Rocky Mountain Roll-Off & Waste Systems

Initial Business Response / [redacted] (1000, 9, 2015/10/22) */ customer start date with our company was 8/05/When any NEW customers start with our company we let them know that our policy is the first months of start date is non-refundableThe reason for the non-refundable is for start up process, setting up account, and placing customer on the route system'sThis is also stated on our website that we do not give refundsWe 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 dumpedWe also explain to our customers that we need to have them put trash and recycle out by 7:00amnOur drivers start earlyThe first recycle that was supposed to be picked up was missed on our end, customer did not let us know about this miss until 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 dayThe next recycle days that were missed the customer did not have recycle out on time when our trucks went by to pick up recycleWe 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 weekWe 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 accountCustomer only had pick up dates while they were with usWe gave her a refund although this is not part of our policy Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The office called me on 10/22/& 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 dateThe first time they missed my service, I called the following day, NOT 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 themThey 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 dayIs 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 full days to report that something wasn't completed? That makes no sense.)