Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The city of rocky **** called to notify me of a past due balance on my trash services. They failed to mention during the call that failure to pay that day would result in immediate cancelation of services without notice. They also failed to offer any such payment options during the holiday season. Two days before Christmas they called about the balance. The day before Christmas I paid the available balance upon recieveing my pay check. The day after Christmas I recieve an email about an outstanding balance on my account. I called the city and asked why I'm relieved the email. They informed me that they had canceled my trash service they are not required to give notice and I am unable to restart trash service with them.

  Business response

  01/15/2025

  [[BBB transcription via email]]

   

  I'm writing to respond to a final notice of complaint regarding ID ******** and Ms. ******** ******.  We just received a second round of notices from the Better Business Bureau of Southern Colorado.  One letter was dated 1/3/2025 and the second one was dated 1/6/2025.  We received both of those letters today, 1/13/2025.  It is not possible to respond in three (3) days when it's seven (7) days before we receive correspondence.  

  
  

  I tried to respond online on 1/10/2025 after researching Ms. ******** issue.  ******************** was not discontinued because she had an outstanding balance.  Her trash service was discontinued due to an egress/ingress issue with the trash truck and safety issues regarding staff. and equipment.   The trash truck had to cross the railroad tracks and was having issues getting stuck on the tracks (safety concern).  The trash truck was then trying to access Ms. ******** property through private property on irrigation roads,  which the city did not have permission to do so by the property owners.  When the roads were wet or muddy, they posed risks of getting stuck and causing damage to the culverts on the irrigation roads.  

  
  

  Ms. ****** did have an outstanding balance on the trash service.  Her account is now paid in full.  Ms. ****** was sent a letter by the Public Works Department Director stating why the city chose to discontinue services.

  
  

  Let me know how the City of Rocky **** needs to proceed.  

  Customer response

  01/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

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