County Waste

Thank you for bringing your concerns to our attention.  In addressing your concerns as you listed them I will start with the issue of billing.  As a company we bill on a monthly basis.  Invoices are done on the 15th of each month due on the 1st of the following month for the...

following months service.  No late fees are assessed to any account until it goes 45 days without a payment, the late fee is $1.  This has been not changed over the many years that you had been our customer.  When you called on the 2nd we waived the $1 fee on your account as a courtesy.  In regards to the change in service type from back yard to curbside, this change of service did take place for you effective Monday December 15th.  The change, as the letter you received stated, was due largely to the liability incurred in providing this type of service.    Making this adjustment we reduced your monthly service rate from 29.75 to 19.50.  You had sent an email requesting cancellation to which customer service replied on 12/22.  The account was cancelled effective your last backyard collection which created an credit to you of $19.50.  You would not be due the full balance for the month of December since we provided service to you on Wed December 3rd, and Wednesday December 10th.

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 [redacted] 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]

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 $21.90.

We receive an email from the customer on 9/9 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

[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.

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.

[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 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]

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 complaint. County Waste breached our monthly agreement by not providing back yard service for the month of December after they received payment for the service. They have issued a refund of $19.15, which is $10.60 short of the $29.75 they received for payment. As 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 $19.15. I ask County Waste  to provide a full detailed explanation of how they arrived at a refund of $19.15. This explanation should include the mathematical calculations they used to arrive at $19.15.  If County Waste is unable to provide this break down to prove their calculation is correct, the remaining $10.60 should be refunded immediately. Although 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 manor. Regards,[redacted]

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]$175.50 was mailed to [redacted] in the name of [redacted], which is the name on the account. Our bank records indicate that the check has cleared.  If you need anything further please let me know.

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] The response from County Waste is not accurate. County Waste did not pick up trash on December 10th as they claim. Missed pick ups is a common occurrence with them. Even if what they state is true, their mathematical calculation is wrong. As stated in the initial complaint, we received a refund check for $19.15 (a copy is attached), not $19.50 as they have stated. We paid $29.75 for the entire month of December. As the scheduled pick up day was Wednesdays, this would cover December 3, 10, 17, 24, and 31st. This equates to $5.95 per pick up day. How did they arrive at $19.50? Or the $19.15 refunded?  Another example of their lack of basic skills!County Waste failed to provide any explanation as to why I was told on December 2 back yard service was increasing and then on December 10th they could no longer provide it due to increased liability. What liability increased? Further, they provided no explanation of how they can charge a finance charge without disclosing this upfront, I question the legality of this. As stated in the email correspondence sent with the initial complaint, when County Waste sent a bill for back yard service and payment was received for the service, this created a contract. County Waste was then obligated to provided back yard service for the month of December.  As County Waste breached our contract, a full refund is due. It is clear County Waste is lacking basic business knowledge and significantly lacks any form of customer service. The remaining balance of $10.60 is expected within 10 days due to the breach of contract by County Waste.

I spoke with [redacted] from the business and she stated that they want to replace the bucket for the consumer. They can drop off a bucket without a sticker to the consumer.

[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 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]

I would like to start by apologizing for the interactions that you had with our customer service.  I can understand and appreciate your frustration at not having your questions answered and concerns...

addressed.  We had sent out requests to our customers to switch over to email statements in an effort to reduce some of our costs as well as offer a convenient service to those customers who would like it.  At this time we have no plans to charge customers for receiving paper statements. 
There was a price increase that went into effect for March services, the recent price increase is due to an increase in rates at the local landfill as well as other operational costs.  While we are grateful that the cost of fuel has gone down, unfortunately other costs have increased dramatically – the landfill alone has gone up over 35%.
The person you were interacting with works in our billing department, it is no excuse for lack of customer service, but I hope that you would have had a more knowledgeable and understanding experience if you had been speaking to the actual customer service team.  I would have been happy to adjust the account if you had not received the notice that was on the February statement, as well as offer to rate match another company if you found someone for less. 
We would love to have you back as a customer and if you are open to that I would like to offer you three free months of service for the inconvenience that you experienced.  Please let me know and I can contact you via phone to get that set up.  Again I apologize for what occurred.  Have a wonderful day!

Revdex.com:
I have reviewed the offer and/or response 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.Contract law 101: for a contract to be in place, there must be consent.  When [redacted] chose to dissolve itself as an entity, I did not waive my right to consent to this SERVICE AGREEMENT (which is NOT a contract FYI!).
Regards,
[redacted]

Good afternoon, I have read the complaint and have researched your account.  County Waste acquired Curbside Manor Inc, and in doing so all contracts and the terms of those contract were transferred.  In reviewing the service agreement that you signed with Curbside Manor it does not state...

that it is not assignable therefore by law it is assignable and the terms hold.  However, it is completely understandable if you have unresolved concerns that you would be reluctant to maintain the agreement.  Since you have paid for this quarters service (through Dec) I would ask that if you have any service issues please let us know and give us the opportunity to resolve them.  If we can work together I believe that you will be comfortable maintaining the agreement.  If you have communicated collection issues that we have not resolved during this time we will cancel your contract at the end of the quarter.  To ensure that your concerns are received and we have ample opportunity to resolve them I would ask that you email [redacted]  I appreciate your willingness to work toward an amicable resolution.

Good morning, this is a closed complaint that I wanted to follow up with. I 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]

The information that the customer provided was correct. We 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 9/27 to which we had a customer service agent reply.  In that reply we had asked the reason for cancellation. We 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] did receive a forwarded copy of the email sent on 9/27 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 $29.35 that was outstanding on her account.

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 2/15/14 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 2 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]

Good afternoon, I wanted to follow up on this customers concerns.  Unfortunately this customer has cancelled their account with us.  We understand the frustration that service delays due to...

inclement weather cause.  I have left messages offering to discuss the issues as well as provide 6 months of free service, not only for the missed services but also for the delayed response to his concerns.  At this time I have not heard back from the customer.   There are notations on the customer’s account that this offer is available to him at any time that he would prefer to call in and take advantage of it.  
[redacted]  *  [redacted]  *  [redacted]   *  [redacted]  *  ** [redacted]  
[redacted]

Thank you for taking the time to contact us regarding your account.  I have attached a copy of the Residential Service Agreement signed on 6/6/16 with a start date of 7/1/16.  County Waste acquired [redacted] on 10/1/2016 and all of the current agreements...

transferred at that time.  The contract states that if the customer requests cancellation the balance of the contract will be owed.  I have reviewed your account information going back as far as 2014 and I do not see any record of you bringing any service issues to our attention nor do I see any work orders for drivers that may have stemmed from a missed service or any other collection issue.  We take pride in the service that we provide and are always willing to correct and work to prevent any further service concerns that a customer alerts us to.  Please let us know and we will strive to make it right.  Thank you again for contacting us and have a wonderful day!