Initial Business Response / [redacted] (1000, 8, 2015/11/18) */ We are very sorry for the trouble Mr [redacted] experienced with his serviceAccording to his account, I show the owner advised to cancel the contract on 10/12/Notification was sent to the customer regarding this Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received confirmation of cancellationCould you please send an email to [redacted] @gmail.com or a letter to [redacted] XXXXXAlso come and pick up the garbage cans that have been left in my front yard for over a monthThanks [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/12/11) */ According to Mr [redacted] 's account, I show he signed up for service at $per monthThis was the rate he was given when service startedWe actually even started his service lower than that at $per month as his first month bill was $With his information being inaccurate, he was charged the cancellation fee
Initial Business Response / [redacted] (1000, 7, 2015/12/17) */ We are very sorry for all the trouble this has caused youWe have scheduled to have the containers brought in on 12/18/We have it noted by the driver that this was done so we do apologize for for the inconvenience Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) They followed through and completed our requestThey removed their dumpsters from our property
Initial Business Response / [redacted] (1000, 8, 2015/11/02) */ Per Mr [redacted] request, he was refunded his $plus the remainder of his prepaid service Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/13) */ Consumer indicated that he/she accepted the business response
Initial Business Response / [redacted] (1000, 8, 2015/11/18) */ We are sorry to hear of the trouble Ms [redacted] experiencedAfter speaking with management they did decide to issue her a refund on 11/This was refunded on 11/ Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/01) */ They have only issued a partial refund at that timeI request that they issue the remainder of the refund and pick up their trash cans that are still sitting at my house
We did offer contracts during the time Ms [redacted] signed up for service I also show that we received an email from her 7/29/and her email was returned on 7/29/ The email she sent said to cancel her service because the door sales rep lied to herOur response to her was to ask what he lied about She did respond to that, however, her response had anything to do with our actual service The contract she signed was very clear and stated that she had days to cancel her service, I'm sorry if this was missed by Ms [redacted] We are under new management since January and Ms [redacted] has made no attempt to contact us that I can see We would be more than happy to assist Ms [redacted] with this matter Please have her contact our office so we can move forward and adjust her account
Initial Business Response / [redacted] (1000, 7, 2015/12/31) */ I have reviewed Ms [redacted] 's account and per her request and the information I show, I have cancelled her contractWe are sorry for any trouble this has caused Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I may be misunderstanding but Troje's does not address the cancellation feeI want it stated that the fee is waived as well as the contract cancelled Thank you
Initial Business Response / [redacted] (1000, 7, 2015/12/29) */ We are sorry for the trouble Ms [redacted] experienced with her account creditThe information provided to her was accurate, we do not issue refunds if you cancel after you have prepaid unless you have experienced trouble with your service I'm unsure if she was advised of our refund policy in that situation or if she was actually advised she would receive a refundNonetheless, I have noted her account to be refunded in the amount of $It can take up to days to see a refund check as we typically only refund via ACH Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told in October refunds are issued on the and and I would be receiving a check in the mailServices were cancelled in August, this is more than enough time to issue a refund
Initial Business Response / [redacted] (1000, 7, 2015/12/24) */ After reviewing this account, I did see there was a pickup of larger items that would not fit in the trash cartThis resulted in a charge of $60, typically this is not something we would waive, however, it appears this was removed by a staff member, There are also yard waste charges in the amount of $that cannot be remove by our staffThis leave the balance on the account of $so at this time we will not be able to issue a refund Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never in the past paid for yard waste pick up, if this is new I was never made aware that you started charging for yard waste pick upWhy is it that I was originally told there would be a credit due, then when I called to get that refunded I was told that only the owner could authorize it and would have him call meThe 3rd time is when I was told there was a balance duePer your website "We haul one paper bag (or gal can) of compost for free each week with your regular pick-upsExtra bags can be picked up for an additional chargePlease call for pricingCOUNTY REGULATIONS DO NOT ALLOW ANY YARD WASTE IN PLASTIC BAGS! Bags must be compostable and cans must be marked "Compost"." It states free at most I had times with containers, I do not think that equals over $- - https://secure1.fasterproductions.com/trojestrash/residential/compost-yard-waste...⇄
Initial Business Response / [redacted] (1000, 7, 2015/12/17) */ We are sorry for the trouble Ms [redacted] experienced with the serviceI have made changes to her account that I'm sure will resolve her concernsOnce Ms [redacted] contacts our office, we can inform her of the changes Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/12/30) */ The customer indicated that he/she accepted the business response
We are sorry Ms [redacted] was afraid to cancel for fear she would not receive a refund We are under new management and this is in no way how we do business I show this refund was put through to her account already Ms [redacted] is on our auto pay for the 25th of the month, per our policy if a customer is on auto pay, their refund will be issued at that time This month we did a system update which delayed it, however, she should have had this deposited back to her checking account by 5/27/ At this time, I show her account is closed
Initial Business Response / [redacted] (1000, 8, 2015/12/11) */ We are sorry for the trouble Mr [redacted] experienced with the serviceAfter reviewing his account, I don't show he was ever given credit for his canceled serviced months in advise, so this was correctedIn regards to the items the customer brought to our office, his charge was accurate based on the gallons of trash he brought to our shopI have issued a 4-30g bag credit due to the missed pickup leaving him with a balance of $We will be happy to contact the collection company when full payment for the balance is made Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept but with reservations as too the accuracy of the chargesIt's not worth the aggravation or time too continue disputing this matter any further I would need something in writing stating " I will be absolved of any further collection in this matter once payment has been recieved " Yours truly, [redacted] P [redacted] p.sDo I bring payment to office on Concord Boulevard or do I remit too Creditor Advocates ?
Initial Business Response /* (1000, 10, 2015/09/01) */
According to Ms*** account, I show that we were contacted on 12/5/regarding the service and the ratesShe was advised that per her contract she would need to give us chance to fix that we needed to noteShe became upset over this
and hung upPer the contract we were not given the chance to fix this so when she stopped the service the cancellation fee was charged
Initial Consumer Rebuttal /* (3000, 12, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked Troje to pick up our trash because they missed itI also informed Troje they missed picking up our trash on several occasions and I would like to cancel serviceShe said I had to give them another chanceShe was extremely rude, did not apologize or offer a solution about what Troje was going to do to fix thisShe raised her voice and said I had to pay them to cancelI hung upThey never did pick up my trash, charged me for it and continue to bill meThis is unacceptable business practiceTroje wants us to pay them for not picking up our trashIf they wanted another chance, Troje should have made sure to pick up our trash on the day I complainedbut they did not and we were charged for that plus and added late chargesUnacceptable!
I became upset because the woman who I was speaking to was rude, raised her voice and did not offer a solutionShe did not say they would rectify the matterWe try very hard to give our business to local companies, but in this case it is not possible
We paid the bill in full and would like to severe all business dealings with Troje Trash
Initial Business Response /* (1000, 14, 2015/11/03) */
We are sorry Ms*** was billed againOur system is setup to bill late fees months after the late actually occursThis is why she received the fees after her account was closedI have removed the fees leaving her with a $balance on
her account
Initial Consumer Rebuttal /* (2000, 16, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Our account was NEVER in arrears so no late fee should have ever been appliedThese erroneous fees have been removed twice before and we still keep receiving billsIf we receive another bill I will contact the MN Attorney General
Initial Business Response /* (1000, 8, 2015/11/30) */
We truly to apologize for the trouble Mr *** has experiencedAfter reviewing his account, I have issued him free month
Initial Consumer Rebuttal /* (2000, 10, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response
from the business.)
We accept since that is what we requestedThank you with the assistance with this matter
Initial Business Response /* (1000, 5, 2015/09/01) */
I advised the customer that we would issue him a refund of $after our records indicated that he actually paid itSeveral of the office reps advised him to send in a copy of his records showing this as paid since our company could not
locate itI still have not receive this information from himWithout that, our company cannot give him a refund because we don't show he actually paid
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Troje that they are unable to verify that I paid that amount is not accurate
#- I was never told or asked to provide proof of paymentAll I was ever told was that they would refund the credit on my account in the amount of $once they verified receipt of my July payment
#- However Proof of payment is my check for $that they cashed on July 14, an image of front and back of that check is attached
#- Further proof pasted below is my email to Troje on July confirming the phone conversation I had with *** on the commitment to refund the $to my bank account
Thu 7/16/10:AM
To: [email protected]; ***@msn.com
RE: Notice of Cancellation for XXXXX *** *** *** #XXXXXX
I left a voicemail in your general box after minutes on holdI am cancelling my service at XXXXX *** *** effective immediatelyI will place your cans by the street for pickup as of Monday or sooner if you notify me to do so
As we discussed on the phone I expect a credit to my bank account for the $open credit and I have provided you with the account #'s for that refund to Us Bank., Please confirm receipt of this notification via email
Alternatively, you may mail this check to my home address:
*** ***
XXXXX *** **
*** ** XXXXX
Thank you for your service these past years
***
Initial Business Response /* (1000, 7, 2015/09/01) */
I am very sorry to hear of all the trouble Ms*** has experienced with her serviceI have reviewed her account and am willing to cancel the service for her without penaltyPlease have Ms*** contact our office for assistance with
this
Initial Consumer Rebuttal /* (2000, 9, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are very sorry for the trouble Ms*** experienced with the yard waste pickups. I was able to pull her calls made to our office and she did state she was not happy the delay in her pickups. We understand what a burden this can be and after review of her account, we would be
more than happy to assist her. Please contact our office so we can move forward
Initial Business Response /* (1000, 7, 2015/12/17) */
We are very sorry for all the trouble this has caused youWe have scheduled to have the containers brought in on 12/18/We have it noted by the driver that this was done so we do apologize for for the inconvenience
Initial Consumer
Rebuttal /* (2000, 9, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They followed through and completed our requestThey removed their dumpsters from our property
Initial Business Response / [redacted] (1000, 8, 2015/11/18) */ We are very sorry for the trouble Mr [redacted] experienced with his serviceAccording to his account, I show the owner advised to cancel the contract on 10/12/Notification was sent to the customer regarding this Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received confirmation of cancellationCould you please send an email to [redacted] @gmail.com or a letter to [redacted] XXXXXAlso come and pick up the garbage cans that have been left in my front yard for over a monthThanks [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/12/11) */ According to Mr [redacted] 's account, I show he signed up for service at $per monthThis was the rate he was given when service startedWe actually even started his service lower than that at $per month as his first month bill was $With his information being inaccurate, he was charged the cancellation fee
Initial Business Response / [redacted] (1000, 7, 2015/12/17) */ We are very sorry for all the trouble this has caused youWe have scheduled to have the containers brought in on 12/18/We have it noted by the driver that this was done so we do apologize for for the inconvenience Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) They followed through and completed our requestThey removed their dumpsters from our property
Initial Business Response / [redacted] (1000, 8, 2015/11/02) */ Per Mr [redacted] request, he was refunded his $plus the remainder of his prepaid service Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/13) */ Consumer indicated that he/she accepted the business response
Initial Business Response / [redacted] (1000, 8, 2015/11/18) */ We are sorry to hear of the trouble Ms [redacted] experiencedAfter speaking with management they did decide to issue her a refund on 11/This was refunded on 11/ Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/01) */ They have only issued a partial refund at that timeI request that they issue the remainder of the refund and pick up their trash cans that are still sitting at my house
We did offer contracts during the time Ms [redacted] signed up for service I also show that we received an email from her 7/29/and her email was returned on 7/29/ The email she sent said to cancel her service because the door sales rep lied to herOur response to her was to ask what he lied about She did respond to that, however, her response had anything to do with our actual service The contract she signed was very clear and stated that she had days to cancel her service, I'm sorry if this was missed by Ms [redacted] We are under new management since January and Ms [redacted] has made no attempt to contact us that I can see We would be more than happy to assist Ms [redacted] with this matter Please have her contact our office so we can move forward and adjust her account
Initial Business Response / [redacted] (1000, 7, 2015/12/31) */ I have reviewed Ms [redacted] 's account and per her request and the information I show, I have cancelled her contractWe are sorry for any trouble this has caused Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I may be misunderstanding but Troje's does not address the cancellation feeI want it stated that the fee is waived as well as the contract cancelled Thank you
Initial Business Response / [redacted] (1000, 7, 2015/12/29) */ We are sorry for the trouble Ms [redacted] experienced with her account creditThe information provided to her was accurate, we do not issue refunds if you cancel after you have prepaid unless you have experienced trouble with your service I'm unsure if she was advised of our refund policy in that situation or if she was actually advised she would receive a refundNonetheless, I have noted her account to be refunded in the amount of $It can take up to days to see a refund check as we typically only refund via ACH Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told in October refunds are issued on the and and I would be receiving a check in the mailServices were cancelled in August, this is more than enough time to issue a refund
Initial Business Response / [redacted] (1000, 7, 2015/12/24) */ After reviewing this account, I did see there was a pickup of larger items that would not fit in the trash cartThis resulted in a charge of $60, typically this is not something we would waive, however, it appears this was removed by a staff member, There are also yard waste charges in the amount of $that cannot be remove by our staffThis leave the balance on the account of $so at this time we will not be able to issue a refund Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never in the past paid for yard waste pick up, if this is new I was never made aware that you started charging for yard waste pick upWhy is it that I was originally told there would be a credit due, then when I called to get that refunded I was told that only the owner could authorize it and would have him call meThe 3rd time is when I was told there was a balance duePer your website "We haul one paper bag (or gal can) of compost for free each week with your regular pick-upsExtra bags can be picked up for an additional chargePlease call for pricingCOUNTY REGULATIONS DO NOT ALLOW ANY YARD WASTE IN PLASTIC BAGS! Bags must be compostable and cans must be marked "Compost"." It states free at most I had times with containers, I do not think that equals over $- - https://secure1.fasterproductions.com/trojestrash/residential/compost-yard-waste...⇄
Initial Business Response / [redacted] (1000, 7, 2015/12/17) */ We are sorry for the trouble Ms [redacted] experienced with the serviceI have made changes to her account that I'm sure will resolve her concernsOnce Ms [redacted] contacts our office, we can inform her of the changes Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/12/30) */ The customer indicated that he/she accepted the business response
We are sorry Ms [redacted] was afraid to cancel for fear she would not receive a refund We are under new management and this is in no way how we do business I show this refund was put through to her account already Ms [redacted] is on our auto pay for the 25th of the month, per our policy if a customer is on auto pay, their refund will be issued at that time This month we did a system update which delayed it, however, she should have had this deposited back to her checking account by 5/27/ At this time, I show her account is closed
Initial Business Response / [redacted] (1000, 8, 2015/12/11) */ We are sorry for the trouble Mr [redacted] experienced with the serviceAfter reviewing his account, I don't show he was ever given credit for his canceled serviced months in advise, so this was correctedIn regards to the items the customer brought to our office, his charge was accurate based on the gallons of trash he brought to our shopI have issued a 4-30g bag credit due to the missed pickup leaving him with a balance of $We will be happy to contact the collection company when full payment for the balance is made Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept but with reservations as too the accuracy of the chargesIt's not worth the aggravation or time too continue disputing this matter any further I would need something in writing stating " I will be absolved of any further collection in this matter once payment has been recieved " Yours truly, [redacted] P [redacted] p.sDo I bring payment to office on Concord Boulevard or do I remit too Creditor Advocates ?
Initial Business Response /* (1000, 10, 2015/09/01) */
According to Ms*** account, I show that we were contacted on 12/5/regarding the service and the ratesShe was advised that per her contract she would need to give us chance to fix that we needed to noteShe became upset over this
and hung upPer the contract we were not given the chance to fix this so when she stopped the service the cancellation fee was charged
Initial Consumer Rebuttal /* (3000, 12, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked Troje to pick up our trash because they missed itI also informed Troje they missed picking up our trash on several occasions and I would like to cancel serviceShe said I had to give them another chanceShe was extremely rude, did not apologize or offer a solution about what Troje was going to do to fix thisShe raised her voice and said I had to pay them to cancelI hung upThey never did pick up my trash, charged me for it and continue to bill meThis is unacceptable business practiceTroje wants us to pay them for not picking up our trashIf they wanted another chance, Troje should have made sure to pick up our trash on the day I complainedbut they did not and we were charged for that plus and added late chargesUnacceptable!
I became upset because the woman who I was speaking to was rude, raised her voice and did not offer a solutionShe did not say they would rectify the matterWe try very hard to give our business to local companies, but in this case it is not possible
We paid the bill in full and would like to severe all business dealings with Troje Trash
Initial Business Response /* (1000, 14, 2015/11/03) */
We are sorry Ms*** was billed againOur system is setup to bill late fees months after the late actually occursThis is why she received the fees after her account was closedI have removed the fees leaving her with a $balance on
her account
Initial Consumer Rebuttal /* (2000, 16, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Our account was NEVER in arrears so no late fee should have ever been appliedThese erroneous fees have been removed twice before and we still keep receiving billsIf we receive another bill I will contact the MN Attorney General
I am rejecting this response because: please refer to previous statements, my position and complaint has not changed
Initial Business Response /* (1000, 8, 2015/11/30) */
We truly to apologize for the trouble Mr *** has experiencedAfter reviewing his account, I have issued him free month
Initial Consumer Rebuttal /* (2000, 10, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response
from the business.)
We accept since that is what we requestedThank you with the assistance with this matter
Initial Business Response /* (1000, 5, 2015/09/01) */
I advised the customer that we would issue him a refund of $after our records indicated that he actually paid itSeveral of the office reps advised him to send in a copy of his records showing this as paid since our company could not
locate itI still have not receive this information from himWithout that, our company cannot give him a refund because we don't show he actually paid
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Troje that they are unable to verify that I paid that amount is not accurate
#- I was never told or asked to provide proof of paymentAll I was ever told was that they would refund the credit on my account in the amount of $once they verified receipt of my July payment
#- However Proof of payment is my check for $that they cashed on July 14, an image of front and back of that check is attached
#- Further proof pasted below is my email to Troje on July confirming the phone conversation I had with *** on the commitment to refund the $to my bank account
Thu 7/16/10:AM
To: [email protected]; ***@msn.com
RE: Notice of Cancellation for XXXXX *** *** *** #XXXXXX
I left a voicemail in your general box after minutes on holdI am cancelling my service at XXXXX *** *** effective immediatelyI will place your cans by the street for pickup as of Monday or sooner if you notify me to do so
As we discussed on the phone I expect a credit to my bank account for the $open credit and I have provided you with the account #'s for that refund to Us Bank., Please confirm receipt of this notification via email
Alternatively, you may mail this check to my home address:
*** ***
XXXXX *** **
*** ** XXXXX
Thank you for your service these past years
***
Initial Business Response /* (1000, 7, 2015/09/01) */
I am very sorry to hear of all the trouble Ms*** has experienced with her serviceI have reviewed her account and am willing to cancel the service for her without penaltyPlease have Ms*** contact our office for assistance with
this
Initial Consumer Rebuttal /* (2000, 9, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are very sorry for the trouble Ms*** experienced with the yard waste pickups. I was able to pull her calls made to our office and she did state she was not happy the delay in her pickups. We understand what a burden this can be and after review of her account, we would be
more than happy to assist her. Please contact our office so we can move forward
Initial Business Response /* (1000, 7, 2015/12/17) */
We are very sorry for all the trouble this has caused youWe have scheduled to have the containers brought in on 12/18/We have it noted by the driver that this was done so we do apologize for for the inconvenience
Initial Consumer
Rebuttal /* (2000, 9, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They followed through and completed our requestThey removed their dumpsters from our property