Complaints

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

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  AW Site Services, LLC

  6700 Alexander Bell Drive Suite 200 Columbia, MD 21046

• 

  AW Site Services, LLC

  PO Box 2759 Columbia, MD 21045

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:09/23/2024

  Type:Delivery 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.

  Placed an order for a portable toilet on August 13th to be delivered to *********************************************************************** on August 16th for an event on the 17th. The delivery was supposed to be confirmed with my associate, ****** *****. Delivery was never confirmed. ****** arrived on site and sat for 3 hours waiting for delivery which never arrived. A portable toilet was noticed at the park across the street that may have been the one ordered but it appeared to be only for that specific park and the toilet was locked. The next day, the day of event, the portable toilet was still never delivered or confirmed. A refund inquiry was submitted August 19th and September 3rd. Support claims tickets were submitted to issue a refund but a refund has not been issued.

  Business Response

  Date: 09/23/2024

  A delivery was made for order *****. The consumer indicated that a delivery was made thus no initial refund was processed. However, the physical location of the physical equipment was not in approximation to the consumer's desired location. It was found that the driver delivered the unit about one hundred (100) feet away from the playground area across the street. Upon that investigation the consumer entered into a credit card chargeback in which the funds have been redacted and currently held by ****************. **** Market Place has filed a non-dispute to that chargeback case in which the funds will be returned to the consumer card holder.  

   

  Respectfully,

  ***** *.

  ASAP Marketplace

  Customer Answer

  Date: 09/23/2024

   
  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:04/26/2024

  Type:Delivery 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.

  Company was supposed to deliver a portable toilet, was supposed to call for delivery. Would not call the site. Sent a text message instead refusing to deliver to an exact address. Has not sent an email receipt or invoice with charges information. They will not answer the phone but have charged the credit card. We want a refund for services not rendered. This all happened today 4/25/2024

  Business Response

  Date: 04/26/2024

  Consumer ******* ***** placed an online order (******) via our website on 4/25 at 12:06pm EDT.

  Delivery Date
  04/25/2024
  In the unlikely event that we're running behind schedule, can we deliver the next business day?
  Yes, please deliver the next business day if necessary.
  Delivery Address
  ****************
  ***********************
  *************
  Map It
  Onsite Contact Name
  ******* *****
  Where should your unit be placed? Always provide placement instructions in the event we can not reach the onsite.
  Job site located near building call ******* *****

   

  Upon filling the order, operations identified missing details to the specifics of delivery placement making the order invalid. Operations required a formal order change which was executed on 4/25 at 1:02 EDT. The e-mail provided by the online user returned to sender as bounced so a voice message was left with the consumer at 1:04 pm EDT.

  ASAP Site Services did exhibit a phone system outage for the consumer's attempts at 1:32, 1:33, 1:48, 1:50 and 1:51 pm EDT on 4/25/2024. Contact was re-established on 4/26 where the consumer elected to decline the order change and ASAP Site Services issued a full refund as our standard operating procedures with a declined order change. The full amount of $506.65 that was on hold from the order was voided off **** x 1561 and funds returned to the card holder. A receipt of this transaction was sent to the card holder as well.

  ASAP Site Services considers this matter closed at this time.

• Initial Complaint

  Date:01/10/2024

  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 asked for the service to be ended at the end of the 28 day cycle or before. On 1/8/24 I asked that they pick up the unit they had on my jobsite. They charged me a full $306.40 for the upcoming month even though they were picking up the unit. When I asked to be refunded since I would not be using the unit for the upcoming cycle, they refused.

  Customer Answer

  Date: 01/11/2024

   Hi, 

     I received communication from ASAP Marketplace and they accepted responsibility for their actions, apologized then issued a full refund. 

• Initial Complaint

  Date:08/11/2023

  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.

  ************ billing as a trash service but not providing service and refusing to refund the money collected once it was discovered to be a scam. They claim they bill for GFL but when checked with *** they have no affiliation. I had to pay *** too. July 7th refund was being issued on July 11 no refund came and they continue to bill for services not rendered. It is in dispute with the credit card company so that they can no longer automatically bill me. Multiple phone calls and emails trying to resolve this but they continue to make promises they do not keep

  Business Response

  Date: 08/14/2023

  The curbside trash servcie was set up in 2022 as a brokered agreement with annual terms and automatic annual renewal. Upon the 2023 renewal date the third (3rd) party supplier, GFL environmental, billed the consumer directly and ASAP Site Services LLC for the same service address. We, ASAP Site ************, are returning all funds back to the consumer effective April-August 2023 in response.

  ASAP Refund the following transactions to the consumer:

  INV-0000299481
  -$60.09
  INV-00002964834
  -$58.42
  INV-0000294834
  -$58.42
  INV-0000292999
  -$58.42
   
   The consumer entered into a credit card chargeback case with MasterCard for transactions:
  INV-0000296448   -$58.42
  INV-0000298012  -$60.09

  In this chargeback case ASAP filed a non-dispute; ********** will validate and return the funds to the consumer in this manor as the outcome of the chargeback case.

   

   

  Respectfully,

  ***** ******

  Customer Service Leader

  ASAP Site ************

   

   

   

   

   

  Customer Answer

  Date: 08/15/2023

   
  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:07/26/2023

  Type:Delivery 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 contacted Asap regarding a portopotty rental for August 19, 2023,
  I spoke with Mark ******** on June 29th for which he provided me a quote. At the time he indicated there was only one unit left and I should reserve ASAP. I was unable to do so but called back on July 6th to confirm the order. Order was placed and i received a confirmation email july 6, 2023 with the order number *****. ASAP marketplace then proceeded to charge my ******* ******* card 267.84. around July 20th they contacted the venue location to say that they no longer had the unit and the price would increase. I contacted them on Friday July 21st and the person i spoke with indicated that the price would increase and there was no order. I asked to speak with a manager and since there were none they indicated one would call me on Monday 7/23. I did not receive the call so i contacted them on 7/25. Speaking with the staff they indicated that they would not honor the contract, that they put it on hold, and that i had to pay more to have the portopotty delivered. Although they did say they would refund the money if I canceled the order.
  
  I indicated i would contact BBB which i am doing.
  
  I am unclear after having already paid for a service and received a confirmation that a business can then turn around and charge you $100 more b/c they failed to reserve the portopotty that they had agreed to deliver. To me this appears to be a breech of contract. To the company they indicated this was proper business. Looking for an explanation and a contract to be upheld.
  
  Thank you for your help.

  Business Response

  Date: 11/07/2023

  Morning **** and the BBB,

   

  I’d like to provide a response statement to the consumer complaint NO. ********. The consumer entered into reservation No. ***** for the net quote amount of $267.84 on July 6^th, 2023. The terms of the rental reservation were pre-paid via credit card. The consumer obtained the fully written reservation immediately upon placement of the reservation via e-mail. To which I reference clause 22.2 stating the reservation is subject to availability.

   

  On July 18^th, 2023, ASAP Site Services LLC issued a formal written order change about the limited availability for a weekend event rental for August 17^th. Several messages, including e-mails, describe the situation that we at ASAP Site Servcies LLC did not have availability for this consumer selected weekend. ASAP Site Services LLC offered to substitute the reservation via a sub-contractor. ******* ******** ***. gave us a quote of $350.00 total as a sub-contractor rate. To which ASAP offered the consumer the written substitution price of $353.00 plus admin and tax.  After much discussion of the situation on August 3rd the consumer elected to decline the order change from which the consumer’s full refund was processed and reservation canceled.

• Initial Complaint

  Date:07/12/2023

  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.

  On 7/4/2023, we ordered a roll-off dumpster to be delivered on 7/5/2023 for stumps left behind on our newly purchased home at **************************************************. I called ASAP Site Services on 7/5/2023 to request a delivery window and confirm that the Clean concrete/Dirt dumpster which had dimensions advertised of 7 tall, 8 wide, and 23 long that I ordered would be the right one to load with stumps. It was confirmed that it would be sufficient, I was also told that they had to deliver the next business day (7/6/2023) as the request was processed so late at night on the 4th. I called back on the 6th to get a delivery window which they told me was between 10am and 7pm. Upon delivery of a dumpster that was 4.5 tall, 8wide, and 20 long (much smaller than ordered especially in height as stumps are tall) the driver **** ****) stated that there could be nothing over the sides, but there was no height limit (there was no max fill line) so we loaded the stumps up and ordered the pick-up of the dumpster. On 7/10/2023, driver, *******, came to pick up the dumpster. He could not pick it up as he stated, it was filled too high. But he also said, I have never seen a can without a max load sticker. After he left, ****** ******* emailed and stated that there would be a fuel trip fee of $160 imposed as well as we are required to lessen the height to the white dotted line (which is conveniently places stickers, not indicative of anything but reflectors, around the top lip of the dumpster. They are refusing to provide any reasonable resolution and the rental excavator we had for this operation has since been picked up so we have absolutely no way to make any changes on our end. The max load height is 80, which is less than the max height of their other containers. Please help us with this company. Thank you in advance. A reasonable resolution would be for them to deliver a 40 yard dumpster, dump the current 10 yard into the 40 and haul both away w/o penalty

• Initial Complaint

  Date:06/29/2023

  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've recently rented a portable potty from ASAP. Initially, the service had been fine. However, we've had issues with service. The unit is supposed to be serviced weekly, but once we waited 15 days and now we have been waiting 12 days. All I want is the unit serviced properly. It is unusable after just over a week. I understand they have to contract it out to ****** **** ******** in our region, but that doesn't excuse the lack of service. Any help is appreciated.

  Business Response

  Date: 12/08/2023

  Per the service record log for rental PTR ******

  5/25 delivery
  5/31 service rendered @12:50pm
  6/7 - service rendered @9:57am
  6/15 service rendered @11:26am
  6/21 service rendered @1:11pm
  6/28 service rendered @7:34am
  7/5 service rendered @12:42pm
  7/13 service rendered @8:01am
  7/19 service rendered @10:58am

  7/20 request to remove in writing Pick-up ticket No.*******

  7/26 pre-pick up pump service rendered @1:26pm
  removed 7/27 at 8:54am

  For the Consumer the INV-********** was refunded back in full (-$246.24) for the rental period invoiced as 7/21-8/17 in correlation due to the removal notice cited 7/20/2023 in e-mail format. No service was found to be missing or skipped, and we notified the consumer via e-mail reply of the pick-up on 7/26/2023 
  
  

• Initial Complaint

  Date:10/08/2022

  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.

  We requested a porta potty unit from this business for one of our construction projects. after the project was completed, we called to have the unit removed. Their contract states "Removal will occur 2 business days after the day of removal request.". we are now going on over 2 weeks since this request was made. We have called several times without resolution. This request has now been escalated to a supervisor as of 2 days ago with the promise of it being removed by yesterday. As of this morning it has still not been removed. This business seems to be unable to get its vendor to pick up the unit. Additionally, the unit is not being serviced and my clients now have a smelly porta potty sitting in their driveway that this company can't seem to find a way to remove.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/14) */
  Afternoon BBB,
  
  We do apologize for the consumer's third-party rental. We have refunded the consumer the missed service credit from 9/28/2022 as we have been impacted by Hurricane Ian. The billing of the rental was terminated for the September cycle and our vendor has assured us that the unit is off site effective 10/12/2022. We also reached out the consumer to ensure all aspects are completed.
  
  Sincerely,
  ASAP Site Services LLC
  
  
  Consumer Response /* (2000, 7, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/05/2022

  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.

  ASAP site services did not provide me with service as agreed. I disputed the charges with my credit card company they lied and said I was given services when I went 4 weeks without a toilet being cleaned. I then paid by an alternative card because I was threatened the unit would be picked up if not paid. So asap got paid twice! For three months I am still trying to get reimbursed for two payments of $202.91 and they refuse to refund my money for overpayment when they have all transactions on file! As pictured I was given a refund of $229.69 for the February charge per my credit card company. As pictured I have a $40 credit towards the March transaction of $202.91 from my credit card company. As pictured no credit regarding the April transaction given by my credit card company.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 7, 2022/08/26) */
  Case ID XXXXXXXX - claimant is refunded already, service rental solution provided
  External
  Inbox
  
  Jason ****** <****************************>
  Attachments
  Aug 25, 2022, 1:54 PM (17 hours ago)
  to me
  
  Afternoon,
  
  
  
  Please see the attached accounting sheet, ledger, and April audio recording for response to Janie ***** Case #XXXXXXXX. I've included the original claim below for reference. The Claimant entered into Mastercard and Visa card dispute(s) transactions via her banking institution. Those disputes were settled in arbitration as seen on the accounting sheet (ASAP was awarded the funds back). ASAP refunded the final payment and credited the customer for the balance remaining to settled the rental account as net $0.00 after arbitration. Upon the entrance of the chargeback arbitration; ASAP did warn that the rental unit would be removed for non-payment as entering into arbitration. Visa/Mastercard debits the credit card funds from the supplier until that arbitration is settled and the funds are then awarded per the outcome of the arbitration.
  
  
  
  The unit was removed July 20, 2022 per the third party septic; Johns on Wheels, at the directive of the service driver. It was reported that the claimant never provided a key despite the April conversation (attached audio) with the claimant in resolution to the service provider. Due to forced removal in absence of the claimant's agreement to provide access; ASAP credit and refunded the claimant for the July billing cycle in full. No additional credits were given per the resolution to service.
  
  
  
  
  
  Sincerely,
  
  ASAP Site Services LLC
  
  Jason **
  
  XXX-XXX-XXXX
  
  
  
  
  
  Consumer Response /* (3000, 9, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  From the start of service I was never advised that a key would have to be provided. This until went 3-4 weeks without being cleaned and I called several times due to maggots coming out of my unit! I paid 3 months in full canceled those payment and then paid by my fathers business account. So ASAP was paid TWICE. I received one credit back to the initial card and that is it. Two charges were never put back onto my credit card via ASAP. The owner of the unit came with the driver workout is knowing who he was and made threats to the point of me calling the sheriffs. I cad report was made my bill was paid in full! The owner said we never paid our bill and that's why our unit was being removed. If they key was an issue then how or why for two months after the maggot situation was there never an issue and we met with the driver to open the gate. Below I will attach all invoices including my paid invoice which was on auto pay when they came and removed the unit without letting us know!
  
  
  Business Response /* (1000, 21, 2022/10/06) */
  RE: BBB Complaint ************** (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX)
  External
  Inbox
  
  Sean ***** <*************************>
  Attachments
  2:41 PM (18 minutes ago)
  to me
  
  Hello BBB,
  
  
  
  I believe this was resolved. We did not dispute the customer's chargeback so they will receive those funds and we refunded any charges that were outstanding that they had not disputed but requested a refund for.
  
  
  Consumer Response /* (3000, 23, 2022/10/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received any chargebacks recently from ASAP.
  During the dispute process I only received 1 chargeback for a total of 229.69. The other TWO charges of 202.91 each(totaling 405.81) I have NEVER received NOR reflected as a PERMANENT credit on my Citi bank card.
  
  
  Business Response /* (4000, 27, 2022/10/21) */
  ASAP Site Servcies LLC - called Mastercard in regards to dispute case #XXXXXXXXXXXXX. Mastercard awarded funds to business in case evaluation. Funds have not been disbursed. Master card quotes 3-6 weeks before funds disburse in chargeback case.
  
  ASAP Site Services LLC will refund consumer $202.91 to Mastercard.
  
  This would settle the balance for the consumer in full resolution.
  
  $202.XX (XXXXXXXXXX) refunded 6/30/2022
  
  -202.XX (XXXXXXXXXX) refunded 10/21/2022 (Mastercard)
  
  -229.XX (XXXXXXXXXX) Chargeback returned funds
  
  
  
  ASAP Site Services LLC