Santek Waste Services

We had Santek for years. Every year on the pick up day immediately after Christmas, Santek would pick up the cans and also the boxes from Christmas morning. (Actually, this was common among all waste service providers.) This year they refused to pick up the Christmas boxes. Their excuse (when I called) was that unless "it is in the garbage can" they will not pick it up. I will not go into how they rarely actually completely empty the garbage cans either. I am incredibly dissatisfied with the new level of service, failure to pick up and the lousy customer service. I am not renewing my service with this company.

We have a small ten lot subdivision. We are surrounded by a huge subdivision of Grand Harbor. Apparently Grand Harbor discontinued service with Santek Waste Services. The way we found out that Santek was no longer going to service our subdivision either was our trash piling up. NO Notice. NO Contact. NO service after years of being a customer. NOT COOL, Santek! I would expect customers would be treated better. We now have Texas Pride with much cheaper prices and more service. Good riddance, Santek!

For no reason at all, they did not pick up my trash on Tuesday. I had it out at the same time as always as did my neighbors. Came home from work and my full can (lid on) sat there at the end of my drive.
I called and was told that I would receive a pick up the following day. Came home (6:30PM) and there it sat, undisturbed.
I called again @ 8AM and was told I would be picked up that very day, in fact, "the driver has the order in his hand" was the quote. Came home and no pick up.
These people are proven liars, now. There is no dispute. I will not do business with someone so disreputable and dishonest. I would recommend you look elsewhere for your service.

I am writing this letter to you in response to the Consumer Complaint from Ms [redacted] E [redacted] Ms [redacted] claims we did not pick up her trash on 11/25/ Our driver [redacted] did not note on his route sheet this particular stop, but he did say that a lot of these stops were not out We ran all of our routes on Friday, November 25, 2016, the day after Thanksgiving and only about 30-35% of our customers put out their trash carts for collections This created a lot of phone calls and confusion for our customer's; they thought we were going to pick up Thursday's trash on Friday and Friday's trash on Saturday.When we bought Riverside Waste on August 1, 2016, we did not change their holiday schedules from how they have run their business the last several years Therefore we did not feel that we had to notify the customers since we were not changing the way they were being serviced in the past Knowing what we do now, we should have run and ad in the paper.When we purchased Riverside Waste we made a business decision to junk all our their trucks and convert all of the residential accounts from rear load service to side load automated service and furnish all of our customers with a new 95-gallon cart at no charge We would service this new cart either once or twice per week based on the current service level our customer was paying for We did offer a second cart if needed for an additional $per month which included the cart and the cost to service the cart and disposal When we delivered these carts to our customers we included a generic instructions sheet that explained this cart was taking the place of any generic cart/container, the ease of rolling this cart to the curb, and placing this cart in the area away from posts, fences, overhangs or other obstacles that me impede the automated service.I have looked through all of our records, and cannot find any record of a call from Ms [redacted] to our customer service center in regards to this incident on November 29, We take off of our calls very seriously, and I personally talk to a lot of customers We are a focused customer satisfaction company; we have had a lot of challenges with all the changes we have made with the Riverside Waste acquisition We have made our fair share of mistakes and we have learned from these and we will not make these again We look forward to servicing our customers ad their needs now and in the future.Sincerely, [redacted]

I am writing this letter to you in response to the Consumer Complaint from Ms [redacted] *** Ms ***'s statement about this 4th week in a row that her trash has not been picked up on Tuesdays like it is supposed to be Ms [redacted] is also claiming 3-other missed pickups during the transition period when we bought Riverside Waste.According to our records we have only one documented record of Ms [redacted] reporting any issue to our company and that is November 23, We have 17-customers on this street and we do not have any documented issues of any missed pickups with any of these other customers on this street We take all of our calls very seriously and we take action to resolve these as quickly as possible Sometime we cannot get these resolved until the next business day I personally talk to a lot of these customers We are a focused customer satisfaction company; we have had a lot of challenges with all of the changes we have made with the Riverside Waste acquisition We cannot fix problems if we do not know they exist, we are more than willing to except responsibility for our actions and fix our mistakes as well as credit our customers for these errors.We have made our fair share of mistakes and we have learned from these and we will not make these again We look forward to servicing our customers and their needs now an in the future.Sincerely, [redacted]

I am writing this letter to you in response to the Consumer Complaint from [redacted] at [redacted] , Texas *** We failed to pick up our residential trash cart in a timely manner after she cancelled service with our company Our failure for this delay is unacceptable and as the General Manager, I will take full responsibility for our failure for not living up to our service standards.After receiving this complaint, I have met with my operations Team and discussed this failure, we as a Team cannot allow these accounts sit out there this long or fall through the cracks We have to ensure that we meet or exceed our service standards every day for all of our customers.We have removed the residential cart from Ms ***'s home at [redacted] , TX *** I apologize to her for the delay and we will work on meeting or exceeding our Customer expectations in the future.Sincerely, [redacted] , General Manager

Just really wish they we're more respectful to the customers inlike picking up trash that they knock out and not hanging up on you when you call to resolve the issue or asking for the manager to call me about the issues

I am writing this letter to you in response to the complaint we received from the homeowner at *** *** *** Dr in ***, TX ***.We purchased the customer list and assets i.ethe trucks from our competitors in our area on August 1, 2016, and March 1, All of these customers
are subscription customers, none of which has a written or verbal binding contract with us Based on the information we have in our database we have three entries, two missed pickups one on October 28, 2016, and another on November 1, Both these were picked up by our swing driver The third entry was on May 23, 2017, our driver called into the office that there were boards sticking out of the poly cart and she was concerned about spilling trash all over and possibility of busting a hydraulic line Our driver also communicated this issue to her supervisor; she was told to leave the cart We have a total of 13-customers on *** *** Drin ***, TX.If we have a service issue, we will get this problem resolved If we do not know there is a problem, we cannot fix it We pride ourselves on offering our customer's excellent service We continue to look for ways to make improvements in proving excellent service every day to our customers.Sincerely,*** ***

My.complaint is about the management of the company. They have people working on the fleet trucks that have no certified training. Female working in there doing maintenance on trucks because she got suspended for having to many wrecks. Not to mention they all look like there on drugs. No wonder this company has so many com.plaints

I am writing this letter to you in response to the Consumer Complaint from Ms...

[redacted] E [redacted].  Ms [redacted] claims we did not pick up her trash on 11/25/16.  Our driver [redacted] did not note on his route sheet this particular stop, but he did say that a lot of these stops were not out.  We ran all of our normal routes on Friday, November 25, 2016, the day after Thanksgiving and only about 30-35% of our customers put out their trash carts for collections.  This created a lot of phone calls and confusion for our customer's; they thought we were going to pick up Thursday's trash on Friday and Friday's trash on Saturday.When we bought Riverside Waste on August 1, 2016, we did not change their holiday schedules from how they have run their business the last several years.  Therefore we did not feel that we had to notify the customers since we were not changing the way they were being serviced in the past.  Knowing what we do now, we should have run and ad in the paper.When we purchased Riverside Waste we made a business decision to junk all our their trucks and convert all of the residential accounts from rear load service to side load automated service and furnish all of our customers with a new 95-gallon cart at no charge.  We would service this new cart either once or twice per week based on the current service level our customer was paying for.  We did offer a second cart if needed for an additional $10 per month which included the cart and the cost to service the cart and disposal.  When we delivered these carts to our customers we included a generic instructions sheet that explained this cart was taking the place of any generic cart/container, the ease of rolling this cart to the curb, and placing this cart in the area away from posts, fences, overhangs or other obstacles that me impede the automated service.I have looked through all of our records, and cannot find any record of a call from Ms [redacted] to our customer service center in regards to this incident on November 29, 2016.  We take off of our calls very seriously, and I personally talk to a lot of customers.  We are a focused customer satisfaction company; we have had a lot of challenges with all the changes we have made with the Riverside Waste acquisition.  We have made our fair share of mistakes and we have learned from these and we will not make these again.  We look forward to servicing our customers ad their needs now and in the future.Sincerely,[redacted]

I am writing this letter to you in response to the Consumer Complaint from Ms [redacted].  Ms [redacted]'s statement about this 4th week in a row that her trash has not been picked up on Tuesdays like it is supposed to be.  Ms [redacted] is also claiming 3-other missed pickups during the...

transition period when we bought Riverside Waste.According to our records we have only one documented record of Ms [redacted] reporting any issue to our company and that is November 23, 2016.  We have 17-customers on this street and we do not have any documented issues of any missed pickups with any of these other customers on this street.  We take all of our calls very seriously and we take action to resolve these as quickly as possible.  Sometime we cannot get these resolved until the next business day.  I personally talk to a lot of these customers.  We are a focused customer satisfaction company; we have had a lot of challenges with all of the changes we have made with the Riverside Waste acquisition.  We cannot fix problems if we do not know they exist, we are more than willing to except responsibility for our actions and fix our mistakes as well as credit our customers for these errors.We have made our fair share of mistakes and we have learned from these and we will not make these again.  We look forward to servicing our customers and their needs now an in the future.Sincerely,[redacted]

Complaint: 12172670
I would like to reject this response as entirely inadequate for the following reasons:1. Their records are incorrect and do not reflect the service issues that I had with the company. The two logs that they have on October 28th and November 1st were regarding the same pickup. My trash days are Friday and Tuesday. October 28th was a Friday, and the pickup was missed that day. The record that they have was of me calling to complain that my trash was missed. I spoke to [redacted] that day and I was very explicit that I did not want my trash sitting on the curb through the weekend until the following Tuesday when they would come around again on their normal route. [redacted] informed me he would send a driver back to get it that day. Contrary to what he wrote below, my trash was NOT picked up that day, as was also stated in my original complaint. . I waited through the weekend with the trash sitting on my curb. I did not call on Monday because I tried to give them the benefit of the doubt, thinking perhaps they got busy on Friday and would come to pick it up that day. They did not do so. As I expected, my trash was not picked up until their regular route the following Tuesday, which I had called specifically to prevent. The record they have on November 1st is from the call I placed to [redacted] that Tuesday to complain that what he had told me on Friday did not happen. 2. Their records also do not reflect the calls I placed in January regarding a different missed pickup, likely because the two different phone calls I placed that day were with a receptionist, who informed me [redacted] was unavailable. I left two messages for him, and never received a call back. Again, I was forced to wait until the following routine pickup for my trash to be picked up. 3. The records finally do not reflect the five calls I placed in May, which was the reason I initiated this complaint. Each time I called the phone rang and rang, with no response. I tried a couple of different phone numbers, both a local number and an 800 number, and was unable to get anyone on the phone. 4. Regarding the calls I placed May 23 to complain that my trash was left, yes there were some things sticking out of the top. Texas Waste Services provided each house with only one trash can, which was part of my complaint to [redacted] in October because they wouldn't pick anything up in any trash can other than their own. Our old service would pick up our two trash cans plus any trash (boxes, bags, etc.) that was sitting with them. Texas Waste Services refuses to do so. As customers, we are forced to use their one and only can or our trash doesn't get taken, and they certainly won't pick any trash up unless it's inside the can. During that same October phone call I mentioned previously, [redacted] told me that they provided the can in a large enough size that we are able to put everything in it. He informed me that as long as it went inside the can, it would be picked up. There was no limitation whatsoever mentioned that it couldn't have anything sticking out the top. As a customer, I am paying good money to be confined to Texas Waste Services' very specific methods as to how they run their trash service. I complied with those methods. Not picking up my trash is unacceptable. In addition, if there is some problem with my can that I'm unaware of (as I was in this case), I expect to be contacted by the driver, the supervisor, or someone in the company to hear an explanation as to why they are not doing their job, or are not able to. From my perspective, all I knew was that yet again, my trash was left for no good reason at all. If someone had had the courtesy to contact me and explain there was yet another limitation to my trash service that I didn't know about, I would have been able to at least try to comply with it. As it stands, however, Texas Waste Services left my trash, didn't service my house, had internal communications about it and called it a day. It is frankly ridiculous that I have to contact the Revdex.com to even find out the reason that my house was missed, especially since as I mentioned in item #4, I called numerous times at the time of the incident with no response whatsoever. Texas Waste Services does not understand the definition of customer service because they have none. 5. Conveniently, the Texas Waste Services staff, especially [redacted], are pretty much impossible to get hold of. If I am lucky enough to get a person on the phone, [redacted] is unavailable. Numerous messages I have left have gone unreturned. In my experience, however, speaking to [redacted] doesn't really do much good anyway because the one time we did communicate, what he told me was either a lie to get me off the phone or he and his staff didn't follow through to make sure that the problem was taken care of. "We pride ourselves on offering our customer[s] excellent service" is laughable. As a resolution to these problems, I would like one bill to be refunded or waived. Given the three different incidences that have occurred, the numerous attempts I have made to contact the company with no avail, and their failure to resolve any of the issues I have had in the past nine months, I feel this is more than fair. I currently have a June invoice that I have not yet paid, pending this complaint. Preferably, I would like Texas Waste Services to waive this bill and I will resume making payments with the next billing cycle. As always, I am available via phone or email to discuss this further.Regards,[redacted]

I am writing this letter to you in response to the Consumer Complaint from [redacted] at [redacted], Texas [redacted].  We failed to pick up our residential trash cart in a timely manner after she cancelled service with our company.  Our failure for this delay is...

unacceptable and as the General Manager, I will take full responsibility for our failure for not living up to our service standards.After receiving this complaint, I have met with my operations Team and discussed this failure, we as a Team cannot allow these accounts sit out there this long or fall through the cracks.  We have to ensure that we meet or exceed our service standards every day for all of our customers.We have removed the residential cart from Ms [redacted]'s home at [redacted], TX [redacted].  I apologize to her for the delay and we will work on meeting or exceeding our Customer expectations in the future.Sincerely,[redacted], General Manager