Metro Snow & Ice Management

Rating: 2.7 out of 5

Metro Snow & Ice Management reviews (438)

  • Review from Customer of Metro Snow & Ice Management
    Rating: 0 out of 5
    Review left on 26 Dec 2017

    Buy a shovel all I can say

    One word pointless terrible service! Even more so customer service! The gps thing is just to keep us from calling or emailing our complaints , it’s to reassure us that our tractor is on the way lol ? Well I still haven’t seen the tractor , must be coming from Winnipeg! All in all my shovel and I have been a team ! Thanks metro/ Appleseed for your exceptional service cant wait for more snow!!!

    Answer from pro:

    Sorry you feel this way. Likely a last minute signup without stakes. The system works, 11,000 other clients don't seem to have a proble, with it. Again apologies. Metro

    Reply created 28 Dec 2017
  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 26 Dec 2017

    Still haven't cleared driveway.

    This is so disappointing! I had this company clear my driveway last year and was very satisfied. But something has run off the rails this year. Here it is Boxing Day at noon and still no one has cleared my driveway. We are snowed in and are expecting a home care worker (nurse) who need to come here daily. My neighbour kindly cleared the road ridge so that the nurse could get into part of the driveway. It's not our fault for wanting the service we paid for. Metro must look into what has gone wrong. It's not necessarily the customers.

    Answer from pro:

    Thanks for this. We are speaking of you not being service quickly 'over Christmas', when many 'back up' drivers not familiar with your core drivers routes we're resting. The few missed clients were quickly addressed the next day. This should not happen Metro Team;

    Reply created 28 Dec 2017
  • Review from Stevan
    Rating: 0 out of 5
    Review left on 26 Dec 2017

    Over 2 weeks and 18 exchanged emails (12 by me) and still no service

    Signed up so my laneway would be cleared while I'm away on business. Paid in less than 24 hours since first communication. Communication by the company is relatively prompt (typically <24 hours), the problem is that nothing ever happens. No markers have been placed, and of course no service is delivered. After two weeks of waiting I have sent a request for the refund. A very frustrating experience. Stevan Follow Up: The company's response seems reasonable and I just wish they informed me at the time of the sign up they were not accepting any new clients and that would have saved all of us a lot of time. Although the response stated that the full refund would be provided, today I received less than 40% of my payment. This could be chalked up to the human error, so I'm waiting to see the response to the email I just sent. Follow Up 2: It took a couple of emails, but the company did send me a follow up cheque that fully refunded my initial payment.

    Answer from pro:

    We apologize for your frustration and it's of course understandable. Since the many storms in the last 2 weeks or so many 'last minute' or 'late' signups could not possibly be 'staked' quickly enough to c;ear as we were busy clearing longstanding clients. We stopped accepting customers 2 weeks ago for this reason. A full refund of course will be quickly supplied. It's suggested clients sign up by November 1st in the future to avoid problems and frustrations like this. Many thanks The Metro Team

    Reply created 28 Dec 2017
  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 25 Dec 2017

    Snowblowing service

    We have used Metro Snow and ice for several years. Each year I say I won't re-book the next year but this time I definetely won't ever use them again. Terrible service. Their website says they arrive 1st - definetely not true. If you don't mind driving through snow in your driveway and over the City plow pile, then go with Metro. I won't the company some of my neighbours have, they're always first and reliable. They gave all their staff time off Christmas day so no service. I understand family and all that but some jobs must work Xmas day. This is when we want to get out and have people in. Unusable driveway makes this almost impossible.

    Answer from pro:

    Thanks, we in fact did NOT give our staff the 'day off' on Christmas. All drivers started their route at 2 pm Christmas Day 'as announced clearly Christmas Eve. You can actually navigate through 10 cm' s of snow easily. If you couldn't you would't be able to drive down your 'unplowed city street'. Let's be. But reasonable here.....all drives were done by midnight. Metro Team

    Reply created 28 Dec 2017
  • Review from Customer of Metro Snow & Ice Management
    Rating: 0 out of 5
    Review left on 25 Dec 2017

    Snow removal

    As a 15+ year customer we left last year due to the abysmal service. It became worse year after year. Metro seems to follow the city plows and if they don't come for 6 or 7 hours neither do they. And at times they never came because according to Kens emails the snow would be melting soon. Their competition in the neighborhood beat them every time. The company we are with now are extremely efficient and will come twice if necessary. Almost everyone on our street left this year due to the very bad service and "couldn't care less" attitude of the owner who claims he has over 10,000 customers - if that is true no wonder the service is so bad!

    Answer from pro:

    I'm always disappointed to hear long time client isn't happy. Obviously you were at the end of our route. 6 hours is a normal clearing time. As per the 'competition', 'being there first', please understand that we also receive countless 'signups' from their clients because 'we get there faster' as a result of these competitors clients being 'at the beginning of our routes' and the 'ends of the competition route'. As for the 'couldn't care leas' attitude, this is simply not true. Sorry to see you go. Ken

    Reply created 28 Dec 2017
  • Review from Customer of Metro Snow & Ice Management
    Rating: 1 out of 5
    Review left on 24 Dec 2017

    Little or no service / non responsive to calls & emails.

    We are previous clients who have been satisfied enough to sign up with a Metro again this year. Something has gone wrong, however, and we are already regretting this decision. Several times, we have attempted to call, email or contact the company through their website. To date there has been no response- 0. Yesterday is snowed and the plow came by around 7pm. The pile left a5 the end of our lane is now rock solid. We have to be out by 11am this morning, and again - no response to email, message service... and the voice mail box is full. So, 3 snowfalls this year and 3 times it appears we have to shovel ourselves out. Also there has been no communication what so ever - no emails with updates, no GPS notifications - 0 We are actually hoping that by posting to here, that someone will get back to us and let us know that we are more that a yard tag, and that they intend on fulfilling their contract.

    Answer from pro:

    I'd be more then happy to speak with you or respond and discuss your concerns personally. Simply email us and put : for KEN in the subject line.a Without a name or dress here I can't be of much help. Thanks for this. Hope to hear from you. KEN

    Reply created 28 Dec 2017
  • Review from Customer of Metro Snow & Ice Management
    Rating: 0 out of 5
    Review left on 21 Dec 2017

    No service and poor customer service - Barrhaven

    So we have had 2 snow falls of 5cm or more. Our street, in Barrhaven, has not been serviced on either occasion. The owner was pleasant in our first correspondence and apologized. The 2nd time he replied, his first reaction was to refund our fee. Well, given that we are in December and getting service from a different company is near impossible, unfortunately I have to remain with Metro and feel I have thrown away $400. They are not the first to provide service on our street and according to their website this is guaranteed. The owner is also the owner of Touch Plow and I have suggested that he those resources to rectify this situation and of course, NO REPLY. Sad - but I will use every medium possible to warn people of the poor service and worse customer service by this company.

    Answer from pro:

    We apologize for your frustration and it's of course understandable. Since the many storms in the last 2 weeks or so many 'last minute' or 'late' signups could not possibly be 'staked' quickly enough to c;ear as we were busy clearing longstanding clients. We stopped accepting customers 2 weeks ago for this reason. A full refund of course will be quickly supplied. It's suggested clients sign up by November 1st in the future to avoid problems and frustrations like this. Many thanks The Metro Team

    Reply created 28 Dec 2017
  • Review from Louise
    Rating: 0 out of 5
    Review left on 21 Dec 2017

    No service no client care

    We hired Metro Snow and Ice Managment on a recommendation from a neighbour. We’ve had two snowstorms and we’ve experienced problems with both. This early in the season, this is worrisome for ourselves and now for our neighbours also. My first issue was replied to three days after the email. I was kindly reassured that there were some technical glitches with the alert system, and that everything was rectified. On December 19th we had a second significant snowfall and my lane was cleared early afternoon. Right after that, the city plow went by and dumped approx 2’ at the end of our driveway. I wasn’t concerned at all since that day I had received an email update: “We will be clearing all day and night to clear plow dumps”. That dump has since frozen and I cannot drive over it. That was two days ago. I have recently broken my foot and my neighbour felt very badly, so she drove the office. She went in because my email has not been returned - had an appointment this morning and had to be carried out to the street! My neighbour was assured yesterday that the dump would be cleared. Today it is a frozen wall and my caregiver can not access my laneway. So, there isn’t anyone to contact other than emailing, which isn’t replied to in a timely fashion (48 hours +). You cannot call as “the mailbox is full”. I have read some of the owner’s emails and messages to clients and it is obvious that there is a problem with this company. I sincerely hope there is a willlingness to rectify this situation, rather than immediately offer a refund. (Mullcraft Cres, Nepean Ontario)

    Answer from pro:

    Thanks for this Louise and my apologies if your were missed with plow-dumps I sent a tractor through there again yesterday and we are heading out again tomorrow. I will monitor the tractor this storm on the GPS to insure you are not missed. I'm glad however you are getting the email updates and Tractor Alerts when your driver is near. KEN

    Reply created 22 Dec 2017
  • Review from Lyn Martin
    Rating: 1 out of 5
    Review left on 20 Dec 2017

    So long, Metro

    We have been a client for at least the past ten years, including when Metro was called Appleseed. During the 2017 season we noticed that the vast majority of houses in our area had Andy’s stakes, but we stick with Metro because we had no major complaints, and value loyalty. Well, we were let down. Every snow event left us seething with anger as we watvhed Andy’s show up several hours before Metro, then return again on the heels of the city plows. Sometimes Metro only did one pass, and didn’t even come back after the city plows had left their dump at the end of the driveway. The poor service was bad enough, but the owner’s lengthy boilerplate defensive responses to customers are unprofessional. So long Metro. We’ve signed up with your competitor for the next season.

    Answer from pro:

    Just so we are clear, I AM the 'predecessor " of the company Appleseed. Change in name only after 25 years in business . As per 'berating' customers in an email? I received hundreds of positive emails back from clients in support of me clearly stating 'if you are 'rude' or 'aggressive ' with my staff your emails or calls will not be responded to. I will never apologize for 'backing up my staff' and protecting them from aggressive bullies or rude people. The $300 a person pays for snow clearing simply does not give them the right to treat others this way. I insist my staff be respectful and polite....and I expect the same from customers. Seems only fair. The 'respect clause' is clearly stated on the front of the contract. We honor it and so should clients. Thanks Ken

    Reply created 22 Dec 2017
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 19 Dec 2017

    So disappointed this year

    Had Appleseed last year and was very happy with the service. This year, not so much. This is the second time this season I have had to send a note saying that our driveway wasn't done. Two streets up, all driveways done, one street up, 2 of 4 driveways done, my street and all streets south?? NOT AT ALL. No contact from the office in any way shape or form. In fact the last time they eventually made it to my driveway, we had to go out and widen it ourselves as well as get rid of the pile left when the tractor drove away. I have recommended this service to many people but now am not sure if I should have. And to be clear to the owner...we realize that its busy, that it's garbage day, (our cans were removed by 10:30 am in anticipation of the tractor) and that shear pins break. We also realize that ever other company in the neighbourhood has completed their work.

    Answer from pro:

    Sorry to see this John. Ive addressed this with both my driver and the Field Manager so you are not missed again. Ken

    Reply created 22 Dec 2017
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