Complaints

This profile includes complaints for Evergreen Waste Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Evergreen Waste Services

  619 Lambson Ln New Castle, DE 19720-2166

  
• 

  Evergreen Waste Services

  PO Box 1612 Hockessin, DE 19707

  

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:06/22/2024

  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.

  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 arrived

  

  Business 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
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:06/22/2024

  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.

  On 2/8 I paid $105 via credit card for trash service for March, April, May. Evergreen said they were not paid and suspended my service. On 4/4 I spoke with ******* who first argued I had not paid, but she took my credit card number and the next day *****, left me a voice mail saying:
  • She located my account payment,
  • “all is good”
  • “my account is reinstated”.
  Service is still suspended. I wrote letters on 4/25 and 5/21. They have not replied, in violation of FCBA.
  I request my 2/8 payment be applied to service fees after reinstatement.

  

  Business Response

  Date: 06/24/2024

  We'd like to thank Mr. ****** for bringing this to our attention. Per the account, it looks like the $105 payment was located and applied to his account on 05/21 once his email was received. At this time, there was also a $20 late fee that was voided from the account. The account status was active at this time. On 05/01 Mr. ****** was sent an invoice for his June quarterly payment that was due on June 1st. Effective 06/18 the account status automatically changed to suspended due to non-payment. There current balance on the account is $105.00. Once a payment is received, the account status will change back to active. 

  Customer Answer

  Date: 06/30/2024

  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.
  Evergreen’s response is unacceptable.  My service has been suspended for non-payment during the
  months of March, April, and May.   Yet,
  in their BBB response, Evergreen still wants to charge me for that period.  That is wrong. And as of June 30th my service is still suspended.  You can not charge
  for a service you did not provide.  Evergreen said: The $105 payment was located and applied to his
  account on 05/21That is not true.  As late as 6/20, the online account was
  showing $230 as due: $105 past due, plus $105 due, plus $20 late charge. Their
  system had no way for me to pay only the $105 for the upcoming quarter.  Furthermore, back on 2/8/24 I had put my
  credit card on file for automatic payment.  Evergreen said: On 05/01 Mr. Keeley was sent an invoice for his June
  quarterly payment that was due on June 1st That is not true.  First
  issue, they do not send invoices.  Then,
  as late as 6/20 the due amount was for TWO quarters, plus a late charge.  On 5/1, they were not billing for simply the
  June quarter.  Evergreen said: payment was located and applied to his account on
  05/21 once his email was received That is not true.  On 4/4 I discussed the issue with Cecelia.  On 4/5 Terry left a recorded voice mail saying it
  was fixed, I owed nothing. On 4/25 I sent a web complaint and a USPS
  letter, with no response.  On 5/21 I sent my second USPS letter and
  email message, also with no response.  On 6/22 I sent my third USPS letter and message
  via web complaint. I also contacted the BBB and finally, Evergreen did respond
  to them.  Evergreen did not acknowledge my first letter of 4/25/24
  advising them of the Billing Dispute in
  the required time period.  That is a violation of the Fair Credit
  Billing Act Evergreen violated
  my rights under the Fair Credit Billing Act for the following actions: Charged me for trash removal services during the time period when they had suspended my service. Failure to properly reflect payment Failure to acknowledge my 4/25/24 letter within 30 daysI was willing to allow my “lost then found” 3/1 quarterly
  payment to be applied to the 6/1 quarter. 
  But since I am still currently suspended, I now want the current quarter
  prorated from the date service is resumed and the remainder credited to the 9/1
  quarter.  
  
  
  Regards,
  Complaint ID: 21886967
   
  
  
  
   

  

  Business Response

  Date: 07/02/2024

  As previously stated, the 02/08 payment was found and applied to account on 05/21. A late fee was also voided at this time- screenshots attached in previous response. The account was active from 05/21 through 06/18. After review from the office manager, a credit has been applied to Mr. ******’s account for seven missed pickups throughout the March quarter while his payment was unallocated. This credit of $61.25 has been applied to his June quarter. His account has been changed to an active status and service is to resume on Friday 07/05. The remaining balance for his June quarter is $43.75.  

• Initial Complaint

  Date:06/17/2024

  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.

  Evergreen Waste charges for Services prior to performing them. My account is paid through August, but I cannot get them to remove the trash from our property as expected. 5 Phone Calls and now emails, and texts have gotten nothing but excuses, blame shifting, and promises that this will be resolved. I have a can from a previous resident that has THEIR trash in it. That has been in that can baking in the sun for 2 MONTHS now. It smells, and it is attracting flies.... They have driven past the can for weeks and will not service it, despite our calls to the Customer Service that have promised to get this resolved, for 6 weeks. It is still there going into a Heat Wave this week. Now MY cans are sitting in the sun baking, and it has 2 weeks of trash in it. I have no space for my waste to go now. They were supposed to be sending a truck on Saturday. It never arrived. We sent an email to the representative Saturday afternoon, but I do not expect anything will come of it. The company says they do not offer refunds, so cancelling my service does nothing to make me whole in this situation. And I still have to get another service set up to get this health hazard off my property, then fight with EWS to get the cans off property. These previous resident cans were supposed to be picked up for 5 weeks, and still sat there. They came and removed 1 of them. ONE! They left the other with the garbage because.....?????? This company has horrible reviews, but I have been a client for 10 years without issue. This company needs to have someone force them into fulfilling their obligations to their clients. I am not delinquent, never have been. I just moved. Simple as that, moved. And now this is turned into a nightmare with garbage piling up and no options to get this resolved quickly. Any assistance would be appreciated.

  

  Business Response

  Date: 06/18/2024

  We'd like to thank Mr. ****** for bringing this to our attention and we'd like to extend an apology for the miscommunication regarding their service. It appears that all cans were emptied today (1 yard waste, 1 recycling, and 2 trash cans) by our drivers. We have attached a screenshot of the service that was marked as completed by our drivers, and we have received confirmation from Mrs. ****** as well that all cans have been emptied. Mrs. ****** has been instructed to leave the trash can ending in serial # 6381 curbside as it is scheduled to be picked up by a separate box truck driver today. We cannot guarantee this, however it is on the schedule. The pickup can occur anywhere from now (11:45 AM) to 4:00 PM. We will be following up at the end of the day to ensure this pickup has been completed.  In addition, since their first pickup was today and not on 06/04 as originally intended, there has been a credit applied to Mr. ******'s account. The credit amounts to $15.50 and will be applied to their August quarterly payment. If there is any additional questions or concerns, we would be happy to assist. 

  Customer Answer

  Date: 06/22/2024

  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. This is a lame attempt to get this resolved on their part.  Firstly, I have been a customer for quite some time, and they should be able to spell my name properly.  It is *******.  Their is no acknowledgement of the repeated attempts to get this resolved, the time, effort, stress and having to deal with the unsanitary situation.  For all that, not even an apology.  Just a “we fixed it”.  I doubt that would have happened if I had NOT complained to the BBB about this.  6 weeks of nothing but stress and aggravation, and a complaint got them to move to resolution.  And trying to slide away with just a $15.50 discount in August?  How far this company has fallen.  We are insulted that they think that $15.50 was all this was worth to them.  Incompetence, and dodging seems to be their specialty now.  A true apology would be worth more than any monetary “discount”.  I did not start this for $$$.  I wanted this fixed and sort of expected an apology.  The wording of the response here, and the email to me, skirts accepting that they did us wrong.
  
  
  
  Regards,
  Complaint ID: 21859419
   
  
  
   
   

  

  Business Response

  Date: 07/10/2024

  An apology was extended to Mr. And Mrs. ******* both in the previous response and via phone call. As a business, we strive to provide exceptional customer service, but we are well aware that mistakes can happen from time to time. We do our best to rectify any issues that we are able to in a timely and adequate manner. As was the case with Mr. *******- his complaint was escalated and resolved the same day that we were notified by the BBB. Per the account, it appears that there have been no further complaints regarding service since the original complaint was resolved. If we can further assist in any way, please feel free to reach out. Thank you. 

• Initial Complaint

  Date:05/29/2024

  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.

  On Friday our street was under construction.
  Construction started and ended on that Friday.
  I requested a partial refund for the missed trash day or a trash truck to come out and collect my and a few others on my street that were affected.
  The company said no and did not advise why.
  
  Please note. This is a business. Not state trash where we all have to put up with the same company.
  
  I do not pay for service I don’t receive.
  
  This is considered taking advantage of your customers by saying oh well and not dealing with a customer appropriately.
  
  Still waiting for my partial credit and a manager to call me back.

  

  Business Response

  Date: 06/03/2024

  We'd like to thank Mr. ****** for bringing this matter to our attention. An office manager was able to get in touch with Mr. ****** on Friday 05/31 and issued a credit for the missed pick up on Friday 05/24. We appreciate Mr. ******'s patience as we worked through all requests. 

• Initial Complaint

  Date:03/10/2024

  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.

  Our complaint about Evergreen Waste Services LLC is about that we haven't received the promised refund for more than 4 months. Our Evergreen Waste service address is * ********* ***** *********** ** *****, and Account No. is 760995.
  
  We moved from "* ********* ***** Wilmington, DE 19803" to "*** ****** *** ******** ********** ** *****" in October, 2023. I called Evergreen Waste in Sept. 2023 to discontinue our service at the end of October. I called and texted Evergreen Waste in Oct. 2023 to close our account and was told $14 refund will be mailed to our new address (see attached 10302023 Text). Since we haven't got our refund in Dec; 2023, I called and texted again (see attached 12082023 Text). I was told $14 refund check will be mailed to us, but the check was never mailed to us. My wife ******* *** called them in February, 2024 and was told $14 will be refunded to our credit card account, but it was never refunded. My wife called them again last Friday, 3/8/2024, but call was disconnected. She tried again, but phone couldn't get through.
  
  We are retired senior citizens with fixed income. We don't want to be taken advantage of. We are very frustrated and would like to ask for your help to get our refund back. Thank you.
  
  Best regards,

  

  Business Response

  Date: 03/15/2024

  We'd like to thank Mr. *** for bringing this to our attention. Attached are his account notes, which show that we did receive notification of termination of services in October 2023. While multiple notes were added to the account regarding the refund, per the account note on 01/30, management did not receive a refund request until 01/29/24. Refunds are only completed once a month at Evergreen which has also contributed to the delay. Additionally, we have no call record of a phone call on 03/08 from the number provided on the account. We can assure you that management has been made aware of this issue and is aware to credit the refund to the VISA ending in 9914. We do apologize for the delay and any miscommunication, but we can assure you that Mr. *** will be receiving a refund as soon as possible. 

  Customer Answer

  Date: 04/02/2024

  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.
  
  Thank you for your e-mail.  We haven’t received the credit card refund as promised.  Instead, I got a voicemail from Laci of Evergreen Waste to ask if we wanted to pick up the check or send it by mail.  I texted back and they said the check was mailed out on 3/20 (texts attached).  We haven’t received the refund check so far.I asked them about the check again. They couldn’t verify or confirm the check was mailed out.  We are subscriber of USPS Informed Delivery and receive daily e-mail from USPS (example attached).  Our USPS Account and  Informed Delivery daily e-mail indicate there is no Evergreen Waste mail sent to us since 3/20.We are very upset and frustrated with the Evergreen Waste customer service. Our only request for them is to credit the refund back to our credit card ASAP as they promised in their reply to our BBB Complaint Case 21413527.Your help is greatly appreciated.  Please let me know if you have any questions.Best regards,
  
  
  Regards,
  Complaint ID: 21413527
   
  
  
  
   

• Initial Complaint

  Date:01/03/2024

  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.

  On December 1, 2023 my recycling bid was demolished by the Evergreen's work crew. I wrote in and gave them my bin serial number. I was told it would be taken care of soon. They even provided me with a date for the repair. I've been reminding Evergreen weekly that my bin has not been repaired. It is now January 3rd, 2024 and there is no sign of a new lid. I was hoping that the BBB may prompt Evergreen to get the job done.

  

  Business Response

  Date: 01/05/2024

  Thank you for reaching out and taking the time to express your concerns. As soon as we were aware of this situation Mr. ***'s request for a lid replacement was expedited for the next earliest date possible (Friday 01/05/24). Per driver's route notes lid replacement was completed today. We called customer as a courtesy to confirm that lid had been replacement. Customer did not answer, and we left a voicemail stating to reach back out to us if he had any additional questions or concerns. We do apologize for any miscommunication. 

  Customer Answer

  Date: 01/11/2024

  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: 21089093
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:07/12/2023

  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.

  For starters we had a missed pick up I admit that that was our fault our car was parked in front but I needed a pick up our trash was full.they charged 75 dollars that is only about 30 bucks less then the amount we pay per quarter but I paid. Then I canceled service about a week after they charged the quarterly bill and they refused to give me a refund of any kind I was not asking for a full refund I understand how business works I only expected a prorated refund. On top of this the drivers have continuously left the trash cans in the street.

  

  Business Response

  Date: 07/12/2023

  The customer initially had to schedule a paid Saturday service for $75.00 due to their trash and recycling being blocked by their car. After servicing the customer, she contacted us on 07/12/23 requesting to cancel their services and wanted a refund but per our policy listed on each billing statement, "No refunds will be given on cancellations". Our customer service agent offered the customer the option to complete the current quarter of services the payment was received for, but the customer declined the offer. The customer cancelled after the quarter of July services began and payment was received. Our cancellation refund policy is located on each billing statement in the bottom left-hand corner of the billing statement and on our site under the "Pay Online" tab. The attached files show the policy listed and the detail notes on the account from the conversation with an agent today July 12th, 2023.

  Customer Answer

  Date: 07/13/2023

  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 believe that allowing a business to not refund due to cancellation of service is ripping people off. I was not in a binding contract and I never once got statements in the mail so I was unaware of this policy.  I have never received any bills by mail.  In the years I have been with the company. I was not arguing the point that I needed a separate pick up due to my mistake but I believe that a customer should be entitled to a prorated refund at the cancellation of services. If the service had not gone down over the last few years I would have stayed with the company. It just baffles me on why a company should be able to keep someone’s hard earned money when they are not receiving services. My choices were to stay for the few months or lose my money and I don’t think I should be forced to stay I have already paid for services from another company 
  
  
  
  Regards,
  Complaint ID: 20309536
   
  
  
  
   

  

  Business Response

  Date: 08/17/2023

  I have attached a screen shot of our website that shows the refund policy available for all consumers to access and view. No refunds are issued if an account is closed due to cancellation. 

• Initial Complaint

  Date:11/18/2022

  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.

  Paying for services not received - Failed to pick up large item - After 3 calls on Thursday to confirm it was on the schedule. Was told absolutely it would be picked up today - No Show - Called 2 more times - promised a call back - never happened! Called again - have to wait another week. No supervisor available - Told Supervisor would call me back....same as last time they failed to pick up special item - no supervisor call last time or today. Item is heavy, and cannot be left at curb for another week.....poor service - refund should be issued, for us to make alternate pickup arrangements.

  

  Business Response

  Date: 11/21/2022

  We have 2 box trucks one is to pick up and deliver cans and the other one is to pick up metal items such as a treadmill which is what the customer scheduled on 11/17/22 to be picked up on 11/18/22. There was a conflict with the scheduling and the customer was advised on 11/18/22 that we can pick it up on Friday 11/25/22 when he advised us that the item was not picked up. He refused and requested a supervisor to call him. The operations manager called him back on 11/21/22 to advise that he can come and pick up the treadmill that same day, but the customer refused and said he took care of it himself. 

  Customer Answer

  Date: 11/30/2022

  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: 18437257