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 has 15 locations, listed below.

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  CARDS Recycling

  3739 N Steele Blvd Fayetteville, AR 72703

• 

  CARDS Recycling

  601 Access Rd Van Buren, AR 72956-2085

• 

  CARDS Recycling

  1913 E 7th St Hays, KS 67601

• 

  CARDS Waste Management & Recycling

  23790 US-59 N Fairland, OK 74343

• 

  CARDS Recycling

  2400 SW 15th St Oklahoma City, OK 73108

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:10/11/2024

  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.

  On June 10, 2024, I received a new billing statement for the months of Jul-Aug-Sep with a due date of June 28, 2024. I checked my bank account and Cards had automatically deducted my account on the statement date which posted on June 11, 2024.
  
  On June 18, 2024, I contacted Cards via telephone to cancel my service due to them not servicing my address even though I had paid for the current month. I spoke with a young women who claimed she was new to the company. I explained my situation and requested to cancel my service and be refunded for the amount deducted from my account due to the fact that it was still 10 days prior to the due date and I would not be using their service. She told me that Cards "does not provide any refunds" and since I "already paid" for the 3rd quarter, I would need to call back prior to Oct. 1st to cancel my service. I explained that Cards auto deducted my account on the statement date which was 18 days prior to the due date; however, she still refused to refund my account. I explained further that Cards had failed their commitment from the previously paid month by not servicing my address since June 7th and the entire neighborhood; however, she said I would need to open a "work order" to have trash picked up at my address. I requested an immediate termination to my service and that I would not be using Cards for the 3rd quarter. She argued that she cannot end my service prior to Oct. 1st even though the cycle hadn't begun I requested a confirmation email of my termination. Initially the women stated she had no way of sending an email and when I requested to speak with a manager, I was put on hold then told I would receive an email.
  
  After my phone conversation, I received an email ******* **** stating my service was cancelled "as of October 1st" which was not what I requested. Due to Cards refusing to refund my account, I contested the charge with **** and **** charged it back to my account. Cards is now sending me to collections.

  Business Response

  Date: 10/21/2024

  Thank you for bringing your concerns to our attention. We would like to clarify that our representative adhered to company policy by processing the cancellation of your account effective at the end of the billing period. As a result, your account was scheduled for cancellation on October 1st, following the payment that had already been processed. To address your complaint, we will be making adjustments to eliminate the outstanding balance on your account. Please allow us some time to ensure that these adjustments are applied accurately. We appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or need assistance, please do not hesitate to reach out.
  

• Initial Complaint

  Date:10/08/2024

  Type:Product 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.

  They sent out mailers to the residents of the city of Alton, even though the city bill you pay is where they pay the bill for them. Then they turned Oregon county from a 2 day route to a 1 day route. Eventually they failed to pick up my trash for 2 weeks in a row and called them up to ask them for a discount of the service since they did not show up. They said they would take care of it, but the bill came in for the full 237. I called them again and told them they need to give me a refund of the missed service. They then said they would take care of it, I waited for a phone call that was promised to me, and thus I decided to cancel my service since they weren't dealing with me honestly. They have since picked up the dumpster.

  Business Response

  Date: 10/18/2024

  Thank you for reaching out regarding your concerns. It looks like a representative was able to correct your account and place you on the list for a refund. Please allow us some time to complete the necessary adjustments to facilitate this refund. We appreciate your patience and understanding throughout this process. If you have any further questions or require additional assistance, please do not hesitate to contact us.

  Business Response

  Date: 11/01/2024

  Thank you for reaching out. This refund was processed as of October 22nd.We have attached a statement for your convenience. 

  Customer Answer

  Date: 11/02/2024

  
  
  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:10/08/2024

  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.

  Cancelled service at the end of the billing period because of poor service. My husband called several times to report trash had not been picked up. several people in Marshfield, Missouri reported the same problem. When the invoice came for service from 10-01-2024 to 12-31-2024, we wrote on the invoice and returned it to them and my husband called them also and told them to discontinue service to our address as of 09-30-2024. We received another invoice from them today stating that we have a past due balance of $87.00 with a late fee of $20.00. The check for $87.00 payable to CARDS for 07-01-2024 to 09-30-2024 cleared our bank on 07-08-2024. My husband again called them and told them our service for that period was paid and that the check has cleared our bank on 07-08-2024. They refused to acknowledge the payment and stated that we still owe them $87.00 plus a late fee of $20.00. We have been told by others that if we discontinued service that the company would continue to bill us and that the company is negligent about removing their dumpsters from your property. Please help us resolve this. The CARDS MO LLC is not a reliable company and I hope that by making this complaint that other people will not have to go through the same thing.

  Business Response

  Date: 10/18/2024

  Thank you for reaching out regarding your account balance for the October to December service period. We understand your concerns and appreciate your patience as we address this matter. We have reviewed your account and noted that there is a stop date of October 1. As a result, we will enter the necessary adjustments to remove the charges for that service period. If you have any further questions or need additional assistance, please feel free to reach out.
  

  Customer Answer

  Date: 10/21/2024

  
  
  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:10/08/2024

  Type:Service or Repair 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.

  I have not received any service for them for 2 weeks. Since labor day week we have not had service for a couple weeks, picked up about 2 times and that is it. This happened before but they were quick to pick it up the next week. Now they have not done their due diligence. I called the business and asked for a refund or to speak with the manager and they refused with.

  Business Response

  Date: 10/18/2024

  Thank you for bringing your concerns about your account to our attention. After a thorough review, we have confirmed that you will receive a refund for the October to December service period. Please allow us some time to process this refund back to your account. We appreciate your patience as we complete this request. If you have any further questions or need assistance, please do not hesitate to reach out.
  

  Customer Answer

  Date: 10/21/2024

  
  
  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:10/07/2024

  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.

  company made me pay for 3 months in advance and stopped picking up trash for the 3rd month. and will not refund me the amount for the 3rd month even though they didn't pick up the trash

  Business Response

  Date: 10/17/2024

  Thank you for reaching out regarding your concerns. We received your cancellation request on September 9th, which we processed according to our company policy. As a result, your account was canceled effective at the end of September. We did not receive any notifications regarding service issues during September, which means we are unable to issue a refund at this time. If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 10/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it’s **. It’s not MY job to supervise YOUR employees. YOU OFFERED A SERVICE. I PAID FOR THE SERVICE. AND YOU DID NOT RENDER THE SERVICE. your records are not correct either last time I called you guys said you still hadn’t received the trash can when in reality it was returned in the day leading up to the call. Is cards really so strapped for cash that they’re willing to damage their reputation over 20$.
  
  
  Not Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 11/06/2024

  Thank you for reaching out. We sincerely understand your frustration, and we want to address your concerns as clearly as possible while providing some context around our policies. As mentioned earlier, we weren’t notified of any missed services during September, which is why we were unable to document the issue or take corrective action in a timely manner. We completely understand that it’s not your responsibility to supervise our team, but we do rely on customers to notify us if something is missed so that we can immediately create a work order and resolve the situation. Without that communication, we don’t have a way to track or address missed visits. Additionally, since your cancellation request was submitted after the billing cycle had begun, the cancellation was processed for the end of September in accordance with our billing policy. We truly wish we could have resolved this earlier, but without a report of missed services, we weren’t aware of the issue until you brought it to our attention. We genuinely appreciate your feedback and are sorry this experience didn’t meet your expectations. If you have any further questions or if there’s anything else we can do to help, please don’t hesitate to reach out. We’d love the opportunity to serve you better in the future.
  

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair 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.

  Called to cancel service in July due to trash not being picked up. Told the m my $ balance paid up thru 9/30/2024 did not need to be refunded as I was just tired of doing business with them. I did want them to pick up their trash container and they have failed to do so to date in spite of several calls.

  Business Response

  Date: 10/15/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the delay and any inconvenience this has caused you. We understand the importance of resolving this issue promptly. We have placed an updated work order for the removal of your trash can and will reach out to our dispatch team to ensure it is taken care of as soon as possible. Thank you for your patience, and please feel free to reach out if you have any further questions or concerns.
  

  Customer Answer

  Date: 10/15/2024

   
  
  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:10/04/2024

  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.

  Have called on 9/24 to cancel service. Person on the phone stated they would cancel service, and cards trash can would be picked up..As of 9/27 their trash can has not been picket up, and received a call from Cards, again stating service was canceld and their trash can would be pickup with in 24-48 hours. They also said there would not be a fee for picking up trash can. 10/4 received a bill in the mail for 58.40. this is trash service plus $20.00 late charge. Service was suppose to have been canceled back on 9/24. I called and person on phone said they will adjust bill, and it would be a $25.00 fee for picking up can. So I get two different answers about them picking up their trash can. 1 saying there will be no charge, the second saying there will be a $25 charge.i want my account adjusted to a zero balance, and emails proof that service is canceled, and account closed emailed to me, and Cards trash can picked up with no charged for picking up trash can. I have been trying to get this service canceled and have someone come out to pick up their trash can for 2 weeks.

  Business Response

  Date: 10/21/2024

  Thank you for reaching out regarding your bill. After reviewing your account, we see that the adjustment to remove the balance due has already been applied. For your convenience, we have attached an updated statement reflecting these adjustments. If you have any further questions or need additional assistance, please don’t hesitate to contact us.
  

• Initial Complaint

  Date:10/04/2024

  Type:Product 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.

  Cards Holdings purchased our previous trash hauler and took over our trash service in June of 2024.
  
  They provided service in June, July, and August then stopped picking up our trash in September, with no explanation.
  They charged our bank account for Sept service ($48.49) on 9-5-24 but provided no service for the month of Sept. On September 11, they charged our bank account for Oct-thru Dec service ($145.47).
  
  I call Cards office on 9-4 and they said they would send a truck to pick up our trash—there was no pickup.
  
  I called on 9-11 when they failed to pick up trash again on the scheduled trash day (Monday)
  I call twice on 9-12 trying to get an answer as to why our service had been halted. They said they would send a truck, and one came, but the driver looked at the amount of trash, and drove away.
  I called twice on 9-13, again trying to get an answer as to why our service had been halted and was told they would send a truck. (No truck came)
  
  On 9-13 I logged onto our Cards account and sent a communication to them to cancel our service and refund September thru December funds. I received no response.
  
  On 9-16 I went to the Cards corporate office and spoke with ****** and was told that she would submit the refund information and if approved, I should receive the funds in two weeks.
  
  I called Cards on Oct 2, and was told that ****** was out but I left my information and said I wanted to know the status of the refund.
  
  I called Cards on Oct 3, and was told that ****** was out until Monday. I again left my information. I later received a call telling me that I would be refunded for the service that I did not receive in September but they would not refund my Oct- Dec funds but would instead, service my account until the end of the year.
  
  I told the caller that this was not acceptable. If they had been providing service, there would not be an issue.
  
  I have found another trash hauler and just want a refund for the money that they debited from my bank account.

  Business Response

  Date: 10/18/2024

  Thank you for reaching out regarding your concerns. We genuinely apologize for the experience you had with us. It’s always our goal to provide excellent service, and we’re disappointed to learn that we fell short in your case. After further review of your account, we do see where you called in during your two missed pickups. During that time yes, our next quarter was billed. In order to resolve your complaint, we have a refund scheduled for $193.96 back on your EFT. Please let us know if you have any further questions or concerns. 

  Customer Answer

  Date: 10/21/2024

  
  
  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. I would like to leave the complaint open until I receive the promised refund. 

  Once I receive the refund, I will notify you.

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

• Initial Complaint

  Date:10/02/2024

  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.

  I’ve called CARDS trash service when I was about to move. I cancelled service for 6/21 and requested a refund for $74.17 for services being billed for July, August and September, was due 7/1 and charged my account on 6/13/24. Since I was moving and not going to get service, I requested a refund but they wouldn’t refund me and I had to dispute it. I did get an email from a customer service lady (****** ********) on 6/17/24 that states end of service with CARDS as of 6/21. Then I got another bill and was charged $74.17 on 9/3. I called and they said a supervisor will call me and never did. And stated I was charged due to my account being set up for auto draft. No where on their site can you change it. I also requested the CS guy to remove it (my card number) and he said that he could not. So I am in the process of disputing that one. Then I was charged (attempted charged but changed my card number after the 9/3 charge) on 9/13 for another $74.17. Then 10/1 received another bill of $74.17 with a $20 late fee. I called CARDs once again, I was told that I needed to send proof that I’ve moved. What????
  My argument here is: I shouldn’t be billed for services that I am not provided. I will not provide my new address simply because I do not want to be harassed anymore, or billed anymore for again services that I have not been provided. The customer service guy continued to tell me that if I do not provide my new address or some sort of proof that I have moved, I will continue to get bills and, they will have to send me to collections. What The Heck!! my argument with him was, can no customers cancel at any time, they need to actually relocate? And if you relocate then you need to prove that you’ve moved? I requested to speak to a supervisor, a manager, anybody over him and I kept getting multiple excuses. And of course, the line of my supervisor will be available after three and can call you back then. Well, I’m not waiting around all day for a phone call.

  Business Response

  Date: 10/11/2024

  Thank you for reaching out regarding your bill. After reviewing your account, we see that the adjustment to remove the balance due has already been applied. However, we want to inform you that we are unable to process a refund due to the dispute you initiated with your bank. Once a dispute is filed, it complicates our ability to issue a refund directly. We recommend contacting your bank for further assistance, as they will be able to provide guidance on how to proceed. 

  Business Response

  Date: 10/24/2024

  Thank you for your recent communication regarding your account. We understand your frustration regarding the collection calls and want to assure you that we are actively working on your case. The adjustments to your account are currently pending, and our accounting team is in the process of reviewing and processing them. Please note that this can take some time, and we appreciate your understanding as we complete this process. If you have any further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 10/24/2024

  
  
  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:10/02/2024

  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 been waiting 3 week for CARDS Holdings to reverse a $50 service charge. We have not receieved their services for over 3 months now, called to cancel back in June, and I was assured it was cancelled. No one has been coming down our street to collect the trash (not that they were consistent before). So, to my surprise, mid-September, there is a charge for Oct-Dec. trash service. I called immediately to have it cancelled. I was told my account didn’t get closed out correctly, and that it would be closed out, and the charges would be reversed by management within a couple of days. A week goes by- nothing. I call again. Assured that I’m “on the list” for their lead team to reverse the charge, and there’s nothing they can do for me. Another week, another call, same situation. And again.

  Business Response

  Date: 10/11/2024

  Thank you for reaching out to us regarding your refund. We sincerely apologize for the delay you have experienced, and we understand how important this matter is to you. We want to assure you that your refund is being processed, and we are committed to returning the funds to you as soon as possible. Please allow us ample time to complete the necessary adjustments. We appreciate your patience and understanding during this process. If you have any further questions or need additional assistance, please don’t hesitate to reach out.