Whitetail Disposal Incorporated

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  On [redacted]'s behalf, I extend my apology for the way he spoke to the representative. His brain injury and disability, affects both his frustration level when he is not able to express himself and his response in these situations. Thank you for your apology and for the net.  
Sincerely,Kelly (On behalf of [redacted])

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Whitetail Disposal is a family owned waste hauling company servicing over 40,000 customers in Berks, Bucks, Montgomery, and Lehigh counties. Whitetail has received the Reader’s Choice Award for service in 2017, 2016, 2015, 2014, 2013, and is ranked #1 in garbage collection and recycling in the...

Tri-county area. Whitetail Disposal invoices quarterly for residential trash service, we provide quarterly trash and recycling service. In order to provide our customers the best service it was necessary to change the route in Perkasie from Wednesday to Friday. Unfortunately, the change did not work well for [redacted] and she made this abundantly clear with her tone and verbiage in several phone calls to our office. Per the most recent phone conversation yesterday, [redacted]'s equipment will be picked up no later than Saturday 10-7. Normal policy for any refund check at Whitetail Disposal is 4 to 6 weeks. While we believe no refund check is required, I have authorized a refund check of $46 for the months of October and November and will have it issued with [redacted]'s approval.We wish the [redacted] family the best in the future. Thank you.

Whitetail Disposal is committed to our "Service First" program. We ask each customer to place both their trash and recycling curbside before midnight of their service day. WD operates both a missed trash truck and bulk service truck each service day. Whitetail Disposal is a family owned waste...

hauling company servicing over 35,000 residential customers and over 1500 commercial customers in Berks, Bucks, Montgomery, and Lehigh counties. A Whitetail supervisor will be on site this Wednesday to confirm the driver is aware of this stop. We've had the same driver on this route for over two years and we've collected other stops on this road with no issue. We work hard each day to improve and would like the customer to know we'll to address their specific issue. Thank you.

Whitetail Disposal is a family owned waste hauling company servicing over 40,000 customers in Berks, Bucks, Montgomery, and Lehigh counties. Whitetail has received the Reader’s Choice Award for service in 2017, 2016, 2015, 2014, 2013, and is ranked #1 in garbage collection and recycling in the...

Tri-county area. Whitetail Disposal invoices quarterly for residential trash service, we provide quarterly trash and recycling service. It is my understanding [redacted] called and canceled service because "we do not pick up enough trash". For our standard service, WD collects the trash toter, three additional bags of trash, a standard bulk item, and more often than not additional trash as the driver deems appropriate. The driver is responsible for making sure his complete route is serviced, we cannot always collect all but we do always collect the standard service. The simple reason is a truck may pack out and not be able to finish the route, so the driver properly manages the route. [redacted] stated correctly in her complaint we "only pick up houshold waste and recycling", [redacted] was paying for our standard residential service, we do not collect C&D (commercial or demolition) on our residential. This has been an existing policy at WD for the last 9 years and is clearly stated on our Website and in the office. I cannot refund [redacted] for the above reasons. [redacted] was properly informed to finish her quarter and elected to cancel her service. We wish the Stanon family the best in the future. Thank you. Tell us why here...

Whitetail Disposal is a family owned waste hauling company servicing over 40,000 customers in Berks, Bucks, Montgomery, and Lehigh counties. Whitetail has received the Reader’s Choice Award for service in 2017, 2016, 2015, 2014, 2013, and is ranked #1 in garbage collection and recycling in the...

Tri-county area. Whitetail Disposal provides senior citizens price stability by offering our seniors the route rate for the regular standard service at the time of their sign up for as long as we service their home. The current rate for our standard service is $69. The vast majority of our 35,000 plus residential customers receive our standard service. We do not collect Construction and Demolition (C&D) material as part of our regular standard service. This fact is prominently mentioned on our website and clearly displayed under the description of services included and excluded on the website. Regardless, to avoid any confusion our sales representative may have created by not mentioning this in his presentation. I've authorized a refund in the amount of $69 to be sent to [redacted]. We wish the [redacted] family the best in the future. Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: My money ($69)should be paid back to me immediately. I don't understand the reason why they are still holding my money ,taken out of my account  from the date of july 6,2017. Today is August 8,2017.  How many days and weeks they are gonig to hold my money,which is a bad attitude from a sense of business morale.Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The company's response is highly unacceptable, as it does absolutely nothing whatsoever to resolve the ongoing issue of service.The company's indication of termination of service is clearly a form of retaliation for my filing of the written complaint with the Revdex.com.  The company is not the least bit justified in initiating such termination, for I have done nothing wrong in all my years as a loyal customer.I find it highly disturbing that the company says that it is unable to resolve the issue, which, by the way, wouldn't even be an issue if it cared enough to NOT leave trash and recycling bins out in the street blocking mailboxes following pickup.  What's even more offensive and insulting is that my immediate neighbors, who also use Whitetail Disposal, don't seem to have this problem:  Last week when my recycling bin was yet again left blocking access to my mailbox, I noticed that ALL of my neighbor's bins had been neatly returned to the driveway and sidewalk area where they had been left for pickup.  I don't understand--if the company can do this for my neighbors, why can it not do the same for me?  Sure seems like a form of discrimination or inequity; in fact, it appears to be intentional.It is VERY important to note that the company MUST provide service AT LEAST through and including AUGUST 31, for the month of August has already been paid for in full.Finally, I request that any and all further communication with the business regarding this issue be in writing.
Regards,
[redacted]

Hi [redacted]!   I just wanted you to know we sent check #6010 in the amount of $69.00 to [redacted] on 8-21-17, it cleared on 8-28-17.  Can you please reach out to [redacted] to have him update his complaint?  I believe we have done everything he requested and then some.Many thanks,Toni B[redacted]

In response to the customer complaint ID [redacted] dated 7/28/16. Our response is: The customer called to complain about our truck hitting and damaging his basketball NET. This call came after his landlord called our company and enlightened us to the fact that this individual recovered said basketball...

net from the trash and that this person has a history of calling and claiming damage to recover money from unsuspecting Companies. We explained to the individual that the landlord had called and informed us of the situation prior to his call and he started using inappropriate language at our customer service representative.At Whitetail Disposal, we take pride in responding to any and all instances where we may have caused damage to our customer's property. We will be happy to purchase and send this customer an NEW NET.

[redacted] has been a customer of Whitetail Disposal since July of 2016. Whitetail provides weekly recycling services for over 25 customers on [redacted] alone including the immediate neighbors of [redacted]. We have checked the GPS for our service on Summer and the surrounding streets in the area. It is unfortunate and we’re sorry [redacted] feels he had bad recycle service. I again want to stress the Whitetail recycle truck services over 25 homes on [redacted] alone every Wednesday. Finally, Whitetail Disposal offers our weekly recycling as a compliment to the trash service, and we currently do not charge for the recycling service. So for these several reasons, we will not refund [redacted] $23, I would be happy to speak with [redacted] and like him to contact me at the office at ###-###-####. Hopefully, we can address and rectify any service issues or concerns. Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
This situation has been ongoing since July. I can understand if this had occurred once, but the continual nature of this situation is unacceptable. There have been at least two instances that I have had to call three times and wait two days for my trash to be picked up, so stating that they have a truck dedicated to picking up missed trash leads me to believe that this occurs much more frequently than Whitetail  admits.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Paul, if you had read the Revdex.com complaint, or if your CSR had taken notes and you had read those notes, you would know this complaint is about three consecutive missed pickups.If I accidentally selected 9/5 (Tuesday) as the date of the first occurrence, when filling out the Revdex.com form, it's a mistake on my part because Tuesday night is when the containers usually go out. I am aware that pickup is on Wednesday. I am also aware of your holiday schedule and that this was the week of Labor Day. I explained all of this to your CSR in response to his questions. Do you not record details when customers call in with service complaints?I also noted over the phone that my trash was emptied and recycling was not, on the first two occurrences. Think about that.The third missed pickup was a Saturday, following the Friday on which I complained and your CSR promised the truck would pick up the following morning. As I stated in the Revdex.com complaint, that pickup did not happen. I don't need to point out how many negative reviews of Whitetail describe the same pattern: repeated missed pickups, a promise to make a special pickup, and that special pickup is also missed. I'd think by now you would be in the habit of just taking responsibility, instead of challenging everyone who complains.So to recap, you've ignored most of the details of my complaint, and rather than take any form of responsibility, you've suggested that I don't know what day my pickup is scheduled. You've also claimed that, because according to Whitetail you only charge for the trash pickup (semantics?), I'm not entitled to any refund for the missed service.I predict you're going to lose me as a customer not because of the missed pickups but because of how you handle service complaints. Every time I've called Whitetail I've gotten a bad attitude from the CSR. Many of your reviews mention this. Get a clue, man. Your drivers miss pickups. And then customers cancel service because of how you treat them when they report it. I'm not calling the office again. Keep the $23. Spend it on a book about customer service.
[redacted]

3-6-17 To Whom it May Concern,We apologize, the response was rather snarky and unprofessional. We can only go by what we are told by those in the know. Why the landlord would go out of his/her way to call our office and report such things is beyond us. This in no way excuses [redacted]'s verbal abuse of our customer representative. We do not know [redacted] personally and wish him the best. Our understanding is the net was damaged. As stated before, we are happy to replace it. At Whitetail Disposal, we take pride in responding to all instances where we may have caused damage to the property of our customers or the property of others.We have ordered a regulation size basketball net from [redacted] to be delivered to:[redacted] Boyertown, PA [redacted] It is scheduled to arrive on Friday March 10, 2017.Regards,Whitetail Disposal, Inc.