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:04/27/2025

  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.

  I pay this company to pick up my recycling every other Friday. They have around a 60% success rate of actually picking the recycling up. I take the can to the curb the night before the morning pickup is scheduled, so there is no chance that I get it to the curb late. Totally their omission. That's a problem, but customer service is a larger problem. Each time there is a missed pickup, I call and typically speak with Will (I believe), who tells me to haul the trash back up to my house (got a gravel driveway so this is fun) and wait two weeks for my next scheduled pickup (bin is already overflowing). For this inconvenience, he tells me that they will credit my account for this missed pickup by adding an additional pickup to my contract (essentially extending it by two weeks). He tells me if it is still not picked up the next scheduled date (2 weeks later), then to call them back again. The problem is that these credits have never been added. I continue to be billed for full future months as normal. I should have three pickups (a month and a half of service) worth of credit to my account and not going to continue to pay for a service I do not reliably get. I've spoken with Will and others to rectify this, but they said that when I had called to report the missed pickup each time, that they told me to call back again if they did not pick it up two weeks later in order to get the credit. They say that because I didn't call back, they assume I didn't want the credit. This makes no business sense and is manipulative. Business advice: first, don't fail to provide a service that a customer pays for. Second, in the event that this happens, apologize profusely and provide the customer a refund, not a contract extension. Third, if you only provide a contract extension, make sure that you have a system of recording this and you actually credit this on their bill. Don't make them keep calling back.Correspondence 3/3, 4/14, 4/17, 4/22, 4/27. Not a retiree, no time for this BS.

  Business Response

  Date: 04/28/2025

  Hey ******,

  I just read your email and we apologize for the communication and service issues on our part. We will add the three pickup credits and also add an addition month of credit for the trouble you had to go through. I will reach out this morning and confirm everything is correct with the account and we can ensure that all your recycling is picked up. Also, I wanted to let you know to ask for me, ******* the Office Manager, and I will personally ensure that any issue you have are resolved. I also addressed this issue with the customer service team as well and I believe this customer service opportunity will help improve our customer experience. Once again, we apologize for the inconvenience and thank you for supporting recycling initiatives to make a difference. 

  ******* G

  Office Manager

  One Waste Solutions 

• Initial Complaint

  Date:04/23/2025

  Type:Customer Service 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.

  **************** staff were not considerate in trying to work out a solution for their error in dropping off an un-,requested can. *** kept saying their policy mandates a 3-5 business date before picking back up their can. ******, the dispatcher told her to.let me know this, even though I explained that it is against HOA policy to leave a can outside overnight. I asked to speak to owner but they would not provide that information. I have called for 2 days on this. They also suggested perhaps I can hide it in my backyard from the sight of HOA for 5 days.I finally said, I can just put it in the street. I cannot store it anywhere, and did not request it. *** called back and said they will come get it today, to leave it on the curb. I request that the owner is notified, and the staff receive training on good customer service. I trained others on excellent customer service, and this was not it. Thank you.

  Business Response

  Date: 04/24/2025

  Hello *****,

   

  I just read your complaint, and I apologize that the customer service team was not able to initially offer a satisfactory solution to remove the mistaken waste container. Fortunately, we were able to have someone redirect and pick up the waste container yesterday. We are going to add a one month's credit to your account for the trouble you had to go through and for having to have the extra container taking up space. The office team and I discussed how to address these customer service opportunities in the future, and I believe that this situation will improve our customer service experience. I will reach out to you sometime this morning and confirm the account credit. Thank you for your patience and understanding. Have a great day. 

   

  ******* *. 

  Office Manager

  One Waste Solutions

  Customer Answer

  Date: 04/24/2025

   
  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,
  
  ***** Hopes

• Initial Complaint

  Date:02/16/2025

  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.

  Despite a clearly marked no soliciting sign posted right by our doorbell, (which has been in place since May of 2022) associates from One Waste solutions have knocked on our door no less than 4 times in the last 60 days. I want a formal grievance filed and the behavior to cease immediately.

  Business Response

  Date: 02/20/2025

  Hello ***, thank you for reaching out. Apologies that this happened to you again. We have officially marked of your house in our software and that will alert the sales team not to knock on your door. We contract with external marketing companies that send out a different team each time they knock. Each campaign has a different manager, and we are not able to manage the teams directly. Sometimes the more aggressive sales team members ignore the no soliciting signs even though we have it bolded in our service information for them to pass over those homes. We are working to ensure that the team members follow those guidelines. Thank you for understanding and we hope you have a great week!

  -One Waste Solutions **************** Team

  Customer Answer

  Date: 02/20/2025

   
  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:07/05/2024

  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.

  The trash company has claimed to pick up my trash on6/27/24 and they did not. On 7/4/24 they claimed the trash was not at the curb, but it was. They would not pick up until the following Tuesday, and my pick up day is Thursday. I requested a credit for the 2 missed pick *** and was blown off.

  Business Response

  Date: 07/09/2024

  Hey ******,

  I am having our office manager, ***, reach out to you today. I know we can reach a win-win solution. Please look out for his call and have a great day!

  -One Waste Solutions **************** Team

• Initial Complaint

  Date:02/15/2024

  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 left 4 voicemails the past month to cancel my service. One the final voicemail I left I stated that if I did not get a call back I would be contacting the bbb to straighten it out. When the company heard that message I quickly received a return call. I stated I wanted my final day of service to be March 1st. Well today on trash day no one picked up my trash that was taken to the curb the night before pickup. I am of course unable to get anyone on the phone again to come and do their job and pick up my completely full trash cans. I would like them to finish the job and also show proof that I will no longer be charged after March 1st.

  Business Response

  Date: 02/15/2024

  Hey ****,

  Thank you for reaching out to us and apologies for the phone delay. We are experiencing rapid customer growth and we are expanding the office to catch up with the calls. I checked your account and you are scheduled to close on 3/1 as requested. I checked the routing software that tracks all customer pickups and you are a regular Friday pickup. You have had your trash picked up on Friday for the past year. The software says you are scheduled for pickup tomorrow morning. Could you have possibly mistaken today as Friday? I am going to have ***, our manager, reach out to ensure this isssue is resolved and send you any reciept or confirmations necessary. 

  Thank you,

  One Waste Solutions **************** Team 

• Initial Complaint

  Date:02/09/2024

  Type:Sales and Advertising 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.

  About 6 months ago my husband and I became customers with One waste solutions. After 6 months our price increases with no warning. *** tried contacting them via phone and via email and have gotten no return emails or calls.

  Business Response

  Date: 02/19/2024

  Hey *******,

  Thank you for reaching out and apologies for the communication. We have hired and trained extra staff members, so you will not have the same experience again. Will is going to reach out to you and make sure that everything is resolved. Let me know if you need anything else. 

  Thank you,

  One Waste Solutions **************** Team

• Initial Complaint

  Date:01/12/2024

  Type:Customer Service 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.

  The customer service is terrible and they never respond to calls or emails. Ive emailed them multiple times and called countless times in the past few weeks and no response from anyone. They also do false advertising by saying the monthly charge will $29.99 but then they increase the rate without any notice. Very disappointed with their service. Not a trustworthy company.

  Business Response

  Date: 01/12/2024

  Hey ******,

  Thank you for reaching out. Our office has been hit hard by illness and covid since December. We are working on a solution to bring in more staff. Thank you for your patience. Will is going to reach out today and work on a resolution. Expect better customer service from us in the future including new software and a convenient app. Thank you and have a great day!

  -One Waste Solutions **************** Team

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair 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 file this complaint following multiple attempts to reach One Waste Management by phone and email without any response on their part. Because I have an erratic work schedule, I have requested that they text or email me, but if they must call, I have asked they leave a number where I can reach a live person.We signed a 1 year contract Fall, 2022. They attempted to raise our rate throughout the year but were agreeable to maintaining their commitment when I would remind them of our contract. At that time I was able to call and reach a live person.As expected the cost was raised when the contract ended, but we had not expected an increase from $66 to $108. Since that increase October 2022, I have left multiple messages and have sent emails when their website allowed email to be sent. My request has been that our price be adjusted, and I know several people who were able to get a price adjustment, and that we be removed from autopay. I have received no response. I am disappointed in the lack of response and difficulty in reaching a live person, although their voice message assures me that someone will get back with me as soon as possible.

  Business Response

  Date: 01/10/2024

  Hey ***,

   

  Happy New Year and thank you for reaching out. I'm going to have Will give you a call and I'm sure we can come to a resolution. He has reached out to you last week and we are going to try again today. Thank you again for choosing One Waste Solutions. 

   

  -One Waste Solutions **************** Team

  Customer Answer

  Date: 01/12/2024

  We do accept the solution, but want to publicly thank **** for his help. I did hear from Will and I attempted twice to reach him by email as there is no number where a live person is available. Both times my emails bounced back. 
  As I have said in every communication, my work schedule makes phone calls difficult so email and text are more sure options. 
  Thankfully, Will did connect with me and was very gracious, correcting every vestige of past issues. 
  Will deserves commendations as he is a stellar employee. His presentation and help give me reason to believe One Way Waste is a worthy company who ran through a period of difficult times. Thank you. 

  Customer Answer

  Date: 01/12/2024

   
  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:12/19/2023

  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 moved across town in the beginning of October. After several attempts to contact customer service, I was able to speak with **** about transferring my service. He said that a new can would be delivered in 1 week. However, this never happened. I have reached out over 10 times since then and never heard back from anyone at One Waste. I just received a bill for next quarter at the new house. They have never picked up here.

  Business Response

  Date: 12/19/2023

  Hey ******,

  Thank you for reaching out. We apologize for the communication issues on our end. September and October had unusually high call volume and that led to some complications for our team in returning each and every call. Thank you for your understanding. I passed your information to our team member, Will, and he will be contacting you shortly. We will make sure that you are taken care of and receive a service credit for the inconvenience. Thank you again and have a happy holiday!

  One Waste Solutions **************** Team

• Initial Complaint

  Date:10/20/2023

  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.

  I sent email out and left voice mail about a week ago on 10/13/2023 with business to cancel my residential trash service by 10/31/2023 and have not received a response. I even tried calling again today and left voice mail and sent another email. I need to receive a response or acknowledgement please. Thank you.

  Business Response

  Date: 10/20/2023

  Hey *******,

   

  Thank you for reaching out. We apologize for the delay in answering or calling you back. I'm going to have Will call you today and help take care of any questions that you may have. 

  We appreciate your patience and have a great weekend!

   

  One Waste Solutions customer service team.