Haulaway

Dear Haulaway Customer, I apologize that you have had a problem getting your waste and recycling picked up over the last few monthsI would like an opportunity to fix this issue for you once and for all but I will need a little more information to get that accomplishedI welcome you to either give me a call at the number below or of course you can answer this response with the information needed through the Revdex.comI would need to know your address to start the process and from there I can follow up with the driver and his manager to get the service in your area up to parIf you could include a name and phone number that would be great as well so I can contact you with any findings I see from your complaint that the recycle is marked “RECYCLE” with a post it note I believe so I would like to offer you some recycle stickers I can send out that are easily noticed by our driversIf I could also suggest putting your recycle on one side of the driveway and the trash on the other if you are not already doing that to help differentiate the twoOther than that it sounds like you are complying with all of the rules set forth so it will be up to us to ensure your service is finished completely each week from now onI will follow up on your service with the route supervisor once I have your address and any other information you provideIf there are any discrepancies that would cause an issue with picking up your waste and/or recycle I will contact you directly and let you know of the problem and a solutionOtherwise I will expect your waste and recycling to be removed completely each week with no further issues moving forwardThank you for your comments so we can continue to work towards bettering our customer service and communication with our customers Regards, Doug S [redacted] Assistant General Manger Haulaway Solid Waste 303-901-

Thank you for your calls and letter. I apologize for the service disruption to the rearload dumpster. We have route truck and backup trucks with the mechanism needed to pick up this specific style of container. Unfortunately, all trucks are down do to mechanical issues.
Until one or more trucks return to service, we ask each customer to bag as much of their trash as possible and place the bagged trash in front or to the side of the dumpster. On your regular service day, we will collect the bagged trash and, to the extent feasible, manually unload trash from the dumpster into the back of the truck. We do not want any of our customers to attempt to unload any trash from their dumpster. For each week that we are unable to service the dumpster, although we continue to manually collect the waste, we are issuing a credit for each week until the service is back in placeWe are working diligently to repair the equipment while at the same time giving our customers an outlet for their waste

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 I would also like to thank *** for her patience
Sincerely,
*** ***

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
Sincerely,
*** ***

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
Sincerely,
*** ***
Thank you for responding to meMy address is *** *** *** ** *** *** *** *** ***i would like to receive the recycling stickers so that can is clearly markedAnd I have been putting that cannon a different side.Last week everything was picked up correctly I think maybe just a reminder to the drivers to make sure they actually “look”to see if they are dumping recycling or garbage would be advisable, as well as making sure even if the trash is 1/full it still needs dumping. Thank you for taking care of this issue*** ***

The customer’s latest complaint states, “On Dec. 22, Haul Away said they would refund $24.00 for combining recycle and garbage together, not returning phone calls. "[redacted]" told me he would call when the recycle truck was picking up recycling. He did not follow through so I called and canceled the recycle pick up at this address. I received billing today and there is no refund on the bill. Again, Haul Away is not holding to our contracted agreement.” My December 22 response to her original complaint was, “Although we properly provided service to her on October 27 as well as December 9, I am willing to grant her a credit for 1 month of service of $24.27 as a result of my Operations Manager not calling her back on December 9.” The customer did not respond to the Revdex.com by December 29, 2016 to state whether she accepted my response or not. I stated that I was willing to issue a 1 month service credit of $24.27.  I interpreted her lack of response as not willing to accept the offer of 1 month credit, the other explanations that were provided nor call backs from [redacted].Also, in her latest complaint she further writes: “cancellation of recycle pick up service since they have combined trash and recycle three times”My original response, as follows, states that her first observation was correct but the second and third observations are not:“Her first encounter, which occurred in August 2016, where she stopped the driver and the driver commented “I messed up”, she is in fact correct.  The driver as well confirmed that to me.  The helper was from a temporary employment agency and lost focus that he was only picking up refuse and not recyclables.  The driver notified the Operations Manager and the Operations Manager retrained the temp employee.  For this error, the customers received a credit of $4.14 on August 18.I independently interviewed the waste driver and the recyclables driver for the Oct. 27 incident as well as the Dec. 9 incident.  Both individuals confirmed that they only picked up the materials that they were supposed to pick up.  Specifically, on December 9, the waste and the recyclables were picked up within 1 1/2 minutes of each other as both trucks were in the cul de sac at approximately the same time. As both the waste truck and the recyclables truck are each painted blue and the workers are similarly attired, it is easy to conclude that the same vehicle collected both materials."My original offer of the one month credit still stands if she is willing to accept the original December 22 response as well as this one.Further, I heartily invite the customer to explore options with other service providers in the area.

Dear Haulaway Customer,   I apologize that you have had a problem getting your waste and recycling picked up over the last few months. I would like an opportunity to fix this issue for you once and for all but I will need a little more information to get that accomplished. I welcome you to...

either give me a call at the number below or of course you can answer this response with the information needed through the Revdex.com. I would need to know your address to start the process and from there I can follow up with the driver and his manager to get the service in your area up to par. If you could include a name and phone number that would be great as well so I can contact you with any findings.   I see from your complaint that the recycle is marked “RECYCLE” with a post it note I believe so I would like to offer you some recycle stickers I can send out that are easily noticed by our drivers. If I could also suggest putting your recycle on one side of the driveway and the trash on the other if you are not already doing that to help differentiate the two. Other than that it sounds like you are complying with all of the rules set forth so it will be up to us to ensure your service is finished completely each week from now on. I will follow up on your service with the route supervisor once I have your address and any other information you provide. If there are any discrepancies that would cause an issue with picking up your waste and/or recycle I will contact you directly and let you know of the problem and a solution. Otherwise I will expect your waste and recycling to be removed completely each week with no further issues moving forward. Thank you for your comments so we can continue to work towards bettering our customer service and communication with our customers.   Regards,   Doug S[redacted] Assistant General Manger Haulaway Solid Waste 303-901-0211

I would like to thank the customer for her comments.  Her first encounter, which occurred in August 2016, where she stopped the driver and the driver commented “I messed up”, she is in fact correct.  The driver as well confirmed that to me.  The helper was from a temporary employment...

agency and lost focus that he was only picking up refuse and not recyclables.  The driver notified the Operations Manager and the Operations Manager retrained the temp employee.  For this error, the customers received a credit of $4.14 on August 18.   In the past, the truck picking up garbage had a red body.  The truck picking up recyclables had a blue body.  Due to certain routing changes in October, the truck picking up garbage now has a blue body.  The truck picking up recyclables continues to have a blue body.  I independently interviewed the waste driver and the recyclables driver for the Oct. 27 incident as well as the Dec. 9 incident. Both individuals confirmed that they only picked up the materials that they were supposed to pick up.  Specifically, on December 9, the waste and the recyclables were picked up within 1 1/2 minutes of each other as both trucks were in the cul de sac at approximately the same time. As both the waste truck and the recyclables truck are each painted blue and the workers are similarly attired, it is easy to conclude that the same vehicle collected both materials.  I do apologize that the customer was not contacted after the Dec. 9 incident.  [redacted] informed the Operations Manager of the customer’s comments.  To better document the drivers work, starting with the customer’s next service, each driver was instructed to call the Operations Manager immediately after servicing her stop.  After the first service takes place, the driver will notify the Operations Manager and the times that each driver services her containers will be notated in the customer’s account in our Customer Management System.  This information should have been communicated to the customer and that it was not, I apologize. The customer states that the disputed amount is $72.80.  The $72.80 amount is a quarterly charge for every week trash removal and every other week recyclables removal.  For the three-month period, there are 12 waste collections (4 per month x 3 months) and 6 recyclables collection (2 per month x 3 months) for a total of 18 collections (12 + 6).  The charge for each service is $4.04 ($72.80 / 18 services).  Had we not properly collected the recyclables on Oct. 27 and Dec. 9, the customer would be entitled to a credit of $8.08 (2 x $4.04).  As the customer states, she is a long term customer and a valued customer.  Although we properly provided service to her on October 27 as well as December 9, I am willing to grant her a credit for 1 month of service of $24.27 as a result of my Operations Manager not calling her back on December 9.