Complaints

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:31/03/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  FIRST CLASS FENCING. I had a late November, 2024 contract for a fence installation that was postponed for a couple of days, by them, due to another job taking longer than expected. Then, the day they were to come, snow and winter came and it was agreed to postpone until Spring. I contacted them March, ****************************************************************************************** yes, they said, here is your new 'updated' quote, which was a full **% more than the original contract. Here is a quote from their email: "... with material prices going up so drastically due to the tariff war, there is just no way that I can possibly honour the original quoted price from last year." I'm pretty sure all the material for my job is still sitting in their warehouse from last November, and tariffs haven't even started yet. I have unsuccessfully appealed to them to honour the original quote; however, they did agree to a 35% increase instead of the **%. This is completely unacceptable and I want them to finish the job as originally agreed.

  Customer Answer

  Date: 01/04/2025

  I have attached three quotes from First Class Fencing. The first quote from last October (2024) was the one I agreed to for a total of $********. The second one from March 2025 was for $******** (more than a **% increase). When I complained and pleaded my case, they reduced it somewhat (see Quote (revised 2025) for $******** (still almost **% increase). This is completely unacceptable to me. Under the circumstances and because they were completely aware that I was not wanting to cancel the first contract, just postpone until weather permitted, I feel they should show some goodwill and complete the job as originally negotiated. 

• Initial Complaint

  Date:27/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After hiring First Class Fencing to build a shared fence with our neighbors, we have found the completed fence insufficient and we cannot get a response from the company about our concerns, and it has been over 30 days since the line fence went up and two weeks since gate install. The line posts range in distance from each other between 8 ft and 10 ft 8 inches (uneven post spacing) which makes the fencing very flimsy. We also have concerns about wind load on the fence once privacy slats are installed. The front fence (street facing) was not built in a straight line (see photos) and the fence line cannot be made level as the gates were not built correctly for the height of the openings (see photos). Both ourselves and our Neighbours (all parties CCd in the same email) have made multiple attempts to contact the company via email, sent to both **** ******** (**) and ********** ***** (Admin) and have yet to receive any reply. One telephone call was also placed by ******** and she was assured a resolution, no further contact was initiated by ***.

• Initial Complaint

  Date:23/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 First Class Fencing to remove existing 59 wooden fence and replace with Chainlink fence including 2 gates on front portion. Our Line Posts are not consistent, found a guide online saying a 59 chainlink fence should have 7 line posts and we have 5. Also says maximum distance between posts is 10 we have a section of 106. With privacy slats posts should be closer together as wind will add stress to fence, we purchased the privacy slats from ***. Our front fence is crooked. Gats are wrong height especially the neighbours. Supervisor came to our location and said he would talk to owner after saying they could put posts wherever the wanted. We have emailed with no reply since August 8 when they told us our gates were being installed the next day. We are wanting 4-5 more line posts installed, the front fence to be straightened and the gates to be correct height. Calls and emails are unanswered.

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I hired them to build a backyard fence and insisted that the materials be delivered into my back yard, for security. A deposit of $******* was paid. The first time I dealt with them, their delivery guys dumped the load on the front sidewalk. This time, their delivery guys ignored the written instructions on the waybill and dumped the load in the alley. Partly blocking the lane and my garage door. When I cancelled the contract and had them remove the load, they charged me $*** for "Restocking Fee" when it was their s**** up!They can read a contract but can't read delivery instructions? I want my full deposit back. They owe me $***!

• Initial Complaint

  Date:28/10/2022

  Type:Order 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.

  On Sep 20 2022 I received Quotation from ***** Class Fencing to do my Back Fence and the Gate in the front for $5376.88. I signed that Quotation and sent it back to them. I was sent a revised Quotation on Sep 22 2022 for the same Back fence and the Gate for $6023.54 because they had forgotten to add 7 feet in the last Quotation. I also received email from them requesting for 50% deposit to purchase the material. I did not sign the revised Quotation and nor did I make any deposit. After Sep 22 2022 there was no communications from either side. On Oct 14 2022 suddenly a guy rang the front door **** and advised that he had come to do the fence. When I advised him that I had not paid any deposit and nor did I receive any communication from the company, he contacted the company and that was when the co-ordinator of the company advised that even she was not aware that the crew (one guy) would be coming to do the job at my place. As per her email to me on Oct 14 2022 at 12:09 pm: I have cancelled everything and we wish you the best. But on Oct 15 2022 she sent me another email asking me to pay for cancel fee for restocking of material that was never delivered at my place. When, I disputed this, they threatened to send this to third party. They sent a revised contract which was not signed by us and still holding us responsible for a contract we did not sign as sending an amended contract unilaterally repudiated the first contract. They are simply ********* me.

  Business Response

  Date: 19/12/2022

  Hi *******, 

   

  We appreciate the feedback on the matter.
  

   

  As the manager, I will be addressing the staff on why any of your project was started without the deposit. Our policies do not allow let us to move forward on a project without a deposit even with a signed contract. It's our number 1 rule. That said, we do invoice close to **** clients per year and I will admit we are not perfect all year but it was under our understanding you wanted the project completed and we did everything to do so.

   

  On that note, there is vital information that I would like to address so that potential clients understand the full story. 

   

  You said "After Sep 22 2022 there was no communication from either side." - This is not accurate. We have emails from Sept 27, and Oct 3 updating you on the project and start dates. Unfortunately, your not responding to updates told us that we were still moving forward on the original signed contract. Most people appreciate the updates but do not respond because they are simply updates. Where this fell apart was NO responses from you telling us you were not moving forward. There was never a time when you told us the project was not moving forward. If a client signed our contract and informed us that they were moving forward with the fence but then didnt respond to our updates, so we never showed up I think we can agree that wouldnt be a pleasant experience.

   

  You said, ********* called the office, and our manager did not know the crew was on-site" - This is also quite misleading. You had an email stating that our OM knew they were there but didn't know they were going to be early because they finished the last job early. It was always known your project was scheduled with the crew.

   

  You said in quotes "I have canceled everything and wish you the best" This is not quite how that email went, there is a lot of missing context. Over the course of a few emails, our OM said you can cancel and there was going to be a restocking fee. You mentioned we "threatened" you with a restocking fee. I wouldn't call this a threat, its what you signed off on the contract if you cancel on short notice. Secondly, you also signed off that unpaid bills will go to a 3rd party agency. 

   

  Contract deliverables you signed beside:

  "A restocking fee will be applied to all cancellations once material has been ordered and this fee can vary between 10% and 50% of costs."

  "We may contract your file to a professional collection agency for collection"

   

  You mentioned ********** - I would say this is a very aggressive statement. We sent you respectful emails, updates, and notifications as per the contract you signed. I have no doubt if you were in our shoes, you would have handled this in the exact same manner. Everything we did was with respect in trying to complete your job and then when you officially canceled on the date of installation we followed our policies to recoup the costs incurred.

   

  The situation is unfortunate. We believed you wanted a fence from us and thats what our intentions were. You have since canceled, you have not been charged and all parties have moved on.

   

  If you would like to further discuss this, feel free to reach out to us directly: ************

  -First Class Fencing