Complaints

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:08/16/2023

  Type:Sales and Advertising 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.

  Deceptive pricing given over the phone and additional fees, time estimates and truck estimates. 1-800-GotJunk is certainly able to provide an accurate assessment and estimate of truck capacity closer than 4 additional truck loads.I am willing to pay a fair price, but not a price that is almost 10 time the original.

  Business Response

  Date: 08/21/2023

  August 21, 2023

  On the original booking call, our agents explained to ************ how the service works, and provided her with example price points, which they clearly explained was not an estimate. It is not possible for our agents to give estimates over the phone without us first seeing the items in person. We then booked the service at Ms. ***** requested time, and upon arrival, our team gave ************ a free, no obligation, up-front estimate. ************ was informed of how our volume pricing works, that she would only pay for the space her items take up in our truck, and was given an initial estimate of 4 to 5 trucks with a labor cost of $75 per man, which she approved the increase.

  We train our professionals to always provide pricing up front before the job begins, but never do we give a set price, as our estimates are dependent on time and space, which is variable in larger jobs, which we made very clear to ************. She even asked that we send additional help to cut down on the time it would take for us to complete the job, which we did.
  
  Once our professionals realized that this would require additional truckloads to complete than was originally estimated, they informed ************, and she agreed to the increase.
  
  At the conclusion of the service, ************ provided her signature (accepting our terms and charges) payment and gave a generous tip.
  
  We communicated clearly throughout the process and acted with a high degree of professionalism, our charges were explained clearly, and we received approval from the customer for all the work that was done.

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20478097
  
  I am rejecting this response because: the estimate increased slowly throughout the day, both in time and in number of trucks.  I did sign my name to the charges and gave a tip, but the more I thought about the total and the way it came about, I am certain it was not reasonable and a definite, planned business tactic.  ** international company should be able to provide a close estimate on removing furniture and junk based on size of the property.   I am disputing the slow climb to the eventual outcome of over 6 trucks and 7 hours of labor for 4 people.  Not to mention that on my original call, labor charges were never mentioned.  *********** hides the facts upfront and waits until you have a scheduled time to inform you of labor charges,  etc.  The example of completely cleaning out a 2 bedroom, 2 bath condo, including the cabinets with a normal amount of furniture, etc. started at 2 or 3 trucks.  It would have been reasonable to go to 4 trucks, but to be off by 3 or 4 trucks is not only unacceptable, it is unbelievable and the reason I am disputing the charge. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/03/2023

  Thank you for your response. As mentioned earlier, we feel that we have thoroughly clarified our standpoint. To summarize, our team provided an initial estimate, obtained approval, and maintained transparent communication throughout the entire process. When it became evident that the volume would exceed the original estimate, we communicated this and received approval to continue. Upon completion, our team received a signed acceptance of our rates and terms of service, along with a generous tip from *************
  
  
  Because customer satisfaction is paramount to us, we would like to extend a one-time credit of $300 as a gesture of goodwill. We appreciate your time and eagerly await your response.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20478097
  
  I am rejecting this response because: while I appreciate your offer of a $300 discount, I would counter with a $750 discount.  Please let me know if this is acceptable to you.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/13/2023

  ************, we appreciate you for working with us to find a fair resolution. Although we are not able to approve the full amount requested, we would like to offer the maximum amount we are able to, which is $500. We appreciate your cooperation and look forward to your response on this final offer.

  
  

  Customer Answer

  Date: 09/13/2023

   
  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:05/14/2023

  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 March 21, 2023, a couple ****-GOT-JUNK employees came out to the location of pickup (*******************************************************************) and picked up a ********************* Bed Frame and King ********* I was ensured 2-3 times by 1-800-GOT-JUNK that my items would be donated and I would receive a receipt for tax purposes. I sent an email April 5, 2023 with the subject line "JOB ID :********" inquiring where my donation was. It took me calling 1-800-GOT-JUNK on March 10, 2023 to be told I should have handled it earlier because they don't keep record after 1 week. This information is not listed on their website in any tab including "About **", "Pricing", or "FAQ". Neither is this information in any document I have read per their website. I tried to contact 1-800-GOT-JUNK via email on April 5, 2023 ************************************** and May 10, 2023 via phoen call at 10:13am PST (1:13pm EST) regarding this situation. I am requesting a receipt for tax purposes, or the market price of my ********************* Bed and King ******** being these items were donations, but somehow I can't get information on where they are nor a tax receipt for my donation. If 1-800-GOT-JUNK does not have or cannot provide some kind of receipt being that I paid to have these items specifically donated, I would like to be paid the market price of my ********************* Bed Frame and King ********* I have a receipt for both if proof is needed. Please note I moved from ******* to **********, which is why I was donating my items. The service I received was in *******, GEORGIA.

  Business Response

  Date: 05/24/2023

  Hello, 

  We have made contact with client regarding this claim and have had conversation. We have provided a donation receipt to the client to resolve this matter. 

• Initial Complaint

  Date:10/31/2022

  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.

  On October 27,2022 the company showed up at my residence. They loaded the bed and mattress onto their truck before giving me a price. I asked them for a quote beforehand and they stated they stated that they had to see how much space it takes on the truck(however, this was not what the representative stated on the phone. She stated they would give me quote before loading it on the truck). After they loaded it on the truck, they stated ******. I stated that this was too much and they stated they would have to charge me to take it off. I stated that the policy was you would give me quote before loading it up according to the representative. The people who came stated it was incorrect. I complained but no resolution

  Business Response

  Date: 11/02/2022

  Our entire pricing structure is built around upfront, NO OBLIGATION, pricing.  We give a free, no obligation quote.  If the customer agrees to the estimate, we then perform the service.  I do not think the customer would have let the team (which included an onsite field supervisor) into his home to remove the items and load them into our truck.  **************** was given the upfront price by our field supervisor, *******************, on 10/27.  The customer agreed, we loaded the items as commisioned by the customer.  After the service was fulfilled, the customer paid the truck team the agreed upon price.  No issues were ever communicated with our field supervisor while he was on site.  I personally reached out to **************** on 10/28, after he contacted our customer service department with a different story than what was detailed here (where he stated he was given an upfront price range).  He never responded to my email.  I believe we could have already come to a resolution if he will respond to our communications. 

• Initial Complaint

  Date:06/22/2022

  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.

  On April 12, 2022, I hired 1-800-Got-Junk to remove some furniture from my home. The agreed-upon price was $200, which I paid. After the furniture removal, the workmen picked up my very expensive custom-made marble coffee table to put it back into place. One of the workmen tripped and dropped the table and broke it. They were extremely apologetic and assured me their company was fully insured and the table would be replaced. Over two months have now passed. The company has done nothing to either replace the coffee table or to reimburse me for the $1500 that it cost. In fact, they will not even take my telephone calls or respond to my texts. I have been unable to ascertain the address of their corporate office to seek help or even the name of their insurance company to determine (a) if the purported insurance company exists and (b) if my claim has been reported. I only have a contact name and telephone of the on-site supervisor, which is: *******************, ************. Unfortunately, I'm not certain which office ************ operates out of. I did take a photo of the broken table before they took it away, which the workmen said was "for insurance purposes." Please help me.