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, 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

  
• 

  Tom Drexler Plumbing, Air & Electric

  6170 Centre Park Dr West Chester, OH 45069

  

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:05/13/2025

  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 asked for a service call regarding an alarm that was going off on our sewage system. When the worker arrived, I took him to the alarm. He said that we had a bad sewage pump. After installing a new pump, he was leaving. I went downstairs to check and the alarm was still going off as it was the entire time. I ran outside to catch the worker before they left to ask him why the alarm was going off. He responded that he is not an expert in alarms for the external sewage pump and that I would need to call someone else to look at the alarm. I called Tom Drexler’s office immediately and they said they would question the service worker. I did not receive a call back and called to speak to a manager. I had to leave a message. I called again the next day and had to leave a message for the manager a second time. After waiting most of the day with no return call, I called again and spoke with the manager, ********. She indicated there was nothing they could do.
  After speaking with my builder, he said the sewage pump that was replaced should have been completely fine and that we were taken advantage of. Now, we have a call in from the original plumber who built the house to come and check things out. We feel they stole $1500 and took complete advantage of us. There is no proof that the pump the worker replaced was bad. He took it and we don’t have it to show our builder. We still have to spend money for the original problem that was ignored and never addressed.

  

  Business Response

  Date: 05/27/2025

  
  Thank you for your feedback. We
  always strive to provide clear communication and great service, so I’d like to
  clarify a few points; our managers return phone calls 24-48 business hours
  after receiving and reviewing any concerns. Also, our technicians do a proper clean up after each service
  and discard the old parts. We would like to uphold the stance that our
  technician explained and presented the correct estimates, and performed the correct
  work as needed. We have reached out to the customer and attempted to send a
  different technician to verify the work and give any other estimates for
  further work, we encourage the customer to call into our office to set the appointment.
   

• Initial Complaint

  Date:05/05/2025

  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.

  In August, Drexler came to replace pipes in our 1st floor bathroom. They cut an access panel through an adjoining closet to replace the pipes in the wall and then route them down to the basement. When the work was complete they for some reason routed the pipes that adjoin to the bathroom sink different than it was configured but did not have the bronze pipes that we have (this was not supposed to be replaced in the scope of work). It was not put together correctly and leaked. They came back the next day and put a white pvc pipe in that does not match the original fixtures and Tony, the plumber got into an argument with me over it. 9 months we dealt with CS, the pipes being on back order and then they ordered the incorrect size. They finally fixed it this month but refuse to rebate any of the work, despite this being their mistake that cost us several days of taking off work for them to come out and their CS agent telling me she was working on it (she left the week the pipe was replaced and the current CS agent refused to honor her promised rebate). Their work and their customer service is severely lacking and i would not do business with them again.

  

  Business Response

  Date: 05/13/2025

  We appreciate the opportunity to provide these services at your home. We do apologize on behalf of our company about these issues. Unfortunately, sometimes parts take a while to come in, we do our best to get the customers on the schedule the same day parts arrive to fix the issues up to the standards of the customer.  At this time, we will not be able to offer any compensation, as we feel we have performed the services at the agreed amount. 

  Customer Answer

  Date: 05/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The part should never have needed to be ordered as this issue was a mistake on your part. Additionally,  this was not what the original CS agent indicated via phone conversations.  I disagree that your business has done a satisfactory customer service job on this point. 

  
  Sincerely,
  
  
  
  ***** ******-****

  

  Business Response

  Date: 05/19/2025

  
  We apologize
  for the recent issues and the misunderstanding on behalf of the Customer
  Service team. However, we have worked through the possible options and have
  replaced the original part with the more esthetically pleasing part. Your
  feedback is valuable to us, and we will use it to continue improving our
  service. Thank you again for giving us the chance to make things right.

• Initial Complaint

  Date:05/01/2025

  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 9/16/24 at 11:00am my home was gushing water. It was from a job that Tom Drexler had improperly fixed. After getting the water turned off I called them and they sent **** out to stop the water at 4:21pm. The water had flowed for 5 hours at 300 gallons an hour before I was able to shut it off.
  Tom Drexler then sent another company (Metro Restoration Services) out to look at the damage and begin construction on September 17, 2024. Metro pulled out the wet insulation, damaged floors, walls, cabinets, and a number of things from under the house. They also brought in machines to help dry out my home. The machines ran until September 23, 2024, *** from Metro came to pick up the equipment. The house has been sitting since that day. Because of the damage and deconstruction the house is not livable.
  After no communication from Tom Drexler I involved my homeowners insurance. My insurance had a separate company come out (Servpro). I received the estimate from Servpro of roughly $15,000 on December 19th, 2024. When **** from Servpro arrived at the house, it was still reading wet in places. Because of this, mold has grown in the home and I am unable to enter it. My insurance will not cover anything since Tom Drexler is admitting fault.
  I had to hire an attorney as Drexler was only willing to cover the $13,000 Metro quoted them. They will not cover the mold removal nor will they replace any of my belongs or my child’s belongings that were lost to the flooding and to the mold. Unfortunately the legal battle will be more than repairing the damage. I will have to pay out of pocket for anything more than $13,000. Servpro quoted roughly $20,000 for the repair and mold removal. Not to mention the thousands I will have to spend in replacing mine and my child’s furniture, clothing, and other essentials.
  While my insurance did give my child and I a hotel for a week, Tom Drexler has not offered housing. My child and I are still staying with a neighbor and we are still without a home.

  

  Business Response

  Date: 05/12/2025

  We appreciate
  the opportunity to provide these services at your home. 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. 

• Initial Complaint

  Date:04/29/2025

  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 called either Tuesday or Wednesday and got an appointment set up for this past Saturday, April 26th. I was specific when I said I felt like my unit was out of refrigerant even though I had just gotten it charged back in May of 2023. I was CLEAR about that to the person I booked the appointment with.
  
  Saturday came and the technician that came out was only here for maybe 20 minutes, 30 minutes tops. He did NOT remove the cover for my system located in my laundry room and did not use anything to check the system on the side of my house.
  
  He came back inside the house after only taking a picture of the system and told me that my coils and my compressor was bad. He was adamant on saying the system has strictly been using the back up heating system and that we were completely out of refrigerant. But he also informed us that since we had gotten refrigerant back in 2023, that we could NOT get it again. He quoted us a price of almost 8K and told us since the system also has a leak, we would be better off replacing the whole system which would be roughly $12K and pushed us to run our credit to try and get a new system, which news flash, due to the finance charge, instead of $12K, it would have been $22K.
  
  We got a second opinion and thank goodness we did! It was the capacitor and a small valve that needed to be replaced. A $400 dollar fix, which blows my mind that Drexler didn’t even fix the leak location in 2023 because it was just a small valve that screwed onto the base outside!
  
  I had taken a HARD inquiry on my credit, was LIED to and quoted an outrageous bill and am stuck on a plan which I don’t want to be on because this company is full of crooks! This is thoroughly ridiculous because I lost refrigerant due to Tom Drexler lacking knowledge to detect a SIMPLE leak, my credit took a hit due to a lie, and I am out money.
  
  Thanks to a different company, my system is running perfectly fine for a FRACTION of the cost Drexler was trying to get!

  

  Business Response

  Date: 05/08/2025

  Thank you for your feedback. Our
  company would like to uphold the stance that our technician explained and
  presented the correct estimates as needed. Upon receiving this feedback about
  the work, we have reached out to the customer. We hope that our offer of the
  Carefree Maintenance Plan (CMP) will help us repair this situation with the
  customer going forward.

• Initial Complaint

  Date:04/22/2025

  Type:Customer Service 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 have a VIP Carefree Maintenance plan with this company, Tom Drexler Plumbing. We pay $16.50 a month for this. We called in March to schedule an appointment to check our air conditioning for the upcoming season. We had an air-conditioning Maintenance appointment scheduled on April 7. After waiting all day they called and said since it was not 60 degrees outside they would not be coming and rescheduled for today April 21. Now they are telling us they will not make it today because they had other emergencies even though we had an appointment for the second time. They said we could make another appointment but it was a possibility that even though we have a VIP plan they could cancel again. This is not fair to us to be made to reschedule again because we pay for the VIP Maintenance Plan each month. Moreover, the company advertises it has an Aplus rating by the BBB. Thank you.

  

  Business Response

  Date: 04/29/2025

  We appreciate
  the opportunity to provide these services at your home. We do apologize on
  behalf of our company about the rescheduling issues. Upon receiving this
  feedback about the work, we have scheduled a technician to come perform the maintenance
  tune up on the customers system. Currently, we are confident that we have
  reached an agreement that is fair to both parties. 

• 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,
  
  
  
  *********** ******