County Waste

Mr. [redacted], I apologize if there was any miscommunication when we spoke on the phone on 2/29.  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 me. Thank you, [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 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: [email protected] the future they should have their drivers check the other side of the house. The driver should be noting and reporting missed pick ups. I should not have to call to report missed service.
Regards,[redacted]

All of us here at County Waste are somewhat setback infinding that the satisfaction of one of our customers is lacking. I 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 $13 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 fees. Afterholding our rates for nearly 18 months, we found ourselves compelled toincrease our monthly rates to our customers to offset these added costs. Uponthis 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 2014 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 2015. 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 CountyWaste. We do indeed value all of our customers equally.

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 approx. mid 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.

[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]

[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]

[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] [redacted]

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 approx. mid 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.

I would like to start with an apology for the inconvenience that you had experienced during the collection on 1/19.  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!

Our safety manager [redacted] stated that he had left a voicemail on 7/10 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]...

[redacted]
?

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 $60 goodwill credit to your...

account.  To clarify about the yard waste, we will collect up to 5 bags of leaves or yard debris each week.  We are happy to provide up to 2 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.

I just spoke to Mrs. [redacted] regarding her concerns.  We have applied the credit to her account as requested

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Thank you for taking to time to contact us regarding your concerns.  The attached residential service agreement was signed on 6/27/16 with a start date of 7/1/16.  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 10/1/2016 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 period. If 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.

I would like to start with an apology for the inconvenience that you had experienced during the collection on 1/19.  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!

[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]

Hello, this is regarding a closed complaint that we did not respond to.  In looking at the notes on the customer’s account we had spoken to her over the phone even though we failed to reply to the Revdex.com...

complaint.  I spoke to Mr. [redacted] this morning and he said service had been great and he believed that everything had been resolved.  I let him know that if [redacted] had any further questions to please feel free to contact me and I would be happy to help!  Thank you! 
[redacted]

County Waste came into my housing development, under priced the current service provider by promising a lower price and quoted specific services that were all included in the monthly pricing. After converting the accounts, every year the price was raised and the services cut. I called customer service and said this was a case of "bait and switch" and the representative agreed saying the sales rep was wrong in his quote (this is after 7 years using the same company) The rep said they couldn't afford to do the things that they "were" doing as a "courtesy" before yet that is how they sold the product / service to this neighborhood. Now this company have run all the other providers out of the neighborhood and we are stuck with this company.

Review: County Waste bought out our previous provider for garbage pickup. Since they took over, we have had

many issues with the billing, service and overall lack of good basic business practices. I am contacting

the Revdex.com to not only inform them of questionable business practices of County Waste,

LLC, but to also seek assistance in resolving our final issue as we have discontinued their service.

On December 2, 2014 I contacted customer Service concerning a notice I received stating my account

was past due. I had a very lengthy conversation with [redacted] concerning my account and how I

am not past due. I gave her dates the payments cleared my bank. I further explained that County Waste

has added a $1.00 charge to the account that was unauthorized. [redacted] explained it was a finance

charge going back a long time for a past due balance. I asked where and when I was informed County

Waste would charge a finance charge for past due balances. After putting me on hold for several

minutes, she informed me there was nothing in writing stating finance charges would be assessed for

past due balances. I then asked how County Waste can charge a finance charge without informing the

customer first. She stated it was their policy. I questioned the legality of this policy and the lack of basic

business ethics. [redacted] agreed to remove the charge. I also stated my concern that County Waste

sends out bills on the 15th of the month and gives a due date of the 1st of the month. This allows 15 days

to receive, pay and send back payment. This is extremely unrealistic and does not follow standard

business practices.

During the conversation on December 2, [redacted] informed me that there will be a rate increase as of

January 1 for back yard service. On December 10, 2014, County Waste sent a letter stating they would

discontinue backyard service as of December 15, 2014 and the collection date would be changed from

Wednesdays to Mondays, effective, Monday December 15th. This notification was received on

December 18, 2014.

On December 18, 2014 I sent an email via their website cancelling service as of January 1. This email was

sent to [redacted] As the attached email thread shows a response was

received on 12/22/14. Sadly, the representative makes excuses and demonstrates a true lack of

competency in basic business practices.

As stated in the email thread. The amount billed and paid for back yard service was $29.75 and a full

refund for December back yard service is needed as County Waste failed to pick up our garbage at any

time in December. A check for $19.15 was received on 01/07/15. County Waste has short the refund

$10.60.

This is just another piece of documentation of the lack of basic business skills and practices.. I am asking

the Revdex.com to assist in obtaining the remaining refund due.

Email Thread starts:

I have closed out your account and sent your information over to the accounts receivable department for a refund to be issued. [redacted] All of us here at County Waste & Recycling ask for you to consider the environment before printing this email.

* Please visit [redacted] to learn more about our commitment to the environment and to you, our customer. [redacted] The information in this email is confidential proprietary information and may be legally privileged or subject to not-disclosure agreements or intellectual property laws. This e-mail, including attachments, constitutes non-public information intended to be conveyed only to the designated recipient(s). It is intended solely for the addressee(s). Access to this email by anyone else is unauthorized. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited. If the recipient of this transmission is not the named addressee, the recipient should immediately notify the sender and destroy the information transmitted without making any copy or distribution thereof. The unauthorized review, use, dissemination, distribution, or reproduction of this e-mail, including attachments, is prohibited and may be unlawful. [redacted] Monday, December 22, 2014 2:45 PM

To: C[redacted]

Subject: Re: Cancelation of service

C[redacted],

I would suggest you reread my email. I would also suggest you learn the definition of a contract. When County Waste sent a bill for the month of December that clearly states “Back Service # P/U: 1, ” this was an offer to provide back yard service. The offer was accepted when payment for the services were made and County Waste deposited by check. This is a contract by the simplest definitions. By not providing backyard service for the month of December, County Waste is in breach of contract. Please discuss this with the attorney of record representing County Waste.

Please discontinue service immediately. A full refund for the month of December is expected with 10 days as County Waste has failed to provide the services outlined within the Contract. [redacted] Sent: Monday, December 22, 2014 1:44 PM [redacted] Subject: RE: Cancelation of service

I did run a search for the email’s it looks like this cancellation letter was sent over to the West Point office, and our customer service location is in [redacted]. They would have forwarded it over to us and I did not receive the notification till last night. Since we are closed on Saturday and Sunday I did not get a chance to reply until this morning when I arrived at the office. In regards to the trash not being collected last week, The service change from backyard to curbside service took effect for the week of December the 11th. So if the container was not brought down to the curb for pick up this past Monday, They would not have come onto the property to pull the container. I do see where a bill was sent out for $60.50, This was for November and December services including a roll over balance of $1.00. A payment was then received 11/24 which was for one month of $29.75, which left a roll over balance of $30.75, which is one month and the roll over charge of $1.00. We did waive the $1.00 from the account on 12/2, and then a bill was sent out 12/15 due 1/1 for January services. Since the account has been closed as of 1/1, there will be nothing due on your account. Even if a payment was received for the month, there is no contract stating the backyard service would need to be continued until the end of December. If you choose not to have the service until 12/31, I can go ahead and close out the account and a refund will be issued to you in the mail. [redacted] All of us here at County Waste & Recycling ask for you to consider the environment before printing this email.

* Please visit CountyRecycling.NET to learn more about our commitment to the environment and to you, our customer. [redacted] The information in this email is confidential proprietary information and may be legally privileged or subject to not-disclosure agreements or intellectual property laws. This e-mail, including attachments, constitutes non-public information intended to be conveyed only to the designated recipient(s). It is intended solely for the addressee(s). Access to this email by anyone else is unauthorized. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited. If the recipient of this transmission is not the named addressee, the recipient should immediately notify the sender and destroy the information transmitted without making any copy or distribution thereof. The unauthorized review, use, dissemination, distribution, or reproduction of this e-mail, including attachments, is prohibited and may be unlawful. [redacted] Sent: Monday, December 22, 2014 1:11 PM

To: [redacted] Subject: Re: Cancelation of service

May I ask why it took 4 days to receive an acknowledgment of my email?

May I ask why my trash was not picked up last week?

May I ask why our trash can is left at the street when we pay for back yard service?

May I ask why I received a letter stating I was seriously past due on my account when I was not”"?

May I ask why I was told by customer service the rate for back yard service was increasing as of January 1 and less than a week later I receive a letter stating you will no longer pick up in the back yard?

May I ask why the collection day was changed with less than 5 days notice?

Your letter dated December 10, 2014 stating you will no longer provide back yard service effective

December 15th was received on

December 18th. Not only is 5 days notice insufficient, it is not reasonable.

I have paid for back yard service through the month of December and

expect the trash to be picked up in the back yard through the month of December. If you are unable to provide the service of back yard pick up though December, a full refund is to be issued immediately.

If you still are wondering why we have hired another company for trash pick it is because of the true incompetence of your company. Ever since County Waste took this account from the previous company, there have been too many issues as evident in the above events within the last month!

M[redacted]

From: C[redacted]

Sent: Monday, December 22, 2014 8:52 AM [redacted] Subject: RE: Cancelation of service

May I ask your reason for cancelation and switching to another company? I have scheduled your last pick up day to be 12/29. [redacted] All of us here at County Waste & Recycling ask for you to consider the environment before printing this email.

* Please visit [redacted] to learn more about our commitment to the environment and to you, our customer. [redacted] The information in this email is confidential proprietary information and may be legally privileged or subject to not-disclosure agreements or intellectual property laws. This e-mail, including attachments, constitutes non-public information intended to be conveyed only to the designated recipient(s). It is intended solely for the addressee(s). Access to this email by anyone else is unauthorized. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited. If the recipient of this transmission is not the named addressee, the recipient should immediately notify the sender and destroy the information transmitted without making any copy or distribution thereof. The unauthorized review, use, dissemination, distribution, or reproduction of this e-mail, including attachments, is prohibited and may be unlawful.Desired Settlement: I would like for County Waste to refund the entire payment for December Service as County Waste failed to provide any services during the month of December.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

[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.

Consumer

Response:

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]

Review: I put my trash out for pick up on Thursday 11/19. I had 1 county waste can for trash and my own personal can for my yard waste. I was told that yard waste had to be in a can and my personal can was acceptable for that.. When I went to retrieve my cans from the curb, my personal can is gone. I believe the trash truck accidentally took it. I immediately called county waste to try to find out about my missing can. I was told that a route supervisor would contact me on Friday morning 11/20. I called again Friday at lunch and was told that my complaint was never taken on Thursday and someone would call me back. That was not the case again.Desired Settlement: I would like to be reimbursed for my personal trash can and not with a county waste can that I wouldn't own.

Business

Response:

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 $60 goodwill credit to your account. To clarify about the yard waste, we will collect up to 5 bags of leaves or yard debris each week. We are happy to provide up to 2 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.