ComplaintsforGrand Sanitation Service, Inc.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started using Grand Sanitation toward the end of 2020. This was during COVID and I was working full time in an essential business. I got a bill in the mail and I put the first payment on my credit card. I got nothing in the mail after the first bill but I got a message on my phone on June 17, 2021 from someone named Mike who told me my service was going to be suspended for non-payment. I called and left messages for Mike but got no return call. Service stopped but a while later I got a notice from them charging me for months after they stopped the service. I called in December and spoke to a rep and explained the situation that I was not getting bills mailed to me and she said they had changed billing companies. She did not know why I did not get the bills in the mail. She said that I never made any payment at all and Mike had left the company a while ago. She said someone would get back to me and I never received a call. I logged into my old email address and I saw bills from them being sent to my old email from two different companies. One company said Netcomm and one just said Billing. They sent me bills by email up until April of 2023. They had also sent a receipt email for the payment I put on my credit card. I was never informed that they were emailing bills to me instead of sending by mail. And I had stopped using that email address a while before. I called again in July of 2023 and spoke to a woman. I believe her name is Cassandra. She removed all of the charges for months after the service had stopped. I told her that I would pay for the months that I got the service but not for late fees or suspension fees since I tried repeatedly to contact Mike before the service was suspended. She accepted the payment of $122.00. I now got another notice from them for another 133.46 and when calling I found out it is for late fees. I do not feel that I owe this company any more money.

  Business response

  03/24/2024

  Hello, I've gone ahead and removed all the fees on this account, may I ask if you can leave our can outside so I can send someone later this week to remove it please?

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I didn't have garbage pick up for the week of June 26th, I called Grand Sanitation on June 29th to inquire what was the problem and they said they would send someone to my home by the end of the day. however, the garbage was never collected. I called again on July 5th because the garbage was overflowing and it had a foul odor. It wasn't until Friday July 7th when I called again and I spoke to a supervisor and I stated that the garbage smelled fouled and the garbage can had maggots that they decided to send someone to pick up the garbage. However, when I spoke to them on July 7th I asked them to take the garbage container because not only did it have maggots, it smelled horrible but it was also broken. The supervisor ***, stated me that she would have someone pick up the container and stated that they wouldn't provide another one for me. By Saturday July 8th, I sent an email because the container was still on the street and the neighbors were complaining. ******* from GS replied and stated that someone would pick up the container. Today July 10th the container it's still on the street in front of my house and full of maggots. Grand sanitation is not taking responsibility for their actions and its causing not only a harmful living environment but friction between me and my neighbors.

  Business response

  07/10/2023

  I'm sorry for the issues but we do not supply cans for residents in Cranfors due to local ordinance that prohibits trash pickup from the curb.  We simply do not offer cans in ******** at sll so we cannot replace your can. 

  I will follow up with the area manager in the morning to get this old can taken away with no replacement. 

  Thanks,

  Rich 

  Customer response

  07/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using Grand Sanitation for over a year and was pleased with the business overall until I discovered that I've been paying for services I was not receiving. The garbage can I was given is significantly smaller than that of my neighbors but I thought nothing of it as I may have been saving more money than them in the long run. Time and time again the can would be overfilled to my frustration and I would need to keep garbage until the next pick up in my basement, discussing I know. Finally, I decided its time for me to upgrade to a larger can and called the company to find out the cost this was the 19th or 22nd of December.....I was told my size was wrong the entire term of the contracted service and was owed a larger can. I asked if there was a cost difference to the garbage can I have and the one I was suppose to be given and my question was brushed off with the answer " a new one will be delivered to ASAP sorry for the mistake on our end." Fine, I would let it go as it was the holidays and I've already used the can for a year, what was I to do. Holidays pass and garbage pick up comes as per the usual scheduled service but now I have a new issue. On December 27 I discovered the garbage can toppled over on the ground and missing the wheels. I called promptly to report this issue and was again given an apology and that they would expired the shipping on the can but its a 3rd party company and there's not much they can do. Understanding that there are situation that really are out of some control I let it go in hopes the can would arrive by the end of the end of the week. To my surprise another week goes by and I have now gone through an other Trash pick up with my now damaged and undersized garbage can. I called to relay my frustration and ask for help from someone higher and was refused as no one was available but they would bring it to a route supervisors attention. I am requesting an immediate resolution, a call back, and reparations.

  Business response

  01/06/2023

  Sir,

   

   

  I believe we Sent you a new can today and our operations manager spoke to via phone.   Let me know if you need further assistance please?

   

  Rich

   

  ****************************** 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my house about three months ago and I contacted one sanitation when I cancel my service and was told I had a refund due to me and it will take about 14 days before I received it. After 14 days I never got the check so I called again and I was told that there was a delay but I would get it very shortly give it another week. One month pass I still never got a check I called again and asked to speak to supervisor and I was told I would get a phone call back the same business day I never got a phone call back. I called again for the fourth time after two months and I was told the manager would give me a call back again within the same day I never got a callback. And this past Monday for the fifth time I requested a callback because I was told that the person who is handling that is not in today and I requested to speak to the owner and I was told I would get a callback today from an owner or the manager and I never got a callback. They are completely unprofessional and I dont think they have any intention to refund me what they owed. It doesnt matter if its one dollar or $700 it was owed to me and they shouldve kept the word. I was a paying customer never once late for three years and this is how I get treated as if moving and selling the house is not stressful enough and I have to worry about this from grand sanitation.Honestly , I gave up calling them because I dont believe if they didnt call me back five times that anybody would give me a call. They can keep my money if thats the way they run the business and if that makes them feel better. I would definitely recommend someone never to use them.

  Business response

  08/30/2022

  Good morning, 

   

  It takes 6 to 8 weeks to process a refund not 14 days, that is our policy and it has never changed. Per ** law all trash companies are considered a public utility and require 7 days written notice to cancel, we are not supposed to accept a phone call for the protection of our customers.

   

  Do you have a copy of the written notice of cancelation you submitted to us? Also, I just spoke to our bookkeeper who says she spoke to you twice and confirmed your refund of $7.66 was sent nearly 2 weeks ago. If you have not received it yet I suggest you email the bookkeeper at ***********************************

   

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was using Grand Sanitation Service from 4/1/2019 until I switched over to **************** starting 4/1/2021.Recently (on 7/15/22) I received an invoice from Grand which stated that I was being billed for two months of service (June and July of 2022) in the amount of $65.82. This was an error on Grand's part since I had not been using their services for a little over a year. I tried to contact Grand by phone several times a day during business hours, but I could not get to speak to a person. I left my name and phone number and brief description of my complaint but never received a call back. On 7/15/22 I was able to get through and actually spoke to a fellow by the name of ****** I explained the situation and he told me that he would handle it and that I should not receive any subsequent bills. On 8/16/22, I received a **** in the amount of $99.69 because it now included the month of August! I tried again to get through and finally did so today (8/8/22) and I spoke with ******* who told me that in order to stop receiving their bills I would need to give them the exact date of when my services were discontinued. I thought that this would be something that their records should have. I argued that this was inconveniencing me, but I did find my files and told him service with Grand had ended on 3/30/21. This seemed to have satisfied his request and he told me that now I would no longer receive a **** from Grand. Why is it that the customer has to be the one inconvenienced? Shouldn't they have such records? How can I be sure that this false billing will end? And, how can I be sure that it is not affecting my credit report?

  Business response

  08/09/2022

  I see that this has been corrected in our system now.  I apologize for the issue, recently we switched to new software, and it must have somehow reactivated your account.  Also, due to the switch to new software we lost all previous notes that were in our old system.  We would love to have you back as a customer, if were to offer you 6 months free would you consider coming back?  If you would like to try us again, you can reach me directly at ******************************

   

  Thank you,

  Rich

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Garbage collection service I cancelled on January 24, 2022 in the middle of a billing cycle. I moved out of state and no longer require or use their service. The company owes me a credit. The company also recently started billing me again. I have called and emailed on multiple occasions and the customer ********************** people tell me they will take care of it and never do.

  Business response

  06/30/2022

  Hello, I need your old address in order to look into this and provide a refund if it is due and to shut down the autopay.
  
  You can email me directly at ******************************

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid business by credit card on 9/22/2021 for 2 months garbage service $53.90. Spoke to ****** on 10.25.2021 to cancel service. Promised a refund of $25.76 plus tax to be received in 6-8 weeks which would be 12/7-12/21/2021.Followed up with ******* on 12/17/2021 who assured me a check was mailed. Followed up with ********* in early January because check had still not arrived. ********* said they would cut another check and mailed it on 1/8/2022 Followed up with ********* on multiple days in January 2022 including 1/18, 1/24 and 1/25/2021. The final phone call on 1/25/2021 was ********* telling me that the owner will not stop payment on the last check that was issued on 1/8/22. I had requested this so that a new check could be cut that I would come into the office to pick up. ********* told me today that the owner refuses to stop payment and issue a new check even though the check was mailed 18 days ago. She ended the call by calling me "desperate" for wanting my money back. Then *************************** up on me and refused to get back on the phone.

  Business response

  01/26/2022

  We have told this ex-customer time after time that the check is printed and in the mail. She keeps leaving bad reviews but won't listen to the facts that the CHECK IS PRINTED AND SENT!
  
  But sure what else we can do?

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩