Complaints

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

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  Live Oak Environmental, LLC

  4804 Hazel Jones Rd Bossier City, LA 71111-5322

  
• 

  Piney Woods Sanitation

  2004 Dupont Dr. Orange, TX 77630

• 

  Piney Woods Sanitation, Inc.

  517 N US Highway 69 Huntington, TX 75949-8893

• 

  Piney Woods Sanitation

  2568 FM 92 Silsbee, TX 77656

• 

  Live Oak Waste

  311 W Main St Whitehouse, TX 75791-3453

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: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.

  Live Oak took over the business from Piney Woods. Since it became Live Oak they have changed rules without telling us and they have missed several trash pick ups. Just 2 weeks ago they were a no show I called every day they said after 3 days a complaint would to sent to a supervisor. I asked that the supervisor call me. I never got a phone call. So this past Friday at 4 PM our trash had not been picked up. I called and was told they got a late start but it would be picked up. It was never picked up. I called today so now I'm getting the same run around ... they say it will be picked up today. I bet it does not get picked up. They did give me last time a 1 week credit .. but that doesn't help me having someplace to put my trash. We are in a small county, we dont understand how the delay and poor customer service continue. We pay on time we expect our trash to be picked up on time.

  Business Response

  Date: 11/12/2024

  I apologize for any delay or miss in service.  We strive to provide the best customer experience to all of our customers.  Our Huntsville route supervisor attempted to connect with Ms. ******* today at 12:12pm, but the phone rang once, went straight to voicemail and the voicemail was full.  She wanted to confirm that the trash was serviced this morning.  I have also attempted to connect with Ms. *******, but was unable to do so.  I was able to leave a voicemail and left my direct contact information in case Ms. ******* needs to reach out.  I am here to help.  

• Initial Complaint

  Date:11/07/2024

  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.

  On Monday 11.4.24 I arrived home after work to our very new very expensive private driveway completely tore up in several places. After going back on our security system we were able to determine a Live Oak trash truck entered the property, how long the truck was on the property in the spot the damages occurred, and also determine what the driver of the truck looked like as he is on our doorbell camera and is wearing the company shirt. Over the last 24 hours my husband and I have reached out to the company. The ladies we have spoken with in the office were supposed to notify *****, the Huntsville site manager, and *****, their safety man to have them reach back out to us. We have not heard back from anyone. I have attached photos of the driver below.

  Business Response

  Date: 11/21/2024

  This complaint was filed on 11/06 and I just received it today.  Per *****, our South Texas Director of Safety, "I am still working with this customer as to a solution.  They are equally assisting.   I have visited the property and met with the homeowner.   We hope to come to an agreement soon."

• Initial Complaint

  Date:09/19/2024

  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 May of 2023 Live Oak Environment sent a letter that they would no longer be serving our community, effective June 1st. I paid by the month and had already paid for June. At the end of June they sent me a refund. About 6 months ago they started sending me a bill, plus charges of $10.00 for 3 months, which I don’t know what they are for. We called several times and were told to ignore bill. We do not owe them any money. Now they are charging late fees and admiration fees.

  Business Response

  Date: 09/19/2024

  We will get credits issued for this account and make it zeroed out.  This was a mistake in our software and it has been corrected.

   

• Initial Complaint

  Date:09/17/2024

  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.

  I canceled my account with Live Oak Environmental after making my last payment in 2023. I have since been doing business with Magnolia Waste. I received a notice today, 16 September, that I have an overdue balance from September 2023 and incurred two late fees, totaling $105. I left my account in good standing and paid for one final three months and informed Live Oak I would be discontinuing my service in September and pursuing a cheaper competitor. See the attached bank transaction for my first payment for Magnolia Waste

  Business Response

  Date: 09/17/2024

  We had a glitch in our system.  We do apologize for the inconvenience and have issued a credit for $105 to zero out the account.

• Initial Complaint

  Date:09/17/2024

  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.

  I had trash service with Best Waste for several years. The business was sold to Live Oak who mismanaged their accounts. I canceled my trash service in June of 2023. In September of 2023 they sent me a bill with late fees attached. I called and spoke to a lady who removed the charges and stated she canceled my account. Today I received a bill with more late fees. When I called, she said my account was never canceled but put on a credit hold for non-payment, which has been affecting my credit score. She said she would contact billing to help resolve this issue. The frustrating portion is that I apparently have an active account with a credit hold because of negligence of the company.
  
  I made a post within my neighborhood Facebook page and several other people have received bills today that canceled service well over a year ago.

  Business Response

  Date: 09/17/2024

  We had a glitch in our system. I do apologize for the inconvenience.  I have issued a credit or the balance due and account has been zeroed out.

• Initial Complaint

  Date:03/04/2024

  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.

  The company we started with was Best Waste and eventually they combined with Live Oak. We received a bill that was $100 more and I called and waited for someone to get back in touch with me now here we are with a bill for over $300.00 I have contacted the company and they have decided to no longer pick up trash due to the past due balance yet they still haven't bothered to discuss this bill or the extra $100 I addressed with them over year ago.

  Business Response

  Date: 03/21/2024

  We've reached out to Ms. ******** but keep getting voicemail. The last time we contacted her was on 3/20/2024 and left a detailed voicemail for a return call. 

  However, we show that the account is in fact suspended for non-payment and need to speak with her about this matter. 

  Customer Answer

  Date: 04/02/2024

  I am in the process of back tracking payment receipts and have spoken with ****** ***** and we are in touch with each other. 

• Initial Complaint

  Date:02/12/2024

  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 have tracked our service performed since August 2023. Of the last 28 weeks, our dumpster has not been serviced 10 of those week. An addition 5 of those weeks were late service due to calls requesting the weekly pick up we pay for. We have placed many calls seeking solutions, continuity of service, notification if an issue arises that prevents servicing, or a COMPROMISED credit to our account rather than a full credit, without success. They have recently endangered our animals (01/26/24) and left a mess (02/09/2024), with no improvements to service or cost.

  Customer Answer

  Date: 02/13/2024

  Submitting screenshots of account invoices and payments relevant to reported time period. I also have 7/2023, in addition to 1/2024 and 2/2024’s invoices, as well as screenshots of payment history. But as these invoices reflect, there is no past due balance present to cause a disruption in service. Invoice also indicates service frequency being paid for.

  Customer Answer

  Date: 02/23/2024

  On 2/16/24 in the late afternoon I called Live Oak Environmental to inquire on the status of our pickup route. Was advised by customer service representative that it was listed as “in progress.”, and to report any missed pickups the following business day. Received no pickup service. 
  Called Live Oak Environmental on 2/20/24 to report missed pick, was advised by that customer service representative that we were scheduled for “missed pickup service”, which was not performed at all, also advised my complaint would be forwarded to a supervisor, never received contact from Live Oak following call on 2/20/24. 
  On 02/23/24, at 3:53 PM I called Live Oak again, reported last weeks missed pickup, the “missed pickup service” that was not provided, and inquired about todays status of our pickup route, which is listed as “in progress”. I advised the very responsive and respectful customer service representative that I had been advised of “in progress” status last week as well, in addition to lack of “missed pickup service”. I also advised her that I have a chronically ill child that is on immunosuppressants so having trash build up puts her at risk. She asked to place me on hold to type a message. After the hold she advised me that she sent a message with all the information I provided her with to dispatch, the dispatch supervisor, and her supervisor. With following conversation, I explained my frustration stems from this being an ongoing issue, now at 12 weeks without any service, 5 weeks I had to call to get serviced, plus this weeks missed “missed pick up service”. She asked me to please hold again, then stated she sent that additional information in a reply to her original message. 

  Business Response

  Date: 03/12/2024

  The customer had a valid complaint, and we credited the account and closed it. 

   

   

• Initial Complaint

  Date:01/29/2024

  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 have a contract with Live Oak Environmental for trash service. It has been 19 days as of 1/29/24 since my trash has been picked up. I received a recorded message of 1/24/24 that my service was delayed but would be picked up on 1/25/24, on 1/25/24 I didn't receive service, I called first thing 1/26/24 and was told it would be picked up. I called again in the evening of 1/26/24 after it had not been picked up and was told there would be routes on Saturday and Sunday. As of the morning of 1/29/24 I still have not had my trash picked up. I have not been offered compensation for the missed service, I requested an extra can to hold my trash, but was told that is an extra fee. The service currently cost $120/quarter.

  Business Response

  Date: 01/29/2024

  Good afternoon,

  We experienced closures and delays at the landfill that caused us to get behind on routes in the more rural areas.  We have reached out to this customer and offered her a credit for the days we had to miss.  This was, unfortunately, unavoidable but we have made a good faith effort to credit her account.
  

  If you have any questions regarding this complaint, please feel free to reach out to myself or **** *****, General Manager.

   

  Thanks,

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

   

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

  Business Response

  Date: 01/29/2024

  Good afternoon,

  We do sincerely apologize for the delay in your service.  We did have to close our offices for several days due to the weather conditions.  This put us behind on service, especially in the more rural areas.  We would like to give you a two week credit for this unfortunate delay in service with our sincere apologies.  We are doing everything we can to get caught up in the areas that were missed.  If you have any other questions or issues, please feel free to call our general manager, **** *****.  

  His email address is ********************* and his phone number is ************.

  Thank you for your continued support.

   

  Live Oak Environmental, LLC

  Customer Answer

  Date: 02/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Your response makes it sound like you intentionally neglected rural areas and prioritized the non-rural routes on catch up from winter weather.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:08/07/2023

  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 paid our bill in June for trash service for July 1st - September 30th 2023. Our trash has not been picked up for almost a month. This Wednesday will be a month. We have called repeatedly, asked to speak to supervisor. No one will return calls or even attempt to resolve the issue. We have gotten a different excuse each time we call. The truck broke down, new driver, forgot to pick up our road. When I told them I expected our bill to be adjusted, we were told that there were low hanging power lines that the truck could not get under. We had Entergy come out and check their lines, and was told the lines were in code for the height. We called Live Oak back and told them what they said, and they were going to do a pick up on the 5th. No show, called again today to see when they would be able to pick up trash. The person we spoke with was extremely rude and hung up on us. At this point, we would just like a refund, if they are not going to pick up our trash.

  Business Response

  Date: 08/30/2023

  Good morning,

  Customer spoke to our General Manager, and he resolved her concerns.  She called him back a few days later and told him that she appreciated him addressing her concerns.

• Initial Complaint

  Date:09/20/2022

  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 cancelled my service at two address and they have came and picked up one can but not the other and won't give me refund till can is picked up . I have emailed and text and called. They did pick up one week at both locations...so should only owe me about 40$...just want them to get their trash can and refund me.
  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 6, 2022/09/30) */
  Contact Name and Title: ****** Taylor, BillingMgr
  Contact Phone: XXX-XXX-XXXX
  Contact Email: ******@ameri-tex.com
  Live Oak Environmental is located in Bossier City. The accounts this customer is referencing is with Live Oak Waste is East Texas. The phone number for that location is X-XXX-XXX-XXXX. You may also reach out to ****** Taylor, Billing Manager at ******@ameri-tex.com.
  
  
  Consumer Response /* (2000, 8, 2022/10/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They have contacted me and supposed to send refund and pick up can...we will see