HEP is on the way

A E.

This is the absolute worst managed company I've ever encountered. This saga has been going on for months. I've not wanted to leave a bad review, because I'm an officer in the Army and I understand how difficult it can be to manage things....but this is utter failure. A while back, I called to have my AC looked at. They sent a technician, that stated the entire motor and compressor needed to be replaced. I said OK, signed the work slip and paid the deposit. I was told the parts needed to be ordered and the gentleman confirmed while at my house, that it would take no more than 48 hours for the parts to arrive. I watched him place the order with his office. 2 days later, I hadn't heard anything, so I called to check in. They said they would get back to me. (This was when it was over 80-90 degrees and I had NO ac). Another 2 days later, I called again for a check up. They said they would call me back. They did not. I called again the next day and was told the parts were never ordered. So, they supposedly then ordered them. I received a call, not 8 hours later, stating the parts were IN and they could schedule the repair. So, a different gentleman arrives, to repair the AC unit. He spends a few hours troubleshooting, and realizes it's only a relay problem, and not a motor or compressor replacement. I told him I figured it was a relay, based on the behavior of the AC. Anyway, he said the part had to be ordered and it would arrive the next day, and that I would be receiving a refund, as I'd overpaid significantly. He did not give me a work order to sign, and we parted ways. I called 2 days later, checking in on where the part was, and they told me it hadn't arrived yet. I called again, another 2 days later, and the part had still not arrived. (I'm now at 2 weeks without AC). The next day, I get an invoice with a signature - it's my address, but it's NOT my signature. No one else lives at my house. I then call asking to speak with a manager. I'm told I'll receive a call by the end of the day. 2 days later (you'll see a pattern of this - I like to give enough time for people to respond) I called asking to speak with a manager, I'm told I'll receive a call within 24 hours. You'll never guess what happened.....they didn't call. So I called again 2 days later, and demanded to speak with a manager - they said I'd receive a call - this went on for a ridiculous amount of time before a gentleman called and I pointed out the lack of communication between the employees, management, and then clients, is astounding. I brought up the forged signature, to which he stated he had spoken to the technician, and sorted everything out. I understood that things can get crazy, when you're managing things, but the faults in their system need to be addressed. He told me how much the refund would be, and that it would be processed ASAP. In the meantime, the part finally arrived, and I got my AC back after about 3 weeks. THEN...no refund. No invoice, no proof of refund. SO THE SAGA CONTINUES. I called, was told I would be receiving a refund. IT never materialized. I called, asked to speak with a manager, was told they would call, they did not. I called again, requesting to speak with a manager, was told I would receive a call, I did not. I called again, asking to speak with a manager, and DID receive a call finally from someone that was NOT a manager. This person told me that I OWED DOUBLE WHAT MY REFUND WAS FOR. I stopped this person and demanded that I be able to speak with the SAME manager that I had spoken to previously. They said they would have him call. He did not call. I called again, they said I would hear back, I did not. I called again today, asking what on earth was going on - the woman stated that a refund had been processed (FINALLY). I asked why I had not received an email notification of this, or even a phone call - she couldn't answer that. So, I asked her to email me the documentation showing the refund. She said she DOESN'T HAVE ACCESS TO IT AND CANNOT SEND IT. So, here we are. A bad review for a horribly managed company. AVOID THEM!

Ashley J.

Stay away from this company. I bought a $11,000 HVAC unit from them six months ago and it's already having issues. No heat for a week and water damage from burst pipes. Management does not care and does not respond. Contacted them continuously over the week without a resolution. I didn't realize their reputation until I was stuck dealing with them b/c of the warranty.

Brenda L.

I had a great experience with HEP! I had a plumbing issue and they got out to my home quickly. It required them to crawl under my home several times in the middle of summer until the issue was fixed and perfectly running. They remained patient, positive and kind which is hard to find these days! I love how they can service and repair any issues that may come up with my home, not just a single category. I recommend HEP to all my friends and family, you must give them a try!

Perry B.

Got overcharged for something that was probably caused by an inexperienced tech doing a preventative maintenance call earlier in the year. Priced were 4 times what they should have been. I've heard horror stories about this company from friends. I should've listened. Never again.

Edith S.

I have went without heat for 4 long days now waiting on a repairman to come. Every day they say they will be here but still no response. I just bought the 6 thousand dollar unit from them and took a 10 year warranty on the new system but can't get anyone to come and see why no heat is blowing out my vents. I have 3 tiny chihuahua which I have under my electric blanket trying to make sure they are kept warm. I definitely would not recommend them to anyone. Look elsewhere if you want services and someone who cares about their customers. 11 phone calls to them so far and absolutely no help at all. Just a bunch of excuses.

Melissa C.

Amazing service, fast, friendly, and quality workmanship... I couldn't ask for more! Thank you, HEP!

Charles T.

I do not normally leave bad reviews, but this was so egregious in several ways, I had to speak up. I needed my septic tank pumped. I called several locations. I had one confirmed for today, however at 9am HEP sent me a text saying they had me scheduled for an 8am to 1pm window. I called to confirm they could in fact get it done today and they said yes. I canceled the other company. I took off work, came home to wait and lost 6 hours of pay today. After many calls to HEP and them promising that it would get done today the tech finally showed up at 6:10pm (already dark). I asked him what was going on because he was in a van and not a pump truck. He explained that he comes out to open the tank then the pump truck comes out, but it will not be here until tomorrow. I was pretty upset because they had promised me today. The next day I called the office to inquire my place in line and they said they don't know because it was up to the driver. I said that is unacceptable I should be first. They made the accommodation. The driver came out pumped the tank and left. I asked for the manager to call me. He called and made excuses about why they do it the way they do it. Basically, saying so they would have to send multiple trucks because sometimes problem ends up being something other than a full septic tank. I said he was defending why they do what they do and not addressing my issues, (their website says same day service, they promised me same day service, did not explain their process, paying full price for service that was extremely poor.) He said I'm sorry you feel that way. I said oh okay, I'll just leave a review and not use your company anymore. He said ok. The last thing, when the tech arrived and it was already dark, I asked him how many more jobs he has, and he said he didn't know they don't tell him. He said he hasn't gotten off until 10:30pm all this week. Doesn't sound like a good company to work for either.

It's a shame.