Thrasher Plumbing Heating

Thrasher was called to fix a leaking hand shower. The plumber Tom was quick to respond at first appeared very nice to work with. He quickly diagnosed the problem to be a cracked inner lining in the hose connected to the shower head (it was 13 year old) and replaced it charging me $571.61 for the job. The shower head was not replaced so the cost of material was only for the hose which now I found out is <$50.00. Within 3 weeks, the hose started leaking profusely, and I had to call him again. He was responsive. I asked him why this hose lasted only 3 weeks as opposed to my original Grohe hose which lasted 13 years without problem. He had no answer for that. He said it will be covered under warranty and he could go and pick a replacement and be back in an hour. I needed to leave for work so we arranged for him to come in two days at 7AM to quickly fix the hose. I did not hear from him for 4 weeks. My husband called the office and the contact person Angela conveyed that the part is not in yet, as the part was requested as a "replacement under warranty". She also mentioned that if we wanted a new hose to be purchased and fixed Tom could do so immediately for $500.00 . By then I know the cost of the part and my husband asked for the breakdown of the previous invoice which she refused to give. My husband asked her to request Tom to call him. Which was also not honored. Next phone call from my husband had angry tone and forceful questioning and request for Tom to call to discuss. Tom did not call. Next day I called and spoke to Angela and all she had to say was about how my husband called repeatedly and got angry last time. I explained to her the mismatch in Tom's response to 'replacement under warrantly' was immediate without delay it should have been done. An unhappy customer is what we were at that point and it was clear in our tone of conversation. Her reasoning for delay and a fat charge of $500 for a quick service seemed totally unfair and was confirmed by other services to be a suspicious one for fast money making. My husband called again to no avail. The contact person kept insisting that the order is placed and will be completed when it becomes available. This led to a request to speak with Tom, which was not honored for my husband. Next day I called and requested to talk to him. he called back to repeat the same story that the part is not available and the corporate warrantly replacements take a long procedure. I reminded him of our conversation that he was to replace it the same day in an hour or in two days and why did not he know of this corporate procedure after being in the business for long and why I was not informed at that time but give the false promise that he could replace it in an hour. He had no anser but to say that he does not want to work with us as my husband appeared angry in his questioning. Overall this experience clearly exposes the work ethics of Tom and Thrasher Plumbing whom we trusted. They cannot be trusted for their timely job completion, or honest information and pricing - all fundamental to a good business practice and customer service. Though late, I did see that their rating is only 2.7/5 and they are not accredited by BBB. I will not use them for any plumbing services.

I basically had two experiences with them. Hence the mixed reviews. The first was very good. Punctual, cordial and market priced. My situation called for unavoidable second visit. I had to call several times to get an update. I finally gave up and never heard from them again.

The plumber from Thrasher was really friendly and nice to work with. The problem with the pipes banging ended up being a small issue that was isolated to the toilet and not anything more major with the pipes. It was fixed easy enough. Everything went well. Then a couple or days or so later there was a residual problem with the toilet. It continued to randomly run. It is a dual flush toilet and I am not familiar with the internal working of that type of toilet. I don't think anything was done incorrectly. But still, there was a follow up issue that I needed to addressed. I wasn't looking for anything. It is a different problem and just wanted it fixed. I called and set up an appointment. I was called the day of the appointment and told parts needed to be ordered and no one would be there that day and I would get a call. Seemed odd since how would they know what the problem was this time. I waited two weeks and called back to check on the status. All this time, the toilet is running. I was told they are "still hunting down parts". It's now been a month and no word from them. Will not use again.

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