Apple Valley Waste Companies

HiMy name is Kollin M [redacted] and I am the Customer Service Supervisor for Apple Valley Waste I reached out via phone to the customer and left a voice mail on 5-15-informing the customer all late fees have been credited to the account and apologized for the confusion I left my personal phone number for the customer to call me back at if they have any questions at all I also instructed customer that if he ever needs to speak with anyone about his service; they can contact me directly and I will solve the problem thanks

[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 have also removed my credit card information from their website so that they will no longer erroneously tell me that my bill has been paid automaticallyI appreciate their removal of the charges that I felt were also erroneous Regards, [redacted]

From: Revdex.com of Metro Washington DCDate: Wed, Sep 20, at 11:AMSubject: Fwd:Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: *** *** Date: Tue, Sep 19, at 6:PMSubject: Re: You have a new
message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com Apple Valley Waste called me today and they are resolving this issue. They said they will pick up the dumpster and let me out of my contract.Thank you, *** ***

",sans-serif>In accordance with the customer’s submission, our offices have
coordinated to pithe customer refuse as the last stop during the route
pick-upThis is in attempt to accommodate the customer’s request to not have a
disturbance prior to 7amOur office has also contacted local law enforcement
in the area to address any issues concerning operations and noise ordinanceWe
have made all accommodations within our capability to address the customer’s
outlined concerns in the communication received by our office on 7/21/2015,
forwarded from the Revdex.com

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.   If Apple Valley actually does what they say they will,  resolution is quite satisfactory.
Thank you for your promptness!
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.  I have also removed my credit card information from their website so that they will no longer erroneously tell me that my bill has been paid automatically. I appreciate their removal of the charges that I felt were also erroneous.
Regards,
[redacted]

HiMy name is Kollin M[redacted] and I am the Customer Service Supervisor for Apple Valley Waste.  I reached out via phone to the customer and left a voice mail on 5-15-15 informing the customer all late fees have been credited to the account and apologized for the confusion.  I left my personal...

phone number for the customer to call me back at if they have any questions at all.  I also instructed customer that if he ever needs to speak with anyone about his service; they can contact me directly and I will solve the problem.  thanks

Review: There have been countless times that they have failed to pick up my recycling even though this is a service that I pay for. When I requested money back for services not provided, they refused.

Then today, they took only three of the four bags of trash, placing the remaining three on the ground by the road instead of putting them back in the can. When my husband called about it, they called it "yard waste" and said that we should dump it in my yard. It is pet waste, not yard waste. They refused to pick it up.

I spend more time arguing with this company than they do actually providing the service I pay for.Desired Settlement: All I want is for them to do their job.

Review: By telephone, on 9/3/14, I brought my bill current. After repeatedly confirming with the customer service rep, Jordan, that my trash would be picked up on 9/5/14, as I did not want it sitting on the sidewalk until next week, I went away for the weekend. I returned on 9/6/14, to discover that my trash had not been picked up. This is after I paid $185 to bring my bill current and to pay the last quarter of 2014, upon their request. I now have approximately 20 bags of trash sitting on my sidewalk in a townhouse development. Talk about embarrassing. They have yet to contact me to advise when the trash will be picked up despite the fact I e-mailed them yesterday requesting they advise me either by phone or e-mail.Desired Settlement: Trash picked up and compensation for the quarterly fee of $72.00.

Review: Three weeks have passed since our garbage was last collected, so I called Apple Valley Waste and explained that since they hadn't picked up the garbage in three weeks I expected that our monthly bill would be adjusted. [redacted] (unknown last name) explained to me that they would not adjust the fee because they still have to pay for the disposal of the garbage. At this point I asked her about their policy involving customers being out of town and she said that unless the customer was going to be gone for at least one month, they are still responsible for the full monthly payment, despite the fact that there is no garbage to be picked up. I explained that to me this seems unfair as I am having to pay for a service that is not being given. Her answer was that the weather and poor road conditions was the reason that they hadn't picked up the garbage. While I may be able to understand this excuse if there was in fact snow or ice on the roads and there has been at times, this has not been the case for the whole of the three weeks since the last collection.Desired Settlement: Since the company has not provided the service for which they are charging, I believe they should adjust the bill for the time they have been unable to fulfill their end of the deal.

Review: Apple Valley Waste failed to collect garbage for the whe neighborhood. When I called them I was rudely told to deal with it and hung up on. They also refused to give me contact information for their corporate office or issue a credit for the service not being rendered.Desired Settlement: I want them to honor the contract we have and collect the garbage. They picked up recycling but won't get the trash. This is disgusting.

Business

Response:

December 17, 2013

Dear [redacted],

Thank you for the note outlining the customer complaint submitted on 12/12/13, ID number [redacted]. Prior to responding, please be advised that [redacted] is no longer a part of Apple Valley Waste Services, Inc. Please direct any and all future correspondence to my attention.

Regarding the customer complaint, the first part of the complaint involves a "contract dispute" where the customer states we failed to collect garbage at the customer's residence on December 10, 2013. On Sunday, December 8, 2013, a severe ice and snow storm imparted the eastern panhandle of West Virginia. That storm was followed up by a second storm, the morning of December 10, 2013, that further deteriorated road conditions. As a result of the storms, we lost significant portions of two consecutive collection days thereby putting us in a position to no longer complete the entire week's collection schedule while complying with DOT regulations for our drivers.

The storms were so severe, we concluded, after careful consideration and communication with the West Virginia Public Service Commission (WV PSC), that the road conditions were unsafe for our employees and communities we serve. As such, we were unable to service our regularly scheduled customers on Tuesday, December 10, 2013, and made a very difficult decision to postpone that day's service to the following regularly scheduled pick up day which would be Tuesday, December 17, 2013, at which time we committed to collect twice the normal amount worth of waste.

These decisions were not made lightly and were fully communicated to, vetted by and compliant with the WV PSC rules.

Regarding the second part of the customer's complaint, the customer states our customer service group was rude, hung up on the customer and failed to provide corporate office contact information and issue a credit for services not being rendered.

At Apple Valley Waste, we record all customer service calls. We have record of the two calls placed by the customer. In both cases, our customer service team along the customer service manager, graciously, sincerely and apologetically responded to the customers questions and needs. In neither of those calls did our customer service team rudely respond, hang up on the customer or fail to provide to the customer with corporate office contact. The second call from the customer was escalated to our Customer Service Manager, who responded with the same professionalism as our customer service representatives. Our customer service manager also provided the contact information for the WV PSC. These two calls are on record and can be available for your review.

We would like to thank you for your time in allowing us to respond to the customer's complaint. We at Apple Valley Waste take very seriously our commitment to deliver flawless service. We believe that our employees and customers create a tight knight community where trust and integrity guide our actions. For the safety and security of our customers and employees we felt strongly the need to postpone one service day due to severe and inclement weather. We stand behind that decision.

Regards,