To anyone thinking about contracting Metro Snow & Ice for the upcoming winter DO NOT waste your money!! They do nothing that they say they will. Let's review what they claim to do on their website. 4cm minimum for service. Not really. We got an email last winter stating that 4cm had fallen and was still present on 50% of the driveways but melted on the North side of every street. For that reason the Owner, Ken opted to not service anyone. Hope You don't live on the South side of your street. 250cm max removal. Oh, did you think that meant they will remove up to 250cm? So did we. But at Metro, that means 250cm has to fall in the season to end your contract. That means that if it snows 3cm 83 days in a row, your contract will be over and they will not have come once. GPS email alerts This is the reason we chose Metro 2 years ago. But guess what, in 2 years we received 1 GPS alert. That's not a typo. ONE! So don't count on that. 24hr phone support What that means to Metro is if you call, some teenager will take your name and number and presumably wipes their a$$ with it. No one ever called us back. Email support. Consists of "Sorry we're working on it" This applies to the lack of GPS alerts and requests for full clearing since we could not move our cars do to the lack of GPS alerts. In addition to all that, in email bulletins that owner, Ken, puts out he talks things like "full width cleaning." Not sure what that means seeing as the plow left 2 feet of "width" uncleared on the side of the driveway closest to the house. I've attached 2 pictures. First is what the plow left. Second is after I cleared what we paid to have removed. If you read any of Ken's responses to their negative reviews, he completely neglects to address the concerns his "clients" lay out in their reviews. Instead, he harps on how "they" are awful to have written a bad review. Perhaps if he addressed all of our concerns when we originally made them, we wouldn't write these reviews.
- Approximate cost of services:
- $300.00
- Company Response
I think if people read the other many happy reviews of 9's and 10's below they will be able to make a balanced decision on our company.
It's unfortunate this past client feels this way. Ive explained to this gentleman the 250 terms in the contract are quite clear. While we never like losing a client over any misunderstanding whatsoever, the client lives on a bus route which involves multiple city visits more then side streets. Where these may seem to be 'excuses' they are indeed part of the problem living on bus routes with continual clearing. ive checked his file extensively and I find most of his claims exaggerated at best. Referring to my staff as 'teenagers' is simply not kind. My 11 office staff are all mature, long term dedicated people who have been with me quite a long time and are adept at dealing effectively with issues and yes, somewhat aggressive clients such as this complainant. Again, we enjoy a 96% renewal rate each season, are the oldest and most reliable company in Ottawa and stand by our stellar reputation and history of service delivery.
Many thanks for this and I'm sorry this client feels he wasn't well served.
Ken Dale
President