Metro Snow & Ice Management

I cannot believe how terrible this company is. We decided to try Metro Snow and Ice this season as our snow removal service. We were warned against them but with their promises stated on their website, we decided to try them out. What a big mistake! This is a company we will never use again and if they remain in business, we will be sure to pass on the word on how terrible they are. Here is a list of some of their promises on their site and how they stack up:

1st There Guarantee: This is a crock. On our short street alone there are at least 4 different companies being used and ours is ALWAYS the last to be plowed (IF it gets done at all).

4cm Snow Start (not 5cm) : We have not had a storm where we got only 4cm as opposed to 5cm+ so it's hard to know if they would actually go out on only 4cm.

Bi Monthly 'Anti-Icing' : This has yet to happen, 3 months into our service contract.

GPS Email Alerts to Clients : We (or any other friends that use this company) have never received GPS alerts, EVER.

Email Alerts & Bulletins: This is especially frustrating. They do send these emails but they are filled with false information and empty promises. They will tell you they are coming out at a certain time and show up hours later or not at all. They send emails asking their "valued" customers to not complain as much and not call! They tell us that they will only take complaints up to a certain time! I cannot believe that this is what they call customer service and people still use them. They send emails saying they are coming for a "Courtesy Clearing" at 5am and then decide to just cancel it about 4 hours later because the owner was a bit "trigger happy" sending the email?!? One time they sent an email saying they would be coming out at 7pm to clear laneways. Then follow up with an email saying they changed their minds and they will now be coming out at 4 am ?!? The emails are filled with spelling errors and are often confusing and incoherent.

There have been about 6 snow events and they haven’t even shown up after three of them. Hey constantly email telling their customers to stop complaining and only email once. Don’t call. Don’t be angry.

They rarely if ever bother replying to emails. They NEVER apologize for not showing up. Been customers of Appleseed which turned into Metro for nearly 8 years. This will be our last.

Your driveway will be missed consistently. You will be phoning the company and will a) be unable to leave a message bc voicemail is full or b) leave a msg and get no call back when you specifically ask for one. You will get emails that are borderline rude and aggressive from the president of the company, the tone of which makes it sound like customers have no right to complain about poor service. I've hired metro for the past few years and I believe they've taken on more than they can handle. I will absolutely not be renewing my contract next year. I could handle a few missed clearings, but the customer service is absolutely lacking and that's what will keep me away.

UPDATE:

I've politely requested a refund because I was so dissatisfied with the service this year. I was told it would take 10-14 business days. It has now been three weeks and my repeated email inquiries are being ignored. Next step is for me to visit their office. After that, it's Better Business Bureau. Unacceptable customer service.

Christmas day- ruined. They showed up at 11:30 pm, my plans were cancelled. 2018 01 08- still no one. Car on the road! Sent emails- no response. "After" office hours- so no one there to answer the phone. Sending emails- and will pursue compensation. Contract is meaningless. Yup- Neighbors driveways (with other snow removal contractors)- cleared twice today.

One of the worst companies I’ve ever dealt with. Owner demonstrates huge level of disrepect to us, his clients. Nothing but excuses. Had to shovel the snow myself at Christmas...TWICE!!! No apology or any offer of compensation! Yes, your driver was sick, but where were you?? Sitting by the fire no doubt. You should have gone out to cover for the void. Any smart business owner would. Had to plow my car through the end of my driveway once again TODAY to get into my garage. (Jan/8) After emailing us that clean up would begin at 7am, they finally arrived at 7:20 PM! The driver by the way blew the snow right at my front window!! I’ll check for damage in the morning!! Ken Dale , the owner is great with stories that none of us really care about! FOCUS ON YOUR ROUTES!!!! FORGET THE FLUFF!! Your clients on my street are disgusted!

I paid half up front, got 3 snow removals but they never returned to remove snow plow dumps after each storm as promised in their lovely email updates. The owner came by late fall had a great chat with his wonderful highly skilled people.
Never again.

Not great with returning emails. They say they have plowed your driveway when they haven't. Their estimated times of their driver arrivals is always 6 hours off. They are more concerned about their drivers than their customers.

Signed up in November thinking they would be a good company after having trouble with JR snow removal. I would not recommend this company, voicemail is always full, and it seems they do not care for they’re customers. This is my first and last year for sure. I can shovel my own driveway with out shelling $300 to do so. Never seen such ridiculousness before and they go on to brag about 11,000 happy customers. If your customers were so happy recently then why do you have so many bad reviews as of late?? As a business owner I understand it’s difficilt but to run a business like this and always be blaming your customers is 100 percent wrong . Now I know I understand why they don’t have a google listing because it would be full of bad reviews. I will be contacting bbb and filing a claim in small claims court and I advise others to do the same

I've had this company for a few years. The first few were great. I loved their emails and notifications of exactly when they were coming. However, last year I was missed about 70% the time. They just didn't show up or respond. Since I am out of town for work often, I needed a company that contacts me.

This year I was promised they had less customers and more tractors so the service would be 100% reliable. Each storm they should come 2-3 times. They've only been twice. I've emailed and phoned and left voicemails. I haven't received a single reply. They have been here in 3 weeks. This morning I was unable to get out of my driveway to go work. I live on a main road so they promised in their email by 7am. It's now almost 11 and there is still no sign.

I signed up early, my cheque was cashed, the stakes were up early.

I am at an utter loss as to what to say. There is just no service. They just don't come. They have never replied to a single email or contacted me in any way when I've been missed. Then you receive their emails of their excellent service.

Most people don't have this service because they are lazy. They have health issues, family issues, work early/late, travel for work...so this is a vital service to them and be stranded in your driveway when you pay $300 plus tax for two clearings of minimal amounts is ridiculous when you don't see them for the larger amounts.

I grew up in the country and certainly understand that tractors sometime break, and a driveway might get missed. I certainly emphathize with the drivers. However, I put the responsibility 100% on the owner and possibly managers. If someone is missed, would Management not call the next time to make sure they weren't missed and happy with the service???

And just for management's information, my vehicle is always in the garage and the outside light is always on to make it as easy as possible for the driver.

Managers should personally do any missed driveways.

After reccieiving an end of the year email from Metro saying they would be adding additional tractors, we figured we would give them another shot. Metro has been twice since the beginning of the season (its Jan4 2018) it’s beyhond terrible service... On top of the terrible service you will not receive tracking notifications like the Metro sales pitch says - instead you will get negative and unfriendly emails telling you not to contact them about your problems, they also email friendly Snow updates lol and then say they will come do the job we paid them to do, but wait, then another email saying they won’t be coming. This is terrible waste of money and time, also your state of mind after reading there communications. 0 our of 10