Advanced Disposal Services Solid Waste Midwest

Dear [redacted] – We spoke with Rebecca today in regards to resolving this issue.  The container will be dumped today and we issued a credit of $77.00 for one month of service.  We are working with the customer to discuss a container relocation in order to resolve any future issues.  Thank...

you.    Linda M[redacted] | Office Manager

Good morningI spoke to [redacted] this am and apologized for the hassle let her know that her balance is currently $357.72.  She paid over the phone with a debit card. I also agreed to credit her $31 off of next month bill for the bank fee to cancel her payment.She also has my direct number going...

forward and I explained who the new inside sales rep is [redacted]Thank you

After speaking to the manager this morning, this customer has been one that has not paid her bill regularly since the end of 2012. We show calls dating back to December 2012, through out 2013 and now most of 2014 regarding late payment, suspension and collections. I do believe there was a miss...

communication between her and our customer service department and it was not clearly told to the customer that her account at the time was suspended and would be going to collections if not paid. So, by the time she called again the account was in collections because we did not receive payment. We do require that any account that is closed due to collections pay a $40 reinstate fee and three months prepayment. As of 11/19, this customer has paid what is required and service is going as usual. If there are further issues with this account, I’ve instructed our customer service department to contact me.

Cliff Industrial has been a long time customer.  We received an issue dated 12/27/16 to contact the customer because they wanted to cancel their service.  We called them back on 12/28/16 and talked with Chad.  The contract was a discussion item.  Chad hung up on...

Kellie.  Kellie left a message for Trevor to call her directly on 12/29/16.  Kellie spoke with Trevor on 12/30/16.  He stated he worked with Kendra and she was going to cancel the account.  The account has been cancel effective 1/1/17.  The cart and container are scheduled for removal on1/16/17.   Thanks,Kathy  Kathy Miller | Office Manager

I’m responding to Mr. [redacted]’s complaint. I take these complaints very seriously and have looked into this matter. Below is my explanation of what happened: A customer service rep spoke early Monday morning 7/25/16 to Mr. [redacted] explaining a past due amount that was owed and...

what had been credited to his account. Whenever credits are owed, we have an approval process in place that only takes a short time. At 1002am on July 25th our customer service rep emailed Mr. [redacted] with an approved credited amount as well as an explanation of the outstanding balance that was needed for April and May services as his services were cancelled 5/23/16. He received a total credit of $116.66 and an outstanding invoice totaling $215.98. Please let me know if you have any additional questions or concerns. Regards,  [redacted] | District Sales Manager

Bill Lewis, operations manager gave Mr [redacted] his direct number for future problems and issues.  Mr [redacted] is unsatisfied with our service at this point  and yes we failed to provide him the service he requested.

Revdex.com:
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.
Regarding the matter of other carriers, neither of those services offer residential pick up, we checked.  As far as your offer, you never,  at any point, offered to restart my services for any arrangement. I am amazed beyond belief at your insistence that you did. You did, in fact, refuse under any circumstances to reinstate my service even when I offered to pay for the time you failed to bill us for.  But of course you can't seem to keep straight whether you tqlked to my wife or I.  As far I am concerned, I am finished with your company. I will be sure to share my experiences via social media to as many people as I can reach.  
Regards,
[redacted]

Having a business in Rockford IL and an 8 unit residential building with service from the Rockford depot for some 10 years I was surprised to hear from a tenant that the garbage had not been collected. The account is current. So a call to the office leads me to the fabulous Mr Rob [redacted] who informed me that there was a safety issue on the driveway. I told him I didnt beleive that there was an issue there but would have someone move the wood ties over in case this had upset the drivers sensibilities. He agreed to collect the following day. Advanced Disposal did not collect and had no interest to collect the garbage and the courageously efficient Mr Rob [redacted] cancelled the account without informing me so another weeks trash built up.
A fantastic effort in client services Mr Rob [redacted] your efforts to protect the fine dumpster drivers of Rockford are commended.
For you consideration Mr Rob [redacted] I also post a picture of the driveway for all to judge the dangers posed to Mr Rob [redacted]'s employees when collecting garbage in Rockford.

Advanced Disposal and its representatives have been in contact with [redacted]s Automotive and their representatives in regards to the terms of the agreement and the issues relayed in this complaint.  At this time there is not a resolution to confirm in place, however, Advanced Disposal and...

its representatives are working on a resolution for all parties involved.  Once a resolution is reached an update to this complaint can be made.

Dear Sir,We will have a new 64 gallon can delivered tomorrow, Wednesday, December 14.We appreciate your business.Melissa E[redacted]

We are operating under a contract and Muskego residence are now serviced with an automated truck that will not fit down these private drives.  Please contact Dave Simpson at the City of Muskego to discuss. His municipal Marketing manager is [redacted].  I have forwarded this issue...

to [redacted] GM at Muskego Hauling.We are recycling the material.

I have reviewed account # M4-[redacted] [redacted] The [redacted] account was given a price increase effective 3/1/16 and the fees were also increased.  After a phone call on 3/23/16, the account was corrected and a credit of $96.62 was issued to the account on...

3/23/16. There was one occasion where we removed extra trash from [redacted] and charged accordingly for the items that were removed.  (there is an extra charge for any items outside the container)  We issued a $33.00 credit for these items on 3/23/16. The 3/31/16 invoice was not paid until 6/24/16 and the 4/30/16 invoice was not paid until 6/2/16 generating service charges.  We have since received payment in full and removed any late charges.  We did stop service from 6/22/16 to 6/24/16 because of non payment.  I have removed the $35.00 suspension fee from the account and will gladly give a one week goodwill credit for $13.56 for the trash stop we did not pick up on 6/23/16.  The credit will not show up until the invoice dated7/31/16 because we are beyond the cut off time for the 6/30/16 billing. [redacted] now has a zero balance and service has been paid thru 6/30/16.  On 7/1/16, July service will be billed.  The amount of the invoice for both trash and recycling service will be $123.70. We apologize for any inconvenience to Mr. [redacted].  We attempt to be helpful and accommodating when issues come up.  Based on the items above, we listened and resolved any concerns that we brought to our attention. Please let me know if you have any further questions or concerns.[redacted]

I called and left customer a message explaining the 3 hauls at $295 each called in by matt. customer paid bill with customer service.  we will write off the late charges.  thank you

[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:The problem was taken care of.  However, I realized that ice was a factor, but that is not a reason for our garbage pick up to be missed three weeks in a row.  My account was verified every time with our address, so how was this not caught the first time?  The manager, Adam was very professional and I am sorry that I can't say the same for all their customer service representatives. 
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]

[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]

please see the notes below that were entered in the customer account.  Credits have been issued to clear the customer balance and his account has been updated per his request.Thanks,Kathy [redacted] SPOKE TO CUSTOMER REGARDING SITUATIONS TODAY. HE WAS HAPPY ABOUT THE CALL WITH SABRINA. HE WAS...

DISTURBED ABOUT THE PREVIOUS REP AND SAID SHE DIDN'T HANDLE THIS VERY WELL. HE IS GLAD TO KNOW HE CAN CALL SABRINA OR ME AND GET ANY ASSISTANCE NEEDED. HE CHOSE TO HAVE HIS STATEMENTS EMAILED SINCE HIS ADDRESS IS CORRECT AND HE STILL DOESN'T RECEIVE THEM. THAT IS THE ONLY REASON THAT HE DIDN'T PAY BEFORE NOW. HE APPRECIATES HOW WE HELPED HIM OUT TODAY.  Thanks,Kathy

I have reviewed Mr [redacted] account for the 3 year period covered by his service agreement.  The dates are 12/1/12 – 11/30/15. Based on the contract we should have billed [redacted] $3838.88.  We billed him $4051.75.  I will gladly issue a credit for the difference for $212.87.  I also looked at the extra recycling charges on the account.  There was only in February  2016 for $33.00  We have already adjusted off that amount. Please let me know if there are any further questions or concerns.[redacted]

I have reviewed the account and I do see where the missed pickup was called in from August 18th, 2017.  We did issue a credit for this missed pickup.  The credit was for the amount of $5.87 and it was on Invoice E10001205474 dated 8/31/17.  This was the only item on the invoice so the...

balance of the invoice was a credit balance and invoices with credit balances do not get mailed out.  If the customer would like a copy of this invoice I can print one and mail it to them.  On the invoice E10001211551 dated 9/30/17 that they would have just received they will see the $5.87 credit because the amount due will be $5.87 less than the invoice total.  I will go ahead and credit the invoice another $10.40 like the customer would like for the missed pickups and issues that they have been having.  I will also talk to the route supervisor to ensure that the driver knows where this stop is located to hopefully prevent and missed stops in the future.  The customer should pay $82.78, this will be the amount due after the $10.40 credit is added to the account.

[redacted]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]

Review: This is my most recent letter to this company. The letter explains the situation from the beginning....

To whom it may concern,

This is in regards to [redacted] account number [redacted]. I am writing to you in regard to the bills that I continue to receive from your company (Advanced Disposal) and the unresolved issues that prompted these bills. These issues need to be resolved immediately. It is ridiculous and unacceptable that I am still waiting for a response from someone at your company to help me.

On April 1st, 20014, I purchased my business [redacted]. When I bought this business the previous owner already had an established trash removal company (Advanced Disposal) and their container was on the property. I asked the previous owner how to have the container removed because I wanted trash services from a different company. He told me to call your company.

I believe it was in April 2014 (but it could have been May), I called your company (Advanced Disposal) and I spoke to [redacted]. I asked [redacted] “what do I need to do to cancel your services and have the container removed”? [redacted] told me to “send a letter asking for services to be cancelled. Otherwise services would automatically renew in September“. The last date of the previous owners contract was September 10, 2014.

Simple enough. I did as [redacted] instructed and sent a letter to your company (Advanced Disposal) asking for services to be cancelled. In the meanwhile I signed a new contract with the company that I had selected for my business.

In June 2014, I called your company (Advanced Disposal) to verify that the letter of cancellation was received. Again, I speak with [redacted]. She tells me “Yes, my letter has been received. Your services will be cancelled as requested”.

In August 2014, I call your company (Advanced Disposal) again to schedule for the your container to be picked up in September. Again, I speak with [redacted]. This time she tells that “Services with your company (Advanced Disposal) have automatically renewed because Advance Disposal did not receive notice of cancellation”! Of course I am a little shocked! This is the THIRD conversation that I have had with [redacted]. There had been absolutely no confusion about my intentions until now. [redacted] goes on to explain that “the letter of cancellation must be sent via certified mail as stated in the contract”. [redacted] waited until after the fact to give me this information. It was almost as though she intentionally withheld this information. And then the fact that she told me in June that the letter had been received and everything was taken care of. These are some pretty sleazy business tactics! [redacted] refused to admit that she told me that everything was good to go in June. She also claimed to have no recollection of this conversation. I explained to her that I had just purchased this business in April 2014 so this contract that she was speaking of does not even pertain to me! She told me that “the trash removal service transfers with the ownership of the business as well as the contract”. We argued back and forth and got no where. I asked [redacted] to have a manager call me back. She said she would have the manager call me. I received no such phone call.

I called your company (Advanced Disposal) back hoping to speak to someone else. The only person I can talk to is [redacted]. I again asked her to have a manager call me. She agreed. I receive no call from a manager.

On August 19th 2014, I receive a copy of the contact that the previous owner of the restaurant had signed. This is not my contract. It is not signed by me. It is signed by the previous owner. This is the first time I had seen this contract.

On August 27th 2014, your company (Advanced Disposal) removed the container. I never got far enough into the conversation in August to ever schedule for it to be picked up.

On September 1st 2014, I received the first bill from your company (Advanced Disposal) in the amount of $1,090.97. This bill is for the damages incurred for breach of contract. I sent you a letter via certified mail (since that is how [redacted] informed me is the only way to communicate with you) stating that the bill was incorrect and asked that a manager call me to discuss the matter. I have received no such call!

In October, I received a second bill with more service charges. This one is $1,114.33.

On October 8th, I sent a second certified letter with the same request as the last. I have received no response.

I have sought legal advice on this matter and I have been advised that what your company (Advanced Disposal) is doing is unethical and unacceptable. I have tried on at least 4 separate occasions to speak to a supervisor or a manager to resolve this issue. At least twice I have requested for [redacted] to have someone call me back. I have sent two certified letters requesting for someone to call me. I have received absolutely no response.

As far as I am concerned, this matter is closed. I do no owe your company (Advanced Disposal) any money. I do not have a contract with your company (Advanced Disposal) , therefore I have not violated any such contract. I asked what had to be done to cancel services and have your container removed and I did as I was instructed. Please do not send me any more bills. They will no longer be accepted.

Please be advised that I have also filed a complaint with the Revdex.com.

Thank you,

[redacted]I have copies of my original cancellation letter that I sent in April as well as copies of the certified letters that were sent in September and October requesting a manager to call me.[redacted]Desired Settlement: I want the company to adjust my bill to zero because my business does not owe them money. I would like an apology as well.

Business

Response:

The situation referenced below was resolved about 1 month ago. The customer’s account has a zero balance.