HEP is on the way

Angela McNabb

2024-04

WARNING ⚠️ DONT USE THIS COMPANY ⚠️ HEP PLUMBING division. So many leaks after a new re-pipe. But most of all the original installers (it took 10 total for a 2 man job) caused damage to my heating and air unit. Had someone come and check it and they gave us a quote on damages ($6500) they drained at least 2 gallons of water out of our ductwork…. The pictures attached show them draining it. Now they won’t return our calls and we paid $15,000 to this company. HORRIBLE. THEY SHOULD BE SHUT DOWN FOR GOOD. How is it ok to damage someone’s property and just walk away?! It also leaked multiple days on our sub floor after the master plumber worked on it. Terrible company. Ruined a couch, luggage and family photo of a deceased family member.

Haley Duggan

2024-02

If we could give 10 out of 5 stars we would! We cannot say enough wonderful things about the entire team at HEP. They seriously are the BEST and helped us out promptly even in the snow and ice of Snowmageddon 2024. From their kind and responsive dispatch folks to their thoughtful and hard working techs- these folks know how to take care of their customers! We will be using HEP for all future HVAC and other repair needs.HUGE shout out to Patrick M, Edwin, and Chino for braving the elements to restore heat in our home. We are so warm and so dang thankful!

Savannah Robinson

2024-04

Vlad was fantastic and so patient. He replaced our sink faucet and fixed a bad leak in our kitchen! He was knowledgeable, spent the time needed to explain in simple terms what the solutions were, and even treated our pets sweetly-they were very curious and “helpful”! (That kind of service alone deserved 10 stars!) this is like the 3rd time we’ve used HEP and we’ve appreciated the prompt assistance each time!

Kellsey Hooper

2024-04

Was very happy with the consult I got from the technician. He was very descriptive and informational about what was wrong with our water heater. Definitely seems like a company who cares for their customers. Hopefully we'll be working with him soon.

Nicholas Leach

2024-04

They're uninsured, will destroy your home and block your number. Special place in eternal damnation for this company. They led me to attempt suicide due to them totaling my home. Didn't even set up a place for the water to leave my home, they let it dump into my basement causing over $500,000 worth of damage. Get away from these low life criminals.Edit: they are still lying. In 2018 I was 17 years old, this house hadn't had any work done to it since the 1990s. I really hope you get exactly what you deserve, you destroyed my life. They do not have insurance, their owner is a disgusting disgrace for life.

Tedra Bennett

2024-04

Jacob Newman was great at inspecting and walking me through the process of what I would be looking at HVAC wise as well as telling me about the warranties, guarantees, the solution I needed and all that HEP does and how well they look out for their clients. He is a very pleasant young man and well manner able. I had a great experience talking to him today. Thanks Jacob for the ray of hope and thank you HEP for the speedy response

Dee Smith

2024-04

Brad Duffey was an awesome plumber today. He came in prepared and ready to go. He talk me through what was happening and did a great job on my toilet repair! 5 stars for Brad!

Tabitha Ely

2024-03

This is a bit late though still meant. I had a shower that wouldn't turn off that required turning the water off & leaving it off until it could be repaired. The technician who arrived saved our Christmas. I thought we were going to have to scramble around & make other plans to accommodate everyone coming over for Christmas and Carter Medley stepped in to save the day. He was very professional and knowledgeable. He figured out what the issue was & resolved it while explaining what happened. He gave us recommendations as well. Hope his Christmas was as great as ours.

Rachel Swauger

2024-01

Tim was absolute best!!! I had a great experience with him! Top notch! Thank you so much for all your hard work! Dishwasher and shower working perfectly!

Emma Stone

2024-03

From the time I call HEP to the time they leave, I’ve never experienced less than exemplary service. They are always quick to respond, pleasant, and Joshua S. did a great job at explaining everything on my most recent service call. As a new homeowner, they really help put me at ease knowing I can trust and count on their services.

Kelly Rowerdink

2024-04

Our service guy, Jacob Newman, is a awesome, nice, honest guy. I'm definitely switching to HEP from Hillard. Hillard tried to scam me into buying a new A/C unit by turning the cut off switch to my A/C up side down so it wouldn't cool. Thank you Jacob and HEP for taking care of us and being honest!

Greg Luepke

2024-04

Called HEP for a standard clogged kitchen sink. It took three different service technicians and visits to clear the drain pipe. The first two tried to give up after 15 feet and the first corner. I had to ask to try another time. Finally the manager sent out an experienced technician who cleared the drain with no issues. The first technician recommended “jetting” the drain line as a solution that would help avoid the issue for up to 15 years. This was an overpriced money grab. The jetting crew could only run the jet through 10 feet of a 50 foot run. The jet can’t navigate corners or transitions to smaller line. I asked for partial credit on a $1,200 service and didn’t get any.Call a more experienced plumbing service!

A Fox

2024-04

Never have I seen any business drop the ball as bad as HEP did.We had a plumbing leak occur in the wall of our finished basement, behind some cabinets. We explained this over the phone to HEP and were told someone would be out in the morning. We have to cut water to the whole house because the break is before the main indoor cut off.Technician #1 arrives, looks at the issue (small hole in pipe) for 10 seconds and informs me that we need a $12k whole home re-pipe. When I decline and ask for the specific issue be fixed, he let me know that he was sent out without the tool he needed to cut through the cabinet and wall, even though that need should have been very clear. He says that we should hear from Technician #2 within 1-2 hours.We do not hear from Tech #2 within that time. I call HEP again. HEP tells me that they can see we are still on the schedule but can't see if someone has been assigned and that they can't call the field manager that would know. Person on phone can't even tell me if it will be 2pm or 2am. "If it gets too late for you, you can always just cancel". Wow.Another 2 hours pass. I call again. Same response. No escalation. No one cares. Our house remains without water.Finally receive a call from HEP saying that the tech is in our driveway. They aren't. Tech calls and says he is 15 minutes out. They were supposed to give more warning than this. Good thing I'm still home.Tech #2 arrives and repeats the same procedure of Tech #1, by telling me that we need a whole home re-pipe. Except he says the first tech quoted it wrong and now it will be $15k. He then tells me that he doesn't have the tools to work on copper piping. Mind boggling. Additionally, he says the fix will require removing our counter and cabinets and the fix will now cost 5x the original quote. Tech then pressures me to sign to get the work done first thing in the morning, knowing very well that they just ran me past 5pm where I can't easily get another plumber.I can't tell if this is malicious behavior or just negligent ignorance. Neither would be surprising. HEP does not deserve our money and isn't getting our money. If you read this, consider doing the same. There is too much competition in this business to have to deal with this.

Holly Waller

2024-04

Corbin was amazing. He was early and did an amazing job on our water heater. Super friendly and very knowledgeable about the heater. If you need help with plumbing issues call Corbin.

Shannon Wright

2024-04

Broke our shower handle off and called HEP. They were able to come out the same day and they were the more affordable option as I had called multiple places. Corbin got us fixed up in a timely manner and was very professional. He explained everything that was wrong, how he was gonna fix it and gave up front pricing. We are pleased with the service received.

Carolina Sarda

2024-01

Everyone at this company, Rachel, Claudia, Samantha and Tanya were excellent in getting the part we needed for the heating unit. If I could give Justin Weld 10 stars I would. Justin came to service the heating unit so that our tenants would not freeze. He travelled for over an hour and had a truck breakdown but managed to still show up and do the job. It was late cold and snowing, but Justin had a positive and nice disposition, a true quality person. I would highly recommend this company. Justin is worth 10 stars, got the unit running, and got our tenants comfortable. He is a caring and efficient worker highly recommend!

Carla Molina

2024-04

Nathan was very professional and explained all options for potential future services. It's awesome to know HEP does financing for big projects. I will definitely continue to be a customer for life. Thanks again Nathan.

Ron Hendrix

2024-04

Vlad was a very knowledgeable man and very courteous. Could not get all the job done today but scheduled the rest of it for the next day. I would recommend him and HEP to anyone.Thank you,Ron Hendrix

Chris Price

2024-05

Warranty work. Exorbitant estimate at first but management got costs down to national averages. Not a geart deal, but acceptable. Still the work needs to be done before I can officially say I'm satisfied

Tabitha West

2024-04

This review is for Jeremy, the tech who came out. And not for HEP as a whole. Jeremy was very professional and kind in his work, and did a great job.However, the service was a tankless hot water heater flush. When I was originally asked if I wanted to sign up for their maintenance program they told me that it included an annual water heater flush. Since we had just had a tankless one installed I specifically asked them if it included tankless. They told me yes and that is why I signed up for the maintenance program. Come a year later and I have them come out for the annual flush and now tankless ones are not included and it's going to cost me. As you can imagine I was not happy about this. They did end up discounting it, but still, I was not expecting it to cost anything as they told me it was included.

Phillip

2024-04

Connor came to the house, diagnosed the issue quickly, and began the necessary steps to repair my kitchen sink. He was friendly, authentic, and easily explained the situation. Great service!

Melinda WS

2024-04

We called HEP to fix a simple, clogged drain. They charged $350 to bust our pipes apart and run sewage under the house for 2 weeks. They sent another plumber to cause our sink to leak. Instead of cleaning up the mess, they tried to charge us $2000 to take the lid off the septic tank. My sister, her husband, and mom came over to open up the tank and we fixed the clog in about an hour. Thanks for dumping sewage under my house, rotting the floor, and damaging the foundation, HEP!

Stephanie Harper

2024-04

STAY AWAY! We originally called HEP October of 2023 for a water leak in the basement. We had water coming into the basement from the washer drain. They sent a guy out that told us that our sewer line was broken. We agreed to the services. Team shows up. They open up the ground and tell us that the main line needs to be replaced also. We agreed to the repairs. Originally we were told that the water lines run out of the basement underneath the concrete front porch at the front of the house. They said they would have to cut 6 feet out of the concrete porch. A different guy shows up, drills through the porch and decides the lines cannot be run that way and that they would have to go out through the foundation at the side of the house at the driveway. They complete the job. Fill in the porch where they drilled and decided they didn't need to. Horrible patch job, but I could overlook it. They fill the front yard and driveway back in. All seems well. A few days later it rains. Basement floods through the foundation where HEP ran the water lines in and out of the house! They apologize. Said the foundation wasn't sealed properly. Have to tear up the entire front yard and driveway again. As they are tearing up the yard again to properly seal the foundation, they bust the new main line they had just put in. What was supposed to be a one day job turned into a few more days. This time the yard and driveway are filled in and it was awful! Our gravel driveway was nothing but dirt. The yard had sink holes, mounds of dirt and trash (old tubing, caution tape, etc) sticking out of the yard. Left trash by the side of the house. Rains again. Basement floods again through the foundation HEP supposedly just fixed. Call this time and get a supervisor. He promises he will be on site to personally oversee the work being done and make sure it is done properly. He made a 10 minute at most appearance. They tear up the yard and driveway a third time. Fix the foundation a third time. To this day, the basement still leaks where they ran the lines through the foundation. Only good thing they did on this job was bringing new gravel and putting it down on the dirt driveway they created.To add salt to an open wound, we finance with HEP. They won't do the job unless they are paid upfront. Wouldn't wait on homeowners insurance. Turns out our homeowners covered the whole job. Homeowners told us we never should have paid them until the job was done. Homeowners insurance says the check has to go directly to HEP. We talk to billing. They agree to take the check and pay off the loan. We send the check certified mail to where we were told to send it. It comes back to us in the mail. My husband takes the check down to the one office. They say he has to go to the other office. That office says no one can help him. He comes home and calls HEP. They send a courier to pick up the check. Husband calls HEP and is assured the homeowners check will be given to the loan company before the first payment is due. We are even sent a letter and email from HEP saying this way done. This was done in February. Yesterday, April 17, 2024, my husband is notified by the loan company that our payment is late and we have been charged fees. HEP had the payment in full from our homeowners insurance and did nothing with it! Husband spoke with HEP today. They profusely apologize and say they will take care of it including the late fees. So at this moment, HEP not only did a terrible job that took them tearing up the yard and driveway 3 times, they have a large sum of money from our homeowners insurance and the financing company. If it isn't rectified, legal action will have to be taken. Take my advice, go with a local plumber that knows what they are doing and not a large company like HEP.

Alexander Farley

2024-02

Stephen Lemoine was excellent with my roof. The inspection and repairs took less than the estimated times I was given which really made my wife happy. He was strictly professional and was very knowledgeable about what needed to be done to help keep my roof lasting. It was just a shingle replacement but I'd trust him replacing the whole roof if he said it needed it.

Keshi N.

2024-04

Just had HEP is on the way stop by to check our AC that went out yesterday. The tech Jacob Newman was so patient with us trying to locate where things were so he can get us some nice cold air back cuz it’s hot. Overall super happy and literally will be calling EVERYTIME!!

Kayla Carr

2024-02

Edwin and Chino were excellent guys. Very professional and knew exactly what they were doing to get us up and going again with our new hvac system!! They worked hard from the moment they got here all the way up until they left.Thank you Edwin and Chino for helping us get our house warm again!!

Hannah Hicks

2024-02

Justin came out to check out my HVAC and get me an estimate for repairs today. He was the absolute best! It was refreshing to meet someone with so much passion and pride with their career. He is a customer service professional is every way and it did not go unnoticed. Thank you!

danielle Zimmerman

2024-04

Jacob Newman was promt, professional, and very knowledgeable. He gave me different options for fixing and replacing my unit including financing options. I would highly recommend him and HEP.

Chris Cantrell

2024-02

[I’m changing the previous 5-star rating to a 1-star rating. You’ll see below my reason for doing this. I would never, ever recommend this business to even my worst enemy. My background is as a mechanical engineering officer for the U.S. Air Force.]When the tech showed up, he told us that the reason our low flow toilet was always having trouble flushing was because the entire 50-yard pipe from the toilet all the way out to the street was clogged with dirt and roots. He said that snaking it would serve no purpose as he wouldn’t be able to get the snake very far into the pipe. When I told him that another, non-low-flow toilet was back to back with the problem toilet and never had problems flushing, he then continued to insist that the entire pipe from the bathrooms to the street would have to be replaced at a cost of $13,000. My background in mechanical engineering and physics as an officer in the U.S. Air Force made it clear to my wife and I that the best thing we could hope for was to say whatever we had to to get him to leave. When we made it clear to him that we wouldn’t be paying him $15,000 that day for all of that work, he then offered to snake the 50-yard pipe all the way out to the street for over $500. We said that we wouldn’t be doing that and that we would reach out to his company if we needed them to do the work. I then told him that I was going inside to write him a check for the $75 service fee. While I was writing the check, he entered the front door of our house and waited. After I handed him the check, he insisted that I leave him and his company a 5-star review. He gave me a QR code to scan to take me to the review page on Google. When I said that I would leave him a great review, his body language made it clear that he wasn’t going to leave our house until he had witnessed me give him 5 out of 5-stars. I did so, and then after giving us his card, he proceeded to leave and drive away. I don’t wish to vilify this tech or his company, especially with the economy struggling as it has been. Trying, however, to charge $13,000 for a pipe which did not need to be replaced when the job could have been dealt with by replacing a toilet is simply shocking. It also doesn’t cost over $500 to snake an approximately 50 yard drain, especially if he told us that it would serve no purpose in the first place. I’m also concerned that when he entered our house for the first time, he saw from the state of our house that we both struggle due to our disabilities. I’m not sure if this is a case of a predatory person attempting to take advantage of possibly vulnerable persons or not, but there’s absolutely no way I would ever recommend this company after this kind of behavior.

David Bock

2024-04

Josh showed up at the very beginning of the time slot. He called to let me know he was arriving early to check that was okay. He was friendly and professional, gave good, clear information, and I had an estimate in my email before he left.