Re: [redacted] The customer moved to his new address in September He had one of our cans and he also used a personal can which is allowedHis new address is on a busy road near a curveOur trucks are automated where an arm on the truck picks up our can but personal cans have to be manually emptied by the driverOur driver did not feel safe getting out of the truck due to the curve in the road right before the stopWe discussed this with the customer and offered to supply him with another one of our cans at no additional charge for him to use instead of the personal canHe agreed On Friday, November 10, there was a sub on the route and the customer was missedHe called in and we scheduled someone to come back for it the next business dayHe had out the cans that we provide and the personal canOur driver, his driver, emptied the Hometown cans but left the personal canThe customer called in upset and I explained the safety issue againHe informed me that he thought our driver had something against himI said no, it was just a safety issue and to please not use the personal can as we would not empty itHe said if we weren’t going to empty it he would go find another service providerI said that might be the best solution The customer in his complaint claims that the driver didn’t want to do his jobThat is not trueThe driver wants to do his job but in a safe mannerWe provided another can to use that the truck could pick up in lieu of the personal canWe won’t empty the personal canThe customer insists on using the personal canI didn’t see any solution going forward so it was agreed for the customer to find service elsewhereThe customer also states in his complaint that he wants to speak with a managerI was the one who spoke to him so he has spoken with a manager I am sorry that the customer is upset about the personal canWe always try to make our customers happy but I cannot do so at the expense of keeping our drivers safe
January 20, 2017Re: [redacted] Ms [redacted] called in inquiring about a contracted rate being sold by a door to door salespersonThat campaign had ended and we don’t normally offer the special rate after a sales campaign has endedMs [redacted] implied in her letter that we had intentionally not offered the special rate to herI don’t know the exact circumstances since I wasn’t there but it could have simply been that she wasn’t home when the salesperson came throughWhile Ms [redacted] was on the phone with one of our representatives, her husband emailed me and inquired about the special rateI agreed that if he signed a contract, he could have the discounted rateIn the desired outcome section, Ms [redacted] wanted the special rateThat rate was offered to her husband before the complaint letter came inSincerely, [redacted] ***VP – AdminHometown Hauling Company Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] We have agreed on the quarterly rate, guaranteed for year, after that 5% each year, $cancellation fee1-gallon tote can, no fuel surcharges, no environmental fees, no insurance fee'sI was told about $referral Signed paperworkLooking forward to doing business with Hometown Hauling [redacted] and [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have Survalence Cameras, which I informed the Manager I spoke to about, that all capture the front area of the property including where the garbage cans are locatedI told her that I could PROVE that the cans were put out, by providing the footage of the cans being put out the night before scheduled pickup and the cans sitting out all day, WHILE the garbage truck drove right by them failing to stop and pick them upWe have been a customer of this company's services for over a year and have NEVER had a incident until nowWe know the rules and agreed to them and have never had to call in and complain before this incidentI would not have a complaint if it was NOT for our loaction having COLOR VIDEO FOOTAGE of the truck driving right by the cans and NOT stopping to retreve them Regards, [redacted] ***
August 10, 2016Re: [redacted] The customer was sent a bill for $due April 1, for services for April, May, and June On April 19, 2016, a reminder letter was mailed to let the customer know that the invoice was still outstandingOn May 5, an email was sent to the email we had on file for the customer, letting them know that a payment had still not been received and it one wasn’t received by that Friday, service for Monday would be suspended and any cans would be removedOn Monday, May 9, 2016, the can was removed for non-paymentOn Tuesday, May 10, 2016, the customer called in upset that the can had been removed and cancelled the accountHometown Hauling cancelled the account and adjusted the account for the cancellationA bill was sent out due June 1, for $38.00: $for service from April – May 9, 2016, $late fee, and $for the nonpayment can removalWhen that bill went unpaid, we assessed another $late fee and a $collections fee and turned it over to collections (the bill originally due in April was now days past due)The $adjusted bill plus the additional $makes up the $that was sent to collectionsThe bill for the $was also sent to the customer.I explained this to the customer when she called on August 2, The customer states in her complaint that I hung up the phone on herThat is not trueIn my notes, I recorded that as I was explaining the charges on her account, the line went deadI assumed she was angry and hung up on meHer account has been adjusted for services she did not receive due to her cancellation and she has received bills reflecting this adjusted balanceOnce payment is received, we will notify the collections agency that the account is paid in full [redacted] ***VP – AdminHometown Hauling Company, Inc
*** [redacted] Hometown Hauling has a weekly limit on the amount of trash we will takeOur limit is the Hometown Hauling can that we provide and personal gallon cans or bagsThe customer was way over the limit both weeksThe limit is gone over on the phone when the customer signs up and is also in the welcome letter that we send out to new customersWe took over the limit both weeks but were not able to take all of her trash due to the excessive amountWe normally do not refund within the first three months to cover the cost of delivering and removing a can, but in this instance, I will make an exceptionIf the customer would please have the can at the street on Wednesday February 10, 2016, we will remove the canOnce we have the can, I will process her refund
First, I apologize that the customer had a negative experience with our companyThere appears to have been a miscommunication as to whether the customer was cancelling or notHowever, since the customer now is requesting a refund and also called inquiring about the refund, we will assume that the customer now wants the account cancelledI have reviewed the complaint letter and also the notes on the accountWe always refund any service paid but not deliveredThe yard waste service has ended but since there was a yard waste problem near the end of the season, I am going to authorize a refund of one month of yard waste to compensate for the missed pick upI was not able to talk with the customer the week the complaint came in as I was out of town for the holidayI was not aware that the customer wanted a call back or I would have done soOnce again I apologize for the negative experience and for the missed yard waste pick upAll refunds due to the customer will go out within the weekSincerely, [redacted] VP – Admin Hometown Hauling
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***I called and advised the last week of June and no longer was service necessary [redacted] died 2/24/17, the house was cleaned out mid June and explained the circumstancesAs a clerical error occurred apparently I'm sorryI am not responsible for my [redacted] 's bills The estate closed, there were no funds remaining
The customer began service with us on August 11, When the driver got to the address, he called into the office and reported an excessive amount of trashOur weekly limit, which is on our welcome letter and website, is our gallon can and bags or personal gallon cansWe will also take one large item a month at no chargeThe driver emptied our can, a personal can, and took some of the bagsThe driver reports that there was enough trash out to fill a dumpsterWe called the customer to let them know the situation but had to leave a messageThe customer called the office later upset that we hadn’t taken all of the garbageHe chose to cancel the serviceWe have a three months of service minimum, which is also stated on our welcome letter and websiteThis was explained to the customer and he was told there would be no refund.The customer could have kept the service for the remainder of the three months or he could have paid extra to have the extra trash removedHe chose to cancel the service.If this had been a service issue, such as we kept missing the customer, I would reconsider the policy and probably issue a refundHowever, this is a case of a customer wanting us to pick up an excessive amount of trash but not paying anything extra for the serviceThe three month minimum is to offset the cost to us of delivering a garbage can and then having to remove the canAny customer, who cancels their service with us after months, is refunded for any service not usedSincerely, [redacted] ***
Re: [redacted] The customer became a Hometown Hauling customer in October due to the purchase of Dixie SanitationShe has not had a rate increase that entire time even though she went from one can service to two can service in Any agreement that was made in for the second can was not intended to last into perpetuityOur current sign up rate for one can is $and for two cans is $every three monthsAfter a review of the customer’s account, a rate increase to $was made which is well below the can rate of $When the customer called in and wanted her old rate back, we let her know that we would only be able to empty one can at that rateShe decided to cancel the serviceWe have cancelled the service and removed both cans
[redacted] The issue has been resolved they replaced the other trash canister with a clean one, thank you
Re: [redacted] The customer moved to his new address in September He had one of our cans and he also used a personal can which is allowedHis new address is on a busy road near a curveOur trucks are automated where an arm on the truck picks up our can but personal cans have to be manually emptied by the driverOur driver did not feel safe getting out of the truck due to the curve in the road right before the stopWe discussed this with the customer and offered to supply him with another one of our cans at no additional charge for him to use instead of the personal canHe agreed On Friday, November 10, there was a sub on the route and the customer was missedHe called in and we scheduled someone to come back for it the next business dayHe had out the cans that we provide and the personal canOur driver, his driver, emptied the Hometown cans but left the personal canThe customer called in upset and I explained the safety issue againHe informed me that he thought our driver had something against himI said no, it was just a safety issue and to please not use the personal can as we would not empty itHe said if we weren’t going to empty it he would go find another service providerI said that might be the best solution The customer in his complaint claims that the driver didn’t want to do his jobThat is not trueThe driver wants to do his job but in a safe mannerWe provided another can to use that the truck could pick up in lieu of the personal canWe won’t empty the personal canThe customer insists on using the personal canI didn’t see any solution going forward so it was agreed for the customer to find service elsewhereThe customer also states in his complaint that he wants to speak with a managerI was the one who spoke to him so he has spoken with a manager I am sorry that the customer is upset about the personal canWe always try to make our customers happy but I cannot do so at the expense of keeping our drivers safe
January 20, 2017Re: [redacted] Ms [redacted] called in inquiring about a contracted rate being sold by a door to door salespersonThat campaign had ended and we don’t normally offer the special rate after a sales campaign has endedMs [redacted] implied in her letter that we had intentionally not offered the special rate to herI don’t know the exact circumstances since I wasn’t there but it could have simply been that she wasn’t home when the salesperson came throughWhile Ms [redacted] was on the phone with one of our representatives, her husband emailed me and inquired about the special rateI agreed that if he signed a contract, he could have the discounted rateIn the desired outcome section, Ms [redacted] wanted the special rateThat rate was offered to her husband before the complaint letter came inSincerely, [redacted] ***VP – AdminHometown Hauling Company Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] We have agreed on the quarterly rate, guaranteed for year, after that 5% each year, $cancellation fee1-gallon tote can, no fuel surcharges, no environmental fees, no insurance fee'sI was told about $referral Signed paperworkLooking forward to doing business with Hometown Hauling [redacted] and [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have Survalence Cameras, which I informed the Manager I spoke to about, that all capture the front area of the property including where the garbage cans are locatedI told her that I could PROVE that the cans were put out, by providing the footage of the cans being put out the night before scheduled pickup and the cans sitting out all day, WHILE the garbage truck drove right by them failing to stop and pick them upWe have been a customer of this company's services for over a year and have NEVER had a incident until nowWe know the rules and agreed to them and have never had to call in and complain before this incidentI would not have a complaint if it was NOT for our loaction having COLOR VIDEO FOOTAGE of the truck driving right by the cans and NOT stopping to retreve them Regards, [redacted] ***
August 10, 2016Re: [redacted] The customer was sent a bill for $due April 1, for services for April, May, and June On April 19, 2016, a reminder letter was mailed to let the customer know that the invoice was still outstandingOn May 5, an email was sent to the email we had on file for the customer, letting them know that a payment had still not been received and it one wasn’t received by that Friday, service for Monday would be suspended and any cans would be removedOn Monday, May 9, 2016, the can was removed for non-paymentOn Tuesday, May 10, 2016, the customer called in upset that the can had been removed and cancelled the accountHometown Hauling cancelled the account and adjusted the account for the cancellationA bill was sent out due June 1, for $38.00: $for service from April – May 9, 2016, $late fee, and $for the nonpayment can removalWhen that bill went unpaid, we assessed another $late fee and a $collections fee and turned it over to collections (the bill originally due in April was now days past due)The $adjusted bill plus the additional $makes up the $that was sent to collectionsThe bill for the $was also sent to the customer.I explained this to the customer when she called on August 2, The customer states in her complaint that I hung up the phone on herThat is not trueIn my notes, I recorded that as I was explaining the charges on her account, the line went deadI assumed she was angry and hung up on meHer account has been adjusted for services she did not receive due to her cancellation and she has received bills reflecting this adjusted balanceOnce payment is received, we will notify the collections agency that the account is paid in full [redacted] ***VP – AdminHometown Hauling Company, Inc
*** [redacted] Hometown Hauling has a weekly limit on the amount of trash we will takeOur limit is the Hometown Hauling can that we provide and personal gallon cans or bagsThe customer was way over the limit both weeksThe limit is gone over on the phone when the customer signs up and is also in the welcome letter that we send out to new customersWe took over the limit both weeks but were not able to take all of her trash due to the excessive amountWe normally do not refund within the first three months to cover the cost of delivering and removing a can, but in this instance, I will make an exceptionIf the customer would please have the can at the street on Wednesday February 10, 2016, we will remove the canOnce we have the can, I will process her refund
First, I apologize that the customer had a negative experience with our companyThere appears to have been a miscommunication as to whether the customer was cancelling or notHowever, since the customer now is requesting a refund and also called inquiring about the refund, we will assume that the customer now wants the account cancelledI have reviewed the complaint letter and also the notes on the accountWe always refund any service paid but not deliveredThe yard waste service has ended but since there was a yard waste problem near the end of the season, I am going to authorize a refund of one month of yard waste to compensate for the missed pick upI was not able to talk with the customer the week the complaint came in as I was out of town for the holidayI was not aware that the customer wanted a call back or I would have done soOnce again I apologize for the negative experience and for the missed yard waste pick upAll refunds due to the customer will go out within the weekSincerely, [redacted] VP – Admin Hometown Hauling
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***I called and advised the last week of June and no longer was service necessary [redacted] died 2/24/17, the house was cleaned out mid June and explained the circumstancesAs a clerical error occurred apparently I'm sorryI am not responsible for my [redacted] 's bills The estate closed, there were no funds remaining
The customer began service with us on August 11, When the driver got to the address, he called into the office and reported an excessive amount of trashOur weekly limit, which is on our welcome letter and website, is our gallon can and bags or personal gallon cansWe will also take one large item a month at no chargeThe driver emptied our can, a personal can, and took some of the bagsThe driver reports that there was enough trash out to fill a dumpsterWe called the customer to let them know the situation but had to leave a messageThe customer called the office later upset that we hadn’t taken all of the garbageHe chose to cancel the serviceWe have a three months of service minimum, which is also stated on our welcome letter and websiteThis was explained to the customer and he was told there would be no refund.The customer could have kept the service for the remainder of the three months or he could have paid extra to have the extra trash removedHe chose to cancel the service.If this had been a service issue, such as we kept missing the customer, I would reconsider the policy and probably issue a refundHowever, this is a case of a customer wanting us to pick up an excessive amount of trash but not paying anything extra for the serviceThe three month minimum is to offset the cost to us of delivering a garbage can and then having to remove the canAny customer, who cancels their service with us after months, is refunded for any service not usedSincerely, [redacted] ***
Re: [redacted] The customer became a Hometown Hauling customer in October due to the purchase of Dixie SanitationShe has not had a rate increase that entire time even though she went from one can service to two can service in Any agreement that was made in for the second can was not intended to last into perpetuityOur current sign up rate for one can is $and for two cans is $every three monthsAfter a review of the customer’s account, a rate increase to $was made which is well below the can rate of $When the customer called in and wanted her old rate back, we let her know that we would only be able to empty one can at that rateShe decided to cancel the serviceWe have cancelled the service and removed both cans