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Business Profile

Waste Management Services

CARDS Recycling

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Waste Management Services.

Complaints

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

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CARDS Recycling has 15 locations, listed below.

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    Customer Complaints Summary

    • 667 total complaints in the last 3 years.
    • 458 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:06/10/2024

      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.
      Our trash has not been picked up since May 23. I am to have weekly pick up. Customer service keeps making false promises or just does not answer phone. I want my trash picked up as per oor agreement. I am billed and pay quarterly. We have done our part. It is time for Cards to step up to the plate.

      Business Response

      Date: 06/24/2024

      Thank you for bringing this issue to our attention. We apologize for the inconvenience caused by the missed trash pickups and the difficulty in reaching our customer service team.
      To assist you further, could you please send us your address or account details? This will allow us to locate your account promptly and ensure that your trash pickup service is resumed as per our agreement.
      We appreciate your patience and cooperation in resolving this matter. Please feel free to reach out to us directly with any additional information or concerns.

      Customer Answer

      Date: 06/24/2024

       

      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:06/10/2024

      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.
      We purchased trash pickup on a 3-month basis, beginning in January 2023. Our trash was to be picked up weekly on Thursdays. The first 3 months, our trash was not picked up 4 times out of the 13 weeks in that first quarter. Since April, our trash as only been picked up 3 times out of the 10 weeks. It is now June 8 and our trash has not been picked up since May 11. We have called Cards several times beginning in May (May 10, 11, 28, 31, June 1, 7). We have spoken with several different CSRs (***** ******* ******) but no one will allow us to speak to supervisor or management. Every call will end with the CSR promising our trash will be picked up that day and an email has been sent to the local dispatch for pickup. We paid for 3-months service in advance for this service but have not received those services. The CSRs we have spoken with have been courteous and friendly but refused to allow us to speak with their management or the local dispatch to get our trash picked up. We feel a total refund for the total amount is due to us along with a call from management of Cards with an explanation.

      Business Response

      Date: 06/24/2024

      Thank you for bringing this to our attention. We apologize for the inconvenience and frustration caused by the missed trash pickups and the challenges you've faced with our service.
      Upon reviewing your account, we have contacted the local dispatch to ensure that your trash service is resumed promptly until the end of your paid period. Additionally, we have initiated a review with our accounting department to explore the possibility of issuing a refund for the missed services.
      We appreciate your patience as we work to resolve this matter promptly. Please feel free to reach out to us directly if you have any further questions or concerns.

      Customer Answer

      Date: 06/27/2024

       

      Complaint: ********
       

      I am rejecting this response because: this matter had not been resolved. It has now been 7 weeks since my trash was picked up last. I have talked to India in dispatch multiple times, the first couple times she promised that she was getting me on the schedule to be picked up. The next time I spoke to her she was going to talk to the manager and get back to me. That was 3 days ago. My paid term of service ends on Sunday June 30, 2024. Out of the this most recent three month billing cycle my trash has only been picked up two times. My husband and I have both called and emailed multiple times every time we have been given excuses about new drivers, routes running late and our address being mapped incorrectly. Now it is difficult to reach anyone, when my husband calls from his number the line rings and is never answered or sent to voicemail as if his number has been blocked in the system. 
      I feel I should be refunded for this billing cycle given my trash has only been collected twice and the amount of time we have had to dedicate to try to get the service that was paid for.

       




      Sincerely,


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

      Business Response

      Date: 07/11/2024

      We have received your concerns and are forwarding this information to our accounting department for review and inquiry regarding reimbursement. We will ensure that your situation is thoroughly reviewed.
      For any further questions or assistance, please contact us at ************ ** ***** ************************

    • Initial Complaint

      Date:06/10/2024

      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.
      Not picking my trash when Supposed to.

      Business Response

      Date: 06/24/2024

      Thank you for bringing this to our attention. We apologize for the inconvenience caused by the missed trash pickup.
      We encourage you to reach out to us directly if your trash is ever missed so that we can address the issue promptly. We have not received prior contact from you regarding this matter, but we are here to assist you.
      Please feel free to contact us if you have any further questions or concerns.

    • Initial Complaint

      Date:06/10/2024

      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.
      They keep sending me a bill I DO NOT OWE...

      Business Response

      Date: 06/24/2024

      Thank you for bringing this to our attention. We apologize for any inconvenience caused by the billing issue.
      Upon reviewing your account, we have adjusted your account balance, and you do not owe any outstanding amount. Please disregard any bills or statements you may have received in error.
      If you have any further questions or concerns, please feel free to contact us directly.

    • Initial Complaint

      Date:06/10/2024

      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.
      This is a garbage pick up company. On may 15th my bill was paid up through June. Since that time they have never picked up my garbage. I have called them numerous times and they always say that they will pick it up the next pick up date which is Thursday. They all lie every time you call.
      Yesterday [6/6/24] ******* told me they would make sure it was picked up yesterday – just another lie.
      I also asked if I could pay monthly, she said no as they bill you for 3 months. She said if you pay monthly that the late charges would add up and they would not pick up your garbage.
      Now I ask you – is that fair? I am 82 and on a fixed income from social security only. I cannot afford to pay 3 months at one time.
      Also they will not give you credit for all the weeks they did not pick up your garbage. Since they did not pick up my garbage for a couple of months now I have had to throw my bags out the back door other wise it would be a health issue. Because of that the animals have gotten into the bags and thrown everything all over. They need to send someone over here to clean all of that up.
      I have not been able to sleep worth a darn because I am so mad about all of this that all I can think about is the garbage.

      Business Response

      Date: 06/24/2024

      Thank you for bringing this issue to our attention. We apologize for any inconvenience caused.
      Upon reviewing your account, we see that you have spoken with our customer service representative and have requested the cancellation of your account. We have proceeded to cancel your account as per your request.
      If there are any outstanding issues that require further attention, please let us know so that we can assist you accordingly.
      Thank you for your understanding.

      Customer Answer

      Date: 06/24/2024

      Complaint: *******



      I am rejecting this response because:  

      Cards need to take care of all the garbage bags I had to throw out my back door because they did not pick up my garbage as they said they would.  Since I had to throw by garbage bags outside the animals have gotten into the bags and garbage is scattered all over. It is not my fault they did not pick up my garbage but it is their fault and I really need that done as it is a health issue.  There is no way I could afford to pay to have that done.  I am 82 and live on social security only.  Thank you for your service, I so appreciate it.




      Sincerely,  ******* ****** 



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

    • Initial Complaint

      Date:06/07/2024

      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.
      CARDS bought out ********* trash service here in hartville and hasn't picked up our trash even a single time since they took over, yet the continue to send us a bill they are impossible to contact my mom sent a letter into there office but it turns out they closed the local office in hartville, ive emailed corporate and tried calling customer support but all the extension just restart the automated voice and don't actually take you anywhere no matter what option you select. All we want is to cancel our service and get them to cancel the bill they keep sending us even though they never serviced our house even one time, but we it's impossible to get ahold of them

      Business Response

      Date: 06/24/2024

      Thank you for bringing this issue to our attention. We apologize for the difficulty in reaching us, and we regret any inconvenience caused by the closure of our local office in Hartville.
      We have no record of prior attempts to contact you regarding service issues: you can reach us at ************, email us at ***********************, or send us a message via ****** Messages.
      Regarding the bill you received despite no service, we will request that the balance be removed with accounting. Please allow us some time to investigate and resolve this issue promptly.
      If you have any further questions or concerns, please do not hesitate to reach out using the contact methods provided.

      Customer Answer

      Date: 06/28/2024

       

      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:06/07/2024

      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.
      Cards Holding has been skipping pick up service for trash on and off since starting service in January. Most recently in March they have only come every other week. When I call they inform me that they will pick up by the next business day in addition to my regular day. This is not the case they do not show up. In result of this, I cancelled my service moving forward. They require payment prior to services, Paid for 3 months in March for service through June. They have not provided the service and refuse to refund for the month of June, for services not rendered.

      Business Response

      Date: 06/24/2024

      Thank you for bringing this issue to our attention. We understand your frustration regarding the missed pickups and the service disruptions you have experienced. As per your request, we have processed the cancellation of your service moving forward.
      Regarding your payment for services through June, we will continue to provide service until the end of the paid period. We regret any inconvenience this may have caused and appreciate your understanding.
      If you have any further questions or concerns, please feel free to contact us.

    • Initial Complaint

      Date:06/06/2024

      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.
      April and May I have been skipped 7 times called all 7 times told driver would be back out that same day or Friday to pick it up and never was here to pick up trash .
      I payed automatic out of my account called in complaining so manny times I was given a discount from 130 to 119.90 with no service at all !! Is that ok NO IT IS NOT !!!
      The driver stated he was not coming up this driveway to pick up the trash and has not been here since his statement I have been told by managers and the ones that answer the phone that he was going to be reprimanded that this wouldn’t happen again only to continue to have it happen week after week after week with nothing being resolved. they only pacify and commit to come and have them come back and pick up the trash or come the next day with only false hope just to pacify you to get you to shut up. I have wasted countless minutes normally up to 30 minutes per day two times on Thursday and Friday for nothing, my account number is ******** ** I have paid $249.90 for zero service only false promises. They don’t even follow through with the phone call like they tell you they will.

      Business Response

      Date: 06/13/2024

      Thank you for reaching out and bringing this matter to our attention. We apologize for the inconvenience and frustration caused by the missed trash pickups despite your calls and efforts to resolve the issue.
      We have forwarded your concerns and account details to our accounting department to investigate about possibly issuing a credit. Your feedback is invaluable as we work towards improving our service reliability.
      If you have any further questions or if there are any additional concerns you would like to discuss, please feel free to contact us directly at ************ or via email at ************************
      Thank you for your patience and understanding.

    • Initial Complaint

      Date:06/05/2024

      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.
      CARDS Waste Services bought out ****** ***** ******* in Frontenac, KS in the fall of 2023. I live in the adjacent town of Pittsburg, KS and had ******* ******* for 6 years with no issues. The first 5 weeks after CARDS took over, I had no issues. After week 5 there were multiple weeks of no trash pick ups with voicemails left d/t no one answering the office phone. When I was finally able to reach someone I had 5 consecutive weeks of no pick-ups and overflowing trash. I told the employee I needed trashed pick up at which time she said they would only pick up 1 can worth due to me only paying for 1 can, although they had missed all the prior weeks. She also said at that time the trash hadn't been picked up because I didn't have the right trash can and they would need to dispense a new one even though they had picked up with the same can the first 5 weeks. When I asked about refunding for the weeks they didn't pick up they refused saying they had not received any voicemails even though I had left several and had emailed the corporate office. The following day I called the corporate office and canceled my account. They said it was canceled and stopped payments at the end of January/beginning of February 2024 and my trash receptacle was picked up by the company. I recieved invoices again starting in April 2024 although payments weren't being withdrawn anymore and today I received an email stating I was being sent to collections for non payment despite canceling my account and payments being stopped after my January bill.
      I have tried to call the company in Frontenac Ks and the corporate office and unable to reach anyone. I sent an email to them as well and haven't reached anyone.

      Business Response

      Date: 06/13/2024

      Thank you for bringing this to our attention. We have reviewed our records, and we can confirm that your account was canceled effective February 2024. Therefore, you do not owe any balance. We apologize for any confusion caused by the invoices you received after the cancellation.
      If you have any further concerns or if there are additional matters you would like us to address, please do not hesitate to contact us directly at ************ or via email at ***********************. We are here to assist you.

    • Initial Complaint

      Date:06/05/2024

      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.
      Late Service and no service on trash pick up. My trash is a week late in pickup.

      Business Response

      Date: 06/13/2024

      Thank you for reaching out to us regarding your trash service concerns. After reviewing our records, we couldn't locate an account associated with the address provided. Could you please confirm if there might be another address linked to your account? This information will help us identify the issue and provide you with the assistance you need.
      Please contact us directly at ************ or email us at *********************** so we can resolve this matter promptly. We're committed to ensuring that your trash service needs are met and addressing any issues you may have.

      Business Response

      Date: 06/24/2024

      Thank you! I believe the account is under *******, and we have marked a missed pick up for you. We will be by within 48 hours to make sure you are serviced. Please don't hesitate to reach out if you need anything. 

      Customer Answer

      Date: 06/25/2024

       

      Complaint: ********



      I am rejecting this response because:

      Very poor service and double talk.

      Sincerely,



      **** *****

    CARDS Recycling is NOT a BBB Accredited Business.

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