An Open Letter to Jeff Ritchie and EDCO

Monday, July 14, 2003

Jeff Ritchie

Edco Waste & Recycling Services

224 S. Las Posas Road

San Marcos, CA 92069

Dear Jeff:

I am writing to express dissatisfaction in the way I was treated recently by your staff and their total lack of indifference to acting reasonably. Instead, they had their own agenda, and would not give any serious consideration to doing the prudent and most logical thing in picking up some “greens” which had been neatly tied in small bundles for the convenience of your driver. In addition, you staff appeared to make excuses for their actions by stating that they were only following policy.

However, Mr. Ritchie, the policy changed from person to person, and it seemed that policy changed to suit the whim of the respective employee.

The bottom line is that three (3) palm trees were trimmed over one month ago and it took one month for your company to haul away the trimmings, which had been cut down to lengths of less than 3 feet and tied in bundles of approximately 10” in diameter. Instead of taking the trimmings away during the first week, your driver drove right past them and did not return until after I had called in and complained to a supervisor. However, he only took a few and left the rest. On the second week, I made a visual observation of the remaining trimmings, and then after seeing the truck once again pass by, I saw that nothing had been taken. When I called to complain, a supervisor came out with a pickup truck and took a couple of bundles. He explained that he could not take it all because he only had a small pickup and not a regular trash truck. Hence, virtually nothing was removed or picked up on week two. At this time, the supervisor told me in person that the driver is limited to picking up only 8 bundles per week, no matter how small the bundles.

On week three, most of the remaining bundles were picked up, but the driver left approximately five (5) bundles. When I called, Rose informed me that the driver is limited to picking up 15 bundles per week, and that he probably left the rest because I had exceeded my quota. When I suggested that the previous week the “quota” had not been picked up, and that if he had picked up these last few bundles, it would have removed an unsightly mess, which had existed during the past month, she became indignant. She said that all she could do was to have the supervisor call me, but would not send the truck back to pick it up.

In the hope of finding someone more reasonable, I asked to talk to a supervisor, at which point Rose hung up on me as my phone went dead. I called back and went through the long waiting Queue on your phone to get a live person, at which point I asked for the supervisor. Once she came on the line, she was no more willing to discuss the problem than Rose. She blurted out the “company line” and said that the only thing she could do is refer my complaint to the supervisor.

These remaining trimmings were never picked up and they weren’t until the following week. In short, it appears that you are quick to send out your billings for services, but if you should be remiss in the performance of your duties, your company will be the only one to decide what remedy you will take and when you will correct your deficiency. What is reasonable, and what a customer may ask for, will have no bearings on when you will do the work, which you are billing for.

Your staff was rude and condescending in the way they handled my complaint. Although such conduct and attitude may becoming prevalent in our busy society, it is deplorable conduct and should not be condoned. It is contagious, as evident by the similarity in attitude between Rose and her supervisor.

I have not taken the time to write this letter to you with the intent of asking for a discount or for any monetary reward. Rather, I am writing to inform you of what is happening at your company and to suggest that some people should become a bit more flexible in how they handle situations. It should not only be done because we are your customers, but it should be done because we are people, and deserve the respect that your employees would like to receive if they should encounter us and need something from us.

Like I said, rudeness is contagious. But so is politeness. And what goes around comes around.

Sincerely,

Guy Polselli