I hired Metro last year 2017-18 for snow removal and immediately had a problem when they skipped my driveway after a heavy snowfall. Ok. The rest of the winter was mostly ok until March 2018 when it happened again. After a testy email exchange, somebody came and did the job finally. This year, I made the mistake of hiring them again. When I look around at my neighbours, their driveways are done and mine is not. They don’t use Metro. Today, nobody care and I got contradictory information from them about what they were doing. When I questioned why nobody had done my driveway, they stopped responding to my emails. My phone call was not returned. I shoveled the driveway myself In the end. I won’t sign with them again. Good rule of thumb is look around at who your neighbours are using. In my neighbourhood, it is not Metro.
- Approximate cost of services:
- $400.00
- 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