Right Away Disposal

Review: I signed up for Trash and Recycling Service from RAD starting in early September. While the trash service was performed for two straight weeks there was no collection of our recycling. Because of this we decided to cancel our service and switch to a company that would be more reliable. I called to cancel and the representative put through the cancellation. I next contacted the company to confirm that I would receive a refund for the remaining service, especially due to our cancellation to a a non-delivery of service. I was informed that they don't provide refunds when services are cancelled within the first 3 months. The problem is that I was never informed, ether when I signed up or when I called to cancel, that I would not receive a refund for the service that I paid for. In addition I have received a new notice that there is a $20 removal fee for cancelling service, another fee that I was never informed of. Overall, I did not receive a refund and I was charged a removal fee which I feel is unfair considering that both of these charges were never disclosed to me. An additional note, I filed a complaint with my [redacted] card, which I used to pay my first bill. [redacted]card removed the charge from my account but RAD has now updated my account billing me for a total of $62. It appears that they are rebilling me for the original $42 that was reversed by my credit card.Desired Settlement: I would like a refund for my service, I was never informed by customer service at setup or at cancellation that remaining service is non-refundable or that there are removal fees to stop service. I understand that I had service for two weeks but I don't think that it is fair for me to pay for service up to December, cancel, and not get my money back for the remaining unused portion. Thank you.

Business

Response:

The records in my system do not show any calls or complaints regarding missed pickups. Usually if a customer calls in about being missed we go back to make sure we provide them with their service. That doesn't mean they weren't missed, it just means I don't have any information in response to why they were missed or what we did to resolve the issue. The customer disputed the initial $42 they paid with their credit card company and the charge was reversed. The customer has already received the money they paid us, so I will adjust their account so they do not owe anything. I apologize for this happening.

Review: I have many issues with the company and their practices. First the company charged my card with out permission, ending in my account going into the negative of $256 when I specifically asked for the card number not to be on file when setting up the account, when trying to resolve the issue with the company I had called several times and left several messages never receiving a call, message or even an email back. Next I had received a letter in the mail threatening to fee me and end business with me over recycling bins I do not have ( I have two regular trash cans instead of one recycle and one trash). I called to resolve or correct this left a message and yet again never received any response. Every time I call, I just get an answering machine and no response in return. They say that I have paperless billing which means no mail which is understood however, there is supposed to be an email and I never received any until recently when they told me my bill was late. My last issue is trash pick up on holidays that are on Mondays. The trash does not get picked up on the holiday or any other day during the week in place of that holiday until the fallowing trash day. There are no letters or emails about this that go out but I am still charged for the day that they do not provide the service that I am paying for. All around I am dissatisfied with the business, customer service billing and ethics. The very least they could do is make an attempt to work with customers, instead of screwing them over.Desired Settlement: My hope are that the company will try to resolve the issues I have for the future and maybe hire someone to answer the phones and call customers back. I would like my unauthorized payment to be refunded as requested months ago, to no returned call.

Business

Response:

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]

Consumer

Response:

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,

Business

Response:

I have reviewed your account and it is currently 38 days past due. It seems we are developing a pattern. I think the best way to solve this situation is to pay yours invoices when it is due. If you are looking for charity, I can cancel your account and credit you for the 38 days of service you have used and not paid for. I believe one of these option will definitely keep this from happening again. Please let me know if you agree with one of my solutions or if you have your own solution.Thank you-[redacted]

Review: Right Away Disposal has stored my credit/debit card information without my signed permission and has charged this card without authorization. This has caused several NSF fees charged on my bank account. Right Away Disposal has indicated that this is their standard practice to charge card information kept on file without permission. I have not seen nor, more importantly, SIGNED any terms and conditions that authorizes Right Away Disposal to keep my banking information on file and use this information to collect payment when I do not specifically authorize the transaction.Desired Settlement: Right Away Disposal needs to refund the original unauthorized charge back to my credit/debit card as well as reimburse all NSF fee that were charged by the bank.

Business

Response:

Customer is signed up for our trash service and is still using the service we provide. Our terms and conditions on our website say that we hold credit card information to ensure payment. If customer would like to cancel service I will gladly refund any unused portion. This customer has a history of always paying late, so I believe they are familiar with our payment structure by now. We send late notices and several phone calls prior to running credit cards. If the customer made any payment arrangements with us then this could have been avoided. We do not provide service for free, and customers who sign up for service and do not want to pay are stealing. Again, if the customer would like a refund for their unused service I will gladly do so.

Review: RAD made a unauthorized charge to my card, I was never given any terms and agreements to sign that would authorize them to pull money out of my account without my permission. I made a payment to them on November 10, 2015 in the amount of 30 dollars at that time the rep said my next payment will be on December 2, 2015 which was okay. But without my authority, they charged me another 30 dollars on November 17, 2015. Never once was I notified about them making any sort of automatic payments ever nor was I notified by there rep on Nov. 10 of any other payment coming out in the month of NovemberDesired Settlement: I want my funds back! And I would like them not to keep my card on file unless I authorize them too, lastly they need to make it known that they make unauthorized charges before consumers establish service. These activities should be illegal.

Business

Response:

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.

Review: I complained about the driver in our area on NUMEROUS occasions speeding , driving reckless, dumping trash all over the neighborhood since those complaints this driver(s) have consistently harassed us by not picking up our recycle bin we CLEARLY abide by the sticker on top of the can there was one Instance where my daughter threw the cake box in the recycle bin that I take full responsibility for that but the other occasions is just HARASSMENT. For instance yesterday he DID NOT pick up our recycle bin ? there is an ALUMINUM window screen CARDBOARD, and 2 PLASTIC buckets there are also 2 ALUMINUM yard lights with the batteries and bulbs removed from themand this guy still does not pick up our binDesired Settlement: I have contacted this company before and some snotty woman (kid) would not help I would like the OWNER of the company to call me to discuss this matter, and an apology for this drivers actions and obviously a reprimand.

Business

Response:

I will have the person in charge of this area contact the customer to get this resolved. I am the owner and I would say, "Let me put you in touch with the manager who can help resolve this matter". So I will make sure you receive a phone call today.Thank you[redacted]