ComplaintsforOn Site Solutions

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Site Solutions trash truck smashed my culvert and damaged about 200sq foot of asphalt above it on 5-21-2024. The complete culvert will have to be removed, new installed and new asphalt on the approach. The company said they are not responsible and offered no offset of service fees, refund, or repair assistance. The cost to repair the damage is $8500.00. The driveway is not serviceable now. The culvert is collapsed, and water may not flow through it adequately to keep water from backing up on remaining property or roads. The cost of damage and inconvenience to access property is unacceptable for a company to ignore any responsibility.

  

  Business response

  06/05/2024

  On 5/21/24 our office received an email (see attached) and a phone call from the customer who was yelling and cussing at our employee (lady) who answered the phone. He was then transferred to one of the owners who was also spoken to very abusively by the customer.  He demanded that we come out immediately and take responsibility.  The owner he was speaking with stated that he would come out to assess the damages (next day) but since it was not immediately the customer continued to speak abusively.  He was told that we would not be spoken to in this manner and the phone call was ended shortly thereafter bringing on a negative ****** review (see attached).  Next day (mid morning) the owner, in fact, did go to the site to speak with the customer and to assess the damages.  The asphalt on the surface, which has gravel below it for a subsurface, that is above the culvert was in fact broken up in approximately a 5 ft x 5 ft area due to the age and use of it. We also have video footage from our truck cameras showing the condition of the driveway before entering and after leaving.  It did appear that there was a possibility of some asphalt damage but not all of it was from our truck that particular trip per our tire marks in the pics that he sent and per our video footage. Please note that this driveway is used by many vehicles of normal weights as well as very heavy vehicles due this being a commercial site that has several different businesses operating currently and in the past. The culvert was not damaged per the inspection of the owner of On Site Solutions and the driveway remained usable. Customer was reminded of the language in the agreement, that he had signed, stating that On Site Solutions would never be liable for any damages to driveways, etc.  As you are able to see in the agreement (see attached in section 7) that we have with our customer, we are not responsible for any damages to driveways that could be potentially be caused by a ****** lb garbage collection truck.  We attempt to cover ourselves by this clause.  For better than a year we had been servicing this customer who has never told us we could not use the west driveway (mentioned in the sent email that is attached), which is closest from the highway to the dumpster(s) that we serviced on a weekly basis. In summary, On Site Solutions tried to reason with this customer but he would not have any part of it.  On 5/22/24 we cancelled his weekly garbage collection service, refunded his May 2024 payment (due to him not getting his last week of May) and removed our receptacle with our much lighter weight truck that is used for deliveries and removals via his east driveway.

  On Site Solutions has been in business for Nine years and even though we cannot make every single customer happy, we have continued to strive to.  If we had to pay for any damage of the extensity the customer made this out to be then we could not remain in business. If it is our fault and we deem it that way we always try to work with the customer and come up with a resolution good for all involved.  This was not one of those unfortunately, but we did cease to continue for it to become a larger issue by cancelling services.

  Customer response

  06/05/2024

  I am rejecting this response because: The driver and truck of Onsite Solutions caused the damage to the driveway and culvert. The driveway was not damaged prior to the incident involving the trash truck. It is not acceptable that actions of a business I compensated for service can damage my property and then claim no responsibility for it and offer no remedy options. The owner could have offered up some remedy and diffused the situation, but he chose to insult me and blame the damage on anything but his truck and driver. As it is now, I have damaged property because of the actions of the driver and truck. The ****** review and this complaint to BBB is warranted. I would not recommend any service or product that could cause damage to my property and the business not take any responsibility. The owner expressed no care or responsibility during his brief inspection. He did kick my damaged asphalt around and said my driveway was old, inadequate, and the problem was mine to deal with. Apparently, the owner thinks he is also a professional in the excavation and paving business. If I would have known this company can and will do damage to my property with no responsibility, I would have never bought their services. 

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