Lies Waste Systems LLC

This account in reference # [redacted] has been on hold for non-payment since 12/01/The account was later closed for non-payment and all charges from 12/01/forward were credited back to the accountI don't see any notes on the account where we received calls or complaints regarding the service The customer states that she contacted us on numerous occasions regarding service with no responseHow were these complaints made? Was she leaving voicemails or sending emails? We respond to all voicemails and emails within business dayIf you call during our business hours, we note any complaints on the account during the callCustomer states that in December, she requested that the account be closed and containers be removedAt that time, service was already on hold for non-payment due 11/01/which is why it was not being picked up anymore in the month of DecemberI have no record of being contacted in the month of December regarding the containers needing removed.We did send a driver out on 02/02/(once we had closed the account for non-payment and credited back charges for time the account was on hold) to retrieve our containers but the driver wasn't able to remove them as they were not out at that time.I will send the driver out again this week on Thursday, 03/16/17, to remove the containers.As far as the balance still owed, we cannot remove charges for the time that service was activeThe remaining balance of $is still due for the month of November when service was still active plus $in late feesAs customer states in her original complaint, they requested cancellation in the month of December, therefore, November charges are still due.Once I am aware of how complaints were made (voicemail, email, phone call), I can investigate if we received these and if they were responded to.Thank you, [redacted] Lies Waste Systems

Complaint: [redacted] I am rejecting this response because: my trash service was put on hold December 26th, which according to the businesses own response was during the grace period in which I should have continued to receive service until January 1stI expect a credit as a result for full month of service since that’s how many weeks of missed service I had without any form of late notice or info that we were being suspendedFurthermore I wish to see more that simply a “we will investigate” response about the very rude customer service agentEspecially as she claims she is the only person in the company you can speak with at allI have seen on their [redacted] page and other Revdex.com complaints that this woman has been an issue for some time now and I’m sure they have all been told management will investigate with zero result Sincerely, [redacted]

Yes, we can issue the credit for months as a refund[redacted] ***

Our policies regarding payment and services are listed on our website, as well as on the back of all billingsThis policy states:"We bill our residential customers on a quarterly basis unless otherwise requested by the customerWe create and mail invoices days before the start of the quarter and payment is due by the first day of the quarterAccounts whose payments are not received by the 1st will be given a grace period after which there will be a $late fee posted on the 15thIf payment is not received by the following 1st of the month, the account will be placed on hold and assessed an additional $late feeServices will not be resumed until full payment has been madeIf an account misses their pidue to non-payment, it is a $fee to reschedule."We do send out a late notice on the 15th stating that services will be placed on hold the following 1stYour payment was due 12/01/17, and we did not receive your payment until 01/15/As a result, your services were resumed for the following pidate which is today, 01/22/I can credit you for the time in January that your services were on hold and we were not picking up, but we wouldn't be able to give you a full refund on your paymentIf you did receive rude customer service, I apologize and will look into that, but I will still be abiding by our policies moving forward.Thank you,Amanda G***Co-OwnerLies Waste Systems

Mr [redacted] ,I am aware that you did not receive the kind of professional services that we wish to provide to our customersThat behavior has been addressed internally and resolvedAs a result of this unprofessional behavior by of our employees, you did cancel your account and we regret losing you as a customer in this processAs you stated, you have received refund for all services not used, and having said that, we are unable to refund your full payment as requestedThe trash was taken on a weekly basis while service was active, and we followed our policies in regards to cancellation and refunds.Thank you,Amanda G***

Ms***,I understand that you are frustrated and I sincerely apologize for the miss on FridayWe do make every effort to reschedule you within 1-business days as soon as it is evident that you were missed, but we allow our drivers the day to get you picked up like regularly scheduled day before we rescheduleI apologize for any inconvenience and will make sure that our representatives are handling calls appropriatelyPlease review the following policy outlined on our website and also printed on the back of your bills:What time will my trash/recycling be picked-up? Your trash/recycling can be pickanytime between 7am and 5pmWe ask that everyone put out their trash/recycling by 7am or the night before to avoid being missed because your trash/recycling was not outWe cannot guarantee a specific time for your trash/recycling pibecause it will fluctuate from week to week based on the route size, weather, and other unforeseen circumstancesPlease keep in mind that the trash and recycling are pickby different trucksIf you notice that one has been pickwhile the other hasn’t, please wait until 3pm to call our office.I will go ahead and post a credit to your account for not being picked up on time last week and the trash will be removed today, Tuesday, 11/21/Thank you, [redacted]

Complaint: ***
I am rejecting this response because:I appreciate Ms***'s responseHowever, I am not quite sure who she isThe reality is that I had asked for *** to call meStaff member s do not feel its necessary to give him the message, apparently the issue is "he doesn't speak with customers"I appreciate them crediting me for the missed pick up however, I am still concerned at the lack of considerationI will be on the look out for another trash companyIts just lame that Mr*** will not take calls from the people that are keeping him in business. Thank you for your time
Sincerely,
*** ***

*** ***,I apologize for the issues that you have encountered this yearWe stopped offering carry-out service a few months ago to new accounts but decided to keep on existing accounts with this service typeThe problem is that your property layout entails a much longer carry-out route than typical
homes that leave containers in front of their garageI would be happy to give you a credit/refund for months as our drivers have not been pulling out the containers every weekMoving forward, we are no longer able to provide carry-out/carry-back service at your property starting 10/01/We can close your account if you would like to see if another provider can provide this level of service, or we can convert your account to curbside servicePlease let us know which option you would like to move forward with.Thank you,*** ***Office ManagerLies Waste Systems

*** ***,I am sincerely sorry to hear of the problems that you had with our servicesI reviewed the history on the account and spoke to our representatives in order to address this complaint which I will respond to piece by piece as follows:"Lies had scheduled trash and recycling pick ups weekly
(recycling bi-weekly)." -Yes, this is correctI am showing that you contracted our services on 08/23/to begin service on 08/31/Containers were delivered as scheduled on 08/30/17."Every single week our trash and recycling was not picked upMy company would follow up with a phone call and would require at least 2, but most times required phone calls to request that they pick up our trash." -This is not completely accurate, but yes I will admit that the recycling was not picked up during the time service was activeThe first piwas missed entirely and you reported this by phone on 09/05/We promptly scheduled an additional piwhich was completed on 09/06/That was the only call we received until 09/20/during which time you stated that trash was being picked up fine, it was the recycling that was the problem and that recycle has been missed the previous week on 09/We rescheduled a recycle pifor 09/You called again on 09/to state that trash was missed on 09/and demanded that we get the trash picked up that same day by 4:45pm or you would be cancelling servicesWe do not guarantee that we can do pick-ups the same day that you call in and report, but we did try to accommodate the requestThe next call we received was on 10/to request cancellation due to service being missed again the prior week on 10/"After the third time in a row that our trash was not picked up when scheduled, I called to cancel our serviceOur trash and bins were scheduled to be picked up that week and that did not happenI called three times to request a pick up and was guaranteed that it would be picked up the following weekThat, yet again, did not happenEach time I call they are unable to provide me with a reason the cans were not picked up and could not confirm when they would be picked up." -According to our records, the cancellation request was made on 10/09/We promptly cancelled the services and scheduled bin removal for 10/11/We received another call from you on 10/notifying us that bins were not removed, and we rescheduled the removal for Wednesday, 10/18/17. You did make a few calls requesting the removal and we were not sure why the removal was not taking placeUpon further inquiry into the matter, one of our drivers was severely injured in an accident and was not able to return to workThis occurred the week of 10/and put all of our routes behindWe did not get caught up that same weekThe week of 10/we were still a bit behind on removals but we did receive confirmation that bins were removed from this property the morning of 10/19/17, a week and one day delayed from the original date promisedI sincerely apologize for this delay but the fact that we were short staffed was not foreseeable and it took us some time to get caught up and get this information from the route manager."I operate a *** *** *** *** *** and having months of trash pile up outside of my business with children who have access to the items in the trash is not acceptable and is a major health and safety concernThe last representative I spoke with named *** proceed to yell and hang up on me because I was no longer willing to accept the answer "I don't know why it's not being picked up, I'll make a note here.""-Working with special needs is a wonderful job and requires a lot of patienceNone of which was exhibited in the call that took place with our representative, ***I understand that you were frustrated with the services at the time, but she was trying to help you the best that she couldWhen she did not give you the answer that you wanted, you proceeded to yell and verbally abuse her over the phone by cussing at herWe as a company, do not tolerate verbal abuse against our employees regardless of the situationThere is no need for this type of behavior as our representatives do not provide the actual piservices, and are simply here to take calls in order to assist you as the customerThey can only give you the information that is available to them, and the chaotic few weeks without the driver who was injured did cause some confusion with communication between our office and our driversAnytime a customer becomes verbally abusive, they are instructed to end the call so yes, you were hung up on.-Having summarized the notations on the account and what occurred, I am willing to give you a full refund for services that you prepaid for in the amount of $I do understand that this was a frustrating situation and that services were not carried out as promised nor on time for your property. This refund will be processed today, 10/20/As far as any additional settlement, that is not something we are able to doThe account is closed and a full refund is being processedContainers have been removed as of yesterday (10/19)As services were cancelled as of 10/09, you have had ample opportunity to start service with another provider and have the trash removed so piling up of trash should not have been an issueAny trash still in our company bins should have been contained, and with a closed lid does not present a health hazard unless you were allowing your clients to have access to the trash bins and allowing them to play in the trash, which I highly doubt. Thank you,*** ***
***
*** *** ***

Our miss pipolicy is stated as follows per our website:What do I do if my trash/recycling does not get pickon my piday? Routes start at 7am and can run until 5pmIf you believe that you have been missed, please call us within hours of your regular piday in order to
receive an additional pior to receive a missed creditIf you forgot to put out your trash/recycling, feel free to call our office so that we can get you on the schedule for a later dateThere is not an extra charge associated with making an extra trip to pia missed stop unless it occurs repeatedly or the service has been on hold due to non-payment.Because we would like an opportunity to correct the issue as soon as possible and get the driver back out to complete a missed pick-up, we do ask that customers notify us of misses within hoursIf we are not given time to correct the issue prior to the next scheduled pick-up, then we do not typically issue credits for being missed because we are unable to verify the reason why pick-ups are not being completedOur customer notified us of being missed well beyond the hours and because he explained his situation with travel, we did make a decision outside of our policy to issue him out of credits for misses on his account that stretched over the previous monthsOur customer accepted this offer and the credits were applied to his account. Our bulk item pipolicy is stated as follows per our website:Do you pibulk items and how do I schedule piof bulk items? We do piof small quantities of specific bulk items at an additional charge which varies based on the items and quantityIn order to schedule a pior to find out what items we can accept, call our office at ###-###-####Our office staff can give you pricing and schedule a piwithin 1-business days.We only offer bulk piin small quantitiesWhen we scheduled this pick-up, we were told that there were very small boxes that were approximately 1'x1'Based on this information, we gave a quote and scheduled the pick-upWhen the driver arrived, there was a large amount of items at the propertyThe boxes were larger than originally stated and other items were mixed in with the boxesThe piwould have taken a significant amount of time had we asked the driver to pick through the pile and count out boxes from the pileOur service is quoted for pick-ups that are set out and taken as isPlease see the attached pictures for what was at the propertyOur customer called us on Friday about the pinot taking place when it was scheduled on the previous WednesdayAt that time, he was informed that we were unable to complete the pias is, and that we advised he rent a small dumpster to remove all of the itemsOur customer was offered a full refund on the amount paid for the pick-upThe refund has been processed as of 01-25-

Complaint: ***
I am rejecting this response because:As I've stated i've made many attempts to contact the company and they made good on having my trash picked up for weeksIf they don't have their money on time get my trashand when they have their money they don't pick up my trash..I should be fully reimbursed since they did not live up to their commitment which they were paid in full for
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I continually have to clean up glass out of our cul-de-sac because of the trash that keeps getting dumped on the ground so that my kids and the neighbor kids don’t end up cutting themselves on itPlus I had to drive all the way to your location to get my refund being that you did not ship it in the first place
Sincerely,
*** ***

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
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because: my trash service was put on hold December 26th, which according to the businesses own response was during the grace period in which I should have continued to receive service until January 1st. I expect a credit as a result for 1 full month of service since that’s how many weeks of missed service I had without any form of late notice or info that we were being suspended. Furthermore I wish to see more that simply a “we will investigate” response about the very rude customer service agent. Especially as she claims she is the only person in the company you can speak with at all. I have seen on their [redacted] page and other Revdex.com complaints that this woman has been an issue for some time now and I’m sure they have all been told management will investigate with zero result. 
Sincerely,
[redacted]

This account in reference #[redacted] has been on hold for non-payment since 12/01/16. The account was later closed for non-payment and all charges from 12/01/16 forward were credited back to the account. I don't see any notes on the account where we received calls or complaints regarding the service....

The customer states that she contacted us on numerous occasions regarding service with no response. How were these complaints made? Was she leaving voicemails or sending emails? We respond to all voicemails and emails within 1 business day. If you call during our business hours, we note any complaints on the account during the call. Customer states that in December, she requested that the account be closed and containers be removed. At that time, service was already on hold for non-payment due 11/01/16 which is why it was not being picked up anymore in the month of December. I have no record of being contacted in the month of December regarding the containers needing removed.We did send a driver out on 02/02/17 (once we had closed the account for non-payment and credited back charges for time the account was on hold) to retrieve our containers but the driver wasn't able to remove them as they were not out at that time.I will send the driver out again this week on Thursday, 03/16/17, to remove the containers.As far as the balance still owed, we cannot remove charges for the time that service was active. The remaining balance of $31.73 is still due for the month of November 2016 when service was still active plus $8 in late fees. As customer states in her original complaint, they requested cancellation in the month of December, therefore, November charges are still due.Once I am aware of how complaints were made (voicemail, email, phone call), I can investigate if we received these and if they were responded to.Thank you,[redacted]Lies Waste Systems

Upon review of the account, I am showing that we have received calls about being missed the last 2 weeks. Both of those pick-ups have been noted by the driver as not out at the time he is there on the regularly scheduled day. If the trash is not out by 7am on Tuesday mornings, and the driver comes...

by to pick-up, we are unable to provide the service. Even though it was marked not out, we have already processed a credit for the first missed pick-up, and rescheduled the second missed pick-up as soon as we were notified of the miss. As a result, we have already resolved those 2 missed pick-ups and will not be able to provide any additional credits or refund for services that were provided, or attempted to be provided. Please make sure that trash is out by 7am for all future pick-ups as our operating hours are between 7am and 6pm, and the pick-up can occur at any time between those hours.

Ms. [redacted],I understand that you are frustrated and I sincerely apologize for the miss on Friday. We do make every effort to reschedule you within 1-2 business days as soon as it is evident that you were missed, but we allow our drivers the day to get you picked up like regularly scheduled day before...

we reschedule. I apologize for any inconvenience and will make sure that our representatives are handling calls appropriately. Please review the following policy outlined on our website and also printed on the back of your bills:What time will my trash/recycling be picked-up? Your trash/recycling can be picked-up anytime between 7am and 5pm. We ask that everyone put out their trash/recycling by 7am or the night before to avoid being missed because your trash/recycling was not out. We cannot guarantee a specific time for your trash/recycling pick-up because it will fluctuate from week to week based on the route size, weather, and other unforeseen circumstances. Please keep in mind that the trash and recycling are picked-up by different trucks. If you notice that one has been picked-up while the other hasn’t, please wait until 3pm to call our office.I will go ahead and post a credit to your account for not being picked up on time last week and the trash will be removed today, Tuesday, 11/21/17. Thank you,[redacted]

Mr. [redacted],I am aware that you did not receive the kind of professional services that we wish to provide to our customers. That behavior has been addressed internally and resolved. As a result of this unprofessional behavior by 2 of our employees, you did cancel your account and we regret losing you...

as a customer in this process. As you stated, you have received refund for all services not used, and having said that, we are unable to refund your full payment as requested. The trash was taken on a weekly basis while service was active, and we followed our policies in regards to cancellation and refunds.Thank you,Amanda G[redacted]

The reason that there are charges on this account, is because we provide ongoing services which are automatically billed in three month intervals. In order to cancel services, we require that a customer call our office and submit a cancellation date. At that time, they are given a confirmation...

number for the cancellation and billing is ceased for all unused services. If an account becomes past due and we have not received a cancellation notice, we attempt to provide services for up to 30 days following the billing due date as a grace period. After going 30 days past due, the account is closed for non-payment. I am showing that this is what happened to this account and has resulted in the balance for the month of October, 2015. If [redacted] can provide a confirmation number from placing a cancellation prior to the month of October 2015, we can research and see if there was an error made by our customer service agents. We cannot find any record of a cancellation placed by [redacted], and without a confirmation number are unable to remove the balance for services that we attempted to provide during the month of October 2015. This cancellation policy is printed on all bills that are sent out and is also stated specifically on our website. Please see attached documentation showing the details of the account as explained here.

Our policies regarding payment and services are listed on our website, as well as on the back of all billings. This policy states:"We bill our residential customers on a quarterly basis unless otherwise requested by the customer. We create and mail invoices 30 days before the start of the quarter...

and payment is due by the first day of the quarter. Accounts whose payments are not received by the 1st will be given a grace period after which there will be a $3 late fee posted on the 15th. If payment is not received by the following 1st of the month, the account will be placed on hold and assessed an additional $5 late fee. Services will not be resumed until full payment has been made. If an account misses their pick-up due to non-payment, it is a $15 fee to reschedule."We do send out a late notice on the 15th stating that services will be placed on hold the following 1st. Your payment was due 12/01/17, and we did not receive your payment until 01/15/18. As a result, your services were resumed for the following pick-up date which is today, 01/22/18. I can credit you for the time in January that your services were on hold and we were not picking up, but we wouldn't be able to give you a full refund on your payment. If you did receive rude customer service, I apologize and will look into that, but I will still be abiding by our policies moving forward.Thank you,Amanda G[redacted]Co-OwnerLies Waste Systems