HEP is on the way

Anna J.

One of the worst customer service experiences I've ever had.
1. DID NOT WEAR MASKS. When I asked them to put on a mask they were extremely rude. They continuously removed the mask while in my home.
2. Arrived hours after the time window (which was already 5 hours long). I had to call the office at nearly 8pm on a weekend to figure out if they were even still coming. Was promised they would call before arriving, but this did not happen.
3. I recently had the home inspected and was told the condensate drain was clogged and needed to be serviced. The man who came to look at the AC argued with me that nothing was wrong and did nothing to service the unit. I'm not sure if he actually didn't know what he was doing or was just lazy, but it was a serious waste of money.
Just stay away- this place is BAD.

Melody M.

I have a maintenance agreement and had inspections appointments scheduled for heating/air, roofing, plumbing and electrical. Service window was 1-6. All 4 were rescheduled multiple times. Excuse people on vacation. Most companies know to schedule around vacations. Also sense I wasn't notified until 3:30 that people weren't coming. My time is valuable as well as theirs. Will NOT use again!!!

John G.

Called HEP for a hot water heater burner issue. Had already investigated the issue myself but just couldn't get to it quickly, so thought I would call and just get it taken care of by some pros. $68 service charge to come out; seems fair. From there, we could confirm and discuss repairs. But....after showing up, we learn the $68 is just to ""knock on the door."" Seriously??! It's another $107 to investigate the issue. This was told to my wife who thought that was instead of the $68. Not hardly. After 5 min, they then quoted $800+ plus for a part that can be bought online for $250. I'm sure the labor would have been another HUGE charge. And, to boot, the issue was exactly what I mentioned to the technician when my wife put me on speaker with them. ""No thanks, please leave."" After about a 10min google search later that evening, the problem was confirmed and fixed with 5 minutes of work. These guys charged me $173 for 5 minutes of ""investigation"", quoted somewhere between $800 and who knows what else for the ""cheap"" fix. Another several thousand to fully replace my perfectly fine hot water heater which was fixed in 5 minutes. My bad for assuming and thinking HEP was a fair and honest repair company. I was certainly willing to pay someone a fair price to fix something I couldn't get to and needed working quickly, but not willing to be robbed. HEP will never get my business nor any recommendation....never!

Larry C.

I have never written a review on a business before but this one needs written. Used hep for hvac work. After only a few months needed repairs and they refuse to honor warranty. They are also consistently late for scheduled appointments. I would not recommend using this company

Cyndi B.

I called today before 2:00 pm and was told I was on the list and someone would call me back and be out by 6:00. At 6:30 I called back as I never received a call. A man called me back only to tell me no one would be coming and that it would be in the morning before someone would be out. Now, their website advertises open 24 hours. Guess not. I hung up and called Hiller Plumbing. They were out within the hour and had my situation resolved. I highly recommend Hiller Plumbing.

Marie C.

We had HEP come out to install a new dishwasher. They told my husband over the phone that they could not give him a quote until they came out. They came out and quoted us $318!! There was also a $68 charge just for coming out. We should have told them to forget it and pay the $68 to be rid of them. Unfortunately, we felt stuck because we were already going to be out the $68 so we had them go ahead and do the work. He did a good job but we know we got ripped off!! I wish I would have read the reviews before we had them come out.

John N.

KUB called me last week to tell me that they noticed an excessive amount of water usage on my meter. come to find out that my water main line was busted and leaking(heavily!!!). I called HEP and they sent out Tommy right away, Tommy is a plumber that knows what he is doing, not only did he fix my issue, but made sure that the connection that he fixed was done right! I am very happy with HEP.

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.