This whole issue came about when i brought in a different HVAC company to service my furnace. I did not go with Epic initially as they had left a mess when they were last out here to run new ducting for a new shower extraction fan. When they did the quote and install we had stated that although there was not a shower where the fan was currently located, there was going to be one shortly as we were remodeling. Every other company had bid out hard line ductwork so i didn't really read through the line items for the quote Epic gave and did not realize that although they were close in price, Epic had subbed in flexible ducting.
I was at work during the install, so by the time I saw things the flexible tubing was already up and done. I assumed that they knew what they were doing and that although the install did not look very good it would be fine for what we were using it for. They left a mess in the basement despite saying they would clean it up, and said they would schedule an inspector to come out which they never did.
So we had this other HVAC company out now (about 8 months after the initial install by Epic) and they pointed out that the insulated flex ducting they used was not only sagging and collapsing but that although it is ok for moisture work, was known to collapse within 10 to 15 years for our use case. They also pointed out that Epic had the duct work just resting on electrical lines which is not really something you are supposed to do.
I called Epic to see if we could get things resolved a bit better. The first person i spoke with (I am kicking myself for not writing names down, I think it was a Stephanie,) asked for pictures of the install and agreed that it was not up to their standards. I explained the situation that I did not know what to look for to tell that it was not a good install and asked if we could have someone out to take a look. She agreed and said that she would schedule a tech to come out and that it looked like they had a trainee accompanying their tech at the time of the original install which likely accounted for the not great work as their main guy was doing a different fan in the attic. (For the record that install seems to be working great, props where props are due.) She stated that she would be sending some people out and would be calling me back to setup a time.
Later that day I got a call from a different person (again, not sure what her name was) who needed me to explain the entire situation again. I was a bit annoyed, but I get it, notes don't always make it through. She again said that the install was not great and that she would be sending both a tech and the owner of the company out to take a look at things and we set a time.
Roughly 10 minutes later in the day I got a call from the owner of the company. He did not know why we were speaking and needed me to explain things a third time. He said that he would not be coming out despite what the other person just said and that they would not be sending a tech out but that he would have one of his people call me in the next week. He also stated that he "Appreciated the opportunity to fix the situation because learning form mistakes is the only way we get better."
The next week I got a call from a Cody who had incorrect information so I had to explain the issue for the fourth time. I sent the pictures of the install and he said that it was pinched and sagging and that if I REALLY WANTED he could have someone out to straighten it but that they weren't responsible for what their work did after 8 months. He also seemed to be implying that I was stupid for listening to a different company. Once he started talking about how the install has been fine for 8 months and that I should have been able to tell if there was a problem sooner I got fed up and told him that I was done with the conversation. I tried to call the owner to talk but he stopped answering my calls and would not respond to messages.
They fulfilled the exact letter of the service contract, but have 0 customer service.
Jared Browne (Browne Family)
-
June 10, 2024
I needed electrical outlets breakers installed for a new computer room we are starting as well as 3 outlets for bidets near toilets.
They came out and did an estimate and started that same day, I couldn't be happier! They worked very hard and did top quality work, I even signed up for their monthly VIP club to get the top service.
My AC also went out and they sent a guy out the next day and had it up and running within a couple hours and made sure the settings on my EcoBee were correct as well.
Customer service couldn't be better! They just called me this morning to tell me that I'll be expecting a call from inspectors and it usually comes up as "unknown caller" on caller ID and to just be aware of that.
If you notice in the photos they either put a wall plate over a hole or put the original wall back in. They discussed this would be the case before ever starting the project. Very happy customer!
Joseph Burton
-
February 24, 2024
On 01/12/2023 Epic Heating and cooling flooded our basement during our home remodel. No apologies or compensation offered by the company. Finally a year later we have our home back and would never recommend Epic fail to anyone. The inspector that Epic did not have inspect the work until seven months had passed failed nearly all aspects of the work. The dishwasher and garbage disposal were not properly grounded and the GFI plugs were all the wrong ones and not in compliance. Filed a complaint with the BBB and no response from Epic a month after filing the complaint. Small claims court will be next. If you want to have two weeks of 17 fans and three dehumidifiers running in your house, while the entire upstairs of the house was already being remodeled, then Epic fail is your company of choice. No apologies or communication, compensation or even a phone call from the owner would have been appreciated. Nothing but silence.
Judy Heimer
-
February 20, 2025
We have used Epic Electric many times over the last few years and they have always done a great job.
We called them recently to replace 5 hard-wired smoke detectors in our home, that we knew were 10 years old. (2 of which, were also Carbon Monoxide detectors). I knew our hard-wired units needed replacing and the technician checked the dates on them and agreed. He did not have units with him even though I had sent pictures when making the appointment and stated we wanted our hard-wired units replaced. The technician did NOT give me an estimate prior to leaving to purchase 5 units from Home Depot. When he returned, I asked for an estimate. To my surprise, it was going to cost $672 just to purchase/install 5 units that ended up NOT being hard-wired in...they were portable units, which I did NOT find out until he COMPLETED the work, and I was asking questions. I realize electrical work is costly, but REALLY?
I felt this technician must be new because his communication was lacking, to say the least! When I asked why he installed portable units instead of hard-wired, he said he had talked to his boss and they decided these would be the best units for us, since we were having issues with chirping, etc. That would have been nice to know, prior to him installing them. We could have installed 3 portable ones ourselves. The other 2 units were on very high ceilings. My estimate shows that whether hard-wired or not, it is the same charge. We also needed 2 switches moved around, which was $129...so our total with service call and tax was $969.21. GULP!!
We will probably use Epic in the future, but I will ask more questions upfront. My recommendation to others is make sure you know exactly what you are getting before paying them. This is unfortunate and I believe unusual for EPIC. All in all, the work was fine but left a sore spot.
Summer Moffitt
-
December 09, 2024
Everyone at epic, from the staff who answered our initial phone call and handled scheduling to the technicians who came to our home, was incredibly helpful and respectful! We had our ducts cleaned along with our dryer vent blown out. The technicians respected our home by wearing shoe covers, were polite, and communicated with us. They explained the necessary steps/actions they were taking and also shared information about our options moving forward.
I would definitely recommend Epic!
This whole issue came about when i brought in a different HVAC company to service my furnace. I did not go with Epic initially as they had left a mess when they were last out here to run new ducting for a new shower extraction fan. When they did the quote and install we had stated that although there was not a shower where the fan was currently located, there was going to be one shortly as we were remodeling. Every other company had bid out hard line ductwork so i didn't really read through the line items for the quote Epic gave and did not realize that although they were close in price, Epic had subbed in flexible ducting. I was at work during the install, so by the time I saw things the flexible tubing was already up and done. I assumed that they knew what they were doing and that although the install did not look very good it would be fine for what we were using it for. They left a mess in the basement despite saying they would clean it up, and said they would schedule an inspector to come out which they never did. So we had this other HVAC company out now (about 8 months after the initial install by Epic) and they pointed out that the insulated flex ducting they used was not only sagging and collapsing but that although it is ok for moisture work, was known to collapse within 10 to 15 years for our use case. They also pointed out that Epic had the duct work just resting on electrical lines which is not really something you are supposed to do. I called Epic to see if we could get things resolved a bit better. The first person i spoke with (I am kicking myself for not writing names down, I think it was a Stephanie,) asked for pictures of the install and agreed that it was not up to their standards. I explained the situation that I did not know what to look for to tell that it was not a good install and asked if we could have someone out to take a look. She agreed and said that she would schedule a tech to come out and that it looked like they had a trainee accompanying their tech at the time of the original install which likely accounted for the not great work as their main guy was doing a different fan in the attic. (For the record that install seems to be working great, props where props are due.) She stated that she would be sending some people out and would be calling me back to setup a time. Later that day I got a call from a different person (again, not sure what her name was) who needed me to explain the entire situation again. I was a bit annoyed, but I get it, notes don't always make it through. She again said that the install was not great and that she would be sending both a tech and the owner of the company out to take a look at things and we set a time. Roughly 10 minutes later in the day I got a call from the owner of the company. He did not know why we were speaking and needed me to explain things a third time. He said that he would not be coming out despite what the other person just said and that they would not be sending a tech out but that he would have one of his people call me in the next week. He also stated that he "Appreciated the opportunity to fix the situation because learning form mistakes is the only way we get better." The next week I got a call from a Cody who had incorrect information so I had to explain the issue for the fourth time. I sent the pictures of the install and he said that it was pinched and sagging and that if I REALLY WANTED he could have someone out to straighten it but that they weren't responsible for what their work did after 8 months. He also seemed to be implying that I was stupid for listening to a different company. Once he started talking about how the install has been fine for 8 months and that I should have been able to tell if there was a problem sooner I got fed up and told him that I was done with the conversation. I tried to call the owner to talk but he stopped answering my calls and would not respond to messages. They fulfilled the exact letter of the service contract, but have 0 customer service.
I needed electrical outlets breakers installed for a new computer room we are starting as well as 3 outlets for bidets near toilets. They came out and did an estimate and started that same day, I couldn't be happier! They worked very hard and did top quality work, I even signed up for their monthly VIP club to get the top service. My AC also went out and they sent a guy out the next day and had it up and running within a couple hours and made sure the settings on my EcoBee were correct as well. Customer service couldn't be better! They just called me this morning to tell me that I'll be expecting a call from inspectors and it usually comes up as "unknown caller" on caller ID and to just be aware of that. If you notice in the photos they either put a wall plate over a hole or put the original wall back in. They discussed this would be the case before ever starting the project. Very happy customer!
On 01/12/2023 Epic Heating and cooling flooded our basement during our home remodel. No apologies or compensation offered by the company. Finally a year later we have our home back and would never recommend Epic fail to anyone. The inspector that Epic did not have inspect the work until seven months had passed failed nearly all aspects of the work. The dishwasher and garbage disposal were not properly grounded and the GFI plugs were all the wrong ones and not in compliance. Filed a complaint with the BBB and no response from Epic a month after filing the complaint. Small claims court will be next. If you want to have two weeks of 17 fans and three dehumidifiers running in your house, while the entire upstairs of the house was already being remodeled, then Epic fail is your company of choice. No apologies or communication, compensation or even a phone call from the owner would have been appreciated. Nothing but silence.
We have used Epic Electric many times over the last few years and they have always done a great job. We called them recently to replace 5 hard-wired smoke detectors in our home, that we knew were 10 years old. (2 of which, were also Carbon Monoxide detectors). I knew our hard-wired units needed replacing and the technician checked the dates on them and agreed. He did not have units with him even though I had sent pictures when making the appointment and stated we wanted our hard-wired units replaced. The technician did NOT give me an estimate prior to leaving to purchase 5 units from Home Depot. When he returned, I asked for an estimate. To my surprise, it was going to cost $672 just to purchase/install 5 units that ended up NOT being hard-wired in...they were portable units, which I did NOT find out until he COMPLETED the work, and I was asking questions. I realize electrical work is costly, but REALLY? I felt this technician must be new because his communication was lacking, to say the least! When I asked why he installed portable units instead of hard-wired, he said he had talked to his boss and they decided these would be the best units for us, since we were having issues with chirping, etc. That would have been nice to know, prior to him installing them. We could have installed 3 portable ones ourselves. The other 2 units were on very high ceilings. My estimate shows that whether hard-wired or not, it is the same charge. We also needed 2 switches moved around, which was $129...so our total with service call and tax was $969.21. GULP!! We will probably use Epic in the future, but I will ask more questions upfront. My recommendation to others is make sure you know exactly what you are getting before paying them. This is unfortunate and I believe unusual for EPIC. All in all, the work was fine but left a sore spot.
Everyone at epic, from the staff who answered our initial phone call and handled scheduling to the technicians who came to our home, was incredibly helpful and respectful! We had our ducts cleaned along with our dryer vent blown out. The technicians respected our home by wearing shoe covers, were polite, and communicated with us. They explained the necessary steps/actions they were taking and also shared information about our options moving forward. I would definitely recommend Epic!