Metro Snow & Ice Management reviews (438)

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

Many thanks for this Darlene, All of us here appreciate it. The Matro team

Many thanks Dave and Barb, Excellent comments and we’re glad to hear you are pleased. Metro Team

All driveways appeared cleared within the allocated and contracted time. If an address is supplied to me I will personally investigate this. Ken

I’m trying to look into this for your Brittany. We stake all customers everyday and a man goes out daily to fix any missing or broken stakes, I’ll advise your CSR Sarah and if you call and ask for Sarah this can be remedied quickly. Also we have an issue form on our website that goes directly to your rep and is addressed immediately it’s included in all my emails. Please use this as the fasted way to get things done. We do appreciate you business of course and want to help immediately. Metro

I have intentionally reduced the number of clients per route, and lowered the customer to tractor ratio on all routes. Our service is now faster and better then ever. All clients were cleared last storm unless they were ‘last minute’ sign ups and did not have stakes. These clients were told they may not be done that storm do to last minute sign up. Thanks and sorry you weren’t pleased. Metro Team

We will investigate your complaint here and see why you were missed. If it was a late signup without marker stakes this could create confusion for the driver . Apologies. Metro Team

We’re glad the service was good however regarding the scapes on interlock the GM advised that these will disappear over time. Stainless steel blades are used to avoid this but if a blower picks up a rock, or item then a scratch could occur. All our items which we are and are not responsible are listed in our contracts for review. Metro Team