ComplaintsforThrush & Son LLC: Complete Home Improvement Company

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home was one of the ones hit by the tornado that came through Brookville on May 27, 2019. We had a lot of things destroyed or damaged on the property including our screen doors in front and back of our home. Thrush and sons were our contractors and did a fairly good job of repairing everything except the screen doors front and back. The person they sent out initially to repair the doors struggled for several hours just to get them on. He kept putting them on and taking them off to adjust them my husband and I watched him. The doors have never been right. Thrush sent another person out to work on them they'll work for awhile then they go back to being ajar and not closing and make a strange vibrating/shaking sound as it starts to close but leaves a gap where a child or pet could go through it. Even when the doors are shut they vibrate as if they are not in their frame the way they should be. The doors have the glass that slides down to expose the screen. Both doors when you shut them the glass part will drop down exposing the screen. I finally had to tape them shut because I was heating the outside. I have contacted Thrush and sons about this numerous times and was even told the owner and a contractor would show up this past June and no one showed or no one called to change dates. I called back and was told they were short handed, someone got hurt on the job, and that they would get back to me. I would like the doors both replaced something is definitely wrong with them since they are the same kind of doors and both have the same exact issues. I was told it would cost me more money to replace them. NO!! Why should it cost me more when they haven't been right from the beginning? I think the problem lies with the initial installer who had such a time installing them in the first place. Its nearly going on 5 years since the tornado and I still have this issue.

  Business response

  01/09/2024

  As stated by the homeowner, this door was installed on a home that was damaged due to the tornado in 2019. This individual has called in multiple times, and every time we have been there to address their concerns and issues. We have adjusted the storm door and done everything to ensure this would not occur again and it does. This product was installed to the specifications of the manufacturer. We feel that there may be underlying issues due to the home being through a tornado. The homeowner has been provided with the information to contact the manufacturer to place a claim with their warranty department. We will continue to help this homeowner resolve their issue.

  Customer response

  01/09/2024

  Thrush sent one of their repairmen out tonight to take photos and I took videos of both the doors for the company that manufactured them. Thrush has sent someone out about these storm doors that keep not shutting including tonight to take photos 6 times now. We are in agreement that something is definitely wrong with the doors since both the front and back storm doors are doing the same exact thing. The photos and video will be sent to the company that manufactured them so hopefully we can get this resolved and these doors replaced by Thrush once and for all. It is a major security/safety concern since they won't latch.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of this year we contracted Thush & Son to install a deck over an existing concrete patio at th rear of our house. The total cost was $7,978.04 which was paid on completion to Thrush via financing,At that time it was known to them that part of the deck,the concealed cellar door was too heavey and needed too have some type of lifters installed too make it safe and usable.Thrushes project super,****, agreed about this and stated they would take care of the problem. As of this date and time after numerous attemps by us nothing has been done.We have called them about every week and half got no answers,only the ranaround ,they have never made any attemp too contact us about the problem.We are very unhappy about this and concerned because our furnace,water heater,sump pump are located in the Cellar that we can not access .

  Business response

  11/03/2022

  Please review the following signed contract with ****** *******. You will see that nowhere in the contract is a mention of installing cellar door gas struts. The homeowners were notified prior to signing their contract that the door leading down into their basement would be extremely heavy as the new door is made of composite and their previous was made of wood. The homeowners stated they rarely go down the stairs leading to their cellar. We attempted to help alleviate the weight of the door during the installation, because we knew it could potentially be a problem, by installing four additional heavy duty hinges with soft close at no additional costs. After the project was completed, we opened the door to test the stability. As time passed, we received a call that the door leading to the cellar was too heavy and they struggled to lift. Again, they knew it would not be a light door due to the framing and the composite wood. We researched and found gas struts that may help alleviate some of the issue and asked the homeowner to order these, because again we are trying to help them resolve the issue and they refused to. We ordered the cellar door struts and had them in hand when this complaint was issued. Our production team has made it to the customers’ home twice now to resolve their issue and even had a solution for their issue. They were not satisfied because the door would not open to a full 90 degree angle. The customer then gave directions for us on how he would like his issue resolved. We advised that this would create a trip hazard and would not work. He stated that he would sign off on his drawings and we installed according to his request. At the time of this response, we believe that we have found a resolution to their issue and we are working to implement it. We value the *******’s business and would love to maintain our working relationship.

   

  ** ***** ******

  President/CEO

  Customer response

  11/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* & ****** ******

  Customer response

  11/04/2022

  In the beging we were not told the door would be that heavy , the lifts that they first put on by there own admission were not strong enough,we opted not to buy lifts for them not known if they would be correct.The door now needs the hinge replace due to it being warped.The brackets holding the lifts they installed are bent due too the extreme weight of the door, The one board has as of yet not been  replaced ,The door is now miss aligned due to the hinge problem and is still a problem to open. Be it known that i'm not hard to get along with,I'm 76 years old and am handicap, We just want it fix as it should be.I'm retired from Mont.Co. Building Maint.Dept,I was a lead Mech.I have 26 years in solving these type of problems.

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