ComplaintsforTom Drexler Plumbing, Heating, Cooling and Electric

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called Dexter April 20th 2023. Person arrived same day/ name *******/ looked at job and left. came back next day April 21st, supposedly fixed my water leak under house. charged me $674.00, did not give me a bill with itemized items. Did not fix the leak. Called again 05-17-2023 Person named ***** came out look at issue, said all the water lines need replace, would cost $9000.00 to fix. was suppose to come back May 18th at 12:30/ was a no show. husband call them at 2:00 to cancel. So with in April 21 and May 20 was has been running under my house at 2100 gals. water bill right now is at $250.00, all because it was not fixed in the first place. Does Dexter not give detail billing to customers? I need a detail bill for the $674.00 so i can turn into my insurance, or they can give me my money back for not fixing it in the first place. I have called to speak the manager told that she was busy, and they would tell her. No reply as of yet.

  

  Business response

  05/23/2023

  **** *******, I have spoke to your husband and we have come to an agreement.  I completely understand your frustration and apologize for the inconvenience this has caused.  If you are not satisfied with the agreement made, please call me at ************.  Thank you!

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  2 years ago I had an issue with my sewer line clogged, Tom Drexlers service tec came out to check it out. Using his camera he inspected my sewer line. The service guy told me my line looked good, he said the issue is with Lou, Metro Sewer District main line. He told me to contact them because the issue was with them and not my line. So recently I had another clogged line so I call Drexler Plumbing again. Using MSD's clean out the service guy used the camera again. He told me I had roots in my line and they needed replaced. I needed this issue resolved, he quoted it may a price price of 7200.00. Seeing that I was surprised by the price he said he contacted the office and got it to 5500.00 if I signed then. I agree, they came out the next day and replaced the line. I was told to contact MSD also. I called Lou, Metropolitan Sewer District and they came out that evening. The supervisor used their camera and said that the connection witch they replaced 2 years ago failed. They said that the roots were coming in from the main sewer line that failed. I was asked why I replaced my portion of the line since it was their lines failure that cause the problem. When the service replaced my line I ask him if my line had any in it and he said no. It's obvious that this was an unnecessary repair that cost me 5500.00. Note that 2 years ago the ser guy said your line is good and the main line failed that they put in. That was the cause and this repair was unnecessary.

  

  Business response

  05/31/2023

  I spoke with ***** & because we did not do our due diligence on documented what he had going on exactly, it was agreed to do a partial refund.

  Customer response

  05/31/2023

   
  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,
  ***** *****

  
  

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• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had main sewer replaced in October 2022, they left the yard in shambles, but they told me they would be back in three months once it’s settled to complete the work and make it right smooth, mowable grass and seed. They ripped the cable line out of my house with a backhoe. They scratched my aluminum siding in two places. They crushed all of my steppingstones, instead of moving them, along with my wooden barriers between the garden, and the yard left dirt in huge piles all over. And they came back once to fill a hole that had settled. They never made the yard. Any kind of presentable more settling has occurred along with all the mounds of dirt that are still everywhere. They smother my neighbors hedges, and now she’s expecting me to buy her new hedges. One of their guys spoke with my neighbor about that, and he was very rude and condescending to her telling her that I knew what I was getting into when I hired them and it’s not their fault if her hedges don’t grow, when I called them and ask them about what they talk to her about they denied ever speaking with her but I have it on camera them talking to her after they lied about that I talk to them again and she told me at Tom Drexler that they consider the job complete and they’re no longer going to help me finish this up

  

  Business response

  03/23/2023

  I have been in contact with Mr. ****** and we have come to the agreement that we do need to go back and fix his yard to a better condition when we have a few dry days to do so.  We discussed and agreed the neighbors bushes were not damaged and are now budding.  We also discussed that once we get his yard in a better condition, we will discuss replacing his stepping stones that were damaged as well.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called Drexler for plumbing problem. Workers tore out wall, jack hammered up kitchen floor and hallway to find broken pipes and find pipes in the walls and hallway and kitchen. Poured concrete on section that was dug up. Concrete hardened but it was not level with the original floor. New floor was put down, when you walked on the floor it would give or sink and would make a person stumble. They reported they would talk the problem over with the directors and see what could be done After nine months and many talks with **** and ********, the answer to the problem was they were not responsible for the damage to my floor and walls. All they had to do was fix the pipes. I am walking on concrete and part floor. You know how cold it has been. Well it was so cold in my kitchen we had to eat Christmas dinner in our bedroom.

  

  Business response

  01/23/2023

  Dear Ms. ******,

  We have been trying to reach you to discuss your concerns. Please call us at 502-456-5982.

  Best,

  *****

• Initial Complaint

  10/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  PRICE GOUGING: The Drexler salesman, __, quoted $9,000 for the job of extending water and sewer pipes into my newly added bathroom. When I said I had expected to pay no more that $5,000, he requoted at $5,500 which was still an incredibly high price. He said they could charge such high prices because of the shortage of plumbers. I got no written quote. The invoice contained no per item pricing, only technical language and a grand total price at the bottom. It was clear that the invoice was designed to allow for different levels of pricing, depending on how high the client could be pushed. EXTREME BULLYING: When the Drexler plumbers had finished the job, the Drexler salesman, arrived and demanded that I pay immediately. I explained that I wanted the city building inspector to okay the work first. He kept on yelling “You signed to pay upon completion of the work.” I had not been warned of this and by then, had not seen any quotation or invoice stating that payment was due upon completion. The more I explained this and said “upon completion of work” did not mean this very minute, the more he berated me to my face and verbally abused me in my home. I have never experienced such disrespect, in-your-face bullying, and verbal abuse in my life. When I finally told him that I would not be paying immediately and to leave my house, he sneered that he had been secretly recording our conversation on his cell phone. POOR WORKMANSHIP: When the City building inspector later inspected the plumbing done by Drexler, he failed it on a number of scores for not being in compliance with the Indiana Building Code, and they had to come back and fix it. Later, my roofing expert pointed out that the bathroom vent pipe which Drexler had installed through the roof of my new bathroom was defectively installed and needed to be corrected. The roof tiles had not been correctly replaced around the vent pipe, and it would not remain waterproof for more than a few years.

  

  Business response

  10/31/2022

  I have spoke to him previously about this concern and he is really upset with the way our technician handled the situation when the work was complete.  Mr. ********e wanted the weekend to review the work that we did and our tech pointed out on his invoice that payment is required at the time the work is completed.  I explained to him that the techs manager did address the situation with him to ensure it doesn't happen again.  Mr. ********e has requested an itemized invoice, that I will be sending to him and he will be sending me pictures of the area of his roof that he is saying is messed up from vent.  I am also going to issue him a $500 refund for him getting his roof fixed after the work we did.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 23, 2022 $1745 Not only did they leave an exposed outlet by a water source (I have kids too) but after being at our house for five hours...half of the lights no longer work. We never gave them permission to go in the bathroo. nor did we tell them we have an electrical problem there. They are now telling us we have to pay for repairs for issues that they caused.

  

  Business response

  09/29/2022

  We have attempted to reach to this customer by phone and have left 3 voice-mails for her and she has not reached back out to us.  I have also replied to a review on google she submitted and again no response from her.  We would love the opportunity to get this resolved for her but cannot if she doesn't give us the opportunity.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  called yesterday for a water leak the person that came out didn't do anything instead he sit in the living room and talked to my ******* ******. The leak was worse when he left. The things he said he would check he didn't he turned the air condition on without a filter I had to quickly go back and put a filter in. He was more worried about leaving then fixing the problem. Very rude on top of it. I had asked if he had checked the things he said he would and he replied I don't have time I have plans.

  

  Business response

  09/13/2022

  I spoke to Ms ******** and her son yesterday and it was agreed upon that we issue a full refund for the service that was provided in agreement that we will no longer service their home in the future.  A check in the amount of $188 will be sent out to them on Friday 9/16/22 and they are now satisfied.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tom Drexler sent a plumber to my house to un-clog a drain on Thursday June 23, 2022. I was at work that day so my wife let them in. After unsuccessfully un-clogging the drain a snake. They gave us two options. One was to cut out the P traps to un-clog the drain (we were told this might not work) and the other was to cut in a clean out fitting. We opted for the clean out fitting. Instead of putting the clean out under the sink, the plumber cut holes in the drywall in our bedroom and installed the clean out there. Needless to say, I was furious when I got home to see this. There was no reason to not put the clean out under the sink where the drain was accessible and the drywall was unfinished. Now I have a clean out fitting sticking out of my bedroom wall and it is not able to be covered with an access panel because it protrudes 1 1/2" outside the stud space. They also used a Fernco fitting as opposed to metal sheathed fitting (band) above the clean out. A Fernco fitting is against code in a wall space where it would be in-accessible. I called and asked that they come cack and rotate the fitting 180* so that it would be accessible from under the sink and remove the Fernco so I could patch the drywall in the bedroom. They sent another plumber out on June 28, 2022. They looked at the situation and told us they could not fix it because there was not enough room between the water lines in the stud space to cut in a coupling so that the fitting could be rotated. I disagreed and the plumber left. Before he did leave, I asked him if he would appreciate having a clean out in a bedroom in his own home. His response was "you're asking wrong person. I'm just an ole country boy. It wouldn't bother me none" WOW! Since then, I went to the hardware store, bought a $.99 coupling, cut it in and rotated the clean out myself. So, the $99 unclog any drain they advertise ended up costing me $520.00 plus the drywall repairs and I still had to make it right myself.

  

  Business response

  07/08/2022

  I have spoken with *** and we have come to an agreement that is satisfactory to him and stated he will remove this complaint as part of the agreement.

  Customer response

  07/19/2022

  [They made it right. They refunded my money]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****
  
  

  ---

  
  
   
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a property manager for TP Investments. I requested a service call for the air conditioner. The service man came out and gave us a clean bill of health and sold us the service agreement for $189. Later that same day we noticed the air was not cooling and ask them to come back. The second service man said we needed to clean the unit and fill the coolant. At that time, they charged us an additional $386. And Tom Drexler’s representative ask us to install a new thermostat, which we did. The next day or so I visited the house and found the air still was not working. We called for another service call. At that service call the representative stated that the issue was the thermostat and that we may have a leak in the system. He at know time stated we should stop running the unit. He stated that once the thermostat was properly installed the system should work. He put batteries in the thermostat and left. About one week later I called again because the unit was not working. After each service call, I tried to talk with a manager at the company. I did talk to **** ***** the week of May 23rd, he agreed to refund the $189 for the service agreement. I never received that refund. I have called this company once or twice a week since May 20th and I’m always told they will call me back, but they never do. On June 23rd after running the air off and on for a month the compressor is burned out. Their service man stated that once all the coolant they put in on May 20th leaked out the compressor burned up. (I’m not sure if that is the technical term for this issue). Tom Drexler did not provide the service expected and did not act as a competent advisor in this situation and I feel they are directly responsible for the need to replace the compressor to the tune of $4,000. Had their service representatives given good information during the first or second visit would could have repaired the leak and not had a compressor burn out.

  

  Business response

  06/27/2022

  I have been speaking with ****** through out the day today to get a resolution for her.  At this time we have agreed to go our separate ways and have processed refunds for the $198 and explained to her there was an interception that occurred with our mail that included this check and explained that to her and resent it on Friday 6/24/22.  We are also refunding her the $345 for the froen charge that will be mailed out this Friday 7/1/22 and she was good with these terms.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/18/22 I called Tom Drexler because we had slow drains. The technicians **** *****/****** ***** indicated that they could not correct the issue because the tree roots were very thick, a piece of line would need to be replaced. We discussed that the landscape rocks would be raked out of the way before they dug so it could be placed back after the work was done. We had a total of 5 bushes and a total of 17 landscape lights in our landscaping. We indicated that the 1st bush was already broken so they did not have to take care not to damage. The next day 4/19/22 Tom Drexler technician ****** arrived on site to replace the damaged line on a piece of machinery. I was in my office and heard one of the technicians from the day before tell ****** that he would need to rake the rock out of the way before he dug. Since I heard them tell him I didn't watch them do the work. Issues: 1. They did not rake the rock out of the way they just dug up the pipe, now all of the rock is mixed in with the dirt. 2. The 2nd bush was also damaged. 3. They literally ripped out our landscape lights, broke the wires in multiple places, completely damaged beyond repair 5 lights. 4. Spread the dirt/landscape rock well into the yard and put approximately 6 to 8 inches of straw over it to cover that up. There receipt indicated that it should have had both Straw and Seed. 5. On top of all that they were at my house for only 1 1/2 hours and the cost $3998. I think that is outrages. 6. Finally they said they could come back to smooth out the yard and replace all of the landscape in 2 weeks. It is just a couple of days less than a month and non of that has happened.

  

  Business response

  05/31/2022

  On 5/17/22 I had reached out to this customer from a bad google review.  ***** and I had agreed upon a $750 refund for the damages and she was good with that decision.

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