Complaints

This profile includes complaints for Amwaste's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Amwaste

  1400 Porter Rd Sylvan Springs, AL 35118-9503

• 

  Amwaste

  2669 Coalburg Rd Fultondale, AL 35068

• 

  Amwaste

  11977 Pine Grove Rd Carrollton, AL 35447

• 

  Amwaste

  2065 County Road 811 Wedowee, AL 36278-5740

• 

  Amwaste

  100 S Lawrence St Mobile, AL 36602

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:04/11/2024

  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.

  My trash has not been picked up for two weeks. The truck ran earlier than usual on Friday 3/29/24, so they had picked up before I took the trash to the curb. I put the can out on Thursday night this past week to ensure it was out there in time. On Friday 4/5/24, the truck picked up the neighbors' trash on either side of my house but skipped me. I called to ask if they could come back and pick up the trash since it has been 2 weeks. "********" said a supervisor would watch the video and decide. I said my trash can is not on the curb due to the *** rules, so I need to know when they are coming. She said no one would call me and they come if they decided to. I asked how will I know if they decided to come. She said I would have to call after she watched the video. I asked when that would be. She said, "I don't know." I asked if they didn't come to pick up would I get a statement credit. She said, "I TOLD YOU THE SUPERVISOR WILL WATCH THE ****** Once again, she did not answer my question. I asked her to transfer me to the supervisor, but she refused. She said, "She busy. What's your number?" I said I just gave you the number to pull up my account. She yelled, "PEOPLE GOT MORE THAN ONE NUMBER". I said you are rude and hung up. I wrote an email to ************* since the call was unproductive. Email was never answered. I called 3 hours later. The supervisors, ***** and *****, were gone for the day. I left my number for them to call me today. They have not called and my email still goes unanswered 24 hours later. I emailed once again and now waiting. My trash has not been picked up. My account has not been credited for skipped weeks. No one at AmWaste is concerned about helping me resolve this. I am forced to use their service as a resident of *********, so I would expect that I would receive the services I am paying for.

  Business Response

  Date: 05/10/2024

  Per our operations team this issue was resolved. I've made 2 attempts to follow up with the customer with no response. 

• Initial Complaint

  Date:04/08/2024

  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.

  ******* has not been picked up since March ,20 . Called emailed etc. cannot get anyone to call or contact by phone. It is the entire Birmingport area

  Business Response

  Date: 04/10/2024

  We sincerely apologize for the inconvenience this issue may have caused you. I have credit your account backdating to the 20th and have been reassured this matter has been take care of. Should you have further issues please do not hesitate to contact us at *************. Thank you.

• Initial Complaint

  Date:03/13/2024

  Type:Billing 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 have service with Amwaste and pay almost $100 quarterly to have yard debris hauled away yet Ive had a pile of sticks/yard debris in my yard for over a year. Every time I reach out to them Im told that the matter will be escalated and noted on my accountyet no notes are notated and the debris still not picked up. They terminated my service in January which I had to pay an additional $50 to be reinstated but they are not performing the service that they are supposed to.

  Business Response

  Date: 04/04/2024

  We apologize for the inconvenience in recovering your yard debris. Per our conversation, there will be a boom truck out to recover the remaining debris. Also as mentioned in our conversation the reinstatement fee has been credit back to your account. Please do not hesitate to give us a call for any further needs.  

• Initial Complaint

  Date:02/07/2024

  Type:Billing 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 previously spoke with my County Administrator and County Commissioner about Amwaste rarely having anyone available to answer their phone(s) when called to speak with an employee in an attempt to pay the Amwaste garbage service bill. After required meetings with the county administrator they did then have someone available during normal business hours to accept and process bill payments from their customers. Thank you for your assistance is addressing and correcting that issue.On my most recent AmWaste bill I learned several questionable operating procedures with AmWaste. Their invoice to me is dated 1/10/2024for quarterly residential service 2/1/2024 - 4/30/24 was received by me 2-5-2024 nearly a month after their invoice date. When I called today AmWaste employee ******* (spelling) advised me that was **** fault for the bill taking so long to be delivered. She provided ************** as a telephone number for me to call to pay my current bill which I later learned charges an additional.50 cents service charge for electronic checks or $3.45 service for credit cards used to pay their garbage bills as they no longer accept payments by way of telephone. Keep in mind the delay in receiving the AmWaste bill doesnt allow anyone to consider mailing (with a.68 cent stamp) a check to pay their bills without most likely incurring a $50.00 service restart fee. I would certainly consider the additional .18 cent cost to mail my check for payment to Amwaste over the .50 cents electronic check service now charged just to make the AmWaste employees work and do their job processing my payment rather than me doing that work for them and charging me .50 cents for the privilege to do so.Apparently, this policy and fee is in response to the County Administrator and County Commissioner(s) previously requiring AmWaste to improve their customer service and have an employee on staff and available to accept payments by way of the telephone. It also appears to be a way AmWaste is attempting to require the customer to pay for their newly implemented billing service.Employees at my credit union where I have a checking account advised me they are not aware of anyone or any company charging a fee for utilizing electronic checks to pay bills. I am in hopes, with the with your assistance AmWaste will understand and abolish this unfair electronic fee as well as get their invoice bills out to the customers promptly prior to the first of the first month of their quarterly billing period.Sincerely,***************************

  Business Response

  Date: 03/05/2024

  We apologize for the experience you had with Amwaste with the extended wait times.  Our phones are, and have been, staffed Monday thru Friday 7a-4p for the last several years.  There are times when call volumes are higher than normal due to billing and customers paying bills via CSRs.  We have looked into several different options to help alleviate the extended wait times and this new billing system has helped out tremendously.  There are several different ways to make payments and most of them are available 24/7, not just during normal business hours, so we best accommodate everyone.  The credit union is correct, if a payment is made via ACH through our website there isnt a fee.  The .50 fee that you are referring to is only applied if it is done through the *** system.  There should also be an option to use bill pay through your ************ and a fee wouldnt be charged for that either since a paper check would be sent to us.  The fees that are associated with the credit card payments are their processing fee, this isnt anything that Amwaste benefits from.  Our invoices are printed and mailed by a 3rd party vendor and are sent out within 24 business hours of the date on the invoice itself.  After that point, we are unable to control the speed of the delivery to our customers.  We do have the option for paperless billing, so the invoice would be sent to you via email as soon as it is generated.  The invoice is also available through our online system once your account has been set up.  The new system also offers a pay by text feature, where the invoice link is texted to you and can be accessed immediately once the invoice itself is generated.  Again, we do apologize for the inconvenience and hope all of this information has helped.

• Initial Complaint

  Date:02/02/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Garbage truck 4208 has been leaking various fluids for months in my neighborhood. On 2/1/24 hydraulic fluid was gushing out the front hydraulic arms like a water faucet. I stopped the driver to notify him, he told me he was already aware, then I asked him to park the truck and get it repaired. He ignored my request and sprayed hydraulic fluid throughout my entire street until his truck broke down 200 yards down the street. Ive called AMwaste many times and even spoken face to face with a supervisor. AMwaste has not resolved the malfunctioning trucks or cleaned up their mess.

• Initial Complaint

  Date:01/19/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Trash hasn't been picked up in 3 weeks. My bill is current. I've called and emailed with a different reason or no reason at all everything. I've sent pictures as still no resoluton or billing adjustment. My can has sat In the same spot for the 5 years that I've lived here without a missed pickup until 12/29/23. Please help resolve.

• Initial Complaint

  Date:01/12/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Amwaste has consistently failed as a company. I pay for trash pickup that is supposed to occur every Thursday. The majority of the time my trash is not picked up on Thursday and may get picked up a day or 2 later. This of course is unacceptable. I don't put my trash out every Thursday because the trash can is so large that it can usually hold two weeks worth of trash & since my house is about ***** feet from the street, I only put my trash out for pickup when needed. That means when I put my trash out, I really need it to be picked up because I need my empty can so that I have a place to put my newly collected trash. Therefore on multiple occasions, I have gotten a back up of trash at my house with nowhere to put it. Currently, I have several bags of trash sitting at my house waiting for my can to be emptied so that I can use it. The current situation is the worst so far. I went away on vacation on Jan 1st, & before leaving, I put my trash at the curb thinking that while I'm gone for the week even if it is not picked up on the next Thurs, it would be picked up by the time I get back on the next Sunday. I got back on Jan 7th & the trash was never picked up. I have since contacted Amwaste multiple times requesting them to perform the service I'm paying for. Amwaste claims that they will take care of it and never have. One time they said that it will reschedule a pickup within 48 hours, which never occurred. As of this morning, Friday Jan 12th, my trash is still sitting at the curb. Of course even if they had picked up the trash with 48 hours, that is unacceptable. If you are a company that was paid for a service that wasn't performed and a customer informs you of that fact, you should fix the problem by performing that service as fast as you can get it done, not 48 hours later! But they didn't even do the service within the 48 hours. What is worse is that 2 Thursdays have passed with no pickup. Amwaste has the worst customer service I've ever experienced.

• Initial Complaint

  Date:01/03/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Amwaste frequently fails to collect waste on my street. I have reported this problem many times to Amwaste though the ******************** but the problem has worsened.

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  My trash company has not picked up my trash 3 different times now, lied about picking it up twice and I am always told a supervisor will call but they never do resulting in me calling back several times until they bother to provide the service I pay for. We were forced to go with this company and shortly afyer the switch they nearly doubled our rates in our area. Our trash day is Monday yet they consistently do not pick up until Tuesday. I am looking into when this service will be up for a vote at my local city hall and letting all complaining online in a neighborhood forum know as well.

  Business Response

  Date: 12/20/2023

  The management team did make customer contact and as well resolved the issue. The customer stated they were very satisfied with the resolution at this time.  If anything else is needed please feel free to reach out as needed. 

  Customer Answer

  Date: 12/22/2023

   
  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:12/01/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 called on Nov. 14,2023 to ask if my trash can had been picked up, my trash can was missing. AM said that they didnt have a ticket to pick up but that they would send me one with in 14 days, I asked if I could have a credit because I wouldnt have service for those days and she told me that if they saw in the footage that I had trash on the curb and it wasnt picked up that they could credit it and she would send an email over for that. I called again on 11/28/23 to see why we still dont have a can and ask if we can get a credit, they claimed that I must put bags of trash on the curb and that it was showing that my can was out for delivery this week. I was also told that I didnt witness who took it so they would not be held liable, I had a $400, power saw beside my can that was not touched. I called on 11/29/23, the lady said that it was out for delivery that day. I called 11/30/23, trash can was not delivered. I was told that they are behind and it would be here on or after 12/9/23. I demanded a supervisor, I was transferred and hung up on. I called back and they wouldnt let me hold but took a message. 12/1/23- I called to see if I could speak to the manager, she was unavailable, but she did get the message and would call me back. I called later in the day and asked for the local office and offered to pick it up myself and they told me that I could purchase one from their 3rd party, I asked if I would get a discount due to owning my own can and she said no. I asked again if a refund I was told no, to put bags of trash on the curb. This is a prepaid service, we are paid through the first of the new year. I need a trash can and a credit for services NOT provided.