Groot Recycling and Waste Services "Nancy" - AR Manager TERRIBLE CUSTOMER SERVICE! 250K households serviced each week holding my $300 over payment hostage for 10 business days no concern for the financial hardship this causes to this single mother Nancy - Elk Grove Village, Illinois

I was contacted by Groot on 03/01/12 to advise they received a $340. payment on my account. When entering a $34 payment through their website I failed to notice the pre-filled zero in the payment field wasn't overwritten by my entry. Upon calling back I was told they would hold the additonal $306 for 10 days before refunding.

I asked them to make an exception since this error would cause a financial hardship for me.  The representative asked her boss and returned to the call saying they would not waive the waiting period.  I asked to speak with the representative's boss - "Nancy - AR Manager" could not be less sympathetic. I explained I am a current customer and don't have the ability to choose a service provider since they are contracted with the village where I live. She refused to waive the waiting period.

 I asked to speak with her boss, finally being connected with the "Stephen - Controller".  He tried to say my payment would not be received by them for several days since it was made via ACH - [Federal Reserve Bank Automatic Clearing House] I advised I was aware of how ACHs worked and that the funds are available the day after payment is made. He said they would waive the $30 returned payment fee if I stopped the payment with my bank.

I contacted my bank and was advised reversing the ACH would take in excess of 10 business days as I would need to submit an affidavit etc. I called Groot back again speaking with Nancy - "AR Manager".  She said she had seen ACHs come back after several days due to an NSF and if they refunded me now they could be out twice if the ACH rejected.  I advised I was a current customer and since they are contracted with my village I did not have the ability to change providers so it would be a low risk to return my funds immediately. She again refused stating they have received customer's mortgage payments - "thousands of dollars" and made them wait for refunds too.  

I asked if the hold would be 10 calendar days or 10 business days - she had to call her bank to inquire. When she called back she started the conversation stating "you're not going to like the answer" and advised they would not return my funds until 03/14/12.  She stated her bank advised the policy was "a good policy" and that the CEO of Groot - John Garrity - also agreed not to waive the waiting period.

Nancy repeatedly talked over me and at one point said "it's not like we made the error".  Absolutely absurd to make such a comment to a customer in my opinion.  I told Groot I would contact my village to encourage them to to consider sending out RFPs for new service providers since Groot chooses to treat their residents so poorly. Their website says they serve over 250K households every week - but they can't take the low risk of releasing $300 to a current customer?!?  

I am a single mom with only one income.  This will cause a significant financial hardship while Groot collects funds from over 250K households.  This is not an acceptable policy and Groot needs to know this is not an acceptable way to conduct business!

We need to stand up to big corporations like this and tell them we are fed up with their treatment! It is absurd to hold $300 hostage because of a mistake caused by the functionality of their website.

I intend to follow up with my village and will encourage them to change providers.  This is extremely poor customer service and Groot does not deserve to benefit financially since they insist on treating residential customers in this manner.  Please help make my voice heard!

Terri
Hoffman Estates IL