Complaints

This profile includes complaints for 1-800-Got-Junk's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  1-800-Got-Junk

  12031 Nebel St Rockville, MD 20852-2609

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  1-800-Got-Junk

  7905 Cessna Ave Gaithersburg, MD 20879-4113

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:08/14/2022

  Type:Sales and Advertising 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.

  In their advertisements they claim that "we'll be there before you hang up the phone". That is physically impossible and fraudulent advertising and should not be allowed: advertising fraud, misleading representation of goods or services conveyed through false or fraudulent claims or statements that are promoted by a business or other advertising agent. A statement or representation in an advertisement may also be false or fraudulent when it constitutes a half-truth. According to Section 15 of the Federal Trade Commission Act of the United States, deceptive advertisements are those that are misleading in material respect. This has been interpreted by the courts to mean that the deceptive advertisement must affect the purchasing decisions of the customer. They should not be allowed to advertise something that is not true. Thanks.

  Business Response

  Date: 08/29/2022

  This ad is all about magic. Point and junk disappears.... we'll be there before you hang up the phone... this is not meant to be taken literally. We contend that no reasonable person would take it literally. We show rooms full of junk and then a person pointing at it and it disappears in a shower of sparkles. Also, the statement itself of "we'll be there before you hang up the phone" is not objectively verifiable as it can have any number of different interpretations. If we actually meant that we would be at the customer's physical residence before they hang up the phone we would outright say that (e.g. "our trucks will be outside at your home before you hang up the phone while speaking to us"). The actual statement could mean anything from we'll be there as a business to have an agent speak with you about your junk removal needs before you hang up the phone to we'll be there ready to have an appointment booked for you before you hang up the phone with us.  

  Thank You,  Anne Marie M******, Customer Experience Manager, 1-800-GOT-JUNK?

  Customer Answer

  Date: 08/31/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Just because you state that "This ad is all about magic. Point and junk disappears.... we'll be there before you hang up the phone... this is not meant to be taken literally" does not mean someone could take it literally. You are making a claim that is not true and physical impossible. It's about time advertisements should be truthful and yours could not be further from the truth.

  Also, your statement that the statement itself of "...we'll be there before you hang up the phone" is not objectively verifiable as it can have any number of different interpretations" has one meaning: you will be there before I hang up the phone, period. You can sugar coat this all you want and put your own meanings on it as to how you think people will interpret it but the fact of the matter is you cannot be here before I hang up the phone, period.

  I find this ad to be false and misleading and should be stopped immediately. You should also apologize in your next ad for claiming that you can do things that simply are not true.

  Regards,
  
  *******************