Complaints

The 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:04/16/2025

  Type:Order Issues
  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.

  My husband and I purchased our first house and will be moving next weekend. I called to set up refuse collection services and was advised I had to pay for all of April and the last 2 weeks of March. The house has been vacant and no one informed me I had to call Groot to put a hold on collection services that I hadn't even started yet. Nowhere does it state services must be set up as of closing date. What if a sale involves a rent-back provision? Moving date is the more logical start date as that is when one would start using the services. Groot knew or should have known the house was vacant when the Sellers cancelled their service and no one set up service for the address. This is completely unfair as we have not used the refuse collection services and will be forced to pay for services not rendered.

  

  Business Response

  Date: 04/21/2025

  Called and spoke to ***** Informed **** that we will begin billing her on her move in date of 05/01. She will receive her first invoice in July which will cover the months of May, June, July, August, and September.  Customer was satisfied with this resolution.

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  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.

  Bill for July - September 2024 (invoice 12719129T092) was not paid on time due to being away Bill for October - December (invoice 13245695T092) was paid early on Oct. 14 including late charges Bill for January 2025 - March 2025 (invoice 13723857T092) was paid early on February 14 minus line item of "Administrative Fee" dated Oct. 25.I called to inquire what was this administrative fee was as there was no description of it on the bill nor in any information I have received from Groot. I was told that it was a fee to take me out of "collections" because of the late payment for the July - September bill and that it could not be rescinded. AND that garbage collection for my address is suspended until this is paid.I feel that this is a deceptive, unfair, and predatory business practice involving hidden fees and consequences. Groot did not explain what this fee was on the bill or the potential for it in other written material provided to customers, said that they were not able to remove the fee once an inquiry is made and a request placed to do so, and suspended garbage service until it is paid. I have received no written notice of the suspension and wouldn't know about it except that I had called to inquire about what this fee was.I'd like the $35.00 fee rescinded so that my account is in good standing and have my garbage collection resumed.

  

  Business Response

  Date: 03/24/2025

  The customer did not make payment to the account when due.  The account was past due over 90days and still received serviced while being suspended and being placed with a collection agency to recover the payment.  The collection fee encompasses administrative fees and to recoup the charges to have a collection agency recover the past charges due.  We have explained this to the customer and informed that this fee will not be waived. The customer has refused to pay this fee and has now placed her account in a suspended status.

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  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 have been receiving collection services from your company for a while. On my last collection day my garbage was not collected and a note was on my can about an outstanding payment. I was checking my account monthly and was not seeing any invoices. I also check my email daily and searched my inbox for any and all communication from you and I was not receiving any mail invoices either. Upon emailing customer service and talking to ****** ******* the office manger at the ***** location I found out that my account was in collection and I had a past due amount of $163. I have not received any communication on this. I was aware I was a payment behind and from my belief everything was paid and my account was in good standing as I had not had any other communication from you and my garbage was continuing to be picked up. I am very frustrated that I didn't get any invoices or commination about this. ****** has been very unhelpful as well as rude as she kept saying she has sent the invoices however, I have no record of them on my end nor would I have let my account get this behind if I had been made aware. Today my garbage cans were picked up and I received an email saying from ****** saying, "We have decided to no longer service your home and recommend you looking for another provider." This is unprofessional and discrimination against me due to me not being able to pay my account up front because I am ********** and not able to pay the balance at one time.

  

  Business Response

  Date: 03/27/2025

  To whom it may concern, we have been very professional with this customer. She has been on suspend five times over the last two years actually she was getting free trash collection for over six months during the time she was on suspend her garbage and recycle was still getting picked up. We have communicated via email about her account being past due multiple times our office manager even offered to come early to accommodate her hours because of her work schedule to take a credit card payment over the phone. this area is subscription for trash collection which the residents can choose who the trash collector provider is. Currently she still has an outstanding balance and will be sent to collections for payment. We have also picked up her carts from her residence and asked her to find another provider for trash collection. Any more issues or concerns feel free to reach out.    Thank you     

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23028656
  
  I am rejecting this response because:
  I did not receive any correspondence with the company that my account was that past due. They continued to collect my trash and didnt put anything on my online portal about my account. All of the sudden there was an issue and note on my cans and I did immediately message them. I checked my account, emails, and mail regularly and again did not receive anything from them. I know they bill quarterly so I figured that we were up to date. Upon speaking with them they said that they have emailed me and I checked my messages including my spam folder and never received anything. Nor have I gotten anything in the mail. If my account was that past due then they should have stopped taking my trash a long time ago and shouldnt have continued to pick up. Furthermore, if there was a problem and they didnt see any payments being done then they should have called me as my phone number is on file. For them to all of the sudden expect me to pay them the entire balance immediately is not fair. We are a struggling family on a very tight financial budget and they wouldnt work with me to fix the overdue amount that I was willing to pay. Then all of the sudden take my trash cans without any notice and completely refuse to service my home anymore is not right when I was trying to get them the payment.  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/10/2025

  Once ******* pays her balance that is in collections we would be able to restart services for her. Until she pays that balances we will not be able to offer services.

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  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 the new owner of the property that is being leased for a restaurant. Throughout the summer we have talked to the regional manager for Groot Industries about changing the frequency of the service and to decrease the size of the dumpster. They have refused to work with me. I officially contacted the company to cancel the service and the regional manager said he was unable to do so due to a contract in place with the previous owner. I have sent proof of new ownership to show that I don't have a contract with them. In retaliation, they stopped picking up garbage at this location as well as refused to pick up their dumpster off the property which poses a health risk.

  

  Business Response

  Date: 12/18/2024

  The owner of ****** ******** Tavern is under a valid contract.  The individual that has filed the complaint is leasing the property from the owner to whom we have contracted services. The individual leasing the property has only provided a copy of their rental lease and not a of bill sale showing they are new owners of the building.  We will only speak to the owner of the property who is currently out of the country as it pertains to the contract. The individual that has filed to complaint has been informed that he does not have the authority to terminate the contract.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22693779
  
  I am rejecting this response because:

  The contract is with Holiday Inn under ****** Campbells. I do not have any involvement with that entity. I am leasing the property under a new corporation and have provided a valid lease. My Corporation doesnt have a contract in place.  

  ******* *****

  

  Business Response

  Date: 12/20/2024

  We do apologize that the response is not satisfactory.  We will only speak to the owner of Holiday Inn/****** Campbells who we have the contract with. The owner may contact us to directly to pay the liquidated damages for the contract or continue to have service under the terms of the contract. We do consider this matter closed.

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  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 have a credit. I called in May 2024 to cancel the account and was advised that a refund would be in 7 to 10 business days. It's now October 2024, and still no refund. I tried calling, and they say it's still processing.

  

  Business Response

  Date: 10/10/2024

  THE CUSTOMER HAS BEEN CONTACTED AND ADVISED THAT THE REFUND CHECK WAS EXPIDETIDED ON 10/08/2024. CUSTOMER WILL BE RECIEVING WITHIN 10 TO 15 BUSINESS DAYS.

• Initial Complaint

  Date:08/20/2024

  Type:Billing Issues
  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 filing this on behalf of my mother who owns property (she is 90 years old so I help her with things especially businesses like this who charge people for services they NEVER ordered)The house has been vacant for 20+years and all of a sudden we get a bill for garbage service I called in early July and advised them Of this and was told will wipe out the charge and put vacant on the acct Then we received another bill with red stamps all over past due past due past due Called again and the very non pleasant girl said it does say vacant but my mom Would have to Pay the bill anyways Nope we are not paying for a service we never ordered for a property that has no one even living there for over 20 years or more and she said will Send my mom to collections. I advised my mom never had ordered so She is not Responsible for somethings she did not order!This company is taking clear advantage of people and charging for services not asked for then threatening to Send my 90 year old mom to collections My mom Has clean record and has always been excellent on her credit and for them to Threaten this is absolutely sickening We will not pay and I feel this company needs to Be reported and written up for Could you please help me to Reaolve so my mom Doesnt get over stressed over this stupidity

  

  Business Response

  Date: 08/22/2024

  My Name is *************************. I am the district manager for the Groot location that services the address listed.

  I would love to assist in this matter.  I will need the actual service address. The one listed on sunset Ave. has been a long-term customer of ours with no payment issues. please provide me with the correct service address and I will be happy to look into the matter. 

   

  thank you

   

  *************************

   

• Initial Complaint

  Date:08/05/2024

  Type:Order Issues
  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.

  Signed a contract 5 years ago, they tripled the price and auto renew my contract . now they want over a ******* to get out of something I never signed up for. $$$$$$ Dont do business with them!! They will stick it to you in the end!!!!!!!

  

  Business Response

  Date: 08/08/2024

  We have a signed contract with this customer, that contract clearly states that the rate was only guaranteed for the first year and is subject to price increases after that. The contract also clearly states that without a cancellation letter the contract will auto renew. The $1000 you are referring to, is an early termination clause in the contract you signed.

• Initial Complaint

  Date:06/18/2024

  Type:Order Issues
  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.

  *** church signed a 5-year format service contract with Groot on 5/28/2021. Groot breached the contract and overcharged us. When we realized the problem and contacted Groot, the sales rep asked that we sign another 5-year contract. We called Groot's customer service line and were always referred back to the sales rep. *** certified mail to Groot got no feedback. No one from Groot show the courtesy of communicating/addressing customer complaints. When we cancel auto-pay setup in March 2024, Groot stopped collecting garbage in May, forced us to pay the overcharged fee plus interest and penalty before agreeing to come and pickup piled garbage container. Grout treats its customer badly and lawlessly.

  

  Business Response

  Date: 07/15/2024

  After reviewing the account information, it appears that True ********************* has experienced price increases of approximately $10 per year. I have read the letter from Mr. ** claiming that these increases violate his contract. While reviewing the terms of the service agreement, I found a provision in Article VI: Rate Adjustments that allows us to increase prices to cover our increasing expenses. Our sales representative did speak to a church representative and offered to roll back the increase to $55 and cap future increases to minimize their impact. It appears we failed to follow up after this discussion. Therefore, I propose honoring the lower rate of $55 for the remainder of the existing agreement.

  Customer Answer

  Date: 07/21/2024

   
  Complaint: 21863358
  
  I am rejecting this response because:

  There are 2 parts in my original complaint: 1) disrespectful customer service and 2) breaching of contracts

  1) disrespectful customer service: I noticed that ******************** sent many messages to *************************** of Groot without any feedback. The person (I guess it is the sales rep) finally answered a month later did not even bother to give his name and contact information. All communication to Groot's customer service will end up with the sales rep who is in charge of the  account. The sales rep is the dead end and no one else from Groot can be reached to properly discuss any customer issues.

  2) small prints in Article VI allows Groot for reasonable price increases to cover cost changes. We are a small church opening on Sundays for worship only. The original price of $41.95 was for once-a-month garbage pickup services, which was increased to $85.16 as of this month for the same services, representing 103% increase in 3 years. Groot apparently abused its monopoly power and forced the contractual terms onto customers who has no power to negotiate. When we talked to the sales rep., he quickly suggested to add a clause in a new contract to cap the price increases to 5%. It is obvious that Groot did not adjust prices based on reasonable cost calculations. The 5% cap on price increase is used when customer complained. Otherwise why this price cap was excluded in the original contract? A public utility company in a monopolistic position should be subjected to public hearings on price increases! 

  3) the sales rep mentioned about adding 5% price increase cap, but he refused to acknowledge and address the abnormal price increases in the past.

  Sincerely,
  

  
  Qingjian Fu

  

  Business Response

  Date: 08/05/2024

  We are a capital-intensive industry serviced by union labor, which requires significant costs to maintain a high level of service. Over the past 3 years, we have seen the prices of many services and goods double. We have a valid service agreement and have offered a significant rate reduction in recognition of your nonprofit status, capping your increases at 5% per year to address your primary concern of high costs.

   

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21863358
  
  I am rejecting this response because: again, we don't know who is this person responding to our complaints and whom to contact for any further questions. We are stuck with the sales rep assigned to our account. Both ******************** and all Groot's customers don't have the contact channel other than useless customer service line which always refers back to the assigned sales rep. ************ style="font-size: 0.875rem;">The message from Groot is very clear: Groot dictate everything. Customers either accept its terms at its discretion or leave. very bad customer service attitude.

  
  Sincerely,
  
  Qingjian Fu

• Initial Complaint

  Date:06/06/2024

  Type:Billing Issues
  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.

  In the past year, Groot took over the waste management contract for my village. I set up paperless billing and auto bill pay with their website and was able to initially process payments. However, they have recently been claiming that my payments are being declined even though none of the payment information has changed, and the bank has no record of their attempting to process a charge. They have been racking up late charges on me and lying about trying to process payments when they are definitely not. I am going to be requesting that the village not renew their contract, as this is extremely shady.

  

  Business Response

  Date: 06/11/2024

  We are currently working with the customer to fix the IT problems that are occurring with the credit card

• Initial Complaint

  Date:03/23/2024

  Type:Product Issues
  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.

  We have had Groot Service since they took over the contract in our village. I have been asking each year to purchase the garbage can (aka tote) as the rental fee is ridiculous and adds up. I was always told that was not something they offered. 5 years ago I asked why it was not an option when I purchased the Recycle Tote. I was told they did not offer this for the Garbage Tote. In August when I called and asked, I was told it was ALWAYS something that they offered. I have been irate as I have paid so much in rental fees that I could have purchased several Garbage Totes. When I asked if my rental fees could be credited towards the Tote purchase they said that was not an option. When I asked if I could just keep the Tote I have been using for 7+ years and remove the rental they said that was not an option because they dont sell used Totes. This sounds like a scam. The *************************** has a lack of integrity, untrustworthy, and each person you speak with gives you a different answer. When the village contracted with **************** we never had such problems or bad customer service.In addition, I have changed my phone number with the company multiple times, as of Friday, it was still not updated. It Does NOT Help If You Call A Number that is Not My Current Number. I gave it to them, and they refuse to update our account.

  

  Business Response

  Date: 03/28/2024

  I'm sorry for the misunderstanding with purchasing a garbage tote. Unfortunately, back in august when you called, we were awaiting an order garbage totes. I understand your frustration as you were expecting a callback. We put a credit through for you and we will reach back out to you in June, as agreed upon with your conversation with our District Manager. I apologize for any convenance this may have caused.