ComplaintsforBishop Sanitation Inc

• Initial Complaint

  12/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'll give a small back story to provide insight on the issues. *********, who works in billing and has access to bank and account information has provided my personal information to her boyfriend, *******************. *** and I have a dispute currently regarding a private auto sale. Now ********* has used Bishops business to leak my personal information as well as obtain private information. A few months ago ********* called me from her personal cell phone and represented Bishops while asking me to "Ping" her my exact location. She said she needed it for the new driver starting that week. However I did not do this and no new driver showed up just my regular one. Never a call from Bishops following this up either... this struck me as odd so I called Bishops to ask if this was normal procedure. I was told I would get a call back but never did. Two weeks later my bank account information was used in an unauthorized transaction with Amazon. I had to dispute the transaction and cancel my debit card. Causing me to have to re submit my new debit info with all my creditors. I did not update Bishops however. 4 weeks went by and my information had not been stolen again. It seems my hunch was correct on where the leaked info cane from. Now I have not paid my bill with Bishops for 2 months worried that my account will be used again. As a result I have stopped service until I get this resolved. *** came to my work last week and talked to **** and ****** ( at *********) ** will know who I am talking about. He gave them information about my bill with Bishops that he should not have or be spreading around the town. This all streams back to *********'s leaking of my information to ***. I cannot prove that they are responsible for the amazon purchas but I do know that *** has sensitive information that only ********* or someone in her position at Bishops would have. This is a breach of confidentiality and a terrible break in trust,not just for me but the community if this instance is not isolated.

  

  Business response

  12/27/2023

  We have forwarded our response to ****************************************  Her email mentioned she would be out of the office through January 3, 2023.  I have attached these documents to this response page.  Thank you.

  

  Business response

  12/27/2023

  December 27, 2023
  
  Better Business Bureau
  PO Box 191279
  *****, **, *****
  
  Regarding complaint ID ********
  
  After conducting a thorough internal and external investigation of the accusations presented to the Better Business Bureau, we at Bishop Sanitation, **** have found no evidence to support the claims made by our customer **************** 
  
  1. ******************, *** has been accused of a breach of information. 
  
  In this case, ****** Ws payment card information was entered into the Bishop Sanitation,**** proprietary software January 4, 2023
  Physical credit card information is not stored within the Bishop Sanitation system. 

  When a Bishop staff member creates a new customer file, the customer information is entered into our proprietary software.
  Authorize.net works within our software and stores our customer credit card information in their offsite secured system. 

  After the card entry, Bishop has access to only the last 4 digits of any customer card.
  If a ********************** staff member accidently deletes the customer last 4 digits in our system, Authorize.net policy does not allow them to re-share the credit card information with Bishop Sanitation.

  The only way to obtain the customer credit card information again, would be to get it from the customer directly.

  For an additional level of customer security, we utilize a company called shre-it.com to securely shred and dispose of our confidential information offsite. We use one of their locked bins for this purpose.

  Authorize.net has not reported any security breach to Bishop Sanitation, **** as of December 27, 2023/

  2. A Bishop Sanitation, **** employee has been accused of using their personal mobile phone in order to contact a Bishop customer for personal reasons
  

  Bishop Sanitation, **** provides company issued mobile phones for many staff members.
  The mobile phones are used by Bishop Sanitation staff for a number of reasons to include:

  Communication with Bishop service techs and customers as needed
  To obtain and send *** coordinates also known as the ping in order to assist new service techs and those service techs who may be unfamiliar with a location especially after scheduled service stops have been missed for various reasons.
  To receive and send site photos from both customers and service techs to Bishop management upon request.
  
  The ping request mentioned in the complaint was made July 10, 2023 by ********************** while utilizing her Bishop issued mobile phone in order to assist a new service tech who was unfamiliar with the area.  

  Bishop Sanitation, **** had new service tech hires at the time of the ping request. 

  *************** sanitation service, without *** directions from the Bishop requested ************* refused to respond to, would cause *************** site to be referred to a more experienced service tech.
  It is not our policy to continue to contact a customer to ping their location; a follow up would not have been done. The more experienced driver responding to the service call would then perform the scheduled service, obtain the *** coordinates and provide them to admin staff to be added into the dispatch system for the new driver.
  
  3. **************** alleges an unauthorized Amazon purchase was linked to our employee **********************
  
  Our employee ********************** did not have access to his complete card information as detailed above after January 4, 2023.
  The ping that ********************** requested was June 10, 2023
  According to ****************, two weeks later an alleged unauthorized Amazon transaction occurred
  Bishop Sanitation, **** does not have information regarding any unauthorized Amazon purchase and cannot make a statement on it.  Amazon should have record on where the stolen merchandise was to be delivered, for the proper authorities to investigate.
  
  4. Alleged breach of Bishop Sanitation confidentiality regarding *************** account status being shared verbally with his employers at Holcombs Market by **********, via **********************
  
  We found no evidence of this claim which is hearsay and denied by our employee, ********************** who has written a letter addressing this. (see attachment D)
  
  5. Bishop Sanitation, **** desired resolution:
  
  For our customer, **************** to pay his outstanding invoices for services provided during October & November 2023. Balance due $245.00.  We will waive the current accrued $5.00 late fee upon receipt of payment in full

  Because we have found no evidence of any wrongdoing during this investigation on the part of our employee, **********************, her employment will not be terminated. 

  We truly wish **************** would have spoken to someone in Bishop management about his concerns prior to this official online complaint. This is the first time our reputation has ever been called into question in this manner. 

  Now that **************** has been made aware of the methods we employ to assure our customers security and confidentiality at Bishop Sanitation, ****, we ultimately encourage **************** to choose to continue to remain our sanitation customer in 2024.   

  
  

  Customer response

  01/03/2024

   
  Complaint: 21018624
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  I will happily pay my bill in person, with cash to resolve my debt.  However information was shared with ************** then brought it to my employer. To my knowledge no effort was taken by Bishop sanitation to investigate this part of my complaint. This understandably could have been handled differently I admit. However from my point of view I would not have been treated with respect or sincerity if I had brought this complaint to ** personally. The last time I had the pleasure of dealing with ** I was verbally accosted and talked down to. I was accused in acting in a manner that I did not act in as described by one of his employees. With this being said I felt it easier and more productive to follow the rout I did. I would like the matter of my information being shared with *********************** further. My employer approached me with the information *** had shared. This would be impossible with out the breach in confidentiality. I will pay my bill before the end of this week in part. But will require more time to pay the total balance of $245. 

  Thank you for your careful consideration of this issue that remain and your time.

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