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:11/12/2024

  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.

  We have tried to reach out to priority waste several times regarding them, not picking up our garbage out in front on Tuesday morning Pick up day. We have had our garbage mess three times already in the last several months. We contacted them on November 5 indicating they did not pick up our garbage again and we live in a cul-de-sac. All neighbors garbage was picked up around us. We had six garbage bags sitting out front and they drove right by them. We reached out to priority. they explained that they would contact us back within an hour and have someone out that day for us not to remove our garbage and leave it out there. My husband and I called them back twice explaining to them, they did not contact us back. We live by the ***** and the animals are already trying to tear up our garbage. They told us to leave it out there. They would be here to get it . We tried to call back they were closed. Nobody ever contacted us back. We have two weeks worth of garbage here which is becoming a health hazard. I tried to reach out to them this morning on 11 2024 and still not getting a response back. This is becoming a serious health issue. We have garbage pick up again today and we have over 11 bags of garbage sitting out here from the last two weeks of them, not picking up . We are not the only customer they are doing this too on our street. we are so stressed out and worried we are working today and we have all this garbage sitting out front again from November 5 th. They didnt even have the common decency to call us back. Our garbage was all over the streets and all over the neighbors lawns in the morning because they told us to leave it out and they would be here to get pick it up . I want to be reimbursed for this months trash pick up and I want them to be held responsible for this. They should not be in business. This has been an ongoing issue for several months with them.

• Initial Complaint

  Date:11/11/2024

  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.

  My belief is Priority Waste damaged my driveway on Oct 8. The arm of their garbage truck dropped my 90 gallon can on the corner, causing the driveway to break into multiple pieces (photos unable to upload, will send via email). Evidence includes the timing of the damage (occurred on collection day at the location of my garbage can), blue plastic etching on my driveway from the impact of the can, and damage to the can itself. Priority One has stated it is not possible for such damage to occur to a driveway, and instead suggested the damage was the result of neighborhood vandalism. There is no evidence for any alternative explanation. **** ****, who is employed by Priority One, denied our claim based on a) a ****** Street View photo of our property from 2018 and b) a video of the back of the truck on Oct 8. I responded to him that this data is outdated and irrelevant, to which he stated, "Priority One will not entertain any back-and-forth on this matter," which is representative of their evasive and dismissive approach to resolving this issue to date. I request independent review of this event, and request Priority One be held accountable for a thorough investigation. My belief is they are withholding video demonstrating the events, as I described above. If said video disproves my belief, I am happy and eager to write them an apology. All of these points have been communicated to **** ****

• Initial Complaint

  Date:10/31/2024

  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 am seeking a refund of $323.52 for three quarters of garbage collection that were not provided. The three quarters that I prepaid for and did not receive service include: the third quarter of garbage collections service where I canceled midway during the quarter (as of August 20th, 2024) since Priority was not picking up garbage during that timeframe ( my garbage just piled up for weeks...covered with maggots), 4Q 2024 and 1Q 2025 . Thus although I had paid for service, Priority was not providing garbage collection or collection of recycling items during 3Q 2024. I had also prepaid for 2 additional quarters and am seeking a refund for those 2 quarters of prepaid service, 4Q 2025 and 1Q 2025, that I would not be getting since I canceled my service on August 20, 2024.I was one of the GFL customers that was transitioned to ******************** on July 1, 2024. *** did not pick up my last June pick up. I have contacted Priority by phone over 30 times with wait times as long as 3 hours and 13 minutes. Out of the last 8 garbage pick up dates that I would have expected service, my garbage was not collected (1 GFL and 7 Priority Waste). I have been told that I would get a refund. However, to date the only thing I received from Priority was a bill for service that I don't even have. Shocking especially since their billing department would state that I prepaid on my account . Could you please help me collect the $323.52 for services that were not rendered?THANK YOU SO MUCH FOR ANY HELP THAT YOU CAN PROVIDE.

  Business Response

  Date: 11/05/2024

  Hello,

  We have received your refund request, and it is currently in the approval process. We anticipate that it will be resolved shortly. We apologize for the delay and appreciate your patience as we work to complete this process.

  If you have any further questions, please feel free to reach out to us at **************. 

  Thank You. 

  Customer Answer

  Date: 11/07/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution of a complete refund of ****** would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:10/16/2024

  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.

  They are refusing to acknowledge my payments and have told my title company that I have outstanding invoices. I have receipts for every payment but they will not accept phone calls, wont call me back, and their email form online and online chat are both not currently working. Ive had to pay money at closing that I didnt actually owe because of them and Id like to understand why.

  Business Response

  Date: 10/25/2024

  Hello,

  I have been informed that you did speak with a representative as of October 24, 2024,and that she has sent you an account summary detailing all of the payments received and how they were allocated to your account resulting in the remaining balance of $61.05.

  Please let us know if you have any questions or require further assistance.

• Initial Complaint

  Date:10/10/2024

  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.

  I since the transition from gfl and Priority, they have only picked up my trash once or twice. I reached billing August and the person said i would have a 8 wk credit. I left a message 9/9/24 that I ******************** I received a paper bill this week with a due date of 10/5/24. I have been unable to reach billing. I have called many times, left messages, been on chat. I should not owe anything to this company.

  Business Response

  Date: 10/15/2024

  Hello,

  We are writing to confirm that your cancellation request has been processed, and your account was officially closed as of September 30, 2024, with a zero balance.

  Thank you for your time with us, and please don't hesitate to reach out if you need any further assistance.

• Initial Complaint

  Date:10/07/2024

  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.

  Priority Waste was to remove my trash the morning on Wednesday October 2, 2024. I had a trash bin, plus an addition 30 or so black garabage bags of household items (nothing dangerous) to be removed on my apron. I have photos. They did not take my trash. Now, I sold my house and had to have all trash removed by today, Monday October 7, 2024 or lose escrow. I called Priority on the 2 and 3rd of October, sitting on hold for long periods and told by supervisors, their mistake and they will have it taken care of that day. They never showed up. Friday, October 4, 2024, I called first thing in the morning and a few more times confirming what they told me. I was on a recorded line and told that I was on the service list for the day and they will for sure come with a bulk truck by end of day. 4 pm rolled around, nothing. So I called again and was told and reassured, that by 5:15 they would be there. They never showed. Saturday morning, I had to make a call to have 800-junk people remove all the trash to ensure I could had my keys over Monday morning. Priority FAILED epically and I spent close to $800 I was not planning because of their incompetence. They committed and nothing. I called multiple times today October 7th to work to get some compensation for their inabilities and horrible service and was told no. So I will be pursing a small claims for the amount I spent along with court/legal fees. WORST COMPANY EVER. Shame on ****************** for even considering lowering standards to use these guys.

• Initial Complaint

  Date:10/05/2024

  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.

  Company does not provide service as contracted.They have only completed pickup of trash and recycle once in the last 4 weeks- supposed to be weekly pickup of each. Recycle at this time has been skiped 3 times out of 4.Calling them to report an issue, they say they will send a truck to make a special collection, but they do not.Calling them, they say they are not able to make billing credits for missed service.

  Business Response

  Date: 10/11/2024

  Hello,

  Thank you for bringing this to our attention. I sincerely apologize for the missed trash and recycling pickups and any inconvenience caused. We understand how frustrating this is and are working to resolve the issue.

  Ive escalated your case to our operations team to ensure regular pickups resume immediately. We are also looking into why previous special collections were not completed as promised.

  Please don't hesitate to reach out with any further concerns, and thank you for your patience as we work to improve your service.

  Customer Answer

  Date: 10/21/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  BMc: These statements are the same that have been made from the vendor all of Aug and Sept 2024.  Despite the nice words, Lack of Service does not change.  Indeed, missed services continued after the date of this vendor's response.  When I create Support tickets and call the vendor, they always say they will send extra pickup when I notify them of an issue, but they take that step perhaps one of 5 calls for missed service (this is a weekly service).  This experience is the same for all 5 houses on my street that use this vendor.

  Additionally, I contacted them by phone and email (per their verbal request) on Oct 8th, and again via support ticket on Oct 15th to cancel my services as of October 2024, as they are not providing the service they are being paid for.  I can't make a second BBB complaint for this company until 3 years have passed (per BBB policy) but I will note to the vendor: it took me 4 contacts to have them cancel my service.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:10/04/2024

  Type:Customer Service 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.

  Received an invoice on 10/3/2024 which was dated 9/15/2024 for payment on 10/5/2024. The invoice is for garbage collection services. I am not a customer of **********************, and never called or signed up for services. I was a customer of ***, who sold their southeast Michigan residential service contracts to Priority after GFL failed to win the Detroit-area trash contract. Shortly after that announcement, *** stopped servicing my area (around Memorial Day 2024). I canceled my *********** on June 3, 2024, and moved to a separate trash service who has been providing me on-time service ever since. At no time did I call Priority to restart services.I have attempted to call Priority to resolve this and cancel my account completely, but their customer service department for residential services appears non-responsive.

  Business Response

  Date: 10/10/2024

  Hello,

  Unfortunately, during the transition from GFL to Priority Waste, not all account information was successfully transferred. We sincerely apologize for any confusion or inconvenience this may have caused.

  We are working diligently to update all accounts, and as of October 4, 2024, we can confirm that your account with Priority Waste has been closed with a zero balance.
  

  Thank you for your understanding and patience during this process. If you have any further questions or need assistance, please feel free to contact us.

• Initial Complaint

  Date:10/03/2024

  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.

  Priority waste garbage truck broke the lid to my garbage can back in mid July 2024. They then threw the lid on my lawn and didnt bother to say anything about it. I attempted to contact them numerous times only to be put on hold for atleast 20 minutes before I hung up. (longest was 45 minutes) numerous times. I filed a complaint online in their complaint /repair section and received and email stating I would be contacted. I waited until the middle of August and still heard nothing back so I went to the business myself. I spoke with a lady and showed her the email of my complaint confirmation and she hesitated and stated they never received that complaint. She then told took my name and address down and stated she would have a new garbage can delivered to my house soon. Its now October 3rd (another month and a half since I went to the business and almost 3 months since making the initial complaint) and I still havent received a new can. This company is absolutely worthless. Is it that hard to drop off another garbage can?

  Business Response

  Date: 10/23/2024

  Hello,

  We are pleased to confirm that the delivery of your cart was successfully completed on October 15, 2024, at 9:58 a.m. However, we sincerely apologize for the delay in getting it to you.
  

  While this is not an excuse, the delay was due to an inventory shortage at the time of your order. We deeply regret any inconvenience this may have caused and appreciate your understanding.

  We look forward to serving you better in the future. If you have any further questions or concerns, please feel free to reach out.

• Initial Complaint

  Date:10/01/2024

  Type:Product 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.

  Hello - I was a GFL customer (account number - ********** and I paid my bill of $99.66 on 6/20. I called *** and they said that my account and payment would have been transferred over to Priority and all refunds need to come from their company since they took over my contract. When my account came over they also said that it had a $0 balance. My home was never actually serviced by Priority and I had to switch services after not being picked up for 6 week. With this, I've called and waited over 1 hour and 30 minutes. I've been sending emails since August 6th with no refund yet. I'm concern that I will never receive my return as it's been 3+ months.Any help would be greatly appreciated.Thanks,*****