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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.
    • 462 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:04/26/2024

      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.
      Cards took over ******** trash in marshfield MO at the start of the year they have missed my stop numerous times.

      I've called each time and asked for some sort of prorated refund since they have failed to hold their end of the deal. Each time they say it's impossible to do and refuse to transfer me to someone higher. This past time I called and asked again to have my trash picked up and they gave the same excuse as last month that their truck is broken but don't pass this information along to the customer and just expect us to know.

      They told me they would put in a work order to get my trash picked up but 3 days later nothing.

      Finally I gave up and canceled the service but they refuse to refund me any amount and they're still not picking up trash. They're taking customer money and not providing the service promised.

      Business Response

      Date: 05/28/2024

      Good Morning,

      Thank you for bringing this situation to our attention and we take these types of claims seriously.  After conducting research on your account we have noted that your account has been closed and your last service day will be on Jul 1st.  It is our company policy that once the services are paid for we do not initiated refunds, which is posted on our companies webpage. 

       

    • Initial Complaint

      Date:04/26/2024

      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.
      We rented a portable toilet for our house construction site from Cards. They were contracted to service the unit 1x per week. Sometime last spring/summer they stopped servicing it. I called July 12, 2023, spoke to ******, who said they'd get someone out right away and that she'd see about giving us a contractor rate due to their lack of service. She came back and said instead of the contractor rate they could offer us 1 month free. I agreed. We let them know if the gate was ever closed, just call we're living next door and could open it asap. They were hit and miss for months. I called again in December and learned they had locked our account for non-payment. ******* said there was "more than enough evidence" of me trying to get serviced so she sent a credit request to A/P and had someone come service on Jan 3, 2024. No service for weeks, I called mid-Feb and ******* said no credit was issued because they couldn't reach me when the gate was closed. I said that is untrue and she asked if I was calling them liars. Not liars, just lazy. That kid would sometimes just drive around the loop drive and leave. She still sent out service on Feb 22. No service for weeks again. I canceled service 3/27 and rec'd confirmation 3/28 they would pick up the unit. Instead, on 4/3 it was serviced. Spoke to ***** on 4/23, asked to speak to a manager. She said she'd have my sales rep call me. Today, 4/24, I rec'd an automated call that my account was past due. I have never dealt with such incompetency. To resolve, I want my account credited to $0 and correction to credit report if necessary.

      Business Response

      Date: 05/23/2024

      Good Morning,

      Thank you for bringing this to my attention, we have spoken with the employee that deals directly with our portable toilets.  From our end this has been resolved please let us know if you still have questions. 

    • Initial Complaint

      Date:04/23/2024

      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.
      ****** ***** company was bought out by the large company CARDS. They increased their fee due to gas prices, fine. Then decided they were switching to quarterly billing cycles and double charged me before I got my notice and now refuse to offer me a refund when I did not authorize this second payment.

      Business Response

      Date: 05/08/2024

      Good Morning,

      Thank you for informing us of this situation.  During the month of April we were getting all our customers on the same billing cycle, so it was more consistent for everyone.  Also, due to our company's policy we are not authorized to process refunds once a service agreement has been made.  We are more than happy to service your property through Jun 1st.

      Customer Answer

      Date: 05/08/2024

      I would LOVE a refund, but they are stating they will not give me one. I am unsure what else can be done if they won’t refund my money?? 

      Business Response

      Date: 05/16/2024

      We apologize for the inconvenience this may have caused and we have noted that there is no further action requested by consumer. 

    • Initial Complaint

      Date:04/23/2024

      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.
      I signed with service with ******** ***** ******* and since Cards has bought them out there has been 3 times that they have not picked up my trash. They said they would put in a request for a missed pickup. I asked if I had to wait until the next week and they said no. I decided to cancel with them since I am paying for a service that I am not receiving it. Now they are charging me a $25 fee for cancelling. I want them to refund me. I told them to send me a letter about them charging me a $25 fee for not picking up my trash. I did not sign anything with them. I have tried several times to contact supervisors and managers, they hang up on me.

      I would like a refund.

      Business Response

      Date: 05/16/2024

      Good Morning,

      Thank you for reaching out to us regarding this service-related issue and we apologize for the inconvenience this may have caused you.  As for the removal fee we have requested that be removed from your account.  For the refund due to company policy, we are unauthorized to offer a refund at this time.

      Customer Answer

      Date: 05/16/2024

       

      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.

      As far as the comment from the business, " As for the removal fee we have requested that be removed from your account.", I agree with this. This is the only action i am looking for is the $25 fee be removed from my account. I am not looking for a refund, just the fee to be removed.

      So, if they remove the fee like they say they will, only at that point this will be resolved. 

      Sincerely,



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

    • Initial Complaint

      Date:04/22/2024

      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.
      I didn't get the service I was paying for and I cancelled services because of that but because I pay quarterly I didn't receive a refund for the rest of time I paid for.

      Business Response

      Date: 05/07/2024

      Good Morning,

      We thank you for bringing this specific situation to our attention and we take all these complains seriously.  We have been working diligently to resolve these service-related issues and to our understanding it has since been resolved.  We have also put policies in place that will
      not allow this to happen again.  If this
      issues has not been resolved please let us know so we can inform our operations
      team.  We have also noted that this
      individual has since cancelled out their account.  As for our pricing we have set pricing for
      all areas. As for a refund it is our companies policy that once you pay for a quarter of service it is an agreement by both parties that they will be serviced for that time period.  According to our records we are more than willing to service this address until Jul 1st, which would be the end of our service agreement. 

    • Initial Complaint

      Date:04/22/2024

      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.
      My complaint is that they have not picked up my garbage for 4 weeks. I called and asked them to give me a credit and the rep said they don't do that.

      I would like for them to start picking up my trash and give me credit on my account for the times they have not picked it up.

      Business Response

      Date: 05/07/2024

      Good Morning,

      We have been working diligently to resolve these
      issues and to our understanding it has since been resolved.  We have also put policies in place that will
      not allow this to happen again.  If this
      issues has not been resolved please let us know so we can inform our operations
      team. Also, the last time we spoke with this specific customer regarding a missed pick up was 4/22/2024, no correspondence since. In order to compensate for these service issue we have lowered their monthly rate to $20.

      Customer Answer

      Date: 06/10/2024

      I've gone through 3 weeks now of CARDS not picking my trash up. I have had them since Peterson trash was bought out by them. When they took over they have been handling ok for a while. Now, I haven't seen them come for 3 weeks to pick up my trash. I keep getting automated messages telling me that they will come the normal day but then they don't. I get a follow up message that they will come next week, and the cycle has happened 3 times now. I tried to contact them before but now I have sort of given up since they will tell me that they'll be there the next week, which they aren't. I need my trash picked up, please.

      Business Response

      Date: 06/24/2024

      Thank you for bringing this to our attention. To assist you promptly, could you please send us your address or account details? This will enable us to locate your account and resolve the issue regarding your trash pickup service.
      We understand your frustration and assure you that we are committed to resolving this matter as quickly as possible. We appreciate your patience and cooperation in helping us address this issue effectively.
      Looking forward to hearing from you soon.

    • Initial Complaint

      Date:04/22/2024

      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 has repeatedly not picking up trash on our designated trash day they will not answer the phone call or return emails. They have an excuse on their Facebook page as to why trash hasn’t been picked up and say it’s going to be picked up the next day, but that never happened. In this area, they have been prone to not pick up peoples trash For multiple weeks, but not give a reimbursement of payment if we pay for a service we expect to receive the service.

      Business Response

      Date: 05/07/2024

      Good Morning,

      We thank you for informing of this situation and we take this situation seriously.  We understand that there were service issues in
      this area.  We have been working
      diligently to resolve these issues and to our understanding it has since been
      resolved.  We have also put policies in
      place that will not allow this to happen again. 
      If this issue has not been resolved, please let us know so we can inform
      our operations team.

      Customer Answer

      Date: 05/07/2024

       

      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:04/22/2024

      Type:Customer Service 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.
      We had trash service with *** and they sold to CARDS recycling. Since CARDS started our service we had been missed several times January-March. I paid for services but was actively trying to find another company that would serve our area. They have not picked up trash in our area since the last week of March. After the first missed pick up I called and they asked if I wanted to pay my bill and I asked why we were missed and they told me it was because my address did not show up right on their map but the missed the entire route. The second week they missed they had no idea why we were all missed again. Every phone call they promised we would be serviced with in 48 hours. By the start of week 3 I found another company that would service our area because so many people were reaching out to them because CARDS had not picked up their trash. Our entire road is littered with trash because CARDS keeps telling us to put everything out and they will pick up with in 48 hours for 3 weeks now. I emailed to cancel so I had proof but also decided to call. They lady was nice and said she understood and canceled. The next week I had a man from CARDS call me and said I owed CARDS $90 for April-June service per their policy. I have not had service in April and no one else in our area has. I told him I was not paying that for services I did not receive. He was very demanding and rude. He said they were also including a late fee since I had paid it even though they are over 3 weeks late and still no service in our area.

      Business Response

      Date: 05/06/2024

      Good Morning,

      We thank you for bringing this situation to our attention and we take these types of complaints seriously.  We apologize for the inconvenience regarding your service and regarding your account we see that it is since closed and no charges have been placed on the account. 

      Customer Answer

      Date: 05/06/2024

       

      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:04/19/2024

      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.
      this place took over for ********* trash service, and has picked up my trash one time since. its been 5 or 6 weeks. they answered the phone ONE time, and said they would have it picked up within 24 hours.. been 5 or 6 days and still havent seen them. have a business dumpster 3 yard.

      Business Response

      Date: 05/01/2024

      Good Morning,

      Response to the attached complaint, we understand that
      there were service issues in this area. 
      We have been working diligently to resolve these issues and to our
      understanding it has since been resolved. 
      We have also put policies in place that will not allow this to happen
      again.  If this issue has not been
      resolved, please let us know so we can inform our operations team.

    • Initial Complaint

      Date:04/19/2024

      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.
      - We are a Cards trash customer at the address shared here
      - We were previously a ******** ***** customer (who Cards acquired in December). NO PROBLEMS in ~10 years.
      - We have a dumpster, that they are supposed to pickup weekly (Wednesday is our day)
      - Today marks 22 days since our last trash pickup. 3 weeks of missed pickups.
      - Our neighbors also have piles of trash stacking up. Our dumpster is full and turning into a mountain
      - I've contacted CARDS ~5-7 times via phone calls and e-mails over the last 14 days. Different responses each time. "Truck broke down" "We're behind, we'll get caught up this weekend" "Sorry for the delay, I'll mark a missed pickup and we'll get to it." ... Then today, finally they say "you'll be picked up today" ... well, nothing yet. Not optimistic.
      - I say a news article (****) about this and other residents expressing frustrations. So here I am, filing a complaint. I am looking for answers, consistency, and when to expect to normalcy for our trash service.
      - We pay $65/mo for this service

      Business Response

      Date: 05/01/2024

      Good Morning,

      We thank you for bringing this to our attention and the company takes these types of situations seriously. We understand that
      there were service issues in this area. 
      We have been working diligently to resolve these issues and to our
      understanding it has since been resolved. 
      We have also put policies in place that will not allow this to happen
      again.  If this issues has not been
      resolved please let us know so we can inform our operations team.

    CARDS Recycling is NOT a BBB Accredited Business.

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