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:07/23/2025

  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.

  7/7/25-I called Penn Waste to schedule a large item pickup and was told they would pick it up. 7/11/25-Penn Waste let the item sit 7/16/25-I called and rescheduled the pickup of the item and was told it would be picked up 7/18/25-I watched the large item collection man look at my item, then walk away leaving it there. I called the office and was told it was "unmanageable," but if I tied it up more tightly (it was already rolled in a manageable bundle), he would return that same day to get it. I tied it up tightly and taped it. He never returned. 7/21/25-I called and left a message, but my call was not returned.7/22/25-I called and asked for a manager. I was told I had to leave a message. I did so, but she did not return my call. I called AGAIN, and spoke with **************** Supervisor, *********. She informed me that the image she saw of the item proved that it WAS MANAGEABLE and should have been picked up. She assured me (used the word "promise") that she would be in contact with the field manager and would call me back. She did not call me back, and the bundle was still not removed.7/23/25-I called customer service again. ******** refused to put me through to the supervisor, *********, and when I asked if she was available, she put me into her voicemail. I left yet ANOTHER message. I did not receive a call back, and the bundle is still lying on my hellstrip. This company repeatedly showcases that they do not care about customers, the environment, or its contract with our township. I want them to come and pick up this bundle of wire TODAY.

  Business Response

  Date: 07/29/2025

  Dear *** *******: 

  We apologize for the ongoing delay in collecting the large item pick up. I've confirmed with our operations the item was picked up on July 24, 2025. The matter is now resolved. 

  Sincerely,

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

• Initial Complaint

  Date:07/07/2025

  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 have made multiple calls about my security cameras catching my cans both recycling and trash being tossed or pushed almost hitting the car in the driveway. More than 4 complaints. Nothing is done. The last time the video shows him tossing it, it snapped the plastic broke the trash container. Immediately called asked for a supervisor. I was sent to voicemail! Never called back. Every Monday morning its the same thing. I have offered to send in our video or photo, they say they have good cameras on the truck dont bother with ***** now I have a broken trash can, no call back from a supervisor, and on top of it every Monday morning this happens.They can replace the trash can. If you want photo or video all are too large to upload I am happy to send them to an email.I want a replacement garbage can. I shouldnt have to buy one because your employees are careless and unprofessional.

  Customer Answer

  Date: 07/09/2025

  **** from Penn Waste reached out this evening a little after 4pm requesting footage. I left a voice message for him, but he did not leave me an email for the footage to be sent and it was too large to upload online at BBB.
  
  The trash can was thrown, not taken as **** states in his voicemail.
  The trash can unfortunately split and is broken due to multiple employees throwing it near a vehicle/driveway on multiple occasions.
  
  Please feel free to forward these to him.
  I called Penn Waste customer service only a few weeks ago was told to leave a message about this same problem for a supervisor ******** or ******, they never called me back.
  They also told me their trucks have great cameras so then **** should be able to retrieve it, but here is our POV.

  Business Response

  Date: 07/14/2025

  Dear *** *******: 

  I was able to forward the uploads to **** as requested by *** ****** I left a message for her as well. Please be advised he is out of the office this week and will review the links once he returns and follow up with *** ****** 

  Sincerely,

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

  Customer Answer

  Date: 07/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23563476
  
  I am rejecting this response because:

  I have yet to speak to someone, **** from Penn Waste is on vacation. Apparently there is no other person to speak to. Video evidence was provided. Receipts were provided.

  I had to buy a trash can because their company broke mine. Period.

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

  
  

  Business Response

  Date: 07/29/2025

  Dear *** *******: 

  We have reviewed the video and photos and apologize for this inconvenience. A work order for tote replacement was issued.  We have met with the operations crew to ensure they continue to strive to provide excellent service. 
  

  Sincerely,

  ****** ********
  Credit & Collections Manager 

• Initial Complaint

  Date:07/01/2025

  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 started off in 2020 getting service from Penn waste at little less than $200 a month I'm not sure of all the time frame but after a while it started going up and up and up and it is now up into the $300 per month for a 2-yard dumpster competitors are charging me $159 for a 4 yard dumpster I contacted ways they had said that is because of the weight for the past four maybe five months the dumpster has been empty I asked them to take it because I'm in the process of selling the place and have to show that the bills are less than what they are to attract buyers the dumpster has been empty they have not collected it I have video proof that they have not been here to collect it but they still proceed to charge me and up the rate from 290 to over $300 I would like to Penn ways to take their dumpster I feel there are fraudulent company and they take advantage of small businesses I just don't want to deal with their company anymore

  Business Response

  Date: 07/29/2025

  Dear Ms. ************************** is a summary of the customer's account and the circumstances surrounding the recent termination of service:
  - The customer entered a ******** agreement in January 2023,scheduled to expire in February 2028.
  - At contract inception, the monthly rate was $234.17, which increased annually in accordance with the terms. The rate as of June 2025 was $298.46, and yearly rate increase notifications were sent.
  - The account became delinquent in February 2025, with unpaid invoices accumulating through June.
  - In June 2025, the container was removed due to nonpayment.
  - The customer requested to cancel service but was reminded of the contract obligations, including a six-month buyout clause for early termination.
  - The customer declined to pay the buyout, and the account remains in breach of contract.

  We encourage the customer to contact our commercial customer service at ************** to resolve this matter. 
  Sincerely,

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

• Initial Complaint

  Date:06/18/2025

  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.

  Last year missed recycling pick up for 6 weeks. This year no pick up since May. Called weekly. My conversations were noted...told pick up next scheduled time each time. Today customer service read that a driver said no concerns. No notes indicated except that I called June 4th. I called every week since june 4th. This is 4th week. **************** today said a truck would be out before end of day. No truck came. My container is not always full company will not allow monthly pick up. Our cans are back a 300 ft lane. Plenty of room to turn around. No problem getting trash just recycling.

  Business Response

  Date: 07/07/2025

  Dear *** *******: 
  

  We apologize for this great inconvenience to *********. Please be advised we have reviewed the route and location with our crew. This matter has been resolved. 
  

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

  
  

• 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:05/28/2025

  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.

  Penn Waste continues to provide poor service. They have failed to pick up trash on multiple occasions. Each time giving a poor excuse. At one point I was told that it wasnt their problem. They have spilled glass out of our can on the ground in front of our vehicles and left the trash. The fire department came over to clean it up so my wife wouldnt run it over. Ive contacted them multiple times regarding this and the bill. Each time i leave a message I get no response. Then send me a letter demanding payment within 3 days or they send to collections. They did send me texts messages regarding the bill but again failed to get back in touch when I call in regards to it. They provide poor service poor customer service and are highly priced.

  Business Response

  Date: 07/14/2025

  Dear Ms. ***************** sincerely apologize to Mr. ********** for his service issues. We have credited his account for this inconvenience and have addressed the complaint with our operations crew. We will continue to strive to provide excellent service. 

  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: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:12/12/2024

  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