Reviews

This profile includes reviews 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. has 5 locations, listed below.

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  HEP, Inc.

  3914 Papermill Dr Knoxville, TN 37909-2060

  
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  HEP, Inc.

  1605 Prosser Rd STE 5 Knoxville, TN 37914-3459

  
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  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

  

Review Details

• Review fromTyrone S

  Date: 05/03/2025

  5 stars

  Tyrone S

  Date: 05/03/2025

  ******** ******* was professional and courteous and got us hot water back on!
  

  HEP, Inc.

  Date: 05/05/2025

  "Thank you so much for your 5-star review! We truly appreciate your kind words and are glad to hear you had a great experience. Your support means a lot to us, and we look forward to serving you again in the future!"

• Review fromEugene R

  Date: 04/30/2025

  5 stars
  Great service by ******** ******* very professional and very informative and curteous good personality thanks for sending him.

• Review fromRobyn C

  Date: 04/25/2025

  1 star

  Robyn C

  Date: 04/25/2025

  HEP was called to replace an in-ground water faucet and a piece of a swamp cooler. The quote given was $3,200. When asked for the breakdown of the charges, the technician said that the high tariffs significantly increased the price. I told the technician that this was nothing more than price gouging and I would not be a victim of such greed. I called another company, and the total repair cost was $550. I suppose the HEP had no idea that women can run a business and sniff out greed.
  

  HEP, Inc.

  Date: 04/28/2025

  We appreciate the opportunity to respond to this customer's concerns and would like to clarify the situation and our pricing practices.
  Our technician was dispatched to provide a quote for the replacement of an in-ground water faucet and a component of a swamp cooler. After a full inspection, the technician quoted $3,200 for the scope of work, which included labor, materials, and other factors based on the job’s complexity, urgency, and parts availability. We understand that the customer felt this price was high, and as is always our policy, there was no obligation to accept the estimate.
  When the customer asked about the pricing, our technician explained that several factors—including supply chain issues, inflation, and tariffs on certain materials—can contribute to higher-than-expected costs. At no point was there any intention to overcharge or take advantage of the situation.
  We regret that the customer felt our quote was unfair. Every company structures pricing differently, and we respect the customer's decision to seek a second opinion and choose another service provider that better fit their expectations.
  At HEP, we are committed to transparency, fair business practices, and respect for all customers regardless of gender or background. We do not condone any form of discrimination or disrespect and are disappointed that the experience left the customer with such an impression.
  We remain available to discuss any unresolved concerns directly and appreciate the feedback, as it helps us continue to improve our service.

• Review fromJoyce T

  Date: 04/15/2025

  1 star

  Joyce T

  Date: 04/15/2025

  Clog in Bathroom Pipe,3 visits to remove!Charges 200,,600,1900 Many calls to request lower on 3rd Visit !! Condo is 5 years old and I am a Senior living alone! The clog was hair that was not my color or length!! Strange!! My hope is no one else has to endure this experience!! They said after the second visit they had to remove the entire vanity and would be $2500!! Thank God no removal required but they changed $1900 for what?? I have owned houses and had bathrooms renovated, never experienced such an outrageous over CHARGING!! Pray no one else has to endure such outrageous DEBT!! Thank You. Joyce Tucci
  

  HEP, Inc.

  Date: 04/17/2025

  Thank you for your feedback. We're sorry to hear about your initial experience, but we’re glad we were able to connect and resolve the issue to your satisfaction. At HEP INC. we truly value every customer and are committed to continuous improvement. If you have any further questions or concerns, feel free to reach out to us directly at 865-525-2009. Thank you again for giving us the opportunity to make things right.

• Review fromElizabeth J

  Date: 03/06/2025

  1 star

  Elizabeth J

  Date: 03/06/2025

  They overcharge. Last visit charged over $3000 for plumbing repairs and left a new leak, did not bolt the toilet, did not place pipes correctly and did not fix the back bathroom issues. In essence, we paid for nothing as all of the problems remain. Then the plumbing manager did not return our request for a call to discuss until we wrote a bad Google review. So far we have not reached him. We spent over $10,000 over a few years. Had them install whole house water filter system and they did not know that filters needed to be replaced regualrly and offered no maintenance information, same with the Moen Flo system they installed - offered no support informaiton. They sell, that is all. The folks they send out change every time and seem to never read the notes. Revolving door. They wanted to charge over $1200 for a hot water tank service that is listed as costing $350-$450. A plumber locally did it for the normal charge and it is fine now.
  

  HEP, Inc.

  Date: 04/17/2025

  Thank you for your feedback. We're sorry to hear about your initial experience. At HEP INC. we truly value every customer and are committed to continuous improvement. If you have any further questions or concerns, feel free to reach out to us directly at 865-525-2009.

• Review fromSarah R

  Date: 01/23/2025

  1 star
  On 1/20/25 my tankless hot water heater stopped heating my water. Due to cold weather, I had been trickling my water regularly, and still had regular flow from all faucets, but when my regular handyman told me he couldn't figure out the issue I called HEP to come check things out. After waiting all day for someone to come out to my scheduled appointment on 1/22/25, the tech that came to my home told me that my pipes were frozen and in very poor condition. I was quoted $2,675 to thaw and insulate 70ft of piping. I was also told I had to sign a contract and pay upfront in order to get a spot on their schedule two days later (1/24/25). Let me be very clear when I say that the tech acted as if this situation was INCREDIBLY time sensitive even telling me all I could do was "cross my fingers" and hope that things didn't get worse in between that day and the service date. As a single female and first time homeowner, I was terrified. I trusted this man's word and signed the documents and wrote a check. Today (1/23/25) my partner went to my house to check to make sure nothing had burst while I was at work. He called me and begged me to get a second opinion, because he was wary of the quote I was given. Luckily I was able to find another company to come out today. This company got to my home in less than an hour and they also found and fixed the ACTUAL issue in about 30 minutes. MY PIPES WERE NOT FROZEN. The issue did not have anything to do with my pipes AT ALL. One small component of my water heater was clogged with ice. They simply removed the ice and things worked perfectly afterward. I was charged $155.00 for the ENTIRE job. HEP was ready and willing to lie to my face and rob me of over $2,500. I have called to cancel any scheduled services, mailed a notarized letter stating that I do not ever want them to come back to my home, and placed a stop payment on the check I wrote. Ladies especially, BEWARE of this company. They cannot and should not be trusted.

• Review frompaige c

  Date: 12/30/2024

  1 star

  paige c

  Date: 12/30/2024

  If I could give a negative I would!! We had no heat for 1 month!!!! And it was always we had to order a part. I have an idea get a more reliable parts company. Or better yet have stuff you might need on hand…..also I was told the part was under warranty and wound up paying 700.00 for it…ummmm what good is the warranty? I also was told I would have a credit of 170.00 put towards my balance. Nope never happened….paid the whole amount!!!!! Never never never use this company!!!!
  

  HEP, Inc.

  Date: 04/17/2025

  Thank you for your feedback. We're sorry to hear about your initial experience, but we’re glad we were able to connect and resolve the issue to your satisfaction on getting your part installed. At HEP INC. we truly value every customer and are committed to continuous improvement. If you have any further questions or concerns, feel free to reach out to us directly at 865-525-2009. Thank you again for giving us the opportunity to make things right.

• Review fromRichard M

  Date: 12/16/2024

  1 star

  Richard M

  Date: 12/16/2024

  Poor Poor Poor service. 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 it so I never need to deal with HEP again. DO NOT USE HEP!!!!!!!!!
  

  HEP, Inc.

  Date: 04/17/2025

  Thank you for your feedback. We're sorry to hear about your initial experience, but we’re glad we were able to connect and resolve the issue to your satisfaction. At HEP INC. we truly value every customer and are committed to continuous improvement. If you have any further questions or concerns, feel free to reach out to us directly at 865-525-2009. Thank you again for giving us the opportunity to make things right.

• Review fromRon C

  Date: 10/21/2024

  1 star

  Ron C

  Date: 10/21/2024

  We had a new heat pump installed at the end of May. Since then, we've had over a dozen visits to preform repairs. It is now the end of October and the system has been completely shut down for the past 2 weeks. No a/c, heat, fan, air flow at all. We're also unable to get a date when they will be back out again. Each technician that has been out points out mistakes made by the other previous ones while at the same time saying how knowledgeable that they are. It seems that almost everything within the unit has been replaced. At this point we're even considering having someone else come out and repair it and charging HEP for the repair. Being a larger established company, and referred by Lowes, I thought that they would know what they were doing. Obviously, I was wrong. At least I'll know if any other issues (plumbing, etc.) with the house come up in the future. We're senior citizens on a fixed income, we can't afford this kind of additional expense and feel we don't deserve the treatment or frustration that we are receiving. In my opinion, I would suggest, that if you're considering using this company for anything at all, think again.
  

  HEP, Inc.

  Date: 04/17/2025

  Hi ****  Thank you for your feedback. We're sorry to hear about your initial experience, but we’re glad we were able to connect and resolve the issue to your satisfaction. At HEP Inc, we truly value every customer and are committed to continuous improvement. If you have any further questions or concerns, feel free to reach out to us directly at 865-525-2009. Thank you again for giving us the opportunity to make things right. Sincerely, Your Friends at HEP

• Review fromPamela W

  Date: 10/01/2024

  5 stars

  Pamela W

  Date: 10/01/2024

  Christian J and Terry B helped me today with the project that I have been needing to do forever and they were fabulous. I feel like they really have taken good care of me.
  

  HEP, Inc.

  Date: 04/17/2025

  Thank you so much for your kind words! We're thrilled to hear you had a great experience with us. Your feedback means a lot to our team and reminds us why we do what we do. If there's ever anything else we can help with, don't hesitate to reach out. We truly appreciate your support and look forward to serving you again in the future!