A former employee of a Murfreesboro recycling company is speaking out with a message to thousands of customers.
It’s been two months since the News 4 I-Team reported on All In One Recycling. After we got involved, the owner apologized for allowing customers’ recycling bins to overflow. He also promised refunds.
Dinah Ford, who worked for the recycling company, said when she saw our investigation this summer she had to come forward. She believes customers won’t see a dime, something the owner disputes.
Becky Matthews is among the thousands holding onto hope even, though she paid $150 for service through October and hasn’t had her recycling picked up since August.
She remembers what the owner of the company told the I-Team in August.
"We're sorry and we're going to make it right,” said Jeremy Harrison, the owner of All in One Recycling.
Ford worked as a receptionist from May until August and believes customers like Matthews won't ever see that money. When she was there, she said customers were on automatic renewal whether they wanted it or not.
“Why were people still being charged?” the I-Team’s Lindsay Bramson asked.
“He has it set up in the computer where it's just like automatic renewal. I had customers tell me, ‘This is a one-year payment. Do not charge this credit card again.’ Why couldn't you just go in and cancel it yourself? He wouldn't allow me,” Ford said.
And several customers said they continue to be billed even though they haven’t been refunded. Ford said there are plenty of customers.
"When I started I had over 3,000 emails,” Ford said.
Emails from customers who wanted to cancel their service. When she was fired, she took with her what she said is proof of all the people owed money.
"I had people who wanted refunds, I have people who wanted cancellations,” Ford said.
Including one where the customer told her it’s been four months since he moved and he's still waiting on his new bin. He asked for a refund for service he said he's not being provided.
“People would tell you please don't charge me again?” Bramson asked.
“Please do not charge me again, yes,” Ford said.
“But were those people charged again?” Bramson asked.
“Yes they were. That's why the calls continued to come,” Ford said.
"Every day was over 200 calls. It was just back to back, back to back,” she added.
Ford said she was told to keep everyone’s information on file. She said she was fired when she started questioning the owner about the money.
When the I-Team asked back in August why people weren’t getting their money back, Harrison said, "If they're owed money and they want a refund, then we're going to give them that.”
After trying for days to reach Harrison for comment, the I-Team received an email Thursday morning saying in part, "We have been issuing refunds and extending free service to those people that want to give us another chance. We have had consistent pick-ups since we spoke last and have implemented new processes that have taken care of the billing issues that some customers faced."
But for Matthews, that hasn't happened yet. In the meantime, she's thankful this former employee came forward with what she knew and hopes she and others get their money back soon.
“I’m glad that she spoke up and spoke about what the company is doing though. I thank her for that,” Matthews said.
The I-Team first reported between May and August of this year that a half dozen complaints were filed with the state. The company also has an "F" with the Better Business Bureau.
All in One Recycling services about 5,000 customers throughout Williamson and Rutherford counties.
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