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

  
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  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:01/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 01/31/2025

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

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/24/2024

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

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/13/2024

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

   

  
  

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/12/2024

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

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  

  Business Response

  Date: 11/26/2024

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

  Customer Answer

  Date: 11/27/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *** ****** *******
  

  
  

  ***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

  Date:10/28/2024

  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.

  On the date on October 24th, 2024 between hours of 11am and 12pm. An employer with Tom Drexler name ******* ********* touch me inappropriately. This happen twice, I told *** ********* I don’t know him for him be touching me like this. ** ********* giggle about this situation. As a result with this incidence I moved my service to another heating and cooling company. This incident has been brothering me since this happen. I was violated in my own home.

  

  Business Response

  Date: 11/06/2024

  Upon receiving the response, our company has reached out to the customer to discuss the concerns escalated, as well as followed up with the technician named in the concern. We are conducting an internal investigation and will take appropriate actions based on our findings.

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 27th we had called Tom Drexler plumbing to install our bathtub, waterlines, move the main pipe and use a T fitting pipe to connect the pipes properly and they also were to install the surround for the tub and faucet. We paid over $2,000 for what we thought would be a great deal so we could have our shower properly installed. They ended up connecting the pipes how it already was when it doesn’t even connect properly. When you step in the tub it creaks and moves and makes all kinds of loud noise. We reached out to Tom Drexler Plumbing, they keep giving us the run around and saying they will send someone out and then when the time comes they call back and say they have no technician to send. This has been and on going thing for 4 days now. We can not use our shower, it does not drain. The tub isn’t level. The tub makes all kinds of noise. The floor could possibly fall thru now & if I have to REHIRE someone to do their job that we paid them $2000 to do then they need to be held responsible because everything will be exposed to water and have holes in it if everything has to be moved. They are a terrible company. I do not recommend. We want them to come out and fix the job the right way or we want half of the over $2000 that we paid back because they did not do the job. I have a video that it won’t let me attach of the said tub they installed.

  

  Business Response

  Date: 10/04/2024

  We appreciate the opportunity to provide these services at your
  home. Upon receiving this feedback about the work, we have sent a technician to
  address and fix all the repairs correctly. We do apologize on behalf of our
  company about these issues. Currently, we are confident that the work is
  complete to the customers’ satisfaction.   

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tom Drexler associates came to my house on 7/15/2024 to investigate the cause of a ventilation and back up issue for the house. At the time, unless I had a ventilation cap removed from the line leading out of the house, the toilet would not flush and water would not drain. Upon their assessment, they stated that the cause was cracks in the main pipe leading to the sewer port in the yard and it needed to be replaced. A friend, **** *******, who I rely on for advice and will do future remodeling of my bathroom, called **** ****** and asked if the issue could have been a clogged ventilation. **** ****** responded “no” to that inquiry. Since my understanding was that the only issue was the main line out of the house, I agreed for the work to start. They started the work on 8/5 and completed it on 8/8. Once work was completed, the final inspection was conducted with a smoke test. The work failed the smoke test and a supervisor was called to the home. The supervisor found that the issue to be clogged ventilation. The workers cleared the clog enough for air to pass through but did not clean out the clog and stated that the clog will need to be cleared or the issue would return. I asked the crew if that was the actual immediate issue to my problems. No one directly answered and only stated “you would have had to get the line replaced anyways at some point”. Once the workers left, I called the supervisor, **** ******, and stated my grievances. The issue I called about initially isn’t fully resolved. There is still a clogged vent that will eventually cause water to back up again. Out of that phone conversation, he stated he would have a supervisor call me. I never received a follow up call. I have text **** ****** on 8/9 and 8/14 about not receiving a call and was told that he will have someone call me. It is 8/23 and I have not received any call. I have talked to the financing company and stated all of this so they will not process the order until resolution.

  

  Business Response

  Date: 08/29/2024

  
  Thank you for the feedback on the Plumbing Installation work
  we performed at this customer’s home. Upon receiving this feedback, we reached
  out to the customer and provided more clarification on why the original work
  was needed.  The customer and our management
  team have worked together, and we have addressed all the customers’ concerns. Currently,
  we are confident that the work is complete to the customers’ satisfaction.   

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new HVAC (furnace and AC unit) system from Tom Drexler January 2024. June of 2024 the AC unit wasn't working properly and it was confirmed that there was no freon in the brand new unit. I was patient with them as this was fixed. August 2024 the same issue occurred and was informed that there is a freon leak. There was no sense of urgency to repair my unit as it was extremely hot in my home with my children. I am very disappointed and upset that I paid a significant amount of money for a new HVAC system that isn't properly working or installed improperly from the beginning. The managers could care less to expedite resolving this issue of the customer that has paid for a new HVAC system and a monthly maintenance plan. I'm extremely upset and disappointed. Customer satisfaction is suppose to be their #1 priority but I beg to differ as my was INSTALLED IMPROPERLY from the very beginning.

  

  Business Response

  Date: 08/16/2024

  
  On behalf of our installation team, we want to apologize for
  the problems with the new system. We have worked very diligently to figure out
  what caused the leaks, as well as honored our warranty policy and repaired them.
  We would like to assure the customer that we do prioritize customer satisfaction
  and apologize for the inconvenience this has caused the customer and their
  family. Upon receiving the complaint management has reached out to the customer
  and we have come to an agreement. 
  

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.