Kippes Insurance

C-6's original response remains

Complaint: ***
I am rejecting this response because:My original response remains the same also Cans are out and ready to be picked up I still dispute that the breech fee could have been avoided had we been provided the correct information regarding the repayment of the balance due Cinformed me the first time that we were welcome to repay the balance due, however it would not keep our services from being cancelled This is the original information that was told to us Therefore, we did not "elect" to cancel our service, we were TOLD our service was cancelled even if repayment was to be submitted Celected to NOT cancel our service once repayment was submitted, going against the information we were told in the first place Therefore our decision to go with new service was due to this misinformation We had no choice as according to the first information given us We remain in dispute of the breech fee and will continue to remain so
Regards,
*** ***

Complaint: ***
I am rejecting this response because:C-6 failed to notify me of any change as I believe they have not provided any documentation that proves otherwiseJust because there is industry standards does not make it OK in any wayI also signed up for this company due to the same day pick upsNow what they are stating is that there is two different days to pick up Recycling and Trash, this is unacceptableBottom line C-had a contract with me to pick up trash and recycling on the same day, even if they don't want to admit it or not. As I read their response they stated they will not pick up my bins unless I give them a certified letter stating that I want to continue my service? I don't see any where that I have CANCELED my serviceIf they C-wants to part ways, GREAT but I will not be paying any cancelation feesI also want my over payment back that I have already paid from my last billing statementI will also need all of this in writing from them if this is the route they would like to goC-also stated that their employees are within company policyOK, when a customer request to speak to a supervisor and is refused, Well I never heard of a company policy that stats that is okIf that is what C-6 allows their employees to do, so be it, that just stats that there is NO structure within that companyI have not worked in a company that would ever allow that to happenThen even worse stand behind that employee and say that they did everything correct, just blows my mind
Regards,
*** ***

A copy of the contract, terms, and email correspondence is attached for your reviewCustomer service staff members are trained, and monitored for efficiency. We follow all the conditions and terms of the agreement.Liquidated breach fees, and the policy for cancelation is written in the
contractThe current contract expires 09/01/unless written notice is given at least sixty days prior via certified mailIf the customer would like to continue services through this date, they can do so without penalty, but must provide notice as describedIf Ms*** would like to cancel, we can schedule the final of the units, and if all equipment is recovered the remaining balance including the penalties would be Please email our office at *** to advise on how you would like to proceed

Complaint: ***
I am rejecting this response because: there has always been an excuse for whatever problem was caused by C-6. On top of all the negative online reviews, I personally have multiple neighbors that continue to have the same issues we call do.
Regards,
*** ***

C-shows four recorded delays over the past yearIn each instance a work order was put in for the can to be serviced the following dayOther events of skipped service may have been attributed to suspension for non-paymentC-agrees to maintain a 95%, or higher, collection ratioCurrently,
the customer remains at 96.15%Should the service rating drop below 95% we will cancel the contract without penaltyC-empowers customer service representatives to handle all types of callsThey are given the latitude and autonomy to make decisions, and provide answers to questions like these on the company’s behalfThe resolution offered by the customer service representatives was in accordance with company policy, and is not subject to change

We have attached a copy of the confirmation where the customer agreed to all terms of C-6 Disposal Systems contract. The terms outline the customer's responsibility for C-6 issued equipment.On 12/09/13 the customer reported their container was missing. Later the same afternoon another resident...

on this street called in to report it was in their yard. Another, similar circumstance occurred on 04/09/14. The driveway of 1660 Mason King is on an incline, and the street itself is an incline (see photos attached). Additionally, the containers themselves are very light to help with maneuvering by our drivers, helpers, customers, and especially the elderly community. The containers can blow down a street very easily, even being lifted up at times, but the odds are drastically increased when these units sit on, or around, hills. Mrs. Cordeau spoke with our customer service department about the missing equipment, and the terms of the contract. Mr. Cordeau called our office repeatedly, and wrote email messages to multiple employees. Just because C-6's personnel was not willing to concede to the demands, or agree with the accusations presented, it does not make them bad customer service representatives. C-6 has ample grounds to charge the customer for the equipment, and charge for liquidated breach. In this particular case we are electing to end this business relationship immediately. The account will be closed effective 04/08/16, and you will received a close out statement in the mail.

Complaint: [redacted]
I am rejecting this response because:That solves on part of my issue. However, I remain unsatisfied with the response as I still fell the contract and auto renewal are borderline legal at best and unethical in practice. I will not be satisfied until I am assured no further fees will be billed as of the date of certified notification to cancel immediately.
Regards,
[redacted]

The terms & conditions outline C-6 follows what the GPS shows. Please see the Service Policy below:Service Policy. Although Contractor's goal is to provide scheduled service 100% of the time, we guarantee a minimum of a 95% successful service ratio on their scheduled collection...

day during the course of the contract year, and each renewal contract term thereafter. Customer agrees to have all products out to the curb for collection by 7:00am on their assigned service day, unobstructed, & in the proper collection receptacle. Customer agrees to provide notice within 24 hours of a missed service. A customer's failure to comply with the service policy terms could result in the prevention of a successful scheduled collection. Contractor utilizes GPS systems in vehicles to determine whether or not our vehicle went down the street from the hours of 7:00am until our close of business. If GPS confirms C-6 did not go down a street, the customer will be assigned a work order, and the trash/recycle will be collected within 24-48 hours. Customers should keep work order numbers for future reference. As a courtesy, we will issue a credit for one recycle pickup. The $2.41 will go towards the next quarterly bill. Thank You,

Please see: the customer's original cancelation request, the acceptance of the terms sheet generated when the customer signed up, the current account statement, and the terms of the contract. The customer agreed to pay liquidated breach fees in the event they elected to cancel, in this case for...

convenience. The account balance is 44.08 after adjustments were made to the final portion of this quarter. Any balance not paid before 03/15/17, will be turned over to collections. Thank You.

Complaint: [redacted]
I am rejecting this response because: I would have never signed a contract that renews automatically with customer knowing it. Your terms are not presented in a way that your customer knows what they are signing. The term should not only be presented when signing up. But should also be mailed to all members if you are planning to renew a yearly contract without a customers consent. What you are doing is very decetful and should be against the law. I plan on researching the more and contacting every person I know that is doing business with you and if your renewing there terms without them agreeing to allow and annual contract renewal. Then we will push for everyone to be reimburse for every $ that they were forced to pay. I also want this to be on record that I DO NOT WANT RENEW MY SERVICE WITH YOU. This will be followed up in writing.
Regards,
[redacted]

We have attached a copy of the confirmation generated when Ms. [redacted] signed up and accepted the terms June 15, 2010, along with the terms & conditions of the agreement which outline: the cancelation requirements, and the automatic renewal clause. The cancelation letter written by the...

customer states: “If required to cancel in June, do so BUT I will report this company to the Revdex.com”. Ms. [redacted] acknowledged she understood the contract did not cancel until June 15th, 2017.We will process Ms. [redacted] request to cancel the services earlier than originally mentioned. Please have the carts out by 7:00am on March 31st, 2017. We will assess the liquidated fees to cover the last part of the contract (04/01/17 – 06/15/17), and mail out the final bill. All bills are due upon receipt, and final balances remaining unpaid will be placed with an outside collections agency.Everything mentioned above, and previously relayed by our Customer Service Department, was in accordance with company policy/terms of the agreement, and is not subject to change.

Complaint: [redacted]
I am rejecting this response because they do not have true customer service.  I have paid $60 yesterday, and have drawn out a letter to send to the companies CEO.  This has by far been the worst customer service experience I have ever had, not even due to the fact that you will not reduce the amount owed.  But for the simple fact that you are unwilling to act ethically and admit to your faults, which the fact is that your customer service did not act professionally and shouldn't be considered customer service.  You no longer need to reply to these comments.  But I will not be accepting the same response so that it can appear that the complaint was settled because it never was. 
Regards,
[redacted]

The account is currently on stop service for non-payment, please see the attached invoice. The original invoice was mailed on 01/01/16. The account was suspended on 02/16/16 since payment was not received, and an additional late/reinstatement fee of 26.69 was added to the account. Accounts must be...

paid in full to resume service. The account already received a one-time courtesy credit for the additional fee, so the 26.69 must be paid in order to resume services. The suspension of service policy is also outlined on the attached terms (page 2/2). The original sign up confirmation is attached, start date 10/29/10. Customers cannot proceed with signing up for services, unless they agree to the terms. This is outlined on the confirmation page noted: “terms: Accept”. The Auto-Renewal is mentioned on page 1/2 of the terms as well. It explains that all contracts are for a period of one year with an automatic renewal for like terms unless notice is given via certified mail at least 60 days prior to cancelation. Customers have the option to cancel early, but the account would be charged liquidated damages. This is explained on page 1/2 of the terms under cancelation policy.The customer called back in to advise they were moving, and wished to cancel the agreement. We verified on Bexar County Appraisal District they currently still own the home (see attached print out). We would need certified proof of the sell/move to proceed with closing due to the transfer out of C-6’s service area. If the customer is not moving & still wishes to cancel they may do so by sending in a request via certified mail to: C-6 Disposal Systems PO Box 160489 San Antonio, TX. 78280 with payment of 115.46. The stop date would revert back to the point the account went on stop service, a credit would be issued from 02/15/16 – 03/31/16, liquidated fees would be added, and the final fee for the equipment would be added. We would then schedule a date to final the equipment, and once the equipment is retrieved the contract would be considered fulfilled.An alternate option is to pay the 26.69 to resume services, pay the remaining quarters timely to avoid suspension, and send in a cancelation via certified mail at least 60 days prior to 10/29/16 to cancel out without penalty.

We have attached a copy of the original confirmation of acceptance, and the terms of the agreement. This account has had service since 02/01/11. During this time we have six documented misses: 02/07/11, 02/09/11, 02/14/11, 07/12/13, 05/05/14, & 06/11/15. Since the start of the agreement there...

have been approximately 803.56 services, making the service collection ratio 99.25%. During the past year we only have one documented miss on 06/11/15, and with 155.88 services, this puts the collection ratio at 99.36%.The customer service department is trained to handle these types of calls, and given autonomy to answer questions on the company's behalf. The resolution provided was in accordance with company policy, and is not subject to change. The contract is in effect until 02/01/17. The customer can remain with C-6 through the duration, providing proper notice 60 days prior to renewal via certified mail, or cancel now by sending the official cancelation letter with a payment of $155.81. Either option would fulfill the terms of the contract.

Please see the attached copy of :the contract acceptance, terms, and current account statement. The contract rolled over on 05/03/16 when 60 days notice via certified mail wasn't received. Customers may cancel agreements early, but additional liquidated damages would apply. We issued a courtesy...

credit for the late fee in May 2015, and as such another courtesy fee would not be given. This account is scheduled be submitted to an outside collections agency, since no payment has been made since February of this year. Once submitted additional collection fees will apply.

Please see the Sign Up Now area of our website. Customers have the option to select twice per week service which includes the cart, recycle bin, and up to 2 additional 32 gallon bags of trash, or once per week service which only includes one cart for each (no additional items). Ms. [redacted]...

elected for the once per week option (sign up confirmation attached).   Since the start of service, 12/21/14, C-6 has only received three complaints from this customer. The first on 02/29/16 resulted from the customer having trash inside her recycle unit. Recycle cans cannot be collected with contaminated debris, or the entire load is at risk of being rejected and sent to the landfill. The customer expressed herself by screaming and cursing at C-6 office staff. Ms. [redacted] called in a miss on 07/07/16. After researching, it was determined she did not place the can out on her scheduled day. We received the call yesterday on 03/29/17 that Ms. [redacted] was unhappy we didn't pick up the additional bags of trash sitting outside of her can. Our customer service team explained since she was a once per week customer no additional bags were included. However, we offered to put in a separate work order for collection, which does have a small fee involved (1.00 per bag). She advised us she wasn't paying us anything extra, and would be contacting the Revdex.com to resolve the matter on her behalf.   In all three instances C-6 staff adhered to company policy, and terms of the agreement. Everyone is trained to handle calls like these, and the options given are not subject to change.

We apologize you were missed during the course of the makeup for the Thanksgiving holiday.  Please place all C-6 equipment at the curb for collection by 7:00am Friday 12/4/15. There will not be any charges to the account, unless the equipment is not returned. Thank you.Tell us why here...

We have attached a copy of the contract confirmation, terms, final account statement, and cancelation request. In order to proceed with sign up Mr. [redacted] agreed to the terms of our contract. These include early cancelation, and stop service due to the customer's non payment. Our...

customer service staff is fully trained to handle matters such as: non payment, stop service, and early cancelation. They are given the autonomy to disconnect a call when the customer is using inappropriate language. After reviewing the customer's statement, and account notes, C-6 Disposal's CSR team handled this matter in accordance with company policy.

Complaint: [redacted]
I am rejecting this response because: The company never made an attempt to contact us regarding this issue. They went directly to legal means after updating their terms, instead of informing us that there was an issue. The issue could've been resolved by simple communication.
Regards,
[redacted]