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:04/03/2024

  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.

  A month ago, my trash can disappeared from my driveway. I called the company and was told it was because I hadn't paid. They listed dates that invoices were sent but I didn't receive any of these. They told me the balance of the account and I paid over the phone but they failed to mention that the balance included a $150 can pickup fee. I called back when looking at the amount on my credit card statement and requested that a statement was emailed. The man answering the phone said he would but I never received the email. I called back on 3/27 and asked that the fee be refunded as I feel that it is unfair to charge that when I did not receive invoices and I was not told that my payment included that fee. He took my phone number, said his manager was busy and he would call me back the next day (3/28). I didn't receive a phone call or email. I tried calling back on 4/2 and each time I called, the line was busy. I called today and was just told they 'didn't think they could wave it' and that the manager was busy. I asked that he call me back later today but again I didn't receive a call. I attempted to call back later today and didn't receive a call. I also looked online and I don't see anywhere where it states they charge $150 for trash can pickup. I wanted to support a local company but the communication is terrible at this company.

  

  Business Response

  Date: 04/15/2024

  On the back of our statements it does in fact state that if we pick up our containers for non payment we will charge a $150 cart pick up fee.  We will take the $150 off of the account however will not restart the customer.

  Customer Answer

  Date: 04/16/2024

   
  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 do not want services reinstated as I found service with another company I feel will better suit my needs. I will wait for the $150 to be returned to me. 

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

  Customer Answer

  Date: 05/02/2024

  I still have not received the $150 refund the company stated that they would provide. 

  Customer Answer

  Date: 05/13/2024

  I still havent received the $150 refund promised by the company in their response. 

  

  Business Response

  Date: 06/19/2024

  We refunded the $150.00 back to the customers card that was on file with www.trashbilling.com on 5/14/2024.  Not sure why this is still going on when the customer WAS in fact notified that it would hit their account in 5 to 7 business days from the time www.trashbilling.com refunded the money back.  

  Not sure what more we can do at this point.

  

  Business Response

  Date: 06/19/2024

  It may show up in her account from Netcom or trashbilling.com

  This was sent to trashbilling.com on 5/13/2024 (see below)

  Please refund
  From ************************************************************
  To ***********************
  Date 2024-05-13 7:54 am
  
  
  Message Body
  
  Good Morning,
  
  Please issue a refund of $150 back to the card that was used on 3/7/2024.  Id# ************
  
  Thank you

   

   

  This was received from trashbilling on 5/14/2024 (See Below)

   

  Re: Please refund
  From ************************************************************
  To ***********************
  Date 2024-05-14 7:23 am
  
  
  Message Body
  
  Thank you
  
  On 2024-05-14 5:42 am, *********************** wrote:
  Good Morning,
  
  This has been completed.
  
  Thank You,
  Reava

   

   

  *** Everything was completed on our end!****

   

  

  Business Response

  Date: 06/19/2024

  This customer has a poor payment history which is why we picked up our container for non payment and added the $150 cart pick up fee.  Which is on back our statement that we will do if we pick up our container for non payment.

  We will not restart this customer in the future or anyone at this address