Customer ReviewsforThrasher Foundation Repair

While they came in with the lowest bid for waterproofing my basement, "You get what you pay for" should be their motto - except that I paid way too much for the shoddy job and broken promises I received. I was told I needed to move any remaining items away from the walls they would be waterproofing, which I did, because I was promised they would hang plastic sheeting to contain the concrete dust to as minimal an area as possible. They not only failed to hang the plastic sheeting, they failed to clean up after themselves, including re-installing the cover to my sump pump. This project was completed over the summer, and to this day I am still cleaning up efflorescence around the concrete they poured over the new drains as part of the waterproofing system - a clear indicator that water is still seeping into/onto my floors (which is by defintion NOT waterproofing.) I would not recommend this company, ZERO starts are given.

Thank you for sharing your experience with us, Erin. We're truly sorry for the issues with dust, the sump pump reinstallation, and the efflorescence you've noticed. We strive for clear communication and quality work, and it’s clear we fell short this time. Your satisfaction is important to us, and we’re committed to making this right. One of our managers reached out to you today at 11:30 am about these issues and left a voicemail. We’d love the chance to discuss this further and find a solution. Please give us a call back at 800-827-0702 so we can make things right.

We had three piers installed and the driveway and sidewalk lifted. Dani, the foreman, was polite and stayed in communication with us. He was knowledgeable about the work to be done. The guys worked incredibly hard, respected us and our property, and were careful to clean up the site afterwards. It was great to do business with them.

Thank you Bill for taking the time to leave us a Five Star Review! It really does mean a lot to us when customers take a moment to let us know that we knocked it out of the park for them. We strive to give every customer a great experience from start to finish, so hearing that we did that for you on your Foundation and Concrete project makes it all worth it.

Upon reading multiple Thrasher Foundation reviews, and completing our free inspection/appraisal process we decided to move forward and have them repair our homes foundation issue. They sent a two man crew out to do the job which involved polyjacking a portion of our foundation that had broken, and began sinking. During our appraisal presentation we were ensured of there professionalism, and that they would be utilizing multiple leveling/measurement devices during the repair process. The two individuals that showed up did not utilize a single level, or measuring device throughout the entire attempted repair process. We ended up with high spots/lumps in our floor in multiple areas that we're originally level. Our low spots didn't seem to do much moving. I informed them about our concerns just to have them say Thrasher could possibly come back and have someone grind down the high spots. Not looking to further weaken our already troubled foundation by grinding it away simply to band aid there mistakes. I reached out to our sales representative and told him about the situation. He apologized, and informed me that he would have a supervisor come out to try and resolve our issues. They scheduled another appointment for this to happen. The next crew showed up as scheduled, but somewhere along the lines of internal communication a failure occurred. They were not aware that a supervisor needed to be present that day. The two individuals then left without doing anything to resolve our Foundation problem that was sinking once again. They informed us that they didn't want to cause any further damage. I called back and scheduled a third appointment for today simply to have them no show me. I called again to see what the hold up was just to be told by someone in there scheduling department that they didn't see any appointments listed for us, although I have the email that they sent me with today's date etc. at this point I want my Foundation fixed and a refund.

Thank you, Brandon, for the feedback around your experience with Thrasher. We pride ourselves on quality and professional work and we know Trust with our customers is the most important part of doing business. We apologize this was not your experience and we are learning from it. Effective communication is also important and when that breaks down it absolutely impacts our customers and we are sorry this occurred. Our managers Brandon and Nick have met and been in contact with you and your wife and are working with you on a resolution to ensure your foundation and home is supported and done right.

Told my mother her French drain was crushed without any examination or cleaning of the down spout. She was told she needed a sump pump instead of a French drain for a house with a basement 6ft below ground level with ground water 2ft below the surface. They then did a horrifying job of installing the sump pump. Cutting studs and forcibly snapping off some of the cut studs including at least one structural stud. The concrete work disturbingly uneven and already has separation between the the new and old concrete. This job was done within the last week. They showed up 2 days prior to the scheduled repair telling my mother she would have to wait till early November if she didn't let them start that day, which no one was home for. There was no discussion of repairing the supposedly crushed French drain which is necessary for how the home was built to keep the ground water out of the basement. A sump pump would be a good addition to the French drain but is not a suitable replacement for this property due to the the ground water of the property. The job was poorly planned and was an obvious rush job. If they don't have the time to do the job properly then they shouldn't do it at all.

Thank you for Debbie for allowing us to come back to meet you at your home and discuss your recent experience with us. You explained to us that your daughter who does not live at your home wrote that review. You told us that you do not agree with what she wrote and that your feedback for Thrasher is that you are happy with our work and professionalism of everyone you have been in contact with. Thank you again for meeting with us and for your feedback and we look forward to being there for you in the future!

I had hired Thrasher on 1/2/24 to come out to level/lift my sagging floors. I was told by Scott, the salesman, that I needed 7 smart jacks to be placed under the beam of my house. They would do that by placing 2x2x3 gravel and concrete-filled footings. The work was scheduled for 2/16/24, the team didn't come to my house until 6pm to start the work, which I was really shocked. Then they proceed to place the jacks right on the dirt and didn't place the footings. I advised them that they were not doing the job how I was told. Blake, the job lead stated to me that they didn't do that and that the salesman would say anything to make a deal. Blake and his team didn't listen and proceed to do it their way and didn't even lift the floor. The placed the jacks and left. I had to call and talk to 3 different people, including the upper management. I had to complain several times that the work was not getting done correctly. I had 2 more teams come out to fix the problem. The last team that came out did place the footings but never leveled the house. None of teams game with proper tools either, they used my dads. There is so much more to the story but not enough characters to tell it all. This was a very bad experience all the way around, even with their management teams. I finally got tired of dealing with them because it was hard to get a resolution out of them. Here it is August of 2024, and I’m still working to get my floors leveled/listed on my own, with the help of my father because Thrasher couldn’t properly do the job that they were paid to do. Very bad service from them.

I had some work done in December 2023 that wasn't completed so I didn't pay the bill. I reached out to Mike at least twice via email with no response. On February 5, 2024 I received a call from Accounting inquiring about payment. I stated the work wasn't complete and was told Mike would contact me. I received another call at the end of February again stating Mike had not contacted me. I did not receive a call from Mike until late May or early June. Said I just wanted the bill adjusted for the work not completed. He insisted on looking at the work and then texted me with instructions to contact Accounting to correct the bill. In my opinion, he should have done that and I never received a corrected invoice. On July 31st I received another call from Accounting inquiring about payment and threatening me with legal action. I returned that call on Aug 2nd and did not get a response from their automated system. I again called on Aug 7th and left another message. I finally got a call back after hours, explained my situation and was told it would be looked into. I got a call from Brayden on Aug 9th and wasn't able to return that call until Aug 13th. I left a message for Brayden on Aug 13th and have yet to hear from him. In the mean time, I received notice from them again stating legal action if the invoice isn't paid by Aug 17th. I have never been sent a corrected invoice so I emailed Scott on Aug 15th and have yet to hear from him. Their lack of customer service is unacceptable. I just need a simple answer and can't seem to get it. A one star rating is more that I would like to give.

Brenda,
We wanted to first apologize for the length of time it took to get in touch with us around having an updated and correct balance and complete your project at your home. We know the importance of providing our customers accurate and precise information and we are sorry that didn't happen in this situation. We are taking this example and learning from our opportunities to have more urgency with responding to our customers with an answer and to complete our work on time. One of our managers was able to meet with you recently at your home to resolve the concerns with your balance and invoice as well as fix and improve the concrete work. Thank you for allow us to resolve your concerns and provide us an opportunity to get better as a company.

We contracted with Thrasher to install 7 beams in our mostly finished basement. We received a discount for removing 6” of sheetrock from floor to ceiling in the finished areas of the basement, and our salesman told us his crew would notch out the sheetrock in the ceiling where they needed to install the brackets for the beams. We expected reasonably small sections to be notched out neatly in straight lines, but what we got was 2 to 4 foot sections cut or ripped out with little attempt to make things easier to patch back up. The crew also ripped an outlet off the wall and also the framing stud it was attached to, and they left it hanging out in the open. They also pulled a wire in our closet so hard that it arced and popped the breaker attached to it and broke the light fixture. We sent our complaint to Thrasher even though we never received the survey the crew leader said they would send us. Thrasher responded and wanted to send out a second crew, but we refused, because we feared they would do more damage than good. I emailed them back to let them know we did not want Thrasher back in our home, and I requested they contact me by email in the future, since the stress of the situation was a threat to my wife’s health. Apparently, they didn’t read my email, because next our salesman called my wife and left a message. He told us to get a quote from a sheet rocker, and he would take care of it. Since we have already spent many hours repairing things ourselves, and we don’t trust that Thrasher will actually pay for the repairs, we have declined this as well. I understand Thrasher will attempt to contact us again after this post, but please don’t bother. We simply want others to use extreme caution before ever considering hiring Thrasher. We will never do business with Thrasher again.

Good afternoon Loren, We are incredibly sorry about the experience you had with Thrasher. We own that we should have set better expectations as to what the sheet rock should look like. At times, unforeseen circumstances come up, but we should have proactively communicated that at the time of installation. We strive to make every customer experience a positive one and we would still love the opportunity to correct our mistakes. We are also extremely sorry for any stress this situation put on you, your wife, and your family. We understand that you do not want to be contacted and we want to respect that decision. However, please know that if there is anything we can do to help with the situation we would love the opportunity to make it right and would be happy to pay for any repairs that you have incurred due to this incident. (800) 827-0702

Thank you for responding to my review. I also appreciate you honoring my desire not to be contacted by phone, and your willingness to pay for the repairs we have incurred due to this incident. I believe you sincerely want to make things right. We have elected to do the repairs ourselves and we are probably about 40% done with the repairs. When we complete the repairs, if I send you copies of the receipts for the materials we have used in the repairs, would you be willing to reimburse us for those? I have also had to take a couple of days off from work to work on repairing our house, so reimbursement for those two days would be appreciated as well. Please email me and let me know where I can mail or email the receipts. From reading the other reviews, it looks like most of your crews do a great job, but unfortunately, it seems like the crew that did our job was not one of your better crews.

Lauren. We have sent you an E-mail discussing the reimbursement you are asking for to repair the damages in your home and we will continue to work with you until fully resolved. Again, we apologize about the inconvenience this has caused you.

They damaged my sprinkler line and told me to get it fixed and they would pay for it, and still haven't paid me and it has been months

Good afternoon Tom,
We would like to start off by apologizing that your sprinkler line was damaged while we were doing work on your concrete. Our goal is to provide the best experience possible and that includes being prepared ahead of any work that we complete. 2nd, we apologize that we did not get you paid back in time like we said we would. We have ensured this check is in the mail and on it's way to you and will follow up with you shortly to ensure you received the money. Thank you for following up and allowing us to correct this and make it right for you.

I paid nearly$16000 for waterproofing and this year we had our first heavy rains and our basement flooded! When I called for service they sent a service tech which is another way of saying salesman. He says we didn't but the full package so it's not their problem but for another$8000 upfront they can fix it. now they keep trying to sell me on it .I will never reccomed them to anyone they seem to be a scam to me. I haven't even paid 1/3 of original repair and they want more money .Can't believe this is a part of Theasher.

Hi Nancy, Thanks for reaching out. We would like to try and understand more of what is happening. We reached out via email to you, and you gave us Ron T****'s information. We have tried to contact him 3 different times and unfortunately have not heard back from him. I know you have been emailing Bret. If you could talk with him or Rich who is the GM we would like to see how we can help you get this resolved. Thanks.

I have only one thing to say about Thrasher and the John/Justin Team that came out and completed the project, and that is “WOW” was I impressed from beginning to finish. The google rating was a 5 star without much thought as they deserved much more than 5 stars. Here is how I rated them personally before choosing my ratings. They received a single STAR for showing up to the job site. They received another STAR for being on time and confirming the appointment. They received a STAR for reviewing the project before beginning to ensure complete communication. They then received another STAR for the level of expertise they demonstrated and the trade skills they possess and utilized on the job. Then finally John and Justin earned the final STAR from their teamwork and how they completed the job as a team including clean up and final communication with me and making sure I was completely satisfied. If there were more STARS to give out, they would receive one for allowing me to watch and ask questions during the entire process and they would receive another STAR for being courteous to me during the installation. I was like a little kid asking every question in the book…lol, and for that, they would get another STAR. How did I choose Thrasher you may ask? Well, I considered mud jacking and poly jacking and interviewed about 4 companies and settled for the top 2 volume companies. I signed an agreement with a different company, and I felt like I wanted to wait and talk to concrete replacement companies and the sales representative was very upset and wanted me to keep moving forward to the installation date, but I did not like the pressure and then I told them NO and to respect my decision. Thrasher Foundation & Repair was more than patient and courteous with their sales staff presentation and follow up, as well as the support staff too, so that is what made my final decision to choose Thrasher Foundation & Repair.

Thank you for the great feedback and we are very glad that you enjoyed our process every step of the way. I will be sure to reach out to John/Justin and the team and share this message with them. We appreciate your business and if there is any other questions that come up please reach out. Thanks Scott