ComplaintsforErgeon

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired this company to do a bew gate. Company took ***** pictures and measurements. Installer came out installed the gate, it was perfect, other then a gap at the bottom with enough space for a cat to fit thru. I phone my project manager ******, sent him pictures of the problem. He sent someone to do repairs, the guy came, it got dark, he's working with the light from hom cellphone, both times he came ,it was the same situation. The repair was left worst than when he started, he left a huge gap at the top of the gate. I again informed the project manager, only to get ran around for months, thru late winter. Today June 13th he sends the same guy, who took the gate down, to install a new one, that had the exact same gap at the top.

  

  Business response

  06/25/2024

  Good afternoon. After reviewing this case, it is confirmed that a QA visit has been completed today June the 25th. One of our installers visited the property earlier today and agreed on a resolution (repair) path with the customer. We are currently working on scheduling the repair visit as soon as possible, and we will aim to have this situation resolved by end of month. Please rest assured that we will take every necessary step in order to find a suitable resolution for this matter. We'll remain attentive. Thank you.

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is for poor fence installation at my ******************************, *********, ** property. Contracted Feb 27, 2024, project began April 8th with a 3-day estimate. It's now week ten and unfinished.Issues Experienced:Delays: The project, still unfinished, has now entered its ninth week, experiencing significant delays far exceeding the initial estimate.Persistent Communication Issues: Communication with Ergeon has been a constant source of frustration. Emails outlining critical details and requesting confirmations have gone unanswered for extended periods. My recent attempt to reach *********************, Ergeon's Senior ******************** Manager, resulted in him acknowledging my email but failing to provide any substantive response or confirmation regarding the project's status or upcoming appointments.Unreliable Information and Unfulfilled Commitments: The information Ergeon has provided throughout the project has been unreliable. Promised appointments have not been confirmed, and attempts to clarify timelines or address concerns have been met with silence. This lack of transparency and accountability has made it extremely difficult to plan around the project and hold Ergeon responsible for their performance.Disregard for Specific Requests: Ergeon does not acknowledge any specific requests, raising concerns about their commitment to addressing past issues and ensuring a successful completion.Unrealistic Scheduling: Ergeon proposed scheduling the on-site visit with the Field Director before the installation. This illogical approach would prevent a proper assessment of any remaining problems, potentially leading to further delays and rework.Frustration with Ergeon's Performance:These persistent communication issues have been a major source of frustration. The lack of responsiveness and transparency from Ergeon has left me feeling powerless and disregarded. The project significantly exceeds the initial timeframe, and the quality of work necessitates correction.

  

  Business response

  06/25/2024

  Good afternoon. After checking the status of this case, it can be confirmed that an appointment to complete all necessary repairs has been scheduled for June the 29th. Please rest assured that we will keep on working on this until we get a satisfactory resolution for our customer. Thank you. We'll remain attentive.

  Customer response

  06/30/2024

   
  Complaint: 21819528
  
  I am rejecting this response because:

  A crew did arrive on Saturday, June 29. However, instead of completing the project as promised, they proposed an alternative solution for my convenience. Unfortunately, they once again lacked the necessary materials to finish the job, resulting in another wasted weekend and at least 6 hours of our time lost.
  
  
  It is evident that there are ongoing communication issues and a lack of project oversight. Essential details continue to be overlooked, causing further delays and frustration.
  
  
  Given the persistent problems and wasted time, we remain highly dissatisfied with Ergeon's service. We are requesting the BBB's assistance in assisting a swift and fair resolution, including:
  --Formal Request for On-Site Visit: Once again, we formally request a prompt on-site visit with Ergeon's senior and/or executive management (not a 3rd party contractor) no later than July 15 2024 to assess the project and propose a realistic completion timeline
  --Contract Termination: If an on-site visit cannot be completed before July 15, 2024, we request the termination of the contract without any penalty.
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On April 26, 2024 Ergeons contracted fence company completed a poorly done job of installing a fence. Two weeks and three days later the fence has several issues including gaps in the fence and warping. I have contacted the project manager who said would get the guys out to fix the issue but since theyve already taken my money are being very slow in getting someone out to do it. When I first had issues before they were paid they were here the next day.

  

  Business response

  06/25/2024

  Good afternoon. After checking the status of this complaint, it is confirmed that an internal escalation was created in order to star working on a suitable resolution for our customer. One of our experts took over and has been in communications with ****************, and a revisit has been scheduled on June the 26th. The appointment has been confirmed also with ****************. Please rest assured that we are working on this and we will follow up and take every necessary step until our customer is fully satisfied with the service. We'll remain attentive. Thank you.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Employee **** disappeared

  

  Business response

  10/17/2023

  Good afternoon, ******************, and thank you for bringing this to our attention. Unfortunately, your previous Project Manager is no longer in the company, but all the details of your project have already been shared with your new Project Manager, ***********************, who will be in touch with you as soon as possible. Best regards.

  Customer response

  10/18/2023

   
  Complaint: 20737216

  
  On September 19th, I had a conversation with an individual named ****** from your office. Despite our discussion almost three days ago, I have yet to receive a follow-up or the requested documentation. Specifically, I am awaiting:
  The contractor's license.
  A copy of the permit or the permit application.
  It is essential that these documents are promptly sent to Benchmark. The delay is causing inconvenience, and I urge you to prioritize this matter to ensure that the project can proceed without further hindrances.
  Thank you for your attention to this matter. I appreciate your prompt response and resolution.
  Warm regards,
  
  Sincerely,
  
  *************************

  

  Business response

  10/21/2023

  Good morning, *****. After confirming with your Project Manager, please note that the documents you requested (the contractor's license and a copy of the permit or the permit application) were sent to you on October the 19th. Please let him know if there is something pending. Regards.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re Order #****** ************ Installation Sequence of Events Original Quote Date: March 9, 2023 First Job Completion Date: April 27, 2023 Multiple calls, texts, emails by homeowner to Ergeons Project Manager to resolve flaws in installation, materials, and workmanship Ergeons Project Manager communicate to homeowner their decision to send ***************** inspector to review issues: May, 20, 2023 Inspectors reviewed issues: May, 22, 2023 Ergeon reviewed Inspectors recommendation then scheduled repairs to be done: May 24, 2023 ?Replace ***** boards ?Switch out 5 boards that had been used from the old fence ?Close gaps behind the gates Second Job Completion Date: May 24, 2023 Deliberations between homeowner and their homeowners insurance due to damage to stucco wall that was seen upon initial inspection. Final determination not to seek damages or discount: July 17, 2023 Invoice paid by homeowner per original quote: July 18, 2023 First request by homeowner of Ergeons Project Manager to replace warped boards while fence still under 1-year warranty: July 24, 2023 Ergeon Project Managers response to add the job to their repair specialist the next week: July 25, 2023 Second request by homeowner of Ergeons Project Manager to notify homeowner of when they can expect the repairs to be completed: August 3, 2023 Third request by homeowner of Ergeons Project Manager to be notified as to when they can expect the needed repairs to be completed: August 14, 2023 No contact by any staff from Ergeon, to date.

  

  Business response

  10/13/2023

  Good morning, *******. My name is *************************, and I am an Escalations Manager at Ergeon. First of all, I offer you an apology for the situation you are reporting. After checking your records, it is clear that we dropped the ball here, and the events you are reporting are 100% accurate. This is definitely not up to our standards; the corresponding areas have already been informed. I have personally taken care of this claim, and I am now working on having a different Project Manager assigned to the case. I assure you that we will take care of these issues and complete the repairs as soon as possible. Please expect contact from us before the end of this week.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Approaching three months since estimate performed. Project manager cannot schedule this small job (two gates). I am promised regular communication, and then mainly get responses when I ping for a status update. Cant even get a scheduling commitmentdespite being told repeatedly it will happen. [Note: order continues to have the incorrect address, despite my attempts to correct it.] Of course, nothing in the contract guarantees a specific time frame. But I have lost confidence that progress will be made.

  

  Business response

  09/06/2023

  Good afternoon, all. After checking the details of this project and reviewing communications, there is an installation date already set in our system (September the 11th). Also, the issue with the address is caused by the fact that ****** Maps does not recognize number 15 1/2, but rest assured that all parties involved have been informed accordingly. We are at your service for any further concerns.

  Customer response

  09/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have made phone calls and sent emails. Nobody from Ergeon replies. The first week of July 2023, an Ergeon crew installed damaged vinyl fencing during a new fence construction. The agreement my neighbor and I signed stated that a job ******* would conduct a final walk through after construction. That did not occur. The company has ignored my request for replacement of the bad fence panel.

  

  Business response

  08/10/2023

  Good afternoon, ****. First of all, we offer you an apology for the time it took us to get in touch with you in regards of this problem. The situation has already been escalated accordingly, and your case will be handled by our Quality & Escalations Manager, *****************************. We are not actively working on scheduling a revisit date as soon as possible and complete the repair of your fence. We will be in touch shortly. Thank you!

  Customer response

  08/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Project was in place back on January 30, 2023. Received a quote and decided to go with it. Seen the plan and decided to change the swing gate to a rolling sliding gate. Front yard hog wood fence with baseboards. Items measure, ****** came and marked. Work didnt start due to rain until April, rain again . Moved till the 3rd week of March 2023. Worker comes, late to appointment stated on a Friday and was to finish by Monday. One worker. Sending emails to the Manager of workmanship. Worker did not show up several times. Defects in wood, and ***** post splits, several nails in post, sides falling and gaps in post and the length was shorter than measured out. Emails back and forth, lots of photos, videos. Requested someone above to come out and final the job, No communication between workers and office. ******************* and worker received 1 picture. Appointment today ****, no show AGAIN. This is like the 5th time unacceptable.

  

  Business response

  08/08/2023

  Good afternoon, all. After checking all the details about this case, it is confirmed that the appointment to resolve all these issues has been scheduled for this next Friday, August the 11th. Please accept an apology for the delays, and rest assured that we will not consider this matter closed until our customer us fully satisfied with the project. Best regards.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed my fence and used the old fence wood to attach the fence to my home. They installed a gate that was too big, and now I have to step in my mulch to enter the gate. They faulted me for not approving the right measurements. The installer took the measurements and I moved forward with the project based on the companies expertise to do the job correctly. Now they want to charge me over $1000 to correct their mistake in measuring. Again I was relying on the companies expertise to do the job correctly.

  

  Business response

  07/18/2023

  Good afternoon, ****. Thank you for sharing your feedback with us. This case has now been escalated to **************** and we are actively working hand in hand to find the most suitable solution. Please rest assured that we'll do everything we can to resolve this and make sure you're satisfied with the project. Best regards.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I live in *******, ***** and I contracted Ergeon to build a new Pressurer Teated Pine Picket fence to surround my property's perimeter. It hasn't been less than 45 days and the fence is already showing signs of green algae and mold throughout the entire length of the newly built fence including the gate. In my opinion this is very unacceptable and such a low quality job performance. If the pressure treated pine wood has mold this early, this would mean that the wood is retaining water. Chemicals in pressure treated wood is suppose to protect the wood from rot. However, if there is moisture already the wood is going to rot quickly and not last years as Ergeon advertised and promised. A customer pays a premium for pressure treated wood to prevent issues like this. I called Ergeon to complain and never received a call back. However, when they are eager to get your business they contact you constantly daily. I had to email my complaint to get a response from management. I also complained about the project manager that built the fence. The gate was unstable and the post supporting it was flimsy. The project manager promised to return and attach a bracket to strengten the fence and make it more sturdy, The project manager lied and never returned. That is so unprofessional. A man is only as good as his word. To add insult to injury, the reply I received from management was a slap in the face. Management just suggested it is "normal: for this to happen. True, but not this quickly. Management suggested I just clean the mold off with a cleaner. However, this is not addressing I was lied to. Nor does it address the fact it should not be happening this early with a newly built fence. We paid too much money to have a moldy rotting fence that is not even 60 days old. This is not acceptable and I will never refer anyone to their business if this is the way they operate. In my opinion we did not get the quality of work we were promised in our contract.

  

  Business response

  04/27/2023

  Good afternoon, ********************, and thank you for sharing your comments with us. We have been evaluating this case and it has now been escalated to our Quality & Escalations Manager, *****************************, who has already been in contact with you in order to find the best solution for this situation, starting with a pressure wash of the fence. Please rest assured that we will do everything in our power to turn this experience around for you. Best regards.

  Customer response

  05/03/2023

   
  Complaint: 19987310
  
  I am rejecting this response because:

  I have been in contact with Eregon Quality & Escalations Manager for the last week.  It was scheduled and promised that a project manager would come Wednesday 5/3/23 at noon to power wash and apply a clear coat water sealant.  To prevent this issue from happening again.  Once again the project manage assigned to this project has broken this promise and did not show up for the appointment.  Which has been an incovenience to me and I have missed a day of work.  A person is only as good as their word.  How can it be trusted that Eregon will keep their word if I accept their response answer? How do I know they will not continue to break their promise to make this right.  I have had some unfortunate bad past experience of businesses to renege on their promise after a consumer accepts their answer through the BBB platform.  I will accept the  businesses response after they make this right.  I am a consumer that paid for a project, was promised a good job, and I just want Eregon to make this right.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/05/2023

  Good afternoon, Mr. Bradford. According to the updated information at hand, we are working on setting a date to replace the defective material, since the first solution we tried (power washing the fence) did not have positive results. Please rest assured that we will do everything to ensure a satisfactory outcome for you.

  Customer response

  05/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  As long as the company keeps their promise of having the pickets replaced, I accept their response.  I reserve the right to re-file.
  
  Sincerely,
  
  *****************************

*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. ↩