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:09/27/2023

  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.

  This business has changed their billing and is now sending invoices every month over charging. No where on the invoice does it make clear that the billing is incorrect or that adjustments will be made. I have called and complained and discussed but no corrections have been made. The main issue I have with this is that it is making the billing very confusing and for elderly customers or others that don't understand they will be paying double what they actually owe. The invoices are due on the last day of the month. The invoices are being issued around the 15th of the month before the invoice due date and the business is showing a second charge AND charging a late fee on a bill that wasn't due yet. For example, my current invoice I received for the month of September is due on September 30th. I know I owe $130. I already sent my payment out but on September 18th they issued an invoice for October. It shows I owe $270, for the $130 due 9/30, the $130 due 10/31, a $5 late fee for September, even though the payment is still not due or late and a $5 late fee for August even though it says they received my payment on 8/26, before the due date but they added that late fee on 8/15 when they billed that month. It is very deceptive billing practices and they are refusing to correct it and "profiting" off the confusion they are causing customers.

  Business Response

  Date: 10/23/2023

  October 23, 2023 
  
  This is response to a complaint that you received from a customer of ours. I had explained to her how we do our billing. She has been a customer since 2021. I will send you a copy of what I had sent to her. We value our customers and I tried to explain to her how we do our billing. If you need for me to explain it to you please call or respond by email. We do hundreds of bills each month, I have explained to others how the late fee gets adjusted manually. Our system automatically charges a late fee when there is an open invoice. If we get a payment in before the end of the month, then we adjust off the late fee. Everyone else seems fine with it manually getting it adjusted off. 
  
  On Oct 4, 2023, at 11:26 AM, ******* ******* <**************@*****.com> wrote: 
  This is ******* at Real Disposal, please call to go over your billing. I'll send you what I'm looking at. If we get a payment in after we've done the billing we manually adjust off the late fees. For example we billed September on 8/17, we got your payment on 8/26, which was on time so the $5.00 late fee was adjusted off. We billed October on 9/18, we got your September payment on 10/2, so that $5.00 late fee was due. Please call to go over your account ###-###-####. Thank you. Copies to follow. 
  On Oct 4, 2023, at 11:45 AM, ******* ******* <realdisposalpa@*****.com> wrote: 
  We always do the next month's billing around the 18-20th of the month, the system charges the $5.00 if an open balance is on the account, if we get a payment in by the end of the month we have to manually go in and take out the late fee as you can see on the copy I sent you. Payments use to be due on the 20th of the month, we changed it lately to give you more time to pay so now due the last day of the month. We just got September's payment on October 2nd, so that one has not been adjusted. Where do you want the invoices to go? We have it going to PO Box ***, Corning NY.