Complaints

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• Initial Complaint

  Date:08/18/2022

  Type:Order 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 would like to make a formal complaint about this company which is on going at this time. Back in December of 2021 a representative came to our facility (Sunrise Detox of Brentwood) to have a contract signed because a change of services and a new contract needed to be signed that there was no contract signed especially with the service change. The service from the company when we started with the company was a 2 yard dumpster for waste removal. As time went on there was more waste and we needed to upgrade the service so another 2 yard dumpster was added. I had been in contact with the company to find out if a contract was signed since we emailed the new contract to the corporate office since no one at the facility has authorization to sign. So because of a contract not being signed and on top of extra charges being implemented by the company we searched for services elsewhere. We then get a notice that we are in breach of contract and explained that we were told one was never signed which we never signed. We were told that the old contract was still in play. I spoke to the rep. and advised that we never signed the new contract and that if a new contract was made up especially with the change of service it should be that it voids the old contract. But they are in the process of suing the company we hired which is ****** and at this point have yet to serve us (Sunrise Detox of Brentwood) stating that they are suing us when they threatened to do that at the start of all this.

  Business Response

  Date: 09/06/2022

  I feel bad that the customer feels like they are being taken advantage of, but that is not the case. As I explained numerous times to the customer, *****, I am not the company who ******************** their cardboard waste removal.  We only provide service for their weekly trash.  He originally called me in December stating that he took over for the new location and no longer wished to do business with Tomco Waste, due to the fact that he was having too many issues with his cardboard removal service. At that point I told him that we had no idea of his need for cardboard service but that we would being willing to provide him with it as well if needed.  Once again he told me that he was not happy with the way it was being handled and decided to get his weekly trash and cardboard serviced through another waste removal company.  The original service agreement was signed by a *****, who I believe is *****'s manager or superior at the company.  The original service agreement was intended for weekly trash service at a smaller frequency and cost as not to "burden" a new company just trying to figure out what their new needs will be.  In the beginning we provided a 2YD dumpster for his company, that sat there and was used as a "on-call" service at a discounted rate.  After an extend period of time the customer than called to have his agreed upon weekly demand service begin,  we did not ask for any "back charges" for not starting service on the agreed service agreement dates.  A few months later ******* called stating she was in charge of the sites garbage and asked my office a for an increase in service, which we provided.  With and increase in service came an increase in cost which was agreed upon and paid monthly.   This went on for a little under a year and at that point called ***** with his questions about why he his cardboard was not being serviced.   When we found out that he tried to have another company under bid and tortuously interfere with our service agreement, we sent out a letter to both his company and the other waste removal company to inform them of our contract.  The other waste removal company and along with *****'s company (our customer) honored our contract, while ***** has not.  His company has begun to pay us for services we provide them and the other waster removal company has pulled their equipment off site.  As a family owned small business we take pride in helping other small businesses and start up companies as we did in this case. We discounted our initial rates and provide on call service rather then charging full price for monthly service.  We look forward to and will continue to provide exceptional service.