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Business Profile

Garbage Removal

M & S Sanitation, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 2 complaints 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:07/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In June 28 I paid for trash services to M&S hauling a garbage company I never used before. I had them take $75.00 out of my banking account on June 28 to start services. The first pick up was July 17. Pick up times are generally on Wednesday in my area. On Tues Jul 23 I set my garbage out as they instruct you to do but they did not pick up my trash nor did I receive a notice why there was no pick up. I immediately tried to contact them via phone ************ it sends you back to the email. When you attempt to respond by email the prompts they give for you to write you issue give no opportunity for you to ask them questions about why or when they are going to pick up your garbage. I sent three emails and the only response I got was giving me a schedule as to when to put the garbage out of which I already did. It is written in a manner that makes it look like you failed to put your trash can out on time. I then began reading some of the reviews and they were similar in nature unable to speak with someone about a specific issue you may have with them i.e. no one picked up your garbage, or please pick up your trash can etc. When I did not get a response from them after several tries, I took my trash can back off the curb because I didn't want to make the neighborhood look bad. I then used one of their messages about what is your issue you had to check missed trash the only one I could find. So I wrote my complaint about them not picking up my garbage. Still no response. I then emailed one last time telling them to discontinue services to date still no response. I found another site that said if you want to discontinue services complete this form when I attempted to fill out the form and submit it; it would not go through. I have been unable to speak to a human, they have taken my money only one pick up and they are not aware that I no longer which to continue services. Therefore I want a letter stating they accept the discontinuation and my money back.

  • Initial Complaint

    Date:08/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 pay $75 a quarter to this company for trash service. They are unreachable by phone, email, or their website. They have not followed thru with collecting the trash. They claimed a delay due to heat. Every other trash company in the area has picked up, and this delay is almost a full week at the point. Id be happy to cancel, but they are unreachable. No other trash service will accept our business without a cancellation letter from this company.

  • Initial Complaint

    Date:06/27/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 does not accept inbound phone calls from customers. I emailed multiple times over 6 months the asking for a phone call because my bill is always wrong. ****** finally called me today and raised her voice at me. She refused to put me in contact with her supervisor or the owner ********.

  • Initial Complaint

    Date:06/26/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 contacted ***** to set up services at ******************** beginning June 9 as instructed on the website. They responded that it was being handled and woud send a bill. I received the bill for $75 and paid it on June 15. I still have not received any trash or recycling cans, so I have attempted to contact them multiple times by phone and through their customer service portal. They have responded once with "How may I help you" but I have received no further contact. Their phone number only directs you to their online customer portal. I just need to speak to a human to resolve this issue but have been unable to figure out how to do that.

  • Initial Complaint

    Date:04/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    November 2023 until now $27.00 per month They are supposed to come every Tuesday for garbage pick up and every Thursday for recycle pick up. They are always late and sometimes do not come at all. There is no phone number to call and when you do call the umber, it refers you to their website. I email my concerns to their support line and I do not receive a response or it will be days later. I am paying every month ahead. They should not be charging me if they do not pick up.

  • Initial Complaint

    Date:04/11/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 started services in August 2022 with a quarterly recurring schedule. Recurring was not set up as we were told and resulted in additional charges and a monthly billing cycle.Business does not take calls (automated message referring to website). Website does not have functioning billing adjustments/request option. I have made several attempts for over a month with no success. The 3rd party they use for transactions is not able to make changes.

  • Initial Complaint

    Date:01/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 placed my trashcan out in front of my home on Sunday, January 8, 2023, as normal and in the normal location. I arrived home after work on Monday, January 9, 2023, and the trash should have been picked up as Monday is my trash pick-up day. However, the trash had not been picked up. Over the last year, M&S Sanitation has been getting more and more inconsistent with their pick-up, so I left the trash can where it was in hopes that they would be by soon to pick up my trash. On Tuesday, January 10, 2023, I found the trash still was not picked up. I tried to call the company and found that customers can no longer call the company and have only the ability to submit a request via e-mail. I submitted the missed trash support request and received a system-generated response. I replied to the response in hopes that someone would contact me. I didn't hear from the company until Wednesday, January 11, 2023, asking me about when and where I placed the trash can and what was in it. I replied in three separate e-mails addressing each one of their questions 15 minutes after I received their response. They responded again approximately 1.5 hours later stating they have to see if they can rectify my issue. I also e-mailed them again and asked multiple times to receive a call, yet they ignore me. My trash has been sitting out front of my house for 4 days now in violation of my HOA rules. I want my trash picked up and I want to be contacted by the owner of the company at this point. How can they run a successful business with this type of practice and I hope the owner does not know this is taking place.

  • Initial Complaint

    Date:10/11/2022

    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.
    Trash has not been picked up in over two weeks and now my trash is overflowing they keep billing me every week when I was told it would only be $27 monthly they are not doing their job I have called at least 30 times within two days and no one answers the phone they have not picked up the recycling and it’s starting to get ridiculous I am not going to continue to pay for a service that I’m not receiving this is the worst trash company I’ve ever dealt with!!!

    Business Response

    Date: 10/11/2022

    In response to the above complaint regarding missed service at *** ** ********* Ct. The account was past due and a payment was just made 9/21/22, which paid for August and September, we are now in October. As for our phones, they are automated and clearly states to go to the website, and an agent will respond to your communication.

    I have nothing further to add concerning this complaint.

     

    Thank you,

    M&S Sanitation

M & S Sanitation, LLC is NOT a BBB Accredited Business.

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