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Zan's Refuse Services

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Reviews Garbage Removal Zan's Refuse Services

Zan's Refuse Services Reviews (49)

Review: This trash service continually refuses to pick up our trash. They have missed NUMEROUS pickups. They will not answer the phone when we call. We are very, very dissatisfied with the service.Desired Settlement: We would like to be credited for the billing adjustment and an explanation on why the driver refuses to come down our street to pick up.

Business

Response:

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.

Review: Zan's refuse service bought the previous company that I used so I just stuck with them. I am all about small business. Our usual date is Monday for pickup. Our trash was not picked up this past Monday October 13, which was not a holiday according to their website. They did not pick up trash on Monday. My neighbor told me she called them on Tuesday and got a very bad response. This was not the first time I had had issues with them not picking up the trash. I decided to cancel my service, so I left a message with a secretary on Tuesday Oct. 15 that I wanted to cancel my service. I received a call this morning, Wednesday Oct. 16 from the "President". He wouldn't give his name. He started yelling at me stating that "how should he know if the trash has been picked up". I asked him to stop yelling and told him I just wanted to cancel my service. He continued to yell stating that I was going to listen to him. He then hung up on me after I repeatedly told him to cancel my service. I have no way to know whether they are going to pick up trash or come and get their cans. I have a new trash service. I am owed a refund of $34.50. I don't know if you can get anywhere with this man but he should not have a good Revdex.com rating. There is no one else at his office to handle this situation and I don't know how else to handle this. The "president" will not return my calls.Desired Settlement: I need them to come and get their trash cans and issue me a refund of $34.50. I paid my last bill of $69 on September 2. That was for 3 months of service. They did not pick up this week so I am owed 1 1/2 months of refund.

Business

Response:

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 $37.57 will be mailed out within the next week.

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]. Hopefully this business will learn about customer service in the future.

Regards,

Review: ZANS Refuse has consistently missed trash pick up days. On the average of once a month they have not picked up the trash and have not ever made arrangements to come back on the next day. This time, they did not pick up the trash on 2/25 or 3/3. They are not providing the services that have been paid for.Desired Settlement: I feel that ZANS should refund 2 months worth of bills as this is about the amount of times they have not picked up the trash.

Business

Response:

On Thursday 3/3/16 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 30 day cancellation policy. The customer refused to let us continue and wanted the service cancelled.

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.]. 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 $19.00 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,

Business

Response:

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 3/11/16 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...

Review: I signed up for their service in mid July. I gave them my credit card and was told this would cover my collection and my next bill would be in October. I then did not receive any bill for additional services until October 22, 2013. This bill included a charge for the next 3 months ($90 for November-December) as well as a charge for $25 and a late fee. When I called the company to ask the reason for the additional $25, I was told this was a prorated charge for the month of July. I was never told that I would be receiving a prorated charge for the month of July when I initially signed up for the service. I was told that my initial charge would "cover the next 3 months." It is inappropriate to charge me a late fee for a charge that I never knew I would receive. I also think it is inappropriate to send me no notice of this initial charge until 3 months later and then assign a late fee. I would like the late fee returned. I also had to cancel my service early due to this charge and an extremely rude customer service interaction with the president, who would not give me his name or any other information, saying only "I know the law, and we have done nothing wrong." I would like a refund for the service that I already paid for in October but am not receiving (2 weeks of service= $10) in addition to the late fee ($4). Thank you

Business

Response:

[redacted] account is extremely inaccurate. First off, [redacted] adamantly denied receiving the attached invoice that was mailed on 7/20/13. October has been adjusted and prorated based upon the time he used our service. He refused to accept the fact that it could have gotten lost in the mail or simply misplaced as he was probably still moving and adjusting around that time period. He vehemently accused my company of never invoicing him in the first place and would not accept the fact that we did. He is the only customer to report not receiving an invoice for that time period out of the thousands of customers we invoiced, including his neighbors in [redacted]. As a result of the missed payment, a late fee was assessed. He then proceeded to debate a prorated charge for the month of July. It’s common practice for companies to only charge their customers for dates where services were rendered versus for the full month. When our customers sign up, they are informed that their payment covers their first full quarter of service and in this instance he received a free month of service, a fact that he failed to mention, which was included in that quarter. He also failed to mention that I did provide him with my first name. The bottom line is that [redacted] refused to believe or accept after I patiently explained three times on a granular level his bill, which should have cleared up his misunderstanding. Instead of listening to my repeated and consistent explanation of his bill, he felt it more important to repeatedly critique our billing process, thus further complicating a very elementary issue. We’ve been in business for 30 years and have proudly been servicing his community ([redacted]) since its inception with great reviews and referrals resulting in zero complaints decades before his July 2013 move in date. Based upon [redacted] complaint, it’s increasingly evident that he wasn’t listening. Please see the attached invoice for reference and exactly as it reads is how it was explained during our conversation, which is why I stated that we have done nothing wrong.

Review: Zan's Refuse took over our former trash collector's service in April claiming that they were not raising our rates from what we were paying [redacted] ($72/quarter for 2x week back door pickup) and guaranteeing the same service. They instead, dropped us to once a week service, but keeping us at $72/quarter. I called them about this and complained and they told me that they were unwilling to change their practices. I called them 3 times in the last 6 months for things such as the trashcans being thrown around and trash being left all over the drive way. They claimed that their employees don't do that and that either it was me or the wind. They claim the wind on every occurrence, including days when there isn't any wind. But I have pictures of the trash that was left all over my driveway, including near the street. Again, they claim that I did it or the wind. But the gentleman who I spoke with told me that they never get complaints and that they would refund my money if it should happen again. Yesterday, the trash cans were left in disarray, with lids flipped and cans turned over. I sent them a picture and they told me they were not going to refund my money and that they after December will no longer service our home, which is fine. But I want my money back. Period. I had to clean up their mess and honestly, they lied in their advertising and they lied that they would refund the money.Desired Settlement: I would like $72 refunded to me within on or before December 31.

Business

Response:

The customer's true frustration is that upon acquiring her account through an acquisition last April, we mailed out a letter stating that we are no longer picking up waste twice a week, as no official waste hauler in [redacted] does that service anymore. When this was sent out in April, the customer had ample opportunity to not move forward with us or cancel the service as there wasn’t any contract. Instead, since then she finds it acceptable to make up issues so that we can give her free service. Today was the last straw and we informed her that we could no longer be her trash provider.

The customer was never able to prove her claim that it was us leaving trash all over her yard the first time in October. I saw the photo from that instance and it’s hardly what she describes it as, and more importantly it very well could have been an animal or the wind. If that was our business practice then we’d have thousands of complaints and certainly the Revdex.com would hear of that and we would not have an A+ rating. When she complained in October, I told her that if we did what she claimed we did in October again, which is leaving trash all over her yard, then I’d issue her 3 months of service for free. I’ve attached a photo of what she sent me yesterday and there is no loose waste around those cans (which voids the free 3 month offer) and the 1 can that was tipped over by the wind is hardly in disarray, as she put it. Everybody in [redacted], [redacted] and [redacted] experienced the heavy wind from Tuesday (11/12), however she is convinced that the wind did not knock over her empty, weightless and plastic trash can. What she’s claiming is simply not true. She is a difficult customer at best to please and that is why we told her we would no longer be able to service her home. Instead of us finishing out her quarter through 12/31/13, we’re terminating her immediately. Her final and prorated invoice is attached and we're expediting her refund of $35.20 to be finished with her completely. Her refund will mail out today and she should receive it tomorrow. The prorated invoice showing the credit of [redacted] and the photo from yesterday are attached for your guidance.

Review: Zans failed to collect our trash the last week of Dec 2015 after repeated calls from us. So Zans is in breach of contract. We notified Zans in writing that we wanted to discontinue doing business with them and we wanted a refund of $35 for the month of Jan. They haven't responded. Nor have they attempted to collect our trash during the month of Jan 2016.Desired Settlement: Send us a $35 refund for the month of Jan 2016

Business

Response:

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.

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,

P.S. We received a check for $35 and the matter is settled.

Review: This business will refund my balance of $4.80. They said if the balance is under $10 they work it off. I don't want there business that's why I have hired another service. I want my refund.Desired Settlement: Send my refund of $4.80 asap.

Business

Response:

I spoke with Mr. [redacted] & explained our policy per our website. It is as follows:**Service Cancellation PolicyAll residential customers must give a 30 day written notice to cancel their service with Zan’s Refuse Service. Zan’s Refuse Service will refund all over payments or service cancellation refunds if the customer follows proper procedure in the cancellation of their respective service. Zan’s Refuse Service holds the right if proper cancellation is not provided it does not have to refund any money for service cancellation.**Mr. [redacted] did not give proper notice for cancellation. He contacted our office to do his cancellation 3 days in advance. That was all. We further offered to him to do one last week of service so that he could use the $4.80 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,

[redacted]Office ManagerZan's Refuse Service804-897-1338

Review: I ordered services on January 22nd and today is February 1st. I still haven't received any services from this company. I have contacted them several times and left several messages and still no response. I would like to just get a refund from them as I no longer want their services. They retrieved my money and no one answers the phone now. I don't think that this company should be Revdex.com accredited because they are a fraudulent company who takes people's money. They don't even have a physical address where I could go to resolve my issues. They only do business through the phone witch they now don't answer once they get your money. I would like to just get a refund and not have anything else to do with this company. Thanks...Desired Settlement: Get a refund and prevent others from going through this with this company

Business

Response:

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.

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: c[redacted]

Regards,

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 2 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.

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Description: Rubbish & Garbage Removal, Solid Waste Collection (NAICS: 562111)

Address: PO Box 651, Midlothian, Virginia, United States, 23113-0651

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