Kippes Insurance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I been trying to terminate the contract since February 2016 due to a very bad service l went to the business office personally to complain and ask them how to terminate the contract at this time they. told me that my service was cancel that was their first mistake then I proof that my payment was made customer service supervisor. [redacted] told me that if l want to cancel the contract that day there was a cancelation fee . 88.78 or to wait until May the month before the next trimester to submit a letter to cancel the contract without the fee. On May 12 l returned to the business office to drop the letter. They infomed me that my service is been cancel and the equipment was already collected from my residence that is what it was showin in the cocomputer.That was their second mistake. I informed. them that there was a mistake because their containers still in my residence. that is why l agree with the cancelation fee until the prove who made the cancelation and when the cancelation was made. a soon as they give me a copy of the cancelation with the signture of the person who made the cancelation.will pay them for their service but they need to be fair with the customers. And their equipment is been outside my residence being ready to pick up. Thank you
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I feel that C-6 Disposal Systems is practicing unfair business practices forcing their customers to tolerate their poor customer service and unprofessional communication.  In addition, they are trying to mislead me so that they can force me to pay far more than my quarterly statement by using their terms to transfer their attorney and collection fees onto my billing along with their quarterly charge. To ensure this is CLEAR, I am NOT cancelling my services with C-6 so that I could incur even more charges by them. If they cancel or retrieve my trash cans, I will use this message as my proof that C-6 wrongly cancelled my services at [redacted]. I will terminate my services with them as they are demanding in June 2017 and my cancellation letter has already been received by them as stated in a previous message from C-6 to Revdex.com.I ask that Revdex.com re-evaluate their A+ rating of this company so that consumers know the TRUTH about this company. I ask that Revdex.com consider the public ratings coming from Google (over 90 responses), Yelp reviews, and all other reviews on the Internet so that the Revdex.com rating mirrors the dissatisfaction that consumers are expressing. Thank you Revdex.com for your time and effort in attempting to assist me in resolving this matter.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Per there response of the times I have contacted them is correct, I have told them that for the amount I pay and is for four times a month, I am paying for other customers trash. I am one single person and don't have trash bids that fill up till at most for twice a month pickup They don't have any respect for the elderly and as for me yelling at them, its because they have very rude customer service people working for them. They also never have the manager in charge to speck to us customers because seems that run the office them self's. I don't understand if our address is in the San Antonio city limits, we have to hire our own contracting company to pick our trash . Please advise me how I may address this issue with the City. If there is no resolution to help me, I would appreciate some one to tell me the steps I need to follow with our officials of the city.   
Regards,
[redacted]

Please see the: account statement, contract confirmation, and the terms of the agreement. The terms of the contract outline the cancelation policy, liquidated breach, and other items mentioned. The customer agreed to the terms. If a customer wishes to cancel the contract before the term, we will...

accept the cancelation in writing, but the additional three months of liquidated breach fees will be charged to the account. If you wish to cancel early please contact our office in writing at [redacted]. We will schedule the equipment for final, and send a final statement once everything has been closed out. Thank You.

Ms. [redacted] is being less than candid in the explanation provided on the complaint form. C-6 operates under service agreements for the protection of both the customer, and the company.Ms. [redacted] elected not to fulfill the terms of the agreement, even after being reminded of the...

liquidated breach fees. We made several attempts to collect our equipment, so that portion of the balance could be credited, but Ms. [redacted] refused to return the items when our Field Supervisor arrived at her location.  She wrote the complaint to the Revdex.com in an effort to use them as a vehicle to force C-6 to agree with her complaint, and concede to her demands. We have operated within the terms of the agreement, and the balance of 353.88 (276.47 + collections fees) is due & payable to our outside collections agency, Account Services. They can be reached at [redacted] to resolve this matter. If Ms. [redacted] will agree to place our equipment out on Friday June 17th, 2016 no later than 7:00am our truck will come by to collect the units, and a credit of 194.85 will be issued towards the balance, bringing it down to 159.03.

Please see the attached GPS reports. Our driver was at Just Kids Christian Learning Center at 7:42am on Wednesday June 22nd. The driver called in to report the container was blocked, however the call data tracking report reflects our dispatch department failed to contact the customer...

requesting the cars be moved. If the call would have been made, allowing the customer 5 minutes for resolution, revisit to the site would have required an additional charge. Mr. [redacted] used so many curse words when speaking with our customer service representative, we were forced to disconnect the call. Since company policy was not adhered to our driver went back to the location (at no additional charge) on Saturday June 25th at 8:02am to service the can, and clean the debris. This matter is considered resolved. In the future please ensure C-6 has access to the equipment for service. Additionally, during future conversations with C-6 personnel Mr. [redacted] should refrain from using vulgar language.

We were unaware of an issue on this account, as the customer has not contacted our office since 04/20/15. As of this morning the customer still owed a balance of 44.31 on the account. Subscriptions for automatic payments are set up & maintained by customers; because there was still a balance on...

this account we would not have canceled the 19.50 monthly payment until the account was paid in full. Customers are required to provide move documentation (ex: lease agreement, HUD statement, etc) proving they moved out of our service area, otherwise the contract transfers. The move documentation was not provided by Ms. [redacted] when the account was closed. However, our office went online to Bexar County Appraisal District this morning, and verified the address given at [redacted] was purchased in April. A liquidated damage fee credit was issued to the account, and the new account balance is -57.61. Check [redacted] is being mailed today for this amount, and the subscription was canceled by our office.

Complaint: [redacted]
I am rejecting this response because: I paid $75 40 for the next 3 months plus the reinstatement fee. I then cancelled 2 days after payment. That payment was for november, december, january trash collection. Since I paid then recieved no services that is a breach of contract by the company. The most that should have to pay is the $20 fee for the cancellation. 
Regards,
[redacted]

Please see the attached sign up sheet reflecting where the terms were accepted, the sample sign up form, and the actual terms. We did have two verified misses over the course of 29 weeks of service. Two credits were issued to the account, 2.50 each, and a service order was issued to clean up...

all the debris as well on the second miss. Two services per week, multiplied by the number of weeks would be a total of 58 services. Even though two services were missed initially by our driver C-6 still maintained a 97% successful collection ratio. Since this does not drop below our 95% standard, the customer was in breach when he canceled the agreement. The balance is 86.94, and is due & payable immediately. Thank You.

Complaint: [redacted]
I am rejecting this response because:The recycle bin was on the street from Sunday, December 27th, as a neighbor thought it would be picked up on Monday, December 28h.  It is still on the street, full.
Regards,
[redacted]

C-6 offers the option for customers to manage their own reoccurring billing through our website. For security reasons these are: maintained, updated, and overseen by the customers themselves. The debit mentioned by the customer in the complaint was not a return. Rather, the charge was a decline for...

the card on file dated 01/01/16 (please see the attached printout from our online terminal). Additionally, please see the payment made on 02/25/16 by the customer for 90.00 was processed utilizing a different card. While our agreement outlines a 25.00 reinstatement fee charge, should a customer surpass 45 days outstanding on a net 10 invoice, it is our policy to extend a onetime courtesy credit for this fee on the first occurrence of being late. This customer already received the onetime credit, so an additional credit will not be issued.C-6 trains & empowers our customer service staff to respond to all types of calls, including late/delinquent payment issues. They have the latitude & autonomy to make decisions, and answer questions like these on the company’s behalf. The resolutions offered by all C-6 representatives handling the matters with Ms. [redacted] were done in accordance with company policy & are not subject to change.Thank You.

None of the information provided change the terms of the agreement between our firm & the customer. C-6 does not respond to Google, Yelp, Yahoo, etc. reviews, as websites like these have no pre-requirements for user submission. Additionally, C-6 does not use competitors as a template for how we operate our business.The other items were addressed in our original response.

C-6 requires all transfer of service requests to be made in writing. This helps to ensure information is relayed accurately. The written transfer of service was received on June 16th 2016 at 11:26am (please see the attached confirmation). While we understand the customer did not have internet...

access, customer service staff can help customers in the office Monday through Friday from 8:00am – 5:00pm. Our customer service representative reached out to Mr. [redacted] Monday morning to confirm the dates for the equipment pickup at the old address, and equipment delivery at the new address. During this conversation Mr. [redacted] advised he had already signed up for services with another trash provider. After reviewing the account our customer service representative reminded him that since he was moving into an area where service is provided by C-6 the contract would be eligible for transfer, and their election to cancel would result in liquidated damages (please see attached contract terms). He advised us he didn’t care what we did with the cans, was going to stay with the other provider, and hung up. Mrs. [redacted] called in a short time later demanding to speak with a Supervisor to discuss the liquidated breach fees. C-6 empowers, and trains, all customer service representatives to handle calls like these. Since the customer service representative had followed all company policies, and the terms of the agreement, there wasn’t a need to escalate the call. Mrs. [redacted] advised her she was on her way to our office, and hung up the phone. When Mrs. [redacted] arrived she was immediately disruptive, screaming at our staff. The attempt to bully our customer service team into conceding to her demands, was met with the repetitive explanation of contract terms, and the reminder C-6 was a place of business. Mrs. [redacted] is no longer allowed on C-6 property. The police will be called immediately should she elect visit our site again. The customer’s bins were inadvertently picked up on 07/15/15. They were returned on 07/17/15, and a credit was issued to offset the trouble. The customer did have non-payment issues on the account, but only one other service issue was reported from 08/01/13 – 06/22/16. With three times per week service, approximately 452 services would have occurred during the customer’s time with C-6 Disposal. The final statement is attached reflecting the final balance of 249.99. We attempted to final the equipment yesterday at 5:09pm from [redacted], but the carts were not out (please see attached GPS report). Since we were unable to collect the equipment the final invoice reflects equipment fees, liquidated damages, an adjustment for the prorated remainder of the quarter, and the final fee. If our truck is able to get the containers by end of business today, an adjustment will be made to the account for the equipment costs. The balance on this account is due on, or before, July 7th 2016 to avoid further collection fees, and activity.

Complaint: [redacted]
I am rejecting this response because: they've not responded to my concern on why 1. whatever contract they said I signed should be binding on me when they violated the contract by changing my collection days. 2. why they sent me another balance after they told me the total amount owed to closeout my account was $112.67.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will accept the credit for the 26.59 and continue with the service until the contract end date of Sept. 20th. This serves as notification for cancelation of service ending Sept 20th, 2016.  Also if a customer asks for manager I think one should be available to speak when the operator is unable to handle the call.     
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The cart was not overloaded(described as weighing over 150 pounds) as the lid was closed on the receptacle. If it was over 150 lbs then I would like to see the device used to measure the totter and its contents. In regards to the trash can being "flipped upside down" that is not true as I have witnessed the trucks only lift the receptacle in air enough for the contents to potentially slide out vs fall out upside down. At this point, it is clear that this business doesn't take responsibility for their services as I was warned before choosing them. 
Regards,
[redacted]

Our company trains & empowers customer service staff to respond to all types of calls. They are given the autonomy, and latitude to make decisions, and provide answers to account matters like these. The resolution was in accordance with company policy. C-6 Disposal generates and mails invoices...

at the beginning of each calendar quarter. The mailing address we have on record is [redacted], and it has not been altered since the start of the contract in 2006. We had a slight increase in reports of invoices not being received in the Helotes area this past quarter, but C-6 cannot control the delivery of the mail. We normally apply a one time courtesy credit to a customer's account; the courtesy credit was given last quarter. In light of the recent increase, we will concede to apply one more credit to the customer's account in hopes of resolving the matter. Once the check is received the customer's account will be taken off of suspended service.