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:25/02/2025

  Type:Service or Repair 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.

  This is regarding my snow removal contract. I was looking to have at least one car space in my 2 car drive way so that I can take my car after 4-5 days. I understand that snow was higher this year than last years. I asked to clean my drive way after 48 hours and when still not cleaned I was hoping at least one car space will be made so that I can take my car out after 4 days. Initially I sent message during daytime, since I was waiting from last 4-5 days and I sent message politely during nighttime after 4 days and I was ********** which is not acceptable at all. Since I paid full in advance, it does not mean that agency can ******** me after not providing services. I need my full refund as this is very bad experience. Need BBB help into this.

  

  Business Response

  Date: 08/03/2025

  We do not provide full refund for any client. This client had services provided since November 15th. This is a new client that does not understand how the services work in major record breaking snow fall. We do not make return visits for city left snow banks nor visit for city banks left at the bottom of the driveway. The service includes snow that’s fallen from the sky and accumulated on the driveway and sidewalk/walkways.. Up to the time of this complaint the client had a visit that none of our other 450+ residential homes had due to complaining as a courtesy which he did not understand.
  

  We do not tolerate these type of complaints from clients. This client is entitled to $65 refund for remainder of the season as per the agreement that states all existing visits will be subtracted from the time of cancellation. A visit was done after this complaint was made also. Which was not made for 450 + other clients.

  So far 22 visits has been performed this season for all residential homes which is subtracted from their total costs as per the agreement.
  

  Spoke to the client over the phone whom was extremely **** and called me by our employees name after I took time to speak to him and made ******* to me that I was the same person as ****** and did make an effort to underhand. So I can see why ****** responded the way he did to this client.

  Client is more than welcome to request his $65 refund for the remainder of the season by emailing ****@*******************.ca as per our company policies.

  BBB *******/fake reviews are not tolerated as clients feel privileged to complain for refunds when services as been provided all season. Up to the time of this response, the city crews are cleaning and doing snow removal services - 3+ weeks after a major record breaking snowfall.
  

  Once the client has emailed to cancel his services a refund of the remaining period can be provided.

  Any attempt to falsified this agreement / false review claims, can be made to our legal team at 

  *****@*******************.ca

  If any response is needed - I can be reached personally at ************.

  Thanks,

  ******** ** President.

   

   

   

   

  Customer Answer

  Date: 12/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because response does not have any facts. Let me share the facts with you:

  - My contract was started from Jan 2, 2025 not from Nov 15 (******** ******* *** *****). and I was asked to pay in full.

  - I received call from one of the US numbers and at that time, I was driving. When I try to revert the call, number was not valid. It seems, I was called from some fake no. 

  - Snow cleaning crew did not remove snow from my drive for 8 days and when I requested I was told as if I am asking for favor. 

  - Why there is no management contact details is shared so that I can reach and share my concern.

  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 20/03/2025

  As I shared payment receipt, contract was started from Jan 2 not Nov 15 as mentioned by vendor. I found discrepancies in vendor response. I received the call from vendor when I was driving and when I to call back, found that phone no was not reachable. I have shared the details in my earlier response on March 12. Please let me know what clarification required from my side. 

  

  Business Response

  Date: 08/04/2025

  Hi,

  My phone number has always been reachable for the past 25+ years now. I did not receive a call back from you nor a voicemail or email. Neither did the office. As mentioned and stated on the paper work you've received when signing up, cancellation requests must be done through e-mail (****@*******************.ca) and is processed within 30 business days once requested. Any visits made prior to the time of cancellation request is subject to be deducted at a per visit rate for services. Any balance owing, is refunded to the client once service cancellation is requested.

  There has been  24 visits this season for clients whom have been on board since the beginning. For when you signed up in January, once your cancellation is requested, the software will calculate the amount of visits done to your home until the cancellation request has been received and notify you of the amount being refunded.

  BBB Complaints have nothing to do with processing refunds until a email request is made, nor do we process full refunds for any clients who have had services completed. Once you have submitted your email request, the office will handle the procedure.

  Thanks,

  ******** **, President

  ************

  Customer Answer

  Date: 08/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because as I stated the service was never on time (not even within 48 hours), I have to remind multiple times for snow cleanup. Employee is not polite and not ready to listen. As suggested, I have raised request for refund and not sure amount of refund I will get.

  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 09/04/2025

  yes, email is shared with National snow removal team.

  

  Business Response

  Date: 26/05/2025

  This matter has already been dealt with on our side.

  The refund of $220.00 was processed and scheduled via e-transfer on Tuesday May 20th.
  
  An initial cheque was issued prior to the client but was returned to our office. ******** and the client spoke regarding an e-transfer payment which was then processed on our pay run on the above mentioned date.
  
  Thanks! 
  

  
  

  Customer Answer

  Date: 28/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The overall experience was horrible; I was ********** for requesting the snow removal. I paid 650 CAD for this service and did not receive back half of that amount.
  
  
  
  Sincerely,
  
  
  
  ******* *****