County Waste of Virginia

We appreciate you bringing this to our attention I believe that you have spoken to the route manager in your local office as well as the operations manager The route manager was training an new driver on your route and it appears at though he was there for collection prior to your carts being placed at the curb for collection I do see where we had work orders to make sure that we collected your stop On these work orders it was notated that the carts were not out It was our failing for not contacting you to let you know what had caused the service to be missed The drivers start as early as 6am so we ask that you please place your carts at the curb the night before or prior to 6am the morning of service I apologize for the frustration that this has caused and the extra effort you have had to make on your end to ensure your trash was picked up While you had asked for credit for the last two collections, in good faith I have credited your account for one month of service If you have any further trouble with collection please do not hesitate to contact us for resolution Thank you again and have a wonderful day!

Good afternoon, there is a price increase that goes into effect for March service This price increase was due largely because of a price increase at the local landfill as well as the increase in other operational cost.s The notice was on the statements that were sent on 2/for March service due on 3/ I understand that you feel as though this was not enough time so I have adjusted your account so that the increase will not affect you until May If you have any further questions please feel free to contact meThank you and have a wonderful day!

Good afternoon, there is a price increase that goes into effect for March service. This price increase was due largely because of a price increase at the local landfill as well as
the increase in other operational cost.s The notice was on the statements that were sent on 2/for March service due on 3/10. I understand that you feel as though this was not enough time so I have adjusted your account so that the increase will not affect you until May. If you have any further questions please feel free to contact meThank you and have a wonderful day!

1. We accept the offer as given from County Waste for " crediting our account for one month of service"They have offered nothing else beyond this, other than " If we have any further trouble with collection, please do not hesitate to contact us for resolution". 2. However, as you told us in your instructions, here is our rebuttal to their continued statements in the rest of their letter of settlement: A. The only time we didn't have our can out on Monday, along with our neighbors, for Tuesday pickup, was June 6/7. We didn't have trash, because they hadn't picked up our trash from the previous Tuesday (May 31) until that Fridayevening (June 3); and that after multiple calls from usThe following Monday (June 6), we didn't put the can back out because obviously we didn't have enough trash accumulated to warrant putting it back up on the streetB. Other than this one instance, (when County Waste's records will show we didn't call in a complaint for non-service,) our trash can has been placed on the street on Monday evening in advance of the Tuesday pick-up. It has always been there, and stayed there, until County Waste eventually picked up the trashC. In response to their apparently 'brand new' driver in 'training;' County Waste told us around May 18 or 25, when we called in for non-pick up and spoke with a customer service representative, that they had 'new management' and new route drivers, and problems with their equipment. The representative told us in that conversation that they hoped to soon move our afternoon pito earlier in the day. But, at that point, our pick up was still in the late afternoon, as it has always been. We never had problems with trash piuntil the new staff took over in late April. At that point, we never knew what time or when the trash would be picked up. When we called with problems, beginning in early May, we were always given a different excuse for the non-pick up. As recently as this letter, we are still being told about training new drivers. We were also told that the new Operations Manager was pressed into service driving the route and picking up the trash, during this timeD. For the record, County Waste has several customers on our street and elsewhere in our neighborhood. When our trash has not been picked up, neither has our neighbors' trash on our street. All of the cans remain waiting for pick up for as many days as it takes for County Waste to return. This is a health hazard and attracts what it attracts in a rural settingThank you for the opportunity to respond to the statements from County Waste in their reply to your investigation. Please contact us if you need additional information

Good morning and thank you for taking the time to reach out to us with your concerns.  I would like to clear up some incorrect information that you stated, [redacted] Disposal was not acquired by [redacted] Disposal.  [redacted] Disposal was acquired by County Waste and that is how you came to be a...

County Waste Customer.  We do operate on a month to month billing cycle and as a courtesy request that we be given notice so that we have adequate time to close the account and remove our carts.  Notice to a price increase had been sent in each instance and is on the statement sent prior to the month of service that we are billing for.  I do see on your account that you had requested the carts be removed asap and we were able to accommodate that request.  I have removed the balance due of $**.  I thank you again for taking the time to reach out to us.  Please let us know if there is anything additional that I can assist you with in the future.

1.  We accept the offer as given from County Waste for " crediting our account for one month of service". They have offered nothing else beyond this, other than " If we have any further trouble with collection, please do not hesitate to contact us for resolution".  2.  However, as you told us in your instructions, here is our rebuttal to their continued false statements in the rest of their letter of settlement: A.  The only time we didn't have our can out on Monday, along with our neighbors, for Tuesday pickup, was June 6/7.  We didn't have trash, because they hadn't picked up our trash from the previous Tuesday (May 31) until that Fridayevening (June 3); and that after multiple calls from us. The following Monday (June 6), we didn't put the can back out because obviously we didn't have enough trash accumulated to warrant putting it back up on the street.B.  Other than this one instance, (when County Waste's records will show we didn't call in a complaint for non-service,) our trash can has been placed on the street on Monday evening in advance of the Tuesday pick-up.  It has always been there, and stayed there, until County Waste eventually picked up the trash.C.  In response to their apparently 'brand new' driver in 'training;' County Waste told us around May 18 or 25, when we called in for non-pick up and spoke with a customer service representative, that they had 'new management' and new route drivers, and problems with their equipment.  The representative told us in that conversation that they hoped to soon move our afternoon pick-up to earlier in the day.  But, at that point, our pick up was still in the late afternoon, as it has always been.  We never had problems with trash pick-up until the new staff took over in late April.  At that point, we never knew what time or when the trash would be picked up.  When we called with problems, beginning in early May, we were always given a different excuse for the non-pick up.  As recently as this letter, we are still being told about training new drivers.  We were also told that the new Operations Manager was pressed into service driving the route and picking up the trash, during this time.D.  For the record, County Waste has several customers on our street and elsewhere in our neighborhood.  When our trash has not been picked up, neither has our neighbors' trash on our street.  All of the cans remain waiting for pick up for as many days as it takes for County Waste to return.  This is a health hazard and attracts what it attracts in a rural setting.Thank you for the opportunity to respond to the false statements from County Waste in their reply to your investigation.  Please contact us if you need additional information.

We appreciate you bringing this to our attention.  I believe that you have spoken to the route manager in your local office as well as the operations manager.  The route manager was training an new driver on your route and it appears at though he was there for collection prior to your...

carts being placed at the curb for collection.  I do see where we had work orders to make sure that we collected your stop.  On these work orders it was notated that the carts were not out.  It was our failing for not contacting you to let you know what had caused the service to be missed.  The drivers start as early as 6am so we ask that you please place your carts at the curb the night before or prior to 6am the morning of service.  I apologize for the frustration that this has caused and the extra effort you have had to make on your end to ensure your trash was picked up.  While you had asked for credit for the last two collections, in good faith I have credited your account for one month of service.  If you have any further trouble with collection please do not hesitate to contact us for resolution.  Thank you again and have a wonderful day!

Good afternoon, there is a price increase that goes into effect for March service.  This price increase was due largely because of a price increase at the local landfill as well as the increase in other operational cost.s  The notice was on the statements that were sent on 2/15 for March...

service due on 3/10.  I understand that you feel as though this was not enough time so I have adjusted your account so that the increase will not affect you until May.  If you have any further questions please feel free to contact me. 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]

Review: This company has a terrible and should be illegal business practice of raising rates unannounced and sending no notice of change. Prices increase on average every three to four months, for various dubious reasons. For example, I just received a bill on 2/27/2016 for February (prior month)service for which I already paid in full on 1/28/2016, but according to their records I still owe $2.50. This $2.50 is the result of another unannounced fee hike and back-dated to a prior month for inexplicable reasons. This company has a monopoly on refuse collection in the county after acquiring every other competitor in the area ,so we the consumer have no choice and no recourse for these unfair and predatory business practices.Desired Settlement: $2.50 unannounced Fee hike for my February bill removed, and no fee added until a proper notice has been given to consumers. At minimum, we should be given legitimate reasons for the continuous fee increases every quarter.

Business

Response:

Good afternoon, there is a price increase that goes into effect for March service. This price increase was due largely because of a price increase at the local landfill as well as the increase in other operational cost.s The notice was on the statements that were sent on 2/15 for March service due on 3/10. I understand that you feel as though this was not enough time so I have adjusted your account so that the increase will not affect you until May. If you have any further questions please feel free to contact me. Thank you and have a wonderful day!

Review: This company, over the last 2 months, for whatever reasons, has simply ceased to honor their contract; already paid ahead due to their billing system, with us. We have had to call them week after week after week, ad nauseum, just to get them to come and pickup our trash. It hasn't been picked up on the designated day for weeks now. And, when we call or email them, the excuse is always something different. The last few times, the trash has sat there for days. And again today, it still sits waiting for removal by them. And, based on their interactions with us telephonically today, there is no sense that this will improve; and, now there approach is that somehow its our fault, for daring to try to pin them down, get relief from a service we're paying and not getting, and make them accountable for what we've been experiencing these last many weeks. We live in a forest community; and as we've told them, and as they know, trash attracts bugs, critters, and is definitely not healthy...plus it smells. So as of this writing, we have contacted our county/municipal people, the company, and the head of our community association; but no resolution yet. And yes, the trash still sits, along with our neighbors, in the street containers. Thanks for listening as always, and hopefully we can get this resolved once and for all for us and our community, once and for all.Desired Settlement: Either officially tell is that the pickup schedule for us and the community has changed and is now whatever they have changed it to or...tell us officially that the old schedule is back in force and we will not have any more problems. Give us a full billing credit for the last two service cycles we've already paid for,ie. refund us the monies we've paid for these last two pickup cycles, or give us the next two cycles at no charge. And a sincere apology from their regional manager for all of it

Business

Response:

We appreciate you bringing this to our attention. I believe that you have spoken to the route manager in your local office as well as the operations manager. The route manager was training an new driver on your route and it appears at though he was there for collection prior to your carts being placed at the curb for collection. I do see where we had work orders to make sure that we collected your stop. On these work orders it was notated that the carts were not out. It was our failing for not contacting you to let you know what had caused the service to be missed. The drivers start as early as 6am so we ask that you please place your carts at the curb the night before or prior to 6am the morning of service. I apologize for the frustration that this has caused and the extra effort you have had to make on your end to ensure your trash was picked up. While you had asked for credit for the last two collections, in good faith I have credited your account for one month of service. If you have any further trouble with collection please do not hesitate to contact us for resolution. Thank you again and have a wonderful day!

Consumer

Response:

1. We accept the offer as given from County Waste for " crediting our account for one month of service". They have offered nothing else beyond this, other than " If we have any further trouble with collection, please do not hesitate to contact us for resolution". 2. However, as you told us in your instructions, here is our rebuttal to their continued false statements in the rest of their letter of settlement: A. The only time we didn't have our can out on Monday, along with our neighbors, for Tuesday pickup, was June 6/7. We didn't have trash, because they hadn't picked up our trash from the previous Tuesday (May 31) until that Fridayevening (June 3); and that after multiple calls from us. The following Monday (June 6), we didn't put the can back out because obviously we didn't have enough trash accumulated to warrant putting it back up on the street.