ComplaintsforSnow Smart

• Initial Complaint

  25/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have hired xxxxxxx xxxxxxxxx for snow removal for my home address. On Monday January 17th 2022 we received 40 + cm of snow and waited 24 hours before shoveling the snow by hand by myself. I tried reaching out to the business ( contact person is Ryan ) I sent two texts and placed a few phone calls and never heard back from him. Ryan showed up at 5:15-5:30 am Tuesday morning and only did the bottom half of my drive way. I am very upset at the service I received from this company. **************************************************************************************************************************************************************************************************************** I would like a explanation as to why the snow was never cleaned and why I did not receive any contact from the business advising when it would be cleaned. I would also like to see a copy of the contract for *****************. I never received a copy of my own contract from this company.

  Business response

  23/08/2022

  Business Response /* (1000, 16, 2022/04/11) */ Dear Homeowner, We apologize for any inconvenience we may have caused you, as well as for any way our service did not meet the high standards you are accustomed to. We understand that you were dissatisfied with the service provided to you during the 50cm blizzard on January 17th, and are truly disheartened to have created an issue for you. Unfortunately since it was your family member whom we spoke with about our services and the contract upon signing up (to which they signed), we are not aware of what exact information was passed along to you from that exchange. However, in the first page of the contract it states that we will "Remove snow from driveway with plow and shovel walkway up to front door within 24 hours of the snowfall ending, as long as there are no obstacles of the homeowners' restricting the contractor's ability to do so.". This is also something we state to each person who signs up with us. During this snowfall we did encounter 2 cars parked in your 4 car driveway, which hindered us being able to remove the snow from the entire driveway as we only had the safe means to remove the snow from part of it. .Fortunately for these scenarios, as they do occur quite frequently and generally in the middle of the night, we offer follow-up visits (which again was discussed upon sign up). These follow-ups allow for the homeowner to contact us and let us know when the obstacles can be moved out of the way for us to finish the areas of the driveway we could not safely remove snow from prior to that, while also allowing us to touch up any snow that may have been blown back on the driveway, pushed on from city plows, or any other reason that may occur. Upon our follow-up visit to your property, we noticed you had already cleaned up the area in question, within that 24 hour timeline of the snowfall ending. We also apologize for not answering your calls during the snowfall, as at the time the individual that everyone was trying to get in contact with, was one of our plow drivers. Since it is not only unsafe, but also illegal to be on your phone while driving, that plow driver was unable to accept incoming, or make outgoing calls while removing snow. This is something we understand could have been handled better, which is why we have hired on multiple office staff who will be able to be the point of communication for homeowners during snowfalls and any other time. This snowfall also caused us, like it did for almost every person in the GTA, issues with commuting. The city had yet to clean up streets and/or highways when we were going out to remove the snow, so many of our shovelers were unable to make it in on time or at all, while it was also disrupting the speed and ability of our plows to do a quick and efficient job. Luckily we were still on time for your property regardless of the obstacles in the way. We do understand we could have done more, as we typically do. We sincerely apologize as our hope is to make everyone happy and satisfied with the service we provide. We ask that you think about what we said, and keep an open mind about returning with us next winter as we are confident our service will only be better. Thank you for bringing these issues to our attention, and if you would like to set up a phone call to talk, feel free to call or text us at **********. Thank you. This is my response. I have already provided a refund for the client and could provide proof if necessary. Consumer Response /* (2000, 18, 2022/04/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) The funds were refunded to the owner of the contract. I accept the response from the business but will never use their services again in the future.

*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. ↩