Contracted with Acres to clear snow last year (2014/2015 season) at our house in Ajax. We have a regular 2-abreast driveway and front sidewalk.
It was a horrible experience and I would not recommend Acres to anyone at any price unless you don't need to use your driveway all winter.
We specifically wrote into the contract to use snowblowers instead of plow trucks. That didn't happen.
The driveway was never cleaned on time and when it was cleaned they left hard-packed snow on the driveway. By the end of the winter it was almost 6 inches thick! We had to call 911 for a medical emergency in February and, despite the fact it hadn't snowed in several days, the driveway was so bad neither the ambulance parked on the street and the fire department helped carry the stretcher out!!!! Their comment at the time was "you PAY for this??!!"
My wife regularly got her car stuck in the driveway as it was almost impassible.
Absolutely awful customer services. We complained a number of times but they don't really like talking to their customers. The one time we actually spoke to someone all we got was excuses (blowing snow, too much snow, not done snowing yet, not enough snow . . .).
Despite doctors orders I finally gave up and chipped out the ice from the driveway myself. Took almost 4 hours to do despite heaping on the salt beforehand.
I am buying a snowblower and doing it myself this year.
- Approximate cost of services:
- $800.00
- Company Response
As a snow removal company our clients did have the opportunity to purchase a salting package which would entail us applying salt to the driveway, walkway and sidewalk. Because this client chose to not purchase a salting package the days when it only snowed a few cm and not 5 there began to be a layer of compaction over the winter season. However this year we have decided to include salting on every property. However last year that package was an extra cost on top of the contract fee which this client chose not to pay for. Our contract also clearly stated that we dispatch at 5cm snowfall in one storm. (This year it is a dispatch at 3cm). We do not dispatch for 5cm accumulated snow over a week period. In regards to the "timing" Again our contract stated we have 12 hours from the end of a storm to clear all properties. Which most snow removal companies have a 24 response time. There is no set time we come to clear a property. As a client you are part of a route, you get cleared in an order set out at the beginning of the season. Reading your contract before signing it and asking questions about the service, and understanding the service completely would prevent you from having problems with other contractors in the future.
And just as a note, this client's contract was a standard residential contract which was and still is $450+Hst. Not $800 as stated.
We strive to better our service every year with new equipment, better operations management, and the best customer we can provide.
We apologize that you had a bad experience however we wish to serve you again in the future.
Regards,
Acres Landscaping