Complaints

This profile includes complaints for Penn Waste, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Penn Waste, Inc

  85 Brick Yard Rd Manchester, PA 17345-9204

• 

  Penn Waste, Inc

  PO Box 3066 York, PA 17402-0066

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:05/31/2025

  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.

  Penn Waste is my trash service and they require bulk item approvals for pick up. We got approval on Tuesday 5/27 to place the mattress at the curb for Wednesday pick up. They never came. It has now be a week of failed "attempts" to come get it. We have called multiple times. **************** is worthless and keeps saying oh it will be first thing in the morning. Now it's Saturday and I have a soaking mattress obstructing my driveway. Our hands are tied because it's the trash provider for our township.We just want them to come get the mattress!!!!!!!!!!

  Customer Answer

  Date: 06/03/2025

  Hello. They picked the mattress up this morning. Resolved.

• Initial Complaint

  Date:05/19/2025

  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.

  Today was my weekly trash pickup and the trash collecter decided to pickup my $100 trashcan and throw it away. I called penn waste and spoke to a customer service *** named ******** and she said she could do nothing because it wasn't one of penn waste trash cans. I said that is unacceptable and asked for my trashcan back or to be reimbursed for it. She said that can't be done. I asked for a supervisor and then eventually spoke to the gentleman and he said the same story but will watch the Camera that's on that truck to see if the drivers were negligent. All I want is the price of my can to be reimbursed because of them throwing it away which is unacceptable.

  Business Response

  Date: 06/05/2025

  Dear *************************************** Manager personally reached out and worked with Mr. ********* to find a solution that is satisfactory to him. 

  Sincerely,

  ****** ********
  Credit and Collections Manager 

• Initial Complaint

  Date:05/15/2025

  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 am paying for a service I am not receiving. My trash does not get picked up on a regular basis. I have to call to get a work order put in, but even that doesn't work. No one seems to know what's going on. I just want what I pay for!!!

  Business Response

  Date: 06/05/2025

  Dear Ms. ********
  We sincerely apologize to Ms. ****** for her service issues. We have credited her account for this inconvenience and our Operations teams has resolved the missed pickup. 

  Sincerely,
  ****** ********
  Credit and Collections Manager

• Initial Complaint

  Date:03/03/2025

  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.

  They have skipped my trash pick up 3 times already in 2025. Calling their customer service gets no results. They say I can put double trash out the following week but that isn't possible without an additional tote can from them as they do not pick up any trash on this street that isn't in one of their supplied totes. Last week they took my tote away for some reason. I called them immediately and they told me to put my trash out in bags this Monday. I told that person the driver doesn't pick up bags but she insisted they would. Today my trash was not picked in the bags. I contacted Penn Waste at 12:27 pm when the bags were not picked up and the woman I spoke to said she would have them picked up today. They were never picked up. I want a credit on my bill for not getting the service that I have to pay for.

  Business Response

  Date: 03/21/2025

  Dear Ms. ******************* investigated this matter. The operations driver stated at time of trash collect, saw a trash cart at the location, but the bags were not in the cart. The driver thought that the customer did not want to use the container and left the bags of trash. To resolve, a replacement cart was delivered,and bags were collected. We apologize for the inconvenience and have credited the customers account for 3 weeks.
  

  Sincerely,
  ****** ********
  Credit and Collections Manager 

  Customer Answer

  Date: 03/21/2025

  [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:
  

  Customer has selected the default response below :

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   
  
  Regards,
  
  **** ******
  

  
  

• 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.

  Since 10/2024 I have been trying to transfer my mother account into my name since I bought her house! I have sent multiple email request, wit no response back, I called in requested a supervisor multiple time however it seem like these folks dont ever want to follow up and resolve any issue! The last lady I spoke to state her supervisor was out and they would have go contact me when they return in office she did confirm my name was on the account stated I would receive a bill soon and again a manager or supervisor would follow up to speak wit me! That never happen an its been over month, I still have not even received a bill and to make matter worst they didnt even pick up my trash last week! This company is a freakin nightmare to deal wit customer service is complexly trash, yall lie so much it unprofessional the higher up are always *** which is y their employees feel they can continue wit the bad behavior or habits when dealing wit customers regarding issues!

  Business Response

  Date: 02/12/2025

  A new account (#********* was opened for ****** October 3, 2024 when we were notified by the title co.  Our system doesn't allow for the name to be changed on an account. I've left a voice mail for her to contact me and will send her an email

  Sincerely

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

• Initial Complaint

  Date:01/31/2025

  Type:Sales and Advertising 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 am a residential customer of ******************. Two weeks ago my garbage can (supplied by Penn Waste) fell into their garbage truck during a routine collection and it was not retrieved. Two weeks later they delivered a new can. The new can is filthy. Chunks of debris on the wheels and lip of the can, mud in the wheels, fluid leaking onto my garage floor (where I am required to store my can per HOA). Overall dirty. The inside had residual fluid and an odor. I immediately contacted Penn Waste after realizing they gave me a dirty garbage can. The woman was kind, apologized and said they would see if they can get a new one out to me the same day. However, the woman called me back and said they wont seemed you a new one. The photo they took of your can shows that it is ok. You can clean it. Both my husband and I emailed our concerns with photos of the dirty can supplied by Penn Waste and asked for management to respond. No one will respond yet let alone replace the can with a clean one. My garbage can of seven years was cleaner than this new can.

  Business Response

  Date: 02/17/2025

  Dear Ms. ************** I've spoken with ****** and verified a new can was delivered to her last week and the dirty can is being picked up this week. everything has been resolved.

  Sincerely,

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

• Initial Complaint

  Date:01/15/2025

  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.

  This trash collection business does not collect trash consistently. My trash is left overflowing and they still expect payment. If I could change services I would. Terrible service and very expensive. If they can't pick up then they should cease operations. What a ******** business model they have.

  Business Response

  Date: 02/12/2025

  ***** elected our Pay per bag problem which requires him to purchase trash bags from Penn Waste and only allows him to put trash out in our bags. At the time he opened the account, it was explained to him how the program worked. I'm contacting him with his other option.

  Sincerely, **** *********

• Initial Complaint

  Date:12/26/2024

  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.

  Penn Waste is requiring me to pay for trash service at a property that is unoccupied. I had a telephone conversation with their customer service *** on May 5th, 2024. She said she would talk to her supervisor and the township. I did not receive a call back. The account has been turned over to A.R.M. Solutions collection agency. I did not request the trash service and have never put anything in the dumpsters provided. I do not need trash service at this address for a couple of years until a new house is constructed.

  Business Response

  Date: 01/24/2025

  The property owners residential site location is in ******************, *****************. ****************** has a municipal mandatory service for all residential properties regardless the amount of trash put out. Penn Waste was the lowest licensed bidder and awarded the contract. ****** were sent to all residents and inserted in the totes. Additional information can be found on our website as well as the Middlesex Townships website.
  
  Ive attached a document from Cumberland County Tax records showing ownership and site locations land code, 106 for mobile home. The site is residential, and the owner is not exempt.
  
   
  
  

• Initial Complaint

  Date:12/12/2024

  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.

  We pay PENN Waste monthly for trash removal services, however today they neglected to fulfill the service paid for. They couldn't make up their minds as to why it wasn't picked up. 1st ****** said vehicle blocking cans, it's a public road. Then the can were over full, the leads closed. Then employees can't get out for a safety issue. When asked what is to be done with trash before next pick, was told just put bags next to cans. But wait you just said they can't get out of the truck so how does that work? Cans have closed leads, there isn't a line inside saying not to fill over this line, if lead closes it's not over filled. I'm over 60 and can move the cans so their workers should be able. So now I have to take trash to dump for $20.00 fee. But wait guess who owns the dump Penn Waste. So, I will be deducting the fee, not paying someone twice for the same thing. If there are all these rules why aren't copies given. I asked for them twice today. My son has lived her for over 2 years and never got any rules. So, I guess the cans need to be put in the road to get service, hope they're not hit, will advise was told need to be out so workers can get to them, got to make sure no one parks there. Also, when getting home late at night guess will have to walk to my own house to get service or have to wake up early in am after working late so their works don't have to get out, God Forbid. When talking to ********* about all the different answers that I have gotten today, then said when she said they don't want to move cans because afraid of scratching a vehicle, she said Well, that was just her suggestion. So, are there rules or suggestions and do they change according to who you talk to or the day and time? How is the customer service or is it just because they have a contract, they do what they want when they want. Baltimore MD does better than this. Maybe as a resident we need to address issue of service being received with who is in charge of contracts for the Township.

  Business Response

  Date: 01/03/2025

  Dear Ms. ***************** have contacted Ms. **** ****** and apologized for the inconvenience issuing a credit to her account. Additionally, explained how we were rewarded the mandatory contract as the lowest bid licensed hauler. Our operations manager has addressed recent pick-up issues with the crew. We will continue to strive to provide excellent service safely and effectively to all our customers.
  

  Sincerely,
  ****** ********
  Credit & Collections Manager 

• Initial Complaint

  Date:10/31/2024

  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.

  Penn Waste damaged my personal trash can and they left a note stating it was stuck in the trash can and would be replaced. They originally told me they could replace my damaged trash can with one of theirs or pay me an insufficient amount for my trash can. I paid $86 and I believe they offered me approximately $30. They eventually replaced my personal trash can and they have since took it twice leaving me without any trash can for service. Im now being told by the customer service supervisor that the route supervisor personally drove out to collect the trash can. Theyre now stating I cant have two trash cans even though Ive always had two trash cans and use one for yard waste. The supervisor is the person who originally scheduled to have my personal trash can replaced with one of their trash cans. I would like for them to either pay for my trash can or replace it. They shouldnt be allowed to damage other peoples property without paying for it. Their staff has also damaged multiple of my plants and flower beds by being careless

  Business Response

  Date: 11/01/2024

  Dear *** *******,

  We're unable to locate this customer in our database. The address provided in the complaint does not give the street address and is incomplete. Please inform *** ******* to update this section. Thank you. 

  Sincerely,

  ****** Beichner 

  Customer Answer

  Date: 11/01/2024

  Customer information

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

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

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

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

  Business Response

  Date: 11/12/2024

   

  Dear Ms. ****************** be advised in review of the account, we have replaced ************ personal tote on 7/31/23. Our operations supervisor spoke to ********** and was informed she uses the replacement tote we provided to only hold her yard waste. Ms. ******* was informed that she can only have one 96-gal cart unless she pays for double service.

  We apologize for the damage to her personal trash can and the inconvenience it caused. A credit of $86 has been issued to her account.
  
  Sincerely,
  ****** ********
  Credit and Collections Manager