Complaints

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

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  CARDS Recycling

  3739 N Steele Blvd Fayetteville, AR 72703

• 

  CARDS Recycling

  22922 AR-7 Dardanelle, AR 72834

• 

  CARDS Recycling

  4208 Johnson Road Springdale, AR 72762

• 

  CARDS Recycling

  1252 Ashley Dr Nixa, MO 65714

• 

  CARDS Recycling

  8777 Cherry St Winona, MO 65588

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:11/11/2024

  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've received ONE piece of mail from this company letting me know service would be discontinued for missing a payment. I have never received a paper or electronic bill and have been charged a late fee of $20 EVERY QUARTER. This company has also increased the billing amount without notice, it was increased by approximately 2.70. This is a common tactic for "nickel and dime" schemes.
  
  I contacted CARDS recycling on Friday, November 8due to them missing pickup a LOT in recent months - by missing I mean it was delayed without warning numerous times. Called the company this morning after receiving an email letting me know that my address will not be serviced due to the $40.05 in late fees. I said I will not be paying the late fees due to the company never sending bills or notices. They refused to close my account, which means it will continue to incur late fees which is legally defined as EXTORTION. I'm leaving this report in hopes the BBB will be able to contact the company on my behalf before I resort to legal measures. Please note this company has had my email address on file since I registered, they had no excuse to not send a traceable billing trail via email. The phone call where I was informed they would not be closing the account until it's paid should have been recorded since it was a customer service line.

  Business Response

  Date: 11/20/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the challenges you’ve experienced with your billing and service. It appears your account is set up to receive printed bills, which is why you’ve only been receiving mailed statements. However, a login has been created for your account since 2023, and your statements have been available online through your web login information. Our records also show that you have been paying for your statements through the website using the account you created. We also offer paperless billing, but we would need your permission to activate this feature. If you'd like to switch to paperless billing, please let us know, and we’ll be happy to make that change for you. We apologize for the delays in your service as well. While we make every effort to avoid disruptions, unforeseen circumstances, such as weather or other factors, can sometimes cause delays. We always aim to notify our customers of any schedule changes via robocalls to keep everyone informed. Regarding the billing issues, the late fees were applied due to payments being made after the due date. Additionally, we have processed the cancellation of your account as requested. If you have any further questions or need additional assistance, please don’t hesitate to reach out.
  
  

  Customer Answer

  Date: 11/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  They will not address the fact that a representative originally attempted to commit extortion. My account is canceled and that’s fine. But this resolution is one lie after another. I do not require further communication; I will simply move on and ensure I, like my *** neighbors, begin to warn people away from this company in the future.
  

  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:11/11/2024

  Type:Billing 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.

  At the End of Aug, I called CARDS to request a stop to my service. Due to their billing cycle, I would have to wait until the end of Sept. After confirming details, we agreed on end of Sept. They did not mention any charges after Sept, how they wanted to pick up the trash cans or a charge for this. They sent me an invoice in Oct asking $26.56 to pick up my trash cans. Since I did not request this service, I expected them to call and make arrangements to pick up the cans. On Nov 1, 2024, they sent anther invoice with $20 late fee added. I called Cards customer service line on Monday Nov 4. I spoke with ****. She explained this is what they charged and because I had been paying for their service, I implicitly agreed with these fees. She said the details are on the website. I explained that they purchased the company I originally set up for trash pickup and we then just switched billing. I also explained that they changed service levels by not picking up items the previous company picked up. This is why I found a new provider that provides the service not being provided by CARDS (example water heater pick up and brush pick up during normal collection). I asked if there was a place I could take the cans and receive a receipt. She said no and that if I paid the invoice they would come and get the cans in a day or two. I explained that it was not my habit to advance prepay for something I did not request and don't need (I can drop off cans). She said this is their process and she was sorry I did not like it as she cannot do anything about it. I asked for a manager(they would have to do by a return call) and I would wait 24 hours before getting the BBB involved. On Tuesday Nov 5, I decided to pay the invoice and waited for a call to pick up the cans. No pickup contact yet or and not the 1-2 days response promised. I also have not yet talked to any manager. This just looks works like a scam to milk more money from cancelling customers.

  Business Response

  Date: 11/20/2024

  We sincerely apologize for the inconvenience and confusion surrounding the cancellation of your account. After reviewing our records, we can confirm that your services were cancelled effective at the end of September. There should not have been a charge for the removal of the trash can, and we are currently taking the necessary steps to resolve this issue. As part of the resolution, you will be receiving a refund of $46.56, which covers the incorrect charge for the trash can removal and the associated late fee. Please allow some time for us to process this refund. While we strive to handle these matters promptly, it may take a little time for the refund to reflect in your account. We understand the frustration this has caused, and we truly appreciate your patience as we work to correct the situation.

  Customer Answer

  Date: 11/20/2024

   
  
  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:11/07/2024

  Type:Billing 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.

  In the month of September I paid a bill for 30$ that month on the 5th and on the 11th was billed again on the same month 89$ and called the next day to figure out what the issue was. So it turns out that they had been telling me by email on a second page of bill that they were going to start billing 1/4 bills. Well I did not see it so i told them I need to cancel service that I don’t have the money to pay that and since I’d paid the month already I figured that would be ok. The lady was extremely rude and made it like since they sent that I need to pay and they can’t do anything about it. So I called my bank and got it cancelled. I called back the following day to get a nicer lady saying that since I paid that month that should be good and will put in notes that was paid. Well next month goes by and I received a bill with late fee. I called the lady says must be a mistake and I will have them contact you once fixed. Well now we are into November and they are at it again by sending me bill with late charge and additional charges. Even though no one contacted me so I figured had been error and they fixed it but nope. So I call again and the same thing they will call me. Well they called me today and said I owe all of it and there is nothing they can do. And when asked to speak with a manager I was told they can put in a request?? So now I’m stuck with multiple bills and to make things better they stopped in September like I asked but yet still are charging me.

  Business Response

  Date: 11/22/2024

  Thank you for bringing this matter to our attention. After carefully reviewing your account and confirming your cancellation date, we have decided to make the appropriate adjustments to resolve this issue. As a result, we will be removing the charges, including the late fees, from your account. Please allow sufficient time for the adjustments to be processed correctly. We appreciate your patience as we work to resolve this matter. Should you have any further questions or need additional assistance, please don’t hesitate to reach out.

  Customer Answer

  Date: 11/26/2024

   
  
  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:11/05/2024

  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 canceled my trash service with Cards Recycling in May of 2024. They did not pick up my trash on the scheduled date of May 30th, which I had already paid for due to the future service cancelation. I received an invoice in June after I had already canceled with them in May and they stop providing service. When I called them in June the customer service representative acknowledged the mistake and told me to dispute the June-August invoice with my credit card company because she could not issue a refund on her end. They are now coming back in November and trying to invoice me for trash service in the months of June-August with a late fee for services in which they did not provide when the account had already been canceled. When I call customer service to try to resolve the issue they provide me with inaccurate notes that do not coincide with the events that took place. They are threatening to send me to collections and I feel that I am being bullied by this business.

  Business Response

  Date: 11/15/2024

  Thank you for bringing this matter to our attention. We have thoroughly reviewed your account and will take the necessary steps to remove the outstanding balance. We sincerely apologize for the inconvenience this has caused and appreciate the opportunity to address your concerns. Please allow us some time to ensure the adjustments are applied correctly. We greatly appreciate your patience and understanding as we work to resolve this issue.
  

• Initial Complaint

  Date:11/04/2024

  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.

  Our trash service was bought out by CARDs. We had the previous company for 4 years with no issues/complaints.
  The service was okay, they were late a few times but that was all. My issue with them was a lack of customer service and money. I have had CARDS service since 2023. I made a one time payment online in December of 2023.
  I do not put my bills on auto draft, l pay them each month so I know what bills go out and when. Since the one time payment in December of 2023, they have auto-drafted my account every 3 months without sending a bill or notice before. I receive a bill several days later in the mail typically dated a day after the payment was taken out of my account. Until September 2024, I had been unable to contact the company. The phone number was an automated answering service, you could not speak to a human. I emailed them from their website asking to cancel my service and never received a response. Finally after trying again in September 2024, their phone number had changed and I was able to speak to a human. I was told in a very rude way that though they had charged me on 9/12/24 for Oct, Nov and Dec, it was against policy to refund my money but they would cancel my account after that. I contacted my bank and started a dispute. I never received a refund for the transaction. 11/1/24 | received yet another charge on my account from CARDs. I called them and told them I needed a refund and that lhad already cancelled my service. I was told it was on auto draft but since the money had already been taken, it was against company policy to refund money. I told them to refund me and take my card off file. They said they would take the card off but not refund me. I was told to have a good day and then hung up on. I contacted my bank today, 11/1/24, filed and dispute and deactivated my debit card. There are more complaints against CARDs than any other local company. I asked to speak to a manager and was told there was a lengthy call back list.

  Business Response

  Date: 11/13/2024

  Thank you for reaching out to us. We apologize for any frustration you've experienced. After reviewing your account, our records show that the autopay feature was set up online through our website on December 2, 2023. The email address ************************* is linked to your account, and it appears that the autopay was activated when the user associated with this email address logged on. Based on this, it appears the autopay was activated via our website and not by one of our customer service representatives as you mentioned. However, we have taken action to address your concerns. As per your request, your card has been removed from our system, and autopay was deactivated by our representative when you contacted us in early November. We truly apologize for any difficulties you had reaching us by phone, and we appreciate your patience. We're always working to improve our communication, and your feedback is invaluable in helping us do so. As a result of the dispute and in accordance with our company policy regarding cancellations, we are unable to provide a refund for the October to December period.

• Initial Complaint

  Date:10/30/2024

  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.

  Cards Recycling bought out Barnes as our home trash service over a year ago. Since this acquisition, myself and a large portion of their customers have been less than satisfied. This is apparent when you read company reviews online. The following is a list of the inconsistent billing amounts and dates:
  
  09/21/23 $34.00
  09/21/23 $34.00
  10/16/23 $34.00
  12/5/23 $34.00
  01/04/24 $34.00
  02/20/24 $34.00
  03/12/24 $34.00
  04/03/24 $34.00
  04/12/24 $34.34
  05/13/24 #34.50
  
  As you can see the dates are never consistent and in some months I was even charged twice. In June of 2024 Cards decided to go to quarterly billing which I did not authorize them to go into my account for. I have only authorized monthly billing. At this time I advised them that I no longer wanted their services and that they needed to come and pick up their garbage cans. I also stopped payment on the quarterly draw to my account in June of 2024 for $104.00 which was billing for June, July and August. I received no service from Cards during those months either. I also was advised that an order was created for them to come and pick up their trash cans.
  
  To this date they still have not come to pick up their cans and they continue billing me and are now threatening collections. My correspondence had been through an employee identified as **** ******. On 10/30/2024 I reached out to Abbi and was treated with nothing but hostility and resistance to my claims. When I questioned certain billing amounts and dates, all she wanted to do was interrupt me and state that the bill will stay on there and it is my responsibility to pay it even though I cancelled their services and never approved quarterly billing.
  
  I am only requesting that this quarterly bill be rescinded and they come and pick up their trash cans.

  Business Response

  Date: 11/08/2024

  Thank you for reaching out to us. We appreciate the opportunity to clarify the billing dates you mentioned.
  The dates on your statements correspond to our transition to quarterly billing. For instance, 04/01 represents April, and 04/10 corresponds to May. Initially, your account was on monthly advanced billing, and as we entered the third quarter, we shifted to quarterly statements covering July, August, and September.
  Our billing is issued a month in advance to give our customers the option to review or cancel prior to the start of a new billing period. We also made several efforts to notify all customers about this change. Since the account was canceled on August 16, 2024—about 60 days after the billing period began—we are unable to adjust the statement, which has been reviewed and validated.
  Thank you again for your understanding, and please consider this our final decision on the matter. We’re here if you have any additional questions.

• Initial Complaint

  Date:10/28/2024

  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 received a bill for $120.00 that I don't owe. I have canceled the service with this company in June 2024. I have asked for this account to be close by in June. I continue to get bills each month. I have tried several times to call customer service and cancel. I requested for my service to be cancel back in July 2024.

  Business Response

  Date: 11/14/2024

  Good afternoon and thank you for reaching out to us regarding your account. After reviewing the details, we found a record of a cancellation request via letter. We have already initiated the necessary adjustments to have the balance removed. Please allow us some time to ensure these changes are processed accurately. We truly appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or concerns, don't hesitate to reach out.

• Initial Complaint

  Date:10/28/2024

  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.

  Thursday, Sept 26, 2024. CARDS truck stopped at *** ***** ****** Niangua, MO and removed a trash container from my private property. The container is owned by me, not by CARDS. We have contacted this company numerous times by phone and email with them promising to return said container within days. We do NOT have service with this company, but they decided to steal the container from my property. We have video proof. CARDS has admitted the container is on their lot, but they now refuse to return container after 7 weeks of promises to have it back. I am requesting a cash amount of $136.00 for the cost of said container as this is amount it cost to replace the one they stole.
  I have all the emails sent and responses received regarding this matter.

  Business Response

  Date: 11/11/2024

  Thank you for reaching out to us. We sincerely apologize for the inconvenience you have experienced and appreciate the opportunity to address your concerns. After reviewing your account, we found that the can was mistakenly taken when your account was canceled. Our operations team has confirmed a replacement can was returned to you on the 29th of October. They’ve also made several attempts to follow up with you, but it seems they haven’t been able to get in touch. We truly apologize if these efforts didn’t reach you. We appreciate your patience and want to ensure you’re fully satisfied.

  Customer Answer

  Date: 11/13/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Account was cancelled in March 2024. Can was stolen in Sept 2024, 7 months later. Absolutely NO one has attempted to contact me. Can was FINALLY returned only after legal action threatened and numerous complaints to AG and BBB, and 2 months after they took it. This company cannot tell the truth about anything. 
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 11/20/2024

  We are satisfied to hear that your bin was returned. We thank you for your feedback. 

• Initial Complaint

  Date:10/25/2024

  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.

  I contract for weekly trash service pickup at my residence. They skipped this week and told me "too bad" I should have called the day the missed. There service so poor and inconsistent; we wrongly assumed they would be by the next day, then the next. Then we happed to speak to a neighbor and they confirmed their trash was picked up on schedule. The young lady at Cards refused to give me parameters on time as to service. We typically have it out by 6:30 am on Mondays because of this. Still no service and she refused to provide credit. It's fraud, deceptive practices, bait and switch whatever but it is illegal to charge for services and then not provide. I thought Republic was bad but wow, Cards is awful.

  Business Response

  Date: 11/01/2024

  Thank you for reaching out and sharing your concerns about the recent missed trash pickup. We understand how frustrating it can be when services aren’t delivered as expected, and we appreciate the opportunity to address your feedback. We want to clarify that your regular service day is scheduled for each Monday. If a pickup is missed, we highly recommend calling us the next business day so we can notify dispatch and enter a work order for the missed service. Since you contacted us on Friday and we do not operate over the weekend, we took the initiative to enter a courtesy request to ensure that all trash you placed out would be serviced on Monday. We can confirm that this work order was completed on 10/28/2024. We work hard to deliver the best service possible; however, we are unable to provide a credit for this missed pickup due to all waste being collected on 10/28/2024. We encourage you to report any issues directly to us so we can address them quickly in the future. Thank you for your understanding, and please don’t hesitate to reach out if you have any further questions or concerns.
  

• Initial Complaint

  Date:10/24/2024

  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.

  The business has not picked our trash up in two weeks, I've called and spoke with them, they state that they will dispatch it to the drivers and they still do not pick it up.

  Business Response

  Date: 11/08/2024

  Thank you for reaching out to us regarding your concerns. We sincerely apologize for the missed trash service you have experienced. We understand how frustrating this can be, and we appreciate your patience as we work to address the issue. Our records indicate that you have canceled your account, and we regret that the service did not meet your expectations. To make things right, we will be issuing a refund of $30.00 to your account. Please allow us ample time to ensure that this refund is processed correctly and promptly. We thank you for your understanding as we work to resolve this matter. If you have any further questions or need additional assistance, please don’t hesitate to reach out to us.