Scott Valley Disposal Inc.

Review: Company misrepresented services & billing and services described varied from each salesperson. Second salesperson was verbally aggressive and rude.

My initial call was to the owner ([redacted]?) who described his services. He was courteous, kind, and was willing to bring a trash dumpster to the residence I needed on any day that was needed. He said that if I needed the dumpster there for longer than a week, he didn't mind waiting an extra day or two to make things easier. He said that he would bill the service to my address in Oregon or over the phone, whichever was easiest for me.

My mother, at this residence, is very ill and I was selling her estate and making all arrangements over the phone. I sincerely appreciated [redacted]'s effort in making the transactions seem very easy.

Two weeks later in early October, I called the company back to order services for that week. I encountered a new salesperson ([redacted]?) who described the services and billing much differently. He was abrasive over the phone saying he strictly adheres to a schedule of dumpster drop-offs and pick-ups. He would only drop the dumpster off on Thursdays, and no other day. He continued that he only dumps on Tuesdays, and pick-ups were strictly after 1 week and not a day longer.

Additionally, he said that he refused to bill the services to my address because the company had an unpaid balance from an estranged family member of mine who shared the last name as me. That family member did not even live at the address where the dumpster was going. He required the full balance of the dumpster before he would send it to the address, which was different from what the first representative told me.

I paid the bill on 10-16-2013 so that he would deliver the dumpster since there were no other disposal companies in this area.

After one week, I called (several times) during business hours to express that I needed to keep their dumpster for a few more weeks. I received a phone call back on 10-24-13 where [redacted] demanded that a $65.00 additional amount be paid at that moment or he would be picking up the dumpster. I work at a large hospital and was in a separate building caring for my patient during his call. I asked if he could wait until my lunch or the end of my shift. [redacted] very aggressively said he would wait 1 1/2 hours, and if he "didn't get his payment he was going to pick up the dumpster." He additionally expressed very angrily how I was holding up his entire company by making him wait. I never received my lunch that day, but called him after my 12 1/2 hour shift, with no answer. I worked Friday, Saturday, Sunday, and today with all shifts 12 1/2 hours. I received three calls from [redacted] and each time I tried calling back with no answer.

After work tonight, I received a phone call from the buyer that the dumpster was picked up even though I expressed that I needed it for the entire month.

This company's behavior is borderline discrimination. I was given different service and billing descriptions by different sales representatives. This company regularly sends bills to their customers yet I was treated differently and immediate payment was demanded before services since one of my estranged family members had an unpaid bill with their company.Desired Settlement: I would appreciate a refund for the services that I paid for.

Or

I would appreciate the dumpster to be re-delivered for no additional charge.

I would also appreciate a letter of apology for being treated so poorly.

Business

Response:

Initial Business Response

Scott Valley Disposal has been meeting the needs of customers for over 20 years, and have stood by the same policies during that time. One of our policies that we have followed for over 20 years is to receive payment before delivery on our dumpster services. We deliver dumpsters on Thursdays, and dump dumpsters once a week according to their location on our routes. This was discussed on the phone with the customer. We did have a past due account with someone with the same last name as this new customer at that same address. However, we did not hold this customer accountable for this past due account, but instead enforced our same policy that we do for any new customer, which is payment before delivery. The customer tried to get me to take half of the payment over the phone, and charge the other half later because she stated her credit limit was maxed out. I informed her that we did not hold credit card information for customers, and that she had to pay the full amount.

She continued to aggressively request me to hold the credit card information and charge it later. When I repeatedly denied her request to hold half the payment, the customer questioned, "Did I know how to do that". I again told her that we did not do that, as it is not our policy. She then said she would call me back to see if they even needed the dumpster, as she is in Oregon and the property location where the dumpster was going was in California. Our office hours are between 8 am and 5 pm Monday-Friday. I stayed late until 6:30 PM on 10/16 and waited for her to call back with the initial payment of $70. This fee was for a 2 yd dumpster, 1 time dump. She called after hours and I took payment over the phone, and the dumpster was delivered on 10/17. We dumped the dumpster on 10/22, as per our discussion over the phone, as this was a one time dump, and this is what she paid for. I received a call on the message machine after hours, after her dumpster was dumped on 10/22. She stated she needed it longer and wanted to keep the bin for an additional 3 dumps. I tried to call her 3 times between 10/22 and 10/24 (10/24 was the day we deliver and remove dumpsters) to inform her that I would need a payment for the additional services she was requesting.

On 10/24 around 2:00 Pm, I was able to reach her and she stated that she couldn't pay over the phone right then, but would call back in an hour and a half and would pay. I kept my driver around for the additional hour and a half, to wait for her phone call, but did not receive a call back. I decided to give her a grace period and try to reach her again Friday 10/25. After 3 additional calls and voice messages, I still had not heard back from her by Monday 10/28 so around 2:00 pm I sent a driver up to the residence to retrieve the dumpster. Upon arrival, the dumpster was completely full so we dumped it again for a second time and hauled it back to our shop. This second dump was not paid for by the customer. At this point, I will gladly redeliver the dumpster if I would receive payment for the second dump which was not paid for, and the remainder two dumps that she is requesting. The fee for this would be $65.00.

Scott Valley Disposal takes pride in meeting the needs of customers and has upheld the same values and policies for over 20 years. This customer asked us to do things that are not in our policies. We stayed after hours to meet her needs. As of right now, this customer owes us for our services. We hope that we can continue to meet her needs, and look forward to receiving payment.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Scott Valley Disposal has stated different policies to different customers and this is borderline discrimination. This company required that that I pre-pay for services while they do require this of other customers. This company did not provide the services I requested.

This company has been dishonest, disrespectful, contradictive and has cost me a great deal of time, expense, and grief.

In response, this company has offered no resolution or apology for their misconduct. This is unnacceptable.

Final Business Response

Scott Valley Disposal stands by our policies. We do not owe this customer anything. We provided the service requested for the fee that was discussed and paid for. The dumpster was filled for a second time, and we dumped it prior to removing it. We will not charge for the second dump which was not paid for.