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:05/24/2024

  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.

  So every week we are allowed to put 1 bulk item out for collection . The week of 05-12-2024 I put 1 bulk item out for collection and they did not collect it I called to complain they said it would be pick up I also said I would be putting out a 2nd pallet for collection They had it in there notes that there would be 2 pallets for pick up. When collection day came they only picked up 1 pallet and left a note telling me I was only allowed 1 bulk item. I called again on 05-23-2024 and now they tell me that it will be picked up the following week They are not doing the job that I pay for.

  Business Response

  Date: 06/20/2024

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

  Please be advised we reviewed ****************** account. The customer had multiple pallets out. We will only collect 1 bulk item per week. Our route supervisor will make sure what is stated on the work order is picked up this week. In the future, we suggest customers call in and schedule for a bulk item pick up.  
  

  We apologize for any inconvenience. 
  

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

• Initial Complaint

  Date:04/01/2024

  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.

  Failure to provide service being billed and paid.

  Customer Answer

  Date: 04/09/2024

  I have been contacted by Penn Waste.  They have provided a replacement recycling bin and provided a credit for the late payment fee.  They also confirm the bulk item pickup day is only Thursday and recommend calling so a work order is placed instead of relying upon the driving.  Thank you for your support in getting a resolution.

• Initial Complaint

  Date:03/27/2024

  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.

  Week after week the collectors leave my bins in the street. Week after week I call and nothings happens. My bins are blowing around in the street getting hit by cars and being broken. Theres trash spilled on the street and in my lawn. The bins are thrown in my on-street parking spot and I have to park my kids in traffic to get out and move the bins. They break my bins and dont replace them, even when theyre completely at fault. This company doesnt care. All I ask is that they place the bins back where I put them, and not break them. I dont think thats too much to ask.They bill me incorrectly, they cant get my account fixed up properly, and every time I call they s**** up something else with my billing. Its costing me time and money, and the service isnt worth either.At this point itd rather drop off the trash each week myself. Im sick of buying new bins when Im not the one breaking them, and Im sick of their incompetence in setting up my billing properly.

  Business Response

  Date: 04/29/2024

  
  
   

  Please be advised I have contacted ************** regarding his rental property service site Unit B located in ********************. We discussed the Ordinance regarding billing. Also, the issue with garbage not all being cleaned up, the placement of the cans and condition they are in. Afterwards, our operations supervisor assessed the site and cans. The cans are in decent shape (attached picture). The driver and crew were informed to ensure the cans are placed off the busy street and to thoroughly clean up any garbage debris.

   

  Sincerely,

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

  Credit & Collections Manager

   

   

   

   

  

   

   

   

   

   

   

   

  
  
   
  

• Initial Complaint

  Date:02/17/2024

  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.

  I live in Susquehanna township. Penn Waste seems to have an excuse evey week not to pick up. A minor holiday, a few snowflakes. They pick up about every 3 weeks. I am recovering from a stroke and open heart surgery. I cant drag both bins back and forth like this. I'm just going to throw recycling in the garbage. No reason for me to take it more seriously than they do. They need to stop weaseling out of their job and actually do some work. I bet they dont have an excuse to not take my money.

  Business Response

  Date: 03/08/2024

  Dear ******************:
  Due to the inclement weather and early start times, we had to make a decision for the safety of our employees for service that covers all the municipalities. The decision to close was made around 12:30am on Saturday morning. Double pick up for customers was done on their next trash day.

  
  We apologize to ****************** for the great inconvenience during that time.

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

• Initial Complaint

  Date:01/07/2024

  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.

  I live at *******************************************************************. Our Twp requires everyone to Use Penn Waste for trash and recycle pickups. The township bills everyone for this service. Penn Waste has not picked up recyclables for 84 thru ******************************************* for 5 out of the last 7 weeks. Penn Waste has been notified multiple times via phone and email and will not respond in any way. When you do get a person on the phone they are rude and indicate they will get back to you. ABSOLUTELY NO RESPONSE TO EMAILS OR PHONE CALLS.

  Business Response

  Date: 01/30/2024

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

  Penn Waste contacted ************ and apologized for this frustrating inconvenience.  We have addressed the issue and has since been resolved. ************** account was issued a 5-week credit.
  

  We continue to strive to provide excellent service to our customers safely and efficiently.
  
  
  Sincerely,
  
  *****************************
  Credit and Collections Manager 

  Customer Answer

  Date: 01/31/2024

  [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: 21108113
  
  I am rejecting this response. They told me they couldn't credit my account because the billing is paid through the Township. I can't believe anything they say and  this case won't be resolved until I'm sure the credit has been applied through the township billing department.
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/02/2024

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

  To clarify, we were able to create a credit on your old account and issue a refund on January 29, 2024. Due to processing and postal mail,please allow up to 2-3weeks to receive your refund check in the mail. Thank you.
  

  Sincerely,
  

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

  Customer Answer

  Date: 02/03/2024

  [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: 21108113
  
  I am rejecting this response because:  I will accept this response when in receipt of the refund.  
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/05/2024

  Complaint resolved

• Initial Complaint

  Date:12/31/2023

  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.

  Failed to pick up recyclables a second week. The one side of *************** was missed again. Funny since they just raised our rates.

  Business Response

  Date: 01/29/2024

  Dear ******************: 
  Please be advised during this time, there was a new driver filling in and missed this side of the street. The driver was informed and this section has not been missed since. We apologize for this inconvenience. We have informed ****************** via email a 2-week credit has been added to his account. 
  We continue to strive to provide excellent service to our customers safely and efficiently.
  
  Sincerely,
  
  *****************************
  Credit and Collections Manager

  Customer Answer

  Date: 01/29/2024

  [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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/14/2023

  Type:Billing 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.

  I closed my old bank acct in Oct. I updated my Penn waste online acct with my current banking info for payments. I made a payment in Dec. From the new acct. And received confirmation. Then I received an email saying it was rejected. Checked my current bank (which was on file with Penn Waste and funds were available, with no attempt from Penn waste to take the pmt. Verified with customer service my acct number. 2nd attempt pmt was made. Received confirmation. received a phone call from cust service that I will be charged a $35. fee for NSF! I called but they have no Info on where the payment was attempted to be withdrawn from. My old bank and current bank cannot see where there was any attempt on those dates (12/7 and 12/11) to take the payment out. My current bank has the payment being paid on Tues 12/12. Why am I being charged a $35 fee when I updated my bank info 2 months before I made a payment?? If the system / penn waste failed to update my info I should not be responsible for a NSF fee. The acct was closed and removed.

  Business Response

  Date: 12/15/2023

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

  Please be advised in review of the account, we found an in-house error. The customer's old checking account information wasn't removed from the system in a timely manner. It was charged an non-sufficient fund fee. The NSF fee has since been removed.

  Sincerely,

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

  Customer Answer

  Date: 12/17/2023

  [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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:12/06/2023

  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.

  We moved into our new home (South Hanover Township, Dauphin County) in July. We have called Penn Waste on a weekly basis since then because they either forgot to pick up our recycling or trash. We have tried to be patient with them and their drivers, but at this point we are completely fed up. I called their operators and have not received any helpful information. Further, I was forwarded to one of their managers who did not answer the phone. Sadly, their customer support managers still had their phone message stating they are out for Thanksgiving holiday - I called on December 6th. So far, pathetic showing of customer support from Penn Waste. I pay (a lot!) for a service that I do not receive the full benefit of. I request my trash picked up every week without fail. All of the trash and all of the recycling needs to be picked up on the day they say they are going to. Further, I ask a discount in my bill for wasting my time, having to babysit their drivers, and not having access to my trash cans because they are sitting at the end of my driveway!

  Business Response

  Date: 12/12/2023

  Dear ******************: 
  

  Please be advised we looked into this complaint. There is no excuse for the lack of service provided to ********************** site location, we apologize for the great inconvenience and have issued the account a 2-quarter credit. Furthermore, our operations manager has addressed the issue with the driver. 
  

  We will continue to strive to provide excellent service for all our customers.
  

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

• Initial Complaint

  Date:09/29/2023

  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.

  Penn Waste took over the waste removal company that had been servicing my home, and it has not been good.*** was having tree trimming done on our road, so anyone coming back to houses at the end of the road would need to wait a couple of minutes while the trimming vehicle moved out of the way. However, Penn Waste was unwilling to wait and left without servicing our property or our neighbors, leaving us with full cans. We contacted Penn Waste asking them to come back and collect the trash and they refused to send anyone out until the next regular pick-up a week away. They did not offer any kind of refund except to not charge us for the doubled trash size the next week. We explained that we do not have any additional trash cans for this week's bags and that wildlife would tear into our bags if left outside or in our garage. They did not care. We were not treated like valued customers, and Penn Waste was completely unwilling to make any changes that inconvenienced them, putting all the inconvenience on us instead.

  Business Response

  Date: 10/23/2023

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

  The customer has decided to no longer use us as their service provider and closed the account. Again, we apologize for their frustration. The account was credited and issued refund.  

  Sincerely,

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

  Customer Answer

  Date: 10/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  As indicated by the company, I requested they close out my account and refund me for the remainder of the term of service (though not for the missed service date). I have received this refund. While the company's dealings with me was unsatisfactory, I do not wish to pursue any further action with the company.

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

• Initial Complaint

  Date:09/19/2023

  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 have not had trash pickup for over 2 weeks. We have reached out to the company and they have told us they have already picked it up. They are missing our development and we have tried explaining this but we cannot get a supervisor to follow up with us. It is almost 3 weeks and our trash is rotting in the late summer sun.

  Business Response

  Date: 10/23/2023

  Please be advised this matter has been addressed. We have updated our routing to ensure the development is not missed.