Even though this is a local issue in Gwinnett County Georgia, it could be affecting other unsuspecting customers in the United States. How can a company charge you a deactivation fee when they are discontinuing service? The company I’m referring to is Waste Industries, one of the largest Solid Waste Collection Agencies in the south, with reported annual revenue of over 100 million dollars. This is the company that I regretfully have had my service with.
In yesterdays’ post I gave a little background on a situation that is happening here in Gwinnet County Georgia. Gwinnett is limiting the number of trash collectors in unincorporated Gwinnett County to just two. We have had several trash collectors (one of which is Waste Industries) who either did not bid, or lost their bid, to continue service in Gwinnett County. I really wanted to give this post then, but I’m glad I waited until today. First of all I was able to give some background to those who are not aware, and secondly, there were some announcements made public this morning.
As you probably can tell by now, my service provider is/was Waste Industries. I received my final bill from them on Monday which should only reflect coverage through the end of the year. I was enraged when I saw the bill included a $23.50 deactivation fee. How could they charge this? I did not deactivate my service, they did. I was not in breach of contract in any way, and my bills were always paid on time. If anyone is in breach of contract it would be Waste Industries for not being awarded the contract through Gwinnett County. As far as I’m concerned they would still be welcome to pickup my trash if they had won the contract. Wanting to get to the bottom of this I wanted to check the Terms of Service on their web site. I found a big link just for those people in Gwinnett County. I found this following explanation from the CEO “Jim Perry” to be laughable.
Dear Valued Customer,
Waste Industries has enjoyed providing service in Gwinnett County for the past thirteen years and I would like to take this opportunity to thank each and every one of you for your loyal patronage. Regretfully, Gwinnett County has elected to take away your right to choose a waste hauler, and we will not be allowed to service you after December 31. Please be assured, however, that we fully intend to continue to provide outstanding service through the end of the year.
While we understand that this transition may cause you some inconvenience, please understand that this situation is solely a result of Gwinnett County’s action. We also ask that you consider the impact this will have on our local employees and their families. As a result of the County’s decision we are forced to close our Atlanta East branch. We are making every attempt to find jobs for these hard working men and women but, unfortunately, many of them will be without a job at the end of the year.
Your last invoice from Waste Industries will include an account deactivation fee. Please allow me to explain this charge. The modest $23.50 charge is a demobilization fee and not a rate increase. We regret being unable to issue advance notice of this fee, but Waste Industries was not informed that it had not been given the right to continue to provide service in the county until November 5. The short notice that we are now required to be out of the county by January 1 has placed substantial hardships on us. The fee addresses an array of additional costs and difficulties including, but not limited to:
• Demobilizing an entire branch.
• Extending employee COBRA health benefits beyond employment.
• Protecting a workforce that knows it will no longer be needed.
• Recovering assets.• Setting up call centers to deal with inevitable transition issues.
• Collection of accounts receivable in a short period of time.
As you can see from the examples above, the costs incurred by Waste Industries to demobilize will far exceed the amount it will receive through the deactivation fee.
We appreciate your understanding in this matter and hope to have the opportunity to serve you in the future.
Sincerely,
Jim Perry, CEOWaste Industries
Mr. Perry guess what, those bullet points are called a cost of doing, or not doing business. Most of which you would still have if you continued service in Gwinnett or not. You address me as a “valued customer”, and you thank me for my “Loyal Patronage”. Do you think I am a fool? I guess you don’t value my being a customer enough to win the contract. It is also obvious that you don’t want my loyal patronage to write to, or petition, Gwinnett County on your behalf. Obviously, you want to show thanks to your “loyal customers” by sticking us with the bill that finances your cut and run. If you had been awarded the contract, or even a portion of it, would I still be a valued customer and be paid an appreciation fee? I would bet not!
Well, I am not about to take this laying down. I sent a firm, but polite email to Gwinnett Clean and Beautiful regarding this issue Tuesday. Shannon Waldo from GCB kindly responded to me on Thursday with the following:
As Gwinnett County noted publically yesterday, they officially notified Waste Industries that they have allegedly violated the Gwinnett County Solid Waste Ordinance by charging an unauthorized de-activation fee. We cannot advise you to pay the fee or to not pay the fee, all we can advise is to direct your inquiry back to Waste Industries. Gwinnett County has stated that it will take any and all actions authorized by the Ordinance and law, including calling waste Industries performance bond.
Shannon Waldo
Program Coordinator
Gwinnett Clean and Beautiful Services, Inc.
770-822-5187 Phone
770-822-5179 Fax
http://www.gwinnettcb.org/
http://www.gwinnettcbservices.org/
I further inquired with her if any other company was trying to charge the same sort of deactivation fee. Her reply was that Waste Industries was the only one. I think if there was some sort of legal way to do this all of the companies would be doing it. I then called Waste Industries at a local number I found (678) 328-1650. I informed the person on the phone that I had no intention of paying that fee. He asked me for my address and said OK. He definitely did not want to talk about the issue but when pressed for some answers he would only say his company informed him it was totally legal for them to charge that fee. I don’t think this will be the end of it. This morning Benjamin Thomas, a lawyer representing Waste Industries, posted a reply to the allegation of Gwinnett County about Waste Industries violating a County Ordinance. In it, he defends the company’s action by stating, the additional fee does not fall subject to the ordinance because it is not an increase of the rate. He continues to threaten Gwinnett with legal action if they call in the $150,000 performance bond. The battle continues.
As for me, I have canceled my automatic bill payment and will be paying it manually. I don’t mind paying for services rendered, but my remittance will not include the deactivation fee. I will however include the following letter:
Dear Waste Industries,
Your attempt to levy a $23.50 deactivation fee to my final bill is unacceptable, and per Gwinnett County’s notification to you on 18-Nov-08, may not be legal, to the extent that they have mentioned revoking your $150K performance bond. Your response to this notification posted on your website today states that this is not a rate increase but an additional fee. I would have to argue. Per Mike Ingle, as interviewed by AJC, and Jim Perry CEO, this fee is to cover benefits to employees and other items related to loosing business in Gwinnett. These items as described are normally considered normal costs of doing business and are already reflected in your rate. I don’t mind if you keep your branches and employees in Gwinnett, so as far as I’m concerned you don’t have to fire anyone or shut anything down. Feel free to use these resources to service customers in neighboring areas where you are permitted to do business.
By no fault on my part were you unable to competitively bid for my business. If you and your employees are unable to continue my service due to contractual issues with the county, I was not in breach of any agreement. In fact, as a paying customer in good faith your fiduciary responsibility belongs to me, and if any breach of agreement has been committed, it would have been by your Company in failure to continue service. Gwinnett County may have given us both a raw deal. You lost my business and I lost the advantages of a free market. However, it is not my responsibility to recover your costs of doing business.
I explained my intention on this, to one of your representatives when I made a phone inquiry. He took my address and it was OK. I therefore, will pay my December bill as I always have, minus the $23.50.
I assure you if you try to impact my credit, place a lien against my property, or have a collection agent contact me, I will pursue legal action against you. I have been in contact with Gwinnett County regarding this as well, and I will be forwarding them a copy of this note later this morning.
Sincerely,
Michael Gill
I can not tell you what will happen (or how this will end), but you are welcome to use any of my ideas in a response to Waste Industries. Please feel free to send a link to this post to anyone who might be affected.
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