Complaints

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• Initial Complaint

  Date:10/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was charged on 10/24/24 a total of $114 dollars. I had called the company previously to check my upcoming payment date and was told on a recorded line I would be charged $57 dollars. After receiving the notification on my phone of the $114 charge I called the company and asked what was going on. The lady on the other end told me that back in July they changed billing services and no cards were saved. They NEVER contacted me about my card not being in file NOR did any one from that company reach out and talk to me about a pass due payment from July. They continued picking up my trash with out contacting me for 3 months knowing full well they did not charge me for those three months just so they did not have to issue a refund for wrongfully charging me a double charge today. The company failed to contact me about a late payment and proceeded to collect my trash like I had paid. Then had the audacity to charge me for services already rendered knowing they never contacted me. If the company would have contacted me about the issue I would have gladly paid it. But due to the fact I was not contacted about the issue previously before today they went ahead and double charged me with out my consent after telling me I only owed 57 dollars.

  Business Response

  Date: 11/05/2024

  10/14/24 Express Waste contacted ***** ******* in regards to non-payment for July – September and October – December 2024 invoices. ***** did not answer, we left voicemail requesting a call back to avoid any service interruptions.
  
  10/17/24 ***** returned call to Express Waste @10:24am, at which time he was advised that his account was past due for the amount of $114.00. ***** stated he did not have the money to make payment until 10/24/24. He provided Express with credit card information so payment could be automatically taken for the amount of $114.00 on 10/24/24 and there would be no service interruptions.
  
  10/24/24 Payment was processed per ******* request from previous conversation on 10/17/24. Express waived all late fees as a courtesy to the customer. Payment was strictly to bring his account current. Customer called @1:17pm stating he was unaware of being charged $114.00. We then reminded him of the conversation on 10/17/24. At which time ***** hung up on us. ***** called back at 2:09pm stating he would like to cancel his service and be refunded for the full amount of $114.00, in which we responded we would refund a partial payment for the service that have not yet been rendered in the amount of $38.00 for November and December service dates. $76.00 was for services already rendered to the customer for July 1st – October 28th 2024. Express contacted ***** @2:34pm advising we would refund the $114.00 and only charge the correct amount of $76.00, at this time ***** provided verbal permission for the new charge.
  
  Customer has been provided all necessary refunds and has only been charged for services previously rendered to him.