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.

close

Find a Location

American Disposal Services has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/15/2023

  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 just paid for my service for 3 months but they haven't picked up in 2 weeks. All of my neighbors use their service and all their garbage hasn't been picked up either. I want a refund so I can use another service . But I want my garbage picked up first

  Business Response

  Date: 08/18/2023

  Phone call was made to customer to verify service.

• Initial Complaint

  Date:08/14/2023

  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 have tried multpile times now to speak with a live person ( that wont hang up on me before the call is completed) to help me understand why my trash can not be picked up on the pick up day of Tuesday. This most recent time no one ever came for the entire week. No supervisor called me back and not effort was made to pick up my trash. This is unacceptable and I expect a supervisor to address this and correct this where is does not happen again. For the safety of my family I can not leave a trash can out for days. It looks like no one is home and could lead to a break in or worse.I pay for a Tuesday pick up and expect a Tuesday pick up.For the 2 times you missed the pick up since you changed from Monday, I expect a refund for those two weeks. I look forward to a supervisor calling me to discuss next steps.

  Business Response

  Date: 08/18/2023

  I have received a response that this account was serviced. Please confirm.

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20466277
  
  I am rejecting this response because: Hello Yes the trash was picked up. I have had the pleasure of speaking with two representatives but have not received formal communication on the credit to my account. Was told someone from the billing department would reach out. Once that is received, I will approve closing this case.

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

  Business Response

  Date: 08/18/2023

  I have tried to reach out to the customer multiple times to discuss the credit to be applied to the account. The customer pays per Qtr we will take the service price /3 = monthly charge; we will then take the monthly charge and divide it by 4 this will give us the amount per week. ADS will then provide a credit for 2 weeks. 

  Customer Answer

  Date: 08/18/2023

   
  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. Thank you I just received the first voicemail about the credit to my account. Thank you for the 2 weeks credit.

  Have a great day
  

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

• Initial Complaint

  Date:08/14/2023

  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 is not collecting my trash/recycle on scheduled days. They continue to raise prices and when we pay our bill they do not pick on scheduled day. They changed pick up day for recycling and my new day was supposed to start on 08/04/23, and my bin is still sitting at the top of the street, completely full. Have tried using their online customer service and no response. Rarely can get anyone to answer the phone, place on hold 30+ minutes and no one picks up.

  Business Response

  Date: 08/16/2023

  It was a pleasure speaking with you **********************. Thank you for confirming that you were serviced on yesterday. ADS apologizes again for any inconvenience. We are happy that we were able to get this reconciled.  

• Initial Complaint

  Date:08/09/2023

  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.

  This company refuses to close my account or pick up their equipment after numerous contacts with them by telephone and email. I do no owe them any money but continue to get a bill from them for $10 which i do not owe or have paid, However they continue to send me a bill. It never increases even though i never pay it. I have requested they pick up there equipment and on several occasions and have place it on the street curb as requested but they have not picked it up as they agreed to do. My account with them should have been closed many months ago but for some reason they refuse to close it. My account number is ***********

  Business Response

  Date: 08/09/2023

  ADS apologizes for any inconvenience in service. We reviewed your account and the account is inactive. It looks as if you are being billed a $10.00 late fee from an invoice in 11/2022 that was paid on 12/15/2022. When statements are not paid within the 30 day time frame late fees occur. I will have someone looking into picking up the can and will send a email with confirmation. Attached are the invoices. 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20445078
  
  I am rejecting this response because: The business did not address whether or not i will hear from them again or if i will continue to receive the payment notices.  They have been sending the same invoice to me for over a year and have ignored by attempts to contact them.  the only way i will accept their response is if they commit in writing to discontinue all communications with me, close by account and pick up their equipment.  I cannot believe they have been harrassing me this long over a $10 supposed charge and have made no attempt to contact me or respond to my efforts.  Again, i will only withdraw my complaint if they agree in writing to discontinue billing me for a charge that i do not owe and to also pick up their equipment.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/10/2023

  An email was sent to you regarding your account @ ******************. on 8/9/2023. Please have your bins curbside I have spoke  with an operations supervisor to have them picked up. This will be the third attempt-If the can is not out we ask that you bring them to the site. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20445078
  
  I am rejecting this response because: I received a telephone call today which i was unaware of until i returned home.  The call stated that the company tried to retrieve the bin but it was not out.  First, i did not know anyone was coming to pick the bin up.  They said they sent an email yesterday advising me they were coming today.  I never got the email because they used an old email address. They did not call me today on the number i had previously provided, or if they did i was not available to answer the call. Therefore i had no previous notice that i received that anyone was coming to pick up the bin.  they message i received stated i would have to bring the bin in myself. I had to wait for 30 minutes before i could talk to anyone when i called back.  The person i spoke with could only read from a script that they had made three previous attempts to pick up the bin so i would have to now bring it in but they would not come pick it up.  I stated to her that i wanted a message in writing that the account was closed, and that they were giving up all rights to the bin by not coming to pick it up.  She agreed that was the case but when i got the email it only said then account was closed with a zero balance and that they had "tried three times to pick up the bin and would not try again"  This is not satisfactory, i want the company's assurance that they do not want the bin returned to them.  When that is received i will withdraw my complaint, not before.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/08/2023

  Type:Customer Service 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.

  August 8, 2023,Ive been a customer for several years and the most consistent thing about this business is their ability to miss pickups, often several times per month if not a near weekly occurrence. Some may consider this a breach of agreement.Today I walked outside surprised to find that American Disposal hadnt missed our pickup. More to my surprise I learned that whomever worked our lane this week decided to throw away our reusable lawn debris containers along with the contents. They damaged these before requiring replacement. Sometimes you have to take it on the chin. Today, they were just tossed out. At $50/per container. I called the customer service line this morning to address the issue, but the recording automatically hung up on me multiple times. Additionally, there is no published email address to correspond with either. Pun intended, this company is trash. I would like to see a check reimbursing the cost of my containers within the next 14 days.and no I dont care if your accounting department only cuts checks on whatever dayyou created the problem, figure it out.

  Business Response

  Date: 08/10/2023

  Hello, 

  Our Operations Supervisor purchased replacements bags on 8/10/2023 and they were turned down. We were provided a link to order them and will return the one's purchased today. The reusable debris bags will be delivered to the customer's home. 

• Initial Complaint

  Date:08/07/2023

  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.

  I have made literally 15 attempts to cancel my service with American Disposal Services, each of which is clearly and irrefutably documented by the attached e-mails, screen shots, and call logs. Every attempt to cancel my service has been deliberately obstructed or ignored, as follows. I initially attempted to cancel my service through a "General Inquiry" link on the American Disposal site. While American Disposal acknowledged receipt of my request they ignored it. Further, American Disposal makes it virtually impossible to cancel one's service online. Their web site has several links by which one can upgrade, modify or request other service accommodations. But when one clicks the link "cancel service" the customer is instructed to call their office at **************.This is actually a deliberate ploy to obstruct the cancellation of one's service. If you refer to the screen shot from my phone you will see that between July 28th and August 2nd I made seven (!!!) calls to American Disposal to cancel my service per their own instructions. In each and every case, not only were the calls not answered by a customer representative, but I was not given the option to leave a voice mail, nor was I afforded the opportunity to wait on hold to speak to a customer representative. Again, this is a deliberate obstructive tactic.Similarly, my several attempts to contact American Disposal by e-mail were also ignored. You can refer to the accompanying documentation for proof. Having made no progress by phone, e-mail, and direct messaging through the American Disposal web site, I attempted to cancel my service through Waste Connections, the company that bought American Disposal in 2018. Between August 2nd and August 3rd I called Waste Connections three times with no success. I am demanding that American Disposal cancel my service immediately and make arrangements to retrieve their trash bin. One should not have to go to such extraordinary lengths as I have documented here.

  Business Response

  Date: 08/10/2023

  ADS apologizes for any inconvenience you have received with cancelling your service. On all billing statements it does state that accounts require a 14 day cancellation notice. This helps us to be sure we can empty the bin and also pick up the bin on a scheduled event. After review of your account I do show the account is set to cancel on 8/11/2023. Our office works diligently as possible to work emails and answer calls. Our office has a high call volume and we apologize if you were kicked out of the queue by the system. 

  Customer Answer

  Date: 08/17/2023

  Complaint: 20433068
  
  I am rejecting this response because:
  
  American Disposal Services does not refute or deny any of the well-documented allegations, assertions and facts of my initial complaint. By their silence on these matters, they have ratified and accepted every assertion as factually true and verifiable. Instead, American Disposal Services attempts to reframe my complaint to one of cancellation "policy" rather than cancellation "process." My complaint to BBB is in reference to American Disposal's continuous obstruction of my cancellation attempts. Specifically, each of my ************************************************************ ignored, as extensively documented previously.
  
  American Disposal's "apology" is meaningless and without merit. Again, their cancellation "policy" is not at issue. Similarly, their empty claim that their "office works diligently as possible to work emails and answer calls" is clearly and unambiguously refuted by the documentation and other evidence I previously submitted. And their flimsy excuse that their "office has a high call volume and we apologize if you were kicked out of the queue by the system" is insupportable in any and every aspect. It is by design, not accident, that one can not leave a message, that one can not wait on hold, and that one can not cancel service through a link on their website. Further, if their "office has a high call volume" then the simple solution is to hire more operators. 
  
  As of this writing I have no explicit confirmation that American Disposal Services has, in fact, cancelled my service. Needless to say, it's difficult if not impossible to accept any assertion American Disposal might make, given their history of obstruction and empty promises, the most recent of which is described and documented immediately following. Today is August 16th. My service was to have been cancelled on August 11th, five days ago. Worse, if that's possible, American Disposal Services has now reneged on their commitment to retrieve their trash bin. 
  
  In this regard, I made sure to put the empty bin out for collection the evening before their designated retrieval date. As you can see from the attached photos, my bin and my neighbor's were awaiting pickup this morning. (Note that one of my neighbor's bins is overstuffed so that the lid doesn't close. This clearly proves my trash bin was where it was supposed to be, when it was supposed to be there.) By 5:00 p.m. you can see my neighbor had taken his emptied bins in from the curb, but mine is still awaiting retrieval. Further on this point, American Disposal vehicles were on my street twice today the regular trash pickup and the recycle pickup. I spoke directly with both drivers, asking when my trash bin would be removed. Neither of them knew anything about it. 
  
  The facts are clear and unambiguous. Not only did American Disposal continuously obstruct my many attempts to cancel my service, but they even reneged on their own commitment to retrieve their trash bin on the very day they specified. My demand is to receive a formal, written cancellation notice and for American Disposal Services to immediately remove their trash bin from my property.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/17/2023

  A phone call was made to **************** today providing information that his account is closed and if there is a credit on the account it will pull in system 9/1/2023 and we will begin the processing of the refund. However, Refunds that are being distributed by check takes up to 6-8 weeks to process; it could be sooner. I spoke with our operations supervisor to have the bin picked up today requesting **************** to have the bin set up curbside. ADS takes full responsibility for miss pickups working hard to review accounts and give credits where we can if our company is noticed or it has been identified by our drive cam. ADS is not ignoring call or emails deliberately we are experiencing high call volumes at this time and responding to emails as quickly possible. Our company recently did a reroute to make the experience better for the customers. 

  I understand how this can be frustrating to the customers and will work diligently in providing the best service and information as possible

  Thanks 

• Initial Complaint

  Date:08/05/2023

  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.

  I canceled American Disposal for multiple missed pickups and have been requesting for weeks that they pick up their garbage can. Every time I call, when they answer which is rare, they assure me my can will be picked up the next day and they never show up.

  Business Response

  Date: 08/07/2023

  **************, 

  ADS apologizes for any service issues that you may have encountered. Our system shows there was an attempt to pickup can on 7/25/2023; the can was not out and was rescheduled for 8/2/2023. Our apologies on the delay; I have escalated this issue to our dispatch and operations team for review. 

• Initial Complaint

  Date:08/04/2023

  Type:Customer Service 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 consistently misses their pick *** and fails to provide a decent service per their agreement. They do not respond to emails on complaints. Tried to call them at ************ to cancel service and the system just hangs up on you. I tried calling back four times and every single time it hangs up. I also called ************ and it ends ** in the same loop. I am pretty sure Amazon has a class action against them for making it near impossible to cancel service.

  Business Response

  Date: 08/07/2023

  Hello Valued Customer, 

  ADS apologizes that you haven't been able to get through to us by phone. Our call volume is high at the moment and the queue is full. I will contact you in a few to work on canceling your account effective 8/7/2023.

• Initial Complaint

  Date:08/02/2023

  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.

  On August 1, 2023, American Disposal applied a Rate Increase to my account for period of 8/1 - 10/1.. The complaint is I had already paid this same quarter IN FULL on May 5, 2023. They sent me a bill for $10.24 for the increase rate balance. This is WRONG. They should not be allowed to apply a rate increase on a bill ******* Paid In Full. I want a REFUND of $10.24. I do not want a credit, because I have proceesed a Cancelation of Service. Effective October 31, 2023.

  Business Response

  Date: 08/08/2023

  Thank you ******************** for speaking with me today. All updates that we discussed have been updated and thank you for being a loyal customer of ADS.

  Customer Answer

  Date: 08/08/2023

   
  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:08/02/2023

  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.

  Our trash has not been picked up in almost a month. Our trash hasnt been picked up AND our whole street hasnt been picked up. Except 1 neighbor was able to get through to them and they picked JUST HIS TRASH UP!!!!! The whole street is still lined with trash. When you call to complain it says sorry were busy and then it hangs up on you. Ridiculous!!!! Im so angry!!!! Please help get through to them & get their license taken away. We used them at our old neighborhood and it was the same story. We hoped it would be different this time!

  Business Response

  Date: 08/08/2023

  ADS apologizes for any inconvenience with our service. Our system shows this account to be an inactive account as of 12/17/2022. I will have the Manager from our CSR department connect with you.