There may be cases when what is mapped in the app is
different than what you find at the
property.
Mapping will not always be perfect. If it
is only slightly different please use common sense and
service to satisfy customer expectation. If it is
significantly different please let the Provider Team
know so we can re-map the service area.
With newer addresses in developing areas of the city,
sometimes directions are not available through our
app.
Please try using Google Maps directly to find
the address. In the event that Google does not provide
the correct address, you can reach out to the Provider
Team for assistance.
Surcharges may apply if the condition of the property is
beyond the regular service scope.
Any amount of
snow accumulation is included in the standard service
scope. Significant amounts of packed snow and/or ice are
eligible for a surcharge.
All Snow Removal
surcharges are billed to the customer at an hourly rate
of $60.
Surcharges are only possible on visits
scheduled on the order start date.
Visits must be
flagged with necessary explanation, pictures, and man
hours to be eligible for a surcharge.
Example
“Packed snow surcharge. Additional 30 mins
spent to chip and remove” (with detailed pictures
showing amount/thickness and the removed chunks).
No, the customer is informed the day before of the
upcoming visit.
When you arrive on the property,
you will not need to inform the customer before
beginning service. However, some customers may request a
phone call before arriving at the property. If so, the
details will be in the visit comments section.