ComplaintsforJay's Transportation Group Ltd.

• Initial Complaint

  14/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 27th we moved from one address to another within the City of Regina (**** ******** ***** ***** to ******* ***** ***** ****). We had received a quote from Jays indicating the labour cost plus cost to proceed with packing all the material to be moved. We agreed to pack all the material ourselves and get charged for labour only ($1175)which was agreed upon by Jays. Upon completion of the work they submitted a bill of over $1900. the reason being the stairs of the complex and the difficulty of moving in the couch (which they never did do). They also indicated because of the size of the moving van the move could not be completed until a portion of the load was reduced at a cost of $235/hr. We completed the remainder of the move ourselves and have not paid Jays anything which has resulted in bill going to collections. We have offered to pay Jays the initial labour estimate which has been refused.

  

  Business response

  14/02/2024

  *****

  The ********'s were given an estimate of charges and not a quote.  the charges were estimated based upon the amount of weight that we were moving which was 3534 lbs.  our truck can hold 2x's that so there were obviously more contents shipped with Jays then what was told we would be moving.  we explained during the move that some items like the couch were not going to fit and there was a delay while the ********s figured out what to do including trying to get contractors to take the door frame out.  when the walkthrough took place there was lots of back and forth of what would be going and obviously, we took more than what we were told.  we added 2 more movers at no charge to try and get your move completed. we have tried to resolve this with you, but you would not return our calls, so we were forced to send to collections which you offered $.10 on the dollar owed which is totally unacceptable.  There is no charge for stairs as only the time it takes to move is charged.   again, we did all we could to satisfy you and you did not respond.

   

• Initial Complaint

  15/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hired Jay's moving out of Yorkton to move us on July 24, 2023 from Binscarth MB to Langenburg, SK. Despite doing a facetime call of my house & contents with the Sales Manager, I immediately recognized when the truck pulling in was too small. The movers spent most of the day juggling items into the truck to make it fit. By the time they were "finished", they left for Sask. & one third of my items remained in the house. Possession date by the new owners was 6 days away. The movers were going to lock the truck up in Yorkton and return back to Langenburg the next morning, however, I asked that at least our mattress could be taken out. The movers said that as long as they were late already, being later won't make much of a difference and they unloaded for a few hours. The truck returned the next morning and unloaded the remainder of the items (including smashing my desk). They could not tell me if/ when the they could return to move the remainder. I tried calling the office in Yorkton to arrange a second pickup of items but they were avoiding me so I drove to see them personally. The sales manager booked July 28th but needed to talk to the local General Manager (****) for any discount. They later notified me that I would have to pay for the full charge on the second trip minus 10%. During the week, I called the Manager to state our case & arrange for a lower price. He would not lower it anymore than he had, & made a disparaging comment about my disabled wife. He & the sales manager also said that they sent the smaller truck cause THERE WAS NO FACETIME CALL. After the phone call, I emailed both of them proof of a facetime call but neither one of them ever replied. During the week of the move, I travelled 3 times per day with my truck & trailer moving as much as I could. In negotiations with a regional manager, we agreed to half of of the 2nd trip IF the sales and general managers apologized. The Sales Manager apologized but the Sales Manager will not.

  

  Business response

  06/02/2024

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

  There was a fair amount of miscommunication.  there was a discrepancy on what would be transported and what would not be transported, according to Mr. ********* and the sales rep, Mr. ********* says that the cartons and other belongings were being transported by Jays and the sales said that Mr. ********* was taking the cartons and other belongings in his trailer which he mentions he had made many trips himself.  If this was made clear, the original quote would have been for the truck to make two trips.Mr. ********* says we should have sent a bigger truck; we sent our 5-ton truck which is the biggest unit we have and given the weight that was established by the sales rep this would have only meant one trip.  The crew filled up the truck and left.Mr. ********* had called the office about us returning for the rest of the contents and was told at that time what the charges would be, when we had completed the relocation and asked for payment Mr. ********* refused to pay citing the reasons in his claim. I had reached out to Mr. ********* and tried to resolve the impasse by asking him to pay half of the $888.00 and agreed to $425.00.  Mr. ********* has not paid the agreed amount as he would also like an apology from the branch manager. He states that when talking with the Branch manager and explaining that the move had caused him hardship as the new people were to move in soon and his wife is disabled to which he claims that the branch manager replied " here we go again" to which the branch manager says her was not speaking to Mr. ********* but was directing that comment at the sales rep. and will not apologize as he was not speaking to him.as the Regional Manger I have tried to come to a reconciliation to no avail as we agreed upon the settlement, but Mr. ********* is demanding an apology, I have passed on the situation to our general manager of moving who has had numerous phone calls with Mr. ********* to no avail

   

   

  Customer response

  06/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  - part of ******s reply is incorrect as discovered when talking to Mr. ********. The sales person did enter that all the contents were to be moved, and then deleted for some reason

  - I paid for the entirety of the quote for the move. I did not pay any portion (yet) for the second day’s move. I maintain that either a larger truck should have been sent, or two quick trips to complete the responsibility of the agreement. 
  - I still require an apology from Mr. *********; he is lying similar to how the sales person was lying about not doing a FaceTime call of the house and contents. 
  - I have been very happy with conversations with Mr. ******** and I await his reply. 
  
  Sincerely,
  
  ***** *********

  

  Business response

  07/02/2024

  *****

  I said there was miscommunication on what was being transported and if anything was deleted after being added it was because they sales rep was told that you were taking them.  I will not debate as I was not there.  you agreed to the extra charges when you called about the 2nd trip or we would not have sent the truck for the 2nd trip and when the trip was done you stopped payment on the cheque.  The branch manager will not apologize for what he says as he states he did not direct his comment at you as you were on speaker phone in the office with the sales rep.  We have also told you that the 5-ton truck that we sent was the biggest truck we have at the Yorkton location and was the truck that was used for your relocation so a bigger truck was not an option, had there not have been the miscommunication on what was travelling the sales rep would have estimated you for 2 trips as the shipment would have been too big for one load.  

   

   

   

• Initial Complaint

  26/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Jay's moving to pack, transport, and unload our goods during a interprovincial move (SK to AB). We were promised competent professional packers, careful moving (e.g. - upholstered items wrapped for transport, respectful conduct, and our items back in the condition they were collected. The packing process was disorganized with a brand new trainee on the job, items were packed in an inefficient manner, and many sets of items vanished (sets of glasses, bedding, and decorations). We paid hourly so this was frustrating. Upon arrival, the unload was also disorganized as our setup box was missing. Furniture that was to be reassembled (according to stated expectations) was not, as hardware was lost in the boxes. Items were damaged - ***** and Jay's denied the claim suggesting the damage was pre-existing. Upon review of the manifest (which was signed under duress and with the driver obfuscating the manifest contents) - every single item in our house was marked as damaged (we can provide examples of 'damaged' items that are in pristine condition still). This is concerning for malicious practice, preying on vulnerable populations (we just had a newborn and were very distressed and distracted). The delivering driver did not allow us to do inventory check-off and stated it wasn't needed. He insisted we sign saying it was not needed and indicated that this would not affect our ability to claim missing items. (***** has denied our claim for missing items on the basis of our signature). The inventory may not have helped anyhow, as we suspect the packers may have taken items even prior to inventory. There were 6 packers so we could not personally supervise them all. Our assigned customer service 'specialist' does not respond to e-mails outlining concerns outside of form letters and telling us what is being denied. One of the movers left fecal matter in our bathroom toilet and stacked boxes on top. This bathroom also did not have soap.

  

  Business response

  26/09/2023

   

   

  ******, I have read your complaint and we are currently dealing with you claim through ***** *** *****, unfortunately these things take time.   We are meeting very soon to discuss your claim and will respond to you.

  Please make sure you have facts straight as you were never charged hourly for any service.  At first blush I will give you that we may not have been at our best, but you have made some comments in your messages to ***** and in your complaint here that will need some qualification.

  you will hear from us shortly

  Customer response

  27/09/2023

  
  Complaint: 20654679
  
  I am rejecting this response because: Further action is planned
  Thank you for your reply. A challenging part of this process has been 'getting our facts straight'. Invoices and processes have not been transparent. We made every attempt possible to deal offline. The assist. mgr. at Jay's passed us Jay’s regional manager. He was to get back to us by the end of day (August 14). Further attempts at contact have not been successful. Our 'client care specialist' is generally silent outside of rejections for consideration or copy-pasted responses. Misinformation on our part is not from lack of us trying. This misclarity does not detract from the rest of our service experience (i.e. – no Strawman here).
  
  Packing charges were different than estimated, but reduced work compared to quote (no re-packing storage unit). Without clarification, we assumed either the initial estimate was low (and work was modified to keep within budget - not communicated), or charges used some other metric (# cartons packed, weight, hourly?). 
  
  Comments RE: missing boxes were posted after exhausting all other options. We felt there were enough grounds to file a police report - not done lightly. Mgmt were initially empathetic hearing our experience but after initial contact there has been relative silence and no action (corrective or compensatory) appears to have occurred.
  
  We voiced concerns: as a vulnerable family, we felt the trust we extended was exploited and abused. We hope this never happens to another family and are concerned these practices will continue. Our posted story sounds sensational. We wish we were making it up as it has been a truly stressful experience during our transition to a new city. 
  
  Jay's has requested patience, which we will extend. For future we suggest acknowledging receipt of concerns. (We had no ack. until yesterday morning and then this message). My family and I will await your response and consideration.
  
  Respectfully,
  
  ****** *****
  

  

  Business response

  11/10/2023

  Hello ******

  We have been in contact with ***** *** ***** and we understand that they have settled your claim except for the $1000 for personal hardship.  If you are in agreement with the settlement from ***** we would like to have a call with you to discuss the $1000 that you are looking for for the reasons stated in your claim.  please let me know if you are in agreement with this process and we will try and set this up as soon as possible as our General Manager will be out of town next week

   

  Thanks *****

  Customer response

  12/10/2023

  Hi *****,

  ***** did settle for the dates and losses as a gesture of good will (i.e. - they did not indicate they found or accepted  any fault with the service provided).

  We would definitely appreciate a call to discuss the service deficiency. Beyond the monetary portion is the hope that this will not happen to any future clients.

  Yours,

  ****** & *********

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I engaged Jays to move our things from Saskatchewan to our new location in Alberta. Jays came at the end of August 2022 to do the packing over 2 days and eventual loading. I paid about $20,000 for the move. We were in for a rude shock when our things were delivered on the 12th of November 2022. We were not the only ones shocked, as the driver was also surprised that the loading was not professionally done, and that the things inside the trailer were not well braced. A large number of things were destroyed during the move. Furniture, decorations, electronics, clothing, printer, freezer, toys, tokes, etc. My children and wife cried at the extent of the damage. It appeared as if every box we opened was compromised. Some of the damage looked intentional. I lodged a formal complaint, taking pictures of the total damage and itemizing them all. I also put an approximate cost to the damaged things. In fast, in my costing, I was very considerate, significantly reducing the cost price of the damaged items. I was shocked when I got the response from Jays on the 6th of January 2023. They selectively accepted responsibility for some of the damage, and regarded the other damages as pre existing. This was frustrating, annoying and condescending. This was akin to pouring salt on a festering injury. They never came to inspect the damaged items themselves. They came to this conclusion from the pictures I took. I am resorting to this means of complaints as a first step in seeking justice. I have informed Jays that I shall inform my lawyer (which I have). I will not hesitate to take them to court, and make the trauma my family went through very public in all forms of media. Like I told Jays, NOBODY should go through what we have gone through. Maybe they have been getting away with things like this in the past, but not this time. The disregard and irresponsibility they have shown is just an added incentive for me. I want fair compensation for ALL damaged items. Nothing less.

  

  Business response

  20/01/2023

  Jays would like to investigate these allegations and respond, we will need a couple of days for this as the person who settled this claim is unavailable until the 24th of January

   

  Thanks

  

  Business response

  23/01/2023

  This claim was settled by ***** *** *****, who we are an agent for, after Jays reviewing this claim we have asked ***** *** ***** to have another look at their settlement as we see that some of the claim was denied for which we believe the customer may have coverage for.  We have reached out to ***** *** ***** and they are reviewing

   

   

  Customer response

  23/01/2023

  
  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.

  I am not looking for trouble. I am not making a ridiculous request. I would just like a fair resolution, and not have my claims swept away or rebuffed as if they don't matter.

  Thank you for your intervention. 

  
  Sincerely,
  
  ********* ******

*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. ↩