HEP is on the way
Papermill, Knoxville, TN

HEP is on the way Reviews

4.2 stars based on 236 reviews

Featured Comments:

• T

  Tony B

  3.0

  HEP performed services for a full water repipe, gutters, downspouts, flashing, roof, electrical panel, 2 ton HVAC installation and line set, roofing, and windows. The water repipe was great. The plumbers were great. The downside was they cut 3 holes in the ceiling and ended up only needing the wall hole to fish a pipe from above. They also left some small copper pieces that ran to the bathtub faucets. Plumbers 8/10. The electricians wired a new box. I did have an issue as I had them wire a 220 to a 20amp plug and I found they wired a 110v 20amp plug which could of been deadly or blew up my machine. The gutters and flashing guys had a hard job with only a 2 man team. It took them 3 weeks to finish the job. After 3 consecutive days they showed up at 10am-1pm-9:30am and had not finished the flashing or gutters of any full sections and left for 5 days with no gutters. They set one gutter below the vinyl housing ground level and I had to dig a trench to get the water to flow down in the pipe. Also this gutter was placed on the wrong side of the house and pipe had to be run an extra 30feet behind my hvac units. I also had told them several times I do not want to paint the wood soffit areas and if they were to place regular soffit or flashing that would be what I wanted. They showed up they said whoever the salesman was told me wrong and they wouldn't cover it with flashing and didn't have soffit, so then I had to spend 8 hours scrapping and painting it all and will continually have to do that now with aging... The HVAC team was quick. They did a great line set and put in the new unit nicely. I was bummed to see the new unit from a 1.5ton to a 2ton did not change the cooling in the upstairs area which is 1k square feet and is staying 82 degrees in the midday when set at 75. I had them send a tech out and they never changed any of the filters on the new unit and told me it was a maintenance issue and billed me $70 after a week of the new unit... sadly I did research and with this one room being over 100square feet it needs 2 vents and they didn't quote me at the initial setup to put it in. After 2 more weeks of calling to set them up I have not heard back from them as they want to charge $450 for the new vent which is reasonable price. The roof is great. The job was outsourced to I think B & J/M roofing and they finished the tear off and installation in 1 day and finished the chimney flashing on the next. The shutter team did a good job with putting up the shutters which I bought from Lowes. The window is an issue as they claim the wall is bowed and it has caused the installation to be bowed. They measured the window wrong and it came in 1.5inches too wide and tall. When they finished the job I could visually tell something was off and after buying an 8 foot level I checked the internal walls and they were flush while the window is bowed. The manager claims they didn't do any framing, while I saw them take out a 2x4 and place in a 3/4 board. I feel that this company has quite a few areas to work on with communication and documentation. The sales and quote team are not the same ones who come to do the job. You call in and they send a message for that department to call you back instead of transferring you there. The manager isn't the same manager for each job. They do not send email confirmation before or after jobs and rely on text messages and paper contracts. I was told I complained too much today and wasn't satisfied but when you send 30k with a company you want it done right. I had the manager come out after I came back from vacation and it was 1 week and the gutters were not finished and that the window was bowed. Their motto was if it wasn't on the order form then it wasn't going to be done. Sadly the large window needs costume screens as well that don't come with the order and no one told me at the quote or before the job I needed to order screens. The managers name is KK and I apologize to any of you that has to deal with her. It has been 3 months and they have yet to even sign me up for their $7 service program.

• J

  Jessica Turnbill

  2.0

  We called to have a new toilet installed. I had bought the toilet and parts already.. The company kept not coming the first day they were behind so the rescheduled for the next day between 1 to 6. 6:30 they finally called and I had to rescheduled because my kids were going to bed soon. I was told I would be 1st call 8am the next day. 10am and nothing heard. I called and they said the person had taken us off the schedule. Finally they show up the 3rd day at around noon. Firstly they had told me there was no set pricing. The guy finally told us is was going to be 345 dollars to install the toilet. We did have a choice to say no but that this point in time we were 5 days without our main toilet and 3 of those days were due to Hep. The man was nice but that is way too much for a toilet installation and he said it was the standard price when the office had said there was none. Very unhappy with scheduling services and pricing.

• N

  Nicole

  5.0

  We needed an estimate for a toilet repair and Brett Nicely came out to assist. He was courteous and helpful. Excellent service and would recommend to others.

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  Response from the owner

  Hey, Nicole! We’re pleased to know that your experience with us was a good one! We're so happy Brett was able to take care of your issues! Thank you for entrusting us with the care of your home, and for your 5-star review. We hope you won't hesitate to contact us again and let us know how we can serve you in the future! Thank you again. -HEP INC

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