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:05/18/2023

  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.

  RBS has failed to pick up our recycling for 4 weeks. We have made attempts to contact them to discuss the pick up and they state our recycling is not outside at pickup. This is untrue. ***** with RBS also promised to send a schedule in the mail which we never received. Until recent their schedule hasn’t been on line. ****** stated she can’t control the mail. I’ve also requested RBS to make an extra stop to pickup recycling and we would pay a fee. They state this is not part of their service. We have decided to switch sanitation services, I contacted ***** on 5/17 to discontinue services. Now i’m being told she can’t pickup their containers for at least a week, maybe longer. This is unacceptable and another example of RBSs poor business practices.
  
  I am requesting assistance from the BBB to ensure not only our exorbitant amount of recycling is picked up at no extra fee but RBS refunds to us any non cycle charges left in our account. also, to expedite picking up there container. Having two sets of containers not only clutters my property but poses a serious health concern. I offered to drop off the containers to the RBS site but ****** stated they no longer accept that option. They are always unwilling to cooperate and or provide the least amount of customer service.
  
  They are truly a horrible customer service business.

  Business Response

  Date: 07/11/2023

  In response to the
  customer complaint, we ask all of our customers to put their carts out the
  night before pick up to ensure that they receive their normal pick up service
  as we cannot guarantee a precise time for pick up only the day, as trucks break
  down or employees are gone, and we might have to split up routes. As to the
  month of not being picked up, on 4/6/23 recycling was picked up at 9:40 AM, on
  4/27/23 recycling was not out at 6:23 AM, on 5/4/23 recycling was not out at
  8:17 AM, and on 5/18/23 Recycling cart was dumped and extras were taken at 8:32
  AM. Included is a picture of service on 5/4/23 with a date and time stamp on
  the lower right corner of the picture. This was a recycling day and in the
  picture you can see there was only Yardwaste (The green cart) and garbage (the
  black cart) out, the recycling (the blue cart) is clearly not out. We do not
  charge a fee for residential recycling and do offer go backs for costumers that
  missed their pick up days. As far as the carts not being picked up for a week
  or longer, cart removals, deliveries, and swap outs are done daily, so the
  longest a person would have to wait is a couple days. The account balance was
  refunded after the customer ended service with us. As for the calendar not
  being available online, we have new calendars that are available online as of
  the first of the year on our website and on our Facebook page. We strive to
  offer the highest quality of service and if there was an issue asking to talk
  to management would have it resolved quickly.