ComplaintsforDC Waste & Recycling, Inc.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday 9-26 ** ***** came to collect there trash tote. In the process of taking the assigned blue tote. In the process they also took a brown tote from another company from beside my house. My neighbor told me he saw them take it. I called and asked them to bring back my bin and the receptionist gave me her wrong name they refused to bring back my bin. And told me there drivers word was all that mattered. I asked for my bin back or the bill to be canceled they refused to do wither tried ro say we took 25 off ur bill that should be good enough.

  Business response

  09/28/2023

  Mr. ***** contacted ** ***** * ********* on Wednesday, September 27, 2023, regarding the removal of his ** ***** toter.  Mr. ***** was advised by our customer service representative, who stated her unique name three different times, that we removed our equipment due to the account being suspended for non-payment.  Mr. ***** initially stated multiple times that we removed his personally owned brown toter and now Mr. ***** is claiming we removed a brown toter from another company.

  We contacted our driver who removed our equipment on September 26, 2023, and he stated that he only removed the blue ** ***** toter and that the other brown toter that was at this residence belonged to a competitor company and was not removed by ** ***** as we do not remove competitor toters.  Mr. ***** would need to reach out to the competitor company who owns the brown toter to see if they removed their equipment.

  Mr. ***** continued to call our office staff multiple times, being aggressive, argumentative, and harassing our office staff, and stated he would continue to call every day until we resolved this issue.  It was explained to Mr. ***** multiple times that we did not remove the brown toter.  To simply resolve the issue, we advised Mr. ***** that we would issue a $25.00 credit towards the past due balance on his account.
  

  A little later in the day, Mr. *****’ mother called in and spoke with the Office Manager, who advised her that we did not remove the brown toter located at her son’s address, but we would issue him a $25.00 credit which we were not obligated to provide since we did not remove the competitor owned brown toter.  Mr. *****’ mother stated that “we are even now – we don’t owe you anything” and she was advised that the balance on her sons account was $98.00 and if it was not paid in full by October 4, 2023, the account would be turned over to an outside collection agency.  Mr. Wood’s mother stated she would contact the BBB and hung up.
  

  Attached is Mr. *****’ past due invoice showing the $25.00 credit, the late fee charge and removal fee.  If the account is not paid for in full by October 4, 2023, the account will be turned over to a collection agency and additional fees will be applied.

  Customer response

  09/29/2023

  Complaint: ********
  
  I am rejecting this response because:
  I have reached out to the other company's they didn't  take my tote. Also they don't have photos to prove he took only there tote. I asked for a tote back or a tote of similar make by taking of 25 it solves nothing a new tote is 75. All I'm asking for is a replacement tote  they want there money  but don't wanna work with me on the tote. I'll pay in full when I get a tote back 
  
  Sincerely,
  
  ***** *****

  Business response

  09/29/2023

  We have credited the account $25.00.  If the balance on the account is not paid in full, it will be turned over to a collection agency.  We consider this matter closed and therefore will not be responding to anymore correspondence.

  Customer response

  10/05/2023

  Complaint: ********
  
  I am rejecting this response because:
  They stole my bin but ask me to pay in full I'll pay the bill when I have a bin  of equal value returned to me I won't pay for a bill when I have been stolen from. 
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told when signing up for services that all accounts had to be on auto payment. I set up my account to auto pay but this company continues to not take the payment and then try and charge me late fees. They tell me they have no record of me ever signing up for auto pay, even though this is the second time I have had an account with them on auto pay.

  Business response

  12/12/2022

  This account has been assessed late fees three times since January 2021 and is a previous collections account due to non-payment.  The customer was mailed invoices on November 1, 2022, for November services and December 1, 2022, for December services which also noted the past due balance for November on the December invoice (see attached).  The customer could have set the account up on auto pay via our web portal at any time.  The customer advised our customer service representative this morning that he received the invoices but did not think much about it.  The back of the invoice clearly states the payment terms and that payments are due 30 days from the original invoice date and past due accounts will be subject to a late fee.  The November invoice, which was due by November 30, 2022, has not been paid.  Due to the account being in a suspended state, we require the November payment, December payment and the late fee paid before services will be restarted.  Due to non-payment and collections issues on this account, we will not waive any fees.  Per the payment terms listed on the back of the invoice, if the balance is not paid by December 20, 2022, there will be additional fees added to the account, the equipment will be removed, and the account will be turned over to an outside collection agency.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have trash service with this company. They constantly leave ruts in our yard. I contacted them and they refuse to do anything about it. They are the only service provider in our area. They won't take a credit card over the phone for payment. They are telling us we have to come pay cash. The customer service rep was so rude to me.

  Business response

  09/07/2022

  Customer cancelled services on May 2, 2022.  Customer called in to restart service on July 12, 2022, at 12:46 pm.  Placement of the dumpster was discussed at this time and the customer was advised the dumpster would have to be placed on concrete or on gravel.  Customer refused to place dumpster on either concrete or gravel, and it was agreed that the driver would place the dumpster where it was needed for service.  Only at that time did the customer mention we had made ruts in the past (four months prior) and just asked that our driver be more careful.   Customer then called back approximately  an hour later on July 12, 2022, to terminate the service again because she just had too much going on at the moment.  Customer made an initial payment of $92.88 on July 12, 2022, and was informed the credit card would be refunded and could take up to ten days to process.  On July 21, 2022, customer was refunded $92.88 back to the credit card that was used for the original payment.  On August 16, 2022, customer disputed the charge for $92.88 with her credit card company after we had already refunded the credit card.  Customer’s husband called our office today to restart service and he was advised we could restart the service but would not be able to take a credit card as a form of payment.  He asked what his options were, and he was advised that he could pay with cash, check or a money order and refused to do one of those options and hung up on our customer service representative.  Customer’s husband then proceeded to ****** to leave a 1-star review.  We are not the only service provider in the area – the customer has other provider options. 

  Customer response

  09/08/2022

  Complaint: ********
  
  I am rejecting this response because: I told her that I did have rocked area and had no problems with that area being used for dumpster. That lady just continued to reject my statements with arguments and was very disrespectful. I did not not state cancel trash because I have too much going on. I stated cancel trash service because I am not going to be harassed every-time I report if drivers are destroying my property with ruts. The ruts were not just were the dumpster were they were also on the other side of the road where drivers left ruts coming from my neighbors dumpster. At first I was just politely asking if they could be more careful and customer service rep for DC than preceded to make the ruts not the issue. I am a paying customer and have always paid my bill on time. Never had these issues with ****** they were always solution solvers and not disgruntle. I as the customer did not choose DC waste .. DC waste bout ****** and no there are no other trash services which makes this that much worse that customers are treated this way. My husband called because he is now home and I asked him to handle trash service to see if he could possible have better luck with rude customer service rep and she said he would have to pay cash every-time which is located in ********* we are in ***** **** and that does not work for us either so he said ok thanks and hung up he did not hang up on customer service rep. After I cancelled my service I did not see money in account they did not say it would take 10 business days cause they were so busy being rude. I contacted my credit card to find out what was going on and contacted dc waste to report rep and ask about my funds. This customer service rep still has not solved the solution not even an apology that my property was made to look awful because drivers drive on my lawn and caused ruts that were there for months.  DC waste has quite of few of similar complaints on there website and you can see how the people are disrespected due to them just requesting there property be treated with respect. There are no other trash services in area.
  
  
  
  Sincerely,
  
  ***** *******

  Business response

  09/09/2022

  Our initial response stands.  Customer cancelled service back in May 2022 and at no time presented that any damage was done to her property.  The account balance is zero at this time and no additional refunds will be processed.  **** ********** and ******* ******** both service the ***** **** area.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My family has not received a **** in the mail from DC Waste around 08.10.2021. Then we receive a **** in the mail yesterday (04.27.2022) saying we owe $476.58. I have been checking their billing website about every month since the December. The website always said we did not owe anything. There have not been any new invoices posted on the website until yesterday. Then all of a sudden there was two new invoices that were back dated. I called DC Waste and explained the situation. DC Waste stated that it was not their problem. It was the Post Offices problem. I reminded DC Waste that the last time we were late on a **** we had an invoice sent to us 10 days after the last **** was due or they called us. The person I talked to was not cordial at all. Constantly trying to talk over me and never letting me finish my answers. I tried to offer solutions to try and have this resolved and make sure DC Waste was paid, but they had to have the full amount in 2 days or they were taking our dumpster for garbage. I also stated to the person that I had logged in and viewed our billing information and let her know that there was not any invoices. She stated that she could look up information concerning logging in and did not see me logging in once. I told her that I had logged in this morning (04.28.2022). After further inspection of the bills, which I have included the last two invoices off of the billing website and the invoice mailed to me, I noticed some possible indicators that they were correcting their own mistake and pawning it on us. First the invoice numbers are consecutive for bills that were 3 months apart. This is weird for a business that services over ****** according to the person I talked to from DC Waste. Also the invoice number for 03.01.2022 is before the invoice number for 12.01.2021. The prior listed balance on the 12.01.2021 invoice is the balance from the 03.01.2022. Also I noticed that there are no late charges on the bills.Thank you,*******************************

  Business response

  04/28/2022

  Customer was mailed a computer-generated invoice on 12/1/21 for the first quarter of 2022 and was mailed a computer-generated invoice on 3/1/22 for the second quarter of 2022.  Customer was mailed a past due notice on 4/22/22 since we had not received a payment for the first quarter services that were due on 1/31/22.  Customer called our office today and was rude and hateful with our customer service representative because he had not paid his ****, he was advised the equipment would be removed if we did not receive payment and the balance of the account would be sent to collections (standard company policy).   He advised us that we are running a s***** business and ripping people off.  We are not responsible if the customer does not receive their invoices once we have mailed them out this would be the responsibility of the USPS.  The customer could have called our office at any time to find out the balance on their account knowing they had not made a payment since August 2021.  We are willing to accept payment of $225.00 by 3:00 pm on Friday, April 29, 2022, and the balance of $251.58 by 3:00 pm on Tuesday, May 31, 2022, in order to clear up this matter.   If we do not receive the $225.00 payment by tomorrow, the equipment will be removed.

  Customer response

  04/28/2022

  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.

  I just have a problem with the response that the *** said that I had said in the phone. I would have never used that language in a professional call. I also would never attempt to speak over the customer like the *** I spoke with. That was a part of the problem with the phone call. A good *** is never combative. 

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

• Initial Complaint

  11/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We disagreed out the service, and I spoke with them over the phone. On Sept 3rd I told them to come and get their tote. They didn't. The person that I talked to apparently did not document the call when I told them to cancel the service. Now they are trying to get 2 months payment out of me for picking up nothing. They need to adjust the bill to Zero.

  Business response

  12/06/2021

  
  

  The customer, ******* ****, paid the account she is disputing in full on November 30, 2021 with check # **** in the amount of $50.00 to cover the services she received from October and November 2021 and a late fee.  The customer's account was credited $20.00 for the December services we never provided as she was quarterly invoiced.  

  
  

  The customer never cancelled services back in September; however, she did call our office multiple times screaming at our employees and threatening them with a lawsuit.

  
  

  We do consider this case to be closed.  If you need any further information, please let us know.

  
  

  Thank you,

  
  

  ***** ~ Office Manager/Billing Manager

  Customer response

  12/06/2021

  Complaint: ********
  
  I am rejecting this response because: I did cancel my service on 9/3/21 during phone conversation with woman at DC. She did not document it on my Acct. whether an oversite or spite.  She kept talking over me so I had to talk loud ( I was not SCREAMING). She didn't stop talking over me so probably couldn't hear what I was saying. I told her I had documented in my notes what I said on 9/3/21. She said " you could document anything, thats' no proof )  so she same as called me a liar.  She was very rude. She hung up on me TWICE. She said I was screaming.....how would she know.. she wouldn't give me a chance to talk...I HAD TO TALK LOUD !!!!!!!   AND  I did not receive service for Oct. and Nov.  THERE WAS NOTHING IN THAT TOTE IN OCT. OR NOV.  They didn't pick up anything during those months.  I asked to speak with the owner, but he did not even have the courtesy to contact me.( if she even told him).  She was very rude and not a good representation of the company.  I paid that bill only because she was going to send to collection and I was already being charged $50.00 for a bill I do not owe or received service for. That tote sat out there for 2 mos. empty waiting to be picked up. I finally emailed them on Nov. 11  to let them know it was still here. They picked it up on Nov. 16th. I have documented every aspect of this whole fiasco...and I'm not lying about anything !!!!  Yes, I told her I would consult my Atty. and she was threatening me with Collection Agency !!

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

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