ComplaintsforEldridge & Company

• Initial Complaint

  12/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with Eldridge fencing on June 1. At that time I was told I should have my fence by the end of July. I stopped at their office the next day and gave them a $2700 deposit for the installation of my fence. At the end of July, I called to check on the status and was told they did not have the materials from the supplier yet. I asked them to call their supplier to check on the disposition. At the end of August, I asked for the status of my fence and was told that the materials were on a truck to be delivered that Friday. At the end of September I called again, asking about the status of my fence and was told they damaged one of my gates in their warehouse and had to order another one but they were notified it should be delivered that Friday. I asked if I should have my fence in the next few weeks and was again told they hope so. At the end of October I called again, asking about the status of my fence. I asked her to call me if there were going to be any further delays. At the end of November, I asked why after six months I still do not have a fence installed and was told they need to check with their supplier. I asked why? Last month I was told the gate they needed was on the truck to be delivered so they should’ve had all the materials. I asked, well if it’s a matter of one gate why can’t they install the fence and then hang that gate when it arrives? She said she would check with her workers and get back to me. I never received a phone call. Called again on December 5 and left a voicemail asking them to call me back and tell me when my fence is going to get done at 12:12 PM. Today is December 8, and I still have heard nothing about my fence. The contract I signed with them states if I refuse delivery, they can keep 20% of the total contract price. I have been begging for delivery and they refuse to deliver. This is the most frustrating, unprofessional company I have ever tried to worked with. They do not return calls.

  Business response

  12/11/2023

  We are sorry that has taken so long to get the fence materials and get them installed.  We have had delays getting the materials and then some accidental damage to one of the gates and that had to be reordered and manufactured.  If you do not have a chain link gate at the time of install it is not a good idea to leave an open area.  Gates can come in slightly larger or smaller but within the standard, however, your posts will be set based on the size you ordered and not what is received.  We have found it best practice to install gates once we have them and can check the final dimensions.  I have spoken with ***** several times and do I apologize that we have missed some of her calls, but this is a small office and I am not always in to receive calls.  I will continue to work with ***** and hope to have her fence installed soon. 

  Customer response

  12/12/2023

   I am rejecting this response because:
  This is just more of the same lip service. I cannot believe there is only one business in the ****** ****** where they can obtain the needed gate if that is the real reason for their failure to deliver. If they cared about their customers at all, they would source the gate from another supplier and get this done  I have no doubt the next excuse is going to be that it has a to wait till spring because the ground is going to be frozen  

  
  

  Business response

  12/20/2023

  Following up on the complaint from ***** ****.  We are starting the fence installation today, December 20th, and should finish the installation by the end of the week barring complications (ie weather, etc.).  Please contact me with any questions at ************.    Case # **************

   

  ***** ******** 

  Office Manager

  Eldridge & Company of ******** ****** ***

  Customer response

  12/22/2023

  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.

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