Hero Plumbing, Heating & Cooling

We had a furnace and ac unit installed yesterday and were so excited to use the ac today during the hot weather. Unfortunately, I thought I was using the thermostat wrong and couldn't figure it out. I called Hero, who called a technician who was on the road. His name is WILL. He made time in his day to not only check on the problem but replace one thing on the ac connection that was preventing the system from working. He really went out of his way and in no time at all, I'm sure we'll be freezing! Thanks Will! We appreciate your awesome service!!

This company engages in deceptive practices. I initially contacted them for a standard main line snaking service, which they advertised for $123. Upon arrival, the technician immediately attempted to upsell additional services. After I declined, they performed the basic service but strongly suggested I pay extra for a camera inspection due to a significant amount of roots they encountered. When I refused again, they offered the camera inspection for free, which revealed a root ball at about 65 feet. They then proposed an upgrade to a larger blade, which I agreed to. However, when they returned the next day, they attempted to charge me the full price for the upgraded service instead of just the $100 difference. Although their system allegedly didn’t allow for the correct adjustment, they managed to apply discounts and coupons, bringing the total down to $102. Despite using the larger blade, they were unable to clear the root ball and recommended either a significantly more expensive chain service or a $11,000 liner service. I declined and instead hired Ron the Sewer Rat, who successfully completed the job using a regular blade with a camera inspection, without any issues. Save your money and avoid this company, as they seem more focused on upselling than providing genuine service.

I scheduled the $93 drain cleaning (They clear your drains or it's free) because my water was draining slowly. This was rescheduled three different times (I believe they schedule you right away so you go with them, just delay until their schedule frees up which is very inconvenient.) They attempted to clear my drain but could not and got their cable stuck in my main line. They told me I would need to pay them $1,300 just to have their cable removed and to be back where I started. I called to talk to a manager as this feels like such a rip off. I pay for their mistake? That much money to just be where I was when I started. He said no, then I talked to someone else who said I need to pay it. Then I sent a couple emails as this felt like a scam but they didn't return emails. Terrible customer service and feel like they'll do anything to make extra money. Beware.

I would give them a zero if i could. They are working a cross the street right now fixing a main drain problem. Our neighbor is not home. Since 700 am they have been standing around literally doing nothing. 4 or 5 guys 3 big trucks. They are laughing eating clocking time. What a rip off and waste of money. Don’t hire these guys . I’m texting the homeowner neighbor now. He should come home and see what he is paying for.

Was once a huge advocate, new systems at multiple homes…chose them for plumbing projects, sump pump projects….always spoke against negative comments advocating for the benefits of convenience / service (with the understanding that I would at times be paying a premium for this). Long time customer now seeking a new HVAC/plumbing provider as the service is no longer here with HERO. I tried to get a tuneup on the system they installed, as I could tell there were issues with the system (hot days I couldn’t get he house below 80). Initial delay from May appointment that I was fine with, they said end of June for a reschedule….didn’t hear back, so called at the end of June. Was told by their paid external customer service group that It now needed to be rescheduled again for August…or near the end of the hot summer when AC is no longer useful for as long. hero, you’ve lost my business and support and I suggest to all others to consider a different company moving forward.

Horrible, I called this company for a backed-up kitchen drain, they said they would not give any reasonable estimate because all drain issues are different! Then their Tech shows up and before he looks at the Job quotes $600 to clean the drain????? Then demands his $70 trip Fee???? Guess what, this seems to be their business model, lie to your clients up front, over estimate when you arrive, collect $70!!!! They advertise as a Veteran run business? but yet have no integrity???? They advertise a $93 MAIN DRAIN LINE clean out Flat fee, this is 3 times the work of a kitchen drain???? Beware of this Company

Less than a year with hero. Had them install a new furnace and within a few months it stopped working. I have also had appointments rescheduled twice. When I called hero about the latest one, the person on the phone said it was written in their system that I wasn't home when I or someone else was home all day. I have a doorbell camera that would have recorded someone knocking on the door. I would recommend not doing business with a company that blames you for their failures.

Their price strategy is an unhealthy business model and does harm the customer. A company without integrity can’t survive.The entire process was filled with misleading information and cheating. The customer service call told me that the diagnosis charged me $69.99. I felt it was good to help me figure out where the problem was. Krist opened the switch and took a look for 30 sec (? 30 sec for $69.99) and immediately closed the switch cover. He said he has to discuss with me the price. I was not handy at all. So I trusted him. He provided me with three options: the most expensive option is almost $2000. He said he might need to open the wall to run a cable. All the conversion was misleading to make me feel it was quite timing-consuming work. I told him $2000 is too expensive and then he suggested I can choose the second option $950. I told him that I called Angi (a handyman website) yesterday and based on my description(Again I didn’t know the real situation, the Angi agent told me via phone it would be a 3.5 hours job for the worst scenario and it would cost me up to $550, but it was an estimate because they need to come over to check first. After Kirs heard the estimated price of $550, he said he can make a call to his boss to see if the price can be adjusted. He called his boss quickly and quickly they said they can do it for $550 as well. I'm working at home and I had three-morning meetings that Friday so I didn't have time to carefully think about it. Since I thought it was 3.5 hours of work, $550 should be reasonable. I quickly signed the agreement and ran to my meetings. However, when Kris told me the work was done, I was so surprised because it might only take around 10 or 20 mins. Most of time, he was taking many pictures of the other appliances in my house( I don’t know why). I asked him if the cable was just behind the switch, right? He said yes. He knew I had to run to another meeting, He asked me to pay quickly. It was really a busy morning for me. I paid him and sent him out of my house. When I finally had time to recap it that afternoon, I realized that I was misled: he opened the switch, and he should know the cable of the fan was behind it, what he needed to do is to connect. Why he tried to make me feel it would be $2000 work? The only reason why I agreed to pay is it would be a THREE hours job. I paid him $69.99 to do the diagnosis so I have to right to know if it’s a simple job or not. Because of the misleading information, I lost my mind when I negotiated the price. Another thing that should raise an alarm bell but unfortunately I was not alarmed by it: how can they quickly reduce a price from $950 to $550??? Kris simply changed the numbers in their system to make a final price of $550. I should have been immediately alarmed by it. I regret that I didn’t have time to carefully think about it.

Everything was great, at first. 6 months after the work was performed it began leaking and caused flooding in my basement. I was told that the "Hero guarantee" covers nothing and that they don't warrant their work. Considering they charge 2-3x as much as anyone else, I would NEVER recommend them to anyone for any reason. They also refuse to cancel my "Hero membership" That has been charging me monthly. Go with someone else, anyone else.

I contacted Hero for a quote to replace all the galvanized pipes in my home with pex. This is easily at least a $10,000 project. They refused to waive the $89 fee for quotes on plumbing work despite the size of the project. I will be seeking a company that actually values my business.

Just had a really frustrating experience with Hero plumbing, heating and electric. We decided to go with them to install some light fixtures. Had an appointment today but unfortunately it is an open schedule, meaning they'd be with us some time between 7 and 4. So, my husband took the day off work (unpaid) and waited & waited & waited. They're supposed to call an hour before coming so at 3:15 we called and they said they'll have to reschedule. They're running behind. Apparently, it never occurred to them to call us! They will not keep their techs late and have no interest in accommodating us in any other way. But, they're happy to "give it another try some other time". No thanks! Also, just to mention, their receptionist was lovely and I was careful not to take it out on her. But I don't recommend Hero!

Terrible, tore up my whole yard what was discussed on estimate was not what was in contract, had ipad & just said sign,sign,sign. Ruined my 40 years of landscaping!!!

The Hero plumber (Austin Schmidt) was very knowledgeable and professional. He used the camera in the drain and clearly explained the problem to me and the proposed solutions. He completed the job in a timely manner and cleaned up after his work. Job well done!

They initially called back right away. I missed the call and when I called back it went to their main office. They immediately wanted to schedule a personal visit to give an estimate. I asked to speak to someone first to get a few more details from them to be sure I wanted to take that next step. They took my information, (didn't seem to have any of my info from my Angies List request), and said they would have someone call me back. They never did. That was on August 14 and today is August 25. They have lost their opportunity.

Was charged just under $1000 for unclogging the basement drain in floor. Did not provide a detail billing explaining the high charge just stated clogged drain. He also broke a minor part after the work was completed and replaced it with a $50 charge added. When looking online standard price for this job is between $250-500 He also quoted us for replacing our garbage disposal and quoted us just over $1000 since he said the plumbing needs to be redone, stated illegal but upon further research is not illegal or against code. On the quote he put we requested the piping be redone under the sink. We were also told that due to covid he would be wearing a mask the whole time and a few times coming in and out he stopped wearing his mask and coughing downstairs. We have had to since sanitize the area he was working in or touched

The technician was fine. He didn't have one of his supplies, so he had to leave for about 30 minutes. He arrived at 8 a.m. and left at 11:30 a.m. when the job was completed. The cost of this replacement was $1897.00!! That is EXTREMELY high for that kind of job. To price gouge the public for a job that should have been $600-$700 MAYBE, is a disgrace to the plumbing industry!

Terrible. To replace a $50 plumbing part, their estimates ranged from $485 - $2,265. All I needed was a replacement cartridge installed on my bathtub faucet. If you ask them to repair a bathtub faucet, they'll try to sell you on a brand new shower head, tub drain treatment along with the cartridge instead. You can have the "silver", "gold" or "platinum" package. The cartridge and valve in my bathtub faucet handle needed replacing, and it's about a $50 part at Home Depot. They charged a $69 "trip fee" just to come to my house and do no work, look at the faucet, and then spit out 5 different estimates on their iPad for services I neither wanted nor asked for. I will not be calling them again.

The tech found the problem in 5 minutes. When he was talking to his superior to determine the charge, I was on the internet. What I found was a replacement motor was about $200 and a Utube video said replacement time is about 15 minutes. The tech then told me the work cost was $1800. I asked for a breakdown of service charge and parts and labor cost. He could not give me a breakdown, the home office would not provide that level of detail either. We are an elderly couple and wanted heat so we proceeded to have the work done despite the price goughing. The next day I got a free quote from a competitor. Of course, I told him what part was needed and he confirmed the $200 price.

Although I am happy to have a working drain again and satisfied with the completed job, I felt uneasy about the manner in which the quote was presented to me and really unhappy about the questionable charges (and more so after having researched the pricing for the job presented to me by the service tech). Under normal circumstances, I do my research in advance and go with companies that have a lot of happy customers, good ratings and ethical business practices. That said, I didn't do my research up front and I paid the price (literally) for it. The service tech presented me with a "bandaid" quote option of unclogging the drain at the source (the kitchen sink) and the more extensive and expensive option of doing more of a hydro jetting job in order to remove debris that I was told was most likely collecting within and from the greater water line. This means they use a special high-pressure hose to shoot water down the line from the kitchen sink and dislodge obstructions and debris. Although I opted for the bandaid approach at about $300, I was shown the extent of clog at the kitchen sink and was led back to the option of doing a more extensive hydro jetting job on the whole line. I was unsure as I know that there was no real way to know if the problem extended beyond the sink area or if this extra work was even necessary for the functioning of the sink drain in the long run. Essentially, the need for a bigger and more costly job was an unknown to myself and the tech,...no hard evidence is presented to the customer. The customer just is just presented with the possibility that they may have a lot of crud that exists in their system beyond the source. The company charged $1100 for the work (at just over one hours work). When I did my research after the fact, I learned that the average charges for high power hydro jetting/scrubbing for cleaning up a typical household sewer is $350-$600. So, I am left wondering if I paid for something I truly needed or not and if I was over charged.

Hero Plumbing and Heating was called on a Saturday. I was told up front that the service all charge was to be $94.00 since this was a weekend. I explained the job was a small one and just needed someone to replace a cartridge in a bathroom faucet. I had the correct part from the Mfg. on hand. After the service man took photos of the handle and the area leaking, he said he would go out to the truck and figure out "what these services would cost". He was gone a while and when he returned, he came to me with 3 recommendations- Elite: 1,517.00, Silver: 1,394.00 and Bronze- 459.00. I only needed a new cartridge and some corrosion removed so I chose the Bronze package. He was trying to sell me on the need for a water softener. I informed him I had ran out of salt and the system had not recharged but recommended a new water softener system that they could put in for about $2,200 due to Hard water levels are at 19gpg. I paid the $94 trip charge and 459.00 invoice for a total of $553. The plumber was at my house for less than an hour. The whole process and price were outrageous. I would like a partial refund as $553 per hour is ridiculous, even on a weekend.

Hero Plumbing and Heating responded to the Angie's List referral. I was told up front that the service all charge was to be $89.00. I explained the job was a small one and just needed someone to replace a cartridge in a leaky kitchen sink faucet . .. I had the correct part from the Mfg. on hand. After the service man took photos of the handle and the area leaking, he said he would go out to the truck and figure out "what these services would cost". He was gone a while and when he returned he came to me with 3 recommendations each showing a payment plan of around 200$+. He was trying to sell me on the need for a water softener. I informed him I had a soft water system only 2 years old. and that I called the company to fix a leaky faucet.. he began to explain how the water in the kitchen was..XXXX hard and in need of a softener. I said again he was called to fix a leak in the faucet handle on the kitchen sink. I asked " How much for you to fix the faucet I called about.. and he showed me a bid of $209.00. I asked "even if I have the part?". He went on to explain how they were a union shop and not always the lowest priced service provider". The whole faucet was only 3 years old and didn't cost that much new. I told him I was not upset at him, but at the unorthodox business practice of his company.. I paid the $89 trip charge and told him this whole process and price was outrageous. he processed the charge and said he would send me a copy of the proposal.. I told him all I needed was the receipt for the service call and don't bother sending the estimates for replacing the soft water system in the house.. I feel I have paid a company to come out and try to sell me unnecessary system and this was a "Bait and Switch" I just paid 89.00 to have these people come out and sell me.. I'd like my 89.00 back

WONDERFUL!! We are so pleased with Hero plumbing!! They were so courteous, knowledgeable, kind, thoughtful....From the minute Garvin came and diagnosed our problem, he was so nice and explained everything. He REALLY is so smart and just really a great guy!!! THANK YOU SO MUCH GARVIN!!! And you know plumbing problems are tough because you know they're probably gonna be expensive, but you HAVE to have it done. Well this company took ALL the worry out!!! They were FANTASTIC to us!! They were very concerned with how we were doing and that our drains weren't backing up when there was a bit of a delay getting to our job which was fine because life happens, we understand. And their employees were excellent ! We really can't say enough about how wonderful they were! From Garvin who 1st came out and was just wonderful to us! To Maria at the office and all the other guys who worked the job Cam, Matt, John, AJ, Nick, I'm sure I'm missing some guys cause man there was an army out there! And Dave who was really great at explaining everything to all of us, without making us feel like idiots!! The other great thing was they were available for any questions no matter what at anytime which was wonderful! We would recommend Hero plumbing to anybody we had a wonderful experience and will definitely call them or recommend!!! We seriously can't thank them enough! And again they were so kind to us we really appreciate it THANK YOU hero plumbing!!

He proceeded to remove the garbage disposal. This work was at my 86 yr old mother's home. She is a vulnerable adult. The rep showed up and said he was running way behind. He proceeded to remove the garbage disposal! This was not the work ordered at all. I called and asked them to fix the problem they created and do the work that was ordered. We scheduled an appt. My sister took the day off work to be there. I received a call late morning that day saying they had too many "priority" calls that day and wouldn't be coming. Clearly accepting more work than they have resources. They agreed to come fix the problem and then had no regard for the appointment made. BAD business ethics. How are you going to make this right, Hero????

They were just great, they have been out here several times every time I have questions with regards to the newly installed system. They were very personable, considerate and kept everything clean, they clean up after themselves, and always available when you need their assistance. Their people are always concerned and always make sure that I was satisfied with their service. Their Pricing was very reasonable as well.

I was a member of their "Happy Home Club" paying $10 per month and receiving a free A/C and furnace inspection each year. This year, the furnace inspection was rescheduled twice and I was just told they can't get to me until January 2020 due to emergency calls and over booking. So basically they don't have enough people to do all the jobs they sold. I cancelled my membership and won't use them again.