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I am a representative from Fox Valley Iron Metal & Auto Salvage responding to ID # [redacted]. When I received notice of this incident I immediately contacted the employee in question to get his...

side of the story. I have attached a copy of his statement as well as a scanned copy of the pick-up request. You can see when you review it that my driver recorded the days and times that he had left Ms [redacted] a message trying to pick-up her vehicle. 
It is our company policy at all of our locations that we do not pay for other scrap metal when we pick-up salvage vehicles. Reasons being, there is no way for us to know the weight of the metal, and many times the drivers are picking up more than one vehicle so there would not be enough room on the truck for extra material. If there is room on the truck we will take the material as a free disposal. We let them know if they would like to get paid for the material they would need to bring it to us and have it weighed on our certified truck scale. I am not sure if there was a miscommunication between one of our employees and Ms. [redacted] or if it was a miscommunication between Ms. [redacted] and her husband. After reading through both statements it sounds like it may have been the later. I have spoken with all of our dispatchers (including our Wisconsin Rapids location) and they all seemed to be well versed in our company policy, as far as, only offering a free disposal for material being picked up with Salvage vehicles.
I sincerely apologize that Ms. [redacted] felt she received less than par customer service. That is once area we strive to do our best in. We value her and all the other customers we have and want to ensure they are all treated with the utmost respect. Unfortunately, I think in this situation it was a lack of communication between parties or a misunderstanding. I have informed all employees, especially those in a dispatch position that they need to make sure they are on the same page as the customer. I encouraged them to ask questions and encourage the customer to ask them questions if they are unclear about anything.
If you need any additional information please don't hesitate to ask. Thank you for the opportunity to respond on this matter. 
Thank you,
[redacted]
Associate Vice President

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Address: 3800 W. Mill Rd, Milwaukee, Wisconsin, United States, 53209-3052

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