Complaints

This profile includes complaints for Tom Drexler Plumbing, Heating, Cooling and Electric's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tom Drexler Plumbing, Heating, Cooling and Electric

  3718 Bardstown Rd Louisville, KY 40218-2209

  
• 

  Tom Drexler Plumbing, Air & Electric

  6170 Centre Park Dr West Chester, OH 45069

  
• 

  Tom Drexler Plumbing, Heating, Cooling and Electric

  2916 Ring Rd Elizabethtown, KY 42701-7934

  
• 

  Tom Drexler Plumbing, Heating, Cooling and Electric

  131 Arrowhead Ct Frankfort, KY 40601-7961

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tom Drelars was at my house in 7-15-25, for the 4th time attempting to fix a sink and a leaky hose spigget, the second and third times they were there did not fix the issue. And they told me it would cost 1200$ to get my Plumbing system back to the condition that it was before they initially came out. The spigget that they installed as a repair has caused a pressure problem and now there is some kind of back blast when using said spigget. They allege that it's not there problem and that if we want it fixed then we will have to pay them again for an issue that arose due to thir "repair". I am electrician by trade if I show up at someone house for a "repair" and when i am finished if the electrical system is not in the same state it was before they called me out then I am liable for the repair. This really seems like a up sale tactic that is predatory. Admittedly I became irate with them constantly side stepping my questions, and the fact that today was the 4th time the had been out for the same set of issues.

  

  Business Response

  Date: 07/21/2025

  Thank you for the opportunity to respond to this matter.
  We acknowledge that our technicians visited the customer's
  home on multiple occasions to address concerns related to a sink and exterior
  hose spigot. Our records indicate that all services were performed in good
  faith and in accordance with industry standards and company protocol. We
  respectfully deny the claim that our work caused damage or resulted in a
  pressure or "back blast" issue. The spigot in question was installed
  as a repair based on the condition and information available at the time of
  service. It is important to note that plumbing systems, especially those in
  older homes, can reveal underlying issues unrelated to the immediate repair.
  These are not always visible or diagnosable until a repair is made or
  additional strain is placed on the system.We understand the customer’s
  frustration, especially with multiple visits; however, it is our goal to
  resolve all service issues thoroughly and transparently. We also expect all
  interactions to remain respectful and professional. We remain open to a constructive
  dialogue and to providing a resolution within the boundaries of what is fair,
  justified, and within the scope of our responsibility.

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tom Drexler installed an AC unit at **** **** ** in Brandenburg, Kentucky. The AC unit is not working and hasn’t worked for several weeks now. The homeowner wealthy bear was in the hospital for serious medical conditions she is an elderly lady. Her daughter, ****** **** who has the account in her name with Tom Drexler has made several request for Tom Drexler fix the AC unit before her mother returned home from the hospital. Wealthy bear is now at home and has been home for several days now, but the AC unit is still not working. She requires oxygen and other medical assistant devices to help her. Without AC she is going through severe pain and discomfort due to the extremities of heat on her medical conditions. Tom Drexler is aware of her medical conditions and has failed to react. I personally have called them twice and was disconnected once and the manager did not want to speak to me the second time. I was told that the manager rescheduled anappointment that was made for today to get her some sort of AC unit into our place. This is a serious health issue that is being placedon an elderly lady due to the fact that Tom Drexler has failed to do their obligation to their customer.

  

  Business Response

  Date: 07/22/2025

  
  Thank you for bringing this matter to our attention.
  We take customer concerns seriously, especially when they involve health and
  safety.
  We sincerely apologize for the issues regarding our
  services. We deeply regret any distress or discomfort this situation has
  caused, particularly in light of any serious medical conditions. Our records
  show that service requests have been made, and we understand there have been
  delays in resolving the issue to the customer’s satisfaction. We also
  acknowledge the reported communication challenges and sincerely apologize for
  any dropped calls or unresponsiveness from our team. That is not the level of
  service we aim to provide. We will also follow up directly with *** *** to
  coordinate next steps and ensure she has a direct point of contact moving
  forward. Again, we apologize for the inconvenience and distress caused. The
  well-being of our customers, especially those with medical needs, is of the
  utmost importance to us. We are committed to making this right without further
  delay.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last Monday, a week ago, Tom Drexler sent a technician out to look at my a/c. They checked the furnace, the outside unit. He thought the fuse outside had blown, There is no fuse out there. He went downstairs to look at the fuse box. The circuit breaker had blown. Well he claimed it hurt to touch. He went outside to check the unit. He opened side panel. He opened the top of unit. He claimed the unit was leaking oil. That any parts couldn't be replaced anymore. I know my unit is old, but somehow I didn't believe him. I told him in the beginning I couldn't afford a new unit. But that's what he wanted to sell me for 21,000 or more! What is it made of gold??? I couldn't afford it! I thought I could deter him by running a credit check.. Yeah, they wanted to see if i could get approved for 25,,000 loan. No way! I did get approve for 3900. I told him I was going to get second opinion. He looked disappointed. They make a commision off selling a new unit? I want to know how would they like if someone like themselves tried this with their mother??? No i defintily got a second opinion.

  

  Business Response

  Date: 07/11/2025

  
  Thank you for sharing your
  experience. We're truly sorry to hear that your recent visit with our
  technician left you feeling uncertain and pressured — that’s never the
  experience we want for our customers. We understand how important it is to feel
  fully informed and comfortable, especially when it comes to something as
  significant as replacing an HVAC unit.
  We appreciate you taking the
  time to seek a second opinion — that's a smart and responsible step. While our
  technicians do their best to provide accurate assessments and options, it's
  clear that we may have fallen short in fully addressing your concerns and
  budget limitations.
  However, we cannot offer you
  a refund, our technician did a thorough review of the system and made various recommendations.
  Thank you again for bringing this to our attention. Your feedback helps us grow
  and serve our customers better.

• Initial Complaint

  Date:06/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Nov 2024, Tom Drexler sent a technician to service my mother-in-law's HVAC system, purchased from the company. During the service call, the Tech asked to use her outside water spigot which she granted. This required him to turn on the outside water line from the inside “shut-off valve” – this line, as well as the front access outside water line, are normally kept turned off all year for winterization and both shut-off valves are located in places where she cannot access at her age and mobility.
  
  Fast forward to Feb '25 when Evelyn nearly had a heart attack at 85 opening her water/sewer bill to a $400 BILL! Understand that as a widow living by herself on a fixed income, her water/sewer bill is normally only $35-$70/mo and has not been over $100/mo since before her husband passed in 2022.
  
  My husband and I attempted to help determine the reason for this dramatic difference in the water bill by calling the water company, requesting a leak investigation, as well as doing some internal investigation. As a result, it was determined that the service man had left the inside “shut-off” valve from the internal water line to the outside spigot at the back of her home turned ON, thus “un-winterizing” her home. Both of the inside shut-off valves to the outside spigots remain off from the inside year-round. She cannot even get to them. The shut-off valve to the front outside spigot was still off as we investigated and the shut-off valve to the back outside spigot was turned ON. Evelyn remembered the Tech had asked to use the one in the back when he was at her home in Nov '24. When weather dropped it caused the outside spigot to turn on resulting in the exorbitant use of OVER 2000 GAL OF WATER PER DAY pouring out of the back of her home from Jan 6 through Feb 23 resulting in $1000+ of water/sewer bills through no fault of her’s but the accidental negligence of the Drexler service technician.
  
  ********** ***** ** verified no water line leaks and meter is operating properly.

  Customer Answer

  Date: 06/20/2025

  **** ***** filed this complaint on behalf of ****** *****

  

  Business Response

  Date: 07/02/2025

  Thank you for bringing this
  matter to our attention. We are truly sorry to hear about the difficulties *** ****** experienced with her water bill and the stress it caused. At Tom Drexler
  Plumbing, Heating & Air, we are committed to providing quality service and
  treating all customers — especially seniors — with the utmost care and respect.
  After reviewing our service
  records and speaking with the technician who serviced the HVAC system in
  November 2024, we can confirm that a request was made to use the outdoor spigot
  during the appointment. The technician accessed the shut-off valve to enable
  water flow at the homeowner’s direction in order to complete the necessary
  testing. However, we must respectfully clarify that it is not standard protocol
  for our HVAC technicians to perform winterization or de-winterization services,
  nor was such a service requested, documented, or charged.
  While we sympathize deeply
  with *** ******’s situation and the financial hardship she is facing, we must
  respectfully deny responsibility for the resulting water bill. Based on the
  available evidence and the nature of the service provided, we do not believe
  this issue arose from negligence or error on the part of our technician.
  That said, we appreciate the
  opportunity to hear from our customers and will continue to review our
  processes to ensure clarity and prevent misunderstandings in future service
  calls.

  Customer Answer

  Date: 07/08/2025

  RE:  Tom Drexler Plumbing, Heating, Cooling, Electric
  BBB Complaint ********
  
  To Whom It May Concern,
  
  Thank you for your follow-up. While I do appreciate Tom Drexler Plumbing, Heating, Cooling, Electric admitting that the Technician did indeed request and use the outside water spigot and also understand their position that it is not their responsibility to “winterize” the customer’s home, this error and water consumption result is much more basic in simply returning things to the way it was found initially.
  
  In this situation, *** ****** home was already “winterized” and stays that way year-round. The Drexler technician UN-winterized her home when he requested the use of her outside spigot which required the inside spigot to be turned on thus “un-winterizing” her home.  Therefore, it was indeed his responsibility to return her home back to the winterized state in which he found it requiring the outside spigot to be turned off as well as the inside spigot to be turned back off as well. The water consumption issue was indeed the direct result of the neglect of that inside spigot not being returned to its “OFF” position.
  
  We do not accept the response from Tom Drexler Plumbing, Heating, Cooling, Electric.
  
  If Tom Drexler Plumbing, Heating, Cooling, Electric is truly committed to “treating all customers — especially seniors — with the utmost care and respect” their refusal to make this situation “right” with their widowed, senior customer, *** ***** does not convey that commitment.  
  
  We maintain our request and expect Tom Drexler Plumbing, Heating, Cooling, Electric to fully compensate *** ***** for the negligence of Drexler’s Technician’s oversight resulting in the overage of water consumption during January and February 2025 resulting in her astronomical water bills.
  
  Sincerely,
  
  ******* ***** **************
  ****** ***** ***

  

  Business Response

  Date: 07/21/2025

  Thank you for the opportunity to respond.
  While we understand and acknowledge the concerns expressed on behalf of *** *****, we respectfully deny responsibility for the water overage and associated costs referenced in this complaint. As previously stated, the technician did request access to the exterior spigot for necessary service work, and the customer granted permission. However, it is important to clarify that the technician's use of the spigot was in line with standard industry practices and did not involve altering or compromising the home's winterization system in any permanent or structural way. It is not within the scope of our services — nor is it customary — for technicians to inspect or reset home-specific winterization setups, particularly those that are customer-managed.We regret any inconvenience this situation may have caused *** *****. However, based on the facts and circumstances, we do not accept liability for the water usage or resulting bills. We do remain committed to treating all customers, including seniors, with respect and care, and we are always willing to work with customers to find fair and reasonable solutions within the scope of our responsibility.

  Customer Answer

  Date: 07/28/2025

  July 27, 2025
  
  **** * ******* *****
  *** ****** ****** ********
  **** ***** *****
  *********** **  *****
  
  RE:  Tom Drexler Plumbing, Heating, Cooling, Electric
  BBB Complaint ********
  
  To Whom It May Concern,
  
  Thank you for your follow-up.  
  
  We REJECT the response of Tom Drexler Plumbing, Heating, Cooling and Electric dated 7/22/25.
  
  The response and lack of responsibility from the Tom Drexler company is disappointing at best, bordering on egregious to not offer any financial help to one of their customers when they admittedly un-winterized her home. 
  
  The company knows that *** ***** does not have the money to hire an attorney as she is STILL paying on the water bills from the spring causing financial hardship for her because she lives on a fixed income as an elderly widow.  The amount of money that the Tom Drexler company profited from selling her a new HVAC system far outweighs her water bills which admittedly resulted from their oversight.
  
  It seems we are at an impasse and so our next step is to seek an attorney who may be willing to take on this case pro bono.
  
  Regarding any remaining time left on a service contract that she purchased from you, please issue a prorated (or full for that matter) refund and send check to her address of record.  In addition, terminate the auto-deduct for any future service contract immediately. 
  
  Following the return of prorated funds from the Service Contract - Do not contact *** ***** ever again for any work on her home or on the existing HVAC system she purchased from your company for over $12,000.  Remove her from your email, phone, and any other USPS mail lists. To contact her again will be in violation of her “DO NOT CONTACT” notification and you will be immediately reported to the FTC.
  
  With respect and disappointment,
  
  ******* ****** *** *** ****** *****
  ************

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked for a service call regarding an alarm that was going off on our sewage system. When the worker arrived, I took him to the alarm. He said that we had a bad sewage pump. After installing a new pump, he was leaving. I went downstairs to check and the alarm was still going off as it was the entire time. I ran outside to catch the worker before they left to ask him why the alarm was going off. He responded that he is not an expert in alarms for the external sewage pump and that I would need to call someone else to look at the alarm. I called Tom Drexler’s office immediately and they said they would question the service worker. I did not receive a call back and called to speak to a manager. I had to leave a message. I called again the next day and had to leave a message for the manager a second time. After waiting most of the day with no return call, I called again and spoke with the manager, ********. She indicated there was nothing they could do.
  After speaking with my builder, he said the sewage pump that was replaced should have been completely fine and that we were taken advantage of. Now, we have a call in from the original plumber who built the house to come and check things out. We feel they stole $1500 and took complete advantage of us. There is no proof that the pump the worker replaced was bad. He took it and we don’t have it to show our builder. We still have to spend money for the original problem that was ignored and never addressed.

  

  Business Response

  Date: 05/27/2025

  
  Thank you for your feedback. We
  always strive to provide clear communication and great service, so I’d like to
  clarify a few points; our managers return phone calls 24-48 business hours
  after receiving and reviewing any concerns. Also, our technicians do a proper clean up after each service
  and discard the old parts. We would like to uphold the stance that our
  technician explained and presented the correct estimates, and performed the correct
  work as needed. We have reached out to the customer and attempted to send a
  different technician to verify the work and give any other estimates for
  further work, we encourage the customer to call into our office to set the appointment.
   

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August, Drexler came to replace pipes in our 1st floor bathroom. They cut an access panel through an adjoining closet to replace the pipes in the wall and then route them down to the basement. When the work was complete they for some reason routed the pipes that adjoin to the bathroom sink different than it was configured but did not have the bronze pipes that we have (this was not supposed to be replaced in the scope of work). It was not put together correctly and leaked. They came back the next day and put a white pvc pipe in that does not match the original fixtures and Tony, the plumber got into an argument with me over it. 9 months we dealt with CS, the pipes being on back order and then they ordered the incorrect size. They finally fixed it this month but refuse to rebate any of the work, despite this being their mistake that cost us several days of taking off work for them to come out and their CS agent telling me she was working on it (she left the week the pipe was replaced and the current CS agent refused to honor her promised rebate). Their work and their customer service is severely lacking and i would not do business with them again.

  

  Business Response

  Date: 05/13/2025

  We appreciate the opportunity to provide these services at your home. We do apologize on behalf of our company about these issues. Unfortunately, sometimes parts take a while to come in, we do our best to get the customers on the schedule the same day parts arrive to fix the issues up to the standards of the customer.  At this time, we will not be able to offer any compensation, as we feel we have performed the services at the agreed amount. 

  Customer Answer

  Date: 05/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The part should never have needed to be ordered as this issue was a mistake on your part. Additionally,  this was not what the original CS agent indicated via phone conversations.  I disagree that your business has done a satisfactory customer service job on this point. 

  
  Sincerely,
  
  
  
  ***** ******-****

  

  Business Response

  Date: 05/19/2025

  
  We apologize
  for the recent issues and the misunderstanding on behalf of the Customer
  Service team. However, we have worked through the possible options and have
  replaced the original part with the more esthetically pleasing part. Your
  feedback is valuable to us, and we will use it to continue improving our
  service. Thank you again for giving us the chance to make things right.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/16/24 at 11:00am my home was gushing water. It was from a job that Tom Drexler had improperly fixed. After getting the water turned off I called them and they sent **** out to stop the water at 4:21pm. The water had flowed for 5 hours at 300 gallons an hour before I was able to shut it off.
  Tom Drexler then sent another company (Metro Restoration Services) out to look at the damage and begin construction on September 17, 2024. Metro pulled out the wet insulation, damaged floors, walls, cabinets, and a number of things from under the house. They also brought in machines to help dry out my home. The machines ran until September 23, 2024, *** from Metro came to pick up the equipment. The house has been sitting since that day. Because of the damage and deconstruction the house is not livable.
  After no communication from Tom Drexler I involved my homeowners insurance. My insurance had a separate company come out (Servpro). I received the estimate from Servpro of roughly $15,000 on December 19th, 2024. When **** from Servpro arrived at the house, it was still reading wet in places. Because of this, mold has grown in the home and I am unable to enter it. My insurance will not cover anything since Tom Drexler is admitting fault.
  I had to hire an attorney as Drexler was only willing to cover the $13,000 Metro quoted them. They will not cover the mold removal nor will they replace any of my belongs or my child’s belongings that were lost to the flooding and to the mold. Unfortunately the legal battle will be more than repairing the damage. I will have to pay out of pocket for anything more than $13,000. Servpro quoted roughly $20,000 for the repair and mold removal. Not to mention the thousands I will have to spend in replacing mine and my child’s furniture, clothing, and other essentials.
  While my insurance did give my child and I a hotel for a week, Tom Drexler has not offered housing. My child and I are still staying with a neighbor and we are still without a home.

  

  Business Response

  Date: 05/12/2025

  We appreciate
  the opportunity to provide these services at your home. We do apologize on
  behalf of our company about these issues. The severity of the issues has led us
  to send this to our third-party insurance company; we ask that you contact them
  with any questions or concerns about this claim. 

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called either Tuesday or Wednesday and got an appointment set up for this past Saturday, April 26th. I was specific when I said I felt like my unit was out of refrigerant even though I had just gotten it charged back in May of 2023. I was CLEAR about that to the person I booked the appointment with.
  
  Saturday came and the technician that came out was only here for maybe 20 minutes, 30 minutes tops. He did NOT remove the cover for my system located in my laundry room and did not use anything to check the system on the side of my house.
  
  He came back inside the house after only taking a picture of the system and told me that my coils and my compressor was bad. He was adamant on saying the system has strictly been using the back up heating system and that we were completely out of refrigerant. But he also informed us that since we had gotten refrigerant back in 2023, that we could NOT get it again. He quoted us a price of almost 8K and told us since the system also has a leak, we would be better off replacing the whole system which would be roughly $12K and pushed us to run our credit to try and get a new system, which news flash, due to the finance charge, instead of $12K, it would have been $22K.
  
  We got a second opinion and thank goodness we did! It was the capacitor and a small valve that needed to be replaced. A $400 dollar fix, which blows my mind that Drexler didn’t even fix the leak location in 2023 because it was just a small valve that screwed onto the base outside!
  
  I had taken a HARD inquiry on my credit, was LIED to and quoted an outrageous bill and am stuck on a plan which I don’t want to be on because this company is full of crooks! This is thoroughly ridiculous because I lost refrigerant due to Tom Drexler lacking knowledge to detect a SIMPLE leak, my credit took a hit due to a lie, and I am out money.
  
  Thanks to a different company, my system is running perfectly fine for a FRACTION of the cost Drexler was trying to get!

  

  Business Response

  Date: 05/08/2025

  Thank you for your feedback. Our
  company would like to uphold the stance that our technician explained and
  presented the correct estimates as needed. Upon receiving this feedback about
  the work, we have reached out to the customer. We hope that our offer of the
  Carefree Maintenance Plan (CMP) will help us repair this situation with the
  customer going forward.

• Initial Complaint

  Date:04/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a VIP Carefree Maintenance plan with this company, Tom Drexler Plumbing. We pay $16.50 a month for this. We called in March to schedule an appointment to check our air conditioning for the upcoming season. We had an air-conditioning Maintenance appointment scheduled on April 7. After waiting all day they called and said since it was not 60 degrees outside they would not be coming and rescheduled for today April 21. Now they are telling us they will not make it today because they had other emergencies even though we had an appointment for the second time. They said we could make another appointment but it was a possibility that even though we have a VIP plan they could cancel again. This is not fair to us to be made to reschedule again because we pay for the VIP Maintenance Plan each month. Moreover, the company advertises it has an Aplus rating by the BBB. Thank you.

  

  Business Response

  Date: 04/29/2025

  We appreciate
  the opportunity to provide these services at your home. We do apologize on
  behalf of our company about the rescheduling issues. Upon receiving this
  feedback about the work, we have scheduled a technician to come perform the maintenance
  tune up on the customers system. Currently, we are confident that we have
  reached an agreement that is fair to both parties. 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have stopped up drain and called Tom Drexler my grand daughter was in charge because I’m 85 years old she told them to check it out but don’t do anything until contact her and discuss but they disregard that and broke my pipe now want to charge me 1,400.00. They are crooks want to advertise 99.00 drain flog then break pipe to charge more money. I hear they do that on all their services they offer it Shame they take advantage of senior citizens

  

  Business Response

  Date: 04/07/2025

  Thank you for
  your feedback. The $99 drain special that is advertise does have certain
  stipulations, that the customer service representatives and technicians go over
  with the customer. Our company also offers an upfront pricing guarantee. The
  technicians provide 1 to 3 estimates before doing any work, so that the
  customers have different options to choose from.  We
  hope that the customer can re consider our offers’ so that we can help us
  repair this situation with the customer going forward.
  

  Customer Answer

  Date: 04/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They did not give 3 estimates and was not to touch anything until talked to ****** and then Salesman ****** hung up on ****** and wouldn’t answer calls from my son who works there!   That tells me they not honest just crooks never deal with again 
  
  Sincerely,
  
  
  
  *** ****** ****