Complaints

This profile includes complaints for Kodiak Snow Removal's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kodiak Snow Removal

  247 Westbrook Road Unit # 6 Carp, ON K0A 1L0

• 

  Kodiak Snow Removal

  1017 Carp Road Stittsville, ON K2S 1B9

• 

  Kodiak Snow Removal

  1017 B Carp Road Stittsville, ON K2S 1B9

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:22/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 complaint is regarding Kodiak Snows parent company ************************* August 2024, I went to Kodiak Sheds site on ********** in ****** looking to get an estimate for a shed with specific height requirements. The saleswoman promised that I could order a shed with 7 heigh walls and an open ***** roof (no cross supports). I was very specific about my requirements and was assured on multiple occasions that the ***** roof would not have cross supports and that it would be just like their model on site (which also had no cross supports). When the shed finally arrived in mid October 2024 the shed walls were 6' instead of the 7' and the ***** roof had cross supports every 2 feet. I immediately brought this to the drivers attention and he called the owner of the company who explained that for transportation purposes sheds with ***** roofs cannot have 7 high walls (an innocent mistake made by the sales woman). He offered me my money back for the 1 higher walls that I paid extra for, however no compensation was offered for the ***** roof not being build as advertised/promised by the saleswoman. It took me several days to research, cut out and support the roof trusses properly when I was expecting/promised a prebuilt shed with the specifications I asked for. In hindsight I should have refused the delivery when I noticed this, however I was very anxious to get started. Although I was compensated for the walls not being the height I was promised/paid for, I was not compensated for the different ***** roof style as well as my time to get the shed to the desired design I was promised (minus the 7' higher walls).

  Customer Answer

  Date: 25/11/2024

  The company (Kodiak Sheds) and I have reached an amicable solution.  I would now like to withdrawal my complaint.  
  

  Cheers!

   

  **** ******

• Initial Complaint

  Date:10/07/2024

  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.

  May 5th, 2024 $5644.35 **************** with ***********, started off with Kingston great customer service but when they advised we had to deal with Stittsville went down hill they delivered the wrong dims for doorway was told would have to make another shed we asked for the inconvenience because of their error to compensate by giving us discount on staining needless to say the shed was delivered looks like old shed stained horribly stained after put together looks like took them 10 mins wood showing, the boards tons of cracks complained to driver contacted owner basically said too bad so sad for you all we wanted was our money returned for horrible stain on our shed $6000 gone dealt with Stittsville no customer service and the Owner what can I say he needs some training in customer service thats not how you treat customers after being told by the driver the issues the initial shed error in door size their fault so disappointed and will be spreading the word, numerous emails sent to *** no reply addressing our concerns and complaints had someone come visit us abd said is that the new shed you missed a bunch of spots horrible workmanship, and response from Stittsville especially owner all we want is the money we paid for ***** returned my husband can do it himself the stain was agreed upon with *** and owner and ******************* my spouse my husband paid $200 after driver that delivered shed was speaking to owner and basically so too bad even though they screwed up order from the beginning absolutely horrible customer service

  Business Response

  Date: 15/07/2024

  Dear ******,

  I am disappointed to hear that your experience with our ************* has been so frustrating, considering the lengths we have gone to to make you happy with your shed. We acknowledge having built the doors on your shed to the wrong width initially.  (You requested a 6-Ft width and we built them 2" short of 6-Ft.) But, we built an entirely new shed for you with upgraded, 7-Ft wide doors to correct this error at no extra charge, and we left the shed with the smaller doors on your property to use freely as you wished while we built the new shed for you.  You accepted this, and your husband asked if we could offer to stain the shed at a discounted price to compensate you for your trouble in having to deal with this issue. We not only agreed to stain your shed at a price of 50% off the going rate (ie. $200 instead of $400), but we also gave you a $175 discount off the price of your shed as additional compensation, and we supplied you with free touch up stain. I explained over the phone, as did my delivery driver on delivery day, that when rough cut wood starts to lose its moisture, the wood will shrink, and crack exposing unstained wood in these areas.  This is why we clearly specify on the front of all our order forms ( a copy of which you attached to this complaint)  that Kodiak Sheds is not responsible for drying, shrinking, warping, or cracking of the wood.  Our delivery driver relayed to us that both you and your husband acknowledged and accepted the potential for cracked and/or contracting wood when he delivered your shed. He told us that he also **** your attention to this paragraph on your order.  We do not kiln dry our wood like the box stores do.  It is air-dried only.  Kiln drying is an expensive process and would add significantly to the price of our rough-cut sheds.

  Furthermore,  we specified on the front of your Order Form that Kodiak Sheds are certified for storage only; not for human habitation.  Your shed is very solidly built and will last you for many years, but it is not built to the specifications of your house, and is definitely not stained to the exacting standards of your husband, who is a professional painter.  We also sell structures that are built with LP Smart Siding, which is a pre-painted, pressed wood material that will not shrink or crack, and it will look much more professional than a rough-cut, stained wood shed, but these structures are priced at almost twice what you paid.  The bottom line is that, even if your husband touches up the stain on your shed now, he will continue to see unstained areas as the wood continues to dry. This is one of the reasons we sell a larger number of unstained structures, rather than stained ones. Most clients wait a few months for the wood to dry further, and then stain their sheds themselves.

  Kodiak agrees that you had to endure some delays and frustration with the fulfillment of your order, but in the end, we feel that you were well compensated for your troubles.  Perhaps your expectations were too high for the price you paid.  Or, perhaps you are now hoping that by offering to spread bad word-of-mouth advertising for us on the ****** and BBB websites that you can negotiate a higher refund from us.  This is not the case, and we will not be offering any further refunds.

  Customer Answer

  Date: 15/07/2024

   
  Complaint: 21970926
  
  I am rejecting this response because:
  what a joke so as soon as owner see's review quick to reply but my husband sent emails to *** no reply great customer service maybe if we were aware of your staining issues we would have not gotten the stain but absolutely no one explained this to us Kingston Kodiak communication outstanding ***** takes pride in helping customers , but as an owner instead of passing the message on try speaking to the customer the driver even agreed that the boards should have been sprayed prior to assembly,  but he will probably won't own up to it,  as per 1st shed being delivered that's all on your store not taking the responsibility to make sure it was correctly made SO NO YOU DIDN'T DO US A FAVOR YOU INCONVENIENCED US , we reached out to Kodiak Stittsville over the weekend and ***** called us back that's what excellent customer service is would highly recommend ******** as for ******************* THUMBS DOWN especially when friends come over and say is that the shed you got you missed a number of spots we let them know our experiences TRY TALKING TO THE CUSTOMER goes a long way I hope an experience like we had with your store you have sooner rather than later, ***** is going out of her way to assist us on getting stain that we need to touch up the spots that now we have to spend additional money on we are asking for the $200 back from what we paid for job that was done by a child AGSIN SHOULD HAVE BEEN EXPLAINED TO US THAT STAINING NOT RECOMMENDED,  not asking alot I don't think , One day you'll be in our shoes abd see how you feel
  Sincerely,
  
  *************************

  Business Response

  Date: 29/07/2024

  Dear ******,

  I spoke with ***** in our *************** about your issues with our service, and she spoke both with yourself as well as with ******************, offering to supply you with a free can of stain (valued at $70), which you could use to fill in areas on your shed, where unstained wood has become exposed through shrinkage of the batons.  You accepted this offer, and commented that you would also like to speak with another owner about the issues you have experienced in purchasing your shed from **, so I emailed you yesterday myself, requesting a time and date which would be most convenient for me to call you.

  I await your reply,

  Thank you,

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

  Customer Answer

  Date: 30/07/2024

   
  Complaint: 21970926
  
  I am rejecting this response because: I sent an email but fid not get a reply maybe sent to ******************* my email is ******************** easiest way to have to explain situation is through my email since I work from home and are calls once we have a conversation on this issue with the party that wrote back offering no other discounts and communication I will consider adjusting my review I only wrote the truth on our experiences ***** has been awesome she should be given a promotion and raise as for the person that replied to my review unprofessional as well as *** again please send email to my email address ******************** look forward to discussing this issue ty
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/05/2024

  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.

  Got a quote from this company advertised commercially as Kodiak Sheds, Stittsville. I purchased a screened room (gazebo) 12x16 feet, stained.Day of delivery (i made arrangements with work to be home), I recieved a phone call that their driver had not renewed his licence. Had to go for a test. Delivery postponed.Delivery 2 days later. On the way over, the driver hit a tree straight on the building, which caused damage to steel roof and insulation sheet.After delivery, driver tried to fix the roof and succeded 70%. Was not able to repair insulation and it's now bowing (this is bubble insulation, so 1 piece).After driver left, I noticed on the inside, there were nails protruding, about 100 of them. Through the wood, with sharp point on the inside of building. Obviously, no inspection was done for safety. This is a serious safety issue. Also nocited that insulation is not set in place. Also noticed that not all pieces were stained. and some pieces of trim are crooked, incorrectly installed.I tried to reach the owner. I sent pictures to the sales person as evidence. The owner did not return my calls.Through the salesman, he said he would ask builders to use different nail length in future. And someone could take a hammer and drive out **** pointy tip ( all 100 of them). Not acceptable.I'm reaching out because I seek repair. I want a 500$ refund, and I want a can of stain to finish the work myself.Shed was ordered in March and was delivered April 27.

  Business Response

  Date: 13/05/2024

  We sincerely regret the time that you had to put into correcting the defects regarding the shed you received from Kodiak under Order # ****. We will be talking to our builder about this issue tomorrow to make sure it does not happen again.  In the meantime, we have issued a refund to you, per your discussion with ******************* today on the phone, of $300.

• Initial Complaint

  Date:20/01/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 paid for Kodiak's services and they are not doing the job as advertised. I have had to shovel the driveway myself because they are not sending out their plows until way after the snow fall has reached 5cm. A rep from Kodiak asked if there was a better time to come after the first time that I complained. I asked for the plow to come before 7am, if it has snowed and was told that they would mark this in my file. They still are not coming before 7am. I have had to shovel my driveway every time that it has snowed. The refund that the manager from Kodiak offered me was not enough. They have NOT been doing the job as advertised. I would like a refund of $250. Paying this company has been pointless, because I have been shoveling my own driveway.

  Business Response

  Date: 25/01/2023

  Good Morning *********
  Thank you for your correspondence. Your claim that ‘Kodiak is not doing the job as advertised’ is
  inaccurate. I have attached a copy of our ‘Terms & Conditions’, which are visible to all clients on page 2
  of our digital contracts. They are also available on our website, and if you subscribe for service through
  our website, you are required to review and accept these terms before being directed to our Checkout
  page. I draw your attention to the first paragraph of these Terms & Conditions in particular, and follow
  that with an excerpt from our last paragraph, which addresses our refund policy:
  [Snow clearing services shall be provided for >= 5 cms of snow. One (or more) clearings shall be performed
  after city plows and/or sidewalk cleaners pass, depending upon the duration and severity of the snowfall
  event. The timing of service visits will vary from storm to storm, according to the timing of the snowfall.
  Kodiak Snow Removal (herein after referred to as the “Contractor”) shall be permitted to remove snow
  from your property at any time of the day or night. Only one clearing shall be performed for snowfalls < 7
  cms, and this will occur after city plows have completed their work or, once the snow has stopped falling,
  if the city plows do not pass. ...If the Contractor is proven to be in breach of any of the
  conditions herein, this contract shall be canceled as of the date of notification and you will be reimbursed
  for any amounts prepaid from that date for the balance of the contract period.]
  We try to do our best to fulfill timing requests, but we do not guarantee any set time for delivery of our
  services. The girls in the office put a note on your file, indicating that you had requested service before 7
  AM, but there are many circumstances that make your request difficult to accommodate. Specifically, if
  we do not dispatch our tractors until 7 AM or later, it is impossible to meet your request. Or, if we
  dispatch our tractors overnight, and you get serviced at the beginning of our route, your driveway will fill
  in with snow again by the time 7 AM arrives. If every one of our clients submitted a timing request, we
  would never be able to organize our routes in a geographically practical way, because we would be
  bouncing our drivers back and forth from every address to meet these timing requests. More
  importantly, what if everyone requested service by 7 AM? We cannot be everywhere at the same time.
  So, this is why we do not guarantee any timeframes.
  You never need to shovel. Your service will ALWAYS be delivered, but it may not be provided as quickly
  as you would be able to do it yourself. This being the case, you are expected to drive through the snow on
  your driveway, knowing that Kodiak WILL get by later to clear it. So far this season, we have not had any
  snow storms that have dropped enough snow to prevent anyone from being able to drive through the
  snow on their driveway with a vehicle. It may be unpleasant for you to do so, but it is possible. I think it
  is unrealistic to expect that any service you hire is going to be able to clear your driveway as fast as you
  want. You are on a route with over 100 other clients. Much like a Hosting Service Provider for a website,
  Kodiak’s snow removal service is a ‘shared’ service.
  Your comment that we do not send our “plows until way after the snow fall has reached 5 cms“, may or
  may not be accurate, depending upon the circumstances of each storm and where you sit on our route.
  For instance, it doesn’t make sense to send our tractors out at 5 cms on the nose, when we are expecting
  to receive 20 cms of snow or more. We have to manage our drivers in a manner that allows us to clear a
  maximum amount of snow within the timeframe of each snow storm, and within a reasonable duration of
  shift so that we do not exhaust our drivers. Per the Terms of our contract, for snowfalls < 7 cms, we only
  dispatch our tractors once the city plows have completed their work or, once the snow has stopped
  falling, if the city plows do not pass. In all circumstances, if we start our work at 6 AM, but you are
  situated at the beginning or half way through our route, the amount of snowfall will have increased from
  when we started your route until when we reach your driveway. So, 5 cms is a ‘trigger’ only, indicating
  that you will receive service for that particular snowfall event. Also, you receive a Service Notification
  from us by email, indicating what our expected schedule of activities will be for EACH storm, so why
  would you ever need to shovel? Having had our service in 2021, and knowing how we work, why are
  there such different expectations this year?
  Regardless of the reason, it is apparent that you are really dissatisfied with Kodiak this year. As such,
  ******** offered you a refund of $139.85, which was very reasonable considering:

  
  1. You were undercharged for your service both last year AND this year:
  It states clearly on our website that “*Note: Shared pricing applies only if BOTH attached neighbours
  subscribe for service with Kodiak.” Your attached neighbour has never subscribed with us, so you
  should have paid $400 + HST = $452.00, instead of $310.75, leaving a balance of $141.25 for the 2021
  Season. And, this year, again, you paid a discounted, ‘Shared’ price of $358.78 taxes in, instead of the
  market price of $500.03 taxes in, leaving a balance of $141.25 for 2022.

  
  2. We are NOT in ‘breach of any of the conditions’ in our contract.

  
  Please indicate how you’d like to resolve the issue. 
  Thank you,
  Kodiak Management

  Customer Answer

  Date: 25/01/2023

  
  Complaint: 18869179
  
  I am rejecting this response because: i was not undercharged at any time. I was charged for and fully paid the amount KODIAK advertised and told me that I owes. If Kodiak made the mistake with the charge, this does not concern or involve me in any way.

  I do have to shovel! Telling me that I don't need to shovel is pure ignorance! How am I suppose to get to the garage. I need to shovel a place to walk. It is also an inaccurate assumption that we can drive over all of the snow fallen before the tractor has arrived. I do have to shovel because Kodiak is not doing the job that I hired them for.

  I did not request before 7am, I was asked by an employee of Kodiak if there was a preferred time that I would like the tractor to come. Why would I be asked this, if Kodiak could not follow through. Extremely bad service! I would like a refund of $200 at least and cancel our services wirh Kodiak.
  Sincerely,
  
  ******** *********

  Business Response

  Date: 25/01/2023

  In reference to the undercharging, you signed up for services online through the website as a single shared driveway. When signing up on the website, it clearly states that single shared pricing only applies if both homeowners of the attached driveways are getting service. This was not the case in your situation. As a courtesy to you, we did not charge you the extra for the neighbor not being signed up and as a further courtesy, we kept your pricing at the single shared price for this year as well. Please do not say this is not advertised because it comes up when signing up on the website as per screen shot attached.

  We have done our best to explain how the service works via this complaint as well as in our terms and conditions located on the web site. Because we are not in breach of service we do not typically offer a refund but for the sake of customer services in this case we are willing to because there seems to be no compromise. A refund was offered to you based on the calculations that were accurately put forth to you. At this point we are willing to offer to waive the administration fee of $35 which would make your refund $179.39. 

  Please let us know if this is acceptable to you.

   

  Kodiak Snow Removal Management

   

  Customer Answer

  Date: 25/01/2023

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

  I have reviewed the response made by the business in reference to complaint ID 18869179, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:20/01/2023

  Type:Customer Service 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.

  We have complained to Kodiak Snow Removal only twice so far this winter season about their shoddy snow removal service which included, filling our cleared walkway with blown snow on 2 occasions, forgetting to clear our driveway altogether, being sarcastic when we called them to complain, clearing our driveway extremely badly following our complaint and leaving mounds of snow in the street. We haven’t complained every time they have done a bad job as it seems there will likely be retribution when we do. The company appears to try and intimidate users where they complain so they will not complain in future. They seem to not care given that they already have our money. Their stock reply is we are busy when it snows - why can’t we understand that. We wish to terminate our agreement with them for lack of industry standard service , and hire someone else. However, we are afraid they will ignore our request for pro-rated reimbursement and if they continue their service they will ensure shoddy service, as retribution for our complaints. We will be powerless to do anything. Is there no way to hold them accountable for providing the industry standard service we signed up for with them? We await your reply

  Business Response

  Date: 20/01/2023

  Thank you very much for the opportunity to respond. Please see attached the emails between the customer and Kodiak Snow Removal on the 2 occasions there were complaints. I am surprised at the complaint and the feeling of intimidation and fear of retribution. This was certainly not the intention in any way. I do agree that the agent that the customer spoke to on January 20th at 1:10 PM should not have been sarcastic in any way as that was a poor choice on her part. I do feel like my responses though were more than fair and favorable to the customer. Once we were aware the driveway had a city plow ridge, we had a driver there within 10 to 15 Minutes of the phone call. The driver was certainly not mad when doing the driveway. I told him (because I am the dispatcher, not the person that was on the phone) that there was a plow ridge and the customer needed it cleared as soon as possible so he was taking care of it quickly for them. There was absolutely no anger in that. We then received the email service ticket saying that the driveway was not done properly so I then sent a different driver to ensure it got cleared. There is no retribution or animosity on our part what so ever. When a customer has an issue, it is very important to us to rectify that. 

  There was no mention of wanting a refund. I was not aware that the customer was seeking that as that was not expressed. That was a discussion I would have been happy to have should the customer have chosen to. A pro rated refund is something we could have certainly entertained.

   

  There was a service notification sent this morning to let the customers know that we would be starting at 7AM and doing one pass on the driveways because we did not get the amount of snow expected. We were expecting 10cm and received just under 5cms. Unfortunately we do have follow our routes. We wish we could make everyone 1st on the route but in the nature of the business we are not able to do that but the customers were notified of the service plan today and the service plan was followed. We are not able to help how the competitor does their routes so sometimes they will arrive before us on a street and sometimes we arrive before them. We have no say in when they perform their duties.

  This was our service notification sent to all customers at 1:30AM 

  On Fri, 20 Jan 2023, 01:50 Kodiak Snow Removal, <*************************> wrote:
  
  
  Friday, January 20, 2023 @ 1:30 AM 
  
  ** THIS IS A DO NOT REPLY EMAIL **
  
  
  
  
  
  Service Notification:                                                                                  Emergency Contact :  ************
  
  
  Good Morning,
  We have about 4 cms of new snow on the ground at the moment with another 1-2 cms to fall by daybreak.  For such a light snowfall, we will do one cleanup pass in the morning after the city plows go around. 
  
  
  
  
  
  Thank you,
  
  
  Kodiak Dispatch

   

  I am not sure what other information is needed but please let me know if any other information is required or desired.

   

  We do not in any way want the customer to feel intimidated by us.

   

  I hope this clears things up a little bit

   

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

  Kodiak Snow Removal

  Dispatch/Mananger