ComplaintsforSound Sanitation, LLC

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  They have not picked up our trash for 5 weeks. We have been very patient waiting for them to recover from the covid situation they claimed to be having. They sent out emails and updated their voicemail saying that they were picking up trash again on June 25th, yet as of today July 13th our trash has not been picked up nor calls returned. We went to the address listed online as their business address, which turned out to be a home. We left a message with the lady that answered the door. We were nice, understanding and just asked for a return call. They did return call and said that they were terminating our service and to never come to their house again. I have 5 weeks of trash on my lawn that they never picked up as well as 3 months of paid service that was not provided. The month they never came and the pre pay for July and August. I would like my trash picked up and a refund for those 3 months.

  Business response

  07/14/2022

  As stated by the customer we have been dealing with Covid and have been working 7days a week to make sure that we can get everyone caught up. Unfortunately we are a one person operation and do out best to answer all our customers in a timely fashion. As for showing up the the "address listed online" there is not an address listed on my website, nor on our google information as we do not have a shop. In order to find my address you have to google threw 8 websites to find my address. Not only that, once she realized that it was a residential neighborhood, there is nothing at my home that said "Sound Sanitation" she should not have knocked on my door. My 6year old son answered the door and was terrified. I feel that it is extremely inappropriate for her to have some to my home and knock on my door. Her money has already been refunded. As a service industry, and business owner I reserve the right to terminate service at any time. It was also told to her when I called her back that the money was refunded. I have done what is appropriate as a business owner. Thank you.

  Customer response

  07/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I have attached the search for the address of sound sanitation, and as you see I did not even need to click on a web site to obtain it. 

  I am from another state altogether and things are different here, people use houses as business buildings, and so we truly did not know. 

  A child did answer the door (another thing that doesn't happen where we are from) but he just closed the door, and about 2 seconds later a woman came out. We asked her if this was Sound Sanitation, she said yes. She did not tell us that she was just a babysitter until we were about to leave. It was an honest mistake.

  We were not in the know that this was a 1 person operation and honestly thought we were being extremely understanding as we have not been serviced for 5 weeks and we were still staying loyal to the company. We just wanted some kind of update/communication. 

  We have not been refunded anything, our trash is still piled high in our front yard and we need it picked up. 

  We have called to get quotes to have it removed and 5 weeks of trash is too much. 

  We don't feel that you have done your duty as a business owner in several accounts. We paid you for a service that has not been done, and will cost us alot to have corrected by your actions to cut us off without warning, a compromise or suitable resolution . 

  You did not even have the business manner to have a conversation when you called or find out any information on how it was an honest mistake, something that we feel we were at least owed for our loyalty during your circumstances. 

  We would like our trashed picked up please and then you can choose to either refund our money or continue our service where we both forgive, forget and learn. That choice is yours. Until now we have loved being a customer and I do apologize for the mistake. It was not intentional.
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sent a special invoice for exceeding the standard amount of trash because it has not been picked up for the past 2 weeks. I attempted to reach Sound Sanitation via email and phone after receiving a message about driver issues with no success. Emails and voice mail message indicated trash would be picked up "tomorrow" for several days. I also paid my invoice for regular trash service during that time, understanding that things happen beyond Sound Sanitation's control. Now I am being told that someone came to service and left without picking anything up. I was also told that if I don’t pay the new special invoice by this week Sound Sanitation will remove the trash and take the bin? (Sounds like illegal dumping especially since I’ve already paid for regular service). I will not be paying the special invoice. Instead I will be paying someone else double the amount of the invoice to do what I already paid Sound Sanitation to do and disputing the last 2 charges with my credit card company after I file this complaint.

  Business response

  06/30/2022

  Good afternoon, 

  As the customer stated, there is an excessive amount of trash at the location. This is not the first time we have had this issue with this customer. This customer runs an Airbnb out of this location, which was not make aware to us. With that being said there have been numerous times where the can has not been put out by the road. The customer does not live at this residence, therefore he may not be aware of how many times the can is not put out to the curb. He is signed up for the basic service which does not include the retrieval of the cart. With that being said, I did go by there the week before last, and the can was not put out to the curb. Last week we did not run due to being sick with covid, per the CDC I was unable to work being that I tested positive for covid and had to quarantine, being that I am an Owner/operator if I am sick and cannot work, the trash will not be picked up. We sent out multiple emails out explaining the situation to our customers, we have also updated the voicemail to help with communication. We tried to respond to all the emails that came in, but that can be a challenge when it is one person and I am very sick. This speciaifc customer was charged a removal fee due the the excessive amount of trash that was left on the property. Which our handbook clearly states will happen. When a new customer signs up the rules and regulations(handbook) are attached to the invoice. 

  Customer response

  06/30/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  1) Business claims that this is not the first time they have had an issue with me but this is the first time they have ever communicated anything to me.
  2) There is no rule known to me that requires me to tell the business I am operating an Airbnb from here and further I would question how the business even learned this about me.
  3) I never asked for my trash to be picked up from anywhere besides the curb according to the service I signed up for so this point seems irrelevant.
  4) I do know when my bins are taken out so I’m not sure why the business is making assumptions about my knowledge.
  5) 6/22 service was missed. 6/29 service was missed. This means the trash which is there has accumulated since 6/15. If service had not been disrupted, then each week on its own may have had a “normal” amount of trash. My dissatisfaction stems from receiving an additional invoice for removal fee and disregarding the reason for excessive trash in the first place. 
  6) I have never received any rules and regulations (handbook) from the business. I am including my first invoice to prove this.
  
  I never expected anything from the business other than the service I was paying for. I understand that many things are beyond their control and mine, but to me it seemed that after becoming frustrated with the lack of response from the business and requesting cancellation that the business had no incentive to fulfill their prior obligation of the trash which accumulated. I am personally frustrated, I have frustrated my neighbors and I had to resort to finding alternative service because the business was totally unresponsive.
  
  Sincerely,
  
  ****** *****

*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. ↩