Troje's Trash & Recycling Services

Initial Business Response /* (1000, 10, 2015/09/01) */
We truly apologize for all the trouble Ms*** was caused by any delays in her serviceWe do our very best to make sure pickup is on schedule with the customers service dayI have noted this for the fleet manager for his review as
well
Initial Consumer Rebuttal /* (2000, 12, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
GARBAGE WAS PICKED UP THIS WEEKWE HOPE IT CONTINUES TO BE PICKED UP ON A WEEKLY BASIS AS WE PAY FOR THE SERVICETHANK YOU

Initial Business Response /* (1000, 8, 2015/10/06) */
We would love to assist Ms ***, however, we do not have enough information to pull her accountHer account number or address is necessary to look further into her trouble
Initial Consumer Rebuttal /* (2000, 10, 2015/10/06) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
The address is *** *** *** *** Paul *** XXXXX
The account is under *** ***

I'm sorry Mr*** feels this way. In reviewing the emails sent to us, I show an email sent on 1/25/to which a response was sent to the city and a call was made to Mr*** by 1/26/16. There was no response lapse before the city received a response or Mr*** heard back from us. The next email we received on behalf of Mr*** was from 5/13/to which again, the city received a response from us and a voicemail was left for Mr*** around 11:00am. As previously stated, we do apologize for any trouble you have received in the past

Initial Business Response /* (1000, 5, 2015/12/21) */
We are sorry for the trouble this has caused Mr***I show that his account was adjusted down to the bags, and since he never received the notification of this change I did remove the extra charge for of the bagsOur old policy was to
give free bag and since he had he has not only been charged for
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Troje's because they are still charging me $for a compost pickup when it clearly says on their bill "free compost pickup"Further more they are claiming that I had bags when all I use is compost binAlso these charges are on my November bill and I haven't put out compost since OctoberThese are fraudulent charges and will not be paidTroje's also did not respond to my request to have the claim of "free compost pickup" removed from their billNor did they address my request to have them notify customers of this "policy change"The previously stated complaints do not need to be addressed as long as ***'s lives up to their as advertised "free compost pickup" for all of their customers
Final Business Response /* (4000, 9, 2016/01/07) */
After receiving this further response, we did investigate further and pulled the recorded call from Mr *** from 11:55am on 12/16/He in fact stated that he has been putting his yard waste out for months and at no time indicated that he did not put the yard waste out in NovemberAll changes made to the invoices and policy would need to go through the owner as he was informed during that callSince Mr*** said he was not informed in advance, of the yard waste charges was removed leaving him owing only for yard waste pickupIf Mr> *** would wish to further discuss this charge he can call our office monday through friday from 8-5pm and we would be more than happy to assist him
Final Consumer Response /* (2000, 11, 2016/01/21) */
The customer indicated that he/she accepted the business response

Initial Business Response /* (1000, 14, 2015/09/03) */
We would like to apologize to Mr*** for any trouble he may have been causedOur CFO may be disputing services rendered, however, we have notified him of this complaintTrojes staff is more than willing to provide Mr*** with the
CFO's direct contact information upon request
Initial Consumer Rebuttal /* (3000, 16, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has contacted me regarding paymentI did however get ahold of someone today that was willing to talk to meI'm emailing them the invoices,mechanic liens and letters from our lawyer

Initial Business Response /* (1000, 8, 2015/12/11) */
We are very sorry to hear of all the trouble this customer has experiencedI have spoken with the Fleet Manager regarding this to ensure proper pickup, however, the time of day for the pickups can vary and it is possible we may be out later to
ensure this pickupI have also reviewed the billing and see all corrections have been made as of 11/4/We do not anticipate any further issues
Initial Consumer Rebuttal /* (2000, 10, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am hopeful that they now will live up to their obligationThank you

Initial Business Response /* (1000, 8, 2015/11/02) */
Per Mr*** request, he was refunded his $plus the remainder of his prepaid service
Initial Consumer Rebuttal /* (2000, 10, 2015/11/13) */
Consumer indicated that he/she accepted the business response

Initial Business Response /* (1000, 7, 2015/12/29) */
We are sorry for the trouble Ms*** 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 /* (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 /* (1000, 7, 2015/12/24) */
We are sorry for any and all trouble caused by the service that this customer has experiencedWe truly do understand how inconvenient this can be for your organizationWe are setup to issue credits to the city at their request and would be
more than willing to do soThe drivers have also been informed of this and we want the customer to know this will not continue
Initial Consumer Rebuttal /* (2000, 9, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response is fine as long as credits are issued to the account holder (City of White Bear Lake) for the White Bear Food ShelfTroje's has been good the last two weeks in picking up our trash and I hope the service continuesThanks!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Unfortunately, due to the complete lack of customer service skills, I will never deal with Troje's trash service againIt should never take a month to resolve and issue where a company charges for services that were canceled the prior year and a refund is involvedPutting the refund on my account as a credit so you can deduct from it is a very shady business practice in my opinion

Initial Business Response /* (1000, 8, 2015/11/18) */
We are very sorry for the trouble Mr*** 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
/* (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 ***@gmail.com or a letter to *** *** *** *** *** ** *** *** ** XXXXXAlso come and pick up the garbage cans that have been left in my front yard for over a monthThanks *** ***

We did offer contracts during the time Ms*** signed up for service. I also show that we received an email from her 7/29/and her email was returned on 7/29/14. The email she sent said to cancel her service because the door sales rep lied to her. Our 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***. We are under new management since January and Ms*** has made no attempt to contact us that I can see. We would be more than happy to assist Ms*** with this matter. Please have her contact our office so we can move forward and adjust her account

Initial Business Response /* (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 /* (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 /* (1000, 8, 2015/11/18) */
We are very sorry for the trouble this customer experiencedWe have been made aware of this and do not expect any further issues with the serviceWe have also provided this customer with a credit for the missed service
Initial Consumer
Rebuttal /* (2000, 10, 2015/12/01) */
The consumer indicated that he/she accepted the business response

We are sorry for the trouble Ms*** experienced with her service, as previously stated we will issue her refund in the amount of $due to the service she did receive for her quarter. This refund will be issued on 7/15/