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.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 check. I have also removed my Facebook post regarding this incident. I will be satisfied and consider the complaint resolved once I receive this check for my parents. Sincerely, [redacted]
Mr. [redacted],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 legal. Every 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 25 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 [redacted], and find that this resolution is satisfactory to me.
We sincerely apologize for the issues that Mr. [redacted] 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 St. Paul residential stops in 2015 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. [redacted]'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. [redacted] to compensate for the poor service.Our suggestion to resolve this issue is for Mr. [redacted] 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. [redacted]. If there are any prepaid service fees we will be happy to refund them to Mr. [redacted] when he cancels. If we can be of assistance in making the transition we'd also be happy to help arrange the move.
It is standard practice in our industry and most service industries to not refund prepaid monies. The policy is disclosed on our invoices and as you can listen on the attached recording of the call yesterday that was explained to the customer. It is even more standard when the customer...
has been with you for less than one month and decides to cancel for an insignificant discount offered by a competitor. We not only provided excellent on-time service for the few weeks we picked up their trash, we invested a significant amount of money in this relationship with the cost of a new cart plus the cost of delivery of the cart to their home. What we are troubled by is the fact that there was never a request as stated in the complaint to match the price provided by the competitor. Ms. [redacted] said that was asked in a different call but we record all calls and have no record of any other calls, in particular yesterday when the salesperson for the competitor came to the door. We attempted to call Mr. [redacted] upon receipt of this complaint but had to leave a voicemail asking him to call us back so we can discuss further and truly have a conversation about any possibility to match rates and keep them as customers. We believe we’ve done nothing wrong and if you listen to the call you will hear the same – Ms. [redacted] seemed fine with running out their service until the end of October as paid for and having the new provider start service the first week of November. This is again standard practice in the industry and any legitimate competitor would be happy to have them start in November. It is a bit disingenuous to tell us you are satisfied with the outcome of the call and then immediately file a complaint with the Revdex.com. As stated in the attached call, we are happy to cancel service at the end of October and pick up our cart. If they still want to cancel at the end of August that is fine as well but as per our policy we will not refund the prepaid monies.
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 refund. The 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 policy. Thanks again for your understanding and the resolution to this issue.
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 season. He was very polite, listened well and responded reasonably.
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.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 check. I have also removed my Facebook post regarding this incident. I will be satisfied and consider the complaint resolved once I receive this check for my parents. Sincerely, [redacted]
Mr. [redacted],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 legal. Every 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 25 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 [redacted], and find that this resolution is satisfactory to me.
We sincerely apologize for the issues that Mr. [redacted] 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 St. Paul residential stops in 2015 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. [redacted]'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. [redacted] to compensate for the poor service.Our suggestion to resolve this issue is for Mr. [redacted] 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. [redacted]. If there are any prepaid service fees we will be happy to refund them to Mr. [redacted] when he cancels. If we can be of assistance in making the transition we'd also be happy to help arrange the move.
It is standard practice in our industry and most service industries to not refund prepaid monies. The policy is disclosed on our invoices and as you can listen on the attached recording of the call yesterday that was explained to the customer. It is even more standard when the customer...
has been with you for less than one month and decides to cancel for an insignificant discount offered by a competitor. We not only provided excellent on-time service for the few weeks we picked up their trash, we invested a significant amount of money in this relationship with the cost of a new cart plus the cost of delivery of the cart to their home. What we are troubled by is the fact that there was never a request as stated in the complaint to match the price provided by the competitor. Ms. [redacted] said that was asked in a different call but we record all calls and have no record of any other calls, in particular yesterday when the salesperson for the competitor came to the door. We attempted to call Mr. [redacted] upon receipt of this complaint but had to leave a voicemail asking him to call us back so we can discuss further and truly have a conversation about any possibility to match rates and keep them as customers. We believe we’ve done nothing wrong and if you listen to the call you will hear the same – Ms. [redacted] seemed fine with running out their service until the end of October as paid for and having the new provider start service the first week of November. This is again standard practice in the industry and any legitimate competitor would be happy to have them start in November. It is a bit disingenuous to tell us you are satisfied with the outcome of the call and then immediately file a complaint with the Revdex.com. As stated in the attached call, we are happy to cancel service at the end of October and pick up our cart. If they still want to cancel at the end of August that is fine as well but as per our policy we will not refund the prepaid monies.
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 refund. The 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 policy. Thanks again for your understanding and the resolution to this issue.
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 season. He was very polite, listened well and responded reasonably.