J L Services

Review: J L services has failed to provide service to this location after 2 previous calls for service. After Wed's blizzard, I find aprx. 3' of snow has been plowed up against my garage door . I have taken digital pictures from inside looking at the door. I highly suspect the owner is upset that I called for service after town plows came through and he argued it wasn't the 3" minimum. I assured him there was that much at the end of the driveway causing ill feelings on his part. Due to both cardiac and copd issues, I am unable to remove this amount of snow myself and feel I should not be punished in this manner for requesting service.Desired Settlement: if the owner refuses to make good on his contract, at lest have the courage to call and notify so I can make other arrangements.

Business

Response:

We are sorry to find a complaint after providing excellent service to this customer beginning all the way back on November 26th, 2013. Unfortunately (for all of us), Upstate New York has had three major storms this year. We have had record cold temperatures and unprecedented snowfalls. We have had THREE "states of emergency". Everyone (including myself and our snowplow drivers) are ready for the snow to be gone.

Regarding the State of Emergency and DOCUMENTED BLIZZARD that occured on Wednesday March 12th, we received over two feet of snow and had wind gusts over 45mph. Many (if not most) people had snow drifts, had snow around their vehicles, had snow against their houses, and certainly had snow against their garages. We did our best to remove as much snow as possible and to make return trips to "clean-up" after cars could be moved and/or street plows had come through. We agree that we are not able to make contact with vehicles, with houses, or with garage doors. Because of this, ALL customers have a responsibility to remove snow that rests against any one of these structures. We have NEVER intentionally placed, pushed, or moved snow in order to be disrespectful to any customer. We plowed the customer's driveway on Wednesday (03/12/14). I believe that the customer is confused about the date of the snowfall in question. We also sent a truck back to the property on the following day (Thursday 03/13/14) to remove drifted snow and snow at the apron (where the town plows had placed snow). I believe that the customer is referring to Friday 03/14/14 when our driver informed him that there had "not been another 3" of snowfall" and that "we could not return to the property again" for the third time. Thankfully, we had temperatures that got to over 50 degrees on Friday (03/14/14) and almost all of the snow that had fallen two days ago melted away. This is another reason why we did not pay a driver to return (for a third time) to plow the end of the driveway. This should have also resolved the issue of street plow snow once again in the apron. It has been an awful year of cold and snow. We are all ready for it to end. We are sorry for the misunderstanding that occurred but hope that the customer acknowledges the good service and the 22+ trips of snowplow service that we have provided beginning on Thanksgiving eve of 2013. We appreciate the business and hope that we can retain this customer for the 2014/2015 season.

Sincerely,

JL Services

Review: JL SERVICES WAS PAID $189.00 FOR A SNOWPLOW CONTRACT FROM 11/26/13-04/01/14. THE CONTRACT CLEARLY STATES THAT THEY MUST COME EVERY THREE INCHES OF SNOW OR TWO TIMES IN 24 HOURS. WE HAVE HAD 3 SNOW STORMS AND THEY HAVE PLOWED A TOTAL OF 4 TIMES SINCE NOVEMBER. THE DRIVEWAY WAS NEVER PLOWED PROPERLY AND THE OWNER ALWAYS HAD AN EXCUSE FOR THE POOR SERVICE. I REQUSTED A DISCOUNTED REFUND AND HE REFUSED, CLAIMING HE HAD WRITTEN PROOF HE WAS AT MY HOUSE 15 TIMES SINCE NOVEMBER. IRONICALLY THE TIMES HE GAVE ME FOR ALLEGEDLEY PLOWING 15 TIMES WERE EXACTLY ON THE HOUR. WHEN I EXPLAINED TO HIM THAT WE HAVE A VIDEO SECURITY SYSTEM AND IT SHOWS HIS TRUCKS ONLY BEING ON THE PROPERTY 4 TIMES HE STATED "WHAT DO YOU EXPECT WHEN YOU HAVE 300 CONTRACTS, THE SNOW WILL MELT." WE HAVE RECEIVED OVER 84 INCHES OF SNOW IN 2 MONTHS AND HE CLAIMS TO BE A MEMBER OF THE Revdex.com. I'M SORRY JL SERVICES, VIDEO EVIDENCE IS UNDISPUTABLE, AND AFTER REFERING YOU AN ADDITIONAL 3 CUSTOMERS BEFORE THE ACTUAL SNOW STARTED FALLING, I EXPECT A PARTIAL REFUND. ON A SIDE NOTE WHEN THE OWNERS FATHER CAME TO PLOW MY DRIVEWAY FOR THE 4TH TIME, HE STATED DONT WORRY, THIS ONE IS ON THE HOUSE AND JAY WILL GIVE YOU A REFUND, HES REAL GOOD ABOUT THAT.Desired Settlement: A REFUND OF 149.00

Business

Response:

January 4, 2014

In response to complaint #[redacted]:

We received a phone call from Mr. [redacted] on the evening of

11/26/13 while preparing our trucks, our routes, and our drivers for the

forecasted snowstorm of that evening.

Not only did we answer the phones during evening hours, but we also

agreed to service his driveway (as a new customer) and assured the customer that

his driveway would be serviced during the storm (overnight) of the same

evening. During this phone call, we

discussed the basic terms of the contract which are that: 1) drivers are dispatched after 3 inches of

snowfall to begin plowing, and 2 )drivers

will be dispatched up to twice per day when necessary. We agreed on a price for the seasonal

contract and offered to deliver the contract to the customer on the following

day (which we did). Mr. [redacted] agreed to

the contract and even referred 3 other addresses/customers to us on the

following day. We appreciated the

referral and have had no issues/calls/concerns from the other 3 addresses. We plowed Mr. [redacted]’s driveway for the first

time on the evening of 11/26/13.

We received a phone call the following morning (11/27/13)

requesting that a larger portion of the driveway be plowed. We acknowledged that we were unable to see

the clean/clear driveway prior to the snow covering the area due to the fact

that the customer called for services on the night of a snowstorm. We immediately dispatched a driver to “touch

up” (plow) the driveway. This was on

Thanksgiving Day.

We continued to plow the property during future

snowfalls. In December 2013 we received

a phone call from Mrs. [redacted] requesting that stakes be placed on the property to

mark the boundaries of the driveway. We

informed Mrs. [redacted] that we do not offer staking and requested that the property

owners stake the driveway. Mrs. [redacted]

again requested that we stake the property during this conversation. We agreed and dispatched a driver to purchase

stakes and then sent him immediately to stake the driveway at no charge to the

customer. We continued to plow Mr.

[redacted]’s driveway during snow events.

We received a phone call and voice message on 01/02/14 from

Mr. [redacted] during a 2 day storm “event” (snow storm with snowfalls totaling over

2 feet and a documented “State of Emergency”) after plowing his driveway twice

and plowing for almost 30 hours with only a two hour break to sleep. During the conversation that followed, Mr.

[redacted] was agitated and rude. He demanded

service “every three inches” and claimed that “his neighbors had been plowed a

total of four times” during the last 24 hours during the State of

Emergency. He demanded a refund based

on the number of times that he had been serviced to date. We advised Mr. [redacted] that he had been serviced

“approximately 10 times” and that we would call him the following morning after

completing our snowplow route for the third time within the last two days to

discuss a possible partial refund. We

told Mr. [redacted] that he was being serviced well above the boundaries of the

contracts considering that we were plowing 3 times during a 30 hour period and

continuing to plow during a State of Emergency.

We also shared with him that we had “one truck that ended up being taken

to a repair shop on a flatbed truck, one truck that had to be pulled out of a

ditch and one driver that had been in an accident involving someone being sent

to the hospital” during this snowstorm.

Despite all of the unforeseen events,

we were very proud to still be providing excellent service.

Mr. [redacted] continued to

be rude and irrational. Mr. [redacted]

responded by stating: “you are no longer allowed on my property and will be

arrested for trespassing if you step foot on my property”. We informed our driver that he was ”no longer to plow the address” as per Mr. [redacted]’s request.

Mr. [redacted] ’s driveway was serviced 10 times between the dates

of 11/27/13 and 01/03/14 (as stated to the customer during the phone

conversation on 01/02/14) not 15 times (as stated per the customer in his

written complaint).

The dates of service are as follows:

11/27/13 overnight of Thanksgiving Day

--------------11/27/13 ------no charge extra “clean-up” on Thanksgiving Day per

customer request/entire route of customers not serviced on this date-----

12/12/13 overnight

12/13/13 daytime/afternoon

12/15/13 overnight

12/16/13---unsure of timing

12/17/13 daytime/afternoon

12/25/13 overnight of Christmas Eve

01/02/14 overnight

01/02/14 daytime/afternoon-evening

------NOT SERVICED ON 01/03/14 FOR THIRD TRIP DURING STATE

OF EMERGENCY STORM EVENT PER CUSTOMER REQUEST

We are happy to terminate our business relationship with Mr.

[redacted]. He is not rational or

reasonable. This is evident by the fact

that he filed a complaint with your office immediately following a phone

conversation with us in which we offered to contact him back the following

business day to resolve the issue. We

will continue to service our other customers and wish him good luck in contracting

with another company.

Sincerely,

[redacted] Low owner of JL Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.