ComplaintsforNovak Sanitary Services

• Initial Complaint

  08/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been trying to get the company to pick up there bins but they refuse. They don’t answer the phone and get very rude and don’t submit paperwork when trying to quit the service when there is no contracts. They schedule bulk pickup but don’t pick up and leave garbage on my lawn and on the street. They will not allow me to cancel or pick up bins

  

  Business response

  08/26/2024

  Former customer *** **** had an outstanding payment and was requesting us to stop contacting him. *** **** has since paid up and the cans have already been removed.

  Customer response

  08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Company is still harassing me about outstanding bills that do not exist 
  Sincerely,
  
  ********* *****

  

  Business response

  08/27/2024

  Former customers account is and has been at a $0.00 balance since he paid up from his past due bill, please see attachment. Payment for his outstanding amount was received to us on 8/21/2024. Our payment and collections system operates through software, not by live human beings, so if there is a balance of $0.00 or no amount due, a request for payment will not be generated because there is no amount to request. I will select for the BBB to review my response since this matter is and has been closed and resolved from my prospective. 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had services with this company over the last 7 years. I have paid for what is known as a valet service, in which I pay for trash cans to be picked up from the location next to my house, and returned there after service. When I have called Novak sanitary about the trash collection not occurring or trash cans not being returned, the office has stated that "they are a curbside service", have commented "that the city ordinances were repealed" or that "the laws regarding trash collection are changing soon". Yet Novak still billed me for this service, knowing that they have either not collected the trash, or not returned the containers to the designated spot on the property, leaving them on city streets or sidewalks and public roadways. Due to this, I wrote an email to Novak requesting that I be refunded for every service period in which the service has not occurred. Service being trash collection and return of the cans to the pickup location. Due to the fact that the office had stated I was billed for non- service periods, regardless of pickup or services, I asked that Novak Provide evidence of service for billing periods, and a refund for any period in which they could not prove that the services paid for were provided. While speaking with an individual named Pat, approximately 9:22 Am on March 27th, Pat stated that my account shows that I pay for Valet service, and that it is a service that Novak sanitary provides. Pat also suggested that I seek a "smaller more capable service", implying that the company has never had the capability to deliver this service to begin with. Novak has not taken any action to refund me, or reach a resolution on this issue. Due to the fact they have admitted to billing me during periods in which they have not provided both trash collection and proper return of the cans, I am asking for a full refund in the amount of ******** as they are unwilling to provide any validation of a debt.

  

  Business response

  04/10/2023

  Good afternoon, 

  In response to the complaint from a previous Novak Sanitary Service customer, Nicholas ***** acct#******:

  Nick has received valet service from our company since he started with us in June of 2017. We have reviewed our service records and show 2 times that he called in with an issue. On 1/20/2023 he stated his cans were left out by the street and I believe that is the picture that was attached to the complaint as there was snow on the ground and we had difficulty navigating his cans up his driveway past a parked car. The other complaint was on 6/9/2022 where we walked on his grass to avoid striking a parked car. 

  This shows that over the last 300 plus service days, we only saw a few issues with service. 

  Nick has sent in a few emails to our office requesting video footage, or pictures to prove all 300 plus service days were to his satisfaction and that is an unrealistic request dating back to 2017. There is no garbage hauler that would be able to provide this footage.

  As of January 1 of 2022 the city of ***** ***** allowed companies to offer two types of service. Valet, in which Nick was signed up for, and a curbside option. The only way we updated customers account to curbside is if they called our office to change service type. Nick never did that and remained a valet customer. 

  We have not overbilled for service that was not completed throughout his years as a customer. 

  When speaking with Nick on 3/27/2023 we spoke to his request of evidence of service from every day previously serviced and service days moving forward,  in which we are not able to complete that type of documentation in which we suggested him to find a new garbage hauler. We then discussed the outstanding balance that he owed our office for the first 3 months of the year of $******, in which we both agreed that Novak Sanitary Service would remove and we would pick up our garbage cans to resolve this matter and he would no longer be a customer of ours.  

  At this point, our office was under the impression we did everything possible to resolve this issue. We have only a few documented issues and we credited this customer for 3 months out of good faith.

  We will not refund his requested amount of over $****. Novak Sanitary Service did everything we could to keep this customer happy, but ultimately could not provide his unrealistic requested demands. 

  Novak Sanitary Service 

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