ComplaintsforHomewood Disposal Service Inc

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/21 I placed my trash can and an extra can out for over flow. *** had this extra can for years and never had a problem till last week. When it wasnt emptied I call and **** from dispatch answered. I told him my extra can wasnt emptied. He proceeds to tell me that its a recycling can. I say, no, it had a black lid. Then he said thats their recycle bin. I told him no. That I had purchased that tote from Republic when I worked there. He was rude, nasty, and told me that I needed a 35 gallon can. Ive been using that extra can for years !! I was hung up on, I asked for a superior and I was disconnected. I want an apology and my can dumped !!!

  Business response

  08/07/2023

  Upon review of this matter, it appears we have come to a solution with ************** after she spoke with one of our representatives.  The extra container placed out that week was a recycling container but was filled with garbage. Our drivers are not permitted to empty a recycling can filled with garbage.  When ************** called our office we informed her why we weren't able to collect it initially, but agreed to take care of it this one time with the understanding we would not be able to do it again. 
  
  After escalating the call to a supervisor, we have agreed to deliver a new cart with a 'recycling only' sticker affixed to it to reduce any confusion on what need to be collected.  We let ************** know that this new container cannot be used for garbage.   

• Initial Complaint

  06/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a bill for my yard waste container the beginning of June. This bill covers the yard waste container from August to November. The bill is due June 20 a month and a couple weeks before the yard Waste container would be active. Homewood disposal service is collecting interest on my $105 for a whole month prior to me being able to use this container from August to November, I called the business and the lady on the phone said the reason they have the bill due so early is because other customers were not paying their bill. I asked if I could pay my bill closer to the August date and she said no Im sorry it is due June 20.

  Business response

  06/15/2023

  Thank you for your feedback.  Yard Waste is a service that we provide that is billed in advance. In the past, we billed for this service a few weeks prior to the start of the season but after many years of not receiving payments for services already rendered, we found it necessary to start billing in advance which will allow us to contact customers who have not paid prior to the start date to see if they are still interested in our services.  We understand that this may be an inconvenience to some and we will work with each customer to make arrangements if they can not pay their bill before the due date. We encourage ************* to reach out to our team in the residential accounts department so we can work out a payment arrangement that will work for her.  Thank you!

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When i called to pay my **** l last Thursday the 21st they told me i had a balance of $97.00 i made a $60.00 payment. I called this morning to let them know that I did not have my garbage picked up. They told me my check bounced and said they will not render any more service till the **** is paid. Told them i will call my bank and see what happened and from now on, i will pay by money order. I asked if they could please come and get this garbage today and they said no not until the $97.00 is paid and it will be a $25.00 pick up for today if i can get a neighbor to pull it to the street (I&#**;ve had a knee replacement) They also said i should have called yesterday about my garbage not being picked up but i did not know about it till last night. I let them know that this is not the first time that my garbage has not been picked up even when there was no issue with payment. She said well we are still not going to pick it up.

  Business response

  08/01/2022

  Unfortunately, after reviewing this account, we are unable to resume service for ****************.  The account was opened in December of 2021 and, until recently, we have provided services weekly since then.  The account has had an open balance since December.  In May we notified the customer that the account was being placed on hold for non-payment. Typically when accounts are placed on hold- we do not accept check as form of payment, but we did our best to accommodate the customer.  A partial check payment was made, however that payment was returned and we have not been paid for serviced rendered.  The only other payment we show since the account was opened in December was a partial payment in March 2022.  We have not received payment since.  Unfortunately, our policy is that an account placed on hold for non-payment will remain on hold until payment in full has cleared. As soon as a full payment has cleared, we will immediately re-instate services at this residence.  

  Customer response

  08/03/2022

   
  Complaint: 17630713
  
  I am rejecting this response because:Homewood disposal **** knock tell him the truth I had to call them five or six times to pick up my garbage after them leaving my garbage they did not service me on a weekly basis nether and I do not put garbage out every week because I do not have that much garbage but when I did have my things out for them to pick up they did not pick up furthermore Ive only receive two bills from Homewood disposal since I have been with them and I reject what they have said about me concern in this matter and it is not the truth thank you yours truly *****************
  
  Sincerely,
  
  ***********************

  Business response

  08/04/2022

  Upon further review of Ms. ******* account, we show numerous invoices and reminder bills were mailed since December 2021.  Attached you will find a report of the account which shows when bills were sent.  Typically, for residential service, we **** on a quarterly basis.  If a balance remains unpaid, we also send monthly reminder bills.  
  
  In addition, we sent letters on 2/22/22, 3/16/22, 5/24/22  to let *************** know we were putting her service on hold for non-payment which is why we did not collect garbage from her address during those times.  On 6/24/22 we also sent a letter letting **************** know that the account would be moving to a collection agency if the balance remained unpaid. 
  
  Again, our policy remains that we are unable to resume service until the balance is successfully paid in full.  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday, June 24th, I noticed my recycling container had been emptied, but my garbage can had not been emptied. I also noticed that my neighbors garbage had been emptied as well. I called Homewood Disposal and alerted them that my garbage had not been picked up. The dispatcher stated she had contacted the drivers and someone will be by before the *** to pick up my garbage. As the day went on, I called Homewood Disposal 2 more times to ask them to pick up my garbage. Each time, they stated they were sending someone. No one ever showed. I even left a message with the manager, he never called back. It is not 7:37 pm on Friday, June 24th and I had to bring a garbage can full of garbage, that has been sitting in the sun all day, back into my garage because NO ONE SHOWED UP TO PICK UP MY GARBAGE!

  Business response

  06/28/2022

  Customer's concern was escalated directly to a supervisor to correct the issue.  Supervisor spoke with customer Monday morning and apologized for the error and replaced cart with a new one while dumping the garbage that was missed.  The supervisor will look further into why it was missed in the first place but it he reports back that the customer seemed satisfied with the result. 

  Customer response

  06/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

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