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:11/01/2023

  Type:Customer Service 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.

  Ace Solid Waste charges extra for yard waste pickup. They provide a container and let customers fill up to 20 bags per week. Over the past 3 weeks they have sent me messages saying they will not be picking up bags due to staffing shortage. I have reached out to the company for compensation, because I am not receiving the service I paid for. In short they are not intrested in refunds at this time.

  Business Response

  Date: 11/02/2023

  We apologize for the inconveniences caused with us not being able the remove your additional yard waste bags due to staffing shortages. There was a letter sent in February 2023 advising that when staffing allows we would accept up to 10 additional yard waste bags per week. We have been able to service the yard waste carts, but current staffing has not allowed for us to pick up the additional bags. We have full intentions to get all additional bags picked before the end of the season. Since we have been able to service the carts, we typically do not extend a credit. As a courtesy we have issued a credit to your account for one month of yard waste service. The yard waste season started in April and ends the week of November 13th, weather permitting. It would be an eight month service, in which you paid $200.00. The credit amount issued to your account is for $25.00. Invoices for ******* services have already been processed, so you will see this credit reflected on your next invoice.

  Customer Answer

  Date: 11/08/2023

   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.

   

• Initial Complaint

  Date:11/01/2023

  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.

  Ace was the only waste service that we used since moving into our home in August of 2021. We had good service until this fall. We had yard waste bags that didn't get pickup up on trash day. So mu husband called in and asked when they'd be coming out to get the bags. He was informed that they were short staffed and couldn't get the bags. Issue 1) if you are short staffed, and you know you're short staffed, call us and let us know not to rake leaves or not to bag the leaves or not to haul the full bags to the end of the driveway. But that's fine, we ask when they can come out and get them. They don't know. Ok so then do we get a refund? problem number 2) There was literally no effort to correct the situation. no indication of when the yard waste would be collected--if at all, no refund given when asked. only a reiteration that they warned us that they could pick up 10 extra bag "if staffing allows". Problem number 3 that disclaimer states that they will pick up yard waste "if staffing allows" but nothing else. We paid for a weekly service so it was our understanding that yard waste would be picked up on our trash day "if staffing allows", if staffing does not allow it would be picked up on another day that week.... not that it would not be picked up. We are paying for the yard waste service. We have a contract to pay a certain amount for a certain service.I don't have the paperwork in front of me so I can't tell you what we paid or exactly how long we were customers. But we paid in-advance for a service we will now never receive. *** did not deliver on their end of the contract so we moved on to a different company.

  Business Response

  Date: 11/02/2023

  We apologize for the inconvenience with removing your yard waste bags, due to us being short staffed. A letter was sent in February regarding additional bags of yard waste would be removed when staffing allows. Emails and text message alerts have been being sent to our customers advising that the yard waste carts will be serviced, however there may be a delay in picking up the bags weekly. We have full intentions to get all additional bags picked before the end of the season. A credit of $28.96 was issued to your account for the cancellation. This credit will be issued back to your **** card ending in ****. We are sorry to hear that you have cancelled your services with ACE. 

  Customer Answer

  Date: 11/02/2023

   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.