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:10/02/2025

  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.

  Monday, September 29, 2025:
  We attempted to schedule a large-item pickup (coffee table) with Nicholas Sanitation. We had repeated difficulty getting the pickup scheduled, requiring multiple calls. The week prior, it had already been scheduled, but we had to call back and explain that we could not get it up to the curb because ******* is on crutches with a torn meniscus.
  
  Once the pickup was finally on the books, the crew did not remove the item but moved it into our driveway and left it there, creating an obstruction.
  
  The bigger issue is the behavior of the office staff. When ******* called, she was told by the receptionist that “she had never seen a coffee table so big it couldn’t just be moved,” that it would have to sit until the next week, and that they would only help “if I wasn’t so hateful.” She was then called a liar, hung up on, and treated the same way when she called back. We have recordings of these calls that confirm what was said.
  
  This is not the first time we’ve had issues with Nicholas Sanitation. On another occasion, ********* had to call and argue with the office because the garbage crew was ripping bags and leaving trash in the bottom of our cans instead of emptying them properly.

  Business Response

  Date: 11/13/2025

  Nicholas Sanitation, Inc. requires all bulky items to be scheduled and curbside before proper service can happen.  This is to ensure that the correct item is to be picked up and curbside for liability issues.  Therse are all rules required by the West Viginia Public Service Commisssion, which regulates the waste industry in this state.  We service over 8,000 customers and we strive to do our best, but we must follow the WV PSC rules, which they informed us we did everything we could do.   If the customer felt upset by any of our employees, I apologize.  We will make sure communication is always courteous and efficient.  Nicholas Sanitation, Inc. will continue to provide good service as we have for the past 49 years.    

• Initial Complaint

  Date:11/21/2023

  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.

  They consistently do not pick up my trash, when I call to let them know they get very rude and demeaning with me. I have had to call them over 17 times this year, and they still try give an excuse or transfer blame instead of providing customer service. They are the only trash removal service in the area and this has caused an monopoly where they do not care to give good customer service. I have spoken with the receptionist and the owner. I have also reported them to the public service comission.

  Business Response

  Date: 11/21/2023

  Nicholas Sanitation, Inc. has documented 3-4 times where customer has called.  The occurrences when she called are as follows:

  1.  Customer called stating we had not picked up trash.   Customer was told and given rules & regulations that a customer sticker must be displayed for proper disposal.  The end result was Nicholas Sanitation, Inc. went back and picked up the trash.

  2.  Customer called stating that all of her trash had not been picked up.  Nicholas Sanitation, Inc. went back and picked up the trash which employee did not believe belonged to this customer.  A picture is attached.  The end result was Nicholas Sanitation, Inc. went back and picked up the trash.

  3.  Customer called stating we have not picked up all of her trash.  Customer was told that she must have garbage bagged up.  The end result was Nicholas Sanitation, Inc. went back and picked up the trash.

   

  We are governed by the West Virginia Public Service Commission.  They have rules that Nicholas Sanitation, Inc. and their customers must follow to ensure proper service and to ensure customer and employee safety.  One of the most important rule is that garbage must be bagged.  When employees deal with un-bagged garbage the likelihood of a safety issue rises significantly.  Employees have to look out for needles, glass, animals, and many other public health hazards when dealing with un-bagged garbage. 

  Customer service is something every company always strives to be better at, but we have not had a complaint filed in the WV PSC in over 30 years, which we are very proud of.   When the customer called yesterday, 11/20/23, Nicholas Sanitation, Inc. had a truck at the customers location within one hour from that customers phone call.  Also, to reiterate, customer stated that we had not picked up ALL the trash.  When employee returned, he got all the trash that was bagged but there is still some un-bagged garbage in customer's bin.