ComplaintsforHEP, Inc.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an estimate from hep to do some plumbing hvac n garbage disposal $1244 total. Paid by check. I canceled disposal 3 hours later hep billing rep said credit would be issued. Plumber came next day didn't do disposal but said was still on order he called billing n told them no disposal worked performed, they said credit would be issued for $569.Description of WorkReplacement of 1/2" trap primer to 1/2" CPVC material/ removal and reinstall of 16" ductwork ( to gain access) replacement of 1/2" hpgarage disposalTask # Description Quantity Your Price Your TotalCPL74 Install 1/2 HP Garbage Disposer 1.00 $569.00 $569.00Custom Quote Custom Quote that is currently not in our standard price book replacement of 1/2" trapprimer to 1/2" CPVC material 1.00 $675.00 $675.00Paid On Type Memo Amount4/25/2024 Check $10.50Member Savings $63.00Sub-Total $1,244.00Total Due $1,244.00Payment $10.50 Balance Due $1,233.50Thank you for choosing HEP. No refund I received these texts.** ********* **** ** ***** ******* **** **** **** It has been brought to my attention that may have a few concerns regarding billing and our efforts with correcting your plumbing issues. Could you please call me back to discuss the issues? I would love to try and help you obtain a positive result to these issues. Thank you much!OK I will get it processed.I apologize Sir I thought this was already taken care of already. I will look into this on Monday. Mr ********. This after I texted no refund. Refund due $569.

  

  Business response

  07/18/2024

  Dear ******,
  Thank you for bringing your concerns to our attention through the BBB. At HEP Inc., we are committed to ensuring our customers are completely satisfied with our services.
  We apologize for any misunderstanding or inconvenience you experienced. After carefully reviewing your case, we have determined that a refund is appropriate. We are processing your refund immediately, and you will see the amount credited to your account within the next 7-14 business days.
  Our goal is to maintain your trust and satisfaction.
  Thank you for your patience and understanding.
  Sincerely,
  HEP Inc. Customer Support Team

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in february my Air unit went out They installed it 4 years ago. Told me it had a leak Said they were a 100% sure. The part they replaced was what was leaking it wasn't. Everything leaked back out. Refrigerant is what I'm talking about. They charged me $2300. I've been waiting on this part Since April I have no ac They've been giving me the run around. I feel like they are trying to get me to buying a brand new unit The unit is only 4 years old. They don't want to work with me. They past me on to everyone else in their business. I'm worried in July 12th. there gonna tell me They can't get the part like they have been since April. They put refrigerant in it twice and it's late back out. I don't wanna pay for the refrigerator anymore. I think that's why they don't want to hold up their end i do not see how It's taken 4 months to get this part. I told him I would pay for the labor. At $660. And they are overpricing. They charge a $196. For a pound. Of refrigerant Other places are charging a 160 Dollars a pound. Then every pound after that They charge a $108. My unit is still under warranty. The 2300 dollars, they charge me the warranty pretty much didn't cover anything. I just want my unit fixed. So I'm not suffering. These people are very unprofessional as I said. Every time I talk to somebody, they passed me on to someone else. When I call back to talk to a manager or sales manager They told me he quit. They have said it twice to me now. Their main manager I've talk to him twice since April. He still cannot find a resolution. They just want more money out of me or force me to get a new unit. Because they were trying to tell me They've been having troubles with this Brand of a unit. They didn't tell me that when I had them. Install it in 2020. I don't know what can be done I would appreciate it if you took a look at this. Any advice would help thank you.

  

  Business response

  06/28/2024

  Dear ****** ******
  We sincerely apologize for the inconvenience and frustration you have experienced with your air conditioning unit. We understand how critical it is to have a functioning AC, especially during the warmer months.
  Firstly, we appreciate you bringing this matter to our attention and allowing us the opportunity to address it. We take all customer feedback seriously and strive to improve our services continually.
  Upon reviewing your case, we have identified the following points of concern:
  
  The leak in your AC unit and the repeated refrigerant replacements.
  The delay in obtaining the necessary replacement part since April.
  The communication issues and perceived lack of professionalism.
  We understand your frustration with the delays and the inconvenience caused by the lack of a functional AC unit. Our manager, Will, has personally spoken with you to explain the situation and ensure you are fully informed. We are committed to resolving this issue promptly and have scheduled a visit to fix your unit under warranty.
  Regarding the charges for refrigerant and labor, we aim to provide competitive pricing while maintaining the highest quality of service. We apologize if our pricing was not clearly communicated initially.
  Our team will:
  
  Expedite the procurement of the necessary replacement part for your unit.
  Ensure the repair is carried out efficiently and professionally.
  Address any remaining concerns to restore your confidence in our services.
  We value you as a customer and appreciate your patience as we work to resolve this issue. If you have any further questions or need immediate assistance, please do not hesitate to contact us directly AT 865-210-8426.
  Thank you,
  HEP Inc. Customer Support Team

  

  Business response

  07/15/2024

  Thank you for bringing your concerns to our attention and allowing us the opportunity to address them. We are pleased to inform you that we have already resolved the issues you raised in your complaint. Our team has been in direct communication with you, and we are glad to hear that you are satisfied with the outcome and the service provided.
  
  We appreciate your patience and cooperation throughout this process. At HEP Inc., we are committed to delivering exceptional service and ensuring our customers' happiness. If you have any further questions or need any additional assistance, please do not hesitate to contact us.
  
  Thank you for choosing HEP Inc.
  
  HEP Inc. Customer Support Team

  Customer response

  07/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21867582, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had just bought this place two days before this happened our heat and air wouldn’t work so I called HEP A guy named ****** *****r came out to look at it and told us the fire marshal had shut it down which was a lie. Then he told us we had to buy another one and it would cost us around $10,000. We said we would let them know. We c as led someone else a few days later and he fixed it It has been working fine ever since. I have chronic COPD and it was hard on me for a couple days til it was fixed NOT HEP!!!!!!!

  

  Business response

  06/12/2024

   **** *** ******* ********** Upon our recent inspection of your unit, our technician discovered that the gas line was not connected. Further examination revealed that the unit's heat exchanger was in a compromised state and beyond repair. Given the severity of these issues and the potential safety hazards, our technician recommended a complete replacement of the unit rather than a repair.
  We understand that this recommendation might have caused you inconvenience, but it was made with your safety and long-term satisfaction in mind. A unit with a faulty heat exchanger poses serious risks, and we believe that a replacement is the most responsible course of action to ensure your safety.
  Despite our clear communication and professional assessment, you have expressed dissatisfaction. We have offered a replacement unit to resolve the issue promptly and effectively. HEP Inc. stands by the integrity of our services and the expertise of our technicians.
  We remain committed to providing the highest quality service and are willing to discuss any further concerns you may have. Our primary goal is to ensure your safety and satisfaction.
  Thank you for your attention to this matter.
  Sincerely,
  HEP Inc. Customer Support Team

  Customer response

  06/20/2024

  
  Complaint: 21833659
  
  I am rejecting this response because:

  The real problem here is we were lied to from the person at HEP when he said the fire marshall had shut it down!! We had another Heat and Air Tech come out and look at it and said it is fine and if the fore marshall had shut it down then there would be a sticker on it and there wasn't. The other company said there was nothing wrong with it and it was just cut off and he cut it on and it has worked fine ever since!!!!! Therefore we dont need a new unit!!!!
  
  Sincerely,
  
  ******* *********

  

  Business response

  06/28/2024

  Dear Ms. *********,
  We understand your frustration, but we must address some inaccuracies in your complaint.
  Our technician, following standard safety protocols, determined your unit was unsafe for operation. This assessment was based on the unit's age and the potential risk it posed. The Fire Marshall's guidelines are clear, and we adhere strictly to these to ensure our customers' safety.
  It's important to emphasize that the recommendation to replace your unit was made with your best interest in mind. A unit as old as yours poses significant risks, and continuing to use it can lead to more severe issues down the line.
  We have offered multiple financing options to make this transition easier for you, recognizing that replacing a unit can be financially challenging. It is crucial to address this issue promptly for your safety and the efficiency of your heating and air system.
  Our goal is to provide reliable and safe service. Misrepresentations about our actions and the unit's condition do not change the fact that your unit is outdated and unsafe
  Thank you, 
  HEP Inc. Customer Support Team 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2/3/24 final payment totaling +/- $15,000; used CC for water heater and hvac installation; April 30 I had a stroke and was hospitalized; May 3, I returned home to the a/c not working; someone came out to repair it the same day; we advised of the health conditions; the team was quick to respond. 5/5 A/C not working; we were advised the safety mechanism to prevent water from overflowing from the drain pan was causing the a/c to shut off; someone came out, drained water and got it working;5/6, 5/7 & 5/9 A/C not working; someone came out; drained the pan; A/c worked for a few hours;On or around 5/9 we were advised a part is broken and replacement part would be ordered and expected to arrive at business on 5/22 On 5/22 we called to confirm the delivery. We were told it had not arrived and that a manager would contact us. On 5/22 evening I called again for an estimate for resolution since it gets up to 87 degrees in the house with no a/c. We were told the manager was in meetings all day and was unable to return the call and that the rep had no access to see if the part was delivered or not. At that time the rep offered to send 2 portable air conditioners to the house; she stated the portables would be delivered first thing in the morning so it would not be a problem. 5/23, 10:10 am I called to confirm the delivery was scheduled; rep stated she did not have access to that information. I advised we'd paid cash and expected to have the services we'd paid for to be satisfied. On or around 5/23 two portable air conditioners were delivered and set up in the kitchen and office; 5/27 replacement part installed; a/c not working; 5/28 the attic unit was completely replaced and the techs stated it was all fixed and ready to use; they stated it was tested and working; a few hours later the unit was leaking outside of the pan into the attic; the water has seeped into the ceiling of 1st floor; contacted HEP; come get equipment and refund us; ****** **** ********

  

  Business response

  06/06/2024

  We sincerely apologize for the challenges you've experienced following the installation of your water heater and HVAC system. Your satisfaction is paramount to us, and we deeply regret any inconvenience caused during this time.
  Upon reviewing your complaint, we acknowledge the series of issues you've faced with the AC unit and the subsequent delays in resolving them. We are truly sorry for the frustration and discomfort this has caused, especially given your health conditions.
  We want to assure you that your concerns have been escalated to our highest priority. We have already taken steps to rectify the situation by scheduling a resolution for today. Our team is committed to ensuring that the AC unit is fully functional and meets your expectations.
  Additionally, we appreciate your patience and understanding throughout this process. To address your immediate needs, we arranged for the delivery of two portable air conditioners to provide temporary relief until the permanent fix is in place.
  Thank you for bringing this matter to our attention. We are dedicated to delivering the level of service you deserve and look forward to restoring your confidence in us.
  Sincerely,
  HEP Inc. Customer Support Team

  Customer response

  06/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21800451, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May 17, 2024 HEP came to my house to fix a minor leak underneath the house. I had the same thing done last year after my pipes froze and busted and it only costed my 120 dollars and the guy was here about 2 hours. Well today HEP came and was here about 30 to 45 minutes and only had to cut and reconnect the same pipe that was here and charged me 468 dollars. That doesn’t even make since

  

  Business response

  05/22/2024

  Dear Mr. *****,
  Thank you for bringing your concerns to our attention regarding the recent service provided by HEP Inc. on May 17, 2024. We understand your frustration and appreciate the opportunity to address your complaint.
  Our manager, has thoroughly investigated the situation and reviewed the details of the service performed. According to our findings, the technician charged correctly based on the estimate provided at the time of service. While we recognize that the cost of a similar service last year was lower, we must note that prices for materials and labor can and do increase over time. The estimate you received and approved before the work was completed accurately reflected the current rates.
  We strive to offer competitive pricing while maintaining the highest quality of service. The increase in price since your last service is due to various factors, including inflation, rising material costs, and industry standards. We apologize if this was not clearly communicated at the time of service, and we regret any inconvenience this may have caused.
  At HEP Inc., customer satisfaction is our top priority, and we value your business. If you have any further questions or concerns, or if you would like to discuss this matter in more detail, please do not hesitate to contact us directly. We are committed to ensuring you are fully satisfied with our services.
  Thank you for your understanding and for giving us the opportunity to address your concerns.
  Sincerely,
  HEP Inc. Customer Support Team

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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. Never use HEP.

  

  Business response

  04/05/2024

  We regret to hear about your dissatisfaction with the recent plumbing services provided by HEP Inc. We take customer feedback seriously and strive to ensure every customer's experience is positive. However, after thoroughly reviewing the details of your case, we find it necessary to address certain points for clarity and accuracy.
  We acknowledge that our team provided you with an initial estimate for the required plumbing work. We also understand that there were subsequent adjustments to the scope of work and associated costs, which were communicated to you before proceeding with any additional services. It's crucial to note that these adjustments were made based on the specific requirements and conditions discovered during the assessment and initial work on your plumbing system.
  Furthermore, we must clarify that our team has been in communication with you throughout this process, including a discussion with our manager regarding your concerns and preferences. We have made every effort to accommodate your needs and provide transparent information about the work involved and associated costs.
  It's important to emphasize that our technicians are highly skilled professionals dedicated to delivering quality service. Any discrepancies or misunderstandings regarding the scope of work or pricing adjustments can be resolved through open communication and collaboration.
  We understand your decision to cancel the additional work that was proposed and are processing the refund accordingly. Rest assured, we are committed to addressing any outstanding issues and ensuring your complete satisfaction with our services.
  Sincerely,
  HEP Inc. Customer Support Team

  Customer response

  04/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called HEP to get my toilet unstopped, simple job as it has been done before. After arriving 2 hrs late the technician quoted me a price of $575.00; which seems extremely high and several times higher than anyone else, not to mention $75 more than the last Hep technicians quote. I questioned him on the price increase over the last estimate and he said the last technician who gave me the quote of $500 had been fired for stealing. Not sure what that has to do with the price or how he would even know who came to my house before but I’m beginning to question the honesty of this tech now however, I need the line open. 1 hour later he tells me he can’t unstop the toilet! Then he tries to tell me that the blockage is in my back yard and “Maybe your pipe has collapsed”.??? When all he could see was water and No blockage No roots, just water! Then he tells me that he will need $11,000 to 12,000. to dig up my backyard and replace the pipe! The pipes of my house were converted years ago and are fine! I feel that this is a total scam! Then he informs me that I will still owe the $575 even if he can’t unstop the toilet! I have since contacted 7 other plumbers which have told me “If we can’t fix the problem we won’t charge you anything! I am totally disappointed with the service and feel that I have been lied to! I will never use Hep services again! It is a total waste of time and they’re dishonest! I have been a customer for years-paying $7.00 monthly for a membership, yet you charged me full price and never fixed the problem! I am telling all my friends to steer clear of this company!

  

  Business response

  04/05/2024

  We are writing in response to the concerns you raised regarding your recent service call with HEP Inc. We value your feedback and take customer satisfaction seriously, and we appreciate the opportunity to address the issues you have brought to our attention.
  Upon reviewing the details of your service call and discussing the matter internally, we acknowledge that there were discrepancies in the communication and handling of the situation. We apologize for any frustration or inconvenience this may have caused you.
  We are pleased to inform you that we have reached a resolution regarding your complaint. Our team has worked diligently to address your concerns and ensure that you are satisfied with the outcome.
  Specifically, we have agreed upon a release of liability, and upon receiving the signed release, we will proceed with issuing a refund. We understand the importance of resolving this matter promptly and to your satisfaction.
  Furthermore, we regret any miscommunication or misunderstanding regarding the pricing and the assessment of the issue with your toilet. We assure you that our technicians are trained professionals, and we strive to provide transparent and fair pricing for all our services.
  As a long-standing customer with a membership, we value your loyalty and trust in our services. We are committed to continuously improving our processes and ensuring that every customer receives the high-quality service they deserve.
  Please feel free to contact us at 865-210-8426 if you have any further questions or require assistance. We appreciate your understanding and look forward to resolving this matter to your complete satisfaction.
  Thank you for bringing this to our attention and allowing us the opportunity to make it right.
  HEP Inc. Customer Support Team
  
  
  
  
  

  

  Business response

  04/05/2024

  This has been resolved :) 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company came out and done a bathroom remodel for us in Feb - April 2021. The remodel was first estimated to take approx 2-3 weeks, after 5 months due to multiple issues by the company was completed. The employees would cancel, not show up for work, say that our supplies were on back order. We were given used cabinets and told they were new with 2 different color paints. At one point told they were going to have to start the plumbing over and tear up the floors due to the bath tub had been plumbed wrong then a manager came out and told the plumbers to go ahead with the job and they did and now we have a leak under out tub coming through the ceiling where it was not done correctly to begin with and they sent 2 plumbers out to look at it and both of them told us it was done incorrectly to begin with but they told us they are not responsible for it due to our warranty already being out. So in the meantime we are going to have to tear out our shower, bath tub, and flooring and have it replaced and the plumbing fixed and black mold is growing which has been probably since the beginning of them doing this project. They told us we could not file a claim on their liability insurance yet the are saying they are licensed and bonded but we are not allowed to do anything about it that it is out responsibility now, We would like to know if this can be resolved or if we need to seek an attorney.

  

  Business response

  04/05/2024

  We are writing in response to the complaint you filed with the Better Business Bureau regarding the bathroom remodel conducted by our company. We take customer concerns seriously and appreciate the opportunity to address the issues you have raised.
  First and foremost, we would like to express our regret for any inconvenience or dissatisfaction you may have experienced during the course of your project. Our goal is always to deliver high-quality workmanship and exceptional customer service.
  Upon reviewing your complaint and consulting with our team, including Joe Brown, who was involved in the initial consultation and warranty discussions, we would like to provide the following clarifications and responses to the issues you have raised:
  We understand your frustration regarding the extended timeline of the project. We acknowledge that there were unforeseen challenges and delays, including issues with employee scheduling and supply availability, which contributed to the project exceeding the initially estimated timeframe.
   We take pride in using high-quality materials and ensuring the craftsmanship of our work meets industry standards. However, we apologize if there were discrepancies in the materials provided, such as the cabinets with differing paint colors.
   We are sorry to hear about the leak issue you have encountered. Our team investigated the matter and confirmed that the plumbing work falls outside the warranty period, as discussed and confirmed with you by both Duane and Joe Brown. While we empathize with your situation, we must adhere to the terms outlined in the warranty agreement.
  Regarding your inquiry about filing a claim on our liability insurance, we regret any confusion that may have arisen. Our liability insurance covers specific types of claims within certain timeframes, and unfortunately, the issues you mentioned fall outside the scope of coverage based on the terms of our policy.
  Sincerely,
  HEP Inc Customer Support Team

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called HEP on February 20th to get an estimate on a water heater replacement. They sent a salesman to my house on February 21 and he gave me an estimate of $2063.00. The salesman said they could do it the next day as they had all the parts and supplies already in stock in their warehouse. I was shocked at the high cost and reluctantly paid them a deposit. I just assumed it was due to inflation. The next morning I decided to cancel after making a couple of phone calls and learning I could do it myself for $814 all parts included and that included a commercial grade water heater from a local supply store. I understand that a business needs to make profit but that's just ridiculous for a 2 hour job. I requested a refund and they said one would be given in about 9 days. It has now been almost 17 days and I have had to file a dispute with my credit card company. If you look through their complaints this seems to be common occurrence with them. I also sent them a certified letter as in the contract I signed they indicate (in small print) that one must be sent postmarked within 3 days to cancel the contract. Also, the plumbing supply house I shopped with told me that they normally don't have any negative things to say about any of their plumbers with the exception of HEP as they hear unbelievable stories of customers being lied to and over charged. The HEP salesman also told me some falsehoods pertaining to state code in order to add to the sale that I learned from the supply house. It's horrible that a company which could refund immediately will make a customer have go through the dispute process in order to get their money back.

  

  Business response

  03/11/2024

  Dear Mrs. *****,
  I hope this message finds you well. We sincerely apologize for any inconvenience you may have experienced regarding the issue with your refund. Your feedback is invaluable to us, and we appreciate your patience as we worked to address the matter.
  Upon receiving your Better Business Bureau complaint, we immediately initiated an investigation into the matter. Our General Manager personally reached out to you to discuss the situation and understand the nature of the issue. We are pleased to inform you that a resolution has been reached, and your refund is currently being processed.
  At HEP Inc., we strive to provide excellent customer service, and we regret that we fell short of your expectations on this occasion. We take every customer concern seriously, and your experience has prompted us to reevaluate and improve our processes to prevent similar situations in the future.
  We understand the importance of timely and accurate refunds, and we are committed to ensuring that our customers do not encounter such issues moving forward. We appreciate your understanding and want to assure you that your satisfaction remains our top priority.
  Once again, we sincerely apologize for any inconvenience this may have caused you. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team at 865-210-8426. We value your business and appreciate the opportunity to make things right.
  Thank you for bringing this matter to our attention and for giving us the chance to rectify the situation. We look forward to serving you better in the future.
  Best regards,
  HEP Inc. Customer Support Team

  

  Business response

  03/12/2024

  Dear Mrs. *****,
  I trust this message finds you in good health. We sincerely apologize for any inconvenience caused by the delay in processing your refund and appreciate your patience as we addressed this matter.
  Upon receipt of your Better Business Bureau complaint, we promptly initiated an investigation into the issue. It came to our attention that a technical glitch initially hindered the timely processing of your refund. We sincerely regret any frustration or inconvenience this may have caused you.
  Our General Manager personally reached out to you to discuss the situation and better understand the nature of the issue. We are pleased to inform you that we have rectified the situation, and your refund was successfully processed on 3/1.
  At HEP Inc., we are committed to providing excellent customer service, and we understand the importance of timely and accurate refunds. Your feedback has been instrumental in prompting a thorough review of our processes, and we are taking steps to prevent similar situations in the future.
  We sincerely apologize for falling short of your expectations and appreciate your understanding in this matter. Should you have any further questions or concerns, please do not hesitate to contact our customer service team at 865-210-8426. Your satisfaction is our top priority, and we are grateful for the opportunity to make things right.
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future.
  Best regards, HEP Inc. Customer Support Team

• Initial Complaint

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 9/27/23 I had HEP plumbing come to give me an estimate on a dryer booster fan replacement and other electrical issues. Their estimate was high compared to other companies, so I only had them replace the dryer booster fan, which they had to order. On 11/21/23 two of their workers replaced the fan. Unfortunately they installed it incorrectly (90 degrees from proper orientation and drilling into my wood floor, instead of the floor joist, and using only 2 bolts). The fan would not shut off (it was supposed to be triggered by the dryer) and vibrated so violently that it lost one of the two supporting bolts, vibrated one half of the house, and sounded like a generator. A more experienced technician replaced the new fan and installed it properly on 12/21/23 at no charge, obviously, although I ended up having to take time off work each time I scheduled an inspection. I signed invoices on a lap pad each time work was done and I requested copies of the invoices and the fan model so that I could look up information. I have made multiple email and phone requests since then for copies of the invoices and for information about the new fan. The only thing I've received is a link to a Buster fan for the first job. No invoices after completion, no copies of warranties or maintenance instructions. The only invoice I received was for my deposit before the installation was done - that invoice is number 137929021 and dated 9/27/23. At a minimum I need a final invoice from 12/21/23 so that I know the date of the warranty for the second new fan. As an aside, all the installation technicians were kind and courteous. It is a shame that HEP sends technicians out to perform installations for which they have no experience - they should have an experienced technician watch them install the first device for their own safety and that of the homeowners. The second installation was performed by a more experienced technician.

  

  Business response

  02/26/2024

  Firstly, we would like to express our sincere apologies for any inconvenience you may have experienced in relation to the documentation and invoices for your recent interaction with HEP Inc.
  Upon investigating your concerns, we understand that there was an oversight in providing you with the necessary documentation and invoices during the initial transaction. We recognize the importance of having clear and transparent communication with our valued customers, and we deeply regret any confusion or frustration this may have caused.
  To address your concerns, we want to assure you that we have taken immediate action to rectify the situation. We have prepared and are promptly sending over the proper documentation and invoices related to your transaction. Kindly check your inbox, as you should receive them shortly.
  We understand the significance of accurate and timely information, and we are committed to ensuring that such oversights do not occur in the future. Your patience and understanding throughout this process are greatly appreciated.
  At HEP Inc., we strive to provide exceptional service to our customers, and we regret that we fell short of our usual standards in this instance. We value your feedback, as it helps us improve our processes and better serve our customers.
  Once again, we apologize for any inconvenience caused, and we sincerely appreciate your patience and understanding in this matter. We genuinely hope that we can assist you with your home's needs in the future, and we are committed to making your experience with HEP Inc. a positive one.
  If you have any further questions or concerns, please feel free to contact our customer service team at 865-210-8426. We are here to assist you in any way we can.
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to restore your confidence in our services.
  Sincerely,
  HEP Inc. Customer Support Team

  

  Business response

  02/27/2024

  Rectified 

  Customer response

  02/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩