ComplaintsforTom Drexler Plumbing, Heating, Cooling and Electric

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of 2023, we had a leak from meter into house. Tom Drexler gqoted us 6,000. I was not home. Husband told them to go ahead. Although they fixed the leak, they absolutely ruined our yard. We complained and told us to hire a landscaper for probably 2400. We were told rain would take care of the huge clumps. My husband and I called several times. We were told they'd work on it, then call back and said they wouldn't. My husband tired of it and wrote the governors. Within a few days they contacted Tom Drwxler with our complaint. **** from that office called. Said some dirt was coming and they would do what they could. They came one day, not even bothering to tell us they were there and they left the same day. They fixed what the dirt delivered. And they stopped halfway. They never came back. We have called and left messages and calls are never returned. Half our back yard isn't walkable. We are senior citizens and I've already fallen twice with our garbage can. We all can probably agree with many others that we paid way too much. My husband is 86, looked them up and assumed they were a reputable business. Never in our experience with businesses is that they cleaned up their mess before they left. This company on purpose will state you need to pay someone else to clean up their mess. We are not after money or to harm their company. We just want our yard fixed. The guy who mows our yard will not use his mower on the clumpy, pitfilled yard. Thank you for your time. Tom Drexler **** **** **** ************* **

  

  Business response

  04/18/2024

  Thank you for the valuable feedback. Our company performed an extensive water re-piping service for the customer that required us to dig up the yard to properly replace pipe in certain areas underground. We try to set the expectation that after this service the yard can take up to a year or more before it will look like before. We let the customer know that the yard will need time to settle and additional attention from the homeowner to restore to original condition. We do not offer landscaping, however we will follow up, after a few months, if the weather permits to add dirt or more straw as needed. Unfortunately, we need a couple of days of good dry weather before we can return to the property otherwise, we end up doing more damage; this can prove to be harder in certain months of the year. While this kind of work can be an eye sore, we want to provide the best quality service to the customer. Upon receiving the complaint management has reached out to the customer and we have visited the property and made some necessary changes to the yard.  

  Customer response

  04/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** * *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  03/18/2024

  Thank you for bringing this concern to our attention. *** ******** ********* **** is designed for our members to have those specific inspections and preventative maintenance services you mentioned done throughout the year. Our Customer Service Department attempts to reach out to each member to get them scheduled for those appointments; however sometimes we don’t successfully reach everyone due to certain call blockers.  Upon receipt of this complaint, we tried to get in contact with the customer and have not been successful. We suggest that the customer add our telephone number to his contacts so that we can successfully reach him for appointments and call heads. We also encourage the customer to reach out to us so that we can get them on the schedule for the services promised as part of our plan.  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tom Drexler came and changed out my faucet as well as a PVC pipe that would cost no more than $5 at **** *****. They charged me $665 for doing that. It was a non emergency small problem that they overcharged! I had no explanation or receipt from them. When I called to get a receipt and express the fact that I was overcharged they sent me a receipt with no details or explanations of what they did. It was just a piece of paper with their information as well as mine and the total cost I paid. I believe they completely just took advantage of us and because we live in a nice home and neighborhood they thought they could overcharge us. Also, without asking they got rid of my parts, as well as the box with the new faucet that I purchased from ****** and disposed of it. I spoke to a manager and they said there was nothing they could do to adjust anything. I would be willing to post or show you the receipt that was emailed without any explanation of the charges. Please help us with this problem if at all possible. I don’t want others to have this same experience. When you call their automated system talks about how they want you to be highly satisfied. They clearly do not care!

  

  Business response

  02/19/2024

  Thank you for your feedback. Our technicians did go to service the customer’s home, and provided an estimate of $655.00, for the removal and install of a kitchen sink faucet and kitchen sink drain repair; that was signed before the work was completed. We do apologize if the technician was not upfront about the cleaning up after the service. For best practices, we do encourage our technicians to clean up and discard any old parts or old fixtures. Upon speaking to the customer, a signed, detailed itemized invoice was sent to the customer that detailed the services and prices. The management has reached out to this customer and unfortunately, we could not reach an agreement that both parties agreed to.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had called the company to have them see what the issue was for an electrical problem involving my light in my bathroom the switch was not working to turn on the light. The service guy was super nice. I explained to him I wanted to get a quote for a light fixture change and seeing what’s wrong with my light at the moment. The guy advised me of a few numbers which 245 was the amount I neeeded to pay for service today for fixing my light and he said he could come back after I receive my light fixture to replace the current. I thought the 245 was for everything today and the additional was going to need to be paid after my light fixture was changed making it around 300$ total. That was not the case the service tech was at my house for two seconds to fix a loose switch which I honestly could have done myself or paid someone else to do it for cheaper or free. There was no electrician issue no invasive procedure that needed to be done….. I looked at the estimate and it stated 292 additional for the light fixture to be replaced….. I called the company and expressed my regret and suprise at the cost and they offered me 45 off the light fixture replacement. Which at that point made me feel like they waxed me and was like well we can help but we’re still gonna wax you price wise…..I work with the same people over and over again if they provide me with good service and prices as well as recommend companies to my clients and place of business. This company I will never recommend or use again. If they offered half off for my light fixture replacement I wouldn’t be writing this an still would have done business but only 45$ off was a slap in the face.

  

  Business response

  01/18/2024

  We are sorry about the stress and confusion that this situation has caused you. Our up front pricing is intended to relieve the stress from these situations so that customers know with certainty how much the work will cost before it is performed. Our technicians try to create multiple estimates up front to allow the customer the option that fits their budget best, and will not collect payment until after the work is completed. It seems that the technician was not clear about the differences between the estimates presented to you, and so again we sincerely apologize. We are currently working with the customer on the pricing of the fixture installation as compensation for this issue.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In booking Tom Drexler I specifically asked if they could service my **** Doorbell. They said they do service **** doorbells. When service person arrived he said specifically that they do not service **** doorbells. However, the service person presented me with a service call bill for $89. I paid but think my $89 service fee should be returned. Drexler promised over the phone that they could service the **** doorbell but service person arrived to say that they don’t service ****. They should not have promised to do work and then arrived to immediately say they could not do the work they’d booked. I believe they should return my $89 service fee.

  

  Business response

  12/28/2023

  
  The customer’s complaint is that we told them that we could service the **** Doorbell and once the technician arrived said that he could not work on the system.  We do apologize for the misunderstanding and that we could not service the **** Doorbell, we were under the assumption that the customer needed wi**** for the system. Unfortunately, we only service installation or wi**** for appliances; we do not service the camera system. We have contacted the customer and we have reached a resolution we believe is acceptable by the consumer.  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Tom drexler out to my house. Come to find out not all of their technicians are licensed in the state of Kentucky. Pretty sure that is a requirement but I’m assuming they get away with it due to being so involved with Louisville the city and the university of Louisville. Beware using a company that will send unlicensed technicians to your home

  

  Business response

  12/06/2023

  The customer claims that we have unlicensed technicians. Tom Drexler provides services in Plumbing, Electric, and HVAC. The customer did not specify which department he references and we are unable to reach him. We will assume that the customer is referencing our HVAC department because all of our technicians who are journeyman and above in electric and plumbing are licensed in Kentucky.
  
  In our HVAC Service staff, about a quarter of the technicians are not licensed in the state of Kentucky. Those technicians are reserved for our customers in Southern Indiana and performing routine maintenance, which does not require a journeyman's license in the state of Kentucky. They are however EPA licensed so that they can check refrigerant readings and appropriately diagnose any issues.

  Many of our drain technicians are also not licensed plumbers. Kentucky does not require a license for drain cleaning and fixture installation, such as a faucet.

  We hope this clears up any confusion and are looking forward to your continued business.
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We called Tom Drexler to come unclog our kitchen drain on 11/15. They did not come that day and made us reschedule for the next day, 11/16. They came out that morning and Tyler, the Drexler employee, attempted to snake our kitchen drain. He said he couldn’t do it because our sink was cast iron. He then went and sat in his truck for a while and called his supervisor. His supervisor then came out and did not attempt to do anything. They told us it would cost $1900 to redo our pipes. We called Tom Drexler because they advertise a $89 “clean any drain” special. We told Tyler to get the heck out of our house. We called a real plumbing company and they came out the next day, snaked our drain in about 20 minutes and without any problem. Our kitchen sink is draining perfectly now. I’m writing this complaint because people need to know that Tom Drexler Plumbing is either completely incompetent or actual criminals trying to steal money from *********** by telling them the problems are worse then they are. I’m irritated that we wasted time with a clogged sink just so they could try to sell us new pipes that we didn’t even need. The real plumbers we called told us that they hear this about Tom Drexler all the time in their work. They are just salesmen who work on commission. Luckily we did not fall for their games.

  

  Business response

  11/20/2023

  Our organization has contacted the customer concerning this complaint. In addition to the circumstances highlighted by the customer, the customer expressed that the technician did not put forward his best effort to unclog his drain. It is our responsibility to set the expectation for what we are capable of doing, and in this scenario we failed to do so. This ultimately would have saved the customer time and money. We are very sorry that the customer had this experience. Management has been notified of this situation and we are resolved to coach our drain technicians on making sure that customers get the best value from our $99 drain clearing. We take all customer feedback seriously and we appreciate the time and effort the customer has provided to bring this to our attention.

  

  Business response

  12/06/2023

  Although we are able to unclog most drains, we were unable to unclog your drain. Many customers are able to have their drains unclogged by taking advantage of our specials. We are very sorry that you could not be one of those customers. We try diligently to serve our customers and make sure that our customers get the best experience and value from our services. We aspire to meet the needs of our customers by thoroughly exhausting all options before recommending an intensive repair, because  our opinion is that the best relationships are built on integrity and hard work. You seem to feel that we did not deliver these values in our visit, and for that again I apologize. They should be modeled in every interaction. In the future we will attempt to be more transparent about the capability we have to perform work, and to be "more upfront with our services" as you put it. We are glad that you were able to get your drain unclogged, even if it was with a different plumber. We are confident that if you continue to explore the services we offer, that you would find a more positive experience. We want to offer the customer a year of our Carefree Maintenance Plan at no cost.

  Customer response

  12/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate the attempt to be more transparent with their service in the future. I think that is vital in a business built on relationships, however, I wish to receive no further service from Tom Drexler. I have no interest in their maintenance plan and will be taking my service elsewhere if anything arises down the road.
  

   I consider this matter closed. I appreciate the company’s willingness to work on being more upfront about what they can offer.   
  Sincerely,
  
  ***** ****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tom Drexler came out to perform some furnace work and install a return vent. The furnace was installed incorrectly and needed to be recalibrated the return vent was also non functional. I continued to ask about the return vent and they claimed they gave it their best effort but can not complete the job. I asked for a refund or even partial refund but they claim that I knew the job may not be successful. Not sure how you can charge for work that was never completed.

  

  Business response

  11/20/2023

  Thank you for bringing this concern to our attention. While we do our best to meet every customer's needs, there are some situations that are beyond our control. We try hard to make sure our customers understand that the work we perform may not resolve all problems before the work is performed. We sincerely apologize for the frustration this has caused you and management has worked with the customer for a fair compromise.

  Customer response

  11/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired drexler to fix underground water leak. After job was completed,we were told they would inform water company. They would come out and inspect work. Then drexler would come back and clean up yard and remove tube left. After several months we contacted water company about inspection. We were told drexler never contacted them. We called drexler and three days later the water company came out. It's been 8 days since then. We have tubes still in our yard. We have gotten several letters from our HOA a out our unsightly front yard. This is unprofessional on drexler's part. We feel some type of compensation is due. Also some type of landscaping needs to be done. Thanks the ******* family.

  

  Business response

  10/23/2023

  In response to the first complaint, we believe the customer contacted the Louisville Water Company to follow up on the permit and inspection. The Louisville Water Company does not in fact conduct inspections for the kind of work performed at the customer's residence. That inspection is actually conducted by the Kentucky Department of Housing, Plumbing Inspector Division. We notified this institution of our intent to perform the work on 7/31/2023, which we have a permit showing. It is uncommon, but not unheard of, for the inspector to perform their duty three months from the work performed. It seems that this was the case in this circumstance.

  In regards to the second concern about the piping, unfortunately we were not able to resolve the exposed pipe until the inspection was completed in October. We apologize for the problem this created with the customer's HOA. We have contacted the customer and reached an agreeable resolution to rectify these issues.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a water line leak in my front yard repaired by Tom Drexler in May 2023 They had to rig up my front yard. I have called on several occasions as to when and how will they fix the area that was dug up First I was told the ground has to settle. Ok it has settled and I have holes in the yard now. Today 8 Aug they sent someone out to pour bags of topsoil on the areas. I called the company to explain this is not how to fix this yard. And was told I would get a call back from the manager. I never received a call so once again I called Tom Drexlar. Again was told I would receive a call back today. I never received a call. My yard was a very green perfect yard and need it back to at least no holes and rocks I can’t even mow in the front now. I have pictures of this horrible looking yard

  

  Business response

  08/10/2023

  We have spoken with ***** and apologized, and agreed to send a landscaping company out to fix her yard. We neglected to add that we do not do landscaping on her invoice.

  Customer response

  08/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

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