Central Valley Stone Restoration, Inc.

This letter is a response to a customer complaint that was submitted to the Revdex.com on 5/2/We appreciate this customer for taking the time to notify us of their unsatisfactory experience with our service. We understand the customer is upset at the charges he received
Due to the nature of the temporary roll off business we always have our customers review and sign terms and conditions prior to the delivery of our dumpsterIn this event the customer did receive and sign the terms and conditions which outline the possibility of additional fees if we are unable to service the dumpsterIn this case we were unable to service because of iceThe customer's date of delivery was 3/29/We allow up to days with the dumpster and if a customer does not want it for the full term it does not change the costOutside of delivery there are bulleted items below.• 4/4/16- first attempted removal (too icy in driveway)Called customer andinformed we could not service and advised of fee ($100)• 4/4/ - Second attempt to remove and driveway was s till not saltedAdvisedcustomer of$fee again• 4/6/16- Finally able to remove $fee• 4/14/16- Customer called and requested another roll off deliveryCharged card forrental.• 4/26/16- After days removed dumpster without issueI have included the documentation for charges the customer is claiming are invalidModernhas since sent this customer to external collections with National RecoveryTo resolve theissue he will need to make payment of$which was sent to collectionsThe final itemfrom the complaint I want to address are the recorded phone callsModern has a disclaimerbefore a call is answered that calls may be recordedAfter review of the calls with thiscustomer we did confirm with him the fees and that we were charging the callsModern hasdone nothing illegal by recording a phone call.If you need any further information please do not hesitate to contact me at ***. Sincerely, Lisa *** Customer Service Manager Modern Disposal Services, Inc

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below• 4/4/16- first attempted removal (too icy in driveway)Called customer andinformed we could not service and advised of fee ($100) NO THEY DID NOT THEY CALLED AND SAID THE ROADS WERE TOO BAD BECAUSE OF THE SNOW STORM AND WOULD NOT BE ABLE TO PICK UP NO MENTION THAT IT WAS MY DRIVEWAY NOR A 100$ FEE• 4/4/ - Second attempt to remove and driveway was s till not salted THEY CALLED TO SAY THAT THEY COULD NOT MAKE IT UP MY DRIVEWAY AND THAT THEY NEEDED TO CHARGE MY CARD $FOR APRIL AND APRIL I told them they never mentioned anything about a fee the day before nor did they mention it was my driveway I was out of the country, if they would have told me that I would have never said it was fine to come back the next day Further when they called to say they wanted to charge me 200$ for days, it was still not even picked up• 4/6/16- Finally able to remove $fee NO they did not remove 100$ they still charged me the full 200$And no there was no disclaimer to having a phone call recorded when I called to place the initial order for the dumpster Regards, *** ***

After review of the complaint received from this customer, It has been concluded that a collection was not made on collection day because the resident was mixing waste streams together The Town of Amherst, NY policy requires Recycling collection, Trash Collection and Yard waste
collection(used for composting through the town) be separate from one another for collectionThis resident was mixing yard waste along with her trash collection, which is why the materials were left behind. The resident placed a call to Modern customer service which was reported to our drivers supervisor for recovery, who then notified our separate recovery truck the collection was missedUpon his arrival it was reported to the supervisor that resident had mixed waste streamsWhich is why he did not collect, he did in fact drive around the corner to place this call to the drivers supervisor as they must park their vehicles to make phone calls/email etcdue to NYS law they are not permitted to use portable devices while driving. The following day the drivers supervisor was sent to the location as the resident placed a call to Modern again, The supervisor did explain to the resident we are unable to take the mixed waste streams as per our contract with the Town of Amherst, NY.

Consumer filed duplicate complaint:? ? Customer Service Issues Hello, This is the 2nd Revdex.com claim I have now made to modern disposal as they do not conduct business professionally when handling complaintsMy first complaint was met with blame on my end and a story about how a supervisor conducted themselves by explaining to me that you can mix yard waste with trash and that is why my garbage was not picked up for the fourth time in monthsIn reality what the supervisor said was “there is a leaf” in which he pointed out a single leaf that had fallen into my garbage from the tree above and that is why they were refusing pick-upHe hen proceeded to tell me to relax and that ithey were going to come get itSecond lie given was about the supervisor that was outside my house was there on business because the supervisor even stated he was not at my house on Monday, yet another lie the complaint handler statedI can go on and on about the unprofessional handling this company displays, but I have had yet another encounter last piwhere I was outside my house when the garbage truck pulled up to my neighbors trashThey can, right in front of me, drove right past my garbage without a look to the next neighbors when I started to walk over to them the guy came back and said “oops almost forgot you” and smiledThis is not a company that will take any ownership for their mistakes and it needs to be heard that they have guys in their company still purposely doing things to harass us because we filed a complaint that they missed our garbage onceDesired Resolution:otherDesired Outcome:? I want the company to take a look at their employees and rather than taking complaints and covering for their employees start actually taking action against those who are harassing homeowners as we are their business and I know I can’t be the only person who they have harasses and continue to pick on

This letter is a response to a customer complaint that was submitted to the Revdex.com on 7/21/We appreciate this customer for taking the time to? notify us of their unsatisfactory experience with our serviceWe are taking every action possible to make sure that this problem is
rectified and we are able to learn from our mistakes.? We truly regret the service issues Mr*** experienced with our companyHis? complaint was accurate and we did not properly follow through on our end to solve the problem.? We have attempted to reach out to Mr*** to see if he still would like us to? remove any trash remaining but have not heard back at this timeIn reference to thepayment we will not issue a creditThe customer's last payment was on 3/10/16? which was applied to invoice number *** for service from 1/1/6/30/16.? Prior to cancellation the customer had an open invoice number *** for service from 7/1/16- 12/31/This most recent invoice was voided after cancellationAll? missed service issues occurred in the month of July Again, we truly regret the inconvenience this has caused a resident in ourcommunity and we do our very best to learn from these mistakesIf you need any? further information please do not hesitate to contact me at ***.? ? Sincerely,? Lisa ***? Customer Service Manager? Modern Disposal Services, Inc