ComplaintsforIsland Disposal Inc

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service began with Island disposal on 2/17/21. I paid $***** on 6/29/21 for 5/21 & 6/21 ****. I paid $***** on 9/3/21 for 07/21 & 8/21 ****. I paid $***** on 11/17 for 9/21 & 10/21 ****. My garbage pickup was missed on 9/16/21. I called Island disposal on 9/17/21 in the AM and at 4 PM and told them my garbage was missed and was told it would be picked up that day. It was not picked up that day nor the following day the 18th so that garbage pick up was completely missed and I had paid for pick up that week. I became very ill and was recovering from Covid and lost my job. I called Island disposal in 12/2021 and told them of my situation. I informed them that they missed two pick *** in December. One due to snow and one due to a new driver missing my garbage. The rep I spoke with told me my garbage service would be terminated on 12/30/21 and 12/30/21 would be my last garbage pick up. She told me I owed $ ***** for November and December, even though two of my pick *** in December were missed. She said I have the option of putting out an extra bag the following week but I didnt have extra garbage and she went on a rant that its the law in Washington state if a pick up is missed due to snow you can put out an extra bag the next pick up, which had already passed. I brought my can up my half mile driveway and it was up by my house and I called them three times since the beginning of 2022 about picking up the can. They are now attempting to charge me $72. 08. They are telling me they picked up Garbage in 1/22 And that is impossible because my can was not out. I spoke with ******** on 4/13/22 and she said she was going to review the phone calls to them and also that there was a camera on the truck that she was going to review and that she would call me back. She never called me back. I requested a call back from a manager four times and never received it. I want my **** adjusted to less than $ ***** & made to reflect actual weeks it was picked up to 12/30/21, my last pickup

  Business response

  05/10/2022

  
  05/09/2022
  
  
  
  
  
  To Whomever this May *************** BBB Complaint ID #********
  
  
  Below is an in-depth rebuttal of the complaint made by ***************** to the Better Business Bureau. 
  The information provided is derived from notes attached to the account in question as well as all 
  recorded phone calls inbound from the customer as well as outbound to the customer
  Timeline of Events:
  
  9/17/21 ***************** called to report her garbage can was missed the previous day (Thursday, 
  9/16). The driver was contacted and he stated that ***************** (as well as some of her neighbors) 
  did not have their cans out when he serviced their area. The **************** Representative (***) 
  told ***************** we would attempt to have the driver come back later in the day (9/17). 
  Unfortunately the driver was unable to do so.
  Note: The sequencing on this route was being changed this week, resulting in customers being picked 
  up earlier in the day than they previously were. This is the reason customers are asked to place 
  their containers out by 6:00a on their service day.
  9/20/21 ***************** called to report that her garbage was not emptied on Friday, 9/17. A work 
  order was created for a driver to go back that day (Monday, 9/20) and service her missed container 
  at no cost. This work order was completed.
  Note: This was done as a courtesy. Per our *** Tariff we are required to charge a return trip fee 
  if a customer fails to place their container out prior to our collection vehicle arriving at their 
  account on their service day.
  11/09/21 E-mail & phone call sent regarding past due, unpaid, account balance. 11/15/21  
  Cancellation letter sent due to unpaid account balance.
  11/17/21 Electronic payment made of past due balance.
  
  12/29/21 ***************** called to ask if her garbage can would be serviced the following day 
  (Thursday, 12/30) as we had a weather event resulting in a significant amount of snow. The *** 
  stated that we would be attempting service but, as road conditions vary throughout the county, it 
  would be determined by the driver if it was safe to service an area or not. The *** informed Mrs. 
  ****** that, in the event it was deemed unsafe to service her container, that she would be allowed 
  extras the following service day at no charge. ***************** indicated that she would rather not 
  bring her can out to the road in the inclement weather anyway and that she would simply put it out 
  on the following service day (Thursday, 1/6) with any extras she may have. The *** agreed that this 
  would be perfectly fine.
  Note: At no time was disruption of service discussed by either ***************** or the ***.
  1/13/22 Driver serviced garbage container.
  
  1/12/22 E-mail & phone call sent regarding past due, unpaid, account balance. 1/21/22 - E-mail & 
  phone call sent regarding past due, unpaid, account balance.
  
  
  
  
  
  
  
  1/21/22 ***************** called to state that her garbage was not picked up on 1/20/22 and not picked 
  up during the snow event on 12/30 or 1/6. ***************** demanded her **** to be pro-rated due to the 
  missed services or she would not be paying her ****. Stated that she had just received the 
  automated collection attempt call indicating payment would need to be made by 1/28 to ensure 
  continued garbage collection. *** informed customer that the past due balance covered the months of 
  November and December. ***************** re-stated that she didnt receive service during the snow event 
  so she would not be paying the past due **** unless it was pro-rated for those missed services. *** 
  educated customer on the *** rules and regulations regarding inclement weather and clarified that 
  any extras are serviced at no charge following these weather related events. ***************** stated 
  that she didnt have any extra garbage due to not getting serviced so she should receive a credit. 
  Work order created for customer to service extra on 1/27/22. ***************** requested a supervisor 
  call back.
  1/21/22 ***************** called back to verify that a driver would be out on 1/27 and that her extras 
  would be serviced at no charge. The *** confirmed that a Work Order had been created and it would 
  be completed. ***************** confirmed she would place out any extras.
  1/27/22 Work order completed customer serviced.
  
  2/09/22 Account changed to suspend/non-pay due to unpaid past due balance.
  
  03/09/22 ***************** called to find out why she was billed for the month of January when she says 
  she spoke with a *** in December and was told her account was going to be terminated at the end of 
  December. Customer disputed that the phone call in January took place and was adamant that the last 
  time she spoke with a representative from Island Disposal was in December. Maintains that she has 
  not received any service since the end of December. She states, on the call I can get neighbors 
  testimony that no can has been out since December 27??. States that she has garbage piling up 
  around her house and in her bedroom because she hasnt had garbage service since the end of 
  December and she doesnt have money to take it to the dump. She again demanded that a supervisor 
  call her back.
  Note: Per the phone call on 1/21/22 ***************** expected services throughout the month of January. 
  ***************** clearly states that she was missed on the 20?? and was putting her container out on 
  1/27/22 and expected the container and all extras to be serviced. This action was performed by the 
  driver on 1/27/22.
  04/13/22 ***************** called to complain about receiving further communication regarding the past 
  due  balance for her garbage services. Again states that her garbage can has been up at her house 
  since the end of December and she has never put her can out past that date. Again restates that 
  she was told at the end of December that she was told that her garbage service was cancelled as of 
  the end of December. States that shes been bringing her garbage to the dump herself for the past 4 
  months. ***************** states that she has requested a phone call from a manager three times and 
  hasnt received one yet. Customer, again, re-iterated that she has not put her can out since 
  December 26??. Customer states that she is going to go through her day planner again and clarify 
  all the dates/names with the ***. Customer then abruptly terminated phone call.
  *** called customer back and explained that we have in-cab camera systems and all calls are 
  recorded. Tells customer that these systems will be reviewed and a supervisor will be in contact 
  with her.
  04/13-04/15 Site Manager attempted to call *****************. Did not reach a person and left a 
  voicemail. (Unable to determine the exact date as the call was made from the site managers work 
  cell, which was replaced on 04/18).
  4/26/22 ***************** called and asked *** to go over all billing, transaction, and call history on 
  her account. Restates that she never put her can out after 12/30 and that she was told the account 
  was cancelled after 12/30. ***************** states that she has not heard back from a manager regarding 
  the in cab footage or the phone calls. States that she is filing a complaint regarding the disputed 
  charges.
  
  
  
  
  
  
  
  Summary
  
  ***************** had active garbage service through January 2022. She had a few disruptions to her 
  service since September due to failure to put out her can, a snow event, and driver error. In all 
  instances we followed established *** guidelines by sending a driver back out as a courtesy and 
  accepting any extra materials at no cost. ***************** is asserting that she was told that, during 
  the December 29?? phone call, her garbage service was cancelled as of the end of December. This is 
  incorrect, as verified through review of the phone recordings as well as by her subsequent phone 
  call(s) on 1/21/22 when she stated that her garbage services had been missed on 1/20/22. She 
  acknowledged that she would put extra material out the following pickup day for servicing. Again, 
  this conversation has been verified through a review of our phone recordings.
  After reviewing all the notes, phone calls, and work orders regarding this account I can 
  confidently state the following:
  1.     ***************** was fully aware that she had active garbage services through January 2022.
  2.     ***************** is intentionally attempting to misrepresent and/or deny communications between 
  herself and Island Disposal ***s.
  3.     Island Disposal followed all the necessary processes outlined in the Washington State 
  Utilities and
  Transportation Commissions guidelines regarding Solid Waste Carriers.
  4.     Island Disposal site leadership did fail to respond to Mrs. ******* complaints in a timely 
  manner. The first time site leadership attempted to make contact was approximately 2 months after 
  the first request. This was due to a miscommunication between various levels of site leadership.
  5.     ***************** did receive a service disruption due to driver error and, though we followed SOP 
  to
  rectify the miss, it doesnt reflect Island Disposals commitment to exemplary customer service.
  
  Due to items 4 & 5 I have agreed to void the charges for January, 2022. Those charges have been 
  written off but the balance of $43.12 for November and December will remain.
  
  
  *********************** Site Manager Island Disposal
  ****************
  

  
  

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