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Hartco

7678 Inverness Ct., South Saint Paul, Minnesota, United States, 55076

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Hartco Reviews (%countItem)

This is a well-earned negative one-star review.
My family has resided in Rochester since 1980. For the first time this 2017-2018 season we contracted to have our snow cleared and chose Hartco, LLC.
We paid in full for the entire snow season.
Once it began snowing the Hartco, LLC Team was slow to arrive and once they did the jobs done were poor. How poor? It required that we manually shoveled to open the drive to even get our two cars in our garage. The opening of our driveway was narrowed as the snow was not cleared adequately.
Our property was for the first time in 33 years also damaged from clearing snow including the sidewalks, lawn and new owner-installed snow stakes placed to provide some guidance of the driveway & walkway borders for the snow plowing equipment & pickup trucks.
Communication was poor and nearly nonexistent.
Phone calls were never returned and email replies were always delayed if Hartco even chose to send a reply. One particular recent reply devalued us personally as customers and challenged our own integrity.
There was no effort to survey damage done or pay for the consequences of the poor workmanship. This was the case even though Hartco, LLC knew the issues and has been in our neighborhood doing some snow clearing elsewhere.
A very, very limited refund was promised 6 weeks ago but has not yet arrived.
Bottom line: Snow clearing workmanship and customer service were poor. A Revdex.com complaint was NOT filed as we wish to promptly move on from any future dealing with Hartco, LLC given the damage done and the fact our concerns were devalued and summarily dismissed by the owner.

Hartco Response • Apr 12, 2018

Tom *** was a customer of mine. Part of the reason he was so upset with me was he believed that our contract for snow removal was more comprehensive than what was stated in the contract. The contract stated that he would be cleared when the snow event was fully completed and within 48 from the end of the snow event. This timeline was given as he informed us that he would be out of down at his vacation home for the majority of the winter season when we signed the contract. We also gave a deep discount for having the flexibility to clear the location according to these parameters. He later informed us that he would be home for more than half of the winter season and expected the snow to be cleared promptly for ease of access. He was informed that this would not be the case.
We told him that we would attempt to get there as soon as possible after a snow event, but we could not guarantee the timing. He was deeply displeased to say the least. He then cancelled the contract (even though there were no breaches on our behalf) and requested a refund of his prepayment. I then informed him that I would refund his money less the amount that would be charged at the normal rate that we charge for driveways of his size of $30 per lot and $40 for a heavy snow, which is quite in line with local prices. I informed him of what his amount would be refunded and he was irate saying that I was overcharging him for the services.
He hired a new firm to perform snow removal services in early February. He told me that our company created damage to his property that he noticed after the snow started to melt, however I cannot confirm that we caused the damage as the other firm has performed service 8+ times at his location and it cannot be proven whether we did the damage or if it was caused by the other company.
After speaking with his neighbors, whom we provide service for as well, they informed me that Tom is a very hard to please. I appreciated the information and told them that we had an understanding in the contract and he should not expect service that in not outlined in the original contract.
I am sorry that he is unhappy with the service that we provided, but it is out of my control as the focus of my company is commercial snow removal and we told him that residential properties were a lower priority and we would service his location only with the parameters defined in the contract. If he wanted immediate service, he should have either had expressed his concerns at the beginning of the season so we could have passed on the contract or should have dealt with the original details of the contract until the end of the season.

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Address: 7678 Inverness Ct., South Saint Paul, Minnesota, United States, 55076

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