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:10/18/2024

  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.

  10/8/24 I ordered waste services online. Heard nothing. Called on 10/11, they got my payment and informed me they would bring a can and start service 10/18, I can leave bags out that date. They did not take the bag nor leave a can.

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have used Mr. **** (owned by Teller County Waste - they have the same customer service agents) in the past, and they've been fine to work with in getting PortOPotty units delivered in *************************, CO. This year, we paid them in advance our event, assuming that everything would go according to plan, and they were paid on February 6, 2024 with a check for $400. When the race day came, there were no PortOPotty units delivered to our event - I called them just before they closed on Friday, and they got me in contact with dispatch. It turns out that my order had never been sent to dispatch, despite having already paid the invoice, and their dispatch drivers were having difficulty getting their trucks working. They did try to get the units out, but despite their best attempt, they did not delivery before our event (and I told them mid-event to stop trying, as it would be pointless to have a delivery after the event). I called ************* (****** was who I was working with) on February 12th to ask for a refund, and I was told that day that they would send one. After having not received a refund yet, I called again on April 4, 2024 and got no response. I called again on April 5, 2024 and learned that the check had never been sent by their billing department. I called again on April 15, 2024 to check on the status. On April 17, 2024, I received an email from Cearra stating that their accounting team was putting a rush on the refund, as they "work remotely." I called again on April 29th (today), and was told that ****** was busy and would call me back - I have yet to receive a call back, and I have not yet received a refund check. 2.5 months later, I am still waiting on a refund check for the undelivered PortOPotty units.

• Initial Complaint

  Date:03/03/2023

  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.

  On several occasions the trash bin was not picked up by Teller County Waste and on others the service that was delivered was subpar. Teller County Waste repeatedly charged me for services even when they did not honor their agreement by picking the trash bin up at a regular cadence. The staff at Teller County Waste would tell me that it is permissible to throw away certain items in the bin; but at random intervals I would receive a call from the customer service center reprimanding me for throwing away the said items in the trash bin. Most notable is how the driver(s) conduct themselves and represent the business. My trash can has been intentionally thrown into a drainage ditch by the driver; I have had them leave debris and trash all over my property and I have also had to deal with the driver refusing to pickup my trash.

  Business Response

  Date: 03/07/2023

  ********** was contacted and the issue was resolved to his liking.

• Initial Complaint

  Date:03/01/2023

  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.

  We get charged by teller county waste even when we don't get service. Our trash was not picked up for a month and a half, though we were still billed. On the most recent call to inquire about the credit that we were promised, I spoke with ****, and ****, both of which were ****************** was very rude, told me to take the credit or shut up and find another service. I told here about the last time 2/22/23 that our trash was not picked up, and the driver sent a picture of a truck in the driveway, which was not at all in the driveway, I sent them a video of the area. **** told me she didn't care how many elephant or busses or whatever could fit in that space, "we're not going to rehash any of this" she told me. They just don't do what they're paid to do, and take payment either way, and then argue with you when you bring it up. **** was aggressively arguing that taking payment without providing service is just how they do business, if I don't like it, go find another service.

  Business Response

  Date: 03/01/2023

  ************ called our office today March 01, 2023 and spoke to two individuals. In regards to his account, the following actions took place between December 2022 and ******* of this year.

  ************ has a bi-weekly service for his dumpster. His dumpster is emptied every other week. ************ lives in an area that is very difficult to reach during winter weather. The road can become very icy and unsafe for our drivers. It is unfortunate that each scheduled service date for December, that the weather was adverse and we had winter storms. We were unable to service his dumpster and per our general policy, we offer additional trash service for the next scheduled service date if we are unable to reach your service address due to winter road conditions. The missed stop in ******* was due to the customers dumpster being blocked by a vehicle. Our policy states that the customer must have the dumpster free and clear for servicing on the scheduled service date and it was blocked. Our driver took photos of the blocked dumpster and notated the information on the customers account.

  Our company policy regarding adverse road conditions is to offer any additional trash pick up the following service date. ************ was offered a full refund for the month of December, a partial refund for the missed service stop in ******* and we also sent a driver our immediately to empty his dumpster.

  Even though these steps were offered and taken, ************ continued to argue with the customer service representative demanding better service. He was told that rehashing the situation is not doing any good as they had resolved the situation to his liking. When ************ has called our office he has used abusive language and yells at personnel even though he is offered a solution to his complaints, he continues to badger staff. 

  Sincerely,

  ***************************

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19520828
  
  I am rejecting this response because: Yes, I was offered a credit, it took 2 months and 3 or 4 calls, we have called probably 20 times over the last couple of years due to incorrect billing. It is a continuing issue. ******** is the only one there that has ever been able to get things done, thank you ********. However the point is, being charged for a service, that doesn't happen, repeatedl,y should not require the customer to call and request that the work be done after already having been billed. We get billed without interruption, the service company we pay for works in the mountains, with snow, it has and always will be the case. In that likelihood of snow being a permanent given where we are, it should be common policy to accommodate this fact and preform the work without request. Perhaps bill at the end of the month so the company can bill for what it actually did. Instead they're billing and maybe doing the work, and if they don't do it you still get billed and have to request a credit, which they finally did after many calls. A promise to get a credit, not getting it, then they act like they're doing a favor to get back money for work that wasn't done. They're billing for work they don't do, as protocol.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/02/2023

  We respect **************** frustration and need for further resolution. **************** concerns and recommendations for billing practices and future missed stops policies will be discussed with other management and he will be contacted personally to help bring this matter to a close to both parties satisfaction and, to also meet his needs as a loyal customer.

  Sincerely,

  ***************************

• Initial Complaint

  Date:12/08/2022

  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.

  11/29/22 Trash and recyclables was not collected due to <3" of snow (this is new as we've had trash picked up many times with much higher snow levels).On Teller County Trash's website it said that service was cancelled for that day due to weather and they would pick up "double trash" the following week. Nothing was said about recyclables which is collected every other Tuesday at our address and would have been on 11/29/22 if they had supplied the expected service.So we've lost 25% of the trash service for the month that we pay for and 50% of the recyclable service for the month that we pay for which is $32 x .25 = $8 and 15 x .5 = $7.50, respectively. They owe me $15.50 in services that they apparently are not going to honor.I called 12/6/22 at 825am and talked to an agent who said that we would not be credited for this. I plan to change services at this point. These people are scam artists.

  Business Response

  Date: 12/16/2022

  The customer's service was cancelled due to road conditions on the 29th. All customers were offered free double trash and recycling on their next regular scheduled day of service, in which this customer was given. Customer claims he called the office and spoke to someone, however; we ran a report for his phone number and any reordering of a phone call with this customer and there were no instances in which we could locate a call. We do not refund or credit customers due to weather, but I did refund his entire months service charge and he closed his account.

  Customer Answer

  Date: 12/16/2022

   
  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.

  There is something awry with the business' phone/email systems as I did contact them through email on their website and a phone number listed there.  I don't know why they can't find any references to those but I did do what I said I did.  I regret calling them scam artists but I was pretty hot when I filed this complaint.  I apologize for that.  A credit was issued by the business for the month of service which I appreciate.  If the person whom I talked to on the phone hadn't been so abrupt regarding a credit I might have remained a customer.  I have done business with them for about 8 years.

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

• Initial Complaint

  Date:08/18/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 just emailed me saying they were going to stop picking up my trash since my account was past due. My account was NOT past due. They were collecting payments for August and September while my August dues were already paid. They have been doing this double changing scam for a while now and their employees have admitted it. The second thing is that they always leave me without picking up the trash for up to a month at a time which leaves me with a mountain of trash.