Advanced Disposal Corporate Headquarters

[A default letter is...

provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

Below please find a summary of the customer issue.  9/30/2014 - Customer was invoiced for the service period of 10/1/2014 – 12/31/2014.    Invoice # S[redacted]78  (A copy Attached) 10/31/2014 – Invoice was due. 11/1/2014 – Payment was not...

received on the invoice - $5.95 late fee applied 11/15/2014 – Account was suspended for non payment of the 9/30/2014 invoice – customer had received service from 10/1/2014 – 11/15/2014. $25.00 Suspend Fee Applied. 11/20/2014 – Customer was mailed a suspend notice stating “This is an urgent notice that there is a balance on your account exceeding 45 days. ….Please remit your payment to avoid cancellation of your account and note that there may be additional fees applied to reinstate your account.”  (A copy attached) 11/28/2014 – Customer called ###-###-#### and spoke with a Customer Care Representative at 1:42 pm stating that she had paid $50.00 through her bank on her account.  She was advised to check with the bank and have the bank forward the information regarding the payment to our office. 11/28/2014 – Customer called ###-###-#### and spoke with a CSR at 2:37 stating that she did not pay the $50.00 as originally stated.  The Customer Care Representative informed Ms. Sparks that there would be a $25.00 reinstatement Fee and a $5.95 late fee.  Customer was upset and wanted an explanation.  The representative explained that the invoice was due on 10/31/2014 and that when payment was not received, that a $5.95 late fee was incurred.  The account was suspended 45 days from the original date of the invoice (15 days past the due date).  Customer had been serviced from 10/1/2014 – 11/15/2014 at this point.  Representative sent an email to the CSR Supervisor to call customer about $25.00 fee and informing her that the she was calling the Revdex.com.  11/28/2014 – Office Manager attempted to reach customer at the number given ###-###-#### and ###-###-#### – both numbers were wrong numbers and unable to reach customer.  Confirmed with representative that these numbers were correct.  After a review of the customer’s payment history, we had agreed to offer a one time waiver of the suspension fee on her account.  Unfortunately, we were unable to reach the customer by phone.  This one time Waiver has been entered for the customer.

The refund request of $73.17 was submitted.
 
Thanks,
[redacted]

Events – [redacted] was receiving free service due to we thought she was part of the town of [redacted] contract, she had an issue with service which caused us to look into it and we noticed that she was not in the system.  We notified her that part of the issue was that she was not in...

the system as a customer and I gave her pricing, she did not want to pay that amount and I gave her December free to decide what she wanted to do.  She cancelled service and then chose to go back with us after finding no one else to service, a work order was put in for removal and then not taken out after she decided to stay, therefore her can was removed.  This prompted the call and Revdex.com complaint about this issue. I talked to [redacted] on Friday 2/6/2015 and verified that we have her reinstated, and that her service day is on Friday.  She confirmed that she received her garbage can and also would like a recycle, I will confirm that we do recycle in her area and if we do we will deliver her a recycle toter, I will let her know either way.  I apologized for the miss communication and made sure she still has my number for any future needs. Thank you, [redacted] | General Manager

[redacted] has been contacted in regards to her complaint. Our operations team was contacted to have the containers removed today from [redacted] PA.   Complaint #10779002 has been resolved. Regards, [redacted]| Customer Care Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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] I DON'T AGREE WITH THE  RESPONSE, BUT CLOSE THE COMPLAINT ANYWAY. I WOULD LIKE TO SAY THAT I NEVER DID RECEIVE A CALL OR ANY MESSAGES FROM [redacted]. I DID HOWEVER RECEIVED TWO MESSAGES FROM MIKE AT ADVANCED DISPOSAL SAYING HE WAS CHECKING INTO MY ADDRESS AND LOCATION. HE ([redacted]) CALLED THE NEXT DAY AND LEFT A MESSAGE SAYING THAT THEY WERE WRONG AND COULD PICKUP MY TRASH, WHICH HE ALREADY KNEW FROM CUSTOMER SERVICE THAT I DID NOT WANT OR NEED THEIR SERVICE ANYMORE. I ALSO TOLD CUSTOMER SERVICE THAT I WOULD NOT BE HOME UNTIL AFTER 2:30 PM, TO RECEIVE ANY CALLS

Company's response below:[redacted]Please accept this response: Miss [redacted] complaint is accurate. ...

We did have service problems on 359 and I called her several times to discuss her situation which she was not able to return my call. Her address is right on the boarder of our stop service line but we can still pick her up on Fridays not Mondays. After her compliant Shane verified her location and said we can service  her.  Customer no longer wants to use our service and her refund check was sent out yesterday.

Met with [redacted] area of concern was the black top. The issue goes back 5 years, hard to verify if or to what extent we were responsible for. I did agree to a credit on her account for the frustration. She is also going to have the cans relocated to help in the future.   [redacted]

Our local management team has reviewed the Revdex.com complaint from Mr. [redacted]. The incident that Mr. [redacted] is referencing has been filed as an AIO Claim #[redacted] on 3/25/15.   The management staff has reached out to Mr. [redacted] and left a voicemail for Mr. [redacted] with contact...

information, both cell and office,  indicating that I would like to work at resolving the issue caused to his house by one of our trucks.   
[redacted] | Marketing Coordinator

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Please accept this response: This has been handled.

I received a call today from this customer’s property manager.  She had been billed in error because her association pays the trash fees.  I spoke with Ms. [redacted] and apologized first for us setting up her account incorrectly and second for collection calls that were made to her...

home.  I have entered issues to adjust off her balance.  During our call, she told me that she had contacted the Revdex.com this morning.  Please close out the case when you receive it.  Ms. [redacted] was happy to hear that I corrected her account and apologized for our errors.
[redacted]
______

The Supervisor went and met with customer. They submitted a claim to insurance.

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 10[redacted]7, and find that this resolution is satisfactory to me. 
Regards,
[redacted]
  Just an update to add. The trash / debris in question has been removed as promised. All is satisfactory on my behalf in reference to complaint ID 10326917. Thank you!

Company's response below:[redacted], Please accept this response for this...

complaint: All customers are billed in advance, this is common industry practice.  We have closed the account as of June 14, 2016 and he will be given a refund for the services not provided.  The bins have been scheduled to be removed. Thank you,[redacted] | Marketing Project Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 would like to add however that I wish this situation did not get out of hand the way it did. I should not need to report their business to Revdex.com for a request as simple as picking up their trash can from my property.  I had to ask atleast 6 people and only 2 out of them were nice about it and this is at a span of over 2 weeks.  Cuasomer Service reps should leave their attittudes at home.  I encourage them to listen to the recordings of these conversations I had with them and they can be the judge.  I want them to know that this situation was very stressful for me and it should not have to be this way.  Yes the person from operations that was tasked to call me apologized but the damage had already been done.  I ask that they train their staff properly to avoid anything like this from happening again. I thank you Revdex.com for your prompt assistance on the matter.  I hope Advanced Disposal can adjust things on their end with customer service.
Regards,
[redacted]