LeMay Mobile Shredding

We spoke to customer on 01/25/Customer was advised of the need to call within hours if service was missedThis information is sent to all customers when they sign up for serviceWhen the customers concern was sent to me for review I advised the CSR to issue credit for missed service (value of $1.66)We tried to reach the customer back to advise of credit at 348pm on 1/25/There was no answer on the phone and did not offer voice mail

Thank you for your emailRefuse and Recycling services in the State of Washington are regulatedAs such, the State of WA has outlined how we service customers who are missed due to unsafe Weather Conditions for all Washington state customers. I have attached the document for your review, but
also pasted in the body of this memoWe do strive to service all customers timely and with outstanding customer serviceIn this case, the roadways were unsafe for our employees as well as the community at large and it was decided to suspend routes for the day. All extra refuse and recycling was picked up at no additional charge the following service dayIf I can answer any further questions, please do not hesitate to contact me Missed service due to unsafe weather conditions, road conditions, natural disaster or when government authority restricts access to local roadsA company is not required to collect solid waste when the company determines that it is unsafe to operate due to weather conditions, road conditions, natural disaster, or when government authority restricts access to local roadsThe company will collect on the next scheduled service date on which the company deems it is safe to operate, and will take other reasonable actions to resume or provide alternative service as soon as reasonably practicableaThe company is not obligated to extend credit to customers for missed service if the company collects the customers' accumulated solid waste on the next scheduled service date on which the company deems it to be safe to operateThe company will not charge for extra waste set out (except provided in Item 207, if applicable) in addition to customers' receptacle(s), if the amount of extra waste does not exceed the amount that reasonably would be expected to accumulate due to missed servicebIf the company does not collect a customer's accumulated solid waste on the next scheduled service date on which the company determines it is safe to operate, the company is required to give a credit, proportionate to the customer's monthly service charge, for all missed service(s)(C)

Complaint: ***I am rejecting this response because:While we fully acknowledge that providing service on the date in question was not possible, we dispute the characterization that service was provided on the next scheduled datePer LeMay's response, they are required to provide service on the next scheduled date or provide alternative service However, by refusing to collect recycling the following week concurrent with trash collection, LeMay did not meet the intent of the regulation which is to provide service to the public as quickly as possible following a weather related service interruptionThis led to residents, who are not provided a choice in collection services by the City of Lacey, being forced to either remove trash and recycling on their own, or store at their homes a full month's worth of recycling and three weeks of trash to protect LeMay's profit margins While their behavior may perhaps pass a legalistic interpretation of the regulations, it fails to meet the intent and likewise falls far short of the behavior expected of a sole source service provider There are several questions that should be answered to include whether or not LeMay was required to pay its personnel on February? If it was not, then it was able to able to collect payment from over 11,residents for services that were not provided In no other industry am I aware of the excess of latitude provided to a business in a contactAirlines must ensure patrons reach their destination following a weather delay or return paymentThey do not have a deal that forces consumers to use their services and then allows them the latitude to provide service at their convenience without regard to the effects on their customers. Sincerely,*** ***

We spoke to customer on 01/25/2017. Customer was advised of the need to call within 24 hours if service was missed. This information is sent to all customers when they sign up for service. When the customers concern was sent to me for review I advised the CSR to issue credit for missed service...

(value of $1.66). We tried to reach the customer back to advise of credit at 348pm on 1/25/2017. There was no answer on the phone and did not offer voice mail.