Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:16/05/2025
Type: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.
Hired this snow removal company for season 2024/25. They scratched my stone driveway in several places, and its evident to see. Ive sent them pictures of the damages, and they do not want to take responsibility for the damage. Theyre saying why would I hire them knowing their tractors could scratch my stones. How was I to know that? A rather ridiculous excuse!They keep comparing my neighbours driveway to mine. His driveway is in stone, but a smooth stone, therefore, no scratches.They didnt even have the decency to come and have a look at the driveway, and see the damages for themselves. My driveway was in perfect condition, and only four years old.Customer Answer
Date: 16/05/2025
I have communicated with them on several occasions. Ive complied with their requests for more photos. They then requested photos of the driveway before they installed the markers in the fall. I had only one, which did not give a clear view of the driveway. I gave them the name and phone number of the president of the company that built the driveway. Ive done everything that was asked. Every time, it was clear they didnt want to take responsibility. They never offered a comprise to solve this situation.
Then they blamed me for hiring them saying that I should have known their tractors would scratch my driveway. And the comparing my driveway to my neighbour's at every chance they got was an insult. They never came to have a look at the damages.
Business Response
Date: 16/05/2025
In our photos from October 2024 (before we ever serviced this property) there were scratches evident at the bottom of the driveway. Unfortunately, we cannot see the top of the driveway in our photos.
The customer has now told us she does not allow service techs or guests to park in the laneway due to concerns of her driveway. We were curious as to why someone with these concerns would hire any type of company that needs to access the drive way with heavy equipment. We suggested perhaps it is the stone style she selected with raised texture that makes it very prone to scratches.
We have been by in person, we were there on Tuesday May 13, 2025. This is how we noted that the neighbour, who is also our customer with interlock driveway, does not have any scratches. The stone is smooth. If we had a piece of equipment that was causing these scratches, I am sure there would be other customers complaining. This is not the case, which leads us to believe, perhaps the scratches were caused by something else, or were already there.
We do sympathize with this customer, and hate to see anyone unhappy. We can offer a reimbursement of what she paid us for the ********* snow season as a resolution.Customer Answer
Date: 16/05/2025
How dare they doubt my statement. Its highly insulting!
Again, my neighbours driveway is not the same as ours. His stones are smooth. Of course he didnt complain, he has no scratches on his smooth stones.
And I specified to him that we care for that driveway, which was very costly. Trucks entering the driveway do so with care. Remarks from that company are highly condescending.
The damage done to several stones is clearly made by a tractor. Nobody would believe that those scratches all over the driveway were done in four years.
They definitely dont want to admit their tractors did the damage, and dont want to pay for the damages.
Business Response
Date: 20/05/2025
Is there an amount you are looking for for the repair?Customer Answer
Date: 21/05/2025
Ive contacted Brl Enterprises, president *** ****, for an estimated cost of replacing the most damaged stones. *** will be sending me an estimate today, which I will send to ******** Roofing & Siding.
Or would it better for the BBB to send the estimate to the company?What are my next steps?
Customer Answer
Date: 21/05/2025
I just received an estimate from Brle Enterprises for the most damaged stones of my driveway.
Unfortunately, I cannot seem to be able to attach the e-mail to this form.
Will send it to your Bureau in an e-mail. Hope that is OK.
Customer Answer
Date: 21/05/2025
This is the same response from Sky **** Roofing that I got this morning.
it is asking for an amount Im seeking for repairs to my stone driveway.
The amount is stated in the estimate I sent you. Let me say again that is for replacement of the most damaged stones. A lot of other damaged stones will be left as is.
Thank you
Business Response
Date: 22/05/2025
Could you please provide us the original contract with the stone profile and information? Thank you.Customer Answer
Date: 23/05/2025
Just contacted Brl Enterprises to see if they still have the original contract.
Very surprised theyre asking for the original contract. How will that solve the present situation? They received an estimate of the work to be done to repair the most damaged stones of my driveway. Not all the damaged stones, just the most damaged ones.
Customer Answer
Date: 23/05/2025
Complaint: 23337022
I am rejecting this response because: Please find attached additional information requested by Sky **** Roofing and Siding concerning the damage done to my stone driveway.
Sincerely,
****** ***********Business Response
Date: 28/05/2025
In reviewing this matter, we have referred to our pre-season photographic documentation from October 2024 prior to any service being performed at the property in question. These photos clearly show scratches at the base of the driveway that were present before our operations began. This was further confirmed during our site visit on Tuesday, May 13, 2025.
During that visit, we parked in front of the neighbouring home to the left, where the homeowner also one of our clients was outside gardening. We exchanged greetings, and its worth noting that this neighbor also receives snow removal services from us and has an interlock driveway, which has not sustained any damage from our equipment.
We have made several requests to the complainant for photos of the driveway from the summer of 2024 in order to verify its condition prior to the ******** snow season. Unfortunately, no such documentation has been provided.
As outlined in our signed service agreement, it is acknowledged that minor surface wear such as marks or scratches especially on interlock surfaces may occur as a result of snow removal using heavy machinery, including tractors. This is a standard industry clause intended to manage reasonable expectations given the nature of the service.
We were only recently informed by the homeowner that she does not allow guests or service vehicles to use her driveway due to concerns about potential surface damage. This restriction was never communicated to us prior to entering the contract. It is unclear why a snow removal company whose services require driveway access would be hired under such conditions.
Given the lack of definitive evidence attributing the scratches to our services, and the presence of protective language in our agreement, we respectfully maintain that we operated within reasonable and professional standards.
However, in the interest of goodwill and to bring this matter to a fair resolution, we are willing to offer a full reimbursement of the contract price for the ******** season.
Sincerely,
**** CudahyCustomer Answer
Date: 30/05/2025
You are telling me that the company is willing to reimburse me the amount of their snow removal services for 2024/25.
I do appreciate that, and will accept the reimbursement, but at one point, they also asked me for what amount I was looking for. I then provided them with an estimate of the most damaged stones on the driveway. And did not include the lower part of the driveway near the street.
i will need to have the driveway repaired, but it would be a nice gesture on their part if they could come half way on the estimate that I sent them for the repairs. That would include the reimbursement and just a little more to make it half of the estimate.
I plan to sell the house in the very near future, and the driveway needs to be repaired.
Business Response
Date: 03/06/2025
Thank you for your response and for accepting the reimbursement of $814.17 for the 2024/25 seasonal snow removal services. We appreciate your willingness to work toward a resolution and the time youve taken to explain your position.
While we did review the estimate you kindly provided, and understand your upcoming plans to sell the home, after careful consideration we are only comfortable reimbursing the full amount of the seasonal contract $814.17.
We truly hope this reimbursement brings closure to the matter for both of us, and that it helps, even in part, with the upcoming driveway repairs.
Please let us know how you would prefer to receive the reimbursement whether by cheque mailed to your address or by e-transfer. Well process it promptly once we hear from you.
Thank you again for your understanding, and we wish you all the best with your home sale and future endeavors.
Sincerely,
**** CudahyCustomer Answer
Date: 03/06/2025
While I appreciate your reimbursement of snow removal services of season 2024/25, I must say that Im also disappointed that you dont want to add a lit a little more that would cover half of the estimate I provided you.
Unfortunately, this complaint has taken a toll on my health, and I must move on.
Please send a cheque to my home address, which you have on file.Business Response
Date: 04/06/2025
We will proceed with mailing the cheque to the home address we have on file. Please allow a few days for processing and delivery.
Thank you.
**** CudahyCustomer Answer
Date: 10/06/2025
The cheque was delivered to my home last week. I would have preferred that the company met me half way on the estimate for repairing the most damaged stones, but they refused.
i accepted their reimbursement. This has caused a toll on my health, and I needed to move on.
Thank you!
Customer Answer
Date: 11/06/2025
Thank you for your help!
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