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:12/02/2024

  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.

  Hello, I paid for weekly services and was not provided service last week. If services are paid for then they should be rendered. I was told by the operator that I would not be getting the service I paid for that week. I should be refunded for the week I was not provided services per paid agreement. The call was recorded by them and I made it at 12:59pm to ************. I also sent two emails that were not responded to. I can provide paid receipt agreement and emails upon request.

  Customer Answer

  Date: 12/16/2024

  Hello,
  
  I have heard from the business. They have agreed to credit my account.
  
  Thank you,
  
  *****
  

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Coastal bought out Orion, which is who the neighborhood HOA worked with to have customers sign up for a flat fee. (Unicorporated Pinellas so we choose the company.) Since Coastal bought out Orion and took over, that fee has not been acknowledged consistently. When speaking with customer service, they credited the amount to my account, but with auto pay, the 'refund amount' was not acknowledged on the invoice/billed amount. I turned off auto pay and attempted to pay online, but it still does not acknowledge the refund. It says balance is $54 and change, and pay now it's $63 and change.When the offices are closed or pick up is rescheduled, the office does not communicate this information. Their website doesn't show it either. With Hurricane ******, they did not pick up on time. With Hurricane ******, they did not pick up prior to hurricane, and stated it's because they were in an evacuation zone. These zones were announced on Monday 10/7, and Coastal is scheduled to pick up this area on Tues and Fri. They had 24 hours to advise their customers, and only a social media post for another city was sent out. They did not pick up on Friday, but their auto voicemail did not state they were closed. It'll be 15 days IF they pick up in Tues 10/15. It's been stated by others they took the **** contracts, but did not service their own customers. Food, feminine products, diapers, among other items have been left to sit on road since trash cans are now full of water due to evacuations, and bins are too heavy to move.The lack of professionalism, inconsistency in billing and service, and poor disregard for customers has made this horrible on top of two hurricanes.

  Customer Answer

  Date: 10/31/2024

  I have talked to Coastal, and they cancelled the service, said they would pick up the can and refund the overpayment. Neither has happened and it's been over 2 weeks. 
  
  Warmest Regards,
  
  ****** ******
  

• Initial Complaint

  Date:02/19/2024

  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.

  Ever since they were contracted by Pinellas County to provide service to my area they have consistently missed pickups and have made very little effort to improve service.My garbage will sit out for a week or more at a time and when I call them to request pickup they inform me the driver will be out later in the day. Often times the driver never picks up the garbage and instead reports to their supervisor that the pickup was completed. I've seen them drive right by my house, literally driving around the garbage can to do so. Because they are contracted by the county, I can't cancel my service or request service from a different waste management company. Because it is food waste sitting in the can for a week or more, it's a public health risk. Raccoons often get into the can and leave garbage in the road, and sometimes cars end up sideswiping it, knocking it over altogether. This has become a huge problem.

  Business Response

  Date: 02/19/2024

  Thank you for bringing this matter to our attention. We take customer concerns seriously and strive to address them promptly and effectively.
  
  Upon investigation, it appears that the customer in question had experienced a lapse in service which resulted in his frustration. Our Supervisor, *****, engaged with him directly to understand the situation better and took immediate steps to resolve the issue.
  
  To ensure seamless service moving forward, we have assigned a new driver to the customer's route. ***** facilitated an introduction between the customer and the new driver to instill confidence and assure him of uninterrupted service.
  
  We remain committed to providing exceptional service to all our customers and appreciate the opportunity to address any concerns they may have.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:08/16/2023

  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.

  The trash company stole two garbage cans. They were just dumped in the truck. I have a security video of them doing it. They never explained why my cans were taken. I need them to bring my cans back. This is my property and cant be taken without my approval.

  Business Response

  Date: 08/29/2023

  Hello,

  ****** our Dispatch Operator did speak with the customer and came to a resolution of providing a 96g Coastal Waste & Recycling trash cart. The customer was satisfied with the result.

• Initial Complaint

  Date:03/30/2023

  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.

  I had Orion Waste Services at my previous place of residence. Coastal Waste bought Orion during my time as a customer. On October 15 of 2022, I sold my home and cancelled my waste service with Coastal. Coastal Waste continued to charge my credit card despite the fact that I cancelled. I called Coastal Service in December, January, and February. They owe me about $160.00. I spoke to a manager who was the ONLY helpful person I spoke with. She said she would issue me a check as a refund and it would take about one month to receive it. I never received it. I called back in February and asked where my check was, they said it was pending and i should receive it. I have never received it and they havent followed up with me. They have said each time that they are overwhelmed as they just bought out Orion and have taken on a-lot more accounts. Not my problem. I want my $160. Refunded. Please advise me on next steps.

  Business Response

  Date: 04/03/2023

  Thank you so much for this information. Would you please provide me with the address during the services from Coastal. As I cannot find the services under address **************. I'd be more than happy to further assist. I apologize for the inconvenience.

• Initial Complaint

  Date:03/13/2023

  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.

  Over the past 6 months in an attempt to resolve i[proper invoicing with the Coastal Waste billing office has gone unanswered and account is unresolved On 9 March 2023 another invoice was submitted by Coastal Waste not only for payments previously in question but now disregarding the last payment processed on 18 January 2023. Specifics supporting the payments in question are in Attachment to this complaint i. Invoices stated at past due of 180 days were processed as paid on 17 August 2022 and 9 May 2022 ii. The invoice stated as ***** days past due was processed as paid on 18 January 2023.References to attempts to resolve the dispute are defined below:Reference (s) 1. Name: *************************** 2. Address: ***********************************************************************************. Customer Number: **** 4. Invoicing discrepancies: a. E-mail to Coastal Waste dated 6 October 2022 ****************** ********** ***************** dated 6 October 2022 (Past Due Notification)-************ c. Phone call dated 11 October 2022 to Coastal Waste -re: invoice Reconciliation ************ d. **** Mail letter dated 17 October 2022 to Finance located in ************* ******* ****************** dated 8 March 2023 (Past due Notification- for prior unresolved already paid services of $180 plus added quarter of $122.6=Total $302 BBB help is requested to get Coastal Waste to respond and clear the past due invoices. Furthermore we are trying to avoid any negativity to our credit or service as this invoicing issue is not to our account and all payments were submitted and processed in a timely fashion.

• Initial Complaint

  Date:02/13/2023

  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.

  We switched to Orion in April of 2021 and were given a guaranteed service price of $20 a month ($60 a billing cycle) for 2 years. Orion was taken over/ acquired by Coastal Waste sometime last year a believe and we had no issues until our bill arrived for the last quarter of 2022. There was a recovery fee added to the bill. It was not much $3.60. There was no explanation of this fee. I called to complain and for an explanation but received none. When my next bill arrived for the first quarter of 2023 be monthly service price went up and so did the recovery fee. Now my invoice is for $89.44. Again, there was no information on the bill about these increases and no other communication to let me as the customer know these increases were coming. I called again, and again I just told sorry and there was nothing they could do. When I asked about speaking to a manager I was just told they could take my complaint and pass it along. I was unhappy with this as complaining the last time did not yield any results. Coastal should honor the service price I agreed to for 2 years and they should also communicate to customers about price increases. Many customers are on autopay and may not notice until their credit card bill arrives that they were unknowingly charged more. This is poor customer service.

  Business Response

  Date: 02/15/2023

  Dear *******, 

  I apologize for the inconvenience this may have caused. Over the past year, it has become considerably more difficult to obtain the resources needed to service our customers. Throughout the last 18 months, our costs, like many of yours, have dramatically increased. We have worked hard to limit increases but can no longer do so as a result of rising operational costs. We understand your concern regarding your rate increase. Throughout the course of providing your service, Coastal Waste & Recycling, may increase rates for services which exist outside of our ability to control to include rising cost of waste disposal, operational costs, labor costs, and CPI (Consumer Price Index). Your waste collection initially was $42.00 a quarter (every 3 months) or $14.00 a quarter which was increased to $45.36 a quarter or $15.12 a month. Your recycling collections was initially $18.00 a quarter or $6.00 a month, which was increased to $34.50 or $11.50 a month. There is nothing more that I can do to reduce your bill, I apologize for the inconvenience. Thank you for being a valued Coastal customer. 

  Customer Answer

  Date: 02/25/2023

   
  Complaint: 19394203
  
  I am rejecting this response because: This is not what I agreed to when I signed up for this service. I agreed to a price for 2 years. This is the last bill of the agreed upon terms and I would like the terms to be honored. I understand costs/prices go up but this was a risk the company took when they made the agreement. If the company was unable to keep these terms they should have sent me a communication stating that and informing me of the price increase instead of ************ me more ignoring their agreement.  

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

  Customer Answer

  Date: 05/09/2023

  Please find the attached email from Orion (now Costal) stating the terms of the agreement for $20 a month for service and at the bottom of the email it states this is for Wentworth residents and is good for 2 years.  I have also attached my service agreements showing my service begins the same day as the email states and has the same cost.  Coastal has not disputed this was our original agreement.  They state their costs have gone up and therefore so has my service fee.  I understand this would happen after my 2 year agreement with them but should not happen before that agreement was up.

  Business Response

  Date: 05/29/2023

  Hello,

  I understand the frustration. Coastal Waste & Recycling sent out a letter on or about 4/24/23, stating that we will issue credits to all Residents that were billed over $60.00 on the base rate for the first quarter. We are awaiting the completion of all resident forms from homeowners. I will provide a credit on your account for the 1st quarter. 

• Initial Complaint

  Date:01/20/2023

  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.

  I stopped doing business with Coastal Waste at the end of the year and notified them to come and pick their trash bins. It hasn't happened. Their drivers go by and ignore the fact that they need to take their empty trash bins with them.

  Business Response

  Date: 02/15/2023

  Dear *****,

  I apologize for the inconvenience this may have caused you. This is not the type of service we would like to provide to our customers. I have created a work order # ****** and work order # ******, this is the order to remove the trash and recycle cart from your property. Again, my sincerest apologies for the inconvenience. Please let me know if there is anything else I can do to further assist. Thank you.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18838528
  
  I am rejecting this response because: when I see the trash cans gone, ill close the complaint. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/20/2023

  Hello *****,

   

  The carts have been removed on Saturday, February 19, 2023. 

  Customer Answer

  Date: 02/22/2023

   
  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:01/20/2023

  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.

  Company took over current company providing trash service. Picked up once in 18 days. Phone calls to the company resulted in promised pick **** return phone calls by managers and supervisors. Trucks arrived on non pick up days to pick up trash of one household, but not others. Multiple phone calls for resolving the issue, went unanswered and unhelpful. Entire street and cross street with multiple pick up amounts of trash at toad for weeks without pick up or answers. Rats and bugs appeared in the area due to amounts of trash in one area for an extended amount of time.

  Business Response

  Date: 02/10/2023

  From our records we show we have created ticket orders to service her waste collection. On 1/9/23, customer called in said she was missed for 2 weeks. We serviced on 1/10. Customer called on 1/13 at 12:34 PM stating she was not serviced and needed services asap. We created a ticket and sent it out to the route supervisor to service her waste collection. Customer called on 1/17/2023 @ ****** stating she was not serviced on 1/16/23. Customer stated a driver was there but did not service her waste collection but serviced her neighbors. We created a ticket and sent it out to the route supervisor to service her waste collection.  We did escalate a call back from the Asst. ******** Manager. On 1/20 I emailed ***** at *********************** regarding that we cancelled her account as of 1/1/2023 and there is NOT any balance left over on her account. We do apologize for the inconvenience that this may have caused you.

   

• Initial Complaint

  Date:01/17/2023

  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.

  Hello. I began services with Coastal (formerly known as Orion) in August of 2022. From the very beginning, we had difficulty with them coming on our scheduled trash pick-up dates. I had to call multiple times per week for them to come out; after about a month, they said the drivers were now to check-in with their supervisor after our pickups. I thought that would resolve the issue but we were still missed at least once a week. I also paid for recycling services, they hardly ever showed up for those pickups as well and mostly would have their trash truck grab the recycling as well and place it into the same area as the trash (even though that was a separate service I was paying for). I was given a supervisors email address to send my complaint, said supervisor never replied. In fact, I never received the promised return calls or responses through communication sent via the private message function on their ******** page (aside from the automated response in the attached screenshots). I canceled services on 12/30 and it has taken many calls (also attached) for them to come collect their containers. I have been told again and again that I am on the schedule for today and they dont arrive. I spoke with yet another supervisor yesterday who nice again stated theyd come within 24 hours. Much to my surprise, they did come but only took the trash container and left their recycling container. Another issue is now that my services are canceled, their trash company comes through on our previously scheduled pick up days and collect trash from their containers that are sitting out front empty, waiting for someone to come pick them up. I am at a loss right now as they dont stand behind their word. I am concerned they will attempt to bill a non-return fee for their containers that they abandoned on my property, my new provider is confused by the containers and have missed our pickup two times because of this on-going issue. Please help as I am unsure what else I can do.