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Kav Kan Disposal

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Review: My trash has not been picked up in 4 weeks. I was never contacted by the company about missing payments so I called the company and asked why my trash was not being picked up. They stated that I owed them $63.00 for monthly payments that were missed. I asked what months were missed and they were unable to tell me. I asked for a followup phone call for information as to what payments were missed. I never received a call. I have caller ID on my phone and the records show that I never received a call. I called them back and they said I missed a payment in April of 2011, December of 2012, and the current months payment for July of 2013. I checked my bank records and it showed I missed the payment for December of 2012 and I gave them the benefit of the doubt for the April of 2011 payment. The July of 2013 payment was scheduled by my bank (I use online bill pay) to be delivered on Friday, July 5, 2013. My bank is showing that that payment was made. On Friday, July 5, 2013, I went to the office and gave them a check for $42.00 to cover the payments missed in April of 2011 and December of 2012. Along with the payment that was scheduled from my bank that should have covered all of my payments. My trash should have been picked up today, July 8, 2013 since the $63.00 that I was told I owed, I payed. My wife tried to call today, since my trash was not picked up again and they told me I still owed $42.00.Desired Settlement: I want them to do the job which I have payed them for which is to pickup my trash. Since I have payed them and was unaware that I was not up to date with my payments, I feel they should credit me 1 month since my trash has not been picked up for a month even though I thought I was payed up. Once I was aware I had not paid in full, I did pay them in full within a few days and still they have not picked up my trash.

Business

Response:

This letter is in response to your letter of July 8, 2013 regarding Complaint ID [redacted]. It is correct that Mr. [redacted]'s account was placed on "credit hold" on June 17, 2013. His trash was not picked up on June 17, June 24 and July 1. It was however picked up on July 8. Mr. [redacted] paid all monies due on Friday, July 5, 2013. When Mrs. [redacted] called our office on Monday morning July 8, 2013, I personally answered the phone. When 1 looked up her account it still showed a balance of $63.00. This was because the secretary did not post Friday's receipts until Monday. Once these had been posted, I realized that the [redacted]s had paid all outstanding monies. I personally rode with the driver on Monday, July 8, 2013, and apologized to her for my mistake that morning. When Mr. [redacted] states that we could not tell him immediately what months he did not pay that was because we needed to research his account. We have approximately 1, 100 customers and typically we do not place anyone on credit hold until they are 3 months ($63.00) past due. At the end of each year we mail all customers a coupon book for the following year. This coupon book has a separate coupon for each month. We had hoped that these coupon book would be used to help the customers keep up with their monthly, quarterly, or yearly payment. Sadly, this does not seem to be the case. Many times when we receive one month's payment for $2l.00, if they coupon is not present, then we are never sure what month the customer actually thinks they are paying. When the $63.00 or $84.00 threshold is reached, that doesn't mean that this amount is for concurrent months and in most cases it is not. It reflects missed payments. The computer bank checks that a lot of our customers are now using do not tell us what month is being paid; therefore, we have no way of knowing if they are aware of a skipped payment. The [redacted]s have been customers for a long time, and we are sorry if this was upsetting for them. I will mail the [redacted]s a $21.00 refund check, and I am enclosing a copy for your information. Please let me know if you have "any questions regarding this explanation, and I will be glad to speak with you. Cordially, KAV KAN DISPOSAL CORPORATION Rebecca S. BakerGeneral Manager

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Description: WASTE CONTAINERS, GARBAGE DISPOSAL EQUIPMENT-INDUSTRIAL/COML


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