County Waste

Review: Our account had fallen behind due to the fact that our automatic payment arangment had not been able to authorize. Once I was aware of the issue I proceeded to pay the bill up to being current for the month of February. We paid the account to current about half way through the month of Februaury. I was told by this company that they would not resume services unless we paid for March and that they were going to change our amount due monthly and charge us $3 more a month. They are refusing to provide the services paid for through 2/29/2015 even though they have been paid for those services. They also refuse to issue a refund for the time period that was paid for but no services were recieved.Desired Settlement: I would like a refund for the time period in February that was paid for but no services were recieved.

Business

Response:

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.

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.]

Regards,

County Waste was my garbage collection company for some time, after having purchased Harris Disposal. I had no issues with the actual garbage collection service. I always used online bill pay to submit a quarterly payment 2-3 weeks ahead of time. Some time between March and June, my account # was apparently changed. My June payment to cover July-Sept service was received. However, the payment was not returned for an invalid account #; the company kept the funds. To avoid missed service, I went ahead and made a second, duplicate payment while working to receive reimbursement or credit for the original payment. The company was less than helpful. I had to open a transaction trace through my bank. The payment was confirmed (already knew that), and I was told issue was resolved. However, I never received reimbursement or credit. The company still retained my original payment, no credit given to me. I was asked to resubmit a bank trace on the transaction. Since this did not work the first time, I saw no value in repeating the process. The option left to me was filing a fraud report with the bank for the duplicate payment. The BANK resolved the issue for me within a week.
How a company can switch account #s and not maintain a record of the original and new # and track payment makes no sense. How a company can switch account #s and still accept money to the old account makes no sense. The billing/accounting practice is flawed. Frustrated for having to file the fraud claim and for spending 3 months to resolve this, I switched to a different company.

I was a [redacted] customer when that company was bought out by County Waste. I never had any problem with [redacted], but decided to cancel my service with County Waste on 03/01/15. The company was notified of my decision and I advised them by phone that their can would be left at the street for pickup. After about four or five calls and two weeks, an employee came to pick up the can on 03/11/15. On 03/13/15 I noticed that while the County Waste employee was picking up their can at the street, he had come onto my property, through the fence, into the back yard, and seized the can belonging to my new service provider. When I called and advised customer service what had happened, I was eventually assured they would bring me a can on 03/14/15. The can was never delivered. The new service provider was eventually required to provide me with a second can.

Review: I called County Waste Last week to set up services at my new address ([redacted]) I was told I would have to pay two months up front and a trash can would be delievered no later than 6/13/14. The trash can never came so I called today 6/15/2014 and I was told that it was marked completed in the computer. I told the representative that I never recieved the trash can and the representative said it must have been an accident. I then asked when the trash would be delievered, the representative said she did not have a time frame. How is it I paid for 2 months of services but there is no time frame on a trash can being delivered. I asked the representative how would my trash be picked up tomorrow she said I should use my own trash can. I paid County Watse to provide me with a trash can but I should use my own that is not the service I want.Desired Settlement: A delievery of trash can and my trash being picked up in a expedited manner is what I would like to be the outcome. It is what I paid for. If not I would like my 2 months that I paid to be refunded

Business

Response:

Hello, I do apologize that your original delivery did not take place as you were told. The work order was done correctly and was returned as completed by the driver. I am not sure how the error happened, but I am sure it was a honest mistake. A new delivery order was placed yesterday when you called and I have personally spoke to the driver so the delivery will take place today. We did not want you to have to wait a week for collection which is why you were given the option to use a personal can for the first service. If you did not want to do that we would have credited the service and began collection on the next week. If there is anything else that I can assist with please let me know.

Review: We have prepaid through February to have this company pick-up our household trash from our back yard. They did not pick up last week saying this was due to snow conditions. I spoke with their office this past Monday and was told they would come out that day and a second time this week. Now, I am told by their telephone contact that they may not make it here this week either. We are paying them for pickup once weekly-they say "either way it is the same amount of trash-----this is not what we are paying them for. When speaking with their contact person- she was extremely rude, nasty and could have cared less/ Since we have already paid them - looks like they just took the money and the service is non-existent. We would like this investigated and a return reply. Terrible company to do business with.Desired Settlement: Requested credit for no pick-up last week and possibly this one-not sure yet Also, County Waste phone contact said to me- "we won't be giving any credits"/ Would like for this to go on record as an official complaint against them as I was told we were on a work order- but yet we are regular customers---which also does not make sense.

Business

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Wed, Jan 29, 2014 at 1:12 PM

Subject: Revdex.com Case # [redacted] - county waste llc

To: "[redacted]

I actually reached out to [redacted] after receiving communication from her via Fax. I am hopeful that the problem has been resolved. Please don’t hesitate to contact me if need be.

Please let me know if I can be of further assistance.

County Waste of Virginia LLC

Professional Waste Management

Review: Several years ago County Waste and individuals going door to door soliciting the business of homeowners to switch from their current trash removal company to theirs. When approached by County Waste to switch my services I was hesitant at first because I had previously switched companies. The sales person was very persistent and several times ensured me that my monthly price was fixed and would not go up from the $13 per month. He went on to mention that County Waste was not like the other companies I had used who hiked up their prices often. Since my sister who signed up prior to me who lives off [redacted]. in Chesterfield was also promised the EXACT same service and price I believed the County Waste rep and decided to switch my trash services over. I enjoyed knowing that my cost was fixed and affordable. However, to my surprise and without notice in 2014 County Waste increased my trash bill to $15.75 per month. I was furious and I called customer service explaining to them that I was told at sign up that my price was fixed at $13 per month. Customer service basically cared less about what I was told when they solicited my business. I was also told that ALL customers bills were increased but later found at the certain homes still had the $13 per month rate and they signed up prior to me. Now we are in 2015, 14 months later and I get a notice say that my bill is increasing to $18.50 per month!! I am furious. The only justification they can give is "oh we had a third party company doing sales for us." They offered no apology or to offer what was promised. It is just bad business to get new business by lying.Desired Settlement: I would like for County Waste to honor the reason why they initially got my business in the first place, which was based soley on the fact that my price would be fixed at $13 per month. I would love for them to provide better customer service and not make so many excuses when things aren't how they said they would be.

Business

Response:

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.

Review: A third party representing County Waste came to our door in early March 2014 and asked us to switch from [redacted] to County Waste we said we weren't interested and were happy with [redacted]. The representative then offered us 9 month free service with the payment of 3 months, we then said yes to switching. We asked if we needed to cancel our service with [redacted] and the representative assured us that he would take care of cancelling the service. On March 26, 2014 we received a bill for our next quarter of service from [redacted], my husband called that day and said that we had cancelled our account in early March via County Waste. [redacted] said they didn't receive any information to cancel the account. At that time our account was cancelled, but we had an outstanding balance of $11.50 due to services received in March because our account wasn't cancelled in early March by County Waste. I called County Waste in the middle of May to discuss this bill due to our account not being cancelled when we were told it would be. After MUCH back and forth, County Waste said they mailed in the postcard and it's not their fault if [redacted] didn't honor the cancellation by post card, and they have already credited our account for 9 months per the initial offer at the door to get us to switch, so there was nothing they could do. I called [redacted] and they said they never received the postcard to cancel service and if they had they would have cancelled our service. I called County Waste back and they said well we mailed it so we can't be responsible that they didn't cancel your account. I said well it is rare but the post office does lose mail, County Waste then said there is nothing they can do and it isn't their fault [redacted] didn't receive the postcard.Desired Settlement: This is just frustrating as a new customer. My husband should have walked in the door from signing the new contract with County Waste and called and cancelled our service with [redacted] himself. We shouldn't have relied on County Waste representative to cancel our account. It is sad that customer service is NOT what it used to be, we will finish our year agreement with County Waste and then return to [redacted]. We should have never left them in the first place, 5 years with ZERO problems isn't worth the $100 we have credited to our account by accepting the offer at our door with County Waste.

Business

Response:

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]

MISSED MY PICKUP DAY,TUES.CALLED ,TALKED TO CARLOS ,A MAN WITH AN ATTITUDE.CARLOS SAID THEY WOULD PICK UP TODAY(WEDS) OR TOMORROW,WITH THE INFERENCE THAT IT WOULD BE THURS .I PAY FOR THIS SERVICE ON TIME ,I FEEL I SHOULD GET IT ON TIME,NOT 2 DAYS LATE.

Review: On Wednesday, July 2, 2014, as my trash cans were being emptied, the trash collector proceeded to urinate on the side of my home, trash cans and my asphalt driveway. As I stepped outside at 1:45pm to go to work, the stench of human urine was unbearable. The temps that day were extremely hot, in the upper 90's. Undoubtedly, the temperature of the asphalt driveway was well over 100 degrees. As the urine sat there for approximately an hour or two, it soaked in and left corrosive stains and the stench was baked in. My husband and I sprayed the driveway down with a hose several times to get rid of most of the smell. However, the stains still remain.Later that afternoon, I called County Waste and asked to speak with a manager. I was told by [redacted] that no managers were in the office and asked what I was calling about. I explained the situation to her and she advised that she would pass the information on to the manager and have him call me. I never received a return call! It just so happened that I had called County Waste earlier that morning to cancel my service with the last pickup scheduled for July 9, 2014, due to an upcoming rate increase. I assume that the manager saw that I had already cancelled my service so they were not going to waste their time calling me or they simply didn't care. On Wednesday, July 9, 2014, sometime between 7:45am - 10:30am, it happened AGAIN.....the trash man urinated in the middle of my driveway and on the side of the trash cans. The cans were still pulled away from the house from where we had to clean the driveway the week before. Once again, I called the County Waste office and spoke to [redacted]. I advised that I had taken photos of both incidents. She asked me to email the photos to her and she would forward them on to the route managers and have someone call me. As of now, I have yet to receive a call, apology or anything.Desired Settlement: At this point, I am checking on my options for recourse, if any. At the very least, I want the company to acknowledge my complaint and pay to have my driveway cleaned.

Business

Response:

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!

?

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.

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,

This is a horrible company to deal with! They miss collections, make false promises. It difficult to reach them by phone. There is no manager you can speak with. Customer service is apathetic. They will leave you with uncollected garbage! Please, for your sake, choose any other waste collection company.

Review: They provide trash pick up for my home, over the past two months my trash is not being picked up on the designated day. There was a week that bad weather was involved and they took 2 days off because of it, but no notice was called or emailed to customers. I left messages that were not returned, finally got someone on the line who was short with her comments and rude and this rep felt that I should just assume they would get there when they could. I was given a date of pick up, no one ever came, I called several times again receiving poor feedback from the staff and my trash finally was picked up. Today is Sunday March 16th and it is 3:33pm. My trash was never picked up Friday, there was no bad weather during the week, I have received no messages from the company. You cannot contact them because no one is in the office. The company is being sold to [redacted] and this could be the reason for their lousy service. I have been with this company for years, my payment has always been before the due date or timely. If they cannot pick up my trash on time, who is to say, [redacted] the company they have sold to will be any better.Desired Settlement: 1 month service charge should be returned, $20.95

Business

Response:

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 20 " 2 14. We take customer service matters very seriously. Inclement weather and Icy roads resulted in trash collection service to be delayed one day. We 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 factor.
The residential department of VWS as sold to [redacted] as of February 20th 2014. VWS cannot be held responsible for the service related issues described after the sale date.
We have [redacted] a check in the amount of$20.95. Again, we would like to thank you for your previous service with VWS. If you would like to discuss this matter further, please Contact [redacted], VWS[redacted]

Review: I was a customer of [redacted] up until the merger with County Waste.I was informed of the merging via letter stating that County Waste had acquired [redacted] and then received a second letter (10/15) stating that my pickup day had changed from Tuesday to Monday effective 10/21/2013. So in order to ensure my pickup, I had my trash to the curb on the 21st by 6 am but my trash was not picked up and as of today, no pickup.For the life of me, I could not remember the name of the company and just found one of the letters last night (11/18) and called. My account was not updated for Monday pickup but still reflected Tuesday and also the crew were looking for the County Waste trash bins.(According to cust service) However, I was not informed of this information until I called. The letter announcing the merger did not mention the mandatory County Waste bins. Since I only have had one have trash pick up since the merger, I felt I was entitled to a credit/refund for the weeks not picked up since (10/21) I was informed since I did not call in a timely manner, I was only receiving two weeks, which is unjust! I know that in your business, you don't pay for services you don't receive and as a consumer, I feel the same! The drivers had my address and my payment was made, however, my trash was not picked up!! How can this be justified? I sent a letter to managment and the same supervior I spoke to responded. I was informed they don't normally issue credits., so I was being given a break.Desired Settlement: I paid 53.85 per quarter which is 17.95 monthly and 4.49 weekly. Even though it's only for 3 weeks (That's if they picked up today), that should be a credit of 13.46. It's the principle of this situation. How can you tell a customer that's not receiving service that you don't issue credits?

Business

Response:

I spoke with [redacted] from the business and she stated that the consumer will be refunded $[redacted].

Review: County Waste continues to harrass me for payment even though I stopped service August 13 with a zero balance due. My provider was [redacted] which was paid through August 9. County Waste purchased [redacted] during that time and I received notice that they would provide service as paid for, then bill for continued service. County Waste picked up my one trash bag each week through August 6 which was paid for. On Wednesday August 13 my one trash bag was not picked up and I called County Waste. I learned that it was not picked up because they use a hydrolic can pick up. I cancelled my service stating that I did not use a garbage can and that I needed manual pick up. I took my trash to another location for a short period of time, then open an account with another provider for Thursday collections.

September 27, after receiving a statement from County Waste, I emailed them to dispute the charges on the grounds of closing the account in August. After receiving an October statement, I received a call from [redacted] on October 30 regarding my outstanding bill. I explained that I had closed the account in August. Her records showed that I had called in August but did not close the account. I forwarded the email dated September 27 on October 30.

I explained I had stopped setting out trash in August, but she stated they would have to check with the driver. I have now received another statement indicating that the account was closed 10/30/14 and a balance due of $29.35.

County Waste was forced upon me when they purchased [redacted], and they provided no information about their service procedures. I closed my account August 13 and was paid in full, but I continue to be harrassed by them with ongoing statements and a phone call.Desired Settlement: Clear my record, remove all charges, confirm account was closed August 13.

Business

Response:

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.

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 have had our trash collected by County Waste for nearly two years. We pay $25 per month for weekly trash collection. The service, for the most part, has been adequate. Recently we have experienced some serious winter weather which has interfered with our trash collection. Our usual trash pickup day is Wednesday. If for some reason (holiday, bad weather, etc) they are unable to collect trash on that day, then they will usually pick up trash the following day or soon thereafter. We had no trash collection on Jan. 22, 2014 due to snow. We received a recorded message that day that our trash would be collected Jan.23. It was not. We called Jan. 24th and left a message but no one returned our call. No one came by that weekend either. I sent an email to their customer service address (on Jan. 27th) requesting credit for no trash pickup the previous week and received an email reply from [redacted]-I have no idea what her position is with County Waste. It was an inadequate reply (ie only said message received). I sent another email on the 28th asking to be credited for no service that previous week. We had another snowstorm on Jan. 28/29 and our trash was not collected on Jan. 29. I received an email from [redacted] on Jan. 30th stating they would not be issuing any credits. Our trash (now overflowing from the bin provided by County Waste) was finally picked up on Feb.2nd. I still think I (and other County Waste customers on [redacted]) should be compensated for no service the week of Jan. 22nd. This is only fair. I will forgive the lack of trash collection Jan. 29th as they did come by the following weekend (Feb. 2). We pay for our trash collection a month in advance. I have paid the February bill and will pay the March bill.Desired Settlement: Refund or credit to my account for no service the week on Jan. 22, 2014. That would be a $6.25.

Business

Response:

Dear [redacted], 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.

Review: My husband signed up for service in August as we were moving into our new home over Labor Day weekend. Our HOA requires that we have backyard pickup so that is the service that we hired County Waste to perform at the cost of $30 per month. Our trash is collected on Monday and every week we have had an issue. The first week the trashcan was left at the curb and then in subsequent weeks the lattice around the trashcan (required by the HOA) was either broken, lying on the ground, half way leaning against the home, trash was scattered throughout yard, trash was left in bag by trashcan, and even cat litter spilled out around the trash can all over the ground. My husband and I have documentation as we take photos every week and have even called the company every week for the past month but nothing is done. I finally reached the route supervisor who blamed the issues on it being a new company and new hires on the route. He assured me he would call me back but never did. He did offer a credit of one month free which he didn't convey to accounting but after I explained that it was offered, accounting applied the credit. I call and ask to speak to a supervisor but no one ever calls me back.

I am extremely frustrated as I am paying for a service that I am not receiving and no one at the company cares enough to fix the issues at hand, only ignore my calls or offer excuses.Desired Settlement: I would like a call from the [redacted] with an apology for the lack of service I have received as well as a refund for all monies paid to this company for services I did not receive.

Business

Response:

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. [redacted] 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 [redacted], the [redacted], we have cancelled your account and there is a zero balance.

Review: I recently moved to a new home in Chester, VA. County Waste dropped off a refuse container only after numerous requests and repeated failure to drop off the container on the days promised. Now I cannot get the garbage picked up on the day promised, Tuesday. Last week I called County Waste on Tues, Wed, Thurs and Fri and each day I was promised the garbage would be picked up the next day. That did not happen. Finally on Saturday my garbage was picked up. This week there was another failure to pick up the garbage on Tues. I called Tues, Wed and Thurs and still no garbage pick-up after being promised this was resolved and a number of work orders had been submitted to ensure this would not happen again. Today I spoke with a supervisor and was again promised my garbage would be picked up shortly. That did not happen. I don't know what else to do. Can anyone at the Revdex.com provide a list of any other refuse services available in my area? I should not be charged for this unsatisfactory service.Desired Settlement: I want the company to pick up my garbage on time and not charge me for two weeks of unsatisfactory service.

Business

Response:

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.

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: County Waste bought out the other service provider I was contracted with, and they were fine for a while. Then I got a bill for February service with a notice that we would have to switch to emailed bills or else might get charged an extra fee for continuing to receive the bill in the mail. So I emailed the customer service account and let them know I would be happy to start receiving my bills via email.

I did not get a bill for March service, but I paid as usual with the billpay thru my bank website, for the amount of $20.95

When I got the email with the bill for April service, I was surprised to see an overdue amount noted. Turns out they increased the price to $22.00, but neglected to mention it ahead of time. I replied to the email and asked why the increase in price and why there was no notice.

I got a reply that the price went up because "the cost of doing business" and they said the notice was on my bill. I checked again, it wasn't.

I explained to them that I did not receive a bill for March so would they please credit my account to show it paid in full as I had paid the previous rate. Zero response. (the change in price is not much, only $1.05, but it's the principle of the matter, that they didn't notify ahead of time and didn't send a March bill at all)

I am looking for other options now, and found some with better rates, so I emailed back to County Waste and let them know they could cancel my service at the end of April, since I have just paid that bill. Took less than 20 minutes to get a response this time, "Your service has been cancelled as of May 1st. Please leave your trash cart for pick up May 2nd. Please let me know if there is anything else I can help you with." They didn't even TRY to get me to stay with them.

I did write back asking for them to credit the increase amount to my account, so far have not heard back.

I'm really surprised that they were so eager to drop me.Desired Settlement: I would like County Waste to ensure my account is showing fully paid at the $20.95/month price and issue a credit for their increase.

Business

Response:

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!