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Complaint Details
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Initial Complaint
07/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I called to get an estimate on junk removal and they gave me an estimate of $30-70. We scheduled a ************* which was 3-4pm on July 30th. When **** (J&T employee) showed up, we told him we had $70 to work with and we would like to load what we can for $70. He said for $70 we could fill 1/4 of the trailer. So thats what we agreed on. He had us sign the paper work before loading the trailer, basically agreeing to the arrangements we had made. We loaded the trailer up and measured a little past the 1/4 **** so he told us it would be an additional $35 for the extra space we used up. We agreed to pay that additional $35. It says online , If you like the price then they go to work on the spot. Please call our office for more information.In our case, they gave us a price then went to work and gave us a different price after loading. Once everything was loaded up, he told me it would be $200. At this point, the trailer was loaded, the paperwork was signed, and we had already given him $100 for the quoted $70 + tip. We ended up paying the $200 because we didnt know what to do. The trailer was loaded, its not like we could just take everything off and tell him never mind. Once he left, we called the company number hoping to speak to the boss. Im not sure who we ended up talking to but he told us that since we had already paid in cash and signed the paperwork, there was nothing he could do for us. I feel like we were mislead on prices and robbed at the end. Even the paperwork shows where he wrote $100 at the top, then $145 marked out and then $180 at the bottom. We did pay cash because he insisted this would be the best way to avoid any other fees.
Business response
07/31/2022
Hello, we are truly sorry to hear that your experience was unexceptionable. We have very strict policies requiring an entire written price to be given upfront before any job is performed. If the driver changed the price without consulting you or updating paperwork properly then that would be against our company policies. The only case that the price should change would be if you added additional debris or the conditions changed partially through the job. We would be happy to offer you a refund and return your debris to you if you're dissatisfied with your experience. Please call our office at ************** Monday when we open at 8:30 a.m. so we can make arrangements to resolve this situation. We take our company policies very seriously in any situation of a driver violating these policies will be dealt with promptly. We are truly sorry to hear about this unfortunate circumstance and we'll make sure to look into this immediately to ensure that our employees are following company policies.Business response
08/01/2022
Our company contacted the consumer to offer our sincere apology and refund. The consumer hung up before we could speak.
Customer response
08/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.