Cleanscapes

Complaint: [redacted] I am rejecting this response because: I had moved out of this location on June 28th, the final garbage collection would have occurred in the month of June which was already paidI canceled the account on June 30, all that was left was you to pick up the binsI shouldn't be required to pay for you to pick up the bins when there was nothing in them Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: It is flat out wrongTry to follow this simple logic: If I have a dumpster and ask to get picked up every weeks I pay one price If I have the same dumpster and ask to be picked up every week I will pay more Therefore, if I am paying for weekly pickup and they do not pick it up I should pay lessSincerely, [redacted]

I’m sorry that you feel it is not acceptable to put a note on the account to not collect extra trash. The problem lies within the fact that the majority of the time, the extra trash is actually inside the bin – meaning that the customer has overfilled the bin beyond the capacity that they... pay for. A driver will not be able to remove trash by hand and leave it on the ground for a later date. We also cannot simply not service the over filled can, because then we will be reported as it being “missed,” which would be false. As a courtesy, I can certainly credit the $10.46, but we will not be able to credit any more extras or put the note on the account as you requested. If the tenants are putting out more trash than the can holds then you might want to consider increasing the service for them. You also can consider having the tenants put the trash accounts in their own names so they can pay for their own services. I see you do not have compost sevice on your account. Adding this service will help reduce waste in the trash bins which would help alleviate your extras. We can schedule a free waste audit and send you educational material to help your tenants reduce waste and possibly save money.

We would have loved to send the driver back right away if we had been alerted to any errorIn doing so, three key things happen: The most important part is that the trash gets collected and you do not have a pile of trash at your business The driver learns from any mistake he made to prevent any more in the future The error is officially documented Drivers are only allowed a certain amount of valid misses and are written up We were only made aware of this situation after all the trash had been removed on July 19th - the extra pile of trash was collected at not cost to youWe sincerely apologize for a missed collection and we are glad all the trash was eventually collectedWe want to learn from any mistakes and prevent any errors at your business to ensure a smooth collection, so please alert us immediately of any mistakes so that they can be taken care of for you promptly and prevent any piles of trash from accumulating

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. Sincerely, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is partially satisfactory to me
I did try increase the service but still can not control the amount of garbage being put outIt could very likely an outsider drive by and drop them offIt could be their friends/relativeetcSo it could be a numerous factorsIn term of have the garbage in the tenant name is not possible at this time because the contract already been sign for me to pay for the garbageSo this is not an option neither why is it so hard that Cleanscape can not add a note to not pickup extraWaste Management can why can't you? If I have a choice I would rather not using CleanScape to pickup the garbageThis is not a residential account and why can't you operate your business just like others?Also, the container is only gallon and if the lid is not being close all the way shut, it's still not that much to charge me $
Sincerely,
*** ***

On February 1st, 2016, the regular trash driver drove up to the shop *** *** * *** ** *** *** *** West at 8:24am. The trash bin was blocked by vehicles, as it often is, and the driver could not service the trash. Trash drivers are not allowed to get out of their vehicles and
walk around the site asking for customers to move the vehicles, as that is both time consuming and unsafe to leave their trucks unattended. It is the procedure for all drivers to radio to Operations to make a courtesy outbound call to the customer to see if they could move the vehicles and the driver can return when it is clear
In this case, the driver followed the procedure exactly. The bin was blocked (as confirmed by the customer), he was moving on and in the process of calling Operations when an employee on site stopped him. The driver stopped and waited while Operations Controller made an outbound call to the customer, ***In that phone call, the customer was very upset in the fact that he felt that the only reason we was calling him was because he threatened the driver that he was going to call his supervisor. This was not, in fact, true, as it is the procedure to call each customer when the bin is blocked The customer moved the cars and the trash can was serviced
I have included a screen shot showing the time the driver spent waiting on site (seven and a half minutes) for the customer to move the vehicles on February 1st. I also want to note that it is the duty of the customer to have the site cleared on the collection day. The driver has consistently been at the site within the same 10-minute time frame every Monday. The record of collections for the last six weeks are:
December 21, : 8:23am
December 28, 2015: 8:24am
January 4, 2016: 8:20am
January 11, 2016: 8:33am
January 18, 2016: 8:30am
January 25, 2016: 8:37am
February 4, 2016: 8:31am
It is important for all customers, not just *** *** * ***, to have the site cleared for collection so the driver can service them in a timely fashionThis ensures that the routes are completed in a safe an efficient fashion and rates can be kept down. If we spent minutes or more at each site waiting for customers to move cars or items to clear a path, the time each driver spends on the road would likely quadruple
In response to what the driver said or how he behaved to the customer, no one knows what really happened except the driver and the customer. The driver had a different view on the incident, as he stated that a man ran up and threatened to file a complaint if he left the site and the driver responded that he needed to move the cars. In the future, all the customer has to do is kindly ask the driver to please wait as they will move the vehicles very quicklyIt would also be helpful if they kept the site cleared on the collection day, as we have proven to have a very consistent collection time here. We asked the driver’s manager to speak to him regarding the interaction on the same day that the customer reported the complaint, February 1st. The complaint was noted on our end at 8:35am on February 1st

I apologize that your garbage was missed last week on 7/12.  If you had notified us of the missed collection last week, we would have been happy to send the driver back to collect your trash sooner.  However, instead we came back today, 7/19, on your regular collection day, and...

collected two extra yards of trash.  Since all of your trash has now been collected, a credit is not warranted.
 
Solid waste collection services differ from landscaping services, as our costs include both labor and tonnage.  Payment for trash collection includes the cost to haul your trash as well as the tonnage rates associated with the volume of material.  Since the volume of material we picked up from your site today is the equivalent of two pick-ups, the charge for collection is the same.
 
In the future, if there are any errors with collection, please contact us immediately and the driver will return to correct any mistakes.

Hey there,
 
Moments ago I received communication regarding my complaint , [redacted], with Cleanscapes.  I believe that we have come to an  understanding and reached a solution to our problem.
 
Thank you for your time.
 
[redacted]

Hello,
This was not communicated to us when you cancelled the account on June 30th.  If you had told us that the bins were empty and we could remove them on July 1st, then we would have done that.  Instead, you agreed to have one more collection on July 6th. 
As a courtesy, I will credit the final pickup.  In the future, you must communicate clearly what is going on so that we don't send drivers over to your house to empty bins that are already empty.   
Thank you.

I’m sorry that you feel it is not acceptable to put a note on the account to not collect extra trash.  The problem lies within the fact that the majority of the time, the extra trash is actually inside the bin – meaning that the customer has overfilled the bin beyond the capacity that they...

pay for.  A driver will not be able to remove trash by hand and leave it on the ground for a later date.  We also cannot simply not service the over filled can, because then we will be reported as it being “missed,” which would be false.  As a courtesy, I can certainly credit the $10.46, but we will not be able to credit any more extras or put the note on the account as you requested.  If the tenants are putting out more trash than the can holds then you might want to consider increasing the service for them.  You also can consider having the tenants put the trash accounts in their own names so they can pay for their own services. I see you do not have compost sevice on your account. Adding this service will help reduce waste in the trash bins which would help alleviate your extras. We can schedule a free waste audit and send you educational material to help your tenants reduce waste and possibly save money.

Complaint: [redacted]I am rejecting this response because:
I had moved out of this location on June 28th, the final garbage collection would have occurred in the month of June which was already paid. I canceled the account on June 30, all that was left was you to pick up the bins. I shouldn't be required to pay for you to pick up the bins when there was nothing in them.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
It is flat out wrong. Try to follow this simple logic:
1. If I have a dumpster and ask to get picked up every 2 weeks I pay one price
2. If I have the same dumpster and ask to be picked up every week I will pay more
3. Therefore, if I am paying for weekly pickup and they do not pick it up I should pay lessSincerely,[redacted]

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. Sincerely, [redacted]

Hello Mr. [redacted],
On June 30, 2014 (Tuesday) you called to cancel your account.  The collection day at that house is Monday. The final collection occurred on July 6, 2014 (Monday) - at your request.  The bins were emptied and then removed on July 6, 2014.  The bill is for the final...

collection of your trash and yard waste on July 6, 2014.
Thank you.

We would have loved to send the driver back right away if we had been alerted to any error. In doing so, three key things happen:
 
1. The most important part is that the trash gets collected and you do not have a pile of trash at your business.
2. The driver learns from any mistake he made to prevent any more in the future.
3. The error is officially documented.  Drivers are only allowed a certain amount of valid misses and are written up.
 
We were only made aware of this situation after all the trash had been removed on July 19th - the extra pile of trash was collected at not cost to you. We sincerely apologize for a missed collection and we are glad all the trash was eventually collected. We want to learn from any mistakes and prevent any errors at your business to ensure a smooth collection, so please alert us immediately of any mistakes so that they can be taken care of for you promptly and prevent any piles of trash from accumulating.