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:12/26/2022

  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.

  They knocked over my grill/smoker breaking it and ripping the strap off of the cover that goes over my grill. Because I don't have a video of their worker doing it they will not take responsibility. I have to come out of my pocket with almost $300 to buy another grill and cover

  Business Response

  Date: 12/28/2022

  ************** called on Friday 12-23-22 to report that she believed our crew member knocked over and broke her smoker grill while collecting her refuse.  She provided still photos from her video surveillance camera as well as the video she attached here to the BBB.  She stated that her camera was set differently than a ring camera and did not pick up all motion, therefore it did not show the actual event nor our crew member servicing her trash.  She also stated that her neighbor's video was not working and also did not capture the actual damage incident or the refuse collection service.

  ***'s management called and spoke with crew members who serviced the community where ************** lives.  None of the crew saw the grill fall over nor knocked it over while emptying her trash can. 

  On Friday 12-23-22, the ******** ******** area was experiencing sustained winds of up to 45 mph.  The entire region was under a weather advisory for high winds and wind gusts.  All throughout the day, there were stories of trees down and other incidents involving the wind.  Our trucks had issues on the roads with the wind speeds and many customers had cans blow around even while full of refuse.

  We are sorry that there was damage to ****************** personal property however, ***'s believes that based on the weather conditions, the wind caught the cover of the grill like a sail and blew the grill over.  This is further supported by the interviews with crew members and the fact that the incident was not caught on ****************** video surveillance camera.  ***'s Refuse ******** **** is not responsible for damage caused by Acts of God; if ************* is able to provide video of our crew member knocking the grill over, ***'s would of course work with her on the replacement of her property. 

   

• Initial Complaint

  Date:12/17/2022

  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 was using the trash service with them and I paid for the next three months of service and they cancelled the service Im my area and i didnt know it. I called and they said they would be issuing me a refund and they never did. So I called twice more and the president was supposed to be reissuing me a refund check and I have been waiting two weeks for it to come and Ive received nothing. I just want a refund for the service they discontinued and said they were going to reimburse me.

  Business Response

  Date: 12/27/2022

  Unfortunately, ***'s Refuse Service cancelled service in ******************' area effective November 1, 2022.  ****************** unfortunately had not received the cancellation message two weeks prior and called on November 7, 2022 which is when she learned of the cancelled service.  She was informed that refund checks would be issued however, by November 29, 2022 she had not received the check.  A stop payment order was issued for the original check and ****************** was informed of this later in the afternoon of the 29th.  A new check was written and sent to ****************** on December 23, 2022.  We're sorry that the first check was lost in the mail and apologize for the inconvenience of having to wait for the second check to be issued.   

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service 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.

  Crew left some one else trash can with trash filled up in back of my townhouse. I contacted the company and was promised some one will deliver me a new trash can and remove the trash from my property and no one showed up. I called the company 10/26 and is being told I have to wait until next Tuesday. Unacceptable.

  Business Response

  Date: 10/31/2022

  ****************** is a resident of Grove Point Townhomes, a residential HOA community that we service.  All residents are serviced at the backdoor or back gate area.  Unfortunately in ********************** case, her can was inadvertently switched with another resident's can.  Once reported, our representative scheduled a crew member to go out and remedy the situation by locating or replacing the can in question.  Our schedule is such that we travel to each community once per week to deliver cans, repair cans, replace cans, etc.  ****************** was not happy that we would not come out immediately.  It is not feasible for ***'s to pull a truck off of another route, and redirect them, to replace this one can when we will be in or near the community on another day.  Either way, ****************** will/has received a new can. 

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************************