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:10/15/2024

  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.

  I have been waiting over 2 months for a refund from this business. I keep getting the run around. "You can expect a check in the mail in 7-10 business days." "Actually, we are going to process the refund directly to your card. You can expect that in at least 4 business days." "I've forwarded the question over to our "corporate" office because I still see you are due a refund. They will call you back today." ****. ******** lies. I keep calling. 2 MONTHS OF CALLING! And nothing. I just suffered losses due to hurricaine ****** and they still refuse to provide me a refund. Well let me rephrase that... they are still LYING about processing a refund.

  Business Response

  Date: 10/18/2024

  According to our files, this refund was processed on October 15th, 2024. The time frame was less than two months as the initial phone call was received on August 30th. We are not exactly sure what slowed the process. The money should now be refunded to their card.

  Customer Answer

  Date: 10/21/2024

   
  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. I want to note that the refund was not processed until after my complaint.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:08/05/2024

  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.

  They were awarded the position of sole residential trash collector for the city of *********************. I was forced to change my service to them. I'm OK with this, however, they do not maintain a way for customers to contact them after 1pm on Friday. My recycling is scheduled for pickup on Friday. Last week at noon it still hadn't been pickup up. I called the company and spoke to a very pleasant lady who said they were simply running behind on the route. And they did in fact pick up my recycling within a couple of hours.Today is Friday, and again my recycling was to be picked up. Today I waited until nearly 3:00 p.m. before I called to let them know that nobody had picked it up yet. The can is full to the top. When I called, the recording told me that there is nobody answering phones on Fridays after 1:00 p.m. so now if my recycling isn't picked up by this evening, it must be brought back in, where it will sit for likely another week before it is picked up.My complaint is that, if they are the sole company in charge of residential garbage and recycling pickup for *********************. And they have routes running all day Friday, they should have somebody ******* their phones all day friday!! They don't have anybody there on weekends, so there is no way communicate with them until the following week. This is not the way to do business with the public!! If my can has not been picked up at 3:00 p.m. on a Friday afternoon, I should be able to call the company and talk to somebody and Report this. And they should be able to rectify the situation at that time. Not make me wait until the following week!! I am paying them to pick up my trash on a schedule. And I expect the company to have people that I can communicate with during regular business hours of 5 days a week at a minimum. Especially when there is a problem with not having my trash or recycling picked up as scheduled.

  Business Response

  Date: 08/05/2024

  I spoke with ****************** directly by phone this morning. I first explained to her that she is not in the City of ********************* and was not part of the exclusive franchise. She lives in an area known as ********************* but is not in the actual city. She became a customer when our parent company, Waste Pro, acquired a smaller competitor, All Haul. I told her that although we would love to keep her as a customer, she is under no obligation to stay with us. Next, I explained that the routes have been running behind the last few weeks due to a driver shortage. Usually both solid waste and recycling routes are collected prior to 8:00 AM and all routes are finished before noon. All trucks are in before 1:00 and that is why the office closes. The driver problem has now been corrected. She agreed to give us a chance to earn her business and i thanked her and assured her the problem would be corrected.

  Customer Answer

  Date: 08/10/2024

   
  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,
  
  ***************************