County Waste

Review: This is my SECOND complaint with this company. For several months now I have been trying to get a refund of overpayment to this company of $175. We no longer have a contract for service with them by choice due to poor customer service and had over paid them by the above amount (due to [redacted] selling to County Waste) When [redacted] sold to County Waste we prompty ceased our service as we did not want to deal with County Waste again to do to poor service from them at a previous residence. We have spoken to a customer service rep named [redacted] on several occasions in the last few months but we still have not received refund of our money. Our expectation is to have this money returned to us immediately since we have requesteed it several times and been given false promises that it is on its way. My last email to the comapny was not responded to all which is not surprising.Desired Settlement: All we want is our money back from this company and to never deal with them again.

Business

Response:

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.

Review: Called on 4/28/2015 to follow-up on previous complaints about service because I had not received a call back. On the 2nd call to check on my complaints, the customer service representative stated that it had been passed to the appropriate route service manager. Because I was still not able to get any answers on 4/28/2015, the third call to them regarding service issues, the representative stated that my account was paid through the end of May and I asked her to cancel as of my paid through date. I continued to get invoices, they did not pick up my can, I received no calls from them. August rolls around and they start calling regarding unpaid billings for June and July. I explained that my account was canceled on 4/28/2015 for the end of May. They stated that their notes for the call that day was me expressing my dissatisfaction with their service and they had no notes regarding cancellation. I explained that I did, in fact, cancel my account and followed the instructions for cancellation on their website. They have continued to bill me, add late charges, have since picked up my can, and refuse to correct their billing error.Desired Settlement: For them to correct their billing problems and close my account as they should have done @ the end of May. The company should mail me a corrected statement showing a zero balance.

Business

Response:

We had spoke to the customer on 8/27 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.

Consumer

Response:

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.] County Waste has records of my call on 4/28/2015, in which I canceled my service with them. They failed to carry out their internal process for the cancellation. I 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 service. I followed their policy stated on their website for cancellation. I have no obligation beyond that. I have the right to terminate my service at any given time. I 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 information. I did acknowledge their request with asked with an unbelievable laugh. I am not responsible for their inabilities as a company and will not pay for service after my cancellation date. Had 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 months. They made no attempt to contact me until my bill went unpaid for several months. Of course I wasn't going to pay a bill after I had canceled my service. The error is on their part. They erroneously billed me after my cancellation date. Plain and simple. My original request to resolve remains unchanged.

Regards,

Review: county waste bought out our former trash service our trash was not picked out last week at all. I receive a call from the office that said my trash would be picked today. I have just arrived home and my trash and my neighbors trash is still along the street which has been there since last tuesday morning (09/02/14). The customer service for this company "never "answers the phone. Now my trash cans have maggots in them from sitting out for a week in over 90 degree weather.Desired Settlement: I want a credit for last week and this week. Also I either want my trash cans cleaned out or new ones delivered to my house at no charge and I would like a call back from a supervisor at this company. I pay my bill on time and I expect the same level of service that I received in the past from the company([redacted]) that county waste bought

Business

Response:

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

Consumer

Response:

[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.]

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,

Review: Received a notice in the mail on 7/1/14 indicating that there would be a rate increase effective on the August 2014 invoice. The notice does not indicate how much the increase will be.

Called County Waste 7/3/14 to inquire about the increase amount. Spoke with [redacted] who said she did not know "we don't know the amount of the increase we received tbe same letter that you did." I asked to speak to a manager or anyone who would know how much the increase is going to be. She said nobody was available. I voiced my frustrations to her regarding how unethical this practice is and how frustrating as I attempt to budget personal funds.

I contacted [redacted] who sold my account to County Waste and they too were not able to provide a dollar amount of the increase.

I believe this is unfair and unethical business.Desired Settlement: Better business practices. No increase in rates until the dollar amount of the increase is diclosed 30 days in advance. I expect somone to take legal action againt this company for their unfair treatment of their customers.

Business

Response:

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 $16 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!

Review: I have never received service from this company, yet they have billed me every month this year. After receiving each bill, I have called and thought I had worked things out. Most recently, I spoke with [redacted] after getting a bill in April. She assured me that I would not get any other bills and that the situation was fixed. I received another bill today.Desired Settlement: Fix the issue and stop sending me bills.

Business

Response:

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 [redacted] 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 directly. Have a great day!

Review: My family initiated trash service with Virginia Waste Services. On February 19, 2014 County Waste bought out that service and provided trash collection for two years. In January 2016 we canceled that service. Our trash can/ cart was supposed to be removed on the 29th of January. The can was not remved with that trash pick up. On February 12 my wife called to have them come remove the can. County Waste said they would come by that weekend to remove the can. The can/ cart was removed that Saturday the 13th. At the end of February we received a final statement dated 13 February with a cart charge of $75.00. On the 29th my wife called to have this charge removed as they had already picked up the can. [redacted] with County Waste at 804-843-9288 said that she could not remove the charge because she had no record of removing the trash can.

The service is under the name [redacted] and service address is [redacted]Desired Settlement: I would like the charges for the returned trash cart dropped and a receipt with $0 balance mailed to my home address.

Business

Response:

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]

Review: We have an ongoing problem with this company not picking up our garbage. When we call to get a collection scheduled, they tell us that we have to wait until the next collection. This has happened 6 times lately. Last week they did send a truck out two days after we missed our pick up, but not until I really complained about it. We missed our trash pick up again yesterday and when I called, I was told there was not a manager there I could speak to. We pay our bill on time and we are paying for a service we are not receiving.Desired Settlement: To pick up our trash every week

Business

Response:

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.

Review: During the months of January and February 2015, County Waste failed to provide the weekly trash pick up service I paid for in advance per billing statements. Although I voluntarily paid for a couple of the weeks of non-service, when it became more frequent, I decided I would contact County Waste and ask why my trash pickup has been missed several times recently, and also to ask for a credit to my bill for the week of 2/26/15, which again my trash was not picked up.First on 2/27/15 my husband Cecil called County Waste and had to leave a message. I don't believe he received a return phone call, so a couple days later on 3/2/15 I called and left a message. On 3/3/15 [redacted] from County Waste returned my call and I explained the lack of service recently, and particulary the non-service for the week of 2/26/15. I asked for a credit for no service provided the week of 2/26/15, and she told me County Waste does not give credits.Considering the fact my husband and I have excellent credit and always pay our bills on time, I believe we are entitled to a credit for service not provided. Although I am sorry to say [redacted] at County Waste did not agree. How does County Waste think they are entitled to payments for services they are not providing? If this is the case then County Waste could collect payments for services and never provide them to customers. Just think NO Overhead makes for 100% profit. Also, I did some research on County Waste and see I am not alone. There have been many complaints made to the Revdex.com about this company and this very same complaint.Desired Settlement: I ask for County Waste to credit our account for $4.45 for services not provided for the week of 2/26/15, although there were other weeks our trash was not picked up in January and February, 2015. As you can see, it's not the dollar value, but the principal of this issue. If County Waste knew and practiced the concept of good customer service, I would not be filing this complaint in the first place. Also, it would have been cost/beneficial for County Waste to give us the credit as requested

Business

Response:

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

Consumer

Response:

[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.]

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,

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 $19 to $27) TWO DAYS before the bill arrived!

Review: I cancelled by trash service May 8th. County Waste instructed me to leave the two-95 gallon trashcans they provided with their service outside my house and they would pick them up. It is now June 1st. The trashcans are still sitting outside my house. I have contacted them five times about this. Each time they say "it's on the list." They do not care that I have called repeatedly and that having two trashcans sitting outside my house is causing the neighbors to complain and it causes confusion with my new trash service. Twice they committed to a day to pick them up and did not do it. They get increasingly rude every time I call.

I cancelled in the first place because they won't take a bag of lawn (they are to pick up one according to their policy) because they said it was too heavy. They won't pick up anything at all unless it is in their trashcan. I pay extra for two because of this.Desired Settlement: They need to pick up my trash cans ASAP.

Business

Response:

The trash carts were removed from the property today at approximately 12:40pm, prior to this report being received. The service was cancelled on the 15th via phone from the customer. The conversation on the 7th regarding the yard waste bag being too large to remove did not end in a request for cancellation as the call was disconnected upon being transferred to the dispatch office. Also, the service rate is the same for one or two trash carts, we do not charge extra for it. As for the representatives becoming more rude with each call, I have detailed records of each call that have been reviewed. I wish you the best with your new provider, if you have need of a trash service in the future please don't hesitate to ask we would be happy to help. Have a great day!

COUNTY WASTE exe job

the following is my email to the management at County Waste in Richmond, Va:

Good morning,

I would like to discuss the matter of trash pick-up for my residence this week. I placed my container on the street Wednesday night the 22nd of October. Given the transfer of service from [redacted], I’m not entirely sure when on Thursday your truck comes and I want to give the full AM to PM chance for pickup. On Friday afternoon I made the first call to your Richmond office. There was a wait time, so I left a message regarding the still full containers at my address. I waited the weekend and called again on Monday to leave yet another message. Yesterday I spoke to a representative that assured me a note was given to the driver and my trash would be picked up yesterday, Tuesday the 28th. By 9:30 last night and again at 7am this morning, the trash still is waiting.

I was a Ducks disposal customer for ten years before the sale to your company. There was never an issue of non pickup. In fact, once I left sixteen 30 gallon trash bags of yard debris and they gladly took 5 each week on top of the regular 96 gallon container provided to me. Since the transfer about two or so months ago, your service has failed to pick up my trash twice. This is unacceptable. I’m contacting another service in the area. I have already paid for the next month of service, so I suppose there will be some overlapping of service. But, I will contact your office to make sure I discontinue our contract once the new service takes place.

Regards,

Review: The county waste door to door sales has been to my residence 3 times in the last 30 days. All three times we refused to purchase the trash service. I told the gentleman that this was the third disturbance from his company this month. All of which we had refused service. He responded by asking "Don't you want 9 months free?" I told him NO, and to get off of my property.I'm not sure what to do about this issue if they return..Desired Settlement: Just tell them we don't want any. We don't appreciate the hard sell business tactics they use. We are happy with our superior trash service.

Business

Response:

Please accept our apologies. We dont agree with "hard sell" tactics. This is a group of young people that we have hired to solicit for us, and they are excited about what they have to offer. We will address the issue.
Sorry for the inconvienence.

County Waste

Review: I called County Waste of VA on January 19, 2016 about my garbage collection. The trash company came out to my house at 4:37pm on the 19th. When I went to receive my trash cans I noticed there was still trash in the cans. It had looked like the cans were not even dumped. I called the company on the 19th about the problem I was facing and they put in a what they would call a work order and said someone will be out on the 20th or 21st without hesitation. Three days later I am still sitting here without my garbage being collected and It will definitely be past the 5 bags to the side limit. The last time I gad a problem with this company I could not prove that anything was done, so I prepared this time by getting cameras that are recording everything. If they would like they can have the video tapes this time if they would desire them. The truck that came out to y house was #127. I got the truck # from my crystal clear cameras. I knew something was going to happen again. I AM WATCHING.Desired Settlement: I either want a billing credit for one (1) week or they can take way more than the 5 bags to the side limit. +P.S. , fyi, don't call a year later like you all did last time to finally ask if my complaint was resolved, poor customer service to be sure! Thanks in advance - RC :)

Business

Response:

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!

Consumer

Response:

[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.]

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,

Review: My scheduled trash pick up date is Fridays. Last week I had my driveway sealed. The trash pick up is backyard driveway side. I moved the trash can to the opposite side of the house, on the outside of the gate, visible from the street so it would be picked up. The trash was never picked up. I called to report this and asked for a credit for service not recieved and was told they do not do that. I told them this is a new week and my trash is scheduled to be picked up again and I am expected to pay for service not recieved.Desired Settlement: I would like a credit of one week applied to my bill for service not received.

Business

Response:

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 1/2 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 service. This 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!

Consumer

Response:

[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.]

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,

Review: Ever since County Waste bought out [redacted] I have had to call at least every other week to have trash collection performed at my business, [redacted]. Each time they do not pick up I have to spend quite a long time on the phone trying to contact someone to have the trash picked up. I get the recording they are assisting other customers and no one is available to take my call. There have been 2 times that I was promised someone would pick up off schedule and that did not happen. Each time I call, I am asked where I put the trash cans, if they are put out Thursday night, and if I have a can or a dumpster. I should not have to call every week to have my trash picked up!!Desired Settlement: At minimum, I want the service I paid [redacted] for without having to call and I want my account credited for a minimum of 2 weeks that service was not provided. I would prefer 2 months credit for compensation and frustration dealing with their poor service and broken promises.

Business

Response:

Thank you for letting us work toward a resolution regarding your account. We had found there was a routing issue on our end and have taken the steps needed to prevent missed services. I have also given you a two week credit. If you need any further assistance please feel free to contact us and we would be happy to help. Thank you again and have a great day!

Consumer

Response:

[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.]

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,

Review: My trash was not picked up on two separate weeks in February due to snow. On the first incident, I called after 4 days and they said they would send someone the next day, but they did not. I took the trash to the dump myself. On the second incident, I waited three days then just took the trash myself without calling to question about pickup.

When I received the bill, they had not prorated or discounted the bill for missing two of the four pickup days in February.Desired Settlement: I only wish to pay for the services they provided and not pay for the two weeks they did not pickup

Business

Response:

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]

Review: I live in Mechanicsville, Virginia. I did live here with my mother and she pasted away in September.( The billing is in her name [redacted]). Since then I have been continuing to live here and paying the bills. Our trash pick up was taken over by and new company called County Waste. They were suppose to pick up my trash on Fridays. They didn't pick the trash up on the 31st of January 2014. I received a recorded call that week saying that they would be late because of the weather. I left my trash bucket out there all week and they never picked it up. When I called to discuss this matter today I was told that I was going to be charged for the service anyway. The week that was missed my son and I carried the trash to the dump. My sister and I had a conference call with this woman named [redacted] who works for the company asking for a reduced rate because they missed a week but she wouldn't here of it. [redacted] put another girl on the phone who didn't identify herself. She told me I should have put all the trash out instead of taking it to the dump. I told her that the animals in the neighborhood would have made a mess of it. The bill isn't even in my name it is in my mothers name and she is in the cemetery. Is this the way the world is treating the elderly these days. They are paying customers. I don't mind paying for services I get but not ones that I don't. The bill is 18.50 a month and I divided it by 4 (four weeks in a month) and told her I would send her 13.88. She was so unprofessional and laughed like it was all a joke. I cancelled my mothers service today. I need your help with what I should do about this matter. Waiting on a response from you. [redacted]Desired Settlement: I would just like to pay what I owe them which would be 13.88 rather than the 18.50, because they missed a week and I had to take my trash to the dump. They told me if I do that, that they were just going to keep sending me a bill.

Business

Response:

We apoogize, [redacted], that you had to go through this. We do bill by the month & not the pickup, however this could / should have been resolved in a different & more professional manner. I have removed the charges from your account.

Again, [redacted] I apologize on behalf of County Waste.

Review: The garbage truck driver left 5 bags to the side of my two garbage cans that he was supposed to take. Problem 2 is that he left garbage that fell outside of the can and let it litter my yard and street. He failed to receive any of my neighbors 5 bags that were too on the side. County waste has a 5 bag to the side policy and they did not honor such saying. I contacted customer service twice and nothing has still been done. This is ridiculous, they want me to go and pick up the garbage the driver dumped out because he couldn't get the garbage can correct. They failed their own agreement.Desired Settlement: I would like him to get out here and pick up the 5 bags that I left there, along with my neighbors 5 bags on his property as well, and pick up the loose garbage he left on the ground.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by County Waste LLC regarding complaint ID[redacted].

Regards,

Business

Response:

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]

Consumer

Response:

[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.]

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,

Review: We moved 3 weeks ago and transferred waste service. County waste delivered a new trash can 3 weeks ago. At that time they failed to remove any trash although I was billed for collection that week. The next week they failed to collect trash as well. When I called I was told someone would be sent out that day. When no one came out, I called again and was hung up on. I gave up that week. Now this week my trash was not collected again. I called at 430 pm on the day my trash was to be collected and was told they are out til 6 and would send someone. My trash has yet to be collected, this is for service I have already paid for. Repeated calls have been made and lead no where.Desired Settlement: I would like my trash to be collected and my bill to be credited for the 3 weeks they have failed to collect it.

Business

Response:

Today on 11/5/2014, [redacted] was contacted by our [redacted] to discuss the issues with the trash collection. [redacted] confirmed that the waste had been removed, and they discussed exactly where his property was so that we could inform his specific trash collector. Due to this property being a new construction, there were map adjustments needed which have been completed and confirmed with the customer. Later on in the day, I called [redacted] to see if the issue had been resolved. After he confirmed, I offered him a credit for the specific weeks of missed trash pick up and customer service issues. Customer thanked me and I advised him that if he had anymore problems in the future to contact me directly.

Consumer

Response:

[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.]

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,