Complaints

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• Initial Complaint

  Date:03/29/2025

  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.

  On March 25th it was the end if my billing cycle. It was the day of my pickup and my can was empty. I decided to cancel my account with *********************************************. I have been a loyal customer for over 10 years and I had finally had enough. I have talked to the owner on pervious occasions and have been met with rudness and extreme unprofessionalism. There wasn't a falling out this time I just wanted to move on to a kinder buisness and the competion was no longer too expensive. When I called the owner wouldn't let me cancel. She said I signed things and it's in her terms and conditions. I don't recall ever signing anything but it was over 10 years ago. When I called for a copy of said contract and cancelation policy's I was told by the receptionist that they don't exist and that she could not provide me with anything. Basically they are trying to charge me for another week of service because they don't want to pick up their own can. She said the only way I can get out of paying is if I bring back the can. It will not fit in my tiny car let alone, it's not my responsibility. I don't feel its right to not let someone cancel just to squeeze them for more money. It's not a lot of money but this buisness practice is unethical. I don't think what they are doing is right and they need to fix this with me and change there buisness practices for future clients. I am asking for them to not charge me for the week they refused to pick it up and for them to get their can. I would love nothing more than to be done with this company.

  

  Business Response

  Date: 04/09/2025

  Mrs ***** had called at 1:35 pm on March 25th stating that she wants to cancel service and wanted her tote pulled today. We had let her know that totes are only pulled on service days and she would have to wait until the following since they didnt call the day before.  We let her know that is common practice in our office and they had two options.  If they immediately wanted to be canceled they could bring their empty tote to our office before that Friday and we would close account with no more owed or they would have to wait till the following Tuesday and owe for one more week of $7.50 (we even told them they could have trash inside)  She was immediately irate and called 4 times that day stating she wanted it gone! We apologized that we could not make her happy and she just wanted to argue to waive 1 1wk fee.  I told her I would not due to past issues we have had with her. In 2022 she called yelling because they got a bill for extra trash (we had pictures to prove it - and states on website and billing card they will be charged extra) and wanted it waived she called 3 times that day yelling at my staff and I finally told her that charges stand.  She at that time said she was going to look for another company for service but never canceled. Then in 2024 she had failed to pay her bill and her service was disconnected and had to pay a restart fee of $25 (this is stated on billing card and website). She called yelling stating that we had no right to do this and she wanted it taken off immediately.  After her calling 5 times baggering staff. I waived the fee because she stated she had a c section and things were crazy and she must have just missed it.  So I did work with her to try and make things right even after she was very rude and mean to my staff!  We have worked with her over the years and constantly have had to deal with her being mean, yelling, calling numerous times and threatening our company.     

  Customer Answer

  Date: 04/09/2025

   I am rejecting this response because:This company is not being completely honest. I wasnt irate or yelling however I did call and try to reason with them. As would others who received extra charges. Its a common problem with ***. Also, facts are wrong. I had a c-section and could not push my trash down. My lid was over there 1/4th raised rule, that I wasnt aware of but was charged and I paid. That was the start of the problem. I get they had a policy but they had no compassion for their customer. I had called after to ask that they did not back up in my drive way as they missed tore up my yard a few times. That is where the many calls come in. I didnt pay my bill once because I never received my bill, when I called, they said my account was cancelled. Which was strange because they never even picked up my bin, called or sent a letter. In hindsight I wish I switched then but I didn't because she waived my fee. These encounters though have nothing to do with my issue. The issue is that I called to cancel and they refused to cancel me or pick up my bin. I understand that they didn't want to get it but that shouldn't be my responsibility. I also was told I signed a contract but when I called, they didn't have a contract or a cancelation policy. How are customers supposed to know what these policies are if they dont exist? I get that you can't cancel during your billing cycle but mine was done and over. I canceled before the next billing cycle. Another local disposal company told me that what they are doing isnt right. This is wrong and extremely unprofessional. My hope is that they can learn from this and treat other paying customers with respect and not just try and squeeze people for as much money as they can get. I was loyal to them for over 10 years. I even recommended them to a bunch of people including my family. The issues only arose in the last few years and I am sad to say I can't recommend this company anymore and I think what they are doing is wrong.
  
  
  

  

  Business Response

  Date: 04/09/2025

  Again, I am sorry that you are unhappy about our rules when it comes to canceling accounts.  We have never made you happy even when we had tried fixing it with you.   I have waived the $25 fee you insisted on, explained to you about the bricks you threw in your tote, explained to you about paying for extra trash.   We have sincerely tried and you call and hassle the staff and demand to take charges off or else.   We gave you two options...1- was free to haul the tote here and we would close out the account instantly 2- Wait to your service day (could even have trash inside) to pull and that would mean you would rent for another week.   You chose to rent for another week and have us pull it.    Our goal as a company is not to make our customers unhappy and we could not make you happy unless we went by your rules even though it would not be fair to our other customers.    We feel very belittled by you and do not appreciate the bad review on ****** you gave us without all the "right information" being told.   I do hope we can part ways and honestly hope your other hauler can make you happy in areas we could not.    Again, I am sorry we could not make you happy as a hauler and wish you the best with your new one.

  Customer Answer

  Date: 04/09/2025

   I am rejecting this response because: For starters they have the wrong person as regards to bricks. I was never informed about any bricks nor do I have/had bricks. Maybe a picture would be nice in the situation. This company likes to take a lot of pictures so I'm sure they would have attached it if that were true. I also see they keep avoiding the fact that they can not provide me with my alleged signed contract and or a cancellation policy. I guess that confirms my case. I refuse to take down my ****** review or back down on my complaint because everything I said is 100% the truth. I know they said that I have always been the problem and nobody can make me happy. That's not true and I had no problems with this company until 2021. Rumor has it that is when the previous owners retired in 2021. I don't think that that is a coincidence. Again I wish I had nothing to complain about and would love to have not had wasted my time by scabbling over $7.50. It's not a big amount but it's the principle. It's not right what this company is doing and nobody should have to go through this. I hope the owner takes this as a learning experience and does better in the future. As for me I am glad to be done with this and will update things need be but until then I'm leaving everything as is because it is the truth.