HEP is on the way

Andrew D.

We needed someone to come check out our old 50-gallon water heater that was leaking. The technician was great but the quote to replace and install was just over $3,000.

We thanked the worker and immediately went to Lowe's. They had someone to our home the next day and a new unit and installation ended up costing us around $1,200.

Not sure HEP stays in business with the absurd pricing but you're better off getting a quote somewhere else.

Danny O.

If I could leave zero stars, I would. I created a Yelp account just to leave this review. HEP charged me $350 to pull my toilet out so they could find my cesspool and now they won't put it back in without an additional $850. They say my toilet flange is too high. I refuse to pay it, so they left my toilet unusable. If they couldn't put it back in, why charge $350 to take it off? No refunds or credits are being offered. After several calls with various reps, I finally get to ""Dwayne"", the supervisor, he tells me it's my fault that I authorized it all and he won't do anything about it at all. A company like this without any accountability will be out of business soon.

Kelly D.

Do not use this company. We bought an Hvac unit from them in Feb 2022 and already had to have it replace in Sept 2022 because it wasn't big enough for what we needed. They were even told by us what all it would be cooling but they did not seem to care. We already had to buy a new unit from a different company that did pull a permit and then got their work inspected. Hep does not pull permits to do the work for installing your Hvac system so they do not have to be inspected. This is due to them doing a very crappy job and not installing everything that you paid for. They installed the unit part on the inside and didn't even change the box under it or the drip pan which was suppose to be done which left the unit on the inside shaking a lot cause it was so old. In June or July of 2022 we called cause the unit shut off and would not stay on. They sent a tech out and he told me the problem was that the water in the drain pipe was backing up since they did not blow it out at install and he would do it now for me if I wanted him to, so I said yes. Then after he blew it out he charge me over 300 for doing it even thought he had just told me it was suppose to have been done at install. He also informed me that if I didn't pay that I would be on their no service list even though the unit was still under warranty. Then in late Aug. or early Sept. the unit died again but this time the breaker on the inside part went out. I called and they told me they would send out a tech between 8 and 1 on Monday. He did not show up until 7pm just to tell me that he didn't have the part to fix it that I would have to wait till the next day. I asked to speak to his supervisor and he told me they would send and electrician the next morning which they did. Inside the unit was bare wires that was sparking and even their own electrician told me I should have used a diff company and that's when my wife went with a diff company and bought a new unit from some where else. The unit require a max amp of 30 amp and the wiring they used was 60. Also, I feel as if I paid way to much for this unit as I looked it up and the unit it self only cost around 2300 to 3000 and i paid over 6000 for it. They will not come back an get the thing and even give me 3/4s of 1/2 of my money back. By the way I'm now stuck with a 3 ton ac that is rotting in my drive way. I told them not to mess with my patience or I would tell everyone what they did to me so hence why the long review. I have even asked to speak to the owner about this and no response at all. So they are either not telling him or he just isn't responding to me so no clue there.

Mike L.

Horrible service. Took the guy 5 hours to replace 2 values. He had to dig the first one, but didnt have the proper thing to fix it with and had to go to lowes. Was gone 1 hour 20 mins to lowes. NO WAY it should have taken that long..Its 15 min from the house. Plus when he came back he put a hole in the line digging and had to fix it. He really rigged it to. There is like 2 values and 10 hose claps. I know this will leak in the future. Also said he would send me a quote for remaining work and never did! Do yourself a favor and dont call these people!

Tina K.

we are in worse shape than we started with. We currently still are not fixed. we have to pay someone to fix what he messed up. He lied to us. he said he would be back the next day and also stated he would get back in contact with us. We haven't heard a word. I am so upset. there is more to the story, but too much to type.

Lynn H.

Ed Volny came to our house after he finished another call but it was after 8:00 pm. He was pleasant throughout. He ended up having to create a clean out in our crawl space to fix the blockage in the septic system. He was thorough and never gave up. He fixed our issue. Ed was knowledgeable and figured out what to do. Highly recommend him!

Dena B.

We called HEP over the Labor Day weekend, as one of our toilets wouldn't flush. We had tried everything we could to fix it ourselves, including attempting to snake/augur it ourselves, but with no luck. They said that it would cost an additional $150 to come out on Saturday, but would only be $68 + parts for them to come out on Tuesday. We agreed.

One of their plumbers came out today, spent a couple of minutes looking at things, and then told us he was going to need to remove the toilet to clean the main line. He didn't even try auguring the toilet to see if that would solve it. When I asked him to do that first, he said it would cost $125 just to do that, and if it didn't work, he'd have to charge us $325 PLUS the $125. The $68 was just to ""knock on the door"", which is NOT what we were told. We agreed for him to remove the toilet and clean the line, even though we were now WAY above what we had been quoted. We confirmed multiple times that it would be $325 plus the $68, then I went back to work, my brother-in-law signed to allow the work and dude started.

Oh, I should also mention that the tech was very hard to understand, even though I can usually understand most accents. He mentioned that if we had their ""loyalty"" plan, it would only cost $7 to augur the line, but he didn't have much info besides the fact we would have to pay $7/month for the plan and we would get some kind of discount. (Yes, at this point, we should have shown him the door... Lesson learned.)

2 hours later, he's done, comes out and tells us it will be $716. I'm like, WHAT? He says it cost $300+ for him to take the toilet apart and then $325 for the auguring. I was so furious I didn't even ask if he replaced the wax ring under the toilet. He told me that he had augured the toilet for free after he put the toilet back together, just to be sure. He said it was on the thing my brother-in-law signed, but my brother-in-law doesn't remember seeing that charge AND we triple-checked the price with him before he started. If course, my brother-in-law signed on the tech's tablet, so we have no record of what he actually signed. So now we are out at least 3x what this should have cost and they wouldn't even consider reducing the bill.

Do NOT use these people. They are shysters, they are scammers, and they are not trustworthy. Go somewhere else, even if you have to use a bucket for a few extra days.

Ashley B.

Overpriced! An employee that came out did an amazing job. While working, he received a call from his boss. He was then fired because he spent too long fixing the issue with my toilet. I will never hire HEP again because of this. That man worked his butt off and figured out that my dog got a tennis ball stuck inside my toilet. Because he refused to leave without figuring out the issue, he was fired. How does that make sense? You all should be ashamed!

Joseph S.

A common part for my Trane HVAC unit was said to be a 2 day wait. This was just a fan motor. 8 days later and the fan motor has not arrived??? I'm not even on the schedule for repair. I am a 100% disabled veteran. In August heat I can't survive without AC. I've had to stay at a motel FOR 8 days. It should take 15 minutes to fix. The unit was purchased through HEP, but I'll never allow HEP to be on the way ever again.

Bernice K.

Hot Water Tank
Started a Claim with Choice Home Warranty for my hot water tank.
I received an email - If you would like to choose a technician outside of our network, please click the link below and carefully follow the instructions. Upon selecting the reimbursement option, CHW will stop working on finding you an appointment.

My daughter had a good experience with HEP so I called and made arrangements for a service call.

At 1:28 pm on Friday 8/5/22 I received a call from a HEP technician that he would be at my house, the connection and accent made it very hard to understand what time he would arrive but HEP told me when I made the appointment that I would get a call from the technician when they were 30 mins. out. I left work at about 1:37 pm, arriving home at 1:55 pm.
At 2:29 pm I received a call from the HEP technician letting me know he would be at my place soon.
At 2:45 pm I received a call from the HEP technician asking for my address, he could not understand me so I texted him my address.
At 3:17 pm HEP technician arrived my home.
Upon meeting the technician, he explained what the charges were going to be. I said fine but went on to explain we could not do anything until the information was entered online with my warranty company for repairs, I then showed him the letter, and I pointed out the website address. He said something like we'll let the office take care of that.
Once the HEP technician was finished assessing the situation with the hot water tank, in which he was very patient about explaining what he thought was the problem, he said the flame goes from blue to yellow/orange and that he can hear a sizzle. His diagnosis was that there was a pinhole leak inside the hot water tank and that's why the flame changes color as it is hit with drips of water. He recommended a new tank. I again said we can't do anything until we get approval from my warranty company.
At this point, the technician made a call to his office so they could help him with the paperwork/document/authorization he needed to obtain from Choice. The person on the other end requested he take a picture of the letter, and he did. She received the letter and from what I remember said they would handle it. The phone rang soon after that call ended, the technician answered and explained that so and so had called him and that they were handling the paperwork. The man on this phone call went on to say that, HEP does not work with warranty companies or insurance companies. Well, I said, why didn't someone tell me that? He then turned the issue around on me by asking if I had mentioned this was a warranty service request when I called to make my appt. I told him I really wasn't sure what I said but...upon the technician's arrival the technician was very much aware this was a warranty and did not stop and say they do not work with warranty companies on repairs.

I question why you do not work with warranty companies as I have to pay for the repairs and then collect from the warranty company so it makes no sense that you can't help me get reimbursed.

Also, HEP was over an hour late, not because I gave incorrect information but because HEP put the wrong address on this job. I left work early, therefore missing time at work only to wait for the technician to arrive over an hour late, should have arrived around 2, and arrived @ 3:17.

When I received my receipt, I realized the incorrect address was on the receipt. I called and spoke with someone at HEP at about 4:55 p.m., around 6:15 or so a HEP representative called about the address needing to be corrected, and we spoke for about 10 mins. She said she had no authority to make the change but would pass the word along and that I would have a new receipt with the correct information by Monday. Here it is Tuesday, I had to call HEP for the corrected receipt. When I spoke with the HEP representative Friday evening she said she would put in a customer service request and that I would get a call Monday. Here it is Tuesday, I've not heard from HEP's Customer Service so again I requested a call from Customer Service from the man that returned my call concerning receipt address correction.

The runaround with HEP has been exhausting and the customer service experience has been terrible. Not once has anyone followed through with what they said they would do in getting me a corrected receipt or, have followed up with Customer Service. Not one person has apologized for the inconveniences they have caused by the incorrect address given to the technician, therefore making me take time off work longer than necessary, the incorrect receipt, the rudeness of the technician's manager, and the uninformed technician, that could have saved me a diagnostic fee of $149 had he listened to me when I explained what needed to happen before any repairs were started would have been most helpful and the ethical thing to do.

I can not recommend HEP to anyone. PLEASE DO NOT USE THEM!!