Nobody's Perfect. What Matters Is What Happens Next.
We maintain over 900 properties across the Greater Toronto Area. We run crews in every weather condition, on tight schedules, across hundreds of sites per week. Are we perfect every single time? No. No company is, and anyone who tells you otherwise is lying.
But here's what separates a professional operation from an unreliable one: what happens when something goes wrong. At Monster Property Services, we don't hide behind voicemail or ignore complaints until they go away. We have a formal, written process — and it's built right into your contract.
The 24-Hour Rule
Section 11 of every Monster service contract contains a straightforward commitment: if you believe any portion of the work performed during a visit was incomplete or inadequate, notify us in writing within 24 hours of the service visit.
You can submit your concern through the Client Portal (monsterportal.ca) or by email. That's it. No phone tag. No "leave a message and we'll get back to you." A written record that both sides can reference.
What Happens After You Report an Issue
Once your complaint is received, here's the process:
- We review the service record. Every visit is GPS-tracked and logged. We know exactly when the crew arrived, how long they were on site, and what was scheduled. If there are completion photos, we review those too.
- We send a crew to inspect. If the records don't tell the full story, we send someone to the property to assess the situation firsthand.
- If the complaint is valid, we fix it. The issue is corrected as quickly as scheduling allows, at absolutely no additional cost to you. No arguing, no excuses, no "well, the crew said they did it." If the work wasn't done right, we come back and make it right. Period.
What About Invalid Complaints?
Fairness runs both ways. The 24-hour rule protects you — but it also protects our crews from complaints that aren't actually service failures. If we inspect and determine the complaint is not valid, a Repeat Service Fee of $150+HST applies for the return visit.
What does "not valid" look like? Here are real examples:
- "The grass grew back already." It rained heavily the day after we cut. Grass grows. That's not a missed service — that's biology.
- "There's garbage on my lawn." Wind blows debris onto properties after crews leave. If the lawn was clean when the crew departed, that's not a service failure.
- "You didn't mow the back." We check the scope diagram. If the backyard isn't in your contracted service area, it wasn't skipped — it was never included. The fix is to add it to your scope, not to file a complaint.
- "The hedges look uneven." If hedge trimming isn't part of your package (it's in the Garden & Plant Care add-on, not the base Lawn & Land service), it's not something we were scheduled to do.
The distinction is simple: if it's in your scope and it wasn't done properly, we fix it free. If it's not in your scope or it's caused by conditions outside our control, the repeat visit fee applies.
Your Scope Diagram Is the Source of Truth
Every Monster contract includes a Scope of Work diagram — typically on page 3 or 4 of your agreement. It's an actual map of your property showing exactly which areas are included in your service. Lawn areas, garden beds, walkways, driveways, parking lots — everything is outlined and labelled.
This diagram eliminates the most common source of complaints in the industry: ambiguity. There's no "I thought you were doing that area" or "the old vendor used to mow that part." If it's on the map, it gets done. If it's not on the map, it doesn't. And if you want to add an area, we update the scope and adjust the pricing accordingly.
Why We Put This in the Contract
Most property maintenance companies handle complaints informally. The client calls, the office makes a promise, maybe someone goes back out, maybe they don't. There's no written policy, no timeline, no accountability.
We formalized the 24-hour rule because clarity protects everyone. You know exactly what to expect if something goes wrong. Our crews know exactly what standard they're held to. And our office team has a clear, consistent process instead of making it up case by case.
It's not glamorous. It's not a marketing gimmick. It's just a straightforward system that works — and it's one of the reasons we maintain a 4.8-star Google rating across thousands of properties.
Questions About Your Service?
If you're a current client, log in to monsterportal.ca to review your service history, scope diagram, and upcoming schedule. If something doesn't look right, submit a service concern through the portal and we'll address it within the 24-hour window.
Not a client yet? Get in touch and find out what accountable property maintenance looks like.