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

  Nashville, TN 37209

  
• 

  Ergeon, Inc.

  14205 SE 36th St Bellevue, WA 98006

  
• 

  Ergeon

  1515 Market St Ste 1200 Philadelphia, PA 19102

  

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: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.

• Initial Complaint

  Date:10/16/2023

  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.

  Employee **** disappeared

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/03/2023

  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.

  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

  Date: 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

  Date:08/29/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:08/09/2023

  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 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

  Date: 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 Answer

  Date: 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,
  
  *********************