Allied Waste Customer Care really Cares!
, 2004
After a Bumpy Start, Allied Waste Delivers
Recently, I received a "Red Tag" notice on my trash bins for non-payment of the waste removal fee to Allied Waste - my trash service was discontinued. Wow, deja-vu all over again because I had gone through a simillar episode with H&C not too long ago.
My first emotion was one of frustration. After hearing stories of abandoned trash, I braced for the worst as I proceeded to call the Toll-Free Customer Care number on the Red Tag - it was around 10:00 a.m. on our trash collection day. The phone rang twice and a very nice customer service representative answered the phone. Although I was frustrated when I called, the customer service representative never lost his cool, was very patient, and most important, he took the time to hear me out.
As we proceeded with our conversation, the customer service representative tried in vain to locate my name on his system. He found the right address, but wrong name. He quickly updated his system to reflect correct name, address, and phone number for my customer account. To finalize, he offered me the option of either mailing in the amount due or of paying via Credit or Debit card over the phone. Fearing my trash would languish for a week until the next collection day, I immediately exercised the pay-over-the-phone option. Overall, my experience up to this point had been smooth; my account now reflects accurate information, I am paid up, and all of this taking a little over 5 minutes.
“Approximately 40% of the residential and commercial account information is missing from the dataset that Allied Waste received from H&C when it took over the waste disposal contract for the City of Hawthorne”
Now came the 64 Million Dollar question, I asked whether or not my trash would actually be collected this same day. He told me that he would alert the supervisor in my area to arrange a same-day removal of my trash. I was skeptical and asked the customer service representative if he could assure me that my trash would be picked up that same day. He politely confirmed with me that my trash would be picked up.
Sure enough, by the time I arrived at my house a little past 3:00 p.m., my trash bins were empty. About 10 minutes later, a waste disposal truck came by to make sure that all containers had been emptied. Wow!, I was impressed by such curteous and efficient service.
I contacted Allied Waste Corporate offices to find out why I received a Red Tag in the first place. I was told that I was a victim of incomplete information. When H&C turned over the waste disposal operation to Allied Waste, they were supposed to transfer all functions, including complete records of residential and commercial customers. It turns out that the records were incomplete; approximately 40% of the residential and commercial account information is missing from the dataset that Allied Waste received from H&C when it took over the waste disposal contract for the City of Hawthorne. The incomplete records list the wrong service address, names that do not match up with the service address, mis-matched account numbers and so forth.
As luck would have it, my account was part of that incomplete batch. As a result, residential and commercial accounts with "orphaned records" are receiving "Red Tag" notices, but not because they do not want to pay, it's because Allied Waste does not know who or where to send to bill to. These customers are like me, lost in the 40% limbo
Allied Waste had to hit the ground running, picking up where H&C left off. Trash has to be removed on schedule. Therefore, they are proceeding as best they can, and correcting whatever is missing along the way. The incomplete information will undoubtedly lead to more Red Tags until the residential and commercial accounts are reconciled. But thanks to very responsive and attentive Customer Care staff, the solution is just a phone call away. I am a true believer - Allied Waste cares!
If you are experiencing issues with your service, contact Allied Waste Customer Service at (888) 742-5234.
If you have suggestions on how to improve your service or would like to comment on this story, send us a note through this link...