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:01/15/2025

  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 writing to formally file a complaint against Priority Waste regarding their failure to provide adequate service as promised. The issue involves the removal of a shelf placed on my curb for special pickup, which has been neglected for three weeks despite multiple attempts to resolve the matter with the company.The timeline of events is as follows:1. The shelf was placed on the curb prior to my recycling day to ensure it would be collected as part of a special pickup.2. I have contacted Priority Waste four times over the past three weeks to inquire about the pickup, each time being assured that a truck would be sent to resolve the issue.3. These assurances have not been fulfilled, and the shelf remains on my curb.4. As of today, this is my fifth attempt to address this matter, and I have received no resolution or clear explanation from the company.This level of negligence is unacceptable, and I believe it reflects poorly on the reliability and professionalism of Priority Waste. I have also notified the City of Westland about this ongoing issue.I respectfully request that the Better Business Bureau investigate this matter and take appropriate action to hold Priority Waste accountable for their lack of service. I am available to provide any additional information or documentation as needed.Thank you for your attention to this complaint. Please feel free to contact me at ************ or ****************************** for further details.

  Business Response

  Date: 01/30/2025

  Hello,
  We sincerely apologize for the frustrating experience.

  To ensure resolution, we sent a truck to your address this week to confirm that the shelf has been picked up and is no longer on your curb. If this information is incorrect, please let us know, and I will personally arrange for one of my associates to retrieve it immediately.

  Once again, we apologize for your experience and appreciate the opportunity to better serve you moving forward.

  Customer Answer

  Date: 01/30/2025

  [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 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:12/26/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 nature of the dispute is repeated unprofessionalism, incompetence, and horrendous service. See below for examples:Examples 1 and 2:I received a ticket number(#**) months ago regarding two containers (trash & recycle) being delivered, because I never received any at my location. I called multiple times regarding the order that was placed for the two containers, yet still I never received either ************ addition to calling and emailing, I sent a letter to the CEO, **** *******, via snail mail; neither Mr. ******* nor anyone from the office, bothered or had the decency to, respond to the letter about the very poor customer service. Once when I called in the morning of July 2024, the associate (I do not know her name), basically hung the phone up on me. Example 3:On more than one occasion, the containers have not been picked up for the entire week. This issue happened recently, during the week of December 16th 2024, (on ***************** in *******, **). When the City of Inkster switched to Priority Waste, the customer service plummeted from the start.

  Business Response

  Date: 12/31/2024

  Hello, 

  Thank you for bringing this matter to our attention. Unfortunately, we were unable to locate your account information based on the details provided in your complaint.
  

  To assist you further, please provide either your address or your Priority Waste account number so we can investigate the status of the container delivery and report the missed stop.
  

  Alternatively, you can reach us directly by phone at ************. Sharing this information with us will allow us to address your concerns more efficiently.
  

  Customer Answer

  Date: 01/03/2025

  [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:
  
  There are numerous reasons why the company's response is insufficient and unacceptable. Firstly, I was given a ticket number (#**, see attachment for details), based on the issue with the botched container delivery. The company claims there is no record of this. Secondly, I reached out to Priority Waste via phone and email multiple times and received horrendous customer Service on this matter; yet this business did not acknowledge nor did they show any accountability for their incompetence. Thirdly, I sent a document via snail mail to **** *******, the CEO of Priority Waste, because the customer service was so poor; neither **** ******* or anyone from the office bothered to respond. Furthermore, this complaint requested some form of compensation. However, in the company's response there is no mention or consideration for compensation, even though Priority Waste has failed to operate professionally and adequately repeatedly. I attached the document referenced in my latest response to Priority Waste.  In addition, the company in question did not address the fact, that our containers were not picked up for an entire week on multiple occasions. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/03/2024

  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.

  Date of Transaction: 2 December 2024 Amount Charged to my Credit Card: $283.57 What the business committed to provide me: Nothing I had no outstanding invoice owed to this company and no services/product were purchased. They used my credit card on file to charge this amount ($283.57) without consent or entitlement to the money.Whether or not the business has tried to resolve the problem: *** submitted a request for them to contact me using their online portal, and have made several (10+) attempts to call them. Their phone number is no longer working and doesnt allow me to call through.

  Business Response

  Date: 12/20/2024

  Hello,

  A refund was issued to you on December 3, 2024, for the amount that was charged on December 2, 2024. If you have any additional questions or concerns. please feel free to contact us directly at **************. 

  
  

• Initial Complaint

  Date:11/27/2024

  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.

  My refuse pickup was through GFL and Priority Waste assumed the service in July 2024. I had prepaid for July through end of September 13 rubbish and 7 recycle pickups. Priority Waste only picked up one time in the first month and when I tried to call and inquire I was on hold and hung up after an hour each time so I never was able to speak with anyone. I tried canceling using the website and emails, and when I did speak with someone in September, they assured me that the service was cancelled. I have subsequently received invoices from them for services not requested, required or wanted. I want them to discontinue contacting me and to cancel the invoices.

• 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.