Distinctive Rain Gutters, LLC

The Residential Operations Manager has been trying to get in contact with the customer regarding the lack of service at the referenced address We would like to speak to him to try and determine the underlying cause of this address being consistently missed With several accounts on that street, there is no good reason that this one continues to have service issues We have issued credit on the account for the missed services We appreciate your business and I am truly sorry for the continuous problems we have had with this address

Tiger has issued a refund to the customer We have contacted the customer in regards to the their concerns

I spoke with Mr [redacted] today and we have resoled the concern The carts will be removed from the site today I thank Mr [redacted] for his business and wish him well at his new location

We have contacted the customer in regards to his complaint The customer's contract had renew last year Since the customer fulfilled the first contract and one year of the renewal, Tiger has agreed to waive all fees for early termination of the existing contract We hope that the matter has been resolved to the customers satisfaction

Tiger did have a recent rate adjustment to offset increased operational costs We typically review rates on an annual basis to compare our true operating costs versus the rates being charged While fuel rates have gone down recently we experienced increase in other areas Increased expenses at the landfill, increased insurance costs and increased maintenance costs are a few examples As mentioned, there was an increase done last year as well There were several years where Tiger did not increase rates for our customers as the customer mentioned in their complaint However, as our cost continue to rise we can no longer absorb the ever increasing cost to do business Some of these cost must be passed on to the consumer in the form of rate increases The rate is correct, your new quarterly rate will now be While we can understand your dissatisfaction with the increase, it was necessary We are a local business that charges a fair rate for the services we provide We hope that you understand the need for the increase and continue your service with Tiger Sanitation

Complaint: [redacted] I am rejecting this response because: Of course the sales person is going to say the contract was discussed; but what he says and what actually happened are way different We did not read the contract, but I believed the sales rep as to the September start date and the $fee The bottom line is I told the sales person and the customer service rep and everyone else that I spoke to - - - the contract was to start on September 1st, the previous customer was responsible for the month of August But since I took over it was easier to charge me because I want the dumpster than to go after the person who abandoned the account.However, I have no recourse so I have to pay and do what ever they sayWhat do I do with my trash???? Regards, [redacted]

I certainly apologize for the miss in your service A credit has been applied to your account for the two missed pickups that you reported to us in the amount of $ You will see this reflected in your next invoice Reminders have been put on your Wednesday pick up dates for our driver to be sure you are not missed again

We would like to apologize for any misunderstanding The sales person did discuss and review the contract with the customer The customer did sign the contract with an effective date ofAugust 15th If the start date was to be September 1st, this would have needed to be addressedwith the sales agent at the time the contract was signed The customer was charged for services, per the contract beginning August 15th We do bill a month in advance The customer’s initial invoice was for service from August 15th through the end of October.Payment was due by October 1st This allowed the customer use of the dumpster from August 15th through October 1st, without payment being made Payment has not yet been made on this account

I would like to apologize for the lack of service After researching the account, I found that the customer did in fact report the missed service Our customer service representative requested that the driver be sent back to service the account Unfortunately, we failed to follow up on the collection I will issue credit $credit on the account for the inconvenience

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meRequest credit reflect in next billing statement or separate letter from Tiger Sanitation Regards, [redacted]

After review of the account, it was determined that we sent invoices to the customer on 10/1/14, 1/1/15, 7/1/and 10/1/ We receive no return mail from the post office indicating that the customer was not receiving the invoices that were being mailed No payments were made on the account towards these invoices The account was closed on February 10, for non-payment We attempted removal of trash/recycle carts but they were not out to be removed It was our error in continuing to service this account We required the customer to pay the past due balance of $on the account plus the new quarter of service in order for service to be resumed at their home We waived the restart fee since customer agreed to setup automatic payments Due to the history on the account, auto is required We are not charging the customer for service during the time the account was closed Attached is a copy of the statement for this account

We are very sorry the customer has had so many problems getting their recycling serviced We have credited the account for one month of service for the inconvenience to the customer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Tiger has reached out to the customer to resolve the service issues for this address and been unsuccesful We do require direct communication, as we need to determine the root cause for the missed services This cannot be done through ongoing emails The customer was issued credit in the amount of $ Attached is the invoice reflecting the credits that have been provided If the customer, would prefer to close the account rather than contact us to resolve the matter we will refund the current quarter of service

As an address based subscription service, we are unable to know if service is expected at another address We provide service to a specific address that belongs to our customer We also protect each customer's private information and were not in a position to discuss why her neighbor's account was not serviced We do our best to provide exceptional service and it is disheartening that Ms [redacted] has had this kind of a misunderstanding at the end of a very long history of business with Tiger Sanitation We did offer Ms [redacted] a credit for the service day and a refund of that credit as she was no longer continuing her service We tried very hard to make things right as we want to be good stewards in the communities that we are a part of

The no refund policy for unused has been a part of our Residential Policies document for many years This is supplied to any customer when they open an account with us, whenever we make updates, and also available online That being said, we have not been happy enforcing the policy as we are aware it is not the most customer friendly item Our Leadership team has agreed that going forward, we will refund unused services (upon return of carts) for any full months that we are not servicing an account I am going to go ahead and process a full refund for all unused months for Mr*** This will be processed on October 25th, pending retrieval of the carts on site

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, THANK YOU!!! [redacted] ***

Complaint: [redacted] I am rejecting this response because:The business indicates they will refund any unused "full months" amount paid So basically if a customer cancels on the 1st day of the month then this business collects 29days of unearned income for which they provide NO services That's unearned income to them and is wrong Refunds should be prorated based upon the days service is provided In the example above the business would have day of earned income and refund the rest instead of just keeping itOtherwise the business is collecting a windfall spread over their customer base which can amount of material revenue collected but not earned That's an unethical practice that should be corrected Regards, [redacted] ***, Cpa

Sorry for the delay in responding to this complaint I did review the account and all the information available This account was on credit hold for a balance remaining on the account since August 16, Our staff continued to service through September On September 23rd, the customer did not get trash collection service due to the credit hold The customer was upset that their trash had not been serviced and wanted us to pick it up that day They were advised that the account had been on hold since August and that payment in full was due on August Customer decided to cancel service at that time We do not typically issued refunds once the quarter has begun We did service the trash the entire month of August and most of September We will be issuing a refund in the amount of $to resolve the matter Paper refund can take up to days for processing Please let us know, if you need any further informationCustomer information: [redacted] San Antonio, TX Thank you, [redacted] ***