ComplaintsforHero Service

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We made a deal with hero service to remove our snow as my self and my wife have a condition where it is hard on our joints to do it.They have been delaying every time and we have been giving them the chance until the last snow fall on Dec 23rd the did not show up the day of dispatchthey showed noon time the day after although the email sent indicated that everything will be completed by the morning of the 24th.When they guy showed he refused to do the side walk saying that his scraper was broken ..and he will not do it. He said we drove over the snow and that is our problem. When I told him that is not safe and not acceptable and not what was agreed on..he was screaming and yelling saying I am not doing this ..I am not doing this..ran to his truck and then gave me the finger in the middle of the street and drove the car fast with out cleaning the side walk and finishing the drive way. Very unacceptable . To get the * word and a finger in the middle of the street and running away with out finishing the job.I have photos before and after the guy came.I demand an apology from **** the owner of the company and the guy who came in and was rude..face to face apology and refund to our wasted money as I have to find another company.

  Business response

  03/01/2023

  Hello,
  
  This client was informed that due to short staffing over the holidays, we would be dispatching crews on the 23rd and 24th to clear properties.
  
  A technician was sent out on Dec 24th to clear clients property. ************** was dispatched with a blow pack and a scraper. Unfortunately, the scraper broke at a property earlier in his route. Despite this, ************** continued onto the final property as most didn't require the scraper before this. 
  
  Upon arrival, he found multiple cars blocking the driveway and most of the snow packed down and considerably driven over. The client made 0 efforts to come out and move these vehicles, so ************** attempted to clear the property as best as possible. Once they were finished, they proceeded back to their truck to call another employee, who would stop by this same clients house and apply ice melt, as well as, scrape anything our initial technician could not clear. However, before this could take place, the client ran outside of the house with another man and woman and began cursing at **************. 
  
  The client was extremely aggressive and threatening. Spewing multiple threats and names at **************. As a result, ************** informed the client that they would not be servicing the property any longer and needed to leave, as this was getting out of hand and making them uncomfortable. After this, one of the men began chasing after the truck, which is when ************** immediately left and called me. 
  
  We have had no further contact with this client since this incident, beyond termination of services and informing them that we have a zero tolerance policy of any kind of abuse towards our employees. Additionally, the photos ******** are not from Dec 24th's clearing. I'm not sure when these photos were taken, as the property did not look like this when our crew arrived or left
  

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