Complaints

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

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• 

  Ergeon

  548 Market St # 50929 San Francisco, CA 94104-5401

  
• 

  Ergeon

  25 Pompton Ave Suite 101 Verona, NJ 07044

  
• 

  Ergeon, Inc.

  10 Glenlake Parkway Suite 130 Atlanta, GA 30328

  
• 

  Ergeon

  1914 J N Pease Pl Charlotte, NC 28262

• 

  Ergeon

  Nashville, TN 37209

  

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:09/12/2024

  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 had a fence & gate ***laced 3/29/24. The original gate had a deadbolt that was keyed to match my house keys. The Ergeon customer service *** told me that this deadbolt would be transferred to the new gate. Instead the installer disposed of it & installed a different lock on the new gate that only locks from the inside, which was not what I wanted, so he came back the next day to ***lace it with a new one that locks from both inside & outside. This new lock was not keyed to my house like the original deadbolt he was supposed to use, but I was flexible & accepted the solution. The lock worked fine at first, then after a few weeks the post was no longer aligning with the latch so it wouldn't close all the way, presumably as the wood started to set/shift. I reached out to the ***, ************* asked me to take videos of the lock & send them to an Ergeon email address, which I did on 5/1/24. I heard nothing back, so I messaged him again on 5/31/24. I heard nothing back again. On 6/4/24, I was trying to to take out my trash & couldn't get out of my own back yard because the lock was jammed shut, again all because the ************ don't align correctly when I try to close the ********* either doesn't latch all the way and won't lock, or when it does latch all the way it gets stuck & I can't get out. I reached out to ******* again, he apologized & told me someone would be in touch. Never heard back. I called to follow up in August 2024 & was told that someone would be in touch within a week. Never heard back. I called again this ************* ****** emailed be back saying they can't do anything because locks are only covered under warranty for 30 ******** first brought up the issue 32 days after installation. The lock itself is fine, it just needs adjusted so the ************ align correctly. My warranty includes gate readjustments within 90 ******** ***orted the issue well within 90 days. I explained this in a ***ly to ****** & sure enough, no response...

• Initial Complaint

  Date:08/30/2024

  Type:Order 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.

  It took two months to obtain the permit. The permit was obtained in the beginning of August. We are now at the end of August and the company will not complete the project. They excavated holes on my property, and now Ive had open holes for one week and all theyve done is finally dropped off the post for the Fence project. And will not answer phone calls project managers continue to be unavailable.

  

  Business Response

  Date: 09/03/2024

  Hello All,

  We are opening a formal claim for the issues at hand. An Escalation *** will be reaching shortly. 

• Initial Complaint

  Date:08/29/2024

  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.

  The quote given February 6, 2024. I was excited to get my new fence. Along the way I had added more fence to project. In May I got final estimate and signed contact. From then on nothing has gone right. I keep getting run around on when this is going to even start. 30 phone calls, numerous texts and NO ONE can give me a time of installing fence. I get promises that they will get back to me and they do not called back. This goes on for weeks.. The permit was held up as there was no ******* comp, waited for that to process. It finally processed and permit was issued and representative said she will call to set up installation that next week I do not hear from her and then call back and she is no longer working with the company. I get another representative and he is out of office. ******** said he would help out and get back to me and no phone call. Losing faith.

  

  Business Response

  Date: 09/03/2024

  Hello,

  We are truly sorry about any inconvenience caused. We are opening a formal claim and will be reaching out to you shortly. 

• Initial Complaint

  Date:08/21/2024

  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.

  My wife and I hired Ergeon **** for the installation of our wooden fence in 2023. A couple of weeks after the installation. We noticed the wood had a green mold substance growing on the wooden pickets. We contact management at Ergeon to epress our displeasure and complaints. Management agreed the wood was defective. they scheduled a new installation. The new installer came out and replaced all the wooden pickets. However, after the installation we noticed these pickets were worse than the initial pickets that were replaced. These pickets were defective as well but were worse. The new pickets had rotten holes bored all the way through to the other side. Not to mention, whatever chemicals they used to treat this wood killed our grass. This was very unprofessional and unacceptable. The installer attempted to hide the holes with compressed wood. When I contacted Ergeon a second time to complain. My phone call was not returned. I never received a return call from management. This year we received Hurricane ***** her in ******* *****. Which now you can really tell how defective the wood is. On every picket where the installer attempted to hid the rotten holes in the wood can be clearly seen now. I recently contacted Ergeon's ******************* to file a claim. I received a reply from the Project Manager. His response was an insult to my intelligence. The project manager claimed what I was describing was just natural wear and tear of the wood. Despite all the photos and video evidence I submitted to their office for review. To add insult to injury, he copied and pasted a piece from the material warranty description. However, nothing in the material warranty contract decribes of covers an installer using defective wood product materials from the beginning to complete the project. I just want to know is this the type of reputation the owners want to be known for. We have been sold a defective wooden fence twice.

  

  Business Response

  Date: 08/21/2024

  Hello BBB,

  Thanks for reaching out and informing us of this complaint. Below is a break down of our processes/policies and what was informed to the cx:

  This project was installed on 2/18/2023, over a year ago. I have attached our contract as well for context. Cx called in regarding knots that came off from the pickets and now has holes. This was after a ***** Hurricane *****, which cx as pointed out was the issue. 

  1. The cx does not have warranty on any rails, pickets, trims or kickboard

  2. These holes were caused by a natural disaster which is also not covered under warranty. 

  When cx reached out to his project manager, ****, he did inform him of the above and got upset. We are prepared to help cx fix issues but at a cost. We are willing to provide him with a 10% discount on that if needed. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22172416
  
  I am rejecting this response because:

  This is an insult that this contractor think it is ok for their installer to use defective materials "Twice!"  It is also an insult that to review the video and photos of rotten holes in the wooden pickets that are clean through to the other side as acceptable craftmanship and a natural occurence.  If this is the type of unprofessionalism and craftmanship Ergeon is known for.  I regret my decision to hir their company for this fence project.

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/21/2024

  Hello! Please note this is pointed out in you contract, Appendix b. The wooden pickets will naturally shrink. You chose a side by side design and now a yr later this is happening. The knots on you board as well are normal. Again, due to the extreme weather the pickets have dried and they are falling off or someone is poking them to fall off. 

  We will stand on what we offered which is more then fair. We do apologize for any inconvenience caused mis-understandings. 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22172416
  
  I am rejecting this response because:

  The company is missing the entire point of this complaint.  Ergeon **** sold me as a consumer defective products "TWICE!"  The first time the wooden pickets had a green like mold substance.  Ergeon sent out a second ********* to replace the defective wooden pickets.  Which this ********* installed wooden pickets that was worse than the first *********.  I contacted your company to complain about the second wood picket installation.  Ergeon never returned any of my calls or emails.  This second defective wood pickets has nothing to do with Hurricane *****.  This wood was already defective.  This defective wood is also not the work of a natural occurence.  Bottom line is, Ergeon **** is allowing their *********s to install defective wooden picket products.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/07/2024

  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.

  Quote *******. All communications after getting me to sign a contract were dodgy texts, disappointing texts and automated impersonal texts. Signed contract on 7/16. Immediately got an email with fully executed contract and the supposed timeline of events. The very next day on 7/17, I got an automated text about it raining a lot so my project would be delayed but I had no install date so that was confusing. Two days after that I got a text message at 7pm on a Friday letting me know who my project manager would be and that the very next morning on a Saturday, I should expect a preinstall visit from the installer and to be available on site. The installer no call, no show, no apology, no reschedule. That was my original source of disappointment that led me to not trust the process, but the project manager made it clear she did not care and was not a source of reassurance. Instead, she told me the installer was busy installing a fence somewhere else. I called Ergeon twice the next week to get a better understanding of if I really needed the pre install visit and instead I was given a tentative date by phone for installation in August. Had to email and text the project manager twice again a few days later and asked to assign me a new more responsive project manager and she reluctantly texted and said 8/7/24 installation but no start time because this may change if it rains. It neither rained on 8/7/2024 nor did I get a fence. Instead I got a text that the installers truck broke down. I called Ergeon again and was transferred to a regional manager who has not called me back. No date for installation. I am now 4 weeks behind after the hurricane in ******* on finding a fence contractor at my rental property. I want resolution to be delivery of the product (fence) as stated on the contract.

  

  Business Response

  Date: 08/20/2024

  Good afternoon, all. I hereby inform you that this complaint has been taken care of. As per our last communication with our customer, there are no pending issues and she is satisfied with the resolution provided. We'll remain attentive. Thanks.

  Customer Answer

  Date: 08/20/2024

  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. Fence project was completed to my satisfaction two days after complaint was filed. Thanks.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/02/2024

  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.

  Date fence was completed 3/19/24 Date First bill was sent for payment 5/8/24 Total shown in preview was $1021.50 Total when clicking the link to pay was $778.77 Date Second bill was sent for payment 5/15/24 Total $825.67 On July 6th 2024 I looked at my payment to Ergeon to which they charged a 4th number of $1467 I contacted the number from which the project manager was texting me from as well as the main number. I never received an answer from the project manager and the people from the main phone kept telling me they needed to talk to the project manager in order to get this straightened out. Between 7/6/24 and 8/2/24 I called several times to which was given the same answer they were still needing to contact the project manager. On 8/2/24 I was finally given a call back after calling them again and told they had gotten a hold of the project manager and the total I was charged was the correct amount. After asking the billing specialist why I was given 3 different amounts then charged a 4th amount they said that the quotes given during the project are subject to change. I told her that those quotes were given to me over a month and a half after the fence was completed she said she would then need to reach back out to the project manager. It is completely unacceptable to be given 4 different totals over a month and a half after the fence is done and now be taking another month now to get my first answer and still have to wait to talk to someone regarding the issue with the totals.

  

  Business Response

  Date: 08/13/2024

  Good afternoon, all. For your information, this complaint has been taken care of and all necessary actions have been taken already. There is an agreed resolution between ******************** and ourselves, and this record will be updated from his end shortly. Thank you.

• Initial Complaint

  Date:07/17/2024

  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.

  There have been issues every step of the process with them due to lack of communication, non-transparency with pricing, and lack of information. I was charged for them to "draw" up a site plan that was needed to obtain a permit for their project. The site plan was wrong 4 TIMES before they got it right (or so I thought). I submitted the plan to the city and was immediately denied a permit bc they placed the fence on a utility line, something a contractor should know not to do. Our Project Manager assured me they would be "virtually" on-site to meet the subcontractor (yes, subcontractor, Ergeon does NONE of the work and did not communicate this upfront) on installation day and make sure everything runs smoothly. The subcontractor arrived unknowledgeable about the project without the site plans and the project manager was nowhere to be found, not to mention they only spoke Spanish. How would you not communicate with a client that there would be a language barrier during the project? I was not happy with the end result of the fence installation. Some of the slats are broken, slanted, or have gaps and the gates are not secure and could easily fly off with a heavy gust of wind. After complaining to Ergeon and advising them I would be reporting my entire experience to the BBB, I was quickly gifted a $300 discount, a gift basket, and an Amazon gift card. Moreover, they refuse to send me an itemized invoice of what I'm being charged. They "charge you per concrete bag, rail, slat, and post used" but don't share how many units are actually being charged with you (only they know), they only give you a very generic invoice, not an itemized one. I asked them tp produce an itemized invoice 7/5 so that I can confirm that what I'm being billed is what was in fact installed, I asked again on 7/9, 7/11, 7/12 and when I still hadn't received the itemized invoice, I requested a manager. No one responded nor has anyone gotten in contact with me since that day. This company is shady.

  

  Business Response

  Date: 08/14/2024

  Hello ******,
  
  Thanks again for taking my call today! As discussed, we have been working with cx for months now. We are going back there this week to install a new latch, 24" drop rod and have provided cx with a $500 discount. Below is screen shot of our email thread, let me know if you have any questions. 
  

  
  

  
  

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22005499
  
  I am rejecting this response because although a proposal to resolve the issues has been made on Aug 5, it has yet to get completed.

  The proposal does include returning to install a new latch, 24" drop rod and provide a $500 discount. One can make a proposal, that doesn't guarantee follow-through, once those items proposed are fulfilled then I can accept the response provided by the business. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/21/2024

  Hello! Please note we are working on revisit date but they are not during business hrs or weekdays. We are seeing if we can go out there on a Saturday. We offered to go this Saturday and cx has not responded. We hope she approves. 

• Initial Complaint

  Date:06/13/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:06/07/2024

  Type:Order 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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/22/2024

  Type:Sales and Advertising 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 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

  Date: 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.