Complaints

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We called this trash company about bins available and front desk lady mention that she will call us back as soon as one becomes available for drop off at our location. She never called and just sent someone to drop Off bin we called back and she wanted the fee for drop off we accepted and paid the fee following day. Then week Later they come take the bin never bring it back and lady yelled at us for not calling her back when fee was already paid and she said she sent invoice to our mail nothing was there we went to post office to confirm Letter and nothing was sent by company

  

  Business response

  01/30/2024

  
  Thank you for taking the time to inform us about the complaint filed about our customer service. It is our mission to provide our customers with the best customer service and we work very hard to meet the expectations of our customers. It is completely unacceptable to act or reactin a malicious way against any of our customers. We have a very reliable billing system that can clarify any misunderstanding without having to argue with any of our customers. Before December 15th, **** ******** ******** called our office and asked about our Trash Service. We provided all the information she needed over the phone. We informed her that it is our company's policy to collect payment for the delivery and the first month of service upon delivery of any of our dumspters. Around that time, we were out of stock onall residential dumspsters. We informed Mrs. **** that we were expecting an order from the manufacturer any day.She decided to be put on the waiting list to start Trash Service and provided delivery address and contact information. She asked ifwe had any contracts to start service and had several other questions because she said she is fromout of state and wasnot familiar with the process. We answered all her questions every time she called and informed her we don't have contracts but all of our residential customers are required to pay the a delivery fee of $50.00 and the first month of service upon delivery. She agreed with our terms and chose a 3 yd dumpster ($78.75 per month). We told her we would deliver one to her address as soon as we had a dumpster available. Mrs. **** called very frequently asking if the dumpsters were already on stock or ifwe had any available. On January 10th one of our existing customers released a dumpster and wedelivered it to Mrs. ****'s house since
  she stated she reallyneeded a dumpster. Shortly after the dumpster was delivered, Mrs.**** called and saidshe didn't have money to pay for her delivery and first month ($128.75) and was busy picking up her kids from school. She said she wasgoing to talk to her husband that works out of town and would call the next day to pay. Minutes later, she called back and said the dumpster we delivered to her was not a new dumpster and that she wasexpecting a new one. We explained to her that it wasone of the dumpster we already had and it had been picked up from another customer and that there was no damage in the dumpster. All of our equipment is in excellent conditions. We prioritized her need to start Trash Service by delivering a dumpster to her house as soon as we had one available. She understood the situation and again stated that she would pay the next day. Calledagain and asked when
  her trash pick up day was and how often her route wasgoing to be. Wesent her an invoice by mail and waited until January 16thand we did not receive payment from Mrs. ****. On January 16th,after the
  
  dumpster was picked up for nonpayment, Mrs. **** called very agitated, she asked why the dumpster was picked up. We told her that she never paid for the delivery and the first month. She then continued to be agitated and crying and said she was going through a lot of stress and has to take care of her 3 kids by herself. She said sheforgot to pay her invoice and needed the dumpster back. We told her that she needed to pay the delivery and first month so we could deliver the dumpster back to her house. She agreed to pay and we took her payment information over the phone and emailed her a receipt. On January 171h,we delivered the dumpster to her house for the second time. We can truly state that at any moment, Mrs. **** was treateddisrespectfully, in fact,we worked hard to answerall her questions and provided service promptly and efficiently. OnJanuary 26th, we received the complaint letter from
  Better Business Bureau and reviewed all the information. The same day, Mrs. **** called and cancelled her service.She said somebody else filed the claim but it was not her. She said she did not request a refund and she just needed to cancel her service. Dumpster was picked up on January 29th. Please see attached documentation including invoice and receipt. Let us know if we need to do anything further.
  
  
  
  
  Respectfully,
  
  
  D&G Trash Hauling, LLC 18097 Hwy 33
  Cheyenne, OK73628

  
  

  Customer response

  01/30/2024

  
  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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