Junkshuttle

After reviewing this matter, we have decided to fulfill the
customer’s desired settlement. For the
record, we are not accepting full responsibility in this matter; however, we
agree that our sales representative could have done more to prevent this
situation and should
have. As in most
conflicts, there is usually a misunderstanding and Ms*** ***’s complaint shows
that this case has several which I will address below.
We received a call from Mr*** *** requesting information
on renting a yard dumpster. He explained
he would be tearing out a driveway consisting of asphalt and concrete. At this time our sales representative warned
the customer that concrete, asphalt, and dirt add up to a lot of weight and the
dumpster may become too heavy to remove.
Unfortunately, this is exactly what happened. We attempted to have the dumpster removed
but the container and its contents were too heavy to safely transport
This was a risk that was explained to Mr***. It was further explained to Mr*** that
this would result in a $trip charge for a failed service attempt and that he
would also have to off-load some of the debris until the container was light
enough to safely transport. One way he
could do this is by renting another dumpster and placing the excess debris from
the first container into the new container.
Again, this was discussed on the initial sales call and our sales
representative explained that Mr*** assumed all risks involved with ordering a yard container
This is where I feel the sales representative made a
mistake. To avoid this situation all sales reps are advised that any project
involving dense material such as dirt, stone, concrete, asphalt, or the like should
not be given a yard box, regardless of the client’s wishes. Clients will often push for the yard
container for fear that if they order the yard they may not be able to fit
everything in it due to its reduced volume.
This would result in them having to order another dumpster. Obviously if you could fit everything in the
yard, this would be much cheaper than ordering two yard boxes.
I would also like to address some of Ms***’s claims
which are and are either the product of miscommunication and/or
misunderstandings: 1. The first driver, who does not make policy
decisions, may have incorrectly stated a different truck might be capable of
removing the box. This may have been
purely speculative or inexperience on the driver’s part, or a statement was
taken out of context. The issue wasn’t
the truck; the issue was the WEIGHT
of the container and its contents.
2. 2. Regardless if the driver said what Ms***
claims, the statement of concrete and asphalt being separate doesn’t address
the fact that the dumpster is too heavy.
Further, the dumpster CAN
have both concrete and asphalt. The
driver was probably referring to “recyclable” dumpsters, which can only have
one debris source in them. As this
project contained concrete, asphalt, and miscellaneous debris, a recyclable
container was not an option. Further, offering recyclable dumpsters is a service we do not provide
3. 3. Last year we were responsible for delivering
over 1,containers and this year we will likely surpass that. Ms***’s assumption that we didn’t know
what size box was at their site is false.
She is basing this on the fact that my sales representative didn’t
remember what size box was at her address and guessed a yard incorrectly
while waiting for our database to load the appropriate information. With the volume we do, it is unrealistic for our staff to remember what size box is at what site.
4 4. We advised Mr*** that his cheapest option
would be to pursue a recyclable dumpster through a different vendor. As mentioned before, this is a service we do not provide. At the same time, we explained we could
provide another dumpster but it would be at our rates. 5. We cannot stress enough that the problem is the weight of the contents
in the container, not the fact that it contains a mixed waste stream.
This morning we reached out to the ***'s with hopes of settling this dispute as they wish. We are waiting on a call back. Again, We don't accept full responsibility as we did have the foresight to offer serveral warnings of this occurring and the client fully acknowledged those risks on our recorded line. That said, we don't feel explaining the risks to Mr*** went far enough so we will work towards an amicable resolution.

On Tue, Jul 14, at 4:PM, *** *** wrote:This issue has been resolved by Waste Management, they came and picked up the unit today

Review: We contacted Westwood Services to rent a dumpster on June 26, 2015 so we could get rid of the asphalt and concrete in our driveway. When renting the dumpster we asked if we could put both asphalt and concrete in the same dumpster and they told us yes we could. We ordered a 30 yd dumpster which was delivered to our address. When the job was complete we contacted them to come get the dumpster and they sent out a truck that could handle a 20 yd dumpster. The driver told us that they would have to send a bigger truck to get it. A few days later they send the same size truck to pick up the dumpster and of course they couldn't take it because it was too heavy. The driver told us that we were not suppose to put both concrete and asphalt in the same dumpster and that they would have to send another dumpster out so we could off load the concrete. We called Westwood and they said that the truck they sent was the right one to pick up a 20 yd dumpster and that we had loaded it too full. They also said they would send out another dumpster to off load the concrete. They didn't even know what size dumpster they delivered to us. I told them they delivered a 30 yd dumpster. At that point the person from Westwood said they would check things out and bet back to us. Now Westwood is telling us that we need to contact a different dumpster company to send a dumpster out to off load the concrete because they don't take concrete. At this point I'm wondering if anyone at this company knows what they are talking about. We tried making a complaint with Waste Management who owns the dumpster and they said that they have nothing to do with this because they contract out to Westwood and it's their responsibility. This 30 yd dumpster has been sitting at our house now for almost three weeks.Desired Settlement: I would like Westwood to come out and get this dumpster. If the concrete needs to be off loaded to another dumpster then they need to bring one out at their expense and also help off load the concrete because they told us we could put it all together. If they had said we couldn't put it together we may not have removed the concrete due to the extra cost. I realize it's summer and they may have new people working in the office but they should ask if they don't know the right answer to a customers question. They should also know what size they deliver to the customer and send the right size truck to pick it up.

Business

Response:

After reviewing this matter, we have decided to fulfill the

customer’s desired settlement. For the

record, we are not accepting full responsibility in this matter; however, we

agree that our sales representative could have done more to prevent this

situation and should have. As in most

conflicts, there is usually a misunderstanding and Ms. [redacted]’s complaint shows

that this case has several which I will address below.

We received a call from Mr. [redacted] requesting information

on renting a 30 yard dumpster. He explained

he would be tearing out a driveway consisting of asphalt and concrete. At this time our sales representative warned

the customer that concrete, asphalt, and dirt add up to a lot of weight and the

dumpster may become too heavy to remove.

Unfortunately, this is exactly what happened. We attempted to have the dumpster removed

but the container and its contents were too heavy to safely transport.

This was a risk that was explained to Mr. [redacted]. It was further explained to Mr. [redacted] that

this would result in a $75 trip charge for a failed service attempt and that he

would also have to off-load some of the debris until the container was light

enough to safely transport. One way he

could do this is by renting another dumpster and placing the excess debris from

the first container into the new container.

Again, this was discussed on the initial sales call and our sales

representative explained that Mr. [redacted] assumed all risks involved with ordering a 30 yard container.

This is where I feel the sales representative made a

mistake. To avoid this situation all sales reps are advised that any project

involving dense material such as dirt, stone, concrete, asphalt, or the like should

not be given a 30 yard box, regardless of the client’s wishes. Clients will often push for the 30 yard

container for fear that if they order the 20 yard they may not be able to fit

everything in it due to its reduced volume.

This would result in them having to order another dumpster. Obviously if you could fit everything in the

30 yard, this would be much cheaper than ordering two 20 yard boxes.

I would also like to address some of Ms. [redacted]’s claims

which are false and are either the product of miscommunication and/or

misunderstandings: 1. The first driver, who does not make policy

decisions, may have incorrectly stated a different truck might be capable of

removing the box. This may have been

purely speculative or inexperience on the driver’s part, or a statement was

taken out of context. The issue wasn’t

the truck; the issue was the WEIGHT

of the container and its contents.

2. 2. Regardless if the driver said what Ms. [redacted]

claims, the statement of concrete and asphalt being separate doesn’t address

the fact that the dumpster is too heavy.

Further, the dumpster CAN

have both concrete and asphalt. The

driver was probably referring to “recyclable” dumpsters, which can only have

one debris source in them. As this

project contained concrete, asphalt, and miscellaneous debris, a recyclable

container was not an option. Further, offering recyclable dumpsters is a service we do not provide.

3. 3. Last year we were responsible for delivering

over 1,200 containers and this year we will likely surpass that. Ms. [redacted]’s assumption that we didn’t know

what size box was at their site is false.

She is basing this on the fact that my sales representative didn’t

remember what size box was at her address and guessed a 20 yard incorrectly

while waiting for our database to load the appropriate information. With the volume we do, it is unrealistic for our staff to remember what size box is at what site.

4 4. We advised Mr. [redacted] that his cheapest option

would be to pursue a recyclable dumpster through a different vendor. As mentioned before, this is a service we do not provide. At the same time, we explained we could

provide another dumpster but it would be at our normal rates. 5. We cannot stress enough that the problem is the weight of the contents

in the container, not the fact that it contains a mixed waste stream.

This morning we reached out to the [redacted]'s with hopes of settling this dispute as they wish. We are waiting on a call back. Again, We don't accept full responsibility as we did have the foresight to offer serveral warnings of this occurring and the client fully acknowledged those risks on our recorded line. That said, we don't feel explaining the risks to Mr. [redacted] went far enough so we will work towards an amicable resolution.

Consumer

Response:

On Tue, Jul 14, 2015 at 4:43 PM, [redacted] <[redacted]> wrote:This issue has been resolved by Waste Management, they came and picked up the unit today.