Interstate Waste Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: On 10/*/IWS Sales Rep [redacted] modified the price agreement to $plus some fee of $that was not explained, however the billing was more than the contract priceThe agreement with [redacted] and [redacted] (another [redacted] at IWS) was that the price would stay at that price and that was a verbal contract between our parties and part of the agreementShould they wish to discuss that we can meet in person at a mediators office Additionally I am told by employees (now that this has become a topic of conversation among them) at the facility that their truck damaged the side of the building and cracked the foundation when they were picking up the trash recentlyI did not know about that since I dont often look at the trash dumpster area but apparently IWS placed it next to the back wall of the buildingPerhaps that should be added to the complaint? IF IWS has a signed contract have them provide it to us, but it does not fully explain the agreement In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

In Oct 2013, Orange County raised the disposal rate in Orange County. IWS increased the location $20 to cover the increased disposal costs set forth by the County. Each time the customer contacted IWS his concerns were addressed. To address the claims of breech of... contract. Section 4 of the agreement addresses any increases in costs. In the winter of 2014, IWS performed weight audits on all of its locations. The sales representatives contacted each of our customers to discuss our findings. This customer was unresponsive to our phone calls and therefore, we sent a letter advising him of our findings. We received a letter dated May ** from our customer stating we are in breech of contract and claiming the weights were suspect. Please note, there has not been an increase in rate due to this audit at this location.

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 and the matter has been resolved They have agreed to reimburse me all funds that were owed to me and
to waive the cancellation fee Thank you for your support!
Sincerely,
*** ***

Dear Maria I received the complaint ID#***. After reviewing customers history and notes in the system, we found that customer was offered a discount once proper documentation is filled out. Customer never filled out documentation requested by our company. We will be happy to
work out a resolution with customer as long as proper documentation is completed. Feel free to have customer or yourself reach out to me directlythanks Sincerely, *** *** Options DME GM Direct Mobile #: *** office #: (219)324-Email: [email protected]

The business has responded Please see below:
Here is a copy of the correspondence to *** *** *** responded to this and I believe it has been resolved to his
satisfaction*** *** Thank you for your emailAfter reviewing your account, it looks like you signed up over the phone and two months payment was collectedOur general rule of thumb is when a customer signs up for service over the phone without an agreement, our customer service reps take this payment and communicate to the resident that this is a non-refundable depositI also understand that you learned after you signed up for our service that your street association did not approve the changeoverOur sales representative and customer service representatives were following our regular procedureThis situation has clearly upset youBecause the of your situation with the road association we will incur the cost to deliver and remove the containers that we provided to youWe will issue you a refundPlease expect this to arrive via check in the next daysHave a nice holiday seasonIf we can be of service to your road in the future, please don’t hesitate to contact us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

On 10/*/2014 IWS Sales Rep [redacted] modified the price agreement to $62.70 plus some fee of $5.02 that was not explained, however the billing was more than the contract price. The agreement with [redacted] and [redacted] (another [redacted] at IWS) was that the price would stay at that price and that was a verbal contract between our parties and part of the agreement. Should they wish to discuss that we can meet in person at a mediators office.
 
Additionally I am told by employees (now that this has become a topic of conversation among them) at the facility that their truck damaged the side of the building and cracked the foundation when they were picking up the trash recently. I did not know about that since I dont often look at the trash dumpster area but apparently IWS placed it next to the back wall of the building. Perhaps that should be added to the complaint?
 
IF IWS has a signed contract have them provide it to us, but it does not fully explain the agreement.
 

 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 and the matter has been resolved.Sincerely, [redacted]

In Oct 2013, Orange County raised the disposal rate in Orange County. IWS increased the location $20 to cover the increased disposal costs set forth by the County.
Each time the customer contacted IWS his concerns were addressed.
To address the claims of breech of...

contract. Section 4 of the agreement addresses any increases in costs.
In the winter of 2014, IWS performed weight audits on all of its locations. The sales representatives contacted each of our customers to discuss our findings. This customer was unresponsive to our phone calls and therefore, we sent a letter advising him of our findings. We received a letter dated May ** from our customer stating we are in breech of contract and claiming the weights were suspect. Please note, there has not been an increase in rate due to this audit at this location.

Review: IWS is refusing to refund me my initial monthly payment of $26.50, and is insisting I pay a $100 early cancellation fee because I cancelled their service 7 days in.

A young salesman came to our door on June [redacted], and persuaded us to switch garbage companies from our old company. He assured us that he could cancel our old company if we signed an "intent to cancel" card. He also stated that we would be able to have one bulk item a month picked up. I asked about what kind of item, specifically refrigerators (I have a small one that I need to dispose of). He assured me that that was no problem. He also said that the contract starts effective July [redacted], and that it's a two year commitment. We have 30 days to cancel from the start of the service, and we both laughed because "hey, it's garbage pickup right? what could go wrong?"

Lets find out :)

On July [redacted], I received a call from my former waste management company, saying that they received the intent to cancel card, and that it was not sufficient to cancel the contract. They also matched and sweetened the offer of IWS, and provided me with a few tidbits of information - one, that they don't in fact recycle their collected recycle; two, that they know that the cards they have people fill out aren't accepted; three, that they delay in mailing out these "intent to cancel" cards intentionally; four - NYS doesn't allow an early termination fee for waste management and collection.

My wife called IWS on July [redacted] and spoke with [redacted]. She asked the associate if the allegations were true, and if they would match the new offer the old company had proposed. [redacted] said he would have someone call her back. When we did not receive a call, my wife called back - this time on July [redacted]. She again spoke with [redacted], who bounced her around a few times via the phone system. When she got back to him (after being bounced around), she was told that AGAIN someone would be reaching out to her.

After speaking with my wife, I decided to call this time. I spoke with [redacted], and explained what was going on, as well as our concerns with their company. He gave me the name of the Market Area Sales Manager, Marisa K[redacted] He said he would patch me over to her right away. When he did, it went to Marisa's voicemail. I left a message to have her call back. After calling Marissa again and again and again over the course of the day, with no response - no answer - nothing, I decided to call [redacted] back again. [redacted] NOW tells me that they are behind on these kind of calls (interesting), and that Marissa will call me back to do what he described as a "closing interview".

Things were getting too sketchy, so we cancelled our service.

When I told [redacted] my concern about cancelling our service, early termination fees, and getting my money back, considering we haven't even had a pickup yet (no July [redacted] pickup), he said that since the start date of the service was July [redacted], and since it's within 30 days, we won't be charged an early termination fee. He confirmed what the original salesman said to us.

... Surprise! We did not receive a call back. Instead, I received an email exactly one week later from the start of this fiasco, from Marisa K[redacted] She said "As indicated on your service agreement with IWS, there is a cancellation fee of $100. This fee is to cover the delivery and removal costs of the containers. We will apply the $26.50 you paid toward your first month of service with us and you will be invoiced for the remaining fee.".

I replied to her my experience, as well as my dissatisfaction with their company. I let her know that this sort of behavior is unacceptable, and that I would give her until the end of today to reply with a solution via email, since clearly a phone call was out of the question. I was reasonable in the time frame, considering I sent her an email late in the work day yesterday.

Today I received an email stating this:

"Good Afternoon [redacted], Thank you for your email. I see the agreement was signed on June *, 2015 for service to begin on July *, 2015 at a rate of $26.50 per month and August free. In keeping with the agreement we made with you, we delivered toters to your property prior to your start date. We have honored our signed agreement with you. We have delivered toters to your property and showed up to service the containers at the rate for service we agreed upon with you. In keeping with the facts of your email, you state that you contacted IWS on July *, 2015 to see if we would match the offer. This is after services were contracted to begin. I understand you want to cancel services with us at this time. We accept your cancellation, and keeping with the terms of the agreement, there is a $100 cancellation fee. Should you have further questions, I kindly encourage you to put your complaint in writing via letter form. I would also ask you to let us know what would satisfy you as far as the cancellation goes.

I have attached your service agreement should you need a copy.Kind Regards,Marisa"

So, instead of refunding a mere $26.50, and wiping this ridiculous cancellation fee, she took my "refund" and applied it to the "ransom".

She did not address any of my questions or issues with the company. She did not address the issue that both the door to door salesman nor the associate [redacted] assured us that there would be no early termination fee. There was no sense of ownership for her company's actions.

The contract was effective the date of July [redacted]. Furthermore, since it was an observed holiday, we did not receive pick up that day. I am in sales and customer service. To me, this seems like a scam. The fact that they are inundated with cancellations, and can't even get back to someone regarding a simple question for a week, tells me that things aren't right with this company. Furthermore, their delay tactics and employee misrepresentation with false information seems to me like a scheme to take advantage of people financially. From the time it took to mail out the cancellation of old service cards, to them dragging their feet with calling people back (or just not calling them back at all), it's clear to me that they are banking on people to either not care and just go with their service, or to have run out of time and hope that they don't fight this "early termination fee". My wife and I are good, honest, small business owners - we are "crunchy granola people" (we cloth diaper our children and have solar panels comeon haha). We aren't looking for anything other than our small refund and to forget about this whole situation.Desired Settlement: I would like the $26.50 that I paid in good faith refunded back to me. I'd also like this $100 early termination fee... terminated. Part of me wants to hold them accountable for the time i've wasted chasing down answers from them, and the time wasted typing up emails and looking at documents, but all I really want is my $26.50 back, the fee stricken from the record, and to go about our separate ways.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. They have agreed to reimburse me all funds that were owed to me and to waive the false cancellation fee. Thank you for your support!

Sincerely,

Review: We have a contract with IWS Interstate Waste Services in [redacted] who arbitrarily has raised prices above the contract. I notified them on a few occasions via mail and phone that they are in breach of the agreement. Now that they received my complaints they appear to have made up a new scheme to defraud consumers by claiming the weight of trash is over their limits. Our trash and type has never changed. This began after I complained about the breach. So now they want to raise my price again even higher than the contract rate.Desired Settlement: Refund and restoration of my contracted agreement. Notification of authorities that there is no reasonable competition in trash haulage markets now that [redacted] and IWS have merged and the [redacted] is active management in IWS. Notification of the NY Attorney General of these practices after the merger. Other policitcal actions should be considered by interested parties. Public service consumer notification of these practices and whom the public can turn to for a process to restore agreements and gain satisfaction.

Business

Response:

In Oct 2013, Orange County raised the disposal rate in Orange County. IWS increased the location $20 to cover the increased disposal costs set forth by the County.

Each time the customer contacted IWS his concerns were addressed.

To address the claims of breech of contract. Section 4 of the agreement addresses any increases in costs.

In the winter of 2014, IWS performed weight audits on all of its locations. The sales representatives contacted each of our customers to discuss our findings. This customer was unresponsive to our phone calls and therefore, we sent a letter advising him of our findings. We received a letter dated May ** from our customer stating we are in breech of contract and claiming the weights were suspect. Please note, there has not been an increase in rate due to this audit at this location.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

On 10/*/2014 IWS Sales Rep [redacted] modified the price agreement to $62.70 plus some fee of $5.02 that was not explained, however the billing was more than the contract price. The agreement with [redacted] and [redacted] (another [redacted] at IWS) was that the price would stay at that price and that was a verbal contract between our parties and part of the agreement. Should they wish to discuss that we can meet in person at a mediators office.

Additionally I am told by employees (now that this has become a topic of conversation among them) at the facility that their truck damaged the side of the building and cracked the foundation when they were picking up the trash recently. I did not know about that since I dont often look at the trash dumpster area but apparently IWS placed it next to the back wall of the building. Perhaps that should be added to the complaint?

IF IWS has a signed contract have them provide it to us, but it does not fully explain the agreement.

Review: I live on a private road and we all came together to decide on a single road company. We were looking into Interstate Waste. I called on [redacted] to inquire and the sales man told me about a cheaper rate and a perk of them picking up a large item a month. They just needed a deposit to show I was serious about the offer and would not charge me unless I decided to go ahead with the service. They did not take my credit card so the man suggested my checking account. I gave him the info but stated if I our road decided to use them I would not be billed on my checking and would give them a card they did accept. I also stated that my road has to agree to use them or else I will not be getting the service. Service was scheduled to be set up on future date of [redacted]. We spoke about it at the road meeting and decided not to use the company as we heard bad reviewed on the company and I had a negative experience when my present company County Waste informed me that Interstate Waste called them claiming to be informed by myself to cancel service with them as I would be going with Interstate. (Interstate Denied this allegation when I asked them). We also received in the mail a contract stating if we canceled Interstate we had to pay a fee and it was for a 3 year contract. I called Interstate on [redacted] I to inform Interstate our road would not be going with them. They had also sent a contract for me to sign and on it was my checking account info. At this time I noticed they had charged me $50+ for "down payment" for future months. I never authorized the payment and was outraged. Interstate informed me to cancel my request I had to send an email official requesting it. Later that day the garbage cans were dropped off at my house. On [redacted] I sent an email to "[redacted]" informing them my road would not be switching and I would like the cans picked up and my checking account refunded since I would not be starting service on [redacted]. On [redacted] I was emailed back by "David S[redacted]" Inside Sales stating he would cancel my account but would not be refunding me because they had already dropped off the cans. I responded to David on [redacted] giving him the chance to explain where it states I would not be refunded my money that I never agreed to unless was going to keep the service. I canceled the account before a pick up date and did not sign anything stating I could not get a refund. I waited till [redacted] for a response from David and have not heard back. I have also tried to call the cr but was directed to email the "[redacted] which I did with no luck. I have reached out to my bank to get a dispute put on the charge and have also heard my neighbors are having similiar issues.Desired Settlement: I would like the amount they took from my checking account credited back to me. They were quick to pressure me into signing a contract which thankfully I didnt and were quick to call my current company to cancel service but fail to respond when they will be losing a buck.

Business

Response:

The business has responded. Please see below:Here is a copy of the correspondence to [redacted] responded to this and I believe it has been resolved to his satisfaction. [redacted] Thank you for your email. After reviewing your account, it looks like you signed up over the phone and two months payment was collected. Our general rule of thumb is when a customer signs up for service over the phone without an agreement, our customer service reps take this payment and communicate to the resident that this is a non-refundable deposit. I also understand that you learned after you signed up for our service that your street association did not approve the changeover. Our sales representative and customer service representatives were following our regular procedure. This situation has clearly upset you. Because the of your situation with the road association we will incur the cost to deliver and remove the containers that we provided to you. We will issue you a refund. Please expect this to arrive via check in the next 30 days. Have a nice holiday season. If we can be of service to your road in the future, please don’t hesitate to contact us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, [redacted]