Ace Carting Corp

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below We have not received a refund from Ace yestAlthough they said they refunded us! Regards, [redacted]

To answer Mr [redacted] issue #1, Customer Service – Trash Collection Unfortunately there have been delays on the Trash route that Mr [redacted] is on due to weather and unforeseen truck issues We do call the customers to make them aware of the delay and typically we service them within hours There was a delay due to a snow storm in March of and our area was declared a state of emergency Our Corporate Management made the decision to cancel all routes for that day and the following day we would continue on regular schedule, servicing customers for the reminder of the week on their day but the customers that we could not service the day of the storm would be serviced the following week The Company felt that with all the issues and delays due to the snow storm, it was a more productive option to push one day to the next week then push every route in the off chance we had continued bad weatherAll customers affected by this were called to let them knowAll drivers are instructed to take any extra trash a customer might have due to any delays we have for any reason Customers can place the extra trash on the top of the can or in another container to keep it contained Issue #2, Customer Service – Billing/Collection Mr [redacted] did have an online bill pay account and it is something that is customer monitored and controlled Due to security, we have limited access and can only assist a customer but cannot make any changes that are sensitive such as update any credit card info If a customer has a payment rejected, an email is sent to the email they put on their profile to advise them On a couple occasions Mr [redacted] CC was rejected and an email notification was sent to him and instructed him to log on to make changes and to view and pay open invoices Mr [redacted] called in on multiple occasions and was given assistance with his online account – dates are 6/13/15, 4/7/and 5/10/2017(this day by both email and phone)We did our best to assist Mr [redacted] so he understood the online bill pay systems and recurring paymentsMr [redacted] called to cancel on 6/28/due to an unexpected delay that we had not had a chance to call all customers to adviseShould you need any additional information please do not hesitate to let me knowThank you! Katherine ROffice Manager Ace Carting a Waste Connections Company

We apologize for the service issues Ms [redacted] experienced The account has been closed, the dumpster removed, all necessary adjustments made and a refund has been issued

Weather was a factor in the service delays Ms [redacted] did speak to myself as well as the Site ManagerOne free month which will apply to April services is on the accountThank you

We are in receipt of the above referenced complaintHere is our reply to the complaint: [redacted] has had an account with us since In June of 2015, her account was closed due to non payment, the trash and recycling containers were removed - since they are the property of Ace Carting - and the balance sent to a Collection Agency to recoverIn August of 2015, [redacted] paid the outstanding balance and services were resumedWhen the services were resumed, a Recycling container was delivered, the trash container to be delivered soon afterAs agreed, [redacted] used the recycling container for both the trash and recycling while waiting for delivery of the trash containerOur service price is for trash pick upRecycling is currently a complimentary service we offerThe driver was aware that he would be servicing [redacted] with one container for the time beingThe driver resumed weekly pick in August of and this has been confirmed by the driver as well as [redacted] In December of 2015, [redacted] again had a service interruption due to nonpayment and in January of the account was closed as a result of the nonpayment, container removed and the balance sent to a Collection Agency [redacted] received a letter about her outstanding balance and called our office to dispute the balanceAt the time of the phone call there was some confusion about the account since [redacted] told the CSR who answered the call that she had not received a pick up at all since August, she had taken all the trash to the dump and that she should receive a credit for no service/ no canAt that time a delivery order was put in for delivery of the canAfter further review of the account, it was determined that [redacted] was not entitled to a credit since the driver confirmed he had been servicing [redacted] from August until she went on a service stop for nonpayment in December and the trash container was not to be delivered and the account to stay in collection statusThe most recent conversation with [redacted] was on Feb 10th and at that time she confirmed she had been getting picked up since August until the services stopped in JanuaryAttached you will find notes that provide a chronological record of activity on the accountThe balance [redacted] owes is valid and still with the Collection AgencyShould you need any additional information, please let me knowRegards, Katherine ROffice Manager, Ace Carting

There were service issues with this account that we were unable to resolve The customer is located at the end of a narrow road and at times the driver was unable to get down the road due to weather The account was reviewed many times to see if there was another way to service them but since it was a dumpster and not toters that can be wheeled out to a more accessible location, services were not consistent Unfortunately, due to that, Ms [redacted] cancelled services She was every other week services and credits / adjustments were issued as well as a refund mailed to the customerThank you

My Apologies to Ms [redacted] . At this time the account has been closed, cans removed, any necessary adjustments have been made and a refund has been issued. We are sorry that we had service issues due to the weather and that it affected the service provided.

Account has been closed and all adjustments have been madeKatherine

I personally spoke to Mr *** on 3/and discussed his bill as well as services issues An additional credit has been issued as stated in my last response as well as a rate decrease has been approved and effective for April (there is a pending rate adjustment credit on the account.) I apologize Mr *** did have service issues. Thank you

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept this responseI received a dollar credit on my bill and this was an issue that spanned over 2monthsI completely understand weather can be challangingBottom line is I still have to report to work when the weather is poor or I am held accountable for my actionsThat's all I am looking forThen to call business to rectify the situation on several occasions only to be treated rude giving excuse after excuseI contacted the cooperate office and was told would receive a call back the same dayTo date over a month now ,I still have to received a call
Regards,
*** ***

*** *** called us to inquire about trash services and his account was set up in our system on 10/3/His first pick up was to be 10/5/and the delivery of the cans was also scheduled (a different driver than the trash driver delivers the cans). We tell customers we will still
service them while they are awaiting the delivery of the cans if they have bags out - the driver is instructed to take bags on the first pick up. There were not bags out on 10/5/16. There was not other correspondence from Mr *** until 5/31/when he sent us an email advising payment had been made and he wanted to make sure he was picked up that day We did have some delays on 11/16/16, 1/25/17, 2/1/17, 3/15/due to weather issues that we notified Mr *** of. When there is a delay due to weather the customer is serviced with approximately hours from time of notification. The next correspondence we received from Mr *** was an email he sent to us on 8/28/advising us that he had not been picked up many times and we replied to him that we did not have a record of this and if the issue continues to let us know. The account was noted and a Work Order was done to the driver to let him know the customer had called about misses and to please be sure to service or to let the office know if there is an issue or if the trash is not out when the driver goes by (all customer are told to place cans out the night before their pick up day to ensure pick up)When the driver went by on 9/27/Mr *** cans were not out to service. Mr *** called us on 10/5/to let us know he was not serviced and he could not wait until his next pick up so we sent a driver back to service him. On 10/23/Mr *** went into Suspend status for non Payment. We made several attempts to reach him regarding the balance owed but received no call or payment from Mr***. A customer on Suspend status will not be picked up. On 11/15/Mr *** Status changed from Suspend to Pre Collect. Mr *** was serviced on that day despite his collection status as a driver courtesy. On 11/21/2017, Mr *** left a voicemail he is aware he is past due but “we never pick up” and he wants a credit. A credit was not approved after review of the account. On 11/28/Mr *** went from Pre Collect status to Collection status and assigned to our Collection Agency and a Work Order was done to remove the cans. Billing stopped and the account is closed. Mr *** balance owed that went to our Collection Agency is $96.16. We will not be issued any credits to Mr ***. Services were provided when cans were out and if services were delayed due to unforeseen circumstances, service was provided within approxhours. No credit will be applied to this account. Please let me know if there is anything additional you will need in order to close your file. Thank you. Regards, Katherine R. Office Manager Ace Carting Corp. A Division of Waste Connections Inc

Due to the past due nature of Mr ***'s account, collection activity was initiated and services suspended Mr *** was informed of his balance via monthly statements, a Yellow letter indicating the past due status and that there was to be a hold in services, a phone call on 2/advising of
the past due status and the possibility the containers would be removed, then finally a Red letter was sent 3/notifying of collection activity to beginPayment was not received until 3/and at that point the account was in the beginning stages of going to our collection agency and billing had been stopped When an account does to to Precollect, we require the balance in full The payment received was not enough to cover the past due balance. There is still an outstanding balance on the account but due to the misses Mr *** indicated, I will credit and $out the accountThank you

Due to weather and other unforeseen issues we had some difficulty servicing customers over the winter. Customers are called and advised of the delays an typically we send a driver back within hours to pick up any customers that we were unable to service. If we were still unable to
service within that hour period, we do our best to get back there before the customers next service day and if we cannot do that we make sure to take any trash the customer has on their next pick up(extra bags outside and/or around the can). Mr *** was affected by the issues and we did issue a credit as well as lower his monthly rate. Out routes are back on schedule now that the weather has brokenI will issue an additional week credit to Mr ***. A refund of $will not be approvedThank you

Due to weather we did have delays in trash services and unfortunately Ms *** was affected by the delays. We did send driver back out to pick up any customer missed if we were ableMs *** did cancel unfortunately. There was a credit applied to the account as well as a refund
issuedThe CSR she referred to will be informed of the complaint as this is not how we want out customer service to be perceivedThank you

We did have delays due to weather recently. Customers are typically serviced within 24 hours unless weather is still a factor then we try to send  driver back as soon as possible prior to the customer's next service day. If that is still not possible we take all the trash from the...

previous week on the next scheduled pick up day.  Unfortunately the weather did affect the service for Mr [redacted].  A credit has already been applied to his account. Other misses that I see noted on the account had to do with the payment status on the account. No additional credits to be issued. Thank you.

Weather was a factor in the service delays.  Ms [redacted] did speak to myself as well as the Site Manager. One free month which will apply to April services is on the account. Thank you.

There were service issues with this account that we were unable to resolve.  The customer is located at the end of a narrow road and at times the driver was unable to get down the road due to weather.  The account was reviewed many times to see if there was another way to service them but...

since it  was a dumpster and not toters that can be wheeled out to a more accessible location, services were not consistent.  Unfortunately, due to that, Ms [redacted] cancelled services.  She was every other week services and credits / adjustments were issued as well as a refund mailed to the customer. Thank you.

My Apologies to Ms [redacted].  At this time the account has been closed, cans removed, any necessary adjustments have been made and a refund has been issued. We are sorry that we had service issues due to the weather and that it affected the service provided.

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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is not true about me living on a narrow street/ road and that's why bv we couldn't be picked up.  First of all my husband plows our private road and driveway it was always clear.  And to prove this during this time that Ace didn't pick up our arbage we had a full log truck with a pup trailer deliver wood to our home without any trouble what so ever. Also, during one of my calls to Ace the office manager said herself and the manager of the truck drivers could not give me a reason why we weren't being picked up.
Regards,
[redacted]