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Complaints Policy

Last updated: July 31, 2026

Haul & Go Junk Removal & Hauling is an owner-operated business, and that means complaints are not routed to a call center or a ticket queue — they go to the people who actually did the work, and ultimately to the owner, Ariel Golan. We would rather hear about a problem and fix it than have you quietly walk away unhappy. This policy explains how to raise a concern and what you can expect from us when you do.

What This Policy Covers

This policy applies to any complaint about our services or conduct, including missed or late arrivals, damage to property, billing disagreements, the condition an area was left in, how an item was handled or disposed of, or the behavior of anyone on our crew. It also covers concerns about this website or how your personal information was handled.

How to Make a Complaint

Choose whichever is easiest for you:

To help us resolve things quickly, please include: your name and contact information, the date of service and the city in Broward County where the job took place, a description of what went wrong, photos if the complaint involves damage or an unfinished job, and what outcome you are looking for.

What Happens Next

  1. Acknowledgment. We will acknowledge your complaint within 2 business days — usually the same day.
  2. Investigation. We will review the job record, talk to the crew involved, and look at any photos or documents you provided. If we need more information, we will ask for it once, clearly, rather than going back and forth.
  3. Resolution. We aim to resolve every complaint within 10 business days. Depending on the situation, resolution may include returning to complete or correct work, repairing or paying for verified damage, correcting a billing error, or a straightforward apology and an explanation of what we changed so it does not happen again.
  4. Follow-up. We will confirm the outcome with you in writing (email or text) so there is a clear record.

Escalation

If you are not satisfied with the initial response, ask for the complaint to be escalated to the owner. Ariel Golan personally reviews every escalated complaint and will contact you directly. If we still cannot resolve the matter to your satisfaction, you have the right to contact outside agencies, including the Florida Department of Agriculture and Consumer Services (FDACS), which handles consumer complaints statewide, or Broward County consumer protection resources. Nothing in this policy limits any rights you have under Florida law.

Fairness and No Retaliation

Every complaint is handled respectfully and in good faith. Making a complaint will never affect how we treat you as a customer — some of the customers we value most are the ones who told us hard truths early.

Records and Improvement

We keep a record of complaints and their outcomes and review them to improve how we train, schedule, and communicate. If a complaint reveals a gap in our process, we fix the process, not just the single job.

This page is provided as general information only and is not legal advice. For advice about your specific situation, please consult a licensed attorney.