Business Profile

Waste Management Services

Live Oak Environmental, LLC

BBB Accredited Business NRRated by BBB

This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for Live Oak Environmental, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

248 total complaints in the last 3 years.
132 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/14/2025
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.
Company is charging fees after the fact with no notice or information available. I can not get a resolution form the company. I have called and emailed the local office and cooperate contact with no follow up. I believe this to be deceptive business practices. PLEASE HELP
Business Response
Date: 01/15/2025
Mr. ****** had the opportunity to speak with two representatives yesterday (01/14) and we received / responded to email on (01/15). We have waived the reinstatement fee for Mr. ******. I do believe we have gotten Mr. ****** taken care of and he is good to go. Live Oak is very appreciative of his continued service and we look forward to providing the best customer service experience out in the field as well as the call center.
Customer Answer
Date: 01/15/2025

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. Live Oak has reached out and corrected the issues at hand. I appreciate the BBB and Live Oak for taking swift action.

Sincerely,

****** ******
Initial Complaint
Date:01/06/2025
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.
This company was my residential trash collection company. Starting in November they did not pick up my trash , missed pickups. I could not get them out to pick it up as I had paid for so I cancelled with them . They picked up their can on Dec 9. They continue to send me bills for December when they picked up no trash and didn’t even have the can at my house. They also refuse to refund the three weeks in November they didn’t pick up. In short, they are charging for a service they didn’t pick not perform and continue to bill me when I am no longer a customer. Several calls to the business have been futile.
Business Response
Date: 01/06/2025
I had the opportunity to speak with Ms. ****** this morning regarding her concerns. I was able to get additional information from her regarding her experience and will be able to use this as coaching opportunities within the call center. Again, I apologize for the service you experienced and I assure you that Live Oak works diligently to provide the best customer service experience to all customers. The account for Ms. ****** has been taken care of and Ms. ****** has my direct contact information for any future inquiries.
Customer Answer
Date: 01/06/2025

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:01/06/2025
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.
Trash pickups are never on scheduled date (Sometimes they neglect to come at all),

Two price increases within 1 year of service.

Large investment company is buying up all small local sanitation companies in my area leaving everyone in our county no choice but to keep putting up with bad service and price hikes.
Business Response
Date: 01/10/2025
Live Oak works diligently to service all customers on their pick up day. We understand that this does not happen 100%, but we strive to get our trucks out as quickly as possible to recover the trash needs. We use cost saving measures to ensure price increases are as low as possible. Operational costs, which include parts, and equipment, have continued to rise, outpacing our cost-saving measures. Disposal increases have been significant, with some increasing by over 20%. Due to driver and helper shortages, we have had to raise our wages. Live Oak can appreciate your concerns on these issues and taking the time to express them. Thank you for allowing Live Oak to service your trash needs.
Customer Answer
Date: 01/13/2025

Complaint: ********

I am rejecting this response because: My trash service was only picked up on my scheduled date roughly 20% of the time. I call the customer service number multiple times without an answer after all automated messages are read to me. On off chances when someone DID answer the customer service number, I would receive the excuse of "We can't get people to work here to make sure the trash is picked up on time" -not my problem. I would understand if this were a one-off occurrence, but it wasn't. All of this disappointment for something as simple as picking up my garbage on time all while the prices continue to rise? No. I will find another locally owned business to handle my garbage needs. You should not acquire all of our small business in my area if you can't manage them effectively as the previous owners did.

I require a statement that my bill from January 2025 due on 1/20/2025 be reversed to reflect a $0 (ZERO) balance due.

Sincerely,

******** *******
Business Response
Date: 01/15/2025
I had the opportunity to speak with Mr. ******* today in regard to his concerns. The account has been closed, cart removal is in process and the balance for January has been taken care of. I have emailed Mr. ******* confirmation and my direct contact information has been provided for any future inquiries. Live Oak apologizes that we were unable to provide the best service for Mr. *******. Thank you for the time you allowed Live Oak to service your trash needs.
Initial Complaint
Date:12/16/2024
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.
Live Oak took over our trash service approximately 20 November 2023. Originally our trash service was on Mondays (have it to pickup area early Monday mornings). There were a few times where there was missed pickups due to truck issues and other reasons.

A couple months ago our service was moved to Thursdays for pickup. On Thursday 5 December trash was not picked up until the next day on Friday.

Last Thursday 12 December trash was not picked up. It is 16 December and the trash in our neighborhood has still not been picked up. Sometimes Live Oak sends a text the day of pickup or the day after as to why no service and when trash will be picked up.

This time we have not heard anything from the company and the trash is still not picked up.

This has become a regular issue with this company and unfortunately there are limited services for trash pickup in this area.
Business Response
Date: 12/19/2024
I had the opportunity to speak with Ms. ******* today in regard to her concerns. I have assured her that I am here to help and she has my direct contact information for any future inquiries. I was able to reach out to our Huntsville Operations team and was advised that trash recovery should go as scheduled today. Thank you again for taking the time to speak with me. I apologize for any inconvenience and appreciate your understanding.
Initial Complaint
Date:12/13/2024
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.
Live Oak has failed at picking up my trash numerous times over the last several months. This week they were supposed to pick it up on Monday but did not. No courtesy call was sent to let me know they were not picking up. I called three times this week with no resolution. They keep telling me that they’ve sent a request to the drivers, but no one comes and picks up my trash. They tell me they’ll pick it up one day and they never come. I asked to talk to the supervisor twice. No one has called me. I even checked my spam calls but none were from them. They are not addressing issues well. This happened at the beginning of my service as well when the Walker County Waste was taken over by Live Oak and now it’s reoccurring. I would like them to pick up my trash or give me back my money for December. I have canceled my service but have service until December 31st.
Business Response
Date: 12/17/2024
Our operations has attempted to connect with Ms. ****, but was unable to speak with her. A voicemail has been left to assure her that trash will be recovered today. Live Oak apologizes for any inconveniences and appreciates your understanding.
Initial Complaint
Date:11/26/2024
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.
In March of 2024, I signed up for trash pickup and paid in advance for trash bin delivery and 3 months of service. Trash bin was delivered within a few days and we had a start date of the following week. On trash pickup day, we were not collected. Fine- I called the service and they said they would send someone out the following day. This happened 3 days in a row until my husband finally caught the driver on the road and asked him why we were not collected. The driver said he was never dispatched to our location, so I cancelled the service and asked for a full refund. The customer service agent told me that I would receive a refund at the end of the month and that they would be sending someone to pick up the bin within 10 days. Nobody ever came to pick up the bin, nor did I receive my refund. Over the course of the next ~3 months, I called at least 10-12 times begging someone to pick up the bin so I could receive my refund. Finally, I filed a charge-back with my credit card and told the company that they had 10 days to pick up the bin or I would be disposing it. Again, nobody ever came to pick up the bin and I received conflicting information from every agent I spoke to. A couple months after this, I received an invoice for $15 and when I called, the agent told me that's the fee they charged me for charging back on my credit card. She told me she removed it and my account was clear. Now at the end of November, I received an invoice for $5. When I called, they told me that this was for trash pickup (which I never received) and that I was in collections for a bill of $70 something for the initial service (which I also never received) and that I would be charged for disposing the bin. I have requested to speak to managers, but every agent says they can't transfer me. I have requested to speak to the collections and accounting departments, and they can't transfer me there either. I just need help because I don't want this to go on my credit.
Business Response
Date: 11/29/2024
I had the opportunity to speak with Ms. ******t today in regard to her concerns and apologized for the amount of time it has taken to get this resolved. I have assured her that her account has a zero balance and is not in the collections status. I have also escalated the cart removal. Should anything else come up, Ms. ******t has been given my direct contact information.
Customer Answer
Date: 12/09/2024

Complaint: ********

I am rejecting this response because:
Someone contacted me by phone on November 29 to apologize for the situation and tell me that my account is clear and not in collections. She did say that she would escalate the cart removal (the same thing every customer service agent promised) and that it would be removed within 5 business days. It is now December 9 and the bin is still sitting there. I am beyond finished trying to get them to pick up the cart, but I am now concerned that I will be charged if I dispose it or make it inaccessible for their pick-up person. The lady that called blamed the situation on a third party contractor, but I no longer believe that line given that they have been given countless opportunities to make it right. I don't know what to do anymore because they are clearly not interested in keeping their word.

Sincerely,

******* *******
Business Response
Date: 12/09/2024
I had the opportunity to connect with Ms. ******* this afternoon. I apologized that the cart had not been removed and assured her I followed up with the Huntsville Operations Team again. Once I get an update from them, I will reach out to Ms. ******* again.
Customer Answer
Date: 12/11/2024

Complaint: ********

I am rejecting this response because:
Yes, she contacted me again on Monday and told me she would follow up with the team in Huntsville. She then let me know that she got a response that they would be picking up the trash bin on Tuesday. Of course, this did not happen.
Honestly feel like I am losing my mind. How is it possibly so difficult? If I have to bring the bin to them in Huntsville, I will do so. However, I will be also submitting an invoice for my time and efforts, fuel charges, and 8 months storage of the trash bin.

Sincerely,

******* *******
Customer Answer
Date: 03/04/2025

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:11/21/2024
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.
10/22/24 service was canceled via email due to poor trash removal. Included in email was cancelation of ACH debit. They stopped service but still charged bank account for monthly fee on 11/20/24.
Business Response
Date: 11/21/2024
I have had the opportunity to speak with Mrs. ****** and apologized for my error in not getting the trash account closed which caused November to draft. I have filled out the refund request form so that we can get this processed as quickly as possible. Again, I apologize for this inconvenience and appreciate your understanding. Your kindness means a lot.
Initial Complaint
Date:11/20/2024
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.
I started trying to close my account in April of 2024. In September, I called again because Live Oak put my account in suspense instead of closing it. According to Live Oak, my service is terminated, but they cannot officially close my account until my trash cans are picked up and officially returned to Live Oak. I requested in mid-late September that they pick up my trash can. After multiple weeks of continuing to request the can be picked up so my account could be closed, I came home from a long weekend trip to find a SECOND trash can had been delivered instead of the one can being picked up. Now I have TWO trash cans on my property that need to be picked up before my account can be closed. I have been trying to get the now TWO trash cans picked up for over a month. That is 9+ weeks of broken promises that the can(s) would be picked up. In the meantime, I continue to receive bills each month for a service that I have canceled. I was told on Monday afternoon by a dispatch supervisor that the cans would be picked up on Tuesday or she would come get them herself. It is now Wednesday, the cans were not picked up yesterday and despite another phone call to customer service and an email sent, I am no closer to resolution. I have been well beyond patient and resonable. My request is not unreasonable or difficult.
Business Response
Date: 11/21/2024
I had the opportunity to speak with Ms. ***** today and she confirmed that the trash carts were picked up yesterday. Due to no service in September, the balance for September, along with the Admin and Late Fees, have been removed. This action will leave the account with a $0 balance. I apologize again for the length of time it took to get the trash carts picked up. Thank you for the time you allowed Live Oak to service your trash needs.
Customer Answer
Date: 11/21/2024

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. However, I do wish to note that although they have stated in their response that my account now has a $0 balance, I do not have any confirmation of that in hand. Given the history of my experience with this company's follow through, I have concerns about stating all issues are fully resolved until I have proof in hand. For now, I will give them the benefit of the doubt.

Sincerely,

**** *****
Initial Complaint
Date:11/14/2024
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 have previously filed a complaint with the BBC. I was contacted the next day and was assured that I would receive a refund within 10 business days. As I have previously experienced over the past four months I have NOT received a refund for the amount transacted after I had CANCELED service. If you are wanting to stop using this company ensure you STOP AUTO PAYMENTS.

This company has so many complaints please reconsider why you are using their service!
Business Response
Date: 11/14/2024
Check # ***** was uploaded and processed on 11.07.2024 in the amount of 50.22.
Customer Answer
Date: 11/14/2024

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,

****** *******
Initial Complaint
Date:11/12/2024
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.
My trash was not picked up for the 5th time since live oak bought out Pineywoods trash service. The reason they gave me was that the truck would damage my road to my house to pick up our trash. The road is the same kind of road they have to drive on to get to my house. I find it funny that after over a year of having this same truck drive up my road that all the sudden it’s susceptible to damage. The first excuse was that my trash was not put out. That was not true because our trash was out the night before service. I have paid for this service for a convenience of having my trash removed, but they want to inconvenience us by telling us that we have to that the trash to the end of the road.
Business Response
Date: 11/13/2024
Live Oak apologizes that we are no longer able to service Ms. ********* road. Safety is paramount to what we do. The road the customer is on does not have a safe place to turn around, and we not using personal driveways dur to possible damages. A refund for any unused weeks has been initiated and we will get this processed as quickly as possible. Again, Live Oak apologizes for any inconveniences. Thank you for giving Live Oak the opportunity to service your trash needs.

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This business has 1 alert

Complaints

Customer Complaints Summary

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Live Oak Environmental, LLC is BBB Accredited.