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Business Profile

Garbage Removal

J.P. Mascaro & Sons

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

This profile includes complaints for J.P. Mascaro & Sons's headquarters and its corporate-owned locations. To view all corporate locations, see

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J.P. Mascaro & Sons has 4 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 bought a house in the city of **********, which uses the local tax dollars to pay for garbage and recycling services through JP Mascaro. Regularly since I've lived here, they either don't drive down my block, or they skip ONLY my house, and leave my recycling at the curb. I've watched them do it. I'm using their supplied recycle bins, and I've always been in compliance with what materials I recycle. My bins are always easily accessible and visible right at the street curb. Each time they do this, I call the company, and someone tells me "we'll send someone out to get it." and half the time, no one comes.Out of 14 recycling collection dates since I've been living here, I've called 7 times because they didn't take my recycling.

    • Initial Complaint

      Date:10/08/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      In January 2024, I contacted JP Mascaro to request a replacement recycling bin after their workers first damaged the lid and then cracked the entire bottom of the bin. I was informed that the new bin would be delivered within 6-8 weeks due to a backorder. In August 2024 (more than 6 months later), a JP Mascaro employee arrived at my home with new trash bins but informed me that no recycling bins were available for me. They assured me they would escalate the issue with their manager to prioritize the delivery. However, in September 2024, my trash bin was also damaged, with the bottom now cracked. Despite these ongoing service issues, I have continued to pay my full invoice, including a recent rate increase, although the quality of service has been substandard. I am now in need of a new trash bin and recycling bin and have received neither.

      Customer Answer

      Date: 11/05/2024

      Hello - I wanted to provide an update, while I did not receive any communication from the company, I did receive 2 brand new bins a few days after submitting this compliant. 

    • Initial Complaint

      Date:08/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Broken trash can reported months ago to the company. No eta on when we can get one. It was broken by the company. Now we have wild animals breaking into our trash at night leaving a mess. We have mouse traps all outside because the trash gets all over and they try to get into it. This is now a health concern! Im not paying my bill until we get a new trashcan. Left a message on the website and called and got a rude lady who basically said whatever. Its gross. We need to secure our trash with a lid! Mascaro spends so much money on their house but yet trash cans we cant get??? Its not covid anymore. They also wont take our trash if its it in another can. Family run business that only cares about minimal work being done and no customer satisfaction. Today they didnt even dump all our trash and we found a dead mouse next to it. Stop making your house bigger and get us some trash cans!

      Business Response

      Date: 09/19/2024

      Attached please find Mascaros response to the above-referenced Complaint.

    • Initial Complaint

      Date:05/02/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      JP Mascaro has broken my garbage bin wheels, and I have observed the same harm done to others on my street. I have called the ********** location 6 times since December regarding this, and received a mixed list of platitudes without any real remediation. A summary of the various responses I have received over the phone are as follows:1) The waiting list for new bins is long, and a date for a new one cannot be promised.2) There will not be a new bin. Instead, a new style of wheel kit will be attached to my can during trash pickup.3) The supervisor has been alerted and will get my wheel kit out quickly.Nothing has materialized after 5 months of calling and waiting. I have offered on multiple occasions to go to their place of business and get a can myself, but have been strongly rebuffed. It should be noted that I have no method of redress here. ********** does not allow me to choose any other service. We are held hostage to this single provider, and Norristown's own website insists that all complaints be addressed only to Mascaro (************************************). Mascaro holds all the power, all the promises, and there is no incentive for them to be accountable.I'm not asking for Mascaro to do the impossible and actually pick up trash on the designated trash day. I'm not even asking that Mascaro's desperately underpaid employees stop throwing bins on the ground and down the street. I know that's asking too much. All I'm asking for is the luxury of being able to roll my bins to and from the curb.

      Business Response

      Date: 06/14/2024

      Please see the attached letter from ********************** in regard to the above-referenced matter.

    • Initial Complaint

      Date:04/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Every week they leave my recycling been on the corner so that my disabled mother has to go to the end of the block to go get the recycling bin because they wont bring it back to my house after they dump it. *** called them and complain. They told me they werent gonna do it anymore and now they theyve done it again and now my recycling bin has been stolen or maybe blown away with the wind. This is unacceptable. I now have to go to ********* to go get a new one.

      Business Response

      Date: 06/13/2024

      Please see attached.

       

    • Initial Complaint

      Date:03/18/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      A trash truck back into the fence surrounding the backyard two weeks ago and have not been in contact with a claim update. I dont have a direct point of contact to work with to get the issue resolved, just been transferred from one division to the next. If a claim was submitted, no one has received a call from the adjuster nor has a claim number for reference been supplied.

    • Initial Complaint

      Date:01/12/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      One of the workers on the trash truck took our trash can which was nothing wrong with it and we had to buy a new one so animals could not rip open a bag. This happened the end of August 2023. Video proof of Mascaro's worker taking the trash can was sent in to them as requested a long with the receipt for the new trash can on Sept 6 2023. We have made multiple calls to both ************************* and ******************* about our refund back for the trash can we had to go buy to replace the one their worker took. All we have gotten is the run around promising to get us our money back but it never happens. My last 2 calls to *************** were on Nov 30 2023 and Dec 14,2023. We have never received our money back for the trash can.

    • Initial Complaint

      Date:10/02/2023

      Type:Billing Issues
      Status:
      Resolved
      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 initiated service back in 2021 or early 2022 for trash through J.P. Mascaro and Sons. After my first 2 months with the service I called and cancelled them as my trash provider due to them not coming to my home to pick up my trash. It was difficult even getting the service started as it took me calling multiple times to have them drop off the trash cans they provide when starting a trash service through them, as they kept telling me they would come and never did. After that experience and them not showing up to pick up my trash, I ended my service and have been with another trash company since ending my service in 2022. I cancelled my account with no outstanding debt as I had paid for the 3 months of service when they were my provider. They never called me to discuss an outstanding bill yet the other month I get a bill from a collections agency requesting around $700. I wrote a response to the collections agency claiming this was not accurate, then I received a bill from J.P. Mascaro claiming I owed them the sam amount the collections had listed. I called Mascaro and notified them I had cancelled them awhile ago, and they transferred me to a voicemail where I left a message about my service had been cancelled. No one ever called me back but then I again received a new bill from collections now with the bill being $1,020.69. today I received another bill from Mascaro now requesting $1,020.69. So Mascaro continues to bill me, and also has this collections agency trying to bill me. I do not know what I am supposed to do as I have had this service cancelled and they just keep trying to ignore that I have cancelled this service and keep charging me and not only are they sending me bills to pay them directly but also having collection agencys come after me for the same amount when this is all invalid. I also know for a fact they have not come here and picked up my trash so I think it's ridiculous they are even still trying to act as if I use their service.

      Business Response

      Date: 10/24/2023

      October 11, 2023

      Dear *** *******: 

      In response to the above-referenced Complaint, please let this serve as our response. 

      This was a situation where, unfortunately, *** ******'s cancellation message and subsequent messages never made it to our Accounting Department. As accounting wasn't aware of the cancellation, *** ******'s account continued to be billed. 

      We appreciate *** ******'s patience. Upon receipt of this complaint, he was contacted, we have adjusted his account to reflect a zero balance, and we have removed his account from collections. 

      Very truly yours, 

      Customer Answer

      Date: 10/25/2023

      [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They did call me and notified me they removed the charges which I appreciated that they finally answered me and addressed this issue.

      Regards,

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

    • Initial Complaint

      Date:09/19/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On Monday 9/18/23 was my trash day. Once again JP Mascaro did not pick up my garbage pail. I have called their local office and no resolution has been made. This isnt the first time JP Mascaro hasnt picked up my trash. All I want is my trash to be picked up which they are incapable of doing.

      Business Response

      Date: 10/24/2023

      September 25, 2023 

      Dear *** *******: 
      In response to the above-referenced Complaint, please let this serve as our response. 
      While *** ********* states that he contacted our company on September 18, 2023 regarding a missed trash pickup, the first call we received from him was on September 19th at 8:45 a.m., at which time he was advised that we would collect his trash that day. He called again at 12:13 p.m., demanding immediate service. His trash was confirmed collected at 12:48 p.m. Our policy is to respond to complaints the same day they are received, and that is what we did in this instance, four hours after receipt of his initial call. 
      With regard to *** *********'s statement that this wasn't the first time his trash was missed, this is the first time we received a call from him and it was handled in a timely manner. There were no prior complaints from him. 
      I hope you find this response satisfactory. If you require any further information, please do not hesitate to contact me. 
      Thank you for your consideration. 
      Very truly yours, 

    • Initial Complaint

      Date:08/15/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have had SO many problems with this company. I have had to call numerous times for missed pick-ups of trash and recycling. I call, they say I will let the supervisor know and promise to come get it. Sometimes they get it, sometimes my recycling is sitting out there for 2 weeks until the next pick-up, because they never come. They never apologize when I call, sometimes they act defensive, and obviously nothing gets resolved. I am beyond frustrated. I strongly recommend using a different company if you can. Our township contracts with this company so this is my option.

      Customer Answer

      Date: 09/18/2023

      I received a letter from you about a complaint I had filed - **********. A supervisor from JD Mascaro came by and spoke to me about the situation so it has been resolved. Thanks for your help.
      ******* *******

      Business Response

      Date: 09/19/2023

      September 19, 2023

      Dear *** *******: 
      In response to your letter dated September 10, 2023, please let this serve as my request that the above-referenced Complaint be re-opened. 
      The contract under which we service *** ******* is a municipal contract with the Borough of ****** ******. Under that contract, recyclables are picked up every other week. Apparently, *** ******* was under the mistaken impression that recyclables were to be picked up every week. As such, for the weeks that recyclables were not scheduled for pick up, if *** ******* placed her recyclables out, they would sit at the curb until the following week, at which time they were picked up on the correct pickup day. We received two phone calls this year from *** ******* regarding recycling pickups - one on June 20th and another on July 17th. Subsequent to the July 17th complaint, she was made aware of the collection days. 
      With regard to problems with trash pickup, we have received no calls or complaints from *** *******, so I'm not sure why she included trash pickup in her complaint. 
      You should also know that if you contacted the Borough, they would tell you that we have an excellent service record. In fact, earlier this year, Borough Council awarded a new five-year contract to our company (April 2024 through March 2029). 
      I hope you find this response satisfactory. If you require any further information, please do not hesitate to contact me. 

      Thank you for your consideration. 
      Very truly yours, 

      Customer Answer

      Date: 10/26/2023

      Please disregard my last email that this has been resolved. Case ID ********. We have now had another missed pick-up since the supervisor stopped by our home, and he is not responding to voice mails. Please proceed with noting unresolved problems through Better Business Bureau.
      Thanks.
      ******* *******

    J.P. Mascaro & Sons is NOT a BBB Accredited Business.

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