Walter's Recycling & Refuse

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.Thank you for agreeing to cancel service along with the refundThe attachment you provided with your response is not part of the online invoice which I have access to and which I had attached in my previous response - that may have been responsible for the miscommunication of the standard policyThanks again for your understanding and the resolution to this issue

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

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.I have emailed the contact at the company as directed and included the scans that I attached I assume they will follow through and reissue the checkI have also removed my Facebook post regarding this incidentI will be satisfied and consider the complaint resolved once I receive this check for my parents. Sincerely, *** ***

Final Consumer Response /* (2000, 6, 2015/06/17) */
Customer service did contact us and will be issuing a refund for the remaining yard waste collection seasonHe was very polite, listened well and responded reasonably

This was a communication mistake on our part and we apologize. Our driver said he didn't have record of Mr*** paying for the pickup, so he didn't take the microwave. This driver is new to our bulky item pickup team and misunderstood the instructions. Mr*** did indeed
pay and we apologize for the confusion. We have spoken with Mr*** and have coordinated a pick up of the microwave tomorrow. Again, this was our mistake, we are embarrassed as this is very uncharacteristic of us and we apologize for the confusion and inconvenience

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

Mr***,For clarification, on the back of your invoice you will find the disclosure regarding our refund policy. It is also attached for reference. This policy is not only standard practice, it is also quite legalEvery waste service provider in the industry that we know of has this policy. That being said, we are sorry for the inconvenience and will make an exception and refund your requested $41.94. Both parties are spending too much time on this issue to continue the debate. Your service will be cancelled with the last pickup on Friday, August and we will pick up the cart then. Look for a refund check in the mail in the next week or so.Again, we apologize and wish you the best in the future

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.Thank you for agreeing to cancel service along with the refundThe attachment you provided with your response is not part of the online invoice which I have access to and which I had attached in my previous response - that may have been responsible for the miscommunication of the standard policyThanks again for your understanding and the resolution to this issue

Ms*** had a third party competitor send in a cancellation form for her. Our policy, as well that of most other service providers, is to not accept third party cancellation forms as she was told when she calledThis policy is also articulated on all of our billing statements. This is
not illegal as she states and in fact is done to protect our customers. Because of the nature of how most residential waste and recycling sales are made (door to door sales), there have been many unscrupulous sales reps that travel around and are hired as contractors by waste haulers to canvas a neighborhood or city. Because these sales reps are paid 100% on commission and then simply leave the area and move on to somewhere else, they have been known to make up cancel forms and forge residents signatures. Imagine if those cancel forms were simply processed and we stopped service and picked up the cart(s). The customer then calls us asking what happened and we say they cancelled but in fact they didn't. This confusion happened all too often to not only us but other haulers as well and most of the industry changed to a policy stating that all cancels had to be received directly from the customer. This is perfectly legal.All that being said, during the call Ms*** placed to us, our customer service rep did indeed credit her account for $92.62, which is for the months of March, April and May that she was invoiced for and placed a work order to have her cart picked up this coming Monday, May 2. Ms*** did not want to listen to Susie, our rep, who was more than willing to cancel her service since she called us to cancelInstead, she became upset, said she was calling the Revdex.com and hung up. Our records indicate that Ms*** still has an outstanding balance of $for a chair we picked up in late 2015, well before she decided to cancel services, and we ask for immediate payment on that balance.Thanks,Mike ***

Providing a refund after years is far out of any company's standard operating procedure. Very few, if any, would provide a refund at this point, let alone up to years as Ms*** suggests. However, due to her parents health condition, which we are very sorry to hear, we will make
an exception and reissue a check. Before we can do that we will need Ms*** to scan and send a copy of the old check to us so we can verify that this is a legitimate issue. We did upgrade our systems after her parents stopped service and their customer record was not transferred to the new system so we have no easy way to verify they were a customer of ours and we issued a check to them years ago. Please send a scan of the check to ***@waltersrecycling.com along with contact information on where to send the new check to and I will then get it processedWe also ask that Ms*** please remove the Facebook post she posted. It would have been more effective to simply ask to speak with a supervisor and we would've handled this situation to her satisfaction from the beginning. She spoke with someone in our accounting department who plays "by the book" and not a customer service lead who would have been more sympathetic to her parents condition

We sincerely apologize for the issues that Mr*** has been having. This is a complicated story but at the end of the day there are no excuses. Due to the sale of most of our StPaul residential stops in and the pending organized collection efforts the City is undertaking Walters
has a very small number of stops remaining but contractually we can't service them ourselves. For these small number of stops, until we can get them completely sold, we are outsourcing them to another hauler. This hauler is the one having trouble picking Mr***'s trash. We've spoken with them on numerous occasions and have been given assurances that the issue will be taken care of to little avail so we have refunded Mr*** to compensate for the poor service.Our suggestion to resolve this issue is for Mr*** to cancel service with us and switch service to Waste Management (this is not the hauler currently at issue). We have had very good success working with them and believe they would be able to consistently take care of Mr***. If there are any prepaid service fees we will be happy to refund them to Mr*** when he cancels. If we can be of assistance in making the transition we'd also be happy to help arrange the move

Sorry for the confusion and driving to our facility - that should never had been needed to happen. Attached you will find a customer record that shows a zero balance on the account and that we have cancelled it. We are certainly not the Trash Mafia (that was in NYC in the early 1980's)
and pride ourselves on providing outstanding service. We have best in class systems that track every call received. We have no record of any calls from Mr*** and no one ever looked at the account since it was originally sold and set up. What we believe happened is that Mr*** called the sales rep who sold the service. That rep no longer works on our behalf so never answered or returned his calls. Our standard procedure is that the number given to customers is our customer service number and if that number was called we would have answered, have a record of it and taken care of the issue on the spot.We have a sales team of actual Walters employees but decided to test a third party sales service earlier this year and that is who sold the service to Mr***. We found that using a third party doesn't work for our customers or for us (as shown by this unfortunate example) so severed ties with this particular third party shortly after Mr***'s transaction. Unfortunately Mr*** got caught in this mess and for that we apologize. We also apologize for the miscommunication at the front desk - that should not have happened and our receptionist assumed that a cancel was submitted but should have checked in the system (and would have discovered that there was no correspondence and would have taken care of it then). If anything further is needed please let us know - we apologize again for the hassle and hope to earn your business sometime in the future when your current contract expires