Initial Business Response /* (1000, 5, 2016/02/02) */
In response to Complainant, we will not be issuing a refund due to the following points:
1. Complainant incorrect. His trash was missed on Tues., Jan. 19, not Tues., Jan 12, as he claims.
2. Complainant correct. Roads were icy and dangerous...
on Tues. evening Jan. 19, Wed., Jan. 20, and Thurs., Jan. 21.
3. Complainant called on Thurs., Jan. 21, to ask when trash would be picked up at which time he was told his trash would be picked up the following Tues., Jan. 26.
Complainant did, during his initial call,say he was going to cancel, indicating he was dissatisfied with the option of waiting until the following Tues. for service. During the initial conversation, he was told we would need to know his last date of service in order to close out his account in good standing. Complainant then hung up.
4. Complainant did call back a short time later on Jan. 21, saying he had secured a new service and we could pick up our cart with Jan. 26 being his last day of service with us..
5. Complainant did ask for a refund during that conversation at which time he was told it is not our policy to REFUND QUARTERLY CUSTOMERS since he had the option of waiting until April 1, (the beginning of the new quarter) to change trash service providers.
6. AS a trash service, we do not maintain signed contracts. In lieu of contracts, we have a policy letter that clearly states, "No refunds will be given." "Sometimes there exceptions for customers paying yearly."
7. Complainant was and had been a good, responsible customer for many years. We sincerely regret he was unhappy with our willingness to pick up the entirety of his two weeks worth of accumulated trash the following Tues., Jan. 26.
8. It is our policy to not risk or endanger the lives of our drivers or the public we serve by attempting service when schools, businesses and many other entities are closed or running on at-need scheduled due to inclement weather.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I may have been incorrect in my complaint concerning the date the trash was supposed to be picked up but that detail seems incidental to me or the complaint which I made. My can was completely full with trash and I had no where else to store my trash until the following week. Not only was my can already full but it was smelling as well. For the record, I never hung up on her, as a matter of fact she hung up on me 2 different times during this encounter and then finally quit answering my calls so that is a lie. I did tell her during the initial conversation that waiting until the next week was unacceptable and that I would be finding another service, that's when the conversation ended. After securing another trash service I called back to inform them that I no longer required their service. At that time I asked for a refund for the 2 months that I wouldn't be using their service.That is when she informed me that their policy for residential service/quarterly service was no refunds. That seems very shady to me. As to them offering me the option to keep service until April, I was not informed of that until after I had already set up my new service, and even then, why would I want to continue to do business with a company that lacks even the basics of customer service. That would be like being offered a new meal at a restaurant after the original meal was unacceptable. If I didn't like the meal given me the first time another one would not be an option anyone would consider, especially if they didn't even eat the first meal. They would want there money back. And as I stated they didn't tell me I would get no refund or credit until the new service was already set up. As for number 6, how can they say " AS a trash service, we do not maintain signed contracts." What does being a trash company have to do with not having signed contracts? And as for this statement, " In lieu of contracts, we have a policy letter that clearly states, "No refunds will be given." Where is this policy letter and why was I never given one? As for number 8, I knew why they didn't pick up the trash and agree that it is not worth endangering their drivers. I had no problem with that. My problem was having to wait another whole week. As for number 4, I didn't tell them that I wanted any other pick-up, just for them to pick up their can. As for number 2, the roads were clear the next day, and I'm sure if you check their records it will show that they picked up trash in other surrounding area's on the 20th and the 21st. I still think that keeping money for service not provided is a fraudulent business practice.
Final Consumer Response /* (4200, 13, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Of course they consider this matter settled because they don't want to pay me what is owed. They are unscrupulous and should not be allowed to take peoples money when they no longer provide a service. People should be warned and made aware of their business practices. I am telling everyone I know about them. I already had a new neighbor move in and told them about Tri-lakes. They went with allied disposal instead. And who knows how many other people will decide not to use their company after I have told them what this business does to their customers, and I tell everyone I see that has their company. One last thing it is not their decision to make to consider it settled, isn't that what the Revdex.com is for? So no I do not accept their proposal because their proposal isn't a proposal, it's just a statement telling me they are finished dealing with this and that is not acceptable to me. I want to know what the Revdex.com's decision thoughts are on this matter, not Tri-lakes Disposal's.
Final Business Response /* (4000, 11, 2016/02/19) */
As far as we are concerned, this matter is settled. Thank you.
Initial Business Response /* (1000, 5, 2016/02/02) */
In response to Complainant, we will not be issuing a refund due to the following points:
1. Complainant incorrect. His trash was missed on Tues., Jan. 19, not Tues., Jan 12, as he claims.
2. Complainant correct. Roads were icy and dangerous...
on Tues. evening Jan. 19, Wed., Jan. 20, and Thurs., Jan. 21.
3. Complainant called on Thurs., Jan. 21, to ask when trash would be picked up at which time he was told his trash would be picked up the following Tues., Jan. 26.
Complainant did, during his initial call,say he was going to cancel, indicating he was dissatisfied with the option of waiting until the following Tues. for service. During the initial conversation, he was told we would need to know his last date of service in order to close out his account in good standing. Complainant then hung up.
4. Complainant did call back a short time later on Jan. 21, saying he had secured a new service and we could pick up our cart with Jan. 26 being his last day of service with us..
5. Complainant did ask for a refund during that conversation at which time he was told it is not our policy to REFUND QUARTERLY CUSTOMERS since he had the option of waiting until April 1, (the beginning of the new quarter) to change trash service providers.
6. AS a trash service, we do not maintain signed contracts. In lieu of contracts, we have a policy letter that clearly states, "No refunds will be given." "Sometimes there exceptions for customers paying yearly."
7. Complainant was and had been a good, responsible customer for many years. We sincerely regret he was unhappy with our willingness to pick up the entirety of his two weeks worth of accumulated trash the following Tues., Jan. 26.
8. It is our policy to not risk or endanger the lives of our drivers or the public we serve by attempting service when schools, businesses and many other entities are closed or running on at-need scheduled due to inclement weather.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I may have been incorrect in my complaint concerning the date the trash was supposed to be picked up but that detail seems incidental to me or the complaint which I made. My can was completely full with trash and I had no where else to store my trash until the following week. Not only was my can already full but it was smelling as well. For the record, I never hung up on her, as a matter of fact she hung up on me 2 different times during this encounter and then finally quit answering my calls so that is a lie. I did tell her during the initial conversation that waiting until the next week was unacceptable and that I would be finding another service, that's when the conversation ended. After securing another trash service I called back to inform them that I no longer required their service. At that time I asked for a refund for the 2 months that I wouldn't be using their service.That is when she informed me that their policy for residential service/quarterly service was no refunds. That seems very shady to me. As to them offering me the option to keep service until April, I was not informed of that until after I had already set up my new service, and even then, why would I want to continue to do business with a company that lacks even the basics of customer service. That would be like being offered a new meal at a restaurant after the original meal was unacceptable. If I didn't like the meal given me the first time another one would not be an option anyone would consider, especially if they didn't even eat the first meal. They would want there money back. And as I stated they didn't tell me I would get no refund or credit until the new service was already set up. As for number 6, how can they say " AS a trash service, we do not maintain signed contracts." What does being a trash company have to do with not having signed contracts? And as for this statement, " In lieu of contracts, we have a policy letter that clearly states, "No refunds will be given." Where is this policy letter and why was I never given one? As for number 8, I knew why they didn't pick up the trash and agree that it is not worth endangering their drivers. I had no problem with that. My problem was having to wait another whole week. As for number 4, I didn't tell them that I wanted any other pick-up, just for them to pick up their can. As for number 2, the roads were clear the next day, and I'm sure if you check their records it will show that they picked up trash in other surrounding area's on the 20th and the 21st. I still think that keeping money for service not provided is a fraudulent business practice.
Final Consumer Response /* (4200, 13, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Of course they consider this matter settled because they don't want to pay me what is owed. They are unscrupulous and should not be allowed to take peoples money when they no longer provide a service. People should be warned and made aware of their business practices. I am telling everyone I know about them. I already had a new neighbor move in and told them about Tri-lakes. They went with allied disposal instead. And who knows how many other people will decide not to use their company after I have told them what this business does to their customers, and I tell everyone I see that has their company. One last thing it is not their decision to make to consider it settled, isn't that what the Revdex.com is for? So no I do not accept their proposal because their proposal isn't a proposal, it's just a statement telling me they are finished dealing with this and that is not acceptable to me. I want to know what the Revdex.com's decision thoughts are on this matter, not Tri-lakes Disposal's.
Final Business Response /* (4000, 11, 2016/02/19) */
As far as we are concerned, this matter is settled. Thank you.