ComplaintsforTrash Away Sanitation

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm new to my Subdivision I just moved in on July 1st I feel I signed up with the wrong **************** Garbage Pickup they fail to pick up my trash last Friday then I called twice she said yesterday leave my trash on the curb they're coming after the end of their shift so I did have it still on the curb from last Friday then early this morning around 3:30am some animal got in my trash leaving a mess on my street and yard. The problem is I'm disabled and can hardly move around and shouldn't have to be cleaning trash in my yard because the Garbage truck did not pickup my trash now coming on 2 weeks and I paid for the service and cleaning up trash after being lied to by customer service still no show. I have lower back problems in my lower back, I had to go outside and clean up the mess before I get in trouble with our HOA folks here as a new customer I never expected to be dealing with this type of problem. I ended up pulling my trash back in. If they want the trash they need to come to the house to get it I'm not going to let this happens again. They need to refund me my money and I'm going to look into another trash company.

  Business response

  08/10/2022

  We do not show a customer with that name in our system. The name on the account for that address does not match the name on the account? However that account  has been a customer for over a month, she has not had an issue up until this past Friday when a new driver learning the route did make a mistake, We as a company did make it right by sending a truck back out to remove the trash for the customer. The customer also never called in about the issue on Friday she went straight to ****** to leave a review then followed that with a message on ******** not giving us anytime to pull footage from our truck to see what would have went wrong with her pick up. Once we did see the footage off our truck we then reached back out to her letting her know we would then be sending a truck back out to her and that we apologize for the inconvenience. As a company we did fix the issue and owned that we made a mistake. She also has not asked us for a refund or to close her account out, if this is something she is wanting to do we can refunded the remaining balance on the account to her and close the account, she would need to reach out to us in order to do so. There is not much more we can do at this point as we have already sent a truck back out.

  Customer response

  08/10/2022

   
  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

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I recently moved into this home and naturally requested trash service for my new home. I payed for weekly trash service from Trash Away Sanitation. The second/third week of service I noticed the can was not picked up. There was another can on the opposite side of the driveway waiting for another sanitation company to pick up that was here previous to me. When I noticed the can was not picked up it was after 5pm and I called the company and left a VM. The next morning I called the company and advised my trash was not picked up and why? I was told much later after advising the customer service rep that thee ********************** has not been picked up that they have a video of the can being dumped. I told her I am looking at your can and its not been picked up, I even took a picture and emailed it to their company. The manager suggested that I filled the can up and called them to pick it up. I was insulted and infuriated that she suggest I have time to get more trash, which I did not have any more trash and fill up the can just to call them. She said she knew I wanted more trash picked up because I just moved. I do not have more trash I have boxes that I am offering for free. After that call I fired this company and ask that they pick up their can and the trash and issue a refund of my remaining money paid. A week later no trash pick up and I called to be told that I must now wait 2 weeks because my account cancelled on the 17th. I would like for them to just come get the can and issue my refund so I can be done with this company. They do not respect their customers or the citizens of ***** county.

  Business response

  03/24/2022

  This customer set up service with us, and was explained rules and regulation. We ask all customers to have trash inside the can provided on pick up day. When she set up service she advised our office staff that she had a massive amount of trash and needed it all removed, she was advised that everything needs to be in the can on pick up day. Our calls are also recorded. She pays for one can service which is what was provided to the customer. The day of the incident that she is speaking of she had two cans out at the road. One can was ours the other can was another companies can. Both cans were side by side with each other at the time our truck went through, which we also have video footage off as all of our trucks have cameras on them that give us live feed off of our routes for the day. Which I can also provide to you. The video shows our tuck pulling up to her house with the two cans out and we dump our can and leave the other can. We did provide service to her.  When the customer called in we tried to explain the matter to her as well as offered to send her the footage off our truck, she then became very rude and was screaming and talking down to us about the issue, at this point we told her we were closing her account out and would refund her remaining balance once we have removed the can from her location, which can talk up to two weeks. 

  Customer response

  03/24/2022

   
  Complaint: 16929797
  
  I am rejecting this response because:
  
  This is a lie, I was never offered to view the video, in fact when I asked I was told that it violated some policy. That is why I emailed a picture of the can the same day. Also, I never said I had massive trash, I just moved and I asked about their procedure for boxes to be picked up the day before the delivery. I was told that it was .50 a box and I said I will find another way. So, I decided to give them to someone who may need them to move for FREE. The other can was on the left of the driveway and their can was on the right on the grass on the other side of the mailbox as it is TODAY. 
  
  Yes I was upset because I am really being accused of refilling a trash can? When I am looking at a full can in front of my home. It was ridiculous to be accused of such a thing.
  
  As you can see I have 2 trash cans in my garage, I have no reason to go fill your can back up.The trash in these pictures is trash accumulated from your company not picking up my trash. These black bags are for my new company to pick up. I do not think this would be thought of as massive trash. The boxes are neatly in my garage waiting to be donated. 
  
  These women assumed I needed extra trash pick up and insulting suggested I refilled the can just to get them to come back out again which is ridiculous and insulting to my character. Attached is the email I sent the same day of our conversation explaining the ** I left after I returned home Wed evening (pick up day) and saw that the can was still there full. Pictures dont lie, if your guys dumped the can than why is it still full?  
  
  Sincerely,
  
  *************************
  
  

  Business response

  03/25/2022

  We do not agree with the customers statement, all our calls our recorded she was offered that video as we always send these videos to customer, with no issue. she was offered this video two times and kept changing the subject of the situation and demanding for us to send a truck back out right then. Sending videos to a customer  DOES NOT violate any policy not sure where she is getting that information from, and again all calls are recorded. We have cameras on our trucks to be able to provide footage to customers if there is ever an issue.  We are really confused on this as we have already closed the customers account and have insured her she would get a refund once our can is removed from the location which is our policy on closed accounts. 

  Customer response

  03/25/2022

   
  Complaint: 16929797
  
  I am rejecting this response because:
  

  Than just send the video. I emailed the picture so you have my email and my phone number. 

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

• Initial Complaint

  09/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would not recommend this company to anyone. The lady who answers the phone is extremely rude. She have hung up on me before. They skipped my garbage and when i called her customer service was so horrible that I decided to discontinue service with them. Any time I've called she was very rude. I paid for a year up front. I asked what do I need to do to get a refund? She said leave the cans empty and they will pick them up. I had to pay a 3rd party company to empty the trash I paid them to remove. It's been 3 weeks and they have yet to come pick the cans up. When I call from my number they ignore me, as soon as I call from another number they answer and knew who I was by first and last name once she hear my voice. This company need to be shut down. I'm trying to get in contact with their corporate office.

  Business response

  11/29/2021

  Business Response /* (1000, 9, 2021/10/06) */ Eboney ********, did not follow our protocol on trash pick up. We have rules and regulation that are explained upon setting up service with us, we go over this with all customers as well as she was explained numerous times about the regulations because she was not following those guidelines. She still chose not to follow the protocol. None of our office staff was ever rude to her she was actually very rude to us and spoke to us in such a nasty manor. We are a very busy company we answer all calls as they come in never was one of her calls ignored we do have recorded phone lines as well. Consumer Response /* (3000, 11, 2021/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is in correct, I also recorded calls from them as well. They still to. This day have not picked up my trash cans. I paid them up for a year and they advised me to get a refund I need to empty the garbages out. I have done so and they still haven't picked them up. Every time I call they give me the run around. It's been a month no results and they are still charging me for services I'm not even using. And i only had a issue with the debris, which you did not explain to me before I signed up for the service. I was advised after you left my trash on the curb. I'm not the only client that feel this way about the company. Check their Google reviews everyone is saying the exact same thing. I normally don't even do reviews, but this company need to be shut down !!!

• Initial Complaint

  06/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Rude ****** and scammers we would like to cancel our services and a refund for payment made on 6/25/2021 we do not do business with companies with such entiltlement and privlidge i detrermin who i consume from and they are ready to many trash companies in henry county to support one with sick poor business practices i asked for a card to be removed from my account so that i can make payments online and the ladies Tunstall answered the phone were rude and continued to hang up they obviously are real comfortable as if they have more than one building we want s refund and an apology or we will seek further legal action because the cats on file does not belong to me or my husband

  Business response

  07/08/2021

  Business Response /* (1000, 5, 2021/06/29) */ This review is false. Mrs. ****** paid her bill 30 days past due, and service was suspended. We advised Mrs.****** there was not a card on file nor has there ever been. Payment has always been made by calling in the payment via phone. Trash Away Sanitation closed the account and stopped payment and will no longer being servicing the residence. Mrs. ****** made terroristic threats to our office staff and threatened bodily harm. All our calls are recorded and we are more than happy to share with anyone. This is our final response and will no longer communicate with anyone affiliated with this residence.

*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. ↩