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 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. - Service Frequency and Event Definition
NYRSR services each property once per snow event, typically at the end of each event to ensure thorough and efficient clearing. Our standard trigger index is three (3) inches, and service will not occur below this threshold unless a custom 1-inch trigger has been contracted.
In cases of extended or multi-phase storms (e.g., nor’easters), where snowfall pauses and later resumes with measurable new accumulation, each resumption may be treated as a separate event, and additional service may be provided as necessary to maintain safety and accessibility.
- What is considered the general service area for servicing?
The general service area includes the sidewalk abutting the property and all discussed and pre-determined areas outlined in the agreed-upon scope of work. Unless otherwise specified, NYRSR will service the sidewalk and the interior path leading up to the main entrance. Driveways and additional areas are serviced only if selected as part of an add-on or expanded service option.
- 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-event (3) packages and how do they work?
Per-event packages offer an alternative to signing up for a full seasonal service contract for properties over 10,000 square feet. These prepaid service events are sold in packs of three and function the same way as our regular services, with snow removal triggered at the standard 3-inch threshold.
Per-event packages are re-invoiced upon the completion of services and expire at the end of each season. For more information, please speak with your sales agent.
- 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. - What is De-Icing Pre-Treat?
De-icing Pre-Treatment is an optional service designed to help reduce liability for property owners and tenants. This service ensures your property is salted in advance whenever the forecast calls for ice precipitation or freezing conditions below 3 inches of accumulation.It can be customized and added to your contract for an additional cost. To discuss details or include this coverage, please reach out to your sales@nyrsr.com they’ll provide further information and assist in tailoring the service to best meet your property’s needs.
- 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 .
- 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. - Do we provide before and after pictures?
Yes. NYRSR uses professional time-tracking and job management platform, to document all service activity. Our crews take before and after photos for every job, ensuring accurate records of service completion and site conditions. These photos can be provided to clients upon request as part of our quality assurance and transparency standards.
We look forward to serving you!
