HEP Inc

"We wish you were more specific about why your experience with HEP was anything less than pleasant and helpful. We are very serious about ensuring our customers receive the best treatment from all of our employees from the time we answer your call to the time we collect for our services. It is clear from the information in our system that we did solve your problem and it looks like a reasonable price for services rendered. We can only assume that you had an issue with one of the technicians who responded to your call. One of those men in fact no longer works for us because he had a few complaints about his behavior, so possibly this is one of those incidents that led to his dismissal. Please feel free to call and discuss your concerns with customer service so that we can improve our services. Thank you for your feedback!"

"Member, We have carefully reviewed what was or was not done on your job, and it is clear that we did actually do everything we contracted to do and satisfied both you and the TVA inspector. At first glance, it looked like you were saying we had to hire an outside contractor to complete the job! Without a doubt the job did not go smoothly for us. The first people we sent turned out to be shall we say less than ideal. They no longer work for us, but unfortunately we have to find out the hard way who is and is not going to be a good technician. That same team was sent back to make corrections, and did little more than to prove they were not the right people for the job. The last man we sent out was the man you were happy with, and other than telling you only 20% of the work had been done, we’re still pretty happy with him too. The reality is far less than 20% was left to be done when he got there. One thing we don’t understand is why you rated us so poorly when we did everything we said we were going to do, with no problems left unaddressed. Our goal is to make you happy, and you seem to be happy with the job we did. We also want to solve your problems, and the TVA inspector was happy with what we did. It’s true, there were some bumps along the way, but every company experiences difficulty at times with the people they hire to represent them in the field. By far we have more happy customers and trouble-free installations than not. But we learn from every mistake and we always ensure the customer is satisfied in the end. You can’t ask for any more than that, and there are many of our competitors out there that won’t go that far. When you call us, a HEP employee always answers, and we are focused on satisfying your needs."

"The On Call Manager was not aware of our policy that any submerged pump service calls are referred to an outside vendor. Up until recently our company had worked on these pumps. When our technician arrived, he realized that this was an item that we did not provide service for. Our technician did test the continuity of the new capacitor, and stated it tested okay.As a new technician he was following our protocol that a trip charge be collected when a service call is made. However, we have since explained to him that in a rare situation such as this, he could have had the fee waived by contacting his manager. In summary, the customer will be refunded the full amount for the trip charge. It normally takes a few weeks to process refunds through our system. This refund should be completed within the next week and we apologize if this was not relayed to you in a timely manner. We have reviewed with our staff which products we service and have made corrections to our process so that this would not occur again. Thank you for your feedback and helping us to improve our services."

"Member, I appreciate your feedback. After reviewing your quotes we have re-evaluated the way we are pricing HVAC units. I appreciate you giving us the opportunity to give you a quote on your systems, and also taking the time to leave us some feedback so that we can learn and grow. We also look forward to working with you on your roof. Thank you."

"We use flat rate price books for several reasons, one of which is to ensure the technicians in the field are consistently charging the correct amount for every job every time. We do have mistakes and we do our best to catch them as soon as possible. The actual parts cost is frequently a small part of the overall cost of the job. We want you to know that to have the best talent we have to pay for it. We strive to be a top quality employer. We pay above market rates so we can keep the best people. We want to do your job right the first time. Even though in most cases the manufacturer does not offer a warranty, we still guarantee the product if you buy from us. We stand behind the work we do for a minimum of one year. Anyone could go to a home improvement store and buy parts for themselves to install at a much lower price, but we are not trying to compete with the ‘do it yourselfer’. As with most service companies, there is a large amount of overhead: fuel, insurance, staff, equipment, etc. All of this support is intended to provide a convenience to you, and such a high level of service costs money. We strive to provide the best service for a reasonable price. That price is also given to you up front before any work is done so that you have the opportunity to consider your options before agreeing to have the work done. We know that some people do not want to pay for this service, so with that in mind we are not for everyone."

"You bring up two valid concerns we have had to address, i.e. two employees. Both are no longer HEP employees. There was a misunderstanding about the coupon; the receptionist believed you were only allowed one discount. That has since been clearly established. I checked the technician’s notes, and in his words the filters were “very dirty”, so I can’t imagine why he would have said they were clear to begin with. As for the technician’s behavior, you are correct. His customer skills were lacking and that is the reason for his unemployment. Our policy is and was at the time for the technician to call 30 minutes prior to arrival and certainly all of our employees are trained to be customer focused. On a daily basis we receive one or more compliments on our technicians and/or office staff. As stated previously, Tiffany no longer works with us either, so I can’t ask her how or why she would have given you the impression that your needs were “not a priority”, or that we would “get around to it when it was convenient”. I can assure you though, that is not our attitude or opinion. No service business could exist long behaving the way you describe. As for the service call fees, our personnel are trained to be clear about the fees because we do not want any misunderstanding about our rates. We strive to keep our customers informed about rates and the technical aspects of repairs. Everyone makes an honest mistake, but how it is corrected is what counts. Our commitment to our customers is that we will make it right. In the last twelve months, we have called upon over 6000 customers and made over 8000 service calls. Some weeks alone, we have had over 400 service calls. Unfortunately, the numbers do catch up with us. While we have made mistakes, we strive to learn from them and make corrections as quickly as practical. I really appreciate your feedback and I hope we have the opportunity in the future to prove to you that we do care."