County Waste

We receive an email from the customer on 9/at 8:55pm as well We have corrected the maps that the driver uses to include her portion of the street that was left off in error We also dispatched a driver to collect the service that was missed and to swap her trash cans with clean ones [redacted] had called to speak to the customer and ended up leaving a voicemail on the number she requested to be contact at 1:30pm

We would like to thank you for your loyalty as a previous customer of Virginia Waste Services, Inc(VWS)We apologize for any service related issue that may have encountered prior to February " We take customer service matters very seriouslyInclement weather and Icy roads resulted in
trash collection service to be delayed one dayWe understand a trash service delay can be an inconvenience however the decision to delay due to inclement weather is made with customer and employee safety as the motivating factorThe residential department of VWS as sold to *** *** as of February 20th VWS cannot be held responsible for the service related issues described after the sale dateWe have *** a check in the amount of$Again, we would like to thank you for your previous service with VWSIf you would like to discuss this matter further, please Contact *** ***, *** ***, VWS* ***

Hello, I do apologize that you receive another invoice. I had done the credit on our end and unfortunately we had not received the credit from *** *** that was needed to bring the balance to zero. I have cleared your account of the portion owed from them which should keep you
from receiving any future invoices. If there is anything else you need assistance with please feel free to contact me directlyHave a great day!
*** ***
***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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.]
County Waste has records of my call on 4/28/2015, in which I canceled my service with themThey failed to carry out their internal process for the cancellationI was not surprised at their lack of action to cancel given my experience with them in the prior months when they did not return my calls regarding poor serviceI followed their policy stated on their website for cancellationI have no obligation beyond thatI have the right to terminate my service at any given timeI am under no obligation to provide any documentation as to my actions regarding my waste removal and did not agree to provide them with this informationI did acknowledge their request with asked with an unbelievable laughI am not responsible for their inabilities as a company and will not pay for service after my cancellation dateHad County Waste been in any way concerned with their customers and the service they provide, they would have returned my calls regarding such in the prior monthsThey made no attempt to contact me until my bill went unpaid for several monthsOf course I wasn't going to pay a bill after I had canceled my serviceThe error is on their partThey erroneously billed me after my cancellation datePlain and simpleMy original request to resolve remains unchanged.
Regards,
*** ***

[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 ***, 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: [email protected]
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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 is attempting to hold me to a service agreement which County Waste breached by not following the service agreementCounty Waste continued to charge me for services that were not being provided (** gallon recycling cart was taken away by County Waste and replaced by one two-thirds the size)Therefore my cancellation in March is legally validI want County Waste to remove their two carts from my property within business days as service was terminated by written notice effective March 15, 2017.
Regards,
*** ***

Dear *** ***, I am sorry that you had to go to these lengths to get a credit for no pick up
I have credited your account for the week begining Jan 12- Jan25. I hope this will suffice & our
apologies for the inconvenience
Please let me know if I can be of further assistance. Again, Thank You for your Business
*** ** ***
*** * *** ***
*** *** ** *** ***
*** *** ***
Please remit all payments, questions, etc
to the following address:
*** *** *** ***
*** *** ** ***
*** *** ***
*** ***
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***

[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 ***, 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: ***
Regards,
*** ***

[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.]Thank you for your cooperation, I appreciate it, have a great day
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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: ***
Regards,
*** ***

Thank you for allowing us the opportunity to address your concerns. When you notified us of the cart being left at the curb we did have a new crew who was then talked to about proper cart placement so that it would not happen in the future. You had then notified us of spilt cat
litter. We had a route manager go out and do the clean up as well as assess the property. *** does require a collection from behind the home which we are happy to adhere to. Unfortunately your request for the crew to remove the lattice from around the cart, empty the cart, and then spike the lattice back into the ground is beyond the scope of liability that we can assume. If there was a permanent opening or a gate that would allow us access to the trash carts we believe there would not be any issues during collection. Per your last conversation with ***, the *** ***, we have cancelled your account and there is a zero balance

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 us. The 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 facility. Unfortunately 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 2015. 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

Good afternoon, I reviewed your account and the information surrounding the missed service. I apologize that were we're unable to complete the service on Thursday when you reported to us that the service was missed. When we send out drivers to collect missed services it is either
completed the same day or the next. I was able to confirm that this was completed today along with the rest of the *** Ln that was blocked by ***. We appreciate you bringing this to our attention and allowing us to correct the situation. Have a wonderful weekend!

Thank you for taking the time to contact us regarding your service. I have attached a copy of the Residential Service Agreement that was signed on 7/20/with a start date of 8/1/16. On October 1, County Waste acquired *** *** and all contracts transferred. If the
recycling cart is smaller than you anticipated I am happy to have the ** gal exchanged for a ** gal. In reviewing your account I see where you called regarding the collection days but I did not see where the size of the cart was mentioned or we would have exchanged it at that time. I apologize for any miscommunication that may have occurred at that time. If you could please call into the office at your earliest convenience we can schedule the exchange for you. Thank you again for contacting us and have a wonderful day!

Took over several smaller local businesses, and lowered service quality dramatically by leaving doors open against community standards and covenants, lids off of flip-top cans so they filed with rain water, and skipping service days entirely Drivers and workers are not consistent from week to week They have continued to do these things for months and months after taking over, even after repeated calls to customer service and promises to "do better next week" each time Then, adding insult to injury, they suddenly notified me of a 42% increase in my monthly rate (from $to $27) TWO DAYS before the bill arrived!

[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 ***, 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: ***@richmond.Revdex.com.org
Regards,
*** ***

I do apologize that we were unable to provide you with a rate at the time the letter was sent. We have been working hard to keep the increase as low as possible while continuing to provide the level of service that you and all our customers have come to expect. We have uploaded the new
rates into our customers account and your monthly rate is now at $16. Your service was actually acquired through the acquisition of Virginia Waste Services that took place in February. While we would love to keep you as a customer, if you are uncomfortable you are welcome to cancel your service without any penalty. Your new rate of $per month we believe is still a very good price for weekly trash removal. If there is anything else I can for you please don't hesitate to contact me. I hope you have a great day!
*** ***
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Thank you for taking the time to let us know your recent service experience. I do see where your collection day is scheduled for Friday's and that you had contact customer service on Friday 1/to let us know that your previous service was missed. The customer service agent was
correct in letting you know that we do not provide credits for missed service, instead we send a driver back to collect the missed serviceThis way they can alert us to any issue that may be causing a disruption in service. Unfortunately we weren't notified of the missed service until the day prior to your regular service (Saturday due to the holiday) so we did not have the opportunity to do that. On a good note, you already new that the reason for disruption was that you had the driveway resealed and blocked off. As an act of good faith I have added the week credit to your account. I hope you have a wonderful new year!

We had spoke to the customer on 8/regarding a past due balance. During that call we were told that service had been started with another service provider. Also during this call we let her know we would be happy to back date the cancellation if she
could provided a bill showing the start date with the other company. We did remove the carts and stop the service at that time. After a month with no contact or email with the requested information the account was turned over to collections. At this time we are still willing to credit the account for the time she was with another provider if the requested information is provided

Good afternoon and thank you for reaching out to us regarding your account. In reviewing the information I find that we had received a phone call on 3/to close the account and the trash carts were removed on 3/20. I apologize if you were told by another company that they could cancel
your account for you as that is not the case. The account holder must be the one to close the account. While the billing is correct on our end I am willing to remove the charge due to the information provided to you by your new hauler. If there is anything we can do to assist you in the future please do not hesitate to ask!

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,
*** ***
My bucket did not have a sticker on it We kept our bucket cleaned and washed it regularly I have pretty much wrote my bucket off because we know we will never see it again My God will supply all my needs! Sincerely *** ***