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:02/11/2025

  Type:Service or Repair 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 signed up for a trash service with Vixster for weekly pick up. They charged $138 for three months of service. They picked up our trash the first week. After that the pick *** became more sporadic. When we contacted them after the first missed pick up, they sent screenshots saying our team confirmed pick up despite our trash remaining full at the curb. We had to call multiple times in one week asking for our trash to be collected and it was never done, despite the employees saying they would do it same day. After a month or so of inconsistent trash pick ***, we called asking to cancel our service and refund us for the time when the service was unfulfilled. That was October 2024 when we first called. After being told we would no longer be charged I received another $138 charge in December. When we called again to have the service cancelled and asked for a refund, they said they had to go back and check their records to confirm when pick up was missed. Their records were consistently inaccurate. We know this because they would occasionally send screenshots showing your trash has been picked up when it clearly wasnt. We were honest with them and gave them the benefit of the doubt, asking for a refund for approximately 3 weeks of missed service in addition the 3 months charged when we asked for the service to be cancelled. In reality our trash was only collected maybe 3 or 4 times.

• Initial Complaint

  Date:12/02/2024

  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 have had multiple occasions when the services we paid ahead for have not neither either rendered or on time. We have asked to cancel and were promised services would be done in a more timely manner. When we try to call, theres no answer and almost always no response to a request to call back. Im not happy about paying for a service thats not done as promised or stated.

• Initial Complaint

  Date:12/01/2024

  Type:Product 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.

  On July 18, 2024, I paid $506 to Vixster. I paid in full for the year for our weekly trash pick up. I was told pick up day is on Friday and that they may not get it on July 19 (Friday) but they definitely would get us in the rotation the following Friday which was July 26. We had trash we put out after my roommate and I initially moved in. We didn't come back to ***** until August 12, right before school started. However, an irate neighbor rang our doorbell on August 8 and yelled at us through the ring doorbell camera that trash was all over the street in front of our house. I called Vixster and was told in their system the driver said the trash had been picked up which was obviously a lie. I was told they would pick up all the trash the following Friday (August 9). However, when we came to the house August 12, the same trash was in front of the house and had never been picked up not one time. I called Vixster again and was told the driver had falsely noted in their system, it had been picked up. This went all for a few more weeks and I called 1-2x/wk. Finally, I cancelled their service on 9/4/2024 and requested a full refund since my trash wasn't picked up a single time! It is now Dec 1 and we still haven't been refunded the $506 even though I have continued to call, email, and even texted back Vixster customer service ************ inquiring about the refund. It is always the same person that answers the phone then states he's communicated with their billing person and our refund should be getting to us soon. Since I cancelled with them in September we have been using Appalachian Waste and have ZERO complaints, I just want my money returned to me from Vixster

• Initial Complaint

  Date:09/09/2024

  Type:Billing 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.

  Hello,I paid three month's ahead for weekly garbage collection at my home in **********, **.. My garbage has not been 4 out of 5 of the most recent scheduled pick **** I have reported this issue each week through the form on Vixster's website.Further, I have attempted to call, email, and ******** message the company to cancel my service (starting a week ago) prior to the next upcoming charge tomorrow (Sept 10th). There is no way to change/ cancel my service online, the calling customer service number results in a "caller not available/busy" message, and there has been no response to my ******** message. I do not want my credit card to be charged the $141 tomorrow for the next quarter, but can find no way to cancel. Please contact me at ************************* or ************* with further info.Thank you!

• Initial Complaint

  Date:08/31/2024

  Type:Service or Repair 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.

  DO NOT DO IT. They NEVER pick up on time. They NEVER take all the trash or recycling they are supposed to. They skip weeks and weeks and weeks with no communication or they lie and say your trash will be picked up and then you don't take it to the dump and it **************'s been 3 weeks since my trash has been picked up and they regularly go two weeks without picking it up or even longer.We are sorry, our hauler had issues with their vehicle. NOT the customers problem. etc. etc. on and on. Well if you can't run a business and find people to do the job. Close the business.Lying, bad communication, false advertising, employees that are sketchy and with attitude (yes they have some good ones too)What good is a free month ....free month of what? Rotting trash. I can take it to the dump or hire another trash service.Your haulers complain you pay them nothing and don't help them keep up their vehicles. Your business model is severely flawed. Lying to your customers just makes them more angry and then stopping communication.I'm going to make a review video on my ****** ******* channel and distribute to my ******* social media. I'm sure some people will be interested. Ridiculous.

  Customer Answer

  Date: 09/11/2024

  I have not heard from the business in response to my complaint.

  This is typical of them. No contact, no messages and they have no problem calling or texting to get my credit card when it was stolen. They are completely ignoring me becasue they OWE me money. They have taken my money and not delivered the service. My trash has not been picked up in 5 weeks now and I have had to deal with it myself. This is a fraudulent company.

  
  

• Initial Complaint

  Date:08/26/2024

  Type:Product 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 was charged $578 on July 27th as an auto renewal for trash services. I contacted Vixster on July 30th to cancel/refund this service as I no longer live at the address provided. No response from Vixster. I contacted them again on August 24th, no response.

  Customer Answer

  Date: 09/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair 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.

  I prepay for weekly trash removal services. Almost every other week they miss a pickup. I'm forced to drive to the landfill to drop garbage. I have called, emailed and complained with no improvement. I've asked for a monetary credit and it never happens. This is a very dishonest company and I would not recommend their services

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair 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.

  The company repeated sends independent contractors onto my property without permission, despite repeated attempts to make it stop.

• Initial Complaint

  Date:06/04/2024

  Type:Product 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 cancelled trash pickup service last January but my card was charged anyway ($506). I have been promised over and over that the refund will be issued but it isn't

  Customer Answer

  Date: 06/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:03/15/2024

  Type:Product 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.

  A friend and I bought a rental unit in June 2022. The prior owner used Vixster, so we just rolled their services over. They were fine for the next 1.5 years but at the end of December 2023 (during our busiest rental season), they missed 2 weeks worth of pick **** We called to see what happened and they missed us due to snow. Okay that's fine. We were told they would get the trash 2 days later. *******, they didn't show up 2 days later. They didn't even show up the next week. Our trash bins were overflowing and guests were complaining about trash. We hired **************************** and they came the next day and we started service with them.We called Vixster the next day to cancel.The gentleman we spoke with said no problem - we could cancel and get a refund for the 3 months of service we prepaid but weren't going to use. He asked we allow them 5-10 business days to complete the refund.A week later, I noticed Vixster still coming to our house on the allotted day. I asked why and they said that was by accident. Well for the next 2 months they still showed up on the occasional Wednesday. I called 6 more times to ask why and to please cancel our service. Each time, I was told by ****** at customer service that he would escalate this to the accounting/billing department.Fast forward to March 13th, and we just received a CHARGE FOR THE UPCOMING 6 MONTHS. I called and was given the same run around. What happened to expediting the issue SIX different times ****?!?! How have you not at the very least cancelled our service (let alone the refund) **** won't give me a number to the billing **** or a manager as "they don't have one" and only he can talk to the billing department. In each of my calls, he says he expedites to the billing department to issue us a refund. I've tried to log onto our Stripe account and it won't even let ME cancel my account. Unreal.

  Customer Answer

  Date: 03/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. The company has finally returned my calls and refunded me for services not rendered after cancellation date.