Complaints

This profile includes complaints for Jay Fencing Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jay Fencing Ltd

  70 Baffin Pl Waterloo, ON N2V 1Z7

  
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  Jay Fencing Ltd

  29 Northfield Dr W Waterloo, ON N2L 4E6

  

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:24/10/2022

  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.

  I paid 8 thousand Canadian dollars in cash for a new fence. In less then 1 year I had 3 posts bend over 20 degrees making my fence look like a snake. I have contacted them right away but owner kept dodging my calls and emails. He responded to 1 email if I sent 5 over a week asking if there was an update. Then I started getting emails from one of his agents asking about the fence. I told him over many emails and booked time for him to come but he never did. On my 3rd attempt to get him to come see it ,he did so when I was not on property and did not get back to me with any information. I tried to contact him via emails and phone calls but kept getting dodged. When he finally answered he had totally forgotten what I was talking about because it had already gone past 2 months. Then he told me he had never seen it bend like that and he would get back to me. He never did. Now it's almost winter and I called back to see if he came up with anything. He told me he had to charge me 300 dollars per post to fix them , that the wood (only thing I paid money for) is not under warranty. He refused to speak with me on reasonable grounds and started *****ing and shut the phone to my face. This is not how Canadian business should be ran.

  Business Response

  Date: 25/10/2022

  Hi
  *********
  
  We
  would like to start by saying we are sorry that you had this experience with
  Jay Fencing. However, there are some serious discrepancies in your review that
  we would like to set straight.
  
  First
  off, you were never dealing with the owner, you were dealing with an estimator
  the entire time. It takes time for us to circle back on issues like this and
  sometimes takes longer than some people would like but we always do circle back
  and try to take care of our customers.
  
  The
  estimator you dealt with for this project recommended for you to go with 5x5s
  rather than 4x4s because your fence was over 5’ high. You declined the 5x5
  option due to cost.
  
  With
  that being said, wood twisting, warping, and cracking are not covered under
  warranty because it's completely out of our control. Wood is a natural product
  and is subject to such issues.
  
  Secondly,
  we offered an at-cost option to fix this non-warranty issue. This option
  included unhooking the existing sections, digging and pulling the existing
  posts, setting new posts and reconnecting the sections. You declined this
  option.
  
  Lastly,
  and most importantly, our estimator did not ***** or **** at you over the
  phone. The estimator warned you to stop raising your voice at him and after the
  ******* did not stop, he ended the phone call. Our estimator then called you
  back to give you another chance and to try and resolve the issue but once again
  you started to raise your voice and he hung up again. 
  
  If
  you would like to have a civil conversation about this, please call us again
  and we would be happy to work with you and get this completed.

  Sincerly,

  Jay A.