HEP Inc

They started off good. They were quick to get out and repair my roof from a tree falling on it. However, they finished on a Friday night. I got to looking at it in the daylight the next day and the shingles don’t match at all. HEP just says oh we can’t do a match but we will come try a lighter shade. Well they’ve been saying that for two months now and my roof still looks awful. Also you pay half up front and half when the job is completed. I’m fine with that but they take that final half out right after the contractors finish on the day of before you can even confirm it’s done right. I would never recommend this company to anyone unless you want a halfway done job and a huge headache dealing with everyone because none of the people in the office know what’s going on. After leaving a Google review they were prompt to come out after two months. However, the roof looks worse than before. Now I guess I’ll get another company to fix my roof.

Horrible experience for my family with a simple water heater replacement. I would think a water heater replacement is a basic plumber skill set!!! They installed the wrong size. I’m not even sure they sent out a plumber! They charge a huge after hours fee & did not fix the issue. The manager was no help & took no ownership in the problem! Poor to no customer service! Family found someone else to fix the mess Hep created! Such an unprofessional company! Would not recommend or use them for anything! Better off to use a dedicated Plumbing business, Electrician, HVAC, etc

Leaks everywhere. They flooded our Heating and Air ductwork and caused $6500 worth of damage and will not return our phone calls. This company should be shut down for good. More inside property damage that happened while they were here working and they tried to cover it up and not tell us. They already got paid 15,000 to do the job and now won’t return our calls. I believe I need a lawyer.

This has been the worst experience I have ever had with a plumbing company. I had two individuals come out to give me an estimate for work and to send someone out the next day. The young man came out the next day - explained why one of the items was unable to be completed as it was described in the estimate and one of the other estimated items was not even on the list to be done and that it would be $2000 more and they would have to come out another day to do it. That other day was today - called me to say this item had to be completed in a different way than the original estimate and will be another $500. The only thing he repaired from the initial 3 items was to redo the pvc pipes under the sink and repair the drain since both sides leaked. First day - said the left side just needed tightened but when they were back out to let him know if it was leaking. Which is was - he just tightened again today / still leaking. So I spent over $600 to still have a leaky sink. As for the job that was going to cost me $500 more (total $2400) - I cancelled that. Still waiting to hear if I get that money back. So in total 3 visits, $1500 and my sink still leaks and have never had anyone follow up with me from management. Never use HEP!

Customer service was excellent! Patrick was wonderful to work with. He was on time and got the job done in a timely manner. We have heat!! I would highly recommend.

HEP was amazing! Came out on time, explained the entire process. It was quick and easy! Thanks HEP! I’m telling all my friends about you guys!

Had new AC unit and cross ductwork installed in 2020. Already had ductwork stop working correctly twice. During installation week installers were late, didn't show, and left without finishing work. Doghouse was not initially installed so my house was left open and exposed for 2 weeks. Also slab the unit was on was not properly supported. Ducts were not properly installed. Now have to completely gut and reinstall ducts because they have become full of water after just having them repaired for $2000 last year.

Kitchen sink was clogged and tech came out and wasn't able to fix because the tool wasn't long enough which was only 32 feet. Said would have to use a jetter and would cost me 700 dollars to repair. Told him no thanks and called roto rooter and came out and repaired and charged 190 dollars. Beware this place is a rep off! Will never call them again for anything!

I have used them in the past with mixed results. This time I had a pipe to freeze during the cold snap and called HEP plumbing and no one answered the phone. I called every half hour starting at the 8A on Friday through noon on Monday. Finally called Pioneer which answered promptly and put me on the schedule. HEP is irresponsible and obviously does not care about its customers.

If I could leave zero stars, I would. They 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.

Do not use this company. The do not pull permits to install your hvav units so the do not have to be inspected. This is due to them not wanting to be inspected afterwards because the do shoddy work and you pay for things you do not receive. You also over pay for a low end unit and get charged way to much for labor. Then they try to place all the blame on you. We bought a unit from them in Feb 2022 and already had to replace it with a different unit in September 2022. Had to pay for service even though I was under warranty for something that I was told should have been done when the unit was installed. Was told if I did not pay the charge, even though I was under warranty, that I would be put on their no service list. So please be careful when and if you use this company. The rip you off and will give you the run around about it as well. They are not good at returning phone calles

HEP Plumbing in Chattanooga came to a rental house without my permission as owner of the house. When they arrived, they quoted my tenant a price. When he asked if he had any options, the service technician told him - nope, it will cost you that much anywhere you call. (Not true) They replaced a flush valve and charged $243. As the owner, I called to dispute the exorbitant charge and was told 1) it was this high because the service was after hours - not true; 2) it was this high because it was an emergency service call - not true. When I asked why the work was done without calling me (the owner of the house) first, the customer service rep said my tenant lied about the house being a rental. Again, not true. (I asked to hear that recorded phone call to affirm my tenant lied, but of course they didn't provide that.) I will not use this company again due to their exorbitant fee and unscrupulous customer service.

Terrible, no one from HEP came inside and looked at the two toilets that were clogged. They first sent out a man to diagnose the problem. After his inspection he said he was pretty sure the problem was the field line wasn’t draining properly . He said a replacement field line would cost around $16,000. I refused to let them do that. He said it would cost us $2,100 to look further into this. He said we could pay this now or half of this now. We paid him $1,000 and he left without ever looking at the two clogged toilets. Later other men showed up with a backhoe and other equipment. However, none of them came inside to look at the two toilets that were clogged. Upon leaving we paid the rest of the $2,100 plus $400 to add a larger riser. After they were finished and left, our two toilets were still clogged. Obviously we’ll never ask them for help again.

This was the worst experience I have had with a company! They told me I was on the 1 to 6 list… at 530 they called said tech was running behind but he was still coming.. at 657 we called they told us they were coming still.. never called back or anything.. I called first thing in the morning spoke with one man he put me on the 8 to 1 list. At 1030 I got a call asking if I wanted to be put back on the list for the day… the communication is just horrible because when I called them back and spoke with a different person they seen I was on list.. fast forward guy comes out.. sweet guy.. told me what was wrong with it but then told us he didn’t have any parts on his truck and pretty much demanded 68 dollars for a a service fee for telling us what we already knew! Worst experience ever and will never call back.

Terrible. Thought the quality was good, once they were done. I didn't notice much, but the hot water when turned on, would spit, like it had air In the line. I had to call them to get them out here to check it out 3xs. The last time the guy finally fixed it. Apparently they didn't bleed the hot water tank that they installed. Lol. Apparently every plumber is suppose to know that. Fast forward about 6 months later. The 2nd bathroom they installed plumbing in, had been leaking since they left. No one knew. Lol had a triple bunk bed, right up against it. My oldest decided to rearage her room, found an unbelievable amount of mold, and mushrooms growing on the floor. They didn't install the pipes correctly into the 2nd bathroom. Both were cross threaded and crooked. When I called, they sent someone out to check it out. That guy said he wouldn't have done the work, like they did. But tried to blame it on my plastic fittings for the shower. But either way I was suppose to hear back from q supervisor to see what they are willing to do about it. Had to contact them about 3xs within a week bc I didn't hear anything and we can't live with mold!! So finally after the 3rd time, I got a call back. Said bc we have plastic fittings, and we should have had brass, which someone on their side should have told us, but did not. It's our fault lol and we have to deal with it. Said if we get copper backs, to our faucets, for the shower (sorry idk what they're actually called lol) then they would come out and attach it, then they would warranty their work lol.. We have home warranty insurance. So when that wonderful guy came out, he was baffled lol. Couldn't believe they did what they did. He was able to fix both leaks (hot and cold) and had no issue with it lol. We discovered when HEP cross threaded both fittings, they had less the a 1/4 inch bite into the fittings. They also used glue, a gas line glue lol. Instead of plumbers, glue, if it was needed. Which it wasn't. I would never use these terrible people!! Just the mentality of the supervisor, and most of the employees, are ridiculous lol. Seems like they only want their money and don't put in quality work. FYI for a complete replacement of pipes from the Metter at the rd and a hot water tank was 8k. Lol and they can't even do their job right!! They didn't even make sure the pipes would fit within the sheetrock that I had cut out prior.. Lol please save yourself the hassle. Wish we did!!

HEP came to my house and diagnosed clogged sewer drain as tree root damaged sewer outside requiring replacement of the entire sewer line from house to street. Was present during excavation and no tree roots or any other problems were present. Contract was $5,500, but conditional on providing a section of tree root damaged sewer pipe. Several days later, front yard still not covered. County inspector reported that inspection request had not been made. Seemed like their entire office came to the site to witness this diagnostic error. Finally, inspector passed it and my front yard was covered. Weeks later, HEP contacted me requesting the entire $5,500 for repairs that were never needed. Thee so called licensed plumber ran a bore scope through the drains and diagnosed irreparable tree root damage and recommended replacement of the sewer line. HEP management was suppose to contact me that same day, never did. Finally, someone from HEP did requesting $5,5000 for an issue never existed. Their claim was that their employees did the job and should be paid. I argued that their employees should learn how to do their job prior to expecting to be paid. Short answer was HEP threatened with legal and financial repercussions that I could have easily overcome in court, but I would have to take days off work to go to court. Additionally, attorney fees I'd have to pay. HEP then started to auction their misguided right to be paid for consumer fraud with my schedule availability to fight it in court. We settled on $2,500. THIS COMPANY SHOULD BE PUT OUT OF BUSINESS....

Annoyed with them right from the start. Billboard ads around the city state that there will be a $7.00 service call charge. Called them and scheduled service on my shower. Come to find out you need to sign up for a service plan to get the $7.00 deal. No explanation about that over the phone. I revisited the billboard and see in smaller print "while supplies last". What the heck does that mean anyway for a service call? Since I am already into the service call for $68.00 I move ahead with the shower repair. They need to order a part which takes time, and that is understandable. No problems or complaints there as supply chains are messed up. But when they called to say the part was in and schedule a repair time with a 5-hour schedule window they didn't show up and wife called to see what's up. Come to find out they had the wrong part but never called us to inform that they would not be there that day. Day 1 wasted. Rescheduled for another visit and again 5-hour window and they missed that one too. Excuses and apologies provided but the service folks laid blame on the scheduling folks. Wanted to back out then but a deposit was paid and the part was close so press on. Day 2 wasted. Rescheduled for a 3rd time with another 5-hour window (8am-1pm). 1pm comes with no call or visit. Called service and hear that technician on another call an would be there after completed the previous customer. 3pm comes and no call or visit and a call to service and hear the same excuse. Day 3 quickly slipping away. Third call at 4pm and this time the service manager becomes belligerent, rude, and condescending. It seems like it is now my fault that he is stressed by my calls -- who is the customer here??? He tells me he has 15 techs and he has to juggle them all around and I am being unreasonable. Who is the customer again??? I says, "If you have 15 techs, get one of the other ones to complete my service call. He gets angrier and hangs up. I called their main number and explain what had happened. 1 hour later, 5pm, 2 service techs complete the job in 10-minutes. Day 3 wasted but shower working. Subsequent calls continue on the some vein. It is someone else's fault I did not get a tech to my house on time. Scheduling department's problem. Who is the customer again??? Who is the company??? I don't care if there are 15 departments who are touching my service call, I am dealing with 1 company -- HEP -- and I have 1 customer experience based on my interactions with HEP. Is it my responsibility to understand and accommodate their poor management, poor communication, and poor coordination between their various departments? Is it my responsibility to understand that their workload is difficult to schedule and I should accommodate my schedule to meet theirs? In my interactions with three of their staff, apparently that is what I am supposed to do. Needless to say, no more HEP for me. I recommend yu steer clear of them as well.

Great. Very professional, kind, and helpful. Robbie Cottrell was great, and so was Reuben.

They told me my appointment was 8am-1pm time frame. No one called or showed up. I called at 1pm and was told I was still on the list but there was no ETA and he's just running late. I called again at 3 and was told the same thing. Someone finally called at 4pm and said they would not be able to make it after I took an entire day off from work waiting on them. They made no offer of waiving a service fee if they came out the next day. I cancelled and went with Tri County Septic who showed up and did the job for less money. I will no longer use HEP for anything after I was treated as if my time was worth nothing to them.

I WAS with Total Home Protection Warranty Company (DO NOT EVER USE THEM!) so when my heat pump stopped working I called them. You have to use contractors THEY tell you to. They sent me an email telling me to call HEP. I did. They told me they would be out the next morning. I had to choose the typical 8 - 1 or 1 - 5 time. I chose the 8 - 1. They called several times, but never did get there by 1. At about 3:30 he pulled up. The minute he got out of the van, he was telling me about a special on buying a new heat pump. I explained that was up the warranty company. I showed him where the heat pump was, and went inside. By the time I sat on the couch, he was back at the front door. He did not have time to look at the unit. He said it would be $1,400.00, but because the unit was so old he suggested replacing the whole unit. He left and I never heard back from them. I finally got a hold of my warranty co. who said HEP had been unresponsive with a diagnosis. Long story short, 3 weeks later I got my OWN person to come out. It was only the fan. The total including his call out fee was $245.00. HEP is a rip off and so is TOTAL PROTECTIVE HOME WARRANTY!!! Of course they denied the claim from HEP. These 2 companies are a fiasco!! PLEASE DON'T DEAL WITH EITHER ONE!!!

Neighbors, I've been hesitant in posting this complaint about a prominent Heating and Cooling company. However, my conscious has constantly nagged me day and night. After having a very minor electrical repair done in my kitchen last Tuesday 12/4. my furnace would not come back on. Everything else electrical in the house was working fine. No breakers were thrown etc. Temp inside the house was 58 degrees. I called HEP Service Experts to come to check it out. After checking the breaker box, calling headquarters for help and flipping a switch on and off the technician informed me all was fixed. Oh, and I was informed that he had to switch a black wire with a white wire to make the furnace fire up. My furnace was pretty new and had never had any problems before when KUB had a hiccup in their service or power was off for electrical work. The total for flipping a switch on and off, two trips to look in the circuit breaker box, switching two wires and a call to headquarters in a little less than an hour was $296. A call to main HEP office to ask and dispute the high charge was never returned. First call I talked to the financial mgr who promised to call me the next day after reviewing the work order from the tech. I called once more after no return call from HEP. Both times I called everyone was in a meeting. Yep, probably to discuss how to fleece us old veterans and others. Beware

I emailed 5 plumbers, this was the only company that responded, very professional, clean, neat. I gave F on punctuality bec the plumber came 6:30 pm, I scheduled from 3pm to 5pm but I’ll use them again hands down.

Except for the several times they didn’t show up when scheduled, they did a good job. In the end, we are happy with the work.

********BUYER BEWARE********** Heat/AC system installed in August ‘17 with NO KNOX COUNTY PERMIT, CARRIER SYSTEM REGISTRATION/WARRANTY by HEP, although I was told multiple times they had both. Two separate heat units installed incorrectly exhausting gas into my home. Three systems and a years worth of headaches/frustrations, I finally have units registered/warranty and inspection by Knox County Codes Administration. *********BUYER BEWARE*********** Installation of gas heat systems require permits through the Knox County Codes Administration. Please protect yourself ensuring your current or future systems are permitted, installed, and inspected by Knox County Codes Administration. HEP has admitted they are aware of installations they have done without permits in Knoxville and Oak Ridge.

The discovery call for price information was elusive. But after asking many questions to understand the pricing the salesperson could not confirm if the initial price of $68.00 would or would not cover the labor, first it would, then it wouldn't. He could not give me a straight answer. No hourly rate could be given either. He just said it would be $68.00 but when the plumber got here he wanted to confirm the price with me of $220 and said it would take 2 hours. I told him that was very different from what I had been given on the phone. He called his manager to see if he could help reduce the price. Then the plumber said the actual price for this job is $321.00 but that he could discount it for me to $228. So the price kept changing, but we needed the toilet and he finished the job in under 45 minutes. So a 45 minute job is $228.00.