Mark Dunning Industries Inc

Mark Dunning Industries is receipt...

of complaint [redacted].
 
Our customer started service with us August 2, 2013.  When the container was set a policy and procures brochure was provided.  This outlines MDI’s policies as well as a billing schedule and due dates.  MDI bills its entire residential customer base in calendar quarters, so everyone is billed all at the same time and has the same due dates, regardless of the balance due for the quarter, payment is due by the due date.  The initial payment made was for three months as MDI was running a promotion – pay for three months get three months free.  This $30.00 payment was for the remainder of the July – September quarter (in this care: August and September) and the beginning of the October through December quarter.
 
On September 1st, bills processed for October – December and at that time a $10.00 credit remained on the account from the promotion.
 
On December 1st, bills processed for the January – March quarter of 2014.  At that time the account balance was $20.00 with a due date of December 25th, no later than January 1st.  Please see the attached MDI policy and procedures for residential customers.  On December 27th MDI’s office called and left a voicemail reminding of due date and trying to get payment before late fees assess.  On January 14th our office spoke with the customer and explained what the balance was for.  Customer indicated payment would be made the next day.  A credit card payment was posted to the account on January 17th in the amount of $30.00, the balance on the account because a late fee assessed on January 2nd.
 
On January 23rd the customer called the office upset because trash was not collected as scheduled on Tuesday, Jan 21st.  Drivers are required to log when a container is not out, and by looking at the route sheets the driver indicated it had been collected.  After long discussions management sent a truck back the following day to collect the customers trash and did not charge for the trip.
 
Because MDI bills its entire residential customer base in calendar quarters, office personnel do not give specific dates (Aug 9 – Feb 9th) as indicated by the customer because everyone is on the same cycle.  Jan – March, April – June, July – Sept, and Oct – Dec.  Office personnel are also required to log all calls in account details.  [redacted]
 
MDI cannot credit the $10.00 late charge that was applied to the account, as payment was not made in accordance with the due date for the quarterly services.  MDI does not credit for stop service dates when service is not provided due to nonpayment.  Once the account is paid all trash is collected, and part of the service cost is use of the MDI provided container.  A truck was sent back and collected the customer’s trash the day after the complaint was issued.
 
Therefore we feel the issue to be closed.
 
Thank you,
Carrie Jagers
Assistant Project Manager
Mark Dunning Industries

Review: I signed up for trash services in July and was told that my services would run from Aug 9-Feb 9 (I paid for 3 months and was supposed to get 3 months free). After receiving a bill in December I called for clarification, spoke to a representative who told me that someone would get back to me and no one ever got did. In Jan. my services were not rendered. After making a additional payment, they still were not rendered. When I called to inquire about it again I was told that they would be picking up my trash on that day (1/21/14). When they did not I called the next day (1/22/14) and they were closed due to the weather. I did not leave a message as I knew that I would call back the next day. When I called back I was met with resistance to rectify the situation. I spoke with 3 different representatives, one of which was the supervisor, and was told that if I wanted them to come out and pick up my trash today that I would have to pay a $10 fee. I was put on hold multiple times but no one ever offered any thing to help correct the problem.Desired Settlement: I would like a credit for the additional $10 fee that I paid (when I made my payment on 1/17) and 2 weeks of additional services as I was not provided with the 2 weeks of services that I paid for back in July.

Business

Response:

Mark Dunning Industries is receipt of complaint [redacted].

Our customer started service with us August 2, 2013. When the container was set a policy and procures brochure was provided. This outlines MDI’s policies as well as a billing schedule and due dates. MDI bills its entire residential customer base in calendar quarters, so everyone is billed all at the same time and has the same due dates, regardless of the balance due for the quarter, payment is due by the due date. The initial payment made was for three months as MDI was running a promotion – pay for three months get three months free. This $30.00 payment was for the remainder of the July – September quarter (in this care: August and September) and the beginning of the October through December quarter.

On September 1st, bills processed for October – December and at that time a $10.00 credit remained on the account from the promotion.

On December 1st, bills processed for the January – March quarter of 2014. At that time the account balance was $20.00 with a due date of December 25th, no later than January 1st. Please see the attached MDI policy and procedures for residential customers. On December 27th MDI’s office called and left a voicemail reminding of due date and trying to get payment before late fees assess. On January 14th our office spoke with the customer and explained what the balance was for. Customer indicated payment would be made the next day. A credit card payment was posted to the account on January 17th in the amount of $30.00, the balance on the account because a late fee assessed on January 2nd.

On January 23rd the customer called the office upset because trash was not collected as scheduled on Tuesday, Jan 21st. Drivers are required to log when a container is not out, and by looking at the route sheets the driver indicated it had been collected. After long discussions management sent a truck back the following day to collect the customers trash and did not charge for the trip.

Because MDI bills its entire residential customer base in calendar quarters, office personnel do not give specific dates (Aug 9 – Feb 9th) as indicated by the customer because everyone is on the same cycle. Jan – March, April – June, July – Sept, and Oct – Dec. Office personnel are also required to log all calls in account details. [redacted]

MDI cannot credit the $10.00 late charge that was applied to the account, as payment was not made in accordance with the due date for the quarterly services. MDI does not credit for stop service dates when service is not provided due to nonpayment. Once the account is paid all trash is collected, and part of the service cost is use of the MDI provided container. A truck was sent back and collected the customer’s trash the day after the complaint was issued.

Therefore we feel the issue to be closed.

Thank you,

Carrie Jagers

Assistant Project Manager

Mark Dunning Industries