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:07/20/2025

  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 live in *********, ****, and have had repeated issues with Local Waste Services consistently missing my scheduled trash collection. This has been an ongoing problem for six weeks. Every single week, I have had to contact the company after my trash was missed in order to get them to come back and pick it up.I have been proactive and patient, sending weekly emails documenting each missed service and even calling to speak directly with representatives. Most recently, I spoke with an agent last week, who assured me that my case was being escalated. However, my trash was missed again this week despite those assurances.This has been an ongoing pattern with no permanent resolution or communication from the company explaining why the issue keeps happening.I am requesting that Local Waste:1.Confirm that a formal complaint has been filed within the company regarding my repeated service failures.2.Provide immediate corrective action to ensure consistent trash collection moving forward.3.Explain why repeated escalations have not resolved the issue.I can provide copies of all emails and dates of missed service upon request.

  

  Business Response

  Date: 07/22/2025

  We sincerely apologize for your frustrations. After a thorough review of your account, we show there has been a total of 6 reported misses starting June 9th, 2025. For 5 out of the 6 times that the service was not collected, we did return a truck within 24 hours to correct our error and make sure that the service was complete. The most recent report of a miss was reviewed by our Operations team by pulling cameras from our trucks and there were no materials out at the time of service. We understand this is a service that should be completed automatically each week,without having to receive a notification from the customer, and for that we apologize. After reporting this information that was received on 07/11/2025 via email, we escalated the matter to our Operations team and Supervisor for review, as well as issued work orders for the next several weeks to ensure this is not continued as a reoccurring issue and the location will be placed on a watch list to be checked on weekly to ensure the drivers are servicing properly. Operations also rerouted your surrounding area to make sure that the route was accurate to ensure no issues going forward. Please reach out to us if you have any further questions or concerns, or should this problem persist, and we would be happy to assist further at that time.

• Initial Complaint

  Date:06/27/2025

  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.

  Our trash is picked up on Thursday. I believe it was June 12th. A trash truck broke down in front of our house on the other side of the street. Large oil spots were left in the street and their truck drove through the oil spreading it. I called and asked customer service to have the oil spots cleaned up. They said they would forward the issue on and have it taken care of.Nothing has been done.

  

  Business Response

  Date: 07/02/2025

  Apologies for the delay. A power washing team is scheduled to be out on 7/2/25 to clean the road. 

  Customer Answer

  Date: 07/07/2025

  It is now July 7. No one showed up on July 2nd. No change has happened to get rid of the oil spot. 
  
  Complaint: 23529722
  
  I am rejecting this response because: 
  It is now July 7. No one showed up on July 2nd. No change has happened to get rid of the oil spot. 
  Regards,
  
  ***** *******

  Customer Answer

  Date: 07/08/2025

  They came out today and removed the oil spots, Thank You!

  

  Business Response

  Date: 07/09/2025

  We apologize for any confusion. When the initial report was made it was raining, so we could not send a pressure washing company out to assess and clean the road. Yesterday,July 8th, a pressure washing company was on site and cleaned the stains. We have attached before and after pictures.

• Initial Complaint

  Date:04/24/2025

  Type:Product 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 paid my account to reinstate and they refused to pick up my trash for an additional 7 days.

  

  Business Response

  Date: 04/28/2025

  We apologize for any frustration. After reviewing this account, this account is currently suspended due to nonpayment. The account was billed for services from January 1st through March 31st that was due on January 31st. If you recently made a payment, payments could take ***** business hours to post to your account and for your account to be made active again. Once your account receives the past due payment and is reactivated, your services will resume on your next normal service day. 

• Initial Complaint

  Date:02/03/2025

  Type:Product 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.

  They are picking up trash at 1 a.m...3 a.m. The law indicates trash pick up starts at 6 a.m. It's loud and disturbing.

  

  Business Response

  Date: 02/04/2025

  We apologize for the disturbance. We have brought this to our Operations teams attention, and they will speak with the driver, so it does not reoccur! Typically, the driver doesn't service until after 7am, so we will make sure this is corrected going forward. 

• Initial Complaint

  Date:12/31/2024

  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.

  Company states that trash was not outside during pick up but it was as I watched them pick up half of it and get all of the neighbors trash. Second time trying to place a work order to make up for the mistake and then they just state they will send me a picture from before the picked up me and the neighbors trash, stating the trash wasn't outside.

  

  Business Response

  Date: 01/02/2025

  We apologize for any frustrations. The recycling was reported missed at 4:39pm on 12/30. It was stated that the recycling didn't service the boxes curbside. We had our Operations team review for any training opportunities, and they found there were no materials curbside at 7:41am when the recycling truck had passed on 12/30. We confirmed the home on ****** to make sure we were reviewing the proper location. Unfortunately, this location is not eligible for a return due to the items not being curbside when the recycling truck passed for collection. We will service any additional boxes with recycling on the next normal service day as long as they are curbside at the time of service.  

• Initial Complaint

  Date:07/12/2024

  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.

  This is now the third time LWS has NOT picked up my recycling in the last few months. I have video footage saved. They flew by both my house and the neighbors. This is pretty ridiculous, and I am NOT getting the service I am paying for. The last time I called and they said they would come back out, and never did. Pretty poor service...

  

  Business Response

  Date: 07/15/2024

  We apologize for the frustrations this has caused. After
  review, we show there has only been one other reported missed collection on this
  account that was reported on 3/22/2024 and we returned to service on 3/23/2024
  for the missed recycling. We have issued a work order to return to service
  yours and your neighbors recycling as soon as possible. Please leave the
  materials curbside until they are collected. 

  

  Business Response

  Date: 07/19/2024

  Again, we do apologize for the frustrations this has caused
  and are trying to identify what happened so we can prevent it going forward. In
  the photo from March, it is time stamped that we sent a separate truck out to
  collect the missed materials on Saturday March 23rd at 10:03am after
  you called to report the miss on Friday March 22nd.
  
   We do sincerely apologize that the recycling
  can in that photo was your neighbors and not your container. For this, we have
  applied a one-week credit to your account for the recycling service. 

  Customer Answer

  Date: 07/23/2024

  
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.

  However, they business has failed 3 times in a relatively short window of time. Please advise the business I will continue to engage the BBB if the lack of service continues. I have literally have bette things to deal with than "trash". 

  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/20/2024

  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.

  Refuse truck driver(s) have been causing damage to my property since 2021 with no resolution and no restoration of the yard & trees damaged (blacktop--city repaired--& yard buckled, large limbs ripped off, once tossed onto neighbor's property by the driver). On 3/19/24, I was taking out the trash at 8:12 PM when a flatbed truck came speeding up the alley cutting the corner too short onto E. North Broadway (westbound) & hitting the tree again as well as a large rock I had placed in an attempt to deter this activity. I called ****** ****** whom I had first contacted when these events began &, as usual, he was indifferent telling me, "I'll take care of it." On 3/23/24 at 10:30 AM an LWS refuse truck driven by ******* turned into the alley (despite Mr. ***** assuring me numerous times that the drivers were instructed not to). He had a dumpster lifted as he drove running through the cable line that was attached to my house, connected to a utility pole. It sounded as though my house was coming down & when I got to the window ******* was in the alley looking around. I asked him what happened & he got into the truck & proceeded down the alley. I called police & Mr. *****, who did not take my call initially. Mr. ***** sent over 2 completely incompetent guys to repair the damage to the corner of my house (gutter, siding, trim) & they made 3 trips over here due to substandard work (actually created more damage) & repeatedly lying about materials, showing up unannounced. **** came out, inspected what had been done prior to these 2 returning, & informed me that it was worse than I had thought. **** agreed to do the work. I have contacted the listed owner of LWS, **** ****** three times via e-mail asking for him to respond so we can discuss and he has ignored these requests. I attempted to call him through the business number but they would not connect me to him or his voicemail. Damage remains, including the 4 trees (2 previously damaged).

  

  Business Response

  Date: 04/24/2024

  In 2021 Local Waste acquired a 12-unit Apt. complex they insisted that we service them in the alley behind *****, it's a very tight alley and as one of our trucks made the turn out of the alley, it rutted the yard belonging to **** ********. *** sent a landscaping company to repair it, on 1/4/23 and 2/7/23. **** contacted *** stating our trucks were going down the alley again, but we have cameras and GPS on all of our trucks, and after review we found that none had been down the alley at that time. Then on 3/23/24 one of our trucks did go down the alley catching a cable line tearing part of the gutter and siding on her house.  *** sent a contractor to do the repairs, the first time he had installed the wrong color, *** made the contractor go back and this time the contractor had put a piece of trim on that had a dimple in it after purchasing the proper material **** ******** contacted *** and told him to not come back, she would have **** do the repairs. Local Waste will pay for any damages resulting from the incident on 3/23/24.

  Customer Answer

  Date: 04/24/2024

  I will accept the portion of the response that they are agreeing to pay for the damage that occurred the last time; however, for purposes of factual information and BBB records I would ask that the BBB not accept the business's response that greatly minimizes the events and certainly the damage done over these past few years. I am left with four damaged trees; 2 repeatedly hit, one of those only a portion of it remains. The other 2 damaged in this last event. The corner of the alleyway at E. North Broadway had never been damaged until these incidents with LWS trucks. For many years the city refuse trucks serviced the large bins that used to permanently sit along the alley with no issues. The LWS trucks cut the corner so close in fact that it began hitting the 2nd tree from the alley that not much of is left, shown in a photo which was taken before that section was torn off. The corner of the yard was pushed up & the blacktop buckled. These incidents happened repeatedly and were reported to police as well as 311. This was not a one-time event. The only thing a "landscaper" did was spread some straw on the ground. The 2 individuals sent out to repair the damage came out 3 times. They repeatedly lied. I asked if they had the seamless gutter (that was there before being ripped off the house and they said they did). Then ***** admitted that he didn't because he couldn't transport it in his truck. They left the first day for 1 1/2 hours and later said they drove around "half the day" looking for materials. Asked if they went to **** ***** said they did and that my siding & pattern of trip had been "discontinued". I called **** & they said these guys did not come in but called and were told that it was available. They brought a piece of trim that did not match. One day they were very late and the last day they came they didn't bother to let me know they were coming and just showed up claiming to have sent me a bunch of texts (not true). I had Mr. ***** come out again and looked at the shoddy job (nailing through siding panels for one thing) and discovered they had broken split one of the panels. I asked Mr. ***** if his wife would approve this workmanship and he said she would not. I know you wanted a short answer but these folks are sorely lacking in accountability and after 3 years of dealing with this I am completely fed up. I still feel compensation for irreparable and punitive damages are appropriate in this situation.

  
  

  

  Business Response

  Date: 04/30/2024

  I feel that regardless of my response you will reject it. so please tell me what will end this.

  Customer Answer

  Date: 04/30/2024

  I accept the promise by LWS to cover all damages. If they do not, will I be able to open this case back up or amend it as part of their file? Would I be able to access this online case in the future if things end up in court? I just want everything documented since I was repeatedly dismissed in the past after being told, "I'll take care of it" countless times.

  Customer Answer

  Date: 05/21/2024

  I did not get a response beyond that it was okay to send directly to them (LWS). I dug through the responses and saw the name Kailey Bolinger as the individual representing LWS on the BBB complaint. I provided that name to APCO with the corresponding address of **** *** **** ********** ** *****, and requested that APCO reference Complaint #21604133. I gave this information to Mary with APCO on May 17th @ 1:49 PM.
  

  
  

  Today I received another e-mail indicating that I had a message but it was the same one I responded to previously where LWS stated the invoice could be sent directly to them. Should I respond to that again? I would rather not accept until the invoice has been paid even though LWS previously said that they would pay for the damages.

  
  

  Regards,

  
  

  **** *******

  

  Business Response

  Date: 05/21/2024

  Local Waste Services

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

  ATTN: *** *****

• Initial Complaint

  Date:01/24/2024

  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.

  No picking up my trash every weeks as I pay for the service and yes my trash lids are closed. I feel I am distributed by I am handicapped.

  

  Business Response

  Date: 01/26/2024

  We apologize for any frustrations this has caused. This has
  been sent to our Operations team to review and address it with the driver. We
  have work orders in for the next month to help get the driver back on track of
  servicing weekly. We also have applied a 2-week credit to your account for the
  frustrations this has caused. 

  Customer Answer

  Date: 01/31/2024

  I accept the business's response to resolve this complaint.
  

  Customer Answer

  Date: 07/09/2024

  Complaint Detail / Problem
  Complaint Type:
  -- Please Select the Nature of your Complaint --
  select
  Problem:
  They are not picking up my trash, I am handicap and they are supposed to come to garage to get cans keep skipping me and I've called and they still don't come. I am out of room for trash what do I do??
  
  Desired Resolution / Outcome
  Desired Resolution:
  Other (requires explanation)
  Other (requires explanation)
  select
  Desired Outcome:
  Billing adjustment; Contact by the business

  

  Business Response

  Date: 07/09/2024

  We apologize for any frustrations this may have caused. The City of ********* reached out to us this morning, 7/9/2024, and we put a work order in for tomorrow to make sure the trash can is serviced as well as some extra bags outside of the container this week due to the missed collection. We have also sent this to our Operations team to review and make sure this is serviced tomorrow without issues. Please let us know if there are any issues in the future, we are happy to help! 

  Customer Answer

  Date: 07/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/16/2024

  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.

  They left Trash in the street while collecting waste and refused to clean up after themselves when asked to do so.

  

  Business Response

  Date: 01/17/2024

  We apologize for the frustrations this has caused, after reviewing the cameras on the trucks there did not appear to be any trash that fell out during collection. As a courtesy, we did have a driver return to pick up the trash bag that was in the road.

• Initial Complaint

  Date:12/23/2023

  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.

  Local waste services collected our trash can and recycling can at 8:19am on Dec 22nd while I was at work. I called the office once I returned home at 11:20am. The office stated they had a “mix up” and they would return our trash cans as soon as possible. I would imagine if their crews were properly trained and disciplined enough in the company processes, there wouldn’t be a “mix up”. I also followed up with an email on their website, where they stated the same thing; an apology and “an as soon as possible” re-delivery of our cans. No other options given, I would have went and picked them up just to have them back. It’s now Dec 23rd and still no trash cans. The LWS Office now states that it’s closed, and will re-open after the holiday. I have no where to put the trash and food scraps from this Christmas weekend. It’s now a health issue because I won’t be able to dispose of anything from Dec 22 through Dec 25. As you can imagine a house full of people and kids on Christmas can generate a lot of trash over the holiday weekend. What am I supposed to do about that because of “mix up”?
  
  Side Note: We are stuck with LWS because we are in a local neighborhood otherwise, we would find someone else.

  

  Business Response

  Date: 01/02/2024

  We sincerely apologize for any frustrations and inconvenience this caused over the holidays. Typically, containers take 7-10 business days to be delivered but we show this order was expedited since the containers were removed in error. We have confirmed both containers were redelivered on 12/26/2023.

  Customer Answer

  Date: 01/02/2024

  My containers were never supposed to be removed. I appreciate them being placed back 4 days later rather than the typical 7-10 days. I changed my family’s Christmas plans at the last minute because I didn’t have anywhere to throw away my trash. I will accept a credit on my next billing cycle as stated in the original complaint.

  
  

  

  Business Response

  Date: 01/05/2024

  A one-month cart rental credit has been applied to your account.