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

  39578 Grand Ave North Branch, MN 55056-5070

• 

  Lakeshore Recycling Systems

  6132 Oakton St Morton Grove, IL 60053-2718

• 

  Lakeshore Recycling Systems

  1311 35th Ave Seaton, IL 61476

• 

  Lakeshore Recycling Systems

  265 N Janesville St Milton, WI 53563-1306

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2024

  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.

  Took place 7/2/24 at approx 9:25- on ************************************* in NLR.As per the pic the garbage truck debris fell and damaged my vehicle,And had not only me behind schedule but 1 passenger late to Maumelle and the other late for work.Whole day gone to trash.Have emailed and called the listed numbers.No help.No reply,always an answering machine No the business has not tryed contacting me

  Business Response

  Date: 08/08/2024

  We apologize for the inconvenience the incident has caused. Our operations manager contacted the customer to address their concerns and communicated the next steps towards their desired outcome

• Initial Complaint

  Date:07/15/2024

  Type:Delivery 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 live in ****** IL, on June 25th I called and ordered a second 95 gallon trash can. I paid the $25 delivery fee and was emailed a confirmation stating delivery was July 2nd. I have made three attempts to get a refund with no success. I also never received the garbage can. I have been told twice that my delivery would be in 48 hours and twice I have been told my refund has been processed. I have emailed the company with no response.

  Business Response

  Date: 07/23/2024

  We apologize for the experience. We confirm a refund request was entered on July 8th. The refund will be processed, and the funds returned to the customer within ***** days.

• Initial Complaint

  Date:07/14/2024

  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.

  We began our service with DC TRASH OF ************ on October 2, 2017 at a cost of $60.00. At that time, there was no charge for containers. We used our own trash container and used the DC TRASH recyclable bin. When DC TRASH merged with LRS, we never received any information regarding the cost of recyclable bins. When we received our statement for July 1-September 30, 2023, our cost was $111.00. We decided to look around at other companies and their costs and policies. Our last pick up was July 31, 2023. Our September 13th invoice balance was for $103.43 which included trash removal and one regular trash container and one recycling bin. On September 19, we talked with someone and paid $37.00 and closed our account. Unfortunately, we didnt write down who we talked with because we assumed that this was all handled. On October 19th, after receiving another invoice, my husband talked with ****. He said that he would have someone call us back. No one ever did. In January, we received another invoice and my husband talked with ******* on January 10. She said that if we paid $30 for the recycling bin, then all the other charges would be dropped. If we didnt, then this would go to collections. We sent a check for $30. On April 4th, we contacted customer service again and talked with ******** and then with ********. She thought that the $37 payment was never accounted for. She closed the account and set the balance to $0. We received our April invoice with a $15 late fee and a balance of $81.43. We ignored the April invoice thinking that maybe the system hadnt caught up. Last week, we received another bill for a $15 late fee with a balance forward of $96.43. I sent a letter in January and will be sending a letter tomorrow. We have been going through the process of closing our account for a year and that just isnt right or acceptable. We keep being told our account is closed and we will owe nothing if we just pay one more fee.

  Business Response

  Date: 07/18/2024

  We apologize for the experience. After further research, the account had an adjustment of $67.57. The invoice ending 4871 reflects $60 in container removal fees that were never paid by the customer this is why there were late fees.  We confirm the account was closed in August and have credited the account $111.43. There is no balance due.

  Customer Answer

  Date: 07/19/2024

   
  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,
  
  ****** And *****************

• Initial Complaint

  Date:07/12/2024

  Type:Delivery 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 paid for a larger recycling can on May 31, 2024 and have yet to receive it, as of July 12th.Contacted multiple times via phone call with no resolution - formal complaint was made but does not appear on account. Told multiple times it was scheduled to be delivered. Given runaround by customer service and no means to speak with delivery operations team directly. Internally told they can only communicate electronically, no calls.Recycling can to be replaced has remained at the end of my driveway every day.Beyond lack of delivery, all calls made involve long hold times (30 plus minutes) before speaking to rep with no successful resolution.

  Business Response

  Date: 07/18/2024

  We apologize for the experience. After further research, the container was scheduled for June 5th in error as we are in ***** on Thursdays for container movement. We rescheduled the delivery date to June 6th and learned a truck issue impacted our scheduled deliveries. We attempted again on June 27th, but the driver reported the container was not out. Unfortunately, the following Thursday was Independence Day making our next opportunity to complete the customers request July 11th. The customer confirmed via email that the container arrived on July 11th and the size is as requested.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21981454
  
  I am rejecting this response because:

  1) Deflects responsibility and externalizes blame

  2)  container was available on June 27th

  3) does not address lack of response following multiple calls over six week period

  4)  does not address internal complaint made - no acknowledgement - was complaint ever actually recorded?

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

  Business Response

  Date: 07/23/2024

  Although there were delays affecting delivery, we acknowledge the customer confirms receipt of the container, and we appreciate their additional feedback.

• Initial Complaint

  Date:07/11/2024

  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.

  6/21/24 - 7:10a Per ********** leave missed cart curbside. Missed pick up fee $15. Told her it will be just the Recycle bin. I had it charged to my Discover card. ****************************6/21/24. Around 2-3p Per PatrinaThe last time for missed pickup is 7:30p so if you see a truck pass by, they are going to another ****************************6/24/24 8am Spoke again to ****** and explained that after all the assurances from her and again ******* no LRS truck ever came and so on late Saturday my husband dragged the container back off the curb. ****** was surprised but I told her that I have video of the container on the curb still filled up. And she gave me the option to just wait until our regular pick up and refund my $15 or she could order another p/u and I told her Ill just wait for regular pick up but I want that $15 charge to be reversed on my Discover card. ****** says ok and it will take up to 7 days for the reversal. Tried following up 7/10/24 was transferred and then kept on hold for 21:13 minutes with no one answering so I hung up at 3:18pm CST

  Business Response

  Date: 07/12/2024

  We apologize the extra pickup did not go as planned. We confirm a refund request is on the customers account and once processed $15 will be returned to them within 7-10 business days.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21970640
  
  I am rejecting this response because its been well over the 7-10 days that I was promised by a ****** that the $15 would be refunded to my credit card and I would just wait until my regular pickup day which would be the upcoming Friday and so when I once again called to complain that my refund still had not occurred and was put on a long hold to which I finally hung up disgusted feeling totally lied to.
  

  It maybe $15 but its mine and since the service was not met, I want it returned!
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called 5 separate times over the last week and can't get ahold of customer service or get a callback to close my account. We have sold our home and move out tomorrow therefore need to cancel service immediately. We have tried the callback queue, left a message via phone, sent a message via website, left a message with a billing customer service agent who said they couldn't help us with a cancelation, and waited on hold over a half hour twice before having to hang up for other calls. We have service at a second address that I'd like to cancel at this point as well because I can't do business with a company you can't get ahold of.

  Business Response

  Date: 07/10/2024

  We apologize for the inconvenience of extended wait times during our peak season. We received two online forms with two different emails and service addresses. Once we determined both requests belonged to the same customer, we were already contacted via social media and began to work with the customer online. For the experience, we offered the customer a removal rate of $15 per container, a 50% discount for removal of 4 containers, and offered to bill these final charges instead of taking prepayment. We confirm the cancellation requests have been processed and removals entered for Wednesday, July 17th. Please leave containers out by 6 a.m. until removed.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21955968
  
  I am rejecting this response because:
  This complaint was closed but is not actually resolved as I thought it was.  I was finally able to get ahold of the business through ******** messenger and the person who returned my messages assured me that they had closed my account, sent a final bill and scheduled pickup of the trash cans on Wednesday July 17th at 6am.  The trash cans were at the curb of the address I told them they were at at the appropriate time and were never picked up.  We left them out thinking maybe the pickup was just delayed, but they are still sitting at the curb 2 days after the supposed pickup.  I still have no way of getting ahold of an actual person via phone and never actually received a phone call from them.  I have sent another ******** message and am awaiting a response.  
  

  
  

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

  Business Response

  Date: 07/24/2024

  We are sorry we did not connect to your call fast enough while our agents were helping other customers and for the delayed container removal's impact on the moving process. Our operations team confirmed the containers were collected on Tuesday, July 23rd. Thank you for leaving them out for us.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21955968
  
  I am rejecting this response because: Although my cans were finally picked up, I am still waiting on a call from a manager that was promised to me on July 19th.  I also received a message on July 23rd that a callback request had been submitted on my behalf.  It is July 25th and still have not received a call back.  I would like to discuss the fee that I am being charged to pick up the cans.  Considering all the time and effort on my part to cancel this account over nearly a month, I do not think it's fair to now also charge me to remove the cans.  The fact that it is so difficult to get ahold of an actual person at LRS is quite alarming to me as a consumer.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/27/2024

  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.

  Despite multiple calls to lrs recycling- no one has made a picked up at our residence the past 5 days. When calling- they say they will send someone, leave it out till 7pm. It still has not been oucked up.Our account is paid up.

  Business Response

  Date: 07/02/2024

  We apologize for the inconvenience. We reported missed recycling to our operations team on Monday, June 24th, and asked the customer to leave the container out for recovery within 24 hours or by the end of business day on June 25th. Unfortunately, when we returned to recover the recycling on June 25th the container was not out as reported by our driver. In this service area, extra recycling is unlimited at no charge. The customer can place the extra ******************** beside their recycling container, and well collect the extras on their next service day. Alternatively, we can provide pick-up on a non-service day for a prepaid fee of $15 per truck call-out plus $15 per yard with a minimum of 2 yards. If the customer chooses this option, they can reach us at ************ and select option 3 to process prepayment with a live representative.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21912862
  
  I am rejecting this response because:

  whole neighborhood would vouch that not only was container out  at appropriate time but remained out the entire time till this past friday evening when all hope was lost. Was told I would get a call from supervisor. Never happened. 
  never received report of video footage.

  my security cam only show truck at neighbors home. But not sure if that was recycle or trash.

  This was also the second occurrence of a missed recycle pick up. Driver needs training or  needs to find another job

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

  Business Response

  Date: 07/10/2024

  We appreciate the customers feedback and will keep it in mind regarding future service.

• Initial Complaint

  Date:06/25/2024

  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 had service with Modern Waste now called LRS. Ended service because they kept taking my price up 3 times over 1 yr. I called in March 2022 to complain lady was rude and I said I would find other service when my term ended because I didn't agree with them jumping my price again. I was paid up thru Apr 6th 2022. I found new service that picked up where they left off. MW never picked up again after I stopped driver but billed me for another 3 mos term in which no service was ever provided. Their claim is they don't see where I cancelled in their log they make no sense they know service stopped in Apr which would be start of new term so how do they think they could even be entitled to 3 mos of pay? Not to mention they continue to add a 3.00 finance charge every month racking up the bill the last 2 yrs but don't pick up my trash. I have called them like 4 times over the 2 yrs asking to remove charges and they continue to say I never cancelled. False monthly bills are harassment! I don't owe them a *****. I was paid up to term, went with a new company. My call to discuss my bill them refusing to hear me out ended my service as I told them on that call I would be getting service elsewhere as I did. Not my problem the lady didn't note it supposedly but regardless they no longer picked up my trash because they didn't get another payment ...why because I went elsewhere. So they make no sense and I need help getting this resolved. The original amount they billed was $65 and have added over $42 in finance charges When num 1 I have a right to end service when I want wasn't in a ************ was paid up thru Apr and decided to move forward with a less expensive company so how dare them think they can get paid for service they stopped providing and to continue to add fees to a CLOSED unserviced account. This seems illegal! Bottomline I cancelled, didn't pay for new term which ultimately ends *********** haven't been serviced by them since 2022. And was under NO CONTRACT!

  Business Response

  Date: 07/08/2024

  We apologize for the experience. The account is closed and there is no balance owed. 

  Customer Answer

  Date: 07/17/2024

   
  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. Thank you for handling the matter. I agree to the resolution.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/10/2024

  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.

  I have been the most patient customer for 6 months. I have received half of my pickups even though I continue to pay my full bill. I have been lied to by your staff multiple times. The only one that seems to care is *****. She was helpful, she did what she said she would do. However, this past week is my breaking point with this company. I was not picked up on Wednesday. I called Kitty. It shows I was picked up(this is common as I believe they **** it picked up so they can go home early). She put in for a missed pick up. She contacted disbatch and made sure I was on the schedule. No one came Thursday so I called Friday AM. That person said I was on the schedule. I called at 2pm as no pick up had happened. She assured me he would be there. Of course that was a lie. My dumpster is overflowing now with trash. I will be contacting my attorney as I want a refund for the last six months. I will be contacting the BBB and Chanel 7 news. I lead a global sales force and if any of my people had the integrity level that this company does they would be fired. I have no idea how you stay in business. I have been the most patient and forgiving customer but you just cant get it together. No one, no customer should have to deal with this level of service. It is mind blowing.

  Business Response

  Date: 07/08/2024

  We apologize for the experience and appreciate the customers patience while we researched this issue. We confirm service occurred as scheduled except for two occasions where the driver had to call in to report safety issues due to inclement weather. Although we cannot offer a refund, operations management is aware of the customers concerns and will keep them in mind for future service. We appreciate the customers understanding. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21821220
  
  I am rejecting this response because: I know that service was cancelled due to safety issues on our roads twice. However, what is happening is that the drivers are marking it as "picked up" but never actually showing up.  I am guessing this happens because they are trying to shorten their shift.  You should be aware of this. I call in and each time your employee says "it says it was picked up", however that is not the case.  I will say that I have had 3 weeks without a missed pick up and that is the record so far for 2024. So I thank you for that.  If my employees were indicating they took care of their clients but didn't, I would want to know.  So you might want to track the incoming calls of missed pick **** where the drivers have indicated it was serviced.  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/07/2024

  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.

  After moving to the area I have been paying for LRS waste, recycling, and yard waste weekly pickups since 5/4. I specifically purchased the annual yard waste subscription on 5/14. Since that time LRS has neglected to pickup my yard waste every single week. Over that time I have called over 20 times and spoke with multiple individuals to report this missed picked up every week. I have spoked with 10+ individuals, and they have confirmed I have paid for the service and say that the pickup will be made but it never is. I now have rotting yard waste bags in my driveway that have been sitting for a week despite daily calls to LRS. This is now causing issues with my neighbors which as a new resident is not the way you want to start off in a neighborhood. All I am asking is that LRS provide they service that I have paid them for. Given my calls, emails, and requests for escalation to sr. ********** have all been ignored I don't know how else to get this resolved.

  Business Response

  Date: 06/13/2024

  We understand rotting yard waste does not leave the best impression of service, especially when it affects our new neighbor. We apologize for that experience. A supervisor spoke with our customer on June 10th regarding the issue with yard waste and confirmed their subscription is paid in full. Additionally, a service reminder to our operations team was entered for todays yard waste collection as the first step towards returning the service line to a level of consistency we can all be proud of.

  Customer Answer

  Date: 06/14/2024

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