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 15 Feb 2017

    They should be ashamed ...

    Service started off badly and then became increasingly worse. They do not show up until many hours after a snowfall (and sometimes not at all). When they do come, they take one quick pass of the driveway, so the driveway has been shrinking and I can barely open the car doors. This is especially difficult when trying to load the car with babies in car seats. The company manager should know that if you can't perform a contract, you should just not take on so many customers. Also, if the gentleman responding on behalf of Metro redirected the effort he puts into rudely telling off his customers into actually running his company, he might have some satisfied customers!

    Answer from pro:

    I don't believe most of my responses are 'rude'. They are simply the 'facts' . Even though this may not be what a customer really wants to hear, No where is it written in contracts that we (or myself for that matter) are required to take personal insults, unwarranted or unfactual biased criticism on the chin. Put simply, in my mantra, yes, the customer is always first, but, we don't tolerate unfair, rude or personal shots. The truth is, I respond in a blunt, factual upfront manner instead of 'tickling the ears' of customers simply for keeping every person that is a bit unreasonable as a client. Its a two way street here. We don't keep rude or agressive or unrealistic clients...that is our right as a privately run business. I make no apologies and have thousands of very happy, respectful clients I've gained over 25 years in this business.' Sorry if that doesn't bode well for you...or me. Ken Dale

    Reply created 25 Feb 2017
  • Review from HomeOwner
    Rating: 2 out of 5
    Review left on 15 Feb 2017

    Was good... but failed this last storm.

    I hired this company and haven't had an issue until Sundays' storm. City plow went by Monday at 6:30am... I had to be leaving for work at 7:30am and ended up shoveling the thick city crap myself. I saw the plow come onto my street as I pulled away. SO in their fairness, they came after the city... and I can appreciate they have alot of customers will all that dump. They cleared the part of the driveway behind our second car. As with all the other snow falls, I expected them to return in the afternoon to clear the rest of the driveway. I came home and it wasn't cleared... and they never returned. I have not been able to reach the company and I have left many messages. I want to give them the benefit of the doubt that it was a huge amount of snow.... but why didn't you come back later that day?? I ended up having to shovel 2/3 of my driveway to put my cars back in. I hope this isn't foreshadowing my evening tonight.

    Answer from pro:

    Thanks for this and we will try to improve based on what you have mentioned here.'ken Dale

    Reply created 25 Feb 2017
  • Review from Customer of Metro Snow & Ice Management
    Rating: 0 out of 5
    Review left on 15 Feb 2017

    Poor service

    Disgusting service Spend lots of time sending emails promising service That never happens Since the merger in Dec our service has been minimal At best when they show up 24 hours or more after the storm we have had to shovel the driveway ourselves to get out for appointments.Today email says out early thus mornings nag to clean it's now 12 noon not a sign of a metro tractor. We have the snowplough and sidewalk plough to deal with at the end of our driveway and we are not young people so this is difficult We will never hire this company again

    Answer from pro:

    This is unfortunately sidewalk Plows are the bane of every company. We are one of the last companies that will service houses on 'bus routes' for this very reason. Ken Dale

    Reply created 25 Feb 2017
  • Review from Customer of Metro Snow & Ice Management
    Rating: 0 out of 5
    Review left on 14 Feb 2017

    Snow removal

    I see you like to brag about your GPS and email alerts, but do you understand how they should work for quality customer service? No follow up regarding the Feb. 12th Storm regarding final "car clear out" timing. So I'm left with a half plowed drive way. Called and emailed, asked to be called back (left my number with receptionist). I'm sure it's no surprise to most that there was no call back. Received your email alert about Feb.14th storm, let's see how accurate your GPS and alerts are.

    Answer from pro:

    The GPS system works. Other companies simply 'turn off the phones' , go out and their clients are basically 'flying blind' throughout the full storm with respect to 'where's my Plow guy'. These emails ,alerts and GPS emails are a free service that only we offer in the industry. If these annoy you, you simply request that we 'deactivate ' you from the notifications. Thanks' ken Dale

    Reply created 25 Feb 2017
  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 14 Feb 2017

    Snow Ploughing

    They do not come back to clean up the dump the City leaves at the foot of the driveway, even when they are specifically asked to. This is one of the main reasons I hired a ploughing company for my mother. After the snow fall late last week, they ploughed, but did not come back when the City left a dump. At least that time there wasn't too much, but it was still rough to walk or drive over. I asked them to come back a second time in the future for a post City-ploughing plough, as Appleseed used to do. I got a "sorry for your frustration" response indicating the matter had been passed on to the area manager. However, yesterday, after the huge snowfall, once again the did not come back a second time. This time the City left a huge thick pile that my mother would have had a very hard time climbing over. I left a voicemail asking them to come by. No response. By the end of the day, I sent an e-mail, asking them to tell me whether they are coming or not, so that I knew whether I had to go shovel it myself. No response. I finally went and shovelled most of it away, which was hard work, and sent them another message expressing my disappointment. Again, no response. In fact, they still have not come back to finish my shovelling work with a proper ploughing job. If I had waited for them my mother would now have been barricaded for about 30 hours (and counting) behind a wall of snow (despite the fact that she has a ploughing company!) Very disappointing!

    Answer from pro:

    I will delve into this and investigate it for you as you've actually left a name for me to follow up with.'many thanks Andrey Ken Dale

    Reply created 25 Feb 2017
  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 14 Feb 2017

    too many clients this year - just don't care attitude

    I got the drive way and walkway pkg. Drive way pkg was advertised as they will notify before they arrive. They say one thing and do another. If you call to find out, no one will answer. Leave a msg, no one replies!!!! Don't fall for walkway pkg. After a snowfall, I waited a day and did it myself a few times! This is a service industry. These people don't know what that means.

    Answer from pro:

    Nathan we state very clearly 'walkways are for Seniors and 'at need' people only. We are one of the only companies that even take on walkway shovelling anymore. You were told clearly in the emails and contract 'walkways will be done within 24 hours after the end of the snow'. It's pretty clear. This past massive storm was backbreaking on the 'hard to find' shovelers we had out shovelling giant piles of snow for you and the many 'seniors'. I make NO apologies for them being 'late' as you claim. When we are undertaking 'walkway shovelling' we take on a chore that either people 'can't ' or 'don't want to do'. It's hard to find people to shovel snow for 34 hours regardless of how much we pay them. You did yours because you were 'impatient'. Big storm,longer wait. These are hardworking people, not machines. Be reasonable. Unfair review. In my opinion.

    Reply created 14 Feb 2017
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 14 Feb 2017

    Metro snow removal

    Hired metro for my elderly parents, worst decision ever. They have been once since December, I have left many messages to no avail. No service after Feb 12 storm. Did not show up in neighborhood until 10am. Did not do my parents lane way. They do not return calls.

    Answer from pro:

    Actually Erica I've checked records for your parents specific address on GPS and we've been there 15 times now since December 4th. You are getting call from your folks claiming 'they sent here yet'! thereby 'assuming' we don't show up. We do, every event. I see you're from 'Missisauga? How about we rely on our records versus your parents early calls to you every storm? Ken

    Reply created 14 Feb 2017
  • Review from Customer of Metro Snow & Ice Management
    Rating: 0 out of 5
    Review left on 13 Feb 2017

    Snow removal.. in theory...

    Absolutely embarassing company. Every item on thier "checklist" are fake/untrue Show up when they feel like it, never notify so veichles can be moved. Never return calls/emails Only shows up 10-24+ hours after snowfall Can only leave voicemails - never a live agent (unless you want to pay) Leaves 2-4" of packed snow on the driveway when/if they come. After seeing the owners belligerent, rude and childish replies to negative reviews... I figure best to post this to anonymous as he obviously cannot be trusted professionally or socially. Only does the bottom 1/6 of the driveway (never notify when they are coming, so can't make sure cars are moved) Absolutely terrible service - would not recommend.

    Answer from pro:

    Ar least in upfront. Dishonest? Why would I still be around after 25 years if going my customers of mine? Sour grapes. Can't be trusted Socially? What the heck does that mean. ( and why make it personal?) rate the service not the owner.

    Reply created 14 Feb 2017
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 13 Feb 2017

    snow clearing

    Left me stranded twice. Can't clear my laneway for health reasons - they won't fix the ice buildup they left. I'm stranded again today. Absolutely no follow up or communication
  • Review from Customer of Metro Snow & Ice Management
    Rating: 0 out of 5
    Review left on 13 Feb 2017

    Embarrassing Service

    They show up in the afternoon after a night fall. I had to shovel the driveway by hand twice to get my car out for work. Truly a pathetic effort by a horribly run "organization". All my neighbors are experiencing the same issues. Would be suprised if anyone hired them again next season.
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