Tom Drexler Plumbing, Heating, Cooling and Electric
Reviews and Complaints

HVAC guy came out and lied to my face about a cracked heat exchanger, didn't bother to mention that the piece had another 10 years left on the warranty, and used scare tactics about carbon monoxide poisoning to try to sell me $6,900 worth of equipment I didn't need. When he called dispatch, he put it on speakerphone, and the first question the woman on the phone asked was, "Does she want financing?" I've called 3 times trying to get the service fee returned, because I don't think I should have to pay for someone to come to my house and try to scam me. Avoid this company. They care more about sales than they care about the customer. I had another HVAC-only company come out and say my furnace was incredibly well maintained. They showed me with a camera that there was no crack and that the problem was I had too thick of a filter. A $15 fix.

I had a frozen pipe, but I did not know this at the time. All I knew was the hot water was not working. I paid $99.00 for a service call so the technician could tell me I had a frozen pipe and he didn't do any work at all. I feel that if I could have talked to him on the phone for about 5 minutes and explained the problem, he could have diagnosed it and told me for a much smaller fee, say $25.00, the problem could have been diagnosed without the need for him to drive 45 miles roundtrip, This works for doctors, I talk to them on the phone for minor problems and it saves the doctors time and my time and at a greatly reduced fee. I don't know why this service could not be offered by Drexler Plumbing. The technician was fine and just following company procedures, I don't blame him, but I think management should consider this procedure in the future. Such a waste of time and money.

Great customer service. Tom Drexler called this morning to confirm an appointment for later in the day. TD's customer service tea, called to notify Josh was 30 minutes away. Josh called and said he would be onsite in 15 minutes. He arrived on time, with a lot of advanced notice (that we really appreciated.) He was very polite and knowledgeable. We had purchased the furnace maintenance with TD and Josh was coming out to do the check up. He did a very thorough review of our furnace (was here for about an hour and a half) and let us know his findings. Based on what he found today, he arranged for a free estimate for tomorrow to discuss buying a new furnace. Our furnace is about 17 years old, so we knew we needed a new one. We didn't have to call to schedule, Josh coordinated the follow-up appointment for us. We are very happy with our service with Tom Drexler. They are a well coordinated team from start to finish.

Had them repair sewer line. Starting getting water in my basement. They told me it was groundwater. Asked them to come check for leak. Sent someone and he came at night and was unable to read meter. A week later still getting water in basement. Contacted them about downspouts and whether they were still connected to sewer line. they said it was against the law to reconnect to sewer line, so I asked why they didn't tell us that. They said they should have capped them when the line was put in. They had to send someone out to fix that. Still water coming in basement, still saying ground water. Finally sent plumber and he said it was a leak. That was about six weeks after the sewer line was put in. Plumber asked if I thought they were responsible for the leak. Since it had never happened before, I felt that something they did could have caused it. He gave me an estimate on repair. I called again to schedule and the person that answered they phone said she was going to have supervisor came to check it out. I told her I would find someone else to do it. Felt like we were getting the run around.

The work installing my walk-in tub was ok, however, they were to clean up after themselves, "I would not know that they had been here" is what I was told. After the job was done, I found where they had done work in my basement and failed to clean it up - WHAT A MESS! I tried cleaning it up myself, and fell off a ladder 3 days before having to have my 4th knee operation. Had they been true to their word and cleaned up after themselves, this could have been a different review. They also, messed up my baseboards in the hall bringing in the tub itself, and broke ceramic tile towel holders in my bathroom, which are now pieced back together. When I told them about the mess in the basement, their answer was the take $100.00 off my bill - unbelievable. All of this doesn't include how they tried to bill me for more money than I owed. I explained that they should have their paperwork in order before billing and calling customers asking for more money than owed... very unprofessional. I guess sometimes you need to learn the hard way, which I did. I hope this helps others from this kind of business dealings.

shut off our gas service late on a Friday night, because they told us it had a leak. They told us the leak must be fixed before they would turn the gas service back on. It was late, and cold, and we had no heat. We called Tom Drexler, and they sent a Tech the next day, (Saturday). Since it was a serious leak, he couldn't perform the repair that day, (reinstall all new gas service line from the meter to the furnace and water heater with cut offs, etc.). But first thing Monday, Michael *** and Chris ***, (two of Tom Drexler's Techs), were here and working, tearing out the old gas line, and replacing everything new. Michael and Chris wore shoe coverings while they were in our home, were super courteous, and highly professional. They not only replaced the old gas line, cutoffs, etc., but tested the lines to make sure they were tight. Then, they stayed with us until LG&E sent a Tech out to test the new line, approve it, and turn the gas back on. Before Michael and Chris left they cleaned up all of their work area, put everything back in place, and restarted the water heater and furnace. I cannot recommend Tom Drexler's service enough!

Three years ago we used Drexler to remodel our guest bathroom and we knew that we would be using them again for our master bathroom remodel since we loved the finished project. Our installer, Wes C., was fantastic which reinforced our high opinion of this company. Wes showed up promptly each day of the 4 day project which was a total gut job down to the studs. Our home has a log exterior which also presented issues for Wes since he had to somehow make square the log wall that was NOT plumb while installing the new bathtub panels that go up to our 9 ft ceiling. From his friendly, professional demeanor to his painstaking attention to detail, he impressed my husband and me from the very beginning. His helper, Peter, put down large blanket-type coverings to protect our floors on any area that they would be walking on and each day everything was cleaned up before they left our house. Wes had us look at the progress numerous times to make sure we were pleased with everything he was doing. There were a couple of small issues that were immediately taken care of, such as buffing out a surface scratch in the new deep bathtub. I have said numerous times that we know that problems coming up are a normal part of any project, but what matters most is that the issues are resolved in a timely fashion and to our satisfaction. We are in love with our new master bathroom. Thank you for a job well done

If I could give this company ZERO stars it would be so. Here is what happened. I made an appt for A/C repair last week, today is MAY 25 ,2021, the day that the customer service rep told me that the technician would be here. She would not give me a time, but said that they would call me near the time they would show up. So that means, I have to take off work to be here. That means, since I take off work for the entire day, that I am definitely expecting that TOM DREXLER would follow through on his comittment to send someone to my home to assess my a/c---which is scrapping, banging, and making some other weird noise when it shuts off---sounds like the whole unit jumps. Well I get a call from a guy who wants to confirm that I am on a standby list and that they will try to get to me today. WHAT! What does that mean--"standby?" He, and Haley, and dispatch all told me that they had other appts today, "88" people without a/c. Now, why do I care about that. What about me. I made an appt last week. And have waited and waited until my turn came. I even took off my job today--lost money from work---just to be here. HOW HORRIBLE. HOW DECEPTIVE. NO ONE TOLD ME THAT I COULD POSSIBLY BE ON A STANDBY LIST IF DREXLER Felt it more urgent to see someone else. SO, i guess 88 people call DREXLER today between 8am and 10:30am and said, "my A/C is out, please see me today---or else!" But little ole' me, who waited her turn, and who has remained hopeful that my A/C will last until DREXLER gets to my home was just had hopes on top of the DECEPTION. Does anyone think that I would take off of my job, and miss therapy appts just to, maybe have someone show up and fix my A/C? Well, NO! I am so DISGUSTED and ANGRY and HURT that TOM DREXLER, doesn't even consider my time as a human being. HOW DID ComplaintsBoard.com give him the ETHICAL AWARD? HOW DOES DREXLER KNOW THAT THE PEOPLE HE PUT ABOVE ME WILL EVEN AGREE TO THE TERMS OF HIS CONTRACT? I WONDER IF MY ZIP CODE---40211 HAD ANYTHING TO DO WITH JUST PUSHING ME AND MY NEEDS TO THE WAYSIDE. DO NOT USE DREXLER---BECAUSE YOU WON'T GET THE FULL STORY UPFRONT. DON'T WASTE YOUR TIME.

Installation mistake of a Natural gas water heater on a propane gas line by technician Michael *** nearly cost me and my family our lives. Worse situation is the Ky Plumbing inspector approved the installation w/o knowing our gas type. I want to write the owner to let them know how serious this situation is. Especially when no one apologized for the mistake that caused my basement to fill up with carbon monoxide that morning in mid October. Since we are working from home, my husband noticed the smell at 8:30am. To make matters complicated the tech did not arrive until 6:45pm on Thrus. evening to come look/repair the unit. He left after turning off the gas and the hot water heater only to say the techline was not available at that time of night and told us to call back in the morning. All Friday, I called asking when a another tech would be coming. Then the front line call taking rep on Friday evening at 4:30 called to tell me and my family that they would not be able to replace the water heater until the following MONDAY. Not a supervisor called but the front line call taker. Really? 3.5 days without hot water in October. If Then on Monday monring if I'd not called twice to inquire where abouts of the technician on Monday morning and spoken to Randy...I would not have had the tech Michael out to start draining the defective units that sooted up while another fellow arrived shortly after with a new Propane water heater to complete the installation. No verbal apologies , no acceptance of fault, no invoice for the new unit. as promised by Randy the supervisor. This company has poor business relationships and is only concerned about their bottom line,. No care or concern about the homeowners and customers . As they say on the phone, "the technician is finishing up on another call right now and will call you when he is available." I heard that 10x's and finally told them that I do not believe what they are saying. Tom Drexler Heros at *** Games is a nice promtion but if you can't treat your regular non heros with care and concern then your company is a hipocrite. All I want is an invoice for the replacement unit and the owner to say they make a mistake and express concern and apologize for it. Yes a new water was installed but my faith is shaken in a local company that does so much for the community. I believe shopping local is important. Tom Drexler must get back to basics and take responsibility and accountability for your mistakes. Before it does cost someone families their lives with another mishap like mine.

Approx. 2 weeks ago my pipes backed up in my house. I call Tom Drexler because they had a $99.00 special to unclog any drain. A plumber arrived at my house in the early afternoon and looked at the problem. Went to the basement and said there was a place where the pipes could be cleaned then he said another plumber would be arriving later to unclog the drain. I asked why he couldn't do it and he said he was a "plumber". Go figure. Around 5 pm 2 Drexler trucks arrive at my home. Two men said they were there to fix the drain and proceeded to look around, went to the basement, out in my yard, etc. Then one announced he had to remove a toilet to clean the drain. I thought nothing about it until the time to pay. He charged $300.00 and change. I asked about the special and was told that since he had to remove the toilet it was more! None of this was told to me before he began. The second man began working on me, Told me I need $21,000.00 in pipe repairs. I mentioned at my age, 75, I was not going to pay that. He told me I could finance the cost! I kept telling him no. He finally told me for $1,200 I could get some of the work done. I kept telling him no and assumed he worked on commission and saw me as an easy target. I asked why he even came since I only had a blocked drain and he said his boss told him to come. The entire experience was awful and a bit scary I don't know when I've run into anything like it. I was telling my daughter about it and she told me she'd had almost the same thing happen to her. There was water leaking in her house so they called Tom Drexler. She was told her whole yard would need to be dug up and pipes replaced. Luckily, they had to get approval from the city before they could dig. That afternoon her husband was examining the pipes and saw that a water valve that was turned on. He turned it off and the problem was solved. THEN...my other daughter had a problem with her AC and called Drexler (too bad none of us had compared notes) A Drexler repairman came out, got the AC running but charged her $1,100.00. It ran for almost a week then stopped. She called Drexler and was told they didn't guarantee repair work and my daughter needed to buy a new $8,000.00 unit from them for her 1400 sq. foot house. She called another HAVC business (after 2 days of no air conditioning) and a repair man came out to look at it. HE TOLD HER THE FAN HAD NOT BEEN ATTACHED AND CAME LOSE! Which caused the AC to stop. Drexler also hadn't cleaned the unit as promised. The new repairman repaired it and left her with a bill for $80.00. Not sure what's going on with Tom Drexler but you can't continually cheat and lie to customers. It always catches up to you!

Tom Drexler is NOT the upstanding company I thought it was. Do not trust them! Most people are very happy with their dealings with this company; I am not! I seem to fall in that small percentage where things do not go correctly, but I feel they would have if the company had done its job correctly! I bought an HVAC (***) system from them in August . So it is only 2 years old. However, since 2018, I have had nothing but problems. They have had to come out 3 or 4 times already to check the air conditioner because of the moldy, mildew smell coming through my vents. They discovered that the duct work they put in for a new vent they installed for me had broken loose because it was not correctly installed and was lying on the ground in the crawl space pulling air from the ground. After they fixed that, I could still smell the moldy, mildew air coming from my vents. A technician came out and he could smell it also. So, they sent someone into the crawlspace and discovered some places they needed to seal. I still had an issue, so, they sent someone else out and he told me it was because of my crawlspace and the damp smell there. He said their system pulls stronger than the one I had and that is why I smell that. Makes no sense to me. Why would it be pulling air from crawl space? So, he threw a deodorizer into my return duct to help with the smell. All that did was sort of mask the smell coming from my vents. During all this time, I was having major breathing and coughing problems and had to have several tests run on my lungs. Then start on allergy shots for mold. The other day I discovered the pipe going into the furnace was leaking. They came back out and this time the technician actually knew what he was doing. He told me the unit WAS NOT installed correctly. They are coming to fix it and to install at no cost UV lights (which they say cost $1800) Compared to other companies, they should not cost that much, and the lights will cost me $200 every 2 years to replace the bulbs. They also told me that I will need to install an electronic filter which is about $700! I will have to pay for that. I was also told that the 10 year warranty I have on the product (which is one of the reasons I went with Tom Drexler) isn't worth much since the $175 per year maintenance plan had expired. So, I was told I need to continue buying it every year! This is ridiculous and a rip-off! Why was I told I had a ten year warranty if I have to also pay $175 a year for a maintenance plan? The tech that was here this last time actually told me I am what they call a "white glove" case. I need to be treated like a frickin' princess because I am not happy with their company and they need to make me happy. His words, not mine. On top of all these problems, ever since I had them install the unit and I have had the moldy mildew smell, I have also had an issue with slugs inside my house. I never had this problem until they installed a new air conditioning unit that brings moldy, mildew air into my home. My recommendation for this company is...DO NOT USE THEM!

The following incident happened on [protected]: I have been a LONG TIME customer with Tom Drexler and in general in the past, have given praise to most of their employees but in this case I'll have to make an exception in this case regarding one of their employees', I am very upset with the plumber. Though he was polite and considerate, However, his judgement, in hindsight is questionable! Here is the situation in detail: I needed the kitchen sink plumbing repaired and for him to detect where a water leak is because I had been experiencing high water bills with no significant change in daily activities, and I had already conducted a toilet leak test which passed. After his investigation, he determined that there was a water leak between the house and the street and told me all of my options. I expressed interest in one of the options to have the water line replaced and water heater upgraded but expressed concern about the price and told him, I would have to get other estimates from other companies to make a decision. He said, no problem, upon replacing the faucet and replacing some piping under sink. He came out and said that he would call his supervisor, to see if he would discount the price more but was unable to get ahold of him. The plumber said to me, I'm just going to make a judgment call here and take off a $1,000 of my $7,000 bill, I still thought it was bit steep but reflected back on the many good experiences in the past with Tom Drexler and gave the price and him the benefit of the doubt and accepted. The job is scheduled to be performed on [protected]. Not to mention, the plumber mentioned to me after he went up into my attack, that he noticed alot of lint had piled up on the floor and walls because the dryer vent did not go thru the roof to the outside as it should. He suggested for me that I may want to consider getting an estimate to have that fixed as well. I am not agile enough nor do I think my body frame would be able to gain access through the small opening into the attic so I cannot judge for myself or verify what he said so I took his word and judgement call and have already scheduled Tom Drexler to come out again this upcoming week to give me an estimate on that situation. Upon completion of the work in the kitchen, the plumber. showed and demonstrated that the faucet and leak below the sink and had been successfully repaired. I paid him in full for the job. After he left my house, I went out to wash my hands in the kitchen sink and guess what? When, he hooked up the water line, he hooked it up wrong. If you turn on the faucet for the hot to come out, the cold comes out and if you turn on the cold the hot comes out. He reversed the lines. Now, I realize people make mistakes but this is ridiculously so simple. Doesn't he know Cold goes to Cold and Hot to Hot? Well, I attempted to reach his supervisor by phone but it was the end of the day and the supervisor had already left. So now, guess what they have to send out another technician on Monday to correct the mistake. Additionally, if this plumber. makes such a simple mistake then how do I know and can rest assured that his JUDGMENT was right about suggesting that what I needed was a replaced water line and heater, which is a far more complex judgement call? In closing, I get no pleasure in complaining about this but feel it's necessary considering all of the facts of this case. Not to mention, I had to spend the last 45 minutes to compose my thoughts and type this review. I think a SUPERVISOR needs to come out and verify that I do need a new water line and at a minimum think I should get an additional $250.00 discount for this inconvenience! I have been a long time customer with Tom Drexler and they are more than welcome to verify my history with them. I hope you will take my poor review seriously. Thank you.

On July 6 I paid for a new air conditioning unit. It was determined on July 9 that they could not supply this service, and agreed to refund my money. I still have not received the refund as of July 29. I have called 4 times, and get the run around.

Had one electrical plug replaced outside wall of house this was done on 9/23 Amount charged was 327.99 Was not told this cost included electrical inspection I did not ask for. Asked for a refund for service I did not want. Refund amount of 198.00. Was told refund in mail have not received as of 1/2721 Have called several times

They missed two appointments with me. Both times i took off work to meet with a plumber who didn't show up either time. The first time they waited until the end of the day to call and tell me they were stuck on another job and rescheduled. I rescheduled for 2 weeks later and took off work that day as well. That time they didn't call at all. I don't trust the service at this business after this experience.

I had plumbing work done. I asked for an itemized bill but was told I would receive one the next day. It had a maintenance plan included that cost 99 dollars. I plan was mentioned the day of the work and I accepted but I was not told of the cost. If I had I would not have accepted the plan due to the cost. In a return e-mail I asked for the plan cost to be removed from my bill. No response. I asked for the telephone number of the owner so I could call the guy. No response. All I want is for the plan cost to be removed from the bill and a credit returned to my *** card.

Tom Drexler had come to install a new pipe to prevent sewage from backing into the basement. They hit the water line into the house which put dirt in the faucets. Instead of following the process and draining the line. The plumber clogged our faucets and messed up the toilets. But they gave us 2 new faucets and one is worse than what was originally in the house as it constantly runs. When he tried to fix the toilet he made them run as the bulb was to low for the water level. I have since gone back and adjusted them to work. When they dug up the yard they mentioned in would be like they were never there. 6 months later there is still a giant mound of dirt in the front yard. There has been no indication they are ever coming back as we have tried to reach a manager and they all seem to be out when we call.

After getting new kitchen countertops and new sink, I called Tom Drexler Plumbing for work including 2 new shut-off valves, disposal and faucet hookups. I spoke with *** and asked for a lady that was a daughter to a previous coworker. She refused to let me talk with her even after asking 3 times. I gave her the order. *** arrived Thursday and gave me an estimate of $1,200+ for the work. I stated that the price was too high and he reduced it about $100. But he insisted that I buy their disposal even though I had bought one. He replaced the valves and came back Friday with a coworker to finish. *** again strongly insisted that I buy his disposal priced at about $250 vs. mine at $115. I said that he had a choice to install mine or I could pay him for the work done already and I would get someone else to do the remaining work. He agreed. I ask about the dishwasher vent and stated that it was recommended to me not to us the above countertop airgap but use an alternative high loop method. He didn't seem to know about that and I offered a number I could call to give instructions. He refused and said he would take care of it. I felt intimidated and somewhat threatened by his strong approach. I paid for the work, but received no paperwork before or afterwards. He said he would send it by mail. Now I am concerned about wastewater backup in my dishwasher since I saw nothing like the alternative recommendations that I had read about. (Is it up to code?) Shouldn't he know about this method?

Salesperson assured me I was buying one thing, but on paperwork wrote and then later installed another thing- which does not work in my house or take care of the problems I listed that originally lead to me purchasing a new system. Have had on going issues since time of purchase. Have made many calls to customer service to try and get this resolved. At time of purchase was also told filters were included, they are not. After many issues with system I consulted another company, who told me none of the parts listed on my original contract match what was installed. Called Drexler about this, they assured me everything was correct and again sent people out to look at the system- who told me there was nothing to be done because the original salesperson did not spec the house right for the correct system. After speaking with the customer service person I again was told to give it time to see if their fixes worked. I have given them enough time. I called yet another company who repeated the same thing- the system which was installed is not correct for my house and is not what I was originally supposed to have gotten. I paid a tremendous amount of money for someone to have not taken the time to find out what was the correct size for my house. I was told by the salesperson at time of purchase that after three service calls if it is still not correct they will remove the entire system and refund the customers money. I have repeatedly called for assistance and this has not been done. I'm seeking to have my money refunded so I can get a system that is correct for my house.