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:03/07/2025

  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.

  Noticed trash can was missing, reviewed security camera footage to discover someone wearing a reflective utility vest pulled the can from my property. I couldn't make out who they were with, nor was their vehicle visible in the camera frame. Could hear backup beep from this vehicle and sound of the individual walking to/from my property, and their vehicle leaving, assuming an A-Affordable employee or perhaps one of their competitors? Called A-Affordable noting these details, immediately met with rather rude behavior from the **** I was told they could provide the can serial number so I could look for it. Explained again, someone took my can (A-Affordable stated it wasn't any of their people), I have footage of this. Serial number isn't quite helpful in such a situation, is it? After a bit of daft back and forth, I asked if I should contact the police. Was told no. Why not? Apparently, none of their employees were sent, thus...theft, no? Ultimately, was met with crude "do you want the serial or not?" Perhaps this sacred serial is the only path to resolution, sure. I then asked if I'm to wait a certain amount of time before calling back, or? Was then told I was put on the schedule for a can Monday 3/10. Hope that's accurate. Not provided much in terms of service, or competence.

  Business Response

  Date: 03/10/2025

  Mr. ********** did contact us later in the day on Friday about his container being stollen. We receive these types of calls almost daily and have a protocol to handle them.  The very first step our employees are instructed to do is to provide the serial # of the container to the customer and ask them to look for them in the general area due to them usually being found very close by. I overheard the conversation that took place on our end due to being about 3 feet away from the customer *** at the time. I could tell she was trying to relay the information that she need to and Mr. ********** was being rather difficult about it. She did give him the serial # and told him since he had video footage we would get the ***lacement cart on our delivery list for Monday morning. Also she said no need to make a police ***ort; which is due to the fact the cart is our property and if someone was to contact the police it would need to be us and we do not waste their resources in such a frivolous way.  By the time I could respond to this complaint Monday morning a cart had already been delivered and my employee stated that he had in fact removed the wrong container from this alley on Friday by mistake and apologized which I am now passing on to Mr. *********** It is always our intention to provide the best service possible and when our human employees make mistakes, fix them as soon as possible as we did in this case. I do think it is unfortunate that Mr. ********** made a formal complaint and in doing so accused our employee of being incompetent, which by hearing the phone call and working with her daily,  I do not believe she was or is. 

  Customer Answer

  Date: 03/11/2025

  I appreciate your response but find it concerning that instead of acknowledging the poor customer service I received, it shifts blame onto me while also revealing that I was given inaccurate information from the start.

  To clarify:
  -I had already reviewed my security footage and saw someone take my trash can. Despite this, your representative repeatedly insisted I search for it using a serial number, offering no other recourse.
  -I was explicitly told your company had not sent anyone outthis was false. Your employee later admitted to taking the can, meaning I was misled.
  -Because I was told it wasnt your employee, theft was the only logical assumption, which is why I suggested informing the police. A proper investigation from the start could have avoided all of this.
  -Instead of addressing poor service, your response paints me as "difficult" simply for expecting accurate information and professionalism.

  Had your representative taken my concern seriously and checked records, this situation could have been resolved quickly. Instead, I was met with dismissiveness and misinformation, which was frustrating and unnecessary.
  

  While I acknowledge the eventual resolution, I expect better service and accountability from a company I rely on. I hope this feedback is taken seriously so future interactions are handled more professionally.
  

  Though the BBB response is accepted since the can was returned, you ultimately lost a customer due to the lack of service, accountability, and competence.

• Initial Complaint

  Date:08/22/2024

  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.

  Deceiving Information on Bill / ************************ Abilities This is a repetitive issue related to electronic billing:3 months ago, I received my bill with a due date, the bill informs that if there is no payment received after the due date, there will be a charge of 2 dollars.So I didn't remember if I paid by the due date but I paid the bill , and I received an email indicating there will be a late fee assessed to my account, the company waived the fee and encouraged me to pay on time. That left a weird impression because I almost always pay me bill on time.(Later I found out i paid by the due date)By this bill cycle, my bill due date was 8/16 and again the stub states that after the due date is passed a charge of 2 dollars will be assessed, so I paid the bill by 8/16 and i kept the electronic receipt. Again I received a message stating a charge of 2 dollars was assessed to my account.I called this company and customer service offered to waive the fee, however there should be no fee assessed since I paid on time, they informed me that I am late because their electronic system didn't clear after 7-10 days. However the only message in their site is that payments may take 7-10 days to be applied, it doesnt say that payments are completed after they are cleared in their system.Employees at this company were rude , and for some reason they believe customers are there to serve them and no otherwise.Unfortunately after 14 years of working with this company I decided to part ways. There are more customer service focused companies in **********************, that offer more affordable service.It is not fair this company changes the due date for customers and apply late fees when is not appropriated. My request to this company is:Or either: They clearly specified in their website that an electronic payment is considered finished after it clears ; or Change the due date in the payment stubs.And improve their customer service skills.

  Business Response

  Date: 08/23/2024

  **************** has had service with us for 19 years. Our billing has always been in the same format. He was mailed a bill 7/23/24 which is due upon receipt, we give customers a date range to pay before we send out a reminder billing which adds a $2.00 service charge. On this billing for August - October 2024 it said total due $81.00 and  after 8/16/24 to pay $83.00. We did implement a new online payment system November 2023 using MY Online Bill. Since then the Website payment page has had a large disclaimer that says " Please allow 3 business days for your Credit Card payments and 7 business days for Electronic Checks (ACH) payments to post to your account." 

  We had a discussion with **************** on 2/23/24 about allowing extra days for his payment to post if he would like to use our online system to pay. At that time we adjusted the service fee for him and again on 8/22/24 when he called about receiving a notice about the service fee we told him we would adjust it and again to make sure to allow time for him payment to post. We did everything we could to explain what post means, but unfortunately he was not happy with this explanation and decided to cancel. At no point were we rude and neither was he. I have attached a copy of his bill and and a print out of our website payment page. 

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22180657
  
  I am rejecting this response because:

  My main complain has not been addressed: By not specifying in your bill or website that a bill is not completely paid until is cleared in your electronic platform is deceiving and dishonest.

  Either specify that disclaimer in your website or change the due date in the bill.

  Please be ethic while doing business and respect your customers
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/28/2024

  In my previous response I did provide proof that we do have a disclaimer on our website payment page that says "Please allow 3 business days for your Credit Card payments and 7 business days for Electronic Checks (ACH) payments to post to your account." this is in bold red letters. A transaction date is the date when a transaction is created, while a posting date is the date when a transaction is recorded on the account. We do not post payments until we have actually received the funds from our payment processer. While this may be an inconvenience for some customers that choose to use our online payment portal, we have provided the disclaimer and are willing to adjust fees and work with customers that do no read or ignore the disclaimer. I hope this explanation is acceptable and if not I would like to request mediation from the BBB.  

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22180657
  
  I am rejecting this response because:

  Your message "Please allow 3 business days for your Credit Card payments and 7
  business days for Electronic Checks (ACH) payments to post to your
  account." is ambiguous and deceiving at any given point in the message indicates

  "the payment is considered full after the transaction is posted"

  Please add the latest disclaimer to your website or payslip
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/08/2024

  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.

  I sold my house on ******************* on March 15th, 2024. I moved out that day. I paid ***** on my account 01/22/2024 for three months. I had on more week left. I received a bill for ***** after that. now they are threatening to turn me into collections. I called and was told it was because I didn't call them. I told them I hadn't been there and she said their receptacle was still there. I told her it was my receptacle and she said oh it was your receptacle. I said how can you charge me when I wasn't there so how could you pick up trash that I couldn't have put there. she then became condescending. and said whatever ****. So I hung up. i don't feel I owe them for this. I probably will because I don't need this on my credit. it's due August 16 and their saying there will be an additional $35.00 for collection fee.

  Business Response

  Date: 08/09/2024

  I have attached the agreement ***** signed on 10/8/20 when he started the service with us. I states the service must be canceled previous to the last pickup he would like done. Unfortunately he did not do so and stated to us that he did not due to "stress" and decided not to pay his bill. When he finally contacted us on 7/30/24 he was belligerent and the accounts manager had to end the call with him due to his behavior and language. This was after we mailed the original bill of $69.75 for the quarter of April - June 2024 on 3/20/24, a reminder bill 4/24/24, a 2nd reminder 5/22/24 we left a message on his phone voicemail  6/4/24, mailed a final bill 6/19/24, and mailed a collection letter on 7/5/24. He attached the final bill and collection letter to this complaint so I know he received them and most likely received the other notices as well. We did a final pick-up on 5/10/24 after the service was interrupted due to non payment and issued credit for the time not used of 2 weeks of May & June. We keep track of the weeks that no trash is out and there were no weeks during the period we charged for. The balance of $41.56 is currently due. 

• Initial Complaint

  Date:03/01/2024

  Type:Order 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.

  Portion of fax sent 3/1/24:...On February 20, 2024 my wife - called and initiated service with - company. That payment for $150.00, being 5 months paid in advance with a sixth included free, cleared our bank account on February 21, 2024. During the phone call requesting service, - noted that we absolutely require alleyway pickup, and the subsequent contract, signed 20 FEB 2024 16:44:31 UTC overtly indicates 'alley' on the first page. As agreed, our new collection container was delivered, in the alleyway on Thursday February 22, 2024.At that time, no person from your company gave any indication of any foreseeable is***s with the alleyway.Today, Friday March 1, 2024 was to be the first day of pickup, as noted in our contract. No pickup was performed and no notification or contact from your company was received. Upon calling your office, - was told that the alleyway was too overgrown, and was told that - would be charged an additional $15.00 if she wished to have collection in the front of the house on this day.An employee of - company personally entered the alleyway one full week prior to this pickup date, giving ample time to express any is***.Our signed contract clearly indicates alleyway pickup.The alleyway cannot be described as overgrown by any stretch - see pictures.Attempting to charge an additional fee when the collection container was exactly where it was supposed to be and on time is entirely outside of our signed and agreed contract.This conduct constitutes Breach of Contract, for which there is ample documentation....Subsequent Phone call recorded (single party state). Claim "agreement not contract", evade with 'city's' definition of alley. Claim person who dropped off container was unaware of the definition of an 'alley'. Claim Trash truck driver did not see container (hence $15), but they believed it was there. Have offered refund ($150) and pickup on Monday. Have nowhere to put trash for weekend. Will *** if problem Monday.

  Business Response

  Date: 03/04/2024

  On the day their service was supposed to start, our driver that services their area told our office staff that this alley is not usable because it dead ends in to another alley and our truck is not able to make the turn to get out. We do not back in to alleyways for safety reasons. The driver walked ************ and did not see the cart there most likely because it was in an indention in their fence. So no pick-up did occur on 3/1/24. After I received the fax from ************** I waited for his phone call as requested. When he did call it was the end of the day and I was not able to have someone go out to retrieve our cart or pick-up his items because all of our drivers were gone for the weekend. We had a discussion where I apologized for my agent  agreeing to pick-up from the alley and offered him curb pick-up instead. He stated he did not want to have curb pickup. I also apologized for this trash not being collected 3/1/24 and that I will make sure to have someone come out Monday 3/4/24 to retrieve our container. I issued him a full refund of $150.00 and we did remove our container that was full today 3/4/24. We do not have contracts here so there is no breach. I believe we have done everything possible to rectify this situation.  

  Customer Answer

  Date: 03/04/2024

   
  Better Business Bureau:
  
  

  In their delusional world, now they claim "safety issue" after first saying the alley was overgrown, then (when proven a liar with pictures) claiming that trucks don't fit - then when proven a liar by several years of trash trucks backing down the alley, then claiming that the city doesn't 'define' it as an alleyway... oh, NOW it's a safety issue... not enough of an issue to say so from the beginning, or to me on the phone, but now only to BBB....

  The can is gone and the refund is pending in my account. I am completely done with these blitheringly dishonest morons - unless they pull some other juvenile stupidity.

  "wE dO nOt hAvE cOnTraCts":

  Offer for service + Consideration and payment by competent adult = 

  Contract:
  
  "A contract is an agreement between parties, creating mutual obligations that are enforceable by law. The basic elements required for the agreement to be a legally enforceable contract are: mutual assent, expressed by a valid offer and acceptance; adequate consideration; capacity; and legality. In some states, elements of consideration can be satisfied by a valid substitute. Possible remedies for breach of contract include general damages, consequential damages, reliance damages, and specific performance."
  ****************************************

  Also - the normal dictionary for literate people:

  "contract
  noun
  noun: contract; plural noun: contracts
  /'kn?trak(t)/
  a written or spoken agreement, especially one concerning employment, sales, or tenancy, that is intended to be enforceable by law."

   

   

• Initial Complaint

  Date:01/20/2023

  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.

  Wednesday 1-18-2023. Trash day at my house. A-Affordable usually comes picks up. Today they skipped me. Trash can at home is always by the street. No reason to not pick it up. I called to ask if they simply missed me and operator connects me to owner and owner gets rude and escalated the call to the point of frustration calling me a liar and telling me I have to pay for their mistake is how she made it sound. All i wanted was a simple resolution to come back out and finish their job and she is telling me to wait till next week but I advised her there will be maggots in trash by next week. She didnt care and threatened to hang up. She was not willing to participate in any part of the issue and not willing to hold up her end of the deal. I pay my bill like I should and theyre not holding up their end of the deal and picking up my trash. I feel I shouldnt have to wait a week and have a stinky yard because they skipped me and called me a liar. I am extremely hurt and upset to the point of shaking and I feel nobody should have to deal with this lady (owner) who says she dont answer to nobody. Sounds like she has a criminal mentality. All I would like is for someone to come out to pick up before next Wednesday and for a simple apology for treating me so harsh. Please look into this and lets hold A-Affordable accountable for their actions. Thank you!!

  Business Response

  Date: 01/20/2023

  On Wednesday 1/18/23 we received a phone call from ******************** stating that his trash was not collected. One of our customer service reps contacted the driver and relayed to ******************** that his trash can was in his fenced yard by his house earlier that morning and when we come by next week we will take a weeks worth of extra items at no additional charge if the container is by the street per our policy. ******************** told the rep his trash was out and wanted to speak to a manager. Before his call was transferred to me I called the driver to get more information and checked our tracking system to verify his location. I let ******************** know that our truck did stop at the exact location he normally places his container by the street at 8:03 am and that the 2 employees that were there both stated they seen the container by the house. Also, that a woman and child were getting in a vehicle in his yard to leave at the same time and that he may try to verify the container placement with them. ******************** said "how should I know who was in my yard" and that his trash was out. I told him at this point I was not able to have the truck return without an additional return fee and that we will take 1 week of extra trash at no additional charge next Wednesday. He was not happy and went on to call me names, threaten to cancel, and hung up on me. At no point did I call him a liar. I will not be issuing an apology to him, and we will not be returning to his address until 1-25-23. 

  *************************;

  Co-Owner/Director of Operations

  A-Affordable Disposal of Pueblo Inc

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18833258
  
  I am rejecting this response because: what she says is a lightened version of the truth and she is dodging the truth of the matter that the woman said they didnt stop just kept driving by but she wouldnt say that in her story. She still denies all claims and said she can get away with anything because its her business and nobody tells her what she can and cant do. I asked if someone was above her I can talk to and she laughed at me and threatened to hang up. I demand at least an apology since it is already Sunday anyways. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/23/2023

  ******************** did ask to speak to someone above me regarding this matter and he was told that there is no one else to speak to. I am one of the owners, the Office Manager and the Director of Operations for the company. He just simply could not believe it. I have been in **************** for over 25 years and was very calm during our conversation, I did not laugh at him or threaten to hang up. I told him the resolution to his complaint and I understand he is not happy with conclusion, but the way he spoke to me was uncalled for. There is nothing further I can offer him, he is welcome to use our service until his paid period is over on February 22nd 2023 or he may call and cancel at anytime before hand for a partial refund.