HEP is on the way

Christina M.

Was called Monday to tell me they can send someone out to clean my A/C unit for free. Tech showed up today and said the office ladies lied that it was not free,that it would cost me?!So he left. False advertising, seriously.

Christina G.

We made an appointment for our septic to be pumped between 8am and 1pm. The date came and no one called or came by. I called after 1pm and was told he was still coming, just running late. I called again at 230 and was given the same response, no ETA available. At 4pm I received a call saying he could not make it and to reschedule for the next afternoon. I told her we waited all day, could they not have rescheduled at 1 when I called the first time? She had my appt as 1-6pm even though the previous 3 people showed it as 8-1pm. An entire day was wasted waiting on them without even a courtesy call and I contacted them twice before someone finally called me late afternoon. I cancelled the appointment and called Tri County Septic who is coming out right away. I will no longer use HEP for anything and have let friends and family know as well. When someone can't honor an appointment or at least try to make it right, that's crap customer service and means my time doesn't matter to them - so if they don't need my business, I certainly don't need them.

Chelsea H.

Called HEP for a plumbing issue approximately 6 weeks ago. They claimed the issue was due to the size of pipes inside the house. Quoted work around $570 to replace 2-3 pvc pipes and would complete the work the following week. Charged $68 to drive approximately 10 minutes from the office to my home and $50 for the diagnostic. Week 2: increased the quote to $2650 claiming an additional 3 pipes and the shower walls needed replacing. Would come back the following week. Had me give a down payment of $883 for materials. Recommended an HVAC rep come out. Week 3: claimed they could not get shower walls to fit the bathtub we have, increased the quote to $4800 to replace the bathtub (could get at Lowe's between $550-800 by the way), would require cutting into our walls approximately 2 inches for the different sized bathtub, informed price does not include finishing touches. HVAC rep came out same week, no mention of charges for coming out, diagnostic not included in receipt/quotes. Week 4: HEP has done zero work to the house. I had Utilicare plumbing and gas give a second opinion on my plumbing issue. Utilicare plumbing and gas found the issue was due to roots growing into the pipes outside the house. Cleared the pipes that day. I requested HEP refund me my $883 down payment. Called over several days trying to get in contact with financing department. Week 5: continuing to call trying to contact the appropriate person to confirm the refund. Was informed I would only receive $815 because I was charged $68 for the HVAC rep on week 3 (remember that charge was never mentioned prior to requesting refund, and I never received a receipt). I requested I receive the full $883 refund, mentioned I was never informed of the $68 charge, and I had been charged $118 for a misdiagnostic 5 weeks before. Financing supervisor claimed she would ask for $68 refund in addition to $815 that had been approved. Said she would call back in 4 days. Week 6: she has not called back and only $815 has been refunded. I do not recommend this company. They will nickel and dime the customer, they have been difficult to contact, and I can't trust their ""professional"" opinion.

Van D.

We use HEP for our annual maintenance for a rental property and have not had any issues. This rating is due to our experience for our primary residence. During a standard maintenance visit, it was discovered that our existing unit for our primary residence required to be replaced. It has been an absolute disaster starting with the installation. We have had 8 visits so far and everything is not resolved yet. Our only glimmer of hope is HEP's employee, Josh McCarty.

Before I go further, I want to let the reviewers know that our home was built in the 1930's and not a cookie cutter home. Because our home is older, the insulation is not great and it only has one HVAC unit, split system (one unit in the basement and one outside). We decided to add a zoning system; one is upstairs and the other is downstairs. The install team mistakenly swapped the floors. When downstairs needed heat, heat was pushed upstairs. We came home one day after work, and discovered our dogs were in a room that was almost 80 degrees. That is a safety issue for me. #visit1

After the instation, HEP sent out their QC/Quality Control team come by. I have no idea how he missed all the issues. He was at our home for no more than 20 minutes. He overlooked the poor piping, the missed duct work, the switched zoning, and so on. He was supposed to make sure the installation of our HVAC unit went okay. #FAIL. #visit2

The same install team came back (#visit3 )and let it slip that the initial install had issues and they knew they were going to need to come back to fix it. When the install team came back, they spoke to us and told us they didn't know how to fix the issue. They did not know how to install zoning. Shame on HEP for sending a team out that was not equipped to complete the task. At this point, we have had the install team visit twice and the afterhours team member, Lee, visit. On a side note, Lee did not fix the issue, but made notes of everything that was wrong with the install. We are now at Visit#4, if you are keeping track.

We are unhappy with our sales person, Chris T. We have requested for a callback from him and never heard back since #Visit4.

Let's focus on the highlight of this experience. His name is Josh McCarty. After Lee's visit, Josh MCCarty became our main point of contact. Josh is the most professional person I've encountered at HEP during this ordeal. He is thorough, takes the time to discuss all and any of our questions and issues, and exceptionally responsive. He is extremely knowledgeable and unbelievably personable. While, our issues are not resolved yet, I feel like he is HEP's ONLY redeeming quality and he is the only reason I haven't lost my sh#t. #Visit5 occurred when Josh arrived to assess what circus ring we had going on with our unit. #Visit6 involved the unit being taken out and reinstalled. This addressed most of our issues. Visit#7 occurred because our system was no longer working, due to an emergency shut off within the system. #Visit8 occurred to fix this issue.

During all of this, I'm disappointed that no one checked any of our vents upstairs or downstairs, to make sure the ductwork was correct. After all of these work visits, QC only came once. We currently are awaiting scheduling for #Visit9 to fix additional ductwork because some rooms are still not receiving heat and zoned for the wrong part of the house.

Tina M.

Terribly overpriced and when I got a second opinion from another plumber it turned out to be $150 instead of the $4000 I was quoted from HEP. Since researching the problem I had with the plumbing everything the HEP technician told me was incorrect. I also have a work colleague that had the same experience with their company. When asking for the reason for the overpricing he was advised that they use an app for the quotes. We have researched this app and it tells you that these companies can make at least $250 per job. Also look at the Better Business Bureau and you will see they also don't have a good rating there. I don't want to see anybody screwed over by this company.

Zenda B.

Beware of this company They are trying to charge me 1185 for work they didn't do on my Air handler. Claimed a valve was bad that wasn't and wanted a check up front. Oh and they'd be out in a few days to fix it. I became uneasy and called around. Another company came and fixed the problem for 120 bucks. When the replaced the air handler they had shoved the thermostat cord in with other cords. Apparently there is a separate opening for a thermostat cord. It had frayed and was shorting out. I called HEP and expressed my concern and explained I was willing to pay service call and labor for their time spent misdiagnosing the problem but no way the 1185 and I stopped payment on the check. Now they are threatening to put a lien on my house for my not being willing to pay them for trying to rip me off. Don't use them. UPDATE: I am located in Knoxville TN... not San Francisco... ?

Relic H.

We had these guys come out yesterday and they were extremely price gouging and we're extremely late. Wanted to charge over $400 to hook up maybe a foot a line. After looking at all these reviews and my personal review I highly recommend you stay away from this company and do your research first....and call around.
HEP is NOT on the way, and if they are run

Janis B.

We needed a small job done to our garage. We needed the gas line pressure checked and about a foot of line connected. When we originally called they said they could have it done that day. ( website says same day service) I said ok, and about a hour later they called and wanted me to reschedule. We reschedules 5 days out, in the morning. When that time came he was not here. He ended up coming about 5 or 6 hours later and was a very young looking man. He did absolutely no work and charged us $60 for showing up! We knew we needed a permit. He said the permit would be $200, (on the bill he put $175.00) Then to attach about a foot of pipe he put on the bill $417.00! We looked up the pricing on gas line pressure checks. $175.00 should of been NO were near that. The pipe was not that long, maybe 6 or 7 feet going up vertical. So for about $417.00 to just attach a pipe about a foot apart is NOT right! we feel we were ""trying"" to be taken advantage of. We don't know if its because he was young, working on commission, or if this is general practice by the company. Needless to say we are NOT happy. The name on our Technician bill was Shaun K.

Linda K.

I can't even give this company a 1....they are the worst! I took a day off from work for a 1-6 PM appointment for a HVAC unit that we purchased from them 6 months ago for $6,300. At 6:00 PM, the technician, Lee, called me to say he was running late on appointments, but that he would call me 30 minutes ahead when he was ""on his way"". At 8:30PM, I still hadn't heard from him, so I called and left a message asking if he was still coming. He called me back stating he was ""on his way"", but in Sharps Ridge and it would take him 1 hour and 15 minutes to get to my house, which would make it 9:45 PM. I told him to still come. At 10:00 PM he still had not arrived, so I called and left him a message asking where he was and how much longer it would be. He called me back, and told me he was on his way, but it would still be 30 minutes (I had to ask myself, how long does it take to get from Sharps Ridge to South Knoxville???). I told him to still come. He said okay. At 11:00 PM, I was still waiting for him to come, so I called him and left a message asking where he was, but also, called HEP and spoke to a lady who said she would call him and ask him to call me back. I did not receive a call back with a status. After waiting about 15 more minutes, I called and spoke to another lady, who evidentially had a guy named Chris call me. His first words....after all this, were, ""This is Chris, what do you need?"" I asked him where the service guy, Lee, was, and he said, ""He said you cussed him, and told him not to come!"" I was just amazed...I told him this did not happen, I did not cuss him...I do not cuss, and I never told him not to come! He told me maybe my husband cussed him...and I told him my husband is not even here, and he never talked to anyone but me! Chris told me someone would come out in the morning....I told him NO. The moral of this story is, HEP is not on the way! Dealing with them was one of the worst experiences of my life! Not only did they put a new unit costing $6,300 in that does not work, but they give you the complete run around when you need service for it. I will NEVER use HEP again, and I hope this complaint will keep others from using HEP. Beware. Oh, and, by the way....I called with this complaint to HEP, and spoke to a woman, who basically, didn't care.

Nick H.

Calling HEP was a waste of time. I called on Monday morning for them to look at a leaky roof. They setup an appointment for Thursday morning 8am. They called back again that day to confirm. Come Thursday, they did not show by 9am. I called and they indicated that they had no appointment! They said somehow the appointment was dropped. They rescheduled for Friday morning 8am-1pm. I figured we would be the first house seen since they made a mistake. They did not show by 1pm. I called and they said 30 min. Called after an hour, they said they'll be there soon. I had to leave the house by 330pm and still no show. So I called and cancelled. Wasted a whole week to get my roof looked at. They have absolutely no integrity, they lie over the phone, and do not care about your time. I believe they overbook like an airline knowing they won't meet their appointments/schedule. They you know you're on the hook since you have an issue and already sunk so much time with them. I feel bad for their actual handymen because they're slammed with work. I wouldn't be surprised if they rush their jobs to meet their next appointment. My suggestion: consider another company or contractor. Do your homework before calling. You'll find I'm not the only person with this type of review for HEP.