Next Generation GayLen Plumbing

This was an accounting error, the customer contacted our office and this was resolved that dayWe issued a credit back to his credit card

Right Away Disposal holds credit card information on file to ensure paymentThis information is not used until the account is days past dueWe send out the initial invoice, a past due letter, and call the customer times prior to running the credit cardThis is a system that is in place for all of our customersSome customers say they did not receive some part of this notification process but unfortunately we are not able to confirm thatThis customer is welcome to verify their mailing address, email and phone number on the system to ensure they receive all of these past due noticesWe do return all phone calls and messages that our office receivesOur holiday schedule is:Right Away Disposal observes holidays throughout the year and will not be providing collection service on these Holidays: Independence Day Thanksgiving Day Christmas Day New Year’s Day If your service day falls on one of the above listed holidays, then you will receive service the following day The rest of the week following the holiday is also pushed back one day, with Friday’s customers being serviced on Saturday.The holiday schedule is on our website, on the backside of mailed invoices and included in our reminder emails we send every 2-months.I hope this helps explain our system and holiday schedule going forwardThank you for your time- [redacted] ***

We sent out an invoice on September that was due October 1, The invoice states the amount due is for the time period of Oct-Dec The invoice was due Oct 1, Like all home utilities, trash collection service is an on going utility, there is no automatic renewal but like water,
electric and sewer if you do not want the service please cancel prior to the start of the next service periodAfter the invoice due date, we make reminder phone calls and send a late notice by mailIf customer continues to use the service and does not call to make payment arrangements, then we follow our terms and conditions and process the paymentThis was done days after the invoice was dueWe ask that customers pay their invoice when it is due or communicate with our office at least prior to days after it is dueWe feel that is a very reasonable request and we have one of the most lenient policies in the trash collection industryAfter days of non payment the customer was only charged a $late feeRAD's policy is the invoice needs to be paid by the invoice due date, if customers follow that policy, then the other policies do not matter

The service was not provided on September as scheduled, the driver did not go back on September as promised. The customer called back on September and was told the container would be serviced that day, the container was serviced on Septemberas promisedI believe
this complaint was sent prior to the container being servicedI apologize we could not get the exact service time accurate, there are lots of variables the drivers are dealing withUnfortunately we had a route driver absent on September 14, he was dealing with a death in the familySometimes this can cause service issues and we do our best to remedy them as soon as possibleI apologize this customer had their container missed and had to call our office, we will credit the customer for this weeks trash serviceHopefully this does not happen again

I have reviewed your account and it is currently days past dueIt seems we are developing a patternI think the best way to solve this situation is to pay yours invoices when it is dueIf you are looking for charity, I can cancel your account and credit you for the days of service you have used and not paid forI believe one of these option will definitely keep this from happening againPlease let me know if you agree with one of my solutions or if you have your own solution.Thank you-***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The fact that you keep a card on file, after a customer specifically asks for it not to be, and is told that the card will NOT remain on file, is a complete lie then. When you tell a customer that something will not be held, you shouldn't turn around, and then charge said card while it was stated the card would not remain on file.I read other reviews on here, you stated in another that your company calls back ALL people within 24 hours. I suggest you get your act together, and actually listen to the voicemails and return calls promptly to meet ALL customer's satisfaction. If you did not listen to the voicemails, and did not make a call back, then my attempts at a solution are not met by your company. Here is another problem that is clearly an issue with your company. You did not call me back, you did not attempt to call me, you did not e-mail me until there was a threat of action to the Revdex.com. I called your company multiple times in regards to the charge on my card, and clearly to no avail, and now it's said you do not make attempts to call everyone back, which I find funny, because when I filed a dispute with my bank, your company said you made attempts to contact me, and we spoke saying I would be charged and now you are saying the opposite.You guys need to get your act together, or the owner needs to re-hire the entire office staff with people who actually know how to run a business in a professional manner.
Regards,
[redacted]

Right Away Disposal holds credit card information on file to ensure payment. This information is not used until the account is 45 days past due. We send out the initial invoice, a past due letter, and call the customer 2 times prior to running the credit card. This is a system that is in place for...

all of our customers. Some customers say they did not receive some part of this notification process but unfortunately we are not able to confirm that. This customer is welcome to verify their mailing address, email and phone number on the system to ensure they receive all of these past due notices. We do return all phone calls and messages that our office receives. Our holiday schedule is:Right Away Disposal observes 4 holidays throughout the year and will not be providing collection service on these Holidays: Independence Day Thanksgiving Day Christmas Day New Year’s Day If your service day falls on one of the above listed holidays, then you will receive service the following day.  The rest of the week following the holiday is also pushed back one day, with Friday’s customers being serviced on Saturday.The holiday schedule is on our website, on the backside of mailed invoices and included in our reminder emails we send every 2-3 months.I hope this helps explain our system and holiday schedule going forward. Thank you for your time-[redacted]

This was an accounting error, the customer contacted our office and this was resolved that day. We issued a credit back to his credit card.