ComplaintsforThrasher Foundation Repair

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year I found mold in our basement. We ended up finding some serious cracks that hadn’t been repaired correctly before we bought our home and thus water was leaking in and creating mold. We paid over 2k to get the mold removed. We then paid thrasher over 5k to fix the leaks and waterproof. My husband replaced the wall and was unable to get around to the flooring. Once rainy season hit, we noticed water POURING in through the floor and wall, and were putting towels down to catch it. When I reached out via text to our thrasher repair man, he said “no waterproofing was done, I should make sure my door is sealed correctly because it’s probably that”. First of all, the water is pouring in under the wall, there’s no water on the tile which is where it would be if it were coming in through the door. Secondly, if no waterproofing was done why does my bill state that over 3k was paid DIRECTLY towards waterproofing? I’m just so frustrated that we put so much of our savings into fixing this as insurance said they couldn’t cover it as it was repaired incorrectly by previous owner, real estate agent said it’s not worth it to go after previous owner bc he would fight it out and drag it out and make it more costly. We put all this money into waterproofing, water is pouring in and thrasher claims zero responsibility. Oh they also charged us for concrete repair, swore they would fill all our cracks and when I asked why none of the cracks were filled, he said they never said they’d do that. So what did we pay for?! So now what?! (All of the photos said they are too large to upload, reach out if you would like them, I’ve saved everything).

  

  Business response

  09/19/2024

  Thank you, ******* for informing us about your concerns as we absolutely want to make sure you trust us and have a positive experience with Thrasher. One of our best team members and managers came out and was able to visit with you at your home on Tuesday September, 17th. We apologize the original crew did not live up to yours or ours expectations but we will ensure that the work we are coming back out to do on your patio and driveway will be superior work. ******* and *****, also talked with you through with what was originally sold and what work was completed and the plan moving forward for waterproofing. We completely respect that you and your husband want to wait on deciding to move forward with the waterproofing project until you are ready. We will continue to be here every step of the way as we rebuild our trust with you and ensure you are completely satisfied. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I hired this company in March 2024 to tear off our surround porch and rebuild it once they worked on the foundation. He (***** ******) showed up two Sundays in a row to tear it off and then asked for half the payment which we paid $4400. After we paid him, we would say he's showing up on this day and then would not show up and gave us multiple different excuses as to why he couldn't come out. When he finally did come out all he did was dig up some holes and then left and is now unresponsive. I have tried contacting through multiple different avenues and no response. I have had to hire a new crew to do the work and have reached out to ***** for a refund and still no response.

  

  Business response

  08/20/2024

  Hello *******. We apologize for the inconvenience that you had to endure over the past couple weeks with completing the rebuild of your porch. Thrasher employs reputable employees and even though this project that ***** agreed to complete for you was not part of Thrashers work, ***** still did not deliver on his promise. The lack of communication and follow up is not what Thrasher believes in and we are sorry that this situation occurred. ***** has now been able to get a hold of you and agreed to refund your payment in full. Thank you for reaching out and allowing us to make this right for you.

  

  Business response

  09/06/2024

  Thank you, *******, for taking the time to meet with us to resolve these concerns. We apologize this took longer than anticipated but we are making this right and refunding you the amount of $3500. Thank you again for allowing us the opportunity to make this right for you. 

  Customer response

  09/09/2024

  
  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,
  
  ******* *******

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Thrasher Foundation Repair because I believed the concrete slab floor of my house was sinking. I based this assumption on the new appearance of cracks in the interior walls, gaps underneath the bathtub, and doors that no longer close. ******** **** * ******** ***** ******* *o investigate. I believe he intentionally lied to me. ****** said there was a three inch drop, but did not specify the points associated with the drop. Based on my assessment, the drop in the floor was significantly less than three inches. ****** said all cement slab floors are placed on the foundation. This is not true. ****** said he dug down on the outside foundation and saw that the floor was placed on the foundation. There was no evidence of digging on the outside of the foundation. ****** said that the house needed twelve piers placed around the foundation for support, which would cost $38,223.38. ****** pressured me to immediately accept the bid. Thrasher sent a second salesman (**** *******) to provide a second opinion. ******* tapped the floor with the end of a four-foot level and said that there was a hollow space under the slab (I question whether it’s possible to tell through 31/2 inches of concrete covered by carpeting). ******* said the foundation was fine. ******* recommended foam injection under the entire floor to lift and stabilize the floor. He quoted a cost of $9,459.22, which I accepted. My concern is that if I had been less familiar with house construction or had been more gullible, I would have paid nearly $29,000 more than was necessary for repairs that were not needed and could have actually caused damage to my undamaged foundation. I am concerned that other elderly people in similar situations may be taken advantage of and provided unnecessary and costly repairs by **** ****** ** ************** ** *********

  

  Business response

  06/07/2024

  Thank you for reaching out to us and sharing your concern with us.  We take your concerns seriously and want to ensure that we learn from our mistakes and train our teams if there is anything that they may have done wrong communicated incorrectly.  Our GM has reached out to you and set up for another crew to come out on 6/12 and make sure all the voids under your basement slab have been filled.  The GM will stay in communication with the crew and take the learning opportunities we have and share them with the team, so this is not an issue in the future.  Thank you again for reaching out and if there is anything else we can do, please reach out.  Thank you.

  Customer response

  06/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2******** and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had driveway services completed on April 10 & 11. It was a two day process. We paid 5% down on March 20th. We paid after each day's service was completed. The April 11 service was paid but our credit card was billed 3 times for the April 11 service. We should have paid the initial $3,478.06. However, our card was bill 2 additional times for this service. We called the company as soon as it happened. However, there was no response to our voice mail. We call the company on Friday, April 12 and was told the Finance department was closed. We also sent an e-mail or our salesman with no response yet. $10,434.18 billed to card. (should have been $3,478.06)

  

  Business response

  04/15/2024

  Thomas, we are very sorry for the inconvenience this may have caused. We appreciate you bringing this to our attention and allowing us to correct this issue for you. This is not the experience we want for our customers, and we will take your feedback and use it to continue to improve. 

  Customer response

  04/18/2024

   
  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,
  ****** ********

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7-26-23 Thrasher sold me a Push pier and polylevel plan to correct my foundation problems. On 9-26-23 thrasher started the job. The first two days they excavated and installed push piers. On the third day they finished installing push piers and attempted to lift but was not successful. They only spent one hour and fifteen minuets for the whole lifting process. They spent more time with the setup and tear down on the three areas than they did trying to lift. They left at 2:15 that day. The foreman told me that he and a few of the other guys were hungover from partying late at a concert the night before. During that conversation he told me had only been working with piers for about a year. One of their selling points is they have 45 years of experience fixing foundation problems. They broke a wall that had no issues prior to the lifting process and he just said he was sorry. After they left I set up a laser and saw they made one wall worse than when they started. I went outside and took pictures of the work and measured how much was excavated. They excavated 72' when the invoice said they were charging me to excavate 112'. I'm thinking that if 112' would have been excavated the lifting process would have hade a better chance. A couple of piers looked to be improperly installed. They damaged my siding during the work process so I called and talked with customer service and he agreed to get it fixed. He had a siding contractor give him a price and he agreed they would pay that price. He told me that I still owed them money so he was going to have me pay them out of that money. He said we would be good after that. I told him I didn't know about that and that I wished that I never called Thrasher. I was at work so I couldn't continue conversation. He told me to think of what I felt would be a fair solution over the weekend and he would call me the following Monday but that didn't happen. There is more to this but not enough space to complete what needs to be added

  

  Business response

  11/30/2023

  Hello. We have had a production manager go  to the home to meet with Mr.Stokert and take his concerns. Our production manager has shared learning opportunities with the leadership team and his team to ensure they are being coached to, and ensure we can learn and be better in the future. Our manager and Mr. Stockert are going to remain in contact through this process as we continue to resolve the issue with the piers, and come to a resolution.

   

  Thank you

  

  Business response

  12/21/2023

  Hello. We have been trying to reach out to Mr. ********. I have gotten correspondence from the manager trying to reach him through emails and call logs, and we have not been able to reach him to this point. We would like this resolved, but are just having trouble getting in contact. We would like to talk about this more with Mr. ********.

   

  Thank you

  Customer response

  12/24/2023

   
  Complaint: ********
  
  I am rejecting this response because: I received 1 email on Nov. 29. ****** started email with saying I am working with accounting regarding the invoice issues and will get back to you as soon as I get an update. I didn't reply to the email because I thought ****** would be calling me. I also received 1 phone call with a voicemail on my work cell on Dec.13. This was after my last response to BBB on Dec. 9. I misplaced my work phone prior to receiving this call. When I recovered my phone and saw the message I returned the call to ****** on Dec. 20. I left him a message of what happened and left my home number to call me at. I made a second call to him on Dec. 21 leaving my home number again and a third call on Dec. 22 with the same information. If there has been any other attempts I have not received them.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/24/2023 ***** with Thrasher was supposed to start project. However, he stated he was sent on another project - this was Monday - and he could not start on Tuesday as that was his day off. He spent Wednesday and Thursday on the job. However, upon completion the concrete repair and repair on the crack in the RV garage was done very poorly. ***** and I talked about this poor work and he stated that was all he could do. I had another project for the front driveway scheduled for August 4, 2023 with another crew from Thrasher. That went well and looks nice. The foreman, Todd, looked at the work done on the RV garage and indicated this was not a good Thrasher job. He contacted the project manager, **** ******, and did not get a good response. I contacted Thrasher on August 26, 2023 to elevate the issues. Lisa with Thrasher responded on 8/28 indicating she forwarded this to the project management team and **** ******. I responded back to her on 9/19 indicating that I have not been contacted. I have pictures of the poor workmanship and I desire the work be redone at no cost to me. Since another Thrasher employee looked at this and tried to make some corrections indicates the workmanship is very very poor and looks unprofessional. They also damaged the siding on the RV garage that I expect to be repaired. ***** admitted he hit the siding with his sander but the damage done by removing the concrete damaged the siding on the bottom of the RV garage.

  

  Business response

  09/19/2023

  ******, I apologize about the quality of the work that was performed and the lack of communication on our part. I was able to reach you on the phone and we discussed that that Thrasher will be returning to your home early next week and we will resolve all your concerns with the quality of work that was left not meeting ours or your standards. Again, I apologize about any and all inconvenience and we will do what ever it takes to make this right. Thank you

  Customer response

  09/28/2023

  Pls do not close this case -- Thrasher is still working to provide a resolution. They were at my house yesterday and have come up with a solution. But Thrasher has to get other contractors scheduled to resolve the issue and they are working on that. Until the work is done I don't want the case closed. Thank you.

  

  Business response

  10/06/2023

  I have been in connection and talking to ****** about the 3rd party contractor preparing to come out and replace her concrete and siding. We are still waiting for these contractors to complete the work but ****** has initially had conversations with these contractors to do the work. ****** was having difficulty hearing back from the contractors about an update of the work and after this conversation with ******, I told her we would be reaching out to the contractor on her behalf to resolve her concerns and to ensure they complete the work soon. This is still ongoing and we will continue to stay in touch with ****** until this is resolved.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were sold by the salesman a very expensive solution to our sinking and crumbling raised concrete porch. The porch is now level, this was achieved, but the porch is still falling apart. I find their practice to be very predatory in the fact that this porch was not worth saving. I have talked to contractors about “resurfacing” which is all I was supposed to need after. And ALL have said it would have been a better solution to have torn it out and done it right. Which may still have to be done. The porch is now a hazard of loose and crumbling concrete that is our only way into the house, and it’s an eyesore. ** *** *** *** this is now very dangerous for him. The buried down spouts that were done, now cause flooding in the yard, were not set well and have caused a problem where there was not one before. These guys are ***** *** ********, taking advantage of people who do not understand how these things work.

  

  Business response

  06/12/2023

  Hello, we have spoken to this customer. We are sending a refund for the portion of the job that is going to need to be redone, so that it can re-poured. I do believe this was a satisfactory resolution for the company and the customer

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From: Taylar ****** Date: Wed, May 3, 2023, 9:57 AM Subject: Thrasher Deposit To: ************************ <************************> Good morning, Richard! This email serves as confirmation that your deposit refund has been initiated as of yesterday. Our accounting team cuts checks every Wednesday, so it will be going out today and be to you in about 7-10 days. Let me know if you have any questions. Thanks! Taylar ****** Account Manager Office: ************ Direct: ************ Fax: ************ ***** ****** ***** ***** | ********** ** | ***** ..................WARNING........ SO...******** ** **** **** *******! After canceling a driveway project because THRASHER REFUSED to honor its price match guarantee, they refused to refund my deposit. After several contacts, I finally got THRASHER 's email saying the check is in the mail...it WASN'T. Get a second estimate before trusting THRASHER.

  

  Business response

  05/23/2023

  Good morning. I had the pleasure of speaking with Mr. ***** this morning. I explained the following. The deposit in our system shows as being refunded, and it was accidentally coded wrong, and was not sent out. This is a mistake from a newer employee that we will learn from, and I personally will go through with her to make sure we do not have the recurring issue moving forward. I have spoken with the AR team, and the check is being expedited and will be sent out this week. The part that we initially denied the deposit refund. Our Price assurance guarantee says that we will either match the price, or, if we do not feel comfortable with it from a business decision standpoint, we will refund the deposit. Mr. ***** should have not been told no initially by the specialist that he contacted with the bid from the other company. I have spoken with the sales manager on this, and he is going to speak with the specialist and also make sure his entire team knows and is on board with the Price Assurance Guarantee policy. Based on my conversation with Mr. *****, I believe we have satisfied the complaint, and I definitely have some take aways from him on how we can be better moving forward.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Midwest Foundation Repair (identified as MFR for space; also known as Thrasher) after I began getting water in my basement last summer. A representative came out in Jun 2022 and gave me a quote totaling $****** for concrete leveling, new sump pump installation, and basement waterproofing (plastic sheeting on the walls and two types of floor drainage systems). When the repairs were completed in Sept, there were various issues. The sump pump did not pass inspection with the city. I was told by the crew that the crew would come back and meet the plumber (sub-contracted by MFR) to re-do the sump pump and have it re-inspected. This did not happen, yet the crew had requested the balance payment on the day the sump pump did not pass inspection. I paid the balance trusting that the company would return and complete the job. Then there were issues with the trench drain installation. I had been told that I would be able to re-floor over the trench drain. The trench drain grates were installed significantly lower than the level of the floor making it impossible to re-floor. I repeatedly phoned MFRs customer service number in Oct and Nov. On one occasion, the customer service person told me I was responsible for hiring a plumber to fix the sump pump and have it pass inspection, despite that being part of the quote and money that I had paid. On other occasions, I was told that I would be contacted back by someone and then never received a call back. In Jan 2023, I attended a home and garden show in ********* ****, with the express purpose of talking to someone from MFR about the unresolved issues with the project and the lack of customer service. I spoke to the representative at the show and he followed through with having someone come to fix both the issues with the sump pump and the trench drain. A new crew came in Feb to rip out the trench drain and to re-do it, but the sump pump issue remained unresolved. In Feb, I had both MFR and a competitor, ************ ******** ******* (in the same network of companies selling the same foundation products) come give me quotes for additional foundation repair issues. I told the representative from MFR that I would not be paying them anymore money or hiring them for any additional jobs until the sump pump issue was resolved. In the end, I hired ************ ******** ******* for the foundation repairs. Their quote was much different and much cheaper than MFR. Additionally, the ************ ******** ******* representative expressed concern at the waterproofing that was done in my basement by MFR, stating that work was done that didn't need to have been done and the work that was done was extremely poor quality. If those concerns are true, not only was I unethically overcharged for the unnecessary work, but it wasn't even done to meet industry standards. As spring has arrived, my backyard has now turned to a marsh around the sump pump drainage line that MFR installed when they installed the new sump pump last fall. I previously had a sump pump that drained into my backyard without any issues of wetness in the backyard where it was draining. Dirt has now washed out around the drainage pipe and the grass around the area has died. Last week, ************ ******** ******* completed my foundation repairs. This crew expressed concern about the waterproofing sheeting on the walls of the basement installed by MFR not being sealed, the concrete work from the floor drainage systems being very poorly done, and that my radon mitigation system (previously installed prior to any of this work) was no longer drawing radon after being fed into the new sump pump by MFR. I again reached out to MFR to ask them to resolve the issues. A tech came out today to examine the still unresolved issues with the sump pump not passing inspection, as well as the new issues around the drainage line and the radon system no longer functioning. The tech did not have any records of why the sump pump did not originally pass inspection. He says he addressed the issues of the sump pump not being sealed around tubes feeding into it, which he said would cause the radon system to not draw. He stated that the waterproofing sheeting was done correctly (I have no way of knowing if that is true). When he looked at the issue in the yard around the drainage line, he told me that it would be an additional charge to fix that issue. I told him I refuse to pay them any additional money when I am still dealing with issues from a paid project that was meant to be completed eight months ago, while receiving abysmal customer service from their company. As of the completion of this visit today from MFR, the only issue possibly resolved is the radon mitigation system. I am still no closer to having this job completed. I have significant concerns that they are overcharging customers for work on top of doing poor quality work. The quote MFR gave me for the foundation repairs was nearly $****** more than the quote from ************ ******** *******. Despite reassurances from various MFR employees that my poor customer service experience is not the norm, I am left with no other conclusion than it actually is a pattern of behavior within the company, since it keeps happening. I was not provided any receipts from my payments, but I have uploaded the original quote.

  

  Business response

  05/08/2023

  Hello, we have contacted Ms. *********, and we are getting back out to her house to fix some things that did not go well. We have hired a plumber to get the permits pulls for the city to come back and inspect the sump area. We have gotten a hold of a radon company to inspect and ensure that the radon system in the home is working properly. We are moving this forward with Ms. ********* to ensure resolution with all issues as soon as possible Thank you

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Thrasher for sidewalk and driveway repair. They said they could do the work and we signed a contract. During the course of performing the work they ran into a problem. The problem has caused a trip hazard. They told me the tech made an error and that they would need to replace part of the concrete sidewalk. I have called several times and each time they promise to resolve the mistake they made. I still have the trip hazard which needs to be repaired before someone trips and hurts themselves.

  

  Business response

  04/28/2023

  Hello. We have been working with Mr. ***** to get a concrete company to come and pour new concrete in the areas affected. The concrete crew was scheduled for this week, but it has been raining, and they are telling us they cannot do it during this weather. We are going to follow up on Monday and stay on the concrete company to make sure they get there and get Mr. ***** taken care of and get this matter resolved as soon as possible. Thank you for your time

*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. ↩