ComplaintsforYakima Waste Systems, Inc.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yakima Waste is refusing to collect our garbage, without cause. Missed again for the 2nd consecutive week. The can has been out since last Wednesday for pickup, I did not bring it in after missed pick up last Thursday, its been out there at the road since November 1st. Our neighbors get picked up every week without being missed, cans are brought in after early morning pick up, but not ours. Since this summer ours has stayed at the road more often than not, this has become a habitual issue without cause or explanation. Service for almost two decades and ZERO cause, explanation, lack of concern or resolution to this matter that has been ongoing since June 2023.

  Business response

  11/21/2023

  We are the greater Yakima Chamber and we do not have anything to do with garbage pick up. This person needs to contact the City garbage department. 

  Customer response

  11/21/2023

  The complaint was against Yakima Waste, not the Chamber. Not sure why the Chamber was brought into my complaint, on your website I started a complaint and filled in the questions. There was an error.

  Yakima Waste is the perp. 

  Business response

  12/04/2023

  It looks like this report was delivered to the BBB and then forwarded to ** after the resolution was taken care of. The supervisor here talked to the husband the same day as this was filed. Due to our UTC automation and routing this customer was unfortunately having service issues due to our drivers not having a good understanding of the new routing. The customer has been issued a credit- it takes until the next billing cycle which is bimonthly, and the driver has been informed of the customer location and service concerns. Here is the follow up from the supervisor handling the situation.

  Thank you *********  Should be resolved as of Nov 10, when I had talked to the husband.  I gave them my contact info, approved a 1-month credit, and verified with driver that we need to have routing in place to service them every week.  I ************* with Drive Cam that driver picked them up this last week.  Also see notes in acct that the credit will apply on next bill cycle, probably why customer was confused thinking they had not received it.
  
   

  Customer response

  12/04/2023

  After months of the office manager not taking me serious, and my husband physically going to Yakima Waste, I hope the issue is resolved. It was lack of information the office manager failed to relay. I told her something had changed, but she wouldnt listen. This was most frustrating. 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My garbage is supposed to be picked up on Tuesday. Today the driver backed up the driveway and picked up the garbage all around me, but didnt pick up my garbage. I called Yakima Waste and told them what was going on. They said it was driver discretion. If he can back up the driveway and pick up everybody elses garbage he could have backed up to mine. This is not the first time this has happened. This driver discretion is a bunch of bull and if I had a choice I would never use them!

  Business response

  03/07/2023

   Yakima Waste is governed by the **************** ****************** per our approved service conditions this scenario falls under a few situations that are approved for non-service and collection when weather permits:
  On 1/9/2023 notified customer to leave  container as driver set for winter do to traction and possible service issues
  On 2/ 28/2023 driver noted customer turned container around and could not service due to weather.
   Customer statement and our response:
  If he can back up the driveway and pick up everybody elses garbage he could have backed up to mine.
  Weather and private driveways or roads cause multiple issues for our trucks such as yard damage, irrigation damage, traction issues from the excessive water and snow covering and hiding our best visible path. 
  The driver had this container set where he felt he could service it safely and the customer moved it. Since it snowed the driver did not feel it was safe to service. 
  This is a large container 1.5 yards, and the truck needs to lift this container to service it. the other customers on the private road driveway may had smaller manageable containers that he was able to service by hand. 
  This is not the first time this has happened.
  There is no record of the customer calling in or having this issue since this driver took over the route 8/16/2022
  and if I had a choice I would never use them!
  The customer has the choice to utilize our service or haul their own 
  Solid Waste to the landfill. 
  oIf they so choose our service We are  regulated by the *** and have exceptions for weather and safety for such occasions, We are the only approved provider in Yakima County by the ***. 
  
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yakima Waste has not been up to our house since November 28 to empty our garbage our roads are plowed, we have people that drive little cars like Toyotas and ***** so we keep it plowed so we all can get in and out. I dont like how were still being charged for no service and besides that they charge us $1.38 to unlock our gate even if they dont come up here, and our driver is very rude every time he empties our dumpster I still have to go out there and pick up garbage..

  Business response

  12/21/2022

  The driver lives up a hill down a long road, The customer states the road is plowed and small cars drive up it all the time. Yakima Waste operates with large truck that do not operate or maneuver like small vehicles. Our number one core value is safety and drivers are empowered to make decisions based on safety, if a driver does not know  the condition of the road or have visibility of the road condition and can determine if it is safe to proceed or turn around at some point they note account that it is not serviced due to weather. Customers are not road experts or experienced in our vehicles to make or suggest if a road is accessible-- at the end of the day we will not risk the driver, the customer property or public safety - this winter is a very unusual freeze causing service issues all over the county.

  . Per UTC WAC approved by the utility governing agency item 30 

  "5.Missed service due to unsafe weather conditions, road conditions, natural disaster or when government authority restricts access to local roads. A company is not required to collect solid waste when the company determines that it is unsafe to operate due to weather conditions, road conditions, natural disaster, or when government authority restricts access to local roads. *********** will collect on the next scheduled service date on which the company deems it is safe to operate, and will take other reasonable actions to resume or provide alternative service as soon as reasonably practicable.
  
    a. *********** is not obligated to extend credit to customers for missed service if the company   collects the customers' accumulated solid waste on the next scheduled service date on which the   company deems it to be safe to operate. *********** will not charge for extra waste set out (except   provided in Item 207, if applicable) in addition to customers' normal receptacle(s), if the amount of   extra waste does not exceed the amount that reasonably would be expected to accumulate due to   missed service.
  
    b. If the company does not collect a customer's accumulated solid ********************** on the next scheduled   service date on which the company determines it is safe to operate, the company is required to give a   credit, proportionate to the customer's monthly service charge, for all missed service(s).

  as a curtesy today we sent a recover truck with extra chains and a  spotter up to access the area and service if possible. We recovered the garbage. We will issue a credit of 3 weeks of gate charge.$4.38

  when customers are not serviceable due to weather we have 4 options

  1hold over all garbage until we can service and we will pickup the equivalent of the weeks missed sometimes up to 8 weeks in the past. for no extra charge

  2 bring the garbage to the main road that we are able to service at the street intersection during these times

  3Bring garbage to our facility and we will accept it at no charge

  4 suspend service for the duration of weather issues and we driver will notify when he is able to service area so customer can be notified.

   

  Our records do not show any contact from customer about credit or service issues, just the drivers notes from last service and  the miss due to weather.

   

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pay for *************************** service. On 12/5 my garbage wasnt picked up due to weather. We hadnt been able to plow our driveway soon enough. Yakima Waste said they would collect the following week. They suggested we take our garbage to the road way but I pay for drive-in service. Now today, 12/12 the garbage driver has not picked up our garbage yet again quoting the same reason. This week we had the driveway plowed. Our driveway is about 600 ft long. Its flat, open field, and with no overhang power lines. I have pictures to show my driveway. I will admit our driveway is not fully clear of snow but it is plowed. The driveway is no worse than the county roads the garbage driver is driving. They are now telling me that they will refund my drive-in service fee if I choose to and start bringing my garbage to the roadway. I havent done so. I have no issue with doing this. My issue now is that they refuse to do a call-back. I have two weeks of garbage and have no where to put my garbage. I live in the country where we have coyotes and stray dogs. It will create a mess. Im not at a point where Im paying for garbage service and not receiving that service and no solution to get the excess garbage I have now. I dont live in a remote part of the county that it would be difficult to come back. I live in between city limits of Wapato and ******.

  Business response

  12/13/2022

  We  serviced the customer today at ******

  *************************************** does not feel this issue requires BBB involvement or deserving of any complaint violations

  Yakima Waste operates under the Yakima Nation Contract and has service exceptions for inclement weather and safety concerns. We offer  temporary service stops or collection of volume equal to the service missed due to weather or safety once a driver can safely perform service to customers again.

  We sent out a pickup truck to exchange the customers garbage cart and remove garbage while their and determine any issues. We appreciate the driveway being plowed and flat. the driveway seamed manageable even without plowing What we identified is the entrance to the property was not clearly marked  or plowed to identify the driveway and the drainage ditch so the driver could line up and verify his entrance.

  I have attached pictures of a truck that was stuck yesterday because he used the customers plowed entrance for guidance and his truck sank in snow. the plow driver created a wider entrance then was  really there creating a soft shoulder to drive on.

   

  This customer has a narrow entrance with 2 posts at the front about ten feet wide. If they can place some driveway markers or reflectors  at the road entrance  identifying the driveway and ditch I do not see any future service issues from snow.  We do not know if there is a ditch or is it 4 feet deep or 5 inches deep.

   

  Thank you. 

  Customer response

  01/03/2023

   
  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.
  However, the request to make our driveway more identifiable was not mentioned when I spoke with the representative of Yakima Waste. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  6 weeks ago while paying bills on line I made a mistake. I made credit card payment of $1,921.49 to Yakima Waste Systems, Inc. and Yakima Waste Systems $65.20 payment to credit union. I immediately tried to cancel both. I stopped the incorrect payment to credit union but not Yakima Waste Systems. I called; in three or four days they would send me the refund. I have called every 2 weeks and it is supposedly in the system, all people involved are participating in monies return. Please help me see this happens soon.Thank you,***************************

  Business response

  10/25/2022

  We reviewed the customer account and see that they called 9/30 to inform us and a credit was issued to account. I do not show any other calls from our system. I have moved this from a credit to a direct refund and it will be processed and sent out this week. 

  Customer response

  10/29/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue with Yakima Waste System is that they did not come to pick up my garbage, a 96 gallon can. This is not the first time they haven't pickup up my garbage and when I call all they say is that they have no notes from the driver as to why it wasn't picked up. They said they wouldn't have anyone out in my area until my next regularly scheduled pick up day. My garbage can is full. I can not just keep piling trash bags outside. I pay them for a service they are not providing, the last time they did this was in March and I know there were times before that as well.

  Business response

  08/02/2022

  We reviewed our drivers notes, log sheet and dash camera for information. We found that he was not verifying his work when other drivers have come to assist him on his route. The driver has been reprimanded and temporally removed from that route for re training. We have a relief driver covering this route and instructed him to watch for this account and update any notes to assist in fulfilling its service.

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called and talk to the route supervisor *** multiple times on an on going issue for over 6months. My dumpster is constantly missed and not picked up but my neighborsare getting theirs picked up. And with no reimbursement of multiple missed pickups. Also the he hit my shop but I don't have pic or video proof. They drive superfast on our gravel road. And the driver once told us to our face they don't care about the job and the customers. I keep being told that the issue will be addresses and it continues. It is supposed to be picked up every Friday weekly. And I get missed at lest once a month if not twice. The the fact that I have talked to the supervisor multiple times and the issue is still not resolved I have come to you to ask for help. They take my payments and I'm never late as it's on auto pay but they do not provide the service I am paying for. I would change business but there is not other garbage service in the area. Please help.

  Business response

  04/22/2022

  The previous driver and prior complaints were dealt with already, the driver was terminated for performance and safety issues. Due to company and ethical reasons and due process was needed to discipline and in the end terminate the employee. The new employee is aware of the customer and prior service issues. We have issued 2 months credit for the poor performance from the prior driver.

  . The claim of recent misses we feel are no correct. The driver marks the bottom of the can each time he dumps it to verify, We sent him out to dump it on 4/18 and he let us know he had dumped it on its service day.  

  please inform the customer that we have GPS to show location and time of service  and video recorders in truck to verify future claimed service issues and driver is noting account on each service day to verify and record service.

   

  Customer response

  04/26/2022

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live directly behind **** ******** *****, located at **** ****** *** ******* **. Their dumpster is located across the fence which is very close to my house. They have two separate trash pickups because their dumpsters get very full. They did this because I previously complained to them that their dumpster lids were seldom closed because they were so full. Although I appreciate this, the issue now is that one of the trucks comes by at 5:00 a.m. and is very, very, noisy. It wakes me up and scares my cats. This is very disturbing to wake up to. I spoke with the **** ******** District Manager about this and she said that she would call Yakima Waste Systems but that they are not very responsive. I know they have to empty the trash bin, but that second truck that comes at 5:00 a.m. is very disturbing to my peace of mind, let alone my nerves. Yakima Waste needs to be more considerate and understand that I have a right to peaceful enjoyment of my home. Thank you very much.

  Business response

  08/27/2021

  Collection will be re-routed for later pickup time. 

  Customer response

  10/21/2021

  I previously filed a complaint with you against Yakima Waste Systems in Yakima WA a few month ago. I live directly behind **** *******'s Pizza and their dumpster is very close to my home across the fence. The issue was that they were picking up trash from a dumpster in a very noisy truck around 5:30 A.M. They resolved this by picking up the trash after 10:00 A.M. Well this morning at about 6:30 A.M. the noisy truck was back picking up trash from the dumpster. My husband is home ill and this woke him up and is very upsetting. What do I have to do for them to keep their promise to pick up the trash at a later time? What do I have to do to uphold my right as a homeowner to quiet enjoyment. What is it that do not understand??????

  Stick to their previous agreement e pick up trash from the dumpster at a later time.

  Business response

  10/25/2021

  I have reviewed the information and prior actions on this issue. We will not make any excuses but would like explain what happened at this last service time.
  
  The regular driver is out on paternity leave and a replacement driver is covering that route for the next 2 months. He does have notes about the service time. He gets assistance on that route from another driver and did not pass on that information about servicing later.  We have notified the driver and dispatch about this account and servicing later  out of respect for the neighbor.
  
   
  
  I would like to add that the ordinance for this area is 6am and we are not violating any rules by servicing at 6:30am. We do place customer service highly on our values and try to accommodate customers and neighbors when we can. we will continue to try and service around 10am as we discussed prior. We do not feel this should be a regulated BBB issue going forward. It does not fit any poor or violations of service for city ordinances.
  
   
  
  Thank you Mark L*****, District Manager Yakima Waste Systems.

  Customer response

  10/27/2021

  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.
  
  Just a note: Prior disposals were occurring earlier than 6:00 a.m. and that is why I filed the initial complaint. One of the trucks doesn't make as much noise as the other.  Does it need a tune-up?
  
  Sincerely,
  
  ****** ******

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