Complaints

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:02/05/2025

  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.

  Our business (senior ********** housing) contracted with a trash business for trash collection. However, the residents living on the street continually park the yellow lines preventing the trash truck from entering the parking lot. After multiple complaints and requests, the trash company refuses to modify our schedule to enable their truck to get in the parking lot. However, they have no problem with charging us when they don't provide the "service" of picking up the trash. We have a large trash overflow due to the fact that our trash has not been collected for over a week. This is a *************** issue as we deal with seniors who cannot live in filth.

  Customer Answer

  Date: 02/05/2025

  We have requested multiple times to have our pickup schedule modified in order to comply with the vendor's needs to get access to the property to remove the trash per our contract.  However, Jax Disposal refuses to cooperate with modifying the schedule.  The reason they have difficulties getting into the parking lot is due to a public street being the access point, and many vehicles park along the yellow "no parking" lines.  The trash truck comes so early in the morning that the residents living on the public street are still parked along the yellow lines preventing access.  The ************************* does not start their day until 8 am.  The trash truck comes before 7 am.  Even if we notify the residents who live on the public street, we have zero ability to monitor or force the residents on the public street to move their cars until well over an hour after the truck already came and left due to the entry being blocked.  I have expressed this to the Jax Disposal many times.  However, they still expect us to address a public street, and residents that park along the yellow line, which we have zero control over.  Their complete refusal to work with us to avoid these issues shows us that they don't care at all about providing the "service" they claim to provide based on a contract. Jax Disposal also auto-debits our monthly payment amount directly from our bank account, but fails to pick up our trash, which is a clear breach of any trash contract.  We pre-pay for services we are not getting.  In addition, they wanted to charge me additional money to come back to the property to collect the trash that has been accumulated for over a week as we have not been picked up since Monday January 27, 2025 as evidenced by the photo attached to the original complaint.  We are currently within our 30 day notice to terminate with this vendor.  However, I want others to be mindful before contracting with this company due to their absolute refusal to change anything about our agreement, which perpetuates their breach of contract.  Lastly, when requested, Jax Disposal refused to adjust pricing for missed pickups.  They claim they incur expenses just to run their regular route in our area.  

  Business Response

  Date: 02/25/2025

  Response to Complaint ID ********
  The service for this customer is in the City of *******. Due to the fact that the streets in this city are too narrow, and as the customer mentioned in the complaint, cars park at the yellow lines blocking the entrance. This makes it very difficult for our crew to enter the premises to collect the garbage. This has been an ongoing issue for over four years now. It seems every time this establishment gets a new manager, they attempt to fix the problem by threatening to cancel service, which I have worked through with every manager before them. However, they should be taking this issue to the City officials,as they are the ones responsible for enforcing the law by keeping cars off the yellow lines. It is unfair to suggest that we are at fault, as we do not have control over removing these cars.
  Every time our crew experiences delays due to this issue, we are wasting both time and money, especially during collection. They have even gone out of their way multiple times to attempt collection, they check to see if they are able to enter, and if not, they move on to collect garbage from other customers in the area, returning later to check again. Unfortunately, most of the time, cars are still blocking the entrance. The customer has asked us to rearrange our route, but please keep in mind that every customer is integrated into a route based on their placement in our already arranged route. If our crew is unable to collect the garbage, they must continue their route.
  Now, since we understand that the cars blocking the entrance are neither the customers nor our fault, every time we are unable to collect the garbage, our crew goes out of their way to clean up everything. This includes not only just collecting the garbage inside the containers but also picking up trash bags and other waste from the floor by hand. We have suggested to the customer that they contact City officials, the parking authority, or even place flyers warning drivers about illegal parking. However, this issue continues. Taking into consideration that this establishment serves senior citizens, we have sent a crew back multiple times at our own expense, sometimes later in the day or even the next day.
  Although we have done this numerous times, we cannot continue to absorb the extra costs. We must pay our crew for their time and the cost of fuel for the trip. Despite this, an additional fee has never been charged for collecting the garbage that was supposed to be picked up during regular collection.

  Customer Answer

  Date: 02/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  We are terminating our services with this vendor due to the aforementioned issues.  I was specific enough to explain that the City of Reading parking authority does not start their day of work until after the trash truck has been here and left on collection days.  I am not certain what Jax feels the City of Reading will do for our property who uses an independent trash hauler.  The City performs their own trash removal for the residents who own or rent homes.  However, we have to contract out, and it is our responsibility to ensure the removal of refuse from the site for the seniors we serve.  Also, I have no ability to post signs on public sidewalk without City approval, which can take months to accomplish.  I exhausted my resources prior to coming to this solution.  You can also clearly see that we requested a route change, and we were denied that change due to Jax's inability to make that change happen.  We had no choice but to find a vendor who would, in fact make a schedule that works for all parties involved.  I appreciate the time and consideration of Jax Disposal.  
  
  Regards,
  
  ***** ******