Complaints
This profile includes complaints for Evergreen Waste Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 46 total complaints in the last 3 years.
- 21 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/11/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I’ve cancelled service with Evergreen waste and they are not responsive. Service was canceled July 3rd and it’s Aug. 11. I have had a broken trash can since April without a lid and they never fixed the issue after multiple phone calls, emails, messages. Hence, I disconnected service. I can’t get them to do anything. At this point I feel they are using my location for advertisement and that’s not good. I want their cans removed immediately or have them pay me to house the cans.
Business Response
Date: 08/19/2025
Good afternoon, ******
I would like to sincerely apologize for the delay. Recently, our bin deliveries and exchanges have been on backorder, and we’ve been working extremely hard to catch up as soon as we are restocked. We completely understand your frustration and apologize again for the delay in repairing your bin.
Your bins were scheduled and picked up yesterday. Please let us know if there’s anything we can do to welcome you back to the EG family.Customer Answer
Date: 09/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,Complaint ID: 23730142
Initial Complaint
Date:07/10/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Evergreen broke the lid on trash container last march. Notified them and they asked for can serial number. It is now july and lid is broken completly off and rodents getting in can. I can't contact them nor have they fixed issue. They are well aware of issue..I believe they need to offer a functioning can.Business Response
Date: 07/16/2025
Hi ****,
Thank you for reaching out. We sincerely apologize for the inconvenience, this is not the level of service we aim to provide.
Your lid repair has been scheduled for tomorrow, Thursday (6/17). We also left a voicemail and spoke with someone at the number listed on your account to confirm the repair appointment.
Again, we truly apologize for the inconvenience and appreciate your patience.Customer Answer
Date: 07/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,Complaint ID: 23580277
Initial Complaint
Date:03/28/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bill for yearly services was paid in January, 2024, total was $390. We sold the home that was using this service on Apr 29, 2024. We requested a refund of 2/3 of the paid amount, $260.
My wife called 1/8/25, talked to ******* and the refund of $260 was agreed upon. The request was submitted to her supervisor who will submit to the payment department.
My wife called back on 1/15/25 as the refund was not received. Talked with Kendra who said it was still in the works and to give it another week. Called back on 2/26/25 and refund still not received.
I called on 2/27/25 and talked with Kendra who was talking to her supervisor (Lacey) at the same time. Her supervisor said she would send a check in the mail that day.
Called back on 3/27/25 and 3/28/25 as the check has still not been received. Kendra stated her supervisor is out of the office and will be back Monday. ******* and Kendra do not have any control over refunds. I will call back on Monday to talk directly to the supervisor.Business Response
Date: 04/11/2025
Hi ****,
Thank you for reaching out and sharing your experience. We sincerely apologize for the delay and any frustration this situation has caused. We understand how important timely communication and resolution are, and we regret that this process took longer than expected.
After reviewing our records, we can confirm that the refund check in the amount of $260 was sent on April 3, 2025. Our system also indicates that the check was received and successfully cashed.
If you have any further questions or need a copy of the transaction confirmation for your records, please don’t hesitate to contact us directly. We're here to help and ensure everything is fully resolved to your satisfaction.
Thank you again for your patience, and we appreciate the opportunity to make this right.Customer Answer
Date: 04/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,Complaint ID: 23128847
Initial Complaint
Date:03/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a current (paid in full) customer of evergreen waste - have been for 2+ years.
On February 2nd they had a truck in my neighborhood who mistakenly picked up my trash + recycling bins. I noticed on February 3rd and opened a 'case' with the company. They never contacted me so I called back and was told they did not have a record of picking my bins up and wanted $99ea to replace my two bins that were in their words "probably stolen".
I opened a police report at their recommendation, but found my neighbor has video of the company picking my bins up in their truck. I called back and the manager refused to take my call, while the associate I spoke with wasn't sure why they refused to send new bins as the video clearly showed them at my residence for 4+ minutes.
I left a negative Google review and promptly received a call from the operations manager - who assured me new bins would be delivered. That was over a week ago. The company now has a perpetually busy phone line where no one answers or returns calls, I am still awaiting a return call by two separate managers regarding this instance. However I did receive my 'new bill'.
I simply want them to return my cans that they took by mistake without charging me for doing so.Business Response
Date: 03/25/2025
Thank you for taking the time to leave your feedback. We sincerely apologize for the confusion and inconvenience caused by the mistake involving the pickup of your trash and recycling bins. We understand how frustrating this situation has been.
We did offer to provide you with new bins free of charge to rectify this issue, but we understand that you were not satisfied with this resolution. We respect your decision to discontinue service with us, and we genuinely regret that we were unable to meet your expectations during this process.
We appreciate your past business and, again, apologize for any inconvenience this has caused. Should you decide to return in the future, we would be more than happy to assist you.Customer Answer
Date: 03/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
I have asked the account to be closed and not been able to contact the company. See attached charges since they have taken the cans over one month ago and not closed out the account as requested in writing.
Regards,
Complaint ID: 23068655
Business Response
Date: 04/04/2025
Dear ******
I hope this message finds you well. I wanted to inform you that your account was closed effective March 28, 2025.
We made several attempts to contact you at the updated number provided on your account. Unfortunately, we were unable to reach you despite multiple efforts from different lines. Please note that any changes to an account must be confirmed by the account owner through direct communication with a live representative.
I would like to clarify again, that your account was closed on March 28, and no refunds are owed, as your bill for the upcoming quarter was due on April 1. Since the account closure occurred before that date your card was not charged and, there is no outstanding balance to refund.
Thank you for your attention to this matter. If you have any further questions or concerns, please feel free to reach out.Initial Complaint
Date:02/18/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had been paying my boyfriend’s trash removal. I contacted them January 28 because my boyfriend’s radiator busted and he had water damage in some of his rental and was moving out 2/1. I agreed to pay February trash removal ($29) and $125 for a bulk pick up on 2/1, the day he was moving out. On 2/5 we went past the house while on an errand and the bulk pickup was still present. I emailed and called the company. No response to the email and they “couldn’t find the work order” for the pick up. When I did the order they originally placed it on the wrong 1* ******** and said they would move the order and payment. I called several more times, and reached someone twice. First person saw the payment but not the order and would have a manager call me back. The manager did not so I called back again on 2/13. They could not find the payment or order this time but would have accounting refund my card. It is now 2/18 and I still do not have a refund nor has anyone called me.Business Response
Date: 02/28/2025
Good Afternoon ******,
Thank you for reaching out and providing the details regarding your recent experience with us. After reviewing your account, we would like to sincerely apologize for the inconvenience and miscommunication you’ve encountered.
We have located the payment and have processed the refund for the $125 bulk pickup. Additionally, we tried to reach you by phone and left a message, and we also sent you an email to ensure you were updated.
We understand the frustration this situation has caused and truly appreciate your patience. If you have any further questions or need assistance, please don’t hesitate to reach out.
Thank you again for your understanding.Customer Answer
Date: 03/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,Complaint ID: 22954985
Initial Complaint
Date:10/28/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I used my card to pay for my sons trash bill. It was to be used one time. Evergreen has continued to use it more than once without my permission. I spoke with them in July and now again in October. I am currently gathering all the bank statements and hopefully taking to an attorney.Business Response
Date: 11/11/2024
Goodmorning ***** we have reviewed the account and issue a refund for the amount of $210. Thank you for allowing us to resolve this issue.Customer Answer
Date: 11/13/2024
Better Business Bureau:
They only deposited 105.00 not 210.00. They owe me 420.00.
I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
Regards,Complaint ID: 22481579
Business Response
Date: 11/15/2024
Hi ****,
Thank you for taking my call today and for your understanding. I’m glad we were able to clarify the issue and resolve it. Your full refund of $210 has been processed.
Thanks again for reaching out, and I hope you have a wonderful day!
Best regards,Initial Complaint
Date:10/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This summer I accidentally overpaid Evergreen Waste Services and my 9/1 statement reflected a $35 credit on my account. After a call to Customer Service on 9/16, ******** verified not only the $35 credit but also a $9 discount I was due because of group rates in my development. We calculated that, not only was I was paid through 2024, but that my January 2025 invoice would be only $52 ($96 - 44) due to the above-mentioned credits.
I requested ******** email me a summary our conversation that day but instead received an email from Ty on 9/19 providing no explanation but an attached invoice reflecting only the $9 credit. I made several requests for some detail regarding what happened to the $35 credit reflected on 9/1 invoice but was only received the same invoice attachment reflecting $9 credit. Twice. Even after specifically requesting an explanation in English. I made so many calls, I lost track of names and dates but my notes do reflect at some point an agent named Kendra assured me she would pass on a message for ******** to call me and then at least two calls where I was assured a supervisor would return my call, all for naught. THEN, on 9/27, Evergreen auto-charged my credit card for $87. After several more telephone calls and emails requesting for a call from a supervisor, I have received nothing.
Although this has no bearing on my complaint, I feel it is worth mentioning that the average wait time to speak to a representative is well over 15 minutes. It is the height of disrespect on their part and frustration on my part that my all my requests for clarification have gone nowhere. The expense in manhours Evergreen pays employees for providing nothing to its customers could be far better spent by providing us lower rates. This, coupled with the amount of my time invested and wasted frustrates me beyond words.
I would be grateful if you could please help resolve this. Thank you!Business Response
Date: 10/11/2024
Hi ****,
I wanted to clarify the recent transactions on your account. A credit of $35 was applied on 05/29 to your July quarter invoice of $70, bringing the total to $105. On 07/01, a payment of $105 was made, which was then applied to your 10/01 invoice.
As of September, your neighborhood qualified for a discount, prompting us to adjust your 10/01 invoice to reflect the neighborhood rate of $96 per quarter. The $105 payment made on 07/02 was applied to this new invoice, leaving a $9 credit that will be applied to your 01/01/25 invoice.
Since $87 was paid early, there will be no balance due on the 01/01/25 invoice. Therefore, the balance is correct, and the upcoming invoice should show a $0 balance due, with a rate of $96 per quarter moving forward.Customer Answer
Date: 10/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
Regards,Complaint ID: 22400463
Initial Complaint
Date:08/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I chose Evergreen Waste Services and paid on May 24th. I was not told that the EG trucks would not go down an alleyway as I live in a row home. I found this out after my trash sat in the can for at least five weeks. I contacted EG and the trash was finally removed on or about July 17th with a promise that the other cans would be removed. I did receive the refund. The cans are still sitting in my driveway and have become a complete inconvenience. I have called many times and am always promised that "next Friday" the cans will be picked up to no avail. The lack of response from this company is both unprofessional and extremely frustrating! The recyclable can has been full since mid June! I have been promised that an email has been sent (I hear this every time I call) and nothing transpires. The supervisor **** has been told and still nothing has been done! What do I have to do to get these trash cans picked up?? I am at a total loss and hope you can help.Business Response
Date: 08/23/2024
We’d like to thank Ms. ********* for bringing this to our attention and we apologize for any inconvenience. We can confirm that the account was closed on 07/13, and a request was placed to remove the trash, recycling, and yard waste container from her residence. Ms. ********* was informed that the pickup will occur on her service day (Friday), however we cannot guarantee an exact date – typically it can take a few weeks for repo requests to be completed. We value Ms. *********’s complaint and because she has been waiting some time, we have brought this to the attention of our operations manager. Per the account, it appears that the work order is assigned to be completed today 08/23. If we can be of any further assistance, please let us know.Initial Complaint
Date:07/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 21, 2024 I paid Evergreen for 3 months of yard wast collection, garbage collection, and recycling for my new home that I was moving in to June 30th. I was keeping the previous owners bins for trash and recycling. I was told the yard waste bin would take a week to arrive and it would be on a Thursday. As of July 23 the yard waste bin has not been delivered after multiple calls and emails to Evergreen. Speaking with the representative ******* on Tuesday July 23 she said they could not get it out to me by this Thursday in time for pick-up, it would be atleast one or two more weeks, though she could see on their records that I had spoken to a representative on July 12. She communicated a lack of concern about the problem and offered no solution. In addition to the times I have spoken with customer service I have left numerous messages and emails, Evergreen has never responded. I would like a bin for the recycling to be delivered and to be refunded the cost of recycling that is part of my bill.Business Response
Date: 07/24/2024
We’d like to thank Ms. ******** for bringing this to our attention. We can confirm that there was a payment received for $99 on 06/21. Unfortunately, we are not able to comment on what was said as there are no notes or records of a phone call made from the phone number provided on the account on 06/21.
On 07/12 we received a phone call from Ms. ********, in where it was discovered by a customer service rep that there was a mistake and yard waste service had not been added to the account. We do apologize for this. This information was communicated to Ms. ******** and the issue was resolved right away. Per the phone call recording and transcript, it was advised that the yard waste bin will be delivered in a “week or so” and no exact date was provided for delivery. It was also communicated to Ms. ******** that she was still able to set out her yard waste in bags for pickup while she waits for her yard waste bin delivery. This information can also be found on our website.
We can confirm that Ms. ******** spoke with ******* on 07/23 where it was communicated that the bin would not be delivered prior to her next service day (Thursday). This would be correct as deliveries would only be completed on the customer service day when our box trucks are in their area.
We have spoken with our operation department to see if this request can be expedited any sooner and have been informed that they have placed this request on our delivery schedule for Thursday 07/25. This does not guarantee that the bin will be delivered, however we can confirm that it is on schedule and our team will do their best to get it delivered as soon as possible.Customer Answer
Date: 08/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,Complaint ID: 22032606
Initial Complaint
Date:06/22/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 18th I made my payment the system advised it posted the same day I. Will attach proof I then texted the number provided on the website on June 18th after hours around 7:00pm to advise due to my pick up date being June 19th I received no response that morning. My recycle was picked up but I wasn’t aware that my trash wasn’t picked up until I had a guest at my house and they complained about the smell of my trash so I texted the number listed on the website again due to it being after business hours. I then called on June 20th spoke to ****** who stated that the old website takes 2 days to post and the recylcle is picked up due to a state mandate I then advised that I was not going to wait until the following Wednesday for pick up when the trash smells horrible and it’s hot and flies are around the trash and the fact that I just paid 108.00 she placed me on hold and put Laci on the phone who asked me to tell her the same story over and I advised her that’s not appropriate for customer service when ****** should have briefed her on the matter long story short lacy advised me to send her proof that the payment posted on my end the same day it was made I did so I then received email back saying that they would send a truck out today and it is now 1:01 and a truck never arrivedBusiness Response
Date: 06/28/2024
We'd like to thank Ms. ******** for bringing this to our attention. We attempted to contact her on Monday 06/24 and Tuesday 06/25 but were unsuccessful. We did leave voice mail messages. It was agreed upon that a truck would be sent out to service Ms. ******* on Saturday 06/22, however due to an office error the request was not complete, and we do apologize. It appears that both trash and recycle were collected this week on Wednesday 06/26. Additionally, a $36 credit for one free month of service has been applied to the account.Customer Answer
Date: 07/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,Complaint ID: 21887340
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