Waste Connections of Colorado, Inc.

Complaint: ***
I am rejecting this response because: NO REFUND HAS BEEN ISSUED, THEY HAVE MY NEW ADDRESS! I WILL TRY TO FOLLOW UP WITH THE HOME OFFICE AND LOCAL NEWS TROUBLESHOOTERS THIS IS OUTRAGEOUS, I WILL NEVER DO BUSINESS WITH WASTE CONNECTIONS, WHAT A WASTE!!!
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/17) */
I looked at this former customer's account and saw that he had trash carts and recycle cartUnfortunately, his billing statements did not show that he was paying $per month per container for those two extra containersI told him
that had he called in anytime, any of our customer service reps would have worked with him on priceI told him he will be receiving a refund for the services not performed and the container removal fee would be waivedHe said he is satisfied with our response to his complaint
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The main resolution that I sought was to have my last monthly payment of $pro-rated, and the unused portion returned to me; anything else I would consider theftAnd as also stipulated, why should I have to pay them to have them come and remove their own containers? It's not like they can't afford to send someone out without "gas money"
Although I'll consider this complaint resolved, there is still the matter of the ever-increasing fees *WITHOUT ANY NOTICE* to me, the clientTo go from $per month to $- an over tenfold price increase - by sneaking it in the back door as they did is NOT GOOD BUSINESSAnd how many other customers are being treated this way, as well? I feel that if they are sincere as they claim at serving their customers, some notice of fee increases SHOULD be provided, rather than just increasing the bill over time - again, WITHOUT ANY NOTIFICATION TO THE CUSTOMERS
As for the surplus containers, they were here when I moved in, in I was never told that I was to be charged a monthly container feeThere was nothing that I recall about container fees in the contract, and again NO NOTIFICATION or explanation was ever given by Waste Connection that there was a charge for the other two surplus cans, nor did my monthly statements ever mention the extra can charge, as stipulated by the Waste Connection representative in his response
While I'm satisfied with the resolution to my complaint, I am anything BUT satisfied with the business practices of Waste Connection! The way that they reward customer loyalty by sneaking in price increases through the back door *WITHOUT NOTIFICATION* is reprehensible, and possibly criminalThe fact that they tried to turn the blame around on me, by stating that "I should've called them" is irresponsible, and terrible business practiceThat, my 'dear friends', IS NOT CUSTOMER SERVICE!
To you at the Revdex.com, I Urge you to keep a close eye on Waste Connections! There is something very wrong with their business model and in the way they exploit their customers with these surreptitious fee increasesTo me, this smacks of pure greed at the expense of their customers, and should not go unaddressedThank you

***, I am sorry you feel like we are deceiving you. We submitted the refund on 8/29/16. A check was mailed out on 9/7/in the amount of $ck#***. You should be receiving this in the next couple days. Our refund process does take a while unfortunately, but this was completed

Ms***, I am so sorry about the lack of service that you are experiencing. Part of the contract that was signed does state that you can cancel without any fees if there are service issues. I have looked at your account and noticed that you do call in quite frequently due to
these issues. We will gladly let you out of the contract with no fees. I have closed the account effective 11/10/so that you may have one last service and find another provider. Tomorrow is trash and recycle pick up. Please have both cans at the curb by 7AM. I will make sure they are both servicedI have also schedule a removal of the cans for Wednesday 11/16/16, please have the empty cans by the curb at 7AM.Once again I apologize about the lack of service and hope that you find a provider that suites your needs. We appreciate your business.Thank you,*** ***

Complaint: ***
I am rejecting this response because:They still have not issued a refund check as per our agreement. I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is no longer satisfactory to me.
Sincerely,
*** ***

Final Consumer Response /* (2000, 6, 2015/06/10) */
I was contacted by *** from Waste ConnectionsHe gave me a very good explanation of the situation and gave the compensation to my service that I felt were fairI am satisfied again with this company and I'm happy they reached out to me
directly and heard my concerns and acted on themThis case from my perspective can be closed

Initial Business Response /* (1000, 5, 2015/08/10) */
I have looked into the circumstances around this former customer's complaintI spoke to her this morning and told her that her containers are being removed todayI also advised her it takes about to weeks to get a refund check, but I
would do what I can to expedite itI told her to call me if she does not have her check within that time frame
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting this response only because there is nothing else I can do

*** *** is this account representative. He is going to cancel the account and will call the customer to make sure there is nothing else he needs

*** *** had a meeting with *** *** who is the Division Sales Manager. According to *** they have come to an agreement

Ms***I do apologize about the rate increases. I have closed out your account and have the dumpster scheduled to be removed tomorrow 2/1/17. The account will be closed effective today with no balance due. We appreciate your many years of business with us. I hope this
resolves your concerns

Our *** *** *** has called and talked to the customer. Once the customer finds a new provider we will cancel the account and let the customer out of contract no charge

***,I apologize about the frustration that this has caused you. I can see by your account history that you have been a loyal customer or ours for quite some time. I have removed the fee for removal. We will be there on 3/4/to pick up the cans and your account will be closed with
no balance due. We appreciate your business and hope maybe sometime in the future you give us a second chance.Thank you,*** ***

Initial Business Response /* (1000, 5, 2015/05/20) */
I looked into the customer's complaint and saw that there were times she had called in to complain that the recycle had been missedShe said there had been no issues with the trash serviceThere was in fact a new recycle driver on her route
and he was still learning all the stopsWe are giving this customer a refund for the time she was not serviceI apologized for the inconvenience we caused herI advised her the refund would take about six weeks

*** left a VM on 1/8/@ 8:02pm. I called dispatch in the area to verify that we would be able to get a driver out there on 1/11/16. We did have someone in the area. I called *** and no one answered so I had to leave a VM for her. I advised that we would get a
driver out there to service both the trash and the recycle. The account is noted that when the driver arrived on 1/11/there was nothing out. Ms*** new day of service in on Monday with recycle picked up on an "A" week which would mean her trash and recycle will be serviced on 1/18/16. At that point in time we will get everything picked up. I will be more than happy to credit the customer one month of service which is $for all her issues. She can call me directly at ###-###-####. As of right now she has not called me back from the VM I left her

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
Sincerely,
*** ***

Per our records we show that a letter was sent out that included the liquidated damages to close this account. There was also a payment made of $to close. We are assuming final statement was received as a payment has been made

I do apologize that the service has been sparatic. We appreciate you giving us a try and are sad that we are not able to fulfill our end of the deal. I will be more than happy to close the account effective 9/30/16. Please have the bins at the curb by 7AM on
10/11/16. We will attempt to remove the cans one time, if they are not at the curb you will be responsible for the cost of $per can. I will make sure the account is not charged any fees. The account is paid in full through 10/31/once I prorate the account and we know the amount due to you we will mail you a check for the difference

Mr. ***, I do apologize about your experience with us and our salesmen. I strongly believe that you called to cancel and some how the information never was relayed to the person that cancels these accounts. I have closed the account, credited off all charges and will make
sure you are not charged any fees. We hope, that in the future, if you require service you call us directly and give s a chance

Initial Business Response /* (1000, 6, 2015/12/18) */
We have contacted Mrs*** and service her trash and recycleDue to safety risks we are no longer able to service her accountThe driver has to back up too farI talked to her house manager and the driver waited while the trash was
being pulled out

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
Sincerely,
*** ***