ComplaintsforZters

• Initial Complaint

  09/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We rented a port-a-potty for Sep 3rd, they didn't drop it off where intended, they put it next to garage, thus it had to be moved before vehicles could be used. It was dropped off on Thursday Sep 1st. It was suppose to be picked up Tuesday, Sep 6th and it was not. Called three times to get it removed on Sep 7th, each time the customer service rep called the dispatch they had no ETA on removal, hopefully today. The second time I called, they sent me to the client repo (Leah) and she said she would contact the dispatch and call me back, she never called back. I then called again 9/7/22 at 4:15pm CST, and the Cust report called dispatch again, they had no ETA on picking the toilet up. Asked to talk to manager, Lorna I am looking for a discount on the chaos this company has given us on the drop off/pickup of this toilet.

  Business response

  10/04/2022

  We appreciate you bringing this matter to our attention, Rodney, and apologize for the delay in removal. Labor Day weekend is a popular weekend for toilet rentals, and can create some delays for a timely removal. We can confirm the toilet was removed on Thursday instead of Tuesday as originally planned. We sincerely apologize for the inconvenience this caused. We were able to locate the account in our system and would like an opportunity to discuss this with you and the account holder, Sandy C, in order to finalize any additional actions to resolve this matter. We will continue to reach out to both you and Sandy by phone, and if you can return our call we ask that you please dial 877-893-7743 ext 108 to speak to our Manager.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  contracted Zters for a 30yard rollout container for green waste with a promise delivery date of 12/06/21. Zters advised they’re unable to fulfill contract, I was billed and no resolutions. No managers available. Spent thousands on multiple trees trimmed with multiple tons of green waste on property and city public property causing obstruction. Risking city fines of illegal dumping.

  Business response

  12/13/2021

  We appreciate you taking the time to talk to one of our supervisors in regard to your concerns. Since this post was made, ZTERS has been able to deliver a larger dumpster (a 40yd) at the same rate quoted for a 30yd. We have also provided some additional customer service training and coaching internally to ensure we handle all of your needs more completely and urgently, as we should typically have a supervisor available during business hours (7am to 7p central time). Thank you for your time and we thank you for allowing ZTERS an opportunity to provide services.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a dumpster in JUNE 2021 from Zters with 3 tons of allowance for filling. It was delivered to my elderly parent's house (137 Lakeview Ave South, San Benito, Texas) for us to deposit trash from their home so we could get them moved into a retirement center. We deposited well less than 1000 pounds of "stuff" (we have pictures of the dumpster with the materials in it). I called the dumpster company to tell them we were done. It was several days before they got around to collecting it. I got a call from Zters in SEPTEMBER 2021 that said I was over the 3 ton limit and I would be charged an extra $50. I told the caller that was nonsense there was no way there was that much weight in it and under no circumstances to charge my mom's card. He charged it anyway!!! I called them back and complained that it was 3 months after the use (probably because they were just getting around to paying the driver)...told them there was likely not even 500 pounds in the dumpster. I was told the rep would call me back the next day .... which he did not! I want my mom's credit card refunded. The company had no right to charge it. Any extra tonnage placed in the dumpster was likely done by the driver or it was never there at all and they simply wanted to make an extra $50 for nothing. I have been in business for 30+ years and this is, in my opinion, is a shameful way to run a business. Rob Redfearn I am happy to send a copy of the photo of the nearly empty dumpster and the contract if you would like to see them.

  Business response

  11/29/2021

  Thank you for bringing your concerns to our attention and allowing us the opportunity to review in more detail. We have refunded the tonnage overage amount, as it is our goal to bill any overages within 4 weeks of removal and we missed the timeline on your order. We have also done some internal coaching and training on customer service, as we truly believe follow-up and follow-through are vital to great service and we apologize for not doing so in your case. We certainly hope we have addressed your concerns sufficiently, and offer our sincerest apologies once again for the inconvenience.  Should you need anything further at all, please do not hesitate to reach out to us. (We also want to note that we did address your concerns via phone call and email as well, and we thank you for replying through those channels.)
  
  

  Customer response

  12/03/2021

  Better Business Bureau:
  The company DID refund the charge, however they said it was because too much time had elapsed between the service and the charge.

  In actuality, the charge should never have been made in the first place because there was no way what we disposed of in the dumpster was over the weight allowance.

  I would estimate the total weight we deposited was under 500 pounds and the dumpster allowance was 3 tons! We even provided a photo of the contents of the dumpster which had barely any trash in it when we were done. WHen I was told they were going to charge the card on file I specifically forbid them from doing so and explained why. They charged the card anyway!!

  I suspect this is a common business practice of theirs and that many customers would not go to the trouble of chasing them down (I made multiple calls and sent emails to them and was promised return calls which never occurred), for 50 bucks!  But I'll bet a thousand customers a year don't bother to make a big deal of it.

  Particularly bad about their practice in this instance is that they billed my elderly parents who, had it not been for me, would have paid the extra charge due to the effort required to remedy the overcharge.

  I recommend you warn other customers who check their BBB rating that this is a problem.
  

  Thanks for your assistance. Companies like this need to be put on alert.

  ROB R.

   

   

  
  Regards,
  
  
   

  
  

  Business response

  12/21/2021

  Hi Mr. ********. ZTERS takes customer service very seriously, and we pride ourselves on being an honest and open organization. We apologize that you feel we have not addressed your concerns completely and will continue to make every effort to meet a resolution. Our overage charges are dictated by final weight tickets we receive from the landfill or transfer station. We have offered to provide a copy of the weight ticket to you. We have refunded the charge to the card presented upon order confirmation and provided some additional internal customer service training to the Inside Sales Representative who managed your account. The BBB has offered to help mediate this complaint, and our next step will be to start that process in order to ensure we meet all of your needs. ZTERS operates with the motto of offering fair, simple, and reliable service. We work hard to incorporate that message at all levels, and we hope to show you through this process that we have that intention here, as well as all customer experiences.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Port o potties were rented from Zters Waste Value to be delivered on Friday Sept. 18, 2021 and were to be picked up on Monday Sept. 20, 2021. There are 10 standard units and 2 ADA units and one hand wash stand. The contract clearly states pick up on Monday Sept. 20, 2021. The units are in the way sitting in the municipal parking lot and also on private commercial property. I am receiving complaints from the Borough Manager, property owner, and tenants of the apartment building that have lost their parking spots to these units. I have had numerous phone conversations with Zters Waste Value. They sub contracted the job to United Site Services in New Jersey. United Site Services has been called numerous times and still has not come to pick up the units. I need them picked up TODAY and this issue resolved. At this point I feel I was misled as the contract states the pick up date.

  Business response

  09/24/2021

  ZTERS is happy to report all units have been removed. We appreciate Melanie taking the time to work with us over the past few days as we worked towards the removal of these units. We are extremely sorry for the delay and ZTERS has processed a partial credit to the customer for this concern. Thank you to Melanie and her clients for their patience, and we hope to continue to work with Melanie on future events.

*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. ↩