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:05/12/2025

  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.

  We received a charge for 2 additional laborers, no additional labor was required. We were charged for 4 items of E waste and as far as my husband and I are aware the only electronic items were a lamp and an air conditioner. Then there are three truckloads charged to our invoice. One for 1/4 (the actual amount removed), a minimum bed load charge, and a full bed load charge. We had one 1/4 removed from our property with two of your employees, no more no less. We have been trying to get in touch with anyone to resolve this issue since it occurred and have been met with continued misunderstanding of our very clear dispute or no response at all. No one has taken responsibility, and no one has returned the amount we were overcharged.

  Business Response

  Date: 05/13/2025

  Hello,

  We are and have been in contact with Mrs. *********** Her husband originally called speaking quite vulgarly about our team. There are no double charges applied with this job as they have said, and which I have explained. I took the time to breakdown the entirety of their receipt to them and allow them to tell us what they don't understand. I am willing to refund anything that they do not understand in order to appease them, but I do not see their being any fraudulent charges here. 

  Thank you

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My husband takes full accountability for his language initially. It should be understood that he felt very strongly about how much we know weve been wrongly overcharged by these employees. At the time of receiving the removal i was occupied taking care of my two children, one of which is a newborn.
  

  ***** ****** has been absolutely less than helpful. Whatever breakdown Mr ****** claims to have given us does not answer the reasoning or address the issues of our dispute. My description of the situation was pretty clear, and yet the breakdown is more confusing. *** ****** has also not been able to locate the photos that were required to complete the invoice. I have provided the employees name, date, time, and location of photos to help him find them, but after over 2 weeks it seems as though he has not even spoken with the two employees who provided the service to us. There has been no accountability let alone an explanation of how something like this could even happen. Given how much money has been overcharged for what services were actually received has been incredibly stressful for our family. Attached is a copy of the email thread started with *** ******.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Sarah 

   

   

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Returning customer at **************? since we had good results with them in the past. We called for same day pick up on 08/05/24 of 450ft. of carpet +padding & 4standard trash bags. The company knew we were hard pressed to get the stuff out by the evening and were left no choice. Normal sized x2 trucks arrived. Only needed 1 and only filled 1/4. We did not need the 2nd truck. We were told it would take up 3/8 space in 1 truck and were charged $618. We opted for a 10% tip=$679.80total for xx2 persons. We were price gouged for the $618 rate. The crew was nice. We gave them water as it was hot weather. They were there for less than 15minutes. We were charged about $750 x2 years ago w/1 person x1.5hrs to remove contents of 2large garage bay doors. We were planning on hiring the company again for 2 more properties, but certainly reconsidering that choice after todays unacceptable customer experience. I called the same day and spoke with customer service **** ******. He noted he would open a formal complaint case (#********). I was told a member of the Customer Team would contact me in ******* w/the next steps. I then asked to speak with a Supervisor (****). She emailed me a copy of the complaint number. She assured me she was placing a priority escalation status of the complaint. She also noted they would call me in 2days to resolve. Of note, when I called to notify them of the price gouging, they noted the truck was 3/4 filled from only our pick up. I explained that was not true. I expect a price adjustment lowering the price what we were charged.

  Business Response

  Date: 08/06/2024

  Hello,

   

  Im sorry to hear your last service wasnt great.
  

  all franchises are individually owned and operated. Unfortunately, my franchise does not operate in your zip code.

  you can email ********************************************* and they will get you in touch with the franchise that serviced you.

  regards,

  *******

  Customer Answer

  Date: 08/06/2024

  Receipt for services.

  includes Amount and contact info.

  Customer Answer

  Date: 08/17/2024

  Dear BBB,
  
  The business has not resolved the issue.  They did call my husband and were not helpful in resolving the issue.  They were dismissive and unwilling to assist in a resolution despite my husband being professional and objective.  This is not how a military veteran should be treated.  We would like further assistance from BBB in resolving this issue.  We appreciate your help in bringing fair resolve to this issue.  Price gouging customers is not an ethical business practice.  

  Kindly,

  **********************;

  
  

• Initial Complaint

  Date:06/20/2024

  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.

  On May 31, 2024, I was conducting maintenance on a property I own at ******* North *************************A 1-800-Got-Junk truck stopped at a property across the street to pick up junk. I asked the driver if he could pick up some junk from my property. It included a mattress, several bed frames, etc.. He agreed to review the material when he was done at 141 North St and give me a price.After reviewing the amount of junk, we agreed to two things:1)The fee would be $300, by credit card.2)He would send me that evening via email an invoice that stated a) that of the $300 charge, $100 was a mattress recycling fee required by the Commonwealth of Massachusetts, and b) that the junk was picked up from 142 144 North ******************. My contact information would also be on the receipt The truck driver told me about the required Massachusetts recycling fee. I thought having it on the invoice would help me get reimbursed by my tenants who had placed the mattress on the sidewalk. Having the North St address on the invoice would prove to the *** that $300 was a was a deductible business.Prior to giving the driver my credit card information, I confirmed the $300 fee and invoice needs..I have not yet received the agreed upon invoice. I called their **************** on June 6. Their CS staff is at the firms national office and did not have access to the documentation I requested. They called the ********** location, but no one answered. The national office emailed the ********** location (copied me) to have them generate and send the invoice to me. It was sent on June 6 at 12:11pm. The local office did't respond.On June 11 I emailed the local office with a detailed description of the situation and my request for the agreed upon invoice. They did not respond.I have received no communication from either the national or local office.The $300 fee is not in dispoute. The fee was in exchange for junk remove AND the provision of the agreed upon invoice.

  Business Response

  Date: 07/15/2024

  Hello,
  
  I am emailing in regards to a complaint made by ********************** in regards to a missing receipt from a service we provided.
  
  I have contacted ********************** to resolve this issue and have provided him the necessary documentation.
  
  Thank you and please reach out if you need anything else.
  
  ***********************
  General Manager
  1-800-GOT-JUNK? Boston North / Central
  **************************************************
  **************

  Customer Answer

  Date: 07/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/06/2022

  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.

  10/9/2022 multiple damages to my property. Charged more than originally quoted and for items that were bit mine. I have called and emailed several times and have not heard back at all.I paid a total of $363.00 and Im left with property damage that as a tenant I am responsible for.

  Customer Answer

  Date: 11/17/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 11/20/2022

  It always hurts when someone's experience isn't excellent, but we always make things right. We were able to contact this customer directly and resolve the issue to their satisfaction- hopefully leading to a stronger future relationship.

  Customer Answer

  Date: 11/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Lenity Eldagany