Complaints

This profile includes complaints for Best Way Disposal's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Best Way Disposal

  2577 Kentucky Avenue Indianapolis, IN 46221-5013

  
• 

  Best Way Disposal

  PO Box 421667 Indianapolis, IN 46242-1667

  

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:12/27/2024

  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.

  This is an ongoing issue that needs to be resolved. My trash service, Best Way Disposal, has never picked up my trash on heavy trash day. I have let this issue go for over a year maybe even longer (2 to 3 years). The people that drive the trucks are clearly too lazy to get out of the vehicle to pick up the trash that is left right beside the trash containers. They only pick up the trash in the containers with their trucks. I feel like I am paying a premium for a trash service that only gives me 50% of what they say they provide. I would like to be credited for the last 12 months I paid for their service for all the times they did not pick up my trash.

  Business Response

  Date: 01/02/2025

  Hello,

  We have been checking the records, and we have not seen any complaints from previous times, and it shows that we have picked up. 

• Initial Complaint

  Date:12/18/2023

  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.

  Best way canceled my trash pick up in November and failed to provide any notice ahead. No mails no phone calls, and no voicemails. We have been paying them on time but they just dropped the service for whatever reason.I called last week to ask them to pick up their trash containers and it has been outside for several weeks now.Best Way Disposal account ***************

  Business Response

  Date: 12/26/2023

  We pulled out of ************* for residential services.  Our office called all of the customers we had to inform them that we would no longer be servicing that area by the end of this year. According to the notes it looks like the number we had on file for ******************** was invalid.  The trash carts were removed from his home on December 20th according to our trash cart removal run.

  Customer Answer

  Date: 12/26/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:11/28/2023

  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 with Best Way customer since approximately 10 years. Over the past several years the service has been very inconsistent with pick up, my trash cans have been taken. I have been paying the bill on a yearly basis. Recently, I made a partial payment of $172.20 for the remainder of 2023 and part of ****. I was advised that my account was on hold for non-payment of the full year. I then requested a refund and was advised by ************************************************* that a refund would not be issued due to account being on hold. ***** then advised she could switch my account to quarterly. With the inconsistent service I have received over the past several years, I no longer want to be serviced by Best Way and request to be refunded the full amount.

  Business Response

  Date: 12/04/2023

  Attached are copies of her original invoice sent 10/1/23 , a copy of her first reminder letter dated 11/7/23 that indicated service would be interrupted if payment was not received within 5 business days, and a copy of her second notice stating that services have been suspended and failure to pay would result in collections dated 11/13/23.
  The customer made a partial payment online of $172.20 which posted on 11/28/23, leaving a balance of $172.20 still owed on the account. We received an email from the customer later in the afternoon on 11/28/23 stating shed paid and wanted to confirm she would receive pick up that week. Our rep emailed back letting her know that we couldnt guarantee a pick up the following day unless the full balance on the account was paid by 5pm on 11/28/23. The customer then asked to cancel service and requested a FULL refund.Our rep responded that we do not issue refunds and copied our Billing Manager into the email letting the customer know to reach out to her if she had further questions.
  Our Billing Manager emailed her again telling her that we would not issue a full refund. Eventually offered to change customers cycle from yearly (October 2023-October ****) to quarterly cycle (October 2023 December 2023) and told her we would issue a partial refund for any funds after cycle expiration and carts being returned. The customer then indicated she did not want to do that and would contact an attorney. She also indicated that she wasnt canceling service due to the hold wed place *** the account, but said it was due to inconsistent service; however her account does not reflect that. I do show 3 missed pick **** but they were resolved with next day pick up after the miss was reported.
  Unfortunately, the customer wasnt open to compromise regarding the refund and refused to take any responsibility for her unpaid bill and failure to call to make appropriate payment arrangements to prevent the account from going on a hold, and our invoice clearly states that refunds are not given.
  We are more than happy to refund any leftover credit on the account after her cycle expires on December 31, 2023 and once our carts are returned to us.

  Customer Answer

  Date: 12/04/2023

  Attached are several emails regarding the inconsistent service that I have received over the past years, with missed pick *** and the truck taking my cans.  In the recent emails, I never stated that I am canceling due to switching services. The $172.20 that was paid is for services that I no longer want and have requested a refund.

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Attached are several emails regarding the inconsistent service that I have received over the past years, with missed pick *** and the truck taking my cans.  In the recent emails, I never stated that I am canceling due to switching services. The $172.20 that was paid is for services that I no longer want and have requested a refund.
  
  Regards,
  
  *********************

  
  

  Business Response

  Date: 12/08/2023

  we can refund any overpayment but will not refund the whole amount as part of that payment covers services that have already received. We are more than happy to refund any leftover credit on the account after her cycle expires on December 31, 2023 and once our carts are returned to us.

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Best Way doesnt have authority to keep the payment made as it is for services that I do not receive from them. Which is stated in their response that my account is on hold.  Additionally their driver did NOT make any trip to my house for a pick up.  Regarding the cans, these are replacements for the cans their truck had taken during a pick up.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:11/13/2023

  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.

  Twice in the last month, trash has not been picked up on designated day. More than that the past six months. Calling the customer line does not help. You get The system shows he was there. Then why did no one on our cul de sac get their trash picked up? Its a new guy and picked up early at 6:30 am. A lie because I was awake and waiting to hear the school bus go down our road, and not once did I see their truck. Or Hes running behind. No special pickups are made for the houses missed. No reimbursement on our bill for paying for services not rendered. And fuel fees for pickups not done. The route supervisor is never at their desk for them to confirm information, so they say. Ive been with this company for a few years, after switching from ******. And they were great in the beginning. But the past year, its gone down hill. Im tempted to go back to ******, even if they are more expensive. At least theyre reliable. I guess its a case of you get what you pay for.

  Business Response

  Date: 11/02/2023

  **************** is not serviced by the Burlington, ** division of Best Way Disposal. This complaint would need to be directed to the Best Way Disposal in Greensburg, IN. 
  Thank you,

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

  Business Response

  Date: 11/14/2023

  Hello,

  Based on looking at the account, it appears that we have missed pick-**** but it looks like we scheduled to pick up extra bags to make up for the missed previous week when it has been called in as missed. I also see where we may have had some billing issues where payments were not received, and it was put on temporary holds. 

• Initial Complaint

  Date:07/26/2023

  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.

  on 7-25-2023 they were supposed to pick up my garbage, they failed to do so i called, they gave me the run around and then hung up on me, today 7-26-2023 i call again because my trash still hasn't been picked up, they yet again told me lies and hung up on me. i want my garbage picked up as i paid for. i pay $75 every 3 months to them, i have asked to speak to their boss and they tell me i can not.

  Business Response

  Date: 08/30/2023

  The truck had broken down on 7/25 that was running the route that this customer's address was on. The remainder of the route was scheduled to be ran the following day when the truck had been fixed. The customer called on 7/26 and let us know she had not been picked up on the previous day. The customer service representative let her know that it would be picked up on 7/26. Later that day, we did go out to the customer's address and picked up her container. The route supervisor also called and left her a voicemail that day as well to speak to her on the subject. 

• Initial Complaint

  Date:06/30/2022

  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.

  1. My trash was placed out on Monday night 6/27/22, and was not picked up on Tuesday morning 6/28/22. For reference trash is picked up on Tuesdays and placing trash out the night before a pickup date is what their website recommends doing. The receptacle was placed out to be picked up, adhering to the specifications that their website recommends. On Tuesday night, I arrived that night, and my trash had not been picked up, even though my neighbors had their trash picked up. I called Best Way, but their answering machine notified me that it was after business hours of 7am-5pm. I left a message.2. The next morning I called Best Way and spoke with *****, an employee at Best Way at 7:30am on WED 6/29/22. ***** said the person on route did not write down a reason for why my trash wasnt picked up. She asked when I put my trash out, I said it was put out on Monday night 6/27/22 to be picked up on Tuesday 6/28/22. ***** took down my name and phone number, then said she would call me back about getting a special pick up once she heard back from the route supervisor to confirm.3. In two hours after not hearing back, I called and spoke with *****, an employee at Best Way at 9:30am on Wednesday 6/29/22. ***** put me on hold, and said she spoke with ***** (the 1st employee), and said she had not heard back from the route supervisor yet. ***** said ***** would send a follow up email to the route supervisor, and that ***** or ***** would give me a call back once they heard back from the route supervisor.4. At 4:30pm on WED 6/29/22 I called. When the employee picked up, I asked if it was ***** and responded to her with my name and that I had called that morning. It was clear in her reaction ***** had forgotten about my request. She stated no one had gotten back to her about the request she submitted, asked for my address, and put me on hold. She then said she spoke with the route supervisor and my trash would be picked up on 6/30/22. My trash was never picked up.

  Business Response

  Date: 07/05/2022

  Hello, thank you for taking the time to discuss this matter. It looks like we dropped the ball on this one, and I apologize for the error on our part. I'm seeing the complaint internally, and it appears our folks made a mistake. I would like to offer an additional pickup for the customer for their trouble. 

   

  Feel free to contact me directly so we can arrange a resolution. 

   

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

  Best Way Disposal 

  Operations Manager

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