Complaints

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• Initial Complaint

  Date:07/02/2024

  Type:Sales and Advertising 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.

  Service at ********************************************** apt 610 Methuen, **:NSH *****, Job ID# ******** They advertise they pick up junk also donate good things. False advertising to charities. Came to ********************************. A ********************. First the 2 men threw out all the junk in the trash bags. When they started to pack all good antiques I asked if they had a bin to put all the beautiful things in. They said NO all of a sudden I hear lovely things breaking such as mirrors, dishes, everyday silverware and being crushed and glasses etc. My heart broke as those items were being thrown out like trash, lampshades squished+bottoms breaking and other items etc etc. The needy could have used them all they saved was large pieces of furniture (that&#**;s it!!) I called the owner ***** ask him why they didn&#**;t have bins he said "they would take up too much room in truck."

  Business Response

  Date: 07/10/2024

  May 20, 2024 **************** scheduled a job for 5/23/24.  We provided the service on 5/23/24, as scheduled.  On 5/24/24 the customer provided a negative comment to which our conflict resolution manager responded to her by email. Our manager acknowledged the customer comments, offered a brief explanation about donation limitations and passed the information about the situation to the franchise.  One of the owners of the franchise called **************** and spoke to her.  He told her that he himself had taken several items off of the truck which were donated to a non-profit.  Since it was the day after the job, the owner knew specifically which truck was at her home and he was able to discuss the situation.  However, he did indicate that not all of her items were donated as some were broken.  She was not happy with his reply and hung up on him. 
  Often breakables may not survive the bouncing in our trucks.  When customers who have breakables that have been packed before we arrive and then removed by us, we are much more able to donate those to a non-profit or charity.  In this situation, none of the items were packed by Ms. ************* After a no obligation estimate was provided, she chose to proceed with the job. Our team members bagged her goods and removed her items. The customer paid for the service and our team members left.
  On 5/31/24 the customer left a one-star review on google.  Our conflict resolution emailed *************** again to which she did not respond so we did not take any further action.  On 7/2/24 the customer filed a complaint with ********************.
  We take pride in donating or recycling as many items as possible.  We actively divert products from being brought to transfer stations and landfills by donating and recycling and we have developed strong relationships with several non-profits and recycling facilities.  Some of the non-profits are also specific about what they will and will not accept.  Often non-profits will only accept products that are in pristine condition.  We are sorry that this customer had items that she felt could have been donated.  We tried to explain this to her but she was not interested in engaging in a conversation.   
  Thank you, *********************, Franchise Partner
  

  Customer Answer

  Date: 07/11/2024

  When donating to *************** Goodwill, etc., they come to our homes with containers boxes and bins. They gently put things in The boxes, bins and containers. They gently place them on the truck so they do not break. One 800 got junk still has false advertising for donations. They threw everything into garbage bags. The owner has to stop saying they do donations, when he gives his work is trash bags to throw donations into of course they will break. He did express to me. He doesnt give them bins, containers or boxes because they take up too much room on the truck and that would be the amount of money. he makes much less. . I believe it is still false advertising on his Part.  Give your workers the proper tools to pack, not gently wrap each item to pack into containers and bins and boxes with things are not broken not throw them into trash bags. Your prices are outrageous and you are a liar. If youre not going to  do the above for donations, then do not advertise you do donations.!!!! 

  Business Response

  Date: 07/17/2024

  1-800-GOT-JUNK? provides recommendations to customers to help them to donate their items themselves, see our Environmental FAQs (below).  As I stated previously, we actively divert products and items from being brought to transfer stations and landfills.  Unfortunately, not every item is diverted, nor do the non-profit or charities accept every item.