Reviews
This profile includes reviews for HEP, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 50 Customer Reviews
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Review fromGary A
Date: 01/26/2024
5 starsGary A
Date: 01/26/2024
I’m only allowed to give HEP technician Joshua **** a 5star review. He deserves a 10 star review. Joshua is one of if not the best technician I’ve met. If I ever need HEP again I ask them to send Joshua.
HEP, Inc.
Date: 01/31/2024
We hope this message finds you well. Thank you so much for taking the time to share your experience with HEP Inc and, specifically, our technician Joshua **** on the Better Business Bureau platform. We greatly appreciate your glowing 5-star review, and we're thrilled to hear about your positive encounter with Joshua.
Your kind words have truly made our day! Joshua is a valuable member of our team, and it's heartening to see his dedication and expertise reflected in your feedback. We are grateful to have him as part of the HEP family.
At HEP Inc, customer satisfaction is our top priority, and it's feedback like yours that motivates us to continue delivering exceptional service. We understand that Joshua exceeded your expectations, and we're delighted to have been able to provide you with a positive experience.
Should you ever require our services in the future, we'll be more than happy to send Joshua your way. We appreciate your trust in HEP Inc, and we look forward to serving you again if the need arises.
If you have any further comments or suggestions, please feel free to reach out to our customer service team. We value your input and are always striving to enhance our services.
Once again, thank you for choosing HEP Inc, and we're honored to have had the opportunity to assist you.
Its always a great day when HEP is on the way!
HEP Inc Customer Support TeamReview fromApril B
Date: 01/11/2024
1 starApril B
Date: 01/11/2024
We had an old pvc waterline leak that ran from the meter to the corner of house a rather short distance. We were given the estimate from HEP of ****** that’s **** ******** ******** to replace it with a new pex line. We knew this estimate was completely ludicrous because we are knowledgeable in diy home plumbing repair, and had prior experience of the price of pex and the labor ourselves. Obviously we weren’t going to be taken as fools by the company’s technician. We had three free estimates from other licensed plumbers in the area the next day. They were all within the same price range, average price **********. We were also told a ridiculous story from hep about the old pipe being down 8feet, it was 18 inches. Which we knew that was impossible nothing is that deep. Get this, going with another company for **** we were back up and running water in two hours (not half a day which HEP quoted) the next morning, which for the speed and convenience we were willing to go that route. This plumbing company we used said it isn’t the first time that they had heard of HEP having astronomical gouging estimates. I wouldn’t trust or ever use HEP. The technician saw an opportunity to take advantage of our family, and that makes me unhappy, and honestly insulting. I feel for customers who may have the same experience. I really can’t imagine changing someone’s financial security over a little water line. Who could sleep with that on their conscience? Call around. Get a second quote! It literally might save you OVER * ******** ******** Please don’t pay the *** dispatch fee to have HEP come in your home and scam you.HEP, Inc.
Date: 02/02/2024
We sincerely apologize for the frustration and inconvenience you experienced with your recent interaction with HEP Inc. We strive to provide accurate estimates and exceptional service to all our customers, and it's disheartening to hear that we fell short of your expectations in this instance.
First and foremost, we deeply regret any miscommunication regarding the depth of the old pipe. We aim to provide accurate information to our customers, and it appears there was a misunderstanding in this regard.
Regarding the discrepancy in pricing, we understand your concern. Our pricing is based on several factors, including materials, labor, equipment, and overhead costs. While we make every effort to offer competitive rates, we acknowledge that there can be variations in pricing among different providers. We appreciate your feedback and will take it into consideration as we continue to evaluate and adjust our pricing structure to better serve our customers.
We also understand the importance of transparency and trust in our interactions with customers. We regret any perception that our technician sought to take advantage of you or your family. It is never our intention to overcharge or mislead our customers, and we take allegations of unethical behavior very seriously. We will investigate this matter internally to ensure that our team members uphold the highest standards of integrity and professionalism.
We genuinely value your business and the opportunity to address your plumbing needs. We apologize for any inconvenience caused and would welcome the opportunity to discuss this matter further with you. Please feel free to reach out to our customer service team, and we will do our utmost to resolve this issue to your satisfaction.
Thank you for bringing this matter to our attention, and we appreciate the opportunity to improve our services.
HEP Inc. Customer Support TeamReview fromJeff H
Date: 12/26/2023
5 starsJeff H
Date: 12/26/2023
Fernando was very knowledgeable and above professional in every way. He should be a very highly valued asset to your company. Please promote to award him the respect he deserves. Thank you for sending such a great guy who puts customer service above all.HEP, Inc.
Date: 12/28/2023
Thank you so much for taking the time to share your positive experience with Fernando at HEP Inc! We truly appreciate your kind words and are delighted to hear that he exceeded your expectations.
Fernando takes great pride in his work and is committed to delivering exceptional service to our customers. We are thrilled to hear that his knowledge and professionalism left a lasting impression on you. Your recognition of his efforts is truly rewarding.
Your suggestion to promote Fernando for the respect he deserves is duly noted, and we will certainly take it into consideration. We believe in recognizing and rewarding outstanding team members, and your feedback reinforces the importance of acknowledging exceptional talent within our company.
Once again, thank you for choosing HEP Inc, and we look forward to serving you with the same high level of service in the future. If you have any further comments or suggestions, please feel free to reach out.
Best Regards,
HEP Inc Customer Support TeamReview fromMichael H
Date: 12/06/2023
1 starMichael H
Date: 12/06/2023
My a/c would not power up called hep they sent somebody out he took wires loose at a/c and air handler he said the wires from a/c to air handler was bad needed to be replaced when I asked to show me since the wire was visible the damage he couldn’t so he charged me a service fee and left all the wires disconnected I hooked the wires up and put in a new fuse that was it he tried to steal $ *** dollars from meHEP, Inc.
Date: 12/11/2023
We extend our gratitude for getting in touch with HEP Inc. Your inquiry is valued, and we welcome the opportunity to support you.
We want to inform you that your request/information has been promptly directed to our management team for thorough examination. They will carefully review the details provided and take appropriate actions to address any concerns or queries you may have. Recognizing the significance of your inquiry, we want to assure you that we are dedicated to delivering a comprehensive and timely response. We will keep you informed of the progress and strive to resolve any issues as efficiently as possible.
To better assist you and address your concerns, we kindly request additional details or contact information associated with your account. This will enable us to investigate the matter more thoroughly and work towards a resolution.
Should you have any supplementary details or questions in the interim, please feel free to reach out to us. We appreciate your patience and understanding.
Thank you for choosing HEP Inc. Your business is highly valued.
We are eager to assist you with any issues you may be encountering. Unfortunately, we are unable to locate your account using the name listed on your Google Profile. Kindly contact us at [email protected] with the name on your account and service address.
We anticipate the opportunity to assist you further.
Best regards,
HEP Inc Customer Support TeamHEP, Inc.
Date: 12/11/2023
Thank you for taking the time to share your experience with HEP Inc. We value feedback from our customers, and we want to address the concerns you raised in your recent Better Business Bureau review.
Upon receiving your service request for a non-functioning air conditioning unit, our technician conducted a thorough inspection of the system. The initial assessment revealed a blown fuse, which was promptly replaced. However, during the diagnostic process, our technician discovered a problematic set of wires connecting the air conditioner to the air handler.
To provide you with an accurate diagnosis and a long-term solution, our technician proposed replacing the damaged wiring. The decision to recommend a wire replacement was made after tracing down the shorts and identifying the complexity of the existing wiring setup. The previous company had installed a network of junction wires in a manner that could potentially cause further issues and compromise the efficiency of your HVAC system.
It's important to note that our technician attempted to demonstrate the condition of the damaged wires, but due to their location and the existing connections, it proved challenging to provide a visual confirmation. We apologize for any confusion or frustration this may have caused.
In terms of the proposed repair cost, our technician presented an estimate of $500 for the replacement of the wiring. We understand that this may have seemed unexpected, and we appreciate your concern. Our goal is always to provide transparent and fair pricing for our services, and we regret any misunderstanding.
We also acknowledge your decision not to proceed with the recommended repair. We respect our customers' choices and understand that various factors, such as impending relocation and budget considerations, can influence decisions related to HVAC repairs.
Moving forward, we want to ensure your satisfaction with our services. We appreciate your feedback, as it helps us continually improve our services.
Thank you for choosing HEP Inc. We value your business and look forward to the opportunity to serve you in the future.
Sincerely,
HEP Inc Customer Support TeamReview fromAllen N
Date: 10/18/2023
1 starThe technician forced me to write him a good review before he left my house and he promised me my plumbing would leak again--he repaired it so I would have to have a new water line--they are scam artists and will have to file report for intimidation/harassent. Don't let them near your house. i will be happy to provide details to anyone who will listen.Review fromGalen H
Date: 10/10/2023
1 starI called HEP to install a kitchen faucet, drains in a new sink . No one showed up the first time , so I called them and they rescheduled the next day which was a Sunday. They said the travel fee of $67.00 would be waived. The plumber called and ask if it was a emergency (Josh) and wanted to come on Monday so I agreed. Corbin showed up on Monday and quoted med a price for over $1000.00. I told him that was crazy and he agreed that they were high on small jobs but he doesn't control the prices. I found a local plumber to do the job for $300.00. I cannot comment on there work, but the scheduling issues and prices are outrageous.
Galen H. 10/17/2023Review fromRobert C
Date: 09/01/2023
5 starsRobert C
Date: 09/01/2023
They did great work for us. I was very pleased at how professional and solid the work they did turned out.HEP, Inc.
Date: 02/02/2024
Thank you so much for taking the time to leave such a positive review! We are delighted to hear that you are pleased with the work done by our team at HEP Inc.
At HEP Inc, professionalism and quality workmanship are at the core of our values, and it's gratifying to know that our efforts translated into a positive experience for you. We understand the importance of reliable plumbing services, and we're glad we could meet your expectations.
If you ever have any further plumbing needs or if there's anything else we can assist you with, please feel free to reach out. Your satisfaction is our top priority, and we look forward to the opportunity to serve you again in the future.
Thank you once again for choosing HEP Inc and for your kind words. We truly appreciate your business and the trust you've placed in us.
Best regards,
HEP Inc. Customer Support TeamReview fromKevin P
Date: 06/23/2023
1 starWas charged $2,500 for a water pressure valve replacement that took them less than 2 hours to replace. I have asked for itemized statement and never rcvd.
They were here on a Monday and quoted me $2500 for up to 10 feet drain removal that they made me pay half up front. Did not do any work. Later in the day I discovered it was not a drain problem. But was a leak after turning my water lines off. So they then came back the next day and only replaced a water pressure valve and stated the new charges would be $2600.
So less than two hours of work and less than 12 inches of pipe replaced. Cost me $2,500 and I still have not rcvd an itemized statement:Review fromPerry B
Date: 06/08/2023
1 starPerry B
Date: 06/08/2023
Where do I start. We had a service contract with HEP at our last home so it made sense to continue the service since the home weren't far apart. We moved in around 3/22. Our heat worked fine. Through the summer the a/c worked fine, too. Later in the year around 10/22 we had HEP come out and check the system, according to our maintenance contract, for the upcoming winter. The tech said everything seemed fine. The heat worked for the upcoming winter. So now it's June 23 and I noticed 2 of our 3 systems weren't working accordingly. It was noticed earlier due to one system being upstairs, which we rarely use, and the other being in a detached workshop that is normally kept on a higher eco setting.
We made the first appointment for last Tuesday between 1-6pm. I received a call from HEP stating the tech will be calling soon, this was at roughly 4 or 5pm. At 9:40pm we received a call from the tech stating he could be here in 20 min. I told him, NO. I informed him that we wouldn't be available on Wednesday so it would have to be Thursday. I called the office on Wednesday to set up the call for Thursday. We settled on Thursday between 8-1pm. HEP sent me a text to confirm. I did. I recieved a text stating my appt has been confirmed. Then at 1:00pm I received a reminder text of my appt scheduled for 1-6pm on Thursday. I confirmed the new appt. I received the text stating my appt has been confirmed. Today, Thursday I received a text from "our tech" at 8:03am stating he's on his way. Now the real fun starts.
After checking my 2 systems he informs my wife, since I was at work, that the upstairs system could have a leak and needed 4 lbs of freon at a cost of $162.10 per lb. (Keep in mind that freon for most of todays houses costs roughly $400 for 25lbs.) He also mentioned that they could come back to check for leaks at a additional cost. Then he checked the other system. It's dead. He can't fix it. Replacement is over $10k. Never again. Run fast from themHEP, Inc.
Date: 02/02/2024
We sincerely apologize for the inconvenience and frustration you have experienced with our service. Your feedback is important to us, and we appreciate the opportunity to address your concerns.
Firstly, we want to acknowledge the communication and scheduling issues you faced during the recent service calls. We understand the importance of timely and reliable service, and we are actively working to improve our scheduling and communication processes to ensure a smoother experience for our customers.
Regarding the diagnosis and pricing concerns raised, we appreciate your feedback on the perceived discrepancy in pricing. We understand that the cost of HVAC services can be a significant consideration, and we are committed to providing transparent and competitive pricing. Your comments will be taken into consideration as we continually evaluate and adjust our pricing structure to better meet the expectations of our customers.
Once again, we apologize for any inconvenience and appreciate your patience as we work towards improving our services. If you have any additional concerns or if there's anything else we can do to address your specific situation, please feel free to contact our customer service team directly.
Thank you for bringing this matter to our attention, and we hope to have the opportunity to regain your trust in the future.
HEP Inc Customer Support TeamReview fromJen M
Date: 06/03/2023
1 starJen M
Date: 06/03/2023
HEP is not not on the way. We called as an emergency on a Friday night. No problem, they said. We will be out between 8 AM to 1PM to assess. Nothing. I called back and was told that they were running late. Things happen; I get that. They said they’d be out between 1 and 6 PM. Nothing. No calls to give an update. Nothing. I called at 6 and they said we are still on the schedule. I asked if this was now between 6 PM and 12 AM and they said they didn’t know but probably after 9. I have a family member having surgery on Monday morning and needed hot water in the house when they return home. If you can’t do the job, just be upfront and say that you can’t do the job. This company strings people along but doesn’t deliver. I know how days can get out of hand and this company is probably quite capable, I can’t attest. But transparency and communication are key. This company showed neither today.HEP, Inc.
Date: 02/02/2024
We sincerely apologize for the inconvenience and frustration you experienced during your recent emergency service request. Your feedback is crucial to improving our services, and we appreciate you bringing this matter to our attention.
We deeply regret the communication breakdown and the delays you faced. Our commitment is to provide timely and transparent service, and we understand that in this instance, we fell short of those expectations.
We understand the urgency of your situation, particularly with a family member having surgery, and we sincerely apologize for any added stress this may have caused. We are actively reviewing our internal processes to ensure that our communication is more effective and that we provide accurate updates to our customers.
Your comments will be shared with our team, and we will take immediate steps to address the issues you raised.
Once again, we apologize for any inconvenience and appreciate your understanding as we work towards improving our services. If you have any further concerns or if there's anything else we can do to address your specific situation, please feel free to contact our customer service team directly.
Thank you for bringing this matter to our attention, and we hope to have the opportunity to regain your trust in the future.
Sincerely,
HEP Inc. Customer Support Team
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