ComplaintsforTom Drexler Plumbing, Heating, Cooling and Electric

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our HVAC went out 6/16 when it was 90+ degrees outside. They charged us $750 to “repair” our unit- it never even came back on. So, they took our $750 out of the cost of a new unit ($12,000) on 6/17. Every day forward for a week, our unit never stayed on more than a few hours and we had 3 different techs come out to “fix” it, each time resulting in our unit shutting down hours later. On 6/21 after the third “service” on our unit the service manager claimed it wouldn’t work because our ducts needed to be cleaned and they wouldn’t come back out again after that was done. On 6/22 I paid **** $579 to clean the ducts. The cleaning company also told us there was no way our ducts were the issue. The unit stopped working again less than 12 hours later after the third service call. So, after THREE canceled service calls and a call to the manager, we finally got **** to come out on 6/26 (10 days with a non working unit).He spent longer than 30 minutes at my house and actually did his job. He discovered that OUR UNIT WAS INSTALLED IMPROPERLY. The wiring install was not done correctly. He said the wires were installed properly and he fixed them. I called and spoke to the customer service manager ***** on 6/20 and submitted my receipt from **** to get reimbursed since the problem with the unit was in fact their own fault. They acknowledged that the install was faulty but refuse to give me a refund because they claim our ducts “needed cleaning”. As of today 7/8 I still have not received a refund nor a call back from the service manger ***** that I have called about no less than two more times. So, I lost money missing work ($200 for the time I missed), was taken advantage of ($750 for a repair that they didn't do) and $600 for a duct cleaning I was forced to pay for. I want my money reimbursed. $750 for a repair that resulted in nothing (also shame on your for price gauging when people are desperate-$12,000 for a unit) and $578.76 for the cleaning.

  

  Business response

  07/12/2024

  Our company has worked with this customer to come to a suitable resolution that suits both parties.  We have refunded her in full for her duct cleaning and done the necessary repairs to their HVAC unit.  We apologize for any inconvenience this may have caused the customer and look forward to continuing to service them.  Thank you for your feedback.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The air unit is too small for house no one will call me back too help fix the problem

  

  Business response

  07/12/2024

  
  Upon receiving this feedback, our company reviewed the customer account, and our records show that we did not install the air unit for this customer. However, our company has made some of the necessary repairs to the unit to get it running properly. Currently, we are confident that our company and the customer have repaired our relationship.  As always, we appreciate the feedback. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 30, 2024, I made an appointment for Tom Drexler to repair some simple plumbing issues. The technician gave me a quote of over $800 to fix a drip in the garage faucet, replace a plunger in a toilet, and one stopper and dripping faucet in a bathroom sink. Told him that was way too much. Since he was going to charge me a service fee anyway, I gave him approval to fix the garage faucet and sink. In the garage he replaced a stem, A $20 item which he bought from Lowes. He replaced the stem in less than 10 minutes. With the sink, he could not stop the faucet leak, did replace the stopper, BUT used the old " pull up" rod. The total charge was $364.60 for just replacing a $20 stem in less than 10 minutes and an inexpensive stopper. Paid the technician but told him would never user Drexler again and would not recommend to anyone. Called another plumber who came the next day and made all the other repairs at a much lower price. Asked the new plumber what he would have charged for the repairs Drexler made. His quote $80 less.

  

  Business response

  06/13/2024

  
  Thank you for your feedback. Our company does offer 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. 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. 

  Customer response

  06/14/2024

   
  Complaint: ********
  
  I am rejecting this response because:  The technician not offer three options, only two, one for over $800 where he was to replace an $8 plunger (a one minute job} in the stool, replace a stem for the garage faucet, and repair one sink stopper in a bathroom sink ( he used the old pullup rod, because he could FIGURE OUT HOW to replace with a new rod. WHAT ??????  TECHNICIAN ???? When I said that was a ridiculous price, he quoted a new price for replacing a stem in the garage faucet and for replacing the stopper in the bathroom sink. That I said was way too much also but felt forced to accept since he was going to charge me a nearly $100 service call for driving into my driveway. The stem, which was bought from Lowes cost around $20, he said. Once again, the old pull up rod was used because he did not know how to install a new one. The stopper had to cost no more $10.  Let's get this right.  Service call, plus replace $20 stem (which took him less than 20 minutes) + partial new sink stopper equals $364.60. Do think so. The only thing he repaired properly was the stem in the garage faucet.  Also, to interject, if he was referring to a third option, perhaps that was when he offered me a discount if I would agree to a MONTHLY Fee (I think he said $16). That sounds like a scam to me, just my opinion. I will never ever recommend Drexler to anyone. I am sick even to see those blue trucks on the road. Since my situation, others told me they had issues with DREXLER. I am really upset over this.  I am a retired miliary veteran, 77 years old. I hope no one to include my military bothers are not subjected to a similar situation.  Last word, on a positive note, another plumber fixed all my issues plus replace two bathroom faucets and all the 'GUTS" in my toilet at a price less that the first estimate offered by Drexler. The cost of the new double faucets was also included in the new plumbers charge. 

  Sincerely
  
  ***** ********

  

  Business response

  06/21/2024

  
  Upon receiving the response, our company has reached out to the customers 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.  

  Customer response

  07/01/2024

   
  Complaint: ********
  I am rejecting this response because:  I did receive a phone call from Tom Drexler' s office offering a settlement which I did accept. However, to this date I have not received the agreed upon settlement in the mail. Thus, I am forced to respond to the BBB's email requesting I reply within 7 days
  
  Sincerely,
  
  ***** ********

  

  Business response

  07/05/2024

  Our records show that the check was mailed June 27, 2024. Please allow our company 7-10 business days to process and send the check to the customer. Thank you for your time and consideration on the matter. 

  Customer response

  07/08/2024

  
  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

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/06/24 a plumber from Tom drexler came to replace an exterior water faucet along with adding a shut off valve inside our crawl space. Tech verbally told me the price of $190.52. I was charged $997.65. The tech had zoomed in on his iPad for me to sign, so I was not able to see the entire estimate. I called and only then did I receive a copy of the estimate and invoice, after I had already been charged and the job was done. Business states because I signed the iPad I am liable. But their employee scammed me into paying a much higher price than what I was told and what we agreed to. This was not a misunderstanding on my part. He intentionally did not show me the entire estimate before signing. This was an act of deception and the company needs to make it right.

  

  Business response

  06/13/2024

  Thank you for the valuable feedback. Our company offers an upfront pricing guarantee, the customer signs and approves the work and price before any services are performed. The technicians provide 1 to 3 estimates before doing any work, so that the customer has different options to choose from.  We did contact the customer to resolve the issue by offering our Carefree Maintence Plan (CMP) for a year free of charge. At this time, we will not be able to offer any compensation, as we feel we have done our best to resolve this issue. 

  Customer response

  06/14/2024

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

  Your technician did not provide an accurate quote. He verbally told me 2 quotes, neither of which were correct. Charged me extra for a “difficult installation”, which also was not addressed. I can tell you exactly what our conversation consisted of and not once did he mention the price I was charged. Not ONCE! He also zoomed in on the tablet for me to sign so I wouldn’t see the entire estimate or invoice. So of course I signed off on it, I didn’t know what I was signing! Your technician also reached out to me last week saying he’d like to make it right and said he could get a refund of $200+ but I’ve yet to see that refund. Which was to be in exchange for removing or editing my google review. So now you’re telling me I can’t get a refund?
  
  Sincerely,
  
  ******* *******

  

  Business response

  06/21/2024

  
  Upon receiving the response, our company has reached out to the customers 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

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  System was installed on 3/21. 3/29- One week later (did not use the system as the weather was mild) I went to turn on the system and it would not turn on. I personally ran the diagnostics and it came back as low refrigerant. Tech #1 arrived on 4/2 claimed that it was a breaker issue and not a refrigerant issue. Tech reset the breaker. 4/4- System quit working again. We had a new tech visit (Tech #2) 4/5 and reported low refrigerant (SUPRISE!) and that there was a leak in a valve. 4/19- A different tech and team returned to repair system plus cosmetic issues that were not properly installed in the original installation which took approximately 4 hours. I advised this tech and his team on where tech #2 said there was a leak (they told me that this area was not leaking and everything was working properly). Tech reported system was fixed at 2pm. System shut down again at 7pm stating low refrigerant. 4/20- Tech #2 reported same leaking location as he did on 4/4 and that it was not properly repaired. 4/29- Tech #2 came to repair the leak. System quit working again on 5/1. Additionally, I tried to contact the regional sales manager on 5/6, 5/8, and 5/10. I finally received a call back at 5/10 at approximately 6:30pm on Friday night which I was unable to answer. I returned the call on 5/13 and spoke to a customer concerns manager, and she assured me that I would have a call returned. It is now 5/22 and I am yet to here from anyone at this company, with a system that does not even turn on.

  

  Business response

  05/31/2024

  Thank you for your feedback on this new HVAC installation. On behalf of our installation team, we want to apologize for the problems with the new system. We are currently working very diligently to figure out what has caused the leaks, as well as honored our warranty policy and repairing them as we go. We would like to assure you that this is not our typical customer experience. We are currently in contact with the customer and have made the necessary changes to the system to make sure that it is running smoothly. We will be following up with the customer in the next month or so to make sure that the system is still running properly, and what we can do in the future to repair our relationship with the customer. 

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am rejecting this response for the time being until I am positive that they have done the work properly and they system is fixed correctly. I have spoken to the team at Tom Drexler and they are aware of this response. The system is currently working and if it continues to work over the next 30 days, I will accept the response. As for now, I would like to keep the complaint open. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  05/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Attached is a letter I sent today to Tom Drexler Plumbing

  

  Business response

  05/31/2024

  We appreciate your concerns, and we would like to address the shortcomings of our growing company. We are working to improve our scheduling and communication processes. We do apologize for any inconvenience our rescheduling may have caused you and your tenants. Also, to clarify our payment process, we try our best to get the proper authorizations at the completion of services for payment. We do require that the person who is responsible for payment give oral or written consent for payment. If we do not receive payment after services are rendered, our automatic process is to send a letter to the customer as a reminder of the account balance.

  
  Upon receiving your concern, we sent our drain technicians to the property, as well as a camera technician to re- camera the lines that we suggested needed to be re-piped. The technicians have confirmed that the work was completed to the best of our knowledge and there are no clogs at this time.
  We will also provide the 10- year warranty information as requested, and we have tried our best to answer any questions about the work that was performed. We hope that we can repair our relationship with you in the future. As always, we appreciate the feedback. 

• 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

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  02/28/2024

  Thank you for your concern. The technician serviced the customer’s home with a minor resolve repair. The customer provided a coupon for the services, and the technician applied the coupon for the free $89 Service Response Charge, as well as the $35 off service repair. That is a total of $124 savings. Prior to receiving this complaint, the customer was sent the itemized invoice via mail detailing the original price and savings to show the customer that the savings were applied. Upon receiving the complaint management has reached out to the customer and we have come to an agreement.  

• 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.

*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. ↩