HEP is on the way
Plumber · Cleveland, TN · Open 24 hours per Google listing
Our verdict
4.9★ across 1,808 reviews with 89% positive sentiment; fast dispatch praised in 6 of 100 analyzed, but 10 of 100 are 1-star with complaints including AI phone screening and billing disputes.
Scores are our editorial reading of published customer reviews — not a verification, license check, or guarantee.
Ranked #9 of 15 plumbers we've reviewed in Cleveland, TN · compare all →
Our opinion, based on the 100 reviews we analyzed from Google, Yelp and BBB · Analysis updated Jun 2026 · How we decide ↗
Lists 24-hour service on its Google profile — and reviewers describe after-hours calls.
What reviewers praise
Same-day and short-notice dispatch cited in 4 of 100 reviews (themeCounts.fast_response=6), with technicians arriving within hours even during cold snaps.
1 cited review
“Jacob Newman and Doug Hurst came on short notice, quickly diagnosed the issue with my heating unit during a cold snap, and had it fixed before it got dark. They were patient and thorough and had great attention to detail.”
Cited in 2 of the 100 reviews we analyzed — 1 cited review not excerpted here.
Strong workmanship signal: themeCounts.workmanship=18 across 100 reviews, covering HVAC and plumbing jobs across diverse service calls.
1 cited review
“Jacob Newman and Doug Hurst came on short notice, quickly diagnosed the issue with my heating unit during a cold snap, and had it fixed before it got dark. They were patient and thorough and had great attention to detail.”
Cited in 2 of the 100 reviews we analyzed — 1 cited review not excerpted here.
What reviewers report — the concerns
Other directories bury these. We think you should read them before you call. Every concern below comes from the reviews it cites.
Red flag
Negative Yelp reviews allege being told service would be provided, then informed the company was not licensed in the customer's area — after a full day of waiting (review_id: yNsYfcgn9glfTWXvnGXT).
Cited in 1 of the 100 reviews we analyzed.
Red flag
Elderly customer reportedly charged $355 with no work completed on a clogged drain; tech stopped after 5 minutes and insisted all pipes needed replacement.
“DO NOT USE THIS COMPANY FOR ANYTHING !They are Horrible! They will rip you off. MY 89 year old Dad paid $ 355.00 for nothing . Drain was clogged and they quit working on it after five minutes and said it needed all the pipes replaced.”
Billing and refund complaints on 1-star reviews: one reviewer paid $6,800 and waited 2+ weeks for a refund after cancellation; itemized receipts reportedly not provided.
“They called on Monday and said it would be the next week. I canceled the service. I had given him the check the night before for 6800.00 for half the cost of air conditioner. They cashed the check on Tuesday. Then they told me it would be 2 weeks for a refund.”
1 more cited review
“DO NOT USE THIS COMPANY FOR ANYTHING !They are Horrible! They will rip you off. MY 89 year old Dad paid $ 355.00 for nothing . Drain was clogged and they quit working on it after five minutes and said it needed all the pipes replaced.”
AI phone screening flagged by at least one reviewer as deceptive — operator identified as AI after repeated scripted responses.
“Instantly recognized the Operator as poorly run AI... repeated her opening twice, and when I asked "are you AI" there was a long pause... then a canned "ha ha...that is the first time i have heard such a thing"”
Keep it in proportion: these concerns are cited in 4 of the 100 reviews we analyzed. Most reviewers report positive experiences — see the full rating picture below.
The evidence — in reviewers' own words
Critical
“Called them on Sat Oct 26th 2024 for sewer backing up in house. They charged me 300.00 to run a camera and said I needed my tank pumped. Said they could come out on Mon the 28th and do it. Called Monday to confirm and after 2 hrs and 3 phone calls later they tell me they are not licensed in my area to pump tanks. Wasted a day waiting on them. Missed a day at work and can't get Noone out today. Very …”
“I've used this company multiple times and have spent over 20k with miltiple plumbing services. Found out the filtration system i bought in January was the wrong one, and we were told we needed and purchased. Sold a system that doesn't fix our water issues and wasnt what we agreed on. 6 months, 4 service visits with 3 of them having every element in my water heater being replaced because they were already …”
“I am extremely disappointed with HEP Inc. We originally had a service plumber, Charles Roberts, come out to assess our water pressure issues. He gave us an exact quote of $1,195 for parts, labor, and maintenance. We trusted this estimate, waited three days, and paid the 50% down payment as requested. Today, a week later, a different plumber named Pete arrived to do the work. Within minutes, he informed us it would …”
Positive
“We were completely grateful for Travis! He was so informative and helpful in every single way possible. He was one of the best plumbers I have ever dealt with! He took time to talk to us and make us understand everything. Highly suggest and recommend him!! Very very pleased!”
“Amanda came to our house quickly. She was extremely personable, efficient, and informative. She knew exactly what needed to happen and helped us understand what to look for in case we have future leaks.”
Quotes are reproduced verbatim from public reviews on the platforms shown; we select which to feature, and selection reflects our editorial judgment. Report a quote that doesn't match its source ↗
The rating picture
Our sample skews heavily toward critical reviews — it disagrees with the Google average shown above.
Newest review in our sample: Feb 2026.
Across platforms
Google 4.9★ (1,808 reviews) vs Yelp 1-star complaints on billing, AI phone screening, and licensing failures. Yelp negatives are concentrated and specific — discrepancy noted.
Should you hire HEP is on the way?
Hire if
- You need high-quality work that holds up over time
- You need fast same-day or after-hours response
Think twice if
- You want detailed upfront explanations
- You need rock-bottom prices with zero flexibility on the quote
- You need airtight scheduling and guaranteed arrival times
Look elsewhere if
- You're highly price-sensitive
Advice derived from the review analysis above — how we decide.
Own HEP is on the way?
You can respond to our analysis, correct business facts, or dispute the accuracy of a quoted review. Responses that check out get published on this page, and factual errors get corrected — see our corrections policy. We don't remove accurate quotes, but we'll re-run your assessment as your reviews change.
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