Complaints

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• Initial Complaint

  Date:07/10/2024

  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.

  This Transaction was for a dumpster rental. We were surprised by a additional charge for a overage that occurred. We let them bring the dumpster a day early and pick it up a day later because it was better for they're schedule. We were told there would be no additional charge for that and not to go over the line that was on the dumpster so we didn't. They were also told what was going in the dumpster and no mention of any extra changes was spoken. This was only a 20 yard dumpster! We were charged more than the rental itself. In addition! When we contacted them about this they were rude, and not willing to give our money back not even the days we were told No Charge. We were told in a email to do the Math! Very disrespectful and not good Business. We have all the texts that occurred between us. Very bad business and will never do any kind of business with them again. First we contacted the Attorney General to no avail. They suggested small claims court since they couldn't get anything resolved.

  Business Response

  Date: 07/10/2024

  The way our 20yd dumpsters work, is we actually deliver a 25yd dumpster and it has a line painted on the inside that designates the 20yd line from the 25yd line.  If you stay below the painted line, you only get charged for a 20yd, but if you go over the line you get charged for a 25yd.  Our 20yd dumpsters come with a 2.5 ton weight allowance, anything over 2.5 tons incurs an additional fee of $80/ton.
  
  
  ***************** booked a 20yd dumpster through our website on 6/10/24 for a 6/11/24 delivery.  The dumpster was booked with 2 extra days of service, so 3 days total.  I asked if the dumpster could be delivered late in the day on 6/10 and **** agreed, so the dumpster was delivered then.  When I dropped the dumpster, ****** wife, ****, was there and said they were getting a new roof installed and that shingles would be placed in the dumpster.  No problem, I set the dumpster and left.  On 6/12 I texted **** and asked that he make sure that they do not go above the 20yd line as the dumpster would be too heavy and that it would still be heavy at the 20yd ***** **** replied with a "thumbs up".  See attached text screenshots.  **** texted on 6/14, the day the dumpster was scheduled to be picked up, and asked when we would be there to pick up the dumpster.  I asked him if I could leave the dumpster there until the following morning for no extra charge and he agreed.  **** was never charged for any additional days.  He paid for 3 days of service at the time of booking and was never charged any additional fees for dropping the dumpster early or leaving it there an extra day.  You can clearly see on the invoice that there are 2 transactions that took place, the original order on 6/10 and when we charged for the overage on 6/17 - there were no additional charges for extra days, this is just not true.
  
  
  I picked up the dumpster on 6/15 at about 8:35am.  **** stated that they did not go over the 20yd line, which I confirmed that they did not, and I picked up the dumpster.  I knew when I loaded the dumpster on the truck that it was extremely heavy and I mentioned the weight to **** and told him that I would be in touch as I got in the truck.  I left their property and took the dumpster straight to the ************************ to be dumped.  The contents of the dumpster weighed ****** pounds (see attached Scale Ticket) which is 10,320lbs or 5.16 tons over the limit (5.16 x $80 = $412.80).  The "In" date and time stamp (6/15 @ 9:18am) on the scale ticket confirms that the dumpster was taken straight to the landfill from ****** property.  From there, I went back to the office and sent **** a text informing him of the overage and the additional fees and asked if it was ok to charge his card that was on file.  He called me shortly after I sent the text and stated that he was not aware of any overage fees and that all he was told is to stay below the 20yd line.  I explained our policy to him again and he told me to "do what I needed to do" and hung up.  Needless to say, he and his wife were very upset.
  
  
  I would encourage you to visit our website at www.barkersbins.com and view our dumpsters and pricing pages, as well as, go through the dumpster booking process.  I think you will find that our overage fees are clearly stated and advertised.  They are also clearly stated in the Service Agreement and on the invoice which both have to be agreed upon and electronically signed before you can place an order.  All of these items are attached for your review.  ***************** signed them on 6/10 @ 9:36am, which is also attached.  There was absolutely nothing shady or sneaky about the way we handled this dumpster, it is the way we do business everyday.  Also, I will say that we deal with hundreds of people a year and this is the first time that any of my customers have been this upset.  It is extremely unfortunate that they felt they needed to take it to this level and for whatever reason they feel that they have been "ripped off", but at the end of the day it is their responsibility to fully understand what they are agreeing to when ordering or purchasing a product online.  I never received a phone call, email, or text with any questions concerning overages prior to picking up the dumpster.  If there was any confusion, he could have reached out for clarification, but he never did so I had no reason to believe there was an issue or any kind of misunderstanding. 
  
  
  So, my response to this complaint that the weight limit was never disclosed and that it is misrepresentation on our part is completely bogus.  I think there is more than enough evidence to see that this complaint is not factual, but simply personal at this point.
  

  I would also like to say that I was never rude to the Hunts at any point, even when we were on the phone any they were threatening me (with a bad review) and swearing at me.  They just can't handle the fact that they are wrong and will not let this go!
  
  Please let me know if you need anything else from me, I will provide whatever necessary.
  
  
  Thanks