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:07/25/2023

  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.

  I am filling this complaint with the bbb in hopes that one last attempt to resolve the below issue can be reached. It's sad that Penn Waste does not respect other property owners or a respectable company to do the right thing. I am copy and paste a string of emails from me to Penn Waste. I am also attaching pictures of the damage to my driveway. From ****: "I own a property in Red Lion, PA. ** * ** ** **** **. Red Lion, PA ***** My neighbor, ******* *****, ** ** **** **. Red Lion, PA ***** has 2 small dumpsters. Your trucks are driving onto my property, my driveway to pick up there trash. This is destroying my driveway. I am requesting that you stop driving on my driveway. Turn the dumpsters around facing the other direction and pick them up from there property, not mine. Can you do this please or do I need to install a fence to prevent you from trespassing ( it is posted ) to prevent you from costing me more money to replace the driveway. Of course you can pay to replace the driveway you damaged. I await a response. **** ***** ###-###-####" From Penn Waste, ( 7-12-23 ) "Morning. This is ******* ****** with Penn Waste. I have spoken to my dispatcher and she will talk to the drivers about finding another way to service the dumpsters at ******* *****. There is also a ******** dumpster that may also be using your driveway to access their can. So you may want to reach out to them as well. Thank you ******* ******" From **** ( 7-17-23 ) "They still have not been moved. **** ***** " From Penn Waste, ( 7-18-23 ) "Ok. I’ll take care of it. Sorry for the delay **" From **** ( 7-20-23 ) "So I am down here and I see there still not moved. I appreciate you taking the time to reposition the 2 dumpsters so your trucks stop driving on my property. But if you are not going to move them, then I will install a fence by next week. **** ***** " No other reply from Penn Waste. A screenshot of my last email not listed here is attached due to character limit.

  Business Response

  Date: 08/15/2023

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

  On August 15, 2023, our operations manager conducted a site visit at ************* located beside **. ************* property ************************* Red Lion, PA ********. The manager called ************** and stated the situation is being assessed.************** stated he wanted the cans removed completely in an opposite direction to avoid Penn Waste trucks driving on his driveway.
  

  In review, we can still safely service the containers being in a different direction. In addition, it was noted the entire alley in this section is broken, cracked and coming apart. We informed ************** this can be done by August 17 and asked if this was an acceptable timeframe. He agreed. However, we were able to turn the containers the same day and at 7:50am left a message for ************** stating they have been moved and to call if he needed anything further. 
  

  We apologize for the inconvenience ************** experienced. 
  

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

• Initial Complaint

  Date:06/06/2023

  Type:Order 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.

  1) Unethical 56% monthly price increase for dumpster trash removal from $273.24 to $426.63 way above this years Fed rate of inflation 7% (see photos)2) The company is not holding to their " conditions and terms" from the contract with us of $273.24 and we want to cancel the contract. They won't let us out of the contract without paying THEIR price ***** of the new monthly service charge of $426.63 times 6 = $2,559.78. According to ***************************** of ************ ********************************** 3)We signed up for a dumpster with this company on 5/5/22. According to EIA.GOV and ***.com the cost of fuel was a high of $4.561 at the time of the signing of the contract. This year fuel prices have dropped to $3.68 on 5/23 4)Their price per ton of material went up by $15, why do we get charged $153.39 extra per month?5) They said their labor and equipment went up. We own a landscaping business and our labor went up too but their costs could not have raised by 56%. They are driving the old trucks and are still using the same old dumpster 6) The Federal Rate of Inflation this year is 7%. Why did they increase our monthly price by 56% this is unethical. We should have the freedom to cancel this contract with out paying them for a cancelation and use their competitor *************** who is under the $273 monthly rate we originally signed up for in 5/2022.

  Business Response

  Date: 07/10/2023

  I’ve attached the entire agreement initialed and signed and dated by *** ******. The second page provides our terms and conditions.

  The section CHANGES AND COST INCREASES provides our right to adjust the rates.

   

  In response to the customer complaint on a 56% monthly increase. On 6/6/23, we explained the following to **. & **** ******:
  
  Our prices did not increase all at once by 56%. Also, we sent out notification 30-60 days prior to any changes in cost with monthly invoices.

  Price increases are an industry wide practice; all waste haulers pass through CPI and disposal increases. You will receive increases no matter what company you go. In addition, keep in mind competition may offer a low introductory rate just for a period time.

  There have been significant changes in the economy the past few years and overhead costs for all businesses have gone up.

   

  Interest rates are 2.5% higher than what they were a year ago and continue to rise. There continues to be a nationwide shortage of CDL drivers and laborers. Health insurance costs, liability and insurance costs have increased. New equipment and replacement parts have increased by approximately 30%. The cost to dispose of trash at the Lancaster Incinerator has increased 26% alone in 2023. You may see the same truck and have the same can but are costs are based as a whole to provide service to our customers.

   

   

  Below is a breakdown of the increases from Penn Waste in 2022 and 2023.

  1. July 2022 – 12% annual & disposal increase (letter attached dated 5-22 Commercial Billing Insert) – Sent with May invoice.

  Fuel surcharge was implemented. Percentage fluctuated and was based off the diesel market each month.

  2. December 2022 – with fuel prices leveling out, we removed the fuel as a separate line item and built into the flat rate at 14.27%, which is what the market was at in November.
  3. January 2023 – 22% annual & disposal increase (letter attached dated 10-22 Commercial Price Increase Letter) – Sent with October invoice.

  4.       Please be advised, the Disposal letter from Lancaster County  refuse fee increased by $15.00 per ton and the transfer fee was raised $12.00 per ton. This was a total 26% price increase for Penn Waste and all waste haulers in Lancaster.

   

   Desired Settlement:

  In attempt to resolve this matter, below are the three options we offered.

  1. 6-month buyout fee. This would be 6x their most recent invoice total, which would be $2,559.78.
  2. Our service agent reviewed their account in depth with our pricing manager and we can offer a rate of $355.00 per month. We would require new paperwork to be signed, however, we can honor your current term, which would be 2 years.
  3. We suggested decreasing their service during the customer’s slow season to bi-weekly or bi-monthly, which will bring down their rate.

   

  Customer Answer

  Date: 07/12/2023

  [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: ********
  
  
  
  I am rejecting this response because:

  1) Penn Waste Offered to lower the price to $355 per month but they want new paperwork signed. Why can they increase our monthly rate without our signature but not decrease our monthly rate without our signature? This is not in the contract to sign for new rates.  I would like the monthly rate decreased without having to sign anything with this company, that is NOT in the contract.

  2) I want to cancel this service for a 6x the monthly service fee of the contract we originally signed. That was $273.24 times 6 months= $1639.44 This is still unethical to have someone have to PAY to stop a service. I would like to part ways from this company.

  Regards,
  
  
  
  **** ****** ###-###-####
  

• Initial Complaint

  Date:04/06/2023

  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.

  Trash not picked up multiple times. Always tagged for ridiculous reasons. Toter lid not closed all the way. No longer will pick up any bags of trash that are not in their provided toter. Will no longer take trash from any other trash can. It used to be four bags of trash weighing less than 50lb. It is now ONE toter provided by them to be less than 50lb. So recently we could put out 200lb of trash twice a week and now only 50lb? And lid must be shut? Also we have rental properties that have not been provided a toter. We pay four trash bills at this property and were only provided two toters. Penn waste contacted multiple times and only provided one additional toter. During this time from no trash was picked up from these two rental units because trash was not in a provided toter. Not picking up trash leaves residents screwed because the trash just continues to accumulate. So if the trash can is full now and you wont take itwhere do you expect people to go with this trash plus the upcoming trash before next service day? Penn waste has become an absolute fraud or they are not willing to correct their employees for laziness.

  Business Response

  Date: 04/24/2023

  Dear *****************: 

  Please be advised we have attempted to contact ************* and have not received a response yet. Below is the email we sent on April 11, 2023. 

  From: *******************************
  Sent: Tuesday, April 11, 2023 11:18 AM
  To: ***********************
  Subject: Complaint
  
  Good Morning,
  
  I would like to apologize that you are having issues with getting your trash collected. With the new Spring Garden Township 2023 contract, the limit for trash is the 96-gallon trash cart which will hold 3-32-gallon size bags and we must abide by the contract however, the twice a week collection remains in place and you can sit out the limit of trash on both days.
  
  if you can please provide me with the rental addresses that do not have containers and I will be more then happy to make sure they get them delivered.
  
  Let me know if I can be of any other assistance.
  
  *******************************
  Residential Customer Service Supervisor
  Penn Waste Inc.
  **********************************

• Initial Complaint

  Date:03/23/2023

  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.

  On Monday, March 20, 2023, my trash was not picked up. I received a note stating my trash wasn't picked up because I don't have a Penn Wast Bin. I've never received a bin and called on March 20, 2023, to inform them that I never received a bin. I was told bins are only delivered on Mondays. I was also told that on Thursday, my trash would be collected and on Monday my trash would be collected without the bin due to me never receiving a bin or receiving notice that I needed a bin until now. On Thursday, March 23, 2023, my trash was not collected as promised. I called again and was told regardless of what was promised to me just days before on a recorded call, my trash would not be collected until I have a bin, even though they have never provided me with one. The representative I spoke with was not accommodating at all and interrupted me several times. I asked to speak to a supervisor and was told I could not speak with anyone else, but she would take my number and maybe someone would give me a call back. She informed me that the supervisor may or may not call me back. I have never received such poor customer service before.

  Business Response

  Date: 04/11/2023

  Dear *****************: 

  We apologize to ************* for this inconveinece. We issued a 2 week credit due to not having trash collected.  A tote has been delivered.

  Sincerely, 

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

• Initial Complaint

  Date:03/20/2023

  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 pay for 3 bags collection for two days of service Monday and Thursday. Penn Waste changed they policy on trash pickup carts and offered 96, 64 and 35 gallons carts. The 96 and 64 were both to big to fit in my garage along with my car, so I had no choice but to get the 35 gallon. I place the 35 gallon cart on the curb today 2/20 with 3 bags all in the cart and the lid open. Came back home to find a bag on the ground with a orange sticker saying no overflow cart. I call Penn Waste to find out way. Did not get a proper answer from CS and asked for a Manager. Left a VM and ******* called me back in speaking to her she directed to the website stating it states there no open lids. I told her I checked and did not see it saying such. She checked and it was not there. I suggested to her they should do so and customers can't see their internal policies. I asked about a option of a different service 2 bags option. They did not offer that, yet I am paying for 3 bags and was never aware of the open lid policy. My 35 gallon had 3 bags that I am paying for and the lid was open, not aware of their policy saying it should be closed.

  Business Response

  Date: 04/17/2023

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

  On behalf of the customer's complaint, I have reached out to operations. We have updated our website regarding the no open lids policy.  Please be advised we provided the smaller container as an alternative in case they would like to use it, However, the contract calls for 96 gallon carts. If a customer would like the ability to fit more material in the container, they would need to contact us for a larger container. The contract with types of service was presented and approved by the Township. 

  Sincerely,

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

  Customer Answer

  Date: 04/17/2023

  [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:03/09/2023

  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.

  On 3/9/23 I recived a invoice from Penn Waste dated 2/28/23. Invoice **********. Account # ********. For service from 10/28/22 to 6/30/23. For $293.50. I never requested this account, made this account, contacted this company or given permission to anyone to open this account. I have not used this service for this address. I called and was told that the prior owner gave my info to Penn Waste without my permission back in December of 2022. Months later I recieved a bill for service I never requested or was told I had. I was told the prior owner open the account for me. Again, without my permission. I was told that the boro has a mandatory trash reqiurement. Thats fine, but you can not legally open accounts for people without there knowledge. You must give them notice they are required to have a account. I told the lady that the building is empty. She didn't care. Pay the bill and enjoy your forced account is basiclly what they say, The service I am billed for was explained somewhat, but I was told, even though I am being billed for trash service, that I can not use the service until I pay for service I did not know I had. I asked if I got the service on 10/28/22 would I been able to use the service, and I was told no. I would have to prepay. That is ridiculous. Regular serivce you do not prepay. You put your trash out and get billed. Now I'm being told it's the other way, pay before you use. That's ridiculous. I have to pay for service I never knew about or used before I can use the service I am being billed. This account was open illegal and I am not allowed to use it. Plus the account is open under the wrong name / business. So this account needs closed. I do not understand why it took so long to tell me I had a account. Nothing about welcome or info about your account was even sent to me or even confirmed what someone else told them was true. You can not take the word from someone else. No notice of a account being open was made.

  Business Response

  Date: 03/27/2023

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

  Please be advised we have a mandatory residential contract with ******** Borough. We were awarded the contract for all sites because we were the lowest bidder. We do not need to wait for a customer to open the account. If the customer is requesting an exemption, it is the property owners responsbility to contact ********** Borough. and they will determine if the site is uninhabitable.

  Sincerely,

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

  Customer Answer

  Date: 03/27/2023

  [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: ********
  
  I am rejecting this response because:
  
  I reject for serval reasons.  

  1- They state they have  a contract and mandatory service.  Thats fine.  My complaint has nothing to do with that. 

  2- While you may have a mandatory requirement, it is illegal to sign up people for service.  Your mandatory requirement, requires they contact you to sign up.  You can not open accounts and not tell someone for months later and bill them for something you open and hind from them.

  3- You never verifyied the information is correct or not.  In this case, you were given the wrong billing information and are billing the wrong business.  That's illegal.

  4- You did not let the person know they had service or give them pricing on different plans to choose from.  You selected a plan.  Thats illegal.

  5- I am told I can not use service you are billing for.  Thats illegal to bill someone and refuse them to use the service you are billing for.

  6- Since you are billing the wrong company, that company does not own the building and therefor does not owe you any money.  The correct company would have to open a new account with new billing and no past dues.  Contact me to resolve.
  

  7- The past amount can not be billed because of the above reasons and needs to be refunded.

  8- I have asked for the following, which I believe is fair, refund the past balance and start this account over with the correct billing plan and in the correct billing name and allow me to use the service.
  

  Please stop refusing service.  I hope we can come to agreement without bringing in the ** attorney general or worse, civil case against Penn Waste.

  PLease reach out to me to resolve this.

  I can be reached at ************.

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

  Business Response

  Date: 04/24/2023

  Please be advised ***********’s residential account will be closed and a new account will be opened once he confirms the cost for a small dumpster prior to us setting up a new residential service account. We have recently left a message to follow and resolve.

  Customer Answer

  Date: 05/02/2023

  [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:02/01/2023

  Type:Order 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 is a company we must use due to our township having a contract with them. They raised the rates in october which lead to my auto pay failing. I was not notified until they added a ten dollar charge for late fee. I paid all of the bill for oct-dec. Now they are double charging me for ********march. Is this allowed? I added my receipt of payment. If needed I have my bank statement as well to prove i paid them.

  Business Response

  Date: 02/22/2023

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

  ************** has autopay set up through our Billtrust Portal system. I verififed the following:

  The customer received the 10/1/22 invoice via e-mail on 10/6/22 and he opened the emailed invoice on 10/6/22 which reflected the increase.  At that time he should have gone in and changed his threshold because he manages his online account.  There is also a pop-up that comes up once threshold has been changed stating the change will not take effect until the next invoice is generated so you will need to manually make this payment.  He did not make his payment for this invoice until 1/30/23.Which covered 10/1/31 12/31/22. 
  Billtrust Portal shows:

  File Parsed 2022-10-06 10:50:24 File parsed and document created in document warehouse
  Email Send Time 2022-10-06 13:32:36 The time the document was emailed
  Email Open Time 2022-10-06 14:22:10 The first time the email was opened by a recipient
  
  
  The invoice for 1/1/23 3/31/23 was emailed to him on 1/30/23 and he opened the emailed invoice on the same day.

  Billtrust Portal Shows: 

  File Parsed 2023-01-30 16:22:32 File parsed and document created in document warehouse
  Email Send Time 2023-01-30 17:08:23 The time the document was emailed
  Email Open Time 2023-01-30 17:40:22 The first time the email was opened by a recipient

  Should ************** have further questions, I encourage him to contact our customer service department at **************. 

  Sincerely,

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

   

   

• Initial Complaint

  Date:01/27/2023

  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.

  Claim against PENN WASTE I am making this claim because of the ongoing never ending way this company rips off its customers. Those ways include, #1 - Trash pick up services are paid for but not always given. At least a half dozen times over the last few years NO trash pick up was made on scheduled Mondays. When their customer service is contacted we are told they will either send a road pickup truck out to get the trash, or it would be picked up the next day. NONE of the times I am writing about was either promise ever kept. And they will not credit customers for pick ups we PAID FOR but was not made. More than once trash sits in front of our houses till the next week's pick up, or we have to move it all back of our homes again until next week's pick up. And they will not credit our accounts for services paid for but not given. #2 - More than once recycling pick up was also not made and instead the regular TRASH truck took what was supposed to be recycled. That is when they even picked it up at all. We spend our time separating trash to recycle, and they mix it in with the regular trash when that saves them money. #3 - The last time yard waste was picked up a couple of months ago, I had two full cans, and almost half the waste was still left in the bottoms of each can. The guy never even bothered to check to see if he got all the waste. They not only didn't take half of what I am paying them to pick up, but the guy destroyed both cans. One he split from top to bottom and he broke the top edge of the other can. I had to clean out all that waste from the broken cans and put it all in a heavy duty trash bag I had to buy. When I called about it and said I expected the cans to be replaced, I was told they would replace one can, but a supervisor had to approve the 2nd can. That was around two months ago and I have not heard from anyone since. When it comes to ANY kind of service from this company there IS NONE. Not if and when it costs them money. #4 - Several years ago this company came up with a contract agreement for each customer. They offered to SELL us a supply of large orange trash bags that we could use, and while we used those we would not get a monthly trash bill. That plan turned out to be a total FRAUD. As soon as that plan wasn't paying them enough profit they broke that "signed" LEGAL agreement, (which they collected money for) and they refused to refund any money for unused bags. I complained about this with the BBB back then and was told by PENN WASTE that I could use the bags when I have extra trash to get rid of. I am 80 years old, I have no family, and it takes me two weeks just to fill a small kitchen trash can. It would take me two months to fill one of their orange bags and at the same time I would still be paying them for weekly pick ups. I still have half of those bags left that I do not create enough trash to fill, while they still have my money for them. Home owners are not the only ones who have problems with PENN WASTE. *********** Township that I live in has had to have a council meeting with them because of problems they have had with this company. Also, none of my neighbors I have ever talked to over the years have ever received any credit, refund, or promise kept by this company. But they have no problem taking our money. 

  Business Response

  Date: 04/24/2023

  Please be advised *** ***** used to be on the pay per bag program. As part of the contract extension agreement, *********** Township and Penn Waste mutually agreed upon changing the service from 26 bags per year for this service, to weekly collection of up to 1-32 gallon bag or container. The Township board voted on and approved this at their August 22, 2019 meeting. The contract change was negotiated for January 1, 2020. This was the final year of the initial term of the contract. The rate for this service remained the same from 26 bags per year to 52 bags per year (1 per week). The customers are receiving more service for the same rate. This was also the meeting that the extension of the current contract was addressed. The rate in the first two years of the extension agreement, which was voted on at the August 22, 2019 meeting as well.
  
  *** ***** can continue to use his purchased bags if he would like to get rid of them. We understand he doesn’t generate much material. He can place his small kitchen bag curbside each week and it should be collected.
  

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

  Customer Answer

  Date: 04/25/2023

  [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: ********
  
  
  
  I am rejecting this response because: - - How does putting out a small kitchen bag each week make up for the money I PAID for the orange trash bags I now have no use for?  The offer makes no sense!
  

  ALSO, - - - they give me NO reply about the two yard waste "trash cans" that their people DESTROYED during the November 2022 yard waste pick up. Two cans that will cost me $50 to replace in order to get rid of my yard waste, or I have to again spend more money for the paper yard waste bags from ****'*.  

  ALSO, - - - this company totally ignores and refuses to credit residents for trash pick-up we PAY for, for pick-ups that were not made, sometimes a couple a year for the past 5 or 6 or more years. EACH time for which I made phone calls which were each ignored. Then they lie and claim they have no records of calls. At least twice I had to make THREE calls about each missed pick up. NEVER from all of my calls did I ever receive one single reply.
  

  This company wastes NO time in collecting their fees EVERY month, but totally ignores complaints hoping we will forget and go away.  I do not forget or go away.

  I'd like to add one more thing.    Charging a customer for those pick-up services not provided, and then billing those customers both by mail, and by eMail over the internet, are be both Mail Fraud,  AND Wire Fraud.  BOTH Federal crimes!  AND that would mean Federal charges for each and EVERY customer falsely billed these two ways for missed pick ups.
  

  - - - Attached are pics of my two trash cans this company's workers destroyed. - - -
  
  
  
  Regards,
  
  
  
  **** ** *****
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 05/12/2023

  Please be advised our operations manager has spoken to *** ***** in attempt to resolve. We’ve put in a work order to deliver two 32 gallon yellow yard waste bins to his address before next yard waste collection (May6). We have also Issued a 4 week credit to his account. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 05/14/2023

  [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:12/19/2022

  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 has failed to pick up my recycling for the past two weeks. I phoned them on Wed. Dec. 14 telling them they had forgotten me the week before but I did not make a complaint as I try to be understanding, and the customer service agent told me I should leave the recycling at the end of my driveway and it would be picked up ASAP. Nearly a week later, my recycling is still not picked up. We are now working on three full weeks of recycling. I called again today and was asked questions designed to blame ME for them not picking it up (Question 1: What kind of can are you using? Answer: the blue recycling container that says Penn Waste on it. Question 2: Are the items stuck in the can? Answer: No, but it is overflowing since it hasn’t been picked up. Question 3: When did you put the garbage out? Answer: By about 6 PM the night before pick up as I always do. ) I told the agent I wanted a discount on my bill for this pay period and she told me she could not issue any credits. I asked for her supervisor. She told me her supervisor would “tell me the same thing.” I asked for her supervisor’s boss and she said I should call customer service and “ ask for Steph.” She r we oils not give me a last name. This customer service rep also told me she was waiting for a call back from the driver and then she would call me back. She has not called me back. I think this is TERRIBLE customer service and would change garbage companies, but I can’t because Penn Waste is a monopoly. Finally, they often leave my cans in the middle of my driveway which is a huge safety risk for me as I live on a very busy and high speed road and am unable to turn into my driveway. I have had to push the cans out of the way with the nose of my car in order to enter my driveway on numerous occasions (top many to count). Please help me BBB. Thank you!

  Business Response

  Date: 01/06/2023

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

  We apologize for the inconvenience in not providing recycling service. We strive to provide excellent service to all our customers. A 1-month credit was applied to the account in the amount of $22.61.  Please be advised we have reviewed with operations to not place the cans in the middle of the driveway. 
  

  Sincerely,

  Sheila B*************
  Credit & Collections Manager

  Customer Answer

  Date: 01/07/2023

  [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:12/08/2022

  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 in South Hanover Township in PA never picks up all the trash we put out. Moved into our new home in April and had to clean out many items for trash pickup and it seems almost every month we have to call and complain to their customer service because the drivers always leave items (mattresses, chairs, old furniture, etc) sitting after they empty the cans. We call and are told they will send a driver to get the left items but the driver never comes. The next week rolls around and it happens again. It seems to take them 4 or more wks to pickup the additional items (which are allowed per their contract with the borough) to finally get all the additional trash. Its been going on for almost 8 months. We constantly have to call them numerous times and they act like we're being dramatic, or they get offended because we are angry, or they make apologies and promises to fix the issue but it never happens. This service isn't cheap and we're the customers but the gaslighting is ridiculous! Its also a safety and health hazard for us and the entire neighborhood to leave this type of trash sitting by the road; not to mention its unsightly for everyone in what is a nice neighborhood. I'd like to see Penn Waste provide a billing credit for all the wasted time calling and complaining, the lack of service that we pay on time for, and the poor customer service and attitude of their customer service department and drivers.

  Business Response

  Date: 12/22/2022

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

  We have reviewed the complaint with our operations supervisor. Please know we strive to provide excellent service to every customer. We apologize for this inconvenience and have issued a $40 credit to their account. 

  Sincerely, 

  Sheila B***********
  Credit & Collections Manager