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: 1 out of 5
    Review left on 25 Feb 2017

    Surcharge

    The language in the Contract as to the election that Appleseed has to put to its clients is clear: Appleseed employs weather data from Environment Canada as recorded at the Ottawa International Airport. After seasonal snowfall accumulation has reached 250 cm, a nominal fee ($10.00) will apply to each additional visit. The client will be given the option to continue or decline service for the balance of the season. Unless service is declined, Appleseed will continue regular service until April 3rd,. Service outside the dates of this contract will be available by request at a nominal charge. There is no language requiring payment in advance of $50.00 which Metro apparently wants to simplify billing and to tie in customers for the next year. Frankly billing is their problem and I would have expected them to bill for any overage at the end of the contract. Ken is breaching the contract by not offering the option that the contract requires.

    Answer from pro:

    Feel free to drop in each snowstorm with $10. Actually im not breaching anything.IF you wish to pay $10 per visit you are free to do so. Just arrive at our offices BEFORE each storm and drop off $10 and we would be thrilled to do your clearing. Its more inconvenient for you but as long as you've paid....you will be cleared. Ken

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

    Snow Removal

    Thank you for the excellent service this winter! I love receiving the updates and alerts - that is a very good improvement as it gives me an idea of when to expect the plow. I found that the plowing was done within the time frame that you gave. Very efficient. The company was also responsive when I had a specific request for my driveway and you got it done quickly. The guys who are tasked with the shoveling are always courteous and smiling when I see them, even though they look tired! If the company keeps up this level of service, I will definitely be renewing next winter.

    Answer from pro:

    Many thanks for this Ginette. Always great to hear. Ken

    Reply created 28 Feb 2017
  • Review from Customer of Metro Snow & Ice Management
    Rating: 0 out of 5
    Review left on 23 Feb 2017

    Snow removal

    Poor quality snow removal together with ineffective but ever apologetic office staff ensure not much happens during or after a snow storm. Save your money and invest in a good shovel.

    Answer from pro:

    I'm not sure what you mean by 'poor quality' snow removal here. More specifics always help...not done as fast as you would like? Not scraped down to bare pavement? Anyway, sorry that you feel our service is 'poor'. We still set, hold and try to maintain the highest standards in the Ottawa industry for service levels. At least you mention we are 'apologetic'...which means my staff "do care'. Thanks for this Ken

    Reply created 25 Feb 2017
  • Review from Customer of Metro Snow & Ice Management
    Rating: 0 out of 5
    Review left on 22 Feb 2017

    Completely disappointed

    Metro Snow and Ice started off the season as Appleseed. We had hired Appleseed for several years and were always happy with the service. In fact, they were the predominant snow removal company in our neighborhood. This year, they were taken over by Metro, and the service is atrocious! They don't show up, they show up way after the city plow has gone by, and way after other snow removal companies have cleared their clients laneways. It is impossible to reach them during a snow event - they outsourced their calls to a company in the US who didn't even know where Ottawa was - nevermind where my address was and how much snow had fallen. No one ever returned calls or emails, and the service was so unreliable that we just ended up shoveling ourselves so as to ensure we could get out for work etc. We have also spoken to many of our neighbours who were similarly displeased with Metro. None of them will be resigning a contract with Metro next year. Finally, to add insult to injury, they sent out an email today advising clients that because 250cm of snow has now fallen, they will be charging us for any subsequent snow removal visits. 250cm may have fallen, but I'd be surprised if they removed anywhere near half of that. Lots of companies out there do a much better job - Not recommended!

    Answer from pro:

    I owned both Appleseed and Metro for the past few years. The only thing that has changed was the name to Metro, and added features such as email bulletins, GPS tractor alerts and other benefits that you may not have been receiving prior to the name change and 'rebranding'. As to the 'surcharge' limit, this is clearly in the contract signed at the beginning of the season, standard industry policy and most credible, reliable snow clearing companies include and enforce this to insure continued service. Yes, during busy times we 'outsourced calls' to a larger centre where you 'left your info' and we immediately rec9eved the email of your issue to respond faster. Sorry you feel this was not up to your standards but the vast majority of our clients prefer the systems we use to react, inform and deliver the service. Ken Dale

    Reply created 25 Feb 2017
  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 22 Feb 2017

    Disappointing

    Horrible service since December. Did not even come to plow my driveway the last 2 snowfalls during the time we got 20 plus cm. Emailed and called numerous times. Got one email back saying they would be by but never showed up. Now they want to charge a surcharge for the rest of the season. How insulting. Will never use them and will be looking for someone else. My neighbors have had similar experiences

    Answer from pro:

    Sorry you feel this way Christina. We have in fact visited you each storm and GPS records bear this out. The 250 cm fee is in the contracts, very clear, and an industry standard. Ken

    Reply created 25 Feb 2017
  • Review from Customer of Metro Snow & Ice Management
    Rating: 4 out of 5
    Review left on 21 Feb 2017

    Surplus charges made it bitter...

    The company was doing good initially, responding to my emails and clearing my driveways on time. I later got hit with a surcharge or opt out for the rest of the season. For the price of $310 the service was good, wish they disclosed these hidden costs at the beginning of the contract so customers could have been more aware. Anyway, the company has room for improvement. So I would advice the owner to look over these negative reviews, manage your costs at the beginning of the contract. Charge your clients $400 if you want to and later refund the client if needed. I think with a little management skill this company will flourish nicely.

    Answer from pro:

    Thanks for this. No charges are 'hidden'. They are clearly spelled out in 'bold cap letters' on the contract signed by every customer. To suggest these are hidden is simply misleading. Thanks'ken

    Reply created 25 Feb 2017
  • Review from Customer of Metro Snow & Ice Management
    Rating: 1 out of 5
    Review left on 16 Feb 2017

    Never hire this company

    So many problems. Did not show up for driveway cleaning 4 times and walkway cleaning 3 times. Had to do it myself. Lots of excuses. Broken equipment, new driver, sick driver. Communication is next to nothing. In the 70 years I have lived this is the first negative review I have ever written. I feel that strongly about this.

    Answer from pro:

    Sorry to see this reveiw. I really believe your numbers are somewhat exaggerated here, but you don't leave a name so I can investigate for you. Ken

    Reply created 25 Feb 2017
  • Review from Cheryl Fosbery
    Rating: 4 out of 5
    Review left on 15 Feb 2017

    Snow Removal

    I've used Appleseed in the last 5 years with great happiness. This year it turned over to Metro Snow and Ice. Any snow removal company is "not" perfect! Metro Snow and Ice has been very good, as far as, I'm concerned this year. Anytime that I've emailed that I needed early morning service they came. Also any time there was a city snow plow dump they came....if not, I emailed and they responded! This has been a hard year with record snow +++++++++! And I'm a very picky individual!
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 15 Feb 2017

    Terrible service

    Absolutely terrible service, used to be okay before this year. They come many many hours late if at all. Do a terrible job, slowly missing more and more of the driveway. Speed by very recklessly and unprofessionally and finish the driveway in about 10 seconds. I would never use this service again. Please do not touch this service with a ten foot poll.
  • Review from Susan Trott
    Rating: 1 out of 5
    Review left on 15 Feb 2017

    Just witnessed the most unprofessional conduct

    The change over from Appleseed to Metro has not been good. The snow is not cleared as often, they don't do as good a job. I just witnessed the most unprofessional behviour. I heard the tractor doing our neighbours, so we went upstairs to move the cars in the drive. We moved the cars to the street beyond our driveway, but he skipped our house and went down the street to the next house instead. Then proceeded to yell and lay on his horn because our cars were in his way. When confronted by him, we said you were suppose to do ours first. So he slammed his door, and drove off without doing our house at all. WE WILL BE CANCELLING WITH THIS COMPANY THIS YEAR.

    Answer from pro:

    Drivers do not 'wait' for a client to move their car....they go do a few more down the street then return to your home when cars are removed. This stops delays on their route. Yes, they are tired working and may be 'short' the odd time but a bit of understanding and 'patience' is always required. They don't HAVE to do yours 'first' btw. They do drives in the most TIME economical fashion. This isn't about 'me first' this is about clearing a lot of snow during a big storm from a lot of driveways on their route. Sorry you had this experience with a tired driver just out long hours 'doing his job' as best as he can. While I ask they always be 'diplomats'...they are human as well. Ken

    Reply created 25 Feb 2017
Get in touch