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Business Profile

Janitor Supplies

Jay-Kem, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Janitor Supplies.

Complaints

This profile includes complaints for Jay-Kem, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Jay-Kem, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:07/23/2024

      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.
      November 2023 contracted Jay-Kem to put in a new 18x36 vinyl pool liner. Paid $6644 up front . It's now July 2024 and still no usable pool. They were supposed to place the liner, install a new pump and pool cover. Communication was bad after the payment and now non-existent. They came intermittently initially, sometimes blaming the delays on weather and sometimes nothing. They installed a liner with multiple large wrinkles throughout. They did not startup the pool or balance any chemicals. Now, just total silence after numerous texts and calls and emails. The liner they installed started leaking water and after no response from Jay-Kem we had a leak company come to check the leak and they told us Jay-Kem did a horrible job with liner installation and ripped the new liner during installation and placed a 14 inch square patch around the main drain without telling us any of this happened during the install.

      Of the $6644 deposit, we would like a refund for the liner cost so we can get a new liner from a different company and the cost of initial startup $1000 and leak repair $325 we incurred. Total requested refund amount is $4020. We have records of all the texts and phone calls that they have not responded to.

      Business Response

      Date: 08/15/2024

      In response to Mr. ******’s inquiry with you, here is our response.
      Mr ****** contacted us in November of last year to install a new pool liner and
      cover at a house he was flipping. We sent him an estimate for both and he paid
      the deposit for both the liner and cover. 
      We had advised him that installation of the pool liner would not happen until
      the temperature was above 65 and it was sunny. 
      Mr. ****** was very adamant about installing the liner as quickly as
      possible in order for him to be able to turn around and sell this house
      quickly. Mr. ****** was overly aggressive each time he called and inquired about
      when the liner would be installed even mentioning that he would call everyday
      if necessary to update us about the current weather conditions. In the
      beginning of February, we did have some above average temperatures where we
      were able to install the new pool liner. After doing so, they were advised to
      keep filling the pool until there was six inches of water in the shallow end of
      the pool. This did not happen.  There was
      not enough water in the shallow end which would have prevented the liner from
      floating after the rain that we had. 
      After this, we returned to drain the water from behind the liner and
      reset the liner. Again, we advised them to fill the pool with 6 inches of water
      in the shallow end of the pool. I should also mention Mr. ****** had a “contractor”
      staying at the house who was supposed to be watching the level of the pool
      water, as he was not only living there but also remodeling the house. I should
      also note that the “contractor” appeared to have illegal drugs in the residence
      (there were not any working outlets on the outside of the home so we had to
      access power through a kitchen window) and was not acting very stable during
      the times we were at the property doing work. It was this “contractor” that
      decided to turn the water off before there was six inches in the shallow end of
      the pool the first time we installed the liner and then we had to go back a
      second time to reset the liner because of him. The second time he decided that
      the liner should be cleaned before the pool was completely full of water, which
      it was not even filled with the 6” on the shallow end, so he took it upon himself
      to drain what water was in the pool . This caused the liner to float a second
      time. This was when it caused a tear around the main drain. **** was able to salvage
      the liner again by patching the pool liner. 
      After this, the pool was filled, the steps were repaired (an added repair
      not included in the original estimate), a new pump was installed, plumbing was
      reworked, the cover was put on and taken off twice as requested by Mr. ******, and
      the pool was eventually treated and opened for the season. We were never
      notified after this point, that there was a problem with the pool.

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