Metro Snow & Ice Management reviews (438)

Im sorry you've received a slow start. Again, without a name or address I cant address your particular issue. Supply and I certainly will do whatever I can to try to fix any problems. I have in fact added 2 new drivers in to the westend areas (if that's where you live). They are learning their routes, the Managers are following up after and each storm they get faster and miss less. Jeff may have been you driver for 15 years. Jeff called the night before the storm and 'retired himself' as his body just couldnt take the stress anymore of long hours clearing. Tough loss, but the new driver is experienced and he just needs to learn Jeffs route. Again, without an address I can only guess here. Regarding email alerts....supply your name or address and we can get you up to speed on them . Tractor alerts and email notifications are the fasted way to 'keep abreast' of how and what we are doing during storms. I'm sure we will work the bugs out on the timing of clearing your driverway. Thanks for the feedback. Ken Dale President Metro Snow and Ice Management

LET ME EXPLAIN HOW SNOW CONTRACTORS GENERALLY WORK: I've been clearing snow for over 25 years and basically I love it! I'm rather frustrated by this review and and a others I feel are somewhat unfairly low and I would like to finally respond candidly to these '0' reviews that people are so easily to throw out. We treasure our rating on Homestars and when a review is fair and valid...we accept the criticism and improve from it. When it's constructive and 'informed'. I don't want to come across as 'defensive here' but after perfect 10's and 9' last winter I have had a few 'unfair' 0 reviews today in particular. The first big storm. Your's I will use to explain the basics of snow service with us in particular. It may avoid other future poor reviews with unrealistic expectations for snow companies in general. (All low reviews are usually from new 1st time Customers unfamiliar with snow clearing services) Its frustrating and concerning when new clients with 'expectations higher then the industry standards' writes a poor review through lack of understanding of the service. Of the over 10,000 customers we service we've had 3 poor Homestars reviews today...all from new clients who have just started to use our service. Not bad in relative numbers. Perfect 10's would be preferred and we will continue to work towards that for everyone. Let me 'unpackage' your claims and review and maybe after understanding you may (or not) consider changing your reveiw more fairly after the next storm or so. I'd like that. You state "You've had to call 3 times'. Very rarely does someone HAVE to call our office. We ALWAYS get the snow cleared out. Period. Based on my system: * You should have received an email last night regarding our timing plans * We then sent out 2 more "Email Updates' stating current and ongoing progress. * The Tractor should have sent you at least 3 'Tractor Alerts' of it being near your area. WE are the ONLY snow company out there that does all this during each storm to keep you updated "so you 'don't' have to call! The fact is, we are not (in your opinion) there fast enough to your liking so you call. I review every tractor report. We clear well within the times outlined in our contracts both during the storm and when the City Plows go by. Case in point today. 1) Your drive was cleared by 4 am this morning according to GPS reports on tractors. 2) 4-5cm then fell from 4am to 6am after he had cleared leaving snow in the driveways at the beginning of his route.Yes, there was 5 cm instead of 10! But it was cleared down before you left for work. Give us fair credit please. 3) Driver returned and cleared again and then catched the 'City Grader dumps' again after that....all within the contracted times. 4) Driver will 'automatically'' go by tommorow between 10am and 1pm "without you calling' to reclear any left over debris. Our standard practice. So many new customers call 'very late in the season' to sign up, usually during snowstorms, are not staked and the odd time a driver will miss the drive until it is staked. Last to signup, first to complain. This may or may not be your particular case but it is in 99% nor the poor reviews we get. I put you to proof we have 'failed to meet the terms of the contract"......it's clear, we met it easily. Hope we can better serve you next storm but I think it best you 're-read' the timing terms outlined. I have clear reports stating otherwise. Not condemning, not defending, explaining. If you havent received all the various alerts and email bulletins during this past storm then please contact me and I will look in to this for you. They help greatly in avoiding frustrations and anxiety about 'what's going on with my driveway". Thanks Ken Dale President

I have been following the emails. As you were told before your refund is being processed as per the policy outluned on thr back of the contract. Sorry you decided to cancel before the season even started. Ken Dale President Metro

You are obviously a 1st time client and I appreciate you going with us. We started at 2 am this morning. Your driveway was done the 1st pass at 3;17 am. Over 5cm fell between 4am amd 6am. I have checked the GPS reports on your driver and he has passed by 3 times upo until 8 pm tonithe. I will reveiw the records for his run today and change if required. I feel the low rating is a little unfair as yes, you did sign up late and it takes a bot for drivers to 'plug new clients' into their routes. KenDaler President Metro A 'review update' would be nice.

Again, You were in fact done 'before' 6 am......and again at about 6pm. Graders came out at 10 am this morning and you are cleared out before supper. Read the contract please. We were there writhing 4 hours of the snow starting. Better then most. Nevertheless we will try to improve for you. "O" seems a bit harsh?

Thanks Linda for the feedback. In my last "Client Bulletin" you should have received last week it informed everyone in Stonebridge that I had added another tractor to the area to further reduce wait times. This will improve things as client route sizes always change each WInter. Regarding Metro/Appleseed. I do in fact own both companies but they offer entirely different approaches to delivery. I recently bought out all of Appleseed now and have 6 specific offices to serve each area. Metro starts clearing at 4 cm versus 5 for example with Appleseed. I am rebranding the Appleseed brand to Metro Snow and Ice Management and the new name for Appleseed effective next week will be Metro. A letter, doorkncoker cards and email will be sent next week when over 10,000 driveWays we service. Sorry for the slow start you've experienced and I will speak to the area manager and driver to see what can be improved on. It also sometime has to do with where the competition starts their routes' versus where we start our routes. We get to the ones at the beginning of our routes faster and vice versa for the competition depending on the snowfall. We offer GPS Tractor Alerts, email snow alerts and progress email alerts and many other benefits no other company offers. We're proud of that and are still looking to impprove. Many thanks Ken Dale President Metro Snow and Ice Management

I'm sorry you had issues the first few storms. As a new client of course we want to impress you with better service them your previous provider. You stated you had years of 'unsatisfactory experiences' with a previous provider and maybe 'your special requirements' are outside the scope of what's normally provided by snow companies. Regardless, I need your address in order to try to sort out the various issues you've expressed. When I receive that, I will address the issues with both the Area Manager and the actual driver involved. Hope we can improve over the next storm but please include your address so I can address this with the proper people. Ken Dale

I'm sorry you had some issues Gordon. I will look in to the situation.immediately. If you signed up late during a storm you may not have marker stakes up. If you email the office attention myself I will call you to remedy this or refund your funds. Many thanks Ken President

Many thanks for you kind endorsement. Ken Dale President.

Thanks Linda for your support and kind words. Ken