Complaints

This profile includes complaints for HEP, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HEP, Inc.

  3914 Papermill Dr Knoxville, TN 37909-2060

  
• 

  HEP, Inc.

  1605 Prosser Rd STE 5 Knoxville, TN 37914-3459

  
• 

  HEP, Inc.

  2394 Blue Springs Rd SE Cleveland, TN 37311

  
• 

  HEP, Inc.

  2394 Blue Springs Rd SE Cleveland, TN 37311

  
• 

  HEP, Inc.

  2394 Blue Springs Rd SE Cleveland, TN 37311

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/17/25 HEP came to our house to fix a leak in our main water line. They had to re-route the line when replacing it. On 3/31/25 we discovered a leak in our basement that saturated the carpeting, bathroom floor and wall. They found that the old main line was never capped causing water to enter the house. They have fixed the main line and have so far sent Servpro to dry the effected area. They say they will remedy the damages they caused which includes patching and painting the drywall. Repad the carpet and put the carpet back, replace two ruined doors and reseed the excavation area in the front yard. They keep saying a supervisor is to come to check the process and arrange the rest of the repairs but that’s not happening and when we call we have only received one response which has not been followed up. Also, do to the number of fans and dehumidifiers Servpro is using our utility bill is going to be horrendous. And to add to the confusion a women from their insurance company keeps calling saying that the case has been handed to them and we have no clue as to her legitimacy. We want to give the process a chance but the lack of communication and delay makes us uncomfortable.

  

  Business Response

  Date: 04/03/2025

  Dear *****,
  Thank you for bringing this matter to our attention, and we deeply apologize for the inconvenience and frustration this situation has caused you. We understand how stressful it must be to deal with water damage and the impact it’s having on your home, including the lack of communication and delays in the process.
  We want to assure you that we are actively working on resolving the issue and addressing the damage caused by the leak. Our team is committed to completing the necessary repairs, including the patching and painting of the drywall, re-padding and replacing the carpet, as well as replacing the two ruined doors and reseeding the excavation area in your front yard. We understand how important these repairs are to you, and we are working hard to ensure they are completed as soon as possible.
  We also understand your concerns regarding the dehumidifiers and fans being used by Servpro, and we recognize the impact this may have on your utility bill. Rest assured, we are addressing this matter to minimize the inconvenience.
  Regarding the communication issues, we apologize for the delays in response and the confusion surrounding the insurance company representative. We are looking into this and will ensure that you receive timely updates moving forward. A supervisor is being scheduled to assess the situation and make sure everything is on track. We are committed to improving communication and ensuring you feel comfortable with the process.
  Thank you for your patience as we work to resolve these issues. We value your business and are doing everything we can to make this right.
  If you have any further concerns or need additional information, please don’t hesitate to reach out. We will be in touch with more updates soon.
  Sincerely,
  Your Friends at HEP INC. 

  Customer Answer

  Date: 04/10/2025

  To update you in regards to our complaint, HEP has made an effort to correct the damage.

  As of Monday 4/7/25 they have sent Servpro to dry out and spray against mold in the damaged area.

  They have patched the wall and repainted it. Their skilled technician ******* also put down new carpet padding and tried very hard to re-use the carpet but it was damaged and needs to be replaced. We are waiting for their insurance person, **** ******* to come see it but have not heard from him. 
  We have been told the doors should not need replacement but have been assured that if they separate that HEP will replace them.

  We have also spoke with ****** ********** from HEP’s insurance company and she said they will compensate us for the electric usage by comparing last bill and the next one we receive (hopefully the cutoff date will cover the whole period when all the equipment was running)

  So as of now, they have made an effort but we don’t wish to totally drop our complaint until we have been fairly compensated.

  

  Business Response

  Date: 04/11/2025

  Thank you for your update and for acknowledging the steps we’ve taken so far to address the situation.
  We’re glad to hear that our technician ******* and the Servpro team were able to assist with the drying, mold treatment, wall repair, and padding installation. We understand the importance of completing this process fully and ensuring your home is restored to its previous condition.
  We recognize that the carpet was unfortunately beyond repair, and we agree that it needs to be replaced. Our insurance representative, **** *******, has been informed and will be following up promptly to schedule a time to assess and move forward with the replacement. We apologize for any delay in communication and will ensure this is prioritized.
  Regarding the doors, we remain committed to replacing them if any issues arise, as discussed.
  We also appreciate your patience as we work with our insurance provider on the utility reimbursement. ****** ********** will complete a comparison of your electric bills once the next statement is available, to ensure you are compensated appropriately for the additional usage due to drying equipment.
  Please rest assured, we are committed to seeing this matter through to full and fair resolution. Your satisfaction is very important to us, and we will continue to stay in communication until all items have been addressed.
  Sincerely,
  Your Friends at HEP 

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/16 ******** was adamant that the leak was coming from the water heater. He asked for a deposit of $500 which I agreed to but was charged the full $1,232. I filed a claim through Rheem and asked them to leave the old water heater on site and they refused. 1/17 they came to install & were almost completed with the work but we noticed the leak continued. We asked them to check to make sure that it wasn't something else causing the leak & it turns out it was a leak coming from a pipe in the wall. They learned that our homeowner's insurance was involved & without actually looking at what needed to be completed provided a price of $4,900. I asked them to disregard the insurance and quote for the actual work that would be completed not the insurance price. We paused the work until Monday 1/20 when both my home insurance adjuster and the field manager ***** came out to determine what work needed to be completed. He explained potentially what needed to be done based on findings and remained with the $4900 quote. The next day they easily located the leak, they cut a piece of plywood to gain access to the leak and repaired the leak. They also patched one hole & placed a piece of wood over the other. They didn't take pictures of the repair completed on the wall & have yet to explain what caused the leak. They installed the expansion tank in front of the main water line and had to fix that. When they left the water heater was still leaking. They stated that it may be due to water that was backed up. We cleaned it up and the leak stopped. 1/28 they came to fix the main water line issue & tried to collect another $3700 for the work. I explained I was being overcharged for the work & needed a breakdown of the actual work &correct pricing. ******** in billing said she would speak to the manager and call me back. She left a voicemail later on that day stating that the balance was correct and the morning after without my authorization charged my bank account for the $3700.

  

  Business Response

  Date: 01/30/2025

  Dear ****** ******,
  Thank you for bringing this matter to our attention. We understand your concerns, and we would like to address the situation.
  As per the agreement outlined in our contract, we are authorized to charge the card on file for the services rendered. Our records indicate that the charge in question was processed in accordance with the terms agreed upon at the time of service. A copy of the relevant section of the contract, which clearly states this, is available for your reference.
  I wanted to let you know that we currently have a manager reviewing the details of your case to determine if a refund needs to be issued. We understand your concerns and are working to resolve this matter as quickly as possible. We will follow up with you once we have more information.
  We truly value your business and want to ensure you have the best possible experience with our services. If you have any further questions or would like to discuss this in more detail, please feel free to reach out directly to 865-264-8237, and we would be happy to assist you further.
  Thank you for your understanding, and we hope to resolve this matter to your satisfaction.
  Sincerely,
  Your friends at HEP.

  Customer Answer

  Date: 02/18/2025

  
  Complaint: 22877725
  
  I am rejecting this response because: Yet again the same pictures.  This is exhausting, I hope this is worth it to your company. You are displaying a complete disregard for your customers and their hard earned money. The pictures attached are the before pictures not the after pictures, which leads me to believe that the wall is exposed behind the wood you placed on top of the hole. Exactly my concern and therefore you did not repair according to the contract.

  Please provide a refund for breach of contract/invoice. Read the below for full understanding. You were not on site so you are just going based on what you are being told.

  ****** ******

   

  Hep came out to my home to determine where a leak in my garage was coming from. On 1/16 the plumbing technician was adamant that the leak was coming from the water heater. He stated the water heater needed to be replaced and asked for $1232 to do so. He asked for a deposit of $500 which I agreed to but was charged the full $1,232 instead prior to completing the work. I filed a claim through Rheem and asked them to leave the old water heater on site and they refused. Accused me of trying to do a double claim on the water heater. 1/17 they came to install & were almost completed with the work but we noticed the leak continued. We asked them to check to make sure that it wasn't something else causing the leak & it turns out it was a leak coming from a pipe in the wall. They would have continued the work unless we had said something. They learned that our homeowner's insurance was involved & without looking at what needed to be completed provided a price of $4,900. I asked them to disregard the insurance and quote for the actual work that would be completed not the insurance price. We paused the work until Monday 1/20 when both my home insurance adjuster and the field manager came out to determine what work needed to be completed. He explained potentially what needed to be done based on findings and remained with the $4900 quote. They agreed to provide a plumber’s report, keep the damaged part and take before and after pictures of the patch work. The next day they easily located the leak, they cut a piece of plywood to gain access to the leak and repaired the leak. They also patched one hole & placed a piece of wood over the other. They didn't take pictures of the repair completed on the wall & have yet to explain what caused the leak. The quoted for up to 10ft of concrete breakage which did not occur. Instead of patching the hole they placed a piece of wood in front of it. They installed the expansion tank in front of the main water line and had to fix that. When they left the water heater was still leaking. They stated that it may be due to water that was backed up. We cleaned it up and the leak stopped. 1/28 they came to fix the main water line issue & tried to collect another $3700 for the work. I explained I was being overcharged for the work & needed a breakdown of the actual work & correct pricing. ******** in billing said she would speak to the manager and call me back. She left a voicemail later on that day stating that the balance was correct and the morning after without my authorization charged my bank account for the $3700. This has cost me an unreasonable $6,132. If this company had competent techs they would have diagnosed appropriately, and I would have avoided having to replace a water heated that didn’t need replacing. If they were an honest company they would have charged me the correct price, which should be half of what they charged. In addition, this company doesn’t respond to phone calls, and you can’t ever speak to management. However, when they want their money, they are completely available. I had to involve the BBB because they stopped communicating. I have asked for all they agreed to provide, and they have yet to supply any of it. I’ve asked for a refund for the overall inconvenience, experience and lack of work and workmanship and they have refused. I hope the $6,132 was worth it. 

  

  Business Response

  Date: 03/03/2025

  Thank you for your feedback and for bringing your concerns to our attention. We take all customer complaints seriously and strive to resolve issues promptly.
  We have reviewed your case and would like to clarify that we have provided all the necessary documentation to support the transaction. After thorough evaluation, we have determined that the circumstances do not warrant a refund, as the required terms and conditions have been met.
  We understand this may not be the outcome you were hoping for, and we genuinely regret any frustration this may have caused. However, we stand by our decision based on the information available.
  If you have any further questions or would like additional clarification, please don’t hesitate to reach out.

• Initial Complaint

  Date:01/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called HEP in mid October asking them to look at our heat as it was not working. HEP installed this unit 8 years ago in 2016. They advised it was the pressure switch and would get it ordered. They came out 3 times with the wrong part. They finally ordered the correct part, and we advised that it was the inducer motor and they needed to order that part. They called us November 26th advising they would have the part Wednesday December 4th and wanted to set up a time to install. We waited all day Wednesday and no show. They rescheduled for Thursday, again, no show. They rescheduled for Friday, and again no show. They did call Friday evening at 6:55pm and advise that they never actually had the part, but for the inconvenience, we wouldn't have to pay the last half of the part. The part was $690 (and still under warranty) and we had already paid $345 along with $158 for the perfectly fine pressure switch. They finally show up with the part on Wednesday December 11th. When they left, it still didn't work. I called and they came back that afternoon, and I was advised they forgot to turn on the gas. Finally got it working. On Friday, when I was out of town, they show up at my house and tell my wife they are there to install the part. She advised them that it was already done. I get a call today December the 16th asking for the rest of their money. Even after explaining everything and advising I was told no further charge for inconvenience. I was told I still owed. Even the rep that called said my account said no further charge, but still showed a balance. I finally said to just send me the invoice and I will pay.

  

  Business Response

  Date: 01/06/2025

  Dear *******,
  Thank you for reaching out to us through the Better Business Bureau (BBB). We value your feedback and have thoroughly reviewed your account and the details of the situation.
  After a careful review, we have confirmed the agreement made regarding your refund. As per the information you were provided, we will be processing a refund of $158.00 back to your original method of payment. You should expect to see the funds credited to your account within  5-7 business days.
  We apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve this matter. If you have any questions or need further assistance, please don’t hesitate to reach out to our customer service team at 865-525-2009.
  Thank you for giving us the opportunity to address your concerns.
  Sincerely,
  Your friends at HEP

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/29/2024, we purchased 5-ton air-conditioning/furnace equipment from Lowes/HEP INC. Installed products from HEP INC. included 1. Serial Number - J240814617 Model- EVM4X60M21A (Enhanced Parts Warranty) 2. Serial Number - A240947856 Model- N96MSN0802120A - Primary Heat-Exchange Furnace etc 3. Serial Number - X241021984 Model - R4A5S60AKAWA Enhanced Parts Warranty. We only started using this furnace the second week of November. However, after the first few days, the furnace stopped working. We called Hep Inc. who sent out 4 technicians. The first technician who was supposed to come out between 1-6 pm called us at 8:30 pm stating he would be at our house at 9:30 pm. We had to cancel that one. We then had 2 men ****** *** ******* who came to evaluate the issue. This issue was described as a pressure switch issue. The part was ordered and installed at a later date. The following day, the furnace stopped working. Another technician (described as the lead technician (***) came out and explained that he needed to install a pressure switch. We explained that it was already installed. He explained that it was not installed and that he had to install it. He also explained various issues had to be 'corrected' including adding vinegar to the system and that ice was accumulating in the pump. The unit stopped working the following day again. Two more technicians were sent out, who explained that the reservoir pump had to be replaced and that they had to correct other issues outlined by *** the previous tech. The 2 technicians attempted to address the issues, however, after 2 days the furnace stopped working. We had to call HEP INC. again and expect yet another tech to come out tomorrow. We cannot believe that this unscrupulous, unethical company is allowed to continue to serve the public and receive an A rating from BBB. We are equally disenchanted with Lowes who continue using HEP INC. as installers for their products. ****** ** * ************ * ********

  

  Business Response

  Date: 01/02/2025

  Thank you for reaching out and bringing your concerns to our attention. We sincerely apologize for any inconvenience the issue may have caused. I wanted to inform you that our team has thoroughly addressed and resolved the matter.
  We have verified that the HVAC system is now operating properly and performing as expected. If you encounter any further issues or have additional questions, please don't hesitate to contact us. Your satisfaction is our priority, and we're always here to assist you.
  Thank you for your understanding and for giving us the opportunity to resolve the situation.
  Best regards , 
  Your friends at HEP INC. 

  

  Business Response

  Date: 03/12/2025

  "Hi *********,
  I wanted to let you know that I’ve forwarded your request for air conditioner maintenance to our scheduling team. They will reach out to you directly to arrange a convenient time for the service.
  If you need anything else in the meantime, feel free to let me know!
  Best regards,
  Your friends at HEP Incorporated 

  Customer Answer

  Date: 03/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22721890, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 5, 2024-current HEP-Inc I have been utilizing this company to replace a septic system in the new house we bought. HEP was great at diagnosing the problem, but once the project began, that’s when the problems began. Over the last 6 weeks, I have called the company almost every single weekday and either get the wrong information or ask for a supervisor to call me back and receive nothing in return. I have spoken to 3 separate management individuals and have still not gotten a solution. I have left voicemails and requests for William ******** (plumbing manager), Abby (manager), and Patrick (office). This project is currently on week 7 with unclear communication as to when it will be finished. They have miscommunication with me, sent technicians out to my house without notification, and have not given me an invoice regarding the changes in work regardless of being asked.

  

  Business Response

  Date: 11/27/2024

  Dear Lacey,
  Thank you for sharing your concerns. We sincerely apologize for the inconvenience you've experienced regarding the plumbing issue and the extended timeline. We understand the frustration of waiting for repairs, and we appreciate your patience.
  We would like to provide you with a detailed explanation of the situation:
  Plumbing Issue: We fully recognize the importance of resolving your plumbing issue as quickly and effectively as possible. Our team has been working diligently to address the problem with the highest level of professionalism and expertise.
  Inspection Delay: Unfortunately, the delay in completing the job has been caused by an inspection process that is required by local regulations. This inspection is not under our direct control, and we are reliant on the relevant authorities to schedule and approve the inspection. We are in close communication with them to expedite the process and minimize further delays.
  Efforts to Resolve: We are actively following up with the appropriate inspection authorities and are doing everything in our power to ensure the final steps are completed as swiftly as possible. Our team is committed to finishing the job once the inspection is cleared.
  We genuinely value your business and are committed to resolving this issue to your satisfaction. We understand that delays are frustrating, but we assure you that we are working hard to ensure that your plumbing issue is addressed as soon as we can proceed with the next steps.
  It looks like the techs are on the way to your house today 11/27/24 to backfill to which will complete our contracted work. 
  If you have any further questions or would like updates on the status, please don’t hesitate to contact us directly at ************. We are here to assist and keep you informed every step of the way.
  Thank you for your understanding.
  Sincerely,
  Your Friends at HEP

  Customer Answer

  Date: 11/27/2024

   
  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. However, I would like to suggest a 10% deduction of pricing due to the amount of time taken off work and extra effort I have had to contribute to this 7 week process. (Follow up for communication, time taken off work, etc.) 
  
  Sincerely,
  ***** *******

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/6/2024 I had a septic pump go bad resulting in a clogged main line between the house and tank. It was a Sunday and they immediately sent out someone. She cleared the clogged drain for $490 or thought she did. Fifteen minutes after she left the problem was back. I made several attempts to contact the dispatcher but found out on Monday that they do not respond to calls after 8pm. Monday. We called first thing in morning. We were scheduled between 8am and 1pm. About 11am, we were called and told we were next in line but he was still on a job. This went on all day saying we were next for the job. At 8pm, we were told he wasn't coming that he was just finishing a job and had two other jobs before us and would not be out. After being without a toilet for two days other scheduled jobs were more important and we were lied to. Finally Tuesday around 1pm he came out. He immediately tried to sell a outside clean out for $2700. Then when he finally started to look into the problem he had no idea where his auger was going said it could be out in the middle of the yard. One time, he pulled it back and said there are roots on it not good could be major. Turned out to be hair. I told him that I was going to get a second opinion before going any further. He immediately was on the defense and said do you think I am lying. I said no I just want a second opinion. He came in to clean up when he left we saw the washing machine pulled out couldn't figure why since he wasn't working on that. Today after another company fixed our problem the washer kept erroring out. Found out the HEP plumber shut off water supply to washer. I want a full refund of the $490 for there deceptive business practices trying to upcharge a job and when refused pupously cause a problem that would cause a greater expense!

  

  Business Response

  Date: 10/24/2024

  We sincerely apologize for any inconvenience this may have caused. We will be processing a refund promptly. Thank you for your understanding.

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have not had water for months due to a bad well pump. Called HEP, Worker came out did work not near the pump, and charged $763 for a pressure switch replacement and a section of pipe replaced. Then quoted over 6k to even look at the pump, which is what we asked for in the first place. Still no water, took all my money that I had to borrow from my father. He wanted to know why the money he gave me didnt fix my issue. Im a disabled veteran with traumatic brain damage and feel taken advantage of.

  

  Business Response

  Date: 10/04/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you've experienced with your plumbing issues.
  We understand how important it is to have reliable plumbing, and we want to assure you that we are taking your complaint seriously. We have a technician scheduled to visit your property on 10/4/24 to diagnose and resolve the issue.
  Your satisfaction is our priority, and we appreciate your patience as we work to get this resolved. If you have any further questions or need to discuss anything before the scheduled visit, please feel free to reach out to us directly at 865-525-2009. 
  Thank you for your understanding, and we look forward to resolving this matter promptly.
  Best regards,
  Your friends at HEP.

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new AC Unit for the 1st floor of my house from this company last August (2023). The unit began malfunctioning beginning of June 2024. The unit is under labor warranty so I called HEP on a Sunday and made an appointment. For a Tuesday. They called on Monday and said they needed to reschedule to Friday. I decided to get another company to come and see the unit earlier (they came Tuesday). The tech showed me a picture of a frozen coil and said humidity was seeping in because of a bad install. Thawed the unit and left it functioning and suggested to call the installers (HEP) to fix. I felt cold air coming out of some of the unit's connections. I called HEP back and they finally came out. The tech said it's a bad evaporator coil and that they would need to order the part (this is already two weeks after the original call). Called HEP on July 1st to check on status (since I hadn't heard anything in days). Kept on hold and told someone would call me. They did, and said part would take 3-5days (seemed like the part wasn't even ordered but I'll give the benefit of the doubt. The upstairs unit has been working overtime and is now beginning to freeze and leak. I called HEP today (July 15th, 2024) and they said someone will call me back. This is a new unit that should not need an evaporator coil. It's been over a month since the original call and I'm afraid this will cause more damage the new unit and my other unit. I've been polite and kind on all the calls but this is unacceptable from any service. It should NOT take two weeks to get a part for a brand new Carrier unit. All I want is my the AC HEP installed to function properly and last what a maintained AC unit should last. I'm also on their Maintenance program and they came out prior to summer and noticed nothing wrong. The unit breaks 2 months later. Please finished the job.

  

  Business Response

  Date: 07/15/2024

  Thank you for reaching out and bringing this matter to our attention. We understand your frustration and sincerely apologize for the inconvenience this has caused.
  We want to assure you that we have ordered the necessary part for your AC unit, and we are doing everything in our power to expedite its delivery. Unfortunately, the ongoing supply chain issues stemming from the COVID-19 pandemic have impacted availability and delivery times for many parts, including the evaporator coil needed for your unit. We have verified that the part has not yet arrived, but we are closely monitoring the situation and will prioritize the installation as soon as it is received.
  We understand the added strain on your upstairs unit and are taking your situation very seriously. Our team is committed to ensuring your AC unit functions properly and reliably.
  We appreciate your patience and understanding. Our goal is to resolve this issue promptly and effectively. Please know that we are fully committed to making this right for you.
  If you have any further questions or need immediate assistance, please do not hesitate to contact us. We are here to support you.
  Best regards,
  HEP Inc. Customer Support Team

  Customer Answer

  Date: 09/03/2024

  Hi there,

  It’s been close to 2 1/2 months and this business never resolved my issue nor gave me a diagnosis of the issue for the failing ac they installed last year. The Better Business Bureau did not help resolve this issue in any way other than communication. HEP is on the Way, is definitely not a Better Business. 

  

  Business Response

  Date: 10/04/2024

  We have tried to reach out to this customer multiple times to get a resolve for his issues and have no no response from him. I am not sure what to do at this point. I have texts messages and calls logged for two month since last contact. multiple voicemails have been left as well. 

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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