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:10/13/2023

  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 received a service interruption notice on 10-12-2023. I called up customer service and they stated that they have been trying to contact me through my email. I never received a email. The customer service rep said I owed 325 dollars when the last email that I DID received from LRS stated I owed 5 dollars. Then when I asked to speak to a manager, I was hung up on. I would like to settle this matter but I couldn't talk to this rep about it nor could I get hold of a manager. This behavior from this company is horrible. **************** should be more respectful to their clients.

  Business Response

  Date: 10/30/2023

  We apologize for the experience. We contacted the customer regarding billing in which a partial payment was received on 10/13/2023, and a payment agreement was made between LRS and the customer for the remaining balance of $158.58 on 10/27/2023. We believe the payment and agreement with the customer for the remaining balance settles the billing issue. 

• Initial Complaint

  Date:10/11/2023

  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 have been setup with a prepayment option from LRS since we began using their service. The prepayment option is supposed to auto-replenish my account whenever the balance falls below $5. This has apparently not been happening, and I only found out after receiving a text that my account was past due around 9/21/2023. The past due amount was over $180!!! I then called and they initially couldnt see any payments from April 2023 through August 2023, so I sent them a screenshot on 9/22/2023 showing that my credit card was charged. After numerous calls and emails to LRS over the last 3 weeks, they finally informed me today, 10/11/2023, that they do not offer a prepayment, auto-replenish option, even though it is clearly listed on their website, and I am signed up to use it. The only option they have is an on-demand option where I set a maximum amount and then they bill monthly. I understand I used their services during this period - that is not in question. The issue is they are misrepresenting their billing options, even though those options are clearly represented and defined on their website. Since I have spent three weeks trying to get to the bottom of this, I feel as though I should receive some sort of compensation for having to fight with them about how my account can't be past due if I am using their prepayment option.

  Business Response

  Date: 10/20/2023

  We appreciate an opportunity to review the customers claim.We have been taking $25 out monthly as that is the replenishment amount set. We do not have a replenishment option that takes the full balance owed.   We confirm the account is set up for replenishment in the amount of $25, but the balance is accumulating from the invoice year 2021 when no replenishments occurred and became a balance due. For this reason, a billing adjustment is not warranted.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20725173
  
  I am rejecting this response because:

  The statement provided is not accurate.  Per the Lakeshore website, there IS a prepayment option available, and was the option I had selected until this recent issue arose.  Please see the text I copied directly from the website below, as well as my screenshot clearly showing the two options.  Per the option I had selected, the company should have been automatically charging my credit card for the replenishment amount of $25 anytime my account fell below $5.  This was not happening, and as the accounting team and the person who responded to this complaint mentioned, that is not an option.  However, it IS an option on the website, which is why I am so frustrated.  The website CLEARLY shows this IS an option, but everyone at Lakeshore says it is NOT an option.  If this is not an option, then the website needs to be updated as it is deceiving.  Per the options available to me, I was under the impression that my account was getting charged if/when it fell below $5, and I was seeing routine $25 charges, so I had no idea my account was passed due until my wife received a text and then all of a sudden had to pay nearly $200!  Again, I am not disputing that I used the service.  I am only asking for compensation for having to deal with this issue that was only caused because of an option on their website that apparently doesn't exist.

   

  Text from Website Showing Prepayment option:

  Prepayment  Select this auto-replenish option and enter the amount you wish to have as a running credit on your account. We suggest $15.00 but you can do more or less if you prefer. Please note that services will be deducted weekly, your account will auto replenish once your balance falls below $5.00.
  

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

  Business Response

  Date: 11/07/2023

  We understand the amount of the bill that accumulated from the invoice year in which no replenishment was set up, and perhaps even the timing of the notification of the balance due surprised our customer.
  

  Unfortunately, the impression the customer had about the payment option they selected is partly accurate.  We do not have a replenishment option that takes the full balance owed. The customer expected the full balance to be taken when they only set the pay amount to $25. Based on the screenshots the customer provided, the $25 was charged consistently as requested. This is not an LRS error. The customer can always opt to contact LRS for further clarification on billing at ************ and select option 3 to speak with a live representative.
  

  Since the customer consistently asserts that they selected the billing option and contacted LRS to learn from our accounting department that their impression of the billing setup was inaccurate for that reason we are unable to provide compensation for this issue.  

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20725173
  
  I am rejecting this response because:

  The business is not really understanding the issue.  1) I have had this prepayment option setup since *** took over the collection duties for *******.  I may have changed the credit card it was one a couple times, but it was ALWAYS setup. 

  And 2) I did not expect the full balance to be taken.  I had simply expected that my account would be refilled if it fell below a certain minimum threshold.  The issue is that the business' own website shows this prepayment option that allows customers to renew their account when they drop below a certain amount.  Think of this like an iPass.  You go through a toll and your iPass balance drops below the amount you have setup.  iPass then automatically renews your account with whatever amount you chose.  So you always have a surplus in the account as the prepayment option never lets your account go below the minimum threshold.  The prepayment option available on the *** website states the same thing and recommends a minimum of $15.  I setup my account to prepay $25, and when my balance falls below the minimum amount (currently listed as $5 on the *** website), the *** website states they will charge my card $25 to 'refill' my account.  The prepayment option is NOT a pay your balance in full.  That IS an option, but it is NOT the one I had selected as you can see from my screenshots.  I am now aware that *** does not offer a prepayment option after calling in.  However, this option is STILL available on their website, which is why I believe *** is deceiving their customers, whether intentional or not.  An option they repeatedly state is not available is indeed available on their website.  If you don't believe me, simply review the screenshots provided and you will see that I should've never had a past due balance because I should've always had a surplus by prepaying my account - at least that's what the option states from their website.

   

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

• Initial Complaint

  Date:10/09/2023

  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.

  LRS consistently misses pick up of yard waste, garbage or recycling. I constantly have to call or fill out forms. I am not getting the services I pay for. I dont know what Ill find when I get back home. Will I need to haul all the yard waste bins back in because they were not picked up? Will it be the garbage that wont be picked up? Will it be the recycling bins that are not picked up? . Im exhausted. All I am asking is to be treated fairly like the rest of the neighborhood. They havent picked up the garbage since 10/02. Today is 10/09 pick up day, and its not been picked up. This is not the first time its happened. I called again at 2:30 pm today and they said theyll pick it up but they said that last week and the bin with garbage is still out on the curb today, LRS lied last week saying that they will pick it up and didnt. So, its difficult to trust that they will.

  Business Response

  Date: 10/30/2023

  Please accept our apology for the exhaustion and the circumstances affecting the consistency of service for trash and recycling.Were actively working with our operations team to determine what caused these occurrences to ensure we are meeting our standard of service. We appreciate the opportunity to provide a resolution. For the inconvenience, we offer a credit of $34.28 to apply to the next invoice.

• Initial Complaint

  Date:10/09/2023

  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.

  For WEEKS Michiana Recyling (now LRS) has left behind either large puddles of oil or puddles of leaking liquid waste that smells like diapers and dead fish. IT'S TOTALLY GROSS. And it's not only at every customer driveway in our neighborhood but drip lines of the liquid waste in between. None of this material is good to breath and oil is really not good going down the sewer. We used the website, called, left messages, tried to reach the **** no response as of yet. We called the ****************** Found out the ******************************** is ALREADY investigating these various spills in another neighborhood. LRS needs to work with the county to properly clean and remove any oil and liquid / solid waster from our streets ASAP.

  Business Response

  Date: 10/20/2023

  We appreciate the photos included in customer contact regarding the issue of puddles of liquid found in the neighborhood after service. After further research, we found the issue affecting one of our trucks and have downed this truck in preparation for repair. We have a company called Inserv out in this area right now cleaning up streets, specifically, spot washing.  Please know we will not return this truck to service until the floor is replaced. 

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20714986
  
  I am rejecting this response because:

  InServ came today in the pouring rain. Their powerwashing results did not lift any of the oil stains nor did they wash away or remove the liquid piles of trash dotting the streets as shown in the attachments. So we still have brown piles of toilet tissue, bottle caps, food waste and other disgusting garbage. This is on Hillside Drive. We have not looked at other streets. I have already received two communications from upset neighbors, one of whom was upset because he thought ****** was coming today. They did come, he just could not tell any difference in front of his property.
  
  I did reach out to ******************* from LRS in Niles this morning by phone to inform him of what I was observing but have not heard back.
  
  Will any more cleaning be done to actually remove the oil and trash?
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/13/2023

  Weve made multiple connections with the customer and head of the *** including meeting face-to-face Monday, October 30th. We have sent ****** out a 2nd time and talked to Elkhart **************

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20714986
  
  I am rejecting this response because:
  
  The BBB process does not allow much flexibility. For the past two weeks the truck(s) appear to not have leaked. We (including the **** are thankful for that. However, the staining we have on our streets from the leaks may be permanent and repaving is not scheduled for many years. We looked into that with our county. There are possible solutions such as acid that have worked in other communities. A followup call was promised to our HOA president *********************** about next steps but to my knowledge he was never contacted. I was in touch with him this evening.
  
  So the trucks not leaking is acceptable. The permanent oil staining without promised followup about possible further cleaning is not acceptable. As far as I am aware the county is continuing to review options.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/22/2023

  We appreciate the customers feedback and their confirmation that there are no leaks from our trucks when servicing the neighborhood. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20714986
  
  I am rejecting this response because:

  Continued to be happy that the truck has stopped leaking. There has been no rain on the past few Mondays.

  Neither I or the *** (to my knowledge) has heard about the semi-permanent or permanent pavement damage from the oil and other stains. LRS had promised to followup with the *** president.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/02/2023

  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.

  LRS violated our contract on Sept 1, 2023 by increasing our monthly garbage pickup rate from ****** to ******. An increase in our rate is not allowed until October 26, 2023 and is limited to 5%. In addition, LRS failed to prorate our October invoice. We cancelled our garbage service with LRS as of October 20, 2023, due to their repeated failure to pick up our garbage. Our October invoice should be prorated to adjust for payment only through the 20th of October. Further, we have called LRS multiple times, emailed them over 10 times and also completed their "contact us" form on their website in order to resolve these billing issues. LRS refuses to return our phone calls or emails. We have even requested a new account rep, since our current one refuses to help us, and LRS does not answer our requests or even respond with a phone call or email.

  Business Response

  Date: 10/17/2023

  Please accept our apology for the circumstances affecting the consistency of service for trash and recycling. Were working with our operations team to determine what caused these occurrences and to make any necessary adjustments. Regarding the rate increase, the 5% mentioned in the contract is for the base rate only and the account was increased correctly. In addition to variable fuel rates, there was an increase of $1 due to the ******* Permit fee which increased on 09-01-23 and this was allowed per the rate adjustment paragraph included in the contract. For this instance,we offer a credit of $75.

  Customer Answer

  Date: 10/18/2023

   
  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,
  
  Mont ****************************** ***********************

• Initial Complaint

  Date:10/02/2023

  Type:Product 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 represent the condo association at **************. We have been attempting to change our service level with *** for months with no resolution.1) April 3 2023 - executed contract with lower rate. I unfortunately do not have a copy of this as the DocuSign link expired, but I have an email confirming the change to $420 per month.2) May 17 2023 - Executed contract for trash bin removal. The bin has still not been removed and we are still being charged the full amount. I unfortunately do not have a copy of this as the DocuSign link expired, but I have an email confirming the service reduction.Our "account manager" is entirely unresponsive and when I call the *** customer service number, I am usually rerouted a couple of times and told that someone will call back. No one ever does.We want a refund for service price delta from April 3 until current. Additionally, we want a refund from May 17 contract execution until today for removal of the third trash bin that was requested despite not being fulfilled, which would have reduced the bill $80 per month.We have paid $2,654.36 from April until now. In total the overages would amount to $559.36.

  Business Response

  Date: 11/07/2023

  Please accept our apology for the circumstances. Our account executive spoke with the customer about changes to the agreement. A new rate and a credit for the prior months going back to March was approved and processed. 

  Customer Answer

  Date: 11/08/2023

   
  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. Thank you to all parties involved for resolving our issues.
  
  Sincerely,
  ***********************

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service 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.

  Subject: Formal Complaint Against Modern Waste (now LRS)Dear Better Business Bureau,I am writing to formally lodge a complaint against Modern Waste (now known as LRS) regarding my experiences with their trash services. As a loyal customer for over 20 years being bought out by several different companies , I have encountered numerous issues that have caused significant inconvenience and frustration.My concerns and grievances are as follows:Last year, in July 2022, there was a consistent failure on the part of Modern Waste to pick up my trash for an entire month. Repeated calls to their customer service resulted in a series of excuses. In September 2023, on the 15th, my trash was not collected again. When I contacted Modern Waste, they informed me that my service had been stopped due to a 45-day delinquency. I have been complaining about the irregularity of their billing and lack of notifications for the past couple of years and not receiving my E-statements, they provided no resolution until I paid over the phone to reinstate my services.Despite using the contact form on the Modern Waste (now LRS) website, My subsequent attempt to reach out on their ******** page resulted in Mr. ** the operations manager, contacting me. It appeared that they only responded promptly when they realized it was a formal complaint.My interactions with Modern Waste (LRS) have consistently indicated a lack of effective communication skills and an unwillingness to address customer concerns promptly. This has been an ongoing source of frustration. Given the multiple service disruptions, billing irregularities, and the overall lack of satisfactory resolution, I am requesting the following actions:A thorough investigation into the billing discrepancies and the reasons for service interruptions.A review of their communication procedures and practices to ensure customers receive timely notifications and responses.Compensation of $22.00 for the one month trash not picked up

  Business Response

  Date: 10/17/2023

  Please accept our apology for the circumstances affecting trash service with Modern Waste. As the new waste removal and recycling provider in your area, we appreciate the opportunity to understand our residents' experiences and reach a resolution for past service, specifically,the loss of 1 month of trash pick-up. In addition to the $22 refund requested,well also credit the $20 stop service fee. We appreciate your business and look forward to serving you in the future.

  Customer Answer

  Date: 10/17/2023

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

  To buisness 

  Thank you Lakeshore recycling for addressing the issue with Modern Waste trash services . I appreciate your apology and the resolution you've offered. The $22 refund and $20 credit for the stop service fee are certainly welcomed. I look forward to improved service in the future as the new provider and continuing my business with you.

   

• Initial Complaint

  Date:09/15/2023

  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.

  I reached out to this LRS because the ******************* in which I reside has a contract with them for garbage removal. The representative who answered the phone was completely incapable of speaking professionally to me. I requested for the truck driver, who was still in the neighborhood to come around and pick up the garbage, which I put out late due to a family emergency. She refused to contact them because I asked for a courtesy fee waiver. She continued with the snarky remarks and disrespectful comments after I explained that I was very disappointed with the service being provided. When I asked to speak to her direct supervisor, she wouldn't give his contact information, but instead transferred me to his voice mail. I also asked for the physical address of this company where I can possibly make an appointment with the manager. After that again her comments were offensive and unprofessional. As of now, the company still hasn't solved the garbage pick up issue.

  Business Response

  Date: 10/17/2023

  We understand emergencies can happen and hope everything worked out positively for the family member.  Our drivers are on a scheduled route serving our customers on their designated day starting at 7 a.m. Since the trash and recycling recovery schedule has remained unchanged since April 2021, we recommend placing the garbage out the night before service to ensure prompt recovery on service days. In the event the trash isnt out on time for pickup, a prepaid same-day call-out fee of $15 applies plus $21.22 per yard with a 2-yard minimum. We can issue a one-time courtesy for accounts in good standing.
  

  After further review of the notes and actions taken on the customer account at the time of their call on 09/15/2023,there was a work order entered for the driver to return at no charge to the customer as a one-time courtesy on the same day of the original complaint. We value the customers time and apologize for the aggravation however, a full credit to the account for the next billing cycle is not warranted because LRS took action to ensure same-day recovery and the cost to return exceeds the monthly service fee. The manager has been notified of the customers experience with the phone rep and a review is underway to determine appropriate action. We appreciate hearing the customers feedback and the opportunity to address their concerns. 

• Initial Complaint

  Date:09/13/2023

  Type:Customer Service 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.

  LRS took over service from Michiana waste and recycling - roughly July.No notification to customers of this no notification to customers that they will "temporarily" discontinue recycling service no ETA as to when recycling service will resume I switched my service to Waste Management 9/13 - ******** service agent with LRS stated that because I changed my service to a competitor they would not issue a credit of my balance paid through November 2023. So, 11 weeks paid and zero credit.

  Business Response

  Date: 10/18/2023

  Please accept our apology for the circumstances affecting our communication on recycling service during our transition. LRS acquired Michiana Recycling and Disposal in January of 2023. To support the integration into the Michiana market, we worked closely with the current team in evaluating existing processes and practices as a way to ensure our recycling and diversion benchmarks are met. It was during this review period that we determined the yellow bag program did not perform to our standards and needed to be discontinued in order for us to develop a more robust, scalable recycling solution.
  
  The transition from a yellow bag program to a cart program reduces the risk of contamination or the mixing of recyclable and nonrecyclable materials. When contamination happens, there is a higher risk of recyclable materials ending up in landfills. Placing recyclables directly in a cart rather than a bag, ensures materials stay clean, allowing us to process higher volumes of recyclable materials and improving diversion metrics for your community.
  
  LRS has some of the most rigorous sustainability and operations standards in the industry, and we are committed to bringing these practices to all of our customers. Again, we apologize that this temporary lapse in communication caused a lost opportunity to provide trash and recycling services for your residence. As a result, we can provide a refund of $49.30.

  Customer Answer

  Date: 10/18/2023

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

• Initial Complaint

  Date:09/12/2023

  Type:Order 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.

  Date: July 25 2023 Amount Disputed: $128.30 Business Committed: Recycling removal Nature of dispute:We signed a contract with Lakeshore Recycling in 2020 for 1 garbage and 1 recycling service and in February of 2022 we cancelled the 1 garbage service and kept the recycling. We expected a $50 removal fee as stated in the contract, but several months later I called our **** ************************ to let her know the bin hadn't been removed, she said no problem someone would come remove that. She never mentioned the fee, simply thanked me for letting her know and said they'd pick it up. The bin was never removed.We decided to end all service in Dec 2022 and when I spoke to ****** were told we couldn't until the end of the contract in June 2023; this conversation was not noted in our account. Accordingly we cancelled the service in June 2023, but were charged $352.31.The exact language on the letter that was sent us was "We will accept the amount of $352.31 to cancel your account. This includes liquidated damages in the amount of $229.41 (equal to the average monthly cost of the last 6 months of service), current balance due of $0.00 for ****************** as well as container removal fee of $122.91. To exercise this option, please complete the enclosed "Request for Cancellation" form and return to my attention with your payment," We returned the cancellation letter along with a check for $352.31 via certified mail as instructed to close the account. The ******************** bin was removed at the end of June 2023.They have now sent another invoice for the cost of removing the first bin; for an additional $128.30. We sent a refusal letter regarding this charge and they responded "Your account is closed but you havent paid for the removal of the cart or the fuel which the total is $128.30. once you pay that balance, we can send a zero balance letter."Business resolution attempt: None. We want the balance of $128.30 zeroed out.Account Number: ***** Misleading Ad? No

  Business Response

  Date: 10/20/2023

  Please accept our apology for the additional invoice. After further review, we confirm the account is canceled and the amount of $128.30 has been zeroed out.  

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