Complaints

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:03/14/2023

  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.

  On 2/28/23 ***** * ***** found a trash service that was cheaper then with Rowe and Sons. We called Rowe & Son's and they said they would match the price. We chose to think about the change. However, the other trash company delivered their trash container quickly. When we called Rowe & Son's back to cancel the owner got upset and told us their would be a $40 fee to pickup can and a $100 fee for can. We offered to pay can fee and owner said that they would still need to pick up the trash container. We are elderly and we have always paid the trash bill on time. Rowe & Son's is charging all their customers more fees and for fuel pickup. We spoke to many of their customers that have cancelled their service with them. They are upset because they are loosing customers. We feel like if we pay the $100 fee for container we should be able to keep the trash container.

  Business Response

  Date: 04/26/2023

  We received your letter regarding ***** * ***** **********. The client was asked not to put hot ashes in the plastic can as it could burn the can and catch not only the trash truck but the county landfill on fire if they were still hot. The county landfill has a sign posted that any hot ashes are not accepted and if a fire was to occur there is a $500,000 fine to the responsible party. The client placed ashes in the can and burned it! When called regarding it, they informed the secretary that the other company would except the hot ashes. And said they would also charge them $100 for the damaged can. We informed client that we would take them bagged and cooled but they also had to pay for the damaged can. We did offer to match the other company's current rates since they had been a long-time client. They choose to end services and the company policy states that there is a $40 can pick up fee. They received a letter in the mail in Oct 2021 regarding the fees along with items not allowed in the can per the county landfill. They started services with our company 4-14-19. Regarding the keeping of the can, it is no different when you damage a rental house and must pay for the damage caused by you, that does not mean you own the home now. The same with a rental car. The can is a rental to the client. Our employees have tried numerous times to pick up our property, but the client has stolen it and is hiding it. The container is now considered stolen property. The account currently has a $40 balance which if not received in 30 days will be sent to collections.

  Customer Answer

  Date: 04/30/2023

  Complaint: ********
  
  I am rejecting this response because:
  First and foremost we do not appreciate your assumptions and accusations of stealing. We had your trash service since March/April of 2019. As you are aware we paid our trash bill on time every month. During those years you never not once had to turn us in for collection or come to our house looking for payment.

  Yes we admit we did burn the trash can. This has been paid to you. After this happened ***** repaired the can. We also started cooling our ashes with water and did not throw out ashes till they were completely cooled.

  You have also assumed our new trash service is accepting hot ashes. That is a false statement. Our new service told us from the start ashes needed cooling and placed in a heavy duty trash bag, so that when dumped ashes will not fly all over. 

  However, your prices kept increasing, in addition you started charging consumers for gas money. In addition we are aware that many folks like us have cancelled their service cause of poor service, such as not picking up trash for days and days and price increases.

  We placed your trash can out on the corner of the property at the intersection. We did not want to place where new trash can went. It was out their for over a week. The winds kept blowing can around and we had to rescue can more then once. There was also trash placed in there by others.

  We really wanted the can gone so we did not have to keep rescueing . One day we went to Cortez and hours later when getting home the trash can was gone. We were relieved that you picked can up.

  We do not have your trash can. We have had people inside our 6 foot fenced in yard, this has been unsettling. So now we have alerted the neighbors to lock up belongings as much as possible and keep a eye out. More dubious people roaming around here. The park next door and the school field behind us there is a lot of traffic going by. With all this going on perhaps someone else took trash can. We don't know 

  We for payment we paid our bill for $36.30 and $100.00 for the trash can. It is wrong and unethical to charge for ending your service and charging a forty dollar fee. No other companies in the area do that. Our new service told us that many people are cancelling cause of poor service and fees.

  We have been honest and dependable in paying for your service monthly. We had to call you for our bills more then once. It was your responsibility to pick up trash can. If can was stolen it was not our fault.

  
  
  
  Regards,
  
  ***** *** ***** ********** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:03/08/2023

  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 started trash service with Rowe and Sons I believe September of 2021. When it began I didn't have a can due to them being lost in shipping. I went out and bought 2 smaller cans form ******* ( I made sure it was ok with rep. April to have both cans) until the official thrash can arrived. Fast forward to a few months back. I was speaking with a co- worker and her bill was cheaper then mine. ( only lives a few houses up) I called the business to find out I've been being charged for 2 can this whole time I've had service. ( I've only had one one can from the company this whole time) I cant hardly reach anyone besides the rep. I finally got to who I believe was the owner (******) and we agreed that I was over charged and came to a balance of about $175 owed to me.( this was after I settles the remainder of the bill) Hs said he would mail out a check. That was 2 weeks ago. I called today and asked if the check was mailed ( what myself and ****** and agreed on) to which I was told a letter was mailed to me. I asked if it was a letter or a check and April said the letter will explain. (most of the time it was April being the messenger for ********). I just want my money that I was over charged for. Ive cancel the service when I talked to ******.

  Business Response

  Date: 04/26/2023

  We received your letter regarding **** ********. We have attached a letter that was sent to her after our company sought legal counsel. Any billing disputes must occur within 30 days. If the client does not call to dispute a charge in over 12 months plus, it is not the company's responsibility to refund monies. It is not the responsibility of our company for her financial accuracy. We have no choice but to believe there is no issues when a client does not call with billing questions. She stated to one of our employees that she just doesn't check her bank statements. We credited her account for 3.89 months of the 20d can. The pickup fee was also waived, the account balance was zeroed out and closed the account.

• Initial Complaint

  Date:02/08/2023

  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.

  This company is billing for undisclosed and un-agreed upon fees. I verbally contracted for trash pick-up services, which they provided. They do not have a website, and did not provide a written fee structure. After several fee increases, I cancelled my service. Upon cancellation, I was told that there would be a $40 fee to collect the receptacle. I said that I had never agreed to pay such a fee, and that I did not agree to pay it. The company has continued to bill for this fee, and now claims that I owe $76.30. At no time did I agree to pay a cancellation charge, and was never advised ahead of time that such a fee existed. This fee was not disclosed to me prior to my cancellation, in writing or verbally. This is not a valid debt, as it was not disclosed.

  Business Response

  Date: 03/09/2023

  February 17, 2023 
  To Whom it May Concern, 
  ROWE SONS TRASH SERVICES 

  
  We received your letter regarding ****** ********. We find her statement to be incorrect. We have attached a letter that was mailed to all our clients in their Oct 2021 billing with rate increase along with the fees. It is the same policy as your credit card company who sends you a letter of changing policies. If the client does not read the notice or call with questions at that time, then it does not mean it negates the policy. We did not have a website at the time she signed up for services nor do we currently have a website therefore making it an invalid point. 
  Rowe & Son's Trash Service's LLC 
  
  ROWE 
  SONS 
  TRASH SERVICES 

  
  October 5, 2021 
  Dear Valued Customer, 
  We would like to take this opportunity to thank you for your business! We appreciate you and your loyalty! 
  After much deliberation, it's with deep hearts that we must implement a rate increase as of November 1, 2021. We have tried to not increase our service price's however due to Covid and the rising cost of postage, wages, fuel, material cost & shortage and labor shortages, and the amount of trash being placed in the dumpsters we have no choice. 
  We have also had to implement a few new policies. 
  Appliances, mattresses, tv, electronics and tires are additional fees. 
  Please have trash out either night before pickup or by 5 AM day of pickup. 
  Any extra trash not in cans will be a $2.00 per bag fee 
  Any unpaid balances after 31 days, service's will be suspended until balanced paid. 
  Any balance over 45 days, services will be terminated, 
  A pickup fee of $40 will be assessed and subject to finance charges. 
  Any balances over 90 days will be sent to collections. 
  We will have a new website within 30 days where you will be able to pay your bill online to help with the new delays from postal service. 
  If you would like to receive your bill by email, please either call the office and give us your email address or return email address with your payment. 
  Please remember that hot ashes, any freon appliances, biohazard waste, friable asbestos, hazardous waste, batteries and liquids are not permitted per landfill. 
  Sincerely, 
  Rowe & Son's Trash Services 
  ** ******** *** *** *******