ComplaintsforEldridge & Company

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In November of 2023 I paid Eldridge & Company/Eldridge Fence for an area of chain link fence in my backyard for a dog. I was told by the owner of the company that the job could start by the first week in December of 2023. I told the owner that if it would have to wait until spring, I would wait until then to pay for the work. Throughout the month of December I contacted the company several times and was told that they were having problems getting the materials from their supplier. By the first of January when they still didn't have the materials, I told them to just cancel the order and refund my money. The weather was bad enough by then that it wouldn't be installed until spring. I was told that they would contact the supplier to find out what the holdup was and let me know. By the end of January, I called again for an update and was told that they would call the supplier to see if they would refund my money. Supplier was willing to refund the money which was to take 4 to 6 weeks and then I would have to wait until Eldridge sold a house to get the rest of my money back. Since that time I have heard nothing from anyone at Eldridge. I filed complaint against Eldridge Fence in small claims, but was told that my contract was with Eldridge & Company and not Eldridge Fence. When I look online for information about Eldridge Fence the is a photo of the very man I gave the money to listed as owner. Eldridge Fence and Eldridge & Company have the same address and telephone number. I have left message after message for someone to call me but have never received a call back from either company. To date I am still out $6000.00. Their contract states that they will keep 20% even though they did nothing.

  Business response

  07/01/2024

  I am responding to the complaint filed by ***** *******.  We contracted with ***** on November 18, 2023 to install a chain link fence on her property.  Unfortunately, due to a material issue and the winter weather we were unable to install the fence in a timely manner.  ***** decided to cancel her contract and asked for her payment to be returned.  We were not able to return her payment as quickly as she wanted and she filed a small claims suit with the City of *********.  When we received the notice of the small claims suit I noticed that she had filed against Eldridge Fence and NOT Eldridge & Company.  Eldridge & Company is the company with which she contracted with for the fence.  Eldridge Fence is a separate company and owned by **** Eldridge not ****** ** ********.  I notified the court in writing of this problem and checked with them several times to see if ***** had dropped that lawsuit and refilled.  The court suggested I send ***** a copy of my letter to the court which I did.  I checked with the court again and they told me she had withdrawn the suit, but had not refiled, and advised me to wait some more to see if she would refile as most people who make an error do refile.  To date she has not.  We will pay her the monies owed and hope to do so soon.

  Customer response

  07/01/2024

   I am rejecting this response because:  This company has been stalling on the refund of this money for at least four months now.  I have called many times and left many messages asking for a call back which have all been ignored.  What does hope to do so soon  even mean?  This is just more lip service and means nothing.  I would like a more definitive answer as to when I can expect the refund.  These are unacceptable business practices.
  
  
  

• 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.

*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. ↩