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:05/07/2025

  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.

  Date of transaction: 4/16/2025 Paid $410.00 for swap out of previous dumpster.Poor customer service ( no notification) of any problems with delivery of new dumpster)Service representative agreed that service was subpar.I canceled delivery of new dumpster.Agreed to charge me $125.00 for problem with delivery and refund me $285.00 Yet to receive refund and have further not authorized charges on credit card.Cease and desist with any further fraudulent charges.

  Business Response

  Date: 05/08/2025

  Recieved a 20-yard delivery on 3/31, then requested a swap on 4/15.The dumpster was severely overloaded, so he was trip charged. I'm guessing he decided to change the swap to a final once he found out about the trip fee. The customer was made aware of tonnage, renal and trip fee the day he ordered the dumpster.  He didn't agree with the trip fee so ***** sent him this picture of the overloaded can on 4/22.  He's not owed a refund due to him having to pay the trip fee,rental and tonnage for the dumpster. 

• Initial Complaint

  Date:04/30/2025

  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.

  Arrow bought out Clean Earth Sanitation in September 2024. We were not notified of the buyout until our first bill came from Arrow Waste in March 2025. At that time Arrow had increased our quarterly rate without any notification. At that time I called to find out why we were not notified of the increased rate and was told that they couldn't help that Clean Earth did not tell me, but Clean Earth is not who increased my rate, they did that. I asked if they would honor the rate I had been paying for the past 3 years and that request was denied. I paid for the current quarter (April-June). At the time they were the only company that serviced my area. Recently a new company has started in ************ and I plan to switch my service to them. I called Arrow to see how to cancel and if I would be refunded for the services not used, since I was paid up to June 1st. They told me that no refund would be given due to their policy. I have never received a copy of any policy or agreement from them since the buyout. If you are forced to pay for service prior to use, then a refund should be issued for service not used in the period.

• Initial Complaint

  Date:04/24/2025

  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.

  To Whom It May Concern Arrow Waste ********************************************* Subject: Urgent Matter Property Damage Involving Route 35 Driver MAY GOD BLESS YOUR HANDS MIGHTILY IN ***** MIGHTY NAME! I am writing to formally report an urgent matter involving one of your drivers ******, on Route 35. Earlier today, between 11:00 AM and 3:00 PM, while servicing my neighbors residence, the driver struck and damaged my mailbox. This incident requires immediate attention and resolution.I contacted your office at ************** and was informed that customer service does not have access to upper management, and that all concerns must be submitted via email to ******************************** I was also told that emails may take several days to receive a response.Unfortunately, time is of the essence. I live in a subdivision governed by strict bylaws, and I face penalties for any noncomplianceincluding damaged or missing mailboxes. This is not just a matter of property damage but one that could result in formal citations if not addressed *********** information has already been provided to customer care, and I have submitted an email as instructed. MY INFORMATION IS BELOW AS WELL. PICTURES ARE ATTACHED. However, I am respectfully requesting that someone from management contact me directly by phone at your earliest convenience to ensure this matter is handled without delay.Thank you for your immediate attention.Sincerely,Divine Forever ********* ************************************* ********** ***************** May your hands be blessed and guided with wisdom in all your work.

  Business Response

  Date: 04/28/2025

  Thank you for the message.  We apologize for the issues with communication.  Our Safety Manager will be reaching out this week to resolve.

• Initial Complaint

  Date:09/24/2024

  Type:Customer Service 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.

  My trash can was thrown into the driveway by the hauler and the can was broken. I have a large household and no where to put my trash. The manager whom I spoke who wouldnt give her name told me they have no availability to give me a new can anytime soon and to just out my trash on the street. You cant put garbage on the street, its a health and safety issue. They will not take their can if I put trash in it nor will they replace it. What am I supposed to do? Im not the one who broke it. I also dont wanna be billed for service in not receiving. They will not remedy this.

• Initial Complaint

  Date:09/17/2024

  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.

  Arrow Waste acquired our previous trash company, *******. After the acquisition, they changed our monthly charge from $28/month to $36/month, without any written notice. They also changed our billing cycle from monthly to quarterly, again without any written notice. I called them on 9/6 to cancel our service, after seeing the bill increase. They charged me that same day, 9/6, for 3 months of service, Sept-Nov. So we've been charged for three months of service that we are not getting. They refuse to refund or prorate the charge, saying it's their policy that we have to pay for the full quarter because we were 6 days into the quarter. That policy is listed nowhere on their website, and we have no gotten any written correspondences from them about billing cycles or policies since their acquisition of *******. Uploading proof that I called them on 9/6 to cancel, as they never gave me any sort of confirmation of my cancellation.

• Initial Complaint

  Date:07/25/2024

  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.

  We were former BGreen customers, which ******************** apparently bought out without notifying us.On June 19th 2024, Arrow told my wife during pickup that we didn't have an account despite the fact that our payments continue to go through with no issue. This was our first contact with anyone from Arrow Waste.I called on June 25th to straighten out our account and was assured that everything was fine.On July 3rd they took the BGreen trash bin during the trash pickup.I called on July 8th and was assured that a new bin would be delivered shortly. Arrow instructed me to just leave the trash bags on the curb for pickup. I was also told that a supervisor would call me back, which never happened.As of today, July 25th, we still don't have a trash bin, and Arrow left 2 trash bags on the curb during the July 24th pickup.I called today to demand a refund for failure to provide service (no trash ************** left on the curb). On the first call I was put on hold waiting to speak to a supervisor and was hung up on after 13 minutes and 25 seconds. The second call was just short of 8 minutes, most of which was spent on hold. The supervisor acted as if we were getting a benefit because Arrow would deliver a new bin "for free". I told her that I expected the new bin and a refund for the reasons stated. She claimed she would have to leave that decision to her supervisor, and that her supervisor was in a meeting and would call me back "hopefully today".

  Business Response

  Date: 10/30/2024

  Payment was not made to account.  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22042223
  
  I am rejecting this response because:

  Arrow is lying. My account has been paid quarterly since it started with *******

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

• Initial Complaint

  Date:07/08/2024

  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 February 2 of 2023, I paid the full invoice amount of $62 for the upcoming quarter of trash pick up via debit. Because the account was accidentally set to auto-pay, the full amount was deducted again from my account on 2/11/2023. The company does not have an online portal where you can adjust your auto-pay details, so the full amount of $62 continued to be deducted by the company from my account every quarter and I continued to have a negative $62 balance. When the time came for me to cancel my services, Arrow Waste insists that they do not provide refunds. I have continued to reiterate that this is NOT a prorated refund for services provided, this was an accidental double payment that they have no right to keep because I did not pay for any services with that money. I am fully paid up on ALL services charged by them, but they are refusing to refund the negative balance. In all honesty, the company should never have continued to charge me in full while my account had a negative balance, but the least they can do is refund the extra money as it is not theirs.

• Initial Complaint

  Date:07/03/2024

  Type:Product 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.

  I was a B-Green customer that paid for three months in advance. I paid this in good faith assuming I would not get charged for services I did not receive. There was no documentation that represented that if you stopped your service that a refund for the services not received would not be refunded. I have cancelled my service 1 month into a 3 month prepaid cycle. I am due ***** refund for services not received for the last 2 months. Arrow is telling me they wont refund this payment. My suggestion to anyone using B-Green/Arrow Waste service is to either choose another provider or only pay for 1 month at a time since Arrow cannot be trusted to act in good faith

• Initial Complaint

  Date:07/02/2024

  Type:Order 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.

  I live in *************** Condo at ********************************************************. Arrow collects the garbage from our building and that of a restaurant also in the building. On a regular basis, despite the company being told not to do so since it violates the City of ******* and *************** bylaws per noise ordinance, Arrow comes at 6 AM to collect garbage. It wakes up me and my neighbors. Arrow refuses to assist and care. This must stop. They do not have permission to do this, and they will be terminated by the condo board and reported to APB unless this stops immediately. They won't cooperate. Hence this complaint.

• Initial Complaint

  Date:05/23/2024

  Type:Product 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.

  B Green was acquired by Arrow Waste and took over the customer obligations. I had paid for services one year in advance and upon moving from my home in ********, ** requested to close my account and receive a refund for the remaining 3 months I had paid. Refunds were refused because their 'system' did not allow at this time, but was told in the next few weeks for NEW customers that function would be in place. Any company that pays bills has an accounts payable department and the ability to pay customers as well as vendors. This is straight up theft.