Complaints

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used **************** Service (operating under Royal Carting) of *****************, ** for our trash and recycling collections for over 10 years, (Acct. #: ******). I called them on or around May 23, 2022 to let them know we were moving and they could pick up their carts. At that time, I paid the remaining balance to close out our account. I also provided our forwarding address, per their request. The person in the office said they scheduled cart pick up for Wednesdays in our area so we scheduled the cart pick up for Wednesday, June 8. We vacated the house (at ** *****************, ********, ** *****) on May 31, 2022. Over the next two week period, between June 6 and June 17, we went back to the house numerous times to clean.During that period the cans were left in their normal pick-up location at the end of the driveway. We were coming back almost daily and noticed that they were gone, as expected, after June 8th when they were scheduled to have been picked up.Three months later, we received a bill, at our new address, for $164.78 for an "Un-Retrievable Cart Fee" and associated charges. I called **************** and spoke to ********* on September 8, 2022. She claimed their driver made several attempts to pick up the carts, but they were not in their usual location and could not be found. I disputed this, telling her that we were back and forth over the two week period after we vacated the house, and the carts were left at the top of the driveway for pick up. We believed the carts to have been picked up on June 8, as agreed, as we noticed they were no longer there after this date.Based upon these facts, I told her I would not be paying this bill. I asked her to close out our account and send us a zero statement and she refused. My phone number is on file with them - why didn't they call when they claimed they couldn't retrieve our carts? We had no idea there was even a problem until 3 months later, when we received their bill.

  Business response

  09/23/2022

  We attempted to retrieve the carts multiple times. Our records show that we were unable to. These carts are valuable to us. If the customer returns the carts to us, we will reverse the charges.

  Customer response

  09/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The carts were left at the assigned pick up spot at the assigned time. We followed your instructions on where and when to leave them. If you did not pick them ** in a timely manner, we cannot be held responsible. We fulfilled our obligation to the letter. You claim you do not have the carts. We certainly don't have them. Three months passed before we were even alerted of this problem. As far as we are concerned, we fulfilled our obligation. Question: why were we not given a phone call at the time of pick up? Not once did your office call to alert us to this issue. We simply received a bill, three months after the fact.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  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. ↩