snow clearing of my rental triplex
- Approximate cost of services:
- $1,500.00
snow clearing of my rental triplex
Parking Lot and Walkways Snow Clearing and Salting
UPDATE:
Thank you for the updated review!
ORIGINAL RESPONSE:
Tyler, we've been working together for 2 years. There has been an immense amount of snow this week from the same storm. We were at your property clearing twice yesterday, once in the morning and once again the evening. It then continued to snow through the day, and is not yet over. Our trucks will be there again tonight. I understand that snow is an immense hassle to everyone, however we have been doing our job as best we can given the conditions and timing of the snow. We return all phone calls and emails directly right away, in fact we've spoken to both you and the owner today. I understand your frustration, and do apologize for any inconvenience, however you must understand that we are doing the best we can.
Please call my self or George to talk about this further, Xt 701 is mine, George is 706. Either one of us would love to fix this problem.
Regards,
Hello Janet,
I would like to start by personally apologizing for any inconvenience we have caused. I know that snow can be very disruptive, but we did do our best to get there as fast as possible.
I would like to clarify that the snowfall (which, while there were some flurries on Thursday evening, actually only started on Friday morning at about 7 AM) lasted throughout the day on Friday, and only finished at about 11 PM. The timing of this snowfall made it very difficult for us to move around the city, as it fell during the day and traffic was horrible! Also, our residential contracts guarantee snowfall clearing within 12 hours of the snowfall ending.
Your property was, as you say, cleared at 3 AM on Saturday morning, which is actually within four hours after the snowfall ended. I would say that this is outstanding timing and delivery of service, considering there was over a foot of snow.
It is unfortunate that your husband got stuck in the snow, our dispatch was aware of your situation and fast tracked a truck over to you as soon as we could. As for clearing the lanes wider and stacking snow, this is the absolute first notice you have given of any issues. Had you informed us of any concerns prior to posting this review, they would have been immediately addressed.
We openly solicit all of our customers for reviews, and very much appreciate any input, however you must understand that the "0" rating you left us is completely unjustified. You failed to mention that we've been out 15 times previously this season, and that your opinion of each of those service runs was just fine. This time, the snowfall was huge, our service remained exactly the same, but your expectations seem to have outgrown the actual service that you paid for.
As the owner of Monster Plowing Company, my personal goal is to make sure that all of our customers are happy customers. I hope that we can resolve these issues moving forward.
UPDATE: Our operations manager George Armstrong visited both Sandra and her neighbour (who shares the mutual driveway) in-person following this storm, and the following issues were brought to his attention: Delayed response time, lack of attention when piling snow, and also minor damage to an eaves trough hanging over the driveway during a previous event. These issues were brought forward after a storm which dumped nearly 2 feet of snow on some areas in Toronto. Unfortunately, the timing and sheer amount of snow did not allow us to be at her property until about 16 hours after the snowfall stopped (when usually we would have performed service within 12 hours). The piling was not done to her specifications, however during a 2-foot snowfall, it is very difficult to find room to pile the snow. To help alleviate Sandra's concerns, we fixed the eaves trough on the spot, scheduled a personal meeting with the crew which services their property, and also refunded 33% of the contract's value to her and her neighbour. We also continued servicing her property as agreed for the remainder of the season, and no further issues were brought forth by the homeowners. As the owner of Monster Plowing Co, I personally regret any inconvenience we caused to Sandra and her neighbour during that very large storm, but I believe that once it was brought to our attention, we handled the situation admirably, fairly, and promptly. In return for our prompt delivery of improvement, Sandra did promise to update her review, and to change it from the "0" rating that she left, as she personally admitted, "in haste," however this promised update has yet to be posted. We did, however, hold up our end of the bargain, and hope to have Sandra post, as she explicitly promised, an updated review soon.
Thank you for the updated review!