Eastgate Village

First, we want to apologize to our customer for our breakdown in service delivery and for the poor customer service she received when she called into our companySecondly, we want to thank our customer for bringing an operational issue to the point we were able to uncover a routing error for her and our other customers on her street.We use mapping software to tell our drivers where to go, where our customers are located, what service level they subscribe to and where the trash and/or recyclables should be located for collectionOur mapping software indicated that this customer and all others on her street should have curbside collection, when in fact all other residents other than this customer were actually collected in an alleyOur mapping was incorrect and our driver did not notify our operations staff that his mapping was incorrect and he was collecting from the alleySince this customer was the only customer to set her materials on the street versus the alley, we did indeed miss several pickups.We also want to thank our customer for her six years of using our services and staying with us while we sorted out our delivery problemsWe appreciate her loyalty and business and we have corrected our mapping errors to prevent missing her again in the future.We did miss her pickup on several occasions and she was not treated with the respect should have when she called in about her missed collectionsWe have compensated our customer for the inadequate service she recently received and we look forward to winning back her confidence and continue to help her with her disposal needsThis is not indicative of the level of service we pride ourselves in delivering and again we thank our customer for helping us correct our routing and customer service shortfalls

I am sorry for the confusion that [redacted] had with our minimum charge for the temporary container service that she ordered from Western Disposal ServicesWe will remove the $charge from her account.I do however object to [redacted] 's assertion that our contract is deceptive or that this is a deceptive business practiceWestern Disposal Services has been using this contract language for our temporary container service for more than years, and [redacted] is the only customer for that service during that time to have that interpretation of what the "day period" meansThe container minimum is not designed to add an additional cost to the contract as she asserts...it is designed to financially encourage customers to use and/or return our equipment within a day period, as we are in the hauling business not the container rental businessWestern Disposal is a very honest company that has been in business for more than years and we would not have the market share that we do or have the number of loyal customers that we do by deceiving our customersThis is demonstrated by [redacted] being our customer for the past years.Again, we will remove the $charge from [redacted] 's account

Since the time this customer posted his complaint, we have resolved this issue with himHe also posted the same complaint to [redacted] Please see the attached retraction of his complaint on [redacted] As of the time of Western Disposal's response to this complaint, the customer has not yet retracted his complaint filed with the Revdex.com, although we have been assured that he intends to do so by both he and his wifeWhile the two parties have resolved this complaint, we would like to respond to the customer's assertion that our customer service representative was "a very rude and inconsiderate human" and that her only response was that he was a liarCustomer service is our number one priority and we take any complaints we receive very seriouslyWe also take extensive notes in our system, assuring we have good records of our conversations, requests and resolutionsWe also record all conversations between our customers and our customer service representatives.The facts are: On 3/22/our collection driver arrived to empty the regularly scheduled container and found three mattresses placed outside the containerBecause there are extra fees to collect and dispose of large items, if the customer has not called in advance to request the collection of the significant amount of extra materials, we will leave the materials until we get the customer's approval to collect the materialOn 3/23/we called our customer and because no one answered the phone, our dispatcher left a message asking for their authorization to collect the three mattresses outside the containerOn 3/27/2016, the complainant's wife called after hours and left a message on our recorder giving her authorization to collect the mattresses in questionOn 3/29/2016, we collected the three mattresses from their businessOn 4/22/16, the customer called to dispute the charges to collect the three mattresses his wife had authorizedOur representative informed the customer that his wife had authorized the collection of the mattressesHe said she did not and thus his assertion that our representative was calling him a liarHad the customer or his wife called during business hours, we would have conveyed the charge to them per mattress prior to collectionIn retrospect, if all things had worked perfectly, this would have happenedWe negotiated a compromise on the charges for the mattresses with the customer and he was happy with the resolutionHe also agreed to retract the complaint he had posted at the Revdex.com and other social media sites5/5/2016: The customer's wife reconfirmed that she would make sure that her husband retracted his complaint at the Revdex.com

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

First, we want to apologize to our customer for our breakdown in service delivery and for the poor customer service she received when she called into our companySecondly, we want to thank our customer for bringing an operational issue to the point we were able to uncover a routing error for her
and our other customers on her street.We use mapping software to tell our drivers where to go, where our customers are located, what service level they subscribe to and where the trash and/or recyclables should be located for collectionOur mapping software indicated that this customer and all others on her street should have curbside collection, when in fact all other residents other than this customer were actually collected in an alleyOur mapping was incorrect and our driver did not notify our operations staff that his mapping was incorrect and he was collecting from the alleySince this customer was the only customer to set her materials on the street versus the alley, we did indeed miss several pickups.We also want to thank our customer for her six years of using our services and staying with us while we sorted out our delivery problemsWe appreciate her loyalty and business and we have corrected our mapping errors to prevent missing her again in the future.We did miss her pickup on several occasions and she was not treated with the respect should have when she called in about her missed collectionsWe have compensated our customer for the inadequate service she recently received and we look forward to winning back her confidence and continue to help her with her disposal needsThis is not indicative of the level of service we pride ourselves in delivering and again we thank our customer for helping us correct our routing and customer service shortfalls

Since the time this customer posted his complaint, we have resolved this issue with him. He also posted the same complaint to [redacted]. Please see the attached retraction of his complaint on [redacted]. As of the time of Western Disposal's response to this complaint, the customer has not yet...

retracted his complaint filed with the Revdex.com, although we have been assured that he intends to do so by both he and his wife. While the two parties have resolved this complaint, we would like to respond to the customer's assertion that our customer service representative was "a very rude and inconsiderate human" and that her only response was that he was a liar. Customer service is our number one priority and we take any complaints we receive very seriously. We also take extensive notes in our system, assuring we have good records of our conversations, requests and resolutions. We also record all conversations between our customers and our customer service representatives.The facts are: On 3/22/16 our collection driver arrived to empty the regularly scheduled container and found three mattresses placed outside the container. Because there are extra fees to collect and dispose of large items, if the customer has not called in advance to request the collection of the significant amount of extra materials, we will leave the materials until we get the customer's approval to collect the material. On 3/23/2016 we called our customer and because no one answered the phone, our dispatcher left a message asking for their authorization to collect the three mattresses outside the container. On 3/27/2016, the complainant's wife called after hours and left a message on our recorder giving her authorization to collect the mattresses in question. On 3/29/2016, we collected the three mattresses from their business. On 4/22/16, the customer called to dispute the charges to collect the three mattresses his wife had authorized. Our representative informed the customer that his wife had authorized the collection of the mattresses. He said she did not and thus his assertion that our representative was calling him a liar. Had the customer or his wife called during normal business hours, we would have conveyed the charge to them per mattress prior to collection. In retrospect, if all things had worked perfectly, this would have happened. We negotiated a compromise on the charges for the mattresses with the customer and he was happy with the resolution. He also agreed to retract the complaint he had posted at the Revdex.com and other social media sites. 5/5/2016: The customer's wife reconfirmed that she would make sure that her husband retracted his complaint at the Revdex.com.

I am sorry for the confusion that [redacted] had with our minimum charge for the temporary container service that she ordered from Western Disposal Services. We will remove the $70.00 charge from her account.I do however object to [redacted]'s assertion that our contract is deceptive or that this is...

a deceptive business practice. Western Disposal Services has been using this contract language for our temporary container service for more than 15 years, and [redacted] is the only customer for that service during that time to have that interpretation of what the "30 day period" means. The container minimum is not designed to add an additional cost to the contract as she asserts...it is designed to financially encourage customers to use and/or return our equipment within a 30 day period, as we are in the hauling business not the container rental business. Western Disposal is a very honest company that has been in business for more than 46 years and we would not have the market share that we do or have the number of loyal customers that we do by deceiving our customers. This is demonstrated by [redacted] being our customer for the past 26 years.Again, we will remove the $70.00 charge from [redacted]'s account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]