Local Waste Services, LTD

Local Waste Services bills on a quarterly basis, all accounts with balances past days go into suspensionThe residence in question is located in *** TownshipThe township requires weekly pick up of all occupied residents as does the Ohio revised codeThe township places responsibility of
waste pick up on the home ownerAs a result, the account holder has been the property owner since 2014, all notices are sent directly to himYou are an authorized third-party payee on this account so you do receive email statementsThis is an agreement between you and the property ownerLocal Waste Services has no involvement in this arrangementLocal Waste does not mind which party pays the bill but we are required per our contract with *** Township to bill the property owner directlyThis is why you receive email notices of the original statements ONLYAll past due notices go to the landlord as requiredAccording to our records you have been a tenant at this property since late March of Since then Your account has been through billing cyclesHere is your billing history: Given the info above your account has been thru suspensionsOn 3/23/There was a promise to payIn April, you contacted us for a copy of the bill and yes, a statement was supplied to your email Then on 5/24/you contacted us at beginning at 11:AM to remit paymentPayment was not attempted until 4:PMBetween then and 5:PM the same transaction was attempted and declined, see belowA successful transaction was complete with a different payment method at 5:also visable belowThe issue was not with our payment systemPayments are posted daily, since this was made at the tail end of the business day it did not post until the following day 5/25/2017, ThursdayRoute sheets are generated at the end of the business day in preparation for the following days’ routes that begin at AMYour payment would have needed to post on 5/24/for services on 5/25/Your payment posted at 2:PM on 5/25/less than hours later bringing the account out of suspension. The processing time did not affect pick up for 5/25/It was a result of payment being made less than hours prior to pick up, months lateBelow you can see we past your location prior to payment posting.Local Waste Services has removed multiple bulk piles from your residenceBelow is the what we removed in November after your services were restored (our employee and the gps location has been obscured for privacy reasons), this pile was a result of accumulated trash during suspensionLocal Waste intention was never to embarrass you by leaving trash curbsideOur drivers did as instructed and left a stop that was suspendedThis is procedure with any past due accountLocal Waste Services will be glad to service your trash curbside when it is in an active status We reviewed the call you report from our supervisor earlierIt reflects her in the middle of responding to a question when the call disconnectedIt appears either the call dropped or you disconnected the callNo refuse will be collected from this residence until the past due balance of $is received for services rendered in the second quarterThe remaining $is due no later than 8/31/to avoid suspension for the current quarter

Inaccurate response Response states that I could not provide a date/time of the incident or provide unit number The incident occurred at 7:25am EST March (My Revdex.com submission may be inaccurate, I was able to confirm this date after checking emailI think the submission was March not 12, I am correcting that with this reply.) I am not sure if it was a rock or not Debris flew off of a LWS truck License started with "***" I believe We were in in heavy traffic, therefore was unable to safely find a "Unit Number." The estimate I received was a verbal over the phone from a dealerRegardless of $or $repair cost, LWS should be responsible from what is on and falls off of their vehicles I'm not sure how much more "accurate" I can be I have been patient and gave LWS to do the right thing before taking action against them They have proven to be untimely and unwilling to take responsibility for their mistake I wish to pursue this incident to the fullest degree I did not choose to have debris fall off of their truck and smash my windshield This was not a "Road Hazard."

I am rejecting this response because:
They might have picked up a mattress that day but they did not pick one up at the address I provided for themI have witnesses that will testify that there was no mattress on that propertyAs I stated before, I did not end up leaving a mattress out at the trash dumpsterAlso, they said they picked up a twin mattress and the mattress I would have left out would have been a full size mattress
They have spoken to the complex manager who has told them that there was not a mattress at the dumpster for them to pick upShe lives on the premises and will be willing to give a statement if neededI will not pay for a service that was never provided to meJust because they picked up a mattress that day does not mean they picked one up at the address I have gave
They did not even pick up the couch I had scheduled them to pick upIt had been sitting out by the dumpster since February They said they did not see a couchThe couch was out in open view and easy to see so that proves they were not at the correct addressI have witnesses to prove the couch was sitting by the dumpster since February
In conclusion, they do not want to admit they went to the wrong placeThe manager might have thought he was picking up at the correct address, but he was not
Lastly, I am again going to stress I have witnesses to prove everything I have stated

I reviewed the response made by the business in reference to complaint ID 10586170, and yes I did state that I received a couple of phone calls at my office that I did not recognize and the party calling did not leave a message so of course I assumed as most people would that it wasn't importantIt wasn't until I was sitting at home after work one evening that I decided to answer the phone to see who it was and why they were callingTo my shock it was a collection for trashI had not received any type of Voice mail and as stated per the email a mail was returned to the companyHowever miraculously after I paid the bill I did not know was due and had not realized the length of time it had been that I finally received a letter from Local WasteFor the life of me I can't figure out all mail was returned until nowThe company should leave a message to in regards to the reason for the callThis is very poor business practiceI would have definitely called the number back and took care of the billI did take care of the bill my next payday after I became aware of the issueThis complaint would have not been necessary if a message had been left per the phone callsMy concern is what's the sense in taking the time to call if the company is not going to leave folks messages and give them a chance to resolve the situation The only way the complaint can be resolved is to know that if this happens to others and they get a call that voice messages will be left

Ms***, from what I see on your account, you started services with us on 12/16/ On that day when you set up services, you were advised that we wouldn't charge you for the two weeks that were left in the quarter at the time, until next quarter which would start on 1/1/ We
received returned mail on 1/26/and 3/10/and at the time we tried to research on the auditor's site to see if there was a different billing address than what we had, but at that time there was not We then tried to resend bills both times, and never got returned mail for thoseOnce your balance was sent to our collection agency, they are the one's that would notify you, and as the notes state on your account, and also as you stated, they did try to call you several times to advise you of this On 4/20/2015, you called about the issue and we verified with you that we did in fact have the correct billing address since you started services with us At that time, our customer service representative also sent you an email with all the dates that we bill out, when the bills are due by, and when the quarter ends Looking at your account, I do see where you just paid on 5/5/ With your bill being paid, we will be picking you up this Friday Since we have had the correct billing address for you, I would suggest that you get with your local post office to see why you weren't receiving your bills I do apologize that you were interrupted during your phone conversations with us, that is not our practice in Customer Service I do hope that from here on out, you do have a better experience with us, and we will strive to make things better We will see you this Friday!

*** ***,You contacted our office October 20th at 11:AM concerning your waste not being picked upDuring that call it was discovered that the other home on your property was inactiveThe driver left the stop given the inactive account for the other home on your propertyYou have since
reported "a man cave"After review we corrected your account and generated a work order for returnDispatch has business hours to complete a returnAccording to the work order your waste was collected the following business day, October 23, 2017.Please let us know if there is anything further we can assist you with

I have reviewed the response made by the business in reference to complaint ID *** and was not aware of the free month service given. Therefore, I do not expect nor would I want to receive any refund and consider the complaint resolved. Thanks to Local Waste Service for their rapid response

I records do show an on going service issueThe account reflects the last incident in July when Nicole returned your call, she performed the initial escalation to address your complaintUnfortunately it was only a temporary fix since on Wednesday 9/20/you report the issue represented itself
Customer service at this point has exhausted their abilities to assist, so this was escalated to an operations supervisor to addressOperations are often in the field as you know given Doug paid you a personal visit to get this correctedour apologies he was not available in the office at the time of your callDoug has addressed his crew and will be following up with his instructions to ensure they are being followed and exceptional service is being providedHe also mentions you have his personal cell phone so you are able to reach out if this issue were to reoccur

Mr***,You are correct you did not authorize services at the residence in questionThe contract with Pleasant Township initiated the service in the home owners name (*** ***)The debt for this property remains in her nameThe contract as well as the Ohio revised health code require weekly waste removal for all occupied homesThe balance stands on the property, no service will be provided until the balance is settledWe have discussed this matter in length since when the theft of service was initially discoveredSince that report multiple confirmed re-occurrences have been reportedIf you would like to begin service in your name the past due balance in required

Local Waste Services absolutely cares about each and every customer and would never allow retaliation to occurI have reviewed the route your services are on, and discovered it has had multiple drivers assigned; making it unlikely they are all aware of a complaintI am sincerely sorry you believe this to be the caseAs mentioned in previous reply you were contacted by a supervisor @ ###-###-#### on 12/18/:
12/18/9:54:AM: RETURNED PHONE CALL CONCERNING THE ABOVE COMPLAINT LET HIM KNOW I WAS TAKING CARE OF IT AND IF HE WISHED TO FURTHER DISCUSS IT GIVE ME A CALL AND OR GIVE ME A CALL IF IT DOES NOT IMPROVENR
and had yet to receive any feedback until recently that the situation did not improve; we otherwise assumed our steps taken as satisfactoryOperations took further measures for collection on 1/15/and has reported your containers were placed back in location they were retrieved fromThank you for you time please let me know all feedback as I wish to have this matter settled entirely and you content with your services

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

Local Waste Services entered into a contract with Madison Township on 9/1/This contract is for all occupied residents within the township to have trash serviceThis individual contacted our office in February of about receiving our statements (see below comments) we tried explaining the
contract but he would not listen to reasonWe offered him to contact Madison Twp to file for an exempt status but customer refused to do soAs per the contract with Madison Twp we are required to provide service & bill for that serviceI have included all communication that we (Local Waste) have had with this customer
Also per the contract with Madison Township Local Waste is required to maintain logs of addresses that do not put trash outThis address was not listed on this log for all of the months which represents the amount billed that the customer is disputingMeaning someone at this address was in fact using the service by placing trash out to the curb each week
2/7/3:25:PM: MR *** CALLED ABOUT GETTING ABOVE INV SAID HE WILL TAKE US TO COURT HE WILL NOT PAY THIS BILL TOLD HIM TO CALL MAD TWP AS THE PROPERTY OWNER IS RESP TO MAKE SURE THE RESIDENT HAS TRASH SVCKEPT REPEATING HE DID NOT CONTRACT US THEREFORE HE ISN'T PAYING ITMH
2/10/12:32:PM: listed address as vacant per madison twpnr
5/12/2:19:PM:DEBRA *** CALLED IN STATING SHE IS GETTING WITH AN ATTORNEY TO SUE US BECAUSE SHE NEVER AUTHORIZED US TO PICK UP HER TRASH SHE SAID THAT WE NEED A CONTRACT WITH HER IN ORDER FOR US TO CHARGE HER BECAUSE THE ELECTRIC AND GAS COMPANY DOES THAT CUSTOMER ADMITTED THE HOME WAS RESIDED IN BY TENANTS DURING THE TIME CHARGED EXPLAINED THE CONTRACT BETWEEN LOCAL AND MADISON SHE SAID SHE KNOWS WE NEVER PICKED UP TRASH AT THIS PROPERTY BECAUSE WE WOULDN'T BELIEVE THE STUFF THAT SHE CLEANED UP AT THIS HOUSE ONCE THE TENANTS LEFT ADVISED THE BILL IS A VALID BILL AND IS DUE SHE ASKED WHO WAS IN CHARGE OF THE CONTRACT WITH MADISON TWNSHP AND I SAID ERIC AND SHE SAID HER ATTORNEY WILL BE IN CONTACT WITH HIM SMS
7/9/3:58:PM: MR *** *** CALLED ABOUT BAL ON THIS PROP; ADVISED OF NOTES ABOVE...HE RECITED OHIO REVISED CODE 505.87; REFERRING TO MGT FOR FURTHER REVIEW AND UPDATE...KMB
9/8/2:03:PM: TENANT CALLED TO SET UP SERVICEADVISD BAL UNPAIDTO CALL LANDLORDTHANKED CEMC
9/9/3:30:PM: MR *** CALLED ABOUT HAVING SVC RESUMED AT THIS ADDRESS..RE-INFORMED HIM THAT IS DUE TO RESTART SVC-- HE SAID HE DOES NOT FEEL LIKE HE SHOULD PAY FOR THISTOLD HIM NO CHOICE-- HE SAID HE WILL MAKE A FEW CALLS INCLUDING ON YOUR SIDE..KMB
Local Waste Services & Madison Twp work together to help resolve all issues the residents feel they haveThis customer's tenant did in fact use the service and per the township the property owner is required to pay for this service as the responsible person for the propertyThis will be the case even moving forward for this customer

I am not concerned about the first can they removed! It's irrelevant, I am concerned about the xan I ordered that they told me they delivered on feb.10,2016,but in her response she saids tge 11th?? All I know is we never received the can,we have not touched it or seen it!!!! And I'm not going to ve responsible for paying for a can that I never had!!!! So whats the next step? Cause they are going to bill me for some thing i've never gottenI already filed a police report so do I have to take them to small claims court!!!!! I am not letting them rip me off for their neglecence!! I will see if the police can listen to the conversation whenbi called inquiring where is my can I ordered and they told me it was delivered on the 10th and I told them I never received it,seen it or touched itThey want to bill me per cycle for a can that I never got! And $if the can isn't here when I move!!! No, I don't think soAll I know is I ordered one,being charged for one and don't have one!!!!
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They said The account in questions went to collections on 9/30/for the third quarter of (July-Sept) for the amount of On 10/30/a partial payment for was received, when an account goes to this status there is a collection fee added to settle the balanceGiven this account had not had any prior collection issues the standard is to activate and bill the feeOn the same day, the account was billed for the fourth quarter services (October-December 2014), no payment was receivedOn 1/1/the account was charged for the first quarter of (January-March 2015) bringing the account balance up to for months’ worth of service. So why would they bill again, the same day they sent it to collections??? This in itself should have stopped all service, since no payment was made which means nothing should have been reactivated. No one knows about this so called reactivation payment thing they are reporting. My recent call to them about the bill which they said was now 158.00, over a year and they have not sent any bill, no contact from collections at all and you cannot even tell who the collection agency is on my credit report. no statement was received and has not been received since 2014kinda funny how my credit reports shows and they are reporting I owe and/or depending on who you talk with. This is just a response to part of they're reply. The piece about logs is total fraud and the whole cul de sac sign that I had not use trash service for at least yrs, and is contrary to what staff said on my last call "that they have computers in the trucks" so which is it logs or computer

Dear Ms***, Local Waste Services apologizes that you have had a bad experiencePlease be aware that you called us on February 12,and stated that we missed you on Tuesday February 10thLWS driver had your address marked as 'Not Out' at 2:p.mon your service day 2/12/you then
went on to say not to worry because someone had picked up your stop that day Thursday 2/Later that day we received another call from your fiance stating you were mistaken and your home had in fact not been serviced and demanded a creditAfter receiving mixed information from you LWS said we would gladly return to service your home and you demanded a credit insteadYour next service day on February 17,you called once more and stated that we did not pick up your trash that day Once again, a different veteran driver had you marked not out at 8:a.m You then stated that our driver must not know where your house is located, so we gave that same driver your address and nothing else, while you were on the phoneBefore the end of our conversation our driver was in front of your home to now find trash sitting at the roadAs we have been speaking over the phone, LWS has policies in place to monitor your account from here on out LWS does not find it fair to issue a credit to the customer finding that the trash was picked up once it was set to the curb Hopefully, in the future this issue is no longer a problem

After speaking with our supervisor, *** ***, he informed me you were unable to provide a truck (unit) number or time this incident may have taken placeYou did however state it might have happened on North and the damage is high up on your windshield so it must of came from a large truck
like oursMost anytime (99% of the time, with the possible rare occasion) LWS trucks are driving North bound on it is after leaving our facility empty, or leaving the landfill also emptyTherefore if something did leave our truck and hit your windshield it would most likely be a rock or road debris lifted from a tireThis would in fact be classified as a 'Road Hazard.' Given the lack of information provided, Local Waste Services was still willing to compromise with you and gave you our insurance providers contact information and our claim number*** provided this to you after your first conversation, please understand he would not intentionally ignore you, he just simply had no more information to provide to you given that it was now out of Local Waste Services hands and would be handled by the insurance companyOur insurance provider has also claimed this as a road hazardYou have disputed an amount of $1,for a Jeep Wrangler windshieldMr***, I'm a proud Jeep owner myself and have asked around on pricing to replace my windshield if neededI have not received a quote over $Please understand Local Waste Services would be happy to help in this situation if you were able to provide accurate information proving this was one of our vehiclesunfortunately, that is not the case hereWe left it up to insurance adjusters who receive these types of claims regularly and they have agreedWe wish you luck in your repairs.Bests,

I have reviewed your accountThe account was not sent to collections in error but a result of nonpayment to the accountSince it was a tenant who caused the account going to collections in your name Local Waste Services agreed to have the "ding" to your credit removedAfter closure review it is a
fee that was due, but Melissa failed to collect from you prior to restoring services at your rental propertyDue to this being a failure of an employee at the time I have credited your account the fee that was charged to your account after the collections activity on your account was audited. We apologize for the inconvenience and confusion on your account

We did not bill after sending you to collections, your account was billed after payment was receivedThis is the procedure for all occupied homes in a contracted areaThere are only a few reasons for an account to not be reactivated, vacant, in collections or an exemptionWhen payment was failed to be remitted for a second billing cycle your account again went to collections The piece about the logs is percent accurate as the township is aware we provided these weeklyDuring this time paper route sheets were in affect and manually keyed dailyOn June 15, 2016, we upgraded our software allowing for on board PC's moving us to a digital system allowing a different way to track and still provided to the township weeklyAttached you will find a screenshot of your account is shows the time frame in question and the financials on your account keep in mind this is lesser the collection fees assessed when assigned to our agencyAfter researching the collection activity, we have discovered your second collection amount never updated correctly in their system but remained for the original (44.79+12) vs updating to (98.58+12)You are absolutely correct that trash service has not been provided for some timeYour account has been in collections since 3/31/2015, about a year and a half we are not disputing thisAfter reviewing our logs for this 6-month period and not one “not out” reported we genuinely believe trash was removed from your propertySince your dispute, we offered another venue of documentation to hopefully correct this before further action was takenThis Revdex.com complaint is your first contact with us since 1/16/You stated that you were in Florida during this 6-month time frame and have requested vacancy confirmation which is easily provided with a minimal utility usage for the propertyAt this time, we have exhausted all attempts to explain the procedure and no longer wish to allot further resources on the matter, we accept the lossWe are removing the balance from collections

Mr***,Local Waste Services started a contract with the Village of Johnstown 1/1/We were provided a list from the Village that is my understanding was provided from the water billing for the VillageOur first contact with you was 2/22/At that time mailings had been mailed to
notify the residents in our billing system (welcome letter, statement, past due notice)The representative mentioned at that time to contact Johnstown for an exemption since the only information provided was that you did not want service at your residence, not that you were not part of the VillageThe procedure was/is to contact Johnstown to approve that trash services were not required at your residenceDuring this time it would have probably come to their attention that you were not part of the contract leaving plenty of time to prevent the account from going on the collections track.Our second contact was this morning at 8:(5/10/16), during this conversation you mentioned to the representative you were not part of the Village contract and that an account should not have been startedWe were able to verify this information and cancel all collection activity immediatelyIt is my understanding the representative was solely trying to provide an answer for how this account started in the first place and that this was to no fault of our own.I did take the time to ensure the account was removed from our collection department and was able to confirm that no negative activity to your credit has occurred.I apologize for the length of time to took to handle this matter and 100% understand your frustration as this was also to no fault of your ownI hope this resolution is satisfactory, please let us now if there is anything further we can assist your with

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***