Zan's Refuse Services

Our company operates on a schedule on all holidays except Thanksgiving, Christmas and New Years DayThe week of July 3rd we were operating on a schedule and Mr***'s trash was not out Tuesday July 4thWhen the trash is no out on a holiday week we will get the trash the following
weekThe days that we are on a delayed schedule are listed on our website as well as the day cancellation policyMr*** was notified of the policy when he called in to cancel his serviceSince the quarter was paid in advance no monies will be refundedPlease see the attached from our website Service Cancellation PolicyAll residential customers must give a day written notice to cancel their service with Zan’s Refuse Service Residential customers may cancel before their payment cycle concludes, however no monies will be refunded and we can continue collecting until the conclusion of that time period pending homeowner approval Zan’s Refuse Service holds the right if proper cancellation is not provided it does not have to refund any money for service cancellationHis account is now closed and nothing else will be billed going forward

[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,*** ***
P.SWe received a check for $** and the matter is settled

This company is very uncooperative I leave the guys treats on holidays and am repaid by not having my trash picked up the next week - this has happened twice and I've had their service for less than a year I called the company they said they'd pickup within days My trash sat on the street both times for a week until my next scheduled pickup day The girls answering the phone give a standard response and offer no real help You cannot get through to the owner - one gentleman had me in tears with the way he talked to me on the phone I do not recommend this business

In reviewing this customer’s account, we noticed that they had been placed on our Stop Service list for repeated nonpayment and late payment of bills over a lengthy period of time
We sent the customer several “past due” notices, but the customer insists that all payments were madeWe would have been happy to reinstate service, but they refused to send us any kind of evidence of the payments.
*** ***

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: ***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,
*** ***

This is in response to the complaint on id #***.We feel as though hours to respond is a very quick turn around in our industry. We feel that expecting someone out there within a hour time frame (in this case it was less then hours when he called back upset) is not a realistic expectation. We notified him of our turn around time during our first conversation with him. At no point during that conversation could our office staffs attitude be considered "oh well". We pride ourselves on a fast turn around on complaints. I have reviewed Mr*** account and have checked all of our records for missed services complaints. This customer stated we had not picked up his trash since March, but yet there had not ever been a call in stating we were missing his service. We cant fix what we don't know is broken. Therefore the offer of the day credit we feel is more then acceptable. We don't usually offer a refund for services missed unless they can be documented. Documented would be called logged by the customer calling in stating we missed his service. Again, which was not ever received. I don't know of any customer in any industry that was paying for service & not receiving it that would not be calling in & asking why he wasn't receiving service for so long. It doesn't seem logical for anyone to do that. We have nothing to indicate to us that we were missing his service. His account has been closed. We have issued a check for $which is reimbursement for his recent payment plus the one month as our courtesy to himit was mailed out on Check #*** to his *** ** Address that he had given.If you should have any additional questions please feel free to contact me at ***Thank you,*** ***Office ManagerZans 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 letter is in response to the complaint filed with you
by *** *** ** *** *** *** *** ** *** *** ***I had been in contact with Mr*** leaving him several
messages stating that his account was delinquent & service was on hold due
to non-payment.
He assured me he would
make a payment on our online service, which he failed to do on both promise
dates. weeks later, he did make a
payment on Tuesday April 21, 2015. Mr
*** called my office very angry that even though he had just made his payment
online we did not pick up his trash. I
explained that I could not get his trash picked up that same day he made his
payment. Our policy states that for
customers whose service has been put on hold due to non-payment, & are then
paid will have their services put back into effect effective their next service
date, which would have been April 28, in Mr***’s case. He became irate telling me our policies are
ridiculous and for us to stop his service he would go someone where else. I told him I would close his account out
& his refund would be sent out in about to weeks. He then retracted his statement saying just come
get my trash. I assured him I would have
someone out there as soon as possibleOn April 28, 2015, Mr*** called my office again yelling
that we had not picked up his trash He
also stated he has been fined by his community siting him for his trash being
unkempt. He demanded we pay his
fine. Mr***’s services had been on service
hold for weeks due to non-payment & we are not responsible for that fine,
when I explained that to him it angered him even more, stating someone was
going to cough it up because he wasn’t. Mr
***’s trash we would have been picked up had his account been
satisfactory. He stated that we didn’t
even come that day, I explained that they were still out working his
neighborhood & it would be handled.
He then started cursing & using obscenities with me. I asked him to stop or I would disconnect the
call, he stated he didn’t consider the * word to be a curse word and that if I
did that was my problem. He further told
me that I needed to shut my mouth & listen.
At that point I disconnected the call.
Mr***’s trash was picked up on April 28, as that is his
scheduled day. We also collected &
kept our container.I spoke with Mr*** about the situation, he directed me
to discontinue his service & we have issued a refund for the unused portion
of his service (check #*** $23.93, mailed out on 5-1-15) Mr*** then decided that he wanted to speak with the
***, he sent an email demanding he be called back, he further
harassed the owners by trying to contact them on Facebook and Linked in. We
have contacted the police due to the harassing and stalking nature of his
behavior.I called Mr*** & informed him that his service was
ended, & that we would be picking up our container. He stated “good luck finding it”. I explained that if our property was damaged
in any manner that he would be held responsible. He said we would never find it anyway. I have since then been able to obtain &
remove our container from his possession.In every conversation with Mr*** he has felt the need to
speak to our staff in a very derogatory & abusive manor, we as a company
chose to discontinue his service due to him not being able to speak properly
with respect to our office staff. We
don’t allow our employees to be spoken to with curing or obscenities, he did not
have the option to keep his service with us for these reasons.We feel as though we honored & followed all of our
policies & procedures accordingly with Mr*** & his account. We will not provide Mr*** with trash
service nor will anyone from our office be contacting him again. Should you have any additional questions please feel free to
contact me at ***Sincerely,
*** ***

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
[Provide details of why you are not satisfied with this resolution.]Not once did I swear at themMy wife was in the car along with my two children They did pick up my trash container and left the trash on the ground out side my home I have asked to speak with the *** and she refused to contact him or anyone above her indid not ever ask for my service to be need be puss they are the only ones who pick up in my area I will only consider this resolved once my service had been restored.
Regards,
*** ***

[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: c***
Regards,
*** ***

We sincerely apologize to Ms*** for the confusion and delayed service. This situation is certainly an outlier and not indicative of how we treat our customers. The real reason that one of our managers was trying to patiently convey to Ms*** before she cut him off and
abruptly hung the phone up as he was trying to speak, was that our office manager whowas in charge of our communication between this customer and the field failed on several occasions to properly assist and rectify any issue Ms*** hadwith the service. For that very reason, that person is no longer with us and we have refunded both credit card payments for the service to Ms***, so we have not taken any money from her That manager she refused to listen to never threatened her, he in fact stated the legal actions we would have to pursue if she did destroy our property as she firmly repeated she would. For clarification we never charged Ms*** for a container like she stated, because they come standard with the service and we do not charge extra for them That policy is posted on our website. Additionally we removed the container and waste from her residence last Friday, which is the same day we told her we would

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 3/4/16 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 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.My trash can was at the curb at 6pm on Monday July 3rd and sat there until Thursday July 6th when I finally brought the trash can back beside my home and contacted Zans Refuse Service regarding the matterI do not accept the proposed resolution stated by Zans Refuse Service Inc, as they did not fulfill their end of the agreementI am once again requesting a refund of $***Providing a legal prospective regarding this matter there was a breach of contract when Zans Refuse Service did not provide the services that I pay for in a timely mannerMy request to have the service cancelled was due to their breach of the agreementTo state for the record, I was not notified of a day cancellation notice policy verbally or written in any contractual agreement.
Regards,
*** ***

We spoke with the customer this morning and explained that the person who logged her initial setup call did not follow proper procedure, which results in her address being added to our delivery lists for a can and service. We reviewed the call log and didn't find the
instances she mentions of repeated calls to our business We actively monitor all calls and any customer who calls our business and is unable to get someone on the phone due to high call volume, receives a return phone call within the day or the next business day at the latest. A this point, she has decided to remain with our service as we've corrected the issue and her account is set and ready to go with her first collection day beginning this week. We look forward to servicing her

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
[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 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 $**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:pm on 3/ Today is 3/ ZANS has not called me back, the trash can still has trash in it and after the can sitting out on the curb for 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 consecutive weeks that the trash has not been picked up It is now 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,*** ***

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
[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,
*** ***

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

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

We did receive a call from the customer on February 10th after the customer waited an entire week to call to let us know that the trash was not collectedShe then called after hours on February 12th and we returned her
call and spoke to her on February 16th when we were back in the office (we were closed February 15th for inclement weather) at that time we did explain to her that we will correct this and get the trash picked up immediately and she said she was cancelling the service We've already refunded her money and will be collecting her container tomorrow

[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: c***
Regards,*** ***