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:19/05/2025

  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.

  I have been a customer of ******* and Snow for many years. After the ********* snow removal season, they left a letter in my mailbox and also sent me an email including this offer "We are pleased to offer you the opportunity to renew your snow removal service at the same rate you paid this past season, including any discounts ... To take advantage of this offer, simply renew by May 15, 2025". I contacted them before May 15 to get a new contract for ********* at the ********* price of $649.74, but they refuse to honour their own renewal offer and want me to pay $1,016.99.

  

  Business Response

  Date: 20/05/2025

  Thank you for reaching out, and for your continued support as a long-time customer of **********************. We truly value your business and the trust youve placed in our team over the years.
  
  We understand your concern regarding the renewal pricing for the upcoming ******** snow removal season, and we appreciate the opportunity to clarify.
  
  When we reviewed your account in preparation for this season, we discovered that the rate you had been paying in previous years including the ******** season was based on service for a single driveway. However, our crews have been consistently servicing two separate driveways at your property. This means that, unfortunately, the pricing applied to your account was incorrect and did not reflect the level of service being provided.
  
  While we do our best to honor past pricing where applicable, we are not able to continue clearing two driveways at the rate intended for one. The updated price of $1,016.99 accurately reflects the correct service level moving forward.
  We recognize this may come as a surprise and apologize for any confusion caused by the earlier renewal communication. We appreciate your understanding as we work to ensure fair and consistent pricing for all of our clients.
  
  If you would prefer to continue with service on just one of the two driveways, we would be happy to adjust the contract accordingly and provide updated pricing for that option.
  
  Please dont hesitate to reach out if you have any questions or would like to discuss further. Were here to help.

  Customer Answer

  Date: 23/05/2025

  Good day. Please advise me on the best approach to use your system to wrap up my complaint and indicate how it was resolved to my satisfaction. The only two choices you are giving me are Accept or Reject their reply, neither of which seem to be what I want to do in this case. I would like to mark my complaint as resolved and indicate the circumstances. Here is a summary. Even though my request for a meeting was refused, I visited J.R. **** & ************** I spoke with a different employee than the one who exchanged emails with me, and who apparently also sent you their response to my complaint.Without any prompting from me, he suggested meeting me halfway on the price for *********, and also guaranteed the same price for *********. That made me very satisfied. After he gave me the new contract I told him I had reported the issue to the BBB and would close out that report indicating my satisfaction. Since then I have dropped off the signed contract with payment to their office and received the contract updated to indicate paid in full. This satisfactory result is not reflected in the response they sent to the BBB.

• Initial Complaint

  Date:29/05/2023

  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.

  Had JR lawn service - signed contract. Was emailed info about overages. Tractors were late so we ended up clearing snow so we wouldn’t be charge overages. Then billed and were told we had to call in to opt out. This is not clear on any contract or email. Asked to speak the ******* after frustrating phone call with ******. ******* never called - couple weeks later past due invoice is emailed and I again asked to speak to the *******. ****** said ******* in different role and I would have to deal with him. Finally was able to speak to the “ *******” and again he ent in circles with contradictions. It’s illegal practice to not have specifications in the contract or approx. amount of the overage fees etc.

  

  Business Response

  Date: 21/06/2023

  Thank you for taking the time to write a review about our company. As per your request we have cancelled the owing invoice for your account. 

  Thank you so much and we wish you all the best in your future endeavors. 

  Customer Answer

  Date: 21/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20117326, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:17/12/2022

  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.

  I'm a non-customer for this company and my complaint is every time there is a snowfall they take the snow from both my neighbor’s driveway and blows it onto my lawn and sometime they just spread the snow in the middle of the road. It is very aggravating
  How hard is it to tell the drivers that they must blow the snow onto the customer’s lawn?

  

  Business Response

  Date: 26/01/2023

  Good morning, 
  
  Thank you for taking the time to write a review on here. I have taken a look at your property and I know in your area a lot of the homes have very, very small lawns that make piling the snow there difficult. A lot of times your neighbor may ask the driver to stop piling snow next to their driveway as it is just falling back into the laneway. From looking at your street I can see why they are using the City Boulevard area in front of your home to blow the snow as it is a large area we would typically use when we run out of space. In any case, I will have the foreman take a look at the area and ask the operators to stop blowing snow there.

  Regards, 

  J.R. Lawn and Snow

  Customer Answer

  Date: 26/01/2023

   
  
  Complaint: 18604136
  
  
  
  I am rejecting this response because:
    why should they use my front lawn as dumping ground, it is not my problem that my neighbors have a small lot.

  When they piled the snow on my front lawn the snow falls back onto the street and when the plow comes buy and it pushes the snow back onto my laneway.

  I talked to my neighbor and they never did mention that they had a problem with the snow falling back onto their laneway

  Again today I got another dumping of my neighbors snow.

  have video if you need it.
  
  **** ******