level of service in the future. If you have any further comments or suggestions, please feel free to reach out.
Best Regards,
HEP Inc Customer Support Team

My a/c would not power up called hep they sent somebody out he took wires loose at a/c and air handler he said the wires from a/c to air handler was bad needed to be replaced when I asked to show me since the wire was visible the damage he couldn’t so he charged me a service fee and left all the wires disconnected I hooked the wires up and put in a new fuse that was it he tried to steal $ *** dollars from me

We extend our gratitude for getting in touch with HEP Inc. Your inquiry is valued, and we welcome the opportunity to support you.
We want to inform you that your request/information has been promptly directed to our management team for thorough examination. They will carefully review the details provided and take appropriate actions to address any concerns or queries you may have. Recognizing the significance of your inquiry, we want to assure you that we are dedicated to delivering a comprehensive and timely response. We will keep you informed of the progress and strive to resolve any issues as efficiently as possible.
To better assist you and address your concerns, we kindly request additional details or contact information associated with your account. This will enable us to investigate the matter more thoroughly and work towards a resolution.
Should you have any supplementary details or questions in the interim, please feel free to reach out to us. We appreciate your patience and understanding.
Thank you for choosing HEP Inc. Your business is highly valued.
We are eager to assist you with any issues you may be encountering. Unfortunately, we are unable to locate your account using the name listed on your Google Profile. Kindly contact us at [email protected] with the name on your account and service address.
We anticipate the opportunity to assist you further.
Best regards,
HEP Inc Customer Support Team

Thank you for taking the time to share your experience with HEP Inc. We value feedback from our customers, and we want to address the concerns you raised in your recent Better Business Bureau review.
Upon receiving your service request for a non-functioning air conditioning unit, our technician conducted a thorough inspection of the system. The initial assessment revealed a blown fuse, which was promptly replaced. However, during the diagnostic process, our technician discovered a problematic set of wires connecting the air conditioner to the air handler.
To provide you with an accurate diagnosis and a long-term solution, our technician proposed replacing the damaged wiring. The decision to recommend a wire replacement was made after tracing down the shorts and identifying the complexity of the existing wiring setup. The previous company had installed a network of junction wires in a manner that could potentially cause further issues and compromise the efficiency of your HVAC system.
It's important to note that our technician attempted to demonstrate the condition of the damaged wires, but due to their location and the existing connections, it proved challenging to provide a visual confirmation. We apologize for any confusion or frustration this may have caused.
In terms of the proposed repair cost, our technician presented an estimate of $500 for the replacement of the wiring. We understand that this may have seemed unexpected, and we appreciate your concern. Our goal is always to provide transparent and fair pricing for our services, and we regret any misunderstanding.
We also acknowledge your decision not to proceed with the recommended repair. We respect our customers' choices and understand that various factors, such as impending relocation and budget considerations, can influence decisions related to HVAC repairs.
Moving forward, we want to ensure your satisfaction with our services. We appreciate your feedback, as it helps us continually improve our services.
Thank you for choosing HEP Inc. We value your business and look forward to the opportunity to serve you in the future.
Sincerely,
HEP Inc Customer Support Team