Complaints

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

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  Stevens Disposal & Recycling Service, Inc.

  16949 Ida West Rd Petersburg, MI 49270-9563

  
• 

  Stevens Disposal & Recycling Service, Inc.

  PO Box 500 Temperance, MI 48182-0500

  

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:11/13/2023

  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.

  Steven's Disposal has trash pickups every Wednesday. Our service has been consistent and reliable since we started with them, but last week when I went to retrieve the trash bin, it was missing from it's usual spot.
  
  So, I called customer service and they told me that the drivers reported that my trash was not put out that day. (Which is false, because I do it every morning on Wednesday.) I work from home and even heard the garbage truck stop outside of my house like normal, which would be strange for them to do if my bin wasn't put out for the day.
  
  Confused, I called back and was told to look around the usual pickup area and check to see if the any of the neighboring houses might have the bin.
  
  I wandered the roadside, checking in ditches and looking for any signs of the missing bin. Nothing. No signs of anyone hitting it with their vehicle or anything. I live in the country and the nearest driveway is a good quarter mile down the road, so it's unlikely that a neighbor mistakenly took it or the drivers put it back in the wrong spot. Looking down the road, the neighboring homes still all had their Steven's Disposal bins out for the day.
  
  Exhausting these options, we're left with two reasonable assumptions. Either the trash company took the bin at/after pickup or a stranger decided to steal it along with all of my garbage for the week. Being that it was mid-day, both my wife and I were at home, and our driveway is just beyond the crest of a hill, I find it unlikely that of all the houses on our road, someone would stop and choose to steal our bin.
  
  I called back and explained the situation, but they want me to pay $100 for a replacement bin. Given the circumstances, I feel this is entirely unreasonable. As a customer, I shouldn't be held responsible for this. All I would like is for them to provide a replacement bin so that I can continue to put out my garbage for collection.

  Business Response

  Date: 11/13/2023

  The customer is jumping the gun filing a complaint with the BBB and a one star review online.  Management is working on this account and will be in contact with the customer today.

  Customer Answer

  Date: 11/16/2023

  
  
  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.
  The business has replaced the trash receptacle. Thank you!
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:09/27/2023

  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.

  We pay 75 dollars quarterly for trash pick up from ******'s Disposal.Just paid our bill.The past 3 months, they have only taken 1 can of garbage, the past 2 weeks they did not take any of our trash.Called to try to get resolution.The lady was so rude and told us we only pay for 1 can per week.Which was not what was agreed to when we started service.The agreement was 2 trash cans, which we strictly only put out 2 cans.We are paid up until December, yet they have not picked up any of our trash in 2 weeks *** won't give us a refund.We never complain, but this is not ok and they do nothing to make up for services we have not recirleved,yet paid for.

  Business Response

  Date: 09/27/2023

  Service is for 1 96 gallon Toter for $75 per quarter.  If the customer would like to use 2 96 gallon Toters the rate is $120 per quarter.  Our customer ********************** rep was not rude.  Customer was notified by letter, in August of 2022 that their service was changing from their own 3 32 gallon calls to one of our Toters.  I see the customer has 2 of our Toters but is only paying for one. We can either upgrade her service to $120 per quarter or pull one of the Toters.  Customer still has a balance on their 9/1 invoice. Customer did not cancel **********************.  Refunds are only issued on qualifying events per our policies. I have listened to the phone recording and can provide if needed.

• Initial Complaint

  Date:08/04/2023

  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.

  Trash pick up was paid for and not provided 2 weeks in a row. They were contacted over the phone last week, and I was told a truck would be back to pick up my trash. A truck never came. Once again this week, trash was not picked up. This time I reached out over email. At this point I had several weeks of garbage and nowhere to put it. I had already had it hauled away when they finally offered to send a truck back, which, after not coming back the previous week, I wouldn't trust it to be back this week. I asked for a refund or billing adjustment for the weeks where service was paid for and not provided and they refused. I should not have to pay when they are not going to provide the service paid for repeatedly.

  Business Response

  Date: 08/04/2023

  ID *******.

  I will need to know what number they called from previously stating they were missed as I only show the email before I can make any decisions.  Customer states missed all the time but I only show the email note and a note from 2021.  I do see quite a few not outs noted from the route sheets.  Please provide number and date and time of call from last week.  Thank you.

   

  Customer Answer

  Date: 08/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    Company was called at *** *** **** on Wed 7-26 at 1217pm from **********.  My trash is frequently left out and not picked up. I don't always call to complain because every time I do, nothing changes and nobody comes to pick up the trash. Now I want refunded for the recent weeks of you not providing the service that is paid for where my trash was out the night before and was again not picked up 2 weeks in a row.

  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 08/04/2023

  Upon further review of your account, I see that our employee
  was still working on your account and a credit for 1 week was issued per her
  email.
  
  On Fri, Aug 4, 2023, 12:13 PM ******* ********* <***************************>
  wrote:
  We
  were not notified of a missed pick up the previous week as we would have sent a
  truck back to get this hauled. We did offer to send a truck back this week to
  haul these items as well. The Residential Accounts Supervisor did say even
  though we were able to send the truck back that I can give you a credit for
  this week’s pick up since you already had it taken care of. The credit will
  come out to $5.08. In the future we will either haul all the following week or
  send a truck back if available. Please notify us when trash is missed so we can
  correct the driver and note your account. These notes help us track which
  routes are receiving missed calls and is used as a tool by the route supervisors
  to correct the drivers and reduce the number of missed calls we receive in the
  office.

  
  I have searched your phone number back to July 1 and there is
  no incoming call from that number in our que from 7/1 – 8/4/2023.  We issued the 1 week as stated above.

  Customer Answer

  Date: 08/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  2 weeks of service not provided, not one week. I want refunded, not credited, as I am seriously considering not renewing my service with your company after this current service period due to poor customer service.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:02/16/2023

  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.

  We have been seasonal customers of Stevens Disposal since they took over from Countryside. We began our 2022 service at the beginning of June and paid for 3 months service. Our pickup day was Tuesday. We are not always at the home during the week as this is a summer vacation home. At some point we realized our trash was not being picked up on Tuesday. But by the end of the week it was gone so we thought maybe they were having problems picking up on Tuesdays. At some point my husband was out working by the road on a Thursday and witnessed a competitor service taking our unpicked up trash. I immediately called Stevens and reported this to them. The next time we were there, our trash was still not picked up on Tuesday. We again witnessed another service taking it on Thursday. I called again and asked them if there was a problem, we should switch and pay the competitor because they had been picking up our trash all summer anyway. The following Tuesday, July 26, Stevens picked up our trash for the first time all summer. We stopped our service November 7. We closed the home October 27, so our last pickup was November 1. When they sent me a bill for September-November, I requested a prorated bill for the 2 months they did not provide service. They refused. I told them I wouldn't pay the full amount because of nonservice. They then sent me to collections. At this time, my husband asked me to just pay the bill, even though it was through extortion so it wouldn't hurt my credit rating. I disputed with the collection agency, but sent Stevens the money under protest. They now have me in collections for a $40 credit bureau fee. They also reported to the collection agency that they couldn't pick up our trash because the competitor already had. My trash day was TUESDAY and the competitor picked up my uncollected trash on THURSDAY! They never provided 2 months of paid for service and refused to prorate my bill.

  Business Response

  Date: 02/16/2023

  A collection letter was sent out on this account on 12/9/2022 that stated if it was not paid that a $40 collection fee would be added and sent to the credit bureau.  Her payment was not received until after the account was sent to the credit bureau. As for missed pick ups there are no notes indicating that there were service issues which is why we could not do anything regarding the claim of missed pickups in November.  I will waive the credit bureau fee so that we can just have the account completely closed out.

• Initial Complaint

  Date:01/10/2023

  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 ordered a mattress pick up for Friday January 6th and paid a 30$ fee. I was told Friday there was a miscommunication with the driver of the truck and it was rescheduled for today, Monday January 9th. I called this afternoon and left a vm to ensure it was on the list for pick up. I received a call back from ******** confirming it would be picked up today. At 430pm I called again and spoke with ******** who told me there were still trucks in the field and it would be picked up. I explained the inconvenience of having to move the mattress to and from the street multiple times now and with the weather since Friday- we have had to reinforce the plastic multiple times and frankly- no one really wants to sit with a mattress out in their front yard all day on multiple days now….. I asked for a refund of the 30$ both on Friday and now on Monday and was blatantly hung up on. I returned the call and no one answered the phone so I then had to leave a message. It is now 745 pm and the mattress is still sitting at my curb.
  
  Thank you
  
  Sent from my iPhone

  Business Response

  Date: 01/11/2023

  This was resolved.  Mattress was picked up.

  Customer Answer

  Date: 01/11/2023

  
  
  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. 30$ refund is not being offered and would have made up for the lack of timely completion of the job and the fact I was treated rudely by your customer service representative ********. Hopefully moving forward she will understand paying customers deserve respect. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/19/2022

  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.

  RE: acct *******
  I recently switch service to ******** Services due to multiple rate increases by ******s disposal. Service was paid for services from 6/01/2022 to 8/31/2022. I had ******** start services on 8/25/2022 so service would overlap 1 week (see attachment). I left my ******** tote out for ****** to see on 8/26/2022 so they would know I switched to ********. At sometime before 11/30/2022 I received a bill from ******s for previous balance of $71 and $66 for service from 12/01/2022 to 2/28/2023 totaling $137. I called ****** to dispute these charges and was told they would delete the current but I would still owe for service (they never performed) from 9/01/2022 to 11/30/2022 and the late fee, so $71 total. I told them I would not be paying for service I never received, wished them a good day and hung up. I recently got a letter dated 12/09/2022 threatening collection if I don't pay $155 by 12/22/2022. an addition fee of $40 will be added. also an additional equipment fee of $100 for a toter can, I own the toter can they are referring to. just more bullying in an attempt to collect these fraudulent charges.
  Please Help
  THANKS

  Business Response

  Date: 12/19/2022

  A simple call canceling service at the end of August would have cleared this up.  The office staff does not drive around looking to see if customers are using another service provider.  Since he has now provided proof of services with another company, we can close out the fees for services.  However, our records show the Toter is a Countryside Toter which ******s owns these.  We either need the Toter, $100 equipment fee or proof of purchase of the Toter.   

  Customer Answer

  Date: 12/19/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not have or have I ever had a countryside toter can. Your records are wrong. If needed I can submit a picture of my toter can.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 12/19/2022

  We closed the account out.

  Customer Answer

  Date: 12/19/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am not sure what account closed means. If you are saying a $0 balance and no further collection threats I accept. I hope you understand my reluctance to accept because of all the fraudulent billing and threats, I don't know that in the future this won't go to collections. So please confirm $0 balance and no charges for my toter can and account closed and I accept.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 12/19/2022

  The account is closed with a $0 balance.  We are not pursuing the equipment charge.  ******s Disposal did nothing wrong.  You failed to call in and cancel your account.   This is the same for any account you have, you need to call and cancel not just assume that we know you went with another a company.

  Customer Answer

  Date: 12/19/2022

  
  
  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.
  
  
  I would like to thank the BBB as I don't think this would be the outcome otherwise. I  learned a lesson from this, check companies ratings with the BBB and stay away from 1star companies like ******s. Thanks again BBB.
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/06/2022

  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.

  The night before trash pick up, I placed a complete toilet out at the curb. My intention was to give it to the scrappers. They often times make their rounds through the neighborhood picking up just about anything that is placed at the curb. Even neighbors may come by and pick whatever is out at the curb. I had no use for it.
  When I placed it at the curb, I put it next to the trash tote. When I came home from work, the attached photos are what I found! I called and asked to speak to a supervisor, none were available. I explained that in the process of picking up my trash tote, they demolished a toilet that I had put out for the scrappers. They asked if I had the event video taped? I replied no. I was then asked how was I sure that they had did it? I told them that there was no other evidence to say otherwise. I asked if a supervisor could give me a call. The lady said that she would leave them a message, and would possibly give me a call the next day.
  The next day came and went. So I called again, and ask if I could talk with a supervisor. I told them the reason for my call, and she looked it up to see if there were any notes. She then proceeded to tell that the supervisor said that there was no reason for us to talk. That if I place something with in 3 ft of the tote, that it could be damaged! I asked how would I know that? The only directions that I had been given, was that it needed to be right next to the curb. However, they could come and pick up the debris for 30$, to be paid in advance! I stated that was unacceptable . Again I asked to speak with a Supervisor. I was denied again.
  I stated that was unacceptable. Why should I pay to have them remove something that they damaged.
  I stated that this could all have been avoided by not trying to pick up my tote. By sending me an email stating why it couldn't be picked up. That would have been better than what I have been dealing with. I asked the lady if that made better sense? There would be no call.

  Business Response

  Date: 12/06/2022

  Bulk items do cost extra to be hauled.  The cost for a toilet is $30.  We can not be responsible for items left to close to the Toter.  If the driver hit the toilet with the arm of the Toter dumper it would not have been intentional.  The customer should have set this out away from the Toter if the intentions were for a scrapper to take it.  Preferably on the opposite side of the driveway.  Trucks need at least a 12 inch clearance around the Toter for the claw.

  Customer Answer

  Date: 12/06/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  All of the information is great information, but has never been expressed to me prior to this incident. If the operator noticed that there would be a conflict with them making their pick, why not make note of it. Inform the supervisor, when they returned from their rote, who could then tell me all of this information about assured distance. Rather than making the pick knowing that it would cause damage!! I would rather they not pick up my trash for a week, than cause damage. Doesn’t that make more sense??

  If that were the case I wouldn’t have had to pay the bulk price for pickup, because the scrappers would have taken it. Now its demolished, and the scrappers can’t even use it!

  Because of this, I think it’s only right for them to clean up their mess!

  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 12/06/2022

  If you put the broken pieces in the Toter there will be no charge.  We will not pickup the broken pieces outside of the Toter.

  Customer Answer

  Date: 12/06/2022

  
  
  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:08/22/2022

  Type:Order 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.

  My trash has not been picked up for 3 consecutive weeks, 8/4, 8/11, and 8/18. I have called the company many times over the last 3 weeks, but they have still not picked up my trash. I was told by the office on 2 separate occasions that the trash "was not out early enough". I told them I put it out the night before. On 8/18, I called the office again and was told there was a change in their procedure. I told them I had not received any phone call or letter stating there was a change in their service. Apparently, I was not notified about the change because my account was on vacation hold at the time of the change. I was told a truck would be out to pick up my trash by the end of the day. As of today, 8/19, my trash has not been picked up. I currently have 3 weeks worth of trash sitting at the end of my driveway.

  Business Response

  Date: 08/22/2022

  Customer is being picked up today, should be with in the hour per the driver.   My apologies that you would be told it would be picked up this past Saturday as we did not have anyone working which is the case 80% of Saturdays.  Your Toter will be delivered as soon as possible, I did see the request up on the board for delivery.  A credit was also issued to your account for the prior 2 weeks.

  Customer Answer

  Date: 08/24/2022

   
  
  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:08/09/2022

  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.

  Drivers for trash and yard pickup repeatedly single out my bins/bags by tossing them carelessly in yard even after repeat calls to address. Customer service is always unavailable. All calls go straight to busy, even at opening and slow times. Call backs take hours, if not days. No warning about issue the driver had with no separation of bins for pickup, "punished" me by throwing my bins in yard and only mine in neighborhood. I have video for two weeks. Did not know the reason until today, sticker was on bin stating "refusal to separate" but had no idea it was an issue.

  Business Response

  Date: 08/10/2022

  *******.  I do apologize that you are having issues.  I will have a supervisor give you a call today.