ComplaintsforSuper Save Disposal Inc.

• Initial Complaint

  25/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When we moved into our leased space, we were contacted by Super Save Disposal as there was already a bin at our location. We are a small business that doesn't generate a lot of garbage so we requested to do on-call service. However, we were told that Super Save doesn't offer on-call pick-*** and that we had no choice but to sign up for a monthly service if we wanted any form of garbage pick-up. After convincing us to sign up for a service that exceeded what we needed, we are now being told that we are not allowed to cancel. According to the agreement, the "cancellation window" is a 30-day period 5 years after the contract start date. After that 30-day window, the contract auto-renews for another 5 years, without another cancellation window for yet another 5 years. Furthermore, Super Save has the right to increase the amounts charged without limitation or agreement from the customer. Over the past 2 years, ********************** Save has increased our monthly fee by 20%.When we reached out to Super Save about cancelling, they told us that cancelling wasn't possible, but that we could switch to "on-call" pick-up. This is frustrating for 2 reasons; firstly, because we were originally told that we couldn't sign up for on-call pick up (and instead had to sign this ridiculous agreement) and second because we did switch to on-call pick up for 3 months last winter and Super Save charged us so many admin fees to make the switch, that it ended up costing us the same as if they kept the monthly schedule. The second alternative to cancelling is to suspend the service for a maximum of 6 months. However, there is a $135 fee to remove the bin and another $85 to bring the bin back, so in the words of the Super Save employee, this "negates any savings".We feel that Super Save is taking advantage of small businesses like ours. We generate 0-1 garbage bags per month and feel it is unjust to force us to keep paying for the next 3 years. All we want to do is cancel...

  Business response

  11/10/2024

  The cancellation window outlined in the agreement states that if you wish to cancel you have to send a registered letter not more than 120 days and not less than 90 days prior to the renewal date.  The agreement is automatically renewed if not cancelled within the terms. Please note that we are unable to accept your cancellation request at this time but we are happy to work with you on resolutions so that we can move forward together
  

  Ref 523762

  Customer response

  11/10/2024

   
  Complaint: 22335810
  
  Although I don't agree with your policy, I understand that this is how the company operates. I would like to work towards a resolution as mentioned; what are the options? 
  
  Sincerely,
  
  Nahome *****-********

  Business response

  30/10/2024

  Customer has been sent a service change form as a resolution to this situation. 

  Customer response

  30/10/2024

   
  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,
  
  Nahome *****-********

• Initial Complaint

  01/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The business has been over charging customers to fill propane tanks for years. They consider ever 30lb propane tank to weigh 3o lbs empty. If you go in with a completely empty tank they will fill it correctly however if you go in with a partly full tank they will over fill it and over charge for the propane. Eg. If the tanks actual weight is 23 lbs as stated right on the side of the tank and you have 7.5 lbs of propane already in the tank they say you only have .5 lbs of propane since they consider the ** is 30 lbs. I have argued this with them many times but they cant get it or theyre ripping people off on purpose. I for one dont want to pay twice for propane that is already in my tank.

  Business response

  02/07/2024

  Wed like to assist get this moving in the right direction for some resolution.  Please confirm if you are get your tank filled up at one of our gas stations in the Okanagan.

   

  Customer response

  03/07/2024

   
  Complaint: 21920946
  
  I am rejecting this response because:
  Not all Super Save Gas locacted in ************ or Kelowna use the same method to measure the propane left in the tank. 
  I tried to explain how but the answer I got was well thats the way we do itwhich is different than other stations This particular station has to show me the way they arrive at the propane already paid for in the tank to be filled has changed so as not to rip consumers off

  
  Sincerely,
  
  ***********************

  Business response

  15/07/2024

  Please advise which gas station this problem occurred at so we can have the area manager contact you and alleviate your concern.

   

  Customer response

  20/07/2024

   
  Complaint: 21920946
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  31/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been a long time customer of **************************, ** years to be exact.- We no longer require the services and bin provided by supersave.- With our contract it states: cancellation must be done "providing not more than 120 days and not less than 90 days written notice prior to end of deal"- I send a letter to the company which they receive on the 91st day. well within the window of cancellation.- They refuse stating I had not made the window of cancellation, which I received by mail after the "window" had closed.- 91 days is within their arbitrary window of cancellation. Yet here they are playing games with me.- I do not appreciate these business practices and quite frankly find them close to being a scam.

  Business response

  17/06/2024

  Dear ***;
  
  We have received a registered letter from you on April 5, 2024 indicating that you would like to cancel your disposal service with Super Save Disposal (*******) Inc.  
  
  We are unable to accept your cancellation request at this time and ask that you review Section 2, Term and Renewals of your Service Agreement for the appropriate protocol to terminate your agreement; this will include the delivery of a registered letter to our head office within the proper timeframe. 

  Regards,

  *****

  Customer response

  18/06/2024

   
  Complaint: 21778599
  
  I am rejecting this response because:

  it is contradictory. This will become a legal matter. 
  
  Sincerely,
  
  ***********************

  Business response

  20/06/2024

  Please note we have further reviewed this request and will be removing the bin without penalty as a valid cancellation.

• Initial Complaint

  28/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract for super saver to takeover my waste disposal but the next day learnt that it was actually double the price of my current waste disposal company. I called the sales person and she said she could do nothing about it as I signed the contract which I quickly replied that I was well within the cancellation/cooling off period and then never heard from her again. I just received an invoice for waste disposal and they havent even delivered the bins.

  Business response

  17/06/2024

  You have contracted Super Save Disposal ********* **** (Super Save) to commence on May 31, 2024.The current term of this agreement remains in effect until a future date.  As such, we are unable to accept your cancellation request at this time. We can, however, offer you the following options:
  
  Transfer the Service Agreement to a new location
  Assign the Service Agreement to a willing third party
  Buy out the remaining balance of the Service Agreement

  Regards,

  *****

  Ref 708482

• Initial Complaint

  08/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had an employee who was not authorized to sign a contract, do so back in 2015 or 2016.When the term of that contract expired we tried to end the service only to be told that the auto renewal had kicked in because we did not notify in time and by the method they demand. Since they would not let us out of the agreement, we renegotiated an amended agreement that expires in April of this year (side note, the contract expiry date on the agreement is *****, yes exactly as it is typed). We have provided as per their instructions the notification they require, in the time frame they require and received an email back confirming they had received the request and someone would be in touch in 3-5 days. I have tried over the past two days to reach someone and confirm the cancellation with no success. Keep being told they will call me. As I have zero trust in this company based on previous experience as well as other companies experiences, I want confirmation that the agreement has not been renewed and the bins will be removed from our business in April. I have also asked for a specific date. Extremely difficult company to do business with!!!

  Business response

  11/03/2024

  There is a method of cancellation specified on the agreement. The customer is responsible for cancelling the agreement if they do not wish for it to renew. Our Customer **************** will be in touch regarding next steps.

  Customer response

  11/03/2024

   
  Complaint: 21400632
  
  I am rejecting this response because: I followed the directions given to me by Super Save. I have not received a call etc. only an email basically telling me they do not accept our cancellation and if I want out of the contract I must pay a fee or complete term of the contract which I am trying to do. I want confirmation that they will cease billing in April ( this is when the agreement ends) and remove the bins. 
  
  Sincerely,
  
  ***********************

  Business response

  20/03/2024

  There is a method of cancellation clearly specified on the agreement. The customer is responsible for cancelling the agreement if they do not wish for it to renew. In this case, the customer did not send in cancellation as required under the agreement. The customer did not send a registered letter to cancel and did not send within the ****** day window. The terms of original agreement have remained unchanged since the agreement was signed in April, 2014.
  

  Customer response

  21/03/2024

   
  Complaint: 21400632
  
  I am rejecting this response because: We have been trying to end this agreement since 2019. They are completely aware of our desire to not renew and have been since then. I am not even sure the terms they are referring to are legal. 

  I was instructed by the sales rep ***** and **** her boss to send in the cancellation on March 1, which I did, a full 45 days prior to the end of the agreement. Neither employee is still with Supersave as they have a tremendous amount of turn over at least locally. When I notified the company of our desire to end the agreement at the completion of their second 5 year auto renewal they were to respond in 3 - 5 business days, instead I had to chase them. 

  We will be testing the legal standing on their contract and terms contained in the contract.

  We fill we have more than lived up to paying for the services that they provide, have done more than we should have to deal with their insane contract and its terms (again signed by a front line employee with no ability to bind the organization but they again you say that is not "your problem'.

  Lets just bring this to an end civilly and move on!

  
  Sincerely,
  
  ***********************

  Business response

  02/04/2024

  Dear *****,
  
  There is a method of cancellation as specified on the agreement and the customer is responsible for cancelling by registered mail as required under the agreement within the proper timeframes which was was not done.  The current term of this agreement remains in effect until a future date.  As such, we are unable to accept your cancellation request at this time. We can, however, offer you the following options:
  
  Transfer the Service Agreement to a new location
  Assign the Service Agreement to a willing third party
  Buy out the remaining balance of the Service Agreement

  These options were all clearly outlined to you by our ******************************* and our position hasn't changed.

  Ref 704171

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract in ******** with Super Save Disposal Nov 21, for 3 yd garbage and 3 yd recycling bin for a total $323. On Dec 27, while on holiday, 2 business days before my service was to begin, the rep called me that they couldnt provide a recycling bin and in lieu would provide 4 96 gal totes. Pricing would be similar. My previous waste contract ended Dec 28 and their bins had been removed. Without the time to find an alternative, I accepted substituting totes for the bin. Problems ensued. Unlike a bin, they were unlocked. After several emails, locks were installed, but confusion remained about which totes were for paper or plastics. There were to be totes for each but, no designation as to what materials would be placed in which. I returned in late January to find invoices charging for both the recycling bin and the recycling totes. Worse, the totes were 3 times the bin cost. After emails and calls to them, I received an email Feb. 15 that the bin charge would be credited, however, this has not yet appeared on my account. I was also told I would receive a months free service for signing a 3 year contract. Again, no credit yet. On Feb 8, with these issues unresolved, I asked that my contract be terminated. I could only leave a voice mail with the retention department or email, as they would not accept phone calls. After 6 days and numerous voicemails and emails, on Feb 14, my request was denied by email. Since, I have been embroiled with their retention **** that's only bullied me, demanding $11,000 to cancel in the 1 callback l received. The totes remain unresolved. We must segregate the materials but Super Save has not yet established a workable protocol to facilitate that. The totes are indistinguishable and the materials get commingled. Super Save should have informed me when the contract was first signed that they couldnt provide a recycling bin. Instead, at the last minute I was only presented with an expensive alternative, BAIT AND SWITCH!

  Business response

  11/03/2024

  Thank you for taking the time to notify us of this issue.  We value your patronage of the disposal services provided by Super Save and sincerely regret that your concerns were not addressed quickly. Super Save intends to contact the customer and offer a viable solution that will work for both parties. 
  

  Customer response

  13/03/2024

  Here is my permission for you to update your complaint system with the resolution to my complaint with Super Save Disposal:
  
   
  
  After notifying Super Save Disposal that I had filed a complaint with BBB, I received a call from the person with whom I had the discussion regarding the problems with recycling totes. We resolved that the recycling totes would be removed and that that portion of the contract would be annulled and I would continue with their garbage disposal services per the remainder of the contract.  I found this to be a fair and satisfactory resolution and expressed my appreciation that they had agreed to this solution.

• Initial Complaint

  13/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been a customer for over 7 years and the previous owner before ** was a long time customer as well and I only started doing business with Super Save due to the tanks already being on the property. If only I had known better, I would have made them take the tanks off immediately. We recently received *********** to our property and because of this, I decided to change my furnace from propane to natural gas so I cancelled my service.I called to arrange the removal of the tanks and was told that the removal cost would be offset with the propane that was in the tanks, both tanks were over 55% full.Shortly after the tanks were removed, I received an invoice for the service so I called the accounting department and asked them about the credit, the lady said she would look into it and get back to me. I waited two months and no return call so I decided to call back, the lady that helped me the second time called me back and told me that all credits must be approved by president or some other senior leader. I asked her how long that would take and she said 3-4 months....yes 3-4 months. My tanks were removed in November and here we are three months later and still no refund. I find it peculiar that all their invoices are due upon receipt yet refunds take months, my gut tells me that they do this hoping people forget about their refund so they don't have to pay it. I would not recommend this company to my worst enemies, they are horrible to deal with. Not one interaction with them was positive. When I spoke to the accoiunting department, I sensed that they got alot of calls like mine.Go elsewhere!

  Business response

  13/02/2024

  Hi ********,

  Thank you for raising these concerns and sincerely regret that your concerns were not addressed earlier. We have reviewed the account and a cheque for the balance left on your account is being sent out to you this week.

  Regards,

  *****

• Initial Complaint

  15/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We had ordered a 6 yard bin and specifically asked for the bin on the website that was 5ft wide. When delivered it was the 6ft wide bin. When I asked to have it swapped I was then told that the 5ft wide bin did not exist. I accepted this and told them we cannot use their services. The representative was not helpful and simply told me they would take the bin and bill is for the 2 year term and was not very nice about it. I could not understand why they were acting this way. I am happy to pay for the one time bin. I have attached the picture from the website. No one informed me at the time of the agreement that this bin did not exist. In fact the representative said I did not ask for it and she has been doing this for 20years.

  Business response

  18/01/2024

  We trust you can understand that the bin sizes featured on our website use average dimensions. We had offered to swap out the bin for a smaller sized bin at no charge, but that option was rejected by the customer.  We here at Super Save Group are committed to providing you with the service you have not only contracted, but that your site deserves. We thank you for your patience and if there are any additional questions or if there is anything else I can help with please do not hesitate to let me know.
  

  Customer response

  18/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I did not deny a smaller bin, All said I would take the bin as long it was a smaller width. When I was told that the width advertised does not exist I simply said there would be no point in swapping it out. All I am asking is to have our service removed until we can find another spot to put a bin that is not in the middle of our driveway. I do not feel this was an unreasonable request to make.

  
  Sincerely,
  
  ******** ****

• Initial Complaint

  30/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Nov 2nd, ********************* reached out for assistance finding out which tenant to charge for a propane fill that she said occurred in October. My previous tenant (****) had moved out Sept 30 but if she had not cancelled her account she should be charged. The delivery ticket stated **** as the customer. I advised ****** to reach out to ****. (see email thread)****** had my account (that hasn't had a fill up since January 2019) charged with the invoice (******) amount of $361.20. There wasn't prior notice to me being charged.After further discussion with *********************** (A/R) and ****** - they provided the delivery receipt which is date stamped July 17th, 2023. At this time, **** (customer # ******* was the tenant. When I pointed this out, the employees advised me that the delivery slip was wrong, (and its not them that is wrong). The billed amount was not authorized by me and I should not be charged for this invoice. The tenant that had an active account during this time should pay the invoice.

  Business response

  04/12/2023

  As the homeowner you are responsible for any propane fills similar to any utility company. If you think your previous tenants owe for this invoice it would be between you and them to figure it out. Alternatively if you have a new tenant perhaps you can work out payment with them for the propane in the tank.

  Customer response

  05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  - the tenant was living in unit on the date indicated on the delivery slip 

  - the tenants name was on the delivery slip

  Therefore this is between the company and their other customer. Thats not my responsibility to mediate. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  16/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Have purchased property that has a leased tank from previous owner, we wish to use another provider. Have requested to have tank removed.Not responding to situation, has been asked several times to remove propane tank as we do not want to use their services.

  Business response

  05/12/2023

  We thank you for bringing this to our attention and apologize for any inconvenience this has caused. We thank you for your patience while we work to resolve this.

  Customer response

  05/12/2023

   
  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,
  
  ************************************ ******

*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. ↩