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:10/28/2024

  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.

  
  
  
  
  Better Business Bureau:
  
  
  

   

  I had just filed a complaint this afternoon about a business and the issue has now been resolved, as I have just received the refund they have been dodging me about.

  
  
  
  
  Regards,
  
  
  **** ***** 

  couple of days and call back and I get another useless unhelpful "we'll call you back" answer. I'm not sure what to do from here in order to get my money back that was withdrawn from my account without permission.

• Initial Complaint

  Date:10/10/2024

  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.

  Iniitally we set up service with them end of September 2024. As per the agreement the waste was to be removed twice/ week. In the first 2 weeks they only picked up the trash the first day (3/4 remaining pick ups were missed). We called them to have the trash picked up on the missed days. However, only once did they send a truck to complete the pick up.
  
  As they were not providing the service we agreed upon, We made a decision to cancel the account and go with another provider. After multiple calls (where hold times are > 1 hour) speaking to representatives, we were informed they can not close the account without the sales rep. They were going to have him call me. No one called. I called again and finally spoke to a supervisor. She confirmed the account was closed and someone will come to remove the canister. Again, no one showed up. A representative gave me the sales rep personal number (Umberto ###-###-####) which I called right after getting of the hone with them and left him a voice message. He did not return the call. I called him again on the followed day Oct 4 2024. He picked up and was shocked that his number was given to me. He confirmed he will have the account closed. On Monday their truck showed up to remove the waste and left the cannister on the street (not in the enclosed compartment where the cannister is usually kept). When called the office, they said the account is not closed and I need to speak to a sales rep. It is now Thursday. I am not sure if they are planning to close the account or pickup the cannister which is still on the side walk). It is not our property and we will not be accepting liability for them.
  
  Please have them close the account and remove their cannister as we have already moved on and started service with another company.

  Business Response

  Date: 10/20/2024

  We acquired the customer’s hauler in September 2024.  The customer’s account information was not
  imported correctly into our system, leading to several service
  disruptions.  The account has since been
  canceled, container removed, and the customer’s balance is $0.  There is no further action required.

• Initial Complaint

  Date:08/22/2024

  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.

  
  Complaint: ********
  
  I am rejecting this response because:
  
  #******** - 2/23/24 IWS Supervisor ****** contacted and asked if I received $59.28 check yet since it was to have already been mailed out. I did not receive. She said that due to my inconvenience they would also send me a check for $150 because of all the problems I had. 2/26/24 ****** called again and asked if I received any check. I did not. 8/28/24 ****************, Sales Director, left voice message advising he told them just to send me check for $150 and apologized. ****** says I will get two checks and **** said one check to cover everything. I don't understand how a company can have such poor communication skills. In the meantime I have not received any checks since I discontinued service on 7/13/24.
  
  
  Regards,
  
  *************************************** I said I called five time regarding this matter and I wanted to speak with billing department. He said he couldn't connect me and I would only get $59.28. Told him I would contact BBB and he didn't seem to care.

  Business Response

  Date: 08/27/2024

  One of our supervisors contacted the customer on Monday, August 26th to discuss the matter at hand and apologized for the inconvenience and upset caused.  We have issued a full refund of $150.00 and the check was mailed on Tuesday, 8/27/2024.

  Thank you.

  Warm regards,

  *************************, Director of Customer Service

   

  Business Response

  Date: 09/09/2024

  We spoke with the customer on 9/6/24 and agreed that two checks are due one for $59.28 and another for $150.  The customer has confirmed the check for $150 has been received.  A second check for $59.28 will be sent by 9/10/24.  Customer should expect to receive it within two weeks.

  Customer Answer

  Date: 09/10/2024

  
  Complaint: 22179697
  
  I am rejecting this response because:  I have not yet received their second check.  
  
  
  
  Regards,
  
  ***************************************

• Initial Complaint

  Date:07/09/2024

  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 use interstate waste for garbage pick up services. There have been multiple instances in which the company has not picked up garbage on the scheduled days. They credit our account when this happens. Today they refused to credit and said they would get someone out tomorrow. Its very inconvenient with so many missed pick up days. Especially with animals/raccoons getting into the trash when its left out and littering the streets. Unacceptable to pay for a service that is not provided!

  Business Response

  Date: 07/17/2024

  We are unable to locate the customers account based on the information provided. We have sent an email to the customer and left a voicemail, and will respond as soon as we hear back.  We are eager to work with the customer to resolve this issue.  

• Initial Complaint

  Date:11/01/2023

  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.

  It's rather pathetic that they felt the need to lie about what transpired and accuse me of trying to steal from their company. They never sent a check and didn't issue the refund on 11/3. A representative ******* called me the morning of 11/6 asking for my bank account number. When I asked her if a check was ever issued, she scoffed, hesitated and said she couldn't answer that and all she knew was that she walked into work and saw on her desk to take care of it. She said that the refund would be processed and returned later in the week. They returned the refund to my bank on 11/7.

  
  

  Thank you for assisting me in retrieving what they stole from me.

  rom *****************************, Accounts Receivable Rep, asking for my account number. Before I could reply, she sent another email stating, "cancelation request and refund has been entered." I sent a follow up email to her on 10/8, no reply. On 10/11, I emailed her and ****************************, no reply. I called on 10/13 and was told, a supervisor approved the refund request the previous day, a check was mailed out and I would receive it within **** business days. On 10/31, I called and the agent said he didn't see anything in my account, would reach out to another department and call me back, no call back. I emailed **************************** again, no reply. Over 2 weeks later, I still haven't received my refund. They stole my money.

  Business Response

  Date: 11/14/2023

  The customer called to cancel their account on Tuesday 9/26.  The cancellation was processed on 10/3, after payment had already been made.  A refund was processed on 10/12, and check mailed via USPS.  However, the check has yet to be cashed, as the customer claims it has yet to arrive.  On 11/3, IWS processed a refund direct to the customers bank account and canceled the refund check from 10/12.  There is no further action required at this time. 

• Initial Complaint

  Date:10/06/2023

  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.

  Around Sept 29 I scheduled a bulk pickup of a couch and was given a pick up date of September 22. Around 5:00 I called to let them know that the couch had not been picked up. I was informed that the truck had until 6:00 pm. The truck never showed. **** was expected all weekend so my husband and I carried the couch back inside. On Monday I called and asked when they were coming and was told they would be there Tuesday the 26th. We carried the couch back down again and towards the end of the day I called again and was told they had until 6:00 and when I questioned if they could contact the driver I was told no but they would send an email. Once again we had to bring the couch back inside since they did not show and rain was expected. When I called the next day I was told that they would pick the it up on the 29th, and here we go again bringing it back down to the curb. I called multiple times that day to confirm that they would show and of course they did not. So we brought the couch back in. On October 3rd I called again and was informed that I was scheduled for October 6th. So down again goes the couch. I called the morning of the 6th and wad told by a very rude customer service representative that I was on the schedule. At 3:00 that day I called customer service and once again was told they had until 6:00. Each time I called I explained that I have had several scheduled pickups in the past. It is now 6:00 and at 4:30 I called asking for a supervisor and explained my issue I was told a supervisor would call me back and as of 6:00pm no call and no pick up. This company is my regular garbage company. They bought Solterra waste mgt who I was a customer of. Solterra bought ***************. I have not changed companies in 30 years but now I may have to. It is not right that we were given pick up days by the company and they never showed. Never mind having to bring down the couch to the curb to only have to bring it back up. We are not young.

  Business Response

  Date: 10/16/2023

  The customers couch was scheduled for pickup on Sep 22, Sep 29, and Oct 6. Unfortunately, that information did not correctly make it to our pickup team on multiple occasions, resulting in our customer service team providing the customer with incorrect information. The couch was picked up on the morning of October 9, at no charge to the customer.  We apologize for the inconvenience.  

• Initial Complaint

  Date:09/11/2023

  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 HAD GARBAGE COLLECTION WITH IWS AFTER MY PREVIOUS GARBAGE COMPANY SOLD THE ***** TO IWS. I PREPAID GARBAGE COLLECTION WITH IWS FOR 1 YEAR OF SERVICE. WITHIN THIS ONE YEAR OF SERVICE IWS SOLD THE ***** TO WM. IWS WAS NO LONGER OUR GARBAGE COLLECTION COMPANY STARTING ON JULY 1ST. I CALLED AND ASKED ABOUT MY REFUND BECAUSE I HAD PAID FOR 1 YEAR OF SERVICE AND WAS NO LONGER GOING TO RECEIVE THAT FROM IWS. I WAS TOLD THAT IT TAKES 1 MONTH TO GET THAT PROCESSED, I GAVE THEM THE BENEFIT OF THE DOUBT AND WAITED. I DIDN'T RECEIVE MY REFUND BUT WAITED UNTIL THE END OF AUGUST TO CALL AGAIN. I PROVIDED THEM WITH MORE THAN ENOUGH TIME TO REFUND ME MY MONEY. I WAS TOLD THAT THE REFUND WAS OFFICIALLY PROCESSED ON AUGUST 30TH, PRACTICALLY 2 MONTHS AFTER SERVICE WITH IWS ENDED. I CONFIRMED MY REFUND ADDRESS OVER THE ****** I RECEIVED AN EMAIL FROM IWS TO CONFIRM THE ADDRESS, I RESPONDED AND CONFIRM THE ADDRESS ONCE AGAIN. I WAITED ANOTHER 2 WEEKS AND STILL DID NOT RECEIVE MY REFUND, I CALLED AGAIN AND I ASKED THE REPRESENTATIVE ON THE ***** WHEN I WOULD BE RECEIVING MY REFUND AND WAS TOLD SOON HOPEFULLY IN THE NEXT FEW DAYS. I CALLED THEM TODAY 9/11/23 WAS TOLD THAT I NEEDED TO WAIT ANOTHER MONTH TO RECEIVE MY MONEY, THAT IS ABSOLUTELY RIDICULOUS. I AM NOT WAITING ANOTHER MONTH FOR MY REFUND WHEN SERVICE WITH IWS ENDED ON JULY 1ST. I DID MY PART AND PAID FOR THE SERVICES YET, I AM NOT RECEIVE THE MONEY THAT IS DUE TO ME. IWS IS THE MOST DISFUNCTIONAL COMPANY THAT I HAVE EVER HAD TO DEAL WITH AND THIS IS NOT THE FIRST PROBLEM THAT I HAVE HAD WITH THEM. I JUST WANT TO MY REFUND SO THAT I NEVER HAD TO DEAL WITH THEM AGAIN. THE REFUND THAT IS DUE TO ME IS $118.72 I NEED ASSISTANCE RECEIVING MY REFUND BECAUSE I CANNOT WAIT ANY LONGER AND WANT MY IS MINE!

  Business Response

  Date: 09/18/2023

  The original refund should have been processed shortly after account cancellation and available no later than early August (refunds can take up to 30 days to be processed through our system).  The customer notified us of the delay and the refund was processed on 8/30.  Customer would have received the refund check by end of September, so when they called in on 9/11 to inquire about status, they should not have been told it would be another month before they received a check.  IWS sent a check on 9/12 via overnight mail, and it was delivered on 9/13.