Complaints

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

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  HEP, Inc.

  3914 Papermill Dr Knoxville, TN 37909-2060

  
• 

  HEP, Inc.

  1605 Prosser Rd STE 5 Knoxville, TN 37914-3459

  
• 

  HEP, Inc.

  2394 Blue Springs Rd SE Cleveland, TN 37311

  

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:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We had just bought this place two days before this happened our heat and air wouldn’t work so I called HEP A guy named ****** *****r came out to look at it and told us the fire marshal had shut it down which was a lie. Then he told us we had to buy another one and it would cost us around $10,000. We said we would let them know. We c as led someone else a few days later and he fixed it It has been working fine ever since. I have chronic COPD and it was hard on me for a couple days til it was fixed NOT HEP!!!!!!!

  

  Business Response

  Date: 06/12/2024

   **** *** ******* **********
  Upon our recent inspection of your unit, our technician discovered that the gas line was not connected. Further examination revealed that the unit's heat exchanger was in a compromised state and beyond repair. Given the severity of these issues and the potential safety hazards, our technician recommended a complete replacement of the unit rather than a repair.
  We understand that this recommendation might have caused you inconvenience, but it was made with your safety and long-term satisfaction in mind. A unit with a faulty heat exchanger poses serious risks, and we believe that a replacement is the most responsible course of action to ensure your safety.
  Despite our clear communication and professional assessment, you have expressed dissatisfaction. We have offered a replacement unit to resolve the issue promptly and effectively. HEP Inc. stands by the integrity of our services and the expertise of our technicians.
  We remain committed to providing the highest quality service and are willing to discuss any further concerns you may have. Our primary goal is to ensure your safety and satisfaction.
  Thank you for your attention to this matter.
  Sincerely,
  HEP Inc. Customer Support Team

  Customer Answer

  Date: 06/20/2024

  
  
  Complaint: 21833659
  
  
  
  I am rejecting this response because:

  The real problem here is we were lied to from the person at HEP when he said the fire marshall had shut it down!! We had another Heat and Air Tech come out and look at it and said it is fine and if the fore marshall had shut it down then there would be a sticker on it and there wasn't. The other company said there was nothing wrong with it and it was just cut off and he cut it on and it has worked fine ever since!!!!! Therefore we dont need a new unit!!!!
  
  
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 06/28/2024

  Dear Ms. *********,
  We understand your frustration, but we must address some inaccuracies in your complaint.
  Our technician, following standard safety protocols, determined your unit was unsafe for operation. This assessment was based on the unit's age and the potential risk it posed. The Fire Marshall's guidelines are clear, and we adhere strictly to these to ensure our customers' safety.
  It's important to emphasize that the recommendation to replace your unit was made with your best interest in mind. A unit as old as yours poses significant risks, and continuing to use it can lead to more severe issues down the line.
  We have offered multiple financing options to make this transition easier for you, recognizing that replacing a unit can be financially challenging. It is crucial to address this issue promptly for your safety and the efficiency of your heating and air system.
  Our goal is to provide reliable and safe service. Misrepresentations about our actions and the unit's condition do not change the fact that your unit is outdated and unsafe
  Thank you, 
  HEP Inc. Customer Support Team 

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair 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.

  2/3/24 final payment totaling +/- $15,000; used CC for water heater and hvac installation;
  April 30 I had a stroke and was hospitalized; May 3, I returned home to the a/c not working; someone came out to repair it the same day; we advised of the health conditions; the team was quick to respond. 5/5 A/C not working; we were advised the safety mechanism to prevent water from overflowing from the drain pan was causing the a/c to shut off; someone came out, drained water and got it working;5/6, 5/7 & 5/9 A/C not working; someone came out; drained the pan; A/c worked for a few hours;On or around 5/9 we were advised a part is broken and replacement part would be ordered and expected to arrive at business on 5/22 On 5/22 we called to confirm the delivery. We were told it had not arrived and that a manager would contact us. On 5/22 evening I called again for an estimate for resolution since it gets up to 87 degrees in the house with no a/c. We were told the manager was in meetings all day and was unable to return the call and that the rep had no access to see if the part was delivered or not. At that time the rep offered to send 2 portable air conditioners to the house; she stated the portables would be delivered first thing in the morning so it would not be a problem. 5/23, 10:10 am I called to confirm the delivery was scheduled; rep stated she did not have access to that information. I advised we'd paid cash and expected to have the services we'd paid for to be satisfied. On or around 5/23 two portable air conditioners were delivered and set up in the kitchen and office; 5/27 replacement part installed; a/c not working; 5/28 the attic unit was completely replaced and the techs stated it was all fixed and ready to use; they stated it was tested and working; a few hours later the unit was leaking outside of the pan into the attic; the water has seeped into the ceiling of 1st floor; contacted HEP; come get equipment and refund us; ****** **** ********

  

  Business Response

  Date: 06/06/2024

  We sincerely apologize for the challenges you've experienced following the installation of your water heater and HVAC system. Your satisfaction is paramount to us, and we deeply regret any inconvenience caused during this time.
  Upon reviewing your complaint, we acknowledge the series of issues you've faced with the AC unit and the subsequent delays in resolving them. We are truly sorry for the frustration and discomfort this has caused, especially given your health conditions.
  We want to assure you that your concerns have been escalated to our highest priority. We have already taken steps to rectify the situation by scheduling a resolution for today. Our team is committed to ensuring that the AC unit is fully functional and meets your expectations.
  Additionally, we appreciate your patience and understanding throughout this process. To address your immediate needs, we arranged for the delivery of two portable air conditioners to provide temporary relief until the permanent fix is in place.
  Thank you for bringing this matter to our attention. We are dedicated to delivering the level of service you deserve and look forward to restoring your confidence in us.
  Sincerely,
  HEP Inc. Customer Support Team

  Customer Answer

  Date: 06/06/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21800451, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  May 17, 2024 HEP came to my house to fix a minor leak underneath the house. I had the same thing done last year after my pipes froze and busted and it only costed my 120 dollars and the guy was here about 2 hours. Well today HEP came and was here about 30 to 45 minutes and only had to cut and reconnect the same pipe that was here and charged me 468 dollars. That doesn’t even make since

  

  Business Response

  Date: 05/22/2024

  Dear Mr. *****,
  Thank you for bringing your concerns to our attention regarding the recent service provided by HEP Inc. on May 17, 2024. We understand your frustration and appreciate the opportunity to address your complaint.
  Our manager, has thoroughly investigated the situation and reviewed the details of the service performed. According to our findings, the technician charged correctly based on the estimate provided at the time of service. While we recognize that the cost of a similar service last year was lower, we must note that prices for materials and labor can and do increase over time. The estimate you received and approved before the work was completed accurately reflected the current rates.
  We strive to offer competitive pricing while maintaining the highest quality of service. The increase in price since your last service is due to various factors, including inflation, rising material costs, and industry standards. We apologize if this was not clearly communicated at the time of service, and we regret any inconvenience this may have caused.
  At HEP Inc., customer satisfaction is our top priority, and we value your business. If you have any further questions or concerns, or if you would like to discuss this matter in more detail, please do not hesitate to contact us directly. We are committed to ensuring you are fully satisfied with our services.
  Thank you for your understanding and for giving us the opportunity to address your concerns.
  Sincerely,
  HEP Inc. Customer Support Team

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair 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.

  This has been the worst experience I have ever had with a plumbing company. I had two individuals come out to give me an estimate for work and to send someone out the next day. The young man came out the next day - explained why one of the items was unable to be completed as it was described in the estimate and one of the other estimated items was not even on the list to be done and that it would be $2000 more and they would have to come out another day to do it. That other day was today - called me to say this item had to be completed in a different way than the original estimate and will be another $500. The only thing he repaired from the initial 3 items was to redo the pvc pipes under the sink and repair the drain since both sides leaked. First day - said the left side just needed tightened but when they were back out to let him know if it was leaking. Which is was - he just tightened again today / still leaking. So I spent over $600 to still have a leaky sink. As for the job that was going to cost me $500 more (total $2400) - I cancelled that. Still waiting to hear if I get that money back. So in total 3 visits, $1500 and my sink still leaks. Never use HEP.

  

  Business Response

  Date: 04/05/2024

  We regret to hear about your dissatisfaction with the recent plumbing services provided by HEP Inc. We take customer feedback seriously and strive to ensure every customer's experience is positive. However, after thoroughly reviewing the details of your case, we find it necessary to address certain points for clarity and accuracy.
  We acknowledge that our team provided you with an initial estimate for the required plumbing work. We also understand that there were subsequent adjustments to the scope of work and associated costs, which were communicated to you before proceeding with any additional services. It's crucial to note that these adjustments were made based on the specific requirements and conditions discovered during the assessment and initial work on your plumbing system.
  Furthermore, we must clarify that our team has been in communication with you throughout this process, including a discussion with our manager regarding your concerns and preferences. We have made every effort to accommodate your needs and provide transparent information about the work involved and associated costs.
  It's important to emphasize that our technicians are highly skilled professionals dedicated to delivering quality service. Any discrepancies or misunderstandings regarding the scope of work or pricing adjustments can be resolved through open communication and collaboration.
  We understand your decision to cancel the additional work that was proposed and are processing the refund accordingly. Rest assured, we are committed to addressing any outstanding issues and ensuring your complete satisfaction with our services.
  Sincerely,
  HEP Inc. Customer Support Team

  Customer Answer

  Date: 04/05/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:03/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 called HEP to get my toilet unstopped, simple job as it has been done before. After arriving 2 hrs late the technician quoted me a price of $575.00; which seems extremely high and several times higher than anyone else, not to mention $75 more than the last Hep technicians quote. I questioned him on the price increase over the last estimate and he said the last technician who gave me the quote of $500 had been fired for stealing. Not sure what that has to do with the price or how he would even know who came to my house before but I’m beginning to question the honesty of this tech now however, I need the line open. 1 hour later he tells me he can’t unstop the toilet!
  Then he tries to tell me that the blockage is in my back yard and “Maybe your pipe has collapsed”.??? When all he could see was water and No blockage No roots, just water! Then he tells me that he will need $11,000 to 12,000. to dig up my backyard and replace the pipe! The pipes of my house were converted years ago and are fine! I feel that this is a total scam!
  Then he informs me that I will still owe the $575 even if he can’t unstop the toilet! I have since contacted 7 other plumbers which have told me “If we can’t fix the problem we won’t charge you anything! I am totally disappointed with the service and feel that I have been lied to! I will never use Hep services again! It is a total waste of time and they’re dishonest!
  I have been a customer for years-paying $7.00 monthly for a membership, yet you charged me full price and never fixed the problem!
  I am telling all my friends to steer clear of this company!

  

  Business Response

  Date: 04/05/2024

  We are writing in response to the concerns you raised regarding your recent service call with HEP Inc. We value your feedback and take customer satisfaction seriously, and we appreciate the opportunity to address the issues you have brought to our attention.
  Upon reviewing the details of your service call and discussing the matter internally, we acknowledge that there were discrepancies in the communication and handling of the situation. We apologize for any frustration or inconvenience this may have caused you.
  We are pleased to inform you that we have reached a resolution regarding your complaint. Our team has worked diligently to address your concerns and ensure that you are satisfied with the outcome.
  Specifically, we have agreed upon a release of liability, and upon receiving the signed release, we will proceed with issuing a refund. We understand the importance of resolving this matter promptly and to your satisfaction.
  Furthermore, we regret any miscommunication or misunderstanding regarding the pricing and the assessment of the issue with your toilet. We assure you that our technicians are trained professionals, and we strive to provide transparent and fair pricing for all our services.
  As a long-standing customer with a membership, we value your loyalty and trust in our services. We are committed to continuously improving our processes and ensuring that every customer receives the high-quality service they deserve.
  Please feel free to contact us at 865-210-8426 if you have any further questions or require assistance. We appreciate your understanding and look forward to resolving this matter to your complete satisfaction.
  Thank you for bringing this to our attention and allowing us the opportunity to make it right.
  HEP Inc. Customer Support Team
  
  
  
  
  

  

  Business Response

  Date: 04/05/2024

  This has been resolved :) 

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Company came out and done a bathroom remodel for us in Feb - April 2021. The remodel was first estimated to take approx 2-3 weeks, after 5 months due to multiple issues by the company was completed. The employees would cancel, not show up for work, say that our supplies were on back order. We were given used cabinets and told they were new with 2 different color paints. At one point told they were going to have to start the plumbing over and tear up the floors due to the bath tub had been plumbed wrong then a manager came out and told the plumbers to go ahead with the job and they did and now we have a leak under out tub coming through the ceiling where it was not done correctly to begin with and they sent 2 plumbers out to look at it and both of them told us it was done incorrectly to begin with but they told us they are not responsible for it due to our warranty already being out. So in the meantime we are going to have to tear out our shower, bath tub, and flooring and have it replaced and the plumbing fixed and black mold is growing which has been probably since the beginning of them doing this project. They told us we could not file a claim on their liability insurance yet the are saying they are licensed and bonded but we are not allowed to do anything about it that it is out responsibility now, We would like to know if this can be resolved or if we need to seek an attorney.

  

  Business Response

  Date: 04/05/2024

  We are writing in response to the complaint you filed with the Better Business Bureau regarding the bathroom remodel conducted by our company. We take customer concerns seriously and appreciate the opportunity to address the issues you have raised.
  First and foremost, we would like to express our regret for any inconvenience or dissatisfaction you may have experienced during the course of your project. Our goal is always to deliver high-quality workmanship and exceptional customer service.
  Upon reviewing your complaint and consulting with our team, including Joe Brown, who was involved in the initial consultation and warranty discussions, we would like to provide the following clarifications and responses to the issues you have raised:
  We understand your frustration regarding the extended timeline of the project. We acknowledge that there were unforeseen challenges and delays, including issues with employee scheduling and supply availability, which contributed to the project exceeding the initially estimated timeframe.
   We take pride in using high-quality materials and ensuring the craftsmanship of our work meets industry standards. However, we apologize if there were discrepancies in the materials provided, such as the cabinets with differing paint colors.
   We are sorry to hear about the leak issue you have encountered. Our team investigated the matter and confirmed that the plumbing work falls outside the warranty period, as discussed and confirmed with you by both Duane and Joe Brown. While we empathize with your situation, we must adhere to the terms outlined in the warranty agreement.
  Regarding your inquiry about filing a claim on our liability insurance, we regret any confusion that may have arisen. Our liability insurance covers specific types of claims within certain timeframes, and unfortunately, the issues you mentioned fall outside the scope of coverage based on the terms of our policy.
  Sincerely,
  HEP Inc Customer Support Team

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 called HEP on February 20th to get an estimate on a water heater replacement. They sent a salesman to my house on February 21 and he gave me an estimate of $2063.00. The salesman said they could do it the next day as they had all the parts and supplies already in stock in their warehouse. I was shocked at the high cost and reluctantly paid them a deposit. I just assumed it was due to inflation. The next morning I decided to cancel after making a couple of phone calls and learning I could do it myself for $814 all parts included and that included a commercial grade water heater from a local supply store. I understand that a business needs to make profit but that's just ridiculous for a 2 hour job. I requested a refund and they said one would be given in about 9 days. It has now been almost 17 days and I have had to file a dispute with my credit card company. If you look through their complaints this seems to be common occurrence with them. I also sent them a certified letter as in the contract I signed they indicate (in small print) that one must be sent postmarked within 3 days to cancel the contract. Also, the plumbing supply house I shopped with told me that they normally don't have any negative things to say about any of their plumbers with the exception of HEP as they hear unbelievable stories of customers being lied to and over charged. The HEP salesman also told me some falsehoods pertaining to state code in order to add to the sale that I learned from the supply house. It's horrible that a company which could refund immediately will make a customer have go through the dispute process in order to get their money back.

  

  Business Response

  Date: 03/11/2024

  Dear Mrs. *****,
  I hope this message finds you well. We sincerely apologize for any inconvenience you may have experienced regarding the issue with your refund. Your feedback is invaluable to us, and we appreciate your patience as we worked to address the matter.
  Upon receiving your Better Business Bureau complaint, we immediately initiated an investigation into the matter. Our General Manager personally reached out to you to discuss the situation and understand the nature of the issue. We are pleased to inform you that a resolution has been reached, and your refund is currently being processed.
  At HEP Inc., we strive to provide excellent customer service, and we regret that we fell short of your expectations on this occasion. We take every customer concern seriously, and your experience has prompted us to reevaluate and improve our processes to prevent similar situations in the future.
  We understand the importance of timely and accurate refunds, and we are committed to ensuring that our customers do not encounter such issues moving forward. We appreciate your understanding and want to assure you that your satisfaction remains our top priority.
  Once again, we sincerely apologize for any inconvenience this may have caused you. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team at 865-210-8426. We value your business and appreciate the opportunity to make things right.
  Thank you for bringing this matter to our attention and for giving us the chance to rectify the situation. We look forward to serving you better in the future.
  Best regards,
  HEP Inc. Customer Support Team

  

  Business Response

  Date: 03/12/2024

  Dear Mrs. *****,
  I trust this message finds you in good health. We sincerely apologize for any inconvenience caused by the delay in processing your refund and appreciate your patience as we addressed this matter.
  Upon receipt of your Better Business Bureau complaint, we promptly initiated an investigation into the issue. It came to our attention that a technical glitch initially hindered the timely processing of your refund. We sincerely regret any frustration or inconvenience this may have caused you.
  Our General Manager personally reached out to you to discuss the situation and better understand the nature of the issue. We are pleased to inform you that we have rectified the situation, and your refund was successfully processed on 3/1.
  At HEP Inc., we are committed to providing excellent customer service, and we understand the importance of timely and accurate refunds. Your feedback has been instrumental in prompting a thorough review of our processes, and we are taking steps to prevent similar situations in the future.
  We sincerely apologize for falling short of your expectations and appreciate your understanding in this matter. Should you have any further questions or concerns, please do not hesitate to contact our customer service team at 865-210-8426. Your satisfaction is our top priority, and we are grateful for the opportunity to make things right.
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future.
  Best regards,
  HEP Inc. Customer Support Team

• Initial Complaint

  Date:02/26/2024

  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 9/27/23 I had HEP plumbing come to give me an estimate on a dryer booster fan replacement and other electrical issues. Their estimate was high compared to other companies, so I only had them replace the dryer booster fan, which they had to order. On 11/21/23 two of their workers replaced the fan. Unfortunately they installed it incorrectly (90 degrees from proper orientation and drilling into my wood floor, instead of the floor joist, and using only 2 bolts). The fan would not shut off (it was supposed to be triggered by the dryer) and vibrated so violently that it lost one of the two supporting bolts, vibrated one half of the house, and sounded like a generator. A more experienced technician replaced the new fan and installed it properly on 12/21/23 at no charge, obviously, although I ended up having to take time off work each time I scheduled an inspection. I signed invoices on a lap pad each time work was done and I requested copies of the invoices and the fan model so that I could look up information. I have made multiple email and phone requests since then for copies of the invoices and for information about the new fan. The only thing I've received is a link to a Buster fan for the first job. No invoices after completion, no copies of warranties or maintenance instructions. The only invoice I received was for my deposit before the installation was done - that invoice is number 137929021 and dated 9/27/23. At a minimum I need a final invoice from 12/21/23 so that I know the date of the warranty for the second new fan.
  As an aside, all the installation technicians were kind and courteous. It is a shame that HEP sends technicians out to perform installations for which they have no experience - they should have an experienced technician watch them install the first device for their own safety and that of the homeowners. The second installation was performed by a more experienced technician.

  

  Business Response

  Date: 02/26/2024

  Firstly, we would like to express our sincere apologies for any inconvenience you may have experienced in relation to the documentation and invoices for your recent interaction with HEP Inc.
  Upon investigating your concerns, we understand that there was an oversight in providing you with the necessary documentation and invoices during the initial transaction. We recognize the importance of having clear and transparent communication with our valued customers, and we deeply regret any confusion or frustration this may have caused.
  To address your concerns, we want to assure you that we have taken immediate action to rectify the situation. We have prepared and are promptly sending over the proper documentation and invoices related to your transaction. Kindly check your inbox, as you should receive them shortly.
  We understand the significance of accurate and timely information, and we are committed to ensuring that such oversights do not occur in the future. Your patience and understanding throughout this process are greatly appreciated.
  At HEP Inc., we strive to provide exceptional service to our customers, and we regret that we fell short of our usual standards in this instance. We value your feedback, as it helps us improve our processes and better serve our customers.
  Once again, we apologize for any inconvenience caused, and we sincerely appreciate your patience and understanding in this matter. We genuinely hope that we can assist you with your home's needs in the future, and we are committed to making your experience with HEP Inc. a positive one.
  If you have any further questions or concerns, please feel free to contact our customer service team at 865-210-8426. We are here to assist you in any way we can.
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to restore your confidence in our services.
  Sincerely,
  HEP Inc. Customer Support Team

  

  Business Response

  Date: 02/27/2024

  Rectified 

  Customer Answer

  Date: 02/27/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair 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 the week of Feb 5th my toilet started to move, so I called the company to come fix it. They drilled into a cast iron pipe, breaking it. I noticed a sewage leak from that pipe a few days later and called them. A manager came out and informed me that they don't warranty work done on cast iron and said I needed all new pipes.
  They quoted me, financed me, and began work on Monday February 12th. As of today, Feb 15th, they informed me that the work was done. I walked through and was appalled at the work and refused to sign off. As I began to clean up my home and use the water that had been off for a few days I noticed that some things like the dishwasher and refrigerator were not hooked up. I then tried to do a load of laundry, while waiting for a technician to come back. They didn't tighten the pipes and water began shooting out. When the technician came out, he didn't have the parts and had to drive to get them. Because the work was never done correctly.
  My finished project has my toilet sitting in the garage, not hooked up, work never completed, and an additional $2,500 charge that I agreed to get additional financing for that was also never done.

  

  Business Response

  Date: 02/23/2024

  We sincerely apologize for any inconvenience you may have experienced, and we appreciate you bringing your concerns to our attention. At HEP Inc., we value the satisfaction of our customers, and we take all feedback seriously.
  Upon reviewing your complaint filed with the Better Business Bureau, we took immediate action to rectify the situation. Our team has thoroughly investigated the matter and identified the areas that needed improvement. We are committed to providing excellent service, and we regret that we fell short of your expectations.
  To address the issues raised in your complaint, we have implemented corrective measures within our processes. Additionally, our customer service team has been retrained to ensure better communication and resolution of concerns. We understand the importance of your experience with us, and we are dedicated to making it right.
  As a gesture of goodwill, we would like to offer you [specific compensation, discount, or service] to express our sincere apologies for any inconvenience caused. Your satisfaction is our top priority, and we want to assure you that the concerns you raised have been taken seriously and addressed comprehensively.
  We value your business and appreciate the opportunity to rectify this situation.
  Thank you for your understanding and for giving us the chance to make things right.
  HEP Inc. Customer Support Team

  

  Business Response

  Date: 02/23/2024

  We extend our sincere apologies for any inconvenience you may have encountered, and we are grateful for you bringing your concerns to our attention. At HEP Inc., customer satisfaction is of utmost importance, and we take all feedback seriously.
  Upon reviewing the complaint you filed with the Better Business Bureau, immediate action was taken to address the situation. Our team conducted a thorough investigation, pinpointed areas for improvement, and is fully committed to delivering excellent service. We deeply regret falling short of your expectations.
  To effectively address the issues raised in your complaint, we have implemented corrective measures within our processes. Furthermore, our customer service team has undergone retraining to enhance communication and resolution of concerns. We recognize the significance of your experience with us and are devoted to making it right. Your satisfaction remains our highest priority, and we want to assure you that the concerns raised have been taken seriously and comprehensively addressed.
  We highly value your business and are grateful for the opportunity to rectify this situation. Thank you for your understanding and for granting us the chance to make amends.
  HEP Inc. Customer Support Team

  Customer Answer

  Date: 02/23/2024

  
  
  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 so much for doing everything possible to help me get my home back to working order. 
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/24/2024

  Type:Product 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.

  Purchased a new HVAC unit from Hep in June 2023. Unit went out during the cold weather/snow Knoxville received. Was without heat for a week. Communicated various times with company and still not fully resolved. I'm attaching a detailed timeline and explanation for everything that has occurred. The last technician to visit did state it was an installation issue and it was at the fault of the company. Pending full resolution. Spent $600 on burst pipes and have water damage.

  

  Business Response

  Date: 02/02/2024

  We sincerely apologize for the inconvenience you have experienced with your HVAC unit purchased from Hep in June 2023. We have carefully reviewed the detailed timeline and explanation you provided, and we understand the frustration and discomfort you have endured due to the heating issues during the recent cold weather in Knoxville.
  First and foremost, we would like to express our gratitude for your patience and cooperation throughout this process. We acknowledge that you have been in communication with our company multiple times, and we regret any delays in resolving the issue to your satisfaction.
  To address the immediate concerns, we have expedited the resolution process and will ensure that your HVAC unit is functioning optimally. Our technical team has worked diligently to correct the installation issue and make the necessary adjustments to prevent a recurrence of the problem.
  Once again, we apologize for any inconvenience this situation has caused, and we appreciate your understanding. We are committed to ensuring that you have a fully functional HVAC system and will take every necessary step to rectify the issues promptly.
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to rectify the situation.
  Thank you,
  HEP Inc Customer Support Team

  

  Business Response

  Date: 02/02/2024

  Everything is rectified 

  Customer Answer

  Date: 02/07/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****