ComplaintsforArrowaste, Inc.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled garbage collection on 4/22/2024. $75.00 paid on 2/16/24 for service April, May, June. Customner #**-101607 0. Containers were picked up 4/23/24. I assumed I would receive a $56.00 credit for service dates not used. I did not and when I called 5/2/24 I was told "You do not get your money back because you went with another service." I asked her name but she refused to give it to me and said I had to contact customer service on the website.I did that and asked for a credit of $56 to my account. **** of ********************** **** responded. "When cancelling service to go with another company, there is no refund. We ask we you pay for 3 months service you stay with us for the 3 months." There is nothing of this in their contract and I have been with Arrowaste since 2009 when they bough Everkept.

  

  Business response

  05/29/2024

  Hello *****,  It appears that we were able to clear this up and reinstate your service.  Thanks for reaching out and bringing this to our attention.  I am glad that it has worked out and you are a customer again. 

  Thanks!

• Initial Complaint

  04/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My automatic payment had been declined because we recently switched banks. I promptly paid my bill on Monday 4/8 in order to ensure that I received trash service the following day, and I received both a payment confirmation and receipt.On Tuesday 4/9 my trash was not collected. I called on Wednesday 4/10 and they refused to pick up my trash without paying them an additional fee despite having already paid for my waste service.

  

  Business response

  04/17/2024

  ******,

  Thanks for reaching out.  That original bill was due 3/15/24 and we sent out a reminder bill that was then due by 4/1/24.  After not receiving payment by then the account did go on hold.  I do see that a payment was made online on 04/08,our online portal does say "NOTE: Please allow up to two business days to process payment" before your payment is completed.  You payment was posted to your account later on 04/09 and the driver had already went by your house by then.  We always suggest if you are paying close to your pickup day, please call in the payment.  We take free personal payments over the phone and can immediately clear up your account and route it for pickup the next day.  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12-18-2023 they took my trashcan I just started service on October 17, 2023 and paid for 3 months with $10.00 trash can delivery fee so why are they charging me for the prior months when I just started my trash service after 6 weeks of absolutely no service. I want my service back and I don't want to pay for another delivery of a trash can. Isn't this illegal?

  

  Business response

  04/17/2024

  Hello *****,

  Thanks for reaching out.  It looks like the payment was received on 12/19/23 and the carts were returned on 12/20/23.  I believe at this point you are all set, let us know if there is anything else we can help with.  Thanks!

• Initial Complaint

  12/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The bill from May 15 to June 15 was paid and we had service for it. However after that I was unable to pay because I was unemployed. So the period between June 15 and July 15 there was no payment. They took the bins and I was not able to access my account online. We had been deactivated. When I did submit a payment on July 17 to go through September 15, they inaccurately applied that payment to June 15 to July 15. So that would have covered June 15 to August 15, which was incorrect. They tried to tell me my account was "on hold" not terminated after June 15, yet they had taken the bins and I could not access my online account. Clearly services had been terminated. I got two or three word responses from their billing department at this time over email when I tried to address the June issue. They repeatedly told me my account was correct and refused to look into the situation. I am happy to submit screen shots of those conversations, as well. At this point, the assistant to their PR person, *************************************, noticed we were connected on FB. ***** is the ex sister in law of my boyfriend's sister. It's an odd dynamic. Anyway, the assistant had ***** reach out and I thought things were finally going to be resolved. She did handle the June issue but when I pressed about the September issue, she ghosted me. When I called her out about it over FB messenger, she told me there was no ghosting and that they had sent an email to my ******************** account. I never received an email from them. We went back and forth a few times and still no email from them. I then asked her to give me her email address so I could email her directly and I got totally ghosted again. Clearly I had never been emailed and she was making it up. Otherwise she would have had no issue in giving me her email so we could resolve things. I am a single Mom with a special need child and my Ex is in prison so I receive no child support. It's the Holidays and every dime counts. Please help me resolve this issue and get my refund so I can give my kids a good Christmas.

  

  Business response

  04/17/2024

  Hello ********,  I apologize for the delayed response.  The ** person that you were dealing with is no longer with Arrowaste.  I am just following up on cases and see that this was not responded to.  I did also follow up with you on email and ensured that the refund was issued for the payment we have received in July.  It is my understanding that this has been resolved.  Thanks for reaching out.  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I live in a neighborhood that has a signed contract (as of 2/22) with Arrowaste for trash removal. Based on this contract there are not supposed to be any additional charges for trash removal. I have spoken with the property manager for our neighborhood and have viewed the contract. I recently received another bill from them for additional trash. This is a clear violation of the contract that Arrowaste signed stating they would stop with additional charges (sometimes charged extra per bag). When I call the company they just send me to voicemail and refuse to even give me the name of who they are transferring me to. This is very poor customer service and violation of their signed contract.

  

  Business response

  04/17/2024

  Hello *****, I cannot locate your account based on the information given. I would be happy to look into this situation and correct any issues.  Please email me at *********************************** and I can review your account and any associated agreement.  Thanks

  Customer response

  04/24/2024

  It has been 8 months since the complaint was filed, at this point no longer an issue.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company billing requires an advance payment for 3 months of service more than 2 weeks before providing any services. If services are not paid for by the 15th of the previous month they charge a fee equal to 24% of the total bill, even when paid before services are rendered but after the 15th. It's October and I am being billed for December-February with a late charge in November if not paid. They moved my due date and implemented this arrangement even though I did not agree or miss payments. Their customer service blames the customer for their predatory fees.

  

  Business response

  04/17/2024

  Hello ******, Thanks for reaching out.  It looks like you have been with Arrowaste for 6 years.  We have not changed our billing process in that time, our service is a prepaid service.  We do give the customer about 30 days to pay before a flat $10 late payment fee is added.  The due date is printed on the bill and a late payment fee is added if the payment is after the due date.  Unfortunately, we cannot change how we bill all our customers and it is a prepaid service.  Thanks!         

  Customer response

  04/23/2024

   
  Complaint: 18313207
  
  I am rejecting this response because: You bought the company that was my provider and changed my account to your way of billing, I was forced to pay in advance not I sought you out to be my provider.  Lack of competition leads to customer abuse.  Your late fees are almost as much as a months service and technically aren't late fees as much as extortion since they happen before you provide any service at all. Not the model of my previous provider.
  Sincerely,
  
  *************************

• Initial Complaint

  10/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Arrowaste agrees to pick up my trash every Friday, residential trash pick up. On 9/17 they came to my house and took my trash can by mistake, they didn't return my trash can until four days later. Then on 9/24 they failed to pick up my trash, I called them on 9/30 to make a complaint in hopes they could resolve the issue on their end, they said I wouldn't be charged for the pick up and they would make a special note to their driver to ensure my trash pick up is handled correctly. Then on 10/1 they again, failed to pick up my trash. Their customer service rep again is making me wait an additional four days to pick up my trash w/ no offer of a better solution or attempt to resolve my issue in a timely matter. I don't have any other options in my area for trash pick up and feel stuck dealing w/ this company.

  

  Business response

  11/09/2021

  Business Response /* (1000, 15, 2021/11/09) */ I am reposting this as we continue to get calls from your group stating we have not responded to the BBB, though I show this same response for the week of October 11th (I submitted here as well as via phone when asked, we also posted on our google review site wherein *** wrote the same - He has not reached back out to us despite our request below to do so if still having concerns: Hi *******, we want to apologize for our mistake (as it appears we did over phone on Fri. 09.17 too :)) - We credited you a month of service, please reach out at *********************** if there's anything else we can do for you, so appreciate your letting us know!

• Initial Complaint

  06/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid bill 6/11/21 container was picked up today 6/15/21 and was told they can not get another to me for 2 days. I expressed I was concerned about my trash just being outside and getting tore open by wildlife. Customer service rep was rude and showed no concern for my issue.

  

  Business response

  09/27/2021

  Business Response /* (1000, 10, 2021/09/27) */ Second response attempt - We spoke with this customer again the date our mistake occurred, & that same day returned a newly refurbished cart to their home (on 06.15) so that no inconvenient gap without a trash cart was experienced. This complaint from the BBB was re-opened & didn't make it to us until 09.27.21, hence the second response. Consumer Response /* (2000, 20, 2021/09/28) */ Yes it was resolved. I was going to call you back at 330 today when I clocked out Thank you so much for the follow up, ************

*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. ↩