ACMO Blog

What You Should Look for in a Winter Maintenance Company

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When it comes to snow and ice maintenance, facilities owners, operators, and managers must consider a wide array of factors before handing over the safety of their property to a new contractor. There are many different types of snow and ice contractors. International umbrella companies advertise a wide array of property services, yet when it comes time to do the work, they subcontract or assign each job to smaller, cheaper contractors while sitting back and collecting the margins. Then, there are small general contractors who focus on a wide variety of tasks to generate income and also happen to plow snow in the winter, taking on as many jobs as their modified personal vehicles can handle. Finally, there are experienced, dedicated companies with hundreds of intensely trained employees, a large fleet of specialized vehicles and equipment, comprehensive insurance for all parties involved, and state-of-the-art software and logistics.

The Weather is Unpredictable; Your Contract Shouldn't be
Not all snow maintenance contracts are created equal. An exemplary winter maintenance contract needs to be a legally binding document defining all aspects of the scope of work, detailing service times, level of service, and quantitative measures of weather events and should include details and diagrams tailored to each individual property’s needs. A winter maintenance contract that appears as not much more than an invoice or bill of sale will not protect you in a dispute with your contractor or in the event of personal injury or property damage.

An informal independent contractor may say with a confident smile: "I have been clearing snow for 20 years, and I know exactly what your business needs.” They may have been referred to you by a friend or neighbour who vouches for them, but the stakes of improper winter maintenance are too high to rely on a handshake deal. A proper, professional service contract might be a multiple-page document containing statements such as “For snowfalls which are forecasted to end during the overnight hours, the contractor shall commence the work within 3 hours of the snowfall ending or prior to 6 AM of the same day,” etc.

Pricing of snow removal contracts varies greatly depending on many factors, such as the property's size, the work's intricacies, or even the competence and integrity of the surveyor. Some companies offer open-ended contracts and pay-per-visit rates that may initially appear like a better deal compared to other companies that offer all-inclusive fixed-rate packages that guarantee unlimited service in any and all weather outcomes. However, an open-ended, poorly worded contract may ultimately leave the client vulnerable to any charges at the contractor’s discretion, such as hidden equipment costs or additional services. It also provides little recourse should the contractor fail to show up at all, leaving you with the liability of clearing snow and ice yourself. While flat rate pricing can sometimes appear more expensive up front, case studies have shown that it is almost always the most cost-effective route. Every necessity is already priced in regardless of the number of snow storms that occur throughout the season. From the first to last snowfall, your property is covered. Your rate will not change if you need extra deicing, multiple visits per snow event, clearing of windrows or blowing snow, or touch-ups, your rate will not change. With the unpredictable nature of Toronto’s weather, it is always better to know what you are paying upfront without fear of an ever-growing invoice. 

Valid Insurance is a Must Have
A winter maintenance company must always disclose the amount of liability coverage they are insured for. The maximum insurance amount of no less than $5,000,000 is acceptable. The company must also have acquired the industry-specific “snow removal” rider, and every one of its employees must be licensed with full WSIB clearance. Slip & falls can happen on any property, and the average cost of settlements can be in the millions. Even if the property owner can prove that they have taken adequate steps in line with Municipal Guidelines to clear access, the litigation costs themselves are prohibitive. 

In the current snow removal landscape, there are much fewer insurers that are writing policies to contractors. This has left many contractors without proper coverage or coverage at all. Many of these contractors who face insurance issues are still actively pursuing and signing new customers, and only once a legal issue comes up is it apparent that their coverage is either not present or not adequate. From the client's point of view, simply glancing at a paper or PDF copy of a policy is not sufficient due diligence to ensure the company you’re hiring is properly insured. Calling the insurer to verify coverage, including adequate permission for snow removal and winter maintenance work, is vital.

Worker safety on your property is another very important consideration. Snow removal is a dangerous job, and adequate protection for people working on your property is required to avoid incurring liability for potential injuries. Some unscrupulous companies may choose to utilize non-insured and non-WSIB-certified labour as a means of cost-cutting. In these cases, the risk to the customer is staggering. If an under-the-table worker is injured on your property, you may be held liable for their injuries or damages. Even property and business owners who use their own staff to perform snow removal work can be liable if that employee injures themselves in the act. It is a high-stakes game, and you should know exactly who the company you're hiring employs and how they protect and care for their staff.

Snow Management is a Science
Proper winter maintenance is no casual feat. Anyone who watches the Weather Network knows that it is never possible to predict the weather with 100% certainty. This is not the concern of the City’s public works, which requires snow to be cleared within 12-24 hours after the accumulation of 3cm of snow. Your winter maintenance company needs to have a dedicated weather monitoring system to stay ahead of the snow and provide up-to-the-minute localized forecasting, and experienced analysts able to interpret the advanced data and identify impending ice attacks and surprise snow events. Timing is crucial in these logistics, and the company needs to have a streamlined staffing structure that enables teams to be dispatched at a moment's notice throughout the winter. It must command expansive facilities strategically located to give access to the main transportation arteries of the city and must be aided by GPS tracking, live cameras and sophisticated algorithmic software to calculate the most strategic routes. A company that commands these resources and this level of expertise can only be forged by experience, dedication and cutting-edge software at its disposal.

Having sufficient staff relative to properties served is crucial to excellent service. A proper ratio of one worker for every five properties is ideal. However, some companies operate with a ratio as high as one to sixty, leading to long wait times measured in days, not hours or even no service at all. While a small contractor cannot operate a plow and simultaneously check the forecast or answer phone calls, and an umbrella company may have outsourced their plow work and customer service to an individual who does not know all the intricacies of snow and ice management, a professional winter management company retains a fully staffed workforce even in periods of calm weather, ready to go in the event they’re needed. Small contractors without these resources and umbrella companies without this specialization are often left unprepared for unexpected snow events – and in Toronto’s winters, these happen frequently. 

Not Just Trucks and Shovels
Finally, you should always ensure the overall quality of the contractor's fleet of snow plowing vehicles. This can vary greatly, and many contractors will cut corners in order to keep operating costs down. Commercial grade plowing vehicles are expensive, and the waitlist for them can be years from the manufacturer. The snow plowing blade itself can range from simple plastic blades to heavy hydraulically operated stainless steel units with adjustable wings and other features custom engineered to remove the maximum amount of snow possible. Different properties also require different service methods, and a proper company’s fleet must include diversified and specialized equipment such as deicer spreaders, haulage crews or dump trucks, snow melters, tractors, and utility vehicles to meet the needs of any property. It is also important that the company uses eco-friendly ice control products that are less corrosive and faster-acting than regular road salt.
Winter weather conditions can be extremely damaging to trucks and equipment, and breakdowns are an inevitability. If a company does not have a backup fleet of vehicles at their disposal, they are at the mercy of independent repair shops that often face shortages and back-orders. One of the most common statements from prospective clients we hear is: “My contractor’s truck broke, and I went without service for two weeks while he fixed it!” A professional winter maintenance company must have at least one backup unit for every five active units at all times. The smaller the contractor, the fewer resources they have at their disposal when winter weather hits. Often, their equipment is quickly overwhelmed, leaving their clients waiting on repairs. In today's world, auto parts take days, if not weeks, to get. If your contractor doesn't have adequate backup equipment, your property will end up being left out in the cold.

The Stakes are High
Hopefully, this article has shared some new insights into the winter maintenance industry that will allow you to be better informed when you’re shopping for improved services this coming season. Like everything else, professional contractors that can properly get the job done are in high demand, and there is an overall shortage of quality services available on the market. Avoid disappointment, frustration, and legal issues by securing the services of a reputable company as early as possible. You'll be left out in the cold if you leave it to the last moment.

Monster Plowing Company has been clearing snow in Toronto for nearly 15 years and presently manages a fleet of over 57 plow trucks. In this article, Monster's General Manager George Armstrong helps break down what to expect from a winter maintenance company before agreeing to their services. For more information, or to chat about your property's snow and ice maintenance needs, feel free to drop me a line anytime. George Armstrong at George@monsterplow.ca
647-967-7569 x705 or visit www.MonsterPlow.ca