Rocky Mountain Roll-Off & Waste Systems Inc

April 12, 2018Dear Ms [redacted],Thank you for your letter dated April 8, 2018 regarding a complaint filed against my business Eyes On Regent Square, by [redacted]. Our office manager did speak on the phone to Ms [redacted] and reviewed company policy as Ms [redacted] had complained about a fee for...

medical services rendered. I was not made aware of any questions regarding her ocular health status or the medication that was prescribed.We field many questions from patients who present to us for vision services covered by a vision insurance plan but who have medical issues that are affecting or have the potential to affect their vision, ocular health, systemic health or continued safe contact lens wear. Our Financial Policy given to all new patients explains the differences between services covered by each, their vision benefits and their medical benefits and their responsibility for co pays, deductibles etc. I have attached a copy for your reference. We ask for information regarding both benefit types before rendering services. When a patient is seen and an ocular health issue is identified, it is discussed and treatment is initiated or referred to another provider. We do not offer patients the "option" of being provided just vision services, thus ignoring ocular pathology.In Ms [redacted]'s case, I personally had a thorough discussion about the pathology that was identified and wrote a prescription for medication, discussed how to take the medication and made a recommendation for changing contact lens modalities to assure healthy contact lens wear moving forward.In an effort to address Ms [redacted]'s complaint of not being aware of the medical charges, we have backed out the claim for medical services rendered on February 9, 2018.Moving forward we will attempt to communicate this policy to patients in a way that is more clearly understood.Thank you,Maureen K[redacted] OD

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/10/22) */
customer start date with our company was 8/05/2015. When any NEW customers start with our company we let them know that our policy is the first 3 months of start date is non-refundable. The reason for the non-refundable is for start up process,...

setting up account, and placing customer on the route system's. This is also stated on our website that we do not give refunds. We also let our customers know to please not put lids on containers, this is due to our trucks do not have lifts on them they are all hand dumped. We also explain to our customers that we need to have them put trash and recycle out by 7:00amn. Our drivers start early. The first recycle that was supposed to be picked up was missed on our end, customer did not let us know about this miss until 8 days later,but we did go back later that day to pick her up after we where advised of this, and not on a recycle day.. The next 2 recycle days that were missed the customer did not have recycle out on time when our trucks went by to pick up recycle. We let her know that because she did not have the recycle out when our trucks went by that we would not be going back to pick up this week and that we could get her picked up next week. We then explained to her our policy to have it out by 7am, customer then wanted to cancel account and demanded a refund, I then explained to her that we don't give refunds and that she was told this when we set up her account. Customer only had 3 pick up dates while they were with us. We gave her a refund although this is not part of our policy.
Initial Consumer Rebuttal /* (2000, 11, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The office called me on 10/22/2015 & said they are refunding me for the service, which I accept, but do not agree with their response.
In reading their response, I would like to state they are not keeping correct records to this date. The first time they missed my service, I called the following day, NOT 8 DAYS later.
They never advised me at any time of service nor even when signing up for service that the containers can't have a lid on them. They picked it up before with a lid on it. (Also, of note, there was no statement of this on their website when they told me of this after the fact.) Why would we not have a container with a lid on it when we live in Colorado with winds every day. Is the company going to pick up all the trash out of the street when it blows away? (strongly doubt that). I have had different trash & recycle companies in my time & only a rare few are a truck/mechanical lift & the people who jump off the truck to load the garbage all know how to lift a lid off to empty a can & I have never once had a company tell me to leave the cans open & will never use a company that has that as their policy because of the littering consequence.
I am fully satisfied that I recieved a full refund of service, but do not agree with the company's record keeping of responses & complaints -- it's all wrong. (Why would a customer wait 8 full days to report that something wasn't completed? That makes no sense.)

In this particular situation there are conflicting sides and the details are not clear. Here at Rocky Mountain Waste Systems we strive to provide the best service possible. So in order to resolve the conflict at hand, the account will be closed with a zero balance. Sorry for any inconveniences...

caused to the customer.