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:07/05/2024

  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.

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

  

  Business Response

  Date: 07/12/2024

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

• Initial Complaint

  Date:07/02/2024

  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.

  On May 2nd, a Tom Drexler employee can to my house and quoted me for pipe work. I wanted all the galvanized pipe removed and replaced. I proceeded to do a credit check and get financing set up and signed a contract, as the total for the job was close to $13,000.00. The guy told me that we wouldn’t be out of our home more than 1 day and the water would be turned off and back on daily when they finished each day. I was also told the work would be completed in 3 days.
  The work was scheduled for 6/17, however it was pushed back a whole day without any communication, resulting in me canceling a hotel stay last minute and being charged. The work began on 6/18, my family was without water from 6/18-6/21, so we were forced to stay in a hotel the Entire time. My parents are elderly, my mother has cancer and my dad is an amputee, I also have a 2 year old son.
  The workers that completed the job were totally unprofessional and left my house a mess and cut a joist that should have not been cut. They stained our bathroom floor (which they told me about because it was totally visible) and cut thru our shower, and didn’t even mention it!
  Old pipes payed in my lawn for the duration of the work. Small metal pieces were left behind in my shower and my son cut his foot.
  Being concerned about the work and needing to have it dry walled i contacted them to have the work inspected. People were sent out to look, and to ultimately resolve all issues.
  Since then I’ve been told that our loan was canceled due to wrong info on the application, which I totally unaware until
  The issues arose, and the issues can’t be resolved until it’s reinstated. I will ultimately have to have the work done and pay out of pocket. My parent do not have a functioning bathroom, it looks like a demo project and I’m literally waiting on the financing company ti the resubmit a loan that i was already approved for and signed for, and one that they came and completed work for. This situation has been beyond stressful

  

  Business Response

  Date: 07/11/2024

  We do apologize for any inconvenience this job has caused you. We expect all of our employees to be neat and respectful to our customers and their homes.   We are aware of the problems on the job and look forward to being able to work with the customer to get a resolution.   We are currently working with the finance company to try to resolve these issues so we can move forward in meeting the customer’s expectations.  We will update with a resolution soon.

  Customer Answer

  Date: 07/19/2024

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

  I have had the bathroom drywalled and painted and called a different plumbing company to put the vanity back in, the company told me the drainage part coming from the wall was not up to code and would have to go inside the wall and raise it up and make it up to code. The work should have been inspected, which I inquired about prior to covering my wall and was told an inspection was not needed. I am beyond frustrated with this situation. We have not had a bathroom sink since July 18th. This is unacceptable. Tom Drexler needs to make this right immediately. I’m tired of playing this waiting game. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 08/01/2024

  We were able to get it settled with the finance department and have completed repairs on this customer's home.  This process was delayed but we are working with *** ***** to rectify the situation.

  Customer Answer

  Date: 08/06/2024

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

  I am currently still waiting on a check for $422, which is reimbursement for my hotel stay. 
  Not to mention that the wall in the bathroom that I was responsible for repairing, by having it dry walled and painted had to be cut back into to move a drain pipe to fit the vanity in. The vanity was at my home when the wall was cut into, they failed to view the measurements apparently. This has been exhausting. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 08/12/2024

  We have a appointment with *** ***** tomorrow to personally give her the check for her hotel stay and we recently sent a team to complete the repairs on this customer's home.  We are doing our best to accommodate *** ***** requests in this unfortunate situation by reimbursing her for her hotel stay and making necessary repairs. We recognize that this has been a stressful situation and look forward to regaining this customer's trust.

  Customer Answer

  Date: 08/16/2024

  
  
  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:06/11/2024

  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.

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

  

  Business Response

  Date: 06/13/2024

  
  Thank you for your feedback.
  Our company does offer an upfront pricing guarantee. The technicians provide 1
  to 3 estimates before doing any work, so that the customers have different
  options to choose from. At this time, we will not be able to offer any
  compensation, as we feel we have performed the services at the agreed upon
  amount. 

  Customer Answer

  Date: 06/14/2024

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

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

  

  Business Response

  Date: 06/21/2024

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

  Customer Answer

  Date: 07/01/2024

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

  

  Business Response

  Date: 07/05/2024

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

  Customer Answer

  Date: 07/08/2024

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/05/2024

  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.

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

  

  Business Response

  Date: 06/13/2024

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

  Customer Answer

  Date: 06/14/2024

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

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

  

  Business Response

  Date: 06/21/2024

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

• Initial Complaint

  Date:05/23/2024

  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.

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

  

  Business Response

  Date: 05/31/2024

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

  Customer Answer

  Date: 06/03/2024

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

• Initial Complaint

  Date:05/22/2024

  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.

  Attached is a letter I sent today to Tom Drexler Plumbing

  

  Business Response

  Date: 05/31/2024

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

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

• Initial Complaint

  Date:04/12/2024

  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.

  In June of 2023, we had a leak from meter into house. Tom Drexler gqoted us 6,000. I was not home. Husband told them to go ahead. Although they fixed the leak, they absolutely ruined our yard. We complained and told us to hire a landscaper for probably 2400. We were told rain would take care of the huge clumps. My husband and I called several times. We were told they'd work on it, then call back and said they wouldn't. My husband tired of it and wrote the governors. Within a few days they contacted Tom Drwxler with our complaint. **** from that office called. Said some dirt was coming and they would do what they could. They came one day, not even bothering to tell us they were there and they left the same day. They fixed what the dirt delivered. And they stopped halfway. They never came back. We have called and left messages and calls are never returned. Half our back yard isn't walkable. We are senior citizens and I've already fallen twice with our garbage can. We all can probably agree with many others that we paid way too much. My husband is 86, looked them up and assumed they were a reputable business. Never in our experience with businesses is that they cleaned up their mess before they left. This company on purpose will state you need to pay someone else to clean up their mess. We are not after money or to harm their company. We just want our yard fixed. The guy who mows our yard will not use his mower on the clumpy, pitfilled yard. Thank you for your time. Tom Drexler **** **** **** ************* **

  

  Business Response

  Date: 04/18/2024

  Thank you for
  the valuable feedback. Our company performed an extensive water re-piping
  service for the customer that required us to dig up the yard to properly
  replace pipe in certain areas underground. We try to set the expectation that
  after this service the yard can take up to a year or more before it will look like
  before. We let the customer know that the yard will need time to settle
  and additional attention from the homeowner to restore to original condition. We
  do not offer landscaping, however we will follow up, after a few months, if the
  weather permits to add dirt or more straw as needed. Unfortunately, we need a couple
  of days of good dry weather before we can return to the property otherwise, we
  end up doing more damage; this can prove to be harder in certain months of the
  year. While this kind of work can be an eye sore, we want to provide the best
  quality service to the customer. Upon receiving the complaint management has
  reached out to the customer and we have visited the property and made some
  necessary changes to the yard.  

  Customer Answer

  Date: 04/19/2024

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/11/2024

  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.

  see Attached document

  

  Business Response

  Date: 03/18/2024

  Thank you for bringing this concern to our attention. *** ******** ********* **** is designed for our members to have those specific inspections and
  preventative maintenance services you mentioned done throughout the year. Our
  Customer Service Department attempts to reach out to each member to get them
  scheduled for those appointments; however sometimes we don’t successfully reach
  everyone due to certain call blockers.  Upon
  receipt of this complaint, we tried to get in contact with the customer and
  have not been successful. We suggest that the customer add our telephone number
  to his contacts so that we can successfully reach him for appointments and call
  heads. We also encourage the customer to reach out to us so that we can get them
  on the schedule for the services promised as part of our plan.  
  

• Initial Complaint

  Date:02/26/2024

  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.

  see Attached document

  

  Business Response

  Date: 02/28/2024

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

• Initial Complaint

  Date:02/07/2024

  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.

  Tom Drexler came and changed out my faucet as well as a PVC pipe that would cost no more than $5 at **** *****. They charged me $665 for doing that. It was a non emergency small problem that they overcharged! I had no explanation or receipt from them. When I called to get a receipt and express the fact that I was overcharged they sent me a receipt with no details or explanations of what they did. It was just a piece of paper with their information as well as mine and the total cost I paid. I believe they completely just took advantage of us and because we live in a nice home and neighborhood they thought they could overcharge us. Also, without asking they got rid of my parts, as well as the box with the new faucet that I purchased from ****** and disposed of it. I spoke to a manager and they said there was nothing they could do to adjust anything. I would be willing to post or show you the receipt that was emailed without any explanation of the charges. Please help us with this problem if at all possible. I don’t want others to have this same experience. When you call their automated system talks about how they want you to be highly satisfied. They clearly do not care!

  

  Business Response

  Date: 02/19/2024

  Thank you for your feedback. Our technicians did go to service
  the customer’s home, and provided an estimate of $655.00, for the removal and
  install of a kitchen sink faucet and kitchen sink drain repair; that was signed
  before the work was completed. We do apologize if the technician was not
  upfront about the cleaning up after the service. For best practices, we do
  encourage our technicians to clean up and discard any old parts or old
  fixtures. Upon speaking to the customer, a signed, detailed itemized invoice
  was sent to the customer that detailed the services and prices. The management has reached out to this customer and unfortunately,
  we could not reach an agreement that both parties agreed to.