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:07/14/2025

  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.

  This company fails to pick up trash! When I call to complain they do not return my call! When I email them same thing nothing! Something needs to be done to this company because residents of apartment complexes are required to pay a fee for a service that they do not receive! This should be unlawful

  

  Business Response

  Date: 07/16/2025

  Were sorry for the inconvenience and want you to know your concerns matter to us. Were committed to resolving this and improving your experience.
  
  Our local operations team, has been closely monitoring your apartment home through our tracking system, which requires valets to submit nightly photos confirming collection. Over the next several service days, you may notice them taking snapshots as part of this accountability measure. We will continue to track your home through the end of this month, 7/31/25
  
  Unfortunately, it does look like there was a service suspension on 7/13/25, which impacted service for the entire community. Service should have been restored the following evening.
  
  If you notice anything else or have any questions, please dont hesitate to reach out. Were here for you and happy to help in any way we can. You can contact us anytime at ********************************** or give us a call at ************.
  
  Thank you again for your patience and for bringing this to our attention.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23595260
  
  I am rejecting this response because: My bill should reflect the dates I didn't receive service. Only excuses were given 
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 07/17/2025

  We understand your frustration and appreciate the opportunity to clarify the situation. Valet Living is a third-party service provider contracted by your communitys management to perform doorstep waste collection.
  In this instance, the entire community experienced a temporary service suspension, which is why service was not completed.
  Your unit has been added to our service tracking list, which means our local Operations Manager will be monitoring your address specifically for compliance. Tracking helps us verify that future collections are completed as scheduled and allows us to address any missed service quickly.
  Weve escalated your concern to the Operations Manager, who will ensure proper follow-up and work to prevent this from happening again. We are committed to improving your experience and appreciate your patience as we work to address this. If any additional concerns arise, we encourage you to contact our support team directly so we can assist promptly.

• Initial Complaint

  Date:07/03/2025

  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.

  I live in the Junction @ Vinings apartment community and we are charged a mandatory fee of between $25-32 a month for this "service". We are supposed to get our trash picked up Sunday-Thursday outside holidays and such. We moved into our unit in early February this year and there has not be a single week since that our trash has been picked up more than 2 days out of 5. Many weeks we go without service completely. It has gotten to the point that our leasing office has instructed we residents to contact the company itself every time our pick *** are missed. I have sent multiple emails to this company in reference to this and was told that they are "working on it" however this has been an ongoing problem for almost 6 months with no resolution nor refund of fees. I would simply opt out of this farse of a "Service" but our leasing office states that it is "mandatory". Our entire complex is ignored by this company and it is still being paid as if they were actually preforming their contract in any recognizable fashion. As our property has 360 units, assuming 20 are currently vacant, they are pocketing $8,500-$10,880 a month without actually fulfilling their commitment. I have no idea how this company is rated and A+ with such terrible service.

  

  Business Response

  Date: 07/07/2025

  We sincerely apologize for any inconvenience youve experienced. Please know that we take your concerns very seriously and are committed to delivering the level of service you deserve. As part of our efforts to ensure improved consistency and reliability, your home has been added to our tracking list for enhanced monitoring over the next several collection days. Should you have any further questions or concerns, our team is here to assist you. You can reach us by email at ********************************** or by phone at ************.

• Initial Complaint

  Date:06/23/2025

  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.

  Valet Living does not actually come to pick up the trash/recycling. In the last 2 months, they have only picked up my recycling twice, when they are supposed to come 2-3 times per week. Every time I call the business directly, they either ignore me, give me a vague response (i.e. "we're so sorry this happened"), or blame it on me by telling me my recycling does not meet their guidelines. I have double and triple checked that my recycling meets their guidelines, and yet they still don't pick it up. I am forced to pay $20 per month for a "service" that doesn't even show up or do what they advertise they do.

  

  Business Response

  Date: 06/24/2025

  Thank you for reaching out to Valet Living Support. We sincerely apologize for the inconvenience and appreciate the opportunity to assist you. To help us address your concerns as quickly as possible, please email us at ********************************** with your community name, apartment number, and a brief description of the issue you're experiencing. Youre also welcome to give us a call at ************ if you prefer to speak with someone directly. We look forward to resolving this for you promptly!

• Initial Complaint

  Date:06/09/2025

  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.

  The valet is careless and throws resident waste containers down in the breezeway. He skips 3rd floors. They sling backs up into the compactor instead of using the stairs. They bust waste bags and leave messes on the sidewalk and groundsincluding glass. They are too lazy to run the compactor and stuff bags of trash under the dumpster. Their service representatives are not pleasant to work with and only like to argue and give excuses. This company is ********.

  

  Business Response

  Date: 07/07/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues youve experienced. The behavior described, such as improper handling of containers, trash left on sidewalks, and poor customer service, is not reflective of the standards we strive to uphold.
  
  We take this feedback seriously and have opened a service request. Our onsite operations leadership team is actively investigating the matter to ensure it is fully addressed. A team member should be reaching out directly, if they havent already.
  
  If you continue to experience any issues, please dont hesitate to contact us at ********************************** or ************. We appreciate your feedback and the opportunity to make this right.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23442214
  
  I am rejecting this response because: There have been ongoing complaints over the years, high volumes of Valet Living Staff turnover, emails with unfulfilled solutions, and numerous residential complaints from residents regarding this services which as negatively impacted our business. I have an entire file folder of complaints and issues just from the last few months.
  
  Sincerely,
  
  Shadow ********

  

  Business Response

  Date: 07/10/2025

  Dear Shadow,

  Thank you for taking the time to share your concerns with us. We sincerely apologize for the ongoing challenges youve experienced with our service. We understand how repeated disruptions, staff turnover, and unresolved issues can be incredibly frustratingnot only for you, but for your entire community.
  Please rest assured that your feedback is being taken seriously. We are committed to improving the consistency and quality of our service and are actively working with our local operations team to address these concerns. As part of that effort, your unit has been added to permanent tracking to help ensure more consistent and reliable collection moving forward.
  We truly value your patience and the opportunity to make things right here at Valet Living. If you have any further concerns or notice continued issues, please dont hesitate to reach outwere here to help and want to ensure your experience improves.

  -Valet Living Support 
  
  

  
  

• Initial Complaint

  Date:05/30/2025

  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.

  Valet Living provides trash service at my apartment complex. It is a mandatory service, I am charged for it, and there is no "opt out." Trash must be set out between 5pm and 7pm Sunday-Thursday for pickup. On Thursday, May 29, I set my trash out before I left for an appointment. When I returned home at 9:30, the trash (and that of my neighbors) was still outside my apartment door. I checked the status of the pickup on the company's app. It said the service was complete and trash had been picked up. I reached out to their customer support through the app. The service agent, ****, told me that the pickup for my community was complete (which I knew) and that the service date was on Sunday. There is too much trash for the narrow hallway space to sit there until Sunday evening. It is a safety hazard. In addition, my neighbors use some kind of cooking spice that I am allergic to. I cannot leave my apartment without having an allergic reaction which could be life-threatening. I need this taken care of immediately.

  

  Business Response

  Date: 06/18/2025

  Hello! 
  
  We sincerely apologize for the missed collection on May 29. We understand the importance of reliable service and regret any inconvenience this may have caused.
  
  Please know that we are actively working to prevent future occurrences. To assist you more effectively, we kindly ask for additional details. Could you send an email to ********************************** with your full community name, building number, apartment number, and a brief summary of your concerns? This will help ensure our onsite operations team is fully informed and can take the necessary steps to address your concerns.
  
  You may also reach us by phone at ************. We appreciate your patience and look forward to resolving this for you.

• Initial Complaint

  Date:05/01/2025

  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.

  04-30-2025 8:02pm Im not sure which will reach you first so Im trying several avenues on this matter. Im a resident at **************** here in ********** and I have an issue with the lack of services being provided by the young man in our community. Although there are two people from what I have observed only one of them comes upstairs to service floors 2 and 3 in my building. The other gentleman takes care of the lower levels. Last night as I sat on the sofa, I heard the lid of the bin hit the wall loudly behind me, so I looked at my Ring camera to see what was going on. I observed my trash bag sitting near the stairway and the tall slender gentleman proceeding to go to the other side of the breezeway. When he came back with the trash from there, he picks up my bag from the ground and begins to look it over attempting to see through the bag and after a while he sits my trash back in my bin and begins to walk upstairs to service that floor. I step outside to inquire about it. I told him I just wanted an understanding on why my trash was placed back in the bin and the gentleman told me because my trash was heavier than everyone elses. I then asked if there was a weight limit on the trash that I should be aware of. Then he tells me that there is a bag limit and that I double bagged my bag because I knew it was heavy to which I explained, I just put raw meat in a bag that I didnt want to stay in my apartment and that the bag was basically empty without the meat so I dropped the bag on top of it and placed it in a bin. He then informed me he was coming back for it, but he placed a notice on my door for overweight/oversized trash. I even decided to pull out my scale to weigh the bag which came in under 20lbs. From a review of the Part-time Trash Collector job description listed on your site for ******* the applicants are asked to have the Ability to lift and transport items weighing up to 50 lbs. which my bag is well under this weight.

  

  Business Response

  Date: 05/14/2025

  Thank you for bringing this to our attention. We take all customer feedback seriously and appreciate the opportunity to respond. Upon receiving the feedback, our operations team reviewed the details of the incident and consulted our internal records. Based on the information available, our service was provided in accordance with the guidelines and procedures in place. However, we understand that we did not meet your expectations, and we regret any inconvenience or confusion that may have occurred. We do not have a bag weight limit but if the bag is stressing too much when pulled out of the bin the Valet is asked not to collect as this may cause a tear in the bag as it is transferred multiple times while collecting. We are committed to providing quality service and ensuring all concerns are addressed promptly. We have placed your unit on our observation list to further monitor your unit by reporting a photo of completed collection. If you would like to discuss this further, please dont hesitate to contact us directly at ************ or *********************************** We are committed to resolving your concerns and ensuring a positive experience for all residents. 

• Initial Complaint

  Date:04/29/2025

  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.

  This company does not render the services paid for. We have to call multiple times a month due to missed trash or recycling pick up. We are unable to get out of this service because our landlord is forcing us to pay for this scam "business". When I called about missed recycling for the 2nd time in a row, the customer service person laughed at my distress and said it was funny.

  

  Business Response

  Date: 05/08/2025

  Hello!
  I want to extend my sincerest apologies for the way you were treated during your recent interaction with our customer service team. Respect and professionalism are core values of our company, and it's clear that we did not meet that standard in your experience.
  Please know that we take this matter very seriously. The behavior you encountered is not acceptable and does not reflect how we aim to treat our customers. We are addressing the issue internally to ensure this does not happen again.
  To make things right, our operations team is now personally handling your case to ensure it is resolved promptly and to your satisfaction. We are here to support you every step of the way.
  Thank you for bringing this to our attention and for giving us the opportunity to correct it. If there is anything further, we can do, please dont hesitate to let us know. You can reach us at ********************************** or by calling ************.

• Initial Complaint

  Date:04/24/2025

  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.

  Valet Living consistently fails to collect although all pickup rules are followed as evidenced by Blink footage. The most recent date is April 23, 2025. I have attempted to reach out for resources and resolutions multiple times. The only resource that has been provided is to have my unit placed on "tracking" by the complex manager. This has been done and the issue persists. I have reached out to Valet Living for an alternate resolution with non-response.

  

  Business Response

  Date: 04/29/2025

  We sincerely apologize for the recent lapse in collection service at your address. We understand how frustrating and inconvenient this has been, and we truly regret the disruption it has caused.
  
  Please be assured that we are actively addressing the issue. Our Onsite Operations Leadership team is closely involved to ensure service quality aligns with the standards we strive to provide our residents. In addition, we are implementing extra measures to ensure your concerns are handled promptly and consistently.
  
  To better monitor service reliability, your address has been added to our internal tracking system for heightened visibility. According to our most recent report, a collection was scheduled to occur last night. We will continue to monitor service at your location and follow up as needed to ensure consistent performance moving forward.
  
  We appreciate your patience and understanding as we work to resolve this matter. If theres anything further we can assist you with, please dont hesitate to contact us.

  Customer Answer

  Date: 04/29/2025

   
  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:04/10/2025

  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.

  This business has missed trash collection numerous times with no reason or advanced notice given. Recently, they did provide a reason when they outright refused to collect trash under the guise of being "overweight" (whereas the information we were provided lists 25 lb as the maximum and the bag was weighed at 15 lb). They left a green tag saying "Well, this is awkward", and I did not know it was an "observation" (which I guess is akin to a "strike") until their support said it was. The green tag did not list that it was an observation anywhere.The previous observation I was given was because they accused me, with no evidence, of leaving the bin out during non-collection hours. They sent me an email about it, completely different from the green tag they left recently. They even threatened a fine, whereas the addendum for their service in my lease outlines no fine for leaving bins out overnight, and once again, they have no evidence that I did.Their support has usually answered me, but has only fixed the problem the following day, and these issues keep happening. Recently their support provided me no update for days, and then replied after I followed up with a useless recollection of facts I already knew- they did not address the discrepancy with the trash weight limit. I am forced to pay for this service and it's ridiculous because it feels like a very frustrating scam when the service I am paying for is not provided.

  

  Business Response

  Date: 04/21/2025

  Were sorry to hear about the issues youve encountered and appreciate you bringing them to our attention. Please know that we are committed to resolving your concerns as quickly as possible.
  Your apartment home has been added to our tracking system to ensure consistent service and greater accountability. Our onsite operations leadership team has attempted to reach out, but unfortunately, those efforts have not been successful so far. They are also working closely with your **************** to help address and resolve the situation.
  If you continue to experience issues or have any questions, please dont hesitate to contact us at ************ or via email at ************************************************************.
  Thank you again for reaching out. We are dedicated to delivering the level of service you expect and deserve.

• Initial Complaint

  Date:03/19/2025

  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.

  I have contacted Valet Trash multiple times about my trash not being picked up. This has happened on 15 different occasions. Each time I contact customer care and representative state a manager will call me. Two years later and Ive yet received any call. But Valet Trash continues to get my money while providing poor service. Valet Trash doesnt take customer complaints seriously. In fact they completely ignore and disregard customers complaints. The service provided by Valet trash is atrocious . I have ring doorbell video footage for all 15 times my trash wasnt picked up. I pay for a service in which Valet Trash fails to ********** trash should be collected each time I put it out on trash collection days. This is unacceptable and its quite obvious that Valet Trash doesnt value their loyal customers . If you cant truly service your customers as they deserve then get out the business. Because right now your service is worthless yet I still have to pay for it. At this point my account should credited due to the awful service Ive received.I will definitely make sure share my experience on all social media platforms. So that it will warn potential future customers of the horrible service in which ******************** Trash provides.

  

  Business Response

  Date: 03/28/2025

  Thank you for reaching out and bringing your concerns to our attention. We sincerely apologize for any inconvenience youve experienced and understand how frustrating this situation must be. We truly appreciate your patience as we work toward a resolution.
  After thoroughly reviewing the issue, we have taken immediate steps to address it. Our onsite leadership team has added you to our tracking system for ongoing monitoring to ensure the matter is properly managed.
  Once again, we apologize for any disruption this may have caused and appreciate your understanding. If you have any further questions or require additional assistance, please dont hesitate to contact us at ********************************** or call us at ************.