Distinctive Rain Gutters, LLC

We are very sorry the customer had so many problems getting their recycling serviced.  We have processed the refund as requested by the customer.  The refund was processed on July 7th, it can take up to 7 business days for funded to be put back into the customers account.

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 73.19.  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.

I would like to apologize for the delay in getting the trash and recycle container removed from the customer's property.  It usually takes 7 business days for the removal of trash/recycle containers.  Our cart delivery/removal department has been a little behind with the...

removals/deliveries.  I have confirmed that all 3 containers were removed today August 11th. Once again, I apologize for any inconvenience the delay has caused.

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]

The customer decided to close their account with Tiger Sanitation.  We issued a full refund for the payment made due to service failures on our part.

We have review the account, as stated previously the account was on credit hold due to non-payment by the customer.  We will issue credit for the non-service on Wednesday, May 27th since payment was made the night before.  Our policy does state that it takes 48 hours for an account to be released from credit hold, however we will issued a onetime courtesy credit for this instance.  We will not be able to credit for the week of May 20th due the account being on hold.  The credit will be reflected on the customers next invoice.

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, 2015.  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 $70.94 to resolve the matter.  Paper refund can take up to 45 days for processing.  Please let us know, if you need any further information. Customer information: [redacted] San Antonio, TX 78254 Thank you,    [redacted]

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 $10 credit on the account for the inconvenience.

Were are very sorry to hear that you are that disappointed with our service.  Unfortunately, the fees charged to you were simply the past due balance and the new quarterly rate for services.  This is expected of all customer wishing to receive service.

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.

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 1 day of earned income and refund the rest instead of just keeping it. Otherwise 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

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 will refund the $53.77 for unused service as goodwill for a long standing customer.  The "No Refund Policy" is part of the residential policies online and was mailed out to all customers in 2015.  We do also, send them out to all new customers as part of their welcome package.

We apologize for the inconvenience.  Credit was applied to the account for the missed collection on December 30th.  The collection on January 2nd was cancelled due to our holiday schedule which was made available to all of our customer on our website as well as our recorded line. ...

Services resumed as scheduled January 6th.  We are very sorry that the holiday schedule caused the customer in undue stress.

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.

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 speaking with Mr. Joey, I understand that the City of [redacted] only paid for services rendered. The fault should really be with The City of [redacted], if which I will address in a letter with this compaint and response.Thank you for your concerns.[redacted] S. [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,
[redacted]