Waste Connections of Colorado, Inc.

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] 
[redacted]
[redacted]
[redacted]
[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]
[redacted]
[redacted] [redacted]
 
[redacted]  [redacted]
[redacted] [redacted]
 
    [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 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]
[redacted]
[redacted]
[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]
                                  [redacted]
                                                [redacted]
                                        ...⇄      [redacted]
[redacted]
[redacted]
[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]
[redacted]
   [redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
 [redacted]
[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

The customer has a 2yd dumpster at his residence.  Any dumpster service is considered commercial.  [redacted] is his sales rep, he would be the one to fix the issues.

Revdex.com:
Yesterday Waste Connections fully resolved my complaint #[redacted].   Please update the status of my complaint to RESOLVED.   Attached is a screenshot just taken from the Complaint Hub.   Kind regards, [redacted]
Sincerely,
[redacted]

We have credited the customer the $35 removal fee which leaves the account with no amount due.

I do apologize fore the confusion in regards to the removal charge.  I do see on the account that you did drop the containers at the Erie office.  I have waived any removal charge that was associated with this accout.  The account now stands closed and free of any charges.  Our...

apologies once again.

I have notated the account and added an additional container in our system to ensure that 2 cans are serviced every week.  I have also placed route notes for the driver to advise that we will pick up extra bags outside the can without charge.

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 was told that the containers would be picked up on Friday, February 26th.  They will be outside for pick up on that day.Thank you for your able assistance in correcting this problem.  Wonderful service from the Revdex.com.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/07/09) */
When this resident called in to have his damaged container swapped out, the customer service rep who took his call gave him the wrong information and charged him for the swap out. The customer service rep made a mistake. All charges have been...

removed from this former customer's account and he will be receiving a refund in about 6 to 8 weeks. I left a voice mail message on 7/8/15 for this resident to call me, but as of this response I have not had a return call.
Initial Consumer Rebuttal /* (2000, 8, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Waste connections issued me a credit. So the matter is closed.

[redacted] should not have been charged the fees.  The new owner of the home is now using our service and is using all the equipment left behind by [redacted].  I have submitted a refund to the customer for $49.47 that will be mailed out.  He should receive this in 4-6 weeks. ...

I have requested that this be expedited.

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, 5, 2015/10/28) */
From: [redacted]
Sent: Wednesday, October 28, 2015 10:41 AM
To: '[redacted]@gmail.com'
Subject: Waste Connections
[redacted],
I have received your Revdex.com complaint. I do apologize about the confusion.
It looks like the account was...

charged for non return of our trash cans. I have done some research and found that the new owner of the home is using your trash cans. I have requested a credit on the account of $165.00, this is the amount that was charged for non return. This will post to the account by Wednesday of next week. I will then submit a check request to you for that amount. Please allow 6 to 8 weeks for the check.
If you have any questions please let me know.
Thank you for choosing Waste Connections,
[redacted] Accounts Specialist
[redacted] XXXXX
Waste Connections, Inc. XXX-XXX-XXXX

Complaint: [redacted]
I am rejecting this response because:Why should I accept?  This problem started before June when your company tried to charge me for bins that I had requested be picked up back in April, knowing full well the new occupants were told to keep them because they choose to do service with your company.  It's been around 6 weeks and I have not seen a check.  Personally I think your trying to blow smoke up my as, go look at what people are saying about waste management.  After last response I emailed the corporate office and local news troubleshooter to get the word out.  SHAMEFUL AND SADo
Sincerely,
[redacted]