Complaints

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:05/08/2025

  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.

  In October, I moved out of my residence. In November, I received an updated quarterly trash bill and called to notify that trash service would be suspended until I had a new tenant. They did not make notes on my account, then sent a physical mail reminder that never made it to my new address. They sent automated phone calls that get denied as Robo calls and their automated emails go to a spam folder. They are refusing to waive the charges because they did not note my account properly and $20 went into collections that has now grown to $45 due to their negligence and poor communication processes.

  Business Response

  Date: 05/22/2025

  Hello, we are sorry to hear you are displeased with our billing and communications. We desire to be fair with our customers and the price paid for services. We can appreciate your point of view and hope you can appreciate ours as we address the concerns.  

  Our system is one that automatically notates when we visit accounts and what actions are taken. Our CSRs also manually make notes of their interactions with customers to give a fuller picture of the conversation. This being said, if we had taken the steps to answer the call, pull up the account, and prepare the account for cancellation, then the account would show that. However, we have no manually-made or automatically-entered notes of a cancellation during October or November 2024.  

  We do try to reach out several times before taking further action on an account. In your case, we had reached out at least 3 times before the account was closed. We can understand it is frustrating if you do not receive these messages. We often recommend that customers whitelist our emails and phone numbers so that they are not mis-categorized. We understand the frustration, but also we ask that you understand that we cannot control the settings on our customers’ phones and emails; we can just suggest ways to avoid the issue. In regards to the paper invoice that was sent, we sent it to the last billing address we had. We did not receive an updated billing address and therefore could not include that information when we mailed the invoice.  

  Your current, overall total is $42.25. We are willing to meet you in the middle. If you pay $21.00, we will waive the remaining $21.25. Thank you for the opportunity to address your concerns.  

• Initial Complaint

  Date:08/16/2024

  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.

  My wife and I have trash service through Air Capital Waste. We’ve never been late on a payment for service. My wife logged into their system last month and made a payment for 3 months of service. They failed to pick up our trash yesterday. They called later yesterday afternoon and left a message for my wife. They claimed we didn’t make our payment. My wife checked our account t and saw that the payment in July was never deducted the money from our checking account. My wife made a full payment yesterday afternoon. Now I’m being to they wont pick up until next Thursday. I told them this was unsatisfactory. They said they’d pick it up on Monday for a 20.00 fee. So they want to charge me extra and also not give me a weeks of service even though it has been paid for. How many other people are they ripping off.

  Business Response

  Date: 08/19/2024

  Thank you for your consideration in this matter.

  The Koehn's did pay their bill in full on their trash service day at 4:15 PM. Unfortunately, the trash truck had already passed by their home at 6:16 am. Our company policy says the customer payment must be received by 4:00 pm the day prior to service. This was enacted to avoid this very problem. 

  We offered to come back on a different day for a $20 fee, this fee is spelled out in our policies. We keep our prices low by being efficient and not driving to a neighborhood multiple times each week. 

  I understand the Koehn's are disappointed they didn't get their trash dumped. We believe we followed reasonable business practices and our policies in this manor

  Thank You

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

  owner Air Capital Waste

  I have attached our communication with Mr. Koehn.

  Mr. Koehn:

  I’d like to know why my trash wasn’t picked up. My wife has paid the bill twice since July 2024 via your online service. I’m not very happy with this. I expect my trash to be picked up this week. If not, I’ll switch users. This has happened more than once.
  
  Thanks,
  Mike Koehn

   

  ACW:
  Good Morning...
  Thank you for your email...
  The system shows login information yesterday...the service day
  at 4:15pm, payment was not received until that time.  The driver
  had already been by at 6:16am.
  Payments need to be posted at least the day before your service day
  in order to show active for the driver.  
  We would be scheduled to be back on the next service day, Thursday,
  August 22nd.  We can take up to ten bags outside your cart for no extra fee.
  
  
  Kind Regards,
  
  
  Denise

  MR. Koehn:

  This is unsatisfactory. My wife logged in and paid it in July. It’s not my fault that your system did not take the payment. Payment was made yesterday after she received your phone call. A payment for the second time. My trash needs dumped before next Thursday.if it’s not dump before next Thursday, I will cancel my service with you ago with someone else. This is poor customer service. 
  Mike Koehn
  
  

  ACW:

  We are not showing any payment that was made in July in any form.
  I am showing the last payment we received was again, made online
  on May 3rd at 8:51pm.
  
  
  The next payment....yesterday at 4:15pm.
  
  
  
  
  Screenshot 2024-08-16 090245.png
  
  
  Wanting to make sure everything is credited correctly, do you
  have something that perhaps would show otherwise?

   

  MR. Koehn:

  Your customer service associates are rude.  Placing me on hold and not returning.  I’m wanting a week refunded of my account as I paid the full amount and you’re not providing the service.  
  
  
  If the refund isn’t provided I’ll be contacting the District Attorneys office and filling a complaint for failure to provided services that have been paid for.  As well as the Better Business Bureau. 
  
  
  
  
  Mike Koehn
  
  

  Customer Answer

  Date: 08/19/2024

  My wife logged in a paid the trash bill in July. However, Air Capital system didn’t process the payment. My wife has a screenshot showing she logged in and paid it in July. I attempted to explain this to the representative when I spoke to them. However, she was rude and wouldn’t listen to a thing I said. My trash still isn’t dumped. Now the driver will have to get out of his truck to pick up the additional bags and boxes. They never explained any of their policy when I called. They didn’t even offer the 20.00 extra pick up until I got upset over the whole situation. They need better customer service skills. 

• Initial Complaint

  Date:05/07/2024

  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.

  I was a loyal customer of Waste Link trash service. They were communicative, timely, dependable and ethical with sound business practices. Unfortunately, Air Capital Waste bought them out and their service has since gone to crap. Over the past year, we’ve noticed our trash going without pickup once every couple of months. However, the past two months it’s been an almost weekly occurrence. To the point I have had to call them again today about no trash pickup yesterday. Their call center rep was rude and said she’d “tell a manager” to call me. After no manager call and trash desperately needing picked up today, I called back. That rep said they were “prioritizing call reminders for bills to get paid” and that my customer service call would “be handled when they get time” after that. They’ve missed my trash collection repeatedly, of which I paid for in advance; yet my service is if not concern to them? Unacceptable! Now they won’t call back or set up my trash removal. Good thing I have logs and photos to support my complaint. They are a terribly unreliable and non customer focused trash service.

  Customer Answer

  Date: 05/20/2024

  I just wanted to let you know that I did hear back from Air Capital Waste regarding their lack of providing already paid for trash service at my residence. The manager who contacted me first let me know he was not happy I contacted the BBB. He then tried to call me a liar and complained that I had kept him on the phone for 7-minutes discussing resolution of the issue when he could be taking payments for accounts (collecting money). He refused to credit my account the mere $12 I paid for the weeks of trash service that didn’t get picked up on Mondays as per my contract, would not commit to having my trash picked up that day (which was already late), and would not even apologize for their error in picking up my trash. He had excuses for why they would miss picking up my trash and blamed me when I have photos on my ring camera and texts with time stamps from my daughters. By the end of the conversation, the manager was so rude and inconsiderate that I told him to refund my last month of trash service I had paid Air Capital Waste and I was canceling my account with them immediately. He had a truck over to get my trash and waste container in an hour. And I now pay $120 less a year for my trash service with a very friendly new company. Air Capital Waste wouldn’t make it right, they have no ethics in customer service and only care about the money. I resolved the issue by getting away from their bad service.

• Initial Complaint

  Date:03/29/2024

  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.

  The company does not provide the promised service and does not offer
  a reasonable remedy. The response is basically too bad we will do what
  you paid for when we get around to it.

  Customer Answer

  Date: 04/01/2024

  Need to drop the complaint

• Initial Complaint

  Date:09/13/2022

  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.

  Customer service is *****. Lisa, Cathy, rosie... If not they are not the exact same person, same *******************.
  
  If you decide not to do business with them any more, for any reason, they charge $**.
  
  What the heck? In other words, they charge you to start and charge you BEYOND SERVICE LIFE.
  
  WHEN asked what for... It's to pick up their bin and to use the computer to close the account.
  
  Seriously???
  
  They make you pay, for three months in advance.
  
  We are moving. We want to cancel services.
  
  We are paid up through the end of the month, new bill would be on October 1st.
  
  If they pick it up after the first, they want to charge me? Sounds normal, except I want to cancel.
  
  I asked what I am paid up until, they said till the end of the month.
  
  My new bill would be the first.
  
  Ok great. Cancel it. We won't be renewing.
  
  Guess what? They want to pick it up on the 27th!!!
  
  Ok fine, then I gets prorated refund for the days I prepaid? Nope!
  
  Plus I'm charged a $** pickup fee, when you are coming to collect it early??
  
  Ok, since you did I have paid through the end of the month then you will pick it up on our street on the 1st since I paid until then..., right?
  
  Nope!
  
  They said, you are paid until the last pickup.
  
  If I pay by the pickup, why am I charged by the month? And you have never used that terminology ever!
  
  Rosie told me.... "listen, You only have two choices here... We pick it up on the 27 or you pay us for the extra week"
  
  I told her I would not pay ANY extra than what we already paid.
  
  She said, then we will send you to collections.
  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/09/24) */
  Three CSRs and our VP of Operations tried to have a calm discussion and explain policies with said customer, but we will not tolerate rude behavior. Our CSRs are doing their jobs - they are human, and we will not allow threats (or "promises" as stated by the customer during one of many calls) to be made to our employees during phone calls.
  
  All trash is picked up weekly, on an assigned day. In order to keep our costs low, we only go into certain quadrants of the city on certain days of the week.
  
  When a customer cancels service, we pick up their trash cart ON their regularly-scheduled pick up day, in whichever week they choose. With gas prices as high as they are, it would be fiscally & environmentally irresponsible to run all over town the last day of each month picking up carts, and we wouldn't be able to offer our customers such low prices.
  
  If a customer needs to keep their trash cart through the last calendar day of the month, we can pick up the cart the following service day - which would be the first week of the new month - and we would prorate their bill to charge for only one week of service in that new month. We pick up the carts whether they're full or empty, so customers are able to continue using the carts until the moment we pick them up, thus creating the charge for one week of service.
  
  Being a locally-owned and -operated business, we work VERY hard to keep our costs as low as possible. Unlike other companies that service the ******* area, we don't put extra taxes, fees or surcharges on the quarterly bills. Our rates are flat (unless the bill is paid late, at which time a late fee will be assessed - late fees are listed on every invoice).
  
  This is a pre-paid service, meaning bills are paid in advance. As stated on every invoice, a small $** cancellation fee is applied when service is terminated. This doesn't even begin to cover the cost of mileage and driver wages to come to the customer's house and pick up the cart, wages/supplies for someone to wash the cart when it returns to our office, and wages/technology to have our CSRs close down and finalize the account. We feel this small $** fee is quite a reasonable price, especially when compared to other trash companies that charge $** for the same service.
  
  While discussing this matter over the phone with the customer, our VP of Operations gave a few possible options; the customer chose to terminate their account on the next regularly-scheduled pickup day. The trash cart was picked up on 9/20. Though our company policy is to issue refunds only if the remaining credit amount is more than $**, we decided to refund the previously-paid amount equal to one week of service (for one out of four Tuesdays/weeks/service days in September). This refund check is already in the mail.