Complaints

This profile includes complaints for Thrasher Foundation Repair's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Thrasher Foundation Repair has 11 locations, listed below.

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  Thrasher Foundation Repair

  11844 Valley Ridge Dr Papillion, NE 68046-6229

  
• 

  Thrasher Foundation Repair

  3721 W Old Potash Hwy Grand Island, NE 68803-4907

  
• 

  Thrasher Foundation Repair

  1120 S Lewis Blvd Sergeant Bluff, IA 51054

  
• 

  Thrasher Foundation Repair

  9652 Hanover Ct W Commerce City, CO 80640-8470

  
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  Thrasher Foundation Repair

  Lincoln, NE 68508

  

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:07/06/2025

  Type:Service or Repair 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.

  I had a door that would not always open or close and a crack above this door. In 2022, I met with a Thrasher sales representative. Since Thrasher is a quality company and a leading expert in the field, the Thrasher salesman provided me with a solution that would be 14 piers at a cost of $27,931.60 to fix my problem. In June 2023, the Thrasher team came to install the fix. The team that came did not have access to the blueprint of the project to fix my issue. They just knew that it was for 14 piers. After the piers were installed, I had a contactor fix my crack above the door and the drywall cracked soon after. I contacted Thrasher, and a technician came out to my home. This technician was unable to find any paperwork for my project, so I showed him what I signed and was sold/agreed to even though, the crew did not follow the plan. The technician stated that I needed to wait a minimum of 6 months before any repairs to allow for settling to occur around Thrasher’s piers or things will break. He offered that Thrasher would pay for my wall repair and crack when I had it fixed in 6 months. In summer 2024, I had my drywall fixed again and submitted the bill to Thrasher. Within a week, the crack above my door cracked again. Thrasher sent out two more technicians over the next few months to monitor changes and a technician provided what he thinks is a solution for another bill of $7392.93 that I would have to pay on top of what I already paid of $27,931.60 to fix that one issue. Now, after working through Thrasher’s process of sending out multiple teams, technicians, and contractors to repeatedly fix my crack, Thrasher is providing me another solution for more money. Having the massive Thrasher bill has also caused my credit score to lower.
  Due to BBB complaint write-up restrictions, I cannot fully write my full story and complaint. This is only a short summary, so I am attaching a supporting document of my complete complaint and experience.

  

  Business Response

  Date: 07/10/2025

  ****** thank you for taking the time to share such a detailed account of your experience. We want to sincerely apologize for the frustration, inconvenience, and lack of follow-through you’ve experienced throughout this process. This is not the standard of service we hold ourselves to, and we take your feedback seriously.
  We’re grateful you’ve been open to speaking with Mitchell and Jordan about your concerns. We recognize the time, effort, and trust you’ve invested, and we deeply regret that our work has not yet provided the peace of mind you expected — and deserve.
  Our Regional Manager, ****, along with ******, will be visiting your home on the 16th. Their priority will be to listen, review everything thoroughly, and work with you toward a resolution that makes things right.
  Thank you again for your patience and for the opportunity to do better.

  Customer Answer

  Date: 07/23/2025

  Thrasher and client have come up with a mutual agreement to address the BBB complaint.  Thrasher and client are satisfied with the plan going forward.

  Thank you,

  ******  

• Initial Complaint

  Date:07/01/2025

  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.

  On July 3rd, 2023, we finalized a contract with Thrasher to permanently stabilize our foundation walls by installing anchors, making an initial deposit of $2,523.38, with the total cost amounting to $12,616.91 after the completion of the work. However, on June 4, 2024, we were alerted by our tenant about water intrusion in the basement. Upon contacting Thrasher, a technician noted that no baseline measurements had been taken for the anchors, leaving him uncertain about their effectiveness. He subsequently provided a waterproofing quote of $4,500. On June 13, 2025, we reached out to Thrasher again after discovering water leaking from the anchors, and despite showing the technician video evidence, we were again advised to invest in waterproofing. We requested to speak with a manager, ****, who was supposed to call us back but never did, leaving us with only another quote. This situation raises serious concerns about the integrity of the work performed, as we question why waterproofing was not included if holes were drilled in our basement wall. We demand repairs for the leaks and seek clarification on why baseline measurements were overlooked after our significant investment, as we feel we are being taken advantage of for additional costs.

  

  Business Response

  Date: 07/09/2025

  We’re sorry for the frustration this situation has caused, and we appreciate the opportunity to address your concerns.

  
  After our technician **** visited the property, he identified two anchor points with signs of minor leaking. The remaining anchors were dry. He also found elevated moisture readings in the bedrooms along the same wall and walked through those findings and possible solutions with you. Based on the conditions during the visit, including active water from recent heavy rains, he chose not to fully remove the plates to avoid introducing additional moisture. He shared his intent to return once the area had dried to properly reseal the anchors.

  
  We acknowledge that **** did not follow up as promptly as he should have, and we sincerely apologize for that lapse in communication. He has since been trying to reconnect with you to schedule a return visit and complete the necessary re-waxing.
  Please return ****'s call, or contact us at ************, so we can ensure this next step is completed and continue working toward a resolution that meets your expectations.

• Initial Complaint

  Date:05/31/2025

  Type:Order 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.

  I signed a contract for some work on April 30, 2025 and paid a $2246.20 deposit. Was told the work would take two full days so I took May 21 and 22 off. Also had to pay $299 for a dumpster for them to put drywall and stuff in. I received a text from them the night of May 20 that said they had something in the morning to do but would be there in the afternoon. By 3 on the 21st they still hadn’t called to say when they would be at my house. I called Thrasher and cancelled the work at 3 and then at 3:10 they called and said they were on the way. I told them to nevermind because I just cancelled. I asked how long they work till and they said 5. Even if they got to my house at 3:30 they would of only been there for an hour and a half till 5. So I wasted a whole day and how was the work going to be done in 2 days when they would of been there for an hour and half the first day. **** ****, the guy that originally came out called me back after I had called his phone but he was busy when I had called. He tried to get me to still do the work and said they would hold my deposit in case I wanted to do the work at a later time but I said no. Doug was great when he came out. I have no complaints against him. He also said he was going to call the home office and see what happened to the lack of communication. I also sent an email to the project manager *** ********* about cancelling and never heard anything back. All I want is my deposit back due to their lack of communication and I don’t believe they would of been able to do what was originally a two day job in one day and an hour and half. The $299 I paid for the dumpster I will just eat that cost.

  Customer Answer

  Date: 06/02/2025

  I have received a full refund from Thrasher today 6/2/25.  I have no further complaints against them,

• Initial Complaint

  Date:05/28/2025

  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.

  We contacted Thrasher and ****** ***** inspected our property 6/28/23. Based on his recommendations, Thrasher installed foundation piers on the W & SW side of the garage, waterproofed the N & E walls of the basement & added a compression guard in the driveway – which we were told would solve our issues. They installed piers on the W & SW sides of the garage with many issues, rescheduled teams, and revisions of their plans.
  Before waterproofing the basement, we asked for supervisor inspection due to unease about the back & forth on the piers & work that was done. **** ***** reviewed the property and our concerns and said that our house would be used for better training.
  Feb 12, 2025 **** **** completed the 1st annual inspection of the property and found that now the N & S sides of the house have settlement/twisting. **** agreed neither the N nor S sides were in the initial proposal and could not locate their initial measurements. He escalated this and supervisor ***** ******* later confirmed that there was no record of measurement for the North, South or East walls in their systems.
  We now have what appears to be a twisting house causing issues with loose floorboards in the living room and bedrooms on the North side of the house, issues with the front door and the back door closing correctly, and a large crack in our back patio - on top of the tens of thousands to now level the N & S sides of the house.
  ***** ******* took our issues to management & agreed to nothing. We asked for Thrasher to do the right thing in fixing this as we did the recommended work to resolve the issues they proposed to us when they told us they would solve our problems. They lost or did not record the initial measurements of the house, which only allows me to say that had we known that the work Thrasher did would create whole house issues, we never would have allowed them on the property. I want a full refund for the work done and payment for the cost it will take to fix the Thrasher debacle.

  

  Business Response

  Date: 06/03/2025

  Hi *****
  Thanks for taking the time to share your experience. We understand how frustrating this situation has been, and we’re sorry it’s caused stress. Home repairs can feel overwhelming, and we take that seriously.
  
  We want you to know we’re committed to our warranty and standing behind our work. That’s why multiple team members have reviewed your project and confirmed that the original work was installed correctly based on the benchmarks and records in your file.
  
  That said, we also understand you’re seeing new concerns on parts of the home that weren’t included in the original scope of work. When those came up, we offered 2023 pricing and allowed for a quantity discount to help with any additional repair costs, and respected your choice to hold off on further work.
  
  **** is scheduled to meet with you on June 10 to do a full inspection of the home. The goal is to make sure everything we’ve done is performing as it should, and to help you clearly understand what’s happening and what options are available moving forward.
  
  We want every homeowner we work with to feel informed, respected, and confident in the decisions they’re making. We’re still here, and we’re ready to help.

  Customer Answer

  Date: 06/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am Not satisfied with your response. The only settlement issue disclosed to us was around the West side of the garage, not 3 sides of the house. The additional settlement/twisting happened after Thrasher completed work. How did your technicians know how to adjust piers if they had no idea what the rest of the house's measurements were? More importantly, Feb 2025, we were advised by Keith to wait on the newest proposal given to us, and have him recheck everything since there was no record of the initial measurements for the N or S sides of the house; we scheduled an Aug 18th appt. Thrasher offering us 2023 pricing for a 2025 estimate tells me I'm on the correct path with this.

  
  
  
  
  Sincerely,
  
  
  
  **** Rhods

  

  Business Response

  Date: 06/17/2025

  Hi *** and *****

  Thank you for taking the time to meet with **** and share your concerns. We understand how unsettling it can be to notice changes in your home, and we appreciate the opportunity to return and perform a full inspection.
  
  During our recent visit, we conducted a thorough evaluation of your foundation and found approximately 1/4" of settlement on both the north and west basement walls. We also noted vertical cracks below two bedroom windows and discussed that these may not be due to settlement, but rather potential heaving. You also mentioned creaking floors and an issue with the front door not latching—both of which can be influenced by floor joist movement and humidity. While your Sedona dehumidifier is helping manage moisture, we discussed that further stabilization of the floor system could be achieved with jacks and beams if needed.
  
  You asked for reassurance about future damage, and we explained that foundation movement is often driven by soil and weather conditions, which are unpredictable. The only way to guarantee against further settlement would be to pier the entire home and install a full-perimeter WaterGuard system in the basement.
  
  We’ve scheduled a follow-up appointment for late fall to re-measure and monitor any changes. In the meantime, we’ll be sending **** a copy of our most recent measurements for your records, and all documentation has been uploaded into our system.
  
  We’re committed to helping you protect your home and will continue to be a resource as we monitor and assess the situation together.

• Initial Complaint

  Date:05/14/2025

  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.

  hired thrasher on 4/17/25 to repair driveway and sidewalk. work was completed on 4/30/25.
  driveway was not leveled, slab was raised creating a tripping point where it joins with garage floor.\ and left a low spot that retains water. several other areas also create tripping points. end of driveway was also supposed to be leveled at street and it is not.
  
  total cost was 1171.87 paid on 4/17/25 and 4687.50 paid on 4/30 as specified in contract.
  
  i have contacted thrasher on numerous occasions and never calls returned. will not contact them again.

  

  Business Response

  Date: 05/22/2025

  Hi ********
  Thank you for giving us the chance to make this right and for working with **** to find a solution. We’ve agreed to replace the upper section of your driveway at no charge, and we’re currently in the process of getting the job scheduled. The installation should take place within the next week, and **** will stay in contact with you throughout the entire process to ensure everything goes smoothly.
  We appreciate your patience and the opportunity to correct this.

  

  Business Response

  Date: 06/10/2025

  Thank you for speaking and working with our manager, ***** We understand your frustration with the delays and the differing information you’ve received, and we sincerely apologize for any confusion or inconvenience this has caused.
  
  To clarify, we have explained that a warranty revisit and a refund are mutually exclusive options. The refund was designed to help cover the cost of the repour you requested. **** has secured a bid from a trusted third party for the repour, which is less than the refund amount, and he is working to get this scheduled as soon as possible.
  
  We appreciate your willingness to move forward with this approach, and we are committed to resolving this matter to your satisfaction. We will continue to facilitate the process and keep you informed every step of the way.
  
  If you have any questions or would like to discuss this further, please don’t hesitate to reach out to us directly.
  
  Thank you again for your patience and cooperation.

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I feel that their negligence created this problem and they are attempting buy their way out without resolving the problem. I feel they should fix the problem they created—nothing short of that make me a satisfied customer. I would not recommend them to anyone for any work to be done. 
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/12/2025

  Type:Billing 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.

  I paid a dept and my balance was due at the end of the job ! This is the cashiers check ! Thrasher has been billing me over and over saying I owe ! They say my credit union would not pay this cashiers check ! They have also billed me incidental charges that were not in my contract for $22.67, they could not collect that ! I lm for Accounting Manager and Tara called me back ! I just want this resolved

  

  Business Response

  Date: 05/20/2025

  Thank you for reaching out, and we’re truly sorry for the confusion and frustration you’ve experienced.
  
  **** from our team is actively working with you to resolve this, and she’s ready to process the cashier’s check as soon as it’s received. We appreciate your patience as we work through this.
  
  We also want to apologize for the miscommunication, this is something that should have been handled with a phone call rather than through text and email. We regret the inconvenience and are committed to making it right.
  
  If you have any further questions or need additional support in the meantime, please don’t hesitate to reach out.

• Initial Complaint

  Date:04/16/2025

  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.

  I did financing with good leap through this company and have been charged when the job is not complete! This is after I have already had issues with this company doing my Foundation Repair with work looking terrible. Wrinkles, sagging, and uneven coverage of my moisture barrier.. I have supporting straps that are not installed. I have water pipes and a gas pipe with metal they installed pinching them! I was promised I would not pay until the job was complete to my satisfaction! The job has also not been inspected by my city inspectors!

  

  Business Response

  Date: 04/23/2025

  Thank you for taking the time to share your experience. We understand how frustrating this situation has been and sincerely apologize for the inconvenience. We also appreciate you meeting with our Production Manager, *********, to discuss your concerns in person.
  
  While the initial revisit was scheduled for April 22, we’ve honored your request to move the crew’s return visit to May 14. During that visit, we will address the issues you’ve mentioned—including correcting the moisture barrier, properly installing the support systems, and evaluating any concerns with the water and gas lines.
  
  ********* will be available for a video conference with you before the crew leaves that day to ensure the work meets your expectations.
  
  Your trust means a lot to us, and we are fully committed to making this right.

• Initial Complaint

  Date:04/11/2025

  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.

  On August 20, 2024 Thrasher stopped by my home to provide a quote to address sagging concrete from my sidewalk and garage. I walked them through the issues and their feedback was they could correct the issues. They also recommended a compression guard and based on their expertise I also had that included. On August 20 I received the quote and I decided to press forward with the work. No issues until January of 2025 (see the attached pictures). I called Thrasher in January and provided them the same pictures and an appointment to get the issues resolved was scheduled for April 11. When the Thrasher tech arrived he looked at the issues and said "this is heaving" and referred me to the contract stating that heaving isn't covered. He also stated that caulking wasn't covered either but he would do some caulking. When he was done he told me he took pictures, was going to engage his management and asked me what I wanted done to resolve the issue. My response was I wanted the concrete leveled (again) and the response was "this is heaving and not covered by our warranty." I paid $6,931.28 for the work.
  
  My concerns:
  If the tech could determine "heaving" was the issue after a five second inspection why wasn't that mentioned before I shelled out 6,931.28? Why was I upsold a compression guard?

  

  Business Response

  Date: 04/22/2025

  Thank you for sharing your experience. We’re truly sorry to hear about your frustration and appreciate you bringing it to our attention.
  
  We also want to thank you for taking the time to meet with our manager, ****. After reviewing the situation, we understand your concerns regarding the concrete issues that developed and the recommendation to install a compression guard.
  
  That said, we recognize that communication around expectations could have been clearer. During your meeting with ****, we discussed those concerns and agreed on a partial refund for the polyurethane work completed in your garage. That refund has already been submitted to our accounting team for processing.
  
  We also want to reassure you that the compression guard remains a valuable part of the repair. It was installed to help absorb pressure from expanding concrete slabs and is designed to help prevent future damage caused by shifting or movement.
  
  Additionally, all the work remains under warranty, and we will continue to stand behind that product moving forward.
  
  If there’s anything more you need, we’re here to help. Otherwise, we hope this resolves the matter to your satisfaction.

  Customer Answer

  Date: 04/25/2025

  I'm fine with the resolution but would like to wait until I receive the check from Thrasher before officially closing this issue. 

  

  Business Response

  Date: 05/07/2025

  Hi ***** 
  
  Thanks for the update. We’ve worked with our accounting team and can confirm that your refund has been submitted. If there’s anything else we can do for you, please don’t hesitate to let us know.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair 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.

  I purchased my home in September 2021, at which time there was a slight bowing along the side of the house, with repairs had been made to stabilize the foundation in that area. This issue remained unchanged for over two years after I moved in.
  
  In December 2023 Thrasher repaired a broken beam. After the work was completed, I immediately noticed changes: the kitchen floor had been lifted during the repair. Gaps appearing in the kitchen floor and around the cabinet above the stove, initially I attributed these changes to normal settling after the repair. This fall however, I observed the side wall of the house beginning to noticeably bow and I discovered cracks in multiple walls forming. Concerned, I reached out to Thrasher again.
  
  During that visit, the technician implied that my house might be beyond saving, suggesting that I sell it to a developer for the land. I was also told that Thrasher might not want to work on my home further, as it might be "too far gone." Then I received a quote for $25K+. Concerning me also is that the repairs quoted in 2023 were not aligned with the areas of my house that are failing now. These comments left me worried about the safety of my home, as well as the expertise of the Thrasher technician as this new major issue was not observed in the previous evaluation less than a year before.
  
  I took immediate action to protect my property and well-being, consulting with seven foundation repair companies and an architect.
  
  During this process, it became clear that the floor joists are not sitting on the sill plate. This misalignment contributed to the foundation caving out and has exacerbated the side wall bowing as a result of the work performed by Thrasher. The floor joists are the ones directly impacted by the repair less than a year ago.
  
  While I understand that errors can occur in older homes, the additional $21,000 required to correct these issues should not be solely my responsibility.

  

  Business Response

  Date: 12/24/2024

  Thank you for bringing your concerns to our attention. At Thrasher Foundation Repair, we take great pride in providing quality solutions and exceptional service, and we are deeply sorry to hear that your experience did not meet these standards.
  
  We understand the frustration and worry this situation has caused, and we want to assure you that we are fully committed to making things right. Our General Manager, ***** has already been in touch with you, and we appreciate the opportunity to exchange information and better understand the details of your case. As a next step, **** will reach out to schedule a meeting with you and your engineer/architect.
  
  Additionally, we will be offering you a refund as part of our commitment to resolving this matter fairly. Please know that we are taking this very seriously and are dedicated to restoring your trust in us.

  

  Business Response

  Date: 01/03/2025

  Thank you, ***** for taking the time to speak with our VP of Operations, ****** as we work to resolve this issue. We appreciate your patience as you and ***** continue to communicate regularly while you both wait to hear from the architect, who is serving as an independent 3rd party in the situation to help us come to a complete resolution.
  
  Again, thank you for your patience, and please continue to reach out if needed. 

  Customer Answer

  Date: 01/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, this is not yet resolved but ***** is working on it and communicating effectively while we wait for third party information.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:10/24/2024

  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.

  In May 2024, they came out to fix the sidewalk and part of the driveway. Since then, we have experienced multiple issues with with cracking of previously perfect slabs that they didn't touch. They were called and sent a rep out some weeks later. He came out, looked around and was blaming the environment, "Street Creep", shoddy original construction, etc. while being shown new damages they created with their "Repair Solution". The rep said he would have another repair crew available the afternoon of Nov 26th. I have since contacted actual concrete contractors who have expressed in no uncertain terms that everything Thrasher said was a load of horse manure. I did some research and found several cases where hush money was paid in exchange for not reporting them

  

  Business Response

  Date: 11/01/2024

  Hi *****, thank you for taking the time to share your feedback. We appreciate you allowing our Production Manager, *********, to meet with you to discuss your concerns. After his evaluation, we identified some minor settling in our previous work, which we’ll be addressing under our warranty, as well as new damage caused by improper drainage from a downspout. We’re scheduled to complete this warranty work in November, and we look forward to resolving this for you.
  
  We understand that the discussion around potential causes may not have fully aligned with your concerns, and we apologize if this led to any miscommunication. Clear, accurate communication is a priority for us, and your feedback will help us ensure that our team continues to improve in this area.
  
  At Thrasher, we stand by our commitment to transparency, quality, and ethical practices. We take pride in being accountable for our work and in learning from each experience to serve our customers better. Claims related to hush money or unethical practices don’t reflect our values, and we want to reassure you that we do not condone or engage in such practices.
  
  Thank you again for your patience and for giving us the chance to make things right. If there’s anything more you’d like us to address, please know we’re here and ready to help. We’ll also follow up after the warranty work to ensure everything meets your expectations.

  

  Business Response

  Date: 12/19/2024

  Hi ****** 

  We are happy to keep this open until after our crew comes back out on December 24th. Please don’t hesitate to reach out if you have any additional questions or updates in the meantime. We truly appreciate your patience and the opportunity to resolve this for you.

  Customer Answer

  Date: 12/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This was their 4th visit and I can not in good conscience recommend Thrasher services to anyone. I'm not really sure if they are just incapable of delivering on "Promises Made", don't really care once they have your money or if they are doing their best with an inferior product. I must say that the last guy they sent was pretty slick but knew I was right. I have to say, he almost made me optimistic this time but, alas. Caveat Emptor qui verum investigat. Thrasher will be added to my list as mala fide persona non grata.

  Close this as my mother doesn't want them to return. Heck of a way to treat a vet and his family.
  
  
  
  Sincerely,
  
  ***** ****
  ***** *********