Troje's Trash & Recycling Services

Initial Business Response /* (1000, 7, 2015/12/17) */
We are sorry for the trouble Ms*** experienced with the serviceI have made changes to her account that I'm sure will resolve her concernsOnce Ms*** contacts our office, we can inform her of the changes
Initial Consumer
Rebuttal /* (2000, 9, 2015/12/30) */
The customer indicated that he/she accepted the business response

Initial Business Response /* (1000, 8, 2015/11/18) */
We are sorry to hear of the trouble Ms *** experiencedAfter speaking with management they did decide to issue her a refund on 11/This was refunded on 11/
Initial Consumer Rebuttal /* (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

Initial Business Response /* (1000, 8, 2015/10/06) */
We are sorry for the trouble Ms *** experiencedWe work hard to keep our customers happy so the have the best experience possible with contacting our officeAccording to Ms***'s account, it appears she spoke to someone in our
office advising she would like to cancelWe have someone checking on this nowIt also appears she never paid for her service period of aug, sep, oct as the credit card was declinedAt this time Ms *** owes us for her August and September service (the October service was removed)
Initial Consumer Rebuttal /* (3000, 10, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's apparent to me that the response from Troje's was drafted in such a way as to conceal the actual facts of the situationThe following are pertinent dates and actual facts:
I have had autopay established for as long as I have been a customerI am charged in month increments (paying Trojes in advance for the services rendered)On July 30, I received the standard email indicating that I would be charged on August 20, for the month service through October I heard nothing from Trojes (at any point other than through their Revdex.com response to my complaint) that there was an issue with my credit cardAfter being notified of the issue and looking into my credit card, the only issue I can find is that the expiration date on my card has changed since the last billing cycleI am assuming this is what led to the apparent declineOn 9/28/our trash was not picked up and the cans were not removed as I had requested in my Revdex.com complaint5.I attempted to reach someone on 9/29/to ask why their cans had not yet been removedI was able to reach someone (this is the first time I was able to reach someone after numerous attempts) and explained the situationAt that point, I asked the attendant to confirm that my account was paid through OctoberShe looked in the system but indicated she was not able to tell and said she would need to call me back the next day to confirm my paymentShe never didIt's clear to me that I didn't receive a call back because Trojes saw this as an opportunity to use the situation to bolster their Revdex.com responseOne would assume that if a credit card had been declined, particularly in an auto-pay setup, the company would reach out to the customer and let them know so that the situation could have been remediedThough, it appears they weren't even aware of the issue until I asked how far I was paid aheadWe are now months after the issue and this is the first Trojes has referenced the issue; further, they choose to bring it up only in their Revdex.com response rather than call meIn conclusion, I will pay for the month of August for services rendered, however, I will not pay for September since service has not been provided for this monthAs a side note, even if we had filled our cans for trash and recycling (we had them empty by the curb for pick up), it would not have been picked upI could see (from the few of our neighbors who still have Trojes) that their recycling was sitting out by the curb this morning after it was supposed to have been picked up yesterday

We are sorry Ms*** 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*** 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 5/27/16. At this time, I show her account is closed

Initial Business Response /* (1000, 7, 2015/12/31) */
We do apologizes for the trouble Mr*** experienced with his serviceAccording to his account, I show the office did notify the driver regarding the missed cardboard twiceThe driver did receive the request as we then found out he had
vehicle failure, however, we were advised this would be completed by the driverThe office does experience peak call volume times throughout the day, so we do recommend that customers try to reach a live person after 9:30a and before 4pm, Monday through FridayWe also have excellent spam mail blockers and it is possible this was why your email was not returnedWe do value you as a customer and appreciate the chance to explain the trouble you have experienced
Initial Consumer Rebuttal /* (3000, 9, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Vehicle failure twice? This also does not explain why my neighbor had their cardboard picked up, yet mine was notThe trucks literally handle both addresses from the same stopped position
The email complaint was filed using your website, so there should have been no spam filter in playIf there is, then you are treating your customers' complaints as spam, which is a problem
I talked to a live person in the office via telephone three times, and in person onceTwo of the phone calls were to notify Troje of the missed collection, and those are where I was assured it would be collected that same dayOn the third phone call and the in-person visit I requested to speak with a manager, and was told none was availableOn the phone call, I was transferred to voice mail, by the receptionist, that was never returnedI received no contact attempt after my in-person visit, eitherThe only contact I had that did not involve a conversation with the receptionist was the web-based complaint that was apparently ignoredA reasonable person would believe that if a customer makes a point of visiting the office after twice receiving no response regarding a complaint, that it would be useful for a manager to take the time to see what the problem is, and speak with that customer
According to this response, and compared to my experience with this unfortunate series of events, Troje apparently has chronically broken trucks, a web-based complaint system that treats complaints as spam, a driver that does not do as he says he will, voice mail that does not work, and either zero communication between the receptionist and management, or management that does not care to talk to customers who are experiencing a problem
If someone would have simply apologized and asked if I could wait a week for the cardboard to be picked up, there would have been no problemInstead, as your documentation shows, I was treated to a litany of unrealized promisesI have a hard time believing that in (at the time of the incident), a company as longstanding and heretofore competently run as Troje has as many systemic failures as this seems to indicate
Assuming your response to my complaint is completely true, please talk to your webmaster about complaints being filed on your website being captured as spamPlease do something about better maintaining your fleetPlease either fix your voice mail, or answer itPlease talk to your driver about the importance of keeping one's wordPlease do something to improve interoffice communications, so managers receive complaints filed with the receptionistIf management received the complaints left with the receptionist, please understand that complaints are left for a reason, and need to be dealt withI hope you take the necessary steps to ensure that something this minor does not again become a spectacle of mishaps and broken promises
I understand that sometimes things happen, and am quite forgiving of such instancesWhat I am not happy about is being ignored or promised things that never materializeThis has never been about trying to get anything of intrinsic value, but about your company's treatment of a long-time customer over what probably started as a simple oversight by a driverYour drivers, with the exception of this incident, have been wonderful throughout the time I have been a customerI have no intention of asking for any sort of credit, but I do demand that I be dealt with reasonably and honestlyThat has not happened

We are sorry to hear of the trouble that Mr*** experienced, however, I do in fact show his calls returned. His account is noted on 1/26/showing the city of white bear lake sent our company an email regarding his trash being missed and that was answered and resolved. I also show he
called our office after 5pm on 5/12/in which that call was returned by 9:38a the next day (5/13/16). Our company has seen great improvements from recent months and want to ensure our customers that any past issues have been resolved. We also want to ensure that Mr*** is using the accurate number to reach our company. All calls are returned unless an invalid number is provided. We have already discussed the past issues with this address with the driver and will take the necessary steps to maintain an exceptional level of service

Initial Business Response /* (1000, 7, 2015/12/11) */
We are very sorry for the service Ms*** experiencedAfter reviewing her account, I show that we waived the cancellation fee due to the stipulation in your contractHer account is at a $balance
Initial Consumer Rebuttal /* (2000,
9, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much

I am rejecting this response because:
You missed pickup on January 21, I called to report the missed pickup on January 21. I didn't hear back on January 22, so I called Trojes again as well as the CityI spoke with Jen at the city of WBLShe sent an email to TrojesI still didn't hear back - So I called the city again in the afternoon, this is when Jen sent the second email to TrojesTrash sat out all weekend, so I called Trojes again on January 25th THEN I called the city AGAINJen sent the 3rd emailAfter the 3rd email went out Trojes finally called me backTrojes didn't pick up the missed trash until January 26thThe driver brought the bin to the door and promised this would never happen again - Well, clearly that wasn't the case.As far as the number I use to call Trojes, I use the number printed on the side of the can - 651-444-In the future I will ask the city to CC me in on any emails when you miss a pick upThis should help keep you accountableJust pick up the trash, recycling and yard waste on the scheduled dayAlso, please reiterate the need for your drivers to follow the routeNot following the route is why you miss my house so oftenI will be attending a city hall meeting to discuss the horrible service provided by TrojesI will be sure to mention how it often takes several days past the scheduled pickup date to get someone out to pick up our trash

Initial Business Response /* (1000, 8, 2015/10/06) */
We are very sorry for the trouble Ms*** experiencedShe was advised at the time of her visit that we do not refund any prepaid monies, however, we could check with the owner in her case and get back to herShe refused and said she
would go to Revdex.com instead never giving a chance for us to confer with himHe did state to refund herI show that she did have a credit of $for the missed recycling pickupShe was originally given a credit on 11/4/for her annual payment discount that is given if you pay for a yearThis is removed if a customer cancels or changes billing cyclesSince she brought in her containers here service was stopped as of 9/15/leaving pickup in the month of september and the full month of OctoberThis leaves her with months left for her service which we will refund less the free month given for the annual payment
Initial Consumer Rebuttal /* (3000, 20, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried talking this out with your customer service rep and customer service manager before I filed the complaintIt's come to the point where all communications will be done through the Revdex.comPlease cut my check for $31.67, mail it to me, and be done with this
Final Business Response /* (1000, 18, 2015/12/16) */
We have been unable to reach customer by phoneCustomer will now have to contact our office for assistance

We certainly, do not want any customers to feel forced into our service. The door sales company we used generally would write the date for the day window to cancel the contract. This contract is in archives which I will have pulled for Ms***. Once I have this, I will advise
of the date provided by the sales rep

I am rejecting this response because:Rediculas response, wouldn't you agree ? Again we are talking about a bill for a service that was never providedAll they have to do is delete me from a systemIt as should not be this difficultIf they cannot do this I will send a letter to the attorney general's office - and please let me rate this business!! It's hard to believe in this day and age that businesses like this exist !

I am rejecting this response because I responded on the date given to me by the rep It was not days I was given until July 21st to cancel I called and called and left voicemail messages (no one answered the phone for days) left voicemails on July 20th as well as July 21st as well as sent emails on July 21st stating that I still have copies of those emails in my sent folder Not to mention the several other times I talked to someone on the phone It seems pretty obvious to me that I'm right on this....otherwise....why did they come and get the barrels within days of dropping them off...unless I am right? The company never would have come and picked up the barrels unless I was right....no one bothered to take my name out of the computer system and that's why I keep getting billed for this service that I never used and cancelled in July - service that was supposed to start in August....I cancelled days before the end of July I don't want to be rude...but this is ridiculous....if I hadn't cancelled in a timely manner than the company wouldn't have come and gotten their barrels and they would have tried to bill me for the cancellation....not for service

Initial Business Response /* (1000, 7, 2015/12/31) */
I have reviewed Ms ***'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 /* (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

We are sorry for the trouble Ms*** was caused. According to her account, I show a refund requested was submitted via email by her on 6/4/16. Her quarterly period is April, May, and June. I show that her account is setup to close as of June 30th. She pays $per
quarter, so this plus her $yard waste left her with a balance of $238.79. Her trash and recycling will be serviced through the end of the month so we are unable to refund that service. Her yard waste is months long in which she will have received months of service. We did prorate her yard waste charges do to the trouble she experienced and will issue a refund for this in the amount of $99.29. Ms*** would need to contact our office so we can process this for her. Our refunds are issued the 15th of the month via ach as long as the request is submitted by the 1st of that month

Initial Business Response /* (1000, 8, 2015/11/30) */
We understand how frustrating this can be for a customer to have the neighbors serviced while they are notWhile I don't see any other missed pickups for Ms***, which would cause us to issue a full refund for the month of November, I have
issued her a refund for half of the month of November
Initial Consumer Rebuttal /* (2000, 10, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (1000, 18, 2015/12/16) */
Customer will now need to contact our office for further assistance

Initial Business Response /* (1000, 8, 2015/12/11) */
We are sorry for the trouble Mr *** 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 /* (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, *** P***
p.sDo I bring payment to office on Concord Boulevard or do I remit too Creditor Advocates ?

Initial Business Response /* (1000, 7, 2015/09/01) */
We are very sorry for the trouble and inconvenience this caused Ms***We have since replaced the container driver who has since removed her containersFor the trouble we have also zeroed out her balance of $that remains on her
account
Initial Consumer Rebuttal /* (2000, 9, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is a satisfactory resolution to the problem

Initial Business Response /* (1000, 8, 2015/12/11) */
According to Mr***'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

We can certainly understand Ms***'s position, however, as previously stated if Ms*** no longer wishes for us to contact her directly and she does not wish to contact us, there is nothing more we can do at this time

Initial Business Response /* (1000, 8, 2015/10/06) */
We are sorry for the trouble Mr*** experienced, After reviewing his acount, I show the trash driver noted the trash was not out on 9/1/or 9/8/when the trash driver went byWe would like Mr*** to know that our drivers
start at 6:00am so we do request that the containers be out for pickup by this timeI did look further into his account and I see requests for the trash to be removedAs a resolution, I have noted his account that he is not to be charged if this happens again within the next months