Complaints

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• Initial Complaint

  Date:20/01/2023

  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 have paid for snow removal service in a timely manner and they are simpply not perforning the srve i pad for. On December 28th, 2022 I had to go to a hospital appointment due to a recent surgery. They had not cleared my driveway at all overnight, or in the morning: before or after the city snow plow came by and when I tried to drive through the resulting embankmeen I returned form the hospital, I called *** nt, my vehicle got stick. I was forced to abandon my car half on the road, and call a cab to get to the hospital. Wh but fortunately my neighbour and stranger passing by, pulled my vehicle out of the embankment and used a snowblower to get rid of the snow. If I have to shovel myself or get others to help me get rid of the snow, this service is hard;ly worthwhile.

  Business Response

  Date: 14/02/2023

  Hello,

   

  We sincerely apologize for your frustration. On December 28, 2022, we were very late servicing your driveway, as you received service at 6:02 pm. In a typical snowfall however, we provide service within 8-hours of our launch time, depending where you are on the route. We are very transparent about this in our contracts that every customer signs, and in the FAQ section of our website. Of course, we would love to be able to guarantee that your driveway will be cleared by 7:00 a.m., but we cannot, in good faith, promise this. We are very transparent on our website about our inability to commit to providing service at a particular time. There are a number of reasons for this, starting with the unpredictability of storms. Consequently, there are too many factors beyond our control that affect our launch start times and, therefore, when our operator will arrive at your address.

  
  These include:

  
  - when the snow actually starts
  - the nature of the snow, which affects the ability of most customers to get out of their driveways in the morning (heavy and wet versus light and dry versus blowing and drifting)
  - the projected versus the actual rate of accumulation
  - the anticipated duration of the forecasted storm
  - the requirement for a nighttime or daytime launch
  - the timing and location of city street and sidewalk plow activity
  - unforeseen operator shortages or equipment breakdowns
  - operator experience and speed

  
  Our goal for a daytime launch in a typical 5-10 cm snowfall of light, dry snow (and with at least one operator for every route and assuming no breakdowns) is to provide service within 8 hours of our launch start. In this scenario, a typical and most common 7:00 AM launch start allows us to use the alert system to give us the most access to driveways when we arrive (and in many cases after the city plow has passed), provides reasonably early service to customers at the beginning of the route and service for all others by late-afternoon. In the event that you do have a medical appointment and need to be out by a certain time, we ask that you email us the night before (once you receive our service plan) and let us know so that we can service your driveway prior to turning on our alert system. Once our alert system is activated, we cannot do driveways out of sequence otherwise it will result in many of our customers receiving their alerts out of sequence.

   

  We appreciate your feedback and again, apologize for your frustration. We will continue to strive for improvements each and every service launch.