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:02/26/2024

  Type:Billing 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.

  We have always had issues with this company since we bought our house in 2021. They would regularly not come pick up our trash in the winter and blame road conditions. Therefore, we canceled our service on December 17th, 2023. I was told we would be getting a refund on our deposit of $50 in a months time, January 17th, 2024. We never received our deposit. I have called and sent an email trying to get a response from the company. I finally got ahold of the company and now they are saying they used our deposit as a credit towards a bill and now I still owe $37 and some change. The way the billing works is you pay per quarter. We have already paid the October through December bill and canceled in December. They picked up the trash can before December had ended. so I have no idea what bill I would still owe and I just keep getting the run around on who is supposed to help. I would just like my deposit of $50 back. This is one of the worst customer service companies I have dealt with.

  Business Response

  Date: 04/22/2024

  Please see the attached business response and documents.

  Our apologies for the delay in responding, we are in the process of a software upgrade and some of the information alleged in the complaint by our former customer A.B. needed to be to researched before we could respond. The Exhibits are numbered and are listed below*.
  
  We received a call from this customer on or about 12/13/23 stating that his trash cart was not serviced on 12/11/23. We understand that it can be frustrating when the trash is not picked up and we let him know that the road was too icy that day. We told him that we would get their trash from both weeks on their next regular service day on Monday 12/18/23. Our policy is outlined in the Dear Valued Customer Quarterly Flyer (*Exhibit A-1- line 15) that is provided to each customer when they sign up for service and then again with each quarterly billing. The inclement weather policy states that we do not issue credits for weather delays, but we will get the extra trash the following week (weather permitting).
  
  The customer stated in his complaint that we "would regularly not come pick up our trash in the winter and blame road conditions." Unfortunately, we have no control over the weather and our drivers must assess the current road conditions (which are consistently changing) and make decisions while on the route. This customer is in a heavily forested area that is notorious for extreme weather and slick road conditions. The East Mountain area is very beautiful, but it does come with its' challenges and trade-offs as far as services are concerned. We have the inclement weather policy in place because we have been in business in this area for many years and our experience has shown that many of the roads get muddy, some are not very well maintained or plowed and inaccessible during bad weather. This winter has been worse than it had been in
  
  recent history, with several heavy snow storms starting around Thanksgiving. The roads had not cleared up much since that time and were still unsafe for our trucks to access. The drivers are trained to be safety conscious with our large garbage trucks which are top heavy and do not maneuver as easily as a standard sized vehicle.
  
  We have explained to the customer in the past that we do get delays in their area due to weather and road conditions, but we would take the extra trash when we could safely access their location. The road conditions were still unsafe for our trucks on their next regular service day (which was on Monday 12/18/23), so we were not able to safely service their location that day either. A.B. was unhappy about the storm delay and cancelled his service. His next service day was Tuesday 12/26/23 due to the Christmas Holiday schedule (*Exhibit A-1 - line 26) and this was going to be his last pick up that was paid for in December. We picked up his trash that day, as promised, and we pulled his cart.
  
  The customer left us a voicemail on 12/28/23 demanding his deposit back "for services not rendered". We emailed him back to let him know that "the refund checks are generated approximately 30 days after your cart was pulled and will be mailed to your address on file" (*Exhibit A-2). We did not receive any response to that email.
  
  The deposit is not only for the return of the cart, but also for any outstanding balance owed on the account. The refund (if any) is determined after the cart is pulled and the service is prorated to that pull date (plus any fees assessed and any payments applied). Refunds are typically processed every 30 days, however, this transpired during our end of year reporting period and software upgrade. We were still navigating the new system, so the refund was not processed until the bookkeeper was available to do so.
  
  The customer emailed us again on 2/5/24 stating that he "was told it would be 30 days after they cancelled which was on December 17th"(*Exhibit A-3). That is incorrect, the 12/28/23 email explained the 30-day approximate refund date would be based on the pull date (*Exhibit A-2).
  
  The customers invoice dated 9/15/23 was for the quarter of September through December 2023 (*Exhibit A-4). We received his payment for this invoice on 10/13/2023 in the amount of $77.34 (*Exhibit A-5).
  
  The total of his final invoice #****** dated 12/15/23 was $37.21 (*Exhibit A-6) which consisted of a $15 Admin Fee+ $20 cleaning fee+ $2.21 tax (*Exhibit A-1- lines 36 & 37), we then deducted his deposit of $50 which brings the total credit balance of $12.79 (*Exhibit A-7).
  
  The amount requested by A.B. to remedy his complaint through the BBB is $50. The customer is only entitled to a refund of the $50 deposit, less the $37.21 for his remaining balance on his final invoice for a total of a $12.79 refund due. We mailed the refund check #***** in the amount of
  
  $12.79 on or about 2/27/24 to his confirmed address on file. The check was cashed on 3/14/24
  
  at ****** **** ****** ***** (*Exhibit A-8 front and back of check), so he has received and accepted his refund.
  
  We appreciate your time and look forward to your response to this resolution.

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair 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.

  The company has been LATE or missed TRASH removal days for the past month. Last week my trash and my neighbors trash were not picked up. I phoned in on Monday of this week and was told they apologized for not picking up our trash. The woman at the office told me to put the extra trash bags out today, the scheduled pick up date out with our trash and it would be taken. We placed 2 extra bags outside of the container and at 6:30 PM I went out to see if the trash has been picked up/ The driver took ONLY the container trash and left the 2 bags which the office told me the driver would take on MONDAY due to the drivers error last week. HOW can this happen. The OFFICE does not communicate with the DRIVERS and NOW, due to DRIVER error, the TRASH was just left outside of my yard. REALLY... The OFFICE folks said the DRIVER would be alterted to take the extra trash due to DRIVER error. REALLY. The DRIVER took the NEIGHBORS TRASH and not mine; Perhaps I gave the WRONG Driver a gift at Christmas. I provide gifts every year. Since Xmas, the driver has NOT taken TRASH as I have paid for.

  Business Response

  Date: 02/21/2024

  Ms. ****** is not being accurate . The neighbors' trash has been picked up when out . Hers was not out the previous week at 9:30 A .M .. she disputed this but we have a record on the drivers' log .  Our policy is not to take material outside our containers for safety reasons . Our customers have been notified they have to have their containers out by 7:00 A.M. She did not do so , therefore  hers was not picked up .

  Customer Answer

  Date: 02/21/2024

  Complaint: ********
  
  I am rejecting this response because as stated in my complaint the company lies and treats customers terribly.  Just review East Mountain Disposal reviews.  90 percent are 1 star with many stating they would give 0 stars if they could.  The reviews confirm what I stated in my complaint. 

  As suspected, this company which has a monopoly on the waste removal business in the east mountains, refuses to deal with the issues the company has and continues to disregard what customer service means.  I encourage everyone in the East Mountains to contact our BERNCO Commissioner in District 5.  I am sure Mr. ****** will help us.  
  
  
  
  Regards,
  
  ******* ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer Answer

  Date: 02/27/2024

  Yelp lists East Mountain Disposal  (EMD) with 2 stars.  Of the 15 reviews only 3 are above 1 star and the rest are 1 stars.  These review confirm what * **** ** ** ******.  The response above is a LIE.  My trash was left outside on Thursday night.  I inquired with my neighbor who said EMD picked up early around 7:30.  EMD told me a "your driver, a woman picked up", I told them that those of us who live on **** ***** ***** has NEVER had a female driver.  The driver's logs are made up excuses so the company does not need to pick up the trash.  
  
  When I called to complain that my trash had been left, the woman who answered the phone told me to "leave the excess backs next to the trash and they would be picked up with my next trash service.  The bags left out of the bin where because they did not pick up the trash the prior week and I was INSTRUCTED to leave the excess trash outside the bin by the woman who answers the phone.  Again, we placed the trash the night before the trash pick up was scheduled.  In fact the woman who answered the phone also told me, "I put my trash out the night before too", because of the companie's excuses when they do not pick up the trash.   MOST of the customers who live on the street I do put their trash out the night before because excuses are made up ever and any time EMD chooses to make excuses.  
  
  Again, I encourage you to review the YELP reviews for East Mountain Disposal, all the 1 stars restate what I stated above or in ** ******** ******.  How is it that at least 10 people complain about the same issues and the company only needs to lie again and again.  The folks at the East Mountain Transfer told us that they hear MANY complaints about EMD and the people have begun to take their own trash to the transfer station.  
  
  EMD has a monopoly on the disposal service in our area.  They choose to do as they wish, make excuses and NEVER fix the problems. READ the YELP reviews for EMD.  This is PROOF of what I say, they do this to many other people.  
  
  I have already requested that I expect a full refund of my payment I made in January to EMD.  They only picked up the trash 1 time before I discontinued service.  When I spoke with the woman at EMD stopping my service, I told her I demand my payment in full and she then told me they would wait 30 days until after they picked up their bin, however EMD demands payment when it is due.  Another excuse the company has made, they say the customer does not pay, when we do and they don't pick up the trash.  
  
  MY expected remedy is to receive my full payment (75.00) from East Mountain disposal ASAP.  
  
  Regards, ******* ******

  Business Response

  Date: 03/14/2024

  Good afternoon *******,

   

  Our response to the complaint is attached to this email, as well as a copy of the email from **** dated 2/9/24, our 12/15/23 Quarterly Flyer, and 2 voicemail recordings for the record. One of the voicemails starts with a message from another customer (that is also relevant to our reputation), then it has the recording of ****

   

  Please let us know if you have any questions.

   

  Regards,

   

  ******

  East Mountain Disposal

  ###-###-####

  *******************************

   

   

  East Mountain Disposal
  PO Box 756
  Tijeras, NM 87059
  ###-###-####
  *******************************
  
  
  Attn: ******** *****
            Better Business Bureau, Resolution Specialist
            ###-###-####
            BBB.org
  
  Re: Complaint #********
  
  
  March 12, 2024
  
  Good afternoon *******,
  
  We are writing in response to your email dated 3/5/24 regarding complaint #******** filed by **** on 2/9/24. We take all complaints seriously and will address all of the customers concerns. This complaint stems from a voicemail message from our customer **** that we received on Monday 2/5/24 at 9:53 a.m. The customer stated that her trash was not picked up on Friday 2/2/24. We advised the customer that the female driver reported on the Drivers Log that the cart was not out at 9:23 a.m. when she was at the customers’ location. 
  
  The customer alleges that “the driver’s logs are made up excuses so the company does not need to pick up the trash”. The Drivers Logs are actual documents that each driver has for their route which includes a list of each trash stop for that day, along with any notes for the driver. Each stop is marked off by the driver as either picked up or the time is noted for any stops that did not have the trash out on time. The driver also makes notes regarding loose animals, blocked locations or any other problems encountered that day. We have a note on the Drivers Log for this particular customer that instructs the driver to write down the time they were at her location (whether she is picked up or if her trash cart is not out), because we have had this issue with her in the past and it was necessary to start documenting the times we were there. 
  
  Our policy is that the trash cart needs to be roadside by 7 a.m. on their designated trash day. We do not go back to pick up stops that are not out on time and we do not take extra trash that is outside of the cart. This policy is outlined in the Quarterly Flyer (see attached) that we provide to all customers when they first sign up and then again with each of their quarterly invoices. This flyer also provides the due dates, the fee schedule, the holiday schedule, other important information regarding our trash service and what is expected of each customer. We have had the same policy for many years and it was in place when this customer signed up with us. 
  
  We understand that she was frustrated earlier in the week because her trash cart was still full from not getting picked up on 2/2/24. We did pick up the trash in her cart on 2/9/24, but she was not happy that we did not take the extra 2 large trash bags that she had left by the cart. The customer left us another voicemail on Friday 2/9/24 at 6:32 p.m. and we pulled the voicemail messages on the next business day on Monday 2/12/24. Here is a transcript of her message (recording of the actual voicemail will be provided as well):
  
  “This is **** (full name redacted for privacy) at (address redacted). I called you earlier this week to tell you your driver did not pick up my trash last week and you told me to leave the bags outside of my cart. THEY DID NOT!! DID NOT TAKE THE FRICKEN BAGS OUTSIDE OF THE CART!! WHAT THE **** IS GOING ON WITH THIS COMPANY?!! I NEED RAYNE TO CALL ME! THIS IS ******* ********!! I AM JUST DISGUSTED ANYMORE!! * * * * * * * * (redacted for privacy)!! YOU GUYS ARE NOT DOING WHAT YOU ARE GETTING PAID FOR!! I’M GONNA CALL THE *******…BETTER…BUSINESS…BUREAU ABOUT YOUR ********!!”  
  
  We returned her call on 2/12/24 and she apologized for her voicemail. She then demanded that we come back immediately to pick up her trash. We told her that the owner is the only one who can make that decision and we would call him right away, then get back to her. We spoke to the owner (Bart) who advised us that we will get the extra for her as a courtesy on her next regular service day of Friday 2/16/24. While we were on the phone with him, **** called 4 more times in a row. We finished speaking with Bart and called her back to let her know what he had offered to remedy the situation. She was not happy that we weren’t going back and began to lecture us on how to do our jobs properly. She stated that maybe she needed to take a picture as proof. We told her that she has the right to do that and probably should, because we also take pictures of our carts when necessary. She demanded to know if we were taking pictures of her house, which we told her that we were not. Then she demanded our names and said she was calling her attorney!  
  
  She called later that day at 3:08 p.m. and left us another voicemail to cancel her service. Then she called again at 3:10 p.m. and left yet another voicemail message to cancel her service. She called again the following day on 2/13/24 at 2:50 p.m. and left another voicemail message, now demanding her refund immediately!
  
  Her husband called us on Thursday 2/15/24 to cancel service and get his refund. We told him that the account was already cancelled and any refunds are processed 30 days after we pull the cart. 
  
  **** called again yesterday on Monday 3/11/24 at 11:36 a.m. and left us another voicemail message.
  Here is a transcript of that message (recording of the actual voicemail will be provided as well):
  
  “Hello this is **** (name redacted) at (address redacted). You picked up your trash bin on the 9th of February, it is the 11th of March. I was told when I fired you that you would refund my money 30 days after you picked up your bin. You have had your bin uhh 3 days now beyond the 30 days. When are you going to send me my refund? My number is *******-(redacted). The address is (redacted). Zip code is (redacted). As you are well aware, I do have the Better Business Bureau involved in this process and will keep them aware of your refusal to refund my money. Send…the…money…now!!”
  
  She stated in her message that her cart was pulled on 2/9/24 and her refund is overdue. Both of those statements are untrue because she had not even cancelled her account yet on that date and the cart was not pulled that day either. She cancelled on 2/12/24 and her cart was pulled on 2/16/24. She also claimed that her trash was “only picked up 1 time before I discontinued service”. That is also inaccurate and is different from the claim in her email to us that stated “only 2 weeks trash was picked up”. If the customers’ trash had in fact been missed for several weeks, then we would have expected a call from her to report it. That would have given us a chance to research her complaint and to make any necessary corrections on our side. We did not receive any reports or complaints from her prior to 2/5/24. We also have the logs from all drivers (male and female) who have done this route since the beginning of this quarter (starting January 1, 2024) and her trash was picked up every week except for 2/2/24 when the cart was not out on time for service. 
  
  This customer has also accused us of harassing her in retaliation for her complaint (email dated Monday 2/12/24 at 4:03 p.m. - attached for your reference). We absolutely have not harassed her in any way or retaliated against her, in fact, the opposite is true. Her email to us, the repeated phone calls and the numerous voicemail messages repeating the same demands to cancel her service and refund her money immediately were premature and unfounded. The refund date would have been 30 days after the pull date of 2/16/24 (so any refund would not be due until 3/16/24), yet they both were calling us repeatedly demanding their refund and also reminding us that she reported us to the BBB (as she had threatened). 
  
  We are not the only company that services the East Mountain area. We do not have a monopoly and our service is not mandated, so the customer is not required to have our service. They also have the option of taking their own trash to the East Mountain Transfer Station. Regarding ****’s alleged conversation with someone at the transfer station telling her that they hear many complaints about us; we have not had any conversations with the transfer station regarding complaints from their customers. The same goes for the YELP reviews. The reviews are not a fair depiction of the facts, nor the entire story. They are written by people who are venting on the internet and who have chosen not to go through the proper channels to report their complaint directly to us and give us the opportunity to address it.
  
  Her complaint stated that we demand payment when it’s due. Yes – we are a business and do require that our services be paid for on time (our terms and due dates are listed on each invoice as well as on the flyer). We mail out the invoice an entire month before the due date so there is plenty of time to remit payment. The due dates are after the start of each quarter, so there is an overlap of service for 2 weeks before the payment is due. 
  
  The payment for this quarter of January through March 2024 was due in our office by 1/15/24. We had not received her payment by the due date, so a late fee of $20 plus tax was assessed. She has been late in the past and was also late the last 2 quarters (in which both of those $20 late fees were waived as a courtesy). We received her payment for this quarter on 1/20/24 in the amount of $74.15. She cancelled her account on 2/12/24 and we prorated her invoice to reflect the cart being pulled on 2/16/24. Refund amounts are determined after we pull the cart, prorate the service to the pull date, assess any fees and apply any payments. There was a $15 Administrative Fee and a $20 Cart Cleaning Fee for cancelled accounts (see Fee Schedule on flyer) included on her final invoice. The total of her final invoice is $101.71 ($40.67 prorated service + $20 late fee + $15 admin fee + $20 cleaning fee), minus her payment of $74.15 which brings the total remaining balance of $27.56 that is owed to us. 
  
  There is a discrepancy in the amount requested by **** to remedy her complaint through the BBB and the amount she requested via her direct email to us. She has demanded a “full refund of $75” in her letter to BBB, but the amount demanded in her email is a “full refund of $61.67”. Her expected remedy is a refund to which she is not entitled to based on the fact that she has an outstanding balance due with us in the amount of $27.56. We are willing to write off this remaining balance as a compromise in this claim. We appreciate your time and look forward to your response to this resolution.
  
  
  Regards,
  
  ******
  East Mountain Disposal
  ###-###-####
  *******************************

  Customer Answer

  Date: 03/14/2024

  Complaint: ********
  
  I am rejecting this response because: There is NO information to address my refund.  The company picked up their trash bin and assured me they would refund my money in 30 days.   This is an abuse from the company to refuse refund my payment.  I have waited more than 30 days to receive my refund for funds paid, with NO service.  Please note, the company has not addressed my complaint nor have they addressed other customers.  

  I expect the BBB to make them refund the payment I made to them.  This company has NOT addressed the issues.  Their taking payment and providing NO service (trash pick up).  How long am I supposed to wait to get my payment back?  I do have other options regarding my payment, however why should I have to take those options.  

  Recordings have been edited.  Listen to them.  

  
  
  
  Regards,
  
  ******* ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer Answer

  Date: 03/15/2024

  Attn: ******** *****; BBB Complaints

  
  ADDITIONAL INFORMATION RELATED TO BBB COMPLAINT NUMBER *******
  
  My response on 3/15/2024 was not completed and I phoned in inquire how to add to my
  response to the East Mountain Disposal list of documents/recordings. Below are my additional
  comments and why I reject their response.

  
  The East Mountain Disposal (EMD)provided 2 recordings. One was from me when I left a voice
  message because they refuse to answer my calls, the second recording was from a woman
  whom I assume may not even be a customer of the business.
  It us odd that EMD references a phone call I made to them on 2-5-24 regarding a missed trash
  pick up. In their description of that call, they provide the business&***; perspective narrative and
  "quote" things I suposedly stated to them. This is misleading and never proves what occurred
  or what was said. I WOULD LIKE TO REQUEST A COPY OF THE PHONE CONVERSATION from 2-5-
  24 to prove what I&***;ve stated the office worker responded and said are true. With the actual
  recording, anyone can hear what actually occurred and how I was lied to and now EMD is
  disclosing the mistruths by not providing the recording. WITHOUT THE ACTUAL RECORDING,
  their perspective is not worth the words they have, is written full of lies, and proves the
  company (EMD) creates responses avoiding responsibility for their employee&***;s misconduct and
  management&***;s refusal to take appropriate action for the misconduct by their office staff. A
  company shielding their employees from paying customers is just unethical.
  
  East Mountain Disposal then goes further to dictate a conversation that occurred on 2/9/24. In
  this narrative they provide an extensive narrative of the conversation, of what I supposedly
  stated, however, there is NO documentation of the responses from the woman who answered
  the phone at EMD. Like above, I AM REQUESTING A COPY OF THAT RECORDING so a full record
  of the conversation is available for review. Another attempt by EMD to be unethical and
  misleading to the BBB. Why is EMD not providing those recordings, they appear to be HIDING
  AND DISCLOSING the truth. For this company to state I said, "******* ....." is unbelieveable.
  Now EMD is adding to a conversation they refuse to provide.
  In the same conversation, they state that I demanded EMD come pick up their trash bin on that
  day is a complete lie. I told them to pick up their bin on the regular scheduled pick up date
  which is the Friday of the same week. AGAIN, A COPY OF THE ACTUAL DISCUSSION IS
  REQUESTED AND WILL DEMONSTRATE THE LIES AND MANIPULATION EMD provides to the BBB
  and paying customers. The following 3 paragraphs are narratives of recordings, however they
  have not provided those recordings either. I am requesting copies of ALL the recordings for a
  clear and truthful conclusion. EMD needs to provide ALL the recordings.
  Retaliation is a common theme for EMD. Note all their reviews on the BBB and YELP state the
  company refuses to take or answer calls from EVERYONE who complains. That is retaliation at
  work. NOTE: EMD even goes on to state they took a call from my husband, YES they did
  because he has a different phone number than I do, and they answered his call. And as they did
  with me, they LIED about what he stated. A copy of that recording is requested as well.
  YES, EMD has a monopoly on the trash pick up service in the East Mountains. The East
  Mountains are in Bernaillo County. Bernaillo County has RECORDS that do prove they are the
  only provider for trash pick up in the East Mountains. Yet another lie provided by EMD.
  EMD&***;s statement that reviews are bias against them by angry people. Well, the people ARE or
  WERE their customers and the anger stems from dishonest employees, refusal to refund money
  and the lack of accountability from East Mountain Disposal management.
  Late payments and outstanding balances, SURE. My bank statement can prove my payments
  have not been late or ever missed. This is just another tactic EMD uses against paying
  customers to refuse to refund what is due. Again, the YELP reviews make mention of this tactic
  as well. I request a complete detailed invoice of my account for the past 12 years that I have
  been a EMD customer. This invoice will also prove how this tactic is nothing more than another
  lie and ethically wrong.

  
  Finally the amount due I first provided accounted for the 1 week they actually picked up my
  trash, again assuming their fee can be divided by the number of weeks they collect payment for
  upfront. In my second letter to the BBB, I did ask for a FULL refund of 75.00 in which I actually
  paid, $74.15 on 1/12/24. I expect the $ 74.15 to be refunded. Of course all these new fees are
  reduced so the company is allowed to keep the money and make the customer go without. YES,
  that is the business EMD is in. What a shameful, unethical and disgraceful company East
  Mountain Disposal is.

  
  It is a shame for the past 10 years, they were most often, acceptable never above but
  sometimes below service and that was okay. Their drivers were respectful and nice to which I
  provided them with a christmas card ever year with a small thanks of $20.00 cash for their
  service. EMD has become, well I just listed it above. ;

  Customer Answer

  Date: 03/25/2024

  Good morning *****,

  
  

  thank you for the follow up, I was just so upset last evening when I saw the response from the BBB which did not address my refund.   

  
  

  I have attached the "billing invoice" East Mountain Disposal sends out to the customers via hard copy mail.  EMD does not send receipts out upon receiving payment.  I will leave it here, repeating myself for the 4th time about what they do with payments and how they do not deliver service is beyond redundant.

  
  

   I also have attached my Bank Of America Bill Pay list of payees which clearly shows below East Mountain Disposal  header was paid on 1/12/24.   I/ did crop out the other payees I have on my B of A account numbers for privacy purposes.   I do not get hard copies for bill pay from B of A.  

  
  

  In addition, I noticed that Rayne did NOT send any of the recordings I requested.  Her refusal to send the other recordings I requested is proof she is disclosing what was actually stated, therefore disclosing the truth.  Shouldn't this be questioned by the BBB;  the refusal to share those recordings/records.  Again going on about this anymore is 4 times redundant.  

  
  

  Please follow up and get my refund ASAP.  I paid in full on 1/12/24 and it is now 3/22/24.  

  
  

  Thank you, ******* ******

  Customer Answer

  Date: 03/25/2024

  **** ******
  Mar 22, 2024, 4:22 PM (3 days ago)
  to me
  
  Just interesting enough, EMD states that a woman picks up the trash in my area.  I just took pictures of the MAN who loads the trash and the driver is a male as well.  They are the same MEN who have picked up the trash for years.  Never a woman.  

  Business Response

  Date: 04/30/2024

  Please see attachments for our response letter.

  This most recent complaint is regarding the payment date for the 12/15/23 invoice. **** has provided a screenshot of the bank draft showing when the payment was deducted from her account as proof of the payment date, however, that is not the same day that we received the check from her bank. All financial institutions mail us a physical check for their Bill Pay customers, so it generally takes about 10 days to arrive. We provide a flyer (see attached “Dear Valued Customer”) when a customer signs up and then again with each quarterly billing. On line 31 and 32 of this flyer, it explains how long it takes for the Bill Pay process, as well as a reminder to customers to set up their payment so that it arrives by the due date. **** also provided a copy of our 12/15/23 invoice in her complaint, and in fact that invoice also has a reminder message for the customer to “Please Read Enclosure for Fees & Holiday Schedule”. This enclosure is the “Dear Valued Customer” that has already been mentioned several times in our responses. Our invoices are mailed out a month before the due date and it is the customers’ responsibility to have the payment in our office by that date no matter which form of payment they choose. ****’s bank draft was dated 1/12/24, with check number **********, which was processed and sent to us via the post office. We received the check on 1/20/24, which was after the due date of 1/15/24, therefore she was assessed the late fee of $20. Going back to her recent billings starting with the 12/15/2020 invoice, she paid late 10 times out of the last 13 invoices. We had already waived every late fee for her as a courtesy - which totaled $200 in late fees just since the 12/15/2020 invoice (see attached “Customer Balance Detail” dated 4/22/24). She has been given many courtesies in the past and by continuing to complain is apparently expecting us to continue to waive her fees up until her cancellation date.She has also stated that she requested recordings from Rayne and claims she has refused to provide them. The two voicemail recordings from **** were already provided as attachments to our original response as well as transcribed in that same letter. **** also claims that one of those voicemails provided “was from a woman whom I assume may not even be a customer of the business.” The lady on the recording is an actual customer and that was an actual voicemail she left for us to show her appreciation. **** is also stating in her complaint that “In their description of that call, they provide a business perspective narrative and things I suposedly stated to them. This is misleading and never proves what occurred or what was said.” These were not just a “narrative”, they were actual recordings of ****, in her own voice, which included the dates and times that she left each message (in addition, we also transcribed the messages in our response for further clarification). **** is trying to mislead the BBB by claiming the angry voicemail recordings she left on our business phone were not proof of what she said. That makes absolutely no sense. She further states that “EMD does not send receipts out upon receiving payment.” Our company does not provide a receipt for transactions that arrive through the mail unless the customer requests that in advance (which was not requested by this customer). We do not understand what the relevance is to this matter at hand. We believe it is yet another attempt to muddy the waters by adding more complaints to each response until she gets her desired resolution. In addition to her continued complaints, **** has also been observed taking pictures of our drivers on Friday April 12, 2024 at approximately 2pm. She is no longer a customer and has no reason to be harassing our drivers while they are doing their job.In our previous response to her complaint, we had offered to waive her remaining balance due of $27.56 as a good faith compromise. She responded to that offer by once again demanding her refund. In light of her response, along with her harassment tactics, our position is that we are no longer willing to compromise with her on that balance due. We have responded in good faith to each of her claims of being unethical, not presenting the truth and withholding information. We respectfully request that you consider the evidence we have continually provided to finalize and close her complaint against our company. Your time is much appreciated and we look forward to your response to this matter. Regards,******Office Manager East Mountain Disposal************Thank you, East Mountain Disposal

   

   

  Customer Answer

  Date: 05/06/2024

  Complaint: ********
  
  I am rejecting this response because:  See the attached documents.  
  
  
  
  Regards,
  
  ******* ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

   

  Attn: ******** *****; BBB Complaints
  Complaint #********
  
  NEW:   East Mountain requires a deposit on bins when you first sign up.  Upon reviewing my paperwork,  I have not received the deposit on my bin nor did they list the deposit anywhere in their attachments.  I expect the deposit to be refunded along with the other refund for the January 15, 2024 payment.  
   
  I do not accept the resolution East Mountain Disposal (EMD) has provided to the BBB of NM in the above listed complaint number.  I will address the issues with their response point by point below.
  
  1.  EMD states, "AC has provided a screen shot of the bank draft showing when the payment was deducted from her account as proof of the payment date, however that is not the same day we received the check from her bank....."   
  
  This statement is true, however it is not correct regarding  the draft, I will not receive a copy of bank records for up to 10 days.  The bank has provided me verbally with official records which demonstrate the timeline of the payment being discussed (January 2024).  However, the phone coversation has resulted in receiving a copy of bank records which disclose details related to payments  records dating back to 2020.    
  
  The screen shot I provided was provided to the BBB as my proof of payment per the request of the BBB.  EMD does NOT provide any documentation stating when payments are received. 
  
   I phoned the  bank on 5/3/2024 they stated the bank regularly mail out CHECKS to the payee 6 to 10 days prior to the due date the bank customer lists as the payment due.  Per the bank, a check was mailed out to EMD on 1/8/2024 (recall the due date is 1/15),  I listed 1/12/24 as the due date and deposited by EMD on  1/23/24.  Neither the bank or I  have control of when EMD deposits payments made to them.  Bank records show the date checks are mailed out, the due date and the date deposited.  Pictures of the front and back of the checks will be provided to me for my records. 
   
   Per the bank's review of transactions of  payments made to EMD, EMD typically deposits payments at the end of the month, not before.  On 1 occassion, EMD did deposit a check within 2 days of the bank mailing the check out to them-- which deomonstrates the check was delivered in 2 days to EMD.  On this same occassion, I phoned EMD and informed them that I had made a human mistake and listed the pay out date late to them, the customer service representative A.R (I will not list her name because I am concerned retaliation will be made against her for working with a customer in good faith)  stated she understood and waived the late payment for me. 
  
   This is 1 of 2 times my payments have been late.  On the first occassion I spoke with R. ?, female owner of the company in which she based on my regular payments coming in on time, she would waive a late fee as well.  This occurred in 2022.  The bank is in the process of perparing a letter which discloses when payments were mailed out to payee (EMD), due date I listed to the bank and dates EMD deposited the checks.  EMD is refraining from depositing checks when received then inferring customers make late payments regularily.
  
   In addition to the cronology prepared by my bank (2020 to 2024) , the bank is sending me copies of the front and back of each payment to EMD.  Those records will not be available for up to 10 days.  I will NOT be providing those to the BBB or EMD, they are for my use in the event litigation is necessary to follow.  
  
  My instutation of business is Bank Of America.  BOA guarentees their records are legal and technically sound.  
  
  2.  Fliers mailed out.  There is no dispute to the fliers being mailed out.  The dispute comes into effect when EMD chooses to follow or not follow their own rules.  Within EMD's response in which I am responding to, they have listed no ryme or reason as to how they choose to follow their own "rules of engagement".  If a customer complains, then EMD implements every rule against the complaining customer.  If a customer is silent, then EMD does not follow their own rules.  This is called discretationary implementation of their company policies.  
  
  3. EMD writes, "Going back to her recent billings starting with 12/15/2020 invoice, she paid late 10 times out of the invoices".  EMD is purposefully deploying derogitory alligations against me.  The bank is preparing a document for MY use in the event of litigation to prove that there is NO late payments possible other than the 2 listed above.  This is just a similar aligation they used on YELP to justify thier discretionary aligations towards what are typically loyal customers who get caught up in misconduct by EMD employees lies and EMD management refusing to provide copies of "recordings" which they make reference to in every example of "factual conversation", yet they REFUSE to provide the actual recordings which WILL provide proof the customer is truthful and EMD is a dishonest and manipulating business.  The customer balance is a balance prepared after the fact to make the customer look less favorable.  If this were the case, I would have many, many complaints against me and have a very low credit rating.  My rating is above 800.  I have compiled an example of YELP ratings for EMD for your review.  
  
  4.  Recordings:  Really,  EMD quotes conversations I supposedly had with them or messages I left.  Why has EMD not provided a single conversation recorning I asked for in prior narratives to obtain the "real story".  The recordings will not only disclose what I stated, the recording will disclose what EMD employees say.  EMD knows the recordings will put EMD at jepordy regaring their own employess misconduct.  EMD and their employees conduct themselves as a true monopoly.  A monopoly mistreats their customers because they are a monopoly.  This fact can be proven via BERNCO.  The only other option available to residents is for the resident to haul their own trash to the East Mountain Transfer Station.  The East Mountain Transfer Station does NOT haul trash for East Mountain residents.  It is not a solution to the monopoly EMD currently has over citizens.  
  
  5.  Photos of company employees.  This is absolutely absurd.  I am allowed to do what is legally correct in my own property.  EMD employees are outside of their employment trying to prove I took "pictures" of them.  Although in the very beginnig of these narratives, I mentioned that EMD told me EMD took pictures of my trash bins and property from outside my property.  I have NEVER taken a photo outside of my property line.  I water my plants inside my yard throughout the day.   This is just absurd.  
  
  6.  Waive the fee?  Really, in the first response to my complaint EMD provided a document that stated they would refund $27.56 of the 74.++ I paid on January.  They have created an invoice that was NEVER sent to me, WAS prepared in December (per their document) in which I cancelled my service in February.  How, in December could they have known that I was going to cancel my service in February, other than their shady performance.  

  Business Response

  Date: 05/14/2024

  This consumer has not paid us a deposit fee. Consumer's first invoice was in August 2012 and a copy of it is attached with this response. In 2012 we did not charge a deposit fee. Additionally, we provide consumers with information of when their payment is due and to please allow time for mailing of their payment.

  Customer Answer

  Date: 05/16/2024

  Complaint: ********
  
  I am rejecting this response because these employees at East Mountain Disposal (EMD) are in direct conflict with the new owners. I was phoned on Tuesday by the Governmental Affairs manager for ********* ***** ****** *** who informed me that they purchased East Mountain Disposal in April and are in the process of dealing with misconduct by current EMD employees. II believe ********* ***** ******* ***.(***) needs to proceed with this complaint against the company they purchased because the individual I spoke with on Tuesday confirmed that EMD has allowed employees to conduct themselves inappropriately and they are also being retrained to comply with the new company standards and ethics.  A member of *** will be phoning me on Friday 5/17/24 and I will inform that individual of the same behavior EMD employees continue to keep therefore ignoring the new company standards.

  Beyond the fact that *** has purchased EMD and will be cleaning up the messes at EMD, the response above does not even address the refund due to me.  Documents can be created by EMD at any time to state what they wish.  There is NO proof the documents provided to BBB are original or were sent in 2012.  I provided the information from my bank that they sent the check 7 days before the due date.   EMD chooses to deposit payments at the end of the month and that is outside the control of any customer or bank.  

  I request that the BBB resend my last response in addition to this response to EMD.  Obviously EMD's tactic of changing the subject and ignoring facts is a game that will no longer be tolerated by ***.  I expect the full refund I originally requested and nothing else is acceptable.  

   

   

  
  
  
  
  Regards,
  
  ******* ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer Answer

  Date: 06/10/2024

  This is the letter I received from the bank.  This is proof the check was mailed to them way before they stated they received it.  There is no LATE charge due.  

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair 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.

  Provider will not fulfill their duties of picking up my trash. That is the service I pay them for and they have not picked up my trash in several weeks. They blame the road or the weather but neither prevent them from doing their job. They will lie and say the road is bad when I can see the road and know its perfectly drivable and safe.

  Business Response

  Date: 02/04/2024

  We make every effort to safely provide the service . Our drivers make the decision about whether they can access locations . Mr. ***** road is on a cul de sac with northern exposure so ice remains there for long periods , and in any case service was provided more often than was stated .

• Initial Complaint

  Date:12/05/2023

  Type:Customer Service 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.

  This business refuses to communicate with their customers. I've been trying for over a week to contact them by all means to cancel our service because we sold our home and moving. Not one employee has returned the 4-5 calls or emails I've sent. I reached out to an employee on FB and nothing. We are at our wits end because they owe us our bin deposit and unused months of service within the quarter we paid for. What do we do with the bin? This is worst company and they should be shut down!

  Business Response

  Date: 12/25/2023

  This customer is not being truthful . We answer all phone messages  , so she apparently did not leave them . Her deposit , minus administrative fees will be returned to her after we are able to get our container back , which she finally did put out 

• Initial Complaint

  Date:05/10/2023

  Type:Billing 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.

  the business will not allow me to pay my bill and close my account. when sent a bill, we attempted to pay by check it was never cashed. we have been unable to set up automatic billing bc they refused to do it, also we get a different invoice number with each bill so we couldnt set one through our bank either. we attempted to call they do not answer. the one time they did call they yelled at me and threatened to cancel my account if i continued to leave messages then hung up without letting me speak. please! close my account! since then i have called every day multiple times a day for over a week with zero response. each time i clearly stated my name, phone number, and desire to pay and close my account. according to the other residential trash service in my area i cant start another trash service without first closing this account, it has now been 2 weeks since they have picked up my trash. ive never had so much trouble paying a utility in my life. my credit score is over 700, not paying bills is not something i have issues with.

  Business Response

  Date: 06/05/2023

  ******* & ***** ***** STARTED SERVICE WITH US 10/21/22.  THEY'RE FIRST NORMAL BILLING (JAN-MAR 2023 - DUE 1/15/23)  WAS PAID ON 1/26/23 AND WHEN CUSTOMERS PAY LATE, OUR OFFICE STAFF WILL ADVISE THEM THAT THEY CAN SET-UP AUTO-DEBIT WITH US OR HAVE THEIR BANK SEND PAYMENTS FOR THEM.  WE DO TRY TO MAKE IT EASY FOR OUR CUSTOMERS TO GET THEIR PAYMENTS TO US.  THE STATEMENT THAT WE CHANGE INVOICE NUMBERS SO THE CUSTOMER CAN'T PAY IS PLAIN SILLY - OUR BILLING COMPANY ASSIGNS THE INVOICE NUMBER, AND GETTING YOUR BILL PAID WITH ANY OF THE INVOICE NUMBERS PROVIDED WILL INSURE THAT THE PAYMENT IS APPLIED PROPERLY (ONCE AN INV # IS ASSIGNED IT'S PERMANENT TO THAT CUSTOMERS ACCOUNT).  WHEN MRS ***** STARTED CONTACTING US ABOUT PAYING HER BILL (BILL WAS DUE 4/15/23 AND SHE CONTACTED US THE FIRST TIME 4/28/23)  SHE LEFT RUDE MESSAGES - WHEN CONTACTED BACK, THE CONVERSATION BECAME QUITE NASTY - OUR STAFF TOLD MRS ***** THAT IF SHE CONTINUED BEING HORRIBLE THAT IT COULD RESULT IN TERMINATION OF SERVICES WHEN MRS ***** THEN CALLED US "NASTY BITCHES" AND THE PHONE CALL WAS ENDED.  SERVICE AND TRASH CART WERE THEN PULLED 5/5/23 FOR NON-PAYMENT.  

  WE DO HAVE THE VERY NASTY MESSAGES MRS ***** LEFT ON OUR ANSWERING SERVICE,  AND WE UNDERSTAND SHE DOES NOT WISH TO RESUME SERVICE WITH US.

  THANK YOU - ***** *******