Grand Sanitation Service, Inc.

The customer was credited in the amount of $for the $2/mosince March In addition, the customer was waived of her payments for August and September
The previous manager handling this is no longer working hereThe current manager and the owner both called *** to discuss her concerns about customer service issues and get them resolved*** is continuing to remain a long time customer of Grand Sanitation

Customer had expressed to us that he was having service issues over the past several months. Our General Manager had gotten back to [redacted] regarding this and had not only fixed all of the service issues that the customer was having, but also credited him 1 month on...

his account (in the amount of $28.95) for the service/trouble, as well as providing the customer with one of our garbage bins at no additional charge. It is to our understanding that this issue has been completely resolved and the customer is now satisfied.

Business Response to a Complaint
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Complaint ID#:


[redacted]


Company Name:


Grand Sanitation


Company Contact:


[redacted]


Company Phone:


###-###-####


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:



Response:
7/17/2014 4:30:48 PM: Customer called and let us know that he would like to cancel effective immediately because he was switching his service over to another company who had offered him a lower rate. Customer's credit card was already debited via Auto-Pay on 7/16/14 in the amount of $63.90 for August & September services. Refunds were sent for processing. No further calls were received from the customer after 7/17. 7/24/2014: Check [redacted] was cut in the amount of $12 to refund [redacted] for the remainder of July. 7/28/2014: Check [redacted] was mailed out to [redacted] and [redacted] was contacted to reverse the most recent payment of $63.90 for 8/1-9/30.
Sent on: 7/30/2014 10:30:15 AM
Sent by: 71.172.136.162

Very bad customer service. I agreed with Grand Sanitation the last pickup date. Meanwhile, they cut my services one week early. Very unreliable for pickups. This company never notifies customers when the truck is running behind on schedule. I would not recommend this co. to anyone

Business Response to a Complaint
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Complaint ID#:


 


Company Name:


 


Staff Member:



Response:
Unfortunately [redacted] account continued to get billed because notice to cancel was never received. Per the NJ Customer Bill of Rights we require written notice of cancellation 7 days prior to the cancellation date. This account was sent to collections after several months of non-payment for the period of April & May. We also had not heard from [redacted] during this time, and did not receive a call regarding the balance until after this account was sent to collections. When [redacted] did call our office he could not provide any proof of cancellation in writing as required by our company, nor was there any record of any calls regarding cancellation of the account or moving (every call is logged). [redacted] was told by our office staff that we would look into the situation to see what we could do, but that we can not guarantee that the charges could be waived since he never notified us to cancel. The most recent discussion regarding this was only 1 week ago exactly on September 4th at 4:13 pm, and the phone call ended with [redacted] being very dissatisfied that we could not instantly resolve the situation. Upon investigation of this account luckily we did discover that we had another account at this same address where the resident signed up as of April 17th. Since we discovered that another person was living at this residence and was paying us for the trash pickup during this time, we will be waiving all of the charges [redacted] incurred since April 1st, which is the balance that was sent to collections and will result in a fully credited balance.
[redacted]
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards, [redacted]

[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 [redacted], and find that this resolution is satisfactory to me.   
Amanda contacted me by voicemail this morning and assured me the toter would be picked up today and she was true to her word.  Thank you Amanda!!!!
Regards,
[redacted]

have reviewed the account and I see that [redacted] is asking for money back for a non cash item, basically we credited her account and now she wants to redeem that as a refund. This customer was with us without an increase for 6 over...

years, we treat our customers fairly and wish to make all of them happy, however sometimes it seems impossible to do this. This check will go out in Monday's mail! Thank You,

Business Response to a Complaint
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Complaint ID#:


[redacted]


Company Name:


Grand Sanitation Service


Company Contact:


[redacted]


Company Phone:


[redacted]


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:



Response:
To whom it may concern, we never received any termination from this customer, according to NJ Law, we need 7 days written notice to discontinue service on any residential account, it is covered under the customer bill of rights that we send out to all customers at least once per year, here is the link to the law; [redacted] refer to section 2. Also, when the customer signed up they are told that to receive the free month, which [redacted] did receive, they need to stay on as a customer for one year. And finally, the pickup charge is for the large 96 gallon toter that we supply to each customer for their use while they are a customer. it appears that the toter is missing because the customer did not cancel in a timely manner. With all that said, I am willing to work with this customer to come to an amicable resolution. please help us work this out so neither party takes the brunt of the financial burden. Thanks, [redacted]President
Sent on: 8/24/2014 2:36:03 PM
Sent by: 70.126.154.112

Review: After having called for at least five times in August to have my trash collected, and hearing multiple excuses why Grand Sanitation could not collect my trash, the Owner agreed to refund a credit for my August billing. To my surprise, in mid-September, I was send a letter from Richard G[redacted], stating that Grand Sanitation would effective 21 September no longer provide trash collection services in my area. I called Grand Sanitation and was assured that the $26.95 credit would be issued back to my credit card and receive no future billing. On 19 October, my credit card was billed an additional $68.05 and no refund has been issued.Desired Settlement: I wish to have all monies in the amount of $95.00 refunded to my credit card or bank check for that amount to settle the amount Grand Sanitation owes me. I have documents - emails from Grand Sanitation, Letter from Richard G[redacted], and [redacted] and credit card statements to support my claims.

Business

Response:

The customer was credited $26.95 for October, but at the time a charge was also made for an unrecovered toter (garbage can). An attempt was made to remove our tote but the driver reported it not out. At this time we left a message for the customer to contact us regarding the can but did not hear back so a charge of $95 was made for the tote on his account. As soon as our tote is recovered we would be happy to promptly return the full amount that the customer has asked to be refunded to him. We can refund this amount directly back to his credit card the same day that our tote is recovered. We would like the customer to please reach out to us with a date of when he can leave it out and we will have someone come get it so this situation can be resolved.

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,

Great in the beginning but not so sure now. They missed my collection a few times and not showing urgency towards my complaint

Review: I contracted with grand sanitation to pick up the trash from my residence 2 times a week for the amount of 57.50 to be paid bimonthly. They always receive my payment on time and they cash my check.Since being with them for 7 months they have missed my pick up at least 12 time maybe more. I have to call them to tell them they missed my pick up again and always get the same responce.sorry we will get it the next pick up date. Last week the missed both days monday and thursday. I called them Thursday night and was passed around to 4 different people and was told they Would be there Friday. My trash is still sitting in front of my house for 7 days now.I do not have any more cans to put my trash in. I just can't understand how after 7 months they can't remember to pick up my trash.Desired Settlement: To do the job they are getting paid for,

Business

Response:

Customer had expressed to us that he was having service issues over the past several months. Our General Manager had gotten back to [redacted] regarding this and had not only fixed all of the service issues that the customer was having, but also credited him 1 month on his account (in the amount of $28.95) for the service/trouble, as well as providing the customer with one of our garbage bins at no additional charge. It is to our understanding that this issue has been completely resolved and the customer is now satisfied.

Review: I called the office when I received a rate increase even though [redacted] quoted me a lower rate. I was told he no longer worked there and they could not honor that rate.September 16 I mail them check #[redacted] for Aug. and Sept in the amount of 36.00 with their billing stub showing that amount. I noted on the payment stub and check that this was payment in full and to cancel my service Sept 30th.They then sent another bill for Oct and Nov. in the amount of 45.90. I called Oct 16th to say I canceled my service and was told they had no record of this. They put [redacted] on the phone and he proceeded to tell me he would continue to bill me.Desired Settlement: To cancel the bill sent for Oct. and Nov. in the amount of 45.90. cancel my service as I requested and stop billing me altogether. Attachment of proof to be e-mailed seperately

Business

Response:

[redacted] has a $0 balance on her account. Her bill was printed prior to receiving her payment/cancellation. It seems there was a misunderstanding, but she does not owe us any balance.

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: My original conversation with [redacted] at Grand Sanitation, was in response to a mass mailing regarding a billing change for customers with pickup service other than curb side. At that time he informed me that there would be no increase since my rate reflected the "higher side" of their billing scale and there would be no increase. My bi-monthly payment was $83.26. My next statement came for the billing period of 6/1-7/31/14 showing a breakout charge of $10.00 for garbage pickup at the side of my home. I called and again spoke with [redacted] on 5/21/14. We discussed the previous conversation and he advised me that I had been previously overcharged $2.00 per billing cycle since March of 2011, which was 17 cycles or $34.00. My new charge would be $59.90 for twice weekly curbside pickup. I told him that I would discuss this with my husband and call him back in the morning. I called on the 22nd and this time spoke with [redacted] as [redacted] was not available. There were no notes in my file and I had to review the entire story again. I explained that I would send a check for the new monthly bill minus the $34.00 credit that I was owed. I sent the check for $ 25.22 and on 6/18/14 I received another bill ( dated 6/16/14) for the balance of $34.00. I called and again spoke with [redacted] and he informed me that his manager had now decided there would be no credit but, the new monthly amount could stand. [redacted] further stated that they did not call me because they did not have a correct phone number for me. My phone number is listed and I have been living at the same address since 1979, 35 years. I have received yet another bill date 7/1/14 and as of today my garbage for this week has not been removed.Desired Settlement: I would like my garbage pick up immediately and my bill adjusted accordingly. If I have been over charged, regardless of the amount, this should have been graciously corrected and I should not have to chase after a licensed company to rectify their billing error.

Business

Response:

The customer was credited in the amount of $34.40 for the $2/mo. since March 2011. In addition, the customer was waived of her payments for August and September. The previous manager handling this is no longer working here. The current manager and the owner both called [redacted] to discuss her concerns about customer service issues and get them resolved. [redacted] is continuing to remain a long time customer of Grand Sanitation.

Review: Grand Sanitation has refused to pick up their garbage can as I am no longer a customer. In this high heat, the can though rinsed out is starting to smell after sitting almost two weeks near the street. I cancelled service end of June was promised that the can would be picked up by end of last week and it is still here. My neighbors who currently still have Grand Sanitation find this amusing!Desired Settlement: The company needs to remove their can !

Business

Response:

We sincerely apologize to [redacted] We will be retrieving the toter today.

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.

Amanda contacted me by voicemail this morning and assured me the toter would be picked up today and she was true to her word. Thank you Amanda!!!!

Regards,

Review: Trying to terminate a contract that was requested to start on 6/13/2015. Company will cancel the contract but is giving me the run around for my refund. hearing that they need permission of the owner and or that do no refund. per the customer bill of rights on the company site it states nothing about no refunds. I have been promised to be called back multiple times and have also disputed the charge with my Credit Card issuer.Desired Settlement: a full refund of the $179.50 for one full year contract of service.

Business

Response:

Customer requested to start service on 5/01. Customer paid for the year in full on 4/29 in the amount of $179.50. Customer called on 6/8 (after already having a trash receptacle of ours and getting service from us for a little over a month) and explained that he wanted to cancel his service, but wanted a full refund. That same day customer spoke to the General Manager and was told by the GM that he had to get the owner's approval for crediting back money for services already rendered. Owner was reached and an agreement was made to refund the full $179.50, which is already being processed and should reflect on customer's bank account shortly.

Review: In March'14, I was offered a price match for garbage collection service which resulted in a $4.13 credit balance on 4/1/14 (since I had already paid that quarter's bill). On the next bill sent in advance for the 6/1-8/31 quarter, I noticed that the price had gone back up. When I contacted the company, I was told that they cannot honor the price match any more, the person who agreed to it has left the company. Hence I canceled the service effective 6/1. I had already paid for service until 5/31/14.

During subsequent calls (resolving other billing errors), I was told that I would receive a check for the credit balance of $4.13 in my account. In July'14, when I called to check on the status, I was informed that the credit request has been sent, I will be getting a check. On 10/31/14 when I called to find out why I have not received the check, I heard that the discount is withdrawn since [redacted] the person who left was not supposed to authotize it. I explained that it was a credit discount for service which was already promised, issued, consumed and paid for. If I had paid a lesser amount (instead of the total bill), I wouldnt have to go through this trouble to get my money back. The rep I spoke to said she is going to check with management and let me know.

On 11/3/14, I called again and was put through to [redacted], the supervisor, who categorically stated that there will be NO refund issued.Desired Settlement: Previous bills issued by Grand Sanitation shows a credit balance of $4.13 since 4/1/14. I expect that amount to be refunded back to me.

Business

Response:

have reviewed the account and I see that [redacted] is asking for money back for a non cash item, basically we credited her account and now she wants to redeem that as a refund. This customer was with us without an increase for 6 over years, we treat our customers fairly and wish to make all of them happy, however sometimes it seems impossible to do this. This check will go out in Monday's mail! Thank You,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution of mailing a refund check is satisfactory, but don't agree with the comments made by the business.thanks,[redacted]

Review: Emailed Grand Sanit (Richard G[redacted], Mike C[redacted], Amanda [redacted] multiple times regarding the cancellation of my service. Since March service with Grand has been subpar. Numerous emails to prove the point. False promises made by Mr. G[redacted] to improve service including a reminder to be set on his phone for every Monday&Thurs to ensure garbage is picked up. Final straw was 6/29 to which I cancelled service after 4 months of no resolution. They have not replied to my request for them to pick up their garbage can or to my cancellation of service. Their ignoring it so they can stick me with a bill. I have all emails to prove the above for the Revdex.com. This needs to stop and they need to man up and pick up their garbage can. I've requested that I be notified so that I can place it at the curb so that they do not trespass on my property. Today's email was ignored again!!! They provide subpar service and expect customers to put up with it. 4 months is too much! They need to correct their records that my service ended June 30 and STOP billing me. They need to pick up their can. This is their responsibility. I am no longer a customer ! I believe it to be fraud for them to continue to ignore a customer so that they can continue billing them.Desired Settlement: They need to acknowledge that service was discontinued on their end as of June 30, STOP BILLING ME, and email me as to when their can will be picked up.

Business

Response:

We received [redacted] cancellation email on 6/26. We promptly responded to her email and she replied back once more letting us know when she would be ending her trash services. The account was cancelled at this time and [redacted] has not received any bills since then and has a zero balance through when she asked to be ended. A work order was made to remove her tote, but since her service ended less than a week ago and it was a holiday weekend the tote was not picked up yet, but will be gone by the end of this week. One of our employees, Yasmeen, tried to confirm [redacted] cancellation via telephone but [redacted] did not have her account number and became frustrated with our employee as she tried to pull up [redacted]'s account via her address, and she hung up on Yasmeen and proceeded to write the attached emails. Please find a copy of her account showing she has had a zero balance as well as was cancelled as of 6/30 per her request.Please find a copy attached of our emails where she emailed us cancelling and we responded immediately to her.

Consumer

Response:

Review: [redacted]

I am rejecting this response because in their response Grand Sanitation stated that the "tote" would be removed by this week. It's still here! I've attached a copy to this email of the can as it sits today. It has been out since 6/26 as he states is my cancellation date. The drivers stop by every Tuesday and Thursday and move the can from its location to look inside. Apparently they have not notified their drivers that we are no longer customers. It doesn't surprise me that Grand Sanitation would tell a tale just to satisfy the Revdex.com. It's never their fault! I knew their response had no merit as their service was evidence of that!!! Their response was a falsehood and not acceptable ! I am writing this as of 5:16 PM Friday, July 10, 2015 !!!! The "TOTE" is still here !

Regards,