How do I report a service issue or file a complaint?

Quick answer: Call 647-967-7569 (fastest during active events), email contact@monsterplow.ca, or submit through the client portal at monsterportal.ca. We aim to acknowledge reports within 24 hours and resolve them within 48; urgent issues during active storms are escalated immediately.

• Phone: 647-967-7569 — fastest during active storms, dispatch staffed 24/7.

• Email: contact@monsterplow.ca with your account name and details.

• Client portal: submit a service request at monsterportal.ca.

1. Your report is logged and assigned to the operations team.

2. We investigate using GPS data, service logs, and dashcam footage (90-day retention).

3. We respond with our findings and proposed resolution.

4. We follow up to confirm the issue is resolved to your satisfaction.

• Acknowledgement: within 24 hours for non-urgent issues.

• Resolution: typically within 48 hours.

• Urgent issues during storms: escalated immediately — typically on-site within hours.

Every report is logged to the account file. Patterns feed into crew coaching, route adjustments, and process improvements. Your feedback makes service better for everyone.