It's Lawn & Snow Removal (A Division of It's Done Group)

Complaint[redacted]Contract was for snow removal from Nov 1, 2014 to March 31, 2015.We had 4 significant snow falls in Novemeber that should have had been done by It's Done. They did not show up for 3 of them and only decided to show up for the 4th snow fall. I emailed the company 3 times and phoned and left a message 2 times wanting an explaination as to why they did not show up. I paid the invoice at that point the total amount less the month of November that they never showed up (as per the contract they are supposed to)I wrote that on my statement with my contact number. Still no call back.Last weekend (Feb 14th) we had a significant snow fall that they should have showed up to clean. They did not show up! After 48 hrs and several calls and emails they finally showed up.Again Feb 19th and 20th we had more snow and again they did not show up even after 24 hrs!!I emailed again!!I received a call from [redacted] at It's Done at 12:16pm indicating that [redacted] I wasn't his only customer [redacted] c[redacted]I told [redacted] that I wanted a refund by Wednesday Feb 25th, 2015. [redacted]Desired SettlementRefund on the work that was never done!!Business Response I am sorry our service had not worked out for you. But in our defense, wetell all of our customers that we will clear the snow from the drivewaythe day following the last snowflake; in other words if it stops snowingtonight - we will be there tomorrow. On this particular snow fall, it didnot stop snowing until 10:30am. This means all crews are dispatched at10:30am. But naturally, everyone will be serviced 3 hours later than theirnormal time. This was very much not okay with [redacted].The email he sent opened with "Where the H[redacted] are you?!" (sent 5:30pmFebruary 15). It then proceeded to say you might as well come take yoursigns down as he was not impressed. This was following an email he hadsent at 11:48AM asking where we were.I immediately called [redacted] after his last email, and told him "we serviceover 600 customers after every snowfall, and you are the only one who iscomplaining". During this call he was very angry, and was not exactly'polite'. This is when I informed him that we he would have to findsomeone else to service his property, and we were no longer interested inhe business. Once that was said, he was twice as angry and demanded arefund, and if the refund was not in his mailbox by the 18th he wouldphysically come to our office and ensure he gets it. Needless to say...therefund was issued, and we have not heard from him since.[redacted]Again, we issued the refund immediately, and have since changed the way weexplain to our customers what time they will be serviced.[redacted]