Complaints

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been a customer of Palm Springs Disposal for almost 3 years. I travel a lot so last month finally requested the "walk-in service" where you pay extra and a company rep comes onto your property to move your bins to the street. I have 1 trash bin + 2 recycling bins. I've been gone for 2 weeks and when I came back my trash can + 1 recycling bin were missing. I called the company and they said that I had an extra recycling bin so that's why they took both my cans. I asked for them to refund the 1/2 month of service that I didn't get (last week & today) and she said they won't refund they stole my paid trash can and didn't explain that why they took the recycling bin.

  

  Business response

  08/14/2023

  Good morning ********,
  
   
  
  The account has been reviewed and consumer has been contacted. PSDS has issued a credit of two weeks of service for customer’s inconvenience of missing cart. We have notified the customer and apologized for any inconvenience.
  
   
  
  Should the customer have any issues or concerns she may contact our customer relations specialist *** *********, her contact information is below.
  
   
  
  *** *********
  
  ************ **** *** ***************************
   

  Customer response

  08/14/2023

   I am rejecting this response because:
  
  I am not rejecting. I think it is a good resolution. 
  
  there is no option to ask for further clarification. It was either accept or deny.

  I hope that the business response is accurate and truthful. I have not seen the credit post to my account.  That may just be a limitation by the company billing cycle — it may take longer to post so I will check again when I receive my next statement  

  Additionally the call I received was different than described in the company response. The rep argued over whether or not my cans were taken by a PS Disposal employee or someone else. I explained that I have Ring camera footage and she asked me to send it. I was at work and unable to get her contact details before I had to hang up.  But if they are good to credit the 2 weeks for which I didn’t get trash service, then that resolution is fine and I am happy to close this matter  

  I will assume that this will be resolved in the next billing cycle. 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had called and reported my trash bins were broken and needed replacement instead of getting replaced they did not pick up my trash two weeks in a row which is a service i’m required to pay for as a homeowner and I don’t believe it’s fair that I’m paying for a service which I don’t get and it’s not like I can change companies and go with another one. After calling multiple times I got the trash picked up but still have not received my bins they picked up my recycling bin and took it away and never drop me a replacement or bother bringing me another one I have called every day for the last two weeks and all I keep getting it should be there today but never arrives worst customer service ever. On one of those times I called asking for my bin on a Saturday a gentleman answered and gave me an attitude which I thought was very rude for a business when all I’m asking is for my bins to be delivered. What am I supposed to do with my items I need to put in the trash bins I can’t just sit them on the street

  

  Business response

  07/27/2022

  Good afternoon *******, regarding ID# *********.  Our Clerk ***** has since spoken to Mr. ********.  Phone call occurred on July 20, 2022 as a follow up.  The Recycle cart was in fact delivered, the trash bins were replaced, and there is No extra charge for recycle. The Recycle bin was picked up in error by our Scout Driver, who thought customer had 2 Recycle Bins.  Customer initially had purchased a Recycle Cart from Lowes or Home Depot of the same color.  If there is anything I may do, please let me know.

*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. ↩