Complaints

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• Initial Complaint

  Date:07/06/2023

  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.

  ************* who we pay $130 a month for that's supposed to come pick up every Thursday. They come whenever they want, but still charge full price. **************** is horrendous!!We have security cameras that record all day every day. They tell us they picked up, but they haven't. We tried to resolve the billing issue with the office but get nowhere. I can prove that we paid for service that we didn't receive. Absolutely ridiculous that they imply we are lying, even with video evidence saying otherwise!!

  

  Business Response

  Date: 07/14/2023

  To whom it may concern,
  
  The account I have for this address signed up and started the service 11/22. Prior to this complaint, we had only received one call on 4/6/23 regarding a missed pickup. We scheduled a missed go back as a courtesy to the customer for 4/10/23 at no cost.
  On 6/2/23 He called to change the frequency of the pickups. He wanted biweekly, stating they are out of town more in the summer. I changed the service and the price effective 6/1/23.
  On 6/7/23 we got a call from a woman (who appears to be his wife) stating we were over charging her on her bill. One of our agents tried to explain to her that the billing changes would show on the bill dated 7/1/23 for **** services but she didnt understand & was very upset. She told the rep she would be in the next day to straighten this out before she hung up the phone. I emailed customer on 6/29/23. She called again, with the same complaints about the **** bill. When the rep tried explaining the same thing we did previously she began swearing and saying she pays the ******** bill and we are overcharging her. She then ended the call and the rep escalated a ticket to my attention.  
  I immediately called the number on file & asked him if he got my email earlier that month. He responded yes I got it in a polite manner but then proceeded to curse and yell at me. I asked him to please not use that type of language with me that I was attempting to resolve this matter for him. He continued to yell and call our drivers f****** liars and that he has cameras in his yard. I told him I would not continue the call if he was going to yell and swear at me, but he was still yelling over me. I then told him I was going to end the call due to the aggressive nature and to have a great day.
  Out of the 3 calls that we got in ****, the customer never mentioned any problems with the service, as stated in this complaint. Also, we are not scheduled to be there every week, as they are every other week customers (since 6/1/23).
  Plese note I cannot attach copies of email and invoices here.
  
  Thank You,