ComplaintsforElyria Fence, Inc.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ron at Elyria Fence has continually delayed the repair/replacement of a gate and fencing his workers installed defectively. The gate will not close due to doors overlapping. The other gate was set too high. The fence was not set level, but at an angle. He has said he will come out and fix and nothing happens. Last year he said he would finally get around to it but never did. He is grinding out the clock! I have called multiple times and emailed as well.

  Business response

  08/07/2024

  Unfortunately, it appears that we dropped the ball on Mr. ******* fence.  After receiving the complaint we checked with the installer that was supposed to have returned to put braces on his gates to stop them from sagging. We assumed that the job was completed correctly, and now we find out that it wasn't.  My apologies to Mr. ***** we should have followed up better.

  Next week we will send a man to his house and install the braces on his gates.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my fence installed about 11 years ago and the product itself is great. Over the years I have needed several repairs and for the most part they have been completed only because I was persistent in pushing them along. My most recent experience was needing a single pole reset after our concrete patio was installed, and it was by far the worst customer service I have ever received from any company. I spent the next 23 months or so reaching out to my sales rep again and again. I was told several times that they would be in my area and would stop over to my house to do the repair and it never happened. I even found out on one occasion that my job was marked as completed and they had the audacity to keep sending me bills. This job would have never gotten done had I not taken the time to continuously follow up. Once the job was completed I asked for this service to be taken care of as it was not done in the agreed-upon timeframe. I asked for the owner of the company to call me directly but the only communication that I had was through my sales rep, the man couldn’t take five minutes out of his day to give me the courtesy. He even had the audacity to offer me a discount which was laughable. I have a string of emails to prove all of this.

  Business response

  11/14/2022

  Mr. ****** is correct that it took us a lot of time to repair his fence. The problem with covid and difficulty hiring fence installers has plagued not only the fence industry, but all industries. In saying that we did make a mistake with his repair when one of our crews turned in the work order as being complete. That is the reason he was billed for the completion. 

  The balance for the repair work is $180. We offered to deduct $80.00 of that bill if Mr. ****** would pay the balance within one week. He chose not to comply with our offer. We felt that was a fair compromise, but he would like us to repair his fence at no charge. 

  We also made an additional trip to his home and repaired an additional post at no charge to him. We felt that this should help in customer relations. Mr. ****** has ignored that gesture.

  As it stands now Mr. ******'s balance due is $180.00 plus 1 1/2% interest per month on the unpaid balance.

  Customer response

  11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Attached is the email I received from Elyria Fence offering a discount but I do not see a deadline as to when I needed to accept the offer by. Covid can only be an excuse for so long and I have the emails to prove that I was the one that was consistently reaching out to get this job done. My time is worth more than this and that is what I feel I deserve compensation for. Not once did this company reach out to me without first being prompted by an email inquiring as to the status of the job, as I stated in my initial complaint this job probably would have never been completed had I not continue to press this company. 
  

  The reason why they needed to make the second trip out to my home to repair the second post is because they never balanced the gate properly when they repaired the fence the first time. Charging $280 for a simple post replacement I feel is incredibly expensive but I feel for that price it would be done correctly and there would actually be communication. I have all of my emails saved if you need any additional information. 
  
  Regards,
  
  ****** ******
  
  
  
  
   

*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. ↩