Diana in Toronto

We hired First Choice Fence to replace approximately 214 feet of fence and two gates in the backyard. We have an in-ground pool and full sprinkler system in the backyard. The fence project began in mid-May and was completed in a little over a week. They were paid upon completion and we said thank you and good-bye. Then the nightmare began about a month later. Due to a rainy spring, the pool opening was delayed to early July. After the pool was open, we started to find a series of damages in the pool pipe. The pipe was punctured in two places, both directly below the fence posts. Our pool company confirmed that both damages were caused by the auger during the drilling and digging of fence posts. The pictures are clear evidence that the fence crew drilled, damaged the pipes, and poured cement on top. The damaged pipes would have been exposed and visible when the cement was poured because it’s sitting directly on top of the pipe. But they didn’t inform us and continued working, covering up their mistakes and leaving us to find and deal with the damages ourselves. To make matters worse, there were also damages to the sprinkler system. We identified three sprinkler leaks in areas of where the fence posts are and broken sprinkler heads. All these subsequent repairs are quickly adding up and costing us over $2000. I was in communication with Pratema as soon as we started to discover damages. She denied all responsibility and was not interested in helping us solve the problems that they created and left behind. She maintained that it was owner’s responsibility to inform contractors of where private utilities lines were, so they were not responsible. But I was never told that it was my responsibility to inform them of private utilities lines before and during the project. How can I do something if I didn’t know? Why wasn’t this mentioned during the onsite visit when she saw our in-ground pool? I also found out that Pratema records phone calls without client knowledge. While it’s not illegal in Ontario to record phone calls per the one-person consent law and I have nothing to hide, it was still an invasion of my privacy. I was never informed that our phone calls were recorded. She may argue that it’s protection for both parties but how can it be for my protection when I don’t know about it? If she wants to record, she should be upfront and obtain client permission. I also question why she needs to record client conversations in the first place. If you’re reading this review, recording client conversation in secret is not common practice in the trade industry and don’t let any contractor tell you so. I asked friends and other tradesmen and they all found this behaviour deceitful and shifty. Since the dispute began, I consulted Consumer Protection Ontario on resolution and what my consumer rights are. They referred me to consumer protection information regarding home renovations and repairs. Under Ontario law, any home renovation contract worth more than $50 must be in writing. I was never provided a contract. The only paperwork I received was a quote with a basic diagram with approximate measurements, materials used, fence style and cost. There was no contract for my signature, no payment schedule, no warranty description, no disclosure on owner vs contractor liabilities and responsibilities. I DO NOT RECOMMEND FIRST CHOICE FENCE. They take advantage of inexperienced homeowners. There is no place for dishonest contractors in the marketplace. Please learn from my experience and take your business elsewhere. Learn your rights and find the information you need to know to protect yourself when it comes to home renovations and repairs by going to Consumer Protection Ontario website - Homes and renovations - Your rights when starting home renovations or repairs.