Complaints

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for trash service to our new home to begin on 6/6/2023. When I signed up for the quarterly trash pick up I was told it was curbside pick up. On 8/29/23 I received a voice mail stating they would no longer come down our road and we would have to get our trash to the main road; which is approx 1/8th a mile. I have a severed ACL and the neighbor who uses their service is pregnant- neither of us can physically get our trash to the main road. The company has been coming down our road for 6 years and now they believe it is tearing up the gravel road. I understand there are some pot holes; however, the pot holes are no different than going over speed bumps. I would not have gotten service with them if I knew we'd have to bring it to the main road. I believe they should continue to provide the service they have been providing our street for the past 6 years.

  Business response

  09/08/2023

  Due to the cost of repair and the availability of parts and long wait times for new trucks we use to pick up trash we have had to audit and contact those who are unwilling or unable to repair some of the private roads in our county.  This road has been in disrepair for quite some time.  It is a judgement call on our drivers whether or not to continue on with the service.   We are unwilling to continue to tear up our vehicles to service it.  ***re is an alternative to bring to the main road.  ***re is no trash company obliged to go down private roads.  *** post off will not traverse this road.  

  We do not commit anyone to a contract to use our services.  We do reserve the right to adjust where the trash is picked up due to any issues with pickup.  We are a trash service company serving in a mountainous rural area.  Pictures will not do justice to the ride in a big truck.  Pot holes are not like speed bumps.  *** Peterbilt suspension is like being in a washing machine on some of these roads.  *** leaf spring suspension does not give but slams the truck.  *** cost to replace the leaf springs on these trucks is a minimum of $3500.  

  This person will receive a refund for the credit as do all the clients we have reluctantly had to let go for the very same reasons.  

  Customer response

  09/08/2023

   
  I am rejecting this response because: *** post office does in fact deliver mail to **. Had we been informed of their policy to adjust the terms of service at any time we would not have signed up with them. 

  I drive this road everyday and have had no issues with my vehicle. I think they don't want our business and I believe they went about this unprofessionally. I had 1 week notice and my neighbor had 0 notice of change of service. I believe they should have given us a little more time to find another service. Clearly they could care less about those with physical disabilities preventing folks from getting trash to their desired location. ***y are unprofessional and inconsiderate. Sadly the worst trash company I have ever had to deal with. I will ensure to provide reviews for this company. I will ensure the county knows of their unprofessional practices and complete disregard for the disabled. 

  
  

  Business response

  09/11/2023

  It is ok.  I understand how hard it is to find haulers in her area.  We are discontinuing poorly maintained roads for maintenance reasons.  We are also discontinuing service in Transylvania County.  She was given an alternative pickup location.  I am sure she can find a hauler in her county that will serve her needs.  We will not be resuming service on her road.  That is the final disposition.  She has choices and again we are not obligated to serve her.  She has been issued a refund of services not rendered.  

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