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:02/14/2024

  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.

  We recieved our garbage bill and were charged additional fees for "weight". When signed onto the service we were always told if the can lid can close that's great, no additinal fees. All of a sudden we get charged for not 1 but 2 bags of it being "too heavy". Which is all assupmtive. They do not count the bags for every residence or even lift the bags into the garbage trucks individually to feel heaviness or know how many bags were "heavy". Notice was never sent out that customers were going to be charge additionally for weight. When speaking to the bill person *******************************. She informed me that no notice was never sent out ans they did not have to inform anyone of anything. They just were going to charge. She said that the person moving the garbage bins onto the lift said to make a note that it was too difficult to roll, so we can get charged. Again on the assumption of what someone can and cannot do, we get charged additionally. ******** also stated they are a struggling company so it's what they need to do. Again, no notice, charged an additional 2 bags assumptively and on the discretion of who can and cannot roll it. With how strong or weak they are. I manage just fine rolling it down my long alley. Who is to say they aren't just saying "this is heavy, let's charge extra because we are struggling" they are taking advantage of their customers and not informing any of us of the additional charges because they think they do not have to. How is that right?

  Business Response

  Date: 03/08/2024

  To whom it may concern,

  We apologize for the delay; however, we had to look into this client. The person that contacted you is not our client. We were looking for the name of the person that filed the complaint, which is not in our system. Once we looked up the address, we found that we did service this address under another name that we are not permitted to disclose. 

  When we originally received a call about the extra bag charges due to weight, we informed the customer that the tote was heavy. This was not because the worker or driver had an issue moving the tote, but because our hydraulics on the trucks sound different when the weight of the contents are heavier than normal. Also, during this call the client said they had many cats. Cat litter is not regular household waste and is heavier than normal waste. 

  The customer has since cancelled the service as she is not willing to pay for the extra weight of her trash. We have removed the extra bag charges and removed our totes as we do not have a contract and the consumer may cancel at any time. We do not wish to require our customers to sign a contract; however, we normally do notify customers of increases and changes ahead of time. Most garbage companies will raise rates multiple time a year with no prior notification and all other companies will charge for retrieval of totes, fuel surcharge, and/or finance charges without notification. We try to keep our rate as low as possible, but do expect consumers to be honest. We have also since updated our letter that is delivered when the totes are delivered to inform of possible changes in the rate should the weight of the contents be excessive.

  We try to keep our rates as low as possible considering all of our increased costs, but if we do not charge consumers extra that are producing extra then we will be forced to raise everyone's rates yet again.

  We have been in business for over 30 years and have not had such an issue as this. We are a small family run business and take pride in customer service as long as we are treated with the same courtesy and respect. 

  Customer Answer

  Date: 03/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21267395
  
  I am rejecting this response because: what was stated are blatant lies. There was no literature given in advanced of any changes due to weight. And when I spoke to ******* she never said anything about hydrolics. She said the trash person said it felt heavy. And to make it down for an extra charge. The fact that this company has been in business for 30 years is irrelevant. I was told they do not inform anyone of any changes. When they DO NEED TO. And I am the niece of the person on the account. We live together. 

   

   

  
  
  
  Regards,
  
  *************************