Zan's Refuse Services

The customer is not stating the truth We removed the last quarterly charge (3/1/16-5/30/16), Picked up her trashcan last Friday 3/11/ and canceled the account We spoke to her the morning she filed the complaint and we can prove that Our business with her is finished and she is more than welcome to call us if she wants to discuss this further but we will not continue to take our time to respond to her baseless claims Tell us why here

This morning I received a phone call from Zans stating that if I cancelled the service, I will still be charged a $**fee for the month of March I disputed this with the company asking why would I continue to pay for a service that is not being provided The woman state that it is their policy and that she would speak with the owner and get back to me.Sincerely, [redacted]

This customer’s service was suspended for weeks due to non-payment on their account for our services They finally paid and came off suspension recently We verified with our driver who does their route that they were indeed collected this past Monday, which is their typical day of collection We have left voicemails with this homeowner over the last days since they filed this complaint to understand what they are referring to Perhaps they are referring to the prior week where all of Richmond was impacted by the snow storm Unfortunately this homeowner refuses to return our calls so we really don’t know If you are able to make contact with this person, then please stress with them the importance of paying their bills on time What’s even worse is that we reviewed our call logs and have zero messages from this homeowner regarding their account, which means they never reached out to us in the first place regarding this issue Like many companies, if our lines are busy, our customers can always leave us a message as we respond to every single phone call we receive How else would a locally owned and operated waste hauler like us last for over years with an A+ rating in the community, when all of competitors have been acquired by County Waste? We take our customers concerns very seriously and this is a bogus claim

I spoke with Mr [redacted] Tuesday 5-26-15, he at informed me for the first time that his service had been missed I politely apologized for the inconvenience & offered to have our driver do a re-direct and have it taken care of in the next couple of business days He seemed happy with our turn around time Mr [redacted] called me again today 5-27-at was furious that his trash still not been picked up I explained that he just notified us of the missed service & that I would have someone there by tomorrow 5-28- He demanded we come today & explained that I couldn't get someone out there today & he demanded yet again that we will do what he said I explained that it takes hours to turn around a missed service for redirect He yelled stating "well your Revdex.com rating is about to drop" "thanks for nothing" & hung up on me Mr [redacted] has not ever called into our office to inform me that we were missing his service Effective immediately Mr [redacted] account has been closed due to his aggressive behavior towards our office staff We have issued a one month reimbursement to cover any services that had been missed We will not be doing any trash service for Mr [redacted] home on regular pick up or for any redirect this week, again due to his treatment of our staffIf you should have any additional questions please feel free to contact me at [redacted] .Thank you, [redacted] ***Office ManagerZan's Refuse Service, INC

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: c [redacted] Regards, [redacted]

We sincerely apologize to Mr*** Our management has properly reviewed Mr***’s account and have found that one of our employees, who has since been dismissed, failed to properly follow up and correct any error Mr [redacted] reported with the service and missing his home A refund for the month of January will be issued and mailed out this Monday and we sincerely apologize for how we dropped the ball Mr [redacted] was our customer for about a year and is extremely familiar with how our reliable service executed on collecting his residence’s waste before this isolated incident occurred With that said, we would gladly welcome Mr [redacted] back with months free service to show how sorry we really are and how much we value his business We’re sorry that one of our employees failed to meet this customer’s needs, even when the customer allowed ample time to repair the issue This ex employee’s actions or lack thereof are certainly not indicative of our overall service and definitely not in line with how we treat our customers; which is why this employee has been released from our company

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Trash placed the first week in March was not emptied by the time of complaint The service paid for was to to come to the back of the house and pull the trash They were not doing what was paid for simply put I have never had a company make it my fault when they clearly were not doing the service I could not believe I heard those words it is so counter intuitive to BLAME the customer I could not do that in my industry and keep customers Regards, [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Provide details of why you are not satisfied with this resolution.] I am not satisfied because their resolution/reply does not address my complaintIf they were in business; Why was their phone line not in service when I called to inquire as to why my trash had not been collectedand; Why didn't they answer the, numerous, email messages I sent, over a two week period, asking them why my trash had not been collected? In addition, I never recieved any type of notice from them concerning late paymentI assume that was because my payment was not lateI had service with this company for more than yearsIf they even supected a problem why didn't they make an effort to notify me? My complaint stands Regards, [redacted]

On Thursday 3/3/we received an after hours message from the customer stating that she was missed and that she wanted to cancel the service This is the only time that we have received a call in regards to her trash service I called the customer first thing Friday morning 3/4/and addressed the problem I also made the customer aware of the day cancellation policyThe customer refused to let us continue and wanted the service cancelled

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] I would like to clarify that the contents of the response from the business were not entirely true As I stated in my complaint, two calls were made to the business on Friday, February 12th (morning and evening) Per the time stamp on my phone, 8:55am and 5:20pm respectively The fact that the business does not own their error is baffling to me On their website, they boast an A+ rating from the Revdex.com This is not the case All I can say is, buyer beware! Regards, [redacted] ***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Zans has know about our trash issues for over a year They need to send a check for I do not accept their offer They have cause alot of problems with us We have had to deal with trash sitting for weeks Crows getting in trash Neighbors coming over and asking when trash is getting picked up cause it smells This has happpen on several times over a year If they do not want to send me a I will contact on your side news and have their business broad casted that they do not do business well I think I have been fair for asking for my back after everything we have been through for over a year They do not think they did anything wrong which in fact they did they have stolen so much money from us with not picking up trash is fair cause I bet they stole more from us with missing weeks

I spoke with Mr. [redacted] in reference to his trash container. He lives in a townhome style set up. Our cans are not labeled or assigned to any one specific in this type of property layout. Our containers are used to hold trash that is to be picked up by our trash trucks weekly. ... The cleanliness of the inside of the can is the responsibility of the individuals using the can as it is their trash that is placed in the container. Due to the containers not being labeled or specific house assigned there is no way for us to know what container goes to what specific townhome. I recommended to Mr. [redacted] that for future he would probably want to place a couple of strips of Duct tape on the lid with his specific address on it, so that our workers would know which address that specific can needed to be returned to. He was not happy with my suggestion & asked me to have someone come & clean the container. I explained that was not part of our service, that our obligation is to empty the container of trash & it was the individuals responsibility to keep the inside of the container clean. He then asked for me to swap out his container for a new one. Again I explained that we don't swap out containers just because they get trash residue build up inside of them, that all that was needed was for it to be washed out with any cleaner or bleach if he chose to do so, I again suggested that after he had done that, to place the tape on the lid with his address so we could ensure he received that same can back. Although he was never really rude or disrespectful, did argue that he didn't want to clean the can & insisted that we come find the container he used to have. I again explained it would be impossible for us to do so & he was welcome to check with his neighbors to see if maybe they would be willing to swap or if they had what was believed to be his container. He demanded to speak with my manager, I explained that I am the Manager & there was no one else who handles this type of situation. He demanded to speak to the owner & I again explained that the owner didn't work out of the office & he doesn't handle customer service issues, that's what he hired me for.He then became disgruntled & asked for my name & title & hung up.We do not have assigned containers, we do not clean out a customers container for them, we do not swap out containers just because they get dirty from their trash.Please feel free to contact me should you have any additional questions or concerns.Thank you, [redacted] ***Office Manager. Zan's Refuse Service

Her recollection of that phone call is highly inaccurate To put it mildly, she refused to listen to anything I had to say regarding her account or service as she repeatedly demanded her account to be closed out and kept on demanding over and over again, ‘refund my money!’ She unfortunately was unwilling to have an intelligent conversation about the matter and did want to hear anything I had to sayAs our usual policy, her container will be removed from her home this Friday (10/24/14) and her refund of $will be mailed out within the next week

RevDex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. [Provide details of why you are not satisfied with this resolution.]. When I called the business on 3/3, it most certainly was not the first time that I contacted the business. The receptionist that I spoke to stated that she was new and offered to find out why our trash was not being picked up, at which point I explained to her that this has been an on going issue. She then told me that there was a 30 day cancellation policy and that I would be charged for the month of March. I explained that I did not want to continue with their service because they were providing the service as promised, and that I was not going to pay an additional $**.00 for non service. The receptionist very kindly stated that she would talk to her boss when he got in to see how he wanted to handle this and that she would call me back by 2:00 pm on 3/4. Today is 3/10. ZANS has not called me back, the trash can still has trash in it and after the can sitting out on the curb for 15 days, I finally brought it up in the yard. I have emptied the can for the most part into another companies can. This is currently 3 consecutive weeks that the trash has not been picked up. It is now 7 days since I was told I would receive a call trying to resolve the matter, and like the trash pick up, I am still waiting. Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***Hopefully this business will learn about customer service in the future
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As you can see from the response, the company offered no solution, no compromise, no win-winWhen I called, I offered to drive to their business and trade the container (it would cost the company nothing) but they refused. The company never addressed the issue that they (the company) gave me a filthy containerMy original container was not dirtyI have pictures of the one they returnedI only wish there was a way to capture the horrible smellMy original container was cleanI have come to believe that the container the company gave me was one that was on the garbage truck since it doesn’t look as new as all my other neighbor's containers and has marks on the back and topI think it is telling that the company didn't even get my name right in their responseI also think it is telling that the owner doesn’t bother with customer service issues

I spoke with Mr*** in reference to his trash container. He lives in a townhome style set up. Our cans are not labeled or assigned to any one specific in this type of property layout. Our containers are used to hold trash that is to be picked up by our trash trucks
weekly. The cleanliness of the inside of the can is the responsibility of the individuals using the can as it is their trash that is placed in the containerDue to the containers not being labeled or specific house assigned there is no way for us to know what container goes to what specific townhome. I recommended to Mr*** that for future he would probably want to place a couple of strips of Duct tape on the lid with his specific address on it, so that our workers would know which address that specific can needed to be returned to. He was not happy with my suggestion & asked me to have someone come & clean the container. I explained that was not part of our service, that our obligation is to empty the container of trash & it was the individuals responsibility to keep the inside of the container clean. He then asked for me to swap out his container for a new one. Again I explained that we don't swap out containers just because they get trash residue build up inside of them, that all that was needed was for it to be washed out with any cleaner or bleach if he chose to do so, I again suggested that after he had done that, to place the tape on the lid with his address so we could ensure he received that same can back. Although he was never really rude or disrespectful, did argue that he didn't want to clean the can & insisted that we come find the container he used to have. I again explained it would be impossible for us to do so & he was welcome to check with his neighbors to see if maybe they would be willing to swap or if they had what was believed to be his containerHe demanded to speak with my manager, I explained that I am the Manager & there was no one else who handles this type of situation. He demanded to speak to the owner & I again explained that the owner didn't work out of the office & he doesn't handle customer service issues, that's what he hired me for.He then became disgruntled & asked for my name & title & hung up.We do not have assigned containers, we do not clean out a customers container for them, we do not swap out containers just because they get dirty from their trash.Please feel free to contact me should you have any additional questions or concerns.Thank you,*** ***Office ManagerZan's Refuse Service

I spoke with Mr*** Tuesday 5-26-15, he at informed me for the first time that his service had been missed. I politely apologized for the inconvenience & offered to have our driver do a re-direct and have it taken care of in the next couple of business days. He seemed
happy with our turn around time. Mr*** called me again today 5-27-at was furious that his trash still not been picked up. I explained that he just notified us of the missed service & that I would have someone there by tomorrow 5-28-15. He demanded we come today & explained that I couldn't get someone out there today & he demanded yet again that we will do what he said. I explained that it takes hours to turn around a missed service for redirect. He yelled stating "well your Revdex.com rating is about to drop" "thanks for nothing" & hung up on me. Mr*** has not ever called into our office to inform me that we were missing his service. Effective immediately Mr*** account has been closed due to his aggressive behavior towards our office staff. We have issued a one month reimbursement to cover any services that had been missed. We will not be doing any trash service for Mr*** home on regular pick up or for any redirect this week, again due to his treatment of our staffIf you should have any additional questions please feel free to contact me at ***.Thank you,*** ***Office ManagerZan's Refuse Service, INC

This morning I received a phone call from Zans stating that if I cancelled the service, I will still be charged a $**fee for the month of March. I disputed this with the company asking why would I continue to pay for a service that is not being provided. The woman state that it is
their policy and that she would speak with the owner and get back to me.Sincerely,*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by
the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***