Evergreen Disposal Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I am the homeowner and I pay the HOA for this trash service therefore I am the customer! Shouldn't it be thought like this, I pay the HOA and the HOA company divides the money which I pay yearly to the appropriate service providersThis employee Christine continues to be rude even in her attempt to "try" and resolve the matterShe even lied about the actions Evergreen disposal took in trying to remedy this situationI was told by Christine that the misplaced trash can which was place in front of the park was removed and I was given a new trashHowever, that was not the case at all!!! I figure this company would try to give me the trash can that was simply at the parkSo, there was a way in which I could know that was the trash can at the park just in case this happened so I would know if they tried to pass the park trash can as a new one! The company employees are liers and I will continue to voice my experience as doing business with this company is unprofessional in nature at all time! I was never asked to say my issue was resolved as it hurts their business and its public recordHow dare someone ask you such a question and lie about their actionsI will be present at ever board meeting and all the neighbors to change this disposal companyEveryone has a right to know and the fact that the employee was aggressive and rude in her response makes me question the HR department as well as their hiring practicesChristine is a bad representative for Evergreen disposal!!!!!!!!!!
Regards,
Belva J***

The owner has reviewed the service address with our driver for more trainingHe has called the customer and will be monitoring her service for the next days

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be
closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
They never left a message at my house, my cell or my wife's cellThis is the latest incarnation of the same set of lies they have been using for monthsThey promise but never deliver What a jokePromises and no deliver is at every level of this company Maybe it is just time to take them to small claims courtWe can ties up a day for many people, the owner, the driver, the tow truck driver, my lawyerLet's spend a few thousand Evergreen dollarsNot smart.
I have pictures of his truck in my beds and the tow truck pulling him out.
Remember you are not authorized on my private property without my permissionCheaper to pay me what my landscaper wants to fix the problem - $
Regards,
*** ***

The field manager has called to set a time when we can come out and do the repairsWe are waiting to hear back from the complainant

The person making the complaint is not a direct customerThey live in a community that has an HOAThe HOA has contracted our service for the communityEvergreen must follow the policies' outlined in the contract with the HOA and Board of DirectorsThe community that the complainant lives in just
changed property management companies last month I have spoken to the new property management company to help the resident get a replacement trash binThe new management company has informed me that the resident had filed her original complaint with the previous management company and had not be given proper information as to who to contact for resolve. A trash can was delivered to her location yesterday 04/20/My contact person with the HOA has informed me that the resident has been made aware of the correct office to contact with any questions or concerns. I also followed up with the residentThe resident stated she had contacted, and filed her complaint with the wrong HOA management company, and the information given to her was not given by EvergreenShe also confirmed she now has a trash can at her location Thank you,Christine F*

On May 21, 2015, we received a call from Y*** *** *** *** spoke with the office assistant JessieShe stated that her trash
can was missingJessie informed her she would need to call back hours after
reporting the missing can to have one delivered back to her at no charge***
*** accepted that information and the call endedOn Tuesday 05/26/*** *** called to report her can was still missingJessie informed her we would
bring a new can out on Thursday 05/28/*** *** said that was
unacceptable and asked to speak to the office managerI Christine took the
call over*** *** stated her son
had witnessed our staff put her trash can in the back of our dump truck the
week beforeShe also indicated that she had this recorded on video
surveillance I asked her if she had a way to send me the videoI informed her
that if my staff is putting trash cans in our dump truck this is a firer able
offenceI further explained that we have a separate staff and box truck that
make deliveries of new cans and removes old or damaged cansAll damaged cans
are returned to the manufacturer we purchase them from, and we are given a
credit towards our next shipment of cansThe cans are costly which is why the
staff can and will be let go if they dispose of them at the landfill*** ***
did indicate that her can had gone missing the week priorI informed her that
our policy for missing cans is as followsIf a can is missing the customer
must report it to the office for resolutionOnce it has been reported the customer
must wait hours from the time of reporting the missing can to have a new can
delivered back to them at no charge to the customerWe ask the customer to
wait hours because it has been our experience that missing cans usually show
back up on the next regular trash pickup dayThis has been a problem during
the nicer months of the yearIf we deliver a can immediately the customers are
calling us back asking us to remove an extra canWe will deliver a can
immediately but the customer would have to pay for that can, as stated in our
Customer Service Policy Information, the policy is on the backside of all
quarterly billing statementsTo my understanding she had been fine with this
information on May 21, 2015, and would call us back in hours if her can did
not reappearOn Tuesday May 26, *** *** called to let us know her can
was still missingI informed her we would bring a new can to her at no charge
on Thursday May 28, She did not find this acceptableShe stated she had
not had trash collection service for weeksI informed her that I was
responding to the issues as soon as we were able to from the time that it was
reported to the officeI am unable to assist her before her initial report on
05/21/At that time she requested to speak to the ownerI informed her he
was not in the office at that time and I would have him call her has soon as he
returned in the morningThe owner of Evergreen did call her the following
morningDuring the conversation the owner had with her, he reviewed our
missing can policy with herHe informed her that since she had not taken her
trash to the landfill, and she was able to put a personal can or bagged trash
to the curb for removal, we will not be issuing any creditAny and all trash
she had not had removed because of her missing can would be collected on her
next service day and that her can would be replaced at no charge on 05/28/
It was the soonest we could have one returned to herBased on the time that
she reported her problem, she may not have used days of trash pickupShe has
not disposed of her trash on her ownShe has collected her trash and is
waiting for her new can to have all trash she has collected removedWe did
respond as soon as we could to her initial reported problemCredit’s for missed pick up’s are offered when
the service is missed at the fault of Evergreen Disposal, and we do not return to collect any miss reported to the
office, or if the customer disposes of it on their own we will refund that cost
*** *** service was not missed she chose not to put her trash out in
bagsNo credit to be givenWe have no reports as of today June 1, of any missed trash

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

When a customer cancels service, we schedule to have our Evergreen trash bin removed from the propertyThe trash bin is provided has a courtesy, while having an active account for serviceThe cancelation policy is outlined on the back of all quarterly billing statements We have no
record in our data base, or our dispatch system showing any reports of missed or problem's with service for this customer's location since We have it on file the trash was reported missed on 04/24/& 04/10/The customer was billed on 04/10/2016, for service to be provided in May, June, July 2016. As she stated in her complaint she did not call the office to inquire why she received the statementThe office began sending Automatic calls to the customer on 05/20/The Automatic call had a message to inform her that our records showed she was past due on her accountThe Automatic calls go out twice a week until payment is madeCustomer stated she received these calls but did not call the office, stated she was on hold to long for a customer service repCustomer contacted Evergreen on 08/01/and stated she had received another billing statement and that she still had the Evergreen trash bin on her propertyIt was explained that Evergreen had not been informed to close her accountCharges for Aug, Sept, Oct have been removedCustomer is responsible for May, June, July as notice to cancel was received 08/01/Customer is past due for May, June, July and the can recondition chargeCancelation of service in not complete until the customer schedules' to have the Evergreen trash bin returned to the companyWe are scheduled to remove the trash bin 08/02/

The person making the complaint is not a direct customerThey live in a community that has an HOAThe HOA has contracted our service for the communityEvergreen must follow the policies' outlined in the contract with the HOA and Board of DirectorsThe community that the complainant lives in
just changed property management companies last month I have spoken to the new property management company to help the resident get a replacement trash binThe new management company has informed me that the resident had filed her original complaint with the previous management company and had not be given proper information as to who to contact for resolve. A trash can was delivered to her location yesterday 04/20/My contact person with the HOA has informed me that the resident has been made aware of the correct office to contact with any questions or concerns. I also followed up with the residentThe resident stated she had contacted, and filed her complaint with the wrong HOA management company, and the information given to her was not given by EvergreenShe also confirmed she now has a trash can at her location
Thank you,
Christine F*

I would like to share my very unpleasant and life changing experience with Evergreen Disposal in Waldorf, MdOn August 31, at 7:40-7:a.m My "15" year old dog got out of the yard and was in the road in front of my home which is at a dead end road in a residential community and was struck by Evergreen's trash truck and left for dead, suffering with his collar on in front of my home in which I was insideIt was my fault that my dog was in the road and that is something I have to live with however, I wish to explain the whole story so that people understand if you see something say something, and keep filing complaints until you get someone to listen and or call the police Instead of calling me or knocking on my door to let me know that they hit my dog, that was in the road, at a dead end street with a posted speed limit of "25" mph, who did not move quickly enough to get out of their way, they chose to leave and do or say nothing When I called the company, the manager sent the drivers out to say "no sir, we did not hit your dog or see your dog" The manager called me back to say he was sorry to hear that our dog was hit however his drivers did not do it They are driving a truck on the road and are there to do their job, if the dog is in the road and gets hit, he is sorry but they are doing their job I later found out that my neighbor saw their truck stop, call someone, get back in the truck and leave after hitting my dog When I called the manager Gary F* back to let him know that not only did his employees hit the dog and lie about it, they had most likely called him to let him know I also informed him that speed at our dead end has been an issue with their company, two of my neighbors with young children had called in complaints more than once and one was asked "don't you have anything else to do instead of call us" My last contact with the manager, MrGary F* was September 1, in which he was to pull the truck gps to call me if in fact the truck stopped in front of my home and what the speed was on the gps in front of my home MrF* never called with this information after two calls from me requesting the speed in front of my home, he told me he was too busy to check to call back, I said you call me My concern is a total disregard for speed in a residential area with lots of young children and several complaints concerning the speed of their vehicles, and accepting responsibility when an "accident, speeding in a residential community, hitting a year old dog that wanders in the path of their truck, where they cannot stop or avoid hitting them, and letting the dog owner know as to try to save it, but leaving it for dead and lying from the top which would be manager down to the drivers This time it was a pet, my pet Next time it could be a child! MrF* did mention to me that he spoke to someone in law enforcement and "there is a leash law His men are on the road to do a job and get it done, if something is in the road they are doing their job driving on it."

*** *** signed a one year service agreement in June At the end of her one year she continued serviceOur Customer Service Policy, and cancelation Policy are outlined on the back of her signed Service AgreementThe Customer Service Policy and Cancelation Policy are also on the back
side of all quarterly billing statementsThe Cancelation policy states that when the account is closed a $fee is charged for recondition of the trash, if the can is not returned the customer is charged $She requested on June 26, to have her account closedWe removed her trash can on June 29, 2015, and charge $to the account for the recondition feeHer previous billing cycle had been paid lateHer payment of $was due on April 15, 2015, payment was made April 24, Check #*** in the amount of $Her billing statement sated that if paying after April 15, a $late fee will be added to your accountOn July 7, she mailed in check #*** in the amount of $to cover her can recondition fee, and her late fee from the previous billing periodShe has not been charge for any other services and her account has been closed in good standing Thank you,Christine W***

We are reviewing this area and making the needed changes for service timeThis should no longer be a problem for this resident Christine W***
*

On May 21, 2015, we received a call from Y*** *** *** *** spoke with the office assistant JessieShe stated that her trash
can was missingJessie informed her she would
need to call back hours after
reporting the missing can to have one delivered back to her at no charge*** *** accepted that information and the call endedOn Tuesday 05/26/*** *** called to report her can was still missingJessie informed her we would
bring a new can out on Thursday 05/28/*** *** said that was
unacceptable and asked to speak to the office managerI Christine took the
call over*** *** stated her son
had witnessed our staff put her trash can in the back of our dump truck the
week beforeShe also indicated that she had this recorded on video
surveillance I asked her if she had a way to send me the videoI informed her
that if my staff is putting trash cans in our dump truck this is a firer able
offenceI further explained that we have a separate staff and box truck that
make deliveries of new cans and removes old or damaged cansAll damaged cans
are returned to the manufacturer we purchase them from, and we are given a
credit towards our next shipment of cansThe cans are costly which is why the
staff can and will be let go if they dispose of them at the landfill*** ***
did indicate that her can had gone missing the week priorI informed her that
our policy for missing cans is as followsIf a can is missing the customer
must report it to the office for resolutionOnce it has been reported the customer
must wait hours from the time of reporting the missing can to have a new can
delivered back to them at no charge to the customerWe ask the customer to
wait hours because it has been our experience that missing cans usually show
back up on the next regular trash pickup dayThis has been a problem during
the nicer months of the yearIf we deliver a can immediately the customers are
calling us back asking us to remove an extra canWe will deliver a can
immediately but the customer would have to pay for that can, as stated in our
Customer Service Policy Information, the policy is on the backside of all
quarterly billing statementsTo my understanding she had been fine with this
information on May 21, 2015, and would call us back in hours if her can did
not reappearOn Tuesday May 26, *** *** called to let us know her can
was still missingI informed her we would bring a new can to her at no charge
on Thursday May 28, She did not find this acceptableShe stated she had
not had trash collection service for weeksI informed her that I was
responding to the issues as soon as we were able to from the time that it was
reported to the officeI am unable to assist her before her initial report on
05/21/At that time she requested to speak to the ownerI informed her he
was not in the office at that time and I would have him call her has soon as he
returned in the morningThe owner of Evergreen did call her the following
morningDuring the conversation the owner had with her, he reviewed our
missing can policy with herHe informed her that since she had not taken her
trash to the landfill, and she was able to put a personal can or bagged trash
to the curb for removal, we will not be issuing any creditAny and all trash
she had not had removed because of her missing can would be collected on her
next service day and that her can would be replaced at no charge on 05/28/
It was the soonest we could have one returned to herBased on the time that
she reported her problem, she may not have used days of trash pickupShe has
not disposed of her trash on her ownShe has collected her trash and is
waiting for her new can to have all trash she has collected removedWe did
respond as soon as we could to her initial reported problemCredit’s for missed pick up’s are offered when
the service is missed at the fault of Evergreen Disposal, and we do not return to collect any miss reported to the
office, or if the customer disposes of it on their own we will refund that cost
*** *** service was not missed she chose not to put her trash out in
bagsNo credit to be givenWe have no reports as of today June 1, of any missed trash

I signed up for Evergreen trash service during one of their door-to-door sales campaignsOther neighbors signed up for their service that same dayMy wife watched as a truck came down the street distributing trash binsIt appeared that I was the only new customer on *** Rd not to receive a binHowever, the main focus here is our full refundEvergreen has said in writing that they have refunded our moneyTo date (07/01/2014) I have not received this refundEven if it were sent by paper airplane, it should have been here by nowI have read several reviews online complaining about Evergreen not refunding moneyIt looks like I am but their latest victim
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

We have reviewed this locationThe customer was using the wrong day's for serviceTrash is to be collected on Wednesday & Saturday, and needs to be curbside the night before collectionAll reported missed services are dispatched to be collected within hours of the reported
miss. Customer service was only informed of missed service in We did send a truck to collect that missed trashNo credit is given if we send a truck to collect any reported missed trashThe customer requested to close the account on 03/20/The services charges were adjusted to issue a pro-rated refund of the billing quarterThe customer was not charged $sanitation fee

We only schedule to remove cans when we have been able to confirm the piwith the customerWe have scheduled to remove the can Wednesday 05/24/The customer has not called the office to confirm this pick-upWe only have confirmation on this response

We apologizeWe have spoken to that team memberShe should not have been approachedShe will not be bother by us again

Our company is not based out of Manassas VirginiaAll of our trucks & equipment are parked and stored in Waldorf MarylandThe owner of our company is a full time resident of Charles County MarylandIt came to our attention when we did some service route changes, that the *** residence
had been routed on a incorrect day for collectionWe have corrected the error internally and notified *** *** of the correct day service is to be providedWe have also reached out to her neighbor's to be sure they are aware of the changeOur field managers will continue to monitor her location and all others in her immediate are to ensure collection is being made correctly

The driver has been replaced on this routeWe are sorry for any inconvenience this has causedWe will continue to monitor this route

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because: The can was on the curb for weeks and still no pickup. Even if there weren't a voicemail, they have notified me by mail for any and all other reasons, as well as by email (when a complaint was made prior to 2017). My account was cancelled Feb and I am searching and will contact the billing office of last payment (months advance in billing) details to determine balance, if there is a balance or overdue payment. Trash bin will once again be placed on the curb May 22nd for removalThank you
***
*** ***