ComplaintsforIESI North Texas - McKinney

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 28, 2023, for the 3rd time in as many weeks, the company did not pick up my trash on the scheduled date, which is every Tuesday. Over the last 6 months, service has been missed at least 10 times, and every time I file a complaint, I get a form response from a customer service rep with an excuse of truck equipment disabled, or driver could not complete the run, or weather related. No other competitive service in the area seems to have this issue. At the same time, the company has also increased my rate or raised their surcharges every single quarter for the last 3 years. Service started at $40 per month and is now double that including the surcharges. The response from management is there is nothing they can do about that, yet their service at the same time their rate has gone up has become complete incompetent and inept. Calls into senior management to attempt to resolve the issue at a higher level have gone without any response. The route supervisor has indicated to me he will address this with his driver and yet the same problem keeps happening. I am not going to pay for service if they cannot meet their service commitment and I demand a billing adjustment for my inconvenience due to their incompetent service.

  Customer response

  04/05/2023

  I was contacted by a line supervisor who offered little help, but then the regional route manager stopped by my house to discuss, apologize and inform me that he would be auditing the driver and route and provide me with a mechanism to have another truck resolve the issue if for some reason there was a continued issue with this truck and driver. He did mention that I was not the only one who was reporting incidents on the scheduled pickup day and that there have been reported mechanical issues with the truck. However he also said he would be executing frequent "ride-alongs" to continue to monitor. The trash was picked up in a timely manner this week so for now I am content to hold on any further action. I would prefer to leave this open however until I have a regular assurance that the service I am paying for is being performed appropriately and that this is just not a temporary bandaid to a long term problem.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Waste Connections bought out my prior waste service (Tri-Country Disposal), which I had paid ahead. I was not given proper notice that the transfer was taking place. Had a credit of $66.72 when Waste Connections took over. Waste Connections does not perform "loose pick up" so their services will not suit my needs. I called 8/13/2021 and asked to cancel Sept and Oct, but would retain them through end August. I was informed I would receive an approximately $40 credit. Not having received payment, I called again on 10-13-21 at 1:06 pm, spoke with Julie, was informed she could see the service cancellation request and could see the payment/credit was due, but it had not been sent out and she would look into it. I phoned again today 11/12/2021 spoke with Marley, was again told the credit was still pending but she could see the payment had not been initiated. I informed her I would need to receive payment in the next week or I would file a BBB complaint. She said that would not be possible, but that she would go talk to the department to see why the check was not being initiated. I asked her to phone me back and she did not. Therefore, I am filing a complaint - it has been over 90 days since I cancelled my service and I would like my $40 repayment.

  Business response

  02/03/2022

  Business Response /* (1000, 7, 2021/12/10) */ Customer cancelled their account and was owed a refund of $47.16. A refund was requested on 11/12/21. Final approval was never given so check was not issued. I was first made aware of the issue on 12/1/21 when I received an email from the BBB. I followed up with accounting for final approval on 12/1/21. The check in the amount of $47.16 was issued on 12/7/21. Customer should receive the check in 7-10 business days. Consumer Response /* (2000, 9, 2021/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received check today. Thank you BBB as I do not feel they would have reimbursed me what was owed without your help!

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