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Complaint Details
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Initial Complaint
12/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
They restarted my service without my prior permission, charged me a reinstatement fee and tried to sue me for the bill for the outstanding amount. The bill would run from November - January and they have never collected my trash. They can't sue me for a service that has not been done. I would like for any reinstatement fee and present bill to be removed and to pay me for the past due amount.
Business response
12/19/2023
We have spoke with the customer and explained the billing process and have come to an agreement.Initial Complaint
08/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Approximately 12:00 pm on 8/1/23, my trash collector arrived in a reckless/unsafe manner slamming on his brakes. He quickly proceeded to lift my container and in doing so, crushed said container leaving it disfigured for minutes! I was unsure if the container would return to it's previous form. The driver then quickly proceeded to the next residence as if he was in a hurry. I noticed a stopped vehicle behind the collection truck, waiting/observing to for a safe moment to pass by the truck. I have not yet inspected my container, however, from my front door, it appears to be in original shape. My main concern was the lack of caution displayed by the driver.Business response
08/02/2023
I did call him and left a message on his phone and told him I would talk to the driver about driving too fast. About the can that got smashed, it's an automatic truck. I told him he can call me and I can answer any questions he has and when I call him I get an answering machine and left him a message.Initial Complaint
09/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They vacated our area. They do not pick up in our area anymore. I called and asked for them to pick up their trash bins. I have had it on my lawn for quite some time and it is leaving a brown spot in my yard.Business response
09/19/2022
I sent someone out to pick up the bin today. Thank you!Customer response
09/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. The company came and picked up the trash can.
Sincerely,
***********************Initial Complaint
06/08/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 24,2022 we ordered a 40 yard dumpster from Aspen Waste Management. The price was $495 for seven days and included one dump. I confirmed with the person I was speaking with that the one dump was that they would pick it up, dump it and return it to then be picked up after the seven days. I called to use that dump on May 27,2022, the dumpster they returned was a much smaller dumpster, I didn't think much of it I figured that's all they had available and we could make it work. And then that was to be picked up May 31,2022 after the seven days. Then on June 7, 2022 they charged our debit card $325 without any statement or even a phone call. They insist that the one dump meant the dump at the end of the seven days. That makes no sense. Why would'nt the final dump be included in the $495 for the rental of the dumpster. I am very frustrated. I would have never ordered a dumpster that I had to pay an extra $325 after the fact to have it dumped.Business response
06/21/2022
This consumer is complaining about being charged for 2 dumps, which is what we did. We charge for every dump. This is a standard practice. We listened to the calls and this was explained to her multiple times. I am not sure where the confusion is.
Customer response
06/22/2022
Complaint: ********
I am rejecting this response because:
I was told that the price INCLUDED one dump and return within the 7 day rental. The recordings they are referring to must be the ones AFTER the fact. I have checked with other services, it is COMMON to have one dump and return during the 7 day period.
This is not counting that they did NOT
mention there being a $320 fee when I requested this dump. You would think that would have been the very first thing that they would have told me when I requested it. And proceeded to charge my debit card the $320 that I knew NOTHING about.
Their driver also hit a cable wire when dropping the original dumpster. I contacted Aspen and emailed pictures, which they NEVER bothered to respond to.
I expect them to return the $320 I was OVERCHARGED.
Sincerely,
***** ********Business response
06/24/2022
June 24, 2022
Better Business Bureau
*** ********* *** ********
Dear Sir or Madame:
Aspen Waste Systems of Missouri, Inc. (“Aspen Waste”) is in receipt of the customer’s correspondence dated June 23, 2022, stating she was entitled to a free dump of her roll off container leased by Aspen Waste for which she should have not been charged.
We reviewed with our customer service representatives their correspondences with this customer. We are confident that what was communicated to the customer was the price of the dumpster which included delivery and then taking the dumpster and dumping it. What was communicated to this customer is consistent with the actual practice and cost for the particular service provided, and there is no such thing as a free dump and return of the dumpster to the resident’s home for a second dump. Such a pricing structure does not exist at Aspen.
Our best conclusion here is that the customer misunderstood the communication to mean, when it was stated the pricing included delivery and taking the dumpster and dumping it, that such included one free dump upon which we would return the dumpster to her residence for further use for after which we would again pick up the dumpster from her residence and again take the dumpster to dump it. That is unfortunately not accurate.
We are sympathetic to the customer’s frustration, and while we do maintain that we never communicated there would be a free dump and return of the dumpster to her home and then a second dump, we will credit her account the cost for the second dump.
Sincerely,
***** ******* ******* ******* ***** ***** ******** **** **** ****** ******* ******* ***** ***** ******* ** ********* ****Customer response
06/24/2022
I have rejected their response. I don't have an account to credit; they can send me a refund to mailing address. I don't want to have any further dealings with this company.Business response
06/24/2022
We will issue a refund for the amount of the second pull.Customer response
06/24/2022
Complaint: ********
I am rejecting this response because:
They offered to credit our account. We DO NOT have an account with them any longer. So that is impossible. They are in the wrong on this matter, the $320 overcharge should be refunded.
Sincerely,
***** ********
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.