Waste Connections of Colorado, Inc.

Complaint: [redacted]
I am rejecting this response because:  there is nothing in the current proposed contract (their contract #6509) that says my account is a commercial account.  The word "commercial" does not appear in our contract.  It would be helpful in the interests of solving our differences and moving forward in an amicable fashion, if Waste Connections will discontinue to parse words that do not have any practical effect on our contract.   Residential customers, especially in rural locations frequently have dumpsters.  It doesn't make them "commercial" customers.  We now have a written basis to begin a new relationship as of this morning.  The company has promised me a new, more cooperative relationship.    I think we all need to move forward.If this is the way a new cooperation is demonstrated, before a new contract is even signed, I still may wish to discontinue our business relationship.  This is not helpful.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/28) */
I spoke to the customer today about his complaint. He said that our driver came by today and removed the container at issue and he is now satisfied. I told him there would be no charges to his account.

Mr. [redacted], I am so sorry to hear that we are dropping the ball on your service.  The supervisor in this area has informed me that the driver in the area is new and this week was his first week running the route solo.  We have also been informed that the recycle has been...

collected.  There should no longer be issues with service.  I have credited your account on month service for these issues.  You will see this credit on your next invoice.  The credit will be for $14.00. Thank you.

This account is a permanent Roll-off account that is handled by a sales Rep.  I will have [redacted] contact the customer immediately to rectify this situation.

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.
Can you please request them to write and sign their offer because I know once it will come to payment in 2 months, they will try to charge me again, and when I call they always tell me "if it's not in a written [redacted]er than the promise doesn't exist." Thank you
Sincerely,
[redacted]

The sales rep for this account [redacted] has talked to the customer.  I am under the impression that this has been resolved.

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 your time and help.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

We apologize that the customer was not advised of the price increase.  Unfortunately this is something that usually happens once a year to cover our costs.  We are not always advised when our rate are going to go up with disposal, insurance for vehicles, maintenance on the trucks,...

etc.  We cover a lot of the costs there is only a small portion that we pass on to the customers.  As far as the removal fee this is also about cost.  We send a different type of truck and driver out to remove the cans, we do provide the customer with the option to drop off the cans at no cost.  As a courtesy I can schedule the removal of the cans with out a charge.  We do hate losing business due to cost, but a lot of the time the cost is out of our control.

We do apologize for the confusion.  I have credited the bulk charges.  This account is not being charged xtra for additional cans. I have also placed yet another note on account to not charge for xtras.  I have also emailed the supervisors informing them of the situation and to be...

sure to honor the notes on account.

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/12/02) */
Mr. [redacted],
I do apologize that the driver did not take the bagged leaves. I show you called and talked to our office on 11/12/15. I have added noted to your account to reflect that you are able to put our bags of yard waste in the fall...

months without charge. You should not have any more issues with bags not being serviced.
We appreciate your business.

Mr. [redacted], I apologize that you feel misled about the "contract."  I do show that the account has been created but we are not scheduled to start the service until April.  I will happily cancel the account and make sure to not charge any fees.  We pride ourselves in being a...

local business and want to remain competitive.  If at any time you are interested in service, please give us a call and we will be more than happy to discuss our prices and services provided with you.  Best,Waste Connections of Colorado

[redacted], I understand why you are concerned and feel like you were lied to.  I want to assure you this is not how Waste Connections practices business.  I have made sure the account is not set up and won't be set up, I have also ensured that no fees will be assessed.We have reached...

out to our door to door sales and let them know that the way they are doing business in not in line with our culture. I truly apologize and hope that if you ever need waste removal service in the future that you call us directly at [redacted] and let us prove to you that we are far superior than most.

[redacted], I apologize that you are having service issues.  I think the main reason is that the account was not noted as 2 cart service.   I have updated the account to reflect 2 cart service which will help with issues.  I will also make sure you are not charged for the extra...

container.   We do appreciate your business. Thank you

Initial Business Response /* (1000, 5, 2015/06/03) */
I have looked into the issues which this customer is complaining about. I called the customer and left her a voice mail message to call me so I can resolve her complaint.

Complaint: [redacted]
I am rejecting this response because: I only will withdraw the complaint once ALL trash has been picked up from almost two weeks ago. My green trash can has not been noticed from the previous complaint and incident of May. I cannot empty trash can prior to the 16th since the trash truck doesn't arrive till the 16th therefore the can cannot be empty prior to the 16th? Again once all trash that I requested to be picked up is collected and I receive a new trash can will I withdraw my current complaint 
Sincerely,
[redacted]

I sent this complaint to [redacted] who is the sales rep for this account.  See the email below.[redacted] Below you will find an email I sent to the Customer outlining our handling of this issue.  In addition, I reviewed the daily log for this account and could find no entries indicating...

the issues with service the Customer said they were having.  I am at your convenience to do my part in responding to the Revdex.com complaint.  My opinion is that the Customer’s claim has no merit based on facts presented here and the lack of any verification of the Customer’s claims in their complaint. [redacted] 
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[redacted]
 Hey guys, I received this Revdex.com complaint.  Please review and let me know how to respond.  I need to let Revdex.com know. Thank you for choosing Waste Connections, [redacted] [redacted]
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 Ms. [redacted], Given the opportunity, it is always my goal to work with our Customers to come up with ways to assist them if they are having issues with our service or with their contract.  Per your call to our Customer Service of March 8, 2017 you instructed us to cancel your contract as you had found a cheaper service (see phone record of our Customer Service below).  We responded on the same day by advising you that it would not be possible to cancel your contract as you are still under contract with Waste Connections until February, 2018. (see attached email)  In our response we also requested that you call me if you have any further concerns.  I’m sure that if I had been given the chance we could have come up with something that we could both agree to. Without reaching out to me to discuss the matter further, you chose to file a complaint with the Revdex.com and instructed us to terminate your contract on February 28, 2018 per a certified letter you would be sending us.   If you feel there is a way to salvage our relationship, I would ask that you call me at your convenience and we can discuss a new contract that fits your business needs as you see them today.  Of note is that since March of 2016 we have had an exemplary relationship as our records indicate that you have faithfully paid your bills on time and we have faithfully provided the service you paid for. If you do not wish to pursue this any further, upon receipt of your certified letter of cancellation as you indicate below, we will place in the system that you have given the proper notification to cancel your contract as of February 28, 2018. [redacted]Territory Manager – Waste Connections[redacted]   [redacted]
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[redacted]  That’s one way to make dissatisfied customers stay with your company.  Not to worry I will file a complaint with the Revdex.com.  We never received notice of a rate increase ever.  Yet your rates increased.  I believe that is also in the contract.  You broke your own contract. This is my email notification to cancel our contract and service on 2/28/2018.   I will send a certified letter tomorrow 3/9/2017.  This will satisfy the 90 days.                                     �...⇄ [redacted]
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[redacted]  Good afternoon,  I have received notice that your company would like to end service as of 3/15/17, the account just renewed for 12 months on 3/1/17. Please read over terms we must have a 90 day notice via certified mail prior to the renewal date for cancellation. If you have any questions feel free to contact [redacted] he is the territory manager and will be able to assist you further.  [redacted]
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[redacted] [redacted] Customer wants to cancel service, they want the last day to be march 15.  They found a cheaper company they are switching to

Customer called in on 1/5/16 to talk about the price increase.  On 1/8/16 the account was rolled back to $83.00 month plus fuel by the sales rep for this account.  As far as I can tell this was rolled back to save the customer.

[redacted], If we originally would have charged your account $36.00 plus fuel and admin your quarterly bill would have been $52.08.  The account would have also received a price increase annually.  I am willing to apply a credit of $175.00 to the account to cover the difference.