Complaints

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

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  Borden Waste-Away Service, Inc.

  1601 W Beardsley Ave Elkhart, IN 46514-1825

• 

  Borden Waste-Away Service, Inc.

  PO Box 1218 Elkhart, IN 46515-1218

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:05/30/2025

  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 been trying to cancel service for 3 weeks now. Your customer ********************** is horrible. I last received contact 2 weeks ago and have gotten no further response. Pick up your trash cans and stop billing me for service.

  Business Response

  Date: 06/03/2025

  Thank you for your patience, and I apologize for the difficulty you've had reaching our office.

  Weve been experiencing a high volume of calls and online requests.
  

  I will review your account to ensure it has been properly cancelled. Regarding your cart(s), please note that in Goshen, pickups occur on Thursdays. To ensure timely removal, kindly place your cart(s) out by Wednesday night.
  

  If you have any further questions or need assistance, feel free to reach out.

• Initial Complaint

  Date:04/11/2025

  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 trash truck ripped off the lid of our trash can on March 14th. I called the company and was promised a replacement on Monday, March 17th. I was instructed that we would receive the replacement the following Friday, March 21st. We did not receive a replacement on the 21st. I called again on the 21st; they apologized and assured me that we would get the lid on the following Friday, March 28th. I called again after not receiving the can on the 28th and was again told that I had no other option than to wait for a replacement the following Friday, April 4th. I am calling again today, April 11th, and received the exact instructions. I am requesting a replacement. Additionally, the company trucks drive past our house on CR7, blowing trash into our yard and our neighbors ' yards daily. I have contractor trash bags full of trash and nowhere to store THEIR trash.

  Business Response

  Date: 04/11/2025

  Thank you for your patience, and I apologize for the inconvenience you've experienced with getting the lid on your trash cart replaced. Due to ongoing driver shortages, **** had to prioritize deliveries for customers who currently do not have carts, which has unfortunately caused delays in scheduled cart repairs.
  

  As discussed during your phone call today with our Customer ********************** Representative, we are currently only able to perform cart repairs and replacements in your area on Fridays. However, to help expedite your request, our team has offered an alternative solution because you did not want to wait until next Friday to have the lid replaced. You agreed to bring your cart to our office today at 3:30 PM, where we will have a replacement cart ready for you.

  We appreciate your understanding and flexibility, and were committed to making this right for you. Please dont hesitate to reach out if you have any further questions or concerns.

  
  

• Initial Complaint

  Date:02/07/2025

  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 recently noticed a monthly price increase in my service, which is charged monthly to my DISCOVER card. I investigated the company website to see current price for weekly service. The price was and is $28/month for my level of service. Seeing my monthly charges were now $42, I called the company office to inquire. The agent agreed I was being over charged and offered to reduce my monthly charges immediately to the quoted rate online: $28/month. I accepted.I further inquired about a cash refund or, alternatively, an account credit, being that I have been historically over charged for many months. She declined, saying she could not do that.

  Business Response

  Date: 02/27/2025

  The advertised pricing listed on our website is for new customers only. All accounts are subject to annual rate increases. In addition to lowering your current service rate (which has been completed per your request during your initial call to our company) we are willing to provide a $200 credit on the account in good faith.

  Customer Answer

  Date: 02/27/2025

   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.

  Before closing the complaint as satisfied, please confirm the promised credit has been applied.

   

  
  

  Thank you.

• Initial Complaint

  Date:03/18/2024

  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.

  Borden was scheduled to pick up my recycling on 3/15/2024. On 3/16/2024, I found the container laying on it's side, still well over halfway full, with some recycling scattered in the area. I called Borden to request they come pick up my recycling. The called back on 3/18/2024 with their response. They advised they have video of them picking up my recycling on 3/15/2024. That *** be, but they emptied little, if any, of the bin when they did so. The contents were not packed tightly either. As I stated, when it was on its side the next morning, items were falling out and being scattered by the wind. Borden advised they won't have another truck in the area and refuse to pick up my recycling until my next scheduled pick up date, which is two weeks from now on 3/29/2024. St. Joseph County residents are forced to pay their recycling fee on their property taxes, so there I can't refuse to pay, cancel service, or find a new provider.

  Business Response

  Date: 03/18/2024

  Thank you for reaching out to address your service issue. Upon review of the video footage, the driver did empty your recycling container. Sometimes not all of it comes out when dumping the cart into the truck. Our drivers do not have a way to verify all of the contents are emptied. They do watch a camera and see when items stop falling. This could be what happened in your case. The footage does show that the container was placed on the ground in the proper upright position after servicing. The strong winds on Saturday, can contribute to recycle carts blowing over. I do apologize for the inconvenience that it cause you by having recycling materials blown on your yard. Unfortunately, we are not able to service you again until your service day or issue any refund due to it being a county contract. We will send you a recovery packet to help with extra recycling that does not fit in the cart. There will be an envelope with 3 large blue bags. Once they are filled, you can place them next to your cart and we will remove them.

  Customer Answer

  Date: 03/18/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:06/20/2023

  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 been denied trash service through Borden for at least two years now. I had service through them when I moved into this home in 2014 my timeline of events is fuzzy, but they called me and explained after at least5 years of service that they would be discontinuing service in our neighborhood. We do live on a very rough road. Our bill was always on time and never unpaid or late. They explained they were breaking trucks and they didn't want to drive back here any longer. that was fine but our neighbors continued to receive service, so we switched to ********************* for a few years all the while our neighbors continued to receive service through Borden's **************. After a few years NCD also called and informed us they didn't want to drive their trucks back here leaving us with no options for trash service. We have tried countless times over the years to reestablish service through Borden's Waste service because they run their trucks in front of our house every Wednesday, my neighbor that lives up the hill from us even leaves their trash can in our yard in front of our home because it would be too hard for the truck to get up the hill. Each time we are told that we can have service pricing and receptacle size are discussed and arrangements made for a receptacle drop off. Then either the same day or the next we are called back and told that they cannot service us because of our road or given no logical explanation at all considering they stop in front of our home every Wed. We have recordings of being told we have established service as well as recorded conversations after being denied. the only reason I can think we are being excluded is due to some form of discrimination. We also have footage of the trash truck running in front of our home every Wed . I would like to have a logical reason to the question of why we cannot receive services even though the truck runs every week and has for years after we were told they were canceling this whole area.

  Business Response

  Date: 07/07/2023

  This house is located in an area that used to be an old gravel pit. The problem with this neighborhood is the roads. They are narrow, gravel and sand roads. They are not maintained and not rated for a heavy vehicle such as a trash truck to travel on. For many years we have serviced a few houses, but not all of them. The houses that we serviced were the easiest houses to get to and from. Some of the customers actually have to take their cans out to the main road to be serviced because we can not go down their street. During the winter time, our trucks can not even go down the roads. After great deliberation of the safety and security of our drivers, trucks and customer property, we have decided that we will no longer service that neighborhood. Over the next ***** days, we will be contacting all customers in that area to notify them of this service change.

• Initial Complaint

  Date:10/18/2022

  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.

  THIS BORDON FOR THE PAST 1 MONTH REFUSE CURB SIDE SERVICE ,THEY PICKUP TRASH ,AFTER THEY GET YOUR MONEY OUT OF YOUR BANK ACOUNT, ,AND THEN GIVE YOU 2 PICKUP A MONTH AFTER THIS COMPANY GETS YOUR MONEY ,ND THE DRIVERS REFUSE TO PICKUP WHEN THEY ,COME DOWN YOUR STREET ,IF HEY WANT TO PICK UP THIS TRASH CAN AND THEN, YOU CALL THEY LIE TO YOU ON THE PHONE,ABOUT SAYING THERE DRIVERS WAS OUT THERE 6;45AM AND THE DRIVERS DO NOT COME AROUND UNTIL 12;00 NOON,

  Business Response

  Date: 11/23/2022

  Good morning, 

  Borden has been providing services for ******************** since 2019. It does not appear that we have had any service issues until late September.  Borden agrees that there were service exceptions at ************************ home on September 19th. After ******************** contacted Borden it was determined that her container was not out when our driver was there to service her container. Borden reminded the customer to have the container out by ****** and ******************** did respond by removing extra trash the following week. 

  We had the same issue at the home on October 3rd. The customer was reminded to have her container out by 6:00am and it was resolved the same way on October 10th. 

  ******************** did request to end service on October 3rd. The end date requested was 12/1. At this time Borden has ended service as of that date. The container was removed on 11/22 and a refund will be returned to ******************** after the first of December.