Complaints

This profile includes complaints for Groot Recycling & Waste Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Groot Recycling & Waste Services, Inc.

  2500 Landmeier Rd Elk Grove Village, IL 60007-2627

  
• 

  Groot Recycling & Waste Services, Inc.

  1759 Elmhurst Rd Elk Grove Village, IL 60007-5924

  

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:07/08/2025

  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 been arguing with these people since Saturday July 5th 2025 . My services were suspended due to none payment on June 28th, 2025 . I paid $119.65 on June 30th, 2025 . They tried to charge me on July 1st 2025 the same amount . I logged in and made sure I had a zero dollar balance . On July 5th , no one came to get my garbage . I reached out and was told I did not pay my balance and that the payment from July 1st was returned . I advised the *** I paid on June 30 , she preceded to say she did not see the payment and I would have to wait for a supervisor . I am renting . I called again on Monday , was told the same thing and never received a call. Instead they reached out to my landlord even though they have been given all my information , phone number and name . They also advised that I pay again after telling me I would have to wait 7-10 business days before they would know if they received my payment . I have neighbors , this is ridiculous. I am not asking for much but for my trash to be picked up and not for free I HAVE THE EVIDENCE THAT THE BILL WAS PAID . No one in the customer service department is listening or even trying to rectify the situation. Instead they are going based off notes in the account instead of doing their own research or even checking on the payment . IF YOU LOG ON IT STATES NO PAYMENT DUE , why is the account still suspended?! No one can answer that . This is the worse experience I have ever had customer service wise

  

  Business Response

  Date: 07/11/2025

  If a residents account has a history of rejected payments, Groot's policy is that we have a waiting period of 7 days to give the payment time to clear before the account is changed to an active status. The invoice that ***** was trying to pay was actually due May 15th. Please see ******* payment attached.

  Customer Answer

  Date: 07/11/2025

   
  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. They got my garbage . Thats all I needed . thank you
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/02/2025

  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 I am new to this area . GROOT WASTE COLLECTION has refused to collect my garbage and or recyclable. For reasons unbeknownst to me ..I find out after they refuse my bins... BUT THEY STILL COLLECT MY MONEY..when you call they are very rude... this is happening to others in the neighborhood.. I will follow up with my village.. with complaints.. and if necessary elevate my complaint to high authorities.. this wrong .. I find out afterwards I will send you a copy of the notice

  

  Business Response

  Date: 06/04/2025

  in response the mentioned complaint. 

  Early this week Groot placed an orange notice on your Recyling container because you have non-recyclable material in your Recyling container.  the non-recyclable material will need to be taken out and placed in your refuge container in order for Groot to empty the Recyling container.

  Non-recyclable material is not permitted for a # of reasons.

  This material has to be sorted out before going into the lines at the recycling center because it gets jammed up and breaks the machines and also cost us extra time and money to sort it out before hitting those machines. as long as the material that is not recyclable is taken out by your next service day, Groot will be sure to empty your container when we service your residence. the Village of Bellwood is aware of Groot's stance on the matter and is on board with us attempting to clean up the Recyling material that is in the village limits. 

   

  Thank you

  ***** *******

  Site Manager

  Groot ******.

   

   

   

   

   

   

   

• Initial Complaint

  Date:05/06/2025

  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 have never had service and I am told I am someone that I am not. I have been refused service for months. People lie, hang up, make up notes saying they spoke to me and they NEVER HAVE UNTIL TODAY! I asked to see where it says in the policy I need a leaae to establish service. They have told me multiple lies and refused service. The racist behaviors are egregious and ridiculous. I have never seen so much hate from older people. The garbage cans were REMOVED DUE TO THIS RACIST BEHAVIORS AND NOT ALLOWING MY CALL TO BE ESCALATED

  

  Business Response

  Date: 05/08/2025

  This is the second time your family has contacted the BBB with this matter. You have an outstanding balance with us and have tried to put the service in your name or your mother's name, who has the outstanding balance with us. This is why we are requesting a copy of the lease to see who the renter at this property is. If the lease actually shows a different named renter than the person that has an outstanding balance with us, then we have no problem starting service for you. For you to bring race into this matter is very unfortunate on your part when race has nothing to do with an outstanding balance and someone that is trying to avoid their responsibilities of prior service provided. Once again either pay your past due bill or prove that you are not the same renter on the lease.

• Initial Complaint

  Date:03/11/2025

  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.

  ******* ***** has failed his obligation to provide customer service and to be there to answer questions and care for his accounts as his job entails him to do so. I have a restaurant business that requires trash to be picked up 3 times a week. For some reason he has set the frequency to be just one day a week. I have trash outside all over the place and it's causing unnecessary problems with my neighbors. I have reached out to ******* by phone and he is unresponsive and calls back a day later. I cannot run a business with trash piling up and an unresponsive Sales *** for Groot.

  

  Business Response

  Date: 03/14/2025

  ******* resigned his contract on 03/12 to receive a 4 yard dumpster and 2x a week service. We have made attempts to follow up with ******* regarding the complaint.  We called him on 03/13 he advised us to call him the following day between 1pm and 3pm. We called him today at 3pm and he does not have a voicemail set up. The issue of ******* not receiving call backs has been addressed internally. This issue has been resolved.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23051252
  
  I am rejecting this response due to the fact that I am a one man show 3 weeks in with my new restaurant. It is difficult for me to answer calls at times because I am working with staff or accommodating my guests. When I reach out to a business that provides a service like "Groot" It's important that I am able to reach my sales *** in a timely manner. I have called ******* several times to get an extra day of pick up without a call back. I have photos to show that I had trash piling up and overflowing onto the street. Perhaps it's not realistic for my Groot ***resentative to call me back and ask how business is going and if I need an extra day of trash removal. It has not been easy working with ******* and I would like to kindly request a different sales ***resentative. I may need need a 3rd pickup day.  
  
  Sincerely,
  
  ******* ***

  

  Business Response

  Date: 03/31/2025

  ******* resigned his contract on 03/12 to receive a 4 yard dumpster and 2x a week service. We have made attempts to follow up with ******* regarding the complaint.  We called him on 03/13 he advised us to call him the following day between 1pm and 3pm. We called him today at 3pm and he does not have a voicemail set up. The issue of ******* not receiving call backs has been addressed internally. This issue has been resolved. If you have further concerns, please contact us directly at ************ to speak to our sales team.

• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising 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.

  A representative from this company came into my business (I was the practice manager at that time, now the new owner of the business that bought that business) and had a front desk receptionist sign a paper stating it was for garbage. Did not leave a copy of the contract or confirm contract was even accurate. The business was in the process of being sold, the contact name on the contract had passed away 5 months prior, and the email contact had not been on the staff for over a year. The new company at this location is trying to cancel services and they refuse to cancel services due to above mentioned contract even with all of the mentioned issues as well as sale documents stating that the new company did not take over the liabilities of the previous company unless specifically noted which this was not.

  

  Business Response

  Date: 01/27/2025

  Hi ********.

  I was informed that you have a meeting with my salesman **** on 2/4/25. he will be able to take care of closing the account at that time. please show him the bill of sale and that will take care of everything. as a business owner I am sure you can understand our stance on defending contacts that we have for our customers. if the contracts did not carry over with the sale of the business, then you would just need to provide that for us to close the account. it is our hope that you will consider Groot Waste for your new waste service needs. I am sure we can provide a competitive quote if given the opportunity. 

   

  thank you

   

  ***** *******

  Site Manager

  Groot ******. 

  ****************

  ****** IL

• Initial Complaint

  Date:12/16/2024

  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.

  We contracted Groot in September of 2016 to do garbage pick up. I was unaware of the 5 year contract and the automatic 3 year renewal, however they were contacted in Septmember of 2024 to cancel the pick up. I called them 6 times with one call back, no message left. They agreed to reduce our rate at 1/4 of what we were paying to sign another 5 year contract. I just want the garbage cans picked up and cancel our contract. They have been so shady in this whole situation, not telling me on my initial call that I could cancel as our contract was up when I called initially. They dragged their feet in calling me back and of course the person who answers the phone in customer service doesn't have any details and I have to talk to the sales person who deliberatly doesn't call me back until the contract renews. I just want them to pick up the cans and I will pay them what I owe them to date.

  

  Business Response

  Date: 12/18/2024

  I am sorry you feel this way about a contract you signed and clearly states what your window of cancellation is and how to go about it. We have tried to work with you on lowering your price, in a good faith gesture and hope you will change your mind.

• Initial Complaint

  Date:11/14/2024

  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.

  A year ago our city switched to Groot for waste management. Our apartment has 3 units. Only 2 were issued bins despite their policy that every unit must have a bin. I am 1 occupant and the one not paying is 2. Groot did not give me an option on bin size or payments or any kind of communication on the process, just a bill when the time came. They want to charge me to switch to a smaller bin. I think they should waive that fee and pay back the difference for the year I was automatically without consent signed up for the bigger bins despite being a 1 occupant household. Something is very wrong here and I feel strong armed by a big company. Any help is appreciated ??

  

  Business Response

  Date: 11/18/2024

  In May 2023 all residents received a Pamphlet and a post card explaining the program and how to request their cart size. If they did not respond they received default carts which were 65 gal Trash,  and the 65gal recycle carts were on site from the previous hauler. They had until June 9th 2023 to order what ever size they felt would fit their needs.  Our contract started July 1st and each resident had until Aug 1st to request a different size and that request would be exchanged at no charge. After Aug 1st 2023 there is a $30 exchange fee. The first that we heard from Mr. ***** was in November requesting to cancel service, however The City of ******* has deemed this program no option to opt out. He was given the option to reduce the size of his container in November but continued to request to cancel his service. He  tried to advise us that he was moving , however we confirmed with the City that he was not. He requested a smaller bin and each time he was advised of the exchange fee he would not respond back.  This went on through out 2024 he has now contacted you. We would be willing to exchange the containers one-time at no charge however there would be no adjustment for the difference in price for past invoices. As far as Mr. ******* concern about the billing, we received billing information from the City to set up all accounts and only received information for 2 units at this property.

  Sincerely,

  Groot Industries

   

• Initial Complaint

  Date:10/04/2024

  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.

  Groot consistently fails to pick up my garbage despite me calling the customer service line multiple times, where they flat out lie to me, "oh the driver will be there later today or tommorrw" and then they never show up.Additionally, part of my service includes a Groot provided garbage can which they haven't provided and say they won't be able to for 6-8 weeks, yet they still charge me full price for service.

  

  Business Response

  Date: 10/11/2024

  I am sorry to hear that it has taken over a month to receive your garbage cart. I show that your cart was delivered at the end of last month. please use the cart delivered moving forward. your monthly billed amount is a total of $71.10. since you did not receive your cart for the first month, i will credit your account 1/3 of that. total credit on your account will be for $23.70 that you will see on your next bill that will be sent out the beginning of December. I apologize for the inconvenience this may have cause your family. 

   

  ***** *******

  Site Manager

  Groot Waste

• Initial Complaint

  Date:07/10/2024

  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 dont have a space in my garage, so I picked the small waste bin and a big size recycling bin. Today the recycling people didnt pick up my trash even though the recycling bin they gave is double the size of my garbage can.This seems to be an ongoing issue with the pick up team since this is my 2nd complaint I am filing to BBB. They leave sticker notes on the garbage bin saying the bin is too small for me, and the other one says its not recycleable??? Like can you not put the not recycleable item to the side and pick up the rest? This feels like they are singling me out in the *** covered townhomes and refused to pick up the garbage even though 99% of the items I put is sorted and put in recycleable container.

  

  Business Response

  Date: 07/11/2024

  We pulled video of the trash service in question and the driver emptied the can and took the extra bag of trash. We tagged the recycling container because there was trash mixed in with it. It is not our drivers job to sort the recycling at the curb. It would appear the simple solution to your ongoing issue would be to get a larger garbage can and a smaller recycling container. This would give you the room needed to fit all of your trash in the container and not mix with your recycling. It would also take up the same amount of space as the current containers if you do have a recycling container larger than the garbage container.

  If you would like to switch these container sizes, please reach out to our local office at *************.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21966612
  
  I am rejecting this response because:

  1. I gave your company a call and spoke to a representative last week, who told me my only option was to pay a replacement fee for the container or put enough trash to close the lid and put any remaining bags on the side. If your company had replaced it for free ( as you have in the past) in the first place we would have no issue. 
  2. I have no issue throwing everything in the trash bin, I do not need to recycle, your representative also stated this. 
  3. I understand you deal in garbage and waste management but your customer service doesn't have to reflect the items you pick up.  
  4. At no point in time was I offered any explanation of what may be in violation in my garbage. How am I supposed to know this information when it is NOT common knowledge? Since this is your business, should you not make an effort to connect with me to at least provide an explanation? Or even a simple link to an online how-to guide.  Not just slap a label on my bin and tell me to deal with it.  

  
  At this point, I am discouraged by our entire interaction.
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 07/17/2024

  What you are now saying is that you have already changed sizes before. It also sounds like both my team and I have offered you solutions that would solve the issue that we believe is happening. These solutions also fall within the contract terms with *****************. Once again you are not being singled out. We are simply stating facts. If you repeatedly have issues with trash not being contained within the container you have chosen, We have larger containers you can utilize to solve the problem. If you believe that we do not fully understand the problem, please let us know what the problem is in your opinion, and what you believe a solution could be rather than implying our employees are trash.

  We would love to reach out directly to customers such as yourself to explain contamination issues like this, but because your HOA pays your garbage bills, we do not have contact information for any individual residences in your HOA and no means to contact you.

  Resources for the rules regarding your garbage and recycling services were sent out at the beginning of the contract and can be found on the ***************** website at *************************************************************************.

  Please let us know what your proposed remedy to this situation is so we can have a good faith conversation moving forward.

• Initial Complaint

  Date:05/14/2024

  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.

  We just started a service for garbage disposal by groot - first we did not request change - we live unincorporated ********************************* Groot said our name was on a list with a Bull valley residence list. We are not (see our address) with out warning groot canceled our self organized MDC recycle contract - and took over our services without price warning or communication of change. May 10 our MDC canisters were pick up and our new groot camister were dropped off. Garbage pick up on the 14 came at 5:30 morning - outside was 1 groot 96 gallon container and (2) personal 96/92 gallon refuse container similar to the groot however different color - one container was an old waste management container I bought from a waste management auction - I also had an OLD MDC container that o purchased at the same auction. I used those container with MDC for 4 years with no issue. Now the second time out with trash inside the garage truck did no dump the trash inside the canister they took the whole canister. Both.. it is private property. I own both those units - when called management of the issue - they watched video on truck then lectured my wife we are not to have canisters that are over 39 gallon if they are private - and refused to replace our units - they kept saying we are not suppose to have them out - then the garbage truck should have passed on them - but instead he took the private property and stole them the garbage operator did NOT do this under his own decision he was instructed by management. I confirmed that by speaking to the driver operator. He said someone does not like you in the office because you complained about the change of service. Bottom line Groot ind. stole private property knowingly with instruction from management to the driver.

  

  Business Response

  Date: 05/17/2024

  Good morning,

  I apologize if the carts were taken, I can assure you this was not a manager's decision to take away those carts.

  MDC is our sister company, and we are cleaning up routes so that both companies are not picking up in the same area. If you could possibly show us a receipt for the carts, I would be glad to put a credit on your account.

  I hope going forward you receive only great service.'

  'Thank you