Initial Business Response /* (1000, 8, 2015/09/22) */
The signed agreement stated that the customer would pay a $cancellation fee if the account is closed prior the end of the year agreement date unless they move out of our service areaWe would have disclosed the information at the time
of sign upAlso it is "industry standard" that ALL haulers will charge a cancellation fee IF a customer signs a service agreement and terminates said agreement before the end of the contracted dateAs a local family owned business we do our best to always provide great customer service to all of our customersI spoke with my sale Rep Dan that signed the customer up and he is willing to remove the $cancellation fee for the customer even though it states on the agreement that they signed there is a $cancellation feeI will contact the customer and let them know they we are taking off the $feeI have attached the signed agreement for you to seeThanks
Initial Business Response /* (1000, 5, 2016/03/03) */
On 1/4/customer called and spoke with one of our customer service reps regarding the charge on the invoice which came to $This charge was for the regular trash and recycle service for the months of Feb- April and compost pick up on
separate occasionsThe total for just the compost pickup on these dates was in the amount of $and was for bags of yard waste
This amount was higher than previous years because our on call rate went up in because our disposal rate went upWE never quoted the customer $per bag after our rates went up, nor was the rate ever $per bagIt used to be $for up to bags and then $per bag after thatNow as of the rate is $for up to bags and then $a bag after thatThey may have gotten a quote before the rate changed
On our invoice we also disclose that " some Customers may notice an adjustment in their rate over the next few months that reflect the rising costs of disposal (tip fee increases), recycling, labor, insurance and equipment costsDick's/Lakeville Sanitation, Incwill always strive to provide the best overall value while maintaining the quality service you come to expect"
It was agreed over the phone on 1/4/that they would add seasonal compost and we would do it for a discounted rate since they spent so much money on the "on call" pickup for the year, and because they said that they were not aware that the rate went upThe customer was not overchargedWE charge the same rate for all of our customers and have not had any issues until nowWe didn't offer to give the customer a refund check, yet it was a discount to use for the seasonal compost service for the season for and that discount of $has already been applied and was on 2/17/and that is why the customer has an invoice for $We never denied for the customer to speak to a manager and I feel as though all of my customer service reps are very courteous and professional and had they noticed the customer was in need of seasonal service we would have offered it to them soonerThis is local family owned and operated business and we have been around for yearsI don't feel as though we are uncooperative or unhelpful or we wouldn't have offered to credit $towards the compost serviceWe also offered to lower the customers rate for trash and recycle with a signed service agreement and they said they would get back to usAs of today the account is still open and we have no intention to credit all of the compost bags that we picked up and paid to dispose ofAlso the customer signed up for auto withdrawal and gave us permission to take payments automatically in August of and that is how we have taken their payments since thenWe did not withdrawal anything without their consentThank You
Initial Consumer Rebuttal /* (3000, 7, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, the same obstinate attitude and magical accounting that is not reflected on any invoiceThere was no verbal acknowledgement on the phone that the prices had gone up on the leaf piand you absolutely did deny access to a managerFor a family-run business, you sure don't value your customersWe will be in touch to cancel our service
Initial Business Response /* (1000, 8, 2015/09/22) */
The signed agreement stated that the customer would pay a $cancellation fee if the account is closed prior the end of the year agreement date unless they move out of our service areaWe would have disclosed the information at the time
of sign upAlso it is "industry standard" that ALL haulers will charge a cancellation fee IF a customer signs a service agreement and terminates said agreement before the end of the contracted dateAs a local family owned business we do our best to always provide great customer service to all of our customersI spoke with my sale Rep Dan that signed the customer up and he is willing to remove the $cancellation fee for the customer even though it states on the agreement that they signed there is a $cancellation feeI will contact the customer and let them know they we are taking off the $feeI have attached the signed agreement for you to seeThanks
Initial Business Response /* (1000, 5, 2016/03/03) */
On 1/4/customer called and spoke with one of our customer service reps regarding the charge on the invoice which came to $This charge was for the regular trash and recycle service for the months of Feb- April and compost pick up on
separate occasionsThe total for just the compost pickup on these dates was in the amount of $and was for bags of yard waste
This amount was higher than previous years because our on call rate went up in because our disposal rate went upWE never quoted the customer $per bag after our rates went up, nor was the rate ever $per bagIt used to be $for up to bags and then $per bag after thatNow as of the rate is $for up to bags and then $a bag after thatThey may have gotten a quote before the rate changed
On our invoice we also disclose that " some Customers may notice an adjustment in their rate over the next few months that reflect the rising costs of disposal (tip fee increases), recycling, labor, insurance and equipment costsDick's/Lakeville Sanitation, Incwill always strive to provide the best overall value while maintaining the quality service you come to expect"
It was agreed over the phone on 1/4/that they would add seasonal compost and we would do it for a discounted rate since they spent so much money on the "on call" pickup for the year, and because they said that they were not aware that the rate went upThe customer was not overchargedWE charge the same rate for all of our customers and have not had any issues until nowWe didn't offer to give the customer a refund check, yet it was a discount to use for the seasonal compost service for the season for and that discount of $has already been applied and was on 2/17/and that is why the customer has an invoice for $We never denied for the customer to speak to a manager and I feel as though all of my customer service reps are very courteous and professional and had they noticed the customer was in need of seasonal service we would have offered it to them soonerThis is local family owned and operated business and we have been around for yearsI don't feel as though we are uncooperative or unhelpful or we wouldn't have offered to credit $towards the compost serviceWe also offered to lower the customers rate for trash and recycle with a signed service agreement and they said they would get back to usAs of today the account is still open and we have no intention to credit all of the compost bags that we picked up and paid to dispose ofAlso the customer signed up for auto withdrawal and gave us permission to take payments automatically in August of and that is how we have taken their payments since thenWe did not withdrawal anything without their consentThank You
Initial Consumer Rebuttal /* (3000, 7, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, the same obstinate attitude and magical accounting that is not reflected on any invoiceThere was no verbal acknowledgement on the phone that the prices had gone up on the leaf piand you absolutely did deny access to a managerFor a family-run business, you sure don't value your customersWe will be in touch to cancel our service