Local Waste Services, LTD

Local Waste Services provided a bulk removal at the address provided by you. We are not contracted to provide any services for your location otherwise and would not have went to the address provided without request. Unfortunately the balance will remain for the service provided.

By no means do we want to you double pay for the same billing period, the only reason you received a bill for two quarters is because there was not a payment posted on your account. The initial call on 1/12/2017 specific payment information was not provided by you in order to locate where your...

payment landed. During the second call, you provided the information necessary to locate the payment. When the payment was processed thru our automated system the account number of [redacted] was supplied VS your account number [redacted]. Your payment of 41.01 has been moved to your account crediting the fourth quarter charges for 2016. In addition, we credited the 3.00 late fee that was applied as a result on 11/15/16, bringing your account balance down to just the first quarter charges of 2017 (January - March) of 45.28. I have attached a copy of this statement for your records.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  PROVIDED the credit for the time I was not receiving trash service has been adjusted/credited to my bill, and I receive a statement showing the credit, I will pay in full from this point forward for services received.

Ms. [redacted] I have reviewed the account and see your call was returned Monday morning as a result of the message you left on 8/11/2017 at 4:19 PM. According to notes there has been a satisfactory resolution. Please let us know if this has not been handled to your satisfaction or if there is...

anything further we can assist with.

Unfortunately is is company policy to not services a suspended account once the suspension occurs. Furthermore with the prior quarter going to collections it is policy to no reactivate your account until the payment post to your account. I did check your account and see that a payment posted...

6/17/2016 restarting your services. Local Waste does provide unlimited household refuse removal so all of your refuse should be collected assuming it was available curbside.

I am rejecting this response because:
   The reason for my refusal is that currently the only outfit that has the right to apply their bills to the property owner is the water and sewage. That's government and you have to sign up / contract for the water and sewage. Trash removal is not mandatory by law. The law that Madison Township referenced is the nuisance law in Ohio Code and it does not mandate that all occupied residents are to have trash pickup. Since I make my tenants responsible for trash removal, some of them take their trash to their work place (I've been told) to save money. If the public allows these type of deals to go on, what stops the property owner being responsible for other items like electric, gas, phone, or even cable tv that a tenant may have. This is my issue with this bill from Local Waste, its not my bill. I did NOT sign up or contract their service. According to Local Waste, Madison Township is the only township in Franklin County that is saying that the property owner is responsible for trash removal bills from them. The nuisance law states that it is property owners responsible if it is a nuisance that can be your lawn is too high or any nuisance not mandatory trash removal by a company. It does include that if I do want this type of service to use the service that is contracted by the township.

the receptacles are now left in the driveway,  - in the middle of the driveway.  We have had to get out of our cars for the last two weeks and move the cans so we could get to the house.  Local doesn't care about their customers and I find this action to be retaliation to my complaints.  I still have not had any  communication from Local.  This company just doesn't care about a long time customer!

Ms. [redacted],
I am sorry to hear about the trouble you have had obtaining a trash can. I have reviewed your account as well as the other property your landlord owns and it seems the confusion is between you and your landlord. The container for your property [redacted] Dr was: [redacted], it was...

originally delivered to the property well before your occupancy there here are the notes from the account for your address:
8/28/2013 9:56:25 AM: DELIVERED TOTER # [redacted]
On December 28th 2015 you called to begin services at this time you declined a toter at your property and a work order was printed to remove the one on site, here are those notes:
12/28/2015 9:05:02 AM: NEW TENANT AT THE PROPERTY CALLED TO BEGIN SERVICES, CHANGED NAME FROM L[redacted] M[redacted], [redacted] DECLINED TOTER SAYS THEY HAVE SOME, AFTER REVIEWING THIS ACCOUNT WE NEVER REMOVED THE TOTER FROM 2013 AND FROM THE APEARANCE IT HAS RENT HAS ALWAYS BEEN PAID AND THE ACCOUNT WHERE L[redacted] M[redacted] MOVED TO THEY HAD A TOTER DELIVERED PRINTED WORK ORDER TO REMOVE TOTER ON FILE. NR
This is when the landlord got involved:
12/29/2015 11:23:25 AM: [redacted] RENTALS CALLED TO SAY THAT IF WE DO HAVE TO ADD A TTT FEE TO SEND THEM THE BILL [redacted] RENTALS PO BOX [redacted] COLUMBUS OH 43209. HE WILL GET IN TOUCH WITH TENANT TO MAKE SURE THAT THEY ARE SEARCHING AROUND THE PROPERTY. LB
On 1/4/2015 we were able to finally get the original toter that was delivered 2013 removed:
1/4/2015: REMOVED TOTER#[redacted] BY GREG M ON 1/4. REMOVED FROM FRONT SCREEN AND TOOK OFF BILL. IF THEY CALL THEY DO NOT NEED TO PAY THE QUARTERLY TOTER CHARGE UNLESS THEY WANT IT BACK. CT
This is where the other property owned by the same landlord came into play here are the notes from [redacted] Dr and our communication with the landlord:
12/23/2015 4:07:53 PM: TENANT CALLED TO CANCEL SERVICES. MOVING. PRINTED WORK ORDER FOR TOTER REMOVAL. LB
1/5/2016 3:53:35 PM: ATTEMPTED TO REMOVE TOTER NOT OUT ON 1/4. CT
1/8/2016 3:00:01 PM: REATTEMPTED TO REMOVE, NOT OUT ON 1/6/16 CHARGING TTT FEE/. LB
1/13/2016 4:02:55 PM: OWNER CALLED TO SAY THAT THE TOTER IS ON THE GARAGE SIDE OF THE HOUSE. THERE IS A PIECE OF WALL THAT STICKS OUT AND MAY HAVE BEEN BLOCKING IT. AS A COURTESY REPRINTING WORK ORDER TO HAVE IT REMOVED, ADVISED HIM THAT IF WE ARE STILL UNABLE TO RETRIEVE IT WE WILL HAVE TO REISSUE THE $75 CHARGE. I CURRENTLY DELETED THE TTT FEE UNTIL WE REATTEMPT. LB
1/15/2016 9:00:02 AM: ATTEMPTED TOTER REMOVAL AGAIN WITH NOTES AND STILL NOT ABLE TO RETRIEVE. CHARGING TTT AND SENDING BILL. CT
2/3/2016 4:26:05 PM: CUST CALLED TO SAY THAT HE FOUND HIS TOTER AT [redacted], HE HAD ANOTHER CALL AND WILL CALL BACK. LB
2/3/2016 4:31:05 PM: [redacted] K[redacted] (OWNER) CALLED. FOUND TOTER #[redacted]. WANTS US TO REMOVE TTT FEE. PRINTED W/O TO REMOVE TOTER AND ADVISED WE COULD REMOVE FEE WHEN WE GET THE TOTER. ALC
2/4/2016 12:06:56 PM: REMOVED TOTER# [redacted] BY GREG M ON 2/4. CT
On the very same day you contacted us concerning toter at her address [redacted] Dr, here are the notes from that conversation:
2/4/2016 12:47:53 PM: CUST CALLED ABOUT NOT HAVING A TRASH CAN. SHE TOOL ONE FROM ACCT# [redacted] AND WE REMOVED IT. SHE SEEMED CONFUSED ABOUT THE WHOLE SITUATION AND YELLED THAT [redacted] NEEDS TO BUY HER TRASH CAN. ADVISED THAT SHE WOULD NEED TO PAY A RENTAL FEE IF SHE WANTED TO RENT A TRASH CAN. SHE WANTS IT SO PRINTED W/O AND ADVISED 7-10 BUSINESS DAYS. ALC
As a result we delivered a can:
2/11/2016 2:44:45 PM: DELIVERED TOTER# [redacted] ON 2/10 BY OTTO. ND
2/12/2016 2:54:17 PM: CUSTOMER SWEARS SHE DID NOT RECIEVE THE TOTER GAVE HER THE TOTER # TO LOOK OUT FOR IT, TOLD HER I CAN PRINT A REMOVAL BUT IT NEEDS TO BE ON HER PROPERTY OR COULD BE CHARGED FOR MISSING TOTER, SHE THEN TRIED TO SAY SHE NEEDS TO FILE A COMPLAINT BECAUSE SHE HAS HAD NOTHING BUT TROUBLE FROM US SINCE SHE MOVED IN STARTED TALKING ABOUT THE TOTER SHE TOOK FROM ANOTHER PROPERTY THAT WE THEN REMOVED AND THAT IT IS OUR FAULT SHE WENT AND GRABBED IT SINCE WE GAVE HER THE TOTER # AND TOLD HER TO FIND IT, THIS DID NOT HAPPEN I DO NOT SEE IT IN THE NOTES FURTHERMORE THE TOTER BELONGED TO ANOTHER PROPERTY AND HAS NEVER BEEN ASSSOCIATED WITH THIS ADDRESS. SHE DOESNT WANT TO PAY FOR SOMETHING SHE DID NOT GET SHE WANTED RENT GONE I DECLINED NOR DID I CREDIT ANYTHING SHE HAD THE "STOLEN”TOTER THE ENTIRE MONTH OF JANUARY AND SHE ONLY WENT 6 DAYS FROM 2/4-2/10 BEFORE SHE RECIEVED A TOTER BACK. SHE THEN COMPLAINED THAT WE DID NOT PICK UP HER BAGS YESTERDAY, SHE IS MARKED NOT OUT FOR COLLECTION @ 9.26 AM SHE SAID NO IT WAS OUT THERE BUT MAYBE THE TRUCK BLOCKED IT I ASKED IF THEY WERE WHITE BAGS (BLENDS IN WITH SNOW) AND BOOM SHE JUMPED ON IT, I DO NOT BELEIVE HER TRASH WAS OUT. SHE THEN DISCONNECTED THE CALL SAYING SHE IS FILING A COMPLAINT ON OUR COMPANY IN ADDITION A POLICE REPORT AND GOING TO LOOK FOR THE CAN # THAT I PROVIDED.NR
LWS did bill for the entire quarter since this property was in possession of a toter for the entire quarter with the exception of 6 days, this does not merit a credit. Your original toter that was removed ([redacted]) was only removed because you declined the rental stating you already had one on 2/28/2016 however the tote in your possession was LWS’s, so we removed it. LWS us not require a trash can for service we will service bags boxes or any container out for collection. We require two things:
1. The trash is out for collection when we arrive (no later than 6:30 AM)
2. The trash is contained
Please refer to our Service guidelines for your area that I have attached for future reference.

As a courtesy we will deliver another can if you wish and credit one month of rental (Feb) since you state the container we show being delivered on 2/10/2016. I unfortunately am unable to lease a container to you free of charge we have made at least 3 trips to your residence alone attempting to recover and/or deliver equipment delivery charge is 10.00 none of which we have charged your account. Please let us know how you wish to proceed.

I found the response from LWS to be insincere and incomplete. To me it appears that rather than trying to genuinely resolve the lack of service they continue to falsely place blame on their customer. Up until the first incident on Feb. 10 LWS had picked up our trash when we put it out. The following week our trash was not picked up again. This time I called before 5:00 to speak with someone about the issue and they had a driver return for a pick up. I was told that our trash was not out that morning when the driver went by our house. The trash was put out the evening prior to pick up. I even mentioned that it was snowing when the trash was put out and that there were no longer any footprints leading up to the trash cans since the snow had covered them up and that if we had put our trash out after the driver drove by there would have been footprints. Apparently this was not a valid reason to LWS because I was still told that the driver said it was not out. I was also unimpressed by the comment that I would not receive a credit for the previous weeks' trash because they picked it up on Feb. 17 with the new trash. When I questioned if there was a new driver on the two weeks missed I was told it was the same driver (one of their best), yet in the response they stated that there were different drivers. Also, I was not given the option of a return trip to have my trash picked from the first incident up because they said I did not follow policy and call within 24 hours. Their response failed to comment on the fact that they had not provided me with any policies to follow. In fact, after the first incident I discovered that two other former [redacted] customers that are now serviced by LWS did not receive any policies like they said were mailed to all new customers. I did not receive the policies until after the second incident.I no longer wish to waste my time or the Revdex.com's time and resources on this trivial matter. I believe my point has been made in showing that LWS does not follow the Revdex.com Standards of Trust. "Honestly represent products and services, including clear and adequate disclosures of all material terms" does not seem to be a part of what LWS does. Nor does "Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy" seem to apply to their operations. I advise anyone considering LWS for trash collection to think about the above issues and decide if it is worth making a commitment to a company that provides poor customer service and does not take the work of their customers.

Your
location is a difficult stop to service with surrounding obstructions. The
casters on your container are mandatory in order to place the box in a position
that we are able to empty. I agree the repairs should have been top priority in
order to continue service. The procedures we have in...

place for this type of
damage was not followed, the result was less than satisfactory and are being
addressed. The account notes reflect a conversation with your representative on
10/22/2015 at which time we agreed to remove your container; this usually takes
5-7 business days to schedule. It is my understanding operations was able to
remove the container from your location earlier today (11/4/2015). Local Waste
Services strives to provide the best refuse service in central Ohio, we regret not
leaving you with this impression. We hope you accept our sincerest apologies
for the inconvenience we have caused.

Local Waste Services is the exclusive hauler for Madison TWP. In order to keep cost low the township initiated in to a contract guaranteeing us all homes with in Madison TWP. It is cost effective to have more stops on a given street than just an handful leaving more drive time and more expense....

Residence are able to transport the the local landfill and a receipt is always provided, we have had the receipts provided and would be happy to supply you an example. Since your account was in collections we did not service your address for 8 months, this trash went somewhere it is up to you to prove that is was legally disposed of and not set with neighbors where we still collected it or in one of our dumpsters across Madison TWP. Your balance was settled on 5/27/2016 in response to the Madison TWP non compliance letter for residing in a residence without weekly pick up that is mandatory.  Your pick ups include unlimited trash service, we pick up all of the accumulated trash. We only back billed 1 quarter when you were without services for 2 quarters and 2 months. I have credited 27.86 for April and May in good faith we did not collect and dispose of accumulated trash on your first pick up 6/3/2016. Going forward if the account lands in a collection status you will be billed traditionally and charged the entire quarter unless your provide disposal receipts for where your refuse went. LWS is unable to cancel a residential account within Madison TWP if the home is occupied, services are mandatory.

As I mentioned in the first response we will credit only 3.00 for February, you had a container in your possession for the entire month of January that we removed on 2/4/2016. We also agreed to deliver another toter to your residence since you are reporting you never received one on 2/11/2016. Toters are 3.00 a month billed 9.00 quarterly. Rent for march will still be valid.

Mr. [redacted],You requested for Local Waste Services to remove 1 of your 2 carts on 8/9/2017. Removals take 7-10 business days to process. The container is not required to be curbside and actually suggested to not be, rather visible from the street and not behind any locked gates. We arrived on one day...

later on 8/10/2017 and the container was not available for removal. Local Waste always attempts removals a second occasion prior to charging an equipment fee or trip fee, the second attempt was made on 8/14/2017. This occurrence you were only charged a trip fee, we believed this container to still be in your possession. After the second attempt we will not reattempt until another request is submitted. On 10/16/2017 you called to again request the removal at this time we advised to make sure we could access it for removal. Then on 10/23/2017 you called to inquire if we had removed the can. At this time, we discovered you were missing a can and charged accordingly. Local Waste provided a serial number for you to hopefully spot the container at an adjacent property for removal. Due to your assistance and due diligence your container was recovered at a neighboring property. We do not believe they "stole" the can, 1[redacted] Ave had a request in for a delivery. With the can curbside they may have believed it was theirs. The container is still there and we cancelled the delivery for that property. All charges for the equipment was credited to your account on 10/27/2017. I just credited the 10.00 trip fee for our first two attempts also. We apologize for the confusion, please let us know if there is anything further we can assist with.

On 2/2/2016 you contacted our office for a bulk pick up of two items: a couch & mattress. We scheduled a pick up of these items for 2/8/2016 for a cost of 20$ each. Upon arrival at the requested location only a mattress was available for service as agreed we did collect and dispose of it....

After  the work order was turned in for billing the following day charges on the account were edited:2/9/2016 9:45:25 AM: TYLER REMOVED ONE MATRESS EDITING CHARGE TO REFLECT JUST ONE BULK ITEM REMOVED AND MAILED STATMENT SCANNED WORK ORDER INTO SYSTEM 97165.2.8.16. NROne of our supervisors personally performed the service you requested. Attached is the work order that was printed and returned for the bulk pick up. We also did not charge you for the couch that was not available for collection when we arrived. Local Waste services performed a service as requested, as a result you were billed for that service. Your account balance is 20.00 and if is not settled by 05/08/2016 will be sent to collections.

The
account in questions went to collections on 9/30/2014 for the third quarter of
2014 (July-Sept) for the amount of 44.79. On 10/30/2014 a partial payment for
44.79 was received, when an account goes to this status there is a 12.00
collection fee added to settle the balance. Given this account...

had not had any
prior collection issues the standard is to activate and bill the fee. On the
same day, the account was billed for the fourth quarter services
(October-December 2014), no payment was received. On 1/1/2015 the account was
charged for the first quarter of 2015 (January-March 2015) bringing the account
balance up to 95.58 for 6 months’ worth of service. On
1/16/2016 you contacted our office stating that you had been in Florida since
September, at this time the representative said she would go thru our “not out”
logs to attempt to prove service had not been provided. Your address did not
appear on these logs one time resulting in no credit given. In order for a
credit to occur you then must to prove the home was unoccupied during this time
frame proving no trash was produced or removed, this can be done with a bill
reflecting minimum utility usage during this time frame. This did not occur.
Keep in mind you made a payment on 10/30/2014 reactivating this account a month
after you reporting not being in the home but in Florida. You did not respond
to the statement mailed or the past due notice sent. There was no notes or
contact leading up to this payment requesting to keep the account on a vacation
hold. Local Waste Services has not had any communication with you since
1/19/2015 when our representative called to let you know the result of her
research and what documentation you would need to provide. Generally, payments
are received to reactivate an account unless instructed otherwise. The balance
then moved to a collection status again on 3/31/2016, 5 months after the first
statement was sent. There was plenty of time to avoid this action had
documentation been provided as requested. From
all my research, I believe the charges are valid. If you are able to supply
something showing your absence during this time frame I will be more than happy
to adjust the collection amount. Local
Waste Services Management

[redacted], We are disappointed this has been your experience. But wish to rectify all reported complaints. I have reviewed our automated payment line and currently your account number is working properly thru this system. It is possible the payment line was experiencing temporary technical issues or a glitch. For security purposes and in order to keep your payment information secure our customer service representatives cannot process payments. Leaving the payment line, web portal, cash, bill pay or [redacted] as payment methods. If you would like to supply your phone number there is an authorized representative that can call to process your payment and/or set up auto pay for you (there is no number supplied on this complaint nor your account). Prior to this report the only interaction was concerning a late fee that occurred for your first billing quarter with LWS. A late fee was applied on 5/1/2017, payment was received 5/26/2017. As a courtesy we did waive the late fee. During this call you did mention debris remaining on your street after service. This was addressed with operations. No other reports were received by you or neighboring residences, we are under the impression this was resolved. It is our regrets concerning your interaction with one of our representative. Necessary action has been made. Our apologies that the Owner is not available for inbound calls. Please understand he has a management team in place to handle these circumstances.  You should have been transferred to a manager. Unfortunately both calls were disconnected before a transfer could occur. Local Waste does offer 30 day “vacation” holds for occasions you may not be home utilizing the service. We understand this was a family emergency leaving this as the last thing on your mind understandably, just information for the future. Please call in and request a manager or supply a phone number so we can have one reach out to you to resolve the balance on your account.