Zan's Refuse Services

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

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

We apologize for the inconvenience but our office manager failed to properly convey the message repeatedly and because of that, this person is no longer with us Their waste was collected today and they have already cancelled the service and we will collect their can this
Friday. We can only issue credits for issues that are brought to our attention immediately, as we have no way of verifying what happened months ago at this point. We are crediting the customer for the month of August. The check will be mailed out to them early next week after processing the closure of their account, as they just made us aware today of their cancellation

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*** 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*** 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*** 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 ***, 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,
*** ***
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*** & explained our policy per our website. It is as follows:**Service Cancellation PolicyAll residential customers must give a day written notice to cancel their service with Zan’s Refuse ServiceZan’s Refuse Service will refund all over payments or service
cancellation refunds if the customer follows proper procedure in the cancellation of their respective serviceZan’s Refuse Service holds the right if proper cancellation is not provided it does not have to refund any money for service cancellation.**Mr*** did not give proper notice for cancellation. He contacted our office to do his cancellation days in advance. That was all. We further offered to him to do one last week of service so that he could use the $to its fullest. He chose to not have us do that. Please feel free to contact me should you have any additional questions or concerns.Thank you,
*** ***Office ManagerZan's Refuse Service804-897-

Revdex.com spoke with the businessThe customer was refunded the $today

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

Revdex.com:
I have reviewed the offer 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.] 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 collected. and; 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,*** ***

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,
*** ***

Zan's has been collecting my trash for a couple of years now and I have no complaints whatsoever They never miss a pickup, take anything I put out, and don't make a mess

The customer called today to say that the complaint has been resolved after direct contact with the business

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 say. As 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

[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

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,
*** ***

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*** 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*** 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*** 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

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

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

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.]
Regards,
*** *** 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