Advance Disposal, Inc.

Attached you will find the three invoices for services we have provided for Vanessa.  [redacted] is for the concrete dumpster that we delivered and was not an issue.  [redacted] is for the transportation of the dumpster and is the one that she has disputed with her credit card company.  [redacted] (the TN at the ends stands for tonnage) is for the disposal fees for the mixed load dumpster that she has paid. The charge back letter from Wells Fargo is also attached, along with the recording from when she ordered the mixed load dumpster. Please let us know if you need anything else.

Dear [redacted],First, let us apologize for the miscommunications that have occurred regarding your order with us for a mixed load 10 yard dumpster to be delivered to your residence on 3-19-2016.  We understand that miscommunications do occur, and acknowledge our fair part in this matter.Our first...

contact with [redacted] was on 2-25-2016 when she called to get a quote on a concrete dumpster and also on a mixed load dumpster.  She was quoted $285 for the concrete and $250 for the transportation on the mixed load dumpster and $35 for all tons.  [redacted] very clearly repeats back the price and agrees to it.[redacted] calls us again later that day, 2-25-2016 to order the concrete dumpster.  She does not need the mixed load dumpster yet, and explains she will be ordering it at a later date.  We schedule her for a Saturday morning delivery and she confirms the $285 concrete price.On 2-27-2016, [redacted] called us again to see if she needed to make a call to have us come remove the full dumpster from her house.  She is informed that is necessary and is scheduled for a removal on Monday 2-29-2016. Again she asks about the pricing for a 10 yard mixed dumpster and is told again that the price is $250 for transportation and $35 a ton for all tons.  Again she agrees to this price.3-15-2016 is when [redacted] places her order for a mixed load dumpster of dirt, concrete and grass to be delivered around 8 AM on 3-19-2016.  She is told that the price is $250 for transportation and $35 a ton for all tons.  She agrees to it.  This was mistakenly scheduled for morning on our scheduling software instead of by 8 AM.On 3-19-2016 at 9:16 AM [redacted] calls, understandably upset, because the dumpster has not shown up yet.  She explains that she has had workers on site since 7:30. We apologize, and locate the driver and where her dumpster is.  The driver was currently in route to her and about 20 minutes away.  [redacted] threatens to cancel because the dumpster has not shown up.  We offer to cancel the dumpster and she says that she will wait 20-25 mins to see if he will show up and will call back if he does not.  She is very upset.  She does not call back that day.3-19-2016 3:31PM [redacted]’s credit card is charged $225 (reduced from $250 because we were late) for the transportation.  It is our policy that cards are charged the day that a dumpster is dropped off so that we know that the card is working.[redacted] called on 3-21-2016 to schedule the removal of the mixed load dumpster placed on her property.  She does not sound upset at all and she again confirms the price of the mixed load dumpster at $250 and $35 per ton.  She asks if any tons are included and [redacted] tells her that there are not any included usually but that he can include two.  He did this because we had been late.  He informs her that we will be there in a few hours to remove the dumpster.The dumpster was removed from [redacted]’s property on 3-21-2016.  The dumpster was taken to Florin Perkins Disposal Site, was classified as clean fill, and weighed 12.18 tons. [redacted] calls her immediately from his personal cell phone to let her know the cost.  He tells her the total owed is $356.30 and [redacted] agrees to this this charge.  [redacted] tells the office that she has agreed and her card is charged $356.30.3-24-2016 at 9:10AM [redacted] calls and wants to talk to the billing department.  She is told no one is in the office yet and that [redacted] will call her back because they had been discussing it. She is very upset.  She explains that her card was charged for $700.  [redacted] questions this amount and [redacted] goes on to explain that her card was charged for $225 on 3-20-2016 (we reduced the charge for the transportation by $25 because her dumpster was delivered late), and for $356.30 on 22nd.  She states that this is not what her and [redacted] had agreed on that “I asked him if the $225 was included and he said no, $356(.30) is the total” She insists that he call her back immediately, threatening that she is going to call the bank and ‘place a hold’ on her account. [redacted] informs [redacted] that [redacted] is in a meeting and he will call her by 2PM.  [redacted] says that she cannot wait and is calling the bank now. [redacted] exclaims that she had an issue with us on the day of delivery and now this! [redacted] explains that this is just the dump fees, not the $225 for transportation, and this time [redacted] says that [redacted] said that $356.30 included the $225 for transportation. [redacted] tells her to do what she needs to do, and that [redacted] will call her back as soon as he can.  They both hang up.3-24-2016 12:16PM calls and doesn’t say anything.3-24-2016 12:17PM [redacted] calls again and [redacted] answers.  She asks if [redacted] is [redacted], she is informed that he is not, and [redacted] confirms her number and assures [redacted] that [redacted] will call her back as soon as possible. Later in the day on 3-24-2016 [redacted] calls [redacted] from his personal cell phone as soon as he is done with his meeting.  He does not have very good reception. He explains to [redacted] that $356.30 is the total owed for the dump fees.  She insists that he did not say that before and that he is a liar.  Things get heated. [redacted] says he’ll see her in small claims court if she does not want to pay.  They hang up.  [redacted] calls back again from his personal cell phone to try and negotiate.  He plays her the recordings of her agreeing to the price.  There are a few hang ups and a few times that the call is dropped due to bad service. Things get heated again. [redacted] refuses to pay what she has agreed to.  [redacted] is frustrated and explains he has two options of getting paid: placing a lien on her house, or taking her to small claims court. [redacted] insists still that she will not pay what she has agreed to.On 3-25-2016 We received this claim from the Revdex.com. Our office was closed on the 26th and 27th for Easter.On 3-28-2016: A charge back of $225 appeared on our bank account as pending.On 3-30-2016 after the charge back had posted, [redacted] called [redacted] to confirm that the chargeback was indeed from [redacted].  She was informed that yes it was, and that the bank had mailed a letter regarding it on the 27th.  [redacted] told the bank that she never received service and that service was not provided. We will be filing a dispute to this chargeback as service was provided and agreed upon.Overall, we made a mistake in our scheduling, and gave [redacted] three different discounts in an attempt to satisfy her:      The transportation cost was reduced from $250 to $225.2.      The cost of transportation, $225, was adjusted to include 2 tons of dump fees ($70 value).3.      The overloaded fees for the dumpster being over 10 tons (a standard fee we charge for any dumpster over 10 tons at $40 per ton additionally) of $87.20 was removed from her bill.Total discounts already given to [redacted]: $182.20.We feel that we have made every effort to communicate the pricing and cost of our dumpster to [redacted] and she confirmed that she understood the pricing on several occasions.She still contacted her bank and got a chargeback even though she said that she would not.  She has already received the $225 that she was wanting from us, from her bank. She has received $182.20 in discounts from us in good faith, trying to rectify a mistake we made.  The total cost for this dumpster should have been $763.40.  [redacted] has paid $356.30, which is only 46% of the total cost. This does not cover the cost we spent to deliver and pick up the dumpster, dispose of the contents of the bin, and the additional time for office staff dealing with this matter.We believe that we have done everything in our power to make [redacted] happy with our service and yet she still is not.Sincerely,Advance Disposal Inc.

First of all, all the pertinent calls regarding our agreement was over [redacted]s personal cell phone. It's amusing how he seems to leave that out of this detailed documented phone calls to the office. My issues are as follows1. [redacted] told me over his personal cell phone that the grand total was 356.30.2. I specifically asked [redacted] over his personal cell phone if that was in addition to the 250.00. He said " oh no, that includes everything."3. I never received an invoice for $225.00.  If [redacted] really had [redacted] call [redacted] on the 30th, they would have known that I canceled my dispute. [redacted] just needs someone from their office to call and respond to the reversed charge. [redacted]'s lack of character as a business man and the language he uses with women over his "personal cell phone," where it's not recorded, is a disservice to the consumer. Up to this point I've never owed money to anyone or had any bad markings on my credit, especially over $225!!!! This is why I canceled my dispute with [redacted]! [redacted] really needs to man up and admit to what he agreed to and the way he spoke to me over his unrecorded personal cell phone.

We have a detailed record of contact with this customer and recorded phone calls including the sales call.  She called 5 times during her order process and she talked to me, [redacted], [redacted] of advance disposal. She was very friendly on the phone and I have just listened to the...

recorded phone calls to refresh my memory. I did not set a time frame for the service, but told her the average time frame was 10 days, and that we would be "laid back" about it.   I never would have expected for her to want it or to keep it for 7 months. Her credit card payment was declined so we attempted to call her and email her and we got our last communication from her on 2-23 where she said in her email that her credit card was declined because of a bank issue,  she said "I will stop in with a cash payment when I return in 6 or 7 days"  We replied to her that she could just mail us a check and gave her our address.  This was the last we heard from her.  this was 2-23we have record of several other attempts to contact her,,,, 11 or more.   There was no response so we sent her to collections on 7-2.  This was a full 5 months later,,,,,,,,,,,and the dumpster is still on site.  You would think she would call or something with the dumpster still being there.  The facts are as follows: 1. in her own email to us she admits knowledge of her debit to me, this email was on 2-23 (7 months ago) 2. she stated a plan to pay me, within 6 or 7 days but did not follow through3. She did not respond to our emails or phone calls ( 11 recorded attempts made, several more went unrecorded) 4. we sent her to collections on 7-2 and send a pre-lien to attach the property and get paid. 5. we got no phone call, no email and no contact from her until we saw a negative review on [redacted] and a Revdex.com email about a complaint. 6. It is obvious that she knew she had a debit, but did not make any effort to call or contact us,  instead she decided to make slanderous comments on [redacted] and Revdex.com doing damage to my company.   7. the facts are clear,  she knew she had a debit to me but rather than call or address the issue she decided to post negative reviews and trash my reputation.  This is a very negative and destructive way to get my attention.  Hundreds of people have read her negative reviews and there is irreparable damage to my company due to her actions.   All of this because she didn't pick up the phone and call me,  my phone number is painted on the side of the dumpster and is 2 feet tall and 8 feet long.  She knew exactly how to talk to me but she didn't. Our standard fee for this size dumpster at the time was 275 dollars,  we gave her a discount to 200 dollars.  It's funny because in the recorded phone call where I sold her the dumpster she is so nice, and I even told her that I was giving her such a big discount that I would really make any money on it. I tried to be nice and this is what I got.  I wish I could post the whole phone call and sales process,  you can hear how hard I was trying to give her a good deal and this is how my kindness is returned. I am willing to discount the total debit from 1,463 dollars to 500 dollars plus whatever it costs in dump fees to dump the bin out,  if she is willing to post an apology on [redacted] and remove her negative comments where ever they are posted, including posts I have not found yet.  If we do not come to an agreement in the next 15 days I will lien the property for the full amount, remove the dumpster, and let the lawyers handle it. I didn't do anything wrong,,, I have the emails and phone calls to prove it, and I don't think I should have to bend over for a person who is willing to post negative comments online all over [redacted] and Revdex.com without even a phone call to talk about it.  She made no consideration for the damage that has already been done by these negative posts. [redacted], Advance Disposal Inc.

I am rejecting this response because:That is the initial recording from when the order was placed on 3/15/16. What I'm asking is for the recording you claim to have from 3/22/16  where I agreed to the $356.70 and $225. You conveniently can not provide me with it! In that call from 3/22/16 I askes if the 356.70 was in addition to $250, and you said no, that was the grand total. I had not seen the charge on my credit card for the $225 until 3/24/16. My credit card was charged on 3/20/16 and since it was a Sunday,  it didn't show up on my online statement until 3/22/16. I don't check my online banking everyday!! As far as the invoice for $225, this is the first time you've provided me with it. Anyone knows you can backdate any invoice to your convenience! Like I said in the last message, I canceled my dispute, but since it had already been processed all your office needs to do is respond to the dispute so they can release the funds. You should already know that since you claim to have called on 3/30/16. I'm not going to risk losing my good credit rating over $225!! Its funnt how you dance around the pertinent issues, but like I've stated before, you lack character!!!

Review: My experience with this company as far as their billing process/ customer service skills is certainly a disservice to me as a consumer. On 3/15/16 I ordered a dumpster to be delivered on 3/19/16 and was quoted as follows, $250 plus $35 a ton after the 2 ton included in said price. I had a commited time of 8:00 AM and the dumpster was not delivered until 10:00 AM only after I called twice to inquire where the dumpster was. lack of communication within the company on my delivery time should have given me a red flag as to how my order would be handled. The dumpster was picked up on 3/21/16 that went well.

on 3/22/16 I received a phone call from [redacted] and he went over my bill. the invoice I had in hand to referrence to he began to explain to me that the total amount of $443.50 included an overage penalty of $87.20. He explained that the 12.36 tons was such an extreme amount of weight that he felt bad because he could have saved me money another way, so he wanted to credit me the $87.20 to be on good terms, bringing my Total to $356.30. I spcifically asked him if that was my total balance for the dumpster fees, and he replied " Yes." Very generous??? NO! they ran my card twice for $225 and $356.30 totalling $581.30, not what we agreed upon. I received an invoice for a balance due of $356.30 not an additional $225.

I contacted [redacted] on 3/24/16 as to an explanation on these hidden charges of $225. All I received from him is his unprofessionalism and verbal attacks and threatening me to place a lein on my home for $225!! my first action was to dispute the amount with my credit card company, but that is not who I am and withdrew my complaint on the amount. I have come here as a consumer to reach a resolution for this company to refund me the $225 that was never authorized because I have no negative credits or reports against my person and I challenged [redacted] to produce "recorded" conversations where I auhorized transaction, I am yet to be given those recordings.Desired Settlement: I would like a refund on the non authorized amount of $225 and an apology from Justin for his verbal attacks over the phone.

Business

Response:

Dear [redacted],First, let us apologize for the miscommunications that have occurred regarding your order with us for a mixed load 10 yard dumpster to be delivered to your residence on 3-19-2016. We understand that miscommunications do occur, and acknowledge our fair part in this matter.Our first contact with [redacted] was on 2-25-2016 when she called to get a quote on a concrete dumpster and also on a mixed load dumpster. She was quoted $285 for the concrete and $250 for the transportation on the mixed load dumpster and $35 for all tons. [redacted] very clearly repeats back the price and agrees to it.[redacted] calls us again later that day, 2-25-2016 to order the concrete dumpster. She does not need the mixed load dumpster yet, and explains she will be ordering it at a later date. We schedule her for a Saturday morning delivery and she confirms the $285 concrete price.On 2-27-2016, [redacted] called us again to see if she needed to make a call to have us come remove the full dumpster from her house. She is informed that is necessary and is scheduled for a removal on Monday 2-29-2016. Again she asks about the pricing for a 10 yard mixed dumpster and is told again that the price is $250 for transportation and $35 a ton for all tons. Again she agrees to this price.3-15-2016 is when [redacted] places her order for a mixed load dumpster of dirt, concrete and grass to be delivered around 8 AM on 3-19-2016. She is told that the price is $250 for transportation and $35 a ton for all tons. She agrees to it. This was mistakenly scheduled for morning on our scheduling software instead of by 8 AM.On 3-19-2016 at 9:16 AM [redacted] calls, understandably upset, because the dumpster has not shown up yet. She explains that she has had workers on site since 7:30. We apologize, and locate the driver and where her dumpster is. The driver was currently in route to her and about 20 minutes away. [redacted] threatens to cancel because the dumpster has not shown up. We offer to cancel the dumpster and she says that she will wait 20-25 mins to see if he will show up and will call back if he does not. She is very upset. She does not call back that day.3-19-2016 3:31PM [redacted]’s credit card is charged $225 (reduced from $250 because we were late) for the transportation. It is our policy that cards are charged the day that a dumpster is dropped off so that we know that the card is working.[redacted] called on 3-21-2016 to schedule the removal of the mixed load dumpster placed on her property. She does not sound upset at all and she again confirms the price of the mixed load dumpster at $250 and $35 per ton. She asks if any tons are included and [redacted] tells her that there are not any included usually but that he can include two. He did this because we had been late. He informs her that we will be there in a few hours to remove the dumpster.The dumpster was removed from [redacted]’s property on 3-21-2016. The dumpster was taken to Florin Perkins Disposal Site, was classified as clean fill, and weighed 12.18 tons. [redacted] calls her immediately from his personal cell phone to let her know the cost. He tells her the total owed is $356.30 and [redacted] agrees to this this charge. [redacted] tells the office that she has agreed and her card is charged $356.30.3-24-2016 at 9:10AM [redacted] calls and wants to talk to the billing department. She is told no one is in the office yet and that [redacted] will call her back because they had been discussing it. She is very upset. She explains that her card was charged for $700. [redacted] questions this amount and [redacted] goes on to explain that her card was charged for $225 on 3-20-2016 (we reduced the charge for the transportation by $25 because her dumpster was delivered late), and for $356.30 on 22nd. She states that this is not what her and [redacted] had agreed on that “I asked him if the $225 was included and he said no, $356(.30) is the total” She insists that he call her back immediately, threatening that she is going to call the bank and ‘place a hold’ on her account. [redacted] informs [redacted] that [redacted] is in a meeting and he will call her by 2PM. [redacted] says that she cannot wait and is calling the bank now. [redacted] exclaims that she had an issue with us on the day of delivery and now this! [redacted] explains that this is just the dump fees, not the $225 for transportation, and this time [redacted] says that [redacted] said that $356.30 included the $225 for transportation. [redacted] tells her to do what she needs to do, and that [redacted] will call her back as soon as he can. They both hang up.3-24-2016 12:16PM calls and doesn’t say anything.3-24-2016 12:17PM [redacted] calls again and [redacted] answers. She asks if [redacted] is [redacted], she is informed that he is not, and [redacted] confirms her number and assures [redacted] that [redacted] will call her back as soon as possible. Later in the day on 3-24-2016 [redacted] calls [redacted] from his personal cell phone as soon as he is done with his meeting. He does not have very good reception. He explains to [redacted] that $356.30 is the total owed for the dump fees. She insists that he did not say that before and that he is a liar. Things get heated. [redacted] says he’ll see her in small claims court if she does not want to pay. They hang up. [redacted] calls back again from his personal cell phone to try and negotiate. He plays her the recordings of her agreeing to the price. There are a few hang ups and a few times that the call is dropped due to bad service. Things get heated again. [redacted] refuses to pay what she has agreed to. [redacted] is frustrated and explains he has two options of getting paid: placing a lien on her house, or taking her to small claims court. [redacted] insists still that she will not pay what she has agreed to.On 3-25-2016 We received this claim from the Revdex.com. Our office was closed on the 26th and 27th for Easter.On 3-28-2016: A charge back of $225 appeared on our bank account as pending.On 3-30-2016 after the charge back had posted, [redacted] called [redacted] to confirm that the chargeback was indeed from [redacted]. She was informed that yes it was, and that the bank had mailed a letter regarding it on the 27th. [redacted] told the bank that she never received service and that service was not provided. We will be filing a dispute to this chargeback as service was provided and agreed upon.Overall, we made a mistake in our scheduling, and gave [redacted] three different discounts in an attempt to satisfy her: The transportation cost was reduced from $250 to $225.2. The cost of transportation, $225, was adjusted to include 2 tons of dump fees ($70 value).3. The overloaded fees for the dumpster being over 10 tons (a standard fee we charge for any dumpster over 10 tons at $40 per ton additionally) of $87.20 was removed from her bill.Total discounts already given to [redacted]: $182.20.We feel that we have made every effort to communicate the pricing and cost of our dumpster to [redacted] and she confirmed that she understood the pricing on several occasions.She still contacted her bank and got a chargeback even though she said that she would not. She has already received the $225 that she was wanting from us, from her bank. She has received $182.20 in discounts from us in good faith, trying to rectify a mistake we made. The total cost for this dumpster should have been $763.40. [redacted] has paid $356.30, which is only 46% of the total cost. This does not cover the cost we spent to deliver and pick up the dumpster, dispose of the contents of the bin, and the additional time for office staff dealing with this matter.We believe that we have done everything in our power to make [redacted] happy with our service and yet she still is not.Sincerely,Advance Disposal Inc.

Consumer

Response:

First of all, all the pertinent calls regarding our agreement was over [redacted]s personal cell phone. It's amusing how he seems to leave that out of this detailed documented phone calls to the office. My issues are as follows1. [redacted] told me over his personal cell phone that the grand total was 356.30.2. I specifically asked [redacted] over his personal cell phone if that was in addition to the 250.00. He said " oh no, that includes everything."3. I never received an invoice for $225.00. If [redacted] really had [redacted] call [redacted] on the 30th, they would have known that I canceled my dispute. [redacted] just needs someone from their office to call and respond to the reversed charge. [redacted]'s lack of character as a business man and the language he uses with women over his "personal cell phone," where it's not recorded, is a disservice to the consumer. Up to this point I've never owed money to anyone or had any bad markings on my credit, especially over $225!!!! This is why I canceled my dispute with [redacted] really needs to man up and admit to what he agreed to and the way he spoke to me over his unrecorded personal cell phone.

Business

Response:

Attached you will find the three invoices for services we have provided for Vanessa. [redacted] is for the concrete dumpster that we delivered and was not an issue. [redacted] is for the transportation of the dumpster and is the one that she has disputed with her credit card company. [redacted] (the TN at the ends stands for tonnage) is for the disposal fees for the mixed load dumpster that she has paid. The charge back letter from Wells Fargo is also attached, along with the recording from when she ordered the mixed load dumpster.

Review: Awful! Do NOT DO business with them! There is a reason they are the cheapest! I got a dumpster in FEB. Told the male owner I needed it for months as we're redoing our house and I'm looking to keep it long term. I haven't heard from them since and next thing I know my $200 dumpster got sent to collections and now the collection company is telling me the bill is over $1000. When I first got it I lost my credit card and the payment got cancelled BUT I emailed them another one a couple weeks later, when I returned home! I just looked and they never charged it but seriously, they don't try to contact you? I AM STILL using their service Really? I STILL HAVE the dumpster and thought I was a customer. Either they keep horrible records or they treat their customers like crap. Now, I have to spend HOURS trying to rectify this. The collection company told me he was going to put it on my credit? I DON'T think so Seriously. What the hell is wrong with this Janky company!?Desired Settlement: I want the verbal agreement/contract kept. The $200 dumpster and removal fee as promised (unless I go over the weight, which I was quoted) and to remove me from collections. There is NO reason when I am a current customer and have the dumpster. I was promised usage of it until I was done with it and I would have NEVER rented it knowing they didn't mean it and also made no attempt to contact me after I sent an additional credit card number to their quick books email. I thought all was well.

Business

Response:

We have a detailed record of contact with this customer and recorded phone calls including the sales call. She called 5 times during her order process and she talked to me, [redacted] of advance disposal.