Zan's Refuse Services

This customer’s service was suspended for 3 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 2 voicemails with this homeowner over the last 3 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 30 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.

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.

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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If 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 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 complaint. If 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 payment. I assume that was because my payment was not late. I had service with this company for more than 2 years. If they even supected a problem why didn't they make an effort to notify me? My complaint stands.
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.]Not once did I swear at them. My 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 [redacted] 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,
[redacted]

We sincerely apologize to Mr. [redacted].  Our management has properly reviewed Mr. [redacted]’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 3 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]

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

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
P.S. We received a check for $35 and the matter is settled.

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Review: I moved to a new home on July 1 and had arranged in advance for Zan's Refuse to take care of my trash removal. They brought a can and immediately charged me for it, but over the next several weeks failed to actually appear to remove my trash 50% of the time. Calls to the business were not returned for days, if at all. 13 days after my last scheduled trash pick-up, the over-full can is still sitting in my driveway. I arranged for another company to begin doing the trash removal and told Zan's that I needed them to remove the can and gave them 3 business days to do so. The gentleman I spoke with (Robert?) did not like my frustration and threatened me when I said I would have the can removed myself since they could not seem to do so, something along the lines of, "You have no right to do that, just try it and you'll see." Could not be more disgusted by the failed service and the company's (1) failure to respond in a timely fashion - days (!); and (2) the inability of the company representative to deal with a justifiably frustrated consumer without resorting to vague threats.Desired Settlement: Obviously it is too late to deliver the service promised as I finally had to contact another trash removal service entirely. I would like a refund of the can charge I paid and whatever else Zan's claims I owe them for their non-service.

Business

Response:

We sincerely apologize to Ms. [redacted] 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. [redacted] 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. [redacted] 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. [redacted], 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. [redacted] 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.

Review: Customer service refuses to honor what they said they would do. After contacting them the would not hear what we had to say she just kept screaming then when I ask her to stop she hung up. Then 4 hours later she called me back and said she cancelled our service. Not what we asked for. We simply asked them to get the trash like they said they would.Desired Settlement: I would like a call from the owner or president to further discuss. And for my service to be reinstated since she did it with out asking

Business

Response:

This letter is in response to the complaint filed with you

by [redacted]I had been in contact with Mr. [redacted] 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. 2 weeks later, he did make a

payment on Tuesday April 21, 2015. Mr.

[redacted] 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, 2015 in Mr. [redacted]’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 4 to 6 weeks. He then retracted his statement saying just come

get my trash. I assured him I would have

someone out there as soon as possible. On April 28, 2015, Mr. [redacted] 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. [redacted]’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.

[redacted]’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. [redacted]’s trash was picked up on April 28, 2015 as that is his

scheduled day. We also collected &

kept our container.I spoke with Mr. [redacted] about the situation, he directed me

to discontinue his service & we have issued a refund for the unused portion

of his service (check #[redacted] $23.93, mailed out on 5-1-15) Mr. [redacted] then decided that he wanted to speak with the

[redacted], 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. [redacted] & 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. [redacted] 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. [redacted] & his account. We will not provide Mr. [redacted] 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 [redacted]Sincerely,

Consumer

Response:

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.]

Not once did I swear at them. My 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 [redacted] 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,

Review: We have been customers of Zans for four years. In the past year since we moved from richmond to Midlothian we have had issue with Zans picking up our trash. We pay our bill on time and in full. Every two months they seem to not want to pick up on our trash on the schudule date then we call and they say they will send out a recover truck but never do sometimes they never answer the phone and never return our calls. Now today is Friday Aug 7th and my trash has been sitting at the curb since Monday night and Big crows are getting into the trash and it smellls. They keep telling us someone is coming but no one has come. I am not happy. I think they need to come and get the trash and issue me a check of 57.00 for the problems. Its sad that these people treat other people like trash. The owner never calls to say sorry and doesnt care about his customers. Sorry to hear this because I thought they were a good company.Desired Settlement: I would like a call from owner and a check in the mail for 57.00 made out to us for all the problems we had

Business

Response:

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.

Consumer

Response:

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,

Zans has know about our trash issues for over a year. They need to send a check for 57.00 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 57.00 I will contact 12 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 57.00 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. 57.00 is fair cause I bet they stole more from us with missing weeks.

Review: Trash needs to be picked upDesired Settlement: I would like to have my trash picked up. My trash has not been picked up for 2 And 1/2 weeks. They keep saying they will be here.

Consumer

Response:

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

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.

Review: Zan's Refuse Services has not been picking up the trash even though it is paid for through August. The house is for sale and does not have trash all the time BUT they are paid to check and have not. When notified was told a truck would be redirected, 24 hours later trash still not picked up and smelling with a house showing later in the day. Called and response was we can't get to it that fast, implying it would be 48 hours after I called before it MIGHT be taken care of.

They never should have stopped checking since they were paid to do so and now they are putting the sell of the house in jeapardy due to pure negligence on their part.Desired Settlement: Get the trash today 5/27/2015 before 4 pm.

Business

Response:

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 5-27-15 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 48 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 staff. If you should have any additional questions please feel free to contact me at [redacted].Thank you,[redacted]Office ManagerZan's Refuse Service, INC.

Business

Response:

This is in response to the complaint on id #[redacted].We feel as though 48 hours to respond is a very quick turn around in our industry. We feel that expecting someone out there within a 24 hour time frame (in this case it was less then 24 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. [redacted] 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 30 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 $210.00 which is reimbursement for his recent payment plus the one month as our courtesy to him. it was mailed out on Check #[redacted] to his [redacted] Address that he had given.If you should have any additional questions please feel free to contact me at [redacted]Thank you,[redacted]Office ManagerZans Refuse Service

Consumer

Response:

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,

Review: On Feb 5 I spoke with someone (I think she said her name was [redacted]) at Zan's about using their services for my back door trash pickup. Service was to begin in March, with the first pick-up being Tuesday, March 3. Payment was required immediately, so I gave my credit card number. My credit card was charged $90 for three months service. I contacted Zan's on March 5 to say my trash was not picked up on March 3 as agreed upon. I was told that was an error on their part and they would get it on March 10, and they would adjust my start date. My trash was not picked up March 10 either. I've tried several times to reach Zan's by phone, but only get recordings. I left messages, but no one has called me back. I sent them a message on their "Contact Form" on their website letting them know I would be filing a complaint with the Revdex.com.Desired Settlement: I would like my $90 to be refunded.

Business

Response:

Revdex.com spoke with the business. The customer was refunded the $90 today.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: trash service not been picked up in 2 weeks. My account is current tried calling phone is disconnected no response from emailsDesired Settlement: service picked up or refund

Business

Response:

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 made. We would have been happy to reinstate service, but they refused to send us any kind of evidence of the payments. [redacted]

Consumer

Response:

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 complaint. If 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 payment. I assume that was because my payment was not late. I had service with this company for more than 2 years. If they even supected a problem why didn't they make an effort to notify me? My complaint stands.

Regards,

Review: I signed up for trash removal with Zan's Refuse Service effective January 28, 2016. Our trash pick-up date was to be on Thursdays. On Thursday, February 4th, our trash was not collected. The following week I placed a call to Zan's on Wednesday, February 10th, advising them of the missed collection. The operator assured me she was contacting the driver to be certain our trash was collected on the 11th. However, the trash was still not collected. I proceeded to call Zan's on Friday, February 12th to advise them of the missed collection. I left 2 messages (one in the morning and one in the evening) requesting a returned phone call. As of today, February 15th, I have yet to receive a phone call nor have I had my trash collected.Desired Settlement: I do not expect to be charged for no services received. This has been a very frustrating ordeal. I would like Zan's Refuse Service to pick up their trash container. I am terminating their service effective immediately.

Business

Response:

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 collected. She 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.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If 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,

Review: Zan's provides back door pick up for trash for the community I live in. This means they take the trash from your back yard. They picked up the trash on 7/8/2015 however, they returned the wrong trash toter to my home. The trash toter they returned smelled like urine and feces and had maggots on the inside. I called Zan's and left a message. Zan's returned the call promptly the next morning and I explained the situation to the woman on the phone. I told the woman that the toter was not mine and the toter that was left smelled. I asked if they could find my toter and the woman responded there was nothing they could do. I asked if they could give me a new toter, the woman responded that it was against their policy to get involved with dirty toters. I reminded the woman that they had given me the dirty toter and that the it was not my original toter. The woman said that they could make no guarantee that I would get back my original toter after it was emptied by the truck even if my name and address was on the toter. I asked the woman if they could have someone come out an clean the toter. She replied it was against their policy. I asked it I could drive the dirty toter to their company office and exchange it for a new one. The woman said it was against their policy. I asked if I could speak to the owner, the woman said the owner does not take calls. The woman was polite and never raised her voice, as was I, but she offered no solutions and kept referring to my situation as a dirty toter instead of a toter that was not mine.Desired Settlement: I would like my original toter returned to my home. If I can't get my original toter then, I would like a replacement toter that does not smell like urine and feces and does not have maggots in it.

Business

Response:

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

Consumer

Response:

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.As you can see from the response, the company offered no solution, no compromise, no win-win. When 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 container. My original container was not dirty. I have pictures of the one they returned. I only wish there was a way to capture the horrible smell. My original container was clean. I 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 top. I think it is telling that the company didn't even get my name right in their response. I also think it is telling that the owner doesn’t bother with customer service issues.