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 fromScott M

  Date: 05/26/2023

  1 star
  Needed the plumbing under my kitchen sink repaired. Called hep and set up an appointment. Tech told me up front that the cost of my repair was going to be $400. Parts and labor. I agreed. Sink is new in tried to install my self and the kit that I bought with the sink just wasn't right. So I opted for hep to do the job. Tech told me that my basket strainer may leak in the future due to it being plastic. And suggest I change it. I was like ok part of the repair. Then after I got my invoice I noticed he charged me $306 for a $20 part and it didn't even match my sink. The company states they put in a ticket about my complaint. But refuses to let me talk to anyone other than a dispatcher. This is robbery and wonder how many elderly people they are taken advantage of

• Review fromJanet T

  Date: 04/13/2023

  1 star

  Janet T

  Date: 04/13/2023

  I had satisfactory experience with HEP's piping, plumbing and electrical services. I had totally unacceptable experience with HEP's HVAC services. HEP installed a new HVAC unit that had major A/C issues. HEP never fixed the problem, probably didn't have the expertise. HEP's maintenance program did not fix the problem, but did state that my other unit needed replacing soon, with a quote. It did not need replacing. Per latest conversation, HEP has changed their record keeping system and unable to access my old records. My key learning: 1) keep copies of all records, obtain dealer of record from manufacture, 2) Keep log of all contacts, take pictures of vehicle's tag when technician will not provide a report, 3) Hire a third part to inspect the problematic unit, you may find out what the problem is, and a contractor who has HVAC expertise and responsive management.
  

  HEP, Inc.

  Date: 02/02/2024

  We appreciate you sharing your feedback and acknowledging your satisfactory experience with our piping, plumbing, and electrical services. However, we are truly sorry to hear about the challenges you faced with our HVAC services, and we apologize for any frustration it may have caused.
  
  Your insights into maintaining records and obtaining dealer of record information are valuable, and we understand the importance of transparent and accessible documentation. We want to assure you that we are actively working on and improving our record-keeping system to prevent similar issues.
  
  Regarding the A/C issues with the new HVAC unit, we regret any inconvenience caused and appreciate your patience. Our team is committed to resolving these matters promptly. We would like to discuss your specific situation further to understand any potential resolutions. Our customer service team will be reaching out to you directly.
  
  Once again, we apologize for any inconvenience and appreciate your understanding as we work towards enhancing our HVAC 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 

• Review fromDonald D

  Date: 04/11/2023

  5 stars

  Donald D

  Date: 04/11/2023

  Called HEP Plumbing for a leaking water pressure valve. The service man's name was George, He arrived on time and looked at my pressure-reducing valve, assessed the problem. went to work immediately. He had to cut the pipes to remove the old valve. He knew exactly what to do and finished the new installation within an hour. I was very pleased with his professionalism, knowledge and courtesy. I would definitely recommend George and HEP.
  

  HEP, Inc.

  Date: 03/01/2024

  We sincerely appreciate you taking the time to share your positive experience with HEP Plumbing on the Better Business Bureau. Your feedback is invaluable to us.
  
  It's fantastic to hear that George, our service professional, promptly addressed your leaking water pressure valve issue. We understand the importance of timely and efficient service, and we're delighted that George not only arrived on time but also demonstrated professionalism and expertise in resolving the problem.
  
  We're pleased to know that George's swift action, coupled with his knowledge, allowed for a seamless installation of the new pressure-reducing valve within an hour. We strive to provide efficient and effective solutions, and it's rewarding to hear that George's work met your expectations.
  
  Your recommendation of George and HEP is the highest compliment we could receive. We will make sure to pass on your kind words to George and the rest of our team. If you ever require our services again or have any further plumbing needs, please do not hesitate to reach out.
  
  Thank you for choosing HEP Plumbing, and we look forward to serving you in the future.
  
  Warm regards,
  
  HEP Inc. Customer Support Team

• Review fromTammy B

  Date: 03/07/2023

  1 star

  Tammy B

  Date: 03/07/2023

  Very very disappointed in this service company very pushy about using them saying all this information about payments and how much u will pay before they know if you can get approved for a loan then ran my credit score with out my approval and run it through everyone they can to get it approved. That are all over the place we told them to not run it till we talk to our bank. then they tell us that the financial company that they can't give us any information that the HEP company has to call them to get all that information
  and HEP said they wouldn't give them any information so this is not a very good way to do business they want to represent themselves as professional but there is no professional at all Bad service all around
  

  HEP, Inc.

  Date: 02/02/2024

  We sincerely apologize for the disappointment and frustration you experienced with our service, particularly the issues related to our approach in obtaining loan approval and credit score information. Your feedback is valuable, and we appreciate you bringing this matter to our attention.
  
  We want to assure you that the situation you described is not reflective of our standard practices, and we have taken immediate steps to address this issue internally. We understand the importance of clear communication and respecting our customers' preferences when it comes to sensitive information.
  
   We sincerely apologize for any inconvenience caused during this process. We appreciate your patience and the opportunity to learn from your feedback to enhance our practices.
  
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to regain your trust in the future.
  
  Sincerely,

• Review fromPeggy D

  Date: 03/06/2023

  1 star
  1. The first job HEP did was install a new water heater. Technicians were apparently incompetent. An out of town relative came to visit and pointed out several issues, including the electrical run to the water heater not being up to code. Many of the issues were minor, but electrical code exists for safety and there is no excuse for that being done incorrectly.
  2. We joined the HEP loyalty program so a tech came out to inspect our A/C unit. We had 0 issues prior to his arrival, however within minutes of him leaving we notice a strange rattling sound that was traced back to the A/C unit. We immediately call HEP and are told they'll send a tech out for $68....for something THEY messed up.
  I am beyond repulsed by the workmanship (now that someone with knowledge has seen it) and ethics in this company.

• Review fromRonnie R.

  Date: 02/10/2023

  4 stars
  I want to say that the technician Corbin was very professional and took care of my drain problem, I was well pleased

• Review fromCarolM

  Date: 02/07/2023

  1 star

  CarolM

  Date: 02/07/2023

  I got charge $602 and they did not complete the job
  

  HEP, Inc.

  Date: 02/02/2024

  We sincerely apologize for any confusion and inconvenience you experienced regarding the recent service. Your feedback is important to us, and we appreciate you bringing this matter to our attention.
  
  We want to assure you that this is not indicative of our standard practices.
  
  We understand the importance of transparent communication and ensuring our customers receive the service they expect. Please rest assured that we take your concerns seriously.
  
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to make things right.
  
  Sincerely,
  
  HEP Inc. Customer Support Team 

• Review fromJohn V

  Date: 02/07/2023

  1 star

  John V

  Date: 02/07/2023

  We had a issue with our waste ejector pump. The alarm came on and we called HEP is on the way. Their technician came out opened didn't even pull the pump out to look at it and told us we needed a new one, which would cost around $7000.
  This didn’t seem right to me so I called another company who told me that usually the Knoxville sewer companies fix these issues for free. I called the utility company, and they came an switched out the pump in 30 minutes with zero cost.
  I can't believe a local company like HEP is on the way wouldn't know that this is the process. On top of that shopping around the avg prices for this type of repair is from $500 to $2500.
  So for all of you in Knoxville are who might have this issue, make sure to check with the local utility company before calling anyone. But under no condition would I advise calling this company.
  

  HEP, Inc.

  Date: 02/02/2024

  We sincerely apologize for the experience you had with our service, and we appreciate you bringing this matter to our attention. Your feedback is crucial, and we deeply regret any inconvenience caused.
  
  We understand your concern regarding the diagnosis of the waste ejector pump issue. Our team will be reviewing our technician's procedures to ensure a more thorough assessment in such situations.
  
  Your input regarding the utility company's involvement is valuable, and we appreciate you sharing that insight. We recognize that there are instances where local utility companies may address certain issues at no cost, and we will strive to better communicate and align our services with such local practices in the future.
  
  We sincerely apologize for any confusion and inconvenience caused, and we appreciate your understanding as we work towards better practices.
  
  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 

• Review fromKelly D

  Date: 09/28/2022

  1 star

  Kelly D

  Date: 09/28/2022

  Do not use this company. The do not pull permits to install your hvav units so the do not have to be inspected. This is due to them not wanting to be inspected afterwards because the do shoddy work and you pay for things you do not receive. You also over pay for a low end unit and get charged way to much for labor. Then they try to place all the blame on you. We bought a unit from them in Feb 2022 and already had to replace it with a different unit in September 2022. Had to pay for service even though I was under warranty for something that I was told should have been done when the unit was installed. Was told if I did not pay the charge, even though I was under warranty, that I would be put on their no service list. So please be careful when and if you use this company. The rip you off and **** give you the run around about it as well.
  

  HEP, Inc.

  Date: 02/02/2024

  We sincerely apologize for the issues and frustration you've experienced with our services. Your feedback is valuable, and we appreciate you bringing this matter to our attention.
  
  The concerns you've raised are taken seriously, and we are committed to addressing them promptly.
  
  We understand the importance of transparency, quality workmanship, and fair pricing, and we regret if your experience did not meet these standards.
  
  Sincerely,
  
  HEP Inc. Customer Support Team 

• Review fromLeauna S

  Date: 08/31/2022

  1 star

  Leauna S

  Date: 08/31/2022

  On 8/12/2022 I contacted HEP because my macerating toilet quit working. Because of the way the bathroom is set up, this meant my shower, sink, and toilet were all inoperable. In my downstairs apartment, there is only one bathroom. I was grateful HEP sent someone out that night and they arrived just after 11pm and quoted me $3100.00 for repairs. I was told that someone would call me 8/13 after noon to obtain financing and set up repairs for Monday 8/15 and that this would be considered an emergency since I only had the one bathroom in the downstairs apartment. No one called that Saturday, Sunday, or Monday. I had to contact them myself Monday afternoon. Meanwhile, I was having to use a 5 gallon bucket as a toilet. Financing was approved Monday and they stated they would be there early Tuesday morning for repairs. When no one showed up, I called and they said they changed my time to late afternoon without notifying me. No one showed up till after 5pm. Some of the repairs were done and I was advised that he did not have one part he needed to complete the project. This is unacceptable since they knew the previous Friday exactly what was needed. I was told that the part would be overnighted and they would be back at my home 8/18 or 8/19 to complete repairs. Once again, they dropped the ball. they ordered the part and it did not arrive until 8/22. They did not show up till 8/23 to complete repairs. Every person I spoke to was rude, disrespectful and unprofessional. Only one person ever offered me an apology but no one offered any compensation. The wall they took down they refused to put back up until I made several calls in anger. The workman (Greg) was extremely rude and acted like he did not even want to be there. When all was said and done, they finally put the wall back together. I requested the owners name and email so I could write this complaint to him but was denied the information. I **** NEVER recommend this company to anyone
  

  HEP, Inc.

  Date: 02/02/2024

  We sincerely apologize for the inconvenience and frustration you've experienced during your recent service with HEP. Your feedback is crucial, and we appreciate you taking the time to share your concerns.
  
  We understand the importance of timely and effective communication, especially in emergency situations, and we regret that your experience did not meet our standard of service.
  
  We appreciate your patience and understanding.
  
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to address your concerns and regain your trust.
  
  HEP Inc. Customer Support Team