ComplaintsforMountain Disposal Service

• Initial Complaint

  07/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This trash service in the Mountains I always paid the min for self dumping trash. For the last 2 years Ive had been renting the place short term and asked for trash pickup. But the service was horrible. They would skip me and animals would eventually find my unpicked up garbage and make a mess and I would get in bad standing with the neighbors and have to pay to have it cleaned up. I asked for some refund and the said they would investigate.Now Im selling the house so I called to cancel service and they refuse and say they have no history of any issues. Off course. Its completely incompetent and unprofessional. Obviously Im not going to keep paying going forward for service I havent received.

  Business response

  07/22/2024

  Hello *****,
  We are responding to the complaint by Customer for ********************** at his home in the Mountains.   The customer is stating he doesn't want to pay for services billed for the past quarter now that he is selling his home.  He contacted our office on 5/31/24 to let us know he was selling it and wants to cancel service.  He said at that time he wanted a credit for service however we have not heard from him for any service concern since June of 2023.  
  
  He did call us on 3/18/24 to upgrade his service from Clean Mountain drop off service to Curbside service.  He called again on 4/19/24 to request a large item pick up of some metal on his next scheduled service day.  The last call we received was on 5/31/24 when he called to say he wanted to cancel service because he sold the home.  He also stated he wanted credit for the last quarter billed.  Our manager called him back the same day to  discuss and left a voice mail that he never responded to unfortunately. 
  
  The only call we ever received from this client regarding a service concern was on 6/19/23, the customer called to advise he had not been ***********************; the *** let him know the driver had not reported any issues.  The customer said that he thought it may have been illegal dumping after we serviced his home.  The *** created driver tickets to report any issues going forward.  The driver reported no problems although on occasion no trash was out for pick up.  This is not unusual due to many tenants do not live in the mountains full time.  
  
   We have reached out to discuss the matter with the Customer again on 7/15/24 and left another voice message.  ******************** has failed to return our calls to date.  Because he failed to communicate with us of any service concerns, we are not going to credit the service bills he is requesting.  
  
  Thank you for letting us know of the Customers request for a refund.  We appreciate your time and the opportunity to share our experience with this customer and our attempts to discuss his concerns.  Please let us know if you have any questions or need additional information.  
  
  
  ***********************;
  Director of Quality Control
  BURRTEC WASTE 
  "We'll take care of it"

  Customer response

  07/22/2024

   I am rejecting this response because:
  
  I have photo evidence and my neighbors noticed the day after they say trash was picked up with a full barrel next to the one a bear attacked. This has happened many times before. It is typical with them to blame the customer when they dont follow up or record my complaint's. As if no repercussions will come their way. If I call to cancel my trash service I would expect they would not send the next quarterly statement for services I dont want and havent received properly for sometime. Im owed a refund. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently moved to the area and set up trash and recycling pick up through Mountain Disposal. In the 3 months that I have lived here, I have had 2/3 of my recycling picked up one time and my trash picked up one time. My trash is out on the street, visible, tidy, and ready for pick up every week, but every week it is left. When I called to complain, I was told they would create a ticket. I asked that I am not billed for service that was not provided and the woman I spoke to not only seemed to have zero clue what she was talking about, but told me straight up that I would have to pay for this service even if they never pick up. I went onto their yelp page and can see this is an ongoing issue that residents have with this company and have for years. People trying to file class action suits against them. My recycling has been piling up for months. This is unacceptable to force residents to pay for a service that is not provided, let alone TRASH AND RECYCLING service. They need to correct their practices and stop stealing money from people and creating potential health violations.

  Business response

  04/30/2024

  We have made multiple attempts to speak to this customer in regards to her concerns about the weekly recycling.  We have left several voice messages with our contact info and asked her to please call back so we can discuss.  We have left an apology on the messages for any inconvenience she experienced.   We want to discuss the placement of the containers and review what is acceptable recycling material to avoid any future service issues.  

  
  

  On my most recent message that I left on 4/23/24, I let the customer know that we were issuing a credit adjustment equivalent to one month's trash service on her bill to compensate for her inconvenience.  $30.08 was adjusted and will reflect on her next quarterly invoice.  We also let her know that we have coached our CS Team about the fact that although the Recycling is included in the Trash service rate, it doesn't mean the customer doesn't pay for it.  The customer mentioned they said that was said to her so we wanted to clear that up and make sure no one phrases it that way in the future.  We appreciate that feedback so I thanked her on my last message.  

  
  

  I also made Work orders to remind the Driver where the customer said they place their ****************** for the next few weeks on her service day.  I asked them to let us know if any service concerns.  

  
  

  Since we have not heard back from the Customer, we are assuming that she doesn't want to speak to us at this time.  Hopefully in the future she will contact us if she contacts us with any questions or concerns and we can work on restoring her trust in our Company.   We appreciate the Customers time in helping us work on the communication and service concerns.  

  
  

  Please let me know if you have any questions.  Thank you for your assistance.

  
  

  Siincerely,

  ***********************;

*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. ↩