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:01/23/2024

  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.

  Our trash/recycle date was 1/23/2024. No one showed up for either. I called them and they said oh, they are changing your recycle to next week, so now 3 weeks between. No one called to advise us or warn us this was happening. I asked about trash, she said he was here at like 341pm.. I ran outside and confirmed nope the trash is still there. She said oh, she will schedule for tomorrow.. No not blocked by anything either. I honestly havent had a problem until now, so Im very disappointed that no one called to advise us. Would really like them to show they care and actually call their customers if having an issue with picking up, common courtesy.

  Business Response

  Date: 01/24/2024

  We apologize for the mishap with the notification about the recycle week changes that were to go out a few weeks ago. We did get that resolved and that should not happen again. A rep did leave a message for this customer as well this afternoon and we will be picking up the trash and recycle from this home on Thursday 1/25/24. 

   

  Thank you 

• Initial Complaint

  Date:12/31/2023

  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.

  My name is *********************** and I live at **************************************************************************. We did not get our trash removed on Friday, December 29. I called HBS trash to tell them and left them a voicemail. Today is December 30, I left another voicemail for *** to pick up our trash on Saturday and they did not. Our *************** have increased to accommodate HBS trash, and they are actually worse than The Garbage Man who was also pretty bad. With ********************************************

  Business Response

  Date: 01/02/2024

  I apologize for the situation here, showing the driver was there on Friday 12/29/23 at 4:18pm and 
  he marked the stop (blocked no service). We do ask for totes to be free and clear of cars, snow if any ect.. At this time we have no one to send back out until the next scheduled pick up day which will be Friday again this week due to back to back holidays. We have put in an order to make sure everything is picked up for you. 

  Customer Answer

  Date: 01/02/2024

   
  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:09/25/2023

  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 am severely handicapped an no longer able to drag my trash bin 100 yards to the road. HBS HAS OFFERED NO HELP WITH MY REQUEST TO HAVE THE TRASH BIN PICKED UP IN FRONT OF MY ********* AM REQUESTING MY ***************** FROM THEM TO BE RETUNED IN FULL IN 2 WEEKS,DUE TO THE **** THAT THEY HAVE NOT BEEN PRVIDING THE SERVICE AT ALL!!! They are very rude over the phone and when I ask to speak to a manager the lady tells me I cannot !

  Business Response

  Date: 09/26/2023

  Good afternoon, 

  We apologize for the situation here. There was a voicemail on 9/19/23 asking if we can pick up from the garage that day due to the customer

  just getting out of the hospital. We had no idea that it needed to be a permeant notation for our drivers as we do accommodate for those who need 

  help in this area (winter *** be an issues as we don't want the drivers to get hurt).  The supervisor was made aware of the situation as well and was out of the office at the time of the call, but did receive the information to call as soon as possible. The supervisor did try calling today around 5:15pm to get things figured out. After speaking with the caregiver (did not get her name) today 9/26/23 around 5:15pm as ****** was indisposed she has asked to restart service, pick up at the garage and reverse the refund process. Let her know of course! The account is restored with notes for the driver as well for future pick **** Any issues that *** arise as well please contact ******************************************. 

  Thank you 

• Initial Complaint

  Date:08/23/2023

  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.

  Field staff continually place trash cans on the sidewalk after they empty them into the truck. This causes safety issues with people that use the sidewalk for walking, biking, wheelchairs, etc. This forces people to go around these cans, into yard, but often into the street. When calling the phone number on the cans, the representative (who is working from home) could not care less. They were unable to 1. accept it was even an issue 2. Generally relay information to field managers like the original request was 3. Treat the nature of the call with any level of seriousness without "proof" (seriously?)Because of the representative (who did not provide their name) and the careless action by both the representative and field staff, I have resorted to filling this complaint here since it was clearly evident that there is no way to speak to a manager unless I'm a customer, even that rep's own supervisor, and calling back would just get the same rep ********** was at 3 PM Mountain time on August 23rd, 2023.

  Business Response

  Date: 08/24/2023

  We apologize for the situation here. The complaint was sent in by the customer service representative to the customer service manager (which is her direct manager) and then sent to the operations/field manager for the issue/complaint for the Falcon area, as we service several areas in ********. The customer service representative did ask several questions to gather as much information as possible and was not asked by the owner that he wanted a call back but. She did give us the phone number from the caller ID to call about the compliant the next day as both the customer service manager as well as the field/operation manager were not available at the time of the call in. Both field/operations as well as customer service manager did speak with the owner today on August 24th 2023 to be made aware of the complaints and have a plan to get this resolved. The customer service representative has been spoke to as well. We do want to work together to make everyone, regardless if you are a customer with our company or not have a good experience and make it a safe environment for all of our neighborhoods. 

   

  Thank you 

• Initial Complaint

  Date:07/20/2023

  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.

  Brand new HD community on board with HBS from GF previously and already 3 weeks in a row brand new whether it's recycle week or not they don't ************** all the way is at least half of the trash and half and through cycles left in the bins after they've done their pickup. Fundamentally what's the point of their service if they're going to leave a bunch of trash see the attached pictures the first three are before even with big signs asking them to empty ALL of the trash all over the bins they still left half of the trash literally what is the point of having them for trash service?? Not trying to be difficult but this guy absolutely 100% needs to be fired because he's not doing this job clearly. And we are paying for a service that doesn't exist. I would like this rectified not sure what you need to do get the right equipment the right staff but it's becoming a health if you considering what we have to put in our trash for my disabled son never mind brings down the value of our community and also is not delivering the goods and services we pay for. Ideally I would hear from someone very high up to resolve this ASAP for all members of this community thank you. ****************, resident/owner Highland View Condominiums in ****************, an HOA community

  Business Response

  Date: 07/21/2023

  We do apologize for this issues here and want to work with you to get them resolved. We have given this customer an extra tote at no charge to help with the extra trash she mentioned when we first starting picking up this neighborhood to help out. This area along with all of our areas we service is picked up by an automated truck that has an arm that comes out to dump the tote in the top hole of the truck. These automated trucks help with the safety of our drivers not getting hurt by lifting heavy totes and possibly getting inquired. The drivers can't always see what's been jammed into the bottom of the tote. The pictures are showing the same totes (2) that we can see with 5 different pictures. Gravity won't work if debris is wedged into the bottom of the tote. We do ask the totes are placed in the street on pick up days, free and clear of any vehicles as well as all trash be bagged inside of the trash totes. Recycle items do need to be loose inside the tote as the recycle centers do no accept bags. We have  put a note for the driver to take a pictures of empty totes at this address and ask if there are any other issues/concerns that arise to let us know right away so we can get them solved together. Our email is ****************************************** or our main office line is ************. 
  
  Thank you 

• Initial Complaint

  Date:07/13/2023

  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.

  This trash company is horrible with horrible customer service.They have suspended my ********************** service 1 time without my knowledge. I had not received a bill and they said I was late.Now for the past week..Due to the July 4th holiday I put my trash out on the next date of delivery. THEY NEVER PICKED MY TRASH. when I called the company the woman told me they were out there but couldn't tell me why my trash wasn't picked up. ( it's paid on full)Now it's the 13th my trash still hasn't been picked up and when I called the same woman rudely interrupted and said they are still in route. This is 2 weeks in a row.What she interrupted me I was telling her they had been on my street but still didn't pick up my trash.She just started saying they are still on their route.

  Business Response

  Date: 07/14/2023

  Good afternoon, 

  We apologize for the situation here. Regaurding the suspended services, we do send out phone blasts at 60 & 90days to all customers past due on their invoices to let them be aware before having to suspend services due to non-payment. Regaurding the missed pick up: Our intuitive system gives details on where the drivers are at on their routes in live time. I did leave a message for this customer today to make sure the ********************** was picked up and if they were not picked up last week we are able to at least at this time credit the account for the non pick up. As of right now this customer does have a balance on their account for *********** services billing out the beginning on June and the account is active and not suspended. Will wait to hear back from this customer on the status of the missed ********************** and regards to last week and the credit situation. 

   

  Thank you 

• Initial Complaint

  Date:01/24/2023

  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.

  No trash service for two weeks, missed trash pick up two weeks prior. Has missed trash pick up 5 times prior to earlier mention. Talked with company reps. no resolution, will not credit account for missed pick **** Blames weather for problems, property is maintained and plowed at all times. This address is just off US 85, the county road facility is just south and less than 2 miles away. The main road is always plowed.

  Business Response

  Date: 02/01/2023

  We apologize for the issue here, we certainly can give credits for missed pick *** due to the driver not picking up due the weather related issues. I have put in a months credit from what we saw on the routing of these issues from the driver. Please let us know when you are not serviced right away so we can credit the account for you. Our trucks are heavy and have had some issues sliding around damaging properties and or getting stuck with the long lasting snow/ice this year. We appreciate your business and want to work together on these issues as safety is our #1 priority. 

  Thank you 

• Initial Complaint

  Date:01/06/2023

  Type:Product 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.

  Horrendous customer service, misses pick *** and if you don't call each time they won't compensate you for the missed pick ***. Drops trash all over when dumping it into the truck and just leaves it on the ground. Asked to move the dumpster 3 different times and then they complain about the location they choose!! Was a great company before they bought ***'s trash. Save your money and use a better company!

  Business Response

  Date: 01/16/2023

  Notes from our system on 1/6/23-APOLOGIZED FOR THE SITUATION- SAYS DRIVER TOLD HER TO PUT THE *** THERE EVEN THOUGH THERE WERE BETTER SPOTS TO PUT IT WERE IT WOULD BE PLOWED-LET HER KNOW I WOULD CANCEL EVEN W/CONTRACT TILL JULY FOR HER BUT SHE WILL OWE THE REST OF THE *** OF $285.54 AND WE WOULD GET THE *** ASAP - MON 1/16/23 PER DISPATCHER

  1/16/23 DRIVER CALL IN SAID THE DUMPSTER IS PILED TO HIGH-CANNOT NOT REMOVE-WILL HAVE TO WAIT TO DUMP IT THEN WE CAN PULL IT-DID W/O TO DUMP ON THURS.

  We will be working to get the dumpster is removed asap, as our safety is our #1 priority. There will be no refund as the balance due is for the services we have provided. 

   

  Thank you 

• Initial Complaint

  Date:01/04/2023

  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 November 25, 2022 HBS Trash swerved off of the road and into my driveway. When doing so, their truck ran over a Snap-On floor **** completely ruining it. They took the time to clean up the mess and place the broken pieces together back in the driveway. They were in a hurry to leave after causing the damage so the trash container (a dumpster) was haphazardly placed into the driveway completely blocking my vehicle so I couldnt get out. HBS was contacted the same day and my husband was able to take pictures of the damage as well as tire tracks and other evidence. Their operations manager left a message admitting their drivers fault initially but then has since denied and avoided. We have been continually given the run around by this company with zero resolution 2 months later. On top of this very poor customer service, our weekly ********************** services were missed for 3 out of 4 weeks following the damage. After contacting HBS via phone and email numerous times, providing proof to the company, an estimate for replacement of the ***** and still not receiving compensation or trash service; we are being told that the information is now being forwarded to yet another operations manager so the cycle of doing nothing continues. All this while having trash pile up in a rural area where there are bears and other wildlife.

  Business Response

  Date: 01/06/2023

  As there has been some changes in staffing with our company this issue was passed to the new operations manager and has since called the homeowner

  to get the jack ********* handled. The account has been credited for the missed pick *** due to the snow/icy roads our drivers were not able to safely dump the dumpster onsite. The homeowner has the operations managers name and number for any other issues that arise. 

• Initial Complaint

  Date:11/23/2022

  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 November 15 I contacted *** regarding my trashcan since the wheel has broken after about 8 years of service. (Done via email) My normal pickup of trash was the following day and I was advised that a new container would be dropped off on Wednesday the 16th.Although my trash was picked up on the 16th no new container was left. I contacted *** again via email about the situation on 16 November and was assured that a new container would be left at my house later that day. I was to leave the broken container at the side of my house not behind the fence.No container was left on that day. I then contacted *** on November 21 via email and they apologized and assured me the new container would be at my home later that day. No container was left that day either.I again contacted the *** and was again assured that a container would be delivered November 22. No container was delivered that day.My trash was picked up November 23 and the old broken container was again left.I called their offices on November ******************************************************************** place and a new container would be delivered today. I asked to speak with a supervisor since I had been assured now the fifth time that a new container would be delivered. I asked the name of the supervisor and was hung up on.

  Business Response

  Date: 11/25/2022

  I apologize for the situation and the ops manager for that area has been made aware as well. We were able to get the tote swapped out today and confirmed with the customer that it has been taken care of today. 

   

  Thank you