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:11/16/2023

  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.

  October 1st we renewed trash service.
  
  October 17th we cancelled service and can was picked up. Business stated they would issue refund for remainder of quarter however they didn’t really have to, it’s a courtesy. We chose to cancel because we misunderstood their expectations. Their expectation was 1 sentence and it was written on service invoice easily missed
  As of 11/15 refund had not been received, was informed it was mailed on 11/3/2023. Company however said they would cancel check and send payment through ***** or **** ***.
  Refund was $44 instead of $76 and when we asked they stated they withheld a cleaning fee.
  Company did not send a copy of their billing process policy that when I requested proof of it, it states they can hold peoples refunds for unused service?? However this isn’t provided up front?
  Also when asked why I didn’t receive a full refund I was informed because there is a $30 cleaning fee. Also this is not disclosed to customers.
  This company is going to cause all kinds of legal issues not disclosing on the front side.
  
  We want the remainder of our refund back.

  Business Response

  Date: 11/28/2023

  Miss. ***** had emails, invoices and texts from me stating that only bagged trash was to be placed in her can. Every week there was loose pet hair, bottles and cans, liquids and various other loose items placed in the can that were causing issues and delays with dumping on pickup days. This was brought to her attention via text towards the end of the first quater and Miss ***** stated she did miss that on her first invoice as well as the reminder email that had been sent to her and she stated she was unsure if she would be renewing for a second quater as she could not ensure the policy would be followed. However, when 2nd quater invoices were sent out, again with the "bagged trash only" clause stated on it, Miss. ***** chose to renew. Upon picking up Miss *****s can the week she canceled, I dumped it and found an excessive amount of pet hair stuck to the bottom and sides, as well as other loose trash such as bottles, plant containers, cans plastic bags etc, these items did not come loose when i dumped the can. I took a photo before pulling away, as i wanted to sed it to Miss ***** along with another reminder that we have a "no loose trash" policy, however before i could send the photo she texted saying she saw me take it, was made that trash had been left, that my ervice was horrible and that she wanted to cancel and wanted a refund. At that time I told her that if she had the can empty and roadside the following week that we would pick it up and that a refund for the remainder of the quater would be sent via check in the mail. She advised the can would be empty and clean. The following week we picked the can up and it was full to the brim with trash. After dumping we discovered that again the bottom of the can was caked with layers of dried liquids, pet her, plastic bags stuck to it, dirt etc and the can did not come clean by simply just rinsing it out. I had to soak and scrub the can several times in order to remove all of the trash and buildup and because of this I deducted a $30 cleaning fee from her refund. Miss. ***** reached out on 11/15 and stated that she had not yet received the check that had been mailed on 11/3 and at that time I immediately offered to send it to her via ***** or **** ***, she chose ***** and the $44 refund was sent within a few minutes. Miss. ***** then proceed to flood my buisness inbox with messages about how I owed her more then that, she stated I was unprofessional, that I never disclosed that loose trash was not accepted, and when I sent her the various screenshots showing that it was stated on every document she received, she then started to say it could be easily missed, that I was withholding refund, that by her words - "who cares if loose trash is left in a can." After several attempts to explain to Miss. ***** that my policies were repeatedly not followed and that excessive cleaning of her can was required which led to the cleaning fee, she continued to send message after message stating I owed her more money back. I have attached screenshots of our conversations, the invoices and emails stating bagged trash only as well as a few pictures of the bottom of her can on pickup days. Thank you. 

  Business Response

  Date: 11/28/2023

  Attached are the supporting documents from my response to the complaint, the system would not let me submit the response with the attachments for some reason. Thank you.