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Business Profile

Garbage Removal

Washler, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:12/12/2022

    Type:Product Issues
    Status:
    Answered
    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 totally dissatisfied with Washler's customer service. I have had multiple times where they have not picked up my trash/recycling. They always respond that it isn't their fault and I am to blame. I have cancelled my service as of today. I expect to receive a partial refund on future unused paid services.

    Business Response

    Date: 12/21/2022

    We received communication from this customer about being missed on the garbage route.  Our customer service rep collected the information to investigate.  In the investigation it was discovered that the driver had marked them serviced and he remembered specifically servicing this customer due to the challenge of grabbing the trash cart without disturbing the recycling that was there.  It turned out that the trash was indeed serviced, and the recycling was not serviced because it was not this customers week for recycling service.  Since the recycling was still there it was assumed by the customer that the trash was still there.  Our driver went back and confirmed the trash was serviced.

    Through the investigation I learned the last complaint from this customer was a year ago for being missed.  I also discovered that there were 18 emails back and forth between this customer and our customer service staff.  These emails were between our customer service staff, the husband, and the wife.   This customer has been with us for over 10 years, I feel the break down in this relationship happened due to the large number of emails back and forth.  If contact would have been made by phone and a good complete conversation of the issues was had, we could have reached a resolution much quicker and much more satisfying to everyone.  I would be upset too, if it took 18 emails to take care of a simple issue, for this I apologize to our customer.  We have processed the refund the customer has asked for, and we I have added a note onto their closed account that if they would like to reopen the account, they will receive a free month credit for their first month back with us if they should ever decide to come back.

    We serve well over ****** customers each week and we strive to give everyone of them the best service possible.  Since this event we have implemented additional training to our staff to help make communication much more succinct and to get on the phone with the customer even if the conversation was started by email.  The customer that is upset is one we need to speak with directly when possible.  When we make a mistake we learn and grow from that mistake.

    Thank you,
    **** Washler, President/Owner

Washler, Inc. is NOT a BBB Accredited Business.

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