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:10/17/2023

  Type:Delivery 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 requested a garbage can end of Sep 2023. I was told that it would be delivered within a week. Three weeks have gone by and no garbage can has been delivered. And since there is no garbage can, the garbage pickup guys have not picked up any garbage for the last three weeks. Even though I have left the garbage in bags curbside. I have called and emailed customer service at least 10 times in the last three weeks but am still waiting for my garbage can.I have paid for the service on time and in full for the entire quarter.

  Business Response

  Date: 10/26/2023

  Sincere apologies on your experience; I spoke with operations and this should be handled today

• Initial Complaint

  Date:10/11/2023

  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 signed up for services on 9/7. I was told I would receive my cans 9/12. That did not happen. On 9/14 I was told I would get a call back regarding an update on where my cans were. That did not happen. I called later that day and was told I should get my cans 9/16. That did not happen. I called back in on 9/18 and was told I should get my cans the same day and will receive a call back once confirmed. Neither of those things happened. On 9/19 I called to cancel and was told it would be 6-8 WEEKS before I receive my refund via a PAPER CHECK despite using my credit card to establish service. I was also told a supervisor would allegedly contact me. That did not happen. This feels like an absolute scam. To wait 2 weeks for a trash can is absurd not to mention a 2 month wait for a paper check refund for a service I was never able to utilize. On 10/10 I received a bill for $19.64. On 10/11 I called in and was told they are reviewing my options and a supervisor will call me back once they have a response from operations. I want my refund. This is an absolutely SHAMEFUL way to do business.

  Business Response

  Date: 10/13/2023

  We apologize for any inconvenience you have discovered with us during our rerouting schedules; our office was working diligently to satisfy are customers. I am showing this has been refunded back to the card as of 10/12/2023. This should take 3-5 days to show on your card.

  Customer Answer

  Date: 10/13/2023

   
  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:10/07/2023

  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 company has breached the service agreement and failed to provide service nine weeks over the last 24 months and has consistently made excuse for failing to properly credit the invoices.

  Business Response

  Date: 10/10/2023

  Our company is sorry to hear that you are unhappy with our service. I have reviewed the account and there are no prior emails or phone calls reporting any miss pickups. Credits are provided to customers when they report an issue within the week of a miss. Unfortunately we can not provide a credit for miss pickups that can't be verified. I show an email was sent on 10/7/2023 requesting a refund after account was sent to TPC 9/28/2023. 8/2/2023 is a note stating you were missed 9 times in 3 years. Please contact CST ************ for any disputes or to make a payment.

• Initial Complaint

  Date:10/05/2023

  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.

  They have changed our trash pickup day on July 15 T hey have not pick up our trash in three weeks They do not answer phone calls They dont reply to emails or text message

  Business Response

  Date: 09/25/2023

  This complaint is for a different company location in *******. We do not have access to ******* records or any information for this customer. Please advise the customer to contact the ******************** account for American Disposal in Georgia. 

   

  Thank you, 

  Customer Service

  Business Response

  Date: 10/05/2023

  Left a message for customer Oct 3 and today Oct 5. Awaiting customer to call back and provide an update and more information

  Customer Answer

  Date: 10/05/2023

   
  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:10/03/2023

  Type:Billing 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.

  My July quarter invoice was $86 and that was too high. I called and the customer service person said she would adjust my next quarter because she could not credit the difference. So today my October invoice just arrived in my email and it is $76. This is the correct amount but no additional credit for the incorrect amount. I called and was told they dont give credits and thats the best they can do. I am expected to eat the $10 overcharge.

  Business Response

  Date: 10/04/2023

  Hello, 

  We apologize that you are unhappy with the credit not being applied. All invoices are subject to a rate increase and we did a rollback to the service price as a courtesy. After review of the account there has been a least 4 rollbacks to the price increase.

  Customer Answer

  Date: 10/04/2023

   
  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. Although I have a decided rate by living in my subdivision, chimney springs, so the negotiated rate should be the rate 365 days unless advised of an increase. By recognizing that I have a negotiated rate and not honoring it is bad customer service. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/28/2023

  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 had trash service at ************************. We sold the home on 7/19/23 and called to cancel services. An email was sent 8/17/23 to confirm the cancellation. *** returned the email stating a refund would be sent since the quarterly payment had been made. She also requested the garbage can be set out at the curb. We received an email from ****** on 8/23/23 requesting the garbage can be set out again by the road for pick up on 8/25/23. It was NOT picked up. We cannot keep asking the new owners of the home to set a can out by the road. We are requesting the refund be sent for the remainder of the quarter. We are also requesting proof the garbage can was not purchased at the time of the contract.

  Business Response

  Date: 10/01/2023

  Hello Valued Customer, 

  We are unable to provide proof of the garbage can not been purchased. Residential customers do not sign a contract and bins are not purchased by customers. I will check into the reason why this can was not picked up. However, I am under the understanding if the new residents are using ADS for their service they would just need to communicate this to the customer service staff that activates the account.

   

  Our system doesn't allow us to refund back to the customer's card after 60 days; we have sent in a request for Corp send a check to the address we have on file for billing. Check refunds does take up to 6-8 weeks but could be sooner.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20668478
  
  I am rejecting this response because: It's been almost 3 months since I cancelled the service and have not received a refund. The company is now telling me it may be another 2 months before I receive a refund. This matter will be resolved when I receive a refund. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/04/2023

  I do apologize I am working with our AP team to verify if we are able to expedite. However, there wasn't a refund request submitted to our accounting team when communication was had 7/19/2023. Our policy is 6-8 weeks due to we do not batch one check at a time but refund multiple checks within a 4-step process to get them distributed is the reason for the time frame; it is possible that they sometimes come prior to the 6 weeks but we have to communicate policy. I do apologize we did try to refund the balance back electronically but the payment was made in May and is past the 60 day electric filing period. 

• Initial Complaint

  Date:09/25/2023

  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.

  Over the past two months, American Disposal Services of ******* has not been picking up our garbage or recycling. We have made multiple calls to them, at least every other day. They tell us they are going to fix the problem and send someone out to collect our garbage and recycling and they do not.

  Business Response

  Date: 10/01/2023

  I would be glad to assist and review; however I am unable to locate account with information provide. Please provide account number or service address.

• Initial Complaint

  Date:09/19/2023

  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 attempted to work with this company but as you can tell from the reviews and the complaints that they will tell you that they are going to do something and then fail to deliver. I canceled my service with the company on 9-7. They had failed to come and get my trash for an entire week. They said that they would get the missed pickup on the 7th but of course they did not. They finally got the 9-1 trash on 9-9. On 9-7 they said that they were processing the credit on my account and to leave the trash can at the road on ****. I put the trash can on the street on **** just to make sure that they would have it because they are holding my money until the can is picked up. They came on **** and went to empty the can and found it empty and looked like they had no clue why someone would put a empty can on the street. They put the can back and of course left and no one came the rest of the day or on the following day either. I want the can to be picked up and for me to get my full refund. I will go ahead and say that it will take me 6-8 weeks to process my release of my complaint after I receive my refund and a letter saying that I do not owe this company any money.

  Business Response

  Date: 10/01/2023

  Hello, 

  The prorate credit has been applied to your account however any updates to an account are considered unbilled until the next bill cycle. Due to this account being cancelled in September; new invoices were printed 10/1/2023. This refund will be sent by check to the billing address we have on file. Refunds sent by check are subject to a wait time of 6-8 weeks; could be sooner.

  Customer Answer

  Date: 10/04/2023

   
  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.  The can has been picked up and the credit has been received. 
  
  Thanks!

• Initial Complaint

  Date:09/15/2023

  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.

  Trying to cancel services with American disposal is very challenging. They stopped servicing on my property April 1st. It took hours on the phone trying to reach someone to cancel, after many attempts I reached someone and they told me I had to return the container or be charged and I thought that was the ends, but noooooo. , just the beginning. I have spent the last 3 months sending letters to address number 1, it was returned I sent the cancellation hard copy to address number 2. Their response was to send me collections , now holding my credit hostage!

  Business Response

  Date: 10/01/2023

  Hello *************************************** has prorated charges back to the account for 7/11/2023 to 9/30/2023. However there is still a balance due for 4/1/2023 invoice and 7/1-7/10/2023. Please contact CST collection agency to pay remaining balance due at ************.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20608801
  
  I am rejecting this response because: I canceled American disposal in April 2023. I never signed a contract with the company American disposal.
  They  stopped picking up my trash April 6, 2023. I dont understand why they continue to charge me for services that were not provided. If I was to charge American disposal for the time that I spent trying to reach them, they would undoubtedly owe me a substantial amount of money. They picked up their  trash can on June 1st. And no, they never provided any service after April 1 yet they continue to bill me repeatedly. I did finally mail a cancellation, and that was returned to me, saying it was undeliverable even though it was the address on my bill, my compromise would be to pay $40 just to get rid of them for good, even though they should probably pay me for the hours I have spent trying to cancel their unreliable  service. Thank you

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

  Business Response

  Date: 10/13/2023

  We apologize that our call volume was really high and has now calmed down. Customer was removed from collections; letter was not received in our office. Adjustments were done on the accounts in good faith once TPA sent us the letter. However our account department is holding a credit; the last billing statement was paid in full. There is no balance or refund due on this account.

  Customer Answer

  Date: 10/17/2023

   
  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:09/07/2023

  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 company is supposed to pick up my trash. They OFTEN don't pick up or pick up late. They recently went up on the price. I called 4 times and sent requests 2 times on the site asking to speak with someone regarding my bill. I had previously called and tried to get an adjustment when they didn't pick up but don't have an hour every month to spend asking them to provide the service I pay them for. The last time I called someone named "****" I knew it wasn't her name was supposed to have a manager call me back. She was nasty as they usually are and no one contacted me. This was 2 months ago. I have tried to reach someone several more times trying to get someone to at least speak to me regarding the price increase. The last time I tried to reach them I noted I was going to reach out to you as I don't understand why you go up on the price without notice when you don't do what you are supposed to do at the other price. They won't even give me the courtesy of a call and the customer service (NOT) is horrible at best. After years of dealing with them I am not happy. My neighbors feel the same way. I feel I should spend those hours talking to my neighbors and we can find someone else to provide trash pickup.

  Business Response

  Date: 09/08/2023

  A phone call was made to the customer. Received voicemail and left contact information.