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: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. 

• Initial Complaint

  Date:05/17/2023

  Type:Delivery 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.

  We pay a $13 quarterly rental fee for our trash can and have for 5 years. Our trash can was stolen on 5/3/23. We called on 5/5/23 to tell the company it was stolen and request a new trash can, We were told we would have to pay an additional $150 fee for the stolen trash can, even though it was no fault of our own, as they would only replace the trash can at no charge if it was damaged. We've paid $260 towards renting the trash can which is well over the $150 replacement fee. We paid the fee anyway and were told a new trash can would be delivered in 7-10 days. During this time, we didn't take our trash out because our driveway is extremely long, we live in the country and did not want animals to get into trash bags laying at the end of the driveway. By 5/15 we had not received our trash can so decided to take some of the bags to the end of the driveway. Our trash pickup is 5/16, the trash bags were not picked up however our neighbors trash was. I called at noon on 5/16 and advised the trash wasn't picked up. They stated they showed that the trash guys hadn't been there yet (not the case). At 4:00pm I called again and was told the trash guys said they'd been there and picked it up. It had not been picked up. I was told a work order would be put in to have it picked up immediately the NEXT morning. Risking my trash being torn apart in the night by animals. I was also told that the trash can could take 7-14 days. It is now 1:00pm 5/17. Trash has not been picked up, I called and was told they would "try their best" to pick it up before 5:00pm but could not guarantee it would be picked up today. This is not the first time our trash hasn't been picked up for no reason, just the first time we've complained about it and have got no resolution. Why am I paying for a trash service that doesn't pick up? Why am I paying a replacement fee for a trash can I paid more for in rent? This company, no pun intended, is trash. No customer service, lying operators and an overall scam.

  

  Business Response

  Date: 05/19/2023

  We sincerely apologize
  for your frustrations. After a thorough review of your account, we show there have been a total of 2 reported misses since this account was created on June 12th,
  2018. Once a miss is reported we always try our best to return within 24-48
  hours of the initial reported miss to collect the materials. This work order
  was issued 5/16/2023 at 4:26 pm. We show the driver serviced this location 5/17/23
  by 5:25pm. 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.
  
  Regarding the trash can
  rental, when renting a trash container, the rental covers normal wear and tear
  damage. But it does not cover container theft or fire damage, which is when the
  missing equipment fee was placed onto the account. The rental on your account
  was $3.00 per month until July of 2022 and then the rental was increased to
  $3.50 per month. Once the missing equipment fee was added to your account on
  5/5/2023 we placed a work order to deliver another trash can which delivery can
  take up to 7-10 business days to arrive. On 5/16/2023 when we received a call
  on this account, we were asked to cancel this work order and to not deliver
  another container. The missing equipment fee is to replace the equipment that
  we will not be able to get back. The missing equipment fee is not a charge for the
  replacement container, so the charge will remain on the account.
  
  We understand this
  situation is frustrating, as this is a service that should happen without having
  to call in. But this should not be a reoccurring issue as this was the first
  missed collection since 2018. 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.

  Customer Answer

  Date: 05/30/2023

  Your drivers are lying to you then. I was not serviced until the 18th first of all, but second of all I notified your customer service team at noon on the 16th my trash hadn't been picked up and then again at 1:00pm on the 17th that it still hadn't been picked up to be told that I would just have to wait for it to NOT be picked up at all that day and then call back. Also, this was not the first missed collection since our service started. This is just the first time I reported it and it was so poorly handled it's unbelievable. 

  My problem isn't with my rental fee but the fact that I have paid well over the $150 you guys are charging me because someone stole the trash can outside of my control. But if the trash can was run over/damaged I wouldn't have to pay? That makes absolutely no sense. Bad business model, bad customer service.

  And trash can delivery can take 7-10 business days huh? That's what I was originally told as well, and when it didn't arrive after 10 business days I was then told it could take 7-14 business days. 

  You are correct though, this won't be a reoccurring issue though because I'll be cancelling my services. 

  
  Regards,
  
  
  
  Emily Snider

  

  Business Response

  Date: 06/07/2023

  We sincerely apologize for your frustrations, as previously
  stated, the trash can rental only covers damage due to normal wear and tear and
  does not include fire damage or theft of the container. When a can has been
  damaged through normal wear and tear, we are usually able to replace/repair
  parts or use the can for replacement parts on other cans. When a can is fire
  damaged or unable to be recovered, these are no longer options available to us
  and the $150.00 fee goes towards purchasing new equipment.
  
  Again, we apologize for your frustrations, if you are still
  wanting to cancel future services please contact us through our company email, [email protected], and we
  would be happy to update your account accordingly. 

• Initial Complaint

  Date:01/26/2023

  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.

  The company reached out to me and resolved my issue so nothing further is needed for me ty

  Customer Answer

  Date: 01/26/2023

  So I missed one day of trash pick up so this week I had a lilttle more trash then normal I'm also 3 months new to the city of Whitehall so I made sure this week I had my trash out Tuesday night then Thursday came today and my trash was still out there so I called the city of Whitehall ###-###-#### to see what happened and to report my miss trash they tell me my address was marked to much trash so they decided to not take my trash but leave it didn't leave a note sticker knock at my door nothing to inform me of this to where I could of taken out a few bags to where they could dump it so I told reps that I spoke with well I can take the extra bags out to save for next week can they still come get my trash and they said no . This is a service I pay for that they aren't doing and I need a resolution spoke with ****** and dev

  

  Business Response

  Date: 01/26/2023

  I apologize for any frustrations this has
  caused. After a review of your account, it looks the container has been
  offloaded and a work order is in to return to service the container as soon as possible as long as
  the lid is completely shut. 

• Initial Complaint

  Date:01/24/2023

  Type:Billing 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.

  Dear Sirs;
  After having been a customer of Local Waste Services for many, many years, I was disappointed to learn from several neighbors that you have been overcharging us for many years. After comparing the costs of your services with several neighbors, I found that you were overcharging us approximately $ 20.00 every month. When I called about it, your rep immediately said you would give it to me for the lower price. I checked back 3 years in my records and it looks like this has been going on for several years.
  We are Senior Citizens and have been living on Social Security for 24 years and we are the ones you picked to overcharge. From what I have seen, in the past 3 years alone, you have overcharges us at least $500.00.

  

  Business Response

  Date: 01/26/2023

  Our apologies for any confusion or frustrations this has caused.
  After a thorough review of your account, we show this residence is not within a
  contracted area. Since this location is not in a contracted area there is not a
  “flat rate”. This location is what we consider a “Subscription” account where
  the resident can choose their individual hauler. When we started this account in
  1999, we quoted the best rate we could at that time. Over the years there have
  been rate adjustments to accommodate for the rise in prices for fuel, steel,
  labor, tires, truck maintenance, etc. Unfortunately, we are unable to backdate
  credits for these adjustments. But if you are interested in reactivating your service,
  we would be happy to reevaluate to ensure the lowest rate available in this
  area. Please contact our office if you are interested.

• Initial Complaint

  Date:01/14/2023

  Type:Product 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.

  Local Waste owes me a refund from when we cancelled service. They refuse to send your refund without the customer mailing in a self addressed envelope for return of the payment. That alone is ridiculous as no other utility required that for the refund of my overpayment. They charge quarterly and you pay in advance. We sold our house and moved in September of 2022. I mailed the self addressed envelope on 11/7/22 and still have not received my refund. Please make sure they send my refund owed to my new address listed on this complaint. My customer number was 01-***** and the refund amount is $9.98. It isn't a lot of money but it's the principal. I shouldn't have to go to this extreme to get money owed to me back. Companies just refuse to do the right thing until they are forced to. I appreciate your assistance.

  

  Business Response

  Date: 01/18/2023

  We apologize for your frustrations. After review, we show
  the refund request was just received and a refund check was mailed out to you on
  1/11/2023 with the provided envelope and you should receive this shortly.

  Customer Answer

  Date: 01/18/2023

  I disagree with them on the timing of the request but I did receive the email after I made the complaint. This case can be closed as resolved. 
  

• Initial Complaint

  Date:12/08/2022

  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.

  Local Waste Services is the only refuse company residents of Grove City can use. I lived on ****** ** until a year ago. My trash cans were routinely left either in the middle of the driveway apron or in the busy roadway. I called the company repeatedly with very little change in this behavior. I contacted the Service Department for the City of Grove City, they were no help. Now I live on ******** ***. My trash pickup has been missed 6 times in 6 months. This means Local Waste Services is missing my trash pickup at least once a month. I have reported this issue as well as the continued problem of trash cans being left in the middle of the driveway or in the roadway, path of traffic. In fact the company responded to my complaint with a photo of the "correct" placement of trash cans in my area, in the roadway past the gutter, in the path of traffic. Both of my residences are located on busy, main through streets with no street parking. I have to stop my car in the road, exit my vehicle, move the trash cans, reenter my car, and then pull in my driveway. I get apology email responses from the company, but the service is not changed/improved. All I want is my trash to be picked up weekly (the service that I pay to receive) and to be able to pull into my driveway upon returning home after a 10 hour shift.

  

  Business Response

  Date: 12/09/2022

  We sincerely apologize for your frustrations. After a thorough review of your account, we show there has been a total of 4 reported misses since this account was created on June 10th, 2021. For each of the 4 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. 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 your email reporting this information was received on 12/8/2022 through our Company email, we escalated the matter to our Operations team for review, as well as issued work orders for the next several weeks to ensure this doesn't become a reoccurring issue. 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.

  Customer Answer

  Date: 12/11/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been told in the past that this issue has been escalated to Operations. I want a contact name, phone number and email address of the responsible party in the Operations Department of your company. I have looked at multiple review sites and find that not surprisingly I am not the only person with a problem with your "service" The ratings are dismal- ***** * ****** ******* **** ******** **** ******* ** ********* **** What I really expect is for my trash to be picked up weekly, and my containers to be placed in the grassy area (hell strip) between the curb and sidewalk in front of my house (not the neighbor's) without having to contact the company. When is the contract with the City of Grove City up for renewal? I will be sure to communicate my concerns with the city before the next contract is negotiated.
  
  
  
  Regards,
  
  
  
  ******** *******

  

  Business Response

  Date: 12/12/2022

  Again, I sincerely apologize for the frustrations this has
  caused. The Operational Manager is **** ******* His email is ****************************** and contact number is ************** He has advised he is requiring the driver
  to provide weekly before and after photos until this matter is resolved to
  ensure the driver consistently services the trash weekly as well as having acceptable
  container placement. We have also added Operational notes onto your account to
  instruct the drivers where you would like the containers placed after service
  each week. Please let me know if we can assist with anything else.