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: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,
  
  *** ****** **** 

• Initial Complaint

  Date:03/24/2025

  Type:Product 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 mid December 2024 I paid Tom Drexler Plumbing & Heating $24,000 to install a new furnace and heat pump in my home. The work order included capping an open sewer pipe in the basement, running the drain line from the dehumidifier to the sump pump basin, install air vents in the utility room so it was up to code and a few other things. When the workers left, the did not complete the work on the work order. They did come back 6 weeks later and install the static vent so that it would pass the code inspection. But they never ran the dehumidifier line from the dehumidifier to the sump pump drain across the hall way. I wanted to be refunded for the work not done, but I did not have an itemized receipt so I requested a service call and paid them $104 to quote the work not done. They quoted me $1,383.88 to run the drain line. Now that I had a value to assign to the work from Tom Drexler Plumbing & Heating I could make a more clear request to them on what I was asking for. I spoke to **** in customer service, explained I wanted a refund of $1,383.88 for the work not done that I paid for up front. He said I would get a check for the difference. It has now been 3 months. And I have been told they can not refund me because they have no record of the value of the services. They do concede that the work was not done, but because there is no line item separate on my invoice, they can refund me no money. Regardless, I have a pill I have paid in full before the work was completed, and now the work is not completed. I need to get a refund of $1,383.88 as that is what Tom Drexler valued the work not completed to be in estimate #********** on December 26th.

  

  Business Response

  Date: 04/02/2025

  
  Upon receiving the response, our company has reached out to the customer to resolve the concerns. We maintain that our technicians followed our protocols, as well as serviced the customer to the best of their ability.  We have contacted the customer since receiving this feedback and are confident that we have come to an agreement that is fair to both parties.  

• Initial Complaint

  Date:02/27/2025

  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.

  We contacted Tom Drexler plumbing to unclog our kitchen sink. They came out Monday, Feb 24. The tech augered the drain with the wrong auger and caused a leak in our pipes. He said he replaced the pipe and stopped the leak. He also said he unclogged the sink. However, after he left, I washed my hands in the sink and the sink backed up. I contacted them...it had only been 15 minutes and they said they couldn't get anyone out until the next day. At this point, water was puddling on my floor. I contacted them again and told them my pipes were leaking in addition. They again said no one could come out until the next day. The next day, we had to call multiple times. We were told a tech was coming with a camera to find out where the leak is. No one showed up until after 5pm. The tech who arrived did NOT have a camera and he said he was just there to unclog a drain. He got mad and informed us that he isn't a plumber and he can't do anything. He left and did absolutely nothing. We again called and were told that no one could come until the next day.. Wednesday. At this point, my kitchen floor has water damage as well as my cabinets from the leak they caused. We were told they would take care of it and to send pictures. We did. On Wednesday, we had to call multiple times. Finally talked to Customer Cares. They said they arent sending anyone out and are NOT fixing the problem. They said they would refund for the original charge ($280) but that is it! They never unclogged my sink, they created a leak and damaged my property and they refuse to do anything! At this point, I have been without a kitchen sink for 3 days and no end in sight. I cannot believe this is how they are running this business.

  

  Business Response

  Date: 03/07/2025

  We would like to assure the customer that we do prioritize customer satisfaction and apologize for any inconvenience the customer may have experienced. We try to assist the customer as quickly and as best we can. However, based on the technician's assessment of the work at the home, we have reached out to the customer and come to an agreement that is fair to both parties. 
  

  Customer Answer

  Date: 03/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  Tom Drexler has NOT REACHED OUT AT ALL!! In fact, we have still NOT RECEIVED A REFUND for the original amount paid that we were told would be refunded! This company is highly unethical and should be held responsible for their unethical practices!

  
  Sincerely,

  
  
  ***** ******

  

  Business Response

  Date: 03/10/2025

  The refund was sent out on the 27th.  We also spoke with *** ****** on Friday the 7th in regard to when his refund was sent out.   We apologize for the wait but that is the company policy to give 10-14 business days to receive the check.

  Customer Answer

  Date: 03/11/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  The original complaint was regarding damage that was done to my property by Tom Drexler Plumbing. My floor has not been fixed nor has there been any attempts to rectify the situation by Tom Drexler Plumbing. There hasn't even been an apology nor any effort made to complete the work they were originally hired to do. Tom Drexler told me they would send someone to fix the leak that their technician caused but they never did! They told me, Good luck. We aren't doing anything else except refunding you. That is NOT an attempt to come to a resolution that benefits both parties. They left me to try and find someone else to do the original work they were hired to do AND someone to fix the leak they caused AND someone to fix the damage they did to my property!! How is this ethical?? How are they allowed to be affiliated with the Better Business Bureau?? 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/25/2025

  Type:Product 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.

  Our washer was emptying into my shower when is was ran. We call tom Drexler who came out and said we needed to replace our main water line that went from the meter to the water heater. The original line was ran under our porch, which we did not want to to have to destroy our porch and cost more money. So the other option was to run the pipe behind my grandson's bedroom wall in the crawl space. They dug up my front yard put a hole in my house and ran the pipe. Now our basement has been flooded twice because they didn't correctly seal up the hole where the pip came into our house. There has also been severe damage to the house causing the drywall, carpet and such to be ripped out and for the wood to dry out. While doing this the suspect mold has been growing. So now we are waiting for that test to come back. This has uprooted my grandson who is a special needs kiddo, it has ruined all of his furniture including his bed. This happed two weeks ago and there hasn't been anything done except for the dimalishion to dry everything out. We have had to fight with them for two weeks to get any movement done. All the while we are paying them $10,000 for the pipe they originally installed. My grandson and daughter are having to sleep on the couch since both of their bedrooms have been destroyed. Tom Drexler waited a week before deciding that this all needed to go through their insurance now and refuse to have anything else done to rectify the problem. The insurance agents are hard to reach and are also aren't able to give me a time line on when the problem will be fixed in the mean time it's really displaced my family and cause a lot of unnecessary problems.

  

  Business Response

  Date: 03/07/2025

  We appreciate the opportunity to provide these services at your home. Upon receiving this feedback about the work, we have sent a technician to address and fix all the repairs correctly. 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. We have reached out to the company and have asked them to contact you promptly. 

  Customer Answer

  Date: 03/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  It has been nearly a month and we have had no movement due to insurance not following up with anything. We still haven't had the testing done that is required before anything else can be started. Our downstairs is still tented leaving us with having no way to wash laundry and requiring my grandson to sleep on the couch. The insurance company tells us that mold testing is another insurance company who I've been unable to reach for more than 2 wks. Which means nothing can happen until the mold insurance company can do their part. When I reach out to drexler they say there's nothing they can do because it's been sent to insurance. So we are at a stand still. On top of still having to pay the 10,000 for the original work that caused this damage. Tom drexler hasn't tried to move this along or offer to get it fixed. We are going on a month and my downstairs is still unlivable. 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/14/2025

  Upon receiving this feedback, we have reached out to that third party insurance company and the customer does have an upcoming appointment to assess these issues. We apologize on behalf of our company about these issues. 

  Customer Answer

  Date: 03/18/2025

  
  Complaint: ********
  
  I am rejecting this response because: It has been over a month since this has happened and still nothing has been done. The offer made from the insurance company isn't even enough to cover the cost of repairs. We are still waiting on the mold insurance people to do their job. My grandson is still sleeping on the couch with his mother because their bedrooms were the ones affected. We are having to do laundry at a laundry mat because we still aren't allowed downstairs because of the mold, which is costing alot of money for 5 people to use a laundry mat. We are also still having to pay the finance company for the work Tom drexeler did that caused this to begin with. So we are still paying them and we can't even use our laundry room. This is causing so many issues. 
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 03/18/2025

  
  Complaint: ********
  
  I am rejecting this response because:  It has been over a month since this has happened and still nothing has been done. The offer made from the insurance company isn't even enough to cover the cost of repairs. We are still waiting on the mold insurance people to do their job. My grandson is still sleeping on the couch with his mother because their bedrooms were the ones affected. We are having to do laundry at a laundry mat because we still aren't allowed downstairs because of the mold, which is costing alot of money for 5 people to use a laundry mat. We are also still having to pay the finance company for the work Tom drexeler did that caused this to begin with. So we are still paying them and we can't even use our laundry room. This is causing so many issues. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/19/2025

  We do apologize on behalf of our company about the inconveniences we have caused your family. Tom Drexler and our third-party partners are working as quickly as possible to get these issues resolved. Upon receiving this feedback about the work, we have sent a technician to address and fix all the repairs correctly. However, some of the issues reported are out of scope of the work that we regularly perform. We hope with the help of the other companies; we will be able to resolve these issues with the customer soon to repair our relationship. 

• Initial Complaint

  Date:01/30/2025

  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 11/14/2024 I requested an estimate for work to change a bathtub 1-1/2 inch drain pipe to 2 inch pipe and relocate it to center it for a new shower base.The Drexler Plumber provided the estimate and work was scheduled for 11/18/24. On 11/18/24 The Plumber worked on my drain and relocated it to the proper location, but changed the pipe size back to the original 1-1/2 inch size. I called and talked to the Customer Service Representative and the plumber returned on 11/20/24 to address my complaint. After we confirmed the work was not accomplished according to the contracted quote, the plumber scheduled and returned on 11/22/24 to correct the work. Over the next few days a water spot appeared below the work that was done. I investigated and found a significant leak in the new work. I called back with my new issue and was asked to submit pictures the damage to my soffit and blinds on the window below the faulty work. on 12/2/24 they sent a new plumber to fix the leak. He cut the damaged soffit sheetrock open and fixed the leak from below. After the fix, I had issues reaching the customer service rep to schedule someone to fix my soffit and address the damage to the window blinds. on 12/6/24 A different Customer Service Rep was assigned . On 12/12/24 She requested photos of the damage, which I again provided. A contractor was assigned , and patched my soffit, but nobody addressed my damaged blinds. My wife and I contacted the original people who made our blinds and were told they were not repairable and must be replaced. We got a quote and submitted it to Tom Drexler. Since then , we have repeatedly called for updates on the damage to the blinds and are told the repair amount is substantial and must be approved from above, but nothing has been done. We have requested Tom Drexler to send their insurance adjuster over to investigate and advise Tom Drexler Plumbing but nobody has come out to even see the damage to the blinds. At this point I am being ignored.

  

  Business Response

  Date: 02/07/2025

  We appreciate the opportunity to provide these services at your home.  We apologize for any damage done during the visit.  As we have discussed with you previously, we are prepared to pay for half of the cost to replace the blinds as we only damaged one of the blinds or to have all the blinds dry cleaned to bring the blinds back to an acceptable level.  The Concerns department is typically the contact for  customers with any issues.  We hope to come to a suitable resolution with this customer soon so this matter can be settled.

  Customer Answer

  Date: 02/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  The business falsely claims to have damaged one blind when in fact several panels are damaged.  Please refer to the previous attached pictures. The blinds in question are custom made of 3 panels  to fit our oversized window.

  The business has not sent any representative out to assess the damage as we have requested, and we only hear from them when we initiate a call.

  I have not been presented their offer to "pay for half", but that is not what we awant. We would like to have the business sent their insurance adjuster or another qualified person to review the damage; clean what can be cleaned, and replace what can't be cleaned. We are not interested in a half fix to the damage caused by Tom Drexler.
  
  Sincerely,
  
  *********** ******

  

  Business Response

  Date: 02/17/2025

  Our company would like to uphold our stance that we provided options that our company thought would be fair to both parties. Unfortunately, this claim does not qualify for an insurance claim.  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: 02/25/2025

  
  Complaint: ********
  
  I am rejecting this response because: Tom Drexler Plumbing has not contacted me with any plans or details on how to proceed with resolving damage to our blinds. I have not received any response from the company even though their response to the BBB complaint indicates they are working with us, so I called customer service and asked for a supervisor to come out and inspect the damage since their response does not match the actual damage to our blinds. Tom Drexler plumbing keeps having us deal with a customer service representative who has continually apologized for the lack of response from anyone in supervision while telling us she has passed along our complaint, but is powerless to to anything further. To reiterate: we have not received ANY communication from Tom Drexler Plumbing even though they have our phone numbers and email address.

  At this time we are waiting for ANY contact from ANYONE at Tom Drexler Plumbing with the desire to resolve this situation. Please have Tom Drexler Plumbing send a supervisor to actually inspect the damage caused by their plumber and initiate a resolution. Their marketing material they continually send me guarantees 100% customer satisfaction, but they will not even call us.  
  Sincerely,
  
  *********** ******

  Customer Answer

  Date: 02/25/2025

  
  Complaint: ********
  
  I am rejecting this response because: 

  Tom Drexler Plumbing has not contacted me with any plans or details on how to proceed with resolving damage to our blinds. I have not received any response from the company even though their response to the BBB complaint indicates they are working with us, so I called customer service and asked for a supervisor to come out and inspect the damage since their response does not match the actual damage to our blinds. Tom Drexler plumbing keeps having us deal with a customer service representative who has continually apologized for the lack of response from anyone in supervision while telling us she has passed along our complaint, but is powerless to to anything further. To reiterate: we have not received ANY communication from Tom Drexler Plumbing even though they have our phone numbers and email address.

  At this time we are waiting for ANY contact from ANYONE at Tom Drexler Plumbing with the desire to resolve this situation. Please have Tom Drexler Plumbing send a supervisor to actually inspect the damage caused by their plumber and initiate a resolution. Their marketing material they continually send me guarantees 100% customer satisfaction, but they will not even call us.  
  

  Sincerely,
  
  *********** ******

  
  
  

  

  Business Response

  Date: 03/12/2025

   We have been in contact with the customers regarding this and they are currently reviewing our offer.  We hope to soon come to a resolution with the customer.  

  Customer Answer

  Date: 03/14/2025

  
  Complaint: ********
  
  I am rejecting this response because: Tom Drexler Plumbing has never sent a representative to inspect the damage their plumber caused to my property. They have not followed up with the window covering company , who did come out to inspect and quote a resolution for the damaged caused by their plumber. They have offered to half fix the problem they caused on the condition I sign a form stating I am completely satisfied with their work. They further indicate they want me to consider the matter closed and I will not discuss this issue or post any negative comments about their performance in this matter. I consider this disingenuous, bordering on a complete lie, while attempting to absolve Tom Drexler and their associates from any responsibility for the damage they caused and the manner in which they chose to ignore their responsibility. No Tom Drexler representative, manager, or other person of authority has ever spoken to us and our sole contact has been the  customer service rep , who consistently states she has no decision making power, and cannot make anyone with authority  even talk to me. I am not satisfied. I have been lied to and ignored. I hold Tom Drexler responsible and I trust a court will agree with me.  I am now interested in seeing that others do not make the same mistake I made in trusting Tom Drexler Plumbing. I would also be interested in talking to BBB personnel to investigate how BBB ratings are derived and how something like this can impact that rating.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:01/23/2025

  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.

  On Dec. 16, 2024 we had a kitchen faucet set replaced by Tom Drexler Plumbing of West Chester, OH. The technician completed the job in less than 45 minutes, including a bathroom break and phone call from another party. I supplied the faucet set. The charge was $360.51 for this labor which seems unreasonable. I paid by check **** from *** ****. I spoke to another associate from Tom Drexler the following day and complained about the excessive charge, expecting an explanation or price adjustment - but got no further contact from them. I received no written invoice for this service call.

  

  Business Response

  Date: 01/31/2025

  Upon receiving the response, our company has reached out to the customer to resolve the concerns. We maintain that our technicians followed our upfront pricing protocol, as well as serviced the customer to the best of their ability.  We are confident that we have come to an agreement that is fair to both parties.  
  

• Initial Complaint

  Date:12/16/2024

  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.

  12/9/2024 Tom Drexler plumbing came to my home to look into a plumbing issue with my water pipes .I was given a diagnosis and a price to fix the problem. They said they could come next day to start the work and estimated it would take two days. So I agreed and paid them up front for the repair. Day one the technician ***** came in a Drexler van and another guy pulled up in a red ****** car( not wearing Drexler uniform) they came and worked in the bathroom and in the crawl space . At the end of the day he let me know that we could use the plumbing as needed and they would be back tomorrow . So next day came ***** from Drexler comes back in company van and guy in red ****** car as well. Other guy in red ****** never introduced himself or came in house. They worked all day . When they left they did not give anyone an update or tell us they were leaving. They left a load of old pipe, shrubs and trash at the bottom of my yard . I was told my landscaping block and my shrubs would be put back they definitely were not.As a matter of fact my rose bush and boxwood were in the pile of trash left at the bottom of yard. My landscaping is going to have to be redone due to the way it was done! Even the part that’s not destroyed they didn’t even put the blocks back! It’s a horrible mess. And my yard not just a trail to the water meter my yard is torn all to pieces. I am an older lady and this is an expense and undertaking I just don’t need in my life. I talked to the the consumer concerns person at Tom Drexler and she was no help and was so frustrated with me that she said she would send someone when she could . Because I said I wanted someone today. The man who gave the estimate and did the sales pitch did not answer when I called the number on his personal card nor did he call me back. I am ashamed that I didn’t get another estimate because I paid a lot of money and it’s gonna cost more to fix this!!!

  

  Business Response

  Date: 12/24/2024

  Thank you for bringing this concern to our attention.   Please be advised that as part of the repiping process, it is  necessary to excavate a portion of the front yard in order to access and replace the existing piping. This step is essential to ensure proper installation and functionality of the new system. A manager has been out to the customers home to check the technicians work and we have concluded that it is an acceptable back fill. Our contracts note that the yard will need time to settle and additional time from the homeowner to restore the yard to its origianl condition. Currently, we are confident that the work is complete and hope it is done to their satisfaction. However, upon receiving this complaint we have been unable to reach the customer. We would be happy to discuss this further to clear up any misunderstandings. 

• Initial Complaint

  Date:12/04/2024

  Type:Product 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 purchased a new HVAC in June, 2024. The system was not installed properly. It failed testing at the end of the nine-hour installation. Reaching the company, to complete proper installation, has proven difficult. We’ve endured having no AC on the hottest day of the year. When we finally get a technician to show up, they will do some re-wiring, which does not correct the issue. This has been done several times. The latest complaint that we’re waiting for service is having water pour out of the humidifier (part of the June installation) onto the floor. The technician discovered that the humidifier was installed improperly- attached at the wrong angle. We have been waiting for five days to speak with someone. During the coldest days of the year, without an humidifier, we are experiencing health issues, in addition to the stress of having to battle with the Tom Drexler company to have the humidifier reinstalled.

  

  Business Response

  Date: 12/13/2024

  We appreciate the opportunity to provide these services at your home. Upon receiving this feedback about the work, we have sent a technician to address and fix all the repairs correctly. We do apologize on behalf of our company about these issues. At this time, we will not be able to offer any compensation, as we feel we have performed the services at the agreed upon amount.

   

  
  

• Initial Complaint

  Date:12/02/2024

  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.

  We purchased a mini split Heating and air unit at the beginning of the year. A quote of 10 thousand dollars was given which i thought was high but thought they were a fair company. After the install there were multiple issues with the installation and the unit not working properly and at times not at all. It took over six times coming out for them to finally get it working and the install looking halfway decent. Then it broke twice in the first six months. The total price came out to around $9500 and I have been asking for an itemized receipt since we received that bill with only a paper writing everything out as $0 and a price on the unit for $9000 and a $500 charge for a warranty. I had to purchase new remotes as they were lost during construction and then i found out that the unit was only a $3000 unit and it could have been done much cheaper. I also pay a monthly fee for a service they have not provided even once and I have been paying for over a year. They are supposed to come out twice a year to make sure the units are working properly. I also found out that I was supposed to receive a discount on the unit because I pay the monthly fee. When I asked about the discount later on I was told the discount was already applied but again there is no reference to a discount at all on their receipt. I have contacted them multiple times without anything being done.

  

  Business Response

  Date: 12/12/2024

  
  Thank you for the feedback. We take full responsibility for any errors during this installation of this customers units. However, it was discovered by the manufacturer of the units that there were issues beyond our control. Our company has made some of the necessary repairs to the units to get them running properly.
  The customer has been sent the original signed and estimate (given prior to the services), and contract via mail and email detailing the savings to show the customer that the applicable savings were applied. We encourage the customer to call in to the office to schedule the benefits we offer at any time; please note that most maintenance is not necessary until a year post install.
  Currently, we are confident that the work is complete and hope it is done to their satisfaction. However, upon receiving this complaint we have been unable to reach the customer. We would be happy to discuss this further to clear up any misunderstandings. 

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  see Attached document

  

  Business Response

  Date: 11/26/2024

   We are sorry for any inconvenience this job has caused.  We sent multiple technicians out to try and figure out the problem and we contacted a 3rd party company to ensure this problem was fixed for the customer,  We believe the issue is resolved with the customer and look forward to continuing to do business with them in the future.
  
  

  Customer Answer

  Date: 11/27/2024

  
  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,
  
  **** *** ****** *******

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