ComplaintsforTrash Can Willy's Junk Removal Service
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Complaint Details
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Initial Complaint
12/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I hired Trash Can Willy’s to remove large appliances from my home. They gave me an initial estimate and told me they could get the job done. After struggling to remove my refrigerator the crew seemed frustrated and hurried. They moved it several times causing large scratches on the floor. At first I thought they were scuffs that would buff out but after they left I tried to clean after and was left with deep gouges and scratches. I reached the manager who said he would be in touch with a response but it never came. I reached out again and was told tomorrow. There was never a response. After several attempts I am left with no choice but to file this report. I believe the crew acted unprofessionally in the handling of appliances that had the potential to do such damage. There were no paddings or dolly’s used to prevent contact with the hard wood floors. I was told by the manager they had all those things available just didn’t use them. I am hoping this filing will motivate Trash Can Willy’s to contact me as promised so we can find a resolution to this.Business response
12/26/2023
This issue is resolved. We have filed a claim with our insurance company to fix/repair any damages the customer claimed we caused.Business response
01/08/2024
This issue is resolved. We have filed a claim with our insurance company to fix/repair any damages the customer claimed we caused.Initial Complaint
09/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
We needed to hire a trash removal services for our remodeling waste. Quoted price with this company. They told us $300-$400 during the call. Today they came in, my wife was there. They said $570 instead. When they were halfway through, they claimed the floor is heavy and wanted to charge us $850. Wife settled with $800 on site with the workers. They are not a honest business.Business response
10/28/2022
Hello Mr ****,
I must say I am sad to hear this and slightly embarrassed. Once our crew offers a price upfront, on-site, that price should not change. Please forgive this oversight by our crew and accept my sincerest apologies.
I will immediately issue a refund in the amount of $230 to bring us back to the original price quoted upfront on-site of $570. I will also speak with the crew regarding this matter to ensure it doesn't happen again. We pride ourselves in doing honest work and communicating things very clearly, especially pricing. Please let me know how you would like to receive the $230 refund.
As far as the difference from the phone "guesstimate" to the price initially given on-site upon arrival by our crew, as I'm sure you understand, the initial amount given over the phone was purely a "guesstimate". So there is never confusion between a "guesstimate" over the phone and our price, by the crew, upon arrival, our call takers always mention "best guess" and we repeat that the phone price is a "guesstimate" both in your appointment confirmation email and on our website. Most of the time (80-90%) we are fairly spot on with our phone "guesstimates", but we are guessing based on what a customer is telling us and are just trying to give people an understanding of the approximate price range. I hope you understand, we can't offer binding pricing over the phone no more than any other contractor can. All jobs must be seen in-person in order to deliver a final agreed upon price. But, I'm guessing you understand that as the call taker mentions it in your call initially booking the appointment and your confirmation email.
As far as the price change in the middle of the job, it's completely unacceptable again. Please accept my apologies and just let me know where / how you would like a refund.
Sincerely,
Steven H*******
603-341-9210
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.