ComplaintsforAW Site Services, LLC

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I asked for the service to be ended at the end of the 28 day cycle or before. On 1/8/24 I asked that they pick up the unit they had on my jobsite. They charged me a full $306.40 for the upcoming month even though they were picking up the unit. When I asked to be refunded since I would not be using the unit for the upcoming cycle, they refused.

  Customer response

  01/11/2024

   Hi, 

     I received communication from ASAP Marketplace and they accepted responsibility for their actions, apologized then issued a full refund. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've recently rented a portable potty from ASAP. Initially, the service had been fine. However, we've had issues with service. The unit is supposed to be serviced weekly, but once we waited 15 days and now we have been waiting 12 days. All I want is the unit serviced properly. It is unusable after just over a week. I understand they have to contract it out to ****** **** ******** in our region, but that doesn't excuse the lack of service. Any help is appreciated.

  Business response

  12/08/2023

  Per the service record log for rental PTR ******

  5/25 delivery
  5/31 service rendered @12:50pm
  6/7 - service rendered @9:57am
  6/15 service rendered @11:26am
  6/21 service rendered @1:11pm
  6/28 service rendered @7:34am
  7/5 service rendered @12:42pm
  7/13 service rendered @8:01am
  7/19 service rendered @10:58am

  7/20 request to remove in writing Pick-up ticket No.*******

  7/26 pre-pick up pump service rendered @1:26pm
  removed 7/27 at 8:54am

  For the Consumer the INV-********** was refunded back in full (-$246.24) for the rental period invoiced as 7/21-8/17 in correlation due to the removal notice cited 7/20/2023 in e-mail format. No service was found to be missing or skipped, and we notified the consumer via e-mail reply of the pick-up on 7/26/2023 
  
  

• Initial Complaint

  10/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We requested a porta potty unit from this business for one of our construction projects. after the project was completed, we called to have the unit removed. Their contract states "Removal will occur 2 business days after the day of removal request.". we are now going on over 2 weeks since this request was made. We have called several times without resolution. This request has now been escalated to a supervisor as of 2 days ago with the promise of it being removed by yesterday. As of this morning it has still not been removed. This business seems to be unable to get its vendor to pick up the unit. Additionally, the unit is not being serviced and my clients now have a smelly porta potty sitting in their driveway that this company can't seem to find a way to remove.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/14) */ Afternoon BBB, We do apologize for the consumer's third-party rental. We have refunded the consumer the missed service credit from 9/28/2022 as we have been impacted by Hurricane Ian. The billing of the rental was terminated for the September cycle and our vendor has assured us that the unit is off site effective 10/12/2022. We also reached out the consumer to ensure all aspects are completed. Sincerely, ASAP Site Services LLC Consumer Response /* (2000, 7, 2022/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ASAP site services did not provide me with service as agreed. I disputed the charges with my credit card company they lied and said I was given services when I went 4 weeks without a toilet being cleaned. I then paid by an alternative card because I was threatened the unit would be picked up if not paid. So asap got paid twice! For three months I am still trying to get reimbursed for two payments of $202.91 and they refuse to refund my money for overpayment when they have all transactions on file! As pictured I was given a refund of $229.69 for the February charge per my credit card company. As pictured I have a $40 credit towards the March transaction of $202.91 from my credit card company. As pictured no credit regarding the April transaction given by my credit card company.

  Business response

  11/04/2022

  Business Response /* (1000, 7, 2022/08/26) */ Case ID XXXXXXXX - claimant is refunded already, service rental solution provided External Inbox Jason ****** <****************************> Attachments Aug 25, 2022, 1:54 PM (17 hours ago) to me Afternoon, Please see the attached accounting sheet, ledger, and April audio recording for response to Janie ***** Case #XXXXXXXX. I've included the original claim below for reference. The Claimant entered into Mastercard and Visa card dispute(s) transactions via her banking institution. Those disputes were settled in arbitration as seen on the accounting sheet (ASAP was awarded the funds back). ASAP refunded the final payment and credited the customer for the balance remaining to settled the rental account as net $0.00 after arbitration. Upon the entrance of the chargeback arbitration; ASAP did warn that the rental unit would be removed for non-payment as entering into arbitration. Visa/Mastercard debits the credit card funds from the supplier until that arbitration is settled and the funds are then awarded per the outcome of the arbitration. The unit was removed July 20, 2022 per the third party septic; Johns on Wheels, at the directive of the service driver. It was reported that the claimant never provided a key despite the April conversation (attached audio) with the claimant in resolution to the service provider. Due to forced removal in absence of the claimant's agreement to provide access; ASAP credit and refunded the claimant for the July billing cycle in full. No additional credits were given per the resolution to service. Sincerely, ASAP Site Services LLC Jason ** XXX-XXX-XXXX Consumer Response /* (3000, 9, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) From the start of service I was never advised that a key would have to be provided. This until went 3-4 weeks without being cleaned and I called several times due to maggots coming out of my unit! I paid 3 months in full canceled those payment and then paid by my fathers business account. So ASAP was paid TWICE. I received one credit back to the initial card and that is it. Two charges were never put back onto my credit card via ASAP. The owner of the unit came with the driver workout is knowing who he was and made threats to the point of me calling the sheriffs. I cad report was made my bill was paid in full! The owner said we never paid our bill and that's why our unit was being removed. If they key was an issue then how or why for two months after the maggot situation was there never an issue and we met with the driver to open the gate. Below I will attach all invoices including my paid invoice which was on auto pay when they came and removed the unit without letting us know! Business Response /* (1000, 21, 2022/10/06) */ RE: BBB Complaint ************** (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX) External Inbox Sean ***** <*************************> Attachments 2:41 PM (18 minutes ago) to me Hello BBB, I believe this was resolved. We did not dispute the customer's chargeback so they will receive those funds and we refunded any charges that were outstanding that they had not disputed but requested a refund for. Consumer Response /* (3000, 23, 2022/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any chargebacks recently from ASAP. During the dispute process I only received 1 chargeback for a total of 229.69. The other TWO charges of 202.91 each(totaling 405.81) I have NEVER received NOR reflected as a PERMANENT credit on my Citi bank card. Business Response /* (4000, 27, 2022/10/21) */ ASAP Site Servcies LLC - called Mastercard in regards to dispute case #XXXXXXXXXXXXX. Mastercard awarded funds to business in case evaluation. Funds have not been disbursed. Master card quotes 3-6 weeks before funds disburse in chargeback case. ASAP Site Services LLC will refund consumer $202.91 to Mastercard. This would settle the balance for the consumer in full resolution. $202.XX (XXXXXXXXXX) refunded 6/30/2022 -202.XX (XXXXXXXXXX) refunded 10/21/2022 (Mastercard) -229.XX (XXXXXXXXXX) Chargeback returned funds ASAP Site Services LLC

• Initial Complaint

  04/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rent a portable sanitary unit with ASAP Site Services. The unit got burnt down by homeless and the company charged us $1,000 for replacement unit. I asked them why the charge price is even more expensive than the unit sold online which is for $799. Plus they cannot show me where they have this $1,000 replacement charge in their contract. They said it is non negotiable even though their contract never shows such amount. After a while talking, the phone agent told me he will go over the issue to give me the breakdown for the cost. Soon enough my credit for get charged for $1,000 for the replacement cost. I wonder such a site service company should have their own insurance to protect their unit. Yet they still charged unreasonable price for the replacement cost.

  Business response

  06/10/2022

  Business Response /* (1000, 11, 2022/05/05) */ Response to BBB Case #XXXXXXXX Damage/melted unit- PTRXXXXXX v ***** *** External Inbox Jason <*******@asapsiteservices.com> Thu, Apr 21, 10:27 AM to me, ****, Tiffany Morning Lisa & BBB, In response to case #XXXXXXXX with ***** *** regarding the damage to the rental unit I submit the following: Section VIII (8) of our terms and conditions of the rental agreement Damage waiver for rental equipment non-elected by renter for unit PTRXXXXXX Transparency in the invoiced amount for the replacement equipment at market value Photos in support that the equipment was a total loss and damage incurred to the surrounding structure The $1030.00 invoiced amount to ***** *** was reasonable and of market value while the rental was in his possession at the job address in San Jose, California XXXXX. I'm citing section VIII (8) 'Charges for damage to Equipment' (see below for complete terms and conditions)

*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. ↩