Town & Country Disposal

This company is now WCA. I had a 6-yard commercial dumpster on my property for over a year with this company before they were WCA. I tried to get a dumpster brought back to my place on two separate occasions in the last few months, and this company will simply not return messages via phone or email. Most recently, I spoke with a representative, Zach Flannery, on May 30th, who said the dumpster would arrive in a couple days. I didn't hear back after a week so I left messages, both voicemail and email. I did the same after another week. Today, after 20 days, I left messages to cancel the request. Unbelievable complete lack of customer service. There must be a high level of dysfunction at this organization.

Town & Country Disposal has been my garbage collector for several years. I've never been impressed with their communication or responsiveness. The customer experience they provide is sub-par. But I dealt with it because I didn't want to go through the effort of researching alternatives. When Town & Country recently became part of the WCA Waste family, I thought I might get a better experience. But, sadly, no. Nothing has changed.

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I scheduled a dumpster and a bulky item pickup through Bulky Express and the city of KCMO (Town & Country).  The dumpster was dropped off last Tuesday 9/15/15.  I had paid for an appliance to be picked up today 9/21/15.  I called when the appliance had been taken from my driveway to tell them I no longer needed the pickup on 9/17/15.  I do not remember who I told, but I knew it was not the person I originally scheduled the pickup with . No response.   I called back on 9/18/15 at 1:22 pm and Jennifer left me a message at 2:43 pm.  I called back at 2;49 pm and left another message.  I stated that I no longer had the item and needed to change to have 2 chairs and a loveseat picked up instead, as the items will not fit in the dumpster. I did not get a call back according to my call log on my phone.  I am not sure why I had thought that the pickup was originally scheduled for Tuesday (possibly because of when the dumpster was dropped off at my home) but regardless I called them to tell them what I needed and that the item was not here.  They did not cancel the pickup and refuse to refund my money.  I was told I would pay the $30 difference between the $20 appliance fee and the $50 bulky item fee but they will not do it.  I asked to speak with a Manager or a Supervisor.  Jennifer told me that there was no one else that I could speak with, she needed 48 hours to cancel a pickup (I have no control over when someone takes something from my driveway) she is the only one who handles this and told me she was hanging up on me and did so.  The gal who I originally scheduled the dumpster through has been very nice and professional.  Jennifer with the special items....Not so much.  Apparently I should have just thrown a $20 bill in the trash....well...I guess I did.

My experience with Town & Country is bittersweet, but mostly bitter. Normally there's no problem. However when there is a problem, it's like they're doing you a huge favor just to answer the phone and talk/discuss it. I put my trash out around 730 am every Wednesday morning. I do it then because Town and Country disposal picks it up in the late afternoon/evening...always. In fact, so much so that they've set a precedent for pickup times as late afternoon. A lot of times it's even after 5 pm.
There have been occasions when they didn't pick it up. Sometimes they occur two weeks in a row. Living in the KC area for 18 years and using different carriers depending on where I lived, Town and Country is the only provider I've ever had who I've had to call multiple times because they didn't bother to pick up the trash. 
On Sept. 16, 2015 I again put the trash about at 730 am. When I came home, it was still there. And several of my neighbors trash was still there as well. It was around 6 pm when I got home so I called and left a message, advising that my trash was missed. Since their answering machine message is not very clear on what button to press to talk to someone about issues, I wasn't sure where to leave a message, so I picked "general mailbox". I didn't hear anything back so I called again on Thursday, 9-17-15. The lady who answered the phone...her name was Leigh. I let her know the problem and she mentioned that the driver came back around 730 that morning and my trash wasn't out. 
Coming by that early was a first...first time in 12 years I can remember them being there in the morning, let alone early morning. I requested someone come by and pick it up today. She told me, rather rudely I might add, that "no one was coming by. Trash has to be out by 6 am the day off pickup". Well, I put it out early for a number of years only to learn they weren't coming until late afternoon. So I modified my routine based on their behavior. Leigh mentioned, again with a very terse attitude, that the driver had something special thing that morning and the route was changed around. Of course Town and County never bothered to communicate it, despite the fact that they've been coming in the later afternoon for YEARS. Poor communication results in poor customer service. 
When I asked why no one could come by and get the trash, she said "that's the way it's done". I then asked to speak to someone in charge and she informed me that "that person is not here". I asked for a name, she said "we don't give that info out" (although I see in another review, it was given out). I then asked for the "boss" to call me back, and gave her my callback number. All of her communication with me was with an attitude. I experienced her attitude as someone who didn't want to talk to me, and it felt like she was going to have to make a big effort to simply answer basic questions, and my experience was she didn't want to exert that effort - it made it seem like she didn't even want to be there. Her tone was condescending and her attitude was one of belittling me. 
So far...no call from them (not surprising based on my other customer service experiences)
The whole customer service experience was pathetic. I was talked to rudely, with an entitlement tone of voice. By that I mean it was like she was annoyed she had to talk to me and I should just deal with it. I was very calm in talking to her, but I have to mention, her demeanor was insulting. Customer service is not something taken seriously at Town and Country Disposal. 

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I cancelled my service today. Town and Country missed my trash/recycling pickups for 3 weeks in a row. I called 3 times last week to tell them to come pick up my trash that they had missed AGAIN and we came all the way back around to the normal pickup day and they still never picked it up.  I had to wait on hold each time I called for an average of 8-10 minutes.  They require quarterly payments and WILL NOT refund me for the weeks they didn't provide service nor for the remainder of the quarter I am paid through.
This company is an absolute joke and I couldn't be more furious than I am right now. I have had some issues with every trash service I've had, but this is by far the most unfair and ridiculous experience I've had. Avoid this company like the plague, unless you are fine with paying for a service you never receive. Pitiful is the best one word summary I can provide. Providing a 1 star review, only because I can't give negative stars.  I am shocked at their rating on Angie's List, I'd say other online reviews like Google contain a more fair representation of the quality of the service they provide.

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I've been using them for the last 10 years. Every week they pick up the trash. It has been fine. They provide trash cans.

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I've never had any issues. If there is something out there that they don't pick up they will leave it. They do 55 gallons, and anything outside the barrel is $1.25 and you have to have to a sticker for extra and call in ahead. I received my sticker in a couple days.

My regular pick up day is Mondays and even if its a holiday they still come and pick up. I had to call 4 times to get the trash cans for the new house  but they were a little slow in bringing the new cans to the new house. They did pick up the trash even without the cans and they are always really good about  picking up the garbage and the recycling.

The best thing about them is that they don’t adjust their schedule when there is holidays and stuff like that, so it is the best thing.

We went with them mainly because of the ability to recycle. The service is excellent. They will pick up your garbage even if it is a holiday.

They are very good. The come pick up the trash every week no matter what. They are very nice.

I live in the country and I pay $53 every three months. They provide me with a roll cart to put a garbage bags in. So, the garbage does not get spread over the yard. Once, the cart was broken. I had to wait forever for them to get me a new cart. They pick up the trash the cart on time, though. However, it is difficult to get them do anything beyond that. 

They rock. they take everything and put the cans back where they belong. They are good .

They do an excellent job. My neighbors starting switching to them, so I gave them a try. They are cheaper then the other company I used to use.

It is a private company. I like their cost. Overall, they have a very good service. They pick up on holidays. The thing I don't like is that they throw my trash cans around and they end up in the street, which is an inconvenience to drivers. The overall experience is good. I think the office personnel are rude. I have no reason to want to change services.

They are fine.  We have stuck with them because they continue to pick up the leaves and stuff.  Some of the ones don’t take the yard waste like that at times.

They are wonderful and we love them. They come every week no matter what the weather condition or holidays. They are very dependable.