Metro Snow & Ice Management

Rating: 2.7 out of 5

Metro Snow & Ice Management reviews (438)

  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 11 Aug 2017

    Metro Snow & Ice Removal

    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 Perhaps if he addressed all of our concerns when we originally made them, we wouldn't write these reviews.

    Answer from pro:

    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

    Reply created 15 Aug 2017
  • Review from Ron Rogers
    Rating: 0 out of 5
    Review left on 20 May 2017

    Snow removal

    We had replaced an old hedge at the front of our house because over the years the snow removal company had denuded some of the hedge. A new hedge was put in the fall and was at least two feet from the driveway. Metro were supposed to put up stakes to show where to remove the snow. They did not do this. Metro ran into the new cedars and actually broke one of them off, denuded two others and broke the invisible fence for our pet. Four calls were made to the company, the first three with no return calls but a pleasant receptionist. The last call we were informed that none of the damage was their responsibility. They claimed that underground wires were not covered. I informed them that the wire for the fence was above ground in the hedge. No comment from Metro and no renumeration or fixing. In my opinion they were extremely careless in the few times they did the snow removal. Metro took over from Appleseed this year. We have never had an unresolved dispute with Appleseed. This year Metro didn't come to clear the snow in a timely manner on three separate occasions so we had to shovel the driveway. A competitor Wintergreen used by our neighbour had no such problem. We would urge others to look at other competitors as we certainly are.

    Answer from pro:

    This is unfortunate and I apologize. I visited the property and as you mention this is a recurring problem regardless of which company tries to remove your snow. The modifications to your headgear, dog fence ect. Simply arnt conducive to a commercial contractor trying to avoid these obstructions. We point these out in our contract for obvious reason to avails these types of problems. While I dislike losing any customer it's likely best you employ a nearby neighbour to address your snowclearing with a 'walk behind' snowblower to eliminate this ongoing issue in the future.'again sorry and thanks for the feedback. Ken

    Reply created 15 Aug 2017
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 29 Apr 2017

    Very good snow clearing service

    I've been with Appleseed since winter of 2009 (7 years) and they changed their name to Metro Snow last year. This is the only snow blowing company that I had dealt with since day 1 of owning a home with a drive way. Their service has always been very good. I leave for work every morning between 6.30 and 7am, and my driveway has always been cleared before and I have no issues getting out of the drive way, except for once, when the service came to clear around 7.30am, as there was a continuous overnight storm. And another time when I got home, the city came by after the snow service and I had to shovel the compacted snow banks. I guess I could have called them to come remove the snow, oh well... Twice in 7 years, that is excellent service in my books. As for the quality of the clearing, there is often about 1cm of snow not cleared on certain spots of the driveway because of its unevenness and I am ok with that. At the beginning of the season, I occasionally shovel the edge of the driveway after the first pass to provide a guiding line so that the driver will pass the snowblower to that line and the driver always obliges. I also like that I receive email alerts to inform me of their clearing plan. The emails occasionally provide some "cool facts", but if I am in a hurry what I do is skim through and pick up the information I need and ignore the rest. In a nutshell, I'm happy and satisfied with Metro Snow's service thus far and will continue to sign up with their service. Keep up with the great job!!!

    Answer from pro:

    Many thanks for this reveiw! It does help when a customer 'clears and edge' so the driver has a better idea of where the lawn starts even though we mark each driveway. Especially the first few storms. Thanks again. Ken Dale President

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

    Snow Removal

    The owner was quick to update clients when the drivers would be beginning the removal of snow... He was honest when there would be some challenges, like cleaning up after the City passed by and deposited huge amounts of snow at the end of the driveways... Our driver was superb..! We were invited to contact the company via email and the response was always quick and informative...

    Answer from pro:

    Thanks for this Gary I appreciate it. Ken Dale

    Reply created 26 Apr 2017
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 20 Apr 2017

    snow removal

    I have been a customer of Metro Snow & Ice Management (previously Appleseed Snowblowing) for the past 4 years. Previous to that I had contracts with two different snow clearing companies, which I promptly cancelled after the the first year. What was the difference between these companies and Metro? Metro has provided me with: 1) Timely e-mails regarding when, and how much snow was expected. 2) Plans for removal (including 2nd pass to remove plough dumps and allow for the removal of cars from the driveway to finish the job. 3) At least two complimentary visits to "tidy up" driveways. 4) Peace of mind - knowing that my driveway would be cleared in a timely manner. After dealing with two inferior companies I am pleased to report that my expectations were clearly exceeded. One last note: I am aware that some of Metro's customers complained about the additional charges for service at the end of the season due to the amount of snow we received. All companies do this. It was clearly indicated in my contract. In my opinion Metro's handling of the situation was more than fair and my service was not interrupted. I will be renewing next year. Barry Brooks

    Answer from pro:

    Many thanks for this nice review and your support Barry. We really appreciate the positive feedback.' Ken DalePresident

    Reply created 21 Apr 2017
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 19 Apr 2017

    Residential Snow Removal

    This was our first year to hire a snow removal company and we were very pleased with the service we received. We feel the drivers are to be commended for their dedication, promptness and thoroughness, especially given the snowfall we had this winter. We really appreciated the constant informative and often amusing email communication from Ken Dale. It was clear to us that he cares about the quality of service he delivers, his customers, the safety of his drivers, and his role in our community. We always knew if drivers were coming, when they would be coming and what to expect, and when it starts to snow that’s exactly what you want to know.This seemed to be the big difference between Metro Snow & Ice and other companies on our street; our neighbours were often not sure if their drivers were coming or if they should be out clearing themselves. When the snowfall exceeded the expected amount in our contract (something all customers don’t want to hear) Ken managed to come forth with a deal that was fair for everyone. We would recommend Metro Snow and Ice to anyone looking for a reliable and committed snow removal company! Paul and Jane

    Answer from pro:

    What a nice review Paul and Jane. As a first year customer new to a snow service this is especially appreciated. Thanks Ken Dale President

    Reply created 20 Apr 2017
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 19 Apr 2017

    Winter Snow Removal

    We have used Metro (and its predecessor company Appleseed) for several years now. We have always received good, timely and professional service. I would recommend this company to others (and I have).

    Answer from pro:

    Many thanks for this kind endorsement. Ken Dale

    Reply created 20 Apr 2017
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 18 Apr 2017

    Snow Removal

    Metro Snow has done an excellent job for me, and I will be using them again next year. I have a huge driveway, and it is beyond me to do it by hand anymore, so I literally rely on Metro to get me out of my house during the worst of the winter. They are highly professional, and use proper snow-removal equipment, not a pickup truck with a plow stuck on the front. The drivers are contentious, and do a good job. The trickiest part is to let people know when the plows are coming (and with heavy snow, figuring out when the city is coming, multiple trips and scheduling it can get very complicated!) . I noticed that Metro's communications continually improved over the winter. In fact, I think that the company works hard to keep improving, deal with issues and keep customers happy. I wish more Ottawa companies had that attitude

    Answer from pro:

    Thank you Debra for the kind reveiw. We do really constantly try to reevaluate what we did, what we can do and try to improve on areas however small. We again will be reviewing each route and driver and try to improve where nescessary. Thanks again.'ken Dale President

    Reply created 19 Apr 2017
  • Review from John T
    Rating: 5 out of 5
    Review left on 17 Apr 2017

    snow removal

    Excellent company. I have used them for the past 5 years. They are very reliable. The owner keeps all customers informed of when the crew will be starting, and then an alert when he is near or on your street. Sometimes they show up 3 times in the same day!!You really feel that you are cared about. I have nothing but good things to say about them. I will definitely hire them for next year.

    Answer from pro:

    Nice reveiw John and I'm glad your driver is doing a great job for you. Ken Dale

    Reply created 18 Apr 2017
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 17 Apr 2017

    Snow Plowing

    Metro Snow and Ice Removal is a snow ploughing company that serves their clients with integrity, honesty and a remarkable work ethic. During a storm, driveways are cleared quickly . They coordinate with city ploughs for second clearing, in order to clear driveway dumps. We have been with this company for ten seasons and highly recommend their services.

    Answer from pro:

    Thank you for your business and the review Emily.

    Reply created 28 Aug 2017
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