Complaints

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• Initial Complaint

  Date:03/02/2023

  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.

  I would like to bring it to your attention that I had attempted to do a service call back several times with WF snow removal from the website only to be unable to do so because the website has listed that service tickets are closed and have been since December 18.Additionally the call back service is closed as of January 30. I tried calling this morning but was informed that it is passed the 48 hour time period for call backs and no one is on staff to clear driveways at this time. The blowing snow from the last couple of days has accumulated and has reached a level close to the height of the snowbank I have discussed the following with the individual I spoke with on the phone but would like to bring it to your attention for further action as you see appropriate.The hours listed on your automated voicemail state you are open Mon - Fri from 9 - 5. But do not mention that during snow events you can be reached for call back services. This leads to some confusion as service tickets have been identified as being closed since Dec 18 2022. The Service Call back does indicate that people are available by phone, but my question is why are customers inconvenienced with having to call when the website offers a call back service virtually. Additionally who is monitoring and maintaining the website to keep it up to date? I would suggest that you modify your automated voice mail to state that representatives are available outside of regular hours during and up to 48 hours after snow events to discuss call back services or other concerns. As this would prevent any confusion over not being able to contact someone after trying to submit a ticket I realize this is not your typical call back and outside the timelines that you usually allow, but I would be most appreciative if you could send someone to clear my driveway. Thank you

  

  Business Response

  Date: 06/02/2023

  As per our email reply on February 3rd, the terms and conditions to which you agreed to clearly outline the answers to all your concerns.

  I apologize for this miscommunication, we have a very small window where our call back is open, we typically open it the evening of the storm to book ahead for the next day up until 11AM the next day. Call backs need to be requested before 11AM the next day of a storm as i keep guys on up until 5 PM the day after a storm as they get sent home afterwards to rest. As informed on our terms and conditions #6
  
  6. In the event that the driveway is blocked, or vehicles are parked in the driveway, snow will only be cleared in the accessible areas open to the street. Call-back service is available to all seasonal customers meaning we will return to clear a vehicle-free driveway the day following a snow event. Call-back service must be booked by 11AM the day following a snow event. Visit ***************** for more information.
  
  We do not have operators on the road 3 days after a storm. Are phone lines are always open during snow storms and the next day as well as Monday to Friday 9 AM-5PM on regular days which you can request call backs by calling us as well at ************ or emailing this email address. There are many ways to contact us for a call back. 
  
  Unfortunately this accumulation on your driveway is due to snow drift as we had heavy winds yesterday as well as 2.5 CM fall previous day which we went out to service all customers who pay extra for the 2,5CM clearing. Since you do not pay for the ultra service it is the customers' responsibility to clear any accumulation under 4 CM. As indicated on our terms and condition #1
  
  1. Worry Free Snowblowing Inc., agrees to provide driveway snow blowing service to the above name and address from November 5th to April 1st of the indicated winter season. The contract covers all snow events with an accumulation equal to or greater than 4 CM. We will also return promptly to clear windrow (snow ridge) left by city crews, as required. Cumulative amounts over multiple days, including drifting snow and any snowfall less than 4 centimeters and the buildup of freezing rain or ice is the responsibility of the homeowner. Snow events on December 25th and/or January 1st will be cleared December 26th and January 2nd respectively  
  
  
  All this information is on our terms and condition which you have agreed upon when processing payments. I will send you a copy of your contract for you to read, we also have plenty of information on our website regarding our services and how it works. at ****************** 
  
  10. By making payment through the website (**********), by ******, over the phone or by mail, you are effectively binding the contract and agreeing to the Terms and Conditions set forth within the contract and the Damage Policy available online at damage.********** 
  
  Thank you for your understanding and i hope this clarifies the questions asked, most of the questions asked are all on our terms and conditions. 

  Customer Answer

  Date: 06/02/2023

  As I have stated in my previous email. I did attempt to contact Worry Free using the communication options provided on their website and through their emails, prior to the 48 hour window from the time of the snow event. As I mentioned the automated phone message stated that operating hours are from Monday til Friday from 9 to 5. there was no mention that staff was available outside of regular hours during a snow event. Additionally, each time I went to the website to request a call back option (within the 48 hours of the snow event) It stated that the call back option was now closed. Additionally I went to the website Service call option and this also noted that the service call option was closed as of 2022 12 19. 

  My complaint is based on the fact that the communication protocols (website call back service and automated phone messages) were not consistent with being able to request my driveway to be cleared within the time allotted under my contract. 

  The representative I spoke with admitted that the website needed to be updated and the automated phone message was not accurate. 

   

  If I was unable to contact Worry Free using the tools that were in place at the time how can I be held accountable to not reaching them in the 48 hour timeline? 

   

  I understand the less than 4 cm stipulation with my contract and I understand that blowing snow accumulation is not covered. However, trying to reach the company within the stipulated time, and being unable to do so,  does not release them of their obligation to perform a call back service. 

   

  I would appreciate the accumulation of snow in my driveway to be removed as it is making it quite difficult to access and egress my driveway. 

   

  thank you. 

   

  Complaint: 19327188
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 06/02/2023

  Hello,

   

  As explained our call backs were open the evening of the snow storm allowing you to book ahead as well as the next day up until 11 AM, there was absolutely no issues with our call back ticket option online on this specific date as many customers were able to use request a call back, to be honest we actually had it open until noon that day. Obviously you did not use the call back option during the proper window which it was open for, it is well indicated on our terms and condition when this window is open and we have had it open every snow storm up until 11AM as indicated. 

  Customer Answer

  Date: 06/02/2023

  
  Complaint: 19327188
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  As I have previously mentioned, I did try for call back Service within the first 48 hours of the snow event using the website call back and the website ticket submission process. Both were “closed” and unavailable. When I called I received an automated voicemail saying that the hours of operation are from 9 - 5 Monday to Friday. I was unable to request a callback service and as such left a message on the voicemail. I received no call back and had to call a second time where I was informed that it was passed the 48 hour window. The representative apologized for the misinformation provided by the website and automated voicemail, but said that there was no one available and an operator would not be sent out to clear the driveway because it was beyond the 48 hours after the snow event. 
  

  both the automated voicemail and the website need to be updated to allow customers a full understanding of when staff can be reached. 
  
  if the website states that operators have been sent home to give them rest and the call back service is not available then the option to leave a voicemail message for a call back should be available. 
  
  The unwillingness of WF snow removal to admit there was a breakdown in communication due conflicting and incorrect information on the website and automated voicemail demonstrates a problem for customers. I have tried to reach this company using the tools provided and when this wasn’t available, I was informed that I was beyond the time to have someone comeback and clear my driveway.

   

   

   

   

   

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