ASCO & Waste Services of MS

Did not remove all the trash On several occasions our trash has not been picked up. I have worked with this company on rectifying this and up until this week have not had problems recently with trash pick up. Many times (at least once a month) we have extra trash such as boxes that we leave beside the garbage truck. Today our boxes were left and not picked up. When my husband called to find out why we were informed that "pick up of anything outside of the garbage container is not in our contract". I am sick and tired of this company changing policies, contracts and just not doing their job when we pay on time and faithfully month after month. If there has been a contract change or addition then we should receive a copy and be informed BEFORE these changes are implemented. Desired SettlementI would like this company to either continue to pick up extra trash (i.e. boxes or extra bags) like they have been doing every time except for today OR to provide a copy of the contract with the exceptions to their provided services.Business Response Contact Name and Title: [redacted] - Office MgrContact Phone: XXX-XXX-XXXXContact Email: [redacted]@wcnx.orgI understand Mrs. [redacted]'s frustration with this. Our contract with [redacted] is based on the 2011 Request for Proposals. In the RFP, Section 4. Scope of Work, Section 'Location of Carts and Bags' it states "All household garbage placed by the customer for collection shall be contained inside the cart and placed not more than 5 feet from the curb. Any extra garbage which the cart can not hold must be bagged, tied and placed next to the cart. If there is a continuous situation where there is enough bagged garbage every week, the County and the Contractor will evaluate whether another cart should be placed at the unit and billed for such." An employee has been sent back to the home to pick up the boxes. The route driver informed the office on 4/13 that there were a lot of boxes outside the cart that had not been broken down. We deemed this was an ongoing issue, verified by Mrs. [redacted]'s comment that "Many times (at least once a month) we have extra trash such as boxes". We apologize for not notifying the customer that we deemed this a continuous issue that could require additional service. In the future, we ask that the customer break down the boxes and have them tied or contained beside the cart. If this additional service is an ongoing request, we ask that the customer obtain and pay for an additional cart for the overflow.I've attached a copy of the RFP and the contract for Mrs. [redacted]'s review. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)[redacted] from the main office called and apologized for not picking up the extra trash. He further stated that his crews would be instructed to pick up boxes and extra trash from now and on and if this did not occur to call him directly. He gave us his office and cell phone number. I appreciate his prompt response I will be monitoring their compliance with his instructions.