ComplaintsforLive Oak Environmental, LLC

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company we started with was Best Waste and eventually they combined with Live Oak. We received a bill that was $100 more and I called and waited for someone to get back in touch with me now here we are with a bill for over $300.00 I have contacted the company and they have decided to no longer pick up trash due to the past due balance yet they still haven't bothered to discuss this bill or the extra $100 I addressed with them over year ago.

  Business response

  03/21/2024

  We've reached out to Ms. ******** but keep getting voicemail. The last time we contacted her was on 3/20/2024 and left a detailed voicemail for a return call. 

  However, we show that the account is in fact suspended for non-payment and need to speak with her about this matter. 

  Customer response

  04/02/2024

  I am in the process of back tracking payment receipts and have spoken with ****** ***** and we are in touch with each other. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have tracked our service performed since August 2023. Of the last 28 weeks, our dumpster has not been serviced 10 of those week. An addition 5 of those weeks were late service due to calls requesting the weekly pick up we pay for. We have placed many calls seeking solutions, continuity of service, notification if an issue arises that prevents servicing, or a COMPROMISED credit to our account rather than a full credit, without success. They have recently endangered our animals (01/26/24) and left a mess (02/09/2024), with no improvements to service or cost.

  Customer response

  02/13/2024

  Submitting screenshots of account invoices and payments relevant to reported time period. I also have 7/2023, in addition to 1/2024 and 2/2024’s invoices, as well as screenshots of payment history. But as these invoices reflect, there is no past due balance present to cause a disruption in service. Invoice also indicates service frequency being paid for.

  Customer response

  02/23/2024

  On 2/16/24 in the late afternoon I called Live Oak Environmental to inquire on the status of our pickup route. Was advised by customer service representative that it was listed as “in progress.”, and to report any missed pickups the following business day. Received no pickup service. 
  Called Live Oak Environmental on 2/20/24 to report missed pick, was advised by that customer service representative that we were scheduled for “missed pickup service”, which was not performed at all, also advised my complaint would be forwarded to a supervisor, never received contact from Live Oak following call on 2/20/24. 
  On 02/23/24, at 3:53 PM I called Live Oak again, reported last weeks missed pickup, the “missed pickup service” that was not provided, and inquired about todays status of our pickup route, which is listed as “in progress”. I advised the very responsive and respectful customer service representative that I had been advised of “in progress” status last week as well, in addition to lack of “missed pickup service”. I also advised her that I have a chronically ill child that is on immunosuppressants so having trash build up puts her at risk. She asked to place me on hold to type a message. After the hold she advised me that she sent a message with all the information I provided her with to dispatch, the dispatch supervisor, and her supervisor. With following conversation, I explained my frustration stems from this being an ongoing issue, now at 12 weeks without any service, 5 weeks I had to call to get serviced, plus this weeks missed “missed pick up service”. She asked me to please hold again, then stated she sent that additional information in a reply to her original message. 

  Business response

  03/12/2024

  The customer had a valid complaint, and we credited the account and closed it. 

   

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a contract with Live Oak Environmental for trash service. It has been 19 days as of 1/29/24 since my trash has been picked up. I received a recorded message of 1/24/24 that my service was delayed but would be picked up on 1/25/24, on 1/25/24 I didn't receive service, I called first thing 1/26/24 and was told it would be picked up. I called again in the evening of 1/26/24 after it had not been picked up and was told there would be routes on Saturday and Sunday. As of the morning of 1/29/24 I still have not had my trash picked up. I have not been offered compensation for the missed service, I requested an extra can to hold my trash, but was told that is an extra fee. The service currently cost $120/quarter.

  Business response

  01/29/2024

  Good afternoon,

  We experienced closures and delays at the landfill that caused us to get behind on routes in the more rural areas.  We have reached out to this customer and offered her a credit for the days we had to miss.  This was, unfortunately, unavoidable but we have made a good faith effort to credit her account.
  

  If you have any questions regarding this complaint, please feel free to reach out to myself or **** *****, General Manager.

   

  Thanks,

  **** ***** *********************

   

  **** *****  *********************
  

  Business response

  01/29/2024

  Good afternoon,

  We do sincerely apologize for the delay in your service.  We did have to close our offices for several days due to the weather conditions.  This put us behind on service, especially in the more rural areas.  We would like to give you a two week credit for this unfortunate delay in service with our sincere apologies.  We are doing everything we can to get caught up in the areas that were missed.  If you have any other questions or issues, please feel free to call our general manager, **** *****.  

  His email address is ********************* and his phone number is ************.

  Thank you for your continued support.

   

  Live Oak Environmental, LLC

  Customer response

  02/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Your response makes it sound like you intentionally neglected rural areas and prioritized the non-rural routes on catch up from winter weather.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We paid our bill in June for trash service for July 1st - September 30th 2023. Our trash has not been picked up for almost a month. This Wednesday will be a month. We have called repeatedly, asked to speak to supervisor. No one will return calls or even attempt to resolve the issue. We have gotten a different excuse each time we call. The truck broke down, new driver, forgot to pick up our road. When I told them I expected our bill to be adjusted, we were told that there were low hanging power lines that the truck could not get under. We had Entergy come out and check their lines, and was told the lines were in code for the height. We called Live Oak back and told them what they said, and they were going to do a pick up on the 5th. No show, called again today to see when they would be able to pick up trash. The person we spoke with was extremely rude and hung up on us. At this point, we would just like a refund, if they are not going to pick up our trash.

  Business response

  08/30/2023

  Good morning,

  Customer spoke to our General Manager, and he resolved her concerns.  She called him back a few days later and told him that she appreciated him addressing her concerns.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have cancelled my service at two address and they have came and picked up one can but not the other and won't give me refund till can is picked up . I have emailed and text and called. They did pick up one week at both locations...so should only owe me about 40$...just want them to get their trash can and refund me.

  Business response

  10/11/2022

  Business Response /* (1000, 6, 2022/09/30) */ Contact Name and Title: ****** Taylor, BillingMgr Contact Phone: XXX-XXX-XXXX Contact Email: ******@ameri-tex.com Live Oak Environmental is located in Bossier City. The accounts this customer is referencing is with Live Oak Waste is East Texas. The phone number for that location is X-XXX-XXX-XXXX. You may also reach out to ****** Taylor, Billing Manager at ******@ameri-tex.com. Consumer Response /* (2000, 8, 2022/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have contacted me and supposed to send refund and pick up can...we will see

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