Hep, Inc.

★★★★☆
3.6667 3
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@June M. I want to take this opportunity to sincerely apologize for the issues you have experienced with HEP, Inc. We have also had the chance to speak on the phone about these problems. The sign of a good company is not one that is mistake free, but one who is seriously concerned in addressing these issues as they arrive. Everything we do at HEP is dedicated to building our business through customer satisfaction, repeat business and positive word of mouth advertising. We take all reviews and feedback with utmost seriousness.
A company is only as good as its employees. Unfortunately from time to time we discover employees who are not up to our standards. We always try to work with these employees to coach, train and improve their performance. In some instances, it is just not a good fit. That was the case with this employee. He is no longer with our company.
As far as your conversation with our receptionist, we once again apologize for your experience. We have utilized your feedback as a training tool for our office staff and the team has undergone re-training on handling customer issues. It our sincere desire that these issues will not be repeated. Thank you so much for business with HEP, Inc. Stephen L, Operations Manager.

5
★★★★★

@June M. I want to take this opportunity to sincerely apologize for the issues you have experienced with HEP, Inc. We have also had the chance to speak on the phone about these problems. The sign of a good company is not one that is mistake free, but one who is seriously concerned in addressing these issues as they arrive. Everything we do at HEP is dedicated to building our business through customer satisfaction, repeat business and positive word of mouth advertising. We take all reviews and feedback with utmost seriousness.
A company is only as good as its employees. Unfortunately from time to time we discover employees who are not up to our standards. We always try to work with these employees to coach, train and improve their performance. In some instances, it is just not a good fit. That was the case with this employee. He is no longer with our company.
As far as your conversation with our receptionist, we once again apologize for your experience. We have utilized your feedback as a training tool for our office staff and the team has undergone re-training on handling customer issues. It our sincere desire that these issues will not be repeated. Thank you so much for business with HEP, Inc. Stephen L, Operations Manager.

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07/20/11 I had it narrowed down to 3 businesses, HEP being the one I favored bcz they have been around a time, are large enough to have enough insurance, workers comp, license, etc., have a good warranty, What they don't have is customer svc. Made appt. for estimate for large res. job; roof, gutters, downspouts, aluminum porch cover. On day of, no show. 4 hrs later, get call from salesman, Steve Phillips. Can he still come out? He had an excuse, so I gave benefit of doubt. He promised estimate by middle of next week, which was last week. Last Thurs., I call and ask for estimate. No one seems to know where Steve is, but "they'll call me back". No word...This past Mon., I call again. Ask if Steve can meet me to go over estimate, look at samples of shingles, and look at aluminum porch cover options. Make appt. for Wed (today) at 6. I drive across town after work, in heavy traffic, and sit on back porch of Dad's house until 6:15. No show. Then I call HEP's office. Am told Steve had an "emergency" and won't be there today, no apology, nothing. When I ask why no one called me, they said he just found out, but a few minutes later she mentioned he took a 1/2 day off....she actually seemed stunned that I was annoyed, very unsympathetic, not rude, just didn't give a crap. She said could she reschedule me, and I said no. Did I just get a poor salesman? Maybe. However, with the laze farre attitude of the receptionist, I think my impression is; large company, steady paycheck, who the crap cares? Let me tell you, before you hire someone, before the work is started, make a few appts with them and see how prompt and hungry for biz they are. HEP appears to have all the biz they need, although I don't see how they get any work with this type of attitude. The bad reviews are correct and check my date, this is current. Oh, and as for the owner's comments below to a negative poster, you can bet your bippy I'll be putting this on as many sites as I can find. WORD...

1
★☆☆☆☆

07/20/11 I had it narrowed down to 3 businesses, HEP being the one I favored bcz they have been around a time, are large enough to have enough insurance, workers comp, license, etc., have a good warranty, What they don't have is customer svc. Made appt. for estimate for large res. job; roof, gutters, downspouts, aluminum porch cover. On day of, no show. 4 hrs later, get call from salesman, Steve Phillips. Can he still come out? He had an excuse, so I gave benefit of doubt. He promised estimate by middle of next week, which was last week. Last Thurs., I call and ask for estimate. No one seems to know where Steve is, but "they'll call me back". No word...This past Mon., I call again. Ask if Steve can meet me to go over estimate, look at samples of shingles, and look at aluminum porch cover options. Make appt. for Wed (today) at 6. I drive across town after work, in heavy traffic, and sit on back porch of Dad's house until 6:15. No show. Then I call HEP's office. Am told Steve had an "emergency" and won't be there today, no apology, nothing. When I ask why no one called me, they said he just found out, but a few minutes later she mentioned he took a 1/2 day off....she actually seemed stunned that I was annoyed, very unsympathetic, not rude, just didn't give a crap. She said could she reschedule me, and I said no. Did I just get a poor salesman? Maybe. However, with the laze farre attitude of the receptionist, I think my impression is; large company, steady paycheck, who the crap cares? Let me tell you, before you hire someone, before the work is started, make a few appts with them and see how prompt and hungry for biz they are. HEP appears to have all the biz they need, although I don't see how they get any work with this type of attitude. The bad reviews are correct and check my date, this is current. Oh, and as for the owner's comments below to a negative poster, you can bet your bippy I'll be putting this on as many sites as I can find. WORD...

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to volsfan67.this is the exact same review i have seen on other places by corporate dog. i will just copy my response to corporate dog since i think you are the same person. To Corporate dog, From Bill Hitchcox, owner of HEP. I am truly sorry that you have had a bad experience with HEP services. Everyone makes an honest mistake, but how it is repaired is what counts. Our commitment to our customers: is that we will make it right. In the last twelve months, we have called upon over 4000 customers and made over 6000 service calls. Some weeks alone, we have had over 200 service calls. Unfortunately, the numbers do catch up with us. While we have made mistakes, one point that I would like to make clear is that we are in fact a Factory Authorized Carrier Dealer, as well as a Trane, Goodman and Amana. To see what other customers are saying about HEP, follow this link to look at the video and written testimonials that we have posted on our website http://www.hepisontheway.com/home/testimonials/testimonials.html . My objective is to make all of our customers as satisfied as those customers. Please call 525-2009 and ask for me. Thanks.

5
★★★★★

to volsfan67.this is the exact same review i have seen on other places by corporate dog. i will just copy my response to corporate dog since i think you are the same person. To Corporate dog, From Bill Hitchcox, owner of HEP. I am truly sorry that you have had a bad experience with HEP services. Everyone makes an honest mistake, but how it is repaired is what counts. Our commitment to our customers: is that we will make it right. In the last twelve months, we have called upon over 4000 customers and made over 6000 service calls. Some weeks alone, we have had over 200 service calls. Unfortunately, the numbers do catch up with us. While we have made mistakes, one point that I would like to make clear is that we are in fact a Factory Authorized Carrier Dealer, as well as a Trane, Goodman and Amana. To see what other customers are saying about HEP, follow this link to look at the video and written testimonials that we have posted on our website http://www.hepisontheway.com/home/testimonials/testimonials.html . My objective is to make all of our customers as satisfied as those customers. Please call 525-2009 and ask for me. Thanks.

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