Lane Apex Disposal

Our office assistant Courtney helped *** setup the pickup for a couch*** gave instructions to Courtney on where it would be placedWhen she wrote up the work order, she included those specific instructions to the driver so he would know where to goOnce our driver got to the location,
the couch wasn't out anywhere he could seeOur driver drove around the street looking for itThe person submitting the complaint only got on the phone briefly to give Courtney his card information to make the payment of $for the couchCourtney did not talk to him regarding placement of the couchSince our driver went to the location, we only refunded a partial amount to cover fuel and our driver's timeThe total amount was $25, we refunded the card $The couch wasn't out where *** told our office assistant it would be

[redacted] started trash pickup service with us November 2016. At that time we collected for 2 months of service up front. This covered November and December. On 12/28 we sent out a statement for January and February, we bill 2 months at a time in advance. We didn't receive payment, so after 30 days we...

suspended his service. His service was suspended as of 2/21. [redacted] called 3/14 and left a voicemail after hours. He said that he hadn't been picked up in weeks and he doesn't think the past due amount is correct. At that time he said he would only pay for service he had actually received. Our office assistant left a message for [redacted], explaining that service had been suspended due to nonpayment on the account. He called back 3/20 thinking we had only given him 2 weeks to pay before we suspended the service, but he was given over a month. It was due January 10th, and we suspended service on 2/21. He was saying we stopped picking up mid January. Our driver had noted from 1/10 and 1/25 that the trash cart wasn't out for pickup. On 1/10 it wasn't out at 9:51 am and 1/25 it wasn't out at 9:42. We don't give credit if the customer doesn't have their carts out on time. He then told our office assistant she was stupid and if he decides to pay he'll call back. [redacted] called back later that day to cancel his service, but still didn't make any payment on the account. Our company waited an extra month longer than normal to send his account to collections. [redacted] called 5/17 still upset about his bill, and wanted to talk to a manager. He spoke with the office manager. He was demanding credits for the times the driver didn't pickup. It was explained to him we did give credit on the account for the days we had his service suspended due to nonpayment, but we wouldn't give credit for the 2 pickups in January that he didn't have his cart out on time. At that time we let him know he still owed for service in January and part of February, and if the balance wasn't paid before the end of May, it would be sent on collections. He then threatened to get a lawyer and sue for "damages", and wanted to talk to our owner. Sam, our owner, was out running a route all day and wasn't available. [redacted] ended up hanging up on me. [redacted] owes for the service provided in January and February, and we will not adjust off this amount. He was mailed several statements, and given more than enough time to get his payment to us.