Evergreen Disposal Inc

This customer live on [redacted]. This is a very long road that crosses over several service areas. She is at the split of two service routes. We have corrected the routing and she should no longer have any issue with pick up.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I have no record of any calls from this company on my telephone log. Check call log online and caller id. The contactby mail is the regular statement. No mail related to reminding the customer the bill is past due befor showing up there house.There is no record of me calling because calling this company customer services is not usually a pleasant experience just like the reply to my complaint. Again I work nights and someone showing up to my home at 11am...12pm is like someone showing up to your house at 11pm...12am on a work night. Also I know i'm not in the bible belt any more but since when has became all right to come people homes on a Sunday?

This customer did sign a 1 year service agreement. The service agreement provides rate protection for 1 year. Evergreen Disposal does not have E-Billing, or E-Notifications'. We also do not have an Email address for this customer. A letter was sent to him via regular mail to inform him that the day...

of trash collection was changing. We did have to change the day services are provided in this area to accommodate the customer growth. Trash collection starts at 5AM Monday - Saturday, and trucks can run routes as late as 6-7PM. We cannot gauge from one day to the next what trash volume will be. Trash volume can change the time service is collected, as well as traffic and weather can change the course of our service routes.

I have been using Evergreen Disposal for a while and until now have been happy. My pick up is every Monday. Last week, I had the can out and my trash was not picked up. I called and it was rectified the next day. This week, same thing. They did not pick up my trash, but picked up my neighbor's trash. I called the next day and let them know. They said the trash would be picked up that day. I have now called for the last three days with the same answer. It will be today. I called again today and now they are not taking my calls. I asked in two of these calls if anything was wrong from my end or with my account and they assured me there was not. I do not like paying for a service I am not receiving. I also do not like to be lied to and given the runaround by a business that continues to bill me.

Review: On 08/29/2013 I called Evergreen to cancel my service on 09/30/2013. I was moving from the home and no longer required service at the location. I was informed that there would be a $20 cancelation fee. On 09/29/2013 I put the trash can and additional trash at the curb for pick on 09/30/2013. When I returned to the location on the evening of 09/30/2013, the Evergreen trash can had been removed from the premises, but none of the additional trash that was sitting next to the trash can had been removed. I was there with the landlord's representative and I assured him that I would call the trash company in the morning and have them come remove the trash.

On 10/01/2013 I called Evergreen and spoke with a lady about the trash that was left at the residence. After a brief discussion, she told me she would dispatch a truck to the residence to remove the trash. Before the called concluded, I ask for her name which she said was [redacted]. I then asked for her last name and she declined to give it to me. I asked her why I couldn't have her last name and she said because she didn't want to give me her last name. She became rude and hung up the phone on me. I called back 3 or 4 times and she would pick up the phone then hang up without saying anything. I kept calling and when she would pick up I said [redacted] stop playing on the phone. Finally she answered and I told her that I wanted to speak with someone else because I didn't want to deal with her anymore. She said she was the only person in the office and she would have the general manager call me tomorrow when he get in the office. I asked for his name and she said **. [redacted]. I asked for his first name and she said [redacted] (side note: she didn't have a problem with giving me his full name so why did she have a problem with giving me her full name).

I went to the location again on the evening of 10/01/2013 and the trash still had not been removed.

On 10/02/2013

11:35am - I called **. [redacted] and I was informed by [redacted] that he was on another call and would call me back.

2:33pm - **. [redacted] hadn't called me back yet so I called him again. He was available at this time so I was able to speak with him. I explained to him about the trash not being removed and about [redacted]'s rude behavior. He said he would find out where the closest truck was and have them go by the location and remove the trash today, but certainly no later than tomorrow. I asked him to call me back once he was able to determine when the trash would be picked up. I also explained that the landlords representative has been calling me to find out when the trash was going to be picked up. He said if he has to, he would have the trash removed and it would be deducted from my security deposit. **. [redacted] said I could have the landlords rep. call him if necessary.

I went by the location again on the evening of 10/02/2013 and the trash still had not been removed.

On 10/03/2013

I called Evergreen again and asked to speak with **. [redacted]. [redacted] informed me that he was in the office. I told her the trash at the location was still there and no one picked it up. She said today was a scheduled pick up day in my area so it will be removed today. She said she was sending a message to the general manager and the supervisor in the area, as we speak, to make sure it gets picked up today.

I went by the location yet again on the evening of 10/03/2013 and the trash was still there.

10/04/2013

8:57am, I called Evergreen and **. [redacted] answered the phone. I told him who I was and asked him why the trash wasn't picked up. His response was, "Oh they didn't get by there and pick that up?" (his response really spoke volumes as to the care and concern he had for my complaint). He said he would contact the supervisor and get him on it. I told **. [redacted] that I didn't have any confidence in what he was telling me because he told me two days ago that the trash would be removed and I asked him to call me back when it was scheduled and he never did. I asked him who else I could talk to over top of him and he said that he was the highest point of contact. I said **. [redacted] I know there's someone over your head in the business. I said I will research the internet and find out who it is since he didn't want to tell me.

2:18pm, I called Evergreen again and spoke with [redacted]. I told her I was calling to find out if the trash has been picked up at the location yet? She asked me to hold. About half a minute later she came back to the phone, but asked me to hold again. When she came back on the line she said she was waiting for a response from the field manager and she should have a response for me in 5 - 10 minutes.Desired Settlement: I want all of the trash removed from the front curb of the location immediatly. Also, I would like for them to remove the $20 cancellation fee from my final bill. After all this terrible service, phone calls and traveling to the location to see if the trash has been removed, I don't feel I should have to pay them another dime. Once the $20 fee has been removed, then I won't owe them anything else and we can conclude our business.

Business

Response:

I am very confused by this compliant. We have two accounts for a [redacted].

Account # [redacted] for location: [redacted] Md. [redacted], is an active account. Service at this location had been suspended for non-payment, with an outstanding balance of $233.00. A payment of $100.00 cash was collected in the field, by our Collections Manger [redacted] On September 25, 013. Her $52.00 balance was paid with a credit card on October 1, 2013. After the balance was paid the service to this location was restored, and her trash can was scheduled to be delivered back to the home on October 3, 2013. Trash collection resumed the following Monday October 7, 2013. This location is still active for service.

Account # [redacted] is for location: [redacted], MD. [redacted]. This account was scheduled to be closed on 09/30/2013. The customer had put a large amount of trash out for pick up on Monday September 30, 2013. A work order is required for special pick up, of large items or large abnormal amounts of trash for pick up. Special pick up service is only provided on Thursdays in **. [redacted]'s neighborhood. She had not scheduled this service. When she called in on October 1, 2013. To ask why not all of her trash was picked up we explained our Special Bulk Items pick up policy, and told her these things could be picked up on Thursday October 3, 2013. More trash than had been indicated was out for pick up, and we were not able to take everything on October 3rd. We had sent a truck back the following morning to collect the remaining trash.

I have checked all out going email logs. We never had a call in,or complaint on service at Hamlin Rd. The service issue we had was for the [redacted] location. All trash has been picked up form both locations as of 10/04/2013.

Thank you,

Review: On January 24, 2013, I cancelled the services of Evergreen Disposal Services (then [redacted]) by phone call and voice mail and email. [redacted] from [redacted] sent back "was their a reason you were looking to cancel." I had spoken with one representative and told them price and service were the reasons for my cancelling their services. I was told they would be picking up their receptacle.

I sent the following email on 3/28/13:

"I cancelled our service as of 1/31/13 because of the price and reliability the other company offered. Your trash container has not been picked up yet (3/28/13). Thank you.

[redacted]"

To date, the container has not been picked up by Evergreen, nor has there been trash pickup made by Evergreen/[redacted] at my address since the end of January. Today, I received a bill from Evergreen with a prior balance, new balance and late charge totaling 160.00 for services I had cancelled in January.Desired Settlement: I want the container picked up within the next week and the Account Balance including the late charge cancelled.

Business

Response:

Evergreen Disposal took over services for [redacted] customers 02/01/2013. All customer history information was transfered to Evergreen 01/10/2013. As of 04/23/2013, Evergreen Disposal has no record of [redacted] contacting us to stop service or collect the trash container. The container has been scheduled to be picked up 04/24/2013. I have called and left a message regaurding pick up at # [redacted]. All charges have been removed, the account balance is 0.

Thank you,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Christine from Evergreen Trash called this morning (4/22/13) and the issues have been resolved. Thank you.

Regards,

Review: The Evergreen Disposal System truck backed down the street on to private property and destroyed our landscaping. The truck was stuck in the landscape beds and needed a tow truck in order to be removed. He destroyed the beds. We have pictures. We were promised by the driver (we notified the company while the truck was stuck in the beds) that he would personally come and repair the damages and replace the topsoil, mulch and the bushes. He didn't and after listening to all his excuses we were then promised by Evergreen Management that a check would be in the mail for the $300.00 our landscaper quoted to fix the landscaping. The check, of course - never arrived.Desired Settlement: Send us a check for the money ($300.00) it is going to cost to fix the landscaping and keep you, your employees, your salespeople and especially your trucks off my private property.

Business

Response:

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

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I started using Evergreen Disposal on September 10, 2014. Every week the company has to be called to remind them to pick up the trash. The trash container is always put down by the curb a day ahead of the scheduled pick up date. The company will pick up the trash a day later, but only after they are called. I don't understand after six weeks of calling the company to notify the trash needs to be picked up that this is allowed to continue. A week ago I asked for a manager to call me back, which did not happen.Desired Settlement: I would like explained to me how this failure in customer service and the company's disposal service has continued. I need a statement that this failure of service will stop and the Evergreen Disposal service of picking up trash will occur on the scheduled date without the need of calling every week to remind them to pick up the trash.

Business

Response:

This customer live on [redacted]. This is a very long road that crosses over several service areas. She is at the split of two service routes. We have corrected the routing and she should no longer have any issue with pick up.

Consumer

Response:

[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.]

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,

Review: Me and my wife signed up for trash removal service with Evergreen Disposal on 5/26/2014, the same day as our neighbors across the street. Our neighbors have received a trash bin and have had their service started and we haven't even received a bin. My wife called their office and spoke to the office manager. The manager was extremely rude and said that she would call her back. That call never came. This morning, my wife called again to complain that we have not received a trash bin and again, the office manager was extremely rude. My wife asked for a full refund for the quarter ($60). I have a feeling that we will not see this refund based on the level of service so far.Desired Settlement: I would like to end our contract with this company and receive a full refund for our payment for the quarter ($60).

Business

Response:

**. [redacted] signed up for service on 05/28/14. He signed up for his service to start 07/01/2014. His neighbor across the street did sign up for service the same day but they chose to have their service as an ASAP start, and service to begin on 06/01/2014. The refund is being issued back to them today.

Consumer

Response:

I signed up for Evergreen trash service during one of their door-to-door sales campaigns. Other neighbors signed up for their service that same day. My wife watched as a truck came down the street distributing trash bins. It appeared that I was the only new customer on [redacted] Rd not to receive a bin.However, the main focus here is our full refund. Evergreen has said in writing that they have refunded our money. To date (07/01/2014) I have not received this refund. Even if it were sent by paper airplane, it should have been here by now.

Review: Company bills quarterly for services they have not delivered. Scheduled pick up days occasionally fall on holidays, i.e., Christmas, New Years, etc. When this occurs, there is no reschedule of pick up, hence..company expects clients to pay for a service they are not receiving. Company trucks have also been noticed towed away from my neighborhood on day of pickup..hence again I am charged for a service I am not receiving. Trucks have also been noticed being towed around town on 12/23 as well as 2 other times this past Nov. On this last scheduled pick up day, Jan 4th, driver slowed down at residence, saw there was a vehicle being towed across the street, as well as seeing my husband at curb with garbage receptacle, and again still did not stop. He called the company the next business day about this as well as being billed ahead for services we are not receiving, and being charged late charges for those months being billed. Office clerk could offer nothing to resolve the missed pick up days and well as rescinding the $30 in late charges. We have already paid for the services through February 2014 and wish to cancel our service and credit of $30 applied to our account.Desired Settlement: Receive a revised statement showing adjustment of $30 credit and indication that service will be cancelled effective March 1, 2014.

Business

Response:

On October 10, 2012 [redacted] & [redacted] met with and signed a one year residential service agreement with our sales rep [redacted]. Service was to begin 12/01/2012. A trash can had been scheduled to be delivered on 10/25/2012. We did not make the can delivery on this day. Because we did not deliver the can before 12/01/202 we gave the customer a $20.00 credit for our mistake. The can was delivered on 12/04/12. The residential agreement signed by [redacted] states they understand that the billing cycle is quarterly. Payment is due in full when you open an account, and on the 15th of the month every 3 months there after. **. & [redacted]. [redacted] did not always pay the invoice amount in full by the due date. When payment is not received in full by the due date a $10.00 late fee is applied to the account, per billing cycle, after the 5 day grace period is up. Since they have become a customer we have received 2 reports for missed pick up's from this customer.

1.) Customer reported on 12/06/12 that service was missed on 12/05/2012.

On Thu 12/6/2012 1:46 PM the following email was sent to the field manager:

[redacted] – IN THE [redacted] AREA

SERVICE STARTED 12/01/12, TRASH HAS BEEN OUT ALL NIGHT, GPS

SAYS WE PASSED HIS HOME AT 10:45 AM, NEED TO PICK UP TODAY. WILL BE ON

EXCEPTIONS LIST NOW TILL 01/01/13.

The missed picked up was collected on 01/06/2012

2.) Customer reported on 01/06/2013 that service was missed on 12/04/2013.

On Mon 1/6/2014 9:07 AM the following email was sent to the field manager:

[redacted] AREA

[redacted] DRIVER [redacted]

STATES HE WAS OUTSIDE AND WATCHED THE TRUCK GO RIGHT PAST

HIM ON Saturday ABOUT 11AM, WANTS PICK UP TODAY.

The missed pick up was collected on 01/06/2013.

The service agreement expired 11/30/2013, the customer can cancel without penalty at any time. The service cancelation policy is outlined on the back of the service agreement they signed as well as the backside of all quarterly invoices mailed out. We do charge a $20.00 can recondition charge when the account closes. This is outlined in our cancelation policy. At this time the account has $30.00 past due balance for payment not made in full by 12/15/2013. We have not heard from this customer to close the account. When service discontinues we need to schedule collection of our trash can, as it is only on the loan to the customer while having an active account with Evergreen.

I am enclosing a copy of the payment history so you can see when and why late fee may have been charge to the account. If the customer is ready to stop service they need to call the office and schedule to have the can picked up.

Review: After several years of billing issues and trash collection issues we finally fired this company. We had a credit of over $30 which is supposed to be returned to us. We have heard the check is in the mail several times. Still no refund. This company has serious accounting issues.Desired Settlement: I want my money back. Preferably in cash as I do not trust this companies accounting

Business

Response:

Check# [redacted] for $32.40 was mailed out on 07/10/13. It has not been returned to our office. **. [redacted] has not called us to let us know he did not get the payment yet. If we could please give the mail another day or two. If He does not have the check by 07/29/13. I will be more than happy to issue a replacement check.

Thank you,

Review: I have contracted with Evergreen to pick up my Trash. This pick up is supposed to occur twice weekly (Tuesdays and Fridays) This previous Friday, I called them, as my trash had not been picked up. I was told by "[redacted]" at ([redacted]) [redacted], that she would refer the issue to the "Field Service Manager" and someone would be out to pick up the trash.

That has not happened, I have called multiple times and have gotten the same answer without any true resolution to my complaint.

They have failed to provide the service that I have paid them for.Desired Settlement: I am searching for a replacement provider, so they can take their can close my account upon the next billing cycle, as I will not be paying a dime to them for anything else especially their $20.00 re-conditioning fee for the trash can. .

Business

Response:

[redacted] called in to report his trash was missed on 04/25/14. At that time we placed a flag on the account for the filed manager to watch his pick up's till 05/31/14. We have no other record of him calling in to report any other missed pick up's. At this time he has not informed the office that he wants his account closed. If he still wants to close his account he will need to call the office to schedule collection of his evergreen trash bin.