Complaints

• Initial Complaint

  06/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Very unprofessional. I spent 3 weeks calling them and leaving messages for trash pick up. They finally called me back after 3 weeks. I paid their fee and they told me trash would be picked up Friday. They still didn’t pick up my trash. Wish I could say this was the first time this has happened but it is not. I have multiple properties and this happens often. Their workers are messy and leave trash that missed the dumpster. Would never recommend this company

  Business response

  06/20/2024

  First of all we do not wait three weeks before we call a customer back.  Once a customer leaves a message, their call is returned within an hour of the message left--unless the message is left when the office is closed.

  Ms. **** was to start her service on ******** Dr. on Friday, June 14, 2024.  *****, the customer service representative had incorrectly recorded her address as **** ******** Dr. instead of **** ******** Dr., therefore the drivers did not pick it up.  Ms. **** called in at 5:49 a.m. on Monday morning and left a message that she had been missed on Friday.   ***** returned her call at 8:29 a.m. and it was then that she realized that she had gotten her address wrong and apologized.  The customer insisted that we pick it up immediately.  ***** explained to her that we were not in her area at all on a Monday and she would check with the operations manager to see when we could get it and that she would call her back.  Normally we could simply take a pickup truck out to pick up the trash, however the customer indicated that she had three weeks worth of trash set out (which would then require an actual garbage truck).  We sent a garbage truck by the following day to service her account.

  As far as her statement that "she has multiple properties and this happens often", according to the only other account that is listed under her name with us, there are absolutely no notes recorded on her account that she has ever had negative issues with our company (every call to our office automatically generates a note).  Our workers are not messy, and any trash outside of a bag would be her responsibility as our customers are required to bag all of their trash inside the can--therefore eliminating loose trash blowing around.

  "She would never recommend our company"?  There are at least two other companies in her area--she is not forced to remain with us.  We made a human error and we did apologize and correct the situation.  I am truly sorry she thinks so poorly of our company.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩