Henson Trash Service

I am responding to the complaint submitted by [redacted] on 07/19/2016 with the assigned ID of [redacted].  I have carefully reviewed Mr. [redacted]'s complaint.  At the date of his complaint our office was open Monday - Thursday 8:30am - 2:30pm.  If he called outside of these hours...

or when I was assisting someone in the office during these hours, his call would go to the answering machine which told him the office hours and that I may be assisting someone at this time.  We would then respond to the calls on the answering machine when time was available.  As of 08/01/2016, we have hired a second person for the office and changed our office hours to 8:00am - 4:00pm.  This has stopped the calls from going to the answering machine during business hours.When a new customer signs up for service, we inform them that we bill two months at a time but they can pay the bill monthly by the 10th of each month.  If payment is not posted by the 10th of the month, a stop service is issued to the driver.  We have several options available for payment such as mailing the payment, dropping it off at our office which does have a drop box for 24/7 service, on-line payments, and auto-payments.  We, also, inform our customers that the trash needs to be set out the night before the pick-up day as our drivers start at 3:00am.  If the trash is not set out then the customer will not receive service until the next scheduled service day.  In Mr. [redacted]'s case, he has had a lot of difficulty paying this bill in a timely manner.  He signed up for service to start on 10/23/2015, he was billed for one pick-up in October and the two month billing cycle of November/December.  His service was stopped in the middle of November due to non-payment.  He called me on 12/14/2015 to explain his financial difficulties and promising if we helped him he would pay timely.  We waived one month of the billing and he paid for the one pick-up in October and one month of service restarting his service.  In January his service was stopped for non-payment and restarted in February when payment was received.  In March payment was not received until 03/21/2016 which was the last payment received until I talked with Mr. [redacted] on 07/21/2016.  On 07/21/2016, I talked with Mr. [redacted] who did not mention any issues with our service to him from the office or picking up his trash.  He said he was having a lot of financial problems but thought he was back on track and could I please restart his service.  He paid for the April past due service and one pick-up on 07/25/2016.  I billed him for the August service, again, stressing that payment needs to be received by the 10th of August.  It was after all of this that we received the complaint.  We have a very simple policy, pay your bill and we will pick-up your trash if is set out when the driver comes to your house.