Complaints

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• Initial Complaint

  Date:08/11/2023

  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.

  On 08/10/23, I noted that the trash was still not picked up so I called Illini Recycling and spoke with *****. ***** voiced that the Sanitation Worker had skipped my trash because there was yard waste in it. I was shocked because I didn’t realize this would be an issue. ***** informed me that it was illegal to do so. I apologized and voiced that this is the first time I am hearing that it was illegal to put any yard waste whatsoever in the trash. I asked if they would be able to come back out again today to pick up the trash, she stated that they would be able to come back out the next day but it would be a $10 charge, which I gladly paid and agreed to.
  
  On 8/11/23 I walked out and took the pile of weeds out of my trash and sat it next to the trash bin to ensure that they realized that I had taken it out of the trash. However, at about 1:15pm I realized the trash had not been picked up. I gave a call to Illini Recycling and spoke with ***** again, and explained I took the weeds out and put them next to the bin and I was told after checking with the Sanitation Worker that it was refused because it had leaves in it, which was a hand full of leaves that had fallen off the weeds.
  
  The main issue is that their website does not mention anything about it being illegal to put weeds or yard waste of any kind in the trash bin, not even on the page where they advertise their yard waste service or the Frequently Asked Questions. Additionally, there is not indication that they will skip your service for having such materials in your trash bin on their website. For a person who does not work in the sanitation industry this is not common knowledge. I signed up for their service online, and I reviewed their website before doing so. Had their website mentioned this information, then I would have been aware of it and their response to the situation would have been warranted. I would like for them to update their website, refund my money, and pick up my trash.

  Business Response

  Date: 08/17/2023

  On 8/9/23 the regularly scheduled pick up for **** ** ****** did not occur due to the presence of yard waste in the
  container as noted by the driver. Yes, Mr. ******* called on 8/10/23 and
  was advised of the State law prohibiting yard waste to be mixed with
  trash and he said he would remove the yard waste to arrange for a pick up
  on 8/11/23.
  
  The
  driver came to perform that return pick up at 3:57am on 8/11/23
  according to our GPS records. Mr. ******* stated in his complaint that
  he didn’t go out to remove the yard waste until the morning of 8/11,
  which means the truck had already been through to pick it up before he
  removed it. Which makes the return driver’s statement that the container
  contained yard waste an accurate statement since he admits nothing had
  changed about the condition of the toter between pick up on 8/9 and that
  point in time. The original driver and the return driver were 2
  completely different people that both noted the same thing, because the
  condition of the toter was by Mr. ******** own admission, the same at
  both points in time.
  
  Mr.
  ******* was not actually charged anything for that return pick up, even
  though he arranged for it and the driver did do his part to complete
  it, so there would be nothing to refund. Since the yard waste was removed
  later in the day on 8/11 apparently it was not in the container and the
  regular pick up occurred on 8/16/23.
  
  Regarding
  his assertion that our website doesn’t specify you can’t put yard waste
  in the garbage, technically it does not specifically state it is illegal
  in the State of Illinois. The exact wording on the FAQ page is : Q: Do you pick up yard waste or tree trimmings?
  A:
  We offer a separate yard waste collection using a sticker system.
  Stickers can be purchased from our office or requested online for $3.00
  each. For more information and to request yard waste stickers online
  visit the following link: **********************************************************
  
  Our
  website also does not state that electronics are illegal or hazardous
  waste is illegal or that tires or motor oil cannot go in the garbage. As
  a resident in any state, it is the homeowners responsibility to
  understand the laws. As the saying goes, ignorance of the law is not a
  defense for breaking it. Regarding yard waste specifically, there is
  already a question about if we pick it up and the very specific answer
  is that it is a SEPARATE pick up, which in itself implies it is not
  allowed to be placed with either the garbage or the recycling.
  
  Mr.
  ******** desired settlements of a refund, updating of our website and
  collection of his trash are unrealistic as he was not charged for the
  return pick up, even though we did our part to try to complete it, the
  language on our website has been sufficient for decades for people to
  understand the collection is separate and his garbage has already been
  picked up since the date of the complaint.

  Customer Answer

  Date: 08/28/2023

   I am rejecting this response because:
  
  
  It is completely within their scope of practice to update their website to ensure that customers are aware that they should not mix yard waste with trash, it will provide a better customer experience. There is another sanitation business in town that does it therefore it is a clearly reasonable request that can be done to ensure that customers have a good experience, and to close gaps in understanding of what is/isn’t allowed. This should especially be done because it clearly causes them issues with the land fill and the customer missed trash pickup. 
  

  It’s as simple as adding one more question/answer to their websites FAQ page stating that:

  “Question: Can I put yard waste in my trash/recycling tote?”
  “Answer: No, it is against Illinois law (cite law) to place yard waste in any of the totes. Please see our yard waste services.”