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:05/08/2025

  Type:Order 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 signed on for trash service with this company earlier in the year primarily due to the attractive prices. My trash has been missed or pick up postponed several times in these last few months, with no apology or explanation. When I called today and asked about it, I was told I could always pick another company and they can't help it if their drivers can't get their routes done on time. She indicated it would likely happen again in the future.... Not a great way to build a small business. Cheaper prices mean nothing when the services aren't performed as promised.

  Business Response

  Date: 05/12/2025

  We do apologize for recent delays, we do send out emails when we are delayed to communicate with our customers as delays in some cases unfortunately can not be helped. We have left a voicemail and gave this customer a months credit for the issues. 

   

  Thank you 

• Initial Complaint

  Date:04/02/2025

  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.

  They are able to not move my recycling can but move my trash to other side of driveway they say this is un reasonable in the past and yet it has continued for more than 6 months now here is video of recycling and trash that happened today 4-1-25 with the company saying thanks for the video and ***** saying if this continued that driver would not longer have a job that was July 26 2023. It stopped for a while happening again during holidays told it would be corrected via email and phone yet as you can see it has not. I am wanting my last 4 months at 50% back as I have been lied to recycling has no problems except for once and no further problems. Here are videos as proof.*********************************************************** ***********************************************************

  Business Response

  Date: 04/08/2025

  We apologize for the issues here, with the change of drivers within our routes for this area, the ops team is aware and ***** did speak with the ops team as well as the customer to get this rectified. 

   

  Thank you 

  Customer Answer

  Date: 04/08/2025

   
  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:03/31/2025

  Type:Sales and Advertising 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.

  Website says $17 per a month and **** says $28 per a month. Very misleading.

  Business Response

  Date: 03/31/2025

  Spoke to this customers this afternoon, let him know what is shown on the website is the promo for new customers but was able to help him out. 

  Thank you

  From Website: Free First Month of Residential Service Cost-effectiveness is at the core of our operations. New customers get to experience our dedication firsthand with a complimentary first month of service. When you reach out to HBS Trash, youre connecting with a team that truly appreciates and values the dynamics of this vibrant community.

• Initial Complaint

  Date:02/17/2025

  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.

  HPS trash service driver came to our house on a mission to destroy our property. He destroyed our driveway, landscaping, and almost hit our horse. We have photos and videos of all of it. We immediately called customer service, it has been approximately two weeks and they have done nothing until today, they had the audacity to cancel our service of which we were doing anyway, no apologies. No attempt to a resolution. Just want The public to know. If you want your property destroyed, this is the company

  Business Response

  Date: 02/18/2025

  I hope our earlier conversation with upper management helped clarify our position. As a company, we strictly adhere to insurance determinations and the signed agreements with our customers.
  
  Due to the weight and 2WD nature of our trucks, servicing dirt driveways in rural areas can be extremely challengingif not impossibleafter precipitation. To avoid service disruptions and vehicle issues, we strongly advise customers to follow our professional recommendations on dumpster placement and to respect our drivers' assessments regarding accessibility.
  
  In this instance, our drivers advice was not followed, and they were pressured into proceeding against their professional judgment, which ultimately resulted in the truck getting stuck. Our policies and guidelines exist to prevent such situations, ensuring safe and reliable service for all customers.
  
  We also kindly ask that our drivers be treated with respect, as they are following company policies designed to maintain service efficiency and safety. We appreciate your understanding and cooperation.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22952939
  
  I am rejecting this response because:

   

  their response is not true. We were never asked to move our dumpster, if so, we would gladly have, but the dumpster placement was very easy to access and had been accessed for years. For some reason this driver was on a destructive mission. You can see from the photos and the videos. This was not a getting stuck issue. This was a driver that was meant to destroy our property and that he did, he almost hit our horses during the rampage, and the horses were so fearful. They were running in the pasture. It was an extremely traumatic experience for my wife and I. We are hoping that no else in the public will have to deal with this situation. We would also like to be reimbursed for the damage to the driveway and the landscaping. Thank you.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/26/2025

  We understand that this situation has been distressing for you. With that said, we stand by our policies and the actions taken by our team, and we want to reiterate our reasoning. Over the past year, our phone records indicate that we have had at least 3 separate phone calls regarding the placement of your dumpster and the challenges it has presented for safe and effective serviceespecially in adverse weather conditions. At one point our internal notes reflect that we were told by the customer to try harder.  Unfortunately, our professional recommendations were not followed, which contributed to the difficulties experienced. 
  Additionally, we want to emphasize that our drivers and customer service representatives deserve to be treated with respect. Our team members work hard to provide safe and reliable service while adhering to company policies designed to protect both our employees and customers.   We pick up tens of thousands of customers each week without issue.
  While we empathize with your frustration, we cannot take responsibility for damages in cases where our professional guidance was disregarded and where our contracts state we are not liable. If you believe this decision was made in error, we encourage you to address the matter with your insurance provider.
  At this time, we consider this matter closed. We will not be engaging in further back-and-forth discussions, but we appreciate your feedback and our goal remains to provide safe and reliable service for all customers.

• Initial Complaint

  Date:02/10/2025

  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.

  HBS Trash did not picked up our trash on Friday February 7 and theres other times they didnt pick our trash up either and we always put it on the curb so I called them and she said they have a picture that we did not put our trash cans out which is a lie because we always put our trash cans out on Thursday and she said she had a picture but why didnt she send me the pictures so I can see that our trash cans are not out so I said its probably the wrong address and she said no its not its 868 your address.the address is on the picture, but we dont put the trash cans right in front of our driveway. We put them to the side of the driveway. I need to drop this trash service and get my money back If you read these review please dont *********** with HBS trash service theyre horrible people The Trash Service we had before was just as bad we went from one s***** trash Company so Im going to find a better trash service

  Business Response

  Date: 02/10/2025

  Good afternoon, 

  We have included the picture from our driver from 2/7/25 showing the trash was not out when he went by around 7:24am. We do ask all of our customers in all locations to please have everything out curbside by 7am as pick up times can vary from 7am-7pm. It was not mentioned when the caller called this morning that they wanted to see the picture from the driver and we did not have the email address until now. We have also left you a message and emailed the picture from Friday 2/7/25 to the email provided here as we would like to continue the services for you at this address and update notes for the drivers if need be for placement instructions if the trash is being put in a different spot. Will will wait to hear from someone from the email or a call. The account has been noted. 

   

  Thank you 

• Initial Complaint

  Date:10/30/2024

  Type:Sales and Advertising 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 was using Colorado Waste for trash service, they were fantastic, unfortunately one of the owners passed away, and they sold their company to HBS Trash Service. They do not take all the trash, I had bins out, and they left trash in every bin, I can understand having a multitude of trash, this was a normal amount for a family. We did do some cleaning, so 1 bin had an old comforter in it. I called and asked then to send the driver back by, they said they would, no one came back. I called again and they said the driver said it was products they can't take. I had nothing but household garbage in the bins. I didn't have any harmful chemicals. And what was odd was they left a little in the bottom of each bin, and when I emptied them, they completely filled 1 bin. I wish Colorado waste never sold out. What a joke! I checked my neighbors bins, and they did the exact same to her, they left garbage in the bottom of her bins as well.

  Business Response

  Date: 10/31/2024

  We apologize for the delayed response here. We do understand with the requisition from the two companies there will be some changes with different rules, policies and procedures. We have tried to accommodate for as long as possible for the ************** customers. Notifications were sent out to inform customers of our ********************** limits which is the 95gal tote we provide plus 3 bags or another tote so the bags are not on the ground. We do apologize for the totes not being emptied all the way. This can happen with loose trash that is not bagged up that can get stuck to the bottom of the totes and possibly the arm on our automated trucks (ops team is aware). We did try to contact the homeowner by phone to see if we can send our courtesy truck out for them on Friday 11/1/24 but there is no way to leave a voicemail. As the services were canceled having the last pick up day next Tuesday we have informed the driver to make sure all the trash is dumped and to take the additional trash totes for the situation.       

   

  Thank you

• Initial Complaint

  Date:07/12/2024

  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.

  07/11 our trash was scheduled to be picked up. We had it on the curve prior to 6am. No pick up was made. Called on 07/12 @1:00 to see if they were coming today and was told their records state the trash was picked up on 07/011 at 10:00am. I explained I am looking out my front window to the street and the trash containers are still there. CS replied they will notate to do a double pick up next week. When I asked for our pick up this week to be completed she said they don't do that. We pay $95 every 3 months to have our trash picked up once a week. We are simply asking this company to do what we have paid them to do. Extremely poor customer service.

  Business Response

  Date: 07/18/2024

  We apologize for the situation here. Our drivers use tablets and the stop was marked complete at 10:25am on 7/11/24. We do try if our operations allows to go back for customers that were not picked up as scheduled. In this case we were unable to go back for this customer and did put in an order to remove all the extra  trash the next week. We again apologize and do want to take care of our customers as soon as possible. We will also add a credit for the missed pick on 7/11/24 to this customers account. 

   

  Thank you 

• Initial Complaint

  Date:05/02/2024

  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.

  Unfortunately our last service was sold to HPS Trash Service in March of 2024 because one of the owners passed away of the previous company we were using . I've had to call 3 times because our trash was not picked up on the day scheduled and our recycle wasn't picked up for a month. Once again I had to call them yesterday May 1st because our trash was not picked up as scheduled and after 18 minutes of waiting on the phone I was told I would receive a call back which never came. I called back today May 2nd 2024 and was told there was nothing they could do but put us on the schedule for next Wednesday and was was also told that they don't guarantee they'll pick up our trash up then. We are paying for services that isn't guaranteed. I was told they would credit my account but I'd rather have them pick up my trash when it's scheduled to be picked up. Absolutely disappointed with this company and will be looking for a new company that can hopefully do better

  Business Response

  Date: 05/03/2024

  We have noted the account and apologized for the delays in service for this area and are working with our ops team to hopefully avoid further delays in the future. We do send out email notifications when there are delays to communicate with our customers. This past week we were unfortunately unable to send our courtesy truck out for the missed pick up and will be taking the extra trash as well as credited the account for this customer.

   

  Thank you 

• Initial Complaint

  Date:04/19/2024

  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.

  We used to have trash pick up with ************** ***** passed away and ***** retired selling the business to HBS Trash. What a nightmare since they took over. Our trash day is supposed to be on Thursday but it feels like they have missed more Thursdays (while picking up on Friday) instead of our scheduled date. We have raccoons in our neighborhood which then requires us to bring the trash back in and then take it back out again on Friday morning.Yesterday, 04/18, was our scheduled pick up date. Of course, it is now Friday and when I call to check if they are coming I was told the trash was picked up at 10:20am today. However, I am looking out my front window and it most definitely has not been picked up. When I asked if a truck could be sent back to pick it up I was told it would be Tuesday before they could do that. I asked if they could call the driver and send them back and was told they would let dispatch know but it wasn't likely to happen. The service at this place is the worst I have ever dealt with. They don't give a c*** I will be looking for new service and making sure that after I find it, I will be talking to all of the neighbors to change theirs as well. This company is AWFUL.

  Business Response

  Date: 04/22/2024

  We apologize for the situation here with the delays. The ops team is aware and is working on it to avoid delays in the future. We are showing the driver did go back on Friday 4/19/24 and removed the trash.

• Initial Complaint

  Date:03/25/2024

  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.

  HBS, failed to collect the garbage on 3/14, they claimed due to the snow, but never made up the day. Again the following wee 3/21 they did collect others on our street, but failed to pick up mine. Called customer service, **** said she would ask dispatch to send someone on 3/22. She couldn't promise it. Of course no one showed, She called me back today 3/25 to say she would put me back on the list for tomorrow 3/26 again no guarantee.and two days before my scheduled pick up date. I was with the previous company for 15years. They always made up snow days, All my cans are full and have been, when I asked to speak to a supervisor **** said she was the supervisor and there was no one over her that could help. This is not a dependable company

  Business Response

  Date: 03/26/2024

  I apologize for the situation on 3/14/24 with the snow storm shutting down operations within the company and well as the landfills that week with no way of making up then next week. There for 2 weeks credit were added to this account, which the *** did let the customer be aware of for the issues. **************** has been in contact with this homeowner with several calls to do within their limits to help solve the issues. The trash was removed on 3/26/24 (also calling the homeowner to make sure it was picked up and asking to please put the trash at the curb to avoid being missed in the future).  When asked for a supervisor over the company an email was provided to the homeowner as well as phone numbers are not given out. We again apologize for the situation here and hope to move forward. 

   

  Thank you