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 has 4 locations, listed below.

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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:05/22/2023

  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.

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

  

  Business Response

  Date: 05/23/2023

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

• Initial Complaint

  Date:05/22/2023

  Type:Customer Service 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.

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

  

  Business Response

  Date: 05/31/2023

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

  Customer Answer

  Date: 05/31/2023

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

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:03/20/2023

  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.

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

  

  Business Response

  Date: 03/23/2023

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

• Initial Complaint

  Date:01/11/2023

  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.

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

  

  Business Response

  Date: 01/23/2023

  Dear Ms. ******,

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

  Best,

  *****

• Initial Complaint

  Date:10/26/2022

  Type:Sales and Advertising 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.

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

  

  Business Response

  Date: 10/31/2022

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

• Initial Complaint

  Date:09/26/2022

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

  

  Business Response

  Date: 09/29/2022

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

• Initial Complaint

  Date:09/12/2022

  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.

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

  

  Business Response

  Date: 09/13/2022

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