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:01/11/2024

  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.

  HEP was hired to replace the siding on my Chimney and while doing so, they performed unauthorized work on roof. They removed a large section of Shingles without my authorization or a change order. I was notified by HEP that the project was complete only to arrive and find three sides of the chimney without siding and a large section of my roof with mismatched shingles. They replace the shingles with a red colored shingle against the black shingles already present. HEP had no authorization to modify any shingles per our contract. They have admitted to their mistake but refuse to correct the error. I told them i would be satisfied if they could repair the roof the make it match 100% like it was before their negligence. They are unwilling to guarantee it will match and are only committed to match it the best they can. I do not want to have a large patch right in the middle of my roof due to the negligence of HEP. I have been more than willing to negotiate a resolution to this issue but HEP refuses to return phone calls and wants to take the easy way out. This was 100% their error which they have admitted. They are just not willing to rectify to make me 100% whole. It clearly states in our contract the scope of work to be performed and any additional work must be approved by the customer.

  

  Business Response

  Date: 01/25/2024

  We appreciate you bringing your concerns to our attention, and we sincerely apologize for any inconvenience you may have experienced. At HEP Inc, we take customer satisfaction seriously, and we regret that the recent project did not meet your expectations. We have thoroughly reviewed the details of your complaint and would like to address the issues raised.
  Firstly, we acknowledge that there was an oversight on our part regarding the work performed on your roof during the siding replacement on your chimney. We understand the frustration this has caused, and we sincerely apologize for any inconvenience.
  Our records indicate that we attempted to address the repair concerns by using the same shingles that are on your roof. However, we understand that you prefer a complete roof replacement to ensure a seamless match.
  In an effort to rectify the situation, we have made the following offers: We have already made repairs without charging you for the additional work performed. Our goal is to ensure your satisfaction with the completed project.
  It is important to note that we are committed to resolving this matter amicably and are open to further negotiation to reach a fair and satisfactory resolution. We value our relationship with our customers, and we want to ensure that you are 100% satisfied with the final outcome.
  Please let us know your thoughts on the proposed solutions. We are available to discuss this matter further and work towards a resolution that meets your expectations.
  Thank you for your understanding, and we look forward to resolving this matter promptly.
  Thank you, 
  
  HEP INC CUSTOMER SUPPORT TEAM 

  Customer Answer

  Date: 02/09/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I still have red shingles on a black/grey roof.   I have attached a picture showing the red shingles that don't match.   I am asking that you refund me the $1,200 dollars I have paid you.   Nothing has been done to rectify the damage to the roof because we have been negotiating an agreement.  You originally offered to replace the red shingles with a color that better matches the existing roof.  Are you still willing to do that?  If you are willing to do that and refund me the $1,200, I think we can reach a resolution.   I think this is more than fair considering this was your error and I am still taking a loss at the end of the day.   

   

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

  

  Business Response

  Date: 02/15/2024

  We have rectified the situation and came upon an agreement.

• Initial Complaint

  Date:12/13/2023

  Type:Billing 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.

  June 1st 2023 HEP came out and replaced the septic drain line from the the house to the septic tank, in the process they damaged the gas line from our propane tank to the house. They said they repaired the gas line and continued to fill in the trenches they had dug. The next month I had the gas company come out and fill up our tank for winter, the tank valve had been turned off since HEP had patched the gas line. I opened the tank valve in preparation to use heating appliances in the house. During the next week I thought I smelled propane when I walked through the yard. At the end of that week I checked the gauge on the propane tank and found it had lost all propane I had put in and more. I called HEP and explained so they sent some one out to check, they decided they would replace the line. Several days and two different work crews later they had replaced the line but not in one full length but two sections and did a lousy job of grading the yard when they filled the trench. I had gas company come back out and refill the tank, after explaining to them why it needed to be filled again so soon they did a $150.oo full system check for free so we would know it was no longer leaking. It cost me $374.49 to have tank refilled. I contacted HEP and asked for reimbursement,I submitted copies of gas bill before and after their repair, several weeks later I received a check for $200.00. When iI asked when I would get the other $174.49 I was told the manager would only authorize $200.00. I feel a reputable company would have done the right thing and refunded me the full amount for propane since it was their fault I had to have it refilled.

  

  Business Response

  Date: 01/10/2024

  We have completed the job and fixed it with the customer- 

  

  Business Response

  Date: 01/10/2024

  We have completed the job and fixed it with the customer-

  Customer Answer

  Date: 01/11/2024

  
  
  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:11/15/2023

  Type:Product 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.

  Aug. 15, 2023, HEP came out to fix my ac.
  I paid $400 to replace the condensation pump. The air did not work well. It finally stopped working.
  
  Aug. 24th, HEP came to fix it. (noon) They said the condensation line was clogged, so they had to “blow out the line.” I was not charged anything, since they should have done it before. The air was fixed.
  
  8:00 pm, my son came home from work, to find that his room was FLOODED.
  
  He followed the flow of water into the garage and to the closet where the ac unit is located. His bedroom wall is adjacent to the unit. Water was pouring out all through my garage and into my son’s bedroom. (We have pictures and video.)
  
  I called HEP and they sent someone out about 9:00 that night. He said, “Here’s the problem.” He picked up the condensation line from the floor, which was spewing water. He said someone forgot to hook the condensation line back up. He hooked it up, used a wet vac, and said that he was putting in an order for someone to come first thing in the morning. They didn’t come.
  
  August 25th, I called to see why they hadn’t come. They said they would send someone. They sent someone that afternoon to take pictures of the damage, but not to fix or check anything. He apologized and said they would make things right.
  
  Aug. 26th, while moving out boxes from the garage and using the wet vac, we found that water was still coming from the ac unit. We called HEP. They sent someone who fixed the drip-line, which was dripping onto the floor.
  
  I have thousands of dollars worth of damage caused by HEP. We have to replace carpet and drywall. We had to miss work to clean up, rent a pod storage unit to salvage what we could from the garage, throw away 2 trailer loads of items, and now we have to clean the ducts and treat because of mold.
  
  I’ve been asking what HEP will do about it since Aug. 30th. They said they would make things right, but they haven’t. They keep saying someone will call me, but they don’t. They need to pay for the damage!

  

  Business Response

  Date: 11/21/2023

  Dear ****** ***,We appreciate your patience and understanding as we have thoroughly investigated the concerns outlined in your recent BBB complaint ********. At HEP Inc., we take customer feedback seriously, and we are committed to addressing your issues promptly and effectively. After reviewing the details provided, we acknowledge the challenges you've experienced during and after our service on March 2nd, 2023. We understand the frustration caused by the water leak and subsequent issues that have affected your property. We sincerely apologize for any inconvenience this may have caused you.
  Upon careful examination of the situation, we want to bring to your attention that during our initial visit on March 2nd, 2023, we encountered pre-existing water damage in the upstairs bathroom. It's crucial to note that the hose to the pump had already come off, and this was not a result of any oversight on our technicians' part. Despite this, we committed ourselves to addressing the challenges you faced and rectifying the issues to the best of our ability. Regarding the water heaters and associated plumbing concerns you raised, we acknowledge that there were issues in the installation process. We sincerely apologize for any oversight on our part and the subsequent inconvenience caused. We have committed to rectifying these concerns promptly.
  However, it is important to bring to your attention that our investigation has revealed that some of the water damage you mentioned existed before our company commenced work on your property. We have photographic evidence that demonstrates the pre-existing condition of certain areas. We understand that these circumstances may be confusing, and we are dedicated to resolving any misunderstandings or discrepancies. In regard to the water bill overages, we understand the financial impact this has had on you. We appreciate your cooperation in providing the necessary documentation. We have reviewed the information and recognize that the situation has caused you financial strain. To address the outstanding issues, we propose scheduling a meeting at your earliest convenience to conduct a thorough inspection and discuss the best course of action. Our goal is to ensure your satisfaction and resolve any remaining concerns you may have.
  Please feel free to contact us at ************ or ********************************* to schedule a meeting or discuss this matter further. We appreciate your cooperation and understanding. Thank you for bringing these concerns to our attention, and we look forward to working towards a resolution that meets your satisfaction.
  Sincerely,
  HEP Inc.

  Customer Answer

  Date: 11/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  While I strongly disagree with the gross mischaracterization you’ve presented on the matter, I look forward to speaking with you about this face to face.  I have only ever sought to discuss this with you so that an amicable agreement may be reached to settle this dispute.  I also look forward to clarifying any lingering confusion you may have on the dates and situation we are discussing, as your earlier response does not indicate that you’re totally familiar with the goings on here.  It’s a shame that it took reporting you to the Better Business Bureau to get an actual response.  Nonetheless, I will call to set up a meeting, if you answer, and eagerly await your response.
  
  
  
  Sincerely,
  
  
  
  ****** ***

  

  Business Response

  Date: 12/04/2023

  Dear ****** ***,
  We appreciate your patience and understanding as we have thoroughly investigated the concerns outlined in your recent BBB complaint ********. At HEP Inc., we take customer feedback seriously, and we are committed to addressing your issues promptly and effectively. After reviewing the details provided, we acknowledge the challenges you've experienced during and after our service. We understand the frustration caused by the water leak and subsequent issues that have affected your property. We sincerely apologize for any inconvenience this may have caused you.
  Upon careful examination of the situation, we want to bring to your attention that during our initial visit, we encountered pre-existing water damage. It's crucial to note that the hose to the pump had already come off, and this was not a result of any oversight on our technicians' part. Despite this, we committed ourselves to addressing the challenges you faced and rectifying the issues to the best of our ability.
  However, it is important to bring to your attention that our investigation has revealed that some of the water damage you mentioned existed before our company commenced work on your property. We have photographic evidence that demonstrates the pre-existing condition of certain areas. We understand that these circumstances may be confusing, and we are dedicated to resolving any misunderstandings or discrepancies. We appreciate your cooperation in providing the necessary documentation. Our goal is to ensure your satisfaction and resolve any remaining concerns you may have.
  Please feel free to contact us at ************ or ********************************* to discuss this matter further. We appreciate your cooperation and understanding. Thank you for bringing these concerns to our attention, and we look forward to working towards a resolution that meets your satisfaction.
  Sincerely,
  HEP Inc.

• Initial Complaint

  Date:11/14/2023

  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.

  We called on march 2nd 2023 and has been a disaster since. We have had nothing but trouble. After a month to complete the job, not having water for days at a time, the very night they finished, the upstairs bathroom leaked down onto the ceiling again. They didn’t tighten a pipe. Next time, we seen that they did NOT hook up both water heaters that were both hooked up when they started the job. They came back and hooked it up. Used the wrong size pipe, didn’t put in a pop off valve so one water heater built up so much pressure it cause a major leak-luckily it was running outside on the ground. Called it in-******* came said it was definitely their fault and it would be some time before they could fix it. So he left the water running for 5 more days before they came back to fix the leak this time. Our water bill was $325 higher than normal for sept and $165 higher for October. I sent in all the paperwork and they asked me to sign a waiver and take $185 as a refund. That doesn’t cover half of the overage for our bill. These people will lie to you, cut corners, not do what they are paid to do. The problem started upstairs in the bathroom. The overflow for the bathtub is still not hooked up so if you take a bath, it overflows and drains down in the ceiling. I have asked them to pay for the overage for the water leak since it was no doubt their fault but they refuse. 8 months of going days without water and they absolutely do not care. I don’t know how many more times we have had to have them come back for no pressure in the other bathroom, no hot water, this list goes on! I have pictures of all the befores and afters and also a video of the water flowing out into the ground. As you can see, some of the pipes were never even hooked back up.

  

  Business Response

  Date: 11/21/2023

  Dear *** *** **** *******
  We appreciate your taking the time to share your concerns with us regarding the recent plumbing work we performed at your residence. We understand the challenges you've experienced, and we sincerely apologize for any inconvenience caused. Upon reviewing your complaint, we acknowledge that there were issues during the course of the project, and we regret the impact it had on your daily life. It's important to note that we have already taken steps to address the problems you raised. We value your feedback and are committed to ensuring that our customers are satisfied with our services. We have rectified the plumbing issues, and we trust that the corrective measures we implemented have resolved the issues to your satisfaction.
  Regarding the billing concerns, we want to emphasize that we take customer satisfaction seriously. We recognize the impact on your water bill and utility costs and, as a gesture of goodwill, we offered a refund of $185. This amount was determined based on our assessment of the situation and the costs involved. It's crucial to mention that we have already discounted $2,000 from your account, bringing your total cost for the job down to $5,460. Our team has invested significant time and resources into your project.  Despite these challenges, we have worked diligently to address your concerns and provide quality service. We understand your desire for additional compensation, but our offer of $185 is a fair and reasonable resolution. We have previously agreed on this amount with both ******, our installation manager, and yourself. We have also considered your previous interactions with our team, such as the positive 5-star reviews you left on our Google account. We want to assure you that we are committed to customer satisfaction, and we believe the steps we've taken demonstrate our dedication to resolving any issues promptly. If you have any further concerns, please feel free to contact us directly at 865-210-8426 or [email protected], and we will do our best to address them.
  Thank you for your understanding and the opportunity to rectify the situation.
  HEP Inc.

  

  Business Response

  Date: 01/10/2024

  We have rectified everything- Everything is completed and solved 

  Customer Answer

  Date: 01/10/2024

  
  
  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. They did come out and fixed the leak. So far this time everything seems to be working as it should. I appreciate them doing what needed to be done! They agreed to reimburse what I asked for in regards to the overage in water consumption so we are currently waiting on them to send that check.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/29/2023

  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.

  Around Christmas 2021, I hired HEP to fix a plumbing issue. Water was coming out of the bottom of the toilet. After charging me $860, they did not fix the problem (couldn't find it) and left me in worse shape than before. They left that toilet uninstalled, stating if they reinstalled, it would be an additional charge when they came back if it needed to be removed again. Part of the $860 was a $275 deposit to come back and run a camera, which they never did. When they didn't show up to do it as and when promised, I had to cancel that portion of the service because they shut off the water to the entire home and I needed someone who could complete the job. I tried to make contact multiple times and couldn't get one person to respond. Even emails were bouncing back and when I was asked to contact a particular individual, they would not answer the phone after repeated tries. (I believe their voicemail was full as well.) I had to turn around and pay someone else to fix the problem and finish the work they did not.

  

  Business Response

  Date: 10/30/2023

  I am writing in response to the BBB complaint filed against HEP inc regarding the services provided around Christmas 2021. We appreciate the opportunity to address the customer's concerns and provide a detailed account of the events that transpired.
  
       Initial Plumbing Service:
  The customer hired us to address a plumbing issue where water was coming out of the bottom of the toilet. Our initial assessment led to an attempt to clear the drain stoppage, which was conveyed to the customer before commencing any work. The customer agreed to the quoted price with a clear understanding that drain unclogs or attempts to do so are not covered by a warranty due to their inherent nature of potentially recurring issues.
  
       Camera Inspection:
  A part of the service agreement involved a $275 deposit to perform a camera inspection of the plumbing line. This service was offered to the customer, with the option to apply the deposit as a credit toward a larger job if needed. On December 23, 2021, the customer canceled the camera inspection appointment, citing that the issue was resolved. Subsequently, we promptly refunded the $275 deposit as per the customer's request.
  
       Communication and Timeliness:
  We understand the customer's frustration with communication issues and difficulties in contacting our team. However, it's important to note that our intention is to perform the work only after the customer agrees to the price and terms. In this case, when the customer canceled the camera inspection appointment, the work associated with it was discontinued.
  
       Duration of Complaint:
  The customer's complaint was submitted nearly two years after the initial service, which did not carry a warranty due to the nature of drain unclogs. The timeframe and the fact that the issue was classified as an attempt to clear the drain further complicate the situation.
  
       Refund for Attempt to Clear Drain:
  Given the above points, we must emphasize that we cannot provide a refund for an attempt to clear the drain, especially when dealing with an issue that occurred two years ago and was understood to not come with a warranty. At HEP inc, we take our commitment to customer satisfaction seriously and aim to provide transparent and quality services. In this case, the services rendered were performed based on the customer's consent and understanding of the work involved.
  
  We appreciate the Better Business Bureau's role in facilitating communication and resolving disputes, and we remain committed to addressing any concerns or misunderstandings that may arise. Our goal is to ensure a positive experience for all of our customers, and we hope that this response clarifies the events and circumstances surrounding the complaint.
  Should the customer have any further questions or require additional clarification, we are available to engage in further discussion to reach a satisfactory resolution.

• Initial Complaint

  Date:07/24/2023

  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 had HEP install a sump pump in my basement for a cost $3,300 A year and a half later my toilet in my basement would not flush and would not plunge free. I called them and the technician came and and said the pump was running but not pumping and was bad (without actually looking at the pump)He said it would be $3,600 this time as “it was not under warranty.” I told him the pump prior to the one they installed lasted nine years and that I did not have $3,600 for a new one and that I think this is unacceptable. He said there was nothing he could do. I only want them to stand by work this expensive for a reasonable amount of time. He I still had to pay $68 for him just showing up. This is not my first experience with them. They came out on another occasion to inspect HVAC and tried to get me to pay $5,000 for a new unit that was still running. That was two years ago and it is still running.

  

  Business Response

  Date: 08/05/2023

  Response to Complaint No. ******** dated July 21, 2023
  
  Dear Mr. ******, 
  
  We received your complaint filed on the above date regarding the sump pump issues you had experienced at your residence, located at , Knoxville, Tennessee, and the quoted cost for repair and replacement of said sump pump by HEP, Inc. After a thorough investigation of the complaint you filed regarding the sump pump issues; we would like to clarify the details of our service agreement and the warranty provided.
  
  On July 21, 2023, our technician arrived at your property to thoroughly assess the situation. According to our technician's report, the pump's impeller is possibly blocked or broken, causing the pump to run constantly without pumping correctly. This detailed examination was carried out with utmost professionalism, and we trust our technician's judgment in this matter. Furthermore, as stated in our service agreement, the sump pump installed in your basement has a 1-year warranty. Since the pump failed almost two years after the installation, it falls outside the warranty period. At the same time, we understand that this may be frustrating, especially given the significant cost involved. Please understand that our pricing reflects current market conditions, the quality of our materials, and our commitment to adhering to industry standards.
  
  We recognize that this may not be the resolution you were hoping for, and we understand the challenges this situation has posed for you. However, our responsibility is to ensure consistency and fairness in our business practices, and we must respectfully maintain our position on this matter.

  Customer Answer

  Date: 08/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There was not a "detailed" examination. The technician only unplugged the pump, and then decided it was bad. He never opened the pit or removed the pump to examine it to determine if it was indeed defective, if it was simply clogged, or if it could be repaired for less money. I still have the box the pump came in and it can purchased online for $472. This means they means they are wanting to charge $3,128 in labor which is price gouging. I have found several other plumbers who will charge only $500 in labor, which is a fair price. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/07/2023

  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.

  HEP installed an HVAC unit in my attic in 2017 they didn't register it so I am limited to a 5 year warranty instead of a 10 year. We just now found out about this as it's the installers job to register the units when installed. So now my unit needs a new coil costing $1,750.00 or so and they won't even call me back to discuss anything. Some how they put me on a "do not service" list and I don't know why.

  

  Business Response

  Date: 08/05/2023

  Response to Complaint No. ******** dated July 7, 2023
  
  Dear Mr. *******, 
  
  We received your complaint filed on the above date regarding the HVAC installed by HEP, Inc. at your residence, located at 1911 Trent Valley Lane, Knoxville, Tennessee. We have conducted a detailed investigation regarding the issues related to the HVAC unit we installed and would like to respond to your concerns.
  
  We acknowledge your concern about the limited warranty on the unit. However, our records indicate that the issue you are experiencing with the coil would not have been covered under warranty, even with a 10-year term. We understand this may be disappointing, and we deeply regret any confusion surrounding the warranty registration process. As a gesture of goodwill, we offered to carry out the necessary repairs on the coil at a discounted price. However, we understand that you opted to engage the services of another company, which subsequently voided the existing warranty on the unit. Furthermore, we were forced to move you to a "Do Not Service" (DNS) list, a decision we did not make lightly but due to the gravity of the situation where you opted to engage in aggressive behavior, as reported by our team. We were left with no recourse than to place your account on our DNS list. 
  
  While we strive to maintain positive relationships with our customers and work towards amicable solutions, the current circumstances have led us to a point where we are unable to proceed with any further service for your HVAC unit. We stand by the decisions and actions taken as they align with our company policies and industry standards.

• Initial Complaint

  Date:07/03/2023

  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.

  Plumber came to my house to fix a plumbing stoppage. Plumber ran a snake through pipe and I paid $888 for services. Plumber wasn’t able to fix my problem but quoted me almost $6000. Plumber said I didn’t have a ground level clean out and needed one and that I had T plumbing pipes and it needed to be fixed under my house completely. This quote was almost $6000. Plumber also let toilet drip and it went into my underpinning and will need to be fixed. I got a second opinion from another plumbing company and the second company came to my house, took detailed pictures and videos. Showing me that 1) I DO in fact have a ground level clean out that is accessible. (This company was even able to access it) so the quote for $2900 was a complete lie and scam. 2) there is absolutely nothing wrong with the pipes under my house, showed me pictures and a detailed video explaining that my pipes were not T pipes and they were completely fine and didn’t need any work. So the second quote of $2900 was also a lie and a scam. I called to speak with the manager and asked to see my charges, I was double charged for a travel fee which I have yet to be refunded for. The manager did not call back. I called 3 more times and finally got a manager. Who wouldn’t let me speak and continued to talk over me. I calmly told him I wasn’t calling to argue I would just appreciate it if I could have my money back because I feel as though I have been scammed. He refused to give my money back or listen to my concerns or try to help me fix the issue. I asked to speak to the owner and I have not heard back yet. I think that this was a major issue because if I didn’t trust my gut and get a second opinion I would have paid $6000 out of pocket to “fix” two major things that weren’t even broken… I only had a stoppage. I want my money back and I’d like them to fix the damage to my flooring that they caused as well.

  

  Business Response

  Date: 07/12/2023

  Response to Complaint No. ********, dated July 3, 2023
  
  Dear Ms. *****,
  
  We received your complaint filed on the above date regarding issues with the plumbing repair completed by HEP, Inc. at the residence located at t, Kingsport, Tennessee. While we understand your concerns regarding the discrepancies between our technician's assessment and the second opinion you sought, we aim to provide transparent, fair, and accurate service at all times, and it's disheartening to hear you feel this has not been the case. We've taken your concerns seriously and have wanted to investigate the claims. For this purpose, we requested visual evidence, such as pictures or videos, to understand the situation clearly. This visual documentation would enable us to take corrective action, if required, or clarify any misunderstandings.
  
  Additionally, we offered to dispatch another technician to reassess the situation at no extra cost. This step would give us a firsthand understanding of your concerns, allowing us to resolve the issue promptly and effectively. Unfortunately, you declined both of these proposals. We would like to stress that our request for visual evidence and a follow-up site visit is intended to ensure fairness and clarity in resolving this issue. Without these, confirming your claims and taking the necessary steps toward a resolution becomes significantly more challenging.
  
  We remain committed to addressing your concerns, and we sincerely hope you will reconsider our requests, as they are crucial in enabling us to navigate this situation fairly and satisfactorily for all parties involved.

  Customer Answer

  Date: 07/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The “manager” who I spoke with told me there was, “no reason for him to come out if another company was already coming out to fix the issue”. I’m rejecting the statement because what is being told is still not true. I have asked to speak to the owner and have YET to speak to them. Also, I would like the fact that your technician Joe left my toilet leaking and damaged my underpinning because of his mistake. I do have pictures and videos of the damage and I DID in fact offer to show them but would not send them. If you would like I am MORE THAN HAPPY to come in person and show pictures and videos :) 
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service 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.

  HEP came out last month to investigate why there was a water leak from my air conditioner located in the attic over my garage. There was water on the floor of attic and it was leaking into drywall ceiling.
  They came and said it was due to air ducts around air conditioner that were separating and causing condensation. Estimated that it would take $4,000 to replace and fix the ducts. I gave them a $2,000 deposit and schedulede the work.
  Fortunately, a seasoned supervision came to the job the day of repair and said that was not the problem at all. When HEP in stalled the unit 18 months ago, they failed to connect the condenser to the air conditioner properly, using only duct tape to hold it. The tape failed and the condensed water dripped onto my floor and ceiling rather than being discharge out the tubing.
  They fixed the problem attaching the condenser with screws as it should have been done.
  Said it would be covered under warranty. It took several phone calls and two weeks to finally get my deposit returned.
  A technician was scheduled to come out and assess the damage from water. He never showed up or called. I rescheduled another appointment, but like the first, no one showed up that day either. Nor did I receive a phone call even after five attempts to contact them. When a supervisor finally called me at the end of the day, I was assured that I would get a call from the supervisor shortly. Nope, no call.
  Awful customer service.
  This is not first time HEP has done this to me.

  

  Business Response

  Date: 08/03/2023

  Response to Complaint No. ********, dated June 12, 2023
  
  Dear Mr. *****,
  
  We received your complaint filed on the above date regarding issues with the HVAC repair completed by HEP, Inc. at the residence located at Knoxville, Tennessee. Our technicians arrived at your residence on June 20 - 22, 2023, and performed the necessary work to ensure the issues you had experienced were correctly resolved. Thank you for allowing us to resolve this situation, and we are pleased to know you are satisfied with the finished work.   

  

  Business Response

  Date: 08/07/2023

  Response to Complaint No. ********, dated June 12, 2023
  
  Dear Mr. *****,
  
  We received your complaint filed on the above date regarding issues with the HVAC repair completed by HEP, Inc. at the residence located at  Knoxville, Tennessee. We appreciate you taking the time to work with us to resolve the issues you have experienced. We have been able to not only repair your HVAC issues but have come to an amicable resolution regarding your ceiling drywall. Thank you for allowing us to resolve this situation, and we are pleased to know you are satisfied with the finished solutions.   

  Customer Answer

  Date: 08/15/2023

  HEP has not sent me the check they promised to send per their text message dated August 7th. That is why I waited to reply to your message. Complaint is still open and unresolved until I have received check, deposited it and it has cleared. 

• Initial Complaint

  Date:05/02/2023

  Type:Customer Service 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.

  On 3/28/23, HEP installed a second ground for my house for $1593. The technician, who failed to notify that he was here, only came up to my door after it was “completed”, to get my signature on two documents and left. A few days later, when I was mowing my lawn, I saw the work he had completed which turned out to be running the wire in the middle of my yard, creating a tripping hazard and making me unable to mow that area without cutting the wire. On 4/9, 4/16 and 4/28, we attempted to contact the company via email to have them rewire it so as to not have a tripping hazard in the middle of my yard but have yet to be contacted. Every email has gone ignored, I’m just trying to make my yard safe for my children and anyone who may be on my property.

  

  Business Response

  Date: 05/19/2023

  Response to Complaint No. ********, dated May 2, 2023
  
  Dear *** ************
  
  We received your complaint filed on the above date regarding issues with the Electrical service that was performed by HEP, Inc. at the residence located at *** **** ***** ****** *********. While we understand your frustrations with the wiring location, we have since resolved the issue and provided you with an improved solution to ensure your wires were appropriately buried and there were no tripping or mowing issues. On May 2, 2023, our technicians arrived at your residence. They performed the necessary work to ensure your wiring was appropriately covered. Thank you for allowing us to resolve this situation, and we are pleased to know you are satisfied with the finished work.