Complaints

• Initial Complaint

  12/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/25/2022, I called American Waste Removal for a 10 yard dempster  to be delivered to my home on Mon. 11/28/22, as close to 8 AM as possible.. **** said I could get the date of 11/28/22 but could not commit to an exact time of dumpster delivery and would need to move her schedule around because they were so busy. She would try to have delivery in the morning of 11/28/22 , the Cost would be $330.00. Later the same day on 11/25/22, my sister said a neighbor wanted to help bring things out of my house and put them in a dumpster. However, he was off on the weekend and would be working on Mon. 11/28/22, so he wanted a dumpster delivered for the weekend. I knew how busy American Waste Removal was so I tried to call other dumpster rental companies and I was able to find one that could deliver a 10 yard dumpster to my home ion 11/25/22 in 20 min., at a Cost of $350.00 and I could keep it up to 14 days or call when it was full for pick up. On Fri., 11/25/22, I called **** at American Waste Removal and left a Voice Mail cancelling my request for a dumpster on Mon. 11/28/22 because I found someone who could deliver a dumpster that same day, 11/25/22. I received my credit card statement on 12/10/22 and it showed that on 11/25/22, American Waste Removal charged me $330.00 for no service because dumpster was cancelled on 11/25/22. I called my credit card company on 12/10/22 and informed them of this. On Mon. 12/12/22 I called **** at American Waste Removal and left a VoiceMail. **** called me back & said she never received a VoiceMail from me & would have refunded me, but since I had called my credit card company she would not give me a refund. Supporting evidence: 1) Answering Machine Recording of **** & myself discussing $330 charge despite cancellation of dumpster for 11/28/22. 2) Three witnesses that No dumpster was delivered to my home on 11/28/22 by American Waste Removal. 3) Notes in my November & December '22 Calander Planner.

  Customer response

  12/27/2022

  *********************, Comp,laint#: ********

  I have not been reimbursed by my credit card company , **** of ******* . My Credit Card company  wants a  copy of my complaint that was submitted to the Better Business Bureau (BBB). and what was the resolution to my complaint.

   

  Business response

  01/07/2023

  To whom it may concern,

  On November 25, 2022 we did receive a phone call from Mrs. ****** requesting a 10 yard dumpster rental for delivery on Monday, November 28, 2022 at 8 AM. On this phone call ****** explained to us that she had a leg or hip injury and was in the hospital at that time and her family and friends would be cleaning out her home in her anticipated arrival from the hospital with a walker. We explained to Mrs. ****** that we could deliver a 10 yard dumpster on Monday but due to the long holiday weekend it would be difficult to guarantee an 8 AM delivery but we would do our absolute best and if that was ok with her she could proceed with the order and we would do our absolute best to fulfill her request. At that time she was ok with the tentative delivery arrangements as far as the time was concerned and proceeded to place her order over the phone which also includes full payment for reserving the rental at the time of the order. We take payment over the phone by a credit card, which ************ provided. After finalizing the order we explained to her that we would do our best to try and rearrange the schedule and get back to her later that day with a delivery window. 
  She seemed extremely desperate for the dumpster and since we always do our best to accommodate our customers requests we called her back later that day after rearranging our schedule and explained to her that we would 100% have the dumpster to her by 8 AM and that the driver would call before heading out for delivery. 
  ************* called us on Sunday, November 27, 2022 to post pone the dumpster rental due to the fact that the hospital was no longer going to be discharging her as intended and was extending her stay for more physical therapy. She said she wasn't to sure what was going on and she stated that she would call us once she knew when she was going to be discharged from the hospital to reschedule the delivery. At that time she did not cancel or request a refund in any form.
  The next time we heard from ************* was mid December when she called accusing us of fraudulently charging her credit card. She called to tell us that she reported us to her credit card company for fraudulently charging her card.  At this time I explained to ************* that we did not fraudulently charge her card. I went on to explain that she verbally placed an order and she verbally gave her credit card over the phone to reserve and rent a dumpster and that she called to post pone the dumpster the day before the delivery due to her extended stay in the hospital and that we had yet to hear from her regarding a rescheduled delivery date. (This ridiculous complaint is the first time we have heard that she went on to rent a dumpster from another company.) At this time she stated that she called and left a voicemail canceling her order. I explained to her that said voicemail was never received and questioned her as to why she wouldn't try calling us back to confirm we received her voicemail. We have never received a voicemail from ****** at any point. If we did receive a voicemail we would have called her back to ask her if she would like to credit her customer account for a future rental or purchase of landscape material or if she would prefer a refund to her credit card less a $35 processing fee. We also explained to her that if had she called and verbally had a conversation with us prior to charging back her credit card we would have happily refunded her as we understand situations change.
  We explained to ************* that we would wait for the chargeback letter to arrive and see how to proceed from there seeing as this is the first charge back as a company we have ever received. We just received the chargeback as of 12/29/22 and did not contest. Therefore Ms. ****** has been refunded the $330 original payment. 

  Customer response

  01/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: After speaking to **** of ******* this morning, the refund promised by the business on 01/07/22 has still not been received. I would like a time frame of when I should expect to see the refund applied.

  
  
  Sincerely,
  
  *********************

  Business response

  01/30/2023

  BBB spoke directly with the business and they have confirmed with their Merchant Services that the consumer has been refunded.

  Customer response

  01/30/2023

   
  Better Business Bureau:
  
  BBB spoke directly with the consumer who confirmed that the bank has refunded the money. 
  
  Sincerely,
  
  *********************

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