Complaints

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• Initial Complaint

  Date:09/08/2023

  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.

  I contacted Maggio Environmental on 8/2/23 via the online request form on their website regarding a dumpster, The response time was quick, ***** the rep informed me how much it would cost for the size, and how long I can keep it. She also asked what type of items was going in it and where should the dumpster be dropped off. At no time was it stated to me or recommended that I should request for wood to be put under the dumpsters wheels to avoid damage to my property. This is the type of business they run, they have complete knowledge of this, and great customer service would be to inform customers rather it's an extra charge or not. On 8/21/23 I contacted Maggio I was done with the dumpster, and they can come pick it up. They picked it up the same day, however I could not be there because I had to work. When I arrived home that evening, I noticed that there was damage to my driveway in the areas where the dumpster wheels were. I called them early the next morning. spoke with ***** again, advised her of the situation and her response to me was "that can happen because of the weather", I asked well if you all know this you all don't put anything under the dumpster. She responds, "oh we only put boards if the customer request it", I replied well when I spoke to you to order the dumpster you never recommended or mentioned it. Her response "well we don't take responsibility for that and will not pay for it". I told her thanks for great customer service (sarcastically) that's something you should make customers aware of and ended the call. Then on 8/29/23 I receive a call from Maggio stating my dumpster was over the **** tons weight they give you so now I owe an additional $438.65 for the additional weight, i stated you all are just calling me after having the dumpster for how many days. She stated well we are calling to inform you that we will charge your card. I called them back and spoke to another rep to ask why it took 8 days to tell me my dumpster was over. She states the dumpster is weighed @ the pickup location; driver is not allowed to tell the customer the weight. The dumpster is then taking to the dump site and paperwork is processed. The paperwork is then sent over to billing and if it's over that is when the customer is contacted. I Stated to her "7 days anything could have been put in that dumpster once it left my property". What business does not leave an invoice the moment the work is completed or notify the customer immediately not days later. That is how a proper business is run. Her reply to me was that's what the process is.

  

  Business Response

  Date: 09/25/2023

  We are acknowledging receipt of the customer complaint. We will review our processes with regards to informing our customers more timely with overweight fees. I do agree that this process should be expedited more efficiently. 

  Regarding the wood underneath the container it is our policy to supply the wood per the customer's request, however again this is a process we will review moving forward to inform any customer calling for a container the option for wood.

  As a good faith gesture I would like to offer a $50 discount for any future containers this customer may need in the future as our only objective is to satisfy the needs of our customers. Thank you for your business.