Metro Snow & 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