Complaints

This profile includes complaints for Bartenfelder Sanitation Service, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Bartenfelder Sanitation Service, Inc. has 2 locations, listed below.

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  Bartenfelder Sanitation Service, Inc.

  505 Granary Rd Forest Hill, MD 21050

• 

  Bartenfelder Sanitation Service, Inc.

  3341 Forge Hill Rd Street, MD 21154

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:08/23/2024

  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.

  Bartenfelder Sanitation was my residential trash/recycle provider. However, do to their numerous times of missed *************** horrible customer **********************, I ended our agreement. I notified the office staff May 2024 that I was no longer a customer of theirs & needed them to remove their cans from my property. I have contacted them numerous times since, explaining I am not their storage facility for their cans. It is now almost September 2024, & they still have not collected their cans. I want their cans removed immediately.

  Business Response

  Date: 09/10/2024

  The cans from ********** address were collected on Aug 23, 2024

• Initial Complaint

  Date:11/14/2023

  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.

  I have been a customer for a little over 2 years now and I can tell you that I have never been so unsatisfied with a service in my life! The amount of times I've had to call in to remind them to pick up my trash is redundant. I live at the end of a court and it's as if they just do not want to walk down that extra 30 seconds to grab the trash from out front of my home. If I am paying for a service I do indeed expect to receive that service! Whenever they forget my trash which is predominantly on Thursdays, there is always an excuse or your service representative will try to blame us and say we did not put the trash out when in reality we leave it out front of our home 24/7. She's even tried to tell me to put my trash cans into MY NEIGHBORS yard! First off that is an unacceptable reply, secondly I don't think my neighbor would like it if I just dropped my trash off in her yard. Today is yet another day of not picking up our trash. This has been going on for almost 2 full years now! Once or twice a month of forgetting my trash on Thursdays is a little inexcusable. Earlier I was told that someone would be out later today, but no one showed up. I called about 5 minutes ago and was told that they would now come out Tomorrow now. I just do not understand how you are charging me as much as I'm being charged when you don't show up half the time.

• Initial Complaint

  Date:08/22/2023

  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.

  The business damages my trash can and I bought two new cans from them at a discounted price. When they were delivered the trash can was used and the new one still has not been delivered. It's been weeks. Communication is hard to get now.

  Business Response

  Date: 09/18/2023

  On July 25th 2023 we received an email from *** ********** at 404 ***** court stating that our trash truck crew damaged her containers. 
  Bartenfelder Sanitation responded on july 26th with the following email and video as our trucks are equipped with 360 degree cameras. 
  Good Morning Mrs.**********, 
  I hope this email finds you well. I am writing to address the recent incident involving your trash can during our routine trash collection service. Firstly, I want to apologize for any inconvenience this may have caused.
  Upon investigation, we discovered that your trash can was already damaged prior to the collection day and was being held together with duct tape. As a result, it was not in its original condition and could not withstand normal wear and tear during the collection process. 
  As a sanitation service provider, it is our responsibility to collect waste efficiently and handle containers with care. In the video as you can see nothing was thrown or banged, the container cracked with the pressure of the truck picking it up. 
  We understand how frustrating this situation can be, and we would like to offer some guidance to prevent such issues in the future. 
  - Please ensure that your trash can is in good condition and not overloaded beyond its weight limit when placing it out for collection.
  - Purchase a container that can hold up to 300 lbs of lift pressure
  - Purchase a container that has a METAL lift bar
  - Look for a container with a 10 year warranty. 
  
  
  We would like to offer you the following resolution. 
  Our 95-gallon trash containers are typically $95.40 with a $35 delivery fee. We would offer the container to you for $75.00 and waive the delivery fee to offer help in this situation. 
  These containers meet all required specs to be the best outdoor curbside container and come with a 10 year warranty. 
  
  
  
  
  
  
  Once again, we apologize for any inconvenience you experienced and appreciate your understanding in this matter. If you have any questions or concerns, please do not hesitate to contact us. END EMAIL 
  
  
  Mrs.********** thanked me for my email and stated she was interested in purchasing the containers, we gave her alot more details regarding the size of the container and the warranty that goes along with them. I let her know on July 26th that we were on a 1-2 week delivery time frame for the new containers to be delivered. 
  3 days later, well before the projected delivery date, we delivered the containers. HOWEVER, when customers purchase containers from us, they are to receive BRAND NEW CONTAINERS. Our delivery driver mistakenly delivered a used trash container. On Monday July 31 i let her know i would have it replaced, again on an extended delivery time frame. 
  We do not sell trash containers as our business, and drivers come in on the weekends to deliver containers when we do sell them as a way to earn extra hours.
  
  Mrs.********** emailed and called our officer 2-3x per week starting on august 5th about where her container was. 
  We do apologize for the delay in her receiving a trash can, but she was instructed to use the one we delivered in the meantime. Her container was delivered on August 23th, less then 30 days after her first email to us, and  5 days before we initially received this complaint.
  
  

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20505718
  
  I am rejecting this response because: comments made are inaccurate. I did not call 2x3 times a week. 

   

  Yes the new can did eventually come but communication was lacking. and it was past the 3 weeks i was told so I filed the complaint, especially when emails went unanswered 

  
  Sincerely,
  
  *** ******