Initial Business Response /* (1000, 8, 2015/11/18) */
We are very sorry for the trouble this customer experienced. We have been made aware of this and do not expect any further issues with the service. We 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.
Initial Business Response /* (1000, 8, 2015/10/06) */
We would love to assist Ms [redacted], however, we do not have enough information to pull her account. Her 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 [redacted] Paul [redacted] XXXXX
The account is under [redacted]
Initial Business Response /* (1000, 7, 2015/12/17) */
We are very sorry for all the trouble this has caused you. We have scheduled to have the containers brought in on 12/18/15. 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 request. They removed their dumpsters from our property.
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.Unfortunately, due to the complete lack of customer service skills, I will never deal with Troje's trash service again. It 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 involved. Putting 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, 2015/11/02) */
Per Mr. [redacted] request, he was refunded his $70 plus the remainder of his prepaid service.
Initial Consumer Rebuttal /* (2000, 10, 2015/11/13) */
Consumer indicated that he/she accepted the business response
I am rejecting this response because. I responded on the date given to me by the rep. It was not 3 days. I was given until July 21st to cancel. I called and called and left voicemail messages (no one answered the phone for 2 days) left voicemails on July 20th 2015 as well as July 21st 2015 as well as sent 2 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 2 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 10 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 normal service.
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 cart. This 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 $45 that cannot be remove by our staff. This leave the balance on the account of $55.37 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 up. Why 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 me. The 3rd time is when I was told there was a balance due. Per your website "We haul one paper bag (or 30 gal can) of compost for free each week with your regular pick-ups. Extra bags can be picked up for an additional charge. Please call for pricing. COUNTY REGULATIONS DO NOT ALLOW ANY YARD WASTE IN PLASTIC BAGS! Bags must be compostable and cans must be marked "Compost"." It states 1 free at most I had 3 times with 2 containers, I do not think that equals over $50. - - https://secure1.fasterproductions.com/trojestrash/residential/compost-yard-waste...⇄
Initial Business Response /* (1000, 10, 2015/09/01) */
According to Ms. [redacted] account, I show that we were contacted on 12/5/14 regarding the service and the rates. She was advised that per her contract she would need to give us 1 chance to fix that we needed to note. She became upset over this...
and hung up. Per 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 it. I also informed Troje they missed picking up our trash on several occasions and I would like to cancel service. She said I had to give them another chance. She was extremely rude, did not apologize or offer a solution about what Troje was going to do to fix this. She raised her voice and said I had to pay them 250.00 to cancel. I hung up. They never did pick up my trash, charged me for it and continue to bill me. This is unacceptable business practice. Troje wants us to pay them for not picking up our trash. If they wanted another chance, Troje should have made sure to pick up our trash on the day I complained. but they did not and we were charged for that plus 250.00 and added late charges. Unacceptable!
I became upset because the woman who I was speaking to was rude, raised her voice and did not offer a solution. She did not say they would rectify the matter. We 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, 8, 2015/12/11) */
According to Mr. [redacted]'s account, I show he signed up for service at $20.00 per month. This was the rate he was given when service started. We actually even started his service lower than that at $19.41 per month as his first 3 month bill...
was $58.24. With his information being inaccurate, he was charged the cancellation fee.
We did offer contracts during the time Ms. [redacted] signed up for service. I also show that we received an email from her 7/29/14 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 3 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.
I'm sorry Mr. [redacted] feels this way. In reviewing the emails sent to us, I show an email sent on 1/25/16 to which a response was sent to the city and a call was made to Mr. [redacted] by 1/26/16. There was no 3 response lapse before the city received a response or Mr. [redacted] heard back from us. The next email we received on behalf of Mr. [redacted] was from 5/13/16 to which again, the city received a response from us and a voicemail was left for Mr. [redacted] around 11:00am. As previously stated, we do apologize for any trouble you have received in the past.
Initial Business Response /* (1000, 8, 2015/11/18) */
We are sorry to hear of the trouble Ms [redacted] experienced. After speaking with management they did decide to issue her a refund on 11/4. This was refunded on 11/16.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/01) */
They have only...
issued a partial refund at that time. I 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, 7, 2015/12/31) */
I have reviewed Ms [redacted]'s account and per her request and the information I show, I have cancelled her contract. We 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 fee. I want it stated that the fee is waived as well as the contract cancelled.
Thank you
Initial Business Response /* (1000, 7, 2015/09/01) */
I am very sorry to hear of all the trouble Ms. [redacted] has experienced with her service. I have reviewed her account and am willing to cancel the service for her without penalty. Please have Ms. [redacted] 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.)
Initial Business Response /* (1000, 8, 2015/11/18) */
We are very sorry for the trouble Mr. [redacted] experienced with his service. According to his account, I show the owner advised to cancel the contract on 10/12/15. 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 cancellation. Could you please send an email to [redacted]@gmail.com or a letter to [redacted] XXXXX. Also come and pick up the garbage cans that have been left in my front yard for over a month. Thanks [redacted]
Initial Business Response /* (1000, 8, 2015/10/06) */
We are sorry for the trouble Mr. [redacted] experienced, After reviewing his acount, I show the trash driver noted the trash was not out on 9/1/15 or 9/8/15 when the trash driver went by. We would like Mr. [redacted] to know that our drivers...
start at 6:00am so we do request that the containers be out for pickup by this time. I did look further into his account and I see requests for the trash to be removed. As a resolution, I have noted his account that he is not to be charged if this happens again within the next 3 months.
Initial Business Response /* (1000, 10, 2015/09/01) */
We truly apologize for all the trouble Ms. [redacted] was caused by any delays in her service. We do our very best to make sure pickup is on schedule with the customers service day. I 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 WEEK. WE HOPE IT CONTINUES TO BE PICKED UP ON A WEEKLY BASIS AS WE PAY FOR THE SERVICE. THANK YOU.
Initial Business Response /* (1000, 7, 2015/12/29) */
We are sorry for the trouble Ms. [redacted] experienced with her account credit. The 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 refund. Nonetheless, I have noted her account to be refunded in the amount of $16.19. It can take up to 90 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 15 and 20 and I would be receiving a check in the mail. Services were cancelled in August, this is more than enough time to issue a refund.
Initial Business Response /* (1000, 8, 2015/12/11) */
We are very sorry to hear of all the trouble this customer has experienced. I 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 pickup. I have also reviewed the billing and see all corrections have been made as of 11/4/15. 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 obligation. Thank you.
Initial Business Response /* (1000, 7, 2015/12/17) */
We are sorry for the trouble Ms. [redacted] experienced with the service. I have made changes to her account that I'm sure will resolve her concerns. Once Ms. [redacted] 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 very sorry for the trouble this customer experienced. We have been made aware of this and do not expect any further issues with the service. We 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.
Initial Business Response /* (1000, 8, 2015/10/06) */
We would love to assist Ms [redacted], however, we do not have enough information to pull her account. Her 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 [redacted] Paul [redacted] XXXXX
The account is under [redacted]
Initial Business Response /* (1000, 7, 2015/12/17) */
We are very sorry for all the trouble this has caused you. We have scheduled to have the containers brought in on 12/18/15. 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 request. They removed their dumpsters from our property.
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.Unfortunately, due to the complete lack of customer service skills, I will never deal with Troje's trash service again. It 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 involved. Putting 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, 2015/11/02) */
Per Mr. [redacted] request, he was refunded his $70 plus the remainder of his prepaid service.
Initial Consumer Rebuttal /* (2000, 10, 2015/11/13) */
Consumer indicated that he/she accepted the business response
I am rejecting this response because. I responded on the date given to me by the rep. It was not 3 days. I was given until July 21st to cancel. I called and called and left voicemail messages (no one answered the phone for 2 days) left voicemails on July 20th 2015 as well as July 21st 2015 as well as sent 2 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 2 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 10 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 normal service.
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 cart. This 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 $45 that cannot be remove by our staff. This leave the balance on the account of $55.37 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 up. Why 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 me. The 3rd time is when I was told there was a balance due. Per your website "We haul one paper bag (or 30 gal can) of compost for free each week with your regular pick-ups. Extra bags can be picked up for an additional charge. Please call for pricing. COUNTY REGULATIONS DO NOT ALLOW ANY YARD WASTE IN PLASTIC BAGS! Bags must be compostable and cans must be marked "Compost"." It states 1 free at most I had 3 times with 2 containers, I do not think that equals over $50. - - https://secure1.fasterproductions.com/trojestrash/residential/compost-yard-waste...⇄
Initial Business Response /* (1000, 10, 2015/09/01) */
According to Ms. [redacted] account, I show that we were contacted on 12/5/14 regarding the service and the rates. She was advised that per her contract she would need to give us 1 chance to fix that we needed to note. She became upset over this...
and hung up. Per 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 it. I also informed Troje they missed picking up our trash on several occasions and I would like to cancel service. She said I had to give them another chance. She was extremely rude, did not apologize or offer a solution about what Troje was going to do to fix this. She raised her voice and said I had to pay them 250.00 to cancel. I hung up. They never did pick up my trash, charged me for it and continue to bill me. This is unacceptable business practice. Troje wants us to pay them for not picking up our trash. If they wanted another chance, Troje should have made sure to pick up our trash on the day I complained. but they did not and we were charged for that plus 250.00 and added late charges. Unacceptable!
I became upset because the woman who I was speaking to was rude, raised her voice and did not offer a solution. She did not say they would rectify the matter. We 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, 8, 2015/12/11) */
According to Mr. [redacted]'s account, I show he signed up for service at $20.00 per month. This was the rate he was given when service started. We actually even started his service lower than that at $19.41 per month as his first 3 month bill...
was $58.24. With his information being inaccurate, he was charged the cancellation fee.
We did offer contracts during the time Ms. [redacted] signed up for service. I also show that we received an email from her 7/29/14 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 3 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.
I'm sorry Mr. [redacted] feels this way. In reviewing the emails sent to us, I show an email sent on 1/25/16 to which a response was sent to the city and a call was made to Mr. [redacted] by 1/26/16. There was no 3 response lapse before the city received a response or Mr. [redacted] heard back from us. The next email we received on behalf of Mr. [redacted] was from 5/13/16 to which again, the city received a response from us and a voicemail was left for Mr. [redacted] around 11:00am. As previously stated, we do apologize for any trouble you have received in the past.
Initial Business Response /* (1000, 8, 2015/11/18) */
We are sorry to hear of the trouble Ms [redacted] experienced. After speaking with management they did decide to issue her a refund on 11/4. This was refunded on 11/16.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/01) */
They have only...
issued a partial refund at that time. I 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, 7, 2015/12/31) */
I have reviewed Ms [redacted]'s account and per her request and the information I show, I have cancelled her contract. We 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 fee. I want it stated that the fee is waived as well as the contract cancelled.
Thank you
Initial Business Response /* (1000, 7, 2015/09/01) */
I am very sorry to hear of all the trouble Ms. [redacted] has experienced with her service. I have reviewed her account and am willing to cancel the service for her without penalty. Please have Ms. [redacted] 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.)
Initial Business Response /* (1000, 8, 2015/11/18) */
We are very sorry for the trouble Mr. [redacted] experienced with his service. According to his account, I show the owner advised to cancel the contract on 10/12/15. 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 cancellation. Could you please send an email to [redacted]@gmail.com or a letter to [redacted] XXXXX. Also come and pick up the garbage cans that have been left in my front yard for over a month. Thanks [redacted]
Initial Business Response /* (1000, 8, 2015/10/06) */
We are sorry for the trouble Mr. [redacted] experienced, After reviewing his acount, I show the trash driver noted the trash was not out on 9/1/15 or 9/8/15 when the trash driver went by. We would like Mr. [redacted] to know that our drivers...
start at 6:00am so we do request that the containers be out for pickup by this time. I did look further into his account and I see requests for the trash to be removed. As a resolution, I have noted his account that he is not to be charged if this happens again within the next 3 months.
Initial Business Response /* (1000, 10, 2015/09/01) */
We truly apologize for all the trouble Ms. [redacted] was caused by any delays in her service. We do our very best to make sure pickup is on schedule with the customers service day. I 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 WEEK. WE HOPE IT CONTINUES TO BE PICKED UP ON A WEEKLY BASIS AS WE PAY FOR THE SERVICE. THANK YOU.
Initial Business Response /* (1000, 7, 2015/12/29) */
We are sorry for the trouble Ms. [redacted] experienced with her account credit. The 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 refund. Nonetheless, I have noted her account to be refunded in the amount of $16.19. It can take up to 90 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 15 and 20 and I would be receiving a check in the mail. Services were cancelled in August, this is more than enough time to issue a refund.
Initial Business Response /* (1000, 8, 2015/12/11) */
We are very sorry to hear of all the trouble this customer has experienced. I 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 pickup. I have also reviewed the billing and see all corrections have been made as of 11/4/15. 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 obligation. Thank you.
Initial Business Response /* (1000, 7, 2015/12/17) */
We are sorry for the trouble Ms. [redacted] experienced with the service. I have made changes to her account that I'm sure will resolve her concerns. Once Ms. [redacted] 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.