We would like to apologize for the inconvenience and frustration you experience due to missed service. We have issued credit on the account for one month of service. We have begun servicing this address and hope that you will notice an improvement in the level of service you are
receiving. Once again we apologize for the lack of service you have received thus far
We are very sorry that the customer has experienced missed service. After reviewing the account, it was determined that we did miss the customer's trash a few times during the past year and half. We have issued credit on the account for the documented missed pickups. We were unaware
the customer did not have a cart but have schedule for one to be delivered to the customer. A supervisor from Customer Service did contact the customer to discuss the account. The supervisor did advise of the credit at that time and the delivery of trash cart. We apologize for the inconvenience the missed service has caused the customer and will make every effort to avoid future missed services
Tiger did have a recent rate adjustment to offset increased operational costs. While fuel rates have gone down recently, they steadily rose throughout the past few years. Along with increased expensed at the landfill, increased insurance costs and increases labor costs. While
we can understand that customers may be unhappy with the increase, it was necessary. We will be happy to provide a invoice prior to the rate adjustment but do require the request from the account holder. This customer is not authorized on the account at the address indicated in the complaint
We are very sorry that the customer has been experience problems with their trash collection service. We have issued a work order to have all trash removed and applied credit to the account for the missed service. The customer service supervisor spoke with MsJackson in an effort to
resolve the matter and the Operations Manager left the customer a voicemail but has not yet received a return call. We hope that the matter has been resolved to the customers satisfaction
It is possible that a refund could have been issued if the customer had paid for a quarter that had not already begun. However, once the quarter has begun Tiger does not refund service fees. I do not have the information on the neighbors to confirm that is what happened. Tiger only offers refunds under two circumstances: military moves upon receipt of orders or account cancellation made prior to the start of the new quarter if paid in advance. Unfortunately, at this time no refund will be issued
The customer did have a bulk service that was provided and paid for. We invoice the account for the February quarter on January 1st and have not received payment for this quarter of service. We are a prepaid service provider. Attached is a copy of the customers statement that shows all charges applied to the account, as well as payments received. It does reflect a balance owed of $
The customer called in to schedule a bulk service for the items mentioned. At that time, the customer was advised of the no refund policy for bulk services. Since Tiger only removed a portion of the items, we will credit the account for the items not removed
We are very sorry to hear that this customer experience problems with their service. Tiger does not service boxed trash. Boxes do need to be broken done prior to service. The driver however is able to offer a one time courtesy service which is what we should have done. We
apologize that this was not done. The account has been closed per the customers request and a partial refund for services not rendered has been issued
We have review the account in question and the reason the customers trash was not collected was due to non-payment. The account has been on credit hold since the beginning of September. We will be happy to provide scheduled trash collection once payment has been made on the
account
This area is a new service area for Tiger SanitationWe have spoken with the residential supervisor and believe the issue has been resolved. The account has been issued a one month credit for the inconvenience and the missed service. You are welcome to leave your trash out once a
week, if you only need it service once per week. Tiger will continue to offer the service twice per week. Payment for service is required of all customers in advance. Unfortunately, that will not be changing at present
Complaint: ***
I am rejecting this response because:I am aware that they have provided refunds to other customers on our street that do not fall within the military exception to their policy
Regards,
*** ***
Complaint: ***
I am rejecting this response because: That $payment was for pick up of extra garbage, We had cleared out some packed items and I knew that there was to much trashSo I called and they told me that to pick up an extra can was $for that one pick up
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because, as is shown in my ongoing conversations with the business attached and shown below. They claim they have been attempting to contact me, but as is shown in our email conversations below, I have been trying to have them issue a credit for missed services, and have been trying to get someone in a position of authority to do so, as well as provide a solution for the ongoing problem with missed services. I have received neither a credit as they claim they have issued for the most recent service problems, nor have I received any statements of corrective actions that they are taking to remedy the situation going forward.Please see supporting email documentation, below: From: [redacted] <[redacted]> To: "[redacted]
[redacted]
[redacted]
[redacted] Sent: Thursday, July 2, 2015 11:50 AM Subject: 7/2 Update - After 3rd Request (6/20, 6/23, 6/25), 2nd call from "[redacted]" (6/26, 6/30) Re: Missed Service Friday, 6/19 ([redacted] - [redacted]) Thank you for finally responding via email to my numerous requests for email responses only, for documentation purposes. This is the 1st time I have received any direct emails or full names/titles of anyone at Tiger Sanitation.I have attached all of my correspondences below, to make note of the timelines and lack of responsiveness, beginning almost 2 weeks ago.I take exception to some of your comments, [redacted], as I have NOT been satisfied with my existing service at my other location ([redacted].), but at least, the trash is being picked up on the day it is scheduled. As far as attempting to resolve this as soon as possible? That hardly seems the case. As you will remember, we spoke about my dissatisfaction with containers laying on the ground, in the street, and with lids being left open "so a supervisor can make sure they were picked up", which is suspect at best, since the Tiger Sanitation-labeled container at my other address ([redacted].), has remained un-touched, with lid closed, while also consistently being missed for pick-up (at a minimum that I'm aware of, at least 7 times). The can fills with water, particularly with heavy rains, and becomes a perfect environment for maggots, flies, and nuisance animals (racoons and cats), all because the lid is left open, or in the street on it's side.I'm additionally dissatisfied that Tiger won't service 2, 95-gallon containers (regardless of branding) at my location for what I am paying, instead insisting upon "2, 30-gallon personal trash cans, or the equivalent of 4 trash bags." I already owned the 95-gallon containers before employing your service, so why would I be forced to purchase additional 30-gallon containers just to accommodate Tiger? I feel it would be more than fair to empty 2, 95-gallon containers at both of my addresses, as it is essentially the same amount of waste management.I'm not sure what can be accomplished by a phone call to your company. This has been tried many times in the past, to no avail, and is the reason I am requiring email correspondence only from now on. I have requested another MPU credit for the missed service, and have not received anything, including any response to my request.Additionally, I have been informed by the Revdex.com that I am to take no action until Tiger has responded to my complaint(s), which to this day, still has not happened. Why hasn't Tiger Sanitation responded to the Revdex.com request? I have attached the Revdex.com complaint information, below. [redacted]Customer # [redacted]Address of Problems: [redacted]., [redacted] From: Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin To: Mr. [redacted] Subject: Complaint has been sent to the business This message originally read on 6/23/2015 [redacted]
[redacted] Dear [redacted] : Thank you for contacting the Revdex.com. This message is in regard to your complaint submitted on 6/23/2015 1:41:42 PM against Tiger Sanitation, Inc.. Your complaint was assigned ID [redacted]. Your complaint has been sent to the business for their response. Once they have responded to the Revdex.com, we will contact you again. In the meantime, if the complaint gets resolved, please send us a message to inform us. Please remember that copies of your future correspondence will be sent to the company as well. The text of your complaint may be publicly posted on Revdex.coms Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when contacting us regarding this dispute. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language. Regards, [redacted] What is the next step? Revdex.com is waiting for a response from the business in regards to this complaint. There is no action for you to take at this time. We will contact you when we next require your input. From: [redacted] <[redacted]> To: "[redacted]" <[redacted]> Cc: [redacted] <[redacted]> Sent: Wednesday, July 1, 2015 5:00 PM Subject: [redacted] Mr. [redacted], The Residential Operations Manager has been trying to get in contact with you regarding the lack of service at the referenced address. We would like to speak to you to try and determine the underlying cause of this address being consistently missed. With several accounts on that street, there is no good reason that this one continues to have service issues. I understand that a phone calls may not come in at the best time for you to speak with us. If you could please reply with a day and time that we could have that talk, I would really appreciate it. We want to resolve the issue as quickly as possible. We appreciate your business and I am truly sorry for the continuous problems we have with this address. I am glad that you have an additional address with us so that you know we can and do provided great service. I am looking forward to helping resolve this with you. Warm regards, [redacted] Customer Service Manager Tiger Sanitation, Inc. [redacted]
[redacted]
[redacted] From: [redacted] <[redacted]> To: "[redacted]
[redacted] Sent: Tuesday, June 30, 2015 11:51 AM Subject: 6/30 Update - After 3rd Request (6/20, 6/23, 6/25), 2nd call from "[redacted]" (6/26, 6/30) Re: Missed Service Friday, 6/19 ([redacted] - [redacted] Blvd, New Braunfels) I received another call from "[redacted]" this morning.Apparently, my emails are not being read, forwarded, and/or conveyed to the appropriate personnel.Again, please respond to any and all responses via email, for my documentation purposes.Thank you, [redacted]Customer # [redacted]Address of Problems: [redacted] From: [redacted] <[redacted]> To: "[redacted]
[redacted] Sent: Saturday, June 27, 2015 10:37 AM Subject: 6/27 Update - After 3rd Request (6/20, 6/23, 6/25), call from "[redacted]". Re: Missed Service Friday, 6/19 ([redacted] - [redacted]
[redacted] I received a voice-mail message from "[redacted]", Friday afternoon, 06/26, with no last name, calling in reference to my ongoing service issues as indicated in my original email below.For documentation reasons, I would like to receive written email responses to my emails below from "[redacted]", with a full name and title, as well as contact information, so I will know whom to address going forward as we work to resolve the issues.Thanks,[redacted] From: [redacted] <[redacted]> To: "[redacted]
[redacted]> Sent: Thursday, June 25, 2015 11:29 AM Subject: 6/25 Update? - 3rd Request (6/20, 6/23, 6/25) - Missed Service Friday, 6/19 ([redacted] - [redacted] Still waiting for ANY response from ANYONE, regarding my ongoing service problems and MPU Credit. [redacted] From: [redacted] <[redacted]> To: "[redacted]
[redacted]> Sent: Tuesday, June 23, 2015 12:05 PM Subject: 6/23 Update - 2nd Request for Response? - Missed Service - Friday, 6/19 ([redacted] - [redacted]) Please contact me about my service problems addressed in my 06/20 email, as shown below.Thanks, [redacted] From: [redacted] <[redacted]> To: "[redacted]
[redacted] Sent: Saturday, June 20, 2015 11:41 AM Subject: Missed Service - Friday, 6/19 ([redacted] - [redacted]) Here is my information:Customer No: [redacted]I have 2 addresses on my bill1) [redacted] - no problems.2) [redacted] - Recurring problems. This address is habitually missed. So much so, that an "MPU CREDIT" for $48.13 had to be issued on 05/22/15, because there were at least 5 occasions where the service employees failed to service this location. This is particularly frustrating, since I clearly have, and have always had, a brown Tiger Sanitation 95 gallon waste container at the street level at any and ALL times.Please contact me as soon as possible to resolve this, yet again, recurring problem. I expect another MPU CREDIT to be issued for the missed week of service.This was discussed with [redacted], ad nauseum, on 05/22, and we've already had it happen again, only 4 weeks after the discussion was supposed to resolve the problem.[redacted]
Regards,
[redacted]
All customers are started at the base rate for their community. Rate can vary depending whether a customer received a promotional rate or any discount at the start of service. Rates do increase over time, so the number of increase a customer has received can also cause one customer to be at a higher rate than another. Recycle is included with trash collection. We do not charge additional for this services, so it does not affect pricing. We are a local business that charges a fair rate for the services we provide. We hope that you understand the need for the increase and continue your service with Tiger Sanitation.
Dear Mr. [redacted]:I am sending this letter to notify you with a billing issue to the above account # that I am trying to get resolved. On February 26, 2017 I went on-line for my March 2017 payment of $94.05 and all I did was add a debit card for the payment. I did receive an email on March 1,...
2017 changes have been made to your automatic payment method (enclosed copy). First, I did not register for automatic payment and if so it was done in error. As the email mentions if this was done in error or without knowledge to please contact # ([redacted] for assistance. Also, I was checking my account for amount of withdrawal and noticed that $192.80 was withdrawal for Tiger Sanitation (this is double my normal monthly billing of $94.05).On Thursday, March 2, 2017 @ 8:13 a.m. I contacted the office spoke with Ms. [redacted] and explain my situation, she did say that all she could do would be to remove the automatic payment. Ms. [redacted] then mentioned she would need to transfer me to another department that handles front loaders for residence. I spoke with Ms. [redacted] that I am requesting for refund of $98.75 because the only amount that I should be charged was $94.05 (monthly billing). Ms. [redacted] said "the only person that could assist me would be a manager and that person was not available. I requested from Ms. [redacted] whom would I be expecting a call back from?? Ms. [redacted] said "[redacted]" and I had her repeat the name back to me. I called back at 9:48 a.m. spoke with Mr. [redacted] again had to explain the purpose of my call and I asked if the manager would be available to speak with?? I was told "no that person was not available and that he/she would contact me in order that my call was received and it should be by noon of that day". Well, that day has come and gone and it is now Monday, March 6, 2017 I am still waiting to receive a call back regarding my refund of $98.75. In-Addition, on Friday, March 3, 2017 I have reached out to the Revdex.com and filed a complaint #12020328 for possibly having them assist me of resolving my complaint. I consider myself as a valued customer with Tiger Sanitation since October 2005 and this is no way I should be treated. As long as I have been a customer at any time I have not requested or registered for automatic payment (why would I start now??) Also, if you review my account of my monthly payments and that I have diligently made my payment on time for this account.OVER1 [redacted] (SAM)From: [redacted] <[redacted]@sbcglobal.net>Sent: Wednesday, March 01, 2017 6:23 PMTo: [redacted] (SAPD)Subject: Fwd- Tiger Sanitation - Changes have been made to your Automatic Payment Method!Patricia "Pat"Borrego Original Message Subject: Tiger Sanitation - Changes have been made to your Automatic Payment Method!From: [redacted]@tiger-tx.com Sent: Sunday, February 26, 2017, 12:31 PMTo: [redacted]@sbcglobal.net CC:Dear Valued Customer.-1 here has been a recent change to your automatic payment method through our online system. You have changed from None to None. This was changed on 226 '2017 12:31:04 PM by the user purple14. jf this was done in error orVithout your knowledge, please contact us at ([redacted] for assistance.Thank you,Tiger Sanitation[redacted]
We do apologize for misinformation that might been provided by one of our customer service representatives. After reviewing the account, I do see that a bill was sent to the customer on January 1st, for the upcoming quarter of service which would be from February through April. On...
January 28th, the customer made a partial payment of $16.24. This left a balance on the account of $31.53. The account is currently on credit hold due to non-payment. It has not been closed out. I attempted to contact the customer but was not able to reach her. A message was left for a return call. As for the customer's personal container, we do regret that it was damaged. We strongly recommend that our customers take advantage of the carts that Tiger does provide. We provide trash carts at no additional cost to our customers. If a customer decides to use a personal cart, we do advise it is at their own risk as Tiger is not responsible for damage to personal containers. These containers get damaged with use, just as the Tiger provided carts do. I have attached a copy of the Tiger policies for you to review. Please see the section labeled limitations.
Tiger has reached out to the customer to resolve the service issues for this address and been unsuccesful. We do require direct communication, as we need to determine the root cause for the missed services. This cannot be done through ongoing emails. The customer was issued credit in the amount of $52.11. Attached is the invoice reflecting the credits that have been provided. If the customer, would prefer to close the account rather than contact us to resolve the matter we will refund the current quarter of service.
We have spoken with the consumer and rectified the situation. Tiger Sanitation apologizes for any inconvenience and appreciates the opportunity the consumer gave us to correct it.
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. Request credit reflect in next billing statement or separate letter from Tiger Sanitation.
Regards,
[redacted]
We would like to apologize for the inconvenience and frustration you experience due to missed service. We have issued credit on the account for one month of service. We have begun servicing this address and hope that you will notice an improvement in the level of service you are
receiving. Once again we apologize for the lack of service you have received thus far
We are very sorry that the customer has experienced missed service. After reviewing the account, it was determined that we did miss the customer's trash a few times during the past year and half. We have issued credit on the account for the documented missed pickups. We were unaware
the customer did not have a cart but have schedule for one to be delivered to the customer. A supervisor from Customer Service did contact the customer to discuss the account. The supervisor did advise of the credit at that time and the delivery of trash cart. We apologize for the inconvenience the missed service has caused the customer and will make every effort to avoid future missed services
Complaint: ***
I am rejecting this response because: to continue to charge for services not received is an unfair business practice.
Regards,
*** ***
Tiger did have a recent rate adjustment to offset increased operational costs. While fuel rates have gone down recently, they steadily rose throughout the past few years. Along with increased expensed at the landfill, increased insurance costs and increases labor costs. While
we can understand that customers may be unhappy with the increase, it was necessary. We will be happy to provide a invoice prior to the rate adjustment but do require the request from the account holder. This customer is not authorized on the account at the address indicated in the complaint
We are very sorry that the customer has been experience problems with their trash collection service. We have issued a work order to have all trash removed and applied credit to the account for the missed service. The customer service supervisor spoke with MsJackson in an effort to
resolve the matter and the Operations Manager left the customer a voicemail but has not yet received a return call. We hope that the matter has been resolved to the customers satisfaction
It is possible that a refund could have been issued if the customer had paid for a quarter that had not already begun. However, once the quarter has begun Tiger does not refund service fees. I do not have the information on the neighbors to confirm that is what happened. Tiger only offers refunds under two circumstances: military moves upon receipt of orders or account cancellation made prior to the start of the new quarter if paid in advance. Unfortunately, at this time no refund will be issued
The customer did have a bulk service that was provided and paid for. We invoice the account for the February quarter on January 1st and have not received payment for this quarter of service. We are a prepaid service provider. Attached is a copy of the customers statement that shows all charges applied to the account, as well as payments received. It does reflect a balance owed of $
The customer called in to schedule a bulk service for the items mentioned. At that time, the customer was advised of the no refund policy for bulk services. Since Tiger only removed a portion of the items, we will credit the account for the items not removed
We are very sorry to hear that this customer experience problems with their service. Tiger does not service boxed trash. Boxes do need to be broken done prior to service. The driver however is able to offer a one time courtesy service which is what we should have done. We
apologize that this was not done. The account has been closed per the customers request and a partial refund for services not rendered has been issued
We have review the account in question and the reason the customers trash was not collected was due to non-payment. The account has been on credit hold since the beginning of September. We will be happy to provide scheduled trash collection once payment has been made on the
account
This area is a new service area for Tiger SanitationWe have spoken with the residential supervisor and believe the issue has been resolved. The account has been issued a one month credit for the inconvenience and the missed service. You are welcome to leave your trash out once a
week, if you only need it service once per week. Tiger will continue to offer the service twice per week. Payment for service is required of all customers in advance. Unfortunately, that will not be changing at present
Complaint: ***
I am rejecting this response because:I am aware that they have provided refunds to other customers on our street that do not fall within the military exception to their policy
Regards,
*** ***
Complaint: ***
I am rejecting this response because: That $payment was for pick up of extra garbage, We had cleared out some packed items and I knew that there was to much trashSo I called and they told me that to pick up an extra can was $for that one pick up
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because, as is shown in my ongoing conversations with the business attached and shown below. They claim they have been attempting to contact me, but as is shown in our email conversations below, I have been trying to have them issue a credit for missed services, and have been trying to get someone in a position of authority to do so, as well as provide a solution for the ongoing problem with missed services. I have received neither a credit as they claim they have issued for the most recent service problems, nor have I received any statements of corrective actions that they are taking to remedy the situation going forward.Please see supporting email documentation, below: From: [redacted] <[redacted]> To: "[redacted]
[redacted]
[redacted]
[redacted] Sent: Thursday, July 2, 2015 11:50 AM Subject: 7/2 Update - After 3rd Request (6/20, 6/23, 6/25), 2nd call from "[redacted]" (6/26, 6/30) Re: Missed Service Friday, 6/19 ([redacted] - [redacted]) Thank you for finally responding via email to my numerous requests for email responses only, for documentation purposes. This is the 1st time I have received any direct emails or full names/titles of anyone at Tiger Sanitation.I have attached all of my correspondences below, to make note of the timelines and lack of responsiveness, beginning almost 2 weeks ago.I take exception to some of your comments, [redacted], as I have NOT been satisfied with my existing service at my other location ([redacted].), but at least, the trash is being picked up on the day it is scheduled. As far as attempting to resolve this as soon as possible? That hardly seems the case. As you will remember, we spoke about my dissatisfaction with containers laying on the ground, in the street, and with lids being left open "so a supervisor can make sure they were picked up", which is suspect at best, since the Tiger Sanitation-labeled container at my other address ([redacted].), has remained un-touched, with lid closed, while also consistently being missed for pick-up (at a minimum that I'm aware of, at least 7 times). The can fills with water, particularly with heavy rains, and becomes a perfect environment for maggots, flies, and nuisance animals (racoons and cats), all because the lid is left open, or in the street on it's side.I'm additionally dissatisfied that Tiger won't service 2, 95-gallon containers (regardless of branding) at my location for what I am paying, instead insisting upon "2, 30-gallon personal trash cans, or the equivalent of 4 trash bags." I already owned the 95-gallon containers before employing your service, so why would I be forced to purchase additional 30-gallon containers just to accommodate Tiger? I feel it would be more than fair to empty 2, 95-gallon containers at both of my addresses, as it is essentially the same amount of waste management.I'm not sure what can be accomplished by a phone call to your company. This has been tried many times in the past, to no avail, and is the reason I am requiring email correspondence only from now on. I have requested another MPU credit for the missed service, and have not received anything, including any response to my request.Additionally, I have been informed by the Revdex.com that I am to take no action until Tiger has responded to my complaint(s), which to this day, still has not happened. Why hasn't Tiger Sanitation responded to the Revdex.com request? I have attached the Revdex.com complaint information, below. [redacted]Customer # [redacted]Address of Problems: [redacted]., [redacted] From: Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin To: Mr. [redacted] Subject: Complaint has been sent to the business This message originally read on 6/23/2015 [redacted]
[redacted] Dear [redacted] : Thank you for contacting the Revdex.com. This message is in regard to your complaint submitted on 6/23/2015 1:41:42 PM against Tiger Sanitation, Inc.. Your complaint was assigned ID [redacted]. Your complaint has been sent to the business for their response. Once they have responded to the Revdex.com, we will contact you again. In the meantime, if the complaint gets resolved, please send us a message to inform us. Please remember that copies of your future correspondence will be sent to the company as well. The text of your complaint may be publicly posted on Revdex.coms Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when contacting us regarding this dispute. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language. Regards, [redacted] What is the next step? Revdex.com is waiting for a response from the business in regards to this complaint. There is no action for you to take at this time. We will contact you when we next require your input. From: [redacted] <[redacted]> To: "[redacted]" <[redacted]> Cc: [redacted] <[redacted]> Sent: Wednesday, July 1, 2015 5:00 PM Subject: [redacted] Mr. [redacted], The Residential Operations Manager has been trying to get in contact with you regarding the lack of service at the referenced address. We would like to speak to you to try and determine the underlying cause of this address being consistently missed. With several accounts on that street, there is no good reason that this one continues to have service issues. I understand that a phone calls may not come in at the best time for you to speak with us. If you could please reply with a day and time that we could have that talk, I would really appreciate it. We want to resolve the issue as quickly as possible. We appreciate your business and I am truly sorry for the continuous problems we have with this address. I am glad that you have an additional address with us so that you know we can and do provided great service. I am looking forward to helping resolve this with you. Warm regards, [redacted] Customer Service Manager Tiger Sanitation, Inc. [redacted]
[redacted]
[redacted] From: [redacted] <[redacted]> To: "[redacted]
[redacted] Sent: Tuesday, June 30, 2015 11:51 AM Subject: 6/30 Update - After 3rd Request (6/20, 6/23, 6/25), 2nd call from "[redacted]" (6/26, 6/30) Re: Missed Service Friday, 6/19 ([redacted] - [redacted] Blvd, New Braunfels) I received another call from "[redacted]" this morning.Apparently, my emails are not being read, forwarded, and/or conveyed to the appropriate personnel.Again, please respond to any and all responses via email, for my documentation purposes.Thank you, [redacted]Customer # [redacted]Address of Problems: [redacted] From: [redacted] <[redacted]> To: "[redacted]
[redacted] Sent: Saturday, June 27, 2015 10:37 AM Subject: 6/27 Update - After 3rd Request (6/20, 6/23, 6/25), call from "[redacted]". Re: Missed Service Friday, 6/19 ([redacted] - [redacted]
[redacted] I received a voice-mail message from "[redacted]", Friday afternoon, 06/26, with no last name, calling in reference to my ongoing service issues as indicated in my original email below.For documentation reasons, I would like to receive written email responses to my emails below from "[redacted]", with a full name and title, as well as contact information, so I will know whom to address going forward as we work to resolve the issues.Thanks,[redacted] From: [redacted] <[redacted]> To: "[redacted]
[redacted]> Sent: Thursday, June 25, 2015 11:29 AM Subject: 6/25 Update? - 3rd Request (6/20, 6/23, 6/25) - Missed Service Friday, 6/19 ([redacted] - [redacted] Still waiting for ANY response from ANYONE, regarding my ongoing service problems and MPU Credit. [redacted] From: [redacted] <[redacted]> To: "[redacted]
[redacted]> Sent: Tuesday, June 23, 2015 12:05 PM Subject: 6/23 Update - 2nd Request for Response? - Missed Service - Friday, 6/19 ([redacted] - [redacted]) Please contact me about my service problems addressed in my 06/20 email, as shown below.Thanks, [redacted] From: [redacted] <[redacted]> To: "[redacted]
[redacted] Sent: Saturday, June 20, 2015 11:41 AM Subject: Missed Service - Friday, 6/19 ([redacted] - [redacted]) Here is my information:Customer No: [redacted]I have 2 addresses on my bill1) [redacted] - no problems.2) [redacted] - Recurring problems. This address is habitually missed. So much so, that an "MPU CREDIT" for $48.13 had to be issued on 05/22/15, because there were at least 5 occasions where the service employees failed to service this location. This is particularly frustrating, since I clearly have, and have always had, a brown Tiger Sanitation 95 gallon waste container at the street level at any and ALL times.Please contact me as soon as possible to resolve this, yet again, recurring problem. I expect another MPU CREDIT to be issued for the missed week of service.This was discussed with [redacted], ad nauseum, on 05/22, and we've already had it happen again, only 4 weeks after the discussion was supposed to resolve the problem.[redacted]
Regards,
[redacted]
All customers are started at the base rate for their community. Rate can vary depending whether a customer received a promotional rate or any discount at the start of service. Rates do increase over time, so the number of increase a customer has received can also cause one customer to be at a higher rate than another. Recycle is included with trash collection. We do not charge additional for this services, so it does not affect pricing. We are a local business that charges a fair rate for the services we provide. We hope that you understand the need for the increase and continue your service with Tiger Sanitation.
Dear Mr. [redacted]:I am sending this letter to notify you with a billing issue to the above account # that I am trying to get resolved. On February 26, 2017 I went on-line for my March 2017 payment of $94.05 and all I did was add a debit card for the payment. I did receive an email on March 1,...
2017 changes have been made to your automatic payment method (enclosed copy). First, I did not register for automatic payment and if so it was done in error. As the email mentions if this was done in error or without knowledge to please contact # ([redacted] for assistance. Also, I was checking my account for amount of withdrawal and noticed that $192.80 was withdrawal for Tiger Sanitation (this is double my normal monthly billing of $94.05).On Thursday, March 2, 2017 @ 8:13 a.m. I contacted the office spoke with Ms. [redacted] and explain my situation, she did say that all she could do would be to remove the automatic payment. Ms. [redacted] then mentioned she would need to transfer me to another department that handles front loaders for residence. I spoke with Ms. [redacted] that I am requesting for refund of $98.75 because the only amount that I should be charged was $94.05 (monthly billing). Ms. [redacted] said "the only person that could assist me would be a manager and that person was not available. I requested from Ms. [redacted] whom would I be expecting a call back from?? Ms. [redacted] said "[redacted]" and I had her repeat the name back to me. I called back at 9:48 a.m. spoke with Mr. [redacted] again had to explain the purpose of my call and I asked if the manager would be available to speak with?? I was told "no that person was not available and that he/she would contact me in order that my call was received and it should be by noon of that day". Well, that day has come and gone and it is now Monday, March 6, 2017 I am still waiting to receive a call back regarding my refund of $98.75. In-Addition, on Friday, March 3, 2017 I have reached out to the Revdex.com and filed a complaint #12020328 for possibly having them assist me of resolving my complaint. I consider myself as a valued customer with Tiger Sanitation since October 2005 and this is no way I should be treated. As long as I have been a customer at any time I have not requested or registered for automatic payment (why would I start now??) Also, if you review my account of my monthly payments and that I have diligently made my payment on time for this account.OVER1 [redacted] (SAM)From: [redacted] <[redacted]@sbcglobal.net>Sent: Wednesday, March 01, 2017 6:23 PMTo: [redacted] (SAPD)Subject: Fwd- Tiger Sanitation - Changes have been made to your Automatic Payment Method!Patricia "Pat"Borrego Original Message Subject: Tiger Sanitation - Changes have been made to your Automatic Payment Method!From: [redacted]@tiger-tx.com Sent: Sunday, February 26, 2017, 12:31 PMTo: [redacted]@sbcglobal.net CC:Dear Valued Customer.-1 here has been a recent change to your automatic payment method through our online system. You have changed from None to None. This was changed on 226 '2017 12:31:04 PM by the user purple14. jf this was done in error orVithout your knowledge, please contact us at ([redacted] for assistance.Thank you,Tiger Sanitation[redacted]
We do apologize for misinformation that might been provided by one of our customer service representatives. After reviewing the account, I do see that a bill was sent to the customer on January 1st, for the upcoming quarter of service which would be from February through April. On...
January 28th, the customer made a partial payment of $16.24. This left a balance on the account of $31.53. The account is currently on credit hold due to non-payment. It has not been closed out. I attempted to contact the customer but was not able to reach her. A message was left for a return call. As for the customer's personal container, we do regret that it was damaged. We strongly recommend that our customers take advantage of the carts that Tiger does provide. We provide trash carts at no additional cost to our customers. If a customer decides to use a personal cart, we do advise it is at their own risk as Tiger is not responsible for damage to personal containers. These containers get damaged with use, just as the Tiger provided carts do. I have attached a copy of the Tiger policies for you to review. Please see the section labeled limitations.
Tiger has reached out to the customer to resolve the service issues for this address and been unsuccesful. We do require direct communication, as we need to determine the root cause for the missed services. This cannot be done through ongoing emails. The customer was issued credit in the amount of $52.11. Attached is the invoice reflecting the credits that have been provided. If the customer, would prefer to close the account rather than contact us to resolve the matter we will refund the current quarter of service.
We have spoken with the consumer and rectified the situation. Tiger Sanitation apologizes for any inconvenience and appreciates the opportunity the consumer gave us to correct it.
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. Request credit reflect in next billing statement or separate letter from Tiger Sanitation.
Regards,
[redacted]