Acres Landscaping

As a snow removal company our clients did have the opportunity to purchase a salting package which would entail us applying salt to the driveway, walkway and sidewalk. Because this client chose to not purchase a salting package the days when it only snowed a few cm and not 5 there began to be a layer of compaction over the winter season. However this year we have decided to include salting on every property. However last year that package was an extra cost on top of the contract fee which this client chose not to pay for. Our contract also clearly stated that we dispatch at 5cm snowfall in one storm. (This year it is a dispatch at 3cm). We do not dispatch for 5cm accumulated snow over a week period. In regards to the "timing" Again our contract stated we have 12 hours from the end of a storm to clear all properties. Which most snow removal companies have a 24 response time. There is no set time we come to clear a property. As a client you are part of a route, you get cleared in an order set out at the beginning of the season. Reading your contract before signing it and asking questions about the service, and understanding the service completely would prevent you from having problems with other contractors in the future.

And just as a note, this client's contract was a standard residential contract which was and still is $450+Hst. Not $800 as stated.

We strive to better our service every year with new equipment, better operations management, and the best customer we can provide.

We apologize that you had a bad experience however we wish to serve you again in the future.

Regards,
Acres Landscaping

We responded to your complaints and your bbb review and the matter was closed by bbb as you refused our proposal to come back to address your concerns and change the design of the stairs to natural stone steps. We agreed to splitting the cost on new material as it was not part of the original design. Labour would have been free. But we were refused with regards to the proposal. Furthermore the joint cuts are called spacers. they create flow and sand joints that help the flow of curves and there is no danger or safety issues.
We are sorry you`ve been unhappy and still strive to address these issues if you are willing to come to a reasonable agreement.

Warmest Regards
Heather
Acres Landscaping

Because of so little information and how unclear the details are i find it hard to believe we would ever create damage let alone more work for a home owner. Would love more information.

We are sorry you had a bad experience with us. It often takes some time to work out kinks in a route with so many crews, however with 800 plus clients we rely on abit of patience from the client when they are new. Drifting is a huge factor depending on the location we have sites in Whitby that the snow can drift up to 5 ft three days after clearing . We rely on emails from clients advising us of a problem. When we recieve a voicemail saying you are cancelling and dont want to continue the service, indeed we will stop all service for legal reasons. Furthuremore, yes our office isn`t a walk in office or showroom as we have no need for it. We take care of the ups plaza parking lot and park some of our equipment and because we are a family business we believe in protecting our 4 children and family from any unwanted danger or drama as it does happen with the volume we take on. Yes we have a mailbox at our listed location for convenience. And we store some of our equipment behind said location. However our shop is located in North Oshawa in the country for safety so our Million dollars of equipment does not disapear as hit has in the past.Again should you have a problem or emergency emails go right to our dispatch. When we receive a voicemail stating cancellation we stop all service.
We wish you all the best in the future and urge you to kindly read the terms of service in you contractual agreement..
Warmest Regards
Nate
Acres Landscaping

Upon Completion of the project everyone was happy as we were paid in full. 2 months later i received an email with some concern to the depth of the steps. We advised that 12`` is standard for rounded steps however if they wish to change the design we could. 3 months later we received a message stating that the steps had literally moved out 4 inches from their place. this does not happen unless someone has pulled them apart. The motive to do so would be to have us return and re do the steps. As i stated they were pulled apart i believe they were. We have no problems fixing a problem or addressing an issue. Upon receiving a letter from a lawyer for us to pay another company to redo the work we declined approving paying said contractor to redo steps. Again the timeline in which is stated is not accurate. This is months after initial work was completed and not accurate in this review. While we have a warranty in place anything tampered with is not acceptable. However we never have a problem with changing design or addressing issues. But when there is any dishonesty about the motive or timeline with an issue we will definitely stand firm in our defense. A Simple email with wanting a change would have costed the client maybe $200 when the price was already discounted to fit into the clients budget is more than reasonable. Honesty is a must.
All the best in the future and we apologize for the negative experience.
Acres Landscaping