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:03/22/2023

  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.

  On Feb. 22, 2023 I signed a contract with HEP Inc. to install a replacement HVAC system. The total amount of the contract was $10950 and the company accepted a credit card deposit of $5475. This transaction was processed on March 1. The company sent installers to my house on March 6. After inspecting the job to be done, they declared that they could not do it for the quoted price. The job had been throughly explained to and inspected by the company's sales person, Chris Thomas, prior to the the contract, so this was a mistake on their part. HEP was supposed to convert my system from a package unit to a split system. The installers claimed that the price quoted would have been appropriate for a system replacement, but not this type of conversion.
  We attempted to come up with a different system that would be acceptable, but it became clear to me that that HEP was not interested in meeting other quotes I had received for the job. I decided to have another company install my HVAC system. I consider the contract to have been broken by HEP, not cancelled by me. Now, HEP is delaying refunding my deposit. I requested that they refund the deposit on March 9, it is now March 21. I have contacted the company several times about this, and each time I am told they will have someone call me. I have yet to receive a call back about the refund. I have disputed the charge with my credit card company.
  I am attaching my signed contract with HEP Inc., an invoice they sent me showing the $5475 that I paid, and a receipt from the company that actually installed my new HVAC system.

  

  Business Response

  Date: 04/20/2023

  Response to Complaint No. ********, dated March 22, 2023
  
  Dear Mr. ******,
  
  We received your complaint filed on the above date regarding issues with the refund for the canceled HVAC contract that was to be installed by HEP, Inc. at the residence located at **** ********* *** ********** *ennessee. While we understand your frustrations with the duration of the refund process, we want to reassure you that your refund was being processed. On March 10, 2023, your refund request was submitted, and then on March 24, 2023, your refund process was completed, and the refund was issued to you. Thank you for your understanding and patience as we processed your refund. 

  Customer Answer

  Date: 04/21/2023

  
  
  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. Please note that the business told me to expect the refund to be processed in 7 to 10 days (it took 14) and that the business was not responding when I attempted to contact them to follow up.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/10/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday March 5th, our septic system failed. On Tuesday March 7th, H.E.P. Septic Service was supposed to be at our home in Talbott to pump our septic tank. We received a text saying the trunk would be at our home between the hours of 8 am and 1 p.m. (No later than 1 p.m.). They never showed up. I called H.E.P. more than four times that afternoon begging them to please be courteous and respectful enough to at least have the driver call me and let me know approx when and IF he was coming to our home that afternoon. They refused. They said "It doesn't work that way." I waited even longer and called and requested to speak to the supervisor. They refused. They said a supervisor would call me. It never happened! By 4 pm I was so stressed out I called and very angrily told them to just refund the $500 that I had paid over the phone on my credit card. Then and only then did a field supervisor call me. He gave an excuse that he didn't call me hours ago because "he was busy." He asked if I would give him an hour to see if he could get the pump truck out to my home. I said ok. I called him an hour later and he said no one was coming today. The next morning H.E.P. woke me up very early and said the truck was on the way. I said, no thanks....I am NEVER doing business with H.E.P. again. I called another company and they came right out that day and charged half what H.E.P. was gonna charge. And, they were VERY RESPECTFUL and considerate of us as it was so stressful not being able to go to the bathroom in our own home for three days! This morning I called H.E.P. and asked for a refund of the $500 to my credit card, the receptionist would NOT let me talk to the business office. Said they would call ME. Sounds like another lie, therefore, I am sending the owner Bill Hitchcox a CERTIFIED LETTER today demanding the return of my $500. All this company had to do was to be professional and considerate of my wife and I by COMMUNICATING with us about their real timeline and if they were NOT coming!

  

  Business Response

  Date: 04/20/2023

  Response to Complaint No. ********, dated March 10, 2023
  
  Dear Mr. *******,
  
  We received your complaint filed on the above date regarding issues with the refund for the canceled HVAC contract that was to be installed by HEP, Inc. at the residence located at **** **** ****** ******* ******* Tennessee. While we understand your speculation regarding your refund request, we would like to inform you that your refund request was submitted on March 10 and finished processing on March 30, 2023.
  
  

  Customer Answer

  Date: 04/20/2023

  
  
  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.

   

  After consulting an attorney and him writing the company, the company FINALLY refunded the money. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:02/07/2023

  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.

  I called Hep A on November 28, 2022 in regards to a plumbing issue that occurred over that weekend where my bathroom fixtures including two commodes and a shower had backed up water and sewage. The iron pipes in my home were obsolete and needed to be replaced About 8 years ago, Pipe Wrench Plumbing had installed new incoming pipes from the curb to my house and it was now time to replace the outgoing pipes. Even though I had half the work completed by installing the outgoing pipes, I was desperate and let Hep A do the job for $15,000. I have since priced this service and had friends get estimates and that price is for a complete replumb so they did not bother to cut that cost as they should have. I know I signed the contract and have been paying for it which is a considerable expense. Hep did a reasonable job on the plumbing My problem is not the installation but my yard is a mess. It was raining a lot in December and three different Hep lawn crews came out but it was just too wet and muddy to do a good job. I had a huge 10 ft deep trench in my yard for 3 weeks and the Homeowners Assoc here in West Hills called me because that was a safety issue. The third worker who came out got his tractor stuck in the mud. My neighbors witnessed a loud sound and watched the whole culvert collapse due to his carelessness. He ended up damaging KUB's pipe so KUB fixed that part I signed off on the job so Hep could get their money and they told me they wouldt fix my yard when it dried out. I have copied part of my text conversation with them.. they told me to call when the lawn was drier, At first, they took my calls and now they are ignoring me when I called . I am 68, my husband died 3 years ago and I am so angry that women like me are taken advantage of. I will never talk to a service provider on my own again because companies like this don't think its important to live up to their promises.and they can overcharge someone like me who is alone and foolish (obviously)

  

  Business Response

  Date: 02/23/2023

  Response to Complaint No. ******** dated February 7, 2023
  
  Dear *** ********
  
  We received your complaint filed on the above date regarding issues with the lawn resurfacing due to the plumbing re-pipe that was completed by HEP, Inc. at the residence located at *** ********* ***** ********** ********** We understand your frustrations with the condition of your lawn and the unfortunate weather delays in completing the courtesy grading. However, we are happy we resolved the situation for you on February 9, 2023. Thank you so much for helping us resolve this situation, and we are pleased to know you are satisfied with the finished work.

  Customer Answer

  Date: 02/27/2023

  I had knee replacement  surgery on November 8th and my plumbing failed on the Saturday after Thanksgiving..  I called Hep A and they came out on November 28th. Complaints about the work aside (not happy); I received an estimate of $8100.  I signed something and never got a copy of it.  I remember complaining about it to the guy and I got some kind of paper the next day but it did not have my signature..  I now have a bill of $14500.  I was still recuperating from my surgery.  Would they please send me a copy of the paper I signed initially.  I may be wrong but I don't understand what went wrong.  They have sent me 5 times the work completed order that shows my scribbled signature so I am aware I stupidly signed a completion order which is on me.  

• Initial Complaint

  Date:02/06/2023

  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.

  Plumbing contractor failed to perform all work described in the quote and refuses to refund monies for work not completed. Work not performed: 1) Pipes were not placed inside wall (see images 0724 and 0726; 2) Outside vent for disconnected drain line was not capped below ground level (see image 0728); 3) Existing spigot protruding from ground level was not capped (see image 0730); 4) Washing machine vent was not installed (see image 0733 shows no drywall penetration where vent should have been installed).

  

  Business Response

  Date: 02/24/2023

  Response to Complaint No. ******** dated February 6, 2023
  
  Dear Ms. ****,
  
  We received your complaint filed on the above date regarding issues with the roof repair that was completed by HEP, Inc. at the residence located at While we understand your concerns regarding the quality and completion of the contract, we have offered to have a technician evaluate the situation and attempt to resolve the problem. Unfortunately, you opted against the evaluation and said you would be contacting the BBB instead without even trying to resolve the situation. Furthermore, on January 3, 2023, you signed the Completion of Contract document stating that you were happy with the work that was performed and that all work was completed. This form even explicitly advises the consumer to refrain from signing if they are unhappy with the workmanship or feel the job is incomplete, yet you signed it on January 3, 2023. Should you choose to move towards an actual resolution, we will happily have our technicians evaluate the situation.

• Initial Complaint

  Date:01/30/2023

  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.

  On 12/29/22 HEP came out and installed a tankless water heater. The water was taken several minutes to get hot, and the water heater was really loud. After multiple phone calls and almost 2 weeks they finally agreed to exchange the water heater. I decided I didn't want to take any more chances with the tankless water heater, so I told them to bring me a tank water heater. After they finished installing the water heater the guy mentioned that he thought I had a water leak in my wall or in my floor. At that time, I told him if I have a leak, they caused it because I didn't have a leak before they came. I called the water company and the following week he came out and checked my meter and after some research he concluded that there was something going on with the water heater. I contacted HEP again to let them know what he said, and they sent somebody out and he said there was a leak under my slab and the warranty wouldn't cover it. I called several times to speak with a manager and told them they caused the leak when they drilled the hole in my floor. After countless attempts to get a return call nobody called me back. That left me no choice but to contact another plumber to repair the leak because it was costing me money.
  On 01/23/23 Mike from Daniel Plumbing came out and he confirmed that when the guy from HEP drilled in my floor he hit a water line and was shocked that he left it that way. He came out the next day, jack hammered my floor and made the repairs. I decided to purchase a water heater from him as well because I didn't want to do business with HEP anymore.
  I contacted HEP and told them to come pick up their water heater and again I was told they would call me back but again no return call.
  I paid HEP a total of $5k and I'm currently disputing that with my credit card company. I also want the money I spent on the repairs ($5325), my excessive water, sewer and gas bills. They caused all of this, not me so I shouldn't be left paying all these charges.

  

  Business Response

  Date: 02/21/2023

  Response to Complaint No. ******** dated January 28, 2023
  
  Dear Ms. ******,
  
  Response to Complaint No. ******** dated January 28, 2023
  
  Dear Ms. ******,
  
  We received your complaint filed on the above date regarding issues with the plumbing and water heater that was installed by HEP, Inc. at the residence located a* **** ****** ******* *** ************ Tennessee. While we understand your frustrations with your water heater and plumbing, we have more than graciously met you at every feasible request. On January 2, 2023, we installed a brand new tankless unit at your residence; then, on January 13, 2023, we transitioned you to a traditional water heater, as you requested. After installation, we only received one phone call from you regarding your brand-new tankless unit on January 11, 2023. When our tech arrived at your location on January 12, 2023, you requested the older style unit, which we exchanged and installed the following day, on January 13, 2023.
  
  Furthermore, prior to the traditional water heater installation, you informed our technicians of an existing leak. Upon investigation, it was found that the leak was seven feet away from the original drilled installation location and therefore was not caused by any of our work. Therefore, while we understand that you weren't satisfied with the tankless unit, we have not only gone above and beyond by exchanging your unit but further by refunding you for the difference in units. Furthermore, we are not liable for a pre-existing plumbing leak located seven feet from any drilling or installation on our part.

  

  Business Response

  Date: 02/24/2023

  Response to Complaint No. ******** dated January 28, 2023
  
  Dear Ms. ******,
  
  We received your complaint filed on the above date regarding issues with the plumbing and water heater that was installed by HEP, Inc. at the residence located at **** ****** ******* *** ***********, Tennessee.
  In your response, accusations were made regarding calls about issues with the water heater. In this situation, you are correct that you called multiple times. However, the majority of those calls did not pertain to any issues with your water heater; instead, they were repetitive questions regarding a differential refund that was being processed at the time. Factually, the only calls received regarding water heater issues were as follows: December 28, 2022, to set up an appointment; January 9, 2023, a problem with the tankless unit; January 11, 2023, requesting tankless be exchanged for the traditional unit; and finally January 20, 2023, regarding the pre-existing leak. Furthermore, as previously stated, we are not liable for a pre-existing leak that is seven feet away from any drilling or installations completed by HEP, Inc. at the residence in question.

  Customer Answer

  Date: 02/27/2023

  
  
  Complaint: ********
  
  You are still not being truthful but if you are going to stick your story and refuse to accept responsibility for your employee's mistake there's no sense in us going back and forth through the BBB. Have a nice day and I'll be in touch.

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

• Initial Complaint

  Date:01/11/2023

  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 called HEP to look at an issue with my heating on my HVAC unit - they told me I needed a new unit. I purchased a new HVAC unit with HEP in Jan 21 and they checked in shortly after to see how it was working. I said I was happy with the install etc but a little concerned about the heating of the new unit, as it seemed to be constantly running but struggling to keep up with the setting of 67 degrees. They told me this was normal when it was very cold outside. I took their word for it, albeit a little disappointed with the new machine.
  Summer comes around and the machine works great. Winter 21/22 comes around, and the machine is struggling again anytime the temperature outside drops below 35/36. I called HEP and they sent Patrick out to look at it. He said the machine was working fine and explained that when it was really cold outside these machines were unable to keep up.
  Dec 22, my house was 47 degrees on Christmas Eve. I call HEP, they come out discover there is a problem with the unit and a part needs replaced.
  They say they will cover the cost of the part (its under warranty) but I will need to pay for the freon and the labor - $1600. I ask to speak to a manager and am told I will receive a call the following morning Fri 6th Jan. Heard nothing, so I called in the afternoon and then the Service Manager called me back. He said they would cover the Freon as its included in the parts warranty but I would need to pay labor - $600. I again explain that I shouldn't have to pay that as the unit has never worked effectively from the beginning. He says he will talk to his manager and call me back on Monday. I didn't hear anything so late afternoon i call back and then get a call from ****** - we essentially have the same conversation we had on the Friday and he says he will speak to his manager and call me back today (Tuesday). I still haven't heard anything despite sending an email. All the while my HVAC unit is running constantly and my house is freezing.

  

  Business Response

  Date: 01/27/2023

  Response to Complaint No. *******, dated January 11, 2023
  
  Dear *** *****
  
  We received your complaint filed on the above date regarding issues with your HVAC unit that was installed by HEP, Inc. at the residence located at *** ****** ***** *********, Tennessee. We have graciously attempted to come to an amicable resolution regarding your heating issues with your HVAC system. Due to the unit being outside the labor warranty window, we have offered you a warranty on both the freon and the part required to repair your unit. However, you declined our assistance. Furthermore, in regards to your allegations that it has been nine days since your service date of January 5, 2023, and you have had zero contact from us, not only have we contacted you several times attempting to come to an amicable resolution but our management team spoke with you the day you filed this allegation. While we would have liked nothing more than to have reached an amicable resolution,  you refused to meet us halfway at every opportunity.

  Customer Answer

  Date: 01/30/2023

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

   

  That is complete and utter lies. I received one call from your "collections" department. You incorrectly installed the unit, and then couldn't figure out what was wrong with it for two years and were going to make me pay $1600 for something that still wouldn't have fixed the problem. I now know you are liars as well as being totally inept.

  No further communication required. HVAC is working great now thanks to another company for a $60 fix. Will never do business with HEP again. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:12/31/2022

  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. Allred hep because water stopped going into my toilet. I was told it needed a new pump more than likely. They sent a plumber out that night. When he got here he turned on the shower and it made a weird sound. He said you need an actuator. He went into the garage and sat in the truck awhile. I thought it was because he was cold. He replaced the actuator. Looked at the toilet and said it was a tight squeeze to replace the pump and suggested I wait until temps warmed. He left. Now all of my plumbing was frozen. I located my pipes and placed a heater on them. The next morning all worked. But now I have a new actuator that is leaking. I called to ask for someone to fix it and no call back. I called again and was told they would put me on the schedule. Then I got a phone call saying it would be days from now and I would be charged another fee to fix what was properly installed. I'm only in town for a few days and they cannot accommodate me sooner and they want to charge to repair something they installed that turns out I didn't need

  

  Business Response

  Date: 01/18/2023

  Response to Complaint No. *******, dated December 31, 2022
  
  
  
  Dear Ms. ******,
  
  
  
  We received your complaint filed on the above date regarding issues with your plumbing and the actuator that was installed by HEP, Inc. at the residence  Tennessee. On December 30, 2022, our technicians arrived at your residence and repaired the leaky actuator. While we understand your frustration with the potential charge, we have counseled and corrected how our customer support team refers to any potential charges that may occur beyond the standard warrantied repair. Furthermore, we know you certainly understand, having experienced the weather event firsthand, that our team was working day and night to get everyone serviced as efficiently and thoroughly as possible. With that in mind, we placed you on the schedule for the earliest appointment possible. In addition, our team has submitted a reimbursement request on your behalf and notified you via phone. We are glad we could come to a resolution and ensure your plumbing is working impeccably.
  

• Initial Complaint

  Date:12/27/2022

  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.

  In November 2021, they installed a new heating/air conditioner unit for nearly $9,000. Since October of 2022, we've had technicians out 6 times to fix our heat. It's now Christmas Eve, 10 degrees outside and we again have no heat. We have a 6 month old baby. HEP is trying to charge us $300 to visit plus cost of repairs (or no cost of repairs just $300 if we're under warranty... but they can't tell us whether we're under warranty or not... only the technician can once we pay $300! Once we pushed back they told us they don't even do warranty calls on weekends, so no matter what it'll be $300+ cost of repairs). The last tech that came told us the issue was now that the previous HEP tech had randomly cut some wires. This is completely unacceptable.

  

  Business Response

  Date: 01/10/2023

  Response to Complaint No. 8080169, dated December 27, 2022
  
  **** *** ********
  
  We received your complaint filed on the above date regarding issues with the HVAC unit that was installed by HEP, Inc. at the residenc* ******* ** **** ******** *** ********** *********. While we understand your frustrations with being without heat and the issues you have experienced with your unit, we have since resolved the issue and provided you with a working HVAC unit that produces heat. On December 29, 2022, our technicians arrived at your residence. They performed the necessary work to ensure your unit would work correctly and provide you and your family with much-needed warmth.

• Initial Complaint

  Date:11/28/2022

  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.

  had a tech come out approx 6 week because my heat wasn't working. supposed to come out between 1-6pm. I get a call at 730 saying he is on his way but about an hour and a half away did I still want him to come out. He came out said that a fuse had went bad and service fee and new fuse was $225. The very next day the unit went out again so I called them again. Asked if there was going to be a service fee and was told "that's up to the tech that comes out" The tech when he got there stated that the system was not new it was used and had poor installation needed to be replaced inside and out. So they then scheduled for someone to come out and do an estimate for a new unit. The next day when the installers came out they were super nice. The only issue I had with them was the cut in the wall they done just enough to get the unit in but didn't really make it a clean cut. They said someone would come put a door over it. They said someone was coming that same day to do a QCA check on it. It was supposed to be between 1-6 but at 430 he was still 2 hours away and i had something to take care of so it was rescheduled for next day. At 330 I got a call saying tech was tied up but I was next on the list. Finally at around 9pm I called and was like where is the tech. Of course it was their answering service and she said she would page out and have someone give me a call. Finally an hour later I get a call from a "manager" and he says that tech was tied up on a call still and they would not be able to make it out that day and wanted to come out the following day. I had already taken off work for them to come out so therefore missed hours at work and I couldn't take another day off work.. And when I asked about having something done about the $225 since I had to have a $9000 unit installed I got told "we will check into it" They called me 3x in a matter of days asking to resend someone out for the QCA after telling them I would have to call to schedule it around my work schedule.
  

  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/12/12) */
  Response to Complaint No. 8079817 dated November 28, 2022
  
  
  
  We received your complaint filed on the above date regarding issues with the servicing and installation of the HVAC unit by HEP, Inc. . On November 3, 2022, your door was installed, and we have since attempted to contact you to finish your QCA. Per your request we are now awiting for your contact to schedule the QCA. Additionally, we have processed the refund you requested, and you will receive it within the next one to five business days. Therefore, we would like the opportunity to finish the QCA when your schedule allows for our work's finalization.
  
  
  Consumer Response /* (3000, 7, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I got a call from a "supervisor" whom stated that someone else was going to be calling and they never did call. And you issued a refund for the first service call yes but I don't even want the unit you have installed. I have tried to call to get it scheduled for QCA but every time you give me the 8-1 or 1-6 time frame and then you never show up. I have since went to the financing company to dispute with them because obviously HEP is not interested in helping their customers. I would assume you just come pick up the unit and me go with someone else
  
  
  Business Response /* (4000, 16, 2022/12/23) */
  Response to Complaint No. 8079817 dated November 28, 2022
  
  
  
  We received your complaint filed on the above date regarding issues with the servicing and installation of the HVAC unit by HEP, Inc. As stated in our first response, as you requested, we are awaiting your contact with your availability to schedule the QCA. Our timeframes for service are an industry standard due to the nature of our industry. Time frames a lot for our technicians to thoroughly and properly complete any task they may encounter before moving on to the next customer. While we understand your frustrations, we are doing everything in our power to schedule the QCA, and the ability to move forward solely resides with you.
  
  Furthermore, on October 28, 2022, you signed a Certificate of Contract Completion stating that the work has been satisfactorily completed under the terms of the contract. This form states explicitly to not sign until you are satisfied; additionally, we will be happy to provide this document if you would like an additional copy. With this in mind, HEP Inc. is not responsible for your inability to schedule the QCA, and due to the contract terms and conditions, you are the owner of the system you purchased and installed. When you are ready to schedule your QCA, we will be happy to provide you with this final service.
  
  
  Consumer Response /* (4200, 18, 2022/12/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was told by a "manager" that I would be getting a call back regarding the issue and to also schedule the QCA and I never got that call back after he rudely hung up on me. I told the tech that was out there that I was not comfortable signing that paper and he stated to me that I could reach out and the issues be resolved but that paper was his way of getting paid. I have contacted the finance company regarding this and currently working with them. HEP is playing games and basically trying to make themselves look good, because looking at all the other complaints the answers look copied and pasted. Maybe if your managers would reach out like they were supposed to and accept responsibility for their employees actions we could come to an agreement. My solution is that you come take your unit back because you have failed to deliver. I am also working with the finance company to ensure this happens as well.
  
  
  Business Response /* (4000, 20, 2023/01/06) */
  Response to Complaint No. 8079817 dated November 28, 2022
  
  
  
  We received your complaint filed on the ab We are pleased that both parties have reached a mutual agreement. Our technicians will arrive at your location on a priority level Monday, January 9, 2023. Upon arrival, they will not only provide you with your QCA but will also provide you with a year's supply of filters for your unit. Thank you for working with us to achieve this resolution.

• Initial Complaint

  Date:11/27/2022

  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.

  I purchased a central heating and air unitalot with all new insulation and duct work from HEP. The house had an exsisting 2.5 ton gas unit which was removed and they had to get updated Sq.ft. of our home which originally was around 1400 sq.ft. but had the upstairs refinished as a living space. Resulting in a total of over 2000 sq.ft. which they installed at 2 ton unit. We reach out several several times complaining the unit was not cooling our home properly they sent their lead technician out and he informed us they sold us a much too small unit. We were supposed to have a 3.5 ton unit so the unit had no issues it was just being worked as hard as it can since it's too small of a unit. The HVAC manager reached back out offering to fix this issue and we would pay $1800 which is the difference in the prices of the units. They said they would send a contract. When the employee showed up with the contract it stated we agreed to pay $1800 and take down the Google review and change to a 5 star review my son left them. We called them and spoke to the secretary for the manager and asked for an updated contract stating both ends of the deal. They then told me over the phone they are taking this as refusal to sign and I quote "wiping their hands with you"
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/12) */
  Response to Complaint No. 8079811 dated November 27, 2022
  
  
  We received your complaint filed on the above date regarding issues with the HVAC system that was purchased from and installed by HEP, Inc. at the residence located On July 15, 2022, we attempted to complete the agreed-upon resolution. You agreed to pay the difference between the two units, remove the review, and we, in turn, would install the larger unit. However, you refused to sign upon requesting a service order signature, leaving us at an impasse. We have done all we can to alleviate this situation; however, you have yet to cooperate, thus leaving us without the ability to move forward.
  
  
  Consumer Response /* (3000, 7, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When hep brought the service order it did not state that they would put a larger unit in so I requested for it to say that along with the etra payment and the review would be taken down, they told me that I would recieve a new order to sign, then I called back about an hour later to ask when I would receive it and that was when i was told that they washed there hands with me because they didn't have to do anything else for me from where I refused to sign. When I asked her about what she had told me about another oder stating the larger unit would be listed she hung up the phone and wouldn't answer any of my other calls and I called several times a week for 2 weeks as well as my son calling also
  
  
  Business Response /* (4000, 9, 2022/12/23) */
  Response to Complaint No. XXXXXXX dated November 27, 2022
  
  Dear Ms. *****,
  
  We received your complaint filed on the above date regarding issues with the HVAC system that was purchased from and installed by HEP, Inc. at the residence located Unfortunately, we are at an impasse ******* truthfulness and fiction. On July 15, 2022, you refused to sign the service order, thus leaving us without a way to move forward to alleviate the situation. Had the service order been signed, our services would have been provided to upgrade the unit in question for the additional agreed-upon fee. However, you chose a different option.
  
  Furthermore, your calls have not been ignored; you just haven't called. Every call into our facility is answered and appropriately serviced within moments of receiving the call. Should you have contacted us, you would have received the same service. As previously stated, we have done all we can to alleviate this situation; however, you have yet to cooperate, thus leaving us without the ability to move forward.