The terms & conditions outline C-6 follows what the GPS shows. Please see the Service Policy below:Service Policy. Although Contractor's goal is to provide scheduled service 100% of the time, we guarantee a minimum of a 95% successful service ratio on their scheduled collection...
day during the course of the contract year, and each renewal contract term thereafter. Customer agrees to have all products out to the curb for collection by 7:00am on their assigned service day, unobstructed, & in the proper collection receptacle. Customer agrees to provide notice within 24 hours of a missed service. A customer's failure to comply with the service policy terms could result in the prevention of a successful scheduled collection. Contractor utilizes GPS systems in vehicles to determine whether or not our vehicle went down the street from the hours of 7:00am until our close of business. If GPS confirms C-6 did not go down a street, the customer will be assigned a work order, and the trash/recycle will be collected within 24-48 hours. Customers should keep work order numbers for future reference. As a courtesy, we will issue a credit for one recycle pickup. The $2.41 will go towards the next quarterly bill. Thank You,
Complaint: [redacted]
I am rejecting this response because:The recycle bin was on the street from Sunday, December 27th, as a neighbor thought it would be picked up on Monday, December 28h. It is still on the street, full.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Their explanation is not satisfactory. I do not have time to argue with a deceitful business just trying at all cost to make money from hardworking people. With this attitude towards customer I can assure you that this business will be dead in 5 years. I can see why people in my neighbhorhood don't use them anymore. I was the only using them on my street. I dumped them too.
Regards,
[redacted]
C-6 requires all transfer of service requests to be made in writing. This helps to ensure information is relayed accurately. The written transfer of service was received on June 16th 2016 at 11:26am (please see the attached confirmation). While we understand the customer did not have internet...
access, customer service staff can help customers in the office Monday through Friday from 8:00am – 5:00pm. Our customer service representative reached out to Mr. [redacted] Monday morning to confirm the dates for the equipment pickup at the old address, and equipment delivery at the new address. During this conversation Mr. [redacted] advised he had already signed up for services with another trash provider. After reviewing the account our customer service representative reminded him that since he was moving into an area where service is provided by C-6 the contract would be eligible for transfer, and their election to cancel would result in liquidated damages (please see attached contract terms). He advised us he didn’t care what we did with the cans, was going to stay with the other provider, and hung up. Mrs. [redacted] called in a short time later demanding to speak with a Supervisor to discuss the liquidated breach fees. C-6 empowers, and trains, all customer service representatives to handle calls like these. Since the customer service representative had followed all company policies, and the terms of the agreement, there wasn’t a need to escalate the call. Mrs. [redacted] advised her she was on her way to our office, and hung up the phone. When Mrs. [redacted] arrived she was immediately disruptive, screaming at our staff. The attempt to bully our customer service team into conceding to her demands, was met with the repetitive explanation of contract terms, and the reminder C-6 was a place of business. Mrs. [redacted] is no longer allowed on C-6 property. The police will be called immediately should she elect visit our site again. The customer’s bins were inadvertently picked up on 07/15/15. They were returned on 07/17/15, and a credit was issued to offset the trouble. The customer did have non-payment issues on the account, but only one other service issue was reported from 08/01/13 – 06/22/16. With three times per week service, approximately 452 services would have occurred during the customer’s time with C-6 Disposal. The final statement is attached reflecting the final balance of 249.99. We attempted to final the equipment yesterday at 5:09pm from [redacted], but the carts were not out (please see attached GPS report). Since we were unable to collect the equipment the final invoice reflects equipment fees, liquidated damages, an adjustment for the prorated remainder of the quarter, and the final fee. If our truck is able to get the containers by end of business today, an adjustment will be made to the account for the equipment costs. The balance on this account is due on, or before, July 7th 2016 to avoid further collection fees, and activity.
Complaint: [redacted]
I do not accept their response. Similar to their ratings on Google (1.6 star rating, pic attached) and Yelp rating (1 star, pic attached), their customer service continues to be poor and unprofessional. In response to C-6's reply, of course I knew their requirements because as I stated, I called the company and the argumentative representative informed me of their cancellation policy. I didn't know the requirements because they are claiming it was CLEAR. They demanded that I mail a certified letter (which I did and paid for) and emphasized verbally that I am unable to cancel until the end of the second quarter or I would suffer a penalty fee. This is one reason I am asking for help from the Revdex.com. This company is participating in unfair business practices by placing their customers in a one year contract with no incentives in order to make it difficult for customers to leave; to make money off penalty fees; and to enable them to deliver poor service because customers are locked in. Other disposal companies do not require contracts as this company wants many to believe.I spoke to Tiger disposals who indicated that they don't require a contract and I spoke with Metro disposals who also indicated that they do not require a contract (they hear C-6 customers complaining greatly as well). I gave this company plenty of notice after paying (in full) their first quarter's billing and hope that Revdex.com would require C-6 to remove their contract clause not just for me but for all their customers. In addition, here are my initial requests again along with the reasons why I'm not accepting their reply and one-sided solution: 1) Phone Call Not Fulfilled - I requested a phone call from a Manager from C-6 to discuss this matter as clearly as possible and this still has NOT occurred. The person who responded to Revdex.com expects me to still pay a penalty which is 2-3 times more than my quarterly statement and forfeit my services. I felt it was understood that if I cancel at the end of March, I would not want any further charges but apparently this isn't logical to the responder. Perhaps if we spoke over the phone, this confusion could had been avoided.2) Contract Copy Needed - The contract sent seemed more like an email from one employee to another employee. I had services TRANSFERRED from [redacted] which started in 2005. Mrs. [redacted], is this contract legitimate? It's not signed nor attached to my email address. 3) Cancellation First Quarter (+ no penalty) - Last, as mentioned above, but now a little more clearly, I would NOT want a penalty charged which again is 2-3 times more than my quarterly fee and would want my services still cancelled on March 31, 2017. This company wants their payment (plus extra for what) without having to provide service. This seems like an unfair business practice. Hope this response suffices.[redacted]
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because they do not have true customer service. I have paid $60 yesterday, and have drawn out a letter to send to the companies CEO. This has by far been the worst customer service experience I have ever had, not even due to the fact that you will not reduce the amount owed. But for the simple fact that you are unwilling to act ethically and admit to your faults, which the fact is that your customer service did not act professionally and shouldn't be considered customer service. You no longer need to reply to these comments. But I will not be accepting the same response so that it can appear that the complaint was settled because it never was.
Regards,
[redacted]
The original contract was submitted 11/05/14, and a clearer version of the terms on 11/26/14. Please see the individual emails & their attachments. Our response remains the same.
We have attached the sign up form, terms, and statement of account.The customer signed up for service 08/18/2011 and accepted the terms of the contract. The contract automatically renews unless notice is provided via certified mail at least 60 days prior to the end date on the renewal term....
Currently this agreement is still under contract through 08/18/2017, and will roll over unless proper notice is given.Bills are due net 10. The bill in question was dated January 1st, 2017. The late fee and suspension occurred on 02/16/2017, 47 days after the bill date. The customer paid the bill on 02/20/2017, 51 days after the bill date. As a courtesy the customer service representative DID waive the fee mentioned in the complaint on 02/21/2017. Contracts are transferrable if residents move to an area we service. As such, customers are required to provide qualified move documentation before a contract can be transferred, or closed without penalty. Proof of move may include, but is not limited to: lease agreements, military move orders, proof of purchase, etc.In the event the customer would like to cancel, or close please forward the documentation via certified mail to [redacted]. Thank You.
In an effort to resolve this matter, we just issued a 1.85 credit. Please have all C-6 equipment at the curb next Tuesday 01/05/16 before 7:00am to final. Thank you.
C-6 offers the option for customers to manage their own reoccurring billing through our website. For security reasons these are: maintained, updated, and overseen by the customers themselves. The debit mentioned by the customer in the complaint was not a return. Rather, the charge was a decline for...
the card on file dated 01/01/16 (please see the attached printout from our online terminal). Additionally, please see the payment made on 02/25/16 by the customer for 90.00 was processed utilizing a different card. While our agreement outlines a 25.00 reinstatement fee charge, should a customer surpass 45 days outstanding on a net 10 invoice, it is our policy to extend a onetime courtesy credit for this fee on the first occurrence of being late. This customer already received the onetime credit, so an additional credit will not be issued.C-6 trains & empowers our customer service staff to respond to all types of calls, including late/delinquent payment issues. They have the latitude & autonomy to make decisions, and answer questions like these on the company’s behalf. The resolutions offered by all C-6 representatives handling the matters with Ms. [redacted] were done in accordance with company policy & are not subject to change.Thank You.
Automatic credit card drafts are managed and maintained by customers. In November the customer canceled the automatic credit card feature for her account at [redacted]. Invoices are mailed every quarterly billing cycle to advise customers of the balances owed. Since there has has not...
been a payment issue a one time courtesy credit would have been offered, but the customer disconnected the call before the representative got the chance to advise. With the credit applied the balance owed is 59.19 to come off of suspended service status. Additionally, we will agree to cancel this customer's contract as requested effective September 20, 2016. Please remit the total balance of 126.06 (which already includes the 59.19 owed), and have the equipment out by 7:00am on that day. If the customers wishes to cancel earlier the service amounts for the remainder of the contract would turn into liquidated breach fees, and the amount owed would be the same.C-6 trains and empowers customer service staff to handle non payment issues like these. The call was handled in accordance with company policy, and as such did not meet the requirements for escalation.
Our company trains & empowers customer service staff to respond to all types of calls. They are given the autonomy, and latitude to make decisions, and provide answers to account matters like these. The resolution was in accordance with company policy. C-6 Disposal generates and mails invoices...
at the beginning of each calendar quarter. The mailing address we have on record is [redacted], and it has not been altered since the start of the contract in 2006. We had a slight increase in reports of invoices not being received in the Helotes area this past quarter, but C-6 cannot control the delivery of the mail. We normally apply a one time courtesy credit to a customer's account; the courtesy credit was given last quarter. In light of the recent increase, we will concede to apply one more credit to the customer's account in hopes of resolving the matter. Once the check is received the customer's account will be taken off of suspended service.
Complaint: [redacted]
I am rejecting this response because: The whole reason that repayment was made in the first place was to finalize the account as were the terms that were told to us. We were under the belief that the account was already finalized and that repayment would make no difference to the cancellation already in progress. We were forced to go with another service because we were told that even if we did the repayment our service was still being cancelled.
Regards,
[redacted]
Ms. [redacted] is being less than candid in the explanation provided on the complaint form. C-6 operates under service agreements for the protection of both the customer, and the company.Ms. [redacted] elected not to fulfill the terms of the agreement, even after being reminded of the...
liquidated breach fees. We made several attempts to collect our equipment, so that portion of the balance could be credited, but Ms. [redacted] refused to return the items when our Field Supervisor arrived at her location. She wrote the complaint to the Revdex.com in an effort to use them as a vehicle to force C-6 to agree with her complaint, and concede to her demands. We have operated within the terms of the agreement, and the balance of 353.88 (276.47 + collections fees) is due & payable to our outside collections agency, Account Services. They can be reached at [redacted] to resolve this matter. If Ms. [redacted] will agree to place our equipment out on Friday June 17th, 2016 no later than 7:00am our truck will come by to collect the units, and a credit of 194.85 will be issued towards the balance, bringing it down to 159.03.
Complaint: [redacted]
I am rejecting this response because: The bill I received in January was due by February 15th. The late fee has already been waived. That is no longer an issue. As stated previously, your email stating I "accepted" the terms is not proof or acknowledgement that I "signed" the contract or even saw the "terms". I did not sign any contract with your company nor did I see anything about any terms. Your current site says to send in a 60 day cancellation notice. See attached letter stating multiple complaints of service and a certified letter mailed this morning confirming my cancellation of service. [redacted] has confirmed my containers will be picked up on 6/16/2017.
Regards,
[redacted]
Customers must check the box agreeing to the terms before proceeding with sign up, this includes all items mentioned in our original response. We will wait for your communication (via certified mail) to determine how you would like to proceed with the account. In the meantime, if payment is made for the outstanding past due balance the services will resume. Thank You.
Please see the attached email string, original contract, and blank terms page. Mr. [redacted] is attempting to get out of a legally binding agreement without penalty. He threatened us with your organization, and the Attorney General throughout his communications with our company.Mr. [redacted] signed off,...
and utilized a fax machine as a method to submit the document. The distortion caused by faxing does not void the contract. Please refer to the area of the email string where our attorney was consulted for clarification. [redacted] reviewed the information advised: "The incorporation by reference is sufficient to bind him to those terms also. I would also note it appears that someone initialed the 2nd side also. He is bound by those terms and the case law is clear". Mr.[redacted] can be reached directly at ###-###-#### for further questions. At this point any attorney's fees brought on as a result of enforcing this agreement will be billed to the customer (cited in the bottom section of our contract terms as well). We formally request this case be closed on the basis it legally lacks merit, or substance. Again, C-6 is simply holding him to contract terms. Mr. [redacted] has already been provided the amount he will need to pay for electing to exit the contract early, or he can elect to continue the agreement through its expiration date. He will need to advise on how he would like to proceed.
In regards to [redacted]’s case, we further reviewed the case in order to evaluate it with the response you provided in your last email. On review, we wanted to request you address a few inquiries regarding your statement that the consumer “formally requested we cancel her contract through her response to the Revdex.com.” And “from what I recall [redacted] did not respond, and the matter was closed by the Revdex.com citing we made a good faith effort to resolve.” On review of the complaint, we found that the consumer did rebut your response. I have provided her additional responses below. Can you confirm whether you received this information previously and if it was taken into consideration in regards to the final response you provided in your previous email – particularly regarding whether consideration was given to [redacted] being allowed to continue her service with your company in lieu of not canceling if she was going to incur fees to do so?Most Recent MessageDate Sent: 12/4/2014 5:46:45 PMComplaint: [redacted]I am rejecting this response because:Attached is my phone log directly from at&t. All outgoing calls state the city and all incoming calls just say incoming. You can see I had zero incoming calls from C-6 on October 9th. The only call made between us is the original call I made. I can have at&t fax my phone records directly if needed.Again. I never agreed to have my contract cancelled with fees. I paid $53 on November 12th to have my trashed picked up from Oct-Dec. it says here my contract was cancelled on October 15th but you continued to pick my trash up till November 12th. You only fulfilled half of the quarterly bill I paid for. Considering I already had to pay another trash company to finish the year I do not see why I should pay you anymore money. You have all your equipment so I would just like my account to cleared.Regards,[redacted][Click to View All Consumer Messages]Date Sent: 12/4/2014 4:09:34 PMComplaint: [redacted]I am rejecting this response because:I requested to cancel my contract without further financial responsibility. You rejected my offer and said you would only cancel my contract if I paid fees. I rejected your offer as well. Even though I rejected your offer to cancel my service with fees c6 did it anyway. You cancelled my service and put $80 of fees on my name without my permission. I would have liked to send a 60 day written notice to end my contract but c6 did not give me the choice. They cancelled without sending me notice or an itemized bill of what I owe. I will also be attaching phone records to show c6 never contacted me as they claim. I would really like fees erased from my name. I already paid c6 to pick up my trash from October-December and they stopped half way through my pay period. I already had to pay another company to pick up my trash since c6 cancelled without my permission Regards,[redacted]Regarding [redacted] Case: I tried to call you at the number listed, but reached someone else’s voice mail. Please call me if you have any other questions regarding the [redacted] case questions. We gave our response on 10/15/14, and the Revdex.com closed the case citing the customer did not respond. She later rebutted our response, but not until 12/04/14, almost 6 weeks later? We were in the process of finaling the equipment & proceeding with her original request to cancel services. She also waited a month after being advised her account was going to close before making a payment, and left a message for us on 11/26/14. We were unable to reach her, but the note did say we left a voice mail. By the time she rebutted the argument our cans were picked up, the account closed, credits made, etc. We have a business to run, and a customer going back & forth on their decisions should only be allowed in a reasonable time frame. Six weeks is not a reasonable time frame.
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.
According to my account records I have a credit due then of roughly $70, how will these funds be dispersed to me?
Regards,
[redacted]
The terms & conditions outline C-6 follows what the GPS shows. Please see the Service Policy below:Service Policy. Although Contractor's goal is to provide scheduled service 100% of the time, we guarantee a minimum of a 95% successful service ratio on their scheduled collection...
day during the course of the contract year, and each renewal contract term thereafter. Customer agrees to have all products out to the curb for collection by 7:00am on their assigned service day, unobstructed, & in the proper collection receptacle. Customer agrees to provide notice within 24 hours of a missed service. A customer's failure to comply with the service policy terms could result in the prevention of a successful scheduled collection. Contractor utilizes GPS systems in vehicles to determine whether or not our vehicle went down the street from the hours of 7:00am until our close of business. If GPS confirms C-6 did not go down a street, the customer will be assigned a work order, and the trash/recycle will be collected within 24-48 hours. Customers should keep work order numbers for future reference. As a courtesy, we will issue a credit for one recycle pickup. The $2.41 will go towards the next quarterly bill. Thank You,
Complaint: [redacted]
I am rejecting this response because:The recycle bin was on the street from Sunday, December 27th, as a neighbor thought it would be picked up on Monday, December 28h. It is still on the street, full.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Their explanation is not satisfactory. I do not have time to argue with a deceitful business just trying at all cost to make money from hardworking people. With this attitude towards customer I can assure you that this business will be dead in 5 years. I can see why people in my neighbhorhood don't use them anymore. I was the only using them on my street. I dumped them too.
Regards,
[redacted]
C-6 requires all transfer of service requests to be made in writing. This helps to ensure information is relayed accurately. The written transfer of service was received on June 16th 2016 at 11:26am (please see the attached confirmation). While we understand the customer did not have internet...
access, customer service staff can help customers in the office Monday through Friday from 8:00am – 5:00pm. Our customer service representative reached out to Mr. [redacted] Monday morning to confirm the dates for the equipment pickup at the old address, and equipment delivery at the new address. During this conversation Mr. [redacted] advised he had already signed up for services with another trash provider. After reviewing the account our customer service representative reminded him that since he was moving into an area where service is provided by C-6 the contract would be eligible for transfer, and their election to cancel would result in liquidated damages (please see attached contract terms). He advised us he didn’t care what we did with the cans, was going to stay with the other provider, and hung up. Mrs. [redacted] called in a short time later demanding to speak with a Supervisor to discuss the liquidated breach fees. C-6 empowers, and trains, all customer service representatives to handle calls like these. Since the customer service representative had followed all company policies, and the terms of the agreement, there wasn’t a need to escalate the call. Mrs. [redacted] advised her she was on her way to our office, and hung up the phone. When Mrs. [redacted] arrived she was immediately disruptive, screaming at our staff. The attempt to bully our customer service team into conceding to her demands, was met with the repetitive explanation of contract terms, and the reminder C-6 was a place of business. Mrs. [redacted] is no longer allowed on C-6 property. The police will be called immediately should she elect visit our site again. The customer’s bins were inadvertently picked up on 07/15/15. They were returned on 07/17/15, and a credit was issued to offset the trouble. The customer did have non-payment issues on the account, but only one other service issue was reported from 08/01/13 – 06/22/16. With three times per week service, approximately 452 services would have occurred during the customer’s time with C-6 Disposal. The final statement is attached reflecting the final balance of 249.99. We attempted to final the equipment yesterday at 5:09pm from [redacted], but the carts were not out (please see attached GPS report). Since we were unable to collect the equipment the final invoice reflects equipment fees, liquidated damages, an adjustment for the prorated remainder of the quarter, and the final fee. If our truck is able to get the containers by end of business today, an adjustment will be made to the account for the equipment costs. The balance on this account is due on, or before, July 7th 2016 to avoid further collection fees, and activity.
Complaint: [redacted]
I do not accept their response. Similar to their ratings on Google (1.6 star rating, pic attached) and Yelp rating (1 star, pic attached), their customer service continues to be poor and unprofessional. In response to C-6's reply, of course I knew their requirements because as I stated, I called the company and the argumentative representative informed me of their cancellation policy. I didn't know the requirements because they are claiming it was CLEAR. They demanded that I mail a certified letter (which I did and paid for) and emphasized verbally that I am unable to cancel until the end of the second quarter or I would suffer a penalty fee. This is one reason I am asking for help from the Revdex.com. This company is participating in unfair business practices by placing their customers in a one year contract with no incentives in order to make it difficult for customers to leave; to make money off penalty fees; and to enable them to deliver poor service because customers are locked in. Other disposal companies do not require contracts as this company wants many to believe.I spoke to Tiger disposals who indicated that they don't require a contract and I spoke with Metro disposals who also indicated that they do not require a contract (they hear C-6 customers complaining greatly as well). I gave this company plenty of notice after paying (in full) their first quarter's billing and hope that Revdex.com would require C-6 to remove their contract clause not just for me but for all their customers. In addition, here are my initial requests again along with the reasons why I'm not accepting their reply and one-sided solution: 1) Phone Call Not Fulfilled - I requested a phone call from a Manager from C-6 to discuss this matter as clearly as possible and this still has NOT occurred. The person who responded to Revdex.com expects me to still pay a penalty which is 2-3 times more than my quarterly statement and forfeit my services. I felt it was understood that if I cancel at the end of March, I would not want any further charges but apparently this isn't logical to the responder. Perhaps if we spoke over the phone, this confusion could had been avoided.2) Contract Copy Needed - The contract sent seemed more like an email from one employee to another employee. I had services TRANSFERRED from [redacted] which started in 2005. Mrs. [redacted], is this contract legitimate? It's not signed nor attached to my email address. 3) Cancellation First Quarter (+ no penalty) - Last, as mentioned above, but now a little more clearly, I would NOT want a penalty charged which again is 2-3 times more than my quarterly fee and would want my services still cancelled on March 31, 2017. This company wants their payment (plus extra for what) without having to provide service. This seems like an unfair business practice. Hope this response suffices.[redacted]
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because they do not have true customer service. I have paid $60 yesterday, and have drawn out a letter to send to the companies CEO. This has by far been the worst customer service experience I have ever had, not even due to the fact that you will not reduce the amount owed. But for the simple fact that you are unwilling to act ethically and admit to your faults, which the fact is that your customer service did not act professionally and shouldn't be considered customer service. You no longer need to reply to these comments. But I will not be accepting the same response so that it can appear that the complaint was settled because it never was.
Regards,
[redacted]
The original contract was submitted 11/05/14, and a clearer version of the terms on 11/26/14. Please see the individual emails & their attachments. Our response remains the same.
We have attached the sign up form, terms, and statement of account.The customer signed up for service 08/18/2011 and accepted the terms of the contract. The contract automatically renews unless notice is provided via certified mail at least 60 days prior to the end date on the renewal term....
Currently this agreement is still under contract through 08/18/2017, and will roll over unless proper notice is given.Bills are due net 10. The bill in question was dated January 1st, 2017. The late fee and suspension occurred on 02/16/2017, 47 days after the bill date. The customer paid the bill on 02/20/2017, 51 days after the bill date. As a courtesy the customer service representative DID waive the fee mentioned in the complaint on 02/21/2017. Contracts are transferrable if residents move to an area we service. As such, customers are required to provide qualified move documentation before a contract can be transferred, or closed without penalty. Proof of move may include, but is not limited to: lease agreements, military move orders, proof of purchase, etc.In the event the customer would like to cancel, or close please forward the documentation via certified mail to [redacted]. Thank You.
In an effort to resolve this matter, we just issued a 1.85 credit. Please have all C-6 equipment at the curb next Tuesday 01/05/16 before 7:00am to final. Thank you.
C-6 offers the option for customers to manage their own reoccurring billing through our website. For security reasons these are: maintained, updated, and overseen by the customers themselves. The debit mentioned by the customer in the complaint was not a return. Rather, the charge was a decline for...
the card on file dated 01/01/16 (please see the attached printout from our online terminal). Additionally, please see the payment made on 02/25/16 by the customer for 90.00 was processed utilizing a different card. While our agreement outlines a 25.00 reinstatement fee charge, should a customer surpass 45 days outstanding on a net 10 invoice, it is our policy to extend a onetime courtesy credit for this fee on the first occurrence of being late. This customer already received the onetime credit, so an additional credit will not be issued.C-6 trains & empowers our customer service staff to respond to all types of calls, including late/delinquent payment issues. They have the latitude & autonomy to make decisions, and answer questions like these on the company’s behalf. The resolutions offered by all C-6 representatives handling the matters with Ms. [redacted] were done in accordance with company policy & are not subject to change.Thank You.
We will continue servicing the account as contracted, on the new route days as advised. All other items were addressed in our previous response.
Automatic credit card drafts are managed and maintained by customers. In November the customer canceled the automatic credit card feature for her account at [redacted]. Invoices are mailed every quarterly billing cycle to advise customers of the balances owed. Since there has has not...
been a payment issue a one time courtesy credit would have been offered, but the customer disconnected the call before the representative got the chance to advise. With the credit applied the balance owed is 59.19 to come off of suspended service status. Additionally, we will agree to cancel this customer's contract as requested effective September 20, 2016. Please remit the total balance of 126.06 (which already includes the 59.19 owed), and have the equipment out by 7:00am on that day. If the customers wishes to cancel earlier the service amounts for the remainder of the contract would turn into liquidated breach fees, and the amount owed would be the same.C-6 trains and empowers customer service staff to handle non payment issues like these. The call was handled in accordance with company policy, and as such did not meet the requirements for escalation.
Our company trains & empowers customer service staff to respond to all types of calls. They are given the autonomy, and latitude to make decisions, and provide answers to account matters like these. The resolution was in accordance with company policy. C-6 Disposal generates and mails invoices...
at the beginning of each calendar quarter. The mailing address we have on record is [redacted], and it has not been altered since the start of the contract in 2006. We had a slight increase in reports of invoices not being received in the Helotes area this past quarter, but C-6 cannot control the delivery of the mail. We normally apply a one time courtesy credit to a customer's account; the courtesy credit was given last quarter. In light of the recent increase, we will concede to apply one more credit to the customer's account in hopes of resolving the matter. Once the check is received the customer's account will be taken off of suspended service.
Complaint: [redacted]
I am rejecting this response because: The whole reason that repayment was made in the first place was to finalize the account as were the terms that were told to us. We were under the belief that the account was already finalized and that repayment would make no difference to the cancellation already in progress. We were forced to go with another service because we were told that even if we did the repayment our service was still being cancelled.
Regards,
[redacted]
Ms. [redacted] is being less than candid in the explanation provided on the complaint form. C-6 operates under service agreements for the protection of both the customer, and the company.Ms. [redacted] elected not to fulfill the terms of the agreement, even after being reminded of the...
liquidated breach fees. We made several attempts to collect our equipment, so that portion of the balance could be credited, but Ms. [redacted] refused to return the items when our Field Supervisor arrived at her location. She wrote the complaint to the Revdex.com in an effort to use them as a vehicle to force C-6 to agree with her complaint, and concede to her demands. We have operated within the terms of the agreement, and the balance of 353.88 (276.47 + collections fees) is due & payable to our outside collections agency, Account Services. They can be reached at [redacted] to resolve this matter. If Ms. [redacted] will agree to place our equipment out on Friday June 17th, 2016 no later than 7:00am our truck will come by to collect the units, and a credit of 194.85 will be issued towards the balance, bringing it down to 159.03.
Complaint: [redacted]
I am rejecting this response because: The bill I received in January was due by February 15th. The late fee has already been waived. That is no longer an issue. As stated previously, your email stating I "accepted" the terms is not proof or acknowledgement that I "signed" the contract or even saw the "terms". I did not sign any contract with your company nor did I see anything about any terms. Your current site says to send in a 60 day cancellation notice. See attached letter stating multiple complaints of service and a certified letter mailed this morning confirming my cancellation of service. [redacted] has confirmed my containers will be picked up on 6/16/2017.
Regards,
[redacted]
Customers must check the box agreeing to the terms before proceeding with sign up, this includes all items mentioned in our original response. We will wait for your communication (via certified mail) to determine how you would like to proceed with the account. In the meantime, if payment is made for the outstanding past due balance the services will resume. Thank You.
Please see the attached email string, original contract, and blank terms page. Mr. [redacted] is attempting to get out of a legally binding agreement without penalty. He threatened us with your organization, and the Attorney General throughout his communications with our company.Mr. [redacted] signed off,...
and utilized a fax machine as a method to submit the document. The distortion caused by faxing does not void the contract. Please refer to the area of the email string where our attorney was consulted for clarification. [redacted] reviewed the information advised: "The incorporation by reference is sufficient to bind him to those terms also. I would also note it appears that someone initialed the 2nd side also. He is bound by those terms and the case law is clear". Mr.[redacted] can be reached directly at ###-###-#### for further questions. At this point any attorney's fees brought on as a result of enforcing this agreement will be billed to the customer (cited in the bottom section of our contract terms as well). We formally request this case be closed on the basis it legally lacks merit, or substance. Again, C-6 is simply holding him to contract terms. Mr. [redacted] has already been provided the amount he will need to pay for electing to exit the contract early, or he can elect to continue the agreement through its expiration date. He will need to advise on how he would like to proceed.
In regards to [redacted]’s case, we further reviewed the case in order to evaluate it with the response you provided in your last email. On review, we wanted to request you address a few inquiries regarding your statement that the consumer “formally requested we cancel her contract through her response to the Revdex.com.” And “from what I recall [redacted] did not respond, and the matter was closed by the Revdex.com citing we made a good faith effort to resolve.” On review of the complaint, we found that the consumer did rebut your response. I have provided her additional responses below. Can you confirm whether you received this information previously and if it was taken into consideration in regards to the final response you provided in your previous email – particularly regarding whether consideration was given to [redacted] being allowed to continue her service with your company in lieu of not canceling if she was going to incur fees to do so?Most Recent MessageDate Sent: 12/4/2014 5:46:45 PMComplaint: [redacted]I am rejecting this response because:Attached is my phone log directly from at&t. All outgoing calls state the city and all incoming calls just say incoming. You can see I had zero incoming calls from C-6 on October 9th. The only call made between us is the original call I made. I can have at&t fax my phone records directly if needed.Again. I never agreed to have my contract cancelled with fees. I paid $53 on November 12th to have my trashed picked up from Oct-Dec. it says here my contract was cancelled on October 15th but you continued to pick my trash up till November 12th. You only fulfilled half of the quarterly bill I paid for. Considering I already had to pay another trash company to finish the year I do not see why I should pay you anymore money. You have all your equipment so I would just like my account to cleared.Regards,[redacted][Click to View All Consumer Messages]Date Sent: 12/4/2014 4:09:34 PMComplaint: [redacted]I am rejecting this response because:I requested to cancel my contract without further financial responsibility. You rejected my offer and said you would only cancel my contract if I paid fees. I rejected your offer as well. Even though I rejected your offer to cancel my service with fees c6 did it anyway. You cancelled my service and put $80 of fees on my name without my permission. I would have liked to send a 60 day written notice to end my contract but c6 did not give me the choice. They cancelled without sending me notice or an itemized bill of what I owe. I will also be attaching phone records to show c6 never contacted me as they claim. I would really like fees erased from my name. I already paid c6 to pick up my trash from October-December and they stopped half way through my pay period. I already had to pay another company to pick up my trash since c6 cancelled without my permission Regards,[redacted]Regarding [redacted] Case: I tried to call you at the number listed, but reached someone else’s voice mail. Please call me if you have any other questions regarding the [redacted] case questions. We gave our response on 10/15/14, and the Revdex.com closed the case citing the customer did not respond. She later rebutted our response, but not until 12/04/14, almost 6 weeks later? We were in the process of finaling the equipment & proceeding with her original request to cancel services. She also waited a month after being advised her account was going to close before making a payment, and left a message for us on 11/26/14. We were unable to reach her, but the note did say we left a voice mail. By the time she rebutted the argument our cans were picked up, the account closed, credits made, etc. We have a business to run, and a customer going back & forth on their decisions should only be allowed in a reasonable time frame. Six weeks is not a reasonable time frame.
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.
According to my account records I have a credit due then of roughly $70, how will these funds be dispersed to me?
Regards,
[redacted]