ComplaintsforTom Drexler Plumbing, Heating, Cooling and Electric

• 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,
  
  ****** *****
  
  

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• 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.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is about a small beauty salon I used to own, that I have since sold. Back on August 08, 2021, I had a clogged bathroom sink. I called Tom Drexler’s company because they had come out previously worked on my air conditioner and all was well and good. The technician who came out, estimated the job to be about $400.00. He took the drain apart, and could not find the problem. He told me he had to cut into the wall. He cut into the wall and still could not find the problem and told me the the floor would have to be jackhammered to fix the problem. I agreed to have the floor jackhammered apart. Well 3 or 4 days and some 12,763.61 later the job was completed. I consulted with a technician named ****** who seemed to lead the crew. I also purchased a Bronze “Carefree Maintenance plan” for $99.00, which I have never and will never use. Here is the problem, ****** was on the phone with his company (Tom Drexler) telling me what I owed, and that if I paid in cash, I would be eligible for certain discounts. He called his company from my shop and was told what the total payoff was. I paid with a check and my debit/credit card and thought all was well and good. I received a paid in full statement in the mail several weeks later. This was several weeks after I sold the shop, I received a PAID IN FULL statement. Then believe it or not several weeks after that, they sent me a bill claiming they made a mistake in accounting and I still owe them $507.50. I tried to rectify this on the phone with them to no avail. They posted one of my checks wrong on the bill they sent me. The check was posted for $507.50 less than I paid. I tried to point this out to them, and I have proof from chase bank. The lady I spoke with not hearing any of this. They have made a mistake in accounting and will not own up to it. Someone called and asked If I was willing to split the difference of the $507.50 (I still have it on my voicemail). I am not willing to pay any more money to them.

  

  Business response

  05/13/2022

  We have removed the remaining balance from the account to get this resolved for the customer.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  WANTED TO EXPREES THAT I FELT I WAS OVER CHARGED BY THIS COMPANY ON 1-11-2022, Company Looked at the issue made ** **** sign a estimate and she was sick and couldn't really understand what they were going to do in the first place but they made her sign it, When done in about 30 min was over billed and charged for a 10.00 Part and paid over 400.00 for the labor, High way Robbery, Called and talked to the office the next day asked for a itemized bill on the parts and a break down of the labor and they laughed at me , Would like either a partially refund or full, Have read many people seeking help with this company over pricing may seek class a lawsuit up loading the estimate Please help Thank you

  

  Business response

  02/15/2022

  I responded to *** ***** by email with this statement:

  Good morning *******,
  
  
  I am sorry to hear that your experience with our company has not met your expectations.  Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.  While we'd love the opportunity to regain your trust, we understand how frustrated you might be.  I'd like to offer you a refund of $224, half the amount you paid for the service.  I will issue it by check, please allow 10-15 days for it to process and to cover any postal delays.  I would hate to lose you as a customer because of an unfortunate incident and would like to make it right with you. I tried reaching out to you this morning by phone and got your voice-mail, if you like you can call me at your earliest convenience at ************* 
  
  
  Have a great day,
  ****

   

  He called me back and thanked me for my response and appreciated the refund.

  Customer response

  02/18/2022

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

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• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/14/2021, Drexler Plumbing and A/C came to a property I own in *** ******* **. (*** ** *** ******, *** ******* ** *****) They were there to evaluate a non-working HVAC. After looking at the A/C, they told me that it needed to be replaced. They would not be able to do the project until 10/22/2021. The problem was that I had tenants in the space and the heat was unbearable. I asked if there was any way it could be done sooner. I was told that Drexler could replace a part on the A/C that would get it running again until the new system could be installed. They told me it was just a temporary fix, but that the system needed replacing. I understood. I explained the situation to the tenant, and had to fly back to my home in Atlanta. On the evening of 10/14, I returned to Atlanta. When I arrived, there were messages from my tenant. Miss ******** ***** and *** ******, ******* ***** both claim that the technicians had come and gone, but that they never got the A/C running again. The following morning I made numerous calls about the A/C to other businesses. I found an A/C company that could replace the system on 10/18. I cancelled the appointment with Drexler and went with the other company. I told the tenant to purchase a window unit and deduct it from the following months rent. I told them the window unit should help over the next 3 hot days. The following month I saw a charge of $426.89 from Drexler. When I inquired about the charge, I was told it was for the replacement part and labor for getting my air conditioner running again. The problem is that my two tenants, one of the women's ******** and *** ********* of the tenant all tell me that the A/C never worked again from the time it first broke down. They are willing to sign notarized statements swearing this claim to be true. It is February 11, 2021. For the last two months they have been telling me that a refund check is in the mail. It has been 4 months, 120 days...still no refund.

  

  Business response

  02/15/2022

  When we originally spoke to this customer about issuing his refund he didn't state that the address on file was that of his tenant, so that's where his original refund was mailed.  After a few week went by he called back in stating that he hadn't received it and that was when he gave us his home address.  We put a stop payment on the first check and overnighted him a new one.

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