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:09/27/2023

  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.

  Yesterday 9-26 ** ***** came to collect there trash tote. In the process of taking the assigned blue tote. In the process they also took a brown tote from another company from beside my house. My neighbor told me he saw them take it. I called and asked them to bring back my bin and the receptionist gave me her wrong name they refused to bring back my bin. And told me there drivers word was all that mattered. I asked for my bin back or the bill to be canceled they refused to do wither tried ro say we took 25 off ur bill that should be good enough.

  Business Response

  Date: 09/28/2023

  Mr. ***** contacted ** ***** * ********* on Wednesday,
  September 27, 2023, regarding the removal of his ** ***** toter.  Mr. ***** was advised by our customer service
  representative, who stated her unique name three different times, that we
  removed our equipment due to the account being suspended for non-payment.  Mr. ***** initially stated multiple times
  that we removed his personally owned brown toter and now Mr. ***** is claiming
  we removed a brown toter from another company.

  We contacted our driver who removed our equipment on September
  26, 2023, and he stated that he only removed the blue ** ***** toter and that
  the other brown toter that was at this residence belonged to a competitor
  company and was not removed by ** ***** as we do not remove competitor toters.  Mr. ***** would need to reach out to the competitor
  company who owns the brown toter to see if they removed their equipment.

  Mr. ***** continued to call our office staff multiple times,
  being aggressive, argumentative, and harassing our office staff, and stated he
  would continue to call every day until we resolved this issue.  It was explained to Mr. ***** multiple times
  that we did not remove the brown toter. 
  To simply resolve the issue, we advised Mr. ***** that we would issue a
  $25.00 credit towards the past due balance on his account.
  

  A little later in the day, Mr. *****’ mother called in and
  spoke with the Office Manager, who advised her that we did not remove the brown
  toter located at her son’s address, but we would issue him a $25.00 credit
  which we were not obligated to provide since we did not remove the competitor
  owned brown toter.  Mr. *****’ mother stated
  that “we are even now – we don’t owe you anything” and she was advised that the
  balance on her sons account was $98.00 and if it was not paid in full by
  October 4, 2023, the account would be turned over to an outside collection
  agency.  Mr. Wood’s mother stated she
  would contact the BBB and hung up.
  

  Attached is Mr. *****’ past due invoice showing the $25.00
  credit, the late fee charge and removal fee. 
  If the account is not paid for in full by October 4, 2023, the account
  will be turned over to a collection agency and additional fees will be applied.

  Customer Answer

  Date: 09/29/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have reached out to the other company's they didn't  take my tote. Also they don't have photos to prove he took only there tote. I asked for a tote back or a tote of similar make by taking of 25 it solves nothing a new tote is 75. All I'm asking for is a replacement tote  they want there money  but don't wanna work with me on the tote. I'll pay in full when I get a tote back 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 09/29/2023

  We have credited the account
  $25.00.  If the balance on the account is
  not paid in full, it will be turned over to a collection agency.  We consider this matter closed and therefore
  will not be responding to anymore correspondence.

  Customer Answer

  Date: 10/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They stole my bin but ask me to pay in full I'll pay the bill when I have a bin  of equal value returned to me I won't pay for a bill when I have been stolen from. 
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/12/2022

  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 was told when signing up for services that all accounts had to be on auto payment. I set up my account to auto pay but this company continues to not take the payment and then try and charge me late fees. They tell me they have no record of me ever signing up for auto pay, even though this is the second time I have had an account with them on auto pay.

  Business Response

  Date: 12/12/2022

  This account has been assessed late
  fees three times since January 2021 and is a previous collections account due
  to non-payment.  The customer was mailed invoices on November 1, 2022, for
  November services and December 1, 2022, for December services which also noted
  the past due balance for November on the December invoice (see attached). 
  The customer could have set the account up on auto pay via our web portal at any
  time.  The customer advised our customer service representative this
  morning that he received the invoices but did not think much about it. 
  The back of the invoice clearly states the payment terms and that payments are
  due 30 days from the original invoice date and past due accounts will be
  subject to a late fee.  The November invoice, which was due by November
  30, 2022, has not been paid.  Due to the account being in a suspended
  state, we require the November payment, December payment and the late fee paid
  before services will be restarted.  Due to non-payment and collections issues
  on this account, we will not waive any fees.  Per the payment terms listed
  on the back of the invoice, if the balance is not paid by December 20, 2022,
  there will be additional fees added to the account, the equipment will be removed,
  and the account will be turned over to an outside collection agency.

• Initial Complaint

  Date:09/07/2022

  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.

  We have trash service with this company. They constantly leave ruts in our yard. I contacted them and they refuse to do anything about it. They are the only service provider in our area. They won't take a credit card over the phone for payment. They are telling us we have to come pay cash. The customer service rep was so rude to me.

  Business Response

  Date: 09/07/2022

  Customer cancelled services on May 2, 2022.  Customer called in to restart service on July
  12, 2022, at 12:46 pm.  Placement of the
  dumpster was discussed at this time and the customer was advised the dumpster
  would have to be placed on concrete or on gravel.  Customer refused to place dumpster on either concrete
  or gravel, and it was agreed that the driver would place the dumpster where it
  was needed for service.  Only at that
  time did the customer mention we had made ruts in the past (four months prior)
  and just asked that our driver be more careful.   Customer then called back approximately  an hour later on July 12, 2022, to
  terminate the service again because she just had too much going on at the
  moment.  Customer made an initial payment
  of $92.88 on July 12, 2022, and was informed the credit card would be refunded
  and could take up to ten days to process.  On July 21, 2022, customer was refunded $92.88 back to the credit card
  that was used for the original payment.  On
  August 16, 2022, customer disputed the charge for $92.88 with her credit card
  company after we had already refunded the credit card.  Customer’s husband called our office today to
  restart service and he was advised we could restart the service but would not
  be able to take a credit card as a form of payment.  He asked what his options were, and he was advised
  that he could pay with cash, check or a money order and refused to do one of
  those options and hung up on our customer service representative.  Customer’s husband then proceeded to ****** to leave a 1-star review.  We are not the
  only service provider in the area – the customer has other provider options. 

  Customer Answer

  Date: 09/08/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I told her that I did have rocked area and had no problems with that area being used for dumpster. That lady just continued to reject my statements with arguments and was very disrespectful. I did not not state cancel trash because I have too much going on. I stated cancel trash service because I am not going to be harassed every-time I report if drivers are destroying my property with ruts. The ruts were not just were the dumpster were they were also on the other side of the road where drivers left ruts coming from my neighbors dumpster. At first I was just politely asking if they could be more careful and customer service rep for DC than preceded to make the ruts not the issue. I am a paying customer and have always paid my bill on time. Never had these issues with ****** they were always solution solvers and not disgruntle. I as the customer did not choose DC waste .. DC waste bout ****** and no there are no other trash services which makes this that much worse that customers are treated this way. My husband called because he is now home and I asked him to handle trash service to see if he could possible have better luck with rude customer service rep and she said he would have to pay cash every-time which is located in ********* we are in ***** **** and that does not work for us either so he said ok thanks and hung up he did not hang up on customer service rep. After I cancelled my service I did not see money in account they did not say it would take 10 business days cause they were so busy being rude. I contacted my credit card to find out what was going on and contacted dc waste to report rep and ask about my funds. This customer service rep still has not solved the solution not even an apology that my property was made to look awful because drivers drive on my lawn and caused ruts that were there for months.  DC waste has quite of few of similar complaints on there website and you can see how the people are disrespected due to them just requesting there property be treated with respect. There are no other trash services in area.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 09/09/2022

  Our initial response stands.  Customer cancelled service back in May 2022 and at no time presented that any damage was done to her property.  The account balance is zero at this time and no additional refunds will be processed.  **** ********** and ******* ******** both service the ***** **** area.