Complaints

• Initial Complaint

  14/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description of problem On Friday, August 19, 2022, I bought a loader/bucket from ******* *********** ** *** **********  The following Tuesday (August 23), I requested a quote online from Day and Ross to have the item (loader/bucket) delivered to *** ******* **** **** ** ***** *** *** *************** ******** *** **** ************* ****** **** ** *** ********* 1. The quote number is ****** 2. Written on the document "Address details", and under "Consignee Details" is written "Ronald ****** *** ******* **** **** ** ***** *** *** ***" 3. Nowhere on the document does *** ******** **** ********* ** appear. A price was not quoted on the document in which case they said I would receive a separate email from their quote team. By Thursday, August 25, I had note received the email with the quoted price so I phoned Day and Ross. They then sent me quote ********* that had been issued on August 23. *** ********* ******** *** **** ************ ****** **** ** *** ********* 1. The quote number is ********* (The same number as on the previous document *** *****************. 2. The destination address is **** ** ***** ** 3. The price is $******* On Tuesday, August 30, I paid in full for the service *** ************. Note on the document: 1. The amount paid: $******* 2. The invoice number ********* The following Monday, September 5, almost a week later, I had not received any indication that Day and Ross had picked the item up. I phoned Day and Ross and no one answered. I then contacted the online chat hoping to contact someone from Day and Ross to no avail. Later I realized they were probably closed for the Labour Day weekend. I phoned the following morning and spoke to Bill and he confirmed that the item had not been picked up and that he was going to schedule it for pickup that day and that I should expect it to arrive at the beginning of the following week. Later that day (Tuesday, September 6), as a result of the chat I had started the day previous, I got an email from Emmanuelle **** saying "I have put this back on the board for tomorrow and sent an email to our terminal" In other words, both Bill and Emmanuelle confirmed the item had still not been picked up by Day and Ross in New Brunswick. On the evening of Wednesday, September 7, after having got home from work, I discovered a message from Renalyn ******* *Day and Ross) saying the item had arrived in Winnipeg....?!!! From New Brunswick to Winnipeg in one day?!!!! *** ********! Needless to say, I was confused. Was this really my item that had arrived? Did they have me confused with someone else? Were Bill and Emmanuelle accurate in saying the item had not left? ?????? Renalyn and I scheduled to have the item delivered Monday, September 12 at 10am. I hired a bobcat service for $*** to unload the item from Day and Ross' truck. At 8:30am, I phoned Renalyn ******* at Day and Ross to confirm the appointment. The bobcat service was very punctual. After waiting a short time past 10am, I phoned Day and Ross. To make a long story short, they were going to deliver the item to *** ******** ***?!!!! Where did they get that address from? Never, did I share that address with Day and Ross! Note the address on the original quote ****** *** **************** ** **** ******* **** **** ** ***** *** *** ***** **** **** the address on document *** Quote.pdf", (essentially the same quote), ********** ** ***** ** ***** ***. First, Renalyn said she needed authorization from ******* *********** to change the address....? What does ******* *********** have to do with where this is shipped?!!! The item belongs to me and I hired Day and Ross to ship it!!! Should they not ship it to where I want?!!! At any rate, I gave Renalyn ******* *********** phone number and she said she was going to phone them. After a short wait, nothing appeared to be happening. I contacted ******* *********** and they confirmed that Day and Ross had not contacted them yet. I tried numerous times to contact Renalyn once again but got no answer. Finally, at 11:54am, it became apparent to me that Day and Ross had no intention of resolving this issue and delivering the item. *** ******* *** ***** ** ******* **** ***** *** ******* *** ***** *** ***** **** ****** ******* ***********, get the okay to reroute the shipment and contact the driver of the truck with the new address. ******* It could have been done in less than 5 minutes! In the end, I told the bobcat service to go home and I lost the $*** and I then sent Renalyn an email explaining that the item should have been delivered to *** ******* **** ********* ** **** ****** **********  Two days later, on Wednesday, September 14, I got an email from Renalyn saying that to deliver the item from their Winnipeg terminal at *** ******* *** to *** ******* **** I would have to pay an additional $********!! (included in your copied documents) I responded to Renalyn's email on September 19 (included in your copied documents). Basically, I explained that the item should have been delivered to *** ******* *** as indicated on the quote, ********* which I paid in full. If they were not willing to fulfill the contract, then I would expect a refund comensurate with the cost of the portion of the contract they were unwilling to execute which Renalyn had calculated to be $******. Requested resolution I paid to have the item delivered to *** ******* **** **** ** ***** *** Day and Ross are not willing to fulfill that portion of the contract. Therefore I will pickup the item from the Winnipeg terminal at *** ******* *** and I will therefore seek a refund comensurate with that portion of the contract they are not willing to execute which Renalyn has calculated to be $****** (the cost to deliver the item from the Day and Ross terminal at *** ******* *** ** *** ******* ***). Resolution that I will not accept: Day and Ross attempt to deliver, once again, the item to *** ******* **** Already tried that and I paid $*** for bobcat service and Day and Ross failed ********** I am not going to pay another $*** for bobcat service again and face possibly losing it again! ********, I am fedup with Day and Ross. *** ** *** *********** ** ****** *** ********** *** **** * **** ** ** **** ***** *** ******* 

  Business response

  13/12/2022

  Hi there,

  We were able to remove $****** *rom the original bill. 

  The refund will be processed today. It can take up to 5 business days before he sees it on his credit card.

   

  Sheena ****

  Manager, Customer Care
  Day & Ross

  ** *** ******** ***********

*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. ↩