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: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
  
  

• Initial Complaint

  Date:07/24/2024

  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.

  Penn Waste again on 7/23/24 failed to pick up the recycling from my home. The scheduled pick up is Tuesdays. The container was placed on the appropriate spot, lid closed, opening facing the street and placed on the property the night before. Penn waste simply didn't collect the waste. This is a service that im required to pay for through spring garden township. The rates keep increasing to now 100 dollars per month and this is 10th time in the last 6 months the trash or recycling was not collected. This company in the past has physically dumped glass in the street, thrown away my trash can and cussed us out all caught on ring camera, turned into management and nothing has been done. My next step is contacting governor *******, the attorney general and a lawyer.

  Business Response

  Date: 08/15/2024

  Dear ******************:
  

  Please be advised we've addressed the complaint. We've contacted ****************. In addition, our operations crew has been picking up consistently.We apologized for the inconvenience. 
  

  Penn Waste strives to provide excellent service to all our customers. 
  

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

• Initial Complaint

  Date:07/22/2024

  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.

  For unknown reason today my trash was not picked up. My complaint does not have anything to do with recycling pickup or yard waste pickup. At first I thought it was just a missed pickup and I placed my can across the street. Trash hauler skipped it again and a subsequent drive through the neighborhood let me to discover that multiple dwellings were being skipped with no manner of reasoning. I called Penn waste in **** and was talked to very rudely by one of their customer service people for speaking with a supervisor who promised to get it taken care of today. I lost my trash can lid open so that the hauler would know that they had missed my unit. This is not the first time that this has happened I've had numerous complaints made to them myself and made to ************************* about the lack of accountability and respect. Often has been the case where I've called in to Penn waste giving them my address number which is followed by pseudo harassment. By that I mean your haulers would intentionally use my trash cans to block my driveway so when I would come home from work, I couldn't pull in. I am sick and tired of nothing changing with this company, the passive aggression by their employees, and utter lack of customer service. I have even lobbied my township to go with a different refuse company but they of course must go with the lowest bidder.

  Business Response

  Date: 07/31/2024

  Dear ******************:
  

  Please be advised as requested, we've tried to contact ******************* on 7/26/24 and left a message to return our call. In addition, we discussed his concerns with the driver and crew.
  Penn Waste strives to provide excellent service to all our customers safely and efficiently.
  

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

• Initial Complaint

  Date:07/03/2024

  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.

  Penn waste charged us a late fee on 6/24/24. We were unable to pay our bill because Penn Waste mistakenly applied our neighbors payment to our account. My wife tried to pay the bill, but it wouldnt take our payment because it showed already paid and would not allow a credit on the account. The multitude of reps we talked to were aware of the issue and promised it would be fixed. Now months later we have a hard charge on our newest bill for the amount. Possible a negative on our pristine credit too!

  Business Response

  Date: 07/31/2024

  Dear ********************:
  We apologize for the error and the inconvenience it caused you.Please be assured this was not reported to the credit bureau. The last interest charge was adjusted and will reflect in the amount due on the next invoice. 

  Sincerely,

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

• Initial Complaint

  Date:06/07/2024

  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.

  Called to set up pick up which is in my contract 1 bulk pick up a week . This has been on my lawn for two weeks . I called and set up this first pick they did not do I called again to set up the second pick they not do . Called to make a complaint they told me that they did not have the corporate number and that I could not speak with anyone . I called back then they gave me a number that went to voicemail

  Business Response

  Date: 07/18/2024

  Dear ******************:
  Please be advised we have contacted **************. We've discussed a one-time credit was applied to his account. ************** confirmed that we did finally pick them up.We apologized for the inconvenience. 

  
  We continue to strive to provide excellent service to our customers safely and efficiently.

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