FAQ SHEET:
Here are some of our most asked questions.
- For seasonal contracts, do I need to schedule an appointment?
- No, for seasonal clients, scheduling appointments is not required. We have you on our schedule, and we begin servicing our properties when there is 3 inches of snowfall.
- What is NYRSR’s refund policy?
- Our refund policy is as follows: You can receive a full refund within 7 days (March 21st – October 31st). However, there are no refunds available from November 1st - March 20th for any of the services NYRSR offers, including seasonal or per-event packages.
- How long does it take for me to be in the system and to be placed on a route?
A 48 - 72 window is required for on-boarding. There is also no guaranteed service on the day-of storms. - How many times do we come out to a property?
- We come out to a property once. We aim to wait for significant snow accumulation before servicing, and we also monitor for icing to act proactively. We won't come out before the snow reaches 3 inches unless it's for a custom 1-inch trigger custom quote.
- Do clients need to be present?
- No, clients do not need to be present during our service.
- Are driveways included in seasonal packages?
- Driveways are not included in seasonal packages, but they can be added for an additional cost.
- Do we prorate if you contract with us after the season has begun?
- No, we do not prorate contracts initiated after the season has started. Our rates are based on average seasonal snowfall, not the number of days.
- Do we accept checks?
- Payment is due 5 days following the service agreement, in advance. We accept Visa, MasterCard, American Express, and PayPal. Certified checks are allowed for commercial payments above $5000.00.
- Can we sign contracts from other companies given to us?
- We cannot sign contracts from second parties. If specific requirements are needed for your scope, please discuss with your dispatch manager.
- What are per-events and how do they work?
- Per-events are an alternative to signing up for a full seasonal service contract. They are prepaid service events that expire at the end of each season. Per-events come as a pre-ordered number of service events.
- When are per-events invoiced?
- Per-events are invoiced upon the completion of the second-to-last event. If all pre-ordered events are completed, you won't receive further service until payment for the next set of per-events is received.
- What happens if the season ends and I still have remaining events?
- There is no rollover of service events from one season to the next.
- What happens if I pay my per-event bill beyond the deadline?
- Invoices paid beyond the per-event deadline will incur a 5% late fee, and no service will be performed until payment is made. If payment is not received within 10 days, services will be canceled.
- Is there a service fee incurred if no snow is present on-site when technicians arrive?
- A 13% service fee is charged if we arrive for service and find no snow on the property or if it has already been serviced.
- How long does it take for a technician to come out?
- Depending on your location relative to our route, it can take anywhere from 1 to 4 hours for us to service you. During severe weather conditions like blizzards or Nor'easters, response times may vary.
- Do we service entire streets and work with neighborhood associations?
- Yes, we work with neighborhood associations to service entire block communities. Estimates are based on site inspections and invoice submission.
- Do we technically remove snow from properties, and can we?
- We do not technically remove snow from properties. Our focus is on clearing sidewalks abutting your property. Snow removal from the entire property can be arranged for commercial residences upon inquiry.
- Do we clear ice?
- We do not clear ice, but we aim to arrive before icing occurs. If we find icing on our service route, we will still service the property.
- Do we pre-treat residential properties for snow events?
- No, we do not pre-treat residential properties. Pre-treatment is only applied to commercial properties within the contract scope.
- Are we insured?
- Yes, we are insured. Feel free to request a certificate of insurance, and we will provide one.
- How long do seasonal contracts last?
- Seasonal contracts are in effect from November 1st - March 20th.
- Do we offer senior discounts?
- Yes, we offer a 10% senior discount to individuals over the age of 65 contracting with us.
- Do we offer block association or multi-unit parcel lot discounts?
- Yes, we offer a 10% discount to block association or multi-unit parcel lot clients with over 10 properties per sign-up.
We look forward to serving you!