ComplaintsforOn-Time Snow Removal

• Initial Complaint

  27/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Failure to adhere to snow removal contract terms. We have a shared back lane that covers 6 households. We engaged On-Time Snow Removal in 22-23 to clear our back lane. The service standards (removal between 7 pm and 7 am each time there is a snowfall accumulation above 5 cm) have consistently been missed. We were only able to get the provider to come out after a recent snowfall after a full week of calls. The provider is rude and does not hold his business accountable for meeting its standards.

  Business response

  27/01/2023

  2 out of 3 of my drivers are sick with covid including myself - this person is unreasonable and the contract will not be renewed next year. 

  Customer response

  30/01/2023

  * ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18938439, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******* *******
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I signed a contract for snow removal services with a local business called On-Time Snow Removal on November 13, 2022. I e-transferred $251.54 to the business in November. The owner has removed snow only once (my driveway), while the agreement also included cleaning of the front walkway. He has and admitted that his system of alerting me when he was on his way was not working and all of a sudden said that he does not remove snow around my car without it being moved. He was not meeting the terms and service standards of the contract. As such, I asked him to take the amount of money for the one time snow removal, reimburse me the remaining amount and consider the contract null and void. The owner has refused to reimburse me and has been beligerent and has threatened to place a lien on my home. I am a senior and want to be careful about injuries. As such, I have been paying another snow cleaning service.

  Business response

  03/01/2023

  **** **** ** ******* I have like 20 contracts on her street (huge parking lots and small driveways) and they're all satisfied and happy with the service. The lady also signed up last year and was happy with the service enough to sign up again this year despite her constant complaints last year I took her on and even gave her a seniors discount. She is a scammer and has been shovelling her driveway before we show up as well as every contractor on the street. She is not entitled to her refund until she sees her day in court. Her non stop harassing messages have been a huge toll on the mental health of me and my staff and she has been directed to serve the legal papers toy lawyers office directly at Brass Law. 

   

  Tha k you for your understanding. 

  Customer response

  03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: The company has not met the terms of the contract. The contractor has cleaned my driveway once since the beginning of winter and significant snow days. He has written to me via text making excuses for his service not being on time due to his GPS problems and then blames me for cleaning snow as much as possible when he does not show up. In addition, he falsely claims that his staff does not clean around car parked in their driveways, yet the contract does not say that. Indeed, I have been fortunate, because a kind stranger with a snow plow saw me struggling twice to clean snow so that I could drive my car and kindly cleaned the snow and he would not accept any payment.

  I requested that the owner of OnTime Snow Removal: keep the amount for the one time that he showed up unexpectedly (I am being fair); reimburse me for the portion of the payment that I already made; declare the contract null and void; and, remove his sign from my garden. The owner initially agreed. Then not only changed his mind, but threatened to place a lien on my home. I have attached a few text exchanges to help with your analysis.

  I do not want to use hearsay. Fundamentally, OnTime Snow Removal has not met the terms nor service standards of the contract as written. 
  
  Sincerely,
  
  **** ******

  Business response

  03/01/2023

  The lady paid for the same service she received last year, we don't shovel around cars and never did due to insurance purposes. Out of 100 clients I don't have one person that fails to understand that if they don't move their car their parking spot cannot be cleared. I have told her we don't shovel around cars. She can see her day in court and they will decide whether or not she has any grounds for a refund. Until she goes through the proper legal channels for a law suit, there can be no resolution.

  Customer response

  04/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: There is nothing in the contract that specifies that this company does not shovel around cars! And, the company did shovel around my car last year. I will try to be as clear as possible: 1) The contract outlines terms and standards which do not include exemption from shoveling snow around a car parked in a small driveway; 2) The contractor decided to tell me that he does not shovel around cars under these circumstances AFTER I signed the contract; 3) The contract shows that the terms and services include clearing snow accumulated on the front entrance of my home, which has never been done; 4) The contractor has cleared snow once on my driveway and just BY CHANCE my car was parked on the street (I was not alerted that he was on his way); 5) On one occasion, suddenly I see a man on our deck, cleaning the snow. This was NOT part of the agreement nor in the contract! 6) The contractor has proceeded to blame me for cleaning, accepting kind help from others, hiring another company to clean my driveway and front entrance, while at the same time admitting that he has had problems with whatever system he is using to signal to clients when he or his staff is on their way; 6) I find all this quite self-evident; 7) Last year, Mr. ******* showed up at my home offering his service and I am a big supporter of small businesses. The service was not what I expected. However, I wanted to give him another chance since he expressed having challenges; 8) I am once again proposing that Mr. ******* accept my fair offer for his determined payment for the ONE time that he cleared my driveway, reimburse me for the remaining amount and cease and desist this highly unproductive process. 

  I have included a picture of my driveway if helpful to provide context. 
  
  Sincerely,
  
  **** ******

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