County Waste

Good afternoon, notification was sent that the credit card on file was unable to be processed in September and we had no response As the account fell behind we made several attempts to contact you via phone as well as continued to send monthly statements The account was closed mid January since we had not heard from you and no payment was received When the account was closed it was notated by the driver that the trash carts were removed This was an error on our part and you continued to receive service There was a partial payment made at the beginning of February that covered the past due balance until approxmid January When we spoke to your wife on February 16th we had stated that we needed to collect the remainder of the balance due as well as March services Our service is done on a month to month basis so you are responsible for the month of February and no refund is due

The information that the customer provided was correctWe did receive a call from her regarding a missed service at which time we dispatched a driver back out to collect In the notes on her account there are notes where the customer service agent advised the customer that we needed to have her use one of our cans for collection and the customer had said she would look around for another service but there was no request to cancel the service [redacted] did forward a copy of an email that was sent in requesting cancellation of her service on 9/to which we had a customer service agent reply In that reply we had asked the reason for cancellationWe will always try to assist our customers and keep the account open Most times they may be moving to another area we service, or a financial hardship that we can assist with If the reason is due to a service concern we want to work toward a resolution We had not heard back and the account was kept open When next speaking with [redacted] , [redacted] did receive a forwarded copy of the email sent on 9/and back dated the cancellation to that date since there was no prior request We understand that in an acquisition some customers may not be comfortable with the change and as a courtesy we have removed the balance of $that was outstanding on her account

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

Please accept our apologies We dont agree with "hard sell" tacticsThis is a group of young people that we have hired to solicit for us, and they are excited about what they have to offerWe will address the issueSorry for the inconvienence /> [redacted] County Waste

A route manger spoke to this customer last week regarding the missed services and we have corrected the mapping for the drivers to eliminate this from happening in the future I have also added a free month of service to this customers account due to the inconvenience

Thank you for allowing us to assist you in this matter I do apologize if you have not had response to your emails, [redacted] is no longer with the company so I have asked IT to make sure a stop is on her email account I looked into your account and found that a check had been written I was able to follow up with our accounting department and was told that Check [redacted] ***$was mailed to [redacted] in the name of [redacted] ***, which is the name on the accountOur bank records indicate that the check has cleared If you need anything further please let me know

Our safety manager [redacted] stated that he had left a voicemail on 7/and has checked the property He will reach out again today to address your concerns If you would like you can contact him directly at [redacted] Thank you! *** [redacted] ?

I apologize that it took as many calls as it did to get this issue resolved The address in question is in a neighborhood that is being developed Unfortunately this caused a mapping error so the driver did not go far enough into the area to collect Mr [redacted] trash Once the information was transferred to me, I spoke to him and was able to get a description of the house and work through the mapping with him to resolve the issue A work order was placed to have a driver out to collect the service as soon as possible, which happened the be the next morning I have made a credit adjustment on the account of $

I apologize for the inconvenience that you have experienced I understand that our operations manager Jim spoke with you regarding this instance While we are unable to confirm that it was our driver who removed your personal cart we have issued a $goodwill credit to your account To clarify about the yard waste, we will collect up to bags of leaves or yard debris each week We are happy to provide up to trash carts at the same rate and you can use the second cart for your yard waste if you would like If you do not want the 2nd cart we ask that if there is room in your County Waste trash cart you fill that first and place the excess yard waste bags on the side Please contact the office is you would like the second trash cart and any of the customer service representatives will be able to help you We appreciate you allowing us to resolve your concerns

[redacted] in calculating the rate of service you can not use the number of pick ups as it varies from month to month We did not make the adjustment to a curbside service until after the collection that was done on the 10th so you would not have had any disruption of service The stop service was based on the cancellation of service at that time since you did not want a curbside service, this generated the refund of 19.15.If you had chose to stay with the company we would have provided a curbside collection at the rate of $19.50/month We chose to eliminate non-curbside collection due to the liability to our drivers with pets and dangerous areas to be walking, as well as our customers property possibly being damaged, in addition to other reasons I apologize that you are unhappy with the decision that we have made and hope that you have been able to secure a company that will provide the service that you desire We appreciate the time that you were our customer and would be happy to provide service for you in the future if you choose

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below There was NO Voicemail left and I can provide phone records to prove that NO ONE CALLED, much less left a message on July 10th That is a bold-faced lie and I work from home and NO ONE has "checked on the property" I have been approached by friends that work for *** that would like to run this story through [redacted] If I do not get a resolution soon, that will be my next step Regards, [redacted]

Good morning, this is a closed complaint that I wanted to follow up withI spoke to the customer this morning and his service has been running fine We are revamping our yard waste program for this fall and we appreciate his feedback to help us meet the needs and expectations of our customers He will contact us if there are any troubles with service moving forward [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Today 2/15/the County Waste company came in my backyard and took my personal trash bucket They never provided my family with one and I would like it back My husband and I are irate Until the bucket that we owned is returned this matter will not be resolved The bucket did not have there name on it Every other customer in the neighborhood had buckets we never got one and never asked for one cause we had our own Thank you for your understanding I will not be paying anything to them until I receive my trash bucket back They trespassed on private property when they came in my yard and they stole my property People in the community know that I am a woman of faith and that I am honest Sincerely, [redacted]

Thank you for taking to time to contact us regarding your concerns The attached residential service agreement was signed on 6/27/with a start date of 7/1/ The agreement was for two years and states that if it is cancelled that the balance of the agreement must be paid County Waste acquired [redacted] on 10/1/and with the acquisition all contracts were transferred The agreement does not state that it is non-transferable and therefore is valid and stands A portion of the balance owed on the account is for our property that we were unable to recover If we are able to recover the carts the overall balance owed would be reduced by $ [redacted] We would be happy to re-open the account and continue servicing for the remainder of the agreement periodIf that is not acceptable I would be happy to work with the customer to schedule the collection of our carts and reduce the balanced owed

Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.County Waste has not provided an offer to resolve this complaintCounty Waste breached our monthly agreement by not providing back yard service for the month of December after they received payment for the serviceThey have issued a refund of $19.15, which is $short of the $they received for paymentAs stated previously, even prorating the month on the dated they claim they provided service (which is not accurate) the amount refunded does not mathematically add up County Waste failed to provide a break down of how they arrived at a refund of $I ask County Waste to provide a full detailed explanation of how they arrived at a refund of $This explanation should include the mathematical calculations they used to arrive at $ If County Waste is unable to provide this break down to prove their calculation is correct, the remaining $should be refunded immediatelyAlthough the illegal finance charge has been removed from my account, County Waste has still failed to provide an explanation as how they can charge a customer a finance charge without informing them ahead of time At the very least, they should apologize for their lack of knowledge of the law! Clearly, County Waste does not operate in a professional and ethical manorRegards, [redacted] ***

Mr***, I apologize if there was any miscommunication when we spoke on the phone on 2/ I clearly stated that I would be speaking to the operations manager regarding the removal of the trash cart and I never said that I would not be removing the charge In the initial conversation when I was speaking to your wife and we were going over the dates I let her know that it was possible that the operations manager had called out the removal to a different driver which caused the paperwork to be marked as not available for collection by the original driver resulting in your account being charged You had taken over the call at the end when I reiterated that I would be speaking to the operation manager I had spoke to the operations manger later in the evening and that was in fact the case Your wife had called in the following morning (3/1) and was told that the charge had been removed which we confirmed by sending her an email (9:03am) I believe that we have resolved this issue for you in a timely manner, however if you have further questions please feel free to contact meThank you, ***

I would like to start with an apology for the inconvenience that you had experienced during the collection on 1/ It appears that you spoke to a customer service representative regarding the partial collection that did occur The possibility that the yard waste was frozen in the trash cart since it was not bagged does happen from time to time in which case we send a driver back out to retrieve whatever was left behind If you are able to capture any footage that would be useful for training purposes we would love to have a copy if you are willing to provide it I have placed the requested credit on your account Thank you and have a wonderful day!

All of us here at County Waste are somewhat setback infinding that the satisfaction of one of our customers is lackingI apologizefor the frustration that this situation has caused you, and truly appreciate thetime that you have taken to reach out to usThe solicitation agreement in question that you hadsigned in March of 2013, had been an agreement to lock the then presented rateof $for a one year period In the beginning of June 2014, we were forced toanalyze our pricing due to the significant rise in our landfill cost, whereas,earlier in 2014, we experienced nearly a 33% increase in disposal feesAfterholding our rates for nearly months, we found ourselves compelled toincrease our monthly rates to our customers to offset these added costsUponthis decision, we then sent out a notification letter stating that we needed topass along these added costs, therefore raising our monthly fee to $15.75, allof which was set to begin starting with the July billing cycle I did investigate your particular concern and found fromthe notations on your account that you had spoken to a Customer Care Representativeat that time who indicated the reasons for the increase, which included a largeincrease born from the local disposal facilityUnfortunately the same disposal facility had imposedanother increase in early The escalation of our disposal fees, along withother operational increases and expenses have made it necessary for a change inrates that occurred recently Accordingly, County Waste did send out a timely andappropriate notification to our affected customers in late June and early July 2015.This notification explained that there would be an increase affecting ourmonthly fee base, effective at the beginning of August Again, I apologize for the frustration this may havecaused, please be assured although we strive to keep our costs as low aspossible while still continuing to provide the level of service that ourcustomers have come to expect, there are many instances, where we find thatcertain costs are outside of our reachable control, with most, causing us tounfortunately have no other choice but to pass along the added cost(s)Thank you for continuing to patronize our CountyWasteWe do indeed value all of our customers equally

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.] Better Business... Bureau: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]