Progessive Waste Solutions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

***In reference to complaint# [redacted] We bought Lonestar disposal in May not JulyWe mailed letters to customers May informing of thechange from Lonestar to Progressive WasteWhen the transition occurred all Lonestar lines were rolledto Progressive Waste call centerIn the event that all representatives are assisting other customers callsto the queue so there are no "unanswered calls"There were no late fees applied to this customersaccountIn July we advised customer via mail that his trash service day was changing from Wednesdayto Tuesday, it never stated that the recycle was changing, but it also didn't state that it wasn't changing.We will make improvement on this process moving forward.The first communications from this customer was 8/and the reason for the call was to inquire aboutthe change from [redacted] to Progressive.The next call was not until11/and this was the first we had heard of any missed serviceAt whichtime we determined that the customer assumed the recycle day was moved along with the trashserviceThe CSR advised the customer again of the service day change and this is when the customerstated he did receive the letter notifying him of the service day change for trash but assumed it was forboth trash and recycle.The customer called on 11/to let us know that his partner told him his trash was missed the previousweek (11/22} and he was requesting credit.We called customer on 12/to verify ifthe MPU (missed pick up) was servicedWe never received acallback.The call on 12/was to notify us that we took his cartsWe had no work order in to remove the cartsand pulled the GPS and show that our trucks were not on this street that day.We value and respect those we are fortunate to serveWe have issued credit for the recycle (JulyNovember)$and weeks for the trash $I will give customer my direct line for any futureissues he may have as well as offer recycle pick up schedule in writing for future reference.I called 12/and left message for customer to call back.We apologize for any confusion or inconvenience

Good Morning Mrs [redacted] , I would first like to apologize for the long hold times and delayed responseDue to recent route changes in other areas as well as the recent holiday’s we have been experiencing higher than usual call volumeWe are working on some changes to our phone system that will allow customers to utilize a callback feature rather that waiting for an extended period of timeI would be happy to explain the recent increase in your invoice As you may know the cost of operating can go up from time to timeIn the recent months landfill disposal fees and equipment maintenance costs have increased and unfortunately as these operating costs are increased our rates are adjusted accordinglyShould you have any questions or concerns in the future you may contact me directly via phone ***-***- [redacted] or via email Please let me know if you need any further assistance

Good Afternoon,I would first like to apologize for the delayed response and inconvenienceI just realized the email alerts were going to my spam folder. We did acquire this account through our most recent acquisition 7/1/We have worked diligently to improve the routes that we acquiredWe did a reroute to improve on efficiency and service that went into effect 10/16/We understand that some customers did experience some service issues and have worked to non-stop on resolving those issuesWe have issued 2 months a credit ($58.62) for any inconvenience that we may have caused during this transition. Again we truly do apologize for any inconvenience and appreciate the opportunity to continue to serve you

Good Afternoon,I would first like to apologize for the delayed response and inconvenienceI just realized the email alerts were going to my spam folder. We did acquire this account through our most recent acquisition 7/1/We have worked diligently to improve the routes that we
acquiredWe did a reroute to improve on efficiency and service that went into effect 10/16/We understand that some customers did experience some service issues and have worked to non-stop on resolving those issuesWe have issued 2 months a credit ($58.62) for any inconvenience that we may have caused during this transition. Again we truly do apologize for any inconvenience and appreciate the opportunity to continue to serve you

To Who it may concern, This response is in reference to Revdex.com Complaint id #[redacted]. I have reached out to Mr. [redacted] via phone today 8/29/17 and left a voicemail with my direct contact information as well as emailed him at [redacted]@gmail.com.As I explained to Mr. [redacted] in my email, due...

to recent acquisitions we have been experiencing higher than usual call volume. For that I sincerely apologize. I have cancelled Mr. [redacted]'s account effective 7/31/17 as requested and have scheduled to have our cart removed 8/31/17.  The original invoice mailed out 6-15/17 covered service for July-September $81.06.  We have issued credit for the time that he did not receive service (-$54.64).  This leaves a balance due of $26.46 for service provided in July. Please contact me directly at [redacted] should you need any further assistance.

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

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

[redacted]In reference to complaint# [redacted]We bought Lonestar disposal in May not July. We mailed letters to customers May 13 informing of thechange from Lonestar to Progressive Waste. When the transition occurred all Lonestar lines were rolledto Progressive Waste call center. In the event that all...

representatives are assisting other customers callsto the queue so there are no "unanswered calls". There were no late fees applied to this customersaccount. In July we advised customer via mail that his trash service day was changing from Wednesdayto Tuesday, it never stated that the recycle was changing, but it also didn't state that it wasn't changing.We will make improvement on this process moving forward.The first communications from this customer was 8/23 and the reason for the call was to inquire aboutthe change from [redacted] to Progressive.The next call was not until11/22 and this was the first we had heard of any missed service. At whichtime we determined that the customer assumed the recycle day was moved along with the trashservice. The CSR advised the customer again of the service day change and this is when the customerstated he did receive the letter notifying him of the service day change for trash but assumed it was forboth trash and recycle.The customer called on 11/28 to let us know that his partner told him his trash was missed the previousweek (11/22} and he was requesting credit.We called customer on 12/1 to verify ifthe MPU (missed pick up) was serviced. We never received acallback.The call on 12/2 was to notify us that we took his carts. We had no work order in to remove the cartsand pulled the GPS and show that our trucks were not on this street that day.We value and respect those we are fortunate to serve. We have issued credit for the recycle (JulyNovember)$33.35 and 2 weeks for the trash $13.33. I will give customer my direct line for any futureissues he may have as well as offer recycle pick up schedule in writing for future reference.I called 12/19 and left message for customer to call back.We apologize for any confusion or inconvenience.

Good Morning Mrs. [redacted],   I would first like to apologize for the long hold times and delayed response. Due to  recent route changes in other areas as well as the recent holiday’s we have been experiencing higher than usual call volume. We are working on some changes to our phone system...

that will allow customers to utilize a callback feature rather that waiting for an extended period of time. I would be happy to explain the recent increase in your invoice.    As you may know the cost of operating can go up from time to time. In the recent months landfill disposal fees and equipment maintenance costs have increased and unfortunately as these operating costs are increased our rates are adjusted accordingly. Should you have any questions or concerns in the future you may contact me directly via phone [redacted]-[redacted]-[redacted] or via email.  Please let me know if you need any further assistance.