Unprofessional customer Service
My neighbor and myself signed a fence building contract with First Class Fencing in the summer of 2019. Project wasn't completed until December of the same year.
There was a delay due to incorrect post holes dug in the initial process, we told First Class that the fence posts should be aligned with other neighbors' fences before the project started (no on-site meeting before digging). Project had to stop and an on-site meeting was requested. When the Project Manager showed up, we explained the problems and holes should be fixed without cost, PM replied no problem (verbal agreement). However, we received an e-mail later on from the PM that we have to pay additional charge ($500.00) for re-digging the holes, or continue the project with the already dug holes. We had 5 days to respond otherwise the project will be cancelled and additional 30% restocking charge will be added (should be 20% based on the contract). My neighbor and myself were stressed out trying to figured out the best way, so we made an offer to First Class to re-dig the holes at $250.00, First Class accepted the offer, and project resumed.
In conclusion, we don't recommend First Class because of poor communications, no on-site meeting before project started, and we had to pay for the mistakes that they made.
- Approximate cost of services:
- $3,800.00
- Company Response
Hello Taka/Samir,
Henry here. We apologize deeply for the stress we caused you. This is not to change directions or point fingers, but this also yielded stress for us in our efforts to find a solution. We go to great lengths to provide our customers with the best possible experience and as a whole our customers find our / my estimates to be very detailed, which we pride ourselves on. Unfortunately, in your case, the paperwork that was signed never stated spacing, nor was it discussed in person and even in bolded letters on your paperwork it states: “Please do not sign this contract if there has been promises made that have not been written down within this contract or it may not be delivered upon.” And well as “Post placement is based on the Customer’s documentation”. Which is the nature of the issue at hand.
I/we are an open book and believe 100% in full transparency for our clients and I am open to providing estimates from previous clients where post spacing was discussed and stated in contract/drawing. On the day I visited Taka and I walked the line in detail and stated exactly the style of fence and where he wanted the fence to end which did not end in a multiple of 8’. That measurement was stated in the estimate and drawing. Then it was mentioned we were expected to provide additional material and footage to make it a multiple of 8’ spacings after the work had begun, which prompted us to redo all the work we had already done. Due to what we had discussed in the estimate, we were ending the fence line exactly where I was asked. As per our expert opinion for ornamental fence we do 8’ spacing and cut the last individual panel down. This also falls in line with the industry standard and has several benefits for the customer.
Additionally, I spent much time after working hours to get things resolved. With the $125 you each paid for the change of scope, that charge was only 1/3 the cost of labour. Once the number was agreed on, we felt we had come to terms being we covered most the cost and you signed off on it. (Taka had discussed this with our controller, but happy to provide that paperwork)
It’s unfortunate you feel we do not admit our mistakes. I / our team believe heavily in humility and we are happy to admit our mistakes. That said, we did fail on the restocking fee of 30%. I believe the explanation was missed when we said 30% instead of 20%. I know our controller has since discussed this with Taka but the reason for that was due to the expense of us to return the material to our supplier was going to yield 30% of the material costs. We have since adjusted our paperwork to address restocking fees can yield higher than 20%. We do appreciate you bringing this up, that was an error on our part, but we hope that from all discussions that has been addressed for you. 😊
You have every right to post feedback and we always encourage it from our customers so that we can be better today than we were yesterday but your feedback does not feel entirely fair. It also breaks our hearts to see the efforts you both have put towards hurting our reputation on every online platform possible when all we tried to do is provide solutions and help to our best ability. We even offered to refund more than the costs ($250) to each of you in hopes that would be satisfactory and allow you to post a more accurate response with maybe some of the points above. That was then sadly interpreted as “a trade” when our intentions were only in good faith.Again, we apologize for any discomfort and upset caused. I encourage you to reach out to me directly if you would like to discuss this further or set up a meeting in person so I can do my best to resolve this.
Work: 403.991.5995
Cell: 403.998.8584
Email: sales@firstclassfencing.ca