Local Waste Services, LTD

[redacted],Your account reflects you have been contacted and a satisfactory resolution has been reached. Please advise if there is anything additional we can assist you with.

Attached you will find GPS verification for service on: 9/15, 9/22, 9/29, 10/6 and 10/13. Every time our driver completes a stop on his tablet our GPS tracking system reflects the exact location of our truck and tablet in use. As you will see LWS has serviced your location once a week every week on Thursday since 9/9/2016. The GPS as well as the tablet reflect the exact same time the stop was completed. There is no way service did not occur. I find it very unfortunate given our long service history with you showing excellent service reported by yourself that this is not satisfactory. We have exhausted all venues of correcting the service issue, from all research I have performed the temporarily service issue has been resolved. I will schedule your container for removal 12/30/2016.

Mr. [redacted], you stated that we took your trash can on 6/19/2014.
As I review your account, it looks like we started this up on 3/18/2014 per the
city of Groveport.
On 3/21/2014 you called us because you had received a bill and you didn't
believe that you should have to pay it because you...

didn't want our trash
services.  On 4/10/2015 you called regarding the same issue as 3/21/2014.
 We advised both times, that per the city of Groveport you are required to have weekly trash
services.  Then on 8/27/2014 you called and stated that we took your trash
can two months ago and you stated that we told you to go buy another one and
send us a receipt and we would deduct it from your bill.  Mr. [redacted],
please understand, since we have been operating since 1999, we have never had a
policy in place that represents your claim.  Our policy for trash cans that we may accidentally
break, is to give the customer one of our warranted trash cans to use for the
time they are with us at no charge. The last note we have on your account prior
to 8/27/2014, was on 4/10/2014.  If in the future, we were to ever break or take your trash
can, then all you would need to do is call us to report it, our customer
service representative would then give it to a supervisor and they would handle
it, and from there the end result would be replacing the trash can with one of
our warranted trash cans.  We would never
give a credit or deduct anything from a bill.

We just moved from Obtez and it is not 3 years old

Mr. [redacted], as you proceeded with our insurance company your claim was reviewed and denied due to lack of evidential support. We have provided you with all the information we have and are unable to help you in any further manner. LWS wishes you luck with your issues moving forward. Thank you for your understanding.

Dear Mr. [redacted], here at Local Waste Services, customer service is our top priority.  We apologize if you felt like you received poor customer service.  You stated that your desired settlement was February and March service because you didn't receive pickup in these two months.  As...

your account shows, you called to cancel your services with us on February 4, 2015. After talking with you today, you were informed LWS would gladly issue a $9.92 -- simply mail in your request and self-addressed stamped envelope to our refund department.  As for the credit that you received from [redacted], which is $19.85, you would have to contact [redacted] for that credit as the customer service representative told you as well, this money was paid to your previous hauler, and unfortunately LWS has never seen this money during this acquisition.  It was only applied to the account as a credit given the information provided by [redacted].  However, your account has not been charged from February 4th on (including March of 2015). Please be aware that in the month of December all [redacted] customers who we acquired, were picked up for free the whole month as a courtesy from Local Waste Services.  Given that the previous hauler was not able to do so.  The transition of bringing all the customers over from [redacted] in the beginning of January was difficult as [redacted] did not send over all the correct information for routes and so forth, so I apologize if you may have been missed due to that.  Moving on, as a courtesy, LWS would gladly send the $9.92 to your address if that is what you would like to do. The reason our policy is to send in a self-addressed stamped envelope is because most customers who cancel with us, are moving to a different address so this way there is not any confusion.  Please be aware, as stated above, if you would like the credit brought over from [redacted] you will have to contact them for that credit.  If you cannot get a hold of [redacted], we can definitely try to contact them for you but just keep in mind, as others cannot reach them, we cannot promise that they will contact us back.  Again, we are sorry that you did not receive the best experience here at Local Waste Services.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Thank you for the new garbage can.  I appreciate it.

When I talked to Mr Dehays  he said I had to finish my contract with a 60 day written termination  even though I had tried to contact Ryan [redacted] for 2 months without  any response  He said he would change my pickup to weekly for the same price as I was paying...

previously
    I was to have a pickup on September 16, I did not receive that pickup, I called Mr [redacted] on Friday, the 16   without a response to date my trash is still sitting there  My contract also, states that all calls will be returned in a reasonable time  I do not feel that this company has handled this in a timely amount ot time

Ms. [redacted], On 12/28/2017 you contacted our office to begin services at [redacted] Urbancrest, OH 43123. At this time, you were advised that due to a balance left on the property we are unable to begin services and to please contact the property owner. Balances stick with the property and...

ultimately the owner is responsible. The owner contacted LWS, and we confirmed the amount due to restore services. On 1/3/2018 during this call you provided your contact/account information and was transferred to the payment line. You were advised that when payment post we would start your account and send you out your first quarterly bill to the property. On 1/4/2017 payment posted and a new account set up under your name billing you thru the end of the quarter 3/31/2018. LWS did not request you pay the past due balance for a previous resident and are not involved with whatever you and your landlord decided concerning the balance.  If you did in fact move into the home after 12/28/2017 when you called to establish services simply provide a copy of you signed lease effective date and we will be happy to adjust your statement. Concerning employment for [redacted] was terminated with LWS on 12/28/2017 as a result of two “no call, no show’s” for work after numerous call off’s during his short employment from 11/28/2017 – 1/2/2018. Upon being hired he signed a payroll deduction policy that states if terminated within the first 60 days of employment LWS will deduct the cost of the per-employment drug screen from his last paycheck. Given his employment only lasted 31 days his paycheck was deducted. Please see the attached termination form [redacted] signed acknowledging this deduction. If you have any further questions pertaining to his employment feel free to email: [email protected] .

We are sorry to hear about your experience with our services, it is unfortunate operations was unable to fix the service issue. Local Waste Services absolutely provides refunds to our consumers. In the industry which we provide services there are many reasons people cancel, the main reason being...

relocation. This is why we require the self addressed envelope leaving less room for error and checks being lost or possibly needing reissued. There is a cost to re-issue or cancel a check. Another reason is we often have accounts that are paid by both the owner and the tenant so this process keeps the refunds going to the person actually making the payment. We do our best to keep cost low so we can provide affordable service. I am able to authorize an exception in this instance and will have a refund check mailed to the billing address on file in the account holders name. My apologies for the frustration just please understand there is a reason there are procedures set in place and our representatives are expected to follow.Please let us know if there is anything else we can do to assist.

Mrs. [redacted]Local Waste Services certainly does not want you to feel we are being difficult. From your account history, the opposite is reflected, I found no service issues, an awesome compliment on our crew and even set up a payment plan with you during a financial hardship. Recently it has come to...

our attention that theft of service was occurring with an inactive neighbor utilizing the services you pay for. Residential rates are based on one household, by picking up two residences for the price of one we lose money. Losing the ability to keep you rates low or continue provide excellent service. We apologize for the inconvenience but hope you understand the impact theft of service has, not just on you but the community. For assistance reporting this matter you can contact the city or township code enforcer where you reside or report it to the illegal dumping line: ###-###-####.If you are able to have only your refuse curbside on 1/6/17 I will have a truck in the near vicinity and will have you collected, please let us know if this will be possible so this can be arranged.

Mrs. [redacted],The can you have at your residence is a Waste Management can. Waste Management stopped servicing the Village of Groveport in 2012. Aging this can to a minimum of 5 years old, chances are older. It is rare a new can is delivered in the waste industry. Local Waste Services attempted to...

repair the container upon your request. The damage visible in the attached photo show the "front tub" is split; a combination of over-weighing the can and/or brittle plastic that occurs with the temperature changes we endure frequently in Ohio. Local Waste as well as Waste Management offer a lease cost to maintain containers, unless you purchased the can Waste Management extended this cost as well. If purchased then you may be able to contact WM to see if there is a warranty. In order to keep cost low for services containers are optional. We are happy to service personal cans or bags curbside. We can provide a 1 year rent free, after that time frame is exhausted you will be billed 2.50 per month billed 7.50 quarterly making your bill 49.26 VS 41.76.

Containers are maintenance thru the hauler and either have a lease fee or is included on services. Local Waste will deliver a can for your use for no additional charge. When the shelf life of the container is exhausted you can choose to purchase a personal can or lease one.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no...

reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:  the business LWS has made no effort to contact me  !!!
Regards,
[redacted]

[redacted] After reviewing your account, I see you contacted our office on 9/18/17 regarding a missed trash pickup. From our records, we returned same day and completed the reported missed pickup. The second report of a miss occurred on 1/2/18, our records indicate that we returned on...

1/4/18 to service all missed material. I apologize that the return took longer than expected, generally all returns occur within 24 business hours. Being on a delayed holiday in addition to dealing with inclement whether operations returned as quickly as they could. Please understand, if we do not receive a call reporting service issues, we miss the opportunity to correct the mistake. If at any time you ever have service issues, please do not hesitate to contact our office or email us a service request. We are more than happy to accommodate a return to correct a service issue and ensure weekly pick up for your residence. For the service issues and the inconvenience we have applied a one month credit.  Violet TWP obtained the contract for exclusive trash service to keep refuse costs low for all residents. This also benefits the township by keeping down the amount of heavy machinery on local roads. For other specifics concerning the contract or options please contact Violet TWP.

Mr. [redacted],The balance is from 2011 when your township began an exclusive residential contract with Local Waste Services. Our billing department has discussed and explained this balance with you on many documented occasions. You and your reported ex-wife owned adjacent properties. On more than...

one occasion your trash was found at her residence and left by our drivers. During one conversation, you mentioned you were under the impression that given you co-owned the properties it was okay to set your trash at the other property ([redacted]), each occupied home must have its own account. Our prices are based on the amount of trash accumulated at a single residence. Sharing service is not permitted, as explained in our attorney general response to your same complaint in 2014, this is considered theft of service.The property you were sitting your trash at is no longer owned by Ms. [redacted]; the new resident has also reported illegal dumping. As a result, in April 2017 you were mailed a "cheater letter" concerning theft of service. Your account is inactive and not being billed given its collection status. You have not been billed for all the occasions your trash was found sitting at another location. It is only fair you pay for the trash produced at your residence that you knowingly sat illegally with an active account. You report residing in this home for 20 years; we have serviced this township since 1/1/2011. It is mandatory that all occupied homes have weekly waste removal. You have only been billed for 3 out of the possible 84 months (7 years) that you report your home being occupied during the contract. That is a total of $1,217.43 that has not been billed.  Local Waste Services will continue to refuse service until the balance is settled.

I am rejecting this response because: While they did return two days later to pick up the trash, the company failed to mention this was after we called and requested this service three times.  When we called the first time, we were told they would return the next week.  After requesting pick up this same week, we were told they would pick up the trash 1/2, as it was early in the day when we spoke.  This did not happen.  To receive the promised service took two additional phone calls.  On one final note, it is not always the cost of service that needs to be considered.
Regards,
[redacted]

Mr. [redacted],
I apologize for your frustration and absolutely wish address and rectify this situation. I do see your initial complaint noted on 8/14/2015 where the representative took the standard steps on a first complaint by adding route notes and placing a work order making the driver aware....

A second complaint was made on 12/18/2015 where you spoke with the same representative; at this time she escalated the matter to our customer service supervisor also standard procedure. The notes on the account from the supervisor reflect she took further measure with the driver and did contact you at: 614-868-5006. Please see below:
8/14/2015 9:45:31 AM: CUST CALLED ABOUT HIS CANS BEING PLACED IN THE STREET. ADDING ROUTE NOTES. HE SAID IF IT CONTINUES HE WILL BE GOING WITH ANOTHER COMPANY. LB
12/18/2015 9:41:54 AM: CUST CALLED TO SAY THAT WE LEFT HIS CONTAINER IN THE ROAD AGAIN, HE IS REQUESTING THAT A SUPERVISOR CALL HIM. ADDED VALID PHONE NUMBER. EMAILING ROGUE. LB
12/18/2015 9:54:02 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 IMPROVE. NR
We have not since received any further correspondence or reports indicating this was not resolved. The date of occurrence for your complaint thru Revdex.com is: 8/1/2015. Please advise if this complaint needs further attention or if the purpose of your complaint is to merely place this on record.

I am showing that we did set the location for weekly service on 9/9/2016 with no issues. I checked into 9/16/2016 and am showing this is not a service day but 9/15/2016 rather. This route runs from midnight to noon and collects your stop every Thursday 9/15/2016 was no different. Services since also seem to be going just fine without error. We hoped that providing additional service at no additional cost would resolve previous service issues. You have been quite the long time loyal customer; I am showing your account started in 2003. From the service call records we have collected thru the years you have reported excellent service rating, I have attached these for your records. I understand your interaction with the most recent representative Mr. [redacted] has been less than exemplary, Local Waste Sincerely apologize for his lack to address all concerns in a timely manner. This rep is no longer with our company. We sincerely wish to retain your business but understand if you want to cut ties, it is my understanding your contract expires 1/1/2017. If you wish we will acknowledge this as a notice to terminate services and remove the container no later than 12/31/2016.

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards,
[redacted]