Advanced Disposal Services Solid Waste Midwest

The customer was contacted directly regarding this complaintWe were able to determine that someone impersonated *** *** using her credentialsThe old credentials were removed and new credentials were established with *** ***There were no privacy concerns related to this once we spoke about
this issue

We picked up all trash and recycling for this customer today. We did have two weeks in a row with severe ice issues and our drivers were doing their best to pick up all of the stops that they could safely reach. When Ms*** called in, she was offered a total credit amount of
$due to the missed pick issues she experienced. I apologize for the service issues and do not see this stop as being a service issue going forward. I also need to add that they found an error in her service address in our data base. I just wanted to let you know that has also been corrected. Thank you

Revdex.com:
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.The response given by them are things we already knewThey have not addressed the fact that the contract is misleadingIt is so misleading that there own billing department could not interpret itThey did not honor the contract that they produced until I had to make several phone calls to them
Regards,
*** ***

Unfortunately we were unable to provide the service Mr *** requested. We were unable to located the work order on our end. Bill Lewis (operations manager) called Mr *** today, July 3rd to discuss. He confirmed with Mr *** that the items were no longer in need of
a pick of a pick. The Village of Mount Pleasant picked them up, I confirmed with *** *** from the Village highway deptthat the items had been picked up and the resident was not charged for this service. We are sorry for the miscommunication.*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

On Thu, Oct 15, at 3:PM, *** *** *** wrote:My complaint has been settled.*** * *** *** ***

The response was received stating the stove was to be picked up 10/30/by the end of business day. As of this morning it was still sitting by the road. I contacted them and was told it would be picked up today as they had discussed it in their meeting this morning. They claimed they could not see the stove as it was dark. The stove is at the end of the driveway right along the highway and is white. We have a yard light so it is lit up and can be seen easily. As of 3:p.mthe stove is still sitting in the same spot. The person at Advance also indicated there people did not see it. We had been told previously they were having another company pick up as their men "could not lift it" Now we are being a told a new story again. I was told it would definitely be picked up today. They also indicated there were several trucks out today picking up items. I am at a loss as to why this is so hard to be done

Advanced Disposal purchased *** *** out of *** ** November, 2014. All former *** customers should have received a letter and notices along with several invoices explaining about the service provider change from *** to Advanced Disposal. During the change over,
payments received that belonged to *** instead of Advanced Disposal were forwarded to the correct company and visa versa. In looking at the Burdis’ account and bank payment history, *** received two of Advanced Disposal’s payments in error, but were not forwarded. I am getting the payments that belong to this account sent over and applied totaling $144.00. I contacted the collections team to verify that this customer’s credit has not been affected. They verified with our 3rd party collector that they do not report any residential customers to the credit bureaus. They ran a check on the names, just to make sure, and they have not been reported. They also put a stop to any collection efforts. I am having all service charges and suspension fees adjusted off totaling $75.95.I also looked at this customer’s service issues due to this error. I adjusted off $80.25 for three months of service for 2016. I would like to apologize for the payment application issues back in the beginning of taking over the service. Please feel free to call or email me with any other problems or questions and I’d be happy to help you

Advanced Disposal apologizes for the oversight and delay in return to retrieve the missed material. As of 3:50pm 8-31-a truck did retrieve the missed recycle materials. The miss has been addressed with the servicing crew so they are aware of the oversight and this will be avoided
going forwardThe proper handling of this type of instance is also being addressed with the Call Center staff, it will be used as a training topic to ensure that responses are completed and proper work orders are entered

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Good afternoonWe corrected our administrative fee billing error and issued a credit of $we also issued a credit for the price increase over the 7% $which are both listed on Mr*** contract. Total credit $which was issued on his
January bill which I have included here. The credit covers January's bill and has left another $to be applied to next months invoice. We have corrected his account so his rate is rolled back to $which his contract allows up to 7% increase after year one plus Fuel and Environmental fees. Which are also stated on the front of his contract, I have attached his contract also for your review. This contract will expire June 2019. Mr*** also signed an agreement prior to this in which also charged Fuel and Environmental Fees so these fees were not new with this contract. We are sorry for the issues and do appreciate Mr***'s business. *** *** Office 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Advanced Disposal has submitted for waiver of $Suspension Fee. Please accept our apology for this oversight when cancel of account took place in February. There is no balance due from complainant to Advanced Disposal in regards to the *** *** address

Complainant was in contact with our Sales Representative on 5-27-at which time was told that the notice to terminate was too early and would need to notify within the 90day window. Our Sales Representative informed him that he would be receiving an invoice with the notice of
renewal on it and that invoice would indicate a reply by date in which we would need to hear from him by, in order to cancel the account. He stated he would watch for the invoiceThis invoice was dated 11-30-and contained the following information:"This is a reminder that your agreement will renew for an additional months unless you decline renewal by certified mail to the address noted in your agreement for receipt before Jan No additional charges will apply solely as a consequence of any renewal, provided however that charges are subject to adjustment during any renewal term pursuant to the terms of the contract."Our Sales Representative was upfront in explaining to the complainant the notification of cancellation process, to watch for the invoice notification and when notification would need to be received. Unfortunately notification was not received by the date indicated and missed the notification deadline

April 7,
Dear Revdex.com,
I returned Ms ***’s
phone call today regarding her compliant.
I apologized for the inconvenience and explained that our sales manager
was on vacation until April and that is why he did not get back to her. I spoke with our
operations team about pick
up times. I discovered that our truck
broke down the day before and was trying to play catch up, the reason today for
the early pick up. Going forward her
account is on code red and no pick up before am, meaning the driver must call
in after he services her account so we can record pick up times to
monitor. I informed her of the GPS
system in the trucks to validate this information. She also had a compliant about her contract
rolling over. I explained that we
notified her via written notice back in March 2013; “This is a reminder that
your agreement will renew for an additional months unless you decline
renewal by certified mail to the address noted in your agreement for receipt
before Apr 2013.”
Thank you
*** ***
*** ***
Advanced Disposal
###-###-####

We have made several attempts to collect a debt, after getting a 3rd party involved we did get the matter resolved and the account balance cleaned up. We did cancel service for none payment of the account.    We have had conversation with [redacted] concerning her...

billing and her service.  As we have explained we could re-start the service however the account would have to be set- up and paid 3 month in advanced in order to maintain the service.  The [redacted]’s were not willing to pay up front for the service.  We tried to explain that because this was the second time they were sent to a 3rd party collector that we could only re-start service with the fees paid in advanced.  I can assure you that our collector nor our Customer service told the [redacted] ‘’ nope this is our policy and you are not my problem’’ .  The [redacted] stated that we are the only hauler in the area and that they have to use us.  This is not the case there are two other haulers that they may use.  This area is not contractually bound to us as the sole provider.

As far as we are aware both Waste Management and Rock Disposal are in your area.  You may also contact your local City, Town or Village town hall.  They should be able to give you the names and phone numbers of all the Haulers in your area.  [redacted] also at one time had a dump site that many residents used, I am not sure if that is still open. You would again need to contact you local office where you pay your taxes to.As stated we are willing to re-set up your service however due to the payment history we do require payment up front per quarter. In response to you complaint about the falsehood of Advanced offering to re-start your service. Advanced did during the call with [redacted] explain that we would re-start service but he was unwilling to pay the 3 month up front requirement.

The 11-3-16 complaint was not responded to as we feel it was sent in error.  It is a duplication of the message that was sent on 9-9-16.  Per request of [redacted]s we had sent an updated agreement, which was received to [redacted]s on 9-19-16 signed by [redacted] and returned to Advanced Disposal, received on 9-22-16.  The term of this agreement is effective 9-1-16 and is for 3 years.  Is it possible that the Revdex.com site somehow duplicated the complaint?      [redacted] | Office 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.  The information that Advanced Disposal provided is the correct information and we had accepted their final offer for a 3 year term. I do also feel that this was sent by mistake as the matter has been resolved.
Regards,
[redacted]

Advanced Disposal has closed this customer’s account with no balance owed and no additional charges will occur.  Also, I would like to note that we did not increase their service because we took instruction from a neighbor.  I myself increased their service level for internal trucking...

purposes only, with no additional cost to the customer.  I did this to ensure this customer would not get missed on the driver’s route sheets, and only for that reason.