Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am using Pioneer disposal for my garbage collection and as their request paid 3-months advance invoice, 2 days ago I decided to switch company and I already paid for service till end of the month June (last week of Friday), I email them ask them to confirm my garbage pick up for the rest of the month, I also called multiple times and left message to the office, it's like they can see my phone number and do not pick up, push my call to voice mail. The bottom line is I still did not get a solid reply from them whether they are still going to provide the pick up service as what I'd paid already, my last email to them is if they are not going to pick up the garbage, they need to refund the balance to me, no reply either... so I need a confirmation from them asap

  Business Response

  Date: 16/06/2023

  On July 22 2019 this customer ***************************** signed up online for services under the name "*****" ******. (both names have been used throughout her time with us)
  *The agreement this customer signed to, states a requirement of at least 30 day notice to terminate the service/agreement.
  
  On June 1 2023 we emailed this customer their regularly scheduled quarterly invoice (for services throughout July-Sept 2023).
  
  On June 5 2023 8:03 AM, ******** C emailed: (less than 30 notice)
  "Believe I have paid till end of June service I am canceling the service after it expire, so I will not be paying the upcoming invoice, please confirm the last day of garbage pick up, I think it would be **** 30th"
  
  On June 5 2023 ****************** also called our offices and she was informed by **** (our office manager) that the new invoice will be voided, and that she will continue to have services to her address until the end of her paid period (end of **** 2023). **** informs customer that nothing more is needed and that the account will be closed down after her final pickup day, Friday June 30 2023.
  
  On June 5 2023, the new invoice is voided and this customers account is scheduled to be closed after **** 2023. No penalty is being applied due to short notice account closure.
  
  On June 5 2023 ****************** sent us an after-hours email at 6:30pm:
  "Need the written reply of the confirmation, the last pick up should  be **** 30th.
  I already paid the service till end of the month !!"
  
  On  June 6 2023 1:58 PM, ****************** sent us an email:
  If you are not picking up the garbage for the rest of the month, refund the rest of balance to me immediately.
  
  On June 6 2023 3:31 PM, **** wrote and email in response:
  We already informed you yesterday that we would take care of it and you would have service through what has been paid for.
  Please be patient and we will follow through like we always have in a professional manner.
  Regards, ****
  
  After multiple phone calls from this same number throughout the past 2 days,**** replied with an email on June 7 2023 10:48 AM:
  Hi ********,
  Your final day of service will be on Friday, June 30, 2023.
  Regards, ****