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:03/08/2024

  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.

  Service was cancelled 1/29/2024, Was charged $588. for annual service on 3/8/2024.This service was canceled due to unacceptable trash pickup service. Sometimes not picking up on weekly scheduled day and/or not collecting at all.

  Customer Answer

  Date: 03/08/2024

  The property service address is *******************************************************

  Vixster address is *****,  ** *****.  ************

  Customer Answer

  Date: 03/18/2024

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

  we have received communication from Vixster that the garbage pickup service been cancelled, but there is still confirmation needed from Vixster that the credit card charge will be removed.   We have also contacted our credit card company and disputed the charge.

  
  

• Initial Complaint

  Date:02/19/2024

  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.

  They are a trash pickup service I set up for my grandmother but they were unreliable and I called to cancel (several times) and was told on at least three occasions that my request for cancellation and a refund had been expedited and that I would receive a call or email confirming the cancellation and my refund. I have received no communication and no refund, though they have cancelled the service because they no longer do any trash pickups. I paid for the year instead monthly because it was $200 cheaper and I demand my money back for the remaining ************************************************************************************************************************** again. Additionally. their website does not say that cancellations are prohibited or subject to approval anywhere.

  Customer Answer

  Date: 03/01/2024

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

  
  

• Initial Complaint

  Date:02/15/2024

  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 have been a customer of ********************** since 2018 and have had pretty good weekly service for trash pickup until the beginning of this year, 2024. I pay for weekly trash pickup and have been serviced 3 times in the past 6 weeks this year. I have called multiple times and spoken with a representative but have been given unacceptable excuses for why the trash has not been picked up. I have even offered to change my trash pickup day to better suite their schedule, but no response. I have asked for a refund of money for the weeks that were not serviced and nothing has been done, despite being told the refund was being "prioritized" in their system. There were not even any efforts to pick up the trash that was missed the next day or two, only that they would come again next week which is another missed week of service by Vixster. According to article 3.1 in the contract, payment is required for services rendered to the customer, however, the services are not being rendered and money has been taken for these services.I would like a call immediately to cancel the account with ********************** and get a FULL refund (minus the 3 weeks of trash pickup) due to the fact that this company has failed to fulfill their end of the contract. My phone number and email are on file with my account.

  Customer Answer

  Date: 02/29/2024

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

  
  

• Initial Complaint

  Date:01/12/2024

  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.

  on Dec 28, 2023 I cancelled my yearly autorenewing contract with Vixster online using their website. Their website does not allow you to remove credit card information so I cancelled my contract, then I received a phone call from someone in their office asking me why I was cancelling. I told them we were selling the house and did not need the services anymore. They verified that our account would be cancelled and would not be billed for the next yearly bill. Then on Jan 8,2024, they billed our credit card (which we cannot remove from their system) for another full year of service. I have emailed twice, called and left a message and send a message through their facebook account asking them to credit and have received no response at all. Nobody in their office ever asnwers the phone. We need a credit and do not want service at this location.

  Customer Answer

  Date: 01/22/2024

  I have not heard from the business in response to my complaint. We have received a couple of automated notices that they are sorry they missed our trash pick up and will re-schedule. I have replied asking them to please cancel services as requested on Dec 28, 2023 but they have not responded to any of our attempts to contact. We have submitted a complaint with our credit card company asking them to reverse the charges since they were unauthorized and block the card from future use by this company.  

  
  

• Initial Complaint

  Date:09/30/2023

  Type:Product 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.

  Vixster was the only provider for waste removal in my area for most of 2018-present, so I used their service and paid them $540/year for 5 years; 2 of those years were paid at and additonal $540 (for a total of $1080) because we had an additional address they "serviced". Their records are incomplete due to poor business management, but I have been a customer with them for over 5 years.
  
  During our service time, Vixster frequently failed to fulfil their contractual oblications. They didn't show up about 30% of the time over the course of 6 years. They often did not collect the full amount of trash, even though it was within their limit guidelines outlined on their webpage.
  
  I have since moved away from one of our addresses they serviced and found a better service at my other address.
  
  They set my account to auto renew but did not give any (written, voice or email) notice of renewal. During last year's transaction, I requested they not auto renew either of my addresses and alert me at the end of my service. Instead, I got the post confirmation email of my renewal charge at 8pm on Sunday 9/10/23. I emailed them that night requesting a cancellation because I no longer live at the address they were billing me for.
  They responded the following afternoon via phone and said they would fix it; it would be refunded within 5-7 business days. The refund never came. I reached out on the 10th business day wondering where my money was (9/25/23). They never responded.
  
  Summary:
  They did not provide a refund of the charge even though I no longer lived at the service address and request a refund within hours of the charge.

  Business Response

  Date: 10/03/2023

  Vixster sincerely apologizes for any inconvenience experienced. The requested refund, made on September 13th for the address no longer in use, has been successfully processed. The funds will be credited to the customer's account within 5-7 business days.

• Initial Complaint

  Date:09/23/2023

  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.

  I've talked to these people about closing my account multiple times over the last few weeks with no success. I keep getting the passive run around telling me about "review of my cancelation request" and my account is due for auto renew soon. I don't know how to get through to the right person. Please help.

  Business Response

  Date: 09/25/2023

  Good day! 

  I am writing to formally confirm that your cancellation request has been promptly processed, shortly after it was submitted on September 15th. Furthermore, we have initiated the refund for the remaining five weeks of service that you had prepaid. This refund process is currently underway and is expected to reflect in your account within 7-10 business days.

  Should you have any additional inquiries or require further assistance, please do not hesitate to contact our dedicated customer support team. Our aim is to ensure your experience remains smooth and trouble-free throughout this entire process.

  Let us know if we can be of further assistance. Thank you! 

   

  Customer Answer

  Date: 09/30/2023

   I am rejecting this response because: I will accept this response once the account is physically closed, I can no longer access an online profile, and the refund is in my possession.  Thanks for your understanding.
  
  
  
  
  
  

• Initial Complaint

  Date:09/14/2023

  Type:Billing 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.

  Vixster is a trash removal company my husband and I hired for our commerce rental property. There are four trash bins in the back of the building that they did not empty and continued charging me $83 per month. The first month this occurred I asked them to come and pick up the trash which they replied they didn’t have me in their system. I told them they had four trash bins and were taking my money so I would find another company to come and pick up. I then hired another company and asked them to pick up their bins and terminate my account. For the last two months they said they would but I am still getting billed and they are no longer our trash removal service.

  Customer Answer

  Date: 09/14/2023

  The business name that is being charged is ********* ***** c/o *** ******** who is now deceased.

  Customer Answer

  Date: 09/24/2023

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

  
  

  Business Response

  Date: 09/26/2023

  We apologize for the inconvenience you've experienced with our services and the billing discrepancies. To assist you promptly, we kindly request your account details.
  Could you please provide us with the name and email address linked to your Vixster account? This information will help us locate your account and resolve the issue efficiently.

  Please share the requested information with us at your earliest convenience. If you have any further concerns, feel free to reach out to our customer support team at (828) 263-4276.
  Thank you for your patience, and we look forward to resolving this issue for you.

  Customer Answer

  Date: 09/26/2023

   I am rejecting this response because:
  
  I have reached out to customer service three times already and nothing has been done.  The account is under my late husbands name and email which I do not have access to.  It is *** ********, ********* ***** LLc, **********************.  My email address for which I wish to have communication directed to is *********************.  This is being automatically drafted from a checking account monthly.  
  
  
  

  Business Response

  Date: 10/03/2023

  We sincerely apologize for any inconvenience you've experienced in the past and appreciate your patience in resolving this matter. Thank you for providing the necessary information to determine your account. We have successfully canceled the account associated with *** ******** and ********* ***** LLC. The refund for automatic monthly drafts will be processed and should appear in your account within 5-7 business days.

  Customer Answer

  Date: 10/04/2023

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

• Initial Complaint

  Date:02/02/2023

  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.

  I contracted $458.79 on January 5, 2022 for a 12 month contract. The company stopped service at 10 months and missed multiple weeks prior to the final month. I reached out to them and they never returned any of my multiple emails or phone calls. Yet, they are still trying to charge the credit card for another year of service. I have yet to receive a response.

  Business Response

  Date: 02/03/2023

  Good Day!

  First we would like to apologize for all the delays you have experienced due to situations that went beyond our control. We did receive you email January 2nd about the missed and have responded accordingly, we have not seen any response to our email. 

  The last charge on the account was  January 2nd of 2022 and no more charges have been made after. Your account has been set up to autopay so since you were set to renew January 2nd of 2023 that's why Stripe automatically attempts a charge. Please note that your account has already been automatically cancelled too since it has been a month since your account was set to renew. Our system will no longer attempt any charge. 

   

  Let us know if we can be of further assistance. Thank you.