Hero: Plumbing, Heating, Cooling, Drains, Ducts & Electrical

Susan E P.

Prompt and friendly service was the best part of our experience. We had a main line sewer clog, Tony arrived to clean out the sewer pipe, the machine did not work and required repair. Tony and Austin returned and ran the cleaning tool down the sewer along with the sewer camera to assess the clog / problem. Their assessment was a $2200.00 sewer clean out was what was required with a 90% chance to fix the problem. After Tony and Austin left our home, I called another plumbing company for a second opinion.
They came out, assessed the problem and were able to repair it within 30 minutes. They use the same tools that Tony and Austin used.
Hero plumbing attempted to deceive us into believing we needed a major repair. Very disappointed in this unprofessional behavior. We will be contacting the Better Business Bureau.

Katie L.

We had a new gas manifold system installed yesterday. The reason was dangerously high levels of gas leaking in our basement pipes that we started to smell. We were told, by Hero, that one of the leaks was a result of an install error (also by Hero) when they installed a $12,000 boiler less than a year ago.

This afternoon when I smelled gas in my basement again, I called Hero to see if they could come check it out. They asked if it was a strong or not strong gas smell. I was really frustrated with this ridiculous question as we just spent $8000 to be safe in our home. I spent 40 minutes asking the operator to please send someone to, at minimum, run a safety check for gas levels - but they said they weren't available to do so until tomorrow. Finally he agreed to send someone tonight, but as of now (10pm) no one has called or arrived.

Luckily we ran a bubble test which apparently hadn't been done on the dryer line that was reconnected. There was a substantial leak left from yesterday with a strong odor of gas leaking into my house. We shut down the gas line clearly. I'm so disappointed that my family was put at risk tonight due to the initial mistakes and then the subsequent unresponsiveness and uncaring response of your staff

Gail M.

AVOID AT ALL COSTS

Hero replaced my boiler furnace with forced air and central air. The materials they used initially seemed very cheap. They had to redo a lot of items per the inspectors.

They damaged the ceramic tiles when putting in a new air vent and didn't disclose it to me.

I was told ""a couple"" of the ceiling tiles would be removed. The reality was, half of my basement ceiling was demolished.

The whole experience with them was a nightmare.

It took 5 (yes, 5) times for the inspectors to sign off on the work. Thank God the inspectors did their job.

Mercedes B.

Hero tried to sell me 2 furnaces for $11,000 that I did not need.

They came out to my duplex in October 2019 when one of the two furnaces stopped working. I had them inspect both furnaces because it had been a while. During the inspection I mentioned I probably hadn't changed the filters as often as I should have. They latched onto this and proceeded to tell me because I did not change the filters frequently enough I had fried BOTH of my 7 year old furnaces. Supposedly the non-working furnace was damaged beyond repair and the working furnace was ""in the process of failing"". The whole spectacle was very convincing--they were shoving cameras into different places and showing me 'cracks', taking all sorts of reading & measurements, etc.

This same night Hero rushed a salesman out to my house with brochures. The salesman told me the 2 new furnaces would cost $11,000. It was a VERY bad day. I am thankful it wasn't too cold and I was able to wait and to get a 2nd opinion. The other company was able to repair and tune up both furnaces for only $1000 total, and they told me the furnaces have many working years left. I have had no issues since, and it has been 1 year. I shudder to think about what I might have decided if it were much colder and I was more desperate. I don't understand how these scammers sleep at night.

S E.

Do NOT use Hero! They charged us $200 to come out and tell us what the flashing light on our furnace meant which we told the guy on the phone when we called asking for service. We told the guy on the phone we think we need a new circuit panel. They sent a repair technician who came out. We took off the panel for the repair tech. The repair tech looked at it with a flashlight and said ""yeah you need a new circuit panel..."" He then said we should probably buy an entire new furnace and if we purchase it with an AC unit we will probably get a ""deal"". Further, he said if we wanted to repair the broken part, it would be $1,403 and it wouldn't guarantee a fix. We then called around to 3 other companies who said ""Easy fix, couple hundred bucks, do NOT buy a new furnace"". I LOVE how the guy who ""wasn't trying to upsell us anything we didn't need"" was trying to sell us an AC unit in October. Do NOT use this company. They are a scam!!!!

Lee B.

I called because I saw their TV ad for a $97 drain unclog Special, and told them as long as they were sending someone out, I'd like to get a quote on some other work too, but just for this visit what I wanted done was my toilet fixed. It wasn't flushing fully. It would fill with water from the tank, but not completely drain out and remove the waste. Sometimes even 5 flushes later the waste was still there. I told him an old roommate had used flushable kitty litter and may have clogged the drain a ways down the line, and maybe snaking it would help. He took the lid off the tank and fiddled with things there and said it looked fine, but then suggested that maybe the inner workings of the ceramics part might have a crack and the whole unit should be replaced. I said, wouldn't it be leaking in the basement then? And he said yeah probably, So I told him, but it's not. He said it's probably going into your walls and creating mold growth then (!). I asked him to just snake it as long as he was here and he told me it would cost 198 plus tax. I said what about the 97 Special? He said that's just for floor drains, not toilets. I told him I could go buy a snake at the dollar store and do it myself, no way was I paying him $200 bucks to snake it. He said he could give me a coupon rate of $129, and I said fine. I knew I'd be paying that $97 trip charge either way, so another $32 to get it done and him gone was okay I guess. But it didn't help the problem.

A couple weeks later I found a YouTube video which showed me my problem was likely that the water level in my tank was too low. It was only an inch below recommendations, but I called the Mfr's 800# to find out how to raise the water level and the toilet has been flushing perfectly ever since.

NO THANKS TO HERO PLUMBING

CJ R.

I Would never ever recommend Hero Plumbing to anyone! We were charged $410.00 to clean a 15 foot drain! (Wasn't a weekend or holiday) It took less than 10 minutes to clean the drain and we were told it was probably build up from lint from the washing machine. Then the guy wanted to sell a $40 replacement plug for the drain after he broke the plug that was in the drain. Home Depot sells the same plug for $3.36. A week later I was talking to 2 different neighbors and they had 2 different companies come out and clean the same drain in their homes and it was $175 and the other neighbor was charged $200! I'm Starting with posts here on yelp and I will make sure friends and neighbors on the Bloomington, Apple Valley, Burnsville, Richfield, Eagan community pages hear about this also. We Reached out to Hero Plumbing thru their webpage and received no response from them. A post from my husband on Yelp last week and no response for why their prices are double other companies.

Jeff S.

We had Hero come to our home on 9/14/2020 to clean out a clogged floor drain in our laundry room. When making the appointment we asked if the $93 or free applied to this service and the operator said that if it was anything other than the main drain that they would let us know. The plumber arrived within the timeframe and did an initial inspection of the drain and then started a sales pitch on all of the things we could do with the drain. He pushed to do a blast of the pipes and a camera for over $800! The cheapest option he had was to run a cable in the drain for $410 but he said that Hero would not stand by the work if it clogged again. We opted for the $410 which cheapest option presented as the plumber was quick to explain why it would not be $93 or free. It sure does seem like he gets that question often, I'm assuming from Hero's deceptive commercials and phone operators. We were shocked by the price of $410 to do this work as it took him less than 10 min to get the drain unclogged. We had 2 separate neighbors that had the same thing done to their floor drains within the last year and they paid less than $200 with another company. I would like to know why the $93 did not apply for such a simple drain cleaning.

Cody H.

PREDATORY PRACTICES FOR EMERGENCY SERVICE

I wasn't going to write a review because there was somewhat of a resolution but when it fell short of what was promised, I felt compelled. In the beginning of September, I was going to replace a shower faucet in our master bathroom one afternoon. Being pretty handy and doing numerous small plumbing jobs over the years, I felt I could handle it. Unfortunately, I tweaked a corroded fixture in the wall which began to leak. It leaked enough water to the point where it was leaking through the kitchen ceiling below. I turned off the master water valve and called a couple of plumbers I knew. They were tied up on contracting jobs and I needed it done right away since we didn't have water in the house. I've seen Hero Plumbing's advertisements on TV so I figured I would give them a shot. Wow, was I in for a surprise.

Hero was able to come out within a couple of hours and promised a diagnosis for $89. I showed the tech what was wrong, explaining we just wanted a ""cheap fix"" since I had the fixture and we were going to remodel the bathroom in the near future. The tech went downstairs to check my water softener and upon returning, showed me two options for the fix: Best and Better. Best was $1330 and Better was $1472. I was floored. I knew what needed to be done and it should only take about 2-3 hours max. I explained I felt I was being taken advantage of and was told they are a union shop, he was a journeyman and a permit would need to be pulled through the city. I found the permit requirement odd due to my experience being around the trades and knew journeymen typically charge $100/hr on the high end while a master plumber is usually $150/hr max. I pleaded that we needed water in the house and asked to get the price down. He explained removing the specialized access wall panel would save $180. I asked what made it special, so he showed me an image of it and said it was spring loaded. I told him to go ahead with the cheaper of the two jobs, minus the wall plate, thinking I would deal with management later. While he was working, I checked Home Depot's website and found the same panel for $15. When he was installing the faucet I purchased, I went into the master bedroom closet and looked at the parts which were installed. Needless to say, the parts he supplied were $10 max! The tech finished in 2 hours and I could not believe we just paid $547.50/hr for Hero to fix our leak.

The next morning I called the city to line up an inspection. The inspection coordinator did not understand why a permit was pulled because it was not needed. They refunded Hero for it and strongly encouraged that I contact them to request a refund. I called Hero and requested to speak with a manager about our issue surrounding their pricing. Just shy of 48 hours, I received a call back from a representative of Hero. I explained that the permit was not needed, I had some knowledge being around the trades and the plumbers I typically use were all tied up on jobs. I went on to say their practices seemed predatory and felt I was being taken advantage of during a time of need. They told me the best they could do was refund 10% of the bill, plus the cost of the permit. I confirmed with the rep. that I would be receiving a $204 credit back to my credit card, which would still be $488.50/hr, well above what a master plumber would charge.

Now when I write this, it's not to disparage the courteousness or the install from the plumber. It's to advise others of the predatory practices of Hero plumbing during a time of need. I finally got the refund back from Hero in the amount of $200, not the $204 which was promised. You might say it's only $4 they didn't give back to you but for me, this was the breaking point to write this review. In the service industry customer experience is everything and your word is your word. In the eyes of Hero Plumbing, this obviously is not the case. They might do good work if you plan ahead, but when a last-minute emergency arises, BE AWARE!

Patricia R.

I had a great experience with a water heater in March, just after the shut down and was super impressed, so I called when the condensation unit blew out on the furnace/ac. That guy got the AC going, and after 3 days of high heat and no AC, I thought he was wonderful. But when he opened up the furnace, the pilot blew out. Since it was a hundred degrees outside, he didn't check the heat function. I didn't either, until today, when it was cold. I went downstairs and the little fire in the window was not going. I chatted with Hero. Then I called. Then I waited. And waited. And was told the furnace wasn't opened. I asked how he fixed a part inside, then. They refused to send someone to relight it, but are oddly refunding the price of the ""repair."" Go elsewhere with someone that will provide actual service.