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Business Profile

Sanitation Consultants

American Disposal Services

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sanitation Consultants.

This business has 1 alert

Complaints

This profile includes complaints for American Disposal Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 151 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/01/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 am writing about trash bin removal from my property by the Waste Connections of ******* Company, formerly American Disposal Services of *******),Because of their poor quality of service, repeated delay of removal of trash and their monopoly of service in our area, it was impossible to hire alternative services until recently.On December 15, 2023, I was able to hire an alternative trash collection service. I stopped service with American Disposal and was given a date of December 27th when their trash bin would be collected from my property. They failed to remove it.They gave me another date, December 28th, when it would be removed. The bin was not removed. This has gone on repeatedly for almost every working day in January. It is now February and the bin is still on my property.I have talked to **************** over the phone. I've sent emails to ****************. I've researched and found the General Manager, ***********************, and emailed him to no avail.They were suppose to remove the bin again yesterday, January 31st and failed to remove it. I've emailed ****************** again *************************************************** today requesting removal.This has been so stressful. I have no other recourse but to put in this complaint, Are you able to help with this situation?Thank you. *************************

      Business Response

      Date: 02/05/2024

      The system sent notifications for removal on Tuesday, 1/30 at 1:53pm (by text and email). The toter was not curbside or visible on Wednesday, 1/31 at 7:45am, see picture attached.  Customer called back in on Thursday, 2/1 to be rescheduled. It is on scheduled for removal this Thursday, 2/7.

       

      Please have your can curbside 2/7/24.

      Customer Answer

      Date: 02/05/2024

       
      Complaint: 21230982

      I am rejecting this response because: The bin was in front of my garage in plain sight. If the driver looked and walked a few steps, he could have removed the bin. 

      Sincerely,

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

      Business Response

      Date: 02/08/2024

      Customers can has been removed. 

      Customer Answer

      Date: 02/09/2024

       
      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,

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

    • Initial Complaint

      Date:01/17/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 engaged American Disposal Services for trash and recycling services since 2018. The trash services are weekly and the recycling services are bi-weekly. The recycling service continues to not be provided and I am being billed as well as paying for this service. The last ************** was picked up was on 12/5. The service was missed the week of 12/18/23, 1/1/24, and the week of 1/15/24. I have followed the company's dictated process of filing missed pick-up notifications and providing details to them about the continued missed recycling service with no response.

      Business Response

      Date: 01/25/2024

      A credit has been provided for the missed recycle and will show on next billing statement.

    • Initial Complaint

      Date:01/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 am paying American Disposal Services as their trash removal company, but my trash is not being picked up on the scheduled dates. I am contacting American Disposal Services and making them aware of the issue to which I am being told my trash will be picked up at another date and time. However, American Disposal Services does not come on that appointed day either.

      Business Response

      Date: 01/15/2024

      Waste Connections sincerely apologizes for this inconvenience. Waste connections has been short staffed and had assistance from a third party company.  Our Operations Specialist has informed us that we will have your toter stickered as waste connections to stop this from happening in the future; the can at your residence shows waste management.  The system shows you were missed on 1/11/2024; if there are any other dates please provide and we will work on applying a credit to your account. 

    • Initial Complaint

      Date:01/04/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Failure to pickup Christmas week garbage and recycling. Failed to provide refund or credit.

    • Initial Complaint

      Date:01/04/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 been a customer with ********************************************* for over eight years and I always had issues with their customer service, especially since Covid. I therefore decided to switch my service on November 1st and have been told by them seven times that they would be out to pick up my trash barrel and recycling bin and seven times they have no showed and told me another date in the future of when they would be out to get the containers. Today was the latest example where they were due today but now have emailed that they would not be out until 1/15. This is unacceptable and needs to be addressed. I am extremely frustrated and need your help!

      Business Response

      Date: 01/25/2024

      customer was taken care of.

      Customer Answer

      Date: 01/25/2024

       
      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. It was only after I lodged the complaint with BBB that my case was resolved.

      Sincerely,

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

    • Initial Complaint

      Date:12/17/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 mulcible times now they have missed their scheduled pick up! Usually with no warnings. Occasionally an email is sent. Worst part is that it is impossible to speak to a live agent! & their AI chat bot is impossible to use!

    • Initial Complaint

      Date:12/08/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Cancelled the service on 10/5/2023. I was told that the refund will be processed in 6 weeks. Made numerous number of call. No positive response. Need my refund asap.

      Business Response

      Date: 12/12/2023

      Our office spoke with the customer and explained to him that we have 3 payments with the same confirmation number and asked for proof that all three payments were made before refunding due to it looks like a glitch in the system; A email was also sent to the customer to assist with resolution to get this processed. Customer agreed but no email has been received with proof of payments.

       

      Customer Answer

      Date: 12/12/2023

       
      Complaint: 20978752

      I am rejecting this response because: Why it took 6 months for finding out the issue on payments? I cancelled service on 10/5/2023. I received response stating that business owe's me $92.21. Where does that came from? I made several calls and spend many hours over the phone. Who is accountable for it? I want American disposal company to disclose all the communication I had with them after I cancelled my service. I found lot of abnormalities when I spoke to CSR each time. Ex. ETA on check, amount etc. If it shows multiple payments then American disposal needs to find out at their end. I can not disclose my financial statements with the company who lacks service. I kept trash can as per their instructions for several weeks in front yard. Received notice from HOA. But no one collected it. Who is responsible for this? So besides amount mentioned by American disposal I demand my time, cost of retaining their item for so many days. 

      Sincerely,

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

      Business Response

      Date: 12/12/2023

      This customer spoke with us on the phone and was willing to work with us. I will not refund any money that looks like a false balance. As told to the customer verbally on the phone I would love to get the refund to him as quick as possible: proof of payment (June **** Statement or credit card number) is required to show customer made the same payment 3 times. 

      The other purpose of verifying this is because the payment covers the June ********** The credit is resulting from the unidentified duplicate payment; due to it having the same authorization number this show it could have been a system glitch; if this is the case no refund is due. Please provide proof of the three payments and we will get this refund overnighted if its found to be true.

      I provided my contact number to you on the last communication we had; my office hours are 8:30am to 4:30pm EST.

    • Initial Complaint

      Date:12/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 canceled this company service in August 2023, it is now December 2023 and they WILL NOT come and pick up their TRASH CANS (waste and recycle bins). I have called 2x a month for the last 4 months and they keep pushing back the pick up date. My cans have been at the curb this entire time and now I am at risk of being fined by my HOA. I canceled this company due to miserable service and now by not picking up their cans (and telling me they will do so) only solidifies how horrible they are. I would like to spread the word to my neighbors and community in hopes that it will save them the time and frustration American Disposal has caused me.

      Business Response

      Date: 12/18/2023

      Sorry about the inconvenience; communication has been received that the bin has been removed.

      Customer Answer

      Date: 12/18/2023

       
      Complaint: 20973825

      I am rejecting this response because:  As seen in the uploaded photos as of today 12/18/23 @ 12:03 you can see the cans ARE STILL at my house at

      4195 ********** NE

      *******, 30075

      Sincerely,

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

      Business Response

      Date: 12/19/2023

      I have received pictures this time around; apologies for the first communication. This has been complete.

    • Initial Complaint

      Date:12/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 cancelled service in October, and they said they would be out November 17 to collect the trash bins. November 17 came and went and still have the bins. **** said it was Dec 1, Dec 1 came and went and I still have the trash bins. Now they are saying Dec 15. I have to keep dragging the bins up and down my property and they refuse to pick them up. I feel I have nowhere to go with this. I just want the trash bins ff my property.

      Business Response

      Date: 12/19/2023

      I was informed this was complete; please inform me if different.

    • Initial Complaint

      Date:11/28/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 was a American Disposal customer till September and cancelled the service. I was told that *****/Recycle bins will be picked up in couple of weeks. Did not happen. Called again and was told that pickup have been rescheduled for 2 weeks later. Same thing happened again and again. Now, the date is 7th Dec. On top of all this they are saying that if Bins are not available to be picked up on Drive way when they come, they will try once more and then charge $100 per bin. Now, as a customer I have had those bins sitting in my driveway on and off for 2 months and American Disposal chooses the day they want to come and may not come at all or just say that they came and bins were not available and charge me $100 per bin. This is deceptive, coercive business practice. I will be relocating in 2 weeks and if they dont come then what do I do? Option their aggressive customer service offered was to rent a truck and deliver bins to their location in Ackworth and DISCONNECTED while I was asking for resolution saying that they cant offer anything else.You just dont deal with them when you are customer but after that also. I need them to pick up bins asap.

      Business Response

      Date: 11/30/2023

      Waste Connections is sorry about the inconvenience this has caused; our operations team has reached out and confirmed bins were removed 11/30/2023. Customer has my contact information to contact me if there is an issue.  

    American Disposal Services is NOT a BBB Accredited Business.

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