MPC: Service Overview
A top-level look at Monster snow and ice services — what is included, service tiers, and who Monster serves.
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...
What is a qualifying snow or ice event?
Quick answer: Service dispatches automatically at approximately 1 cm of accumulated snowfall — or any freezing rain, sleet, or flash freeze event reg...
Can I update my contact information or service preferences mid-season?
Quick answer: Yes, any time. Email contact@monsterplow.ca or call 647-967-7569 to update contact info, billing preferences, site instructions, or ser...
What happens if there's damage to my property during service?
Quick answer: We take full responsibility. Report the damage immediately, we investigate using GPS data and dashcam footage (90-day retention), and w...
What are the differences between Monster's Complete vs Priority Packages?
Quick answer: Both Complete and Priority are flat-rate seasonal contracts with unlimited visits and all ice control included. Complete starts around ...
How does the renewal process work if I am an existing or former client?
Quick answer: Renewals are opt-in, not automatic. Starting in late August each year, we reach out with a personalized renewal offer (refreshed pricin...
What is the difference between the Complete and Priority service packages?
Quick answer: Both are flat-rate seasonal packages with unlimited visits and all ice control included. Complete clears by 8:59 AM after overnight sno...
What is the minimum snowfall that triggers service?
Quick answer: Ice control at approximately 1 cm accumulation — or any freezing rain / flash freeze event, regardless of snow total. Full clearing at ...
How does the quote process work for new clients?
Quick answer: Submit a request (online, phone, or email), we survey the property (usually remotely via satellite imagery), we build a personalized sc...
When and how do I pay for the service?
Quick answer: Seasonal fees are typically split into 6 equal monthly installments across the winter, with payment dates noted in your contract. Pay b...
How is your pricing structured?
Quick answer: Flat-rate seasonal pricing — one price for the full winter, unlimited visits, and all ice control included. No per-visit fees, no surpr...
How do I get a quote or sign up for service?
Quick answer: Request a quote through our website, phone 647-967-7569, or email contact@monsterplow.ca. We run a scope survey (remote via satellite o...
How do you ensure new staff meet Monster's high standards?
Quick answer: Every new hire goes through structured onboarding — classroom instruction on policies, safety, and operations, followed by supervised o...
How are service crews assigned to properties?
Quick answer: We divide the GTA into service zones, and each crew gets a consistent route within its assigned zone. That consistency means the same c...
What's your procedure for mixed precipitation events (snow + freezing rain)?
Quick answer: We plow first to remove accumulating snow, then apply deicer immediately to treat any ice layer. If freezing rain is expected after the...
What services does Monster Plowing Company offer?
Quick answer: Seasonal snow and ice maintenance — plowing, shoveling, ice control, and hauling — for commercial, institutional, industrial, and resid...
What happens if my property is missed?
Quick answer: Contact us and we send a crew back out, priority-flagged in dispatch — typically on-site within hours. Dispatch verifies against GPS an...
What happens if there's damage during service?
Quick answer: We take full responsibility. Report the damage and we'll investigate using GPS and dashcam records, then repair or replace the damaged ...
How do I know my property was serviced?
Quick answer: Email notifications go out after service, detailed visit logs are available through the client portal, and every visit is backed by GPS...
Do you offer salt-only or plow-only packages?
Quick answer: No. Our seasonal contracts are all-inclusive — plowing and ice control together. Treating them separately creates safety gaps and compl...
Do you have supervisors that check on work during events?
Quick answer: Yes. Roaming supervisors work every storm — doing spot-checks on service quality, confirming route completion, assisting crews with blo...
Do you provide snow hauling or relocation?
Quick answer: Yes. Snow hauling and on-site relocation are available as add-ons to your seasonal contract. We use loaders, skid-steers, and dump truc...
What happens if my driveway is gravel or interlock instead of asphalt?
Quick answer: We service gravel, interlock, concrete, and asphalt. Crews adjust blade height and technique to the surface — raised plows on gravel, r...
Can I refer a friend or neighbor? Do you offer referral bonuses?
Quick answer: Yes. Refer a friend or neighbour who signs a seasonal contract and you'll earn an account credit or discount on your own service. Have ...
Do you offer reporting or service logs for property managers?
Quick answer: Yes. Commercial and property-managed accounts get digital service logs and storm reports on demand, with timestamps, services performed...
What's your customer satisfaction rate?
Quick answer: 85% of clients renew their contracts year after year — meaningfully higher than industry averages and the clearest signal of customer s...
Do you provide service for public sidewalks?
Quick answer: Yes. When your property includes public sidewalks that fall under your responsibility (residential or commercial), we clear them as par...
What types of properties do you service?
Quick answer: Commercial, institutional, industrial, and residential — anywhere in the GTA that needs winter service. We run 900+ contracted sites sp...
Do you provide visual evidence of completed work?
Quick answer: Yes. Crews take timestamped before/after photos on every visit, especially for new accounts and low-visibility conditions. Photos are s...
Do you use customer satisfaction surveys?
Quick answer: Yes. We run a comprehensive customer satisfaction survey at the end of every winter season. Feedback directly informs training programs...
Do you offer snow hauling or removal (not just plowing)?
Quick answer: Yes. Snow hauling and off-site removal is available as an add-on for commercial sites and larger properties. We use loaders and dump tr...
What happens if my property changes during the season?
Quick answer: Tell us as soon as the change happens. Minor scope tweaks (added walkway, seasonal gate lock, new parking arrangement) can be absorbed ...
Do you service condominium and apartment buildings?
Quick answer: Yes. Monster Plowing Company serves condominium corporations, apartment buildings, and townhouse complexes across the GTA. We work with...
What kind of training does your team receive?
Quick answer: Every team member completes pre-season training before winter starts, covering equipment, safe driving, damage prevention, customer eti...
How do you handle disputes or misunderstandings?
Quick answer: Customer service investigates, clarifies, and resolves — typically within 24 hours. Every visit is documented with GPS, timestamps, das...
How quickly do you respond to client concerns or complaints?
Quick answer: Most calls and emails are answered within minutes during business hours, and during active storms dispatch is staffed 24/7. Service cor...
What if I only need service for part of the season?
Quick answer: Contracts are full-season by default — that's how we structure crews and fleet for the winter. Partial-season arrangements are occasion...
What safety measures does your team follow during service?
Quick answer: High-visibility PPE, beacon-lit vehicles, detailed site maps on every tablet, pre-shift equipment inspections, and crew training focuse...
Can I specify which areas of my property get cleared?
Quick answer: Yes. Every contract is built around a detailed scope-of-work diagram that you approve before signing. The diagram lists every area we c...
Can I give special instructions for my property?
Quick answer: Yes — and those instructions live in the account file and follow the crew on every visit through their onboard tablets. Areas to avoid,...
Do you offer service for municipal sidewalks?
Quick answer: Yes. In most GTA municipalities, property owners are responsible for clearing the sidewalk adjacent to their property within a bylaw-sp...
What if I have pets or special property concerns?
Quick answer: Tell us at scope time and we'll document it on the account. Pets, delicate landscaping, stone surfaces, low walls, lighting, or anythin...
Can I buy Monster products if I'm not a service client?
Quick answer: Yes. The online store at monsterplow.ca/store is open to everyone — homeowners, property managers, and contractors can all buy the same...
Can I pause my service for vacations?
Quick answer: No pause is needed. Service runs automatically all winter, and most clients prefer that it continues while they're away — your property...
What time of day do you usually perform service?
Quick answer: Service timing depends on the storm. For overnight snowfalls, Complete clears by 8:59 AM and Priority clears by 5:59 AM. For daytime ev...
Can I get before-and-after photos of service?
Quick answer: Yes — especially for commercial properties or on request. Crews capture time-stamped before and after photos through our onboard servic...
What if the city declares a major snow event?
Quick answer: We run normal operations at elevated readiness. Crews are pre-mobilized before the storm hits, routes are adjusted in real time based o...
Do you provide proof that my snow was cleared?
Quick answer: Yes. Every visit is GPS-tracked and timestamped, and our trucks have dashcam video on file. We don't automatically send media for every...
What happens if I move mid-season?
Quick answer: If you move within our service area, we'll transfer the contract to the new property at no extra cost beyond any scope adjustment. If t...
Can you clear snow off decks, patios, or rooftop areas?
Quick answer: In most cases, yes — but decks, patios, and rooftops must be explicitly requested at scope time and included in the service diagram. We...
Is there a referral or loyalty program?
Quick answer: Yes. Clients who refer friends, neighbours, or colleagues can earn account credits, and renewing clients have access to early-bird pric...
How do you handle pets on the property during snow service?
Quick answer: Please keep pets indoors or securely confined away from service areas during snow events — our crews operate heavy equipment and can't ...
Can we request more than one bin or a larger size?
Quick answer: Yes. For larger properties or multi-entrance buildings, we can deploy multiple Monster Ice Melt bins or larger-capacity bins as part of...
Is your service safe for pets and landscaping?
Quick answer: Yes. We use Monster Green Ice Melter, which is approximately 84% less corrosive than standard rock salt — gentler on pets' paws, less h...
Do you offer snow relocation or hauling services?
Quick answer: Yes. For commercial and large sites that run out of room to pile snow on-property, we offer relocation and hauling as an optional add-o...
How do you maintain consistency of service during prolonged weather events?
Quick answer: We run staggered crew shifts, pre-scheduled backup personnel, and a multi-yard structure that lets zones support each other when one ar...
Who is Monster Plowing Company?
Quick answer: Monster Plowing Company is Toronto's dedicated snow and ice specialist, founded in 2008 and voted the GTA's best snow removal service f...
What sets Monster apart from other snow removal companies in terms of reliability?
Quick answer: Since 2008, we've built Monster around a single commitment: never miss a weather event. 90+ plow trucks, 200+ trained snowfighters, and...
What happens if there's no snow during the season? Do I get a refund?
Quick answer: No. Seasonal contracts are flat-rate by design — the price is built on long-term GTA snowfall averages, not on any single winter's tota...
What happens if a crew damages your landscaping or structure?
Quick answer: If anything on your property is damaged by our crew or equipment, we take full responsibility: a formal incident report goes on file an...
How do you monitor the weather?
Quick answer: We run our own in-house 24/7 weather monitoring that pulls from multiple forecast models, real-time radar, and custom meteorological br...
Can I upgrade or downgrade my package during the season?
Quick answer: Yes, subject to crew capacity. Upgrades from Complete to Priority are typically accepted when we have availability in your zone. Downgr...
What if my driveway is gravel or not paved?
Quick answer: We service gravel, interlock, asphalt, and concrete driveways. Crews adjust blade height and technique to match the surface, so gravel ...
Do clients receive updates about service timing?
Quick answer: Yes. Before and during major storms, we send email updates covering expected crew arrival, number of visits planned, and the deicing st...
Can I request service reports or logs?
Quick answer: Yes. We document every visit to your property with timestamps, weather conditions, and crew notes, and we share the full report on requ...
Can I customize the areas I want serviced?
Quick answer: Yes. Every quote includes a scope-of-work diagram showing exactly which areas we clear — and you choose what's on it. Add or remove are...
Can I upgrade or change my package mid-season?
Quick answer: Yes. You can upgrade from Complete to Priority (or switch back) at any point during the season, subject to crew capacity in your zone. ...
Do you service laneway houses or back laneways?
Quick answer: Yes, we service laneways, rear parking pads, and laneway homes wherever our equipment can gain safe and legal access. Tight spaces may ...
Is there a dedicated account manager or representative?
Quick answer: Commercial and multi-site clients get a dedicated account manager. Residential clients work with our responsive office team, which oper...
How do you monitor crews during a storm?
Quick answer: Every truck has live GPS and multi-camera recording. Dispatchers watch the whole fleet in real time — crew positions, route timing, pro...
Are there any hidden fees or fuel surcharges?
Quick answer: No. Our winter plans are all-inclusive flat-rate seasonal — one price covers fuel, salt, labour, equipment, and unlimited qualifying ev...
Can I request a specific time for snow removal?
Quick answer: Not a specific time — but our service packages have commencement windows tied to when the weather event ends. Our crews operate on real...
Do you offer service for shared or multi-unit properties?
Quick answer: Yes. Shared driveways, townhouse complexes, condo buildings, and multi-unit residential or commercial — all supported. We coordinate wi...
What if I move or sell my property mid-season?
Quick answer: Tell us as early as possible. In most cases we can transfer your contract to the new owner of your previous property, or continue servi...
Can I pause or suspend service temporarily?
Quick answer: Not generally — our seasonal contracts are designed for continuous winter coverage. If your property will be vacant or inaccessible for...
Can I speak directly with my service crew or driver?
Quick answer: No direct contact with drivers. Instead, leave notes and instructions on your property profile — they auto-push to the crew's tablet be...
Can I receive service notifications?
Quick answer: Yes. Optional email notifications keep you updated on approaching storms, when your property is scheduled for service, and when work is...
Do you provide service to properties with special accessibility needs?
Quick answer: Yes. Tell us about accessibility requirements — wheelchair ramps, specific entryways, mobility-critical pathways — and we'll prioritize...
Do you offer bilingual service?
Quick answer: Yes. Our team is proficient in English and French, with additional languages available upon request. If you'd like to communicate in a ...
How do you keep improving year over year?
Quick answer: Every season, we run a comprehensive review — performance data, client feedback, incident reports, weather outcomes — and make concrete...
What site access requirements should I be aware of?
Quick answer: Gates unlocked, vehicles not blocking service areas, and advance notice for any locked access or special instructions. If we can't acce...
What should I do to prepare my property for the snow season?
Quick answer: Mark your driveway and walkway edges with snow stakes, keep gates unlocked during service windows, move outdoor furniture out of cleari...