Complaints

This profile includes complaints for Red Oak Sanitation, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Red Oak Sanitation, Inc.

  Cumming, GA 30040-4342

• 

  Red Oak Sanitation, Inc.

  PO Box 1777 Gainesville, GA 30503

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:03/23/2023

  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.

  We canceled service effective March 3 2023, cans were available for pickup on March 3rd. Red Oak chose to pick the cans up on March 10th, and are charging us for an extra week of garbage collection. WE DID NOT PUT GARBAGE OUT ON MARCH 10th. Our cans were available for pickup on March 3rd. Per ***** the policy is to pick up cans a week later and to charge for that week as their fees for picking up the cans. I asked where on the website is this policy listed, ***** said the policy and the so called fees for picking up cans is not listed on the website anywhere, however, it is in the "welcome letter". I asked for a copy of the actual welcome letter from April 2018, that supposedly was sent to us when we started this service. ***** stated he didnot have a copy of it. We never received a letter stating there were cancellation fees associated with our account. ***** actually admitted "now the welcome letters state that cancellation fees apply". Our March invoice was $31.20, we had three days of service at $3.02, so we expect a refund of $28.18, they are only refunding $17.57. I see that Red Oak posts the reply "they are no longer a customer of ours" to many complaints. No, we are not a customer due to underhanded unprofessional dealings. ************** agreed to an ***************** of $23.20 in May 2022 for two years with the required 80% home participation. Then after one year, they canceled the contract & increased rates to $31.20. That's roughly 190 homes that they are now servicing and within a year they canceled that HOA rate, it feels like a bait and switch. They got all these new customers then jacked up the rate without abiding by the contract. Secondly, instead of continuing with allowing 5 bags of yard waste, they mandated that yard waste must be in a can & you can get additional cans at $6/month each, this is on top of the rate increase to $31.20. We are no longer a customer but still expect our full credit effective March 3, 2023.

  Business Response

  Date: 03/24/2023

   the statements about the hoa agreement are not correct, as far as the cancellation customer paid the balance due on 3/2/23 then called to cancel on 3/3/23 at 4:48 pm. at that point a ticket was made to remove the carts on the customers next service day being 3/10/23.when ******************* verified that they had removed the carts on 3/10/23 the account was able to be closed out and a refund request was issued

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19640823
  
  I am rejecting this response because:

   Red Oak Scheduled the pickup day, not us.  As stated, these cans were made available as of March 3, 2023 for pickup.   We should not be financially penalized because they waited a week to pick up the cans.  If you can't pick cans up sooner than one week, that's on you and we should not be financially penalized.  Our garbage service ended March 3, 2023, a refund needs to be made effective March 3, 2023.  As stated, they dd not pickup up any garbage on March 10, 2023 .  Attached are the notifications from our HOA President, stating that this rate was locked in for 48 months.  The rates were increased in 12 months and that is why we canceled this service.  It is dishonest to take our money for a service you did not provide.  We expect a refund minus ONE day of service.
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/10/2023

  Please see prior response on 3/24/23

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19640823
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/18/2023

  please see previous response

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19640823
  
  I am rejecting this response because: see previous response: they continue to charge me for service they did not provide
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/28/2023

  Please see prior response on 3/24/23

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19640823
  
  I am rejecting this response because: they are ripping customers off.  I have all the time to continue this forever.  Consumers need to know what a rip off company this is.   
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/31/2022

  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.

  There won't be a resolution other than me canceling this awful service. I posted a review online. The week following my honest review I was served with an updated bill for the next quarter. It went from $51 to $114. Including $2 for sending me a paper bill that I did not request. Canceling this account in the morning.MY REVIEW:Seems simple enough. We pay, you pick up the trash. Apparently it is much more difficult and complicated. We used Advanced for many years. WM bought them. Then shortly afterward we were gifted with the move to Red Oak, which is when problems began.In about 4 months they have failed to pick up our stuff 4 times. Our pickup day is Fridays, so when they fail to pick up we have to wait until Monday to call them and let them know.When we call and tell them they missed our entire street, they tell us each house has to call and schedule a pickup separately. So, when 10 houses call we have a major hassle getting through to anyone. When we do, after 2 or 3 of us get a rescheduled pickup they then declare that they are accepting no more special pickups for the week. So, the other 6 or 7 houses are screwed.This is totally unacceptable. It's a combination of bad processes, terribly designed trucks, and rigid attitudes about fixing their mistakes.I think I'll start burning anything I can and whatever I can't will go to the dump for $1 a bag.

  Business Response

  Date: 11/01/2022

  unfortunately as we all know the prices from 3 or 4 years ago that you had with Advance no longer exist, as for missed pick *** we were only made aware of one miss on 10/17/22. We apologize for the miss and will do our best to provide the service you expect in the future

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18339470
  
  I am rejecting this response because: it isn't true. 

  You have missed our trash and/or recycling 4 times. But your process to accept calls is a total failure. So, of course,  you don't have every missed pick up in your system. How convenient. Your online forms are a dead end as well.  I've submitted contact forms twice and gotten 0 replies.

  You service is bad enough that "missed pickups" in an option on your phone menu when people call. 

  I don't care.  I'm over it. I'm not paying $9 a week for you to pick up 4 or 5 bags of trash. I'll drop it off myself at the dump for $1 a piece, if $0.50 when I *************** with it. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/05/2022

  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 started service in September and never received a trash pick up. They make you pay 3 months in advance only for them not get your trash, even in a subdivision with other collections. And when we called to schedule a missed pick up they just gave excuse after excuse saying the truck was late but it NEVER came! Then when I finally called to cancel services because non were being rendered their office lady wants to just yell at you and doesnt give one single care that their company is the reason for the issue. They also threatened to remove a trash bin they did not give us simply because they consider it theirs. Well I informed we are renting this home and it was their prior to our move in so it is not my property to give and she threatened to charge my account $75. This is an unethical business. They should be closed down.

  Business Response

  Date: 09/27/2023

  unfortunately the ************** had a missed pick up back on 9/29/22 and there was some confusion on sending a miss truck back to her location. for the past several months it seems that there have been no issues with service at this location.