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:01/05/2024

  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.

  Refusal to cancel services for services not rendered. Demanding a deed when that's absurd. I have not only moved, but moved out of state and the only way to suspend services is in person. The ******************** has been informed, and Mayor ************************* ** to be listed in complaint as well. This is theft. Demanding payment for services not rendered. It

  Business Response

  Date: 02/13/2024

  The original complaint was filed on January 7^th, after ******** initial email to Highland Sanitation on 12/30 requesting to cancel services immediately for his residence at **** 5^th St E, due to moving. ******* received a reply from *****  on January 4^th that the services in Saint **** cannot be canceled, which is a requirement of the ******************** contract for trash services. ***** asked for a copy of the warranty deed, which is the process that is followed, per the contract, for changing the name on an account to a different name, after the sale is complete.

   ******* responded to Susans email that same day on January 4^th that the sale does not go through until March 1^st, accused Highland Sanitation of fraud, stealing and theft. On Friday, January 9^th, ***** replied to ******** email accusation from 01/04 stating that we have to follow the ************ contract and informed ******* that he could put the services on a vacation hold two weeks after the date of the request as an allowable way to suspend services until the sale went through, as well as providing a link to that form on the City website. ***** also mentioned again that once the sale is final, we will need a copy of the warranty deed in order to change his name on the account. ******* then replied later that day on 01/05, How in the h*** do you expect me, an individual who now lives out of state to submit a form in person for services not being rendered to get an immediate hold. How is this not fraud and theft. I am not sure where ******* came to the assumption that he would need to submit the form in person, but this was never stated by ***** with Highland Sanitation. ***** replied on 01/05 that ******* should contact the ******************** if he has a complaint, as we do not make the contract rules regarding this process.

   ******* then filed the BBB complain on Sunday, January 7^th. *********************** called our office on January 9^th inquiring about how to put the services on hold. Our customer service rep ******* helped walk ***** thru where the form is and the vacation hold was setup on the account to start the week of January 21, following the City contracts requirements for putting services on hold.

   Highland Sanitation followed the requirements of the City contract explicitly during this process, no refund or money is due at this time.

   

  Customer Answer

  Date: 02/14/2024

   I am rejecting this response because:
  

  They are abusing state and municipal power to steal and defraud the residents of St. ****

  
  

• Initial Complaint

  Date:09/23/2023

  Type:Service or Repair 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 have trash removal service through Highland Sanitation. My trash is picked up every other week. The trash pick up for Friday, September 17, 2023 did not happen. I thought it might be because I was confused about my pick up date, so figured they would pick it up the following week. Yesterday, Friday, September 23, 2023, the trash was still not picked up. I called, & they said they would try to come back & pick up that day. They called back & said that wasn't possible, that the collectors were too far away, that I would have to wait until Friday, September 29, 2023. This would mean that I receive only one pick up this month, when there should have been two. So I thought it would be reasonable to ask for a discount on next month's bill, by half. They refused, saying we don't give refunds, & essentially implied that this was my fault for not alerting them to the fact that the trash was not removed on my regular day, & that their records showed it was picked up. This has happened before with this company, but I did not ask for a discount then, just accepted it. I feel it is reasonable to request & receive a discount, since the hauler did not deliver on their contract obligation. Since I live in the ********************** & the trash pick up is contracted by the city, I have also filed a complaint with the **********************.

  Business Response

  Date: 10/04/2023

  Good afternoon BBB staff and *****, 

  *****'s trash services are through a multi-hauler municipal contract with the City of ************, *********. Per the Contract, any missed collections need to be reported by the resident to the hauler within 24 hours of the missed collection day. The day of the alleged missed pickup was Friday, September 15th of 2023 but ***** did not contact us to report a missed pickup until a full week later, on Friday, September 22nd. This is well beyond the required notification period as is stated in the contract that designates the rules for missed collections and as such, no return trip or credit needs to be issued. 

  Had ***** notified us by within 24 hours of the missed pickup, then we could have sent a truck back to provide services or scheduled an off-week pickup on the following Friday the 22nd. 

  The ******************** was contacted about this issue as well and the same required notification within ********************************************************** regards to this complaint. 

  No credit or refund is able to be offered, because the contract terms requiring notification of a missed collection within 24 hours were not followed. 

  Customer Answer

  Date: 10/05/2023

   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.

• Initial Complaint

  Date:01/16/2023

  Type:Sales and Advertising 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 canceled our service with Highland Sanitation on 11/14/2022 at our old address of *******************. We had paid 3 months in advance and had called to ask how we should proceed with payment since we would not be there the full 3 months. We were told that we should just go ahead and pay the full amount of ***** and they would send us a refund. As of today, 1/16/2023, after calls, e-mail and a letter we have yet to receive a refund which would be approximately $45.00.

  Business Response

  Date: 01/27/2023

  Good afternoon/evening everyone, 

   

  I looked up the information for Pat & *****, account #******. They are correct, the services were paid for through 12/31/2022, but services were ended prior to that, with the last pickup on Monday, November 14th. There is currently a pro-ration credit on the account of $40.06 that was credited back for the unused services. 

  Pro-ration refunds need to be processed through our account payable person, which is the owner. The customer service staff who took the request for the refund got the request to the owner, but the refund has not been processed yet, which is entirely our fault. I will make sure the refund is issued and mailed out next week for the $40.06. 

  The current billing address that I'm showing is ****************************************************** - is this the correct address to mail the payment to? 

   

  -*************************

  Head of Operations

  Customer Answer

  Date: 01/30/2023

   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.

   

  Yes the address the check should be mailed to is ***************************************************** 55122

  Customer Answer

  Date: 02/08/2023

  I know this case has been closed (#********), but we have yet to get our compensation from the business.  What would you suggest we do?  I regret closing the case without having the money first.  Do we file yet another complaint? Please appreciate your advice.