Business ProfileforBest Way Disposal

Hello, I paid an additional rate to have my trash picked up at an off time (Monday morning). I was not told that the service comes at 5 am, the call recording of the two times I spoke to 3 reps (including the billing supervisor) last Friday will reflect this. I was refunded the amount today because my trash was not picked up, having been set out for the usual time of 7 am on Fridays, not realizing he came at 5 am. I was told by a seemingly irritated phone rep that the routing supervisor would not be able to fit me in and that I'd be waiting until Friday, my next scheduled pick up day and that I would be refunded the amount but not before claiming I knew and was told. I get the impression this is a small company and the quality/tone of the service reflects that. It is very take it or leave it, like it or leave and it is low on the bar for service today and locally. I once had a professional relationship with this company as a property manager, but residentially I have received basically poor service on the phone, in my opinion, in the form of uninformed, uninterested or undertrained reps. I will be submitting the feedback on ****** reviews as well. I just wanted my trash picked up and even tried to work it out after the rep did not inform us of your company's change in schedule. I realize I could just go to ******, but honestly, I just think companies like you factor that people depend on your service and must take it or leave it regardless of the quality and standards.

I apologize that the customer's experience with us has been less than what they hoped. I have taken a look at the account and I show that we mailed a Terms/Conditions postcard as recently as 6/7/22 that clearly stipulates trash must be placed at the curb the night before scheduled collection. While we aren't a large conglomerate we do our best to meet all expectations of our customers, but also expect our customers to respect our terms and conditions of service. In looking into the customer's complaint I do show notes from three of our service reps as well as our Billing Manager that reflect the customer was not happy with our billing timeline. While our service reps do their best to keep a call helpful and friendly, oftentimes a displeased customer makes that near impossible. To say that our rep was "seemingly irritated" is an unfair characterization without also expanding on the caller's demeanor. I do not believe that we are offering "low on the bar" service, but we do expect our customers to adhere to payment and service guidelines. Unfortunately, I can't offer any resolution to the customer other than the refund for the additional pick up that was already offered and processed.