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:02/01/2024

  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.

  Lack of Recycle and or trash pickup including mine and neighbors.

  

  Business Response

  Date: 02/02/2024

  This customer had called in for a recycle miss from 1/31/24, we dispatched a supervisor to go pick it up on 2/1/24. The customer had not mention anything on trash or we take care of it as long as it falls into the 24 hr time we are allowed to return for the missed pick up. It is unusual for drivers to miss both services, and if they do we need to know so we can follow up on the driver. Customers do need to have all services out by 6:00 am on their service days, and if they are missed, they need to call asap and leave us a message if we ae not here. This recycle miss that was called in for was taken care of.

  Customer Answer

  Date: 02/06/2024

  Complaint: ********
  
  I am rejecting this response because: I have received a letter from Gateway saying I did not pay my bill which I did and then for them to miss my recycle and trash pickup is irritating .  For one thing they missed the whole block pickup and I told the lady on the phone and she said each one of us has to call in for pickup. I and my neighbors pay our trash bill faithfully and I and my neighbors expect the respect of this company to do their job and not tell us to bring out trash and recycle out the next week when we pay our bill faithfully. I understand the delays from holidays. And I notice the service Gateway have in the richer neighborhoods they don't have any missed pickup at least that is what my friends say.
   
  
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 02/07/2024

  I am sorry the customer feels this way. We have to follow company policy on the miss pickups, or we would be going back for everyone every day.  In regard to neighbors, we cannot just pick up anyone when someone calls in a miss pickup. There are reasons that things get left so that is why each customer must call in if they have an issue. 

• Initial Complaint

  Date:12/02/2023

  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.

  New trash guy not picking up trash for two weeks.I pay $50.52 for the service and not receiving the service. This is the first time I have never had my trash picked up the entire time I’ve owned this home. It’s not gateway it’s the particular driver just picking up who ever trash he wants. Resolution is to fire the trash truck driver because he is not doing his job. I have clear video footage of this and will be sending it to city of Florissant. The company does a poor job at collecting trash bad equipment, old trucks and they leak hydraulic fluid all across our neighborhoods. Republic services is who we had prior and never had any issues with them doing the job.

  

  Business Response

  Date: 12/04/2023

  This is the first I am hearing of any missed pickups at this location. The account does not show any reports of calls for this issue. I will be talk to the driver supervisor and have the driver monitored. If customers have a missed pickup, they do have 24 hrs  to report to the office so we can send truck back. 

  Thanks

   

• Initial Complaint

  Date:11/14/2023

  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.

  The contracted trash collector is taking trash out of our trash bin and throwing it on the ground in the street in front of the house. If the trash fits in the trash can it is not considered large items. They always have an excuse. If it is not in a can they say the cannot get out of the trucks however at the same time they get out of the truck and pull things from insided the can and throw it in the ground. They can't only abide bide the rules when they work for them. Small torn up and cut of pieces of rolled burber floor were in the container and taken out. This is not the first time this has happened. They have taken a mop and broom out and said it was too large to throw away. They refused small chunk of foam. They are creating a pollution problem by throwing trash on the ground.

  

  Business Response

  Date: 11/14/2023

  We have spoken with this customer and explained the city contract is written for ordinary household trash. Carpet is a construction item and cannot be collected as trash. There are fees involved when things like that need to be discarded.  Just because it fits in a can does not mean it is ordinary household trash. The drivers will take things out of the can and leave on the side of the cans so they can dump the other trash that may be in the can. 

  Thanks

  Customer Answer

  Date: 11/14/2023

  Complaint: ********
  
  I am rejecting this response because: When on YOUR website under the Florissant residents information there is no mention of "ordinary trash" nor is there a section defining what  you consider "ordinary trash" because you are making up your own as you go.  Your response seems as though you have a specific outiline as to what you call "ordinary". There are no defined outlines on the website. 

  A few cut up reminnants of burber carpet is not "bulk" as defined on your website either- again you are picking and chosing what to pick up and it was in and fit in the container so it is again not "bulk". There are no terms that this would be "bulk"

  Here is your website copied exactly: (and there is no metion in FAQ either

  Florissant
  Pick-up days depend on the area in which you live. The recycle and yard waste service will be the day prior to your trash pick-up. Please have all trash, recycling and yard waste to the curb no later than 6:00 am on your scheduled day. Your scheduled pick-up days will remain the same.
  Pricing:
  Trash and Recycle Service:
  $16.45 per month
  Senior Rate: $8.23 per month
  DISCOUNTED TRASH SERVICE:  Florissant Residents 60 years of age or older may be eligible for a substantial discount on their trash bill.
  Call Gateway Disposal at (************) to see if you qualify.
  Gateway Disposal assumed the Meridian Waste Contract July 1st, 2019. In this contract there is to be a 3% increase April 1st, 2021, which comes to .47 cents per month. $15.50 to increase to $15.97 per month. This is the only increase for the term of this contract which expires on March 31, 2023.
  Gateway Disposal sincerely apologizes to all residents of the City of Florissant if this increase was not known prior to bills going out.
  Once a week pick up
  210 gallon limit per pick-up
  Anything over the limit will be charged $2.50 per bag (Senior Rate: $1.25 per bag) and must be scheduled with our office 24 hours prior to pick-up
  Yard Waste Service:
  $8.50 per month if service is provided 3 months at a time, with the service limited to 210 gallons per pick-up (Once service is started it must be kept until the end of the billing cycle)
  Senior rate: $4.25 per month
  $8.15 per month for unlimited collection if service provided all year (Service must be kept for 12 consecutive months)
  Senior Rate: $4.08 per month
  Once a week pick-up
  Unlimited collection if service is provided all year
  210 gallon limit per pick-up if service is provided 3 months at a time
  Anything over the limit will be charged $2.50 per bag (Senior Rate: $1.25 per bag) and must be scheduled with our office 24 hours prior to pick-up
  Any limbs must be bundled in bundles no larger than 18 inches in diameter, no longer than 4 feet in length, or no thicker than 4 inches in diameter per limb.
  Cart Rental
  One 96 gallon cart will be provided to all residential customers
  If additional carts are needed by a customer there is a monthly $3.50 rental fee for each additional cart, with Seniors receiving a 50% discount
  Bulk Items
  Bulk pick-up is available on the 3rd pick-up of the month when scheduled with Gateway Disposal in advance.
  There is no charge for 2 items of 60 lbs. or less during the calendar year
  Additional bulk items or items in excess of 60 pounds: $15 per item
  Senior rate: $7.50 per item
  White Goods
  $20.00 per item
  Senior rate: $10.00
  White good pick-up must be scheduled with Gateway Disposal office 24 hours prior to pick up
  A white good is an appliance (refrigerator, stove, washer, dryer, etc.)
  Christmas Trees
  Christmas tree pick-up at the curb will be no charge for the month of January
  
  © 2023 Gateway Disposal | *** ********* ********** *** ********** ** ***** | phone: ************
  Website Designed & Developed by Studio 2108
  
  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 11/15/2023

  I am sorry you feel the way you do. Unfortunately, the contract was in place when we took over from the last hauler and the guidelines were in place. You can contact the City of Florissant to verify the contract agreement. Carpet in not considered a bulk item. Bulk items are furniture type items and are required to be scheduled. If you would have called to schedule as a bulk item, you would have been told carpet does not fall in that category and there would be a fee involved.

   

  Customer Answer

  Date: 11/15/2023

  Complaint: ********
  
  I am rejecting this response because: they are pushing blame on others and still not abiding by what their website states.
  
  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/12/2023

  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.

  Gateway sent me a letter threatening to have the city of Florissant write me a ticket because they forgot to send me a bill. I have never missed a payment as the lady on the phone said. I asked if there was any type of confirmation number or anything that the bill was sent. She said they have no proof but we sent it. Said they do not have time to call people that do not pay their bill. It is in their contract with Florissant to send threatening letters out if someone is late or in my case never received a bill.

  

  Business Response

  Date: 07/24/2023

  We were contacted by the City of Florissant in regards to Mr. ***** and this situation. I have spoke with Mr. ***** via Facebook that he contacted us through.  I explained the person he may have spoke with about the bill issue was a representative with a answering service we hired that helps with over flow calls. They take messages and email us the info and we then return calls. We do send out bills on the 1st of each bill cycle in this case was 6/1/23 (which was due 6/30/23), if we do not receive the payment a letter gets sent ( in this case was 7/1/23) reminding customers we have not received payment and they have until a particular day ( usually around the 15th of that month) or stop service will happen. I have tried to explain to Mr. ***** that once the bills/letters leave our office we can not track them.  We have been instructed to call main post office and file a complaint with them so they can follow up with the correct post office in that area. We do tell customers the same if they are having issues receiving the bills. The only other option is for Mr. ***** to set up email billing. If he would like to do that he can call into the office and we can set him up.

  Thanks

• Initial Complaint

  Date:04/12/2023

  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 are new customers. We have been waiting 3 weeks for new trash cans. The previous tenant had a recycling bin that was left here it was full of nasty debris and trash. The lady at Gateway who We called said to use it as a trash can until we get our new ones. Weeks have gone by and we call them again to see what is going on with our cans. Not only was the lady extremely rude but she argued back and forth with us saying we already have a can. She stated that they are very expensive as if the cost was somrthing i should have to worry about as the customer who is paying for the service. We stated we only have an old recycling bin that is very gross. She told us we had to wash it out and use it. Then she continued to tell us if we had trash in it we had to remove it. We told her once again we do not have a trash can because they have not brought us one. On the day of trash pick up she sent out a truck to bring us a trash can but no reclying bin. The man argued with us in the street about not giving us our can and said that we had to take the trash out of the recycling can and put it in the trash can he just delivered. Clearly, this was timed to be spiteful. I called the lady once more and she argued with me and said that the man would have given us a recycling bin is he saw it fit to. Although, the man claimed he didn't even have a replying bin with him. So clearly they are both lying and making up stories and also concerned with not being able to afford their business. Not sure why the customer had to be burdened with their financial problems but it seems very u professional. At the end at the conversation with the man he told us to buy our own trash cans from the store. She ended up hanging up on me and not answering the phone when I called back.

  

  Business Response

  Date: 04/12/2023

  Good afternoon,

  Per per several conversations with the customer we tried explaining the recycle can she has on site is the can she will continue to use for recycling purposes only. When signing up for service customers are told to set bags out at the curb for pick until trash can arrives. On the lid of the recycle can it says strictly no trash or yard debris in the can, RECYCLE ONLY. The driver she spoke with on the street was out supervisor who was delivering her the trash can she needed. She was wanting a larger recycle can and he tried to explain to the customer the recycle can she has is the only size we offer. They were told the trash that is  currently in the recycle can needs to be removed. ( We can be fined a very large fine if we were to be caught by ** ***** ****** dumping a recycle can into a trash truck and if we were to dump it in the recycle truck it would contaminate the entire truck of recycling.) No one in our office would have told her to use her recycle can as a trash can. It is the customers responsibility to keep cans clean. We do not replace cans for being dirty, the cost is very expensive. 

• Initial Complaint

  Date:03/27/2023

  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.

  This company came to reposses my trash cans without any notice or warning. The bill was paid but they stated it took soo long to update in their system but the day I paid my bill was the day they took my trash cans leaving me no place the throw away trash. Not only did I pay my bill when I called to tell them some mistake has been made She aggressively demanded I pay for an additional 3 months still with no where to dispose my trash. This is highly unsanitary and no way to live. I am being punished and still had to spend money for bills I haven't even received or been billed yet. They initially stated the trash cans would be brought back after 7 to 15 days It has been 17 days still with no notice and these people took even more of my money. There is no talking to them. Its 1 lady who answers the phone and she is always unkind each and every time I call. Its been like this over 3 years with the same lady so its really hard getting things taken care of with them when it seems personal with that lady. All I want is my Trash Cans back we have nowhere to store this trash. This just isn't right and no way to run a Business. The day my trashcan were taken even their website stated everything was in positive standing on my account but the lady stated that didn't matter.

  

  Business Response

  Date: 04/10/2023

  Good afternoon,
  ** ****** account was shut down 1/17/23 for non payment on a bill that was due 12/31/22. As our policy once an account get shut down we repo cans. The customers receive their original bill and then if no payment is made by the due date we send a letter stating no payment has been received you have 15 days to submit. If no payment at that time we shut down account and repo cans. This account was billed 12/1/22 and then  a letter was sent  1/2/23. We had no response and we took cans on 3/10/23.  Ms Quinn made her payment on  3/13/23 which is after they were taken.  ** ****** cans were redelivered on 3/16/23 . We do not immediately redeliver cans, they have to be cleaned and sanitized before we deliver. Please let me know if you have any questions.\
  
  Thanks 
  ***** *****  ************ *****************************

  Customer Answer

  Date: 04/11/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  This reply is not true. I had not received any notice at all they just took the cans without any notice. Then kept the cans after having 2 payments from me Also I made my payment on 3/10/23 not 3/13 and they still took the cans. I got the cans back now in the future I would like to receive communication and no aggression when I call. I came to BBB because I was told to pay then had nowhere to put my trash for weeks. I feel this doing was the angry lady that always answers the phone.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/16/2023

  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.

  3/16/23 I called to ask a general question and the staff was rude and yelling. I asked to speak with a supervisor and my request was refused. This has happened more than once with this company and their attitudes are unacceptable and unprofessional.

  

  Business Response

  Date: 03/31/2023

  I personally have spoke to *************** and she explained the situation from my understanding things have been taken care. I was checking on who she spoke with. I gave *************** my contact information, she is to contact me directly if she needs anything. ************. 

  Customer Answer

  Date: 04/03/2023

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/30/2022

  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.

  I called Gateway Disposal on 12/30/2022 because my trashed had not been picked up. My trash is always moved to the curb on Tuesday nights for pickup on Wednesdays. As well as the recycle moved to the curb on Monday nights for pickup on Tuesdays. When I spoke to the representative, who was very rude and seems to always be rude when I call, could not give me an explanation as to why my trash was not picked up and just told me she doesn't know why. She then tried to accuse me of putting my trash out late by stating that trash pickup is on Wednesdays, which I already knew that. I asked to speak to someone who could explain to me why my trash was not picked up and she said there is no one. So I asked for a supervisor or manager and she said there is no one available, which seems to be the excuse I receive every time I call when my recycle or trash is not picked up. I asked her if someone can come back out to pick up the trash and she said no I will have to wait until next scheduled pickup, although this was not my fault. So I told her to have a supervisor or manager to give me a call when available, and she said no one will be able to contact me until Monday. Which I probably won't hear from anyone because I have requested to speak to someone before and no one ever calls me back.I expect to receive good customer service when I call and be able to have my questions answered. I am paying for a service that I expect to receive. And they receive my payments on time all the time.

  

  Business Response

  Date: 01/02/2023

  I have read the complaint, unfortunately  I can not give a reason as to why the driver missed the trash last week. I do know hundreds of customers thought we were running on a holiday schedule due to Christmas, and the trucks were in areas earlier than normal due to not everyone setting out. We ran on a normal schedule due to Christmas falling on a weekend there was np change to the service days . I see the driver was on her street at 6:07 am on Wednesday. I do see in the past we have had some issues with the wrong cans being set out on the wrong service days as well. I will make sure this week the driver calls into the office when at your home to pick up recycling on Tuesday ands trash on Wednesday, and if there is a problem we will give you a call at that time.  We will be running on a normal schedule this week the New Years holiday will not effect the service days. If you have any questions please call me directly ************.

  Thanks

  Customer Answer

  Date: 01/04/2023

  Complaint: 18663596
  
  I am rejecting this response because: Bringing up the fact that the wrong cans were set out on the wrong days almost a year ago when I first signed up for the service is no excuse for bad customer service and unprofessionalism every time I call with an issue. And if it was a case of misunderstanding due to the holidays, that could have been communicated to me by the representative, instead of receiving a I don't know answer or no help at all. 
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/09/2023

  The supervisor is calling ***************. We currently are having ALL drivers call when they are at this location to report to us that the trash/recycle is picked up. If there is ever a problem we will be calling the customer to let them know and keep on the drivers. 

  Customer Answer

  Date: 01/10/2023

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/06/2022

  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.

  I forgot to pay my bill, and my new trash cans were taken away. I was told they were going to be cleaned and sanitize and then brought back. Instead, they brought me back dilapidated trash cans. I called with concerns, and the receptionist was rude and the manager **** was not willing to work with me either. All I wanted was my trash cans which were ******** ***** and much better than Gateway. I was charged $35 for the supposedly cleaning and sanitation. The replacements were old and seemly dirty with webs. I want my $35 dollars back and my roll outs.

  

  Business Response

  Date: 12/06/2022

  This customers original bill was sent out on 9/1/22. The bill was due by 9/30/22, following the bill being sent a letter was sent 10/03/22 reminding customer we had not received a payment and services were to be interrupted as of 10/18/22. As of 10/18/22 the account had still not been paid and no response from customer and that set up for the cans to be taken. Once cans are taken the only way to get cans returned is for the bill to be brought current and a $35.00 redelivery of the cans is paid. Ms ****** called in on 11/29/22 to pay bill and request cans to be redelivered. The redeliver fee goes towards the cleaning and sanitizing of the cans. There is no way to redeliver the same exact cans to a customer that we took.  This is our policy on any accounts past due. If you have any further questions please let me nkow.

  Thanks

  ***** ***** 

  Gateway Disposal

   

• Initial Complaint

  Date:08/09/2022

  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.

  Every week it has been something different with them. They give me a limit on the amount a trash that I can put out. I set out the two containers and no more than four bags out. I set out the same amount of trash each week. They don't pick up the trash. When i called and spoke to the supervisor, they were going to charge me an additional $25.00. He emptied the container they provided, then put the bags that I had in the container and dumped again. They said that that counted as two dumps. I have had this company for three years. They also don't pick up any trash that drops out of the container and it ends up all over the street. I have complained about this as well.

  

  Business Response

  Date: 08/10/2022

  Per the City of ********** contract each residential home has a 210 gallon limit of trash per weekly pick up. This customer was over the limit. Per our driver they had 1 96 gallon trash can, 1 personal can, and several bags. The driver dumped the 96 gallon trash can and refilled can with with bags on the ground and dumped it again and took 1 trash bag, which is the limit. Per the customers husband when I spoke with him he agrees with what we took and all was fine. The wife then called and was angry because she was having a party and wanted trash to be picked up. We explained the limit and it she wanted us to come back it would be the fuel fee of $25.00 and a $12.00 fee for the extra trash can to be dumped.  She did not want to pay that and disconnected the call.