Complaints

This profile includes complaints for Trash Taxi of Georgia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trash Taxi of Georgia

  5421 Pine Ridge Ln SE Acworth, GA 30102-3120

  
• 

  Trash Taxi of Georgia

  PO Box 933 Acworth, GA 30101-0933

  

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:06/21/2023

  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.

  Hello! I been paying them for the past 2 years without knowing i dont have to pay at all. Because, my HOA already pay them. So, they been took my money and my HOA money. When i found out, i dont have to pay them for all those years. And asked for money back. They refused, to give my money back for the past years. They only refund my money back last 2 times during this year. This business is not honest at all. The manager was the worst talking to her.

  

  Business Response

  Date: 06/30/2023

  I responded by email to BBB directly with an attachment phone recording 

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20219203
  
  I am rejecting this response because:
  I didnt see what was their answer 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/05/2023

  **************** is part of the Chestnut Hills HOA which pays for trash service only for all their residents.  Originally, they paid for both trash and recycling.  When they decided that they will pay for trash only, we contacted each resident that used the recycling service and asked them if they would still like to continue with the recycling service and discussed the cost.  I have included the recording of *************** agreeing to continue the service.

   

  We will not offer a refund because she did receive the service and her HOA did not pay for recycling.  *************** was only charged for the recycling part of her bill. 

   

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

  Sales and Marketing Representative

  Trash Taxi of Georgia

• Initial Complaint

  Date:12/08/2022

  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.

  Trash Service was transferred from Georgia Waste on 10/1 to Trash Taxi we were notified on 9/20. During this time, we were notified that this was being done. Our account then incurred a bill for the Quarter from 10/1-12/31 for the amount of $53.01 Our daughter had emergency surgery the week and so it slipped our mind to pay our trash bill. The services were provided up til Nov 4. And later received a suspension notice on 11/14. I later paid for the services on 12/2 for the full amount after it was previously indicated I would only have to pay for services 10/1 - 11/4 by the previous agent that reinstated my account. When I called to see if they would pick up the 3 weeks of trash to accommodate the weeks of suspension they said no. Even though I had back paid for the services. When I asked if they could tack 2 weeks onto my service in ********************* who I spoke with at 4:04pm on 12/8 stated they would not be able to do so. Even though I back paid them for services so did it receive. I then asked to cancel services and ***** stated they she could cancel but wouldnt be able to provide a refund for the month of December. Despite cancelling for services I would not receive.

  

  Business Response

  Date: 12/15/2022

  All invoices are sent out 30 days prior to the due date.  We ***** a two week ***** ****** for all late payments before we suspend service as a courtesy to accommodate customers who have issues that come up.  That gives the customer 59 days to pay their bill before they are suspended.  In looking up this account, I found another account under this address for *************************** that was on suspension and was never paid from 2017 which still owes $64.76. 

   We feel like we have given enough ***** for this late payment .  The payment was to reinstate the account not add additional weeks because of an error on the part of the customer.  We do not owe this customer for two weeks of service as we did service the account for two weeks without payment.  No refund is in order.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18545920
  
  I am rejecting this response because: The account in question is under the name *********************** and is regarding the account that was apparently assumed from Georgia Waste where there was no bill or indication that services were being transferred sent out 30 days prior to service being assumed. In fact the only information we received was from GA Waste indicating services were being transferred to Trash Taxi on 9/20 to which  my services were paid for with them up until 9/30.  When I called into question why I had not yet received a bill from Trash Taxi they told me we would be receiving one soon. In fact we did not receive a bill  until after 10/7 in the mail letting us know we had been acquired and our trash had not been picked up. Shortly there after our daughter was hospitalized and honestly completely forgot about the bill because she was in the hospital for a month. Upon receiving the notification of suspension on 11/14 I attempted to find out what had happened because we thought we had paid, to which was our fault for assuming but given the chaos of the previous month we went ahead and paid on 12/2 for an entire quarter of services. 

  To which brought us to here. Where we simply asked if we could leave the trash that was not picked up from the weeks previous to satisfy what we back paid for. And ***** was extremely rude to my wife, no empathy or understanding of what had transpired or lack of communication or knowledge from the transfer of GA waste. 

  The bill we finally received from Trash Taxi was on 10/3 for the amount of ***** due to a positive balance left from Ga Waste. The issue is not so much the amount or that we ultimately paid for service or even the refund. Its the fact that given the timing of the transfer, the timing of the bill from Trash Taxi and the misunderstanding as to what was going on in the most of our daughter being hospitalized Trash Taxi of Ga advertises that their customer service is exceptional and understanding when in fact they are not and seems to be more of a testimony to what is reflected on our Next Door by customers who are looking to change because of the lack of actually customer service. 
  

  Lastly, this brings me to 2017 to which services were suspended on 4/12/2017 because of the number of pick *** that were missed on 3/3 and 3/24 of 2016 and we were dissatisfied with the service and failure to remedy therefore choosing not to continue which was exactly one month after the start of the quarter therefore a full quarter payment is not necessary and the account was then closed, services were not rendered thereafter, the can was picked up on April 20 a week later, and the account was closed resulting in a $0 balance. 

   

  
  Sincerely,
  
  Guy 

  

  Business Response

  Date: 12/16/2022

  This is the most detailed information regarding both accounts.  As of this response, we have no desire to continue discussion regarding these accounts.

  Back in 2017 he was a customer of ours. His bill was due April 1, 2017. His account went on suspension April 12, 2017. On April 20, 2017 ******** spoke with the customer regarding the past due balance of $64.76 at which time they still did NOT make a payment. On May 19, 2017 the account was closed out as a write-off because they never paid the balance. We picked up the trash can on June 8, 2017. At no point did they contact us or notify us of any missed stops at the end of March nor did they ever tell us that they didnt wish to continue service with us due to dissatisfaction of service.
  
  We reacquired them as customers Effective October 1, 2022 as part of the Ga Waste deal. On September 15, 2022 Ga Waste sent them their original statement for the quarter of 10/01-12/31 with a due date of October 3,2022. This statement included a note to the customer regarding the transition of service to Trash Taxi. Since the customer had yet to pay Ga Waste or us for 10/01-12/31 we sent them another statement on October 3, 2022 in the amount of $53.01 ($59.55 Quarterly rate - $3.99 missed stop credit issued on 08/25/2022 by Ga Waste). A text message was sent on 10/26/2022 1:28 PM and 11/2/2022 10:54 AM reminding them of the past due balance. They didnt respond to either of these messages. On November 14, 2022 the account went on suspension due to this balance not being paid and the customer was notified via email and robo-dial.They still did not submit any payment until December 2, 2022 in the amount of $53.01. On December 8, 2022 they called the office demanding a credit for the time the account was on suspension 11/14/2022-12/02/2022. When we notified them that we can not issue a credit for past due suspensions they demanded we close the account and issue a full refund. As we did pick them up from 10/01/2022-11/14/2022 this was not possible. The account was closed on December 8, *********************************************************************************************************** the amount of $17.67 even though we were never able to successfully collect our trash can. On December 13, 2022 we learned from TrashBilling that the customer has disputed the full payment of $53.01 that they made on December 2, 2022.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18545920
  
  I am rejecting this response because:

  TrashTaxi indicated they did not pick up our trash can. The trash can they picked up was a Georgia Waste Trash Can as they acquired the route. I am working to see if I can get the video file sent over of the trash can pick up. Trash can was picked up on 12/15 @ 1:25 per video surveillance from our cameras and neighbors as well as a witness stating they did pick up the can at the end of driveway. I was also at home, the gentleman that picked up the van was wearing a lime green shirt, exited the truck went to retrieve the can lowered the mechanism that assists in loading the can, and later entered his truck and sat in front of my house for up to possibly 6 minutes and departed around 1:35pm. 

  In addition ******** at 8:16am with Trash Taxi this morning 12/16 was able to confirm the pick up. 

  If would be preferred if this communication could be handled over the phone. 

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

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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.

  10/4/22 Today I had my service canceled because I was accused of yelling? Now, I do speak loud and that has been like that for me since birth. This is due to hearing lose. *******, manager of the office was extremely rude. I was trying to find out why they were charging such a large amount for service fees. I told ******* that I am not paying this until I have answers? ******* cut me off and said "Thats fine I will cancel your services." She accused me of yelling at her over the phone. When she would never let me speak but simply talk over me. I am completely beside myself. I really am not understanding this kind of rude behavior from a Office supervisor. ******* told me that she was the office manager. I later finding out that she is not a manager but a supervisor. I was not getting through to her that I just needed to know the extra charge and other things. I had to finally talk to the commercial side and he had to help me. I was needing to know why that charge is there. This gentle man explained everything to me. I could hear ******* in the back ground bad mouthing me. Telling him to hang up the phone. He had also explained to me that the card on file ended in ****. This account has expired. ******* would not give me that chance to find out. The man, which I cannot remember his name, found out this information for me. He than hung up on me. I called back to confirm the card for paying for the account. He confirmed it with me and hung up again. I called back again, I explained to him that card has expired. I asked him if she canceled my account. To which his reply was " Yeah, yeah she canceled your account and credited back you November billing". None of this is what I wanted. Now, because of this. I am not receiving back my money Now, They blocked me from all calls. Every time I call, they will not pick up the phone. It just goes to voicemail. This is a horrible service from your business. I do not want my service canceled.

  

  Business Response

  Date: 10/12/2022

  This customer was rude and abusive to our staff including cursing.  He refused to pay a fee associated with the account.  We said we would cancel his account and he would not owe us anything further.  He was very upset by this and said he would have his lawyer sue ********* He later apologized and we reinstated the account.  We have kept the account and will continue to service his account if he treats our staff with courtesy.  I have attached the phone calls we recorded for your records.  

  Customer Answer

  Date: 10/13/2022

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/07/2022

  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.

  Trash taxi left our bin half full on August 30 2022. I called them to ask them to send someone the next day. They claimed that they had video of my trash being in another companys bin. I texted them photos of the remaining trash in their bin. They then claimed that they had video of their collector looking in the bin and seeing it empty. This was also false as my photos clearly showed the bin half full. Then on September 7 the next pickup day they refused to pick up my trash at all. The bin was partially overflowing but all trash was in the bin.

  

  Business Response

  Date: 09/15/2022

  This is what was sent to my by our customer complaint team member.
  
  "Cust. called 08/31/22 claiming we didnt empty her can completely. I reviewed the video (and attached for you to view as well) and it clearly shows the driver pull up to her can and dump it with the one arm truck. He then gets out to check the can, gets back in and dumps it again. When we let her know that our video confirms the driver dumped the can then got out to check it, she asked if the video shows the inside of the can or just the driver checking it. We told her it only shows the driver checking it but that he would not check it and then leave trash in it. She was very rude to ***** and demanded we come back. When ***** told her we couldnt because the driver was there and did dump it she demanded a credit, again ***** told her we couldnt because she did receive service. She said if it happens again were fired and shes putting it all over ********* Due to the holiday this week her pickup day was yesterday, at 4:26pm yesterday she sent a message saying As of 4:12 today our trash was not picked up I saw two trucks headed in our general direction Can was overflowing At 4:43pm she sent another message saying Neither truck got our trash You have until 7:30 pm tonight to pick up or you are terminated. At 5:25pm she sent ANOTHER message saying Please pick up both bins and all contents next Tuesday 9/13/22.  Your service is terminated effective 8/27/22. These messages were not seen until this morning therefore ***** closed the account per her request. No video was reviewed for yesterdays pickup because she just said to cancel it."

   

  I have a video file for evidence but I am unable to attach it to the response for technical reasons on the BBB side.

  Customer Answer

  Date: 09/18/2022

   
  Complaint: 17931460
  
  I am rejecting this response because:  I provided proof that the cans were not properly emptied.  Trash Taxi makes no mention of their initial claim that they had video showing that the bin was not even theirs, which was false.  Now they claim to have another video showing the can was actually emptied, which they conveniently cannot produce.  That video likewise probably does not exist or shows another person's property.  I know companies make mistakes but trash taxi lied about this twice.  I was rude to their CSR because I do not like being lied to.  They also make no mention of the fact that they didn't even attempt to empty the trash on the second week.

  Trash Taxi did in fact pick up the bins the next week but it was a considerable inconvenience to not be able to put out trash normally for a two week period.

  I do expect to receive a credit for the two weeks they did not pick up trash (although one may have been the first week of a new quarter.)
  
  Sincerely,
  
  ***************************