ComplaintsforGallatin Public Utilities

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am unable to figure out if there is a way for me to access my own billing statement online. GPU has begun sending payments links before emailing the statement, and often does not send the statement at all. I believe that there should be a way to print a copy of my own statement, and that there should be clear instructions how to do so. This would include that web address and path to be followed.It seems extremely poor customer service at best, and dishonest at worst, to expect customers to pay a bill sight unseen. I guess they figure they can do what they want since they are the only game in town.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They broke our trashcan when we called they advised that we would have to pay $65 for a new one or a refurbished one should I say. Per their paperwork it says there's a 10 year warranty. We've been at this residence for three years. The trashcan came out with the house that we rent. We should not have to pay for another trashcan when they broke it in the first place we have tried several times, and no resolution, could you please help

  Customer response

  10/12/2022

  ***Document Attached***
  This is the sheet showing a 10 year warranty and the purchase date of 6/2018. The warranty was expired before we purchased the can - they should not have given me one with an expired warranty if I was a new customer purchasing a dumpster.
  See Attachment/File: Trash and water.pdf

  Business response

  10/13/2022

  The city ordinance states that the trash can is the responsibility of the homeowner. The following is what the City of Gallatin's ************* Services Overview of Solid Waste Disposal specifically states: ****************** can be purchased from the ********************* (132 West Main Street, *************) at the City's cost per container. Containers purchased from the City, come with a 10-year warranty, which the City will honor on the container. ****************** can also be purchased at retail/hardware stores, but must be compatible with the City's automated equipment.
  ****************** are the responsibility of each customer. In the event damage or wear occurs to a container purchased from the City, and is still covered under the 10-year warranty, the City will work to make the repairs necessary. If the can was not purchased from the City, any damage/replacement is the responsibility of the owner.
  Please be aware containers that are repeatedly over filled, subjected continuously to the elements, or left dirty will have much shorter life spans, than those that are properly cared for. Once containers are worn to a point that trucks have trouble servicing them, drivers will leave notice that the container needs replacing, or the container will not be serviced. Again, the container is the responsibility of the customer.
  
  We do offer a 10 year warranty on trash cans that are purchased from the city. The trash can in question here is a **** model which means it is 17 years old and out of the 10 year warranty period. A new trash can be purchased from the city for $68.
  
  I have attached the City of Gallatin's Overview of Solid Waste Disposal form which states the rules concerning this issue.
  See Attachment/File: Overview of Solid Waste Disposal Revised ******.docx

  Customer response

  10/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The rules and regulations should require the city to provide a trash container that is still well within the warranty coverage period when a new customer purchases it from them. I purchased this container in 2018 specifically from the city because it came with a warranty and was adherent to all their guidelines. They did me a complete disservice by selling me a "like new" trash can that was already out of warranty and conveniently not telling me it was already 13 years old and that the warranty was void. Now they want me to pay AGAIN FOR ANOTHER canister after the one they sold me cracked completely in the winter's cold, and will it already be out of warranty too? I'm on a fixed income and cannot afford to just drop $68 on something that I've had for four years that should still be under warranty for another 6. That is deceitful and unethical business when the paperwork attached clearly claims all dumpsters come with a 10 year warranty. Had it said it came with a 10 year warranty from the date manufactured I may not have purchased it. That would be a completely different scenario altogether. However, I was NOT informed that it was per date manufacture. I feel like it is a form of predatory theft.

  Business response

  10/17/2022

  We have gone through all trash can sales from 2018 and we have no record of you purchasing a trash can, and if you did purchase one in 2018 we would have given you a 2018 model or potentially a 2017 if it was at the very beginning of the year. We do not sell used trash cans.

  Customer response

  10/17/2022

  ***Document Attached***
  
  See Attachment/File: 8E5C13E4-7D9C-4AC3-84BE-CBB54B7252C0

  Customer response

  10/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If you have no record of our purchasing the trash can, then how do you have the serial number on file? Did you all not tell me just this last week that you show that model was purchased from you all and it was a 2004-2005 ish model?
  
  On Monday, June 18, 2018 I had to go to the customer service office and pay over $200. I remember this because I had to request the time off from work. $130 was for the water and gas connections and I had to pay for a dumpster which we received the next day. Trash ran on Thursday June 21, 2018 - we received the can 2 days prior to trash day, via delivery directly to the driveway along with a schedule for trash pickup and a 2nd piece of paper also taped to the can advising where and how to return the trashcan in the event we did not need service. I want to say that we had until trash pick up day to return it, but I could be wrong as it was a little over 4 years ago.
  
  I'm not asking for special treatment, I'm not asking for a brand new off the showroom floor dumpster, I am simply asking for a replacement canister as it cracked due to the cold and ice this last winter when the trash truck came and picked it up. The truck handle that grabs the dumpster is what cracked it.
  
  This address is a rental, and I HAD to purchase a dumpster as the one that was here with the previous tenant was picked up prior to us moving in. Her last name was also *******, I believe her first name was ******* as we still get mail for her. I do not think a "new to us" dumpster is not too much to ask. We would even take one from the 2017-2018 time frame when we moved in and purchased the one we have currently.
  
  We are not trying to be difficult or cause an issue, we just want a non cracked, non broken dumpster, like the one we purchased 4 and a half years ago. See attached receipts for connection fee and all paperwork/receipts from the 18th of June, 2018.

  Business response

  10/20/2022

  I spoke with ****************** on the phone this morning. When he originally paid fees at the Gallatin Public Utilities he was under the impression that he was purchasing a trash can, but the only place anyone can purchase a trash can is at City Hall at the recorders office. He did advise me that he rents this residence from American Homes 4 Rent. This rental company a lot of times moves their trash cans from one of their rentals to another, so I believe that the rental company is who dropped off this **** model trash can in 2018 when ****************** moved in. I explained to ****************** that he should be able to get his rental company to either bring him a different trash can or even potentially purchase a new trash can as they have for other people that rent from them.

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