Job review from Jeanna in Altoona, IA 50009 on 07/09/25

HORRIBLE COMMUNICATION & BILLING! We had 2 projects, the concrete and the gutter guards. I received a generic email indicating Mark Klamm would be our project manager. There was no way to directly contact him with questions. I received 2 times for service with each project on 7/2/25. One team was to arrive between 8 & 10 AM and the other between 10 AM & 12 PM. At 10 AM I still hadn't been notified that a team was on the way. I replied to the text message indicating the service times and was told that someone was reaching out to the project management team and crew for an update. At 11 I sent an email back to the generic email referencing my project manager (who better to solve the dilema?!). I also contacted our salesperson, Michael Lown. He replied within minutes that the team overbooked for the day but they were on their way and would be contacting me before noon. The concrete team called at 11:30, on their way. At noon I still had not heard from the gutter team. I reached out to Michael again and shortly after that text, I received a call from the office (an Emily?) apologizing that the gutter team was also overbooked but also had troubles with cell service and wouldn't be able to come out on 7/2/25 as scheduled. We rescheduled the service for 7/3/25. Both crews were professional and polite and did a great job. We paid for the concrete on 7/2 at the end of service and paid for the gutters on 7/3 at the end of service. The price charged by the gutter person was incorrect, they accidentally applied the 20% deposit even though the concrete team had already used it. I anticipated we still had an ~$2000 balance. I received a text and email at 7 PM on 7/4 (a holiday and Friday night) indicating we still had a balance of ~$5400. I replied to the text indicating we had already made a payment & I would need an invoice for the remaining amount due as their calculation was wrong. I was told they would reach out to accounting. I received duplicate automatic texts and emails requesting payment on 7/6 and 7/8 at 7 PM. Our credit card payments fully processed on the morning of 7/8. I attempted to call the accounting department but you're given a generic number and placed on hold for 10 minutes before you're dumped to a voicemail. Not once have I been contacted by Mark, the project coordinator. The accounting team can't keep track of payments correctly and then send somewhat repeated texts and emails requesting incorrect payment amounts. While I would work with the salesman again, I'll never use Thrasher for another service because the company has horrible communication. It's almost impossible to actually talk to a human. As I type this, it's 7/9 and after making 2 calls to the company with no ability to talk to a person, I texted the generic text number again. I was told accounting would call. We'll see what happens.

Michael was very polite & professional. He provided me with options & did not pressure me to do all of the add-on services. When we had troubles on the day of service, although it wasn't his role, he stepped in and helped. He even came out to the house on 7/3 and checked in on the gutter team and followed up on the concrete project. I was at work that day & he sent a text updating me and confirming we were happy wtih the work completed. I feel he went out of his way to do what was within his control to make sure we were satisfied with the company. Michael gets 5 starts.

The crew for both projects were great. Professional, polite and cleaned up 100% of their mess. When there was a potential conflict with the work order & what they saw, they discussed options with us to confirm what we wanted done. Very happy with their service.