Metro Snow & Ice Management

We have been with Metro/Appleseed for several years now but unfortunately their service in 2017/2018 is nothing compared to previous years. The driver that we have had for the last few years was great but this year it is like night & day compared to last year. We have had problems with every snowfall. From the city dump at the end of the driveway not being done at all; to only half of it being done; to only 1 pass down the centre of the driveway being done instead of the stake-to-stake clearing that should be done; to the driver starting his run about 10 to 12 feet down the driveway from the garage. In each of these cases, my wife and I have had to clear the remaining snow ourselves - which is not the service that we paid for. I have followed Ken's procedures and used their on-line form to register our concerns and only once was it addressed. I have left (polite) messages through their telephone system asking for someone to call me so that we can discuss our concerns so they can be corrected for future snowfalls and not a single response to date (Jan. 24th). I have asked in almost every one of the Metro on-line "issue" forms for someone to contact me and still not a single call. I have never been rude, ignorant or aggressive in any of my e-mail or telephone messages (Ken has a strict rule that if you are rude, ignorant or aggressive they will simply ignore your message) but still no follow-up. I do not know what is happening at Metro this year but their service has definitely gone downhill. One of my neighbours even commented to me that he has noticed while driving in & around Barrhaven that the last driveways that seem to be cleared are those with Metro stakes at the end of the driveway. Not good advertising for Metro. Given this year's quality of service and apparent lack of customer service, I would not recommend Metro to anyone looking for a snow removal service which is too bad based on our previous years of service but those days seem to be gone. I have read the company response (i.e. Ken's response) to the negative reviews on here and his comments about the percentage of complaints being extremely low given their total number of clients might be valid from a pure statistical point of view but negative word of mouth comments about Metro and people noticing Metro driveways being the last driveways being cleared will hurt Metro in future years. If Metro is going to survive, Ken needs to address these problems (several are being made by customers who have/had been with Metro/Appleseed for a number of years - like myself). Quality of service & customer service are key in a competitive business and Metro might be the biggest but based on this year's performance, you are far from the best. I believe Metro has gotten too big and is spread to thin to offer the type of service customers should expect.