left shuffling snow myself to get car back on driveway
After snow fall on Jan 22/23, 2019, driveway was not cleared and I was stuck to clear the snow myself. Several emails raising the issue were sent to Metro requesting assistance with no response (as early as 5:17pm)
I was stuck to clear the snow at 10pm as I cannot leave the car on the street (no overnight parking). Pictures showing before and after I cleared the snow were sent to Metro and did not get any response at all. Several neighbours did not get their driveway cleared until late afternoon of Jan 24. (more than 24 hours after snow stopped)
Not impressed with the overall service. If you don't care when the snow removal happen, it may work for you. I expect snow removed no more than 4-6 hours after snow stopped.
Many contractors come out to clear snow more than once for a heavy snow fall. Metro seems to wait for the snow to stop before dispatching their crew
- Approximate cost of services:
- $435.05
- Company Response
To the reader:
While we take every negative review here on HomeStars very seriously, I think it imperative that these complaints be put in a proper perspective here.
With over 6000 customers Metro is without a doubt the largest and most established residential snow clearing service in Ottawa.
If we’ve had say 50 bad review this winter there are still 5,950 happy well served, satisfied customers very pleased with our service delivery this winter. Sadly, ‘happy clients’ see no need to provide a positive review.
Basically 1% create 99% of the negative, sometimes hostile reviews.
I am in no way diminishing or minimizing these complaints and we address them and try to learn from each and every one of them.
We’ve experienced massive back to back continuous storms,broken several snowfall records yet have continually ‘been there’ every storm with effective service each time.
Yes, ‘some clients’ will inevitably get missed the odd storm for whatever reason And every company has misses, breakdowns, tardiness on a few routes during the odd storm.
By virtue of the fact we are the largest company it stands to reason we would have relatively more complaints from such a large clientele.
Compared to other companies however our complaint ratio is lower then most.
We are a highly organized, highly responsible and caring organization with great dedicated staff.
Each year we sign up hundreds of ‘new, inexperienced’ customers who just don’t know how a ‘private service’ operates. Unrealistic expectations and timelines create unhappy clients.
When assessing our efforts, please remember the 99% of our clients that have never complained or written negative reviews over the 25 years we;ce been serving them.
Thanks for reading this general reply but I thought it proper to provide the ‘other side of the coin’ here.
Ken Dale
President
Metro Snow and Ice