ComplaintsforKirby's Sanitation

• Initial Complaint

  09/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up for recycling under ******* Recycling. I paid a year upfront. Under that agreement my services were to be picked up each week. This past July, Kirby Sanitation bought out ******* residential recycling. Kirby Sanitation just emailed out changing the terms of the agreement I had paid for with *******. I requested a fair pro-rated refund with my cancelation from Kirby Sanitation due to the breach of contract (as I paid for weekly service and they are changing it to bi-weekly, which in turn means I am paying double for half the work). Kirby Sanitation refuses to issue me a pro-rated refund, meanwhile I am hearing they did give other customers a refund. I had paid $300 for 12 months of service. I have 3 months left, September, October and November that I had paid for. I am requesting a refund of $75.

  Business response

  09/04/2024

   To Whom It May Concern:
  
  Kirby Sanitation purchased the residential recycling customer list/route from ******* effective July 1, 2024. However, Kirby Sanitation did not receive any accounts receivable or compensation for prepaid services as part of this transaction. Despite this, we agreed to honor services through the end date that each customer had already prepaid with *******.
  
  ******* previously provided weekly recycling pickup. As of October 1st, we are transitioning to an every-other-week collection schedule. We were fully prepared to continue collecting *** ******* recycling through the period he had paid for, which runs through November 2024. This would have included weekly collections in September and every-other-week collections in October and November.
  
  Understanding that *** ****** was unhappy with the change to an every-other-week collection, we offered him a second recycling cart at no additional charge. This would have provided him with the same recycling capacity as the previous weekly collection service.
  
  I am not aware of any contracts requiring us to provide weekly service, and I see that *** ****** did not attach any such contract. Additionally, the invoice does not specify a specific collection schedule.
  
  At Kirby Sanitation, our policy is to offer prorated refunds to our customers because we believe in treating customers as we would like to be treated. This policy is rare in our industry and in most subscription businesses. However, since Kirby Sanitation has not received any payment from Mr. Morris, we are unable to provide a refund.

  Please let me know if we can be of any other assistance in resolving this complaint.

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  From their own response: "Kirby Sanitation purchased the residential recycling customer list/route from ******* effective July 1, 2024. However, Kirby Sanitation did not receive any accounts receivable or compensation for prepaid services as part of this transaction. Despite this, we agreed to honor services through the end date that each customer had already prepaid with *******."

  Kirby Sanitation admits they purchased the customer list, which means they took responsibility for the new customers that they took over from *******. I paid for weekly recyclable pick ups through the end of November.  With Kirby switching to bi-weekly pickups, they are doing half the work that I paid for, for the same price.  The invoice I provided from ******* does not need to say it was for weekly service, however weekly service is what was provided by *******, and Kirby had been picking up the service weekly since they took over up until the end of September.  Kirby says they want to honor the ReWork customers yet are unwilling to give a prorated refunds for justified cancelations from unhappy ******* customers.   If they paid ******* to take over their business then they are responsible for refunds from those customers as if they were their own.  Kirby's response on why they would not issue the refund absolutely makes no sense.  Why would ******* pay Kirby for Kirby buying their customer list?  That is ridiculous and a poor excuse.

  
  Regards,
  
  ****** ******

  Business response

  09/06/2024

  To Whom It May Concern:
  
  Kirby Sanitation is not willing to offer a cash refund to *** ******, as we believe it would be unfair to our other customers with whom we have been able to reach amicable resolutions, within our policies, without the need to escalate the complaint to the BBB. However, we remain committed to finding a fair and reasonable solution just as we always have. Below are the options Kirby Sanitation is willing to provide to resolve this complaint:
  
  1) Continue service for the period you have paid through. Kirby Sanitation will provide weekly recycling collection through September with one 96-gallon cart. Starting in October and continuing through November, service will switch to every-other-week collection with two 96-gallon carts. (This solution has been previously offered and rejected.)
  
  2) Continue service for the period you have paid through. Kirby Sanitation will provide weekly recycling collection through September with one 96-gallon cart. From October through November, service will switch to every-other-week collection with one 96-gallon cart. Additionally, to compensate for the frequency change, we will provide three additional months of recycling service at no charge.
  
  3) Provide WEEKLY collection for the full period already paid for. Kirby Sanitation will maintain weekly recycling collection with one 96-gallon cart through November.
  
  4) We will donate $75 to any charity of your choice in lieu of the above solutions.
  
  We hope one of these options satisfactorily addresses your concerns and resolves the issue.

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  

  I would have accepted option 2 if it was presented to me as an option prior to now, but given Kirby has already picked up my recyclable bin and I've already hired another company to pick up my recyclable weekly, so that is no longer an option. Which also renders options 1 and 3 moot.  If I accepted option 4, how would I know that this company actually honors the donation, as I currently don't have much faith in Kirby Sanitation.  Also I feel like the donation is more or less just to get a tax break for them.  I still don't accept either of these options.

  
  Regards,
  
  ****** ******

  Business response

  09/12/2024

  We will be more than happy to provide you with documentation of any donation made.  If you would just tell us a charity you would like the donation made to.

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I will close this off after I get proof of this donation ($75), or if you refund me my money ($75).  This idea popped in my head yesterday, I would like you to donate $75 to Kamala Harris' presidential race.  Here is the link:  

  ******************************************************************************************************************************************************************************************************************

  If you would rather not donate to my choice, I would be perfectly happy to accept my refund.  Personally I would prefer to get my refund, but if you are willing to do this donation, I'll end this compliant.  Your choice.

  Regards,
  ****** ******

  Business response

  09/12/2024

  *** *******

  Attached is your donation receipt.  I will think of you each time I get spam mail from the ********** party now. LOL. Best of luck and sorry for the inconvenience.

  PS: If your complaint has been resolved to your satisfaction, we would greatly appreciate it if you could consider removal your ****** review. As a token of appreciation, we would be happy to send you a $75 ****** gift card as well.

  Customer response

  09/13/2024

  [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. 

  ** ** ********** ******* *** *** * ******** ** *********** *** ********** ** ** *********** ******  * ***** ******* ** ***** ******** ** ** **** ***** *** ******  **** ***** * ***** ***** ****** ***** *** *** **** ********* **** ** * *** ****** *** * **** *** ****** **** ******** ** ****** ***** ***** ****  **** ******** ** ********* ******* ***** ** **** *** *** ******** *** ***** ******* * *** *** **** ** *** *** ******* *** **** *** ***** *** ******** **** ********  ***** *** **** *** ****** *** ******** ****** *** **** ****** ** ****** **** ** ****** **** ** *** ****** ***** **** ***** *********  *** **** ** ** **** *** ** ********** *** ******** ** * ** ******* ** ** **** ** ******* **** *****

  In regards to the ****** review.  I am removing it.  Instead of sending me the $75 ****** **** ***** please send it to ******** ****** ******, where I adopted my dogs from.  That was who I initially was going to have you donate to before I became petty.  They will use that card to buy things they need for the dogs at their rescue and could use that gift card more than me.  Please send it to:  ******** ****** ******  ** *** ****  Pacolet, SC 29372.  Found off their website at ******************************************

  Regards,
  
  ****** ****** 

*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. ↩