Ray Cunnigham of HEP. Great guy. Super knowledgeable, friendly, professional. Great service.

While Preston the manager was attentive and willing to talk, I will not be using this company again and advise others to be cautious. 1. Extreme Pricing: They quoted $835 to pull, snake, and reset a toilet--a non-emergency job. Local averages for this service are $250-$400. Even after a lengthy discussion with Preston, the price only dropped to $644, plus a $19 service fee. 2. Pushy Upselling: Technicians insisted I needed an $8,000 drain replacement despite three prior contractors verifying its integrity. Their aggressive tactics felt like a shady car dealership. 3. Poor Reliability: The technician arrived 5 hours late. Dealing with their "Zain" AI chatbot to get updates was incredibly frustrating. Unless you have no other choice, avoid this company to ensure you aren't taken advantage of. read more

Nobody there knows how to do their job when you call you just get somebody else that just doesn't know how to do their job either but there are several supervisors there and they don't know what they're doing I bought a $9000 unit and have spent an additional $2000 within three years so we will be calling Don Dare next week read more

The issue I called for was that the main shutoff valve to the house was stuck open, so I couldn't shut the water off to do a small job, and that the hot water supply valve under the sink needed replacing. The technician got to the house in a relatively timely manner, and that's where the good part ended. The tech tried -really- hard to upsell me, by a lot. When we got under the house, all he kept talking was copper pipe this, copper pipe that, that really if we didn't replace everything with PEX, it would just be a band aid fix. He gave me a quote to dig a trench and run a whole new line from the meter to the house, ($4400) a quote to replace all the copper pipes in the house with pex, (a little over $7700) and a quote to both replace the pipes and the house, and dig the trench and replace the line to the house, which he strongly suggested was my best option. ($12,000). I had to ask "How much to do the job I'm asking you to do, which is to replace the shutoff valves to the house, and the hot water valve under the sink.?" That was almost $1,000. Once I got the quotes, in order to "give a discount" he told me he was required to put a HEP magnet on the fridge, take a picture and show his boss, and then stand over my shoulder while I scan a QR code to give them a 5 star google review. The whole experience of being upsold to $12,000 worth of work, a major sense of urgency to try to pressure me to do that now, and the pressure to both keep a magnet on the fridge, and submit a 5 star google review left a really bad taste in my mouth. I told him I'd need to talk to my wife if we were looking at spending $12,000, and that I'd let them know in a day what we'd do. I thankfully decided to go with someone else, who didn't try to upsell me, and came in a few hundred dollars cheaper to do the work I need done, and did so better. I will -never- call HEP for any work I need on my house again, and I strongly suggest everyone else avoid them like the plague. read more

Don't EVER use HEP for anything. They screwed our porch up, wouldn't even come look. Finally a kid came out to look at the problem and take pictures, never heard from them. STAY AS FAR AWAY FROM THIS COMPANY AS YOU CAN...TERRIBL! read more

Left a plumbing job unfinished and now not responding to requests to finish. Holes were left in the walls, and the shower, which was the reason for the repair request, is unfinished. But, they told the finance company we had to use that the job was complete. Horrible experience. read more

Had a time window of 1pm-6pm. Still didn't make it to see us. Glad we were early to see an issue with service.

I was having an issue with my HVAC system in my house in LaFollette. The technician asked me what brand HVAC system I had and I told him all I knew about my system was that it wasn't cooling my house anymore. The technician had no idea what kind of system I had, then connected a manifold gage to my system and told me I had a leak without turning the HVAC system on, which is the way they work. This alleged expert told me the year old system I had had been outlawed last month and that it was illegal for him to work on it. Then tried to sell me a $12,000 system. All this happened in a 15 min appointment, for a system he still couldnt identify. Turns out it just needed a good cleaning......I'll let you decide, incompetent help or was he trying to pull a scam... Either way it wasn't a good look for a company that supposedly employs only the best. If I could give them a 0 out of 5 but I had to rate them at least a one or yelp wouldn't post this review. DONT NOT RECOMMEND. read more

1 star only because yelp wont allow zero. Contacted via the e form on their website for service, giving the preferred date and time including the preferred times to contact. We have heard nothing from these people. There guarantee of service within the hour, per the tv ads, is a absolute joke. Forget calling these guys, call Choice One Plumbing instead. They were out the same afternoon I called and fixed the issue quickly. read more

Basically one arm doesn't know what the other is doing. They are not good at communicating, technicians dont know what other technicians are doing, wont keep appointments, receptionist give different answers to whomever you talk to. Cannot fix things they messed up. They show up to do work unauthorized when you don't give them permission to be on your property when its not scheduled. They state they are coming to do one thing and do another. Their signed 'quotes' they deem to be invoices when it specifically says quotes. They state they are not responsible for delays so their is no recourse to void the agreement when they don't honor what they stated verbally. They replace equipment with subpar replacement equipment. For comparison what they quoted would be $12500, another company did the work for $3500 with no delay. They stated they would call me and talk to me about complaints, but no call back. I would not recommend them in any capacity. read more

When I first started using HEP they were amazing. Now, we have paid them $10,000+ dollars for a new AC unit and we have had nothing but issue after issue. They will set a service call but then call you and say that the tech is running behind or can't make it all. This has happened four times now in two months. I'm getting really frustrated with this company. They either need to schedule better or hire more techs. They think people have all day to just sit around and wait in hopes that they might show up. This is ridiculous! I used to tell everybody to use HEP now I refuse to tell anybody. I want my unit to work like a new unit should so I keep using them. If I had the money I would change companies. read more

Purchased an HVAC unit from them and then never converted it over to propane from natural gas. it was costing me $100 a day to heat my home and when I called them to come look at the unit they told me that was normal for the unit to produce fumes that burned your eyes and made you gag. I then went with another company to convert the unit and when I contacted them (Wilford) he got extremely hateful with me and told me he would call me back. Never heard back after a month so I contacted his boss (Joe Brown) I emailed him the receipts and he said he would get back to me. Its been over a year and still nothing. All I can say is do your business elsewhere. read more

Had several appliances die on us around Thanksgiving and made the decision to swap from electric to gas when purchasing new items. Even with the holiday very near, HEP was able to get us a technician for a quote the same day I called. Within a couple of days we had technicians in the home doing all repairs to get a stove working again in our home, but also to even just bring our home up to standards. We had old gas lines that were way under sized and the appliances were working over time trying to run on the piping they had. Between plumbers and electricians, electrician Adam Foust in particular, our home was back up and running better than ever in no time. Honest, kind, and speedy is what my honest opinion is. I think any large projects can be costly, but we were satisfied with the price and knowing they are licensed and insured. Would recommend! read more

I was contacted by a representative of HEP and received a partial refund. I am satisfied with this resolution.

Hep appt was scheduled for 8am-1pm. However I received a text message at 11:15am that hep no longer had a service advisor that was able to come. Why wait until the appt window was almost up to notify customer. Not sure that this company understands that people have to take off from the job they work to make sure someone is at the home when the company says they will be there. Very unacceptable and poor communication. It should not get one star read more

This is the most unethical company I have ever dealt with in my life. I had a quote for a job with all of the work to be done for 8400 dollars. The quote that they wrote up had the necessary equipment that was needed on it. They called today and tried to double the price due to not costing it out correctly in the beginning. They sent the estimate to me, it was signed and agreed upon. Now they refuse to do the work for the quoted price. read more

Absolutely awful company. I am now stuck with two tone roof that I'm gonna have to hire another roofing company to fix bc HEP does not care about the quality of their work. They also do not honor their word when it comes to how they will bill you. Avoid at all costs. read more

Canceled service because they were not able to put in air when they said. 2 days later they cashed the check. I talked to two people on different days to cancel it and after that they cashed my check for half the amount, $6800. Now they say it can take two weeks to refund it. You cashed it KNOWING I canceled the service. That's fraud read more

we used HEP for a couple of years and spent 1000's. we thought they were ok, but high turnover and upselling, then finally, high charges and the problems made worse. they assured us they would address the issue. we had them fix broken pipe that was leaking from a bathroom. they did not installed correctly and there was a new leak where they had worked. no one ever returned our calls or took any responsibility. they are overpriced and more interested in selling and not treating employees well and hiring novices than ensuring the work is done correctly. don't use them. read more

Very good operation, they were on time and professional. Highly recommended. No leaks and good communication. Even had a supervisor come out and chat. read more

I am disgusted with HEP, frickin liars. I called @4 pm needing a simple visit to turn an old spigot. Agent said no problem we can help you out, it will be between 1 and 6, more likely 6. I said that's fine, I needed to shower. OK PHONE RINGS @ 5:40, AGENT SAYS, THE TECH COULDN'T COME TODAY BUT COULD COME TOMORROW. I may have been able to get someone else, if had none earlier. So kiss mah grits, severely disappointed read more

I had a pipe come loose, Hep came out, took the pipe apart just screwed it back together, then charged me $275, then I was told that my faucet was leaking and he wanted another $200 to fix it, I feel like I was taking advantage of, then he said that I need to have them replaced my pipes for another $6,700. I will never call them again read more

HEP Plumbing - West Knoxville - Pipe under kitchen sink - Plumbing Near Me - Knoxville, Tennessee

We needed someone to come check out our old 50-gallon water heater that was leaking. The technician was great but the quote to replace and install was just over $3,000. We thanked the worker and immediately went to Lowe's. They had someone to our home the next day and a new unit and installation ended up costing us around $1,200. Not sure HEP stays in business with the absurd pricing but you're better off getting a quote somewhere else. read more

We requested our shower to be fixed which included tile replacement and grouting and some drywall with us supplying tile as needed. The drywall and additional tile they added was nice. The main job was the area at the bottom of the shower all around and it looks very unprofessional. We were required to pay 1/2 of the job upfront and when they refused to come back in to fix it after their second try - HEP told us that if we did not pay the 2nd 1/2 it would be turned over to a collection agency. We paid and stopped the relationship which we have enjoyed with HEP for over 10 years. The crew that did the work were subcontractors and maybe that was the problem that it was out of HEPS normal scope of work..But they accepted the job, took pictures clearly showing the work areas. To be told We were being unreasonable in our expectations - and to pay up or go to collections was unacceptable. We are in the process of getting the shower area fixed by a local tile company- my advice is if you stick with their base services you will most likely be pleased - BUT HEP should not step out of their comfort zone for repairs that they are not prepared to perform professionally to their customers satisfaction and close the door on a long term customer. read more

We are still without our air conditioner that we paid $11,000 to 12 different visits in may. They have no idea what they're doing none

Stay away from this contractor. I was scheduled for a visit 3 times before anyone showed up. Waited 6 hours two different times. It cost me $1484 to put 3 caps on a vent pipe and seal around the pipes. Could not provide me with a breakdown and said it would be emailed to me after I paid them the $1484. So, I don't know the labor or material costs. The technician indicated that there is a $600 cost just to show up on site. Why I didn't look at their reviews is beyond me, but lesson learned. I will never use them again and suggest you look elsewhere. Read the other reviews, they are just as bad if not worse. read more

Techs threw shingle off my roof and hit my vehicle. Didn't apologize or anything. Roofing manager hasn't returned my phone call either. Update: the shingles that where installed did not hold up through the first storm and now need to be replaced again. The company did offer to come out and fix them. But after damaging truck and making subpar repairs. I just want my money back. read more

Overcharging. The do not provide a itemize list. They lack trouble shooting skills. They will charge you for unnecessary work. Snaking a drain that did not need to be snaked. They could have used a camera to find the issue quickly. Removed dry wall that did not need to be removed. The problem was a 3 dollar part 2,214 was charged for labor. 1 was for 2 hours a work. So 1 thousand dollars an hour! read more

I want to share my experience with Hep, Inc. concerning my HVAC system. It started off rough with the first A/C tech they sent out, to the point where I had to get a manager involved. The manager that spoke with me said I'm sending you one of my best techs, Wendell Patton, and he will make this right. Wendell exhibited expertise, proficiency, and attentiveness to detail. He provided exceptional customer service, helpful advice, and personable contact from the start of the issue all the way through to its completion. Wendell conducted an extensive inspection prior to providing an estimate. He was thorough in explaining the details and very patient in regard to answering my questions and addressing any concerns I had. Wendell exceeded my expectations. He was extremely knowledgeable, and I could not be more pleased! The time and energy Wendell invested, in addition to his ability to go above and beyond what anyone could possibly expect, distinguishes him as an invaluable asset to Hep, Inc. If you have any A/C problems, do yourself a favor and request Wendell Patton. Because of him, I will definitely recommend Hep, Inc. to all of my family and friends. Thanks for the great job, Wendell! read more

Do not waste your time with these folks. Hep sent a tech out to our home for a roofing estimate. During this visit we were told that Hep would work with our insurance to get a new roof and that they would be helping us through the process. The day our insurance adjusters showed up NO HEP tech did. We were then told that Hep would call our insurance and handle things from there. For the next following 3 weeks we didn't hear a thing from Hep. When. we called to follow up Hep had NO notes about us or our account. I was then told the women I needed to speak with would call me back by the next day. That was last week and still haven't hard anything. DO NOT WASTE YOUR TIME WITH THESE PEOPLE.. all they will do is waste yours. read more

We had these guys come out yesterday and they were extremely price gouging and we're extremely late. Wanted to charge over $400 to hook up maybe a foot a line. After looking at all these reviews and my personal review I highly recommend you stay away from this company and do your research first....and call around. HEP is NOT on the way, and if they are run read more

HEP Plumbing - West Knoxville - Wanted $400 to attach that gas line. That was a simple cut and attached of less than a foot - Plumbing Near Me - Knoxville, Tennessee

If your mini split is still under warranty and you try to get them to come out and maintain it due to the fact that you have a problem I need service they will tell you they will come out and call you back but never call back you have to threaten them constantly bug them and eventually tell them you're not going to make any more payments until they come out and honor the warranty that's the way I had to do it because I was making payments I had to tell them that I was not going to pay the next payment until they came out I recorded all of my conversations with them and told them that I would be playing it back to the judge when we go to court the next day finally after almost a year and two weeks left on my warranty they finally honored their warranty at one point they even try to charge me an extra $2,000 to fix the problem when I had already paid $1,300 for their mistake I got them to come out and fix the problem at their cost and no extra cost to me so I highly do not recommend these people because trying to get them to honor their warranty sucks read more

If I could leave zero stars, I would. I created a Yelp account just to leave this review. HEP charged me $350 to pull my toilet out so they could find my cesspool and now they won't put it back in without an additional $850. They say my toilet flange is too high. I refuse to pay it, so they left my toilet unusable. If they couldn't put it back in, why charge $350 to take it off? No refunds or credits are being offered. After several calls with various reps, I finally get to "Dwayne", the supervisor, he tells me it's my fault that I authorized it all and he won't do anything about it at all. A company like this without any accountability will be out of business soon. read more

We had a issue with our waste ejector pump. The alarm came on and we called HEP is on the way. Their technician came out opened didn't even pull the pump out to look at it and told us we needed a new one, which would cost around $7000. This didn't seem right to me so I called another company who told me that usually the Knoxville sewer companies fix these issues for free. I called the utility company, and they came an switched out the pump in 30 minutes with zero cost. I can't believe a local company like HEP is on the way wouldn't know that this is the process. On top of that shopping around the avg prices for this type of repair is from $500 to $2500. So for all of you in Knoxville are who might have this issue, make sure to check with the local utility company before calling anyone. But under no condition would I advise calling this company. read more

If you're interested in getting sales pitches for whatever they think you'll buy, sign up for the "inspections" programs. Dude came to house (came in with no mask or foot coverings) stunk like a pack of freshly smoked cigs and then proceeded to not do any formal report on the inspections but to write a proposal for 8 grand for something other than the furnace. Went on to say it was leaking Freon and provided NO supporting documentation stating what the level was vs what it should be. Total sham so save your money on the "inspections" program. Worst yet is that a supervisor has called twice since then, promised to rectify situation and I've yet to hear what it is. Gone...... read more

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. read more

Overpriced! An employee that came out did an amazing job. While working, he received a call from his boss. He was then fired because he spent too long fixing the issue with my toilet. I will never hire HEP again because of this. That man worked his butt off and figured out that my dog got a tennis ball stuck inside my toilet. Because he refused to leave without figuring out the issue, he was fired. How does that make sense? You all should be ashamed! read more

I have purposely waited to post anything hoping that HEP could get their act together. But I cant be quiet anymore. Our HVAC was maintenainces on November 20 and was found in good working condition as I expected since it works good. 5 days later I realized it was getting hot in the house. Thinking Mike just turned the thermostat up like he does. But when I checked it was set on 72 like normal although the thermostat read 74 and the unit was still running. So I turned it off but the unit kept running. It ran all night long even though it was turned off. Called HEP first thing in the am and they came out and diagnosed the defrost panel was bad and would have to order the part. I was supposed to pay half down but tech charged me full cost up front. Next day get a text to set my appointment. I thought great that was fast so I called to set my appointment for friday am since thursday was thanksgiving. Friday am and pm came and went no tech and no call. So I called at 4:50 and was told I wasnt on the schedule. Argued with her that I called after receiving my text. She put me down for saturday am and I even asked if they had the part. They must. Saturday noon still nobody. Called again was told they were coming. Get a call back saying they dont have the part and wont be coming. At this point I made my disgust known. She promised theyd be out Monday first thing I was priority and first on the list and a manager would call me monday. Guess what....no call. By monday afternoon I called and demanded to speak to a manager. They were conveniently in a meeting and would call me back. At 3:30 I called again. After several demands for a manager I told them get them out of the meeting interrupt their lunch or pull them out of the bathroom I want to talk to a manager now. Finally one comes on the phone. She apologizes. But I made it very clear that it was now 4pm and I was not a priority that I was not 1st on the list. Even being sick and sounding sick didnt help. I will spare the details. They gave me a refund of $150 and said they would be out tomorrow. Tuesday they were set to come out that afternoon. Then a text to reschedule. Called and no reschedule Im on the list. About 4pm a tech showed up after being pulled on another job. He comes WITHOUT the part. You cannot.make this shit up. He goes all the way to knoxville to get the part. 6pm he changes the part and we have heat. YAY! but it still ran continuously without shutting off. Same problem as first call. Replaced a part that didnt fix the problem. Next morning call again. Tech shows up at 8pm and says its the blower switch not the board. Part is common and should be in stock. Manager discounted it so he says anf I paid half again. Next day thursday no call to put in new part. Hvac still running continuously. Friday Mike calls cuz Im too stressed out. They will come monday. Hvac runs non stop all weekend. Tech comes monday cant get the bad switch off. Goes to home depot for different tools. Still cant get it off. Removes the blower motor and takes to shop. Orders new blower. Tuesday comes to put in new blower. Yep wrong size. Took the entire casing to get right part. That was tuesday. It is now thursday December 12 and I have no heat and cant even call another company cuz HEP remived the part. HEP installed this unit in 2017 so its not old. The parts are under warranty as I checked with the manufacturer. But nobody can tell me what I am paying for. The bill is not itemized so not sure whats labor and whata parts. I am so cold and sick. I have 3 heaters going and cannot get warm. I am at.my wits end. I feel a call to Don Dare soon as I have been without a functioning unit since November 25. If all this isnt bad enough the one tech shut down 2 breakers which I didnt know about one being the thermostat. The other was for my freezer in the laundry room. By the time I knew it the freezer was almost completely defrosted. Thankfully everything was still froze ecept 2 things on top. I also cannot do laundry when its this cold as the drain.pipe likes to freeze and then drains on the floor. I usyally have the heater out there when its exceptionally cold but cant do that cuz the heater is needed in the house. I just dont understand. At least have the courtesy to call with a status update. Their silence speaks volumes. read more

we are in worse shape than we started with. We currently still are not fixed. we have to pay someone to fix what he messed up. He lied to us. he said he would be back the next day and also stated he would get back in contact with us. We haven't heard a word. I am so upset. there is more to the story, but too much to type. read more

One of the worst customer service experiences I've ever had. 1. DID NOT WEAR MASKS. When I asked them to put on a mask they were extremely rude. They continuously removed the mask while in my home. 2. Arrived hours after the time window (which was already 5 hours long). I had to call the office at nearly 8pm on a weekend to figure out if they were even still coming. Was promised they would call before arriving, but this did not happen. 3. I recently had the home inspected and was told the condensate drain was clogged and needed to be serviced. The man who came to look at the AC argued with me that nothing was wrong and did nothing to service the unit. I'm not sure if he actually didn't know what he was doing or was just lazy, but it was a serious waste of money. Just stay away- this place is BAD. read more