Complaints

This profile includes complaints for Railings By Design's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Railings By Design

  7 Maple Trail Rd Caledon, ON L7C 3Z3

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  Railings By Design

  16 - 18 Strathearn Ave Brampton, ON L6T 4P1

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:06/07/2022

  Type:Service or Repair 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.

  We hired railing by design to make and install about 20 feet of powder coated metal fence and 2 gates on July 6th 2021 for $6,780. We gave them a 50% cash deposit July 15, 2021. On October 28th 2021 it was installed and they received the balance. When I came home from work I inspected what was done and noticed that all of their work was installed out of square, the gate was making contact with the fence and there were defects (paint bubbles, rust, grinder marks, scratches) all over the fence. My wife sent photos of all the defects and asked them to come and see what could be done for repairs. As of July 3rd 2022 they have not returned and have blown us off several times.

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/07/06) */ Upon installation, the wife was more than satisfied and inspected the job at which point cleared the owing balance. Prior to installation we advised this family that they would need to make some repairs to their existing wood post as we were certain it would cause the gate to lean (and not be squared as ******* mentioned) we did not hear from them on this day but some days/weeks later. When they did reach out it was regarding simple touch ups. We addressed their concerns via text and explained what was causing these minor issues. It wasn't until march that they reached out to bring about new issues that were not present. We explained we would get to them when we cab and again reminded them the work they dis to their concrete and the lack of repair they were supposed to do to their wood fence was causing these "new" problems. Regardless of this we offered resolution . We did have to reschedule unfortunately because our employee called in sick. Upon rescheduling ******* failed to answer the new date provided. On the morning of such date he responded with asking what time we would be there. I explained i hadn't received a reply and fixed our schedule differently. He expressed he took time from work yet had 4 days to reply to me to confirm and did not. I asked if we could arrive 9 am the next day and he said he prefers to take me to court. Once again i offered , i called twice and text repeatedly asking him if we could go the next day and he replied he was not wanting us to do anything. ******* failed to take our advice that the wood post that was to hold his heavy iron gate would need to be replaced and he dismissed it. Months later he is upset the gate is leaning and doesn't open. Again, regardless we wanted him to be a happy customer- he simply wanted a refund. Consumer Response /* (3000, 7, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nov 5 "can you give me til next weekend" no show no message Nov 12 "next Friday" no show, no message Nov 26 no show, no message Dec 9 can't make it Mar 4 asked for service. Said they would come. No date given May 3 reached out for date again. Was given date of 2 weeks. No show , no message May 14 reached out to confirm service. No response May 15 asked for response. No response May 16 asked for service "I can't seem to get there" was response. Then "this week". No show, no message May 30 asked for commitment to service date "I cannot give you a commitment at this time" tentative date of the next week June 21 no response from company. Asked for another date. June 26th was given June 24 asked for time. Response was "I will let you know" June 26 company asked to reschedule. Said will come Tuesday June 28 asked for time they planned to show up. "You didn't confirm if you would be home. You didn't reply. We have booked an installation. Does tomorrow work? Thursday?" As I said in my initial complaint, my wife was initially pleased, but she doesn't know how to look at the fine details. I do, and when I got home from work we texted them right away. We have text messages same day of install expressing our concerns. We did not have 4 days to respond as there are not 4 days between June 26th and June 28th. I expected them to show up when they said they would. If the service hinged on my response they should have made it known before scheduling someone else. They also should have let me know that since I didn't respond they were going that route. Instead once again I have to text them asking where they were. As for the gate, our issue is that it's making contact with the fence. It's also out of square because the railing isn't centred with the curb. Yes the wood post is part of that, but their failure to properly measure the fence/gate exacerbated that problem. As for the gate touching the fence, it was installed like that. The installer shimmed the gate with 2x4s to get it closer to the fence. If they took the time to come with proper material they could have shimmed it with something slimmer as to keep a gap between the fence and gate. They do sell wood thinner than 2" (1.5" actual) The only issue that came later was more rust on the fence. Starting rusting in spots all over the fence after the winter. Powder coat was poorly done. I declined service after the combination of so many no shows and cancellations. They are not serious about fixing this as it's been 8 months since our initial complaint about the install and quality. The only reason it's been 8 months is because they've been paid in full. I don't even have enough room for files regarding cancellations and no shows