Distinctive Rain Gutters, LLC

Mr***,I have researched your account in great detail. Here are my findings. Service started for you on 02/12/15. These are the dates that seem important to address your complaint11/17/16, 11/21/16, 11/24/16. These are the first days your service was skipped for
nonpayment. A payment was made on 11/27/at 7:PM. Payments take 24-hours to be processed on an account. This made the payment too late for service on 11/28/16. The routes are set before the beginning of the dayYou did not contact us regarding any of these skipped services.08/17/was the next service skipped for nonpayment. Payment was made on 08/20/at 7:PM, again too late to be on route for service on 08/21/17. You did contact us on 08/21/at 10:AM. In these instances, we do what we can to notify the route driver to service if still in the area. We do not guarantee these services.11/16/17, 11/20/17, 11/23/were all skipped due to nonpayment. Payment was made on 11/26/at 10:PM, again too late to be on the route for the next day. You contacted us at 12:PM and again at 2:PM on 11/27/17. Both calls generated notice to the driver to service your account if in the area, again with no guarantee.02/18/18, 02/22/18, 02/26/were all skipped due to nonpayment. Payment was made on 02/28/at 1:PM. Because this was made before the route sheets were printed, you were serviced the following day, 03/01/18.04/12/18, you contacted us at 1:PM regarding not being serviced. This is your first notification of non-service when your account was in good standing. We sent the notice to the driver of the missed pick up. In this instance we would not have said no guarantee, as it is expected of us to deliver the service. You contacted us again at 2:PM stating that this is an ongoing issue. At that time, you were offered credit for the lack of service and an additional limit of pickup on your next services day. You refused this offer and wanted the account escalated to a Supervisor. At 3:you contacted us in regard to filing this Revdex.com complaint. You were promised a call back from the escalation within hours.04/13/our Residential Operations Supervisor attempted to call you at ***-***-*** at 10:AM. There was no answer. He stated that he left a message with an apology and that he would be speaking with your route driver.At this time, I am going to credit your account for the missed pick up on 04/12/in the amount of $2.41. As a gesture of goodwill, I will also credit your account for the services on 11/28/16, 08/21/and 11/27/in the amount of $7.22. This will be a total credit of $

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

The customers complaint has been resolved. The cart has been removed from the site. As requested, we are issuing a refund check mailed to the address we have on file for the amount of the last payment. We apologize for the delay in the removal of the cart and appreciate that the situation has been rectified to the customers request

We are very sorry that the trash cart was removed prior to the last day of service. It should have been redelivered. A letter of apology will be mailed to the customers home

This was on old company policy that has been addressed Thank you for bringing it to our attention so that we can prevent these types of problems in the future We are happy to set up service for Ms***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Ms***:I contacted Tiger Sanitation @ 8:a.mto the main # then asked to speak with Ms*** since she was one that
contacted me on Friday, March 23, 2018. I mentioned to Ms*** that I left voice messages yesterday and her response was "she has not yet listened to her voice messages". Ms*** mentioned to me didn't I get her message pertaining my request she left on Friday, March 23rd? I told her "no" the only message that was left was her name, ph # and extension there was no message pertaining my request. Also, I mentioned to her that Ms*** never called me back either nor Mr*** (General Manager), she apologized that no one has gotten back me and that she is the only one there handling complaints. Anyway, I think I finally got my matter resolved with changing from 2yd front loader to the residential brown bin. I was told by Ms*** they should deliver the residential brown bin tomorrow and on Friday, March 28th scheduled to pick up the 2yd front loader. I honestly can say with my persistence on my end got this matter resolved because apparently no one at Tiger Sanitation listens to their voice messages nor the Mr*** does not read his mail and if he did completely ignored my letter without any follow upThey at Tiger Sanitation need to work on their customer service with their customers because from the General Manager and his assistant (Ms***) have such poor customer service if I would have not continued to call nobody would've contacted me
Regards,
*** ***

Credit of $has been applied to the account

As with many prepaid services, we do typically have a no refund policy.  We  always try to advise or customers of this and give options of monthly billing if we know there may be a move pending.  I apologize if this was not communicated to the Shrager's.  We have...

processed a refund of all unused services via check and mailed out using USPS to the new address for them.  It took a bit more time than usual to obtain the new address.  I also apologize for that delay.  We value all of our customer's and wish them well in their new home.

Thank you for making us aware of this situation.  All the points put forth in your complaint are legitimate and valid.  Although the holidays and the recent weather situation in our area has made things more difficult than our standard operating schedules, this is not an excuse for the...

removal of your carts taking this long.  The carts will be removed from your residence on Wednesday, January 24th.  I have called and left a voicemail with my direct phone number.  Please do not hesitate to contact me if any further action is needed.  I apologize that your situation had to come to this for resolution.

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]

We have made multiple attempts to remove the carts from the customers property.  The latest attempt was made yesterday November 2nd, as we advised in our previous response.  A supervisor will be going out to the property one last time tomorrow November 4th in effort to remove containers.  The carts must be place curbside for removal.  Our staff will not go onto customer property to remove containers.  We did attempt to contact the customer to advise of the attempt to remove carts tomorrow.  The call was ended by customer prior to me being able to provide removal date.

The account has been credited and refund issued to customer.  There was no notification to credit agencies in regards to this account.  We are investigating the failure on our part to respond to the emails that the customer sent to us.  We apologize for the inconvenience this...

matter has caused our customer and hope that the matter has been resolved to their satisfaction.

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]

After review of the account, it was determined that we sent invoices to the customer on 10/1/14, 1/1/15, 7/1/15 and 10/1/15.  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, 2015 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 $69.03 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.

Complaint: [redacted]
I am rejecting this response because: 1. The increase in operating cost was not distributed evenly with all Tiger customers and your prices charged to customers are not standardized. There are [redacted] residents who have had service as long as I have who are paying less than myself. How do you decide who gets an increase and by how much? 2. Your fee is higher than that of SWMD (which is not available to us), the company I believe sets the price line. 3. Though your prices and services are the most competitive compared to WM, which is why I have remained a Tiger customer, I believe both Tiger and WM are taking advantage of customers who have no other businesses to choose from in our area. 4. Why are those who don't recycle have to pay the same as those who do? You only have to make 1 trip to my house with 1 95-gal cart pickup but yet I am paying the same as those who require 2 trips to the house and 2 95-gal cart pickup. This does not seem quite fair. 5. I hope that the rise in prices will continue at a more fair pace because the high rate of increase from 2014-2016, compared to the years before, were alarming. Standardizing prices for non-HOA discounted contracted areas and charging extra for recycle pick up might be a better way. 
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: while I have received my refund, Tiger Sanitation's Trash Can and Tiger Sanitation's Recycling Can are still on my premises. As per my original complaint, I want to know the exact date your cans will be removed from my premises. I really dislike that Tiger Sanitation is using my premises as a storage facility. I have half a mind to bill Tiger Sanitation for storage. As of right now the storage rate in San Antonio for 5' x 5' storage unit, which is the smallest unit, is $42 a month. Since I have been storing your property for over a month and you refuse to pick it up I figure you owe me about $84 plus tax of course. So please I will ask again, tell me when you will pick up your property and for once follow through with what you say you are going to do. I can't believe I'm still wasting time and energy on something that could have easily been avoided and taken care of with good, proper customer service.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 me.
Regards,  THANK YOU!!!.
[redacted]

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.

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 $52.11.  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.