First Class Fencing

Hey Todd,

Thank you for the kind words and we are really happy to hear you had a great experience and that you'll never have to paint another fence. :)

Feel free to give us a call if you ever need anything.

-First Class Fencing

Thanks for the kind words Angela. Enjoy the new fence and feel free to call us if you ever need anything :)

-First Class Fencing

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

Hey Jason,

So glad to hear! This is the reason we do what we do. We love being able to provide top quality and experience, together, and glad we could nail both.

Looks like we will be back in your area helping the neighbours come 2020. Feel free to say hi anytime!

Work: 403.991.5995
Cell: 403.998.8584
Email: admin@firstclassfencing.ca

Hey Gary,

Thanks for your kind words and feedback :)

We are glad to hear we could provide a pleasant experience for you and Jacqueline.

Please feel free to call us if you ever need anything

Work: 403.991.5995
Cell: 403.998.8584
Email: admin@firstclassfencing.ca

Thank you Margaret for the kind words!

Security and attractiveness are key, glad we could do both :)

If you ever need anything don't hesitate to call.

Work: 403.991.5995
Cell: 403.998.8584
Email: admin@firstclassfencing.ca

Hi Martha,

We are very happy to hear you are satisfied with your fence.

-First Class Fencing

Excellent to hear and thanks for the kind words! Enjoy the new fence :)

-First Class Fencing

Thanks Angela for the kind words and we wish you the best with your new fence :)

Don't hesitate to give us a shout if you ever need anything!

-First Class Fencing

Hi,

I would like to sincerely apologize for the inconveniences caused.

At First Class Fencing, customer satisfaction and providing a pleasant customer experience is something that we take very seriously and aim for on every project we are elected. Unfortunately, sometimes mistakes happen but a satisfactory solution is always in place.

In our attempt to serve you better and retain you as one of our valuable customers, we would like to have someone come out immediately to discuss and provide a satisfactory resolution. I hope you find these actions satisfactory and up to your expectations, it's the least we can do. Unfortunately, we are unable to track down any contact info for you without a name or number so we strongly encourage you to message us directly, to have this taken care of immediately. 403.991.5995 or admin@firstclassfenicng.ca

We take this opportunity to thank you for your feedback which allows us to serve you and other customers better.

-First Class Fencing