Complaints
This profile includes complaints for HEP, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 58 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/16/2022
Type: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.
During May of 2021 I had some plumbing problems. They happened over the weekend and HEP was the first company I found that would come out.
They talked me into signing up for their loyalty program for $7 month. With it I would be entitled to a yearly services which they later said they couldn't perform, and a discount on their service call fee from $72 to $7. I was told I could cancel anytime, but couldn't sign back up within a calender year.
I needed them to install a Water Pressure reducer & a shut off valve.
They showed up around 7. The guy clearly didn't want to be there and didn't even have a shut off valve. He installed the Water pressure reduced. It started leaking within 24 hours and they had to send someone else out.
While the 2nd guy was there he quoted me on a new hot water heater $1900, and to repipe my house $6700.
Almost like magic my Hot Water Heater's pressure valve went out days later and I had to have it replaced. Hep didn't answer my initial messages, so I asked around and Tennessee Standard quoted me $1500. I jumped on that price. They then quoted me 4200 to recipe my house.
A few days later Hep called me back and I informed them I had the Hot Water heater done for $400 cheaper than they quoted me. The guy got indignant and told me I should have given them a chance to match that price, because they easily could.
I responded that if they could have quoted me $1500, they should have. I then told him the price difference on reviving my house and he said I was lying. I told him I wanted to cancel my Loyalty Program Membership and he responded "I'm sorry to hear that" and hung up on me.
I've asked them again over the phone and have sent them 3 emails now with no response.
They are still charging me $7 a month 19 months later.
Business Response
Date: 11/21/2022
Business Response /* (1000, 5, 2022/10/26) */
Response to Complaint No. 8079278 dated October 16, 2022
Dear Mr.,
We received your complaint filed on the above date regarding issues with the monthly billing of the Loyalty Program provided by HEP, Inc. While we do not have any requests for you to terminate your loyalty membership, per your original request via your BBB Complaint submission, we have not only terminated your membership but have also refunded you the total amount of $133, which is the total of 19 months of payments as requested. You will receive the refund to your credit card listed as 19 individual $7 returns.Initial Complaint
Date:09/26/2022
Type: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 to my house on 9/13/22 to repair clogged kitchen sinks. He looked briefly at the 2 kitchen sinks and said the cost would be $393.00. I paid him and he worked about 40 minutes on the sinks. Afterwards it was discovered that the sinks were not repaired. They were still clogged. I asked him if a discount would be possible as I am a senior citizen and am on a limited income at this time. He said his boss said no. He said the galvanized pipe needed to be replaced and it would be an additional #1,300. I chose not to replace the piper as this appears to be too expensive. I feel that some of the costs should be refunded as the sinks are not working. I have to hire additional crew to work on them that will be additional costs.Business Response
Date: 10/20/2022
Business Response /* (1000, 5, 2022/10/11) */
Response to Complaint No. XXXXXXX dated September 26, 2022
Dear Ms. *****,
We received your complaint filed on the above date regarding the alleged poor workmanship that allegedly led to a repeat of the issue that you initially contacted HEP, Inc. to complete at your residence, located at 700 Wooddale Church Road, Knoxville, Tennessee. Accordingly, we have investigated the matter and submit the following response.
On September 13, 2022, our technician arrived at your residence to repair a reported clogged kitchen pipe. Upon inspection of the pipes, our technician offered you options to appropriately repair your pipes. The first estimate was to get you back up and operational immediately. The second estimated the cost to completely remedy the issue by replacing the galvanized pipes underneath your sinks. Unfortunately, you opted for the short-term solution due to costs. While galvanized pipes were the go-to choice years ago, they do not stand up to time and not only cause issues with clogs but present potential health issues. Please see the attached pamphlet from the EPA regarding the dangers of galvanized pipes.
Unfortunately, you did experience more clogs with your galvanized pipes; and while we are sympathetic to your plight, those cloggs were due to the pipes themselves, not our technician's lack of repair. We understand you elected to hire another company to offer you a quick fix to your issues, and while we wish you the best with this second repair, we know it is only a matter of time before your galvanized pipes flare up again. However, we obliged your refund and processed that on October 5, 2022.
We hope you take the time to read about the dangers of galvanized pipes and seek a more comprehensive, stable solution for your home.Initial Complaint
Date:09/23/2022
Type: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 asked for services on 9/7. I paid $2500.00 deposit for the work that was going to cost a total of $5000.00. On that same day I cancelled the work because my HOA said they would pay for services and take care of the work for me. I said I would pay for work that was performed that day (about $500.00) and requested a refund of the balance of monies that I paid. On 9/12 I tried to call the office and only got vm and could not transfer my call to any department. So I submitted an online request form. On 9/14 having not heard from anyone I contacted the "sales rep" ( ***** ******) who visited my home and asked if the request for refund, less services for one day, had been submitted, and he said yes he submitted it the previous week. On 9/15 I was contacted by email from Office Mgr ****** ****** saying that she would get someone to contact me about the refund. On 9/15 i received a text from someone (no name attached to the text) saying my request and been approved and I would be receiving my refund. Last night I contacted both the office managed and the person that sent me the text. IT IS NOW 9/23 and I still do not have my refund and I cant get anyone to respond to me. This is aprox $2000.00 dollars and monies that are due me and that I need. I have been more than patient.
I am not sure which location the sales rep came from.
I would like some assistance in getting this business to do what they said there were doing and get my refund. Hoping that a nudge from the BBB will do that.
I can make copies of all communication and send to you if necessary.
Thank you
***** ***Business Response
Date: 09/29/2022
Consumer Response /* (2000, 7, 2022/09/27) */
Monies have been refunded. I can't thank you enough for your help.Initial Complaint
Date:09/22/2022
Type: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 signed up for the company's loyalty program which bills my credit card monthly. A few months ago I called and canceled this membership and for these last couple months I have had to call them to refund the monthly charge every month. I has asked them repeatedly to remove my info from their system and they have failed to do so.Business Response
Date: 11/13/2022
Business Response /* (1000, 7, 2022/10/11) */
Response to Complaint No. 8078894 dated September 21, 2022
Dear Mr.,
We received your complaint filed on the above date regarding issues with the monthly billing of the Loyalty Program provided by HEP, Inc. Per your original request, we have not only removed your information from our platform but have also refunded you the amount you were charged. We apologize for the oversight and have since implemented procedures to prevent this from happening in the future. Thank you for understanding.Initial Complaint
Date:09/14/2022
Type: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.
Purchased an entire central heating and air package(gas unit, all new duct work, new insulation) they came in got measurements for the house totaled around 2200ish sq.ft. Sold us a temp star 2 ton unit. Called several several times trying to get technician to come check why our house wasn't being cooled during the summer. After several workers came out told us they sold us an incorrect unit we called 5-10 times requesting managers to contact us regarding the issue. They contacted us made agreement to correct issue we just had to pay the difference of the unit and the price for first 10' of duct work to go to 3.5 ton unit. Wrote agreement letter stating "customer will agree to pay $1800 and change 1 star review to a 5 star review." Nothing on their end so we contacted them and they said "they were taking this as refusing to sign, and exact words, wiping their hands with us"Business Response
Date: 11/13/2022
Business Response /* (1000, 14, 2022/10/11) */
Response to Complaint No. 8078754 dated September 14, 2022
Dear Mr,
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 at,. However, Mr., you are neither the homeowner of this residence nor the account holder that purchased the unit in question. While we understand you have questions and concerns, we cannot discuss sensitive matters regarding our clientele with the general public. We know you would most likely feel the same if it were your own private information. Thank you for understanding.Initial Complaint
Date:08/30/2022
Type: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 8/24/22, HEP, INC. ARRIVED AROUND 1:30PM TO GIVE ME AN ESTIMATE TO REPAIR MY AIR CONDITIONING UNIT.
I WAS WITH THE TECH THE ENTIRE TIME AND WAS TOLD THAT IT WOULD NOT COST MORE THAN $200. THE BILL CAME OUT TO $785. THE TECH KNEW I WAS IN A RUSH TO GET MY DAUGHTER BACK TO SCHOOL AND QUICKLY TOLD ME TO SIGN HERE REAL QUICK ON HIS IPAD BEFORE I HAD A CHANCE TO READ WHAT I WAS SIGNING. HE SAID THEY'D EMAIL ME A RECEIPT. I DID NOT RECEIVE A RECEIPT. I HAD TO ASK FOR ONE A FEW TIMES THE FOLLOWING DAY. EMAILED THE RECEIPT TO ME AND I INORMED HIM THAT IT WAS INACCURATE. I WAS CHARGED FOR 4 UNITS OF FREON, INSTEAD OF 2. AGAIN, I WAS WITH THE TECH THE ENTRE TIME AND EVEN MENTIONED THIS DISCREPANCY TO SAID THAT THEY DID MAKE A MISTAKE AND WOULD REFUND ME $140. I TOLD HIM I SHOULD BE REFUNDED $280.
THE TECH THAT CAME ON 8/24 KEPT SAYING I NEEDED A NEW UNIT AND THAT WHEN THE SELLER CALLS, JUST HAVE THEM GIVE YOU A BIG DISCOUNT OR TAKE OFF THE COST OF THIS JOB. I BELIEVE THE TECH PURPOSELY OVERCHARGED ME, TOLD ME TO HAVE THE SELLER GIVE ME A DISCOUNT WHEN IT NEVER WOULD HAVE BEEN A DISCOUNT SINCE I WAS OVERCHARGED BY $280! IF YOU NEED COPIES OF TEXTS OR SUPPORTING DOCS, LET ME KNOW. THANK YOUON 8/24/ HEP, INC ARRIVED AT 1:30PM TO GIVE ME AN ESTIMATE AND TO REPAIR MY AIR CONDITIONER. THE TECH TOLD ME THAT IT WOULD NOT COST ME MORE THAN $200, BUT THEN CHARGED ME $785. HE KNEW THAT I WAS IN A HURRY TO GET MY DAUGHTER BACK TO SCHOOL AND JUST TOLD ME TO, "SIGN HERE" ON HIS IPAD WHICH I COULD NOT EVEN SEE THE RECEIPT. HE TOLD ME WOULD EMAIL IT TO ME. I NEVER RECEIVED A RECEIPT UNTIL I ASKED FOR ONE A FEW TIMES THE FOLLOWING DAY. CHRIS THOMAS EMAILED IT TO ME. I TOLD HIM ABOUT THE DISCREPANCY WHICH WAS CHARGING ME FOR 4 UNITS OF REFRIGERANT INSTEAD OF 2. HE CHECKED AND SAID THEY MADE A MISTAKE AND WOULD REFUND ME $140. I SHOULD BE REFUNDED $280. I WAS WITH THE TECH THE ENTIRE TIME AND HE ONLY USED TWO, NOT FOUR. THE TECH KEPT TELLING ME SINCE THE COST WAS HIGH TO HAVE THEM GIVE ME A BIG DISCOUNT WHEN THEY TRY TO OFFER ME A NEW SYSTEM. THERE NEVER WOULD HAVE BEEN A DISCOUNT SINCE HE PURPOSELY OVERCHARGED ME BY $280.Business Response
Date: 10/05/2022
Business Response /* (1000, 5, 2022/09/06) */
To whom it may concern,
We have issued a refund for the incident of the overcharge the tech had hit the button to many times on his tablet (as sometimes they lag) we have submitted the refund on our behalf.
Consumer Response /* (3000, 12, 2022/09/19) */
I did not ever receive a refund. I have an email stating that I would receive $140 refund, but I was supposed to receive $280 refund. I did not get any refund, not even the $140.
Business Response /* (4000, 14, 2022/09/20) */
To whom it may concern,
I have attached the return receipt for , the refund was issued back in the way it was received via credit card (Discover) for the overpayment of the $140.00.Initial Complaint
Date:08/08/2022
Type: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 a new heat pump for me last summer and it has never properly worked. I repeatedly call every 3-6 weeks because the air stops working and the house temps reach over 80 degrees indoors. I've told them we have an elderly disabled person that lives here with respiratory issues and they continue to ignore my issues. I feel like they are trying to extend the time so they are not responsible for the warranty and waiting for it to expire. Each time they come out the unit will work for approximately one to 2 weeks and then freeze up again. They never have real answers for me and send someone new each time I've talked to supervisors, I've sent emails no one returns my messages. I was told the technician has since been fired that helped install my unit because of the negligence and complaints they have had against him. If I don't get a functional replacement soon I'll have to contact a lawyer.Business Response
Date: 09/19/2022
Business Response /* (1000, 5, 2022/08/15) */
To whom it may concern,
After a careful review of your account, I can see that since the initial install which was on 5/25/2021 we have only been to your home for a service call 4 times and all were recently 5/4/2022, 5/5/2022, 6/23/2022, and 7/1/202.On
On 5/4/2022:
The unit was frozen so we asked you to turn off the unit and we would return the following day in order to diagnose it.
On 5/5/2022:
Tylor inspected the unit and found the unit operating at full compacity with no flaws in any tests he ran, and stated the unit was running like it should.
On 6/23/2022:
We offered you a quote for Evacuating and recharging your unit with refrigerant.
The customer requested "to call a supervisor the following day (6/24/2022) to figure out how to proceed." She also wanted someone to come out the following day (6/24/2022) "to evacuate her system and go from there."
We had contacted this customer numerous times without any success and finally got ahold of her to set up an appointment for 7/1/2022.
On 7/1/2022: (Second Opinion)
We sent out (A senior tech) and (The original tech from 6/23/2022) and offered a quote to replace her ductwork due to some of the ducting being restricted due to crimping and reduction of air flow. (Negative Pressure can cause a unit to freeze)
We have no interest in selling anyone a defective unit, or not upholding warranties if a problem occurs with our work. The ducting is not something we installed, so it would not be our responsibility to cover.
Consumer Response /* (3000, 7, 2022/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept this response. I spoke with the supervisor this week and she confirmed to me that she seen where they had been out at least 7 times. Now at least 8 times because was out just yesterday. I was told they have a "new computer system" and can't access the "old system" I have requested my service notes several times. I'm still waiting on those documents to be emailed. attempted to contact me and left a voicemail in which I responded. It has taken me several attempts to even reach a supervisor. The above 4 visits are just in the past few months I'm not sure why they are not including the visits prior to this. My unit was installed approximately 13 months ago. When I call customer service they recognize the many calls and visits, so maybe you should contact them to get the correct amount of visits. I will say finally they have sent out and this is the first time I have spoke with someone from HEP that is giving me answers. Communication with HEP has been frustrating. Hep needs to be honest and communicate the many visits they have made to my house. 4 visits is laughable. That's been in just the few months.
Business Response /* (4000, 11, 2022/08/17) */
The calls I have listed above are service calls, the entirety of your calls included preventative maintenance inspections, we offer those to all of our customers and those are routine care for our customers. That is something we call you to schedule, the service orders I listed above are all calls where you requested service, I am not insinuating that you have not had issues with the unit, what I am saying is that the service calls did not happen until recently. HEP did send out to try and rectify the issues you are having, we always try to fix any issues that arise for any customer but saying that the unit is faulty over a part failing is a bit farfetched. We will repair the unit under warranty as we have agreed on throughout our contract, had the unit been faulty we could have returned that under warranty, but that is not the case. We will ensure your unit gets fixed and will uphold your warranty on parts as agreed in your contract. As of 8/17/2022 we are returning, in order to install the parts at fault in the unit.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.