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Business Profile

Snow Removal Services

Tovar Snow Professionals, LLC

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Tovar Snow Professionals, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Tovar Snow Professionals, LLC has 8 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:12/31/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Complaint against Tovar "Snow Professionals" - Lack of Proper Snow/Ice Removal and Injury Incident at ******** ******* on 12/18/2023 Dear Better Business Bureau,I am writing to file a formal complaint against Tovar "Snow Professionals" regarding their failure to maintain safe premises at their clients outside locations of ******* located in ******* on December 18, 2023. As a customer exiting the premises, I encountered hazardous conditions due to ice accumulation in the entrance/exit area and parking lot, resulting in a severe fall and subsequent bodily injuries.Despite Tovar's assurance on their website to maintain safe conditions for customers, the premises were egregiously neglected, posing a serious risk to visitors. The delayed response time of over 4 hours on an icy morning to one of their major client's stores is unacceptable and directly contributed to the unsafe conditions I encountered.Moreover, I am deeply disappointed by the lack of adequate response and assistance from ******* in addressing this issue promptly. This negligence has led to significant physical harm, requiring three medical visits and prolonged suffering since the incident occurred. I am appalled by the lack of accountability and concern shown by both Tovar "Snow Professionals" and ******* in ensuring the safety and well-being of their patrons. The failure to uphold their commitment to maintaining safe premises not only caused me harm but also demonstrates a serious disregard for customer safety.I urge the ********************** to investigate this matter thoroughly and take appropriate action to ensure that Tovar "Snow Professionals" and ******* fulfill their responsibilities in maintaining safe conditions for customers.Sincerely,Samira

      Business Response

      Date: 01/02/2024

      Good Afternoon,

      The ice was not due to a natural snow or freezing precipitation event.  Walmart had a leak or drained the fire suppression system which created ice in the parking lot. Tovar Snow Professionals salted the parking lot within 21 minutes of WalMarts request for service. Additionally, we applied salt 3 more times on Dec 18th. 

      Customer Answer

      Date: 01/02/2024

       
      Complaint: 21071199

      I am rejecting this response because:
      Manager ***** from ******* told me he called at 7:30 am & I fell past 10 am, when cameras caught Tovar salting for first time well after 10 am. Their cameras pr


      Sincerely,

      *********************************

      Business Response

      Date: 01/05/2024

      The ice was not due to snow or freezing precipitation.

      Wal-Mart called stating that they either had a leak or drained the fire suppression system.

      Customer Call went out to field team at 8:56 AM
      Responded at 9:01 AM to Wal-Mart that we'd be onsite within the hour (per contract guidelines).
      Salt truck arrived on site at 9:17 AM - 21 minutes after client requested salt application. 
      Additional service ~10:15 am 
      Third service of the area at ~11:30
      Fourth service of the area at ~ 12:45


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