ComplaintsforACS Land & Snow

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Winter 2022/2023 season - snow removal contract signed for $475.00 Service was not provided during December 2022 storm. Provider was in touch with us throughout the storm and notified us that he would be at our home on Tuesday, December 27, 2022. He never came. On January 10, 2023 we received an invoice for an additional 25% charge per our contract (if over 100" of snow), $129.14. Because we didn't receive service from him we contacted him and asked if we were exempt from this additional charge as he did not provide service per our contract. He informed us that it did not matter that he didn't provide service. We were still obligated to pay the additional charge. He then stated that if we did not pay it, he would not provide his service for the balance of the season.

  Business response

  01/19/2023

  I was in Contact with Customer as they said.  I explained to customer we would no longer be moving snow with Trucks as it was getting very difficult if not impossible.  I had to make the difficult decision to switch to "heavy equipment" to clear remaining drives.  This is outlined in my contract as article 5 under description of services.  I discussed staging my piece of equipment at his house so i could pick up another piece of equipment as I had 2 Skid steer loaders and 1 trailer available. He expressed a level of apprehension to this. Upon Discussing with my fellow leader at ACS Snow Removal we decided staging the equipment there was probably not a good decision considering **** ***** initial apprehension so we went to a customer that was eager and ready to assist us in staging equipment.  The removal was a time consuming process.  It took sometimes an hour to clear driveways that normally take 5  minutes. When we arrived at customers residence overnight Wednesday/Thursday Dec 28/29 it was clear.   I am realistic in knowing the customer will not understand the realities of clearing snow after this epic storm.  I believe we were well within our contract. I have been performing services for this customer since 2017 always with great care and promptness.  Landscaping and Snow Clearing.  I can empathize with customer.  We will be issuing no refunds re: Christmas Blizzard 2022 however I am willing to take into account the circumstances when bidding future projects should the customer want to remain an active customer and i will harbour no ill will or resentment.  Thank You

  Business response

  03/03/2023

  BBB spoke to Jason at the business and the following was relayed: I have resolved this with the customer.

  Customer response

  03/03/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. BBB spoke to the customer and confirmed the matter was resolved. Regards, ******* ****  

• Initial Complaint

  01/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Winter 2022/2023 season snow removal contract - $900.00 We signed a contract for snow removal. He did not provide service during the December 2022 storm. He had been in touch with us throughout the storm and notified us that he would be at our home on Tuesday, December 27, 2022. He never came. On January 10, 2023 we received an invoice for an additional 25% charge per our contract (if over 100" of snow), $244.68. Because we didn't receive service from him we contacted him and asked if we were exempt from this additional charge as he did not provide service per our contract. He informed us that it did not matter that he didn't provide service. We were still obligated to pay the additional charge. He then stated that if we did not pay it, he would not provide his service for the balance of the season.

  Business response

  01/19/2023

  I was in Contact with Customer as they said.  I explained to customer we would no longer be moving snow with Trucks as it was getting very difficult if not impossible.  I had to make the difficult decision to switch to "heavy equipment" to clear remaining drives.  This is outlined in my contract as article 5 under description of services.  I discussed staging my piece of equipment at his house so i could pick up another piece of equipment as I had 2 Skid steer loaders and 1 trailer available. He expressed a level of apprehension to this. Upon Discussing with my fellow leader at ACS Snow Removal we decided staging the equipment there was probably not a good decision considering **** ***** initial apprehension so we went to a customer that was eager and ready to assist us in staging equipment.  The removal was a time consuming process.  It took sometimes an hour to clear driveways that normally take 5  minutes. When we arrived at customers residence overnight Wednesday/Thursday Dec 28/29 it was clear.   I am realistic in knowing the customer will not understand the realities of clearing snow after this epic storm.  I believe we were well within our contract. I have been performing services for this customer since 2017 always with great care and promptness.  Landscaping and Snow Clearing.  I can empathize with customer.  We will be issuing no refunds re:Christmas Blizzard 2022 however I am willing to take into account the circumstances when bidding future projects should the customer want to remain an active customer and i will harbour no ill will or resentment.  Thank You 

  Business response

  03/03/2023

  BBB spoke to Jason at the business and the following was relayed: I have resolved this with the customer.

  Customer response

  03/03/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. BBB spoke to the customer and confirmed the matter was resolved. Regards, ******** ****  

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