T M D Service Group

Initial Business Response /* (1000, 17, 2015/10/15) */
The winter of 2014-2015 ranks in the top 5 Chicago area winters for snow production. We had more than 35 snow removal clients and contracts, including individuals, churches and condo associations. While we have always taken pride in the...

outstanding service we provide, this past winter caused us to fall below those standards and expectations. Most of our clients received their usual outstanding service; however, some received less than perfect service and yet others received horrible service. Four of our clients filed complaints with the Revdex.com - the first ever complaints filed against us.
All our vehicles, equipment and workers - including backup workers were prepared for a demanding winter. However, we were unable to control an accident causing me serious injury and subsequent health issues. Nor were we able to control the illness my "second" contracted and lack of reliability my "back up" demonstrated. For me, it felt like a "perfect storm," if it could go wrong, seems it did*, and my response was negatively impacted by my injuries. In addition, during and immediately following heavy snowfall, it was impossible to answer all incoming calls, even after I established a dedicated line just for those calls and messages. Too many people needed to have an uninterrupted day, no matter the weather, and I was unable to accommodate all of them.
The heavy snowfall caused an enormous change in the time required for snow removal and that only worsened with winter accumulations. For example, it could take as much as 90 minutes to clear areas that ordinarily required 10-15 minutes. Ordinarily of less than 4-5 in of snow is predicted, we don't start plowing until the snow stops. In minor snows, we begin after 5 a.m. to minimize noise from plowing and snow blowers. In severe storms, we plow all night. We may clear a basic path from the garage and a path from the house to the garage, then come back later, re-do it and finish the detailing. For those who have specific time constraints we make every effort to at least clear a path and get them out.
During the last storm of the season, I got CO poisoning and had to go to the hospital.
With only a few exceptions we were able to accommodate our clients. Of course, we wish to apologize to, and make right our relationship with, those who were "the exceptions."
While I have not gone into great detail, it is important to know that I began the season fully prepared for the winter season - more vehicles and equipment than I needed to service my clients, so there was equipment backup, as well as human backup. Unfortunately, my accident and subsequent health issues, along with the illness of my "second," gravely impacted my abilities. In all my working years I've not had such a "perfect storm," and I don't expect to have one again. After more than 60 medical visits I am healing from my injuries and getting back to my usually strong, healthy self, so I expect to function as I have historically, providing outstanding service to customers.
I am not in a position to refund fees paid last winter; however, I will provide snow removal service at no charge this winter to those who have filed complaints. The service I will provide at no charge will be the equivalent to the service contracted last winter. My standard plow rules will apply to this offer.
While a few clients were dissatisfied with my service last winter, it is important to add that I am already receiving requests for service for Winter XXXX-XXXX from previous clients as well as those who received recommendations for my work from previous clients.
Notes:
*Perfect Storm: refers not only to snow and weather, but is the combination of the weather, CO poison, illness of my "second" and failings of backup employees. Prior to first snow I had problems with what
seemed to be a sinus infection. After seven visits to Northwestern Clinic and numerous different antibiotics, it was determined I had a severe irritation to upper airway caused by environmental issues. Massive steroids and the installation of a home ventilation system addressed the issue.
The last storm was not supposed to happen; I did not know until the afternoon that I would need to plow residential accounts, by then the CO had taken over, but I didn't know it. I thought I was just tired. I would sleep a couple of hours, drive a half hour, sleep a couple of hours, etc. over and over, till I slept several hours, felt horrible, went to hospital. Snow was melting by the time I left the hospital.
Initial Consumer Rebuttal /* (3000, 19, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
TMD's response is unacceptable to me. The fact of the matter is that we had a written contract for unlimited snow removal service last winter for which I prepaid and TMD did not provide. I needed the service LAST year when my husband and I were recovering from surgeries and were unable to do the work ourselves. We had to find other costly arrangements, lost wages and missed some medical appointments due to TMD not performing the contracted services. I do not need his 'free' service this year (plus I have no reason to trust that I could rely on it) and will only accept refund of my money. As noted in my original complaint, I am willing to accept $330 of the $450 I prepaid in the form of a cashiers check since he did perform some level of service a couple times.
Final Business Response /* (4000, 21, 2015/10/19) */