ComplaintsforPremier Disposal

• Initial Complaint

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved into a new location and called premier to set up trash service. The people before me had left a container for a different trash company FULL and as I was moving in, I had trash as well. They said they would put me on the route, dump the old container, and replace it with one of theirs. It has been THREE WEEKS of no pick up at all. They pick up the neighbors but not mine. I have called multiple times and am promised it will be picked up but it never is. The last time I called was today (08/08/2023) and they assured me I was on the route list and it would be picked up today. It has not. There is trash everywhere and animals are getting into the bags. It's disgusting and kids play around this area which creates a health risk. They are the worst trash company I have ever encountered or dealt with. They make empty promises while risking the health of children and the community. I am appalled at what they call a "trash service". They shouldn't even have a business if they don't want to provide the sole service they advertise.

  Business response

  08/11/2023

  Hi there, 

  This issue was brought to my attention with the BBB complaint. Upon research I found the following. Customer started service with us on 8/1/2023. First pick up was scheduled for 8/2/2023. Customer reported that she was not picked up on 8/2. We were out of the area on 8/3 and 8/4 and would pick it all up the following pick up day. We put it in the system to show on our route sheet to take all on 8/9 because she was missed. Attached is the route sheet from 8/2, new starts show at the top of the list, as you can see her address is not on there. For some reason the system did not pull her account onto the route. That is why it was missed. On 8/9 we had a substitute driver that I texted to make sure that he picks it up since it was missed, this is after I received this complaint. He did come back to the office at the end of the day and said that he went by there but there was not trash out. Have going through google maps with him, he realized he was in the correct alley but wrong address. The owner of the company was in the truck on Thursday and personally went by there early Thursday morning 8/9/23. I have attached files of the customers profile (showing her in the system and her services/day of pick up, the notes tab, where we put all notes into the system regarding an address, and the route sheet that did not show her on the route sheet. I do have an attachment showing her on the 8/9 route sheet but I was only able to put 4 attachments. I am happy to submit more information if needed. Unfortunately, this was just a technical mishap with our system and the substitute driver. All has been picked up as of 8/9/23. I can adjust her first bill that did go out earlier this week (we bill ahead, so the bill is for August pick ups). The adjustment will show a credit for the missed pick up on 8/2/2023. She will be able to log into her account online, information needed is on that bill, and she will be able to see the discounted price on there. Thank you, please let me know if there is anything further needed for this. 

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