Business Profile

Garbage Removal

Whitetail Disposal Incorporated

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Complaints

This profile includes complaints for Whitetail Disposal Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

62 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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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:04/23/2024
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.
Good afternoon,

My customer number is ********** * . I am contacting Whitetail regarding my residential trash pick-up service. I would like to inform you that one of your staff appeared to empty the contents of one of my trash bags onto my property curve. My trash bin was full this week so I placed a brown trash bag next to my garage bin on the ground. This brown trash bag contained some dirt and a small amount of grass. I can confirm that this bag was sealed tight and there was no damage when I put the bag on the curve. I did not appreciate this unprofessional experience. I would also like to inform you that serval people in my neighborhood with Whitetail Disposal fill their garbage bins to the top where the lids are not even closed. I see these garbage cans filled with tree branches, grass, and dirt. Whitetail picks up all this content. I also see other residents in the neighborhood place trash bags outside the bin on the curve and Whitetail picks up these bags. It seems like when Whiteail picks up my garbage there is an issue. Once again I do not appreciate this experience I am having with Whitetail. I hope that bringing this matter to your attention will allow Whitetail to rectify this situation. (Please see attached photo)

Best Regards,
Donald ******** ************@*****.com
###-###-####
Business Response
Date: 04/24/2024
As part of the standard residential service provided by Whitetail Disposal, we can collect yard waste (leaves, twigs, grass clippings) that are securely bagged. Items such as dirt, sod, mulch or rocks are not able to be collected with our residential service. Upon receiving the complaint, we did investigate the concern regarding the bag being dumped on the ground. Per the video on the truck, the bag was wet and when the driver lifted it, the bottom came out. As we are unable to collect dirt, the driver did his best to keep the dirt contained in a pile but did have to leave this behind.
For more information on our policies regarding yard waste, bulk items, and other residential trash policies, please visit our website at www.WhitetailDisposal.com
Initial Complaint
Date:04/08/2024
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.
Whitetail signed contract w/ me for 32Gal cans . They delivered 64Gal cans. Equipment told me no 32G was avail. I would be charged for the 32G not 64G . After they raised the price they started charging me for 64 G. This went on for the next yr. 2yrs no 32G. When I called equipment they said it doesn't exist here. 2) Contract said they took mattresses no additional chgs 2 mos later they said no mattresses when I called for a p/u. I had to pay for removal. 3) upon cancellation they believe I should store their cans indefinitely It's been 11 days & 3 missed appts for p/u.
Business Response
Date: 04/10/2024
*** ******, we are very sorry to hear that there has been some miscommunication between signup and contact with our customer service teams. Unfortunately we do not offer 32 gallon cans; our sales team did their best to place an order for 45 gallon containers. We did, however, honor the rate the sales team member supplied for the equipment for the first year (minimum). Included with the service, we do offer (1) standard bulk item collected per week at no charge, item must be scheduled in advance. Unfortunately, mattresses are not considered a standard bulk item and do come with an additional charge.
At this time, the account has been closed and the equipment has been confirmed collected. The April/May/June quarterly charges were removed and the balance remains at $0.
Customer Answer
Date: 04/10/2024
[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: ********

I am rejecting this response because: The company lied , never supplied equip per contract and overcharged for an entire yr. Also thyer refusal to accept the mattress violated the contract. I should be reimbursed for that.

Regards,

**** ******
Initial Complaint
Date:03/23/2024
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.
Signed up for trash service and the company made the decision that they did not want to provide us with service. They took the payment for the first quarter before making this decision. I don't understand why they would take money prior to making a decision regarding service. I also don't understand why when the company made their decision not to service the property why they would not issue an immediate refund. At the writing of this complaint they have not issued the refund and have either ignored our phone calls or not returned phone calls as promised. This can be resolved with a full refund of $87.00.
Business Response
Date: 03/26/2024
Whitetail Disposal, after a conversation with the customer, came to the mutual agreement to not restart service at this address for this previous customer. This was agreed upon by the customer. As cans were not delivered, the $75 cancellation fee has been waived and the refund process has been started. After the refund is submitted and approved by our team, it can take a minimum of 5 - 7 business days for the customer to see it on their end; depending on their banking institution's rules. A refund has been initiated for this customer and is being completed.
Initial Complaint
Date:03/02/2024
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.
Had $75 per month contract with the company.

Asked for 2 additional pickups for $150.00 ($75 x 2).

Instead have been billed $150 extra (on top of the $75) per month for consecutive months.

Over $300.00 for 2 pickups, when I was only paying $75 per pickup to begin with.

This is criminal.
Business Response
Date: 03/08/2024
*******, unfortunately there appears to be some miscommunication. The executive of sales reached out for additional services to be scheduled. At that time, our team notified him that the current service agreement had expired. He was offered the opportunity to sign a new agreement and retain the current cost per extra pickup. At that time, he declined the option to sign a new agreement and was informed the cost per extra pickup would increase to our current charges. He accepted the additional fees and scheduled the additional services.
Customer Answer
Date: 03/12/2024
[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: ********

I am rejecting this response because: The response included inaccurate information. To increase pricing from $75 to $225 is predatory and a complaint has also been filed with the Consumer Protection Agency. These terms were not agreed to. I will require written evidence that a 300% price increase was disclosed.

Regards,

******* *****
Business Response
Date: 03/13/2024
*******, the information was provided by our team to the party listed in the prior information. We will put in for a team member to reach back out to you directly as well with this information. Unfortunately at the time of the service request, the current agreement had expired and the pricing listed was no longer valid. A new agreement was offered and declined at the time, leading the account subject to current day pricing on extra services.
Business Response
Date: 03/13/2024
*******, the information was provided by our team to the party listed in the prior information. We will put in for a team member to reach back out to you directly as well with this information. Unfortunately at the time of the service request, the current agreement had expired and the pricing listed was no longer valid. A new agreement was offered and declined at the time, leading the account subject to current day pricing on extra services.
Business Response
Date: 03/13/2024
*******, the information was provided by our team to the party listed in the prior information. We will put in for a team member to reach back out to you directly as well with this information. Unfortunately at the time of the service request, the current agreement had expired and the pricing listed was no longer valid. A new agreement was offered and declined at the time, leading the account subject to current day pricing on extra services.
Business Response
Date: 03/13/2024
*******, the information was provided by our team to the party listed in the prior information. We will put in for a team member to reach back out to you directly as well with this information. Unfortunately at the time of the service request, the current agreement had expired and the pricing listed was no longer valid. A new agreement was offered and declined at the time, leading the account subject to current day pricing on extra services.
Customer Answer
Date: 03/14/2024
[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: ********

I am rejecting this response because: Again, I am being provided FALSE information. Our original contract was NOT expired - See attachment! We had a 12-month contract ending in MARCH 31, 2024! Claiming our contract was expired and therefore new pricing was applied is FALSE!

Regards,

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

Business Response
Date: 03/18/2024
*******, our team has been trying to reach out to you to discuss this further. They will attempt to give you a call again today. All information has gone through ***** ******, who is the authorized party on this account; please speak with him further regarding this matter.
Customer Answer
Date: 03/19/2024
[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: ********

I am rejecting this response because: The problem has not been resolved. The company claims my contract had "expired" and therefore new pricing was added. However, as previous documentation shows, our contract was still valid through March. Therefore, asking for (1) additional pickup per month should not have resulted in a 300% upcharge. Our attorney has been contacted and no further payment will be submitted outside of a court setting.

Regards,

******* *****
Initial Complaint
Date:02/26/2024
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.
Starting approximately December 21st, Whitetail didnt pickup our trash on the scheduled day for 8-weeks in a row. They didnt pick it up at all for 4-weeks straight. I would email and call weekly so they could send a recovery truck, which did not always come. When I would call they would never offer a solution to make sure we were not skipped the following week; which is when I finally canceled my service. They also informed me they would not refund me for services, even though they were not fully rendered. When I called and asked for a supervisor, they said they would be in touch. I called again, since no one returned my phone call and they passed on a message from the supervisor stating we would not be refunded. I guess they didnt want to discuss a possible solution to keep a customer. Our service was canceled February 8th, and they have informed us our cans would be picked up the following Thursday: February 15th. They are still sitting in the same spot. They also miss our neighbors trash/recycling across the street from us regularly; however, they dont miss our recycling. I dont know if their drivers changed, but we watched them skip us the last 3-weeks in a row since we were curious what was happening. It looks to be done out of pure laziness. In my opinion.
Business Response
Date: 03/04/2024
*******, we are very sorry to hear about this. Per our conversation, this issue is being corrected moving forward and your account has been reopened.
Customer Answer
Date: 03/05/2024
[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:02/04/2024
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.
I signed up for service via Whitetail's online portal on 12/20/2023. I was billed at that time. Service was to begin on 1/12/2024.I was contacted on 1/5/2024 from the company stating that their routing department said I was too far away from their service area to provide me service and that a refund had been issued. I told the representative that it was **** feet from my driveway to their next closest customer where they provided service. The representative told me a supervisor would call me back to discuss within 48 hours. No call received. I contacted them again on 1/10/2024 and 1/16/2024 and spoke to representatives, both promised a call from a supervisor within 48 hours. No call was ever received. It is now 30 days since they stated I would be refunded and no refund was ever provided. This company should be charged with fraud for providing a website that checks a service address, says it will provide it, takes your money, then promises a refund and phone calls but never returns a call and never refunds your money. DO NOT USE THIS COMPANY!
Business Response
Date: 02/06/2024
Unfortunately, there are times that a customer is not able to be serviced by *********************************************; when this occurs we do our best to notify the customer as quickly as possible. Our team did attempt to reach out a few times to discuss further and was successful in recently connecting. The refund has been issued however depending on the financial institution, there may be additional delays prior to seeing the refund in your account.
Customer Answer
Date: 02/09/2024
[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: 21244190

I am rejecting this response because:
Whitetail's response is not entirely truthful. There is no reason why I could not be serviced based on other customers **** feet from my driveway. Also, they never attempted to return any of my phone calls until I contacted the BBB. They did provide a refund, but not until I contacted the BBB. Do not believe their lies and twisting of the truth.

Regards,

*************************
Initial Complaint
Date:01/11/2024
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.
On 1/10/24, an object was projected from a whitetail garbage disposal truck and damaged my front window. I beeped at the truck several times to get his attention to pull over but he kept going. Next **** pulled alongside him on 309N beeping but the driver paid me no mind. I pulled in front of him and the driver turned off on the ******** exit without me getting any of the trucks information. I reached out to the company to explain what happened, but I was told that their company is not responsible for damages caused by objects from their vehicles. The employee for the company who took my call also tried to imply that I didnt see anything projected from their vehicle. They also showed no regard or concern about the damage that was caused from their trucks.
Business Response
Date: 01/24/2024
The damage team at Whitetail Disposal did receive and review this complaint. After investigation, it has been determined that Whitetail Disposal is not responsible for road debris that *** have caused damage to the vehicle.
Customer Answer
Date: 01/24/2024
[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: 21132600

I am rejecting this response because roadside debris did not cause the damage to my windshield. An object was ejected from your truck that caused the damage. An attempt was made to get the drivers attention but they kept going.

Regards,

*********************
Initial Complaint
Date:01/02/2024
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.
November 2023 Whitetail Disposal picked up trash and broke trash container. Called for replacement the next day. Was told 2 weeks to be fixed. Nothing. Called back 3 weeks later, was told the next day, again nothing. Called back 12/29, spoke to ****, equipment manager, was told the next day can would be replaced. Wasn't. Called back today, more lies, told later in the week. No faith it will happen, just keep getting lied to. Ask to speak with owners, was told they don't take calls. Paying for a service and not receiving it.
Business Response
Date: 01/04/2024
******************, thank you for your patience as we worked to exchange the broken toter that you had reported. After speaking with our team on Tuesday, we did get that replaced Wednesday and confirmed that this has been fully resolved. Unfortunately there can be a delay from time to time in container exchanges, particularly when we are waiting on a shipment of toters to be delivered.
Initial Complaint
Date:12/16/2023
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.
Whitetail Disposal has missed October 20th, November 10th, December 8th and now today December 15th recycle pick up. The trucks drive right past our house and pick up other side of the street so there should be no reason they miss us (and our neighbors time and time again). We have contacted Whitetail via email each and every one of these missed pick up days so we don't know why there has been no resolution or communication with us or the appropriate people in charge? I spoke with *** and she said there would be no pick up today as they again missed us for the 4th time in two months and again we were told recovery could take 24/48 business hours. which is the response we get every time we are missed. Our regular scheduled day is Friday, so when we are missed, the container needs to sit by a very busy street all weekend long and into Monday or Tuesday of the next week. I have asked the company to have a representative get back to us with a reason we keep getting missed and we have not had a response to date. This is in breach of contract as we pay the company to pick up recyclables on Friday! we want to be contacted by a Supervisor or Owner of the company with a resolution not a person answering the phones.
Business Response
Date: 12/20/2023
We are very sorry to hear of the reported issues with collection. Currently, we perform over 250,000 residential trash and recycle collections per week of which 99.8% are completed successfully, on time and without issue. We are continuously working to improve our services with a goal of 0 reported service challenges. I do see our team has been actively investigating the reported issue, we will continue to monitor this situation and our management team will be reaching out to follow up.
Initial Complaint
Date:12/08/2023
Type:Delivery 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.
Whitetail Disposal is participating and conducting unfair business practices in violation of ******* Anti-trust Act. As a waste disposal company they are providing services at or below their cost in order to monopolize the waste and recycling disposal service in Whitpain Township in Pennsylvania. When the competitive companies ******************* and **************** no longer service the area Whitetail then is able to exorbantly increase the price to a sustainable market level free from competition. This company should be willing to stand by their quotation.
Business Response
Date: 12/08/2023
Whitetail Disposal does our very best to keep our pricing as stable as possible for as long as possible. We offer our new customers a guaranteed price for their first year of service, however after that first year, if there are rate increases, customers would be responsible for the new charges. Thank you for being a customer since 2018, we very much appreciate your long-term business. Over the past few years, we have faced numerous increased costs including increased dumping fees, fuel and environmental costs, cost of living/working increases, part and equipment increases. I see that your rate did increase by $6 per month last year, we did our very best to keep this increase as minimal as possible to all our customers.
Customer Answer
Date: 12/09/2023
[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,

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

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Whitetail Disposal Incorporated is NOT a BBB Accredited Business.