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Business Profile

Garbage Removal

Arrow Disposal Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

This profile includes complaints for Arrow Disposal Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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Arrow Disposal Services has 3 locations, listed below.

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    Customer Complaints Summary

    • 82 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My trash pick up a schedule for Monday every Monday. Been like that for a year today's Wednesday. We hadn't seen them yet or haven't received any word why they're not Picking up the trash for everybody on my road

      Business Response

      Date: 08/07/2023

      After investigating Mr. ******** complaint we found it to be correct. We had one other customer call our customer ********************** to report their miss on Monday 8/1 at 4:21.

      Both the local manager and the area manager are aware of this and will make every attempt to correct the service in the future.

      Mr. ******** garbage was picked up by 8:00 on 8/3. We apologize for any inconvenience and will strive to do better going forward.

       

      Thank you,

       

      ADSI

    • Initial Complaint

      Date:07/17/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      For starters they never come on the scheduled collection date, they are always late, if they run that week at all. This week they dumped everyone elses can on our road except mine. I put my can out at the road the night before the scheduled collection date. I also always Pay my bill on time, never been late. We called to report that our can had not been emptied and it is still sitting at the road several days later, stinking. I am tired of paying for a service that I am having great difficulty receiving! My wife has called them 3 times at this point asking them to come get it. They always give an excuse that they will call the manager.

      Business Response

      Date: 07/18/2023

      Good afternoon, The area manager, *********************, visited *************** to discuss her issues. In checking with our customer ********************** department we found that *************** has called 3 times to report a missed pick ** in the past 23 MONTHS. We have always gone back and picked her up.

      As for her "Always late" comment, we never give a "Time" for garbage collection,, we give a "Garbage Day".

       

      We apologize for any inconvenience she has experienced and ****************** has given her his direct number if she has any problems in the future.

      Thank you,

      ADSI

       

       

      Customer Answer

      Date: 07/19/2023


      Complaint: 20323118

      I am rejecting this response because:
      You didnt visit with ME, you called my wife. As per the always late situation -  its rare if the trash is actually collected on Tuesdays, which is the date the company informed us is the scheduled collection date theyll come by at some point on Wednesdays - a day late.  But thanks for taking the time out of your day to help resolve this issue. 
      Sincerely,
      *******************************************

      Business Response

      Date: 07/20/2023

      Apologies are in order. ************** is correct. We didn't speak to him the area manager talked to his wife.

      His scheduled pick up day is Tuesday and he has been picked up on Wednesday several times. We have a new manager and a new driver who have been informed of the problems this address has had.

       

      We apologize for the inconvenience and ************** has been given credit for one full quarter ($73.23)

       

      Thank you,

      ADSI

      Customer Answer

      Date: 07/21/2023

       
      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.  Thank you. 

      Sincerely,

      ***************************************

    • Initial Complaint

      Date:07/10/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      This business provides trash and yard debris collection in my city. The truck that collects yard debris runs a route on my street on Monday of each week.I placed several bags of yard debris near the street on early Monday morning July 3. The truck never came by so I called Arrow that afternoon. I was told the manager would be notified and that a truck would be sent out to collect the bags. On Wednesday July 5 I called again to let them know that the bags still had not been picked up - I was told once again that the manager would be notified and a truck would be sent to pick up the bags.I called back on Thursday July 6 around mid morning to once again inform them that the bags were not picked up. For the third time I was again told that the manager would be notified and the issue would be resolved. Finally, I called again around mid morning on Friday July 7 to try to get the bags picked up. Again, I was told that the manager would be informed and that a truck would be sent to pickup the bags.So as you can see I was told on 4 different occasions that this issue would be resolved but so far nothing has happened.

      Business Response

      Date: 07/12/2023

      ************** was picked up on Monday 7/10 at approx.10:00 am. He is correct that he was not picked up the previous Monday. His address is located at the beginning of the route. 

      This has been addressed with both the driver and local manager. We apologize for any inconvenience.

       

      ADSI

      Customer Answer

      Date: 07/13/2023

       
      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.

      Sincerely,

      *********************

    • Initial Complaint

      Date:07/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My garbage is supposed to be picked up every Friday. I put my can out on Thursday evening since they come very early on Friday mornings. Its wasnt picked up. I called Monday, Wednesday and Thursday. Tuesday was the 4th of July. Each time I was told it would be picked up. It wasnt. Its now Friday a week later. My can still has not been emptied and there is more than enough trash to fill it again. This means I will continue to be a week behind. Ive paid for services that arent being rendered and that is theft in my opinion.

      Business Response

      Date: 07/13/2023

      Good morning. Mr. **** did in fact get missed on Friday June 30th. The following week was a holiday week and we ran all routes 1 day behind. 

      His cart and all additional bags were collected on Saturday July 8th by the area manager. The driver and local manager have been made aware and we will strive to do better.

      There was no theft as he states , just  a delay in services which as mentioned we will strive to do better. Thanks for understanding.

       

      ADSI

       

    • Initial Complaint

      Date:05/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Since our service changed to Arrow our garbage has not been picked up on consecutive weeks. Currently our waste container is sitting roadside where it has been for now 3 weeks. If this is the level of service we are to expect then inform us and we can make alternate plans to discontinue our agreement with your company If I conducted business in this matter I would seriously take a look at my Leadership within my company starting at the top to determine where our issue exist. This could be a communication problem or simply a company allowed behavior.

      Business Response

      Date: 05/18/2023

      After investigating the issue, ************ is correct. We had a problem in our routing. We have corrected the routing and notified the local manager.

      We have also given ************ 1 month credit and apologize for the inconvenience. We will strive to do better in the future.

       

      ADSI

    • Initial Complaint

      Date:05/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      EVERY SINGLE TIME since starting service, our trash can has been left on its side in the mud/grass after pickup by the employees. you can look down the road and see that everyone elses trash has been sat perfectly upright, but ours is always left looking like they just threw it back onto the ground from the truck. I need this to change because next time I will wait and have words.

      Business Response

      Date: 05/18/2023

      This issue has been brought to the attention of local management and driver and helper have been advised to replace the cart to its original position. We apologize for any inconvenience.

       

       

      ADSI

    • Initial Complaint

      Date:05/03/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      On 4-26-23 my trash collection was missed.My payment (per my bank statement) was mad on **** and cashed on 3-16.Payment was $71.16 and this is for 3 monthes.When I called they had no record of this payment and I would be transferred to extension 102 for further assistance. NO one answered at this ext.I called all day on Monday 5-1 ,and never got an answer.Today,5-2,I was again transferred to ext.102,and still no answer,and got disconnected.I do not have a choice as to what company picks up my trash.They seem to not care about customers .

      Business Response

      Date: 05/05/2023

      I spoke to ****************** on 5/3 at ***** to determine what issues he was having. His response was billing and communication. Extension 102 is our customer ********************** manager. 

      From time to time our payment processing center will post payment incorrectly and this will result in an account not being credited and a past due charge.  When this occurs our ***'s will ask the customer if they can send ** a copy of their payment history we will be glad to correct the problem and remove any late charges.

      ****************** refused to cooperate with our *** and said it was our problem. And he is correct it was not his problem, we were simply trying t resolve the issue. All other customers have been cooperative. 

      When I hung up with ****************** I called customer ********************** and had them remove any charges from ********************** account and credit him as thought we had received it timely and properly. ****************** was insistent that "Nobody" ever answers extension 102. The *** at extension 102 was the one that asked him for proof of payment.

      At the end of our conversation ****************** insisted that for the record he was going to hang up with me and call Extension 102 to prove a poiny.

       

      He did. When our *** answered ****************** said "Sorry" and hung up. His name was displayed on the call and all calls are recorded for quality assurance and training purposes.

      I apologize for his troubles and we will strive to do better in the future.

       

      *****************************

      Arrow Disposal Service, Inc.

       

       

       

    • Initial Complaint

      Date:04/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 have garbage service with this company in Autauga County, *******. Beginning in January 2023 they refuse to pick my garbage up weekly. It is only once maybe twice a month. Yet I pay for weekly service. My stinking garbage sits in my house or I have to put it in our storage building. I have called and called and called with no results. They promise to pick it up the next day but never follow through. They dont offer an excuse or reason for not picking it up. We dont even bring the can from the curb any more bc we dont know if or when they will come to our house. I am going to be talking to an attorney for possible remedies, including breach of contract, if this isnt fixed.

      Business Response

      Date: 04/25/2023

      Having investigated ***************** complaint I found her problems to be true. I have addressed the issue with the local manager and also have issued her credit for an entire quarter.

      We will strive to do better in the future.

       

      *****************************

      CEO , Arrow Disposal Service, Inc.

      Customer Answer

      Date: 08/02/2023

       
      Complaint: 19928885

      I am rejecting this response because:

       

      It seems that one complaint isnt enough to change the problem with this company. Once again we have to beg and plead for them to pick up our garbage. I have been told for 3 days that my garbage will be picked up. Was even told the route manager would call me. He didnt call and they finally came late Friday afternoon. My pickup day is Tuesday. I hate this company. I wish I had a choice to choose another company but I dont.

       



      Sincerely,

      ***********************

      Business Response

      Date: 08/25/2023

      We have identified the problem we were having with this customer and have addressed it with the driver, local and area manager. She has been notified of the findings and also given credit on her account for one full quarter of service. We apologize for any inconvenience. Thank you.

       

      Arrow Disposal Service, Inc.

    • Initial Complaint

      Date:04/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      All residents on 0USLEY DRIVE ,***** ******* ***** has been skipped on this street for 2 WEEKS STRAIGHT...IVE CALLED 4 TIMES AND WAS LIED TO...SAYING THEY WERE RUNNING BEHIND. BOTH WEEKS...MY ADD.IS 1241....NEIGHBORS ARE CALLING EACHOTHER WONDERING WHERE IS OUR SERVICE!!!! I WANT 2 WEEKS CREDIT...FOR NO SERVICE..BUT CHARGED..I ASK YOU FIX THIS PROBLEM ASAP..ONLY .DISABLED AND ELDERLY PEOLPE LIVE ON THIS ROAD...ACTION WILL BE TAKEN IF NO ONE RESPONDS

      Business Response

      Date: 04/11/2023

      Good Afternoon,

      After investigating the complaint from *********************************** I have found her to be correct. We did experience labor issues during the period she described and are still working to improve in that area. There are only 4 addresses signed up for service on ****** Dr., including ************************. They are 1201,1202,1241 and ****. Each customer will receive a 2 week credit on their account. **************************** has already been posted and the others will receive the same.

      We do record all customer ********************** calls for quality assurance and training purposes. 

       

      We apologize for any inconvenience this has caused and will strive to do better in the future.

       

      Sincerely,

       

      *****************************

    • Initial Complaint

      Date:02/16/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      On December 1st, 2022, I called and opened set up an account to have a garbage can delivered and to start receiving weekly curbside garbage pickup. On January 23rd, 2023, my garbage can was still not delivered so I called and the woman I spoke to said she was gonna put the order in again and put a rush on it this time too. February 3rd, 2023, still no garbage can so I called again. The woman I spoke to made it sound like I wasn't the one person experiencing this issue. She said her manager was not answering her phone calls or something and that she made a note to herself to call them again the following Monday since she already had to make a note to call regarding someone else and the issues they were having. February 16th, 2023, over two months later, I still don't have a garbage can and have not been contacted or heard anything about when I would be getting one. At this point, all this trouble just seems unnecessary when all I have been needing/waiting on is a garbage can to receive and use the services they supposedly provide to county residents and that they are billing me for. And based off of the previous two times I called, I feel as if calling them does not get me anywhere and is just a waste of time.

      Business Response

      Date: 02/16/2023

      We have checked with our customer ********************** department and can find no record of ***************************** signing up for service. We also show no record of service for the address listed and we cross referenced the phone number provided and found nothing there. We have no record. 

    Arrow Disposal Services is NOT a BBB Accredited Business.

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