Complaints

This profile includes complaints for Roll Off Dumpster Direct's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Roll Off Dumpster Direct

  150 E Swedesford Rd Ste 203 Suite 203 Wayne, PA 19087-1458

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  Roll Off Dumpster Direct

  37 North Valley Road Philadelphia, PA 19301

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:06/11/2024

  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 ordered the dumpster on May 1, 2024 for delivery on June 3, 2024. We requested a morning delivery and when it had not arrived by 10:30, called to request an ETA. We were told we would be called back after the rep consulted with dispatch. At 12:30, we called again and received the same response. When we tried to cancel the service at 4pm, we were told that the dumpster was on its way. We received a $50 credit for the state of the dumpster that we did receive.
  When we filled the dumpster on June 7, we requested a pickup for either June 7 or June 10. We received an email response that the garage the dumpster had been dispatched from was closed for the week of June 10. Since the order confirmation email did not state that the pickup was contingent upon the garage's availability, we feel that they should have made other arrangements to retrieve the dumpster. Their website touts their customer service, which was not of a quality that I would brag about. We would like our money back.

  Business Response

  Date: 06/25/2024

  Re: Complaint ID ********
  
  On May 1, 2024 at 12:37pm **** ******** called to rent a 30-yard
  roll off dumpster at *** ******** **** ****, Proctorville, Ohio, *****.  **** ******** requested delivery on June 3rd,
  2024 and removal on June 17th.  We
  accepted the order with these requested dates. 
  Subsequently, on June 7th at 9:42am, ******** ****** called
  to request the dumpster’s removal date be changed to June 10th.  We tried to accommodate this removal date
  change request, but our 3rd party hauler, Poplin Roll Off, informed
  us they were taking vacation the week of June 10th and as such they
  were unable to remove the dumpster any sooner than the originally requested
  date of June 17th. 
  Poplin Roll Off, as is standard in the equipment rental business,
  does not make arrangements for other haulers to service their equipment due to
  potential related legal liabilities.
  
  We understand ******** ******’s frustration with our inability
  to have her dumpster removed prior to the originally requested date of June 17th and we have provided a $50 courtesy credit as such. Providing a full
  refund would be unfair, in violation of the terms of this lease transaction,
  and an unjust enrichment to **** ********.   
  
  Again, the dumpster has been removed and we hope this
  explanation proves satisfactory. 
  
  ***** ******
  President
  Roll Off Dumpster Direct

  Customer Answer

  Date: 06/27/2024

  [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:
  
  
  
  1.  The $50 credit was not for the inconvenience of being unable to pick up the dumpster when requested, but a credit due to the poor state of the dumpster that was delivered (see email dated 06/04/2024).

  2.  Nowhere in any of the emails that we received outlining the terms of the lease, were we informed that the dumpster pickup was contingent upon the availability of the garage. 

  3.  It was apparent that even Roll-Off Dumpster Direct was not aware that the garage would be closed that week.  I would imagine that such a situation would be in violation of the garage's agreement with Roll-Off Dumpster Direct.

  4.  Their website touts their high level of customer service at every possible opportunity, yet we could not get the consideration of a return phone call on Monday, June 1, when we were told by two customer service reps that we would hear from them after they had consulted with dispatch.  Their response to our complaint does not address that issue at all.

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