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:09/06/2023

  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.

  On Friday, 08/04/23, American Disposal driver did not pick up our trash, but taped our can closed and stated the driveway was blocked, he could not pick up the trash. I called and reported it as the driveway was not blocked and the rep said, they would come back to pick up that same day or the next day. They took a pic but rep said it looks blocked but may have been the angle they took it from. We took a pic too and drive is not blocked. They didn't even take the trash, just tapped the can. The following Monday after they did not come back, I called again and they treated me like it was all my fault and said they now use a side entry truck so rules are different with this type truck. I said they should have told folks, but the drive WAS NOT blocked. I have a camper on the left of the driveway and my truck is on the right and I go in an out all of the time. Trash bin is behind where my truck is parked. They finally picked up my trash on 08/18 after 2 weeks worth of smelly trash and multiple calls to customer no service. I was furious by then and hired a new trash company. I did call to let AD know and told them to come get their bin. After the first date they gave me for pick up went by and not picked up, I called again and was told it ***** be picked up on 08/25. After that date came and went I made multiple calls and each time was told they are running behind, and do not know when it will be picked up. During this time, I asked twice for a supervisor to call me, and have had no call back. They sent me a bill for $27.42, I called to see what for and they said it was a prorated bill for August. I was furious and told them I have had nothing but horrible service this whole month of August and I want this credited off my account. The rep said they cannot do that. I asked for a Supervisor, she said no one was available and she would have them call me back which I told her was a joke since I have not had a call back so far the past 2 times I asked for a call back from a Super. She said if I did not pay, they would turn it over to collections. Their records will show numerous calls from me with no resolution or even attempt at a resolution. They have not picked up the trash bin yet, which continues to sit at the end of my driveway along with my new bin for new trash service pick up days. Horrible customer service and horrible service overall. I want my credit for the no service and frustration since 08/04. By the way, every time you call AD, you have to wait for at least 13 minutes for anyone to pick up, no matter when you call.

  Business Response

  Date: 10/01/2023

  I apologize about the call time but our CSR team works hard in answering the call volume we have. I would like to know if this has been resolved or is the bin still at your home.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: ********
  
  The call time was not the only complaint. The bin has been picked up, but I asked that the charge on my account be credited. You must not have read the full complaint. The experience dealing with AD was horrible. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/04/2023

  I apologize if I did not provide that a credit will be applied to your account; however it would not reflect on the October invoice that was billed 10/1/2023. I will reach out to you by email providing you with the credit amount that will be applied to your account.

  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.

  Thabk you!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/05/2023

  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.

  American Disposal (Trash and Recyclying) has repeatedly fluctuated their invoices - while adjusting/decreasing their services. I have attached a more extensive description of what has been taking place for over a year.

  Business Response

  Date: 09/07/2023

  Phone communication was had with the customer. Account has been resolved. 

  Customer Answer

  Date: 09/12/2023

  Good morning,

  American Disposal reached out to me and stated that the original issue was that there system failed to charge me for a bulk pick up over a year ago (2022).  The system also then accidentally credited me and provided erroneous invoices; which I continued to pay.

  We agreed for me to pay a particular amount to close out the account; which I paid over the phone on 9-7-2023.  I received an email stating that I now hae a zero balance; however, as of 9-12-2023, AHS still reflects a balance.  Please see attachments.

  Thank you,

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

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

  Business Response

  Date: 10/01/2023

  Please see attached invoice. However we made the updates in our system but the website does not update immediately. There is no balance due as the customer representative explained. Thank you for your time. 

• Initial Complaint

  Date:09/05/2023

  Type:Product 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.

  American Disposal is running a nefarious price increase strategy without giving customers proper notification. Every year they reset the rate higher. Customers have to call to remind them there is an HOA rate, which they then reset lower, but do not refund the price increase. American disposal will inform customers when they receive the bill the rate is higher and by receiving that notification the rate is accepted that day. There is no notice period. It's a price increase without telling the customer. Additionally, because the owners are all living at the same address, they're excuse that they don't know until each customer calls back to confirm its the same owner is disingenuous. Rates for the community are $58 for 3 months. American Disposal will raise rates to $68 and $78 if you do not call them. Every house (150+) has to call them every year, meanwhile American Disposal pockets the increase.

  Business Response

  Date: 09/07/2023

  Thank you for sending in this information. On all invoices monthly and quarterly it provides information that all customers are subject to price increases. *** contracts are discussed and signed with the President of the *** an they have been provided details about price increases. When customers call to set up service they are to inform us of the *** that they reside in to be sure customer service enters in the correct information. If there is a Price Increase Rollback the credit will go against the next billing cycle. The *** president is responsible for reaching out to the community with any changes or communication with the ***. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20555973
  
  I am rejecting this response because: the information they are stating is entirely incorrect.  Specifically, 1) "if there is a price increase rollback the credit will go against the next billing cycle" - Customer response, there is NEVER a credit, they leave the price increase as paid and lower the bill to what it was previously on the next bill.  2) "The *** president is responsible" - Customer response - The *** president has never been informed about a price increase in at least 3 years.  3) Finally, this response still does not address the randomness of sending a price increase without due notification in terms of when it is applicable.  They simply increase the price leaving no room or time to cancel.  This response is wholly inadequate, and the *** continues to demand price transparency and fairness.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/28/2023

  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.

  Moved in back in March. My trash is never picked up on the day that it is supposed to be picked up. And there have been several missed pick *** all together. I pay 3 months at a time for the company to complete their job and they are not doing it.

  Business Response

  Date: 08/31/2023

  A voicemail was left providing customer with credit amount applied to the account. I left my contact number for the customer to reach out. 

• Initial Complaint

  Date:08/28/2023

  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.

  Missed waste pickup 8/25/2023. This has happened multiple times. My recycle has not been picked up in a month. This is a constant problem. We only have two choices for waste pickup. We have been with American Waste Management for years and due to lack of better alternatives still use them. They have not responded to my missed pickup and never do. They do not issue credits for the missed services. They do not answer the phone or return calls. They do not respond to the emails. Their website is full of complaints and dissatisfaction. They are rated 1 star. Since we and other customers do not have a good alternative, this company knows they do not have to address serious service issues. I do not know if there is a process to have the company investigated and charged fines or something to make sure they are at least refunding money for all the missed pickups and continued to be fined until they improve. Any help would be greatly appreciated.

  Business Response

  Date: 09/07/2023

  Spoke with ****************** and made some need changes to her account. 

• Initial Complaint

  Date:08/24/2023

  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.

  I became a customer on June 14. Chose to go with ********************** due to issues with Waste Management. American has not picked up my recycling twice now. First time in July, second time in August. They are now saying there is a delay and to drag it back out to the road. I am paying for a service to have recycling picked up and they do not do it. The contract is false, this is false advertising, this is lack of services. Why do we have a contractural agreement to pay for a service that is not completed? *********, the Customer Associate, was not helpful and was combative about how long to keep the cans at the road. I am not keeping my trash or recycling out for days on end. I pay for it to be picked up and expect the company do it. Once in a while, delays happen but now American is consistently showing lack of follow through and is unable to provide the service I pay for. I want a refund for my missed pick *** ASAP.

  Business Response

  Date: 09/07/2023

  A phone call was made to customer for more information; there was no answer.

• Initial Complaint

  Date:08/22/2023

  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.

  First, you never get a response from this company or you never get them to pick up their phone; if you leave a message to have them contact you, you get nothing. The problem is with their recycling service. They often never come. There is no way to follow up with them about what happened or when they might actually come for the pick up. I feel that I am being charged for a service I do not consistently get or sometimes never get. Their website and calendar says two different things about every week or every other week for recycling. Since supposedly every week recycling has started, they only come every other week or not at all. Sadly where I live, they are my only choice. I am supposed to get a "neighborhood rate " for their service, but you can never get anyone on the phone to find out if this is happening or to notify them that it should be happening. I believe that I have been being overcharged simply because I can not get in contact with this company. I have clearly lost money in dealing with this company simply because you can not ever contact them and/or get a response or a call back.

  Business Response

  Date: 08/31/2023

  Hello, 

  Our operations team has pulled the Drive Cam/GPS from the truck that services that area and has identified this address has been serviced. It has been identified that the service was complete this week on schedule at 8:49 am. Please attach and videos or photos you may have that goes against our findings. 

• Initial Complaint

  Date:08/22/2023

  Type:Order 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 cancelled my contract with them but they wont come and pickup their can They have set 3 dates with me but never showed up

  Business Response

  Date: 08/30/2023

  ADS apologies for the time it took to recover the bin. Operations has informed us that the bin has been recovered.

  Customer Answer

  Date: 08/30/2023

   
  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:08/20/2023

  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.

  American Disposal has failed to pick up garbage from all of its customers in my neighborhood for about 2 weeks now. Its getting smelly to say the least. I have tried calling the office and it goes unanswered or it just hangs up no matter what choice you pick for your call to be directed. I have sent emails and used the ** chat from their website but have yet to receive anything back. The company sent out numerous emails about the scheduled pick up day changing and as soon as that day came nothing happened. Im sick of it. This is ridiculous and if they have a labor shortage or whatever is happening the company should at the very least just let its customers know something, anything!!?!?

  Business Response

  Date: 08/24/2023

  We apologize that you haven't been able to get through the phone lines. A phone call was made to 8/24/2023 to gather more information. Our operations team is investigating the no service for 2 weeks complaint. Please contact me at the number provided on your voicemail.

• Initial Complaint

  Date:08/18/2023

  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.

  After many disappointments of American Disposal not picking up trash and recycling on schedule we decided to switch to a more reliable trash service. When we cancelled American Disposal Services we were told to leave the bins at the curb for pickup. After weeks of leaving them out and multiple calls to schedule and reschedule (according to American Disposal) a pickup we still have not had the bins removed. After complaints from neighbors we removed the bins from the curb after months of waiting. Utterly disgraceful service.

  Business Response

  Date: 08/18/2023

  This account closed in 2022 and ADS has tried to retrieve bins 9/6/2022 @1:50 pm with a response from driver that cans were not out. I will get with our operations supervisors to see when we can get bins picked-up. I will give a call once I have an update.