Complaints

This profile includes complaints for Lakeshore Recycling Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lakeshore Recycling Systems

  5500 Pearl St Rosemont, IL 60018-5303

• 

  Lakeshore Recycling Systems

  265 N Janesville St Milton, WI 53563-1306

• 

  Lakeshore Recycling Systems

  1311 35th Ave Seaton, IL 61476

• 

  Lakeshore Recycling Systems

  39578 Grand Ave North Branch, MN 55056-5070

• 

  Lakeshore Recycling Systems

  6132 Oakton St Morton Grove, IL 60053-2718

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:01/25/2024

  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.

  This is our trash service. It has not picked up our trash in 3 weeks. There is now rotting meat and other refuse since the temperatures have warmed. I understand weather has impacted some normal pick up but they should have made extra pick up by now. Weve paid for the service. This is five houses worth of trash. They wont get back to me. They say theyll send someone and they wont.

  Business Response

  Date: 02/12/2024

  We apologize for the experience while we recovered from weather delays. ********** confirms the customer's trash and ******************** have been serviced.

• Initial Complaint

  Date:01/24/2024

  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.

  Hello, it is January 24/24 I own 18 unit building located at ********************************************** ive always paid my bills on time to lakeshore recycling system they have not picked up my garbage and recycling since January 1, they are blaming the weather the snow when I called theyre not answering the phone. I even drove to the office in ****************** now their excuse is there is too many cars parking on the street, and we have no access, so what am I supposed to do? Where are my Tenant has to put their garbage and recycling? Theres no more space please advise. Thank you

  Business Response

  Date: 02/02/2024

  We apologize for the inconvenience. Our team is committed to providing the best service to the property owner and their residents. Unfortunately, our drivers cannot provide service if the area is blocked.
  

• Initial Complaint

  Date:01/18/2024

  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 am customer with **************************************************************** and have had 2 missing pickups of garbage pickup on Jan 12, ****, and Jan 15th, ****. I have attempted to get in contact with this company via their website which I submitted two missed pick up on 1/13/**** and submitted another one on 1/16/****. When I call, I am constantly on hold and no availability telephone person is available for any resolution to the issue of not picking up the garbage. As a consumer I would like to have an itemized bill and get credit for the days that my garbage is not picked up do Lakeshore Recycling not holding up to their weekly garbage pickup schedule. Under affirmative services, I should not have to pay for any service that I haven't received. My payments Jan last bill was $254.72.I want to see a credit bill adjustment for the month of January **** added to my Feb bill for the missed pickups. There might be additional pickups that might be readjusted and credited.

  Business Response

  Date: 01/23/2024

  Were sorry we did not get to our customers call fast enough. It sounds like our agents were assisting other customers when this customer needed to connect with us. Due to the weather conditions and the transfer/dump stations closing our service was delayed until road conditions were manageable. Although we cannot offer a billing adjustment because we returned to complete service on the morning of January 18th, we apologize for any inconvenience working with us while the operations team kept our drivers safe and arranged recovery service for residents.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21159620
  
  I am rejecting this response because as a consumer I am paying for services not rendered. I pay for 2 removal services a week and 2 missed pickups which equals 9 days of not being service is just irresponsible on their part and basically a breach of contract.  The *************** has garbage trucks that are able to continue services in snowstorms.  Any time it snows 2 inches of snow the services for his company are halted or stopped. This vague apology for any inconvenience and duress it caused me (your customer) is by the lack of customer service and failure for you to provide adequate services.  *********** refuses to give customers credit for days of missed pick-**** these are services that customers have already paid for in advance.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/13/2024

  We understand the delay inconvenienced our customer. In addition to providing recovery service on the morning of January 18th, we have issued a credit for both missed pickups on 01/12 & 01/15 for $85.25. We appreciate the customers feedback and look to ensure a better experience for them next time.

  Customer Answer

  Date: 02/21/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:01/16/2024

  Type:Billing 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 was a customer of ********************'s residential garbage service account ******. On 8/21/23 I advised we are cancelling our service and it was to be closed before the next billing cycle of 9/1/23. I was informed at that time that I will have a $30 charge for container pickup. My autopay was charged on 9/1 for service through 12/31/23. I called and was told it was closed incorrectly. S/w again on 9/7 to contest the charges plus that they cannot charge me a container pickup fee since our service started as roystrom, which was purchased by lakeshore, and was never informed, nor agreed to any new service terms such as future charges. Called again and spoke with customer service on 9/8, 9/20, 10/6, 10/13, 11/14 and finally on 12/19. Each time I was told I would be refunded the mistaken charge of the q4 service which i cancelled prior to. Never got a check nor was my credit card, used for autopay, ever credited. The final conversation on 12/19 said my cc would be credited for $113.37. Lakeshore charged me for a service I didnt have, and pickup cost that was not approved and seems to refuse to refund a former customer.

  Business Response

  Date: 01/31/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience working with us on the billing issue. The cancellation was processed, and a refund was approved by a manager on 12/19. Unfortunately, the customer refused to provide a forwarding address at the time of cancellation, but we need one to provide a refund check. The customer can email manager ********************* to provide an address where theyd like the check for $113.37 to be sent. 

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21155719
  
  I am rejecting this response because: the statements are false.  I have reached out the the lrs agent for clarification.  The complaint and case should remain open until the refund is received.  Reminder, the service was cancelled sept 1 2023.  Its Feb 2 2024 and the $ that was charged in error has still not been received.after 5 months
  
  
  *************************

  Business Response

  Date: 02/12/2024

  We appreciate the customer's feedback. LRS has provided the contact information and made a request of the customer in order to resolve the issue and provide a refund. 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21155719
  
  I am rejecting this response because:
  
  I am rejecting this response because: the statements are false.  I have reached out the the lrs agent for clarification on 2/2.  To date I have not received a response nor refund.  The complaint and case should remain open until the refund is received.  Reminder, the service was cancelled sept 1 2023.  Its Feb 2 2024 and the $ that was charged in error has still not been received.after 5 months
  

  Business Response

  Date: 02/29/2024

  We appreciate the customers patience while we completed their refund request. We confirm check #***** for $113.37 was paid on 02/20/2024. 

  Customer Answer

  Date: 03/01/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:01/15/2024

  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.

  This company is our trash disposal company. We had a Snow issue this last week on pickup day(Friday) and they did not collect our refuse. They do not plan to pick it up until our next collection day(Friday). There are bins standing out all down the street. Also, they do not plan on issuing a credit for the missed service. I believe they should have picked up the refuse on the correct day or the next day.

  Business Response

  Date: 01/22/2024

  Due to the weather conditions and the transfer/dump stations closing our service was delayed. As a result, we serviced extra trash at no cost. We apologize for any inconvenience working with us while we worked to keep our drivers safe and arranged recovery service for our customers.

• Initial Complaint

  Date:01/11/2024

  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.

  modern waste was bought out by LRS. Then my bill was increased. Then when I called to talk about it no one would answer the phone. I finally reached out to an office in another state to find a human and they were able to get ******* to reach out to me. She agreed to adjust the price and send me a new contract. A month later I still heard nothing but the bills still come in the mail and no one will answer the phone or respond to a internet request. So I called another state office and they were able to get ******* to call me again and she sent the contract, I sent it back, she agreed to send me a revised invoice. 1 week later still no revised invoice, no email response, no one will answer the phone and now I have 3 months worth of bill to pay. NOT PROFESSIONAL AT ALL!!!!!!!!!!!!!

  Business Response

  Date: 01/29/2024

  We apologize for the frustration. As of January 23rd,  the customers sales rep reached out via email, cell phone, and office phone. We are awaiting the customers callback for resolution.

• Initial Complaint

  Date:01/10/2024

  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.

  LRS handles my residential trash pickup. I was sent an invoice in August 2023 for the billing cycle between 09/01 and 11/30 for a total of $59.85. I have paid that invoice in full. Then on 12/21, I receive a new invoice for the billing period of 12/01/23 through 02/29/24.1. The new invoice has a rate increase that was never communicated in advance. It just showed up on this bill.2. The invoice is dated 11/25, but was not sent out to me until 3 weeks later.3. LRS is attempting to back-date the rate increase to the previous invoice that was already paid and collect back-funds for the 09/01 through 11/30 billing period. Since I received the rate increase on 12/21, they are attempting to back-date the rate increase per-month to almost 4 months in the past.4. The customer service representative on the phone could not explain why the rate was increased or why I was not notified it would be increasing. All she could say was that they made a mistake and sent the previous bills out too soon.5. When I asked to speak to a manager to explain the questions she could not answer, she told me "No" I could not speak to anyone and then hung up on **** am asking for the back-dated funds for the prior invoice that was already paid to be removed as well as an explanation as to why I was not informed of the rate increase ahead of time. I also want to be notified in advance when rate increases are going to occur instead of 4 months after the fact.

  Business Response

  Date: 01/22/2024

  Thank you for bringing this to our attention and we apologize for any inconvenience working with us while we updated the invoice. We have regular annual price increases to help deal with rising fuel costs, inflation, truck maintenance, etc. so we can continue to provide service to all our customers, and needed to include the new rate on the invoice to ensure the customer was properly billed. Customers can expect notification of a rate increase to appear on the invoice. If the customer can provide a full-service address, we can determine if a billing adjustment is warranted, and update the notes on their account regarding the billing concerns.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21119424
  
  I am rejecting this response because:

  Based on the business' response, I don't think they even read the complaint, which doesn't really surprise me based on the service I have received from them in the past.  It doesn't even remotely address the issue.  They yet again claim their is a systematic rate increase yearly, yet they completely failed to notify me of it and then tried to retroactively apply to a bill that was 4 months old.  I am fine paying the increase from the point that I received the increase, but not for the invoice I already paid months ago.  Please actually read the original complaint this time.  And please address the fact that I tried to sort this out on the phone and as I stated before, I was told I could not speak to a manager and was hung up on.  ************************

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

  Business Response

  Date: 02/07/2024

  We appreciate the opportunity to assist our customer further. On 12/21/2023 the customer spoke with a representative where they were informed that the rate increase occurred after the invoice was generated and mailed out. Unfortunately, while our representative worked to connect the customer with a supervisor the customer disconnected.  To clarify, LRS corrected the billing issue to reflect the increase and provided an updated invoice. On the first line item of the invoice the customer is billed at the previous rate for 3 months and the second line item is for 6 months at the new rate. The amount of $59.85 for the service period covering September to November 2023 is in parenthesis on the invoice. The site total reflects the difference of $64.05. The customer has paid $41.30 towards the balance due leaving $22.75 remaining.  Unfortunately, we cannot offer a credit in this case. We understand the customer expects to be notified uniquely about rate increases and we apologize for not meeting their expectation however LRS notifies customers of a rate increase on the invoice. The customer has a balance due of $22.75. To avoid additional late fees, they can contact us at ************ and select option 3 to process payment with a live representative.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21119424
  
  I am rejecting this response because:
  

  1. You representative did not try to connect me.  I specifically asked to speak to a manager that could answer my question and she said "No, they will not."  Go back and check the recording.
  
  2. I do not owe you $22.75.  I need to pay you $20.65 (the new monthly rate) by 02/29/2024 as indicated on the invoice and as I have already spoken to multiple customer service issues on this matter and bills do not need to be paid until the end of the billing cycle.  I even have it in writing and have sent it to multiple agents in the past.
  
  3. The difference of $2.10 in the amount and how it was communicated to me is the entire point of this complaint, which seems to have been lost.  Again, I am already paying the new adjusted rate from 12/01/2023 through 02/29/2024.
  
  4. The issue is that you claim the rate increases are know in advance and are "scheduled".  However, 4 months after sending an invoice for 09/01/23 through 11/30/23, and well after it was already paid in full, you decide to send a new back-dated invoice for the increase.  You even tried to back-date the actual invoice date by setting it to 11/25/2023, but then not sending it out until the end of December.
  
  5.  All I'm asking for is the $2.10 to be removed from the back-dated invoice that was already paid and for a very simple communication of some sort before the fact as to when rates will be increased and what the new rate will be.

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

  Business Response

  Date: 02/19/2024

  Were happy to note that our customer prefers LRS to communicate a rate increase differently. Unfortunately, since the $2.10 is owed to LRS we cannot offer a credit. 

• Initial Complaint

  Date:12/31/2023

  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.

  Before LRS took over, they took a company that was #1 IN THE ************** with the best customer service, quality and customer relationship from sales to knowing your driver, to the worst company for portable toilets. The customer service are rude, billing is never right. Every month has been something new. We have been told they never received our check and want to pay by card. That is okay stuff gets lost in the mail. Until they cashed your check 3 months later saying that they didn't receive it now being charged double. There us to be great customer relationship all the way down to the drivers. Since LRS it has been a nightmare. Our company will not ever do buniess with LRS agin. This is really such a sad situation to see a company that was number one in a growing City that supported other companies growth with rate employees and customer service and relationship to nothing really a sad day. When a ************* comes in hurts business and there employees.

  Business Response

  Date: 01/03/2024

  Please see attached.

• Initial Complaint

  Date:12/18/2023

  Type:Product 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.

  In November 2023, we reached out to LRS to have them remove their commerical dumpster from a location at ******************. They said that it would be $1600 to buy out the contract. I asked for an invoice to do this. It is nearly a month later, and all I keep getting is an email claiming someone from customer service is working with corporate on getting this invoice. Sadly, the dumpster has yet to be removed. I've reached out via phone and email several times with no resolution. I want this done before the end of the year.

  Business Response

  Date: 12/28/2023

  Were happy to provide an update on the customers request. The dumpster was removed Tuesday, December 26th. The final invoice will be sent via standard mail.

• Initial Complaint

  Date:12/07/2023

  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.

  I have been using LRS since they bought ***************** Waste Services. I have faithfully paid the bill through my automatic payment services at my bank. At no time have I received a bill from LRS telling me that I was to pay to a different address or company so I have continued to pay to *****************. They have received these payments. I was contacted by a letter about a year ago. I returned the call and left a message twice. This week I contacted them to ask a question. They told me my service had been cancelled. I told them well they have been picking up my garbage for the last several years. Their response was to send me a bill in my email for $540. I was never advised of the change in cost. They accused me of not paying the bill I received. They never sent a bill nor would they if they thought I had cancelled. I have been paying them for 2 years and they have picked up my garbage every other week for two years. I truly believe they cannot charge me for services under a contract that was changed without my knowledge. I never cancelled the service and have paid in good faith. When I called asking they cancel the balance I was told they would turn it over to collections. If I choose to go forward with this company I will be glad to pay the full amount. I am currently waiting to hear from a supervisor about this situation.

  Business Response

  Date: 12/28/2023

  We appreciate an opportunity to assist one of our most valued customers. We confirm the payments were received and mail forwarded to our new remittance address, which is LRS, LLC PO BOX **** ************, ** 60197-****. Additionally, we corrected the billing issue and provided the customer with an updated invoice for past service that continued uninterrupted.  As the customer stated, weve recovered trash and ******************** for 2 years at their residence. And we thank them for choosing LRS. 
  

  With regards to price increases, we have yearly price increases to help deal with rising fuel costs, inflation, truck maintenance, etc. so we can continue to provide service to all our customers. From 2021 to 2023 there were two increases. The current rate for trash and recycling in an open market, municipalities where we are not bound by contract and the customer has a choice of the servicer, is $38 per month. Although the customer experienced a rate increase, they are being invoiced at a discounted rate.  
  

  We are happy to assist with a payment arrangement instead of transferring to collections. On 12/19/2023 We offered a concession of 25% off the balance due but the customer declined it and refused to pay for services that continued without interruption. The customer lets us know in the original complaint that if they choose to continue services with LRS they will be glad to pay the full amount. Were happy to offer 35% off the balance due which will make the new balance for past service $225.81 if the customer agrees to an autopay arrangement with LRS of three payments of $139.27 to bring the account current by 03/31/2024. The customer can choose to begin paying right away or start in January 2024.