Complaints

This profile includes complaints for Day & Ross Freight's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Day & Ross Freight

  398 Main St Hartland, NB E7P 1C6

• 

  Day & Ross Transportation Group

  11470 131 St Surrey, BC V3R 4S7

• 

  Day & Ross Inc

  2740 Sheffield Road Ottawa, ON K1B 3V9

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:11/04/2024

  Type:Customer Service 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 am awaiting delivery of a 70" TV from this carrier. Tracking number is **********. I received a call from a DAY & ROSS agent from phone number 613-741-5247. There was no name on the caller ID so I let it route to voicemail. I received the message stating I needed to make an appointment for the delivery, and to please call back 613-741-4931 and quote my tracking number! I was unaware I had to set up a delivery time. But I called back the number. I have called it back a total of 18 times today. There is NO VOICEMAIL and I just keep getting hung up on! This is really terrible business practice! I feel this is some kind of stall tactic. They can deliver at ANY TIME as I work from home. But how do you reach these people? Are they aware that voicemail has been a useful business option since the 80's? I can also screenshot my phone history if needed! Thank you for your help in advance!

  Business Response

  Date: 12/04/2024

  Good day *****,

  I am so sorry this is your experience. All residential deliveries need appointments, as this is to ensure no packages are left outside your home. I  have contacted our appointment associate and explained the situation as well as urgency on reaching out to you and make arrangements. She will be calling you today. My sincere apologies for this misshape.

   

  If there is anything else we can assist with, please contact us at commerce solutions [email protected] or 866-329-7677

   

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21563831, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:25/07/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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: **********.
  I received this shipping on July 21 2023, with one of the pallets broken and one of the batteries removed , the total weight I received was 210kg or 462Ib instead of 306kg or 672Ib
  I contacted the the shipper and the transfer company (******** trucking). Who sent me videos and photos from their CCTV camera Video on their respective loading docks
  obtained shows that the pallets were intact when it left the shipper and by the time it arrives in Edmonton and transferred to ******** trucking the pallet was already broken up and one lithium ion power wall battery was already missing, according to the video of the loading dock of ******** trucking.
  This power wall batteries are very expensive and I have lost more than 7000$ and I need answers
  See attached photo showing 3 batteries shipped on one pallets and and a second pallet of inverters, before shipping, and the photos of the transfer from cctv camera videos, and the photos of what was received showing 2 pallets with the second batteries missing, and photos of the actual weight received,
  
  Please let me know what I should do next

  Customer Answer

  Date: 03/08/2023

  Please see attached invoice 

• Initial Complaint

  Date:09/07/2023

  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.

  We bought cabinets from **** ***** and they hired DayRoss to deliver them. Pro# **********. Ref# 519207133. 4 pieces. They were to be delivered between the 2-4 of July.we then got a date of the 6 of July. We called Day Roos on the 7 of July and was told that they farmed it out to Hi-way 9. Day Ross then said it’s not our problem it’s Hi-way 9 problem. Day Ross said we don’t have a truck. But they were hired by **** ***** to deliver we had a crew here to install. We got know notification that they were not being delivered. On the proposed dates.

  Business Response

  Date: 10/07/2023

  Good afternoon,

   

  Please note that we have contacted Hi way 9 for information on when your order should be delivering.

  I will contact you with resolution shortly,

  Customer Answer

  Date: 11/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20294648, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:26/05/2023

  Type:Customer Service 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.

  Day and Ross trucking has been contracted by ****** ********** to supply a replacement generator. The item was to be shipped from Bolton Ontario to Spruce Grove Alberta. the item was picked up from the Bolton warehouse on 15 May and was due to be delivered 24 May, but has been sitting in Mississauga since. I have contacted Day and Ross several times to find out what is happening with my shipment and no one can tell me why it's still sitting there. I contacted customer service again and was told it may have been shipped without documents to Edmonton, but no one can tell me if it's there. ****** is trying to push on their end, but I wish to make a formal complaint against Day and Ross trucking. tracking number SMI94776473001

  Business Response

  Date: 07/06/2023

  Good morning,

  Please accept our apologies for the inconvenience and delay in delivering your freight. 

  I have escalated to the Operations Manager to determine if we have eyes on the freight, and what is going on to cause the delay. I will reach out to you as soon as I have additional information. 

  ****** ****
  Manager,
  Customer Care
  Day & Ross
  

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20109579, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:24/02/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 Day & Ross to pick up a wood stove from Lowes Gloucester, ON to be delivered to my installer in Val D'Amour, NB
  Day & Ross (according to them), were delayed 1 day at the transfer station, by which point my installer was out of town till the following Wed. evening.
  I returned the call of the driver and he agreed to keep stove till Wed. at which point he would drop it to the ground Wed. afternoon for installers return
  Installer got home that evening and found the pallet under the stove's crate was crushed and took pictures.
  he came to my home to install on Sat. i watched as he and his partner uncrated the stove - noting the damage as they went. (crushed left side skirt, rear heat sheild crushed, fan rattles loudly and is unusable, 4 firebricks crushed and broken, 4 areas of high heat paint chipped off)
  i called Lowes, sent pics as instructed and was told they would call within an hour. Lowes called said mgr. would call back next day. i had to call on Monday to ask what was happening. Mgr. said it was pristine when it left, i asked if it was uncrated prior & checked - no - told to phone Day & Ross- end of discussion
  phoned D&R and filed claim. Told adjuster would get back in a couple days. Adjuster emailed with following responses from our back and forth, driver said all was fine when dropped, signature saying all well (no one home to sign -IT WAS FORGED!), and that i waited too long to file complaint.

  Business Response

  Date: 01/03/2023

  Spoke with complainant 2/27 to obtain pertinent details on the shipment. Will reach back out to her once I have further details and/or resolution. 

  Customer Answer

  Date: 01/03/2023

   I am rejecting this response because:
  
  
  Day & Ross is denying all responsibility to my claim, yet damage was clearly done to the pallet.

   

  Their employee forged a signature to say there was no damage.  Why would the employee do something so patently illegal, unless he was covering something up?  His actions are reprehensible.

   

  The basis they are denying the claim is not sound.  I was the one who initially mentioned there was no damage to the crate.  However, if you drop the pallet and crate on the ground (at whatever height), whatever is inside will be damaged.  Day & Ross even said  the stove was obviously not packaged well.

   

  I don't believe this company should benefit, in the form of the $113.30 paid to them. from damaging my goods,   They lied to me, saying the delivery was signed as having no damage, when it was their driver who forged this signature.  This illegal action is clear indication of wrong doing.

   

  Plus I had to incur the additional cost of replacing the fire bricks and still have a non working fan and areas missing the high heat paint protection.

  As to the rest, the dents, they don't inhibit how the stove works (I don't think), but it is nice to buy and receive something whole, intact, and working properly.

   

  Day & Ross is blaming Lowes for the damages as they didn't check the crate after receiving same from their supplier.  Again, a point I brought up with Day and Ross.  However, Lowes maintains the crate AND pallet, were "pristine upon leaving Lowes".

   

  It seems that I am the only ones left to blame.

   

  From the start of this claim, Day & Ross has denied.  They have been curt, aggressive, and rude to me.  This lack of respect and avoidance has been appalling.  The measure of a company is not when all is going to plan, it is how they deal with the inevitable issues - and forging signatures and lack of respect is not it.

   

  **** *******

   

   

   

  Business Response

  Date: 02/03/2023

  Hi ****,

  Thank you for taiking the time to speak with me earlier this week. 

  I have investigated the claim with the Nation Claims Manager. We will stand firm with the decision to decline the claim request.

   

  Kind regards,

  ****** ****

   

  Customer Answer

  Date: 02/03/2023

   I am rejecting this response because:
  
  
  no damage when they picked up, damage after

   

  the forgery has now been reported the the  R.C.M.P

   

  ****

• Initial Complaint

  Date:25/01/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 purchased a heat pump from ****** website from a company in montreal qc named ******** ****** inc. on October 15, 2022. ******** shipped off my order using ***** in two different boxxes. the smaller of the two boxes WAS delivered by ***** but the other box was turned over to Day and ROSS for which i had no tracking information on. After a few weeks of waiting i received a call from a lady at day and ross asking me if i received my package. i told her i received a small box from ***** but that was it, she told she would put a trace on it and get back to me. weeks went by and nothing. i went to Day & Ross and again they told me they could not find it . after checking their tracking information we discovered it went to yarmouth and sat there for a couple weeks and then they say it was attempted delivery but as it needed a signiture it was not delivered and went back to dartmouth where it apparently disappeared . they lady who was helping me was name ****** ******* . s************************** **** **** ***** at this time they issued an all points track on the package and assured me they would do their best to find it. after waiting a few more weeks i went back again to day and ross and again my package was still not found and ****** ******* advised and helped me fill out a claim form . about a week later i get an email from their claims department saying they are only going to reinburse me 336.00 . i paid 2,529.99 for the heat pump.
  claim number 423991
  Day & Ross tracking number CLG6393254.
  ****** order number 701-9095517-4581833.
  i also have an email from claims adjuster ******** Gee stating acknowledgement of the package being lost by them.. if there is any more information you may require please contact me .

  Business Response

  Date: 06/02/2023

  Good morning *****,

   

  You were notified on January 10^th or this payment.  This is carrier maximum liability of the claim payout.  No further amount will be paid.

   

  Note:

  DAY & ROSS INC

  398 Main Street

  Hartland,  NB

  E7P 1C6

  ATTN: CARGO CLAIMS DEPT

   

  Regards,

  ********

  Customer Answer

  Date: 06/02/2023

   I am rejecting this response because:
  
  
  i paid 2500 for a package that Day & ROSS already admitted in writing that they lost my package.

• Initial Complaint

  Date:15/12/2022

  Type:Customer Service 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.

  My complaint is similar to others listed with BBB, in that I was provided a quote upon which I chose to pay for the service, and then was shocked to find emails demanding more money after the item had been delivered. This is a predatory business practice.
  I applied for a quote on the D&R website, and then called them. I provided all the details requested about the item being shipped (a kayak) accurately, and provided correct details on the shipment from a business in Laval Quebec, to my home address in Ontario. I even specifically asked if the cost of the shipment could change at all, and was told that as long as I provided accurate info on the item, it would not, and that in any case the driver would confirm that info at the time of pickup.
  They then failed to show up at the agreed pickup date despite an 8 hour pickup window being provided, and did not even call to inform us of this. No discount offered for the inconvenience, no accommodation for delivery window:. They claimed that I have to be available on site for the delivery, but would not provide a date or time for that delivery.
  Miraculously I was home when the delivery driver called me 20 minutes before arriving at my house. He did not enter my driveway, did use the tailgate lifting device, and I unloaded the item myself, since it only weighs 50 lbs, and I can easily carry it in one hand. I have this on video.
  Days later I started getting emails demanding almost twice as much as I paid for the item, claiming that I should have paid an additional $83.68 for "tailgate delivery fee", $38 for additional insurance, and that these added fees meant I also owed another $53.66 fuel surcharge, and $22.79 in tax.
  Day and Ross had all the info they needed to calculate the costs accurately. I chose their service based on a quote which they provided based on questions they asked me. It is predatory and unfair business practice to solicit use of their service for one price, and then demand twice that much after.

  Business Response

  Date: 04/01/2023

  Good afternoon, *****, can I please get contact information so that we can discuss.

   

  ****** ******
  ******** ******** **re
  Day & Ross
  T: 506 475-7928
  C: 506 479-8743
  dayross.com

• Initial Complaint

  Date:25/10/2022

  Type:Product 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.

  The pickup date was Sept.21,2022
  The cost for shipment was $1212.41
  They were hired to safely transport 4 antique pieces from Courtice Ont. to Sturgeon County Alberta.
  My dispute is 2 of the pieces were badly damaged en-route.
  They declined my claim for damage,and will not return phone calls.
  The shipping number is TOR 1215414. The claim number is 422007.

  Business Response

  Date: 26/10/2022

  Good
  day ******,
  
  I
  have reviewed the terms of your Claim with our Claims team and unfortunately we
  cannot proceed with a refund.

  The item in question is an Antique and they are part of our restricted articles within the used
  goods section list for domestic shipments.

  Our terms and condition clearly
  indicates that all Antiques should be moved at Shipper's Risk of loss or damage
  with no declared value.

  In addition to this, the auction house failed
  to properly package this 1920 gas pump, Red Indian oil sign and the 2 kid
  push cars and as result the order was received damaged.

  Day & Ross will not
  cover the damages to this order as it pertains to our shipping policy and guide
  lines.

  We apologize for any inconvenience this may cause.
  

  Kindly let me know if you have any questions.
  
  ***** *****
  Supervisor, Customer Care
  Day & Ross
  T: 506 475-7947
  dayross.com

   

   

  Customer Answer

  Date: 26/10/2022

   I am rejecting this response because:When I booked this job no one explained to me that my precious cargo was not covered for damage.I wasn't told that I needed a bill of lading until day of pickup.I had to print it off their website and fax to the shipper.I did not see the very small print that said used goods are not covered.Its very misleading to the customer,that they put it in fine print and don't mention it.Also what is definition of used goods. These items were restored antiques that were in New condition.Would you call the **** **** used goods ?? I trusted this company to ship my items carefully and delicately . They obviously could care less,the pickup driver was rude and in a hurray to load.The drop off driver set my broken pump down with glass falling out and didn't say a word. They had to be very rough to break metal pieces off the pump, and bend a flat heavy medal sign so bad it cant be straightened.The refund I asked for wound not begin to repair the damage.I feel this is reasonable request and I will pursue this further.If this is how they do business the consumers should know about it.
  
  
  
  

• Initial Complaint

  Date:26/09/2022

  Type:Billing 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.

  Original Quote DRQ598217 @ $226.19
  Invoice 15005635060, 15005693022
  Ship Date July 27, 2022
  
  I went through a deliberate and thorough process of selecting delivery service from Quebec to Vancouver, and received various competitive offers including ***** Transport.
  
  During spot quote phone call, I explained all of my shipment needs including the weight of the product, exact size and weight of pallet.
  
  Prior to committing to the service, I phoned back and informed the sales representative of the final package weight, and confirmed all the details regarding the pick up location (scrap yard with forklift) and drop off location (private residence). I received a re-quote with the same flat rate quote of $266.19. I prepaid for the service on the phone.
  
  After delivery, I received an additional bill of $230.76 for services that in my understanding were to be included in the original quote. I am now being charged for residential drop off, call notification, surcharges, etc., doubling the originally quoted price.
  
  In the email correspondence, I requested that the sales representative connect me with a supervisor numerous times, and they neglected to do so. I eventually emailed the main office, and was offered the following resolution: "The quote provided was for business to business, with no extras for tailgate or call ahead. I can remove the difference of $64.15 for the call ahead, but the fees for residential & tailgate delivery are valid and due for $166.61."
  
  The business seems to be purposefully underquoting clients, omitting key details in spot quotations, and then invoicing clients for the additional fees. This is unfair business practice.

  Business Response

  Date: 14/10/2022

  ******** has been contacted, and we have come to an amicable agreement on the amount left owing on the shipment. 

  Customer Answer

  Date: 14/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18130300, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:17/08/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 a shower door delivered it is 9 foot long by 3 foot size box weighing at 90 lbs. I was present when the driver from Day and Ross arrived and i was able to assist him to remove the box from a 10 foot by 4 foot wooden pallet. We put the shower box in my garage. I requested him that he takes his pallet and he refused to take it. I said i have no where to put it as i live in a multi person living complex and we do not have any garbage place to dispose of. He told me to bust it up and burn it. I asked again if he would take the pallet in his big truck and take to his pick up place to reuse. He refused and left the pallet on the street. I phoned Lowes Hardware store and after an hour waiting they also told me to burn it as firewood. I said that is ridiculous there is a fire Ban here in British Columbia and i dont have a fire pit. As far as i am concerned this is their garbage and they should remove it. I do not own a car or know where i would take this garbage. I phoned Day and Ross and have not had any response to come and get there garbage. I bought the shower door not the pallet that they use because they only have one man crews but they refused to take it. My strata wants it removed as it is an eyesore. I would like to see a change of attitude with this company and when they deliver to retail they take their own pallets and recycle. People in multiuse complexs have no where to dispose of these large chunks of wood. Day and Ross Canada Phone Number 1-877-726-3329 order SMI 9415433
  Lowes Canada order Number Order Id=SO-0005304961
  Thank You
  Customer service times 10,000 delivers with pallets is a bigger deal than my own issue.
  ******* ********