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Business Profile

Garbage Removal

Suburban Waste Services
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Our trash collection day is Monday. On 9/11/23 our can was down at the curb at 7am. We noticed the trash did not get collected. We called SWS and the representative said the truck came at 750am and so our bin must have been out late. Our bin was out 50 minutes before the pickup. In the correct place with nothing obstructing it. The company refuses to come pick up the trash that they did not collect. They are not providing the service we paid for. The supervisor is not helpful in any way. Reviewing other online reviews this is a common problem with this company. We therefore want to have the trash picked up and cancel our services without a fee or have them give us a refund for the week and cancel services without a fee. We would not be cancelling services if it were not for them not doing their job and not providing customer **********************. Very disappointed. We asked if they have a picture of the empty curb and that is why there was no pickup. There isnt. Unacceptable to not provide a service and then blame the customer.

    Business Response

    Date: 01/13/2025

    Thank you for reaching out to share your concerns. At Suburban Waste Services, we aim to provide reliable service and clear communication to all our customers.

    Our policy requires that carts be placed at the curb by 7:00 AM on the scheduled pick-up day to ensure timely collection. According to our drivers report, the bin was not out at 7:50 AM during their route. While we currently do not have cameras on our trucks, we do have a system in place where drivers promptly log instances of bins not out at the curbside.

    To help address the inconvenience this caused, we offered to collect additional bags at no extra charge at the following week's pick-up. Additionally, we reviewed your account and noted this is the first recorded issue of a missed pick-up, which reflects consistency in our service history.

    We understand the frustration and regret that this experience did not meet your expectations. Customer ********************** is a cornerstone of our company and are sorry to hear we fell short of your expectations. 

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