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:07/17/2025

  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.

  We signed a new agreement with Groot in 2019. There was an agreed upon price at that time, and every year they increased the price by 10% **** times they would write to justify it, but not always. This past June, without any mention or fore thought, they increased us by 22%. I called the number listed on the invoice for billing questions, and the person I talked to said there was nothing they could do about it. I contacted competive services, and signed with one. I sent a certified letter telling them I was done with Groot (after 22 years) Then a territory manager contacted us and said that we had an agreement, and sent me a poorly photocopied terms and conditions that didn't appear on the backside of the agreement I signed. They told me they could renegotiate which is baloney. They also said if i continued with the vancellation, I would owe them $2800.00 per the agreement they never provided me initially. ****thing about automatic renewal and their right to raise the rates as they saw fit. All the companies I contacted quoted me in the 150 dollars a month range. Groot raised us to $433.00 per month. The services provided by the driver were exemplary, the treatment by corporate is underhanded and unacceptable.The copies I'm sending show that there was no terms and agreements on the reverse side, and the ones they recently provided are poorly produced copies of copies.

  

  Business Response

  Date: 07/24/2025

  Subject: LD Payment Update Customer Confirmation
  

  The customer has agreed to pay the Liquidated Damages (LDs) and has submitted a signed response,  Additionally, he sent an email stating he will be making the payment in $500 installments due to current business challenges.

• Initial Complaint

  Date:06/20/2025

  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 had a waste removal contract with Groot initiated in 2015 when I moved my business to ***. I have been happy with their service and continued to pay for their monthly service since my initial contract. At no time since my initial contract have I been asked to sign any renewal contract Recently they did a material price increase to their service. I compared them to other vendors and found them to be priced high. We contacted Groot to cancel our service. At that time they said we would incur cancellation fees based on our "last contract" I did not sign any new contracts with them and I am the sole authorized signatory for the company. They produced a "contract" which is forged with the signature of my operations manager for the warehouse - ****** ****. ****** is not now nor ever has been an authorized signatory for the company which she is well aware of and always sends contracts to me for review and signing. Groot has clearly forged a made up contract which also DOES NOT HAVE A YEAR DATE on it It's a forged signature by ****** **** with 7/26 (no year noted). First - ****** would never sign a contract Second - I would never sign a contract without a year Third - I always initial the bottom right hand corner of every contract I sign. Groot further alleges that this fake contract was signed at our offices in person! I have never had a Groot representative in my office. They have further tried sending me a certified letter stating that they will assess penalties in accordance with their forged contract This is illegal and unethical behavior by their company It is unbelievable to me that Groot has the audacity to produce a forged document to try and avoid allowing us to cancel their service. Buyer beware Groot is highly unethical

  

  Business Response

  Date: 07/08/2025

  Subject: Contract Status and Service Terms ******** Account
  

  The contract for service was signed at the customers establishment on July 28, 2023. A copy of the signed agreement was provided to the customer, and it has been securely stored in our system since the date of signing. As a policy, we do not initiate commercial service without a signed contract on file.
  

  We also extended a rollback pricing offer to the customer, which remains available should they choose to accept it.
  

  In response to the customers request to cancel service, we issued a Liquidated Damages Letter outlining the terms for early termination, including payment and equipment removal. The customer declined this offer.
  

  We want to be clear: our organization does not forge signatures on contracts. All agreements are executed with full transparency and in accordance with our standard procedures.
  

  Please let us know if there are any further questions or if the customer would like to revisit the rollback offer or the termination terms.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23497836
  
  I am rejecting this response because:   Groot has never come to our offices to have any documents signed.   ****** **** is also not an authorized signatory for any contracts for ***********************  They allege this document was signed in our office on a Friday 7/28/23?   I am only in this office on Wednesdays and Thursdays of every week.  ****** knows this and would have never allowed anyone to have an appt to sign a document on a day I was not in that office.  Moreover, she would never have signed any legal documents as she knows she is not an authorized signatory and the document they provided is not ******** signature as confirmed by ******.    I assume Groot has forged this signature as ****** was the person calling them to ask about their rate increase   They are faking this document to pretend we owe them money under a false contract    There is no legal recourse for Groot to enforce a forged document.   I, **** ******, am the only corporate signatory for the company and always have been the only signatory.   I can guarantee that I signed the original contract for waste removal in 2015 when I bought that building, but I have not signed any subsequent renewals or new contracts since the original contract was signed.  Unless Groot can produce a contract with MY signature on it - the forged document they have 'on file' is not legal nor binding.    
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 07/17/2025

  Our sales representative offered **** a reduced rate and provided a new agreement for her signature to confirm. After she raised a concern about the Elk Grove license fee regulated by the Village of *********, we further reduced her rate by $5.25 to offset that fee. In addition, we offered to waive the $5 non-auto pay administrative fee.
  

  Though the updated agreement was sent to ****, it has not yet been signed as of today. In response to the BBB inquiry, the customer requested a copy of her signed contract. Weve attached the agreement dated July 14, 2016, which **** signed with a 60-month initial term and 36-month auto-renewal periods. Per her request, we are waiving the 2023 agreement and will continue with the terms of the 2016 contract.
  

  **** has been a valued customer since 2014, and we have offered to match the competitors rate she provided in hopes of continuing our relationship. Our sales representative has reached out via phone and email, but has yet to receive a response.
  

  There have been no service issues with this account, and we remain committed to delivering the same excellent service we've provided over the past 11 years.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23497836
  
  I am rejecting this response because: I have no interest in working with a company that would manufacture a fake 2023 contract.  Even under their own acknowledgements - a 5 year contract initially signed by me in 2016 ( I agree I signed that initial contract) HOWEVER, I did not sign nor authorize anyone to sign any renewal in 2023 which would have not even been at a renewal contract time BASED ON THEIR OWN ASSERTIONS   Renewal would have occurred in 2024.  The fact that a fraudulent 2023 contract exists and was audaciously presented to us as "legal and binding" makes me not want to work with this company at all   I am not comfortable working with such an unethical organization.   We are not under contract, no contract was renewed and I would like Groot to come remove their dumpster from my property immediately.     Had Groot come to me with a renewal in 2024 (based on their own timing and math) I would have gladly renewed as I had been very satisfied with their service but the production of a fake contract obviously forged with my employee's name (they clearly did not look back to the initial contract to see who signed the original contract but clearly, based the fake contract on contact with ****** about the rate hike) makes me not want to continue any relationship ever with Groot.   I want them to simply remove their dumpster asap.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/11/2025

  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 have been a loyal customer of your company for the past seven years, consistently using your services in good faith. Unfortunately, I recently discoveredafter it was too late to ******* the contract I originally signed includes a clause stating that unless I send a cancellation notice by postal mail between 90 and 180 days prior to the end of the initial 5-year term, the contract would automatically renew for another 5 years. I was shocked to learn that this clause also includes a penalty of over $1,500 for early termination after the renewal.There are several issues I find deeply problematic and, frankly, unfair:Lack of Notice: I never received any written or electronic communication notifying me that the contract was due to renew. A simple reminder could have prevented this situation.Imbalanced Requirements: The original contract was sent and signed electronically, yet the cancellation process is only valid if done through traditional mail. This inconsistency appears intentionally burdensome and is not aligned with modern, fair business practices.Unreasonable Penalty: Charging over $1,500 to terminate a service I no longer wish to use especially after more than 7 years of business is excessive and unjustifiable. Such punitive fees are anti-competitive and harmful to small businesses like mine.I believe these terms are not only unreasonable but could also be seen as predatory, particularly given the lack of active communication from your company regarding the renewal. These types of contracts disproportionately harm small business owners who may not have legal teams to comb through fine print or calendar alerts seven years into the future.I respectfully request that you waive the early termination fee and allow me to cancel my service without penalty. I hope your company values long-standing relationships and fairness in business more than clinging to a clause that was never clearly communicated or reasonably enforced.

  

  Business Response

  Date: 06/20/2025

  Subject:Account **************************************** *** initially contacted us through our website, appearing to be a new business inquiry. Upon further review, it was determined that she was an existing customer who had relocated. As a result, our sales team reached out to Ms. *** regarding the relocation of her service.
  
  At that time, Ms. *** disputed the validity of her agreement, asserting that her contract ended after the initial term and denying any auto-renewal. However,the electronically signed agreement dated June 1, 2019, clearly outlines provisions for both relocation and automatic renewal.
  
  It is important to note that under the Illinois Automatic Contract Renewal Act (815 ILCS 601), business-to-business contracts are explicitly exempt from consumer notification requirements. We remain fully compliant with Illinois law as it currently stands.
  

  Accordingly,we are within our rights to enforce the terms of the agreement. The account is scheduled for cancellation effective June 30, 2025, and the containers will be removed at that time. The account will also be referred to collections for the outstanding balance, including early termination charges under the ** clause.
  

  
  

• 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.

  I have lived in my home for 23 years. In that time, nothing has changed in regards to my street, my elevation, my utilities, etc. During this time we have had numerous garbage pick up providers. We have never had a problem. I live in an unincorporated area, and approx. 2-3 years ago our Township put a referendum on the ballot requiring everyone to use the same garbage pick up company to reduce wear and tear on the roads. It passed. The Township inked a deal with Groot and we have been with them ever since. During the summer months, three trucks come to my house every garbage day. Garbage pick up early in the morning, yard waste pick up in the early afternoon, and recycling pick up in the late afternoon. This past Friday (6/6/25) the garbage man came in the morning with no issue. In the early afternoon when the yard waste driver came, he struck the ************ lines. He ripped them out of the side of my house, damaging my siding, soffet, and a window shutter. My wife saw it happen and ran outside. She said the first thing she noted was that this was a new, visibly larger truck. The driver stopped, got out, and was very apologetic. He said "I'm so sorry! I've been down this street more times than I can count, but today I'm in a new truck. Don't worry, I've already called for a supervisor, and he's on his way." The supervisor was very rude and dismissive. He basically told us that our lines are too low, his trucks need to get through, and that repairing the damage is not their problem. He refused to listen to any facts, logic or common sense. He left. I called Groot industries and spoke to a supervisor there who basically reiterated the same baloney. I have involved my insurance company, the *******************************, ***** and the ******************. All have informed me Groot is responsible for the damage to my home. I have left voice mails with supervisors at Groot twice on Saturday and twice today (Monday). No one is even returning my calls at this point.

  

  Business Response

  Date: 06/17/2025

  Regarding the low hanging lines at ***** ******* residence.Our driver contacted his operations supervisor to  come to Mr. ******* residence. Our operations supervisor was able to assess that there were low hanging lines that were not 15'5" above the ground. The overhead clearance of a Groot rear load truck used for the collection of trash, recycling, and yard waste in this area is 12'5".  Our operations supervisor spoke to Mr. ***** on the day (Friday, June 6, 2025) of the incident and explained this to him. 
  
  Per the ***************** Safety Code, rule 232, the required vertical clearance of communication lines, in this case referring to cable TV, phone,fiber optic cables, etc. is 155.  Rule 12 of the same ***************** Safety Code states that A: ************ supply and communication lines and equipment shall be designed, constructed, operated, and maintained to meet the requirements of these rules. And B: The utilities, authorized contractors, or other entities, as applicable, performing design, construction, operation, or maintenance tasks for electric supply or communication lines or equipment covered by this code shall be responsible for meeting applicable requirements.  This requirement is that the overhead communication lines be kept at 155 above the ground or higher. 
  
  Mr. ***** called Groot's customer service team and requested to speak to a manager on Friday. June 6th. The customer service manager explained to ******** that the video had been reviewed from the truck and that the low hanging lines were clearly visible in the the video. Our customer service manager advised  Mr. ***** that it would be the responsibility of the cable/internet/phone company  to ensure that their lines met the minimum requirement  of 15'5" feet above ground level. Mr. ***** was directed to contact the cable/internet/phone company regarding the damages to his home.
  

  On Tuesday, June 17th, our assistant district manager,called and spoke to Mr. ****** We again, explained that height requirement of the lines and that it would be the responsibility of the cable/internet/phone company regarding any damages.
  

  Groot Industries is not responsible for the damage to ********** ******** as the lines were low hanging and did not meet the required height of 15'5" above ground level. Mr. ***** will need to address this concern with the cable/internet/phone company that is responsible for meeting and maintaining the height requirement of their lines. 
  
  

  
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23447033
  
  I am rejecting this response because: I have been told by AT&T and the McHenry *********************** that the minimum height requirement does not apply here. I am not on a public roadway. I am on a dead-end private drive. Utility lines in this old, private, unincorporated subdivision of old summer cottages is dictated by the elevation of the homes and the existing poles. Nothing has changed here in decades except one thing- on this day the Groot yard waste driver showed up in a new, much larger truck.

  Groot is trying to ignore a lot of big white elephants in the room.

  1. A garbage truck has NEVER hit our lines. Heck, Groot themselves has been coming here for 2-3 years, 3 trucks every Friday. On the day in question, the garbage pick up driver in the morning had no issues. But when the yard waste driver came, in a new , HUGE truck.....Again, this is a very old, unincorporated subdivision of old summer cottages. Why on earth would they send that giant truck in here without pre-planning it!?

  2.Per the McHenry County Sheriff- the driver is always responsible for taking down lines. I drive a fire engine for a living. One of my many responsibilities is to be aware of my overhead clearance. I drive a huge vehicle with a ladder rack, emergency lights and a deck gun on top. It doesn't matter how many times I've been down a particular street. I am responsible for damage to the Village's very expensive asset. My subdivision is a tight squeeze for the USUAL Groot trucks. On this day the driver, knowing he was in a much larger truck, came blowing through here without paying any extra attention or exercising any extra caution in regards to overhead clearance.

  3. AT&T has filed a damage claim against Groot. The repairman told me any time a garbage company, moving company, etc. tears down their lines, they come and restore service to the customer and then submit a damage claim to the company for the cost of equipment and man hours (he also stated this was the only job he was ever on where a home was actually damaged). He stated it is a professional courtesy, and that the companies pay these claims "without batting an eye". So Groot is going to make things whole for AT&T, but not the paying customer who's home was damaged!?

  In summary, Groot's customer service is a joke. I already fixed my house. this was going on too long, and I didn't want to risk rainwater, insects, birds, etc. getting behind my siding. I think Groot owes me for all of the aggravation, time, labor and materials this has cost me. If not in the form of a monetary settlement, then in the form of a generous credit to my account.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/30/2025

  Subject: Final Position on Cable Damage Incident
  

  As previously stated in our response, Groot is not responsible for the damage caused by the low-hanging cables. Based on the information provided and our assessment, we consider this matter closed.
  

  Thank you for your understanding.

  
  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23447033
  
  I am rejecting this response because :The "low-hanging cables" of which you speak that have remain unchanged for well over 20 years? You've been servicing this neighborhood without issue for nearly three years, until you sent the yard waste driver in a new, much larger truck! The recent ************ article on the woman in ***************** whose house is still damaged from your truck explosion? Well, that was all I needed to see.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/02/2025

  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.

  I have been waiting for my contract to expire so I could cancel my service. I called to find out when it expired and I was told it auto renewed for another 60 months. I told them I did not want to renew and wanted to cancel.

  

  Business Response

  Date: 06/10/2025

  The account  has been established since 2016. The customer is under contract from ****** for 5 years with a 5 year auto renewal and that contract auto renewed 6.4.25.  The customer would have had to send a certified cancel letter within the cancellation window per the terms and conditions of the agreement. A copy of his agreement has been sent to him. The customer  is unhappy with the price increase; our sales team tried to assist him by reducing his rate and he refused.

   

   

  
  

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23408808
  
  I am rejecting this response because:

  It is not true that they made any offer to reduce my monthly fee. Since no alternate price was given, it is not true that I refused. They mention that I have been a customer since 2016. So they show their appreciation for their customers by more than doubling their rates. Over 5 years the cost went from $94 to $225.

  The renewal was not prominently displayed, highlighted, large font, bold type etc. I did not receive a written renewal notifying me when the contract would automatically renew and how to cancel. They did not make it easy to cancel. I called to cancel in 2024 and was not provided with any info on how and when to cancel, only what the penalties would be if I canceled early. 

  When I called in June to cancel, that is when I was told that it auto renewed. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/16/2025

  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.

  My husband and I purchased our first house and will be moving next weekend. I called to set up refuse collection services and was advised I had to pay for all of April and the last 2 weeks of March. The house has been vacant and no one informed me I had to call Groot to put a hold on collection services that I hadn't even started yet. Nowhere does it state services must be set up as of closing date. What if a sale involves a rent-back provision? Moving date is the more logical start date as that is when one would start using the services. Groot knew or should have known the house was vacant when the Sellers cancelled their service and no one set up service for the address. This is completely unfair as we have not used the refuse collection services and will be forced to pay for services not rendered.

  

  Business Response

  Date: 04/21/2025

  Called and spoke to ***** Informed **** that we will begin billing her on her move in date of 05/01. She will receive her first invoice in July which will cover the months of May, June, July, August, and September.  Customer was satisfied with this resolution.

  Customer Answer

  Date: 04/23/2025

   
  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:03/18/2025

  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.

  Bill for July - September 2024 (invoice 12719129T092) was not paid on time due to being away Bill for October - December (invoice 13245695T092) was paid early on Oct. 14 including late charges Bill for January 2025 - March 2025 (invoice 13723857T092) was paid early on February 14 minus line item of "Administrative Fee" dated Oct. 25.I called to inquire what was this administrative fee was as there was no description of it on the bill nor in any information I have received from Groot. I was told that it was a fee to take me out of "collections" because of the late payment for the July - September bill and that it could not be rescinded. AND that garbage collection for my address is suspended until this is paid.I feel that this is a deceptive, unfair, and predatory business practice involving hidden fees and consequences. Groot did not explain what this fee was on the bill or the potential for it in other written material provided to customers, said that they were not able to remove the fee once an inquiry is made and a request placed to do so, and suspended garbage service until it is paid. I have received no written notice of the suspension and wouldn't know about it except that I had called to inquire about what this fee was.I'd like the $35.00 fee rescinded so that my account is in good standing and have my garbage collection resumed.

  

  Business Response

  Date: 03/24/2025

  The customer did not make payment to the account when due.  The account was past due over 90days and still received serviced while being suspended and being placed with a collection agency to recover the payment.  The collection fee encompasses administrative fees and to recoup the charges to have a collection agency recover the past charges due.  We have explained this to the customer and informed that this fee will not be waived. The customer has refused to pay this fee and has now placed her account in a suspended status.

• Initial Complaint

  Date:03/06/2025

  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.

  I have been receiving collection services from your company for a while. On my last collection day my garbage was not collected and a note was on my can about an outstanding payment. I was checking my account monthly and was not seeing any invoices. I also check my email daily and searched my inbox for any and all communication from you and I was not receiving any mail invoices either. Upon emailing customer service and talking to ****** ******* the office manger at the ***** location I found out that my account was in collection and I had a past due amount of $163. I have not received any communication on this. I was aware I was a payment behind and from my belief everything was paid and my account was in good standing as I had not had any other communication from you and my garbage was continuing to be picked up. I am very frustrated that I didn't get any invoices or commination about this. ****** has been very unhelpful as well as rude as she kept saying she has sent the invoices however, I have no record of them on my end nor would I have let my account get this behind if I had been made aware. Today my garbage cans were picked up and I received an email saying from ****** saying, "We have decided to no longer service your home and recommend you looking for another provider." This is unprofessional and discrimination against me due to me not being able to pay my account up front because I am ********** and not able to pay the balance at one time.

  

  Business Response

  Date: 03/27/2025

  To whom it may concern, we have been very professional with this customer. She has been on suspend five times over the last two years actually she was getting free trash collection for over six months during the time she was on suspend her garbage and recycle was still getting picked up. We have communicated via email about her account being past due multiple times our office manager even offered to come early to accommodate her hours because of her work schedule to take a credit card payment over the phone. this area is subscription for trash collection which the residents can choose who the trash collector provider is. Currently she still has an outstanding balance and will be sent to collections for payment. We have also picked up her carts from her residence and asked her to find another provider for trash collection. Any more issues or concerns feel free to reach out.    Thank you     

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23028656
  
  I am rejecting this response because:
  I did not receive any correspondence with the company that my account was that past due. They continued to collect my trash and didnt put anything on my online portal about my account. All of the sudden there was an issue and note on my cans and I did immediately message them. I checked my account, emails, and mail regularly and again did not receive anything from them. I know they bill quarterly so I figured that we were up to date. Upon speaking with them they said that they have emailed me and I checked my messages including my spam folder and never received anything. Nor have I gotten anything in the mail. If my account was that past due then they should have stopped taking my trash a long time ago and shouldnt have continued to pick up. Furthermore, if there was a problem and they didnt see any payments being done then they should have called me as my phone number is on file. For them to all of the sudden expect me to pay them the entire balance immediately is not fair. We are a struggling family on a very tight financial budget and they wouldnt work with me to fix the overdue amount that I was willing to pay. Then all of the sudden take my trash cans without any notice and completely refuse to service my home anymore is not right when I was trying to get them the payment.  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/10/2025

  Once ******* pays her balance that is in collections we would be able to restart services for her. Until she pays that balances we will not be able to offer services.

  Customer Answer

  Date: 04/11/2025

   
  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:12/16/2024

  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 am the new owner of the property that is being leased for a restaurant. Throughout the summer we have talked to the regional manager for Groot Industries about changing the frequency of the service and to decrease the size of the dumpster. They have refused to work with me. I officially contacted the company to cancel the service and the regional manager said he was unable to do so due to a contract in place with the previous owner. I have sent proof of new ownership to show that I don't have a contract with them. In retaliation, they stopped picking up garbage at this location as well as refused to pick up their dumpster off the property which poses a health risk.

  

  Business Response

  Date: 12/18/2024

  The owner of ****** ******** Tavern is under a valid contract.  The individual that has filed the complaint is leasing the property from the owner to whom we have contracted services. The individual leasing the property has only provided a copy of their rental lease and not a of bill sale showing they are new owners of the building.  We will only speak to the owner of the property who is currently out of the country as it pertains to the contract. The individual that has filed to complaint has been informed that he does not have the authority to terminate the contract.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22693779
  
  I am rejecting this response because:

  The contract is with Holiday Inn under ****** Campbells. I do not have any involvement with that entity. I am leasing the property under a new corporation and have provided a valid lease. My Corporation doesnt have a contract in place.  

  ******* *****

  

  Business Response

  Date: 12/20/2024

  We do apologize that the response is not satisfactory.  We will only speak to the owner of Holiday Inn/****** Campbells who we have the contract with. The owner may contact us to directly to pay the liquidated damages for the contract or continue to have service under the terms of the contract. We do consider this matter closed.

• Initial Complaint

  Date:10/02/2024

  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 a credit. I called in May 2024 to cancel the account and was advised that a refund would be in 7 to 10 business days. It's now October 2024, and still no refund. I tried calling, and they say it's still processing.

  

  Business Response

  Date: 10/10/2024

  THE CUSTOMER HAS BEEN CONTACTED AND ADVISED THAT THE REFUND CHECK WAS EXPIDETIDED ON 10/08/2024. CUSTOMER WILL BE RECIEVING WITHIN 10 TO 15 BUSINESS DAYS.