I have been a customer of Monster Plow for five years and the prior 4 years I have been satisfied with the service. There have been inconsistencies/problems but the owner Mikhail has always addressed them and been professional. Over the prior 4 years, I’ve recommended Monster Plow to a number of people.
This season has been one of dramatic change. First snowfall, 30% of the driveway not cleared. Response was “we will do better next time”. With the second snowfall they did do better.
Third snowfall, they never showed up. The snowfall ended roughly at Monday 8 am. Concerned that they were not coming, I emailed to ask if they were going to be coming. The reply at 2pm Monday is as follows:
“As per contract snow would generally be cleared within 12 hours of it stopping or winding down, however we currently have over 8-inches of snow which eliminates all timing guarantees, as per your contract. Likely timing at the moment for Priority clients is between9 AM-1 PM, Complete clients 1 PM-6 PM, and Standard clients between 6 PM and Midnight.”
The contract is BS. Thrown in my face but not honoured.
By midnight, nothing. By 6pm Tuesday (18 hours after the contracted maximum time of cleaning) nothing. When emailed (no reply) and called I originally got an outgoing voicemail stating all properties had been cleared by midnight (not mine). On the second try Tuesday at noon I got through to someone who told me to send pictures (guess they don’t want to see the problem in person) and I was informed that no crews were available to service my property for Tuesday. When I asked if they planned to ever come back to the property, the answer was “we will get back to you”. Per contract, they give themselves 24 hours to correct “deficiencies”. 28 hours later, still no servicing of the property. They have breached the terms of their contract twice within 48 hours. So, if I’m lucky, maybe they show up this season for snow that finished falling by Monday am with it now being Wednesday evening (they did show up wednesday at MN and cleared my stairs -after an email reply from the owner).
So, things to consider with MonsterPlow:
1. they measure cleaning areas to the inch for billing but never clean the complete area they bill you for.
2. if you complain, it wont make a difference. If anything, they will make you feel worthless and not address the problem
3. “Never shovel again” and “24 service hotline” are a fallacy.
4. This was a very good company. I am disappointed in what has happened to them.
- Approximate cost of services:
- $900.00