ComplaintsforSuper Save Disposal Inc.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The business has been over charging customers to fill propane tanks for years. They consider ever 30lb propane tank to weigh 3o lbs empty. If you go in with a completely empty tank they will fill it correctly however if you go in with a partly full tank they will over fill it and over charge for the propane. Eg. If the tanks actual weight is 23 lbs as stated right on the side of the tank and you have 7.5 lbs of propane already in the tank they say you only have .5 lbs of propane since they consider the ** is 30 lbs. I have argued this with them many times but they cant get it or theyre ripping people off on purpose. I for one dont want to pay twice for propane that is already in my tank.

  Business response

  02/07/2024

  Wed like to assist get this moving in the right direction for some resolution.  Please confirm if you are get your tank filled up at one of our gas stations in the Okanagan.

   

  Customer response

  03/07/2024

   
  Complaint: 21920946
  
  I am rejecting this response because:
  Not all Super Save Gas locacted in ************ or Kelowna use the same method to measure the propane left in the tank. 
  I tried to explain how but the answer I got was well thats the way we do itwhich is different than other stations This particular station has to show me the way they arrive at the propane already paid for in the tank to be filled has changed so as not to rip consumers off

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

  Business response

  15/07/2024

  Please advise which gas station this problem occurred at so we can have the area manager contact you and alleviate your concern.

   

  Customer response

  20/07/2024

   
  Complaint: 21920946
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  31/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been a long time customer of **************************, ** years to be exact.- We no longer require the services and bin provided by supersave.- With our contract it states: cancellation must be done "providing not more than 120 days and not less than 90 days written notice prior to end of deal"- I send a letter to the company which they receive on the 91st day. well within the window of cancellation.- They refuse stating I had not made the window of cancellation, which I received by mail after the "window" had closed.- 91 days is within their arbitrary window of cancellation. Yet here they are playing games with me.- I do not appreciate these business practices and quite frankly find them close to being a scam.

  Business response

  17/06/2024

  Dear ***;
  
  We have received a registered letter from you on April 5, 2024 indicating that you would like to cancel your disposal service with Super Save Disposal (*******) Inc.  
  
  We are unable to accept your cancellation request at this time and ask that you review Section 2, Term and Renewals of your Service Agreement for the appropriate protocol to terminate your agreement; this will include the delivery of a registered letter to our head office within the proper timeframe. 

  Regards,

  *****

  Customer response

  18/06/2024

   
  Complaint: 21778599
  
  I am rejecting this response because:

  it is contradictory. This will become a legal matter. 
  
  Sincerely,
  
  ***********************

  Business response

  20/06/2024

  Please note we have further reviewed this request and will be removing the bin without penalty as a valid cancellation.

• Initial Complaint

  28/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract for super saver to takeover my waste disposal but the next day learnt that it was actually double the price of my current waste disposal company. I called the sales person and she said she could do nothing about it as I signed the contract which I quickly replied that I was well within the cancellation/cooling off period and then never heard from her again. I just received an invoice for waste disposal and they havent even delivered the bins.

  Business response

  17/06/2024

  You have contracted Super Save Disposal ********* **** (Super Save) to commence on May 31, 2024.The current term of this agreement remains in effect until a future date.  As such, we are unable to accept your cancellation request at this time. We can, however, offer you the following options:
  
  Transfer the Service Agreement to a new location
  Assign the Service Agreement to a willing third party
  Buy out the remaining balance of the Service Agreement

  Regards,

  *****

  Ref 708482

• Initial Complaint

  08/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had an employee who was not authorized to sign a contract, do so back in 2015 or 2016.When the term of that contract expired we tried to end the service only to be told that the auto renewal had kicked in because we did not notify in time and by the method they demand. Since they would not let us out of the agreement, we renegotiated an amended agreement that expires in April of this year (side note, the contract expiry date on the agreement is *****, yes exactly as it is typed). We have provided as per their instructions the notification they require, in the time frame they require and received an email back confirming they had received the request and someone would be in touch in 3-5 days. I have tried over the past two days to reach someone and confirm the cancellation with no success. Keep being told they will call me. As I have zero trust in this company based on previous experience as well as other companies experiences, I want confirmation that the agreement has not been renewed and the bins will be removed from our business in April. I have also asked for a specific date. Extremely difficult company to do business with!!!

  Business response

  11/03/2024

  There is a method of cancellation specified on the agreement. The customer is responsible for cancelling the agreement if they do not wish for it to renew. Our Customer **************** will be in touch regarding next steps.

  Customer response

  11/03/2024

   
  Complaint: 21400632
  
  I am rejecting this response because: I followed the directions given to me by Super Save. I have not received a call etc. only an email basically telling me they do not accept our cancellation and if I want out of the contract I must pay a fee or complete term of the contract which I am trying to do. I want confirmation that they will cease billing in April ( this is when the agreement ends) and remove the bins. 
  
  Sincerely,
  
  ***********************

  Business response

  20/03/2024

  There is a method of cancellation clearly specified on the agreement. The customer is responsible for cancelling the agreement if they do not wish for it to renew. In this case, the customer did not send in cancellation as required under the agreement. The customer did not send a registered letter to cancel and did not send within the ****** day window. The terms of original agreement have remained unchanged since the agreement was signed in April, 2014.
  

  Customer response

  21/03/2024

   
  Complaint: 21400632
  
  I am rejecting this response because: We have been trying to end this agreement since 2019. They are completely aware of our desire to not renew and have been since then. I am not even sure the terms they are referring to are legal. 

  I was instructed by the sales rep ***** and **** her boss to send in the cancellation on March 1, which I did, a full 45 days prior to the end of the agreement. Neither employee is still with Supersave as they have a tremendous amount of turn over at least locally. When I notified the company of our desire to end the agreement at the completion of their second 5 year auto renewal they were to respond in 3 - 5 business days, instead I had to chase them. 

  We will be testing the legal standing on their contract and terms contained in the contract.

  We fill we have more than lived up to paying for the services that they provide, have done more than we should have to deal with their insane contract and its terms (again signed by a front line employee with no ability to bind the organization but they again you say that is not "your problem'.

  Lets just bring this to an end civilly and move on!

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

  Business response

  02/04/2024

  Dear *****,
  
  There is a method of cancellation as specified on the agreement and the customer is responsible for cancelling by registered mail as required under the agreement within the proper timeframes which was was not done.  The current term of this agreement remains in effect until a future date.  As such, we are unable to accept your cancellation request at this time. We can, however, offer you the following options:
  
  Transfer the Service Agreement to a new location
  Assign the Service Agreement to a willing third party
  Buy out the remaining balance of the Service Agreement

  These options were all clearly outlined to you by our ******************************* and our position hasn't changed.

  Ref 704171

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract in ******** with Super Save Disposal Nov 21, for 3 yd garbage and 3 yd recycling bin for a total $323. On Dec 27, while on holiday, 2 business days before my service was to begin, the rep called me that they couldnt provide a recycling bin and in lieu would provide 4 96 gal totes. Pricing would be similar. My previous waste contract ended Dec 28 and their bins had been removed. Without the time to find an alternative, I accepted substituting totes for the bin. Problems ensued. Unlike a bin, they were unlocked. After several emails, locks were installed, but confusion remained about which totes were for paper or plastics. There were to be totes for each but, no designation as to what materials would be placed in which. I returned in late January to find invoices charging for both the recycling bin and the recycling totes. Worse, the totes were 3 times the bin cost. After emails and calls to them, I received an email Feb. 15 that the bin charge would be credited, however, this has not yet appeared on my account. I was also told I would receive a months free service for signing a 3 year contract. Again, no credit yet. On Feb 8, with these issues unresolved, I asked that my contract be terminated. I could only leave a voice mail with the retention department or email, as they would not accept phone calls. After 6 days and numerous voicemails and emails, on Feb 14, my request was denied by email. Since, I have been embroiled with their retention **** that's only bullied me, demanding $11,000 to cancel in the 1 callback l received. The totes remain unresolved. We must segregate the materials but Super Save has not yet established a workable protocol to facilitate that. The totes are indistinguishable and the materials get commingled. Super Save should have informed me when the contract was first signed that they couldnt provide a recycling bin. Instead, at the last minute I was only presented with an expensive alternative, BAIT AND SWITCH!

  Business response

  11/03/2024

  Thank you for taking the time to notify us of this issue.  We value your patronage of the disposal services provided by Super Save and sincerely regret that your concerns were not addressed quickly. Super Save intends to contact the customer and offer a viable solution that will work for both parties. 
  

  Customer response

  13/03/2024

  Here is my permission for you to update your complaint system with the resolution to my complaint with Super Save Disposal:
  
   
  
  After notifying Super Save Disposal that I had filed a complaint with BBB, I received a call from the person with whom I had the discussion regarding the problems with recycling totes. We resolved that the recycling totes would be removed and that that portion of the contract would be annulled and I would continue with their garbage disposal services per the remainder of the contract.  I found this to be a fair and satisfactory resolution and expressed my appreciation that they had agreed to this solution.

• Initial Complaint

  13/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been a customer for over 7 years and the previous owner before ** was a long time customer as well and I only started doing business with Super Save due to the tanks already being on the property. If only I had known better, I would have made them take the tanks off immediately. We recently received *********** to our property and because of this, I decided to change my furnace from propane to natural gas so I cancelled my service.I called to arrange the removal of the tanks and was told that the removal cost would be offset with the propane that was in the tanks, both tanks were over 55% full.Shortly after the tanks were removed, I received an invoice for the service so I called the accounting department and asked them about the credit, the lady said she would look into it and get back to me. I waited two months and no return call so I decided to call back, the lady that helped me the second time called me back and told me that all credits must be approved by president or some other senior leader. I asked her how long that would take and she said 3-4 months....yes 3-4 months. My tanks were removed in November and here we are three months later and still no refund. I find it peculiar that all their invoices are due upon receipt yet refunds take months, my gut tells me that they do this hoping people forget about their refund so they don't have to pay it. I would not recommend this company to my worst enemies, they are horrible to deal with. Not one interaction with them was positive. When I spoke to the accoiunting department, I sensed that they got alot of calls like mine.Go elsewhere!

  Business response

  13/02/2024

  Hi ********,

  Thank you for raising these concerns and sincerely regret that your concerns were not addressed earlier. We have reviewed the account and a cheque for the balance left on your account is being sent out to you this week.

  Regards,

  *****

• Initial Complaint

  15/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We had ordered a 6 yard bin and specifically asked for the bin on the website that was 5ft wide. When delivered it was the 6ft wide bin. When I asked to have it swapped I was then told that the 5ft wide bin did not exist. I accepted this and told them we cannot use their services. The representative was not helpful and simply told me they would take the bin and bill is for the 2 year term and was not very nice about it. I could not understand why they were acting this way. I am happy to pay for the one time bin. I have attached the picture from the website. No one informed me at the time of the agreement that this bin did not exist. In fact the representative said I did not ask for it and she has been doing this for 20years.

  Business response

  18/01/2024

  We trust you can understand that the bin sizes featured on our website use average dimensions. We had offered to swap out the bin for a smaller sized bin at no charge, but that option was rejected by the customer.  We here at Super Save Group are committed to providing you with the service you have not only contracted, but that your site deserves. We thank you for your patience and if there are any additional questions or if there is anything else I can help with please do not hesitate to let me know.
  

  Customer response

  18/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I did not deny a smaller bin, All said I would take the bin as long it was a smaller width. When I was told that the width advertised does not exist I simply said there would be no point in swapping it out. All I am asking is to have our service removed until we can find another spot to put a bin that is not in the middle of our driveway. I do not feel this was an unreasonable request to make.

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

• Initial Complaint

  30/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Nov 2nd, ********************* reached out for assistance finding out which tenant to charge for a propane fill that she said occurred in October. My previous tenant (****) had moved out Sept 30 but if she had not cancelled her account she should be charged. The delivery ticket stated **** as the customer. I advised ****** to reach out to ****. (see email thread)****** had my account (that hasn't had a fill up since January 2019) charged with the invoice (******) amount of $361.20. There wasn't prior notice to me being charged.After further discussion with *********************** (A/R) and ****** - they provided the delivery receipt which is date stamped July 17th, 2023. At this time, **** (customer # ******* was the tenant. When I pointed this out, the employees advised me that the delivery slip was wrong, (and its not them that is wrong). The billed amount was not authorized by me and I should not be charged for this invoice. The tenant that had an active account during this time should pay the invoice.

  Business response

  04/12/2023

  As the homeowner you are responsible for any propane fills similar to any utility company. If you think your previous tenants owe for this invoice it would be between you and them to figure it out. Alternatively if you have a new tenant perhaps you can work out payment with them for the propane in the tank.

  Customer response

  05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  - the tenant was living in unit on the date indicated on the delivery slip 

  - the tenants name was on the delivery slip

  Therefore this is between the company and their other customer. Thats not my responsibility to mediate. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  16/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Have purchased property that has a leased tank from previous owner, we wish to use another provider. Have requested to have tank removed.Not responding to situation, has been asked several times to remove propane tank as we do not want to use their services.

  Business response

  05/12/2023

  We thank you for bringing this to our attention and apologize for any inconvenience this has caused. We thank you for your patience while we work to resolve this.

  Customer response

  05/12/2023

   
  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,
  
  ************************************ ******

• Initial Complaint

  06/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Very poor managed company. Who charges a fee for COVID? Hello!! We disputed this charge but took a few months for it to reflect on our account. Also they added a charge for overweight when our bin would never be heavy EVER! Again it took them months to sort that out. Very frustrating company to deal with over our 5 year term. Hence we opted out of our term, or at least we trying too. (currently) Our 5 year term was up this coming up this November 2023. (today's date is Oct ******) I notified them via email Sept *******. They are now saying the term automatically auto renews because of fine print in contract stating they need 90 days via registered mail. "** **** **** *** **** *** ** **** **** ** **** ***** ** *** *** ** *** ********* ****" "** ** *** *** ******* **** **** **** *** ********* *** ******* *** ******* * *****""*** ********* *** ******* *** *** *** ***** ** *** ********** *** ***** **** ** *** *** *** ******* ** *** ***** ** ***** ** ** *** * **** **** **** ******* ********** *** ********* ** *** ** **** ** ********.Of course, we would like to continue to do business with you. I do not see any other difficulties since we started together in 2018.

  Business response

  06/10/2023

  Please note that there is method of cancellation as specified on the agreement. The customer is responsible for cancelling the agreement if they do not wish to renew. In this case, the customer did not send in cancellation as required under the agreement. Our Customer **************** will be in touch with the customer.

  Customer response

  10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The Cancelation method is unrealistic and is a license to ***** ***** **** ******** (me) .  I was never explained to on how the cancelation works by sales.  I did notify via email Sept ******* my wish to cancel the service.  This was sent in advance to the term end date of Nov 1.2023  My stance on the matter is,  i was unaware of the fine print that needed a magnification device to actually read the terms for the first time. 

  When tried contacting ***************** (Sales) a few times to work out this matter i received a threat in return via voicemail not to contact him anymore, and was told by him on voicemail that he will contact the police if i continue to contact the Company.  This is a ***** tactic by the company to force a customer into another 5 year term. 

  5 years is a very long time.  I'm open to possibly continuing business on a monthly basis, BUT NOT for another 5 years. There seems to be absolutely no negotiation.  Trying to communicate and get a response from anyone is very slow and delayed for whatever reason is beyond me. 

  The Company is unilaterally trying to enforce new terms on me for increase in pricing 1 month into contract.  We only received 1 invoice for the original agreement amount.  

  I'm not the first one who is dealing with the company like this trying to get out of contract.  It appears that this is a very concerning situation by many, and it needs to be dealt with fairly.  

  A email sent to me read the following

  Cancelation would need to be sent to us via registered mail, no more than 120 days and no less than 90 days prior to the end of the agreement term.  As we did not receive that from you, the agreement has renewed for another 5 years.

  You certainly can cancel, but per the terms of the agreement, you would need to buy out the balance of the terms in order to do so.  I will have this balance calculated and forwarded to you as soon as possible.

  You only have a 30 day window to cancel a contract after 5 years ?  Who on earth would remember that? A Lot can happen in 5 years, and a garbage removal service isn't my top priority.

  All Im asking for is a fair negotiation, and no more verbal threats and a apology from **** **** for swearing at me on voicemail.  That was uncalled for and very unprofessional 

  We can continue business once we can agree to a shorter term, either month to month, or 1 year.  another 5 years to be locked into contract is too much for me.  

  If you would like me to forward the unprofessional voicemail left by ****, pls call me 

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

*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. ↩