Complaints

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• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Well, they overbilled me, and then as I had told them I was likely to 'cancel' service, and had a dialogue with two customer ********************** people, it seemed that it was resolved and that they were resetting my bill as I had had only '1' trash pickup to that date when I felt we had resolved it. Not that the amount was ridiculous, but I had told one of their reps that I would likely only need pickup at best once a month. I kept all of my e-mails to her as well as ALL E-MAILS, and thought this issue was resolved. My 'second' pickup would have been December's first week, but today when I went to put a small amount of trash into my half-full bin, it was 'gone' and not on premises any longer. I was taken aback by the kinda 'snotty' reply to my over-billing issue but the lady seemed to change her tone a bit when I said I was fine with collection every month even if I didn't in-fact put my bin out for that each time, at a rate of $9.37 a month. Anyway, all totaled up, my trash was picked up 'twice' and they were paid promptly with DISCOVER for the first '3' months of service, but then billed me $56.27 so this is why I contacted the in e-mail about the over-billing and that I might 'cancel' them for this issue.Apparently with both bins (one was found in the back of the property and I agreed to put it out for pickup by them) now removed, I'll have to, per the customer ********************** agent, ask the city for a 'waiver' and figure out another way to handle the very small amount of trash that I generate in another way. I told them my intent is to in the next few months, to probably 'sell' this house and move out and that I would notify them to come get the bin when that occurs, but they have now taken away the remaining bin. This is unsatisfactory, but being they are the only show in town, it leaves me with no choice now but to apply for the waiver with City Hall. Very very very bad customer ********************** by *********************************************. Just sad that they can't get it right. Not at all good.

  Customer Answer

  Date: 11/18/2022

  They have brought my trash bin back as of yesterday,  I have sent them $9.38 payment for this month coming up, as they really needed to 'zero' my balance being that I have all of the correspondences in e-mails to them and I had informed them I would auto-pay them every month

  vs every quarter for $9.38 whether my bin is out or not for collection. 

   

  seems that even when you talk to people over the phone, as I had, sometimes they still get it wrong.

   

  even though I had DISCOVER paid them  for my first 3 months they still managed to double-bill me

  for service, and on the day they came down to my house to collect my bin, without notifying me they were taking it at all, I'd merely had '2' collections, including that one, with the bin being half full at the time they took it away.  I think now if they don't over-bill me as they will receive payments every month, it'll be fine.   They really need to knock on a door or ring  a doorbell to tell people they're, for any reason, taking the bin away.  Those guys work very hard and to impose more work on them for

  no good reason is kind of a sad thing to do in this weather.