Metro Snow & Ice Management

Ken

Unfortunately this is a case of too little too late. Yes – Jeff was our driver in past seasons and he will be a loss to your organization, he was the reason that we referred your business to over a half dozen of our friends and neighbors. Perhaps if your customer service took the time to explain this rather than being surly and offering to cancel our contract as their first response to our complaints this could have been avoided. As of yesterday we cancelled our contract with your firm and have hired another local firm.

We also take issue with the $45 cancellation fee in addition to the amount of the pro-rated refund we are receiving....considering the fact we had no service the 1st storm, limited service the 2nd storm and having to wait 16 hours to have then end of our driveway cleared out after the plow went by. Hearing that my 88 yr old neighbor had to dig out the end of his driveway because your driver missed our street was the final straw for us.

I have been a customer of Ken's when he was operating for another company a few years back and when he made his transition to open his own company - Metro I had such great service I decided to switch to his new company. This year has been terrible. They ask us to email as this would be answered quicker...well after the first snowfall and no snow removal in my neighbourhood I sent an email with no response what so ever. So 1 1/2 days later I called them and got a dispatcher who said she would have the area manager call me. She did very quickly and was way too eager to give me money back if I wanted. That is not what I wanted....I wanted what I paid for...SERVICE!! The next snowfall someone came but gave me OK service not what I am used to in the past years. Now after 20 cms of snow yesterday they came by once earlier in the afternoon and never returned once the grader went by my house before 5pm. I was away and returned home after 9pm to it still not being cleaned and to my surprise when I woke at 5:30 am it still was not cleared. So I sent an email into them first thing. I am waiting for their response.
Another problem I have with this year is I am not receiving their email alerts to let me know when the driver will be in my neighbourhood, I am only receiving the general emails from Ken with is plan.

I truly hope that this issue in my neighbourhood is rectified as there are quite a few seniors.
When it asks me to rate how satisfied I am with Metro this year at this point this is how I feel. If you were to ask me that last year I would have given it a 10 and I have even recommended his service to others before.