Reviews

This profile includes reviews 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

  

Review Details

• Review fromSigrid H

  Date: 06/26/2024

  5 stars

  Sigrid H

  Date: 06/26/2024

  Was quite pleased with the outcome of the plumbing work. They did excellent work & appreciated the results! They are skilled & knowledgeable. It is a process that can be a little confusing for a client but was able to answer all my questions. I definitely would recommend them to others
  

  HEP, Inc.

  Date: 07/15/2024

  Thank you so much for your wonderful review! ?? We're thrilled to hear that you were pleased with the outcome of our plumbing work. Our team takes great pride in providing skilled and knowledgeable service, and it's fantastic to know we could answer all your questions and make the process smooth for you. Your recommendation means the world to us! If you ever need anything else, don't hesitate to reach out. ?????? #HEPIsOnTheWay #FiveStarService #HappyCustomer

• Review fromCarrie S

  Date: 06/07/2024

  1 star

  Carrie S

  Date: 06/07/2024

  WORST EXPERIENCE EVER!
  Called for a maintenance check up as I was a member of their loyalty program. I did notice my upstairs unit was running a lot and it froze once and I wanted him to check. Kirk Ballard came out as my technician. Told me my compressor was close to death, my coil in the air handler was leaking (by saying that he felt "oil" in the pan). He is good. Told us the whole unit needed to be replaced, priced us $10,300 and pressured for me to sign right then in order to get $1,000 discount. We asked the guy to put a "band-aid" fix on it for now (cost us $903 for 3 lbs of freon and a capacitor that he said we needed - found out that those items only come to a grand total of $45 when you buy them yourself). Less than 24 hours later my whole upstairs unit stopped and there was no power to my thermostat. We got a second opinion through Krug & Sons, THANK GOD! They came out, were here for about 20 minutes. He said my compressor was fine, my coil was fine. Found that the common wire to the thermostat fell right out when he touched it. He fixed it and put a new fuse in. Didn't charge us a dime for this. I found out that HEP gives their service guys commission for each new unit they sell. Well, they will NEVER get another cent from me. I pray they see the error of their ways and realize that intentionally ripping people off will hurt them BIG in the long run.
  

  HEP, Inc.

  Date: 07/15/2024

  Thank you for taking the time to share your experience. We sincerely apologize for the issues you encountered and the dissatisfaction you felt with our service. At HEP Inc., customer satisfaction is our top priority, and we are disheartened to hear that we fell short of your expectations.
  
  We have reviewed your account and our service records, and we would like to address your concerns:
  
  
  
  Refrigerant Level: Our technician, Kirk ******** identified that your system was low on refrigerant and added 3 lbs to ensure it was cooling properly. The refrigerant level in your system was indeed low at the time of service, which can cause the unit to freeze and run inefficiently.
  
  Compressor and Coil: Our technician's assessment was based on his observations and experience. We understand that another service provider gave a different opinion, and we respect that. It’s important to note that different technicians may have varying diagnoses based on their inspections.
  
  Repairs and Costs: We aim to provide transparent and fair pricing for our services. The costs for refrigerant and the capacitor include not just the parts but also labor, expertise, and warranty. We understand that these costs may appear higher compared to purchasing parts individually.
  
  Employee Care: At HEP Inc., we make sure our employees are well-compensated and not just some executive bigwig. We share profits with our employees, which sets us apart from our competitors. Taking care of our team ensures they are motivated to provide the best service possible.
  
  We regret any pressure you felt during the service visit. High-pressure sales tactics are not in line with our values. We have addressed this internally to prevent similar situations in the future.
  
  To make things right, we would like to offer you a complimentary maintenance check and service on your upstairs unit. Please contact our customer service team at your earliest convenience to schedule this appointment.
  
  We genuinely hope you will give us another opportunity to serve you better. Thank you for your previous business and for providing us with the feedback to improve.
  
  Sincerely,
  
  The HEP Inc. Customer Support Team

• Review fromSharon J

  Date: 05/31/2024

  1 star

  Sharon J

  Date: 05/31/2024

  I signed up for HEP's loyalty program to regularly check the HVAC system to make sure it was functioning correctly. I tech came out and said that their was an oily leak in the outside compressor and needed to do a dye kit for ******* to determine exactly where the leak was. He said that the unit was not functioning well. I agree. He returned a couple of days later to say that the condenser unit in the attic needed to be replace for approximately *********  Knowing that the original heating unit is 26 years old, we discussed the cost of replacing both the heating and AC units, which would include the compressor outside, for just under **********. It would all be warrantied for 10 yrs. The next day, I called Krug and Sons, Inc. to come inspect for a 2nd opinion. He said that there was absolutely nothing wrong with either of my units, the AC was functioning perfectly!! He went on to say that some companies offer bonuses to their technicians if they can sell units. HEP is a total rip off. I immediately cancelled my loyalty plan and will never call them again. TOTALLY NOT TRUSTWORTHY. DO NO USE THEM FOR ANYTHING!!!
  

  HEP, Inc.

  Date: 07/15/2024

  Thank you for sharing your feedback. We're sorry to hear about your experience and understand your concerns.
  
  First and foremost, we want to clarify that HEP Inc. does not offer bonuses for selling new units. Our primary goal is to ensure the safety, comfort, and efficiency of your home systems, and we always strive to provide the most accurate and honest recommendations.
  
  Our technicians are trained to identify potential issues that could lead to larger problems if not addressed. In your case, our technician noted an oily leak and recommended a dye kit to pinpoint the source, followed by a discussion on replacing an older unit. We understand that a second opinion provided you with different information, which can be confusing.
  
  We appreciate your feedback and would like to investigate this matter further to ensure our service standards are met.
  
  Your trust is important to us, and we hope to have the opportunity to restore your confidence in HEP Inc.
  
  Sincerely,
  
  HEP Inc. Customer Support Team 

• Review fromKevin S

  Date: 05/23/2024

  1 star

  Kevin S

  Date: 05/23/2024

  On may 4 2024 Courtney and I called this company to snake our main sewage line that was clogged and would drain very slow. Told us *** service call plus whatever work required since it’s Saturday, plumber shows up snakes the clog within 30 mins and I hear the water rush through the pipes. He tells me to flush the toilet twice and says we are good to go. Plumber tells us that’ll be ****… So Courtney and I go to dinner and come back about 1.5hrs later at 7:45pm, I flush the toilet and it’s backed up again with a very slow drain!!! We call HEP and they say they will send some one out right away. 9:45-10pm. they call and say they don’t have anyone available with a camera and will have to send someone with a camera first thing next morning. We are the first call. Finally at 11am the next day a different plumber shows up. After pulling the toilet and only trying the snake for about 15-20 mins. He tells me he tried TWICE to get the snake through it…..He *THINKS* it’s a bad clog or a broken sewage pipe. Says he sees tire marks where a vehicle could’ve rolled on the ground and the pipe probably broke under ground. He was just guessing!!! I asked about the camera, he said no need for camera, it’ll just show him a bad clog or a broken pipe….. says the line must be dug up. He gave me a quote on digging up a 5-7ft and 2ft deep section of plumbing on what he **THINKS** is wrong!!!! calls his boss to tell him and his boss gives him the quote of ****** over the phone. He told his boss to bring in a machine to dig up that small of a section. Well I called a REAL local plumbing company 2 days later for a second opinion and he immediately said I’m going to lift your septic tank lid and see what’s going on and go from there. 45 mins later and for **** our main line is unclogged!!!! This plumber knew what he was doing. he turned all the faucets and showers on and even flushed toilet paper down to be 1000% sure it was unclogged before he left!!! ****** **** **** **** *** ******* ***
  

  HEP, Inc.

  Date: 07/15/2024

  We are deeply disappointed to hear about your recent experience with us. Your satisfaction is our priority, and we apologize for the inconvenience and frustration caused.
  
  We take your feedback seriously and are investigating this issue internally to understand where things went wrong. Rest assured, corrective actions are being taken to prevent such occurrences in the future.
  
  We appreciate your candor and regret that we did not meet your expectations. If you would like to discuss this further or require any additional assistance, please contact us directly.
  
  Thank you for bringing this to our attention. We value your business and hope to regain your trust.
  
  Sincerely,
  
  HEP Inc. Customer Support Team 

• Review fromKathy L

  Date: 05/10/2024

  1 star

  Kathy L

  Date: 05/10/2024

  On 4/18/24 I called this company to come out and find out why my moms drains were clogs. They came out the next day and quoted my mom ******* ** ******* *** *** ******** ***** *** ****** ***** * **** **** *** **** **** **** **** *** **** ** ***** ** **** ** ******* * ***** ***** ***** We agreed to it, and they were going to send out someone the next day to replace the pipe. When the second guy came out, he said it could not be fixed and that the first guy never went under her home to properly inspect it. All the second guy did was put a shop vac to a pipe under the sink. I called the company to request a full refund to be returned to my mom. I got the run around for a few days and then as of today I received a check for ***** 5/10/24. They took out **** for what the girl said on the phone that half the work that was done! None of the work was done and if they had cut the pipe under the house, there would have been human waste under her home and we would not been able to live in the house!!! Do NOT consider this company, they can't even give you an itemized bill for what they do. Beware, don't use this company.. I want the **** back, for the work that was not done!!!!
  

  HEP, Inc.

  Date: 05/23/2024

  Thank you for your feedback. We appreciate you bringing this matter to our attention and apologize for any inconvenience you may have experienced.
  
  We are pleased to inform you that we have reached a resolution regarding your concerns. Our goal is always to ensure our customers are satisfied with our services, and we hope this resolution meets your expectations.
  
  Thank you for choosing HEP Inc. We value your business.
  
  HEP Inc. Customer Support Team 

• Review fromSt J

  Date: 04/05/2024

  1 star
  4.1.2023 : Unfortunately, my first time trying HEP and my last time for sure. I had a sewer leak, under a rental house. HEP came out, said I needed to pump water from under house before they could fix the problem. I AGREED to their ******** pump charge, but stressed they had to be ready to correct issue immediately following pumping. They agreed. Service tech partially pumped , then the process started! HEP next said I needed SERV PRO ( Alcoa) to do remediation before they could determine where the leak was, which I agreed to. HEP General MGR. John proceeds to tell me I need to replumb both toilets for a cost of *******! I refused! HEP then tells me they don’t want to coordinate with SERV PRO if I only want to fix the leak. After several discussions with several HEP associates, I gave up on them.
  Two weeks later, problem solved. I hired SERV PRO (Alcoa) to clean up, and coordinate with United Plumbing to correct the issue, which turned out to be a washing machine drain line! NO sewer leak. Completely satisfied with SERV PRO and United Plumbing.
  HEP definitely dropped the ball, still charged me ***** for 1/2 pumping the crawl space, never even saw the leak they wanted to charge ******* to repair. Those are the facts and HEP KNOWS IT.. Please never use HEP for plumbing issues.

• Review fromNicholas X

  Date: 02/26/2024

  1 star

  Nicholas X

  Date: 02/26/2024

  The worse service. The first time the technician suggested snaking and jetting of the drain lines. He asked for 50% upfront plus charged me 58 $ for the visit. The second time the technician didn’t show up. He was late. The third time the technician said that they did not have the appropriate size of jet. He had already received photos by the first technician. The fourth time they said that they did not know that they had to use the smaller jet. The fifth time they told me that snaking will be good enough and will reimburse me for the jet. At 7:45 pm I got a call from their technician to tell me that he is 1:15 hr away in Newport and that he is willing to come to address my problem. Of course I couldn’t ask for something like that. He was tired and was late. I asked that his manager gives me call. Nobody called. Draw your conclusions.
  

  HEP, Inc.

  Date: 02/27/2024

  We hope this message reaches you promptly. We understand the frustration you've expressed in your recent BBB review, and we want to address the situation head-on.
  
  Firstly, we acknowledge the series of mishaps you encountered during our service visits, and we sincerely apologize for the inconvenience caused. We have taken immediate action to rectify the issues and are committed to providing a full refund for the services rendered.
  
  However, to expedite the refund process, it is imperative that you sign the contingency agreement at your earliest convenience. This agreement outlines the terms and conditions for the refund, and your swift response is crucial for us to proceed.
  
  We do not take lightly the impact our service had on your satisfaction, and we are genuinely sorry for the inconveniences you've endured. Nevertheless, we must emphasize that your cooperation is essential for us to finalize this matter.
  
  Your two 1-star BBB reviews have not gone unnoticed, and we want to resolve this matter to your satisfaction promptly. We expect your prompt attention to the contingency agreement so that we can swiftly process the full refund as promised.
  
  Thank you for your understanding, and we look forward to resolving this matter swiftly.
  
  Sincerely,
  
  HEP Inc. Customer Support Team

• Review fromTerri R

  Date: 02/23/2024

  5 stars

  Terri R

  Date: 02/23/2024

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

  HEP, Inc.

  Date: 03/01/2024

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

• Review fromJeanette I

  Date: 02/15/2024

  5 stars

  Jeanette I

  Date: 02/15/2024

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

  HEP, Inc.

  Date: 02/19/2024

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

• Review fromRobert L

  Date: 02/08/2024

  1 star

  Robert L

  Date: 02/08/2024

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

  HEP, Inc.

  Date: 04/15/2024

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