Advanced Disposal Services Solid Waste Leasing Corporation

After looking at Mr [redacted] 's account, we found a duplicate charge for a special pick up We credited the charge and responded directly to Mr [redacted] via email Mr [redacted] left me a voicemail telling me he was satisfied with the resolution

I have reviewed the account and want to make things right for this customer We will credit the remaining balance and refund the customer for one month of service due to missed pick-ups We strive to have great service and are disappointed that we have fallen short I will make sure the account is taken care of and the refund requested by the end of the week The customer should see a check in 4-weeks

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 really appreciate you reaching out to Advanced Disposal on my behalf, and I did hear back this afternoon on my way into work at 2:pm I spoke with Dawn at Advanced Disposal (her phone number was: ###-###-####) She was very understanding when I explained the situation to her, and she did apologize for the way it was handled She stated she would be crediting my account so there would be a zero balance on it, as well as make sure that there is not $fee associated with having my bins collected from the curbside She did state she would be contacting the Rochester office to speak with them regarding this case, as well I do appreciate your concern and efforts you made to have someone contact me back regarding this matter, and I am very happy with the results I appreciate all of your help, and the help I received from Dawn at Advanced Disposal Thank you and have a wonderful night.Sincerely, [redacted]

Mr***I have reviewed your accountThe balance remaining it from when w removed the containersI do see notes that you are not willing to pay this feeI will credit your account as a good faith measure, in hopes in maybe in the future you would return as our customer Thanks, Dawn
***

After reading the complaint, I researched the account and do see the invoice for container removal. When the customer was told that the charge would be waived, it had not hit the account yet. I apologize that the customer received the invoice prior to us removing the charge. Our
records show that the container was picked up on January 30, 2018. The remaining balance will be credited off the account

Initial Business Response /* (1000, 8, 2016/01/18) */
I apologize that the customer was given incorrect informationWe do not refund payments for extras that are taken by scrappers
Initial Consumer Rebuttal /* (3000, 10, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
AD's response of being "sorry" is certainly unacceptable! AD's employee clearly made a mistake and failed to give out proper information for me to make an informed decisionI will not go hungry because AD refused to refund what is rightfully mineHowever, I have a feeling AD will be the one going hungry/down due to its poor and fraudulent practicesI am so glad my city is no longer using AD!
Final Business Response /* (4000, 15, 2016/02/02) */
Our calls are recorded but only kept for daysUnfortunately, I can't go back and listen to the callThe person who took the call is no longer hereI apologize that she feels that she was given incorrect informationOur policy is to not refund for extras that are taken by scrappers
***copied and pasted from email

Advanced Disposal contacted the customer directly to take care of this matter.  Any charges have been removed from the account.

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 really appreciate you reaching out to Advanced Disposal on my behalf, and I did hear back this afternoon on my way into work at...

2:23 pm.  I spoke with Dawn at Advanced Disposal (her phone number was: ###-###-####).  She was very understanding when I explained the situation to her, and she did apologize for the way it was handled.  She stated she would be crediting my account so there would be a zero balance on it, as well as make sure that there is not $25 fee associated with having my bins collected from the curbside.  She did state she would be contacting the Rochester office to speak with them regarding this case, as well.  I do appreciate your concern and efforts you made to have someone contact me back regarding this matter, and I am very happy with the results.  I appreciate all of your help, and the help I received from Dawn at Advanced Disposal.  Thank you and have a wonderful night.Sincerely,[redacted]

I have reviewed the account and want to make things right for this customer.  We will credit the remaining balance and refund the customer for one month of service due to missed pick-ups.  We strive to have great service and are disappointed that we have fallen short.  I will make...

sure the account is taken care of and the refund requested by the end of the week.  The customer should see a check in 4-6 weeks.

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. Since I just received another invoice from them with an additional $5.95 fee for non-payment, this outcome is greatly appreciated. Thank you for help with this matter.Carrie [redacted]

After looking at Mr. [redacted]'s account, we found a duplicate charge for a special pick up.  We credited the charge and responded directly to Mr. [redacted] via email.  Mr. [redacted] left me a voicemail telling me he was satisfied with the resolution.

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.

All charges have been cleared from the account and the customer should receive no more notifications from Advanced Disposal.

Initial Business Response /* (1000, 5, 2016/01/05) */
I did take a look at the account. I do remember talking with you and at no time did you mention to me about you being upset about the container removal and asked me to waive it. This could have been talked about on the phone. You had mentioned...

you were upset the driver didn't stop and pick up your trash and he should have seen you because he made eye contact with you. I have waived the container removal charge in good faith. Billing was completed yesterday so you will be receiving an invoice in the mail, please disregard it.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called customer service and they told me we will have to pay the bill. Really?? I want a zero payment due bill sent to me asap.
Your response further shows your lack of understanding what professional customer service means...
Final Consumer Response /* (2000, 10, 2016/01/11) */
Final Business Response /* (4000, 9, 2016/01/11) */
On my last responses I did say we are crediting the removal charge.

First, I would like to apologize for the delay in response.  The complaint notification was caught in my spam.After reading the complaint, I researched the account.  The account had multiple credits and adjustments and I am not sure why the refund check was not processed in a timely...

manner.  I sincerely apologize for the delay in payment.  Please know that the check has been requested and we have asked that it be expedited.  We strive to have great customer service and are sorry that we did not meet the expectations.