ComplaintsforUrban Impact Recycling Ltd.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  October 2021 I got a referral to Urban Impact from my wife's company, which pays $45 per month for shredding. We asked for exactly the same contract and pricing, which they said was available. My first bill was over $300 due to delivery and extra months of service due to their billing cycles. I noticed a fuel surcharge as well. I received my next quarterly bill from them, which was over $180, including fuel surcharge of 17% for months they never even came to my office to perform the shredding services. I asked to cancel my service since this seems extremely ********* billing. I was directed to the contract that they can charge what they like and I can only cancel after 36 months by registered mail. It is this type of behaviour that gives corporations a bad name. I demand they change their billing to reflect actual driving and not charging me a fee for something I am not even receiving. **** ** ******

  Business response

  22/04/2022

  Thanks for the opportunity to respond to an unfavourable Better Business Bureau customer review. We have read the customer’s review.
  
  We would like to reiterate that as a company that has been built on providing excellent customer service, at Urban Impact we take this feedback very seriously. Our CEO has reached out to this customer to have a one-on-one conversation to let him know that we have genuinely listened to his concerns. During the call, she acknowledged his concerns, apologized for the mistakes that were made and illustrated that we value customer feedback as an opportunity for us to improve. The conversation also gave us the opportunity to reach a resolution that we believe makes us and the customer satisfied.
  
  We were truly sorry for the poor customer service experience that this customer experienced in dealing with Urban Impact.  As a locally owned and operated business, we certainly do not want to have any poor customer experiences as we build our business.  Our customers are very important to us.
  
  We have considered the customer’s clear feedback with respect to the transparency of the fuel surcharge and the communication around missed services and other feedback he has provided.  We have also considered his feedback to ensure our teams can meet our customers’ expectations.  
  
  Urban Impact is committed to making it right. We make every effort to reach a resolution that makes both us and the customer satisfied.  Our company successfully deals with thousands of customers every year. We have built a good reputation based on service and dedication to our customers. We really appreciate his feedback and were able to correct the problem.
  
  Our course of action included cancelling customer’s contract, a full refund for all service invoices.  We hope that this gesture accurately reflects our commitment to acknowledge the poor service the customer received, the lack of transparency on the fuel surcharge and the disruptions to his service schedule.  
  
  We appreciate the time this customer took to take our CEO’s call and for providing honest and valued feedback. We have let him know that if there is anything else our CEO can do, that he should not hesitate to reach out. Customer service is a top priority.

*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. ↩