Aspen Waste Systems of Missouri Inc.

In response to Case # *** I have included the service agreement signed by Mr*** on 1/17/states in paragraph 4. Aspen reserves the right to chare a fee for container removal and delivery, a restart fee if service was suspended for past due balances. I hope this clears
up all matters if you have any further questions please call me at ***

Complaint: ***
I am rejecting this response because: "No service was provided between June-August 2017, and I was told by the Collection Agency after I paid $32.75, that my trash would begin after I called Aspen Waste ManagementI was never told by Aspen that if service was disrupted that I would have to pay for months in which "absolutely no service was provided
I paid to restart service and never owed Aspen for the months when no service was provided (Feb-April 2017), and was told by the Collection Agency that trash service would restart after I made the $payment
Sincerely,
*** ***

We checked our company records and found that she did pay the $actually she paid $32.47. However, the amount of $was for past due service. Our company policy is if an account is placed in Collections, the customer has to pay the past due amount as well as a $restart fee
and the next quarter of trash service in advance before services are resumed. We have not received any further payments for the $restart fee nor any payment for the next quater service fee

Initial Business Response /* (1000, 5, 2015/07/28) */
As customer stated, he called to cancel his account (3/30/15) with us because he was laid off work and had received a lower rate from a competitor, which we offered to match to keep his businessCustomer said he had no service issues with
Aspen, but was also upset that there was a late fee on his account the prior billing cycle (not a price increase) - which we also offered to waive for him if he would continue his business with usCustomer decided to cancel anyway and fully understood there was a week notice required and that the final balance would include the late fee and the week service periodPrior to sending to Collections, we sent customer letters, left messages and spoke with him on 6/30/- he cursed at our CSR "F you people" and hung upNo further contact
In an effort to continue Aspen's excellent level of customer service, we will agree to waive the final balance and remove from collectionsWe hope that by doing this, Mr*** will consider doing business with us in the future

In response to complainant's rejection of our response, it is not the responsibility of the Collection Agency to tell our customers that service would be resumed after paying only the past due amount. We require a $startup fee as well as prepayment of the next quarter's service charges. Our records indicate that we started service on 3/1/2017,not in February as indicated by complainant. In addition, there was a third party who had paid for her service to be started

Initial Business Response /* (1000, 5, 2015/12/14) */
Customer called 12/8/to make a payment - He mentioned that some time back his personal trash cart was broken and wanted it replacedOur CSR explained that personal carts are not replaced by Aspen, as we cannot guarantee a product that we did
not provideShe explained that we offer additional Aspen carts at a reduced priceCustomer said that he already has Aspen carts (He only pays for 1) and essentially wanted carts provided for no additional costThe call was transferred to a manager and customer stated that if this could not be done he wanted to cancel- which we agreed to do and would issue a refund for the unused serviceWe thought all was resolved until he called back to say that he had reported us to Revdex.comAnother supervisor called back and we came to a resolution of a 2nd Aspen cart for half price and customer agreed

We apologize to Ms.[redacted] for the stress caused by this situation. We will credit the $25 charge for the dressers. Regarding the issue with the service being suspended, her current bill is past due. Once that is taken care of, we will resume service as scheduled.