Buxton Enterprises

Review: I tried to contact [redacted], [redacted], LLC. about the removal of a baby mattress that was outside the ter** of contract.

Their business is located at: [redacted], PA [redacted]

An online written request on the date of April 6, 2014 by [redacted] was sent to their establishment (advertised as 1-800-GOT JUNK) for junk removal on the following day for the time slot of 10 am – 12pm. We received an email confirmation of the request.

On April 7, 2014, at approximately 10:30 am, I called 1-800-GOT JUNK to verify the appointment, and I was told that your team was on their way to my residence.

On the date of April 7, 2014, two men (team [redacted]) arrived at approximately 10:30am.

I, [redacted], was present at the junk removal job site. I verbally re-stated which ite** were to be taken. The ite** were verbally communicated as follows: The old couch and its cushions and an unassembled crib frame. The removal team was instructed not to take the gliding / rocking chair (unlike the original online written request to your establishment). I was in another room with my three month old baby, so I did not see the crib mattress being taken. The job was completed around 11:00 am, and I paid by my [redacted] on credit. The receipt that I signed listed the ite** that I requested to be removed: “couch” and “crib”.

At approximately 12:30 pm, I called the corporate number, 1-800-GOT-JUNK, and inquired why our brand new, un-opened crib mattress was stolen. The employee called team [redacted], and asked them about our mattress. They said, according to the employee, that I told them to take the mattress. This was never communicated in the written request for services, and never verbally communicated on site, and was not even on the receipt of payment for their services. [redacted], who refused to tell us his last name, also said that the mattress had “been disposed of.” Note on the company website, under ite** the company takes, mattresses are a separate category.

We spoke with [redacted] again at around 2:00pm. [redacted] said that he would not compensate us for the crib mattress, and that he would not refund the $149 that I paid for their services. He said that he would only offer us a coupon for future requests for junk removal.

On the date of April 8, 2014, at around noon, I called 1-800-GOT JUNK and I was told that the following actions would take place: The case would be formally documented and that we should receive a return call within 24 hrs. I did not receive any call back by the end of the 24 hr. period.

A formal letter listing the events above was sent to the company address with copies of original receipts, supporting images, and documents, demanding a refund for the mattress at the very least ($279.99 unopened/unused). No reply has been received.Desired Settlement: That they be reported as having inadvertently stolen an unwrapped, brand new baby mattress. At least a refund of the value of the mattress that was stolen.

Business

Response:

On 4/7/14 **. [redacted] booked an appointment with 1800 GOT JUNK? . When my Team arrived [redacted] was the contact on site. [redacted] showed our truck team the items he wanted removed - the couch, the crib - the general items in the hallway but not the rocking chair . My team did exactly as instructed and once finished did a walk thru with **. [redacted] - as is our standard practice - to make sure all items were removed and no additional items were being added. [redacted] approved the job - signed the receipt and paid by credit card.Later that day when [redacted] returned and noticed that only the rocking chair was left and not the mattress we received a phone call from our call center informing us that our **. [redacted] was accusing us of stealing a crib mattress. We immediatley contacted our team to see if the items were still on the truck. Unfortunately our team had already offloaded at a transfer station and the item was unable to be retrieved. At tis time we spoke to our truck team about what transpired on the job and they informed us that they were instructed to take everything in the hall but the rocking chair. We immediately contacted **. [redacted] to let him know that our employees informed us they only removed items in the hallway except the rocking chair as per his instructions. We also let him know that we pay to off load all items at transfer stations so there was no incentive for our employees to take more junk for the same price. We did not want **. [redacted] to have a bad experience so we made an offer of either $75 towards a new mattress or a $100 gift card for future junk removal. [redacted] refused our offer and became irate and would no longer speak with us. Approximately two weeks later we recieved a letter threatening a lawsuit and with a printout of the mattress from [redacted] priced at $149.90 - however he was rquesting a check for $169.99 more than the value of the mattress and the price of our service??[redacted] is now claiming that the value of the $149.99 mattress from [redacted] that he sent us a photo copy of the mattress online (see attached) is now worth $279.99We strive to make all clients happy however in this case we did as instructed by **. [redacted].

Review: Contracted with Business to remove household items. Received an estimate for washer/Dryer, piano, sofa, loveseat, recliner, and tables. Business's reps arrived on day of service completely unaware of the job, completely unprepared to move the items on the estimate, attempted to charge more than the estimate, wanted me to sign a waiver absolving them of responsibility from any damage to items and/or property. Left me completely unprepared and scrambling to find a last-minute replacement that same day.Desired Settlement: A refund for failing to provide the contracted services, for costs associated with the items' removal by another company.

Business

Response:

I spoke with [redacted] today - the clients son - and resolved the issue by sending a check for $75 to his father. Client clearly did not receive the quality service that we at 1 - 800 - GOT JUNK? strive to provide on each and every service. Client deserved the refund.

Consumer

Response:

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,

Review: On April 16, 2013, a truck from 1-800-GOT-JUNK.com came to our home at [redacted], PA [redacted] to remove 2 old TV's from the enclosed porch on the back of the house. While I was inside writing them a check, the driver of the truck backed under the house's car port and hit the inside of the aluminum soffit on the car port with the top of the truck.I have a video taken as they pulled the truck away which verifies that: 1) there was indeed damage under the carport and 2) The driver admitted to hitting the carport and told me that 1-800-GOT-JUNK would pay for the damage they had done to the carport. I talked to **. [redacted] at 1-800-GOT-JUNK.com who asked me to email him an estimate for the repair cost to the carport that was hit by their truck. Despite 2 estimates, one for $490.00 and one for $390.00, [redacted] refused to pay for the repair to the carport and wanted yet another repair estimate. When a representative of [redacted](different than the first 2 estimates) called to talk with **. [redacted], he refused to talk with him about the repairs. At this point, I want the first estimate for $490.00 paid in full to me for the repairs to the carport at [redacted]., [redacted], PA [redacted]. And, I would like wide media coverage of the video I took immediately following the damage to our carport by the 1-800-GOT-JUNK truck so others may look elsewhere for other trash removal companies with a better reputation for customer service.Here is the Youtube link to the video:[redacted]Thank you.[redacted]Desired Settlement: Payment of $490.00 for repair of carport hit by 1-800-GOT-JUNK truck on April 16, 2013

Business

Response:

On April 16th, 2013 1- 800 GOT JUNK? did remove 2 TV'S from the [redacted] location. At that time we did damage a piece of soffit on [redacted]'s property and asked her to get a few estimates for the repair. The two estimates we did receive included additional items that were not damaged. We estimated the value of the repair to be $250 and offered this to [redacted]. She declined the offer and as of 7/18/13 we have not heard back from her.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: