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:24/12/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 a service I am simply not getting.
  
  Current situation:
  
  - Snowfall from Thursday, December 22nd and Central Snow has yet to come by once to clear my snow(40+ hours and counting).
  
  - Despite dozens of calls, voicemails, emails, online ticket submissions and social media outreach, the company fails to even acknowledge usvia a call back or message
  
  - They are contractually bound for a service I paid them for. I got stuck twice trying to leave my driveway, with a toddler in the car. I just had to go out and clear portions of the laneway in order to not get stuck again, The sheer fact that I had to do any shovelling is absurd as this is what I paid Central Snow to do. their competitor has come to my neighbours 3+ times since the storm started. Central Snow has not come once to my place!!! Again, I can't even get the respect of. a response from them, despite following their ticketing/complaints process. I am fuming.,

  Business Response

  Date: 20/09/2023

  We are responding via email in regards to a single complaint on 24/12/2022 .   We addressed this complaint a week after it was made via phone call but forgot to follow up via BBB written correspondence so that the bbb was aware we did infact follow up with the customer.  The driver for this customers route is *****, we spoke to him about the main complaint being the customer couldn't get out of the laneway on a giant snow day ad they said it was a large wait time with no service. ***** ( The driver) said it wasn't close to 40 plus hours and that he did do a 1st pass before the ************** came by but on his first pass which would be a few hour sinto the storm there was a car parked very close to the bottom of the road so he didn't have room to service more then 1 or 2 feet of the bottom of the driveway.
  
   We encourage customers to park cars far forward so we can at least service the bottom half of laneways and show customers we have arrived once.    When ***** made this first pass in the early hours of the storm there was still *****cm of snow on the road and the ************** came by and plowed this into the laneway a few hours after he arrived and yes it could be another wait for us to return but not 40 full hours without service. 
  
  In the customers eyes however it would seem we never arrived once.     We spoke about parking far forward with the customer a week after this complaint was logged because the storm ended and we had a chance to read her emails and get back to her and we understand how frustrating this was for her and we are sorry.   We made a few changes to ***** route over the winter to increase his 2nd pass response time as this laneway was closer to the end of the route and she made it aware she had young kids and needed faster service.  We also learned to the city's plow route pattern better as the year went on which increased ***** response time.    We could of done a better job explaining at the beginning of the season that cars need to be moved far forward or parked in a garage for us to be able to complete the service as described.    After the initial complaint the driver also moved the markers 1 foot wider as this is a very narrow driveway.   Please send this response to the customer and have them feel free to reach out to us via phone if they feel this hasn't been resolved. Thanks - **** @ Central Snow 
  

  
  

  Customer Answer

  Date: 04/10/2023

   

  What the business says is simply not true. I submitted multiple tickets through their website, voicemails, emails, etc. 

   

  At this point, it sounds like they will continue to deny this despite using all communication methods they asked for on their website. I will never be dealing with them again. 

  Business Response

  Date: 06/10/2023

   We were happy to offer you a discounted or free season this year as we are already servicing the majority of houses in your street. Based on your last comments  we wish you the best in the future -Central Snow

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 18637280
  
  This is the first time central snow has come out and offered a refund or discount on this season. I just got back from being away for 2.5 weeks and noticed a voicemail just now from ***** at central snow asking about business for this upcoming season. 
  

  I would appreciate central snows acknowledgment of the issues in the past (I have them documented and my wife and neighbour to attest to them, and take this very seriously, so I am definitely not exaggerating as central snow seems to allude to. I would simply appreciate final acknowledgment and response from central snow. I am confused on their stance based on the last message they sent.

  thanks Very much 

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