J.P. Mascaro & Sons

July 22, 2015Dear [redacted] :Please allow this letter to serve as the response of JPMascaro & Sons (“Mascaro”) to Complaint No [redacted] As we discussed on the telephone, our Residential Billing Department came to a satisfactory resolution of the customer’s complaint by refunding the customer the overpayment by check dated June 30, 2015, which was cashed by the customer on July 6, I have attached copies of the cashed check and Mascaro's notes from the customer file evidencing the samePursuant to your request in your letter dated July 17, 2015, I have removed all information that personally identifies the customer.I trust that this will enable you to close out this matterIf you have any questions or concerns or require any further information, please let me know.Very truly yours,Jason S

They toss the cans all over and leave them
In the street along with trash. Rude and unresponsive.

August 21, 2014Dear ***;We would like to thank you for again contacting our company, via your letter dated August 15, Please accept this as our second response, to the complaint aboveAgain, we are sorry to hear that *** still has additional concerns, and I will do my very best to again address each point herein.As you know, *** submitted an insurance claim for her damaged mailboxOur company gathered all of the information that was required for our insurance, and we submitted this claim to our commercial automobile insurance company, *** Insurance Company*** Insurance Company gathers and analyzes the facts to determine our company’s legal obligation on all commercial automobile claims.The facts gathered by *** Insurance Company were done so by: interviewing our driver & driver helper, interviewing *** & reviewing her written statement, reviewing the physical evidence at the scene, and inspecting our truck for damages & measuring for points of impact, reviewing the Police Report, and questioning about any unbiased eye-witnessesI will do my very best to answer each of *** ***’s concerns, in order, based upon the investigation stated herein.• Yes, our driver and driver helper deny any & all involvement in striking and/or damaging *** ***’s mailboxYes, *** affirms that she heard our truck cause the damage, and later clarified that she actually witnessed the event.• Yes, it is agreed by both parties that there is obvious damage done to her mailboxHowever, there is no paint transfer on the mailbox, which is typical if one of our red trash trucks or tires would have caused this damageThere was no damage anywhere to our truck that would be customary, had our truck struck another objectAnd, the distance that the mailbox was, from the roadway, would make it impossible for our truck to strike the said mailbox, unless we went up onto the curb, which would have left some sort of scuff or tire marking, of which there were noneUnfortunately however, in Pennsylvania, the “burden of proof rests with the claimant to substantiate both our involvement & our negligenceAgain, this burden, as defined by law, regrettably has not been met.• We completely understand that *** states that she was an eye-witness to this event; however, under insurance law, she is considered to be a “biased” witnessThis is defined as an 'interested' witness, which is one who has some kind of material stake in the outcome of the case and may not necessarily be an un-biased witnessThe claimant has the primary responsibility is to provide evidence to support his or her claim with unbiased facts and/or statements.• I spoke to *** ***, after speaking to *** ***, when she advised that *** allegedly said that our company would “attend to the damages”***, who has been handling his division’s claims for many years, advised that he did not comment on liability, and he did not agree to make any repairsHe advised that he only discussed that he would forward the information along to our Corporate Risk Management department, in a timely fashion, which he did.• Yes, we have a copy of the Police Report that *** filed, approximately three (3) weeks after the incidentUnfortunately, nothing on the Police Report, or their investigation thereof, contained any additional information that would point to our company being liable for *** ***’s mailbox damage.• Yes, we admit to being on the street on the day in questionHowever, *** is not a customer of oursTherefore, there would be no reason that we would need to be that close to the curb, that we would have struck her mailboxAnd, generally, when we strike a mailbox, more damage is typically done, due to the sheer size of our trucksAlso, it is typical that there would be some sort of paint transfer, from our truck, to the mailbox, when we are liableLastly, there is always a match between a point on our truck and the point of impact, on the damaged itemWe did not find such matching points of impact, during the investigation.• Finally, if we were to base our claims decisions on personal preference or emotion, we would pay every claimUnfortunately, there are established guidelines in all insurance claim investigationsWe offered a gesture of good will, without accepting liability, in an attempt to assist this kind woman, who truly believes that we are liableWe cannot accept liability for one claim, if the facts do not support payment/liability, without then accepting liability for all claims submitted to our company (our insurance company)Again, it would make my job much more pleasant & rewarding to be able to pay every claimant that submitted a claimHowever, there exist certain policies, procedures & investigation steps that must be taken on all claims, to ensure fairness to all parties involvedThis is standard across Pennsylvania, and it is standard with all insurance carriers.• We certainly apologize for all of the time, energy and effort that *** has spent on this claim adjudication processI sincerely hope that I have answered all of her questionsAgain, we genuinely understand her concerns.If this letter has not addressed all of your questions or concerns, please do not hesitate to call meThank you for your time in this matter, and we hope that your future encounters with our company will improve your opinion of us

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I am
rejecting the response because:
I am just as adamant as
*** Insurance claims the Mascaro denier driver is, that I witnessed in person
it was a Mascaro trash collection truck which hit my mailbox and knocked it off its postMascaro
confirmed (in a telephone conversation of May 22, 2014) that it had dispatched
someone to take pictures of the damage the very same day that I reported the
incidentIn case Mascaro did not provide this physical evidence, I attach
herewith three photographs that I took after the event, to show the mailbox is
off its post, the mailbox body is dented and scratched, and the crossbeam that
previously attached the box to its post is brokenI don't know what physical
evidence one needs aside from the fact that the mailbox is no longer attached to
its post
Immediately following the
event and the report of it to Mascaro, I contacted my daughter to tell her that
an amazing event just took place, i.e., on my way to collect the day's mail, I
saw a Mascaro trash collection truck whizz by my house and knock off the curbside mailbox
It went by too quickly for me to set chaseWhen she asked me if I reported the
incident to Mascaro, I told her that I did, and told her how amiable the
customer service representative was in acknowledging that the company will
attend to the damageTo my astonishment and great disappointment, reality did
not correspond to this initial amiabilityBecause of the subsequent
difficulties with Mascaro and with its insurer, ***, I filed retrospectively a
report with my local police department (copy attached)
The Mascaro trash collection truck was in my street when I said the event took
place, and indeed Mascaro confirmed that its truck was in my street when I said
it was because, it identified a driver whose truck was on my street at the time
I indicated the mailbox was knocked ofcordingly, I expect the Mascaro company, or its
insurer, ***, to
step up and take responsibility for restoring my mailbox to its rightful and
functional placeIndeed, as the response of 7/25/from Mascaro notes,
there was what is termed, “...a gesture of good will...” Why a gesture of good
will if culpability is denied? And, why bargain over the extent of the cost of
repairs? I am sorry I do not have the smarts of a public relations department to
help me compose a charming letter and toot my own horn in response to both ***
Insurance and Mascaro, but neither am I in the habit of making excruciating busy work for myself or
othersThis problem has taken up a great deal of my time, has created a lot of
stress for me, upsetting my piece of mind and mental well being, and resulted in
an avalanche of soaked mail when it rainsI want an end to it, with my mailbox
sitting again securely on its post, where it was perfectly happy before all of
this happenedNote: I want this communication to serve both as the response to ***'s letter in Revdex.com's message of 7/23/and to Mascaro's letter in Revdex.com's message of 7/25/

J.PMascaro is by far the worst company for trash removal in existenceThey come once a week and then select what they want to take from my trash, leave cans full, throw them in the street, and dump the trash everywhereWhen I call to complain I get nothing but limitations or told that I'm wrongI'm not sure what their definition of BULK TRASH is but in mine its a lot not three cans maximum, and if you put a fourth they wont take it or rummage through it and select what they want to takeAgain once a week is when they come if it was two sure I could see limitations but I guess they want you to just piles of junk on your property and put out one can a week that they probably still wont take because they are garbageYour job is not that hard yes its gross but then go work at M*** if you want to inconvenience people that muchI hope JP Mascaro goes bankruptI pay taxes for this terrible company to take my money and not provide a service !

This company really needs to reevaluate their employeesHow in the h*** do you collect trash from certain homes??? Bad enough, you guys didn't collect the trash on schedule around the 4th of July, already being days late, but when you finally do, there's still trash in my neighborhood!!! This trash had been here for over a damn week!!! Since it's full, I have to store week old trash in my house alsoThen being that ANYONE can feel the need to empty their garbage into my can, food exposed, alcohol containers, etc, there's *** maggots, flys and everything else escapingThis is UNACCEPTABLE!!!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed
Complaint: ***
I am rejecting this response because:
The company refuses to accept the responsibility for it's driver's actions. I do not wish to continue the exchange of claims and counterclaims that apparently is the process here. As I do not have the resources for legal counsel, please note that the company's responses are not acceptable to me, the outcome of the complaint is not satisfactory, therefore my complaint remains unresolvedRegards,
*** ***

July 22, Dear ***,This responds to your correspondence dated July 11, 2014, regarding the referenced matter*** thanks you for this opportunity to respond.After thoroughly reviewing the facts and circumstances surrounding this loss, the following has been
confirmedThe date of the alleged loss is reported to be May 14, *** received the loss notice on May 22, 2014.Upon receipt of the loss, a thorough investigation was completedAs described by ***, it was reported that a JP Mascaro & Sons truck struck her mailbox which resulted in the claimed damagesAs part of our investigation, we secured our insured’s driver’s statement, secured ***’s version of the loss and reviewed the physical evidence.In interviewing our driver, it was confirmed that he is adamant that there was a lack of contact with ***’s mailboxIn addition, the loss scene lacked any physical evidence to support that our insured’s truck had struck the mailbox and there are no independent witnesses to confirm the alleged events.Based on a lack of independent witnesses as well as physical evidence, we have respectfully denied ***'s claim for damages.If you have any additional questions or concerns regarding this matter, please contact Claim Team Manager, *** ***, at ###-###-####, ext5320.Very truly yours,

July 22, Dear *** ***:
Please allow this letter to serve as the response of JPMascaro & Sons (“Mascaro”) to Complaint No***As we discussed on the telephone, our Residential Billing Department came to a satisfactory resolution of the customer’s complaint
by refunding the customer the overpayment by check dated June 30, 2015, which was cashed by the customer on July 6, I have attached copies of the cashed check and Mascaro's notes from the customer file evidencing the samePursuant to your request in your letter dated July 17, 2015, I have removed all information that personally identifies the customer.I trust that this will enable you to close out this matterIf you have any questions or concerns or require any further information, please let me knowVery truly yours,
Jason S

From: [redacted]<[redacted].com>Date: Mon, Dec 7, 2015 at 10:28 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]> Regarding the complaint...

below # [redacted] The company resolved the issues today (12/7/22015). I am not sure how to close the complaint. Thanks-[redacted]

8/21/2014
Dear [redacted]Upon receipt of your letter in reference to ID # [redacted] ([redacted]) service address [redacted] Pa. which is in a Borough that we currently service, I have reviewed the chain of events that have generated this concern... apparently the resident...

called in stating their boxes were all over their property and that their trash was missed, our dispatch office relayed to the resident that our trucks have not been to their street yet, the resident claimed that the truck was through the area ... Our dispatch office put the resident on hold in order to confirm with the street supervisor, his response was that the truck has not gone through as of yet and that he would follow up after they did. Dispatch office attempted to re-engage the conversation and the resident was no longer on line. Later that afternoon the street supervisor did advise dispatch that the resident was serviced.After we received your letter from our corp. office 8/20/2014 we sent a supervisor to verify our original report that the resident was indeed serviced... We additionally contacted the Borough who stated they did not receive a call from their resident, I have enclosed a photo of the address in question as of 8/20/2014 Hopefully addressed your concerns.
Al C
J.P. Mascaro

From: [redacted]
font-family: arial, sans-serif;"><[redacted].com>Date: Mon, Dec 7, 2015 at 10:28 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]> 
Regarding the complaint below # [redacted]
 The company resolved the issues today (12/7/22015). I am not sure how to close the complaint. Thanks-[redacted]

July 22, 2015Dear [redacted]:Please allow this letter to serve as the response of J. P. Mascaro & Sons (“Mascaro”) to Complaint No. [redacted]. As we discussed on the telephone, our Residential Billing Department came to a satisfactory resolution of the customer’s complaint by refunding the...

customer the overpayment by check dated June 30, 2015, which was cashed by the customer on July 6, 2015. I have attached copies of the cashed check and Mascaro's notes from the customer file evidencing the same. Pursuant to your request in your letter dated July 17, 2015, I have removed all information that personally identifies the customer.I trust that this will enable you to close out this matter. If you have any questions or concerns or require any further information, please let me know.Very truly yours,Jason S.

Review: A J.P. Mascaro trash collection truck whizzed by my house in the early afternoon of May 14, 2014 and knocked off the curbside mailbox from its post. I witnessed the event as I was on my way just then to collect the day's mail; and, based on the information I provided in my report to Mascaro, a driver was identified as having been in my street at the time of the event. Both the mailbox and the anchoring hardware are damaged so that a new mailbox and the anchoring hardware need replacement, as well as the cost of labor to mount the box back on its post. After many contacts with representatives of Mascaro and its insurance company, [redacted], between May 14 and now, the bottom line is that my claim is not recognized because the denial of the culprit driver appears more trustworthy than my witness account. This is most egregious and not to be believed. Am I to carry a camera every time I go for my mail?Desired Settlement: The cost of restoring the mailbox, both parts and labor, is $336. I request that Mascaro reimburse me the cost of restoration so that I can go ahead with the repairs, or as a company, come out and do the restoration itself. I need to have a functional mailbox back at my curbside.

Business

Response:

July 22, 2014Dear **. [redacted],This responds to your correspondence dated July 11, 2014, regarding the referenced matter. [redacted] thanks you for this opportunity to respond.After thoroughly reviewing the facts and circumstances surrounding this loss, the following has been confirmed. The date of the alleged loss is reported to be May 14, 2014. [redacted] received the loss notice on May 22, 2014.Upon receipt of the loss, a thorough investigation was completed. As described by **. [redacted], it was reported that a JP Mascaro & Sons truck struck her mailbox which resulted in the claimed damages. As part of our investigation, we secured our insured’s driver’s statement, secured **. [redacted]’s version of the loss and reviewed the physical evidence.In interviewing our driver, it was confirmed that he is adamant that there was a lack of contact with **. [redacted]’s mailbox. In addition, the loss scene lacked any physical evidence to support that our insured’s truck had struck the mailbox and there are no independent witnesses to confirm the alleged events.Based on a lack of independent witnesses as well as physical evidence, we have respectfully denied **. [redacted]'s claim for damages.If you have any additional questions or concerns regarding this matter, please contact Claim Team Manager, [redacted], at ###-###-####, ext. 5320.Very truly yours,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I am

rejecting the response because:

I am just as adamant as

[redacted] Insurance claims the Mascaro denier driver is, that I witnessed in person

it was a Mascaro trash collection truck which hit my mailbox and knocked it off its post. Mascaro

confirmed (in a telephone conversation of May 22, 2014) that it had dispatched

someone to take pictures of the damage the very same day that I reported the

incident. In case Mascaro did not provide this physical evidence, I attach

herewith three photographs that I took after the event, to show the mailbox is

off its post, the mailbox body is dented and scratched, and the crossbeam that

previously attached the box to its post is broken. I don't know what physical

evidence one needs aside from the fact that the mailbox is no longer attached to

its post.

Immediately following the

event and the report of it to Mascaro, I contacted my daughter to tell her that

an amazing event just took place, i.e., on my way to collect the day's mail, I

saw a Mascaro trash collection truck whizz by my house and knock off the curbside mailbox.

It went by too quickly for me to set chase. When she asked me if I reported the

incident to Mascaro, I told her that I did, and told her how amiable the

customer service representative was in acknowledging that the company will

attend to the damage. To my astonishment and great disappointment, reality did

not correspond to this initial amiability. Because of the subsequent

difficulties with Mascaro and with its insurer, [redacted], I filed retrospectively a

report with my local police department (copy attached).

The Mascaro trash collection truck was in my street when I said the event took

place, and indeed Mascaro confirmed that its truck was in my street when I said

it was because, it identified a driver whose truck was on my street at the time

I indicated the mailbox was knocked off. Accordingly, I expect the Mascaro company, or its

insurer, [redacted], to

step up and take responsibility for restoring my mailbox to its rightful and

functional place. Indeed, as the response of 7/25/14 from Mascaro notes,

there was what is termed, “...a gesture of good will...” Why a gesture of good

will if culpability is denied? And, why bargain over the extent of the cost of

repairs? I am sorry I do not have the smarts of a public relations department to

help me compose a charming letter and toot my own horn in response to both [redacted]

Insurance and Mascaro, but neither am I in the habit of making excruciating busy work for myself or

others. This problem has taken up a great deal of my time, has created a lot of

stress for me, upsetting my piece of mind and mental well being, and resulted in

an avalanche of soaked mail when it rains. I want an end to it, with my mailbox

sitting again securely on its post, where it was perfectly happy before all of

this happened.Note: I want this communication to serve both as the response to [redacted]'s letter in Revdex.com's message of 7/23/14 and to Mascaro's letter in Revdex.com's message of 7/25/14.

Business

Response:

August 21, 2014Dear **. [redacted];We would like to thank you for again contacting our company, via your letter dated August 15, 2014. Please accept this as our second response, to the complaint above. Again, we are sorry to hear that **. [redacted] still has additional concerns, and I will do my very best to again address each point herein.As you know, **. [redacted] submitted an insurance claim for her damaged mailbox. Our company gathered all of the information that was required for our insurance, and we submitted this claim to our commercial automobile insurance company, [redacted] Insurance Company. [redacted] Insurance Company gathers and analyzes the facts to determine our company’s legal obligation on all commercial automobile claims.The facts gathered by [redacted] Insurance Company were done so by: interviewing our driver & driver helper, interviewing **. [redacted] & reviewing her written statement, reviewing the physical evidence at the scene, and inspecting our truck for damages & measuring for points of impact, reviewing the Police Report, and questioning about any unbiased eye-witnesses. I will do my very best to answer each of [redacted]’s concerns, in order, based upon the investigation stated herein.• Yes, our driver and driver helper deny any & all involvement in striking and/or damaging [redacted]’s mailbox. Yes, **. [redacted] affirms that she heard our truck cause the damage, and later clarified that she actually witnessed the event.• Yes, it is agreed by both parties that there is obvious damage done to her mailbox. However, there is no paint transfer on the mailbox, which is typical if one of our red trash trucks or tires would have caused this damage. There was no damage anywhere to our truck that would be customary, had our truck struck another object. And, the distance that the mailbox was, from the roadway, would make it impossible for our truck to strike the said mailbox, unless we went up onto the curb, which would have left some sort of scuff or tire marking, of which there were none. Unfortunately however, in Pennsylvania, the “burden of proof rests with the claimant to substantiate both our involvement & our negligence. Again, this burden, as defined by law, regrettably has not been met.• We completely understand that **. [redacted] states that she was an eye-witness to this event; however, under insurance law, she is considered to be a “biased” witness. This is defined as an 'interested' witness, which is one who has some kind of material stake in the outcome of the case and may not necessarily be an un-biased witness. The claimant has the primary responsibility is to provide evidence to support his or her claim with unbiased facts and/or statements.• I spoke to [redacted], after speaking to [redacted], when she advised that **. [redacted] allegedly said that our company would “attend to the damages”. **. [redacted], who has been handling his division’s claims for many years, advised that he did not comment on liability, and he did not agree to make any repairs. He advised that he only discussed that he would forward the information along to our Corporate Risk Management department, in a timely fashion, which he did.• Yes, we have a copy of the Police Report that **. [redacted] filed, approximately three (3) weeks after the incident. Unfortunately, nothing on the Police Report, or their investigation thereof, contained any additional information that would point to our company being liable for [redacted]’s mailbox damage.• Yes, we admit to being on the street on the day in question. However, **. [redacted] is not a customer of ours. Therefore, there would be no reason that we would need to be that close to the curb, that we would have struck her mailbox. And, generally, when we strike a mailbox, more damage is typically done, due to the sheer size of our trucks. Also, it is typical that there would be some sort of paint transfer, from our truck, to the mailbox, when we are liable. Lastly, there is always a match between a point on our truck and the point of impact, on the damaged item. We did not find such matching points of impact, during the investigation.• Finally, if we were to base our claims decisions on personal preference or emotion, we would pay every claim. Unfortunately, there are established guidelines in all insurance claim investigations. We offered a gesture of good will, without accepting liability, in an attempt to assist this kind woman, who truly believes that we are liable. We cannot accept liability for one claim, if the facts do not support payment/liability, without then accepting liability for all claims submitted to our company (our insurance company). Again, it would make my job much more pleasant & rewarding to be able to pay every claimant that submitted a claim. However, there exist certain policies, procedures & investigation steps that must be taken on all claims, to ensure fairness to all parties involved. This is standard across Pennsylvania, and it is standard with all insurance carriers.• We certainly apologize for all of the time, energy and effort that **. [redacted] has spent on this claim adjudication process. I sincerely hope that I have answered all of her questions. Again, we genuinely understand her concerns.If this letter has not addressed all of your questions or concerns, please do not hesitate to call me. Thank you for your time in this matter, and we hope that your future encounters with our company will improve your opinion of us.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed

Review: [redacted]

I am rejecting this response because:The company refuses to accept the responsibility for it's driver's actions. I do not wish to continue the exchange of claims and counterclaims that apparently is the process here. As I do not have the resources for legal counsel, please note that the company's responses are not acceptable to me, the outcome of the complaint is not satisfactory, therefore my complaint remains unresolved.Regards,

Review: The employees responsible for trash removal never took my trash this morning and continued to kick boxes over that I had out for removal. When I went to bring the trash bin in trash was scattered all over the sidewalk. Further more when I called their customer service department, the woman whom I spoke with was extremely rude and short with me. She continued to deny my claim and tell me that it must have been someone else that knocked it over, and that it was not her fault that my trash was missed. Then she hung up on me. I have never been so disrespected before in just trying to get information on why I now have to clean up the trash that I pay for to be removed weekly.Desired Settlement: I would like for someone to come by my house and remove the trash that is strewn all over the sidewalk and my front yard.

Business

Response:

8/21/2014Dear [redacted]Upon receipt of your letter in reference to ID # [redacted]) service address [redacted] Pa. which is in a Borough that we currently service, I have reviewed the chain of events that have generated this concern... apparently the resident called in stating their boxes were all over their property and that their trash was missed, our dispatch office relayed to the resident that our trucks have not been to their street yet, the resident claimed that the truck was through the area ... Our dispatch office put the resident on hold in order to confirm with the street supervisor, his response was that the truck has not gone through as of yet and that he would follow up after they did. Dispatch office attempted to re-engage the conversation and the resident was no longer on line. Later that afternoon the street supervisor did advise dispatch that the resident was serviced.After we received your letter from our corp. office 8/20/2014 we sent a supervisor to verify our original report that the resident was indeed serviced... We additionally contacted the Borough who stated they did not receive a call from their resident, I have enclosed a photo of the address in question as of 8/20/2014 Hopefully addressed your concerns.Al CJ.P. Mascaro