We are sorry that this customer is not understanding our company's charges/policies nor willing to communicate with us so that we could help her to do so.Our standard service, like other sanitation companies, has all trash and recycling removed from the curb/side of road But we also offer some different options of upgraded services to satisfy our customer's needs Such options include dritrash and drirecycling services.This customer, as she stated, was receiving and paying for 1x week dritrash service for $per quarter However, that service is an upgraded trash service only, recycling pickup is still standard service with pickup at the road For those dritrash customers who do not want to have any pickups at the road, we also offer a drirecycling service for an additional charge of $per quarter to cover the extra time and cost involved in special services (Standard recycling service is included at no charge to all of our residental customers.)We discovered that this customer had been receiving drirecycling service in addition to dritrash service when she called to say her recycling was missed Since there was nothing in her account about drirecycling, we followed the process for missed curb pickup Only when it was missed again was the actual location of the recycling discussed At that point she was back billed for the period of time that Reiss Hauling & Recycling, Inchad provided her with the optional drirecycling service(The company was taken over by the youngest Reiss Bros in March 2013.) While she may not have "asked for or agreed to favors", she was clearly unhappy when she was told that she had the option of paying for the drirecycling service, or have it picked up at the road Obviously she wanted and expected her recycling to be pickup up by her house.If we did not charge her for services that we provided to her, but do charge all the other customers that also opted to have drirecycling service, how would that be fair?The customer switched all services to standard curb services and was given the proper credit for that on her account After she received the invoice for the previous drirecycling, she never called to discuss the matter We received a note by mail notifying us that she was terminating all services, but she did not even include the payment for the trash service she received in March and April
We are sorry that this customer is not understanding our company's charges/policies nor willing to communicate with us so that we could help her to do so.Our standard service, like other sanitation companies, has all trash and recycling removed from the curb/side of road But we also offer some different options of upgraded services to satisfy our customer's needs Such options include dritrash and drirecycling services.This customer, as she stated, was receiving and paying for 1x week dritrash service for $per quarter However, that service is an upgraded trash service only, recycling pickup is still standard service with pickup at the road For those dritrash customers who do not want to have any pickups at the road, we also offer a drirecycling service for an additional charge of $per quarter to cover the extra time and cost involved in special services (Standard recycling service is included at no charge to all of our residental customers.)We discovered that this customer had been receiving drirecycling service in addition to dritrash service when she called to say her recycling was missed Since there was nothing in her account about drirecycling, we followed the process for missed curb pickup Only when it was missed again was the actual location of the recycling discussed At that point she was back billed for the period of time that Reiss Hauling & Recycling, Inchad provided her with the optional drirecycling service(The company was taken over by the youngest Reiss Bros in March 2013.) While she may not have "asked for or agreed to favors", she was clearly unhappy when she was told that she had the option of paying for the drirecycling service, or have it picked up at the road Obviously she wanted and expected her recycling to be pickup up by her house.If we did not charge her for services that we provided to her, but do charge all the other customers that also opted to have drirecycling service, how would that be fair?The customer switched all services to standard curb services and was given the proper credit for that on her account After she received the invoice for the previous drirecycling, she never called to discuss the matter We received a note by mail notifying us that she was terminating all services, but she did not even include the payment for the trash service she received in March and April