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:07/31/2023

  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.

  *** has failed to pick up trash for 2 weeks. 7/31 & 7/24. Have made multiple efforts online, chat bot, and CS telephone have received no response. Multiple calls to speak with *** result simply in *** dropping call. ***site is changing pickup dates on the fly. Their recent 7/16 route revision implementation is a total disaster. Keep your apologies, do your job and credit my account for the 2 weeks missed + $10 for Cobb County landfill charge I incurred for taking my trash to the dump. Finally make sure your drivers know that an Freedom... can in an American Waste bin and should be picked up.

  Business Response

  Date: 08/01/2023

  Our apologies for any service issues you maybe having with us at this time; however we our working consistently to satisfy our customers the best way possible. The call volume is extremely high in the office at the moment. Emails, text messages and mailers were sent to all residential customers prior to the change. I am unable to pull this account with the information provided. Please provide your account number and the landfill ticket for ********************** of your waste.

• Initial Complaint

  Date:07/31/2023

  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.

  As of today, July 31st, it has been nearly a MONTH since they have picked up trash. My entire neighborhood in swimming in trash. This is a potential risk at this point. Risk to **************, animals etc. When I call I get put on hold for ever and no one responds. My neighbor has been calling and finally got ahold of someone who said we would be getting serviced but it still has yet to happen. I don't want to hear the same old song of "we changed our routes to better service you and we sent out communication via text, email, flyers" BLAH BLAH BLAH. None of that matters at this point because you are not servicing on the dates you even changed them too. I demand my trash be picked up ASAP, a refund for the last month and I want my service canceled effective 8/11 ! I am going with Waste Management.

  Business Response

  Date: 07/31/2023

  Hello,

  I apologize for any inconvenience. Our database shows 3 accounts with the address in your complaint_none are active. I pulled an account with just your name and this account also isn't active as of ***************************************** 2019. Please provide us with an account number in order for us to look deeper into this issue. 

  Customer Answer

  Date: 08/03/2023

  A. This is not accurate! I spoke with them the other day and pull credit card records where they charged me and have been servicing be for TWO YEARS but until 4 weeks ago when they just stopped. The account is under ************************* - ******. I spoke with someone about this last week and she was supposed to call me back and didn't. 

  They missed trash again this week for the entire neighborhood! I tried calling and they do not answer. I've tried emailing as they say and I get a response that says in order to cancel please call us. I'm at a loss for what to do at this point. 

   

  Business Response

  Date: 08/08/2023

  ADS apologizes for any service issues. Please provide us with an account number in order to assist you. I will send this to our CSR Manager for review. 

• Initial Complaint

  Date:07/28/2023

  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.

  American Disposal has not held up to there end of the service agreement and they refuse to issues credits for services not performed. They have also raised there rates with out giving any notice and will not credit back for services not performed.I have called and spoke to ***** and all she says it is our company policy once we generate an invoice we have no ************* your account

  Business Response

  Date: 07/28/2023

  I apologize for the inconvenience with the service. I have made updates to your account as discussed. 

• Initial Complaint

  Date:07/28/2023

  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.

  Trash has not been picked up in two weeks, rwcekyxke hasnt been kicked up in a month. Ive sent multiple emails, calls to the business unanswered. Ive been charged for services not rendered. Ive filed dispute with my credit card company. Ive finally managed to get someone on the phone to cancel my service. I was informed I will be charged through august 14 of 2023 for failure to privies them with two week notice. Ive been unable to make contact with anyone prior to this after mutinous attempts to cancel my service and I was not given notice that I would just be forgotten about left to deal with a health hazard and charged money for services not provided. This is unacceptable.

  Business Response

  Date: 07/28/2023

  I apologize for any inconvenience; our call volume is high at the moment. We are working hard to answer every call and email that comes through. I will escalate the to the appropriate team to contact you immediately. 

  Customer Answer

  Date: 07/28/2023

  I agree they have a high call volume, most of the time you cant even leave a message, the phone message just will tell you they are experiencing high call volume and the line immediately hangs up. *** also sent emails with no reply , you are unable to cancel services via email according to their website but I sent an email anyway. I would have given the notice they required of me if I could get through. Why do I have to continue to be invoiced because I didnt give notice, how could I have when you cant get through? I am sick and recovering from surgery and now have to expose myself to dangerous waste thats been left in the Georgia heat to rot and draw bugs. Im not the only one, they havent picked up anyone in my neighborhood. 

  Business Response

  Date: 08/07/2023

  **************, 

  ADS is sorry to see you go and we apologize for any service issues. This account has been canceled as of 8/1/2023.

• Initial Complaint

  Date:07/24/2023

  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.

  Consistently fails to pick up trash on scheduled date. Fails to pick up trash after notified of failure. No response from company other than an automated email.

  Business Response

  Date: 07/24/2023

  Thank you for your feedback. I apologize for your experience. I have operations looking into this issue. When emailing us please email ******************************************************** our call volume is very high at the moment due to ADS working on a reroute to better serve our customers. All communication of the reroute was sent by mail, text, and email. 

• Initial Complaint

  Date:07/22/2023

  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.

  Our trash has been sitting at the end of the road since Sunday July 16th, it was missed on Monday July 17th. I've called several times and the representative told me they would be picking it up on Wednesday July 19th but it was never picked up I called back and I was told it would be picked up on Friday July 21st and it still wasn't picked up. This is UNACCEPTABLE we pay them every month.

  Business Response

  Date: 07/24/2023

  Tell us why here...Thank you, ****************** for your response. I am sorry about any inconvenience  this has caused you. I will be sending you an email to receive information on your account for us to review. 

• Initial Complaint

  Date:07/21/2023

  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.

  I had a tree fall on my house back in January. I called to inform American Disposal that I would need my service suspended until such time as I was able to move back in (the only way to contact them is to call and wait anywhere from 10 minutes to hours). I was reassured that I would not be charged.Fast forward 6 months and a collections company based out of ******* has purchased my debt (for services not rendered) and is attempting to collect. I tried numerous times to contact American Disposal and all I have been told is that my account is in collections and I will need to take it up with the collections agency. I have tried to cancel my account to make sure that I will not get another fraudulent attempt at collections in 6 months, and have been told the same thing (your account is in collections talk to the collections agency). Out of the three customer service agents I spoke with only one told me that my account was canceled because it was in collections. I still have no idea if that means its canceled for good or if theyre going to continue to charge **** would like to reiterate that not once since the tree fell on my house have I used trash service as I was not living in the house. Furthermore, I was told that I would not be charged.I detest this company with all my heart. They are scammers and liars. They are not trustworthy.Oh and their trash pickup service sucked and was never on time. Must be the company culture.

  Business Response

  Date: 07/24/2023

  Thank you for providing feedback on this account. We apologize for the high call volumes we experience. This account has been settled to a zero balance and collections has been removed. Please contact us by phone or email if there are any questions ************ or *******************************************************

• Initial Complaint

  Date:07/19/2023

  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 has postponed trash pick up on several occasions, but my grievance is actually due to a couple missed pick **** which includes paying for services that I did not receive. The first time this happened earlier this year I called to report the issue for my entire street, and they picked up the trash 2 days after scheduled. Currently as of 7/19/23, the company has failed to pick up my trash (and again for our entire street) since 7/03/23, which means no service on over 2 weeks. I have reached out to American Disposal every couple of days following their failed pick up on 7/10. On 7/12, they said they would enter a service ticket and would let me know when they will pick it up. I called back 7/14, and they said for sure they would pick up on 7/15, but that did not happen. I called back the following Monday on 7/17, and the rep who answered said she would personally call the route manager and call me back. She never called back. When I called again around 4pm on 7/17, only the automated system now picks up so you cannot hold for assistance. It gave an option for a call back the next day which I requested. I also entered an online request for a call back. No one has called or emailed me to confirm when they will pick up our trash (for our street). I called again on 7/19 after no pick up and opted for a call back again. Ive also submitted two more online requests for a call back. Additionally, this issue has gotten our neighborhood speaking about prices, as were exploring other companies. As such weve discovered that we are all paying vastly different prices for the exact service. One as low as $54/qtr and as high as $130/qtr, with some in between. This is not fair or equitable. For a resolution to the price disparity and the failed services, Im requesting a full refund of my last payment in the amount of $111.25 ( paid 6/2/23). I would also like my trash to be picked up.

  Business Response

  Date: 07/20/2023

  I apologize for this inconvenience and am forwarding this complaint to our operations team to verify why this route was missed. ADS has sent out communication to all customers via mail, text, and email about our reroute. ADS is working on rerouting in order to create a better experience for our customers. Our customer service team is working hard to read and respond to all emails, voice calls, and voicemails received. I will have our customer service team reach out to speak with you about any concerns you may have with rates. We encourage phones calls and emails to provide us with any concerns.  

• Initial Complaint

  Date:07/17/2023

  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 got a piece of mail on Sat 17th stating that my pickup day was changed from Tuesday to Friday. I called to complain my neighbors on Monday the earliest I could have called got their trash picked up, I was told there was an error on the piece of paper given to me.... This means had I not called I would have waited until Friday and put my trash out and not gotten picked up. I want my trash picked up immediately. I don't care about your efforts to do this and that, your company screwed up multiple times and I need trash picked up WEEKLY not WEEK give or take a few days but WEEKLY and it's your job to make this right ASAP. The rep I called gave me some nonsense she would have a supervisor call me back later 22 minutes before your call center closes AKA the next day and then maybe he will ***** me with a pickup on a day he feels is appropriate, no thanks. Pick up my trash tomorrow.

  Business Response

  Date: 07/17/2023

  Good Evening,

  I apologize that you were missed on Monday, July 17, 2023 I understand how frustrating it can be and would like to assure you that ADS is taking steps to resolve any issues. I will reach out to our operations department and have them look into this issue. Thank you for providing feedback on the srvice.

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20334131
  
  I am rejecting this response because:

  
  You sent me a letter telling me my pickup date had changed and put the wrong day on it, but somehow all my neighbors knew the correct pickup date. Ergo you provided me with incorrect information and instead of doing whatever needs to be done to correct the situation it seems you think your going to delay or deny me my pickup. Did I miss something or do we not pay for weekly pickups, meaning you want to take payment for something I did not receive which would be called fraud... While I am trying to run my business which sells to law enforcement, veterans and military and I need regular trash pickups to continue operating. Not really going to accept your BS answer, if you want I can escalate this outside your company.
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/18/2023

  ADS sent out communication by mailers, email, and text messages. I sincerely apologize if you did not receive all communications; I understand the frustration and we are looking to have this rectified as soon as possible. 

  Customer Answer

  Date: 07/18/2023

   
  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.
  

  The issue was resolved and my trach has been picked up.

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

• Initial Complaint

  Date:07/11/2023

  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.

  This company has been completely UNREACHABLE via phone, web, email, etc. My rates increased dramatically over 6 months ago, and I have called repeatedly to discuss, but NO ONE EVER ANSWERS THE ****** I also left a message via their website about a week ago and have heard nothing back. Pre-pandemic, they would actually answer the customer service line and I could discuss and alter the bill. Im not going to pay a company that drastically increases the cost and CANNOT be reached to doscuss.

  Business Response

  Date: 07/18/2023

  Good ******, I apologize for our call wait times our phones have been busy. I was able to locate the email sent 7/7/2023 our customer service team is working diligently on responding to the emails received. I am sorry I missed you, I tried to reach out by phone this morning to discuss. Please give us a call back at ************ or send an email with your concerns to *******************************************************