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Business Profile

Garbage Removal

Rock River Disposal

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/06/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 get my garbage pick up by Rock River Disposal and Im not sure who my garbage person is but he keeps playing games and not picking up my garbage. I Pay a lot of money to have my garbage picked up paying for this service but this person I feel is being irresponsible and intentionally not picking up my garbage because I called in and complained about him steady being dismissive about picking up my garbage ******** ****** and my neighbor ***** ******* Last week I set 2 garbage cans out and he only emptied the one labeled Rock River Disposal when I call to report it they would always say well did you see the garbage truck driver just drop your can from in the air and the answer was always no so then they say well we arent responsible for damages if you didnt see him do it! This happened 3xs! So thats how it started and now has escalated to him skipping myself and my neighbor but the rest of the neighborhoods garbage gets picked up! Im tired of it so I called and complained again today but they didnt say they would talk to the driver or anything, I feel like I I shouldnt ever have to drag any garbage can back to my house full of garbage to sit for a 2nd week it was very ridiculous. I would like this matter investigated because the company Rock River Disposal doesnt seem to care and neither does City Hall making me and my neighbor disgruntled customers!!!

    Business Response

    Date: 05/19/2025

    We are very sorry for the frustrations on this matter. Looking at the account there are notes in there about setting out additional cans next to the 95gal trash tote we provide. in order to set out extra trash beyond what fits in the issued 95gal trash tote you do have to purchase stickers for each bag in the personal trash can. without stickers that is why the extra can would be left behind. We do recommend to set your tote out the night before to secure ***** up. I have reminder tickets for the driver to report back to me the next few weeks to ensure this is resolved or if there are any issues we can respond back with. thank you! 

  • Initial Complaint

    Date:01/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Rock River Disposal is the garbage collection company for the town I live in. They have missed my garbage pick up many times, after which I made a phone call. It got to the point that I asked for a refund and they said it it not an option. Now I have three weeks full of recycling piled up at home because they have not picked it up. I reached out to my local representative but there was nothing he could do about it so I am reaching out to you.

  • Initial Complaint

    Date:10/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 wife and I recently bought a house and I called to get a price quote and told them I would call them back. Few days later a garbage can shows up at my house and due to them not offering recycling we did not want to use this company. So I called and asked why it was dropped off and that it needed to be picked up. I then received a bill in the mail for 1 day of service and fuel charges/delivery charges. They now stating the charges can not be reversed.

  • Initial Complaint

    Date:09/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Garbage pick up was scheduled for Monday 9/16/24. My garbage was not picked up even though all neighbors had theirs picked up by 2:00 pm. I called Rock River disposal to tell them that my garbage didnt get picked up. I was told they could not do anything until the next morning and that they would call me. no one ever called so I called again and advised them that I did not have my garbage picked up. I was advised that they had 24 to 48 hours From my second call to them in order to pick up my garbage and I was to leave the trashcan at the curb. I called again on Wednesday afternoon because there was a route being picked up a block from my house and asked if my garbage would be picked up with that. Was told that was not an option that they would have to pick up my garbage if they had time after their route but regardless was told it would be picked up by 7 PM on Thursday, September 19. It is now Thursday at 7:30 PM and obviously my garbage has not been picked up , I find it hard to believe that they have no way to pick up a missef trashcan, especially since it was their drivers fault for not picking up my trash. I would like an answer and response to this and to find out what my options are should this ever happen again because this is just ridiculous that I have trash sitting on my curb for four days in 88 weather .

  • Initial Complaint

    Date:07/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 had not been receiving a bill from the company when i went to pay it online for months. I attempted to call the company but I was never able to get anyone to answer or call back. I received a call saying you need to pay $****** for the services that i received that they did not bill me for, Which is fine but 7-9-24 I received a text saying they sent me to collections without giving me time to pay the ******. So i just had to pay not only the ****** but a extra ***** to get it out of collections. So not only did this company mess-up on the billing and i had to take the blame for their mess up but then they sent me to collections and put a ding on my credit and made me pay a extra 25 dollars. I have no choice but to pay it all at once along with the fine because they are the only trash company in my area. This is not right, I dont have a problem paying for the services but having to pay all at one time is not right and them sending it to collections is bs. I hope something can be done so this does not happen to other people and I would like a credit for at least the 25 dollar collection fee. Them doing this dropped my credit score also which really upsets me.Thank you, ***********************

  • Initial Complaint

    Date:07/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    About 2 or 3 weeks back i contacted the disposal company because my trash and recycle bins disappeared. I have called multiple times. Gave serial numbers for trash cans of the house next to me to see if those are the ones assigned to my residence. Associates i spoke to over the phone said they were going to have their supervisor call me and I have not had any results or contact from the higher **** This is going to become a health problem because i dont have a place to throw my household trash or recycling at now and havent for weeks. Can you please help?

  • Initial Complaint

    Date:07/02/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    This company is sending me a bill even though the address I live at is already paid for by the landlord it all started when I requested an additional can because everyone else on the blackout trash cans in my house didn't well I don't know why they did it but they created an account for me and put it to a different address which is 1033 which doesn't exist and put my name on it I want them to delete this account because my land already pays the bill for 10:************************************************************* so they're trying to get double the money from the tenant that lives there in the landlord that already pays the bill I will go to a lawyer if I have to but I want them to stop billing me and delete my account because this is not right I've been here for over 2 years and I've never gotten a bill from them now all of a sudden they created an account because I asked for an extra trash can

  • Initial Complaint

    Date:03/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 12/30 I put my garbage/recycle out at the curb. I have a small blue recycle bin that I put papers/magazines in to keep them separate from the other recycle items. I have put this bin at the curb for at least 10 years and never had an issue. I left for the holiday after that. My neighbor agreed to bring my bins up to the house after they came. Upon my return from holiday 1/5, my neighbor informed me that the recycle truck took my small blue recycle bin and threw it into the truck as garbage I presume I called rock cut disposal and was asked why it took so long to call. I explained why and she said that she would look at the camera film and call back. she never called. I replaced the bin at my own expense and continued to put the new small blue bin out at the curb with all my other garbage/recycle. On 3/15 the recycle truck AGAIN took my small blue recycle bin and threw it in the truck. I called immediately to rock river disposal and spoke with a young woman who explained that they are not responsible for personal property left at the curb. I asked for a supervisor and was called back by *******. She said she would look at the film and call me back. I told her that I want to be reimbursed for the 2 small blue recycle bins that they stole and she again reinforced that they are not responsible for their employees actions. I said WHAT???? I still have not been called back by ******* or anyone from Rock River Disposal. I like every person who lives in **********, **. is FORCED to have this company as my garbage service. They are terrible and unresponsive to customer service in the community. I want to be reimbursed for my loss. I wish I could steal something form some one and when caught just say that I'm not responsible. If they're not responsible then who is???

  • Initial Complaint

    Date:12/31/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a dumpster on our property and garbage pickup is every 2 weeks. We have had past issues where it was not picked due to a vehicle or snow and we have made sure everything was clear for the driver. Our pickup was to be on December 28th 2023 and it never came. When we contacted Rock River disposal they said the dispatch notes said he came at **** am and he couldn't due to weather. I was out and plowed the snow at 10 am so there should be no excuse. Now they want to charge us another 25 to come pick it up which wouldn't be till next week which is right after the holidays so our garbage is overflowing. My parents ****** and *********************** are elderly so I handle this for them.

  • Initial Complaint

    Date:10/19/2023

    Type:Product Issues
    Status:
    Resolved
    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 sign up for Yard waste removal, paying the full year price of $ ******, even though I joying in September. They did not offer a reduced price for late customers.Yesterday, it was supposed to get my trash, recycles, and yard waste collected, but the yard waste was not. I called they today about the non-collection, and got a lady running all excuses but no real action. When I asked to have my money for the waste removal refunded, they said it was not possible.So, they did not honor the contract we have, they don't refund my money, they are acting very unethical, giving me no course for a resolution with them.

    Business Response

    Date: 10/24/2023

    Good Afternoon, after reviewing the account it looks like a CSR talked to the customer on the 19th about the miss. When trying to ask questions to see what could be going on for it not to be picked up she was stopped and told everything is correct and would not let her ask the questions. looking at the account they do not have the designed tote for this yet. I will have someone reach out to them and go over the guidelines again and get them a tote to use for their yard waste. thank you! 

    Customer Answer

    Date: 10/25/2023

     
    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,

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

Rock River Disposal is NOT a BBB Accredited Business.

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