Complaints

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

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  American Disposal Services

  25 North Dr SE Acworth, GA 30102-3156

• 

  American Disposal Services

  PO Box 28150 Miami, FL 33102

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:11/18/2023

  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.

  We terminated service with American Disposal 09.01.2023. We have contacted the company at least 5 times requesting removal from our property of their two trash bins. On October 4, 2023 the company said they would remove the bins that week. It is currently 11.18.2023 and the company has not responded for over a month and will not retrieve their bins. We simply want them to come retrieve their bins.

  Business Response

  Date: 11/30/2023

  Waste Connection apologizes about  any inconvenience with recovering the bins. I have been provided information that the bins were recovered 11/30. 

  Customer Answer

  Date: 12/01/2023

   
  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:11/15/2023

  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.

  Service was cancelled and trash bins have not been picked up. I was promised bins would be picked up for well over a month ago. I have called and emailed many times. Bins are still at the curb and my HOA is not happy and threatening to fine me each day. Our neighbors also had American Disposal and requested bin pick up - their cans sat at the curb up until last week when they filed a BBB complaint. Their bins were picked up and ours were not.

  Business Response

  Date: 11/15/2023

  I personally apologize that the bins are still sitting curbside. I just spoke with the Operations Manager and this will be complete tomorrow. 

  Customer Answer

  Date: 11/15/2023

  Dear BBB,

   

  If I accept the response of American Disposal and they do not follow through with removing the bins tomorrow, will I be able to submit another complaint?

  Kind regards,

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

  Business Response

  Date: 11/17/2023

  Are records show this was completed by our driver 11/16/2023.

• Initial Complaint

  Date:11/07/2023

  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.

  This trash service didnt get my trash even though my trash can was at the curb the night prior to pick up. When I called to say I had a missed pickup they then informed me that they got new trucks and the street sign, next to where I have been placing my cans for years, would damage the arm on their new trucks. I told them I would be happy to move my can and needed them to get my trash so they could pick it up. They said they wouldnt because my can was in the wrong place. I told them thats where its been for YEARS and I never was told I had to put the cans in another location. They said they saw a note on my account that a driver put a note on my trash can to inform me. However, I never saw a note on my trash can, got an email or letter to inform me of the change. When I told them this they refused to get my trash and even pro-rate my charge for the missed pick up. They also told me I could take my own trash to the local dump where I pay them to take it. After this I called to cancel my service with them for not the next week but the week following. So needed one more pick up. The new person I spoke with was amazed they told me to take my own trash to the dump and said they would be out the following week to get my trash. However, couldnt get the cans for another month. This week went by and I had my trash out the night before my scheduled pick up in a new location 6ft away from any other item (street sign, mailbox, etc). Yet again, they didnt pick up my trash. Because of this I have paid a junk removal company $300 to come get the trash and take it to the dump.

• Initial Complaint

  Date:11/01/2023

  Type:Order 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.

  I signed the contract with American Disposal for ********************* for the garbage pickup. At the time of signing the contract I was never advise there will be overload container fee or what is considered overload or dollar amount of those fees. The contract I signed it just mentions "Customer shall pay additional charges each time that a container is overloaded (by weight or volume)." but it does not states what is considered overload & fees for it. I send multiple emails(see email correspondence) to them but they always side stepped the question about fee schedule. I am getting charged more than 3 times of the cost pickup as the each overload fees. Before I was getting charged one overload fee for any particular pick up but for the last 2 months I am getting charged multiple overload fee for single pick up ( invoices uploaded). I sent multiple emails requesting to send me the photos showing how I am getting charged multiple overload fees for single pick up but I did not received the requested information's. I was never advise either verbally or in writing about the fee ****************** I asked about it never got any response from *********** are using just one line from the contract about the overload & are charging outrageous fee. If I had know that there overload fee will be more than the 3 times than the actual cost of the pickup I would had never signed the contract with them. By not disclosing those fees upfront I was deceived by them in signing the contract with. Please take a look into this issue.

  Business Response

  Date: 11/03/2023

  WC is sorry to hear that you are unsatisfied with our service. However, commercial accounts are charged overload fees @ $100.00 when the waste is overflowing; see attached photos. Please reach out to the sales rep to discuss maybe changing the bin size to stop the extra charge on your invoices.

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20812354
  
  I am rejecting this response because when I signed the contract I was not advised either verbally or in writing that there will be $ 100 overload fee. If I had know about this I would have never signed the contract. This is deceptive business practice as they not disclosing the fees schedule to customers & the customers get stuck with them & then the  only option  available customer either pay those outrageous fees or change the service contract to more expansive service plan.

  Also for month of August I am getting charged $200 for  2 overload fee for 08/15/22 pick up & $400 for 4 overload fee for 08/22/23 & if you look at the photos that was not much I get charged $400 overload fee when the  cost of my each pick up is $27.42 & the same issue with the  September bill.

  It seem like they indulging in deceptive & unfair business by not disclosing the fee schedule upfront before the signing of the contract & the afterwards I requested multiple times about the fee schedule & they never responded about it. Now they are charging outrageous amount for overload fee without providing proof for it.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/31/2023

  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.

  Ived *** paying this company since they took over waste management and this company is the most irresponsible company i have dealt with they dont pick up the recycling for almost 3 weeks at a time even at a minth at a time called many many times no resolution and ived been charge on a monthly bases

  Business Response

  Date: 10/31/2023

  Waste connections Recycle is biweekly and not weekly . I show your recycle days on Monday. When reviewing the comments there is not a miss pickup showing reported on 9/18. However, there was a credit given on 10/2. If a customer is missed this must be reported within the week of service for our Dispatch staff to run the dashcam to verify the miss pickup. Our accounting team works diligently in providing credits that are need to a customer once confirmed; we are sorry about any inconvenience. I will reach out to our operations staff to see if we are having any issues with this route. 

• Initial Complaint

  Date:10/29/2023

  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.

  I cancelled service for garbage service on 8/30/2023. American Disposal has not picked up the garbage nor their garbage can as of todays date, 10/7. It has been 6 weeks since I cancelled the service. I have called several times and I am given a different excuse every time, and promised it will be picked up soon. The home where the garbage can is located is a rental home and the landlord is trying to rent the home, but the garbage can is smelling and has flies swarming on it. American Disposal charged me for service until 9/30/2023 although they did not provide service.I need the garbage can picked up now.

  Business Response

  Date: 11/07/2023

  Customer was not charged for September we show a refund processing for $31.37. If the cans are not on the curb we are unable to assist. This has been expedited to our Ops team for review and to get picked up. 

• Initial Complaint

  Date:10/27/2023

  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.

  I noticed that my bill had been increasing over time but assumed inflation had something to do with it and was willing to oblige. However, once receiving my bill in July 2023, it had raised significantly. I started at $65 quarterly a couple years prior and now it was at $104 (or roughly) and I wanted to know why I'm paying almost double without anyone ever telling me the reason. I tried calling several times and no one answered. I left emails stating I would not pay until someone explained this large hike in price. No one ever responded back. On Aug. 14th 2023, without warning they stopped picking up my trash. Two weeks later, I tried one last attempt to talk with someone and never got through or called back and I had no choice but to call another trash service. A month later, around the end of September, I started receiving emails and automated phone calls saying my account was about to be closed and my NEW balance of $226 be sent to collections. I FINALLY was able to reach a representative on Oct. 19th at 3:36pm EST and she and I talked for about 33 mins as I had her walk through all the price increases to my account and to also ask why my bill is now $226 if I haven't received trash service for 2 1/2 months. She said her drivers noted they had been picking up my trash for almost this whole time! Then after pleading with her that I should only have to pay for days that I actually had my trash picked up, she put me on hold and said she was able to get her managers to knock off a portion and I'd only have to pay $140. Even tho that's not fair either I agreed to it because I just wanted to be done with this company. Well when I try to pay this bill of $140 , it still comes up as $226 and no one can help me now apparently. The new representative said the woman I spoke with never put any of this in her notes! As if she just told me this to get off the phone. I shouldn't have to pay for services not rendered

  Business Response

  Date: 10/30/2023

  Good Morning, 

  All accounts are subject to a price increase this is on all customer invoices. I show an increase for 2021, 2022, 2023. Price increases happen depending on the local landfill increase for disposal and operations cost. In July I show your invoice for 3 months at $103.45. This account went into a suspend status 9/7/2023 due to non-payment. Our office will adjust off the Oct-Dec 2023 Qtr. $99.12 is due. There wasn't any notes in the system prior to the other rep;however the proration was complete. Please call us to make the payment as soon as possible to keep the account from going to collections.

• Initial Complaint

  Date:10/27/2023

  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.

  We cancelled our service effective Sept 30, 2023 due to poor service. They were supposed to pick up their bins on Oct 1. As of today and after many calls, we still have three bins sitting curbside. We have several other neighbors who also cancelled their service because a new provider came to the area and we are all tired of their bad service (outlined in many of the reviews here). Our neighborhood (*************) is littered with empty curbside bins blocking the curbs for almost a month and every call we make they just say "be patient". It is creating a hazard for walkers and cars in our narrow, winding streets to have so many bins sitting out for weeks on end. Resolution is come pick up your bins please! This is crazy! Thank you!

  Business Response

  Date: 10/30/2023

  I looked through the system for *********************** at the address provided in complaint. I am unable to locate this customer. Please have account holder give us a call ************ in order to review and make any updates. 

  Customer Answer

  Date: 10/31/2023

  The account is under two names. Please see *********************** and ***************************. The Dayhoffs have lived at **********************************************************************. ***** since July 2022 when service started.

  Thank you!

  *******

  Business Response

  Date: 11/02/2023

  I would love to assist with this account. However, we would need to customer to reach out to us to discuss the account; when customer set up account they did not include anyone other name on the account to assist us with speaking to anyone outside of the account holder. ****************** Connections is sorry about any inconvenience this may call. Please have ****************** contact us at ************. 

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20790402
  
  I am rejecting this response because:

  ****************** has already called weekly since October 1 and gotten no resolution on this issue. Your request is what we have already done many times and it has failed to resolve the matter. We do not accept this response. I am his wife and submitting this on our behalf. I was just using my maiden name of **** because we thought that was what was on the account as well since we were not married when we set the account up. If you are going to fail to comply due to a technicality such as this, I believe our point has been made. We have already gotten many complaints from neighbors. It is not just our house, but many houses in our neighborhood with cans sitting out now for over a month. Every time my husband calls, he is told it will be longer because so many customers are leaving you. I believe now you can understand why they are leaving if this is how you treat a complaint.

  I am asking BBB to review this as well. Given the failure, do you recommend another agency we can escalate this issue to that oversees garbage disposal? Perhaps someone in the government who regulates trash pickup and sanitation?

  Sincerely,
  
  ********************************** AND *************************;

  Business Response

  Date: 11/06/2023

  A phone call has been made to the customer to speak with ****************** on this account. Legally there isn't any other name on the account. A phone number was left with an extension. I am in the office 8:30 am to 4:00 pm. As mention I am willing to assist in anyway possible but we must speak to the account holder. 

  Have a great day! 

  Customer Answer

  Date: 11/07/2023

   
  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:10/20/2023

  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.

  On September 6, 2023 I tendered $ ****** to American disposal for the upcoming service period of October 1, 2023 thru December 31, 2023. On or about September 10, 2023 American Disposal and requested my service be cancelled effective September 29, 2023 and I expected a full refund of $ ******. At which time I was informed the disposal equipment would be retrieved on October 6, 2023 and it would take 4 to 6 weeks to get the refund. To date this has not occurred. I subsequently called to inquire when this equipment would be picked up. I was essentially told it would be picked up at our (American Disposals) time frame and I would receive an email to when it would be picked up. I respectfully request that American Disposal pick up the equipment post haste and that my refund of $ ****** be immediately refunded.

  Business Response

  Date: 10/24/2023

  ADS is sorry to hear that you are unhappy with the communication you received. However any refunds that will be processed by check take anywhere from 6-8 weeks. This refund is being processed. The payment of $118.11 was for the September invoice that covered Sept, Oct, Nov. Comments show that the account was set to close 9/29/2023-last service date in September and prorated for 9/30-11/30/2023. Attached is the comments, and invoice.

• Initial Complaint

  Date:10/18/2023

  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.

  Poor service at best!!! They dont do as promised in the contract and we have gone days to weeks without service! They claim address for our community was incorrect but even after they have been told they still dont do anything! They are the worst!

  Business Response

  Date: 10/24/2023

  please provide an account number. This account has been pulled by name, address, phone number, and email with no results.