ComplaintsforHoosier Hauler

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company took advantage of my generosity after I let them keep their dumpster on my property after I was done with it, it rained several times and I got charged $200 for being overweight after they took advantage of my generosity. The first dumpster I got they said I wasn't overweight and they tacked on a $50 charge afterwards. **** hides behind his "veteran" status, he will not return calls, and in my opinion rips people off. His wife is very rude and unprofessional, definitely helping him run this company into the ground. ****, you are a disgrace to real veterans.

  

  Business response

  08/02/2023

  In response to ********************* of Martinsvilles complaint:
  ************** was well aware of the terms and conditions of his dumpster rental in regard to overages.  Not only do we discuss this with our customers at the time they place their order, but we also send an electronic version of our full T&Cs for each customer to sign (the full disclosure is also listed on our website) and we send a confirmation email with every order, highlighting the areas that could assess additional fees, giving all our customers the opportunity to avoid these whenever possible.  Included in all these communications is the possibility of overages and the customers responsibility for these charges.  In every case, the potential to go over and above the weight that we include with our rental price, will increase if heavy material is disposed of, a mix of heavy material and/or porous material that can be effected by weather, as they will retain water.  In this case, the 30-yard dumpster was filled to the top and included porous items such as wood,insulation and mattresses.  We encourage our customers to use tarps in the event of rain to help eliminate a greater chance of weight increasing.  ************** stated he used a tarp but then decided to take it off.  We, unfortunately, cannot control what was put in the dumpster, nor can we control mother nature, but there are ways for the customer to help mitigate these types of charges and the tarp certainly would have helped.  We attempted to call **************, as we do with all our customers, to advise him of the overage weight and charge before we charge the credit card our customers provide, for this reason.  We also sent an email with the same information in which ************** received two, one after he was over on his swap out and one after we picked up the dumpster.  In fact, after the first charge of $45.82, we called and left ************** a voicemail before we sent him a confirmation email,stating the same.  At no time did we tell him there wasnt a fee and then charged him anyway.  We do not surprise our customers with charges.
  Also included in the terms & conditions and highlighted in every confirmation email is the verbiage that delivery and pick-up *** happen at any time on or after the scheduled pick-up day, regardless of time of delivery.  We let our customers know this when they place their order and ask if the pickup is time sensitive to help with their needs, but we do not guarantee pickup days and do not ask for permission to leave our dumpsters at the locations they are delivered to.
  As far as the owners veteran status is concerned, there is nothing to hide.  He believes in honesty and transparency, and both were extended to ***************  Also, as a former Marine, he believes in protecting his people, so when ************** decided to try and resolve his issue by making 30+ harassing phone calls to the office and attempting to enter the office, it came to a point where the authorities needed to be called, and there was nothing additional to discuss, as the police were able to do their job.  ************** was treated with respect up to the point when he resorted to yelling, cussing, threatening and insulting anyone that he spoke to.  He was asked not to continue to call the office and was told if he did, the police would be called, which they were. 
  We have delivered tens of thousands of dumpsters and have ****** + customers that abide by the terms and conditions that they sign and they continue to get the excellent customer service that we strive to give.  ************** was responsible for the charges,but if he felt like he was unjustly charged and could not resolve the issue with a conversation over the phone, he had other civil avenues to take.  He decided to go this route instead.  We, as a company, find it sad that ************** has gone to this length to leave a 1-star review on multiple sites, reporting to the BBB and trying to disgrace a Veterans name, simply because he disagreed with a charge.
  Semper Fi

  Attachments included are:  Docusign agreement, signed by ********************* on 7/10/23, Email confirmations (2) highlighting both areas of the dumpster being onsite and responsibility of overages, Credit card receipts for overages and confirmation emails, including pictures, of these charges sent to *********************, & both weight tickets from the landfill on the total weight of the dumpster at the time of disposal for his address.
  

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