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Business Profile

Garbage Removal

County Waste & Recycling Service Inc

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for County Waste & Recycling Service Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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County Waste & Recycling Service Inc has 3 locations, listed below.

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    Customer Complaints Summary

    • 44 total complaints in the last 3 years.
    • 12 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:09/22/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Sent: Monday September 11 2023 12:22:05PM

      Subject: WASTE CONECTION ERRONEOUS BILLING ON ACCOUNT #*************

      Based on my most recent Trustco Bank Statement dated 08/16/2023, you debited my
      account for $5.50 on 07/26/23 and again on 08/01/2023 for $5.50. Your website displays my “Account Balance” as -$5.50 Pay Now”. My complaint is about the 08/01 $5.50 charge.
      That needs to be explained and resolved. If you cannot reach me via live contact by telephone, ***** ********, please email me at the following address: **********************. Please do not call me on Mondays between 4:40 -5:40 PM

      RELEVANT QUESTIONS:
      Don’t you bill a few days in advance of the service period that you are billing for? If not,
      what is your usual billing method?

      Thus far, I have received no response to the message that I am forwarded on 09/11. I resent it on 09/19, but have have received no response as yet.

      I hope to hear from you soon.

      Business Response

      Date: 10/02/2023

      I am writing in response to Mr. ********* complaint. We were able to speak to Mr. ******* to get this situation resolved. Mr. ******* understood what occurred and has our office manager's direct line for any further issues.   Sincerely  County Waste & Recycling 

      Customer Answer

      Date: 10/02/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

      Regards,

      ***** *******

    • Initial Complaint

      Date:08/18/2023

      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 paid for weekly garbage and recycling pickup from this company. The pickups were frequently missed. They often claimed that the garbage wasn't out when they simply never came by. The last straw was when I called to complain that once again, my garbage wasn't picked up. They claimed it wasn't left out, I was ABSOLUTELY CERTAIN that it was. They sent me a photo that showed my house but conveniently left the spot where the bins would have been out of frame. When I said that it was a false claim and I was certain that the bins were indeed out, I was told this would be escalated, but no one has followed up on this.

      When I told them I wanted to cancel my services, they told me to just leave the bins out in front of my house and they would be picked up at their earliest convenience. When I pressed further as to when they would be picked up, they told me they didn't have any availability until 3 weeks later. So they expected me to leave my bins out for 3 weeks in front of my house with no hope of being picked up. Today was the day I was told the bins would be picked up. They were not. I'm tired of storing their bins for almost a month because they can't seem to handle regular garbage pickups or come collect their things.

    • Initial Complaint

      Date:08/03/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Canceled service on June 1,2023, I continue to call for them to pick up there containers , they keep giving me a date and they don’t come.

      Customer Answer

      Date: 08/18/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They finally came and picked up there containers. 

      Regards, 

      ***** *******

    • Initial Complaint

      Date:07/26/2023

      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.
      We hired County Waste Inc to pick up our household trash.

      They missed 7 of the past 8 weeks. They only picked up one time in 2 months.

      When I call to request a special pickup due to being missed They say that since the day that I call is only 5 days away from the next weekly pickup They will not schedule a special pickup and will instead skip this week.

      This has routinely happened week after week. At this point I have 4 weeks of trash accumulating and is becoming a health hazard.

      I requested a call back from a supervisor and have still not received one 5 days later.

    • Initial Complaint

      Date:06/05/2023

      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.
      In the Month of May we had 3 missed collections, including the last two weeks. I called to file a complaint on Friday 6/2, only to be told I was on a one day delay and to be hung up on. My trash is still there.

      I called again today to cancel services and get credited for the month of June that has already been paid for, and the three missed collections in May. I was told that I'd be refunded for 3 pick ups (a total of $40ish) but because the cans were getting picked up in June (again, with trash from the week ending May 26 because of their failure to collect) I wouldn't be able to be credited for June.

      This was per a supervisor named Erica, who when I told her this was unacceptable because of making me pay for an extra week of collection due to their error, began speaking to me as though I were a child throwing a tantrum rather than an irate adult.

      They have missed, on average, one collection a month since I began using their service and I have not once requested anything except a bulk pick up, once, to make up the difference. They have no issues taking the autopay on time, but somehow can't manage to do the single thing they have been hired for.

      I have cancelled my service. I want a refund for the entire month of June as well as the missed pick ups in May.

      Business Response

      Date: 06/16/2023

      I am writing in response to Ms. ******* complaint. After reviewing the account, we saw notes that Ms ****** called on 5/6/23 stating that her trash was missed, we advised that we would  take all the trash the next week. We are cancelling this account and will credit 1 week in May and all of June. A refund will be processed and credited back to Ms ******'s credit card within 2 weeks. Ms ****** can call our office with any further questions.   Sincerely  County Waste & Recycling.   

    • Initial Complaint

      Date:05/09/2023

      Type:Billing 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.
      I have been a customer of this company since 2016. My garbage and recycling are scheduled to get picked up every Monday morning between 4:30am-5:30am. On Monday 5/8/23; my garbage & recycling were never picked up. I never received a reminder notification via email or phone call advising me of my bill. I have tried updating my email with the company customer service agent multiple times and still no update. I called the company Monday morning to inquire about the reason of why they did not pick up my garbage. The customer service agent, Erika was rude, unprofessional and told me that I owed a payment. I advised her that I had just made a payment and that I never received a bill or a reminder email/phone call. She told me she did not care. I asked her to have the driver come back out the next day since we have bears and they are destroying all of the garbage cans looking for food. She told me that she couldn't help me and that I could find another company if I wanted. I asked to speak to a manager and told me that there was no manager available. I called back again twice on Tuesday 5/9/23 and left another message with no call back from the manager. Also they had a $30 price increase with no explanation or warning.

      Business Response

      Date: 05/18/2023

      BBB spoke with Management at the company and the following was relayed: This customer's service was suspended for non-payment.  That's why his garbage was not picked up on 5/8/23.  Prior to April the last payment he made was in January of 2023.  We continued servicing for a while but after months of not receiving payment from this customer, we suspended his services.  We reached out to this customer to request payment on April 13, 2023, April 25, 2023, May 4, 2023, and May 6, 2023.  We did not receive payment.  Finally, we suspended his account and services for non-payment.  On the dates that we reached out to him we called and if the number is a cell phone, he would have also gotten a text message on each one of those dates.  After we received payment we reactivated his account and services.  As far as pick up times go- we do not guarantee pick up times because there are so many factors that can affect a pick up time---such as traffic, any accidents or incidents that may occur along the route, road closures, and drivers on each individual day----as just as some examples.  We do guarantee pick up days.  That is industry standard across the country.  And if we are not going to make it on a guaranteed pick up day in cases of an emergency, we call and let the customers know.  And again, we are on par with industry standards with pricing.  Right now, this customer has the largest size containers for both trash and recycling and is paying around $42.50 before taxes.  That's industry standard.  I believe this all stems from this customer not paying.  

    • Initial Complaint

      Date:03/30/2023

      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.
      Our garbage is collected on Friday of every week unless it’s a holiday week It will be picked up on Saturday. On Friday 3/24/23 our garbage was not collected. We wheeled the can to the curb the night before but found the can still full on Friday afternoon, We called County immediately and was told someone would be out in 24 to 48 hrs to collect the garbage. This did not happen. On Monday 3/27 we called a was told it would be the following day, Tuesday 3/28. At 2:00 it was still not picked up. We called County waste at that time and we’re told they would be there by 6pm. This did not happen. On Wednesday, 3/29 we called and were told that our complaint ticket was closed because the garbage had been picked up. This was not the case. We asked to speak to a manager but was told none was available and some one would call on Thursday 3/30. This also didn’t happen. Our garbage can sat at the end of our driveway for almost a week. In it trash that was almost 2 weeks old. Living rural are this made a great target for various animals, the can was dumped and trash spread everywhere. This had to be picked up in the morning hours. When we called to pay our bill and cancel our service we were told normally we would get a credit for the missed week but since we we’re canceling we would get no credit. Our service was $258 quarterly. I feel we are entitled to a refund for the missed week, approximately $22 County waste how ever does not agree. They also told me they would not be removing their cans for 2 weeks. I should not have to babysit their stuff. I understand things happen but I feel they had no intention in coming out to pick up our trash until the next scheduled pickup. That or someone was just not doing their job. I see that County Waste has a poor BBB rating. I would like to add my voice to the many who have taken the time to review. I would also like a refund.

      Business Response

      Date: 04/12/2023

      We are writing in response to Mr. ******** complaint. Mr. ****** called in to report that his trash wasn't picked up. If trash is not picked up, we usually ask for a 24-48hr turn around to get back. Unfortunately, due to staffing issues we were unable to return. We apologize for any inconvenience. This account is cancelled, and the containers are scheduled to be removed on 4/18/2023. There is a refund of $167.65 being processed and Mr. ******, should have this within 10 business days. We are so sorry for any inconvenience this may have caused.   Sincerely  County Waste and Recycling.  

    • Initial Complaint

      Date:03/04/2023

      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.
      I am having an issue with my garbage pick up. I have not been late on any payments. They are not picking the garbage up. They have even missed a whole month. They also keep raising the pickup charge. We are under a contract with them. We have called them every day this week to pick up and they keep saying they will send someone out. We have had this issue with them for over a year now and I'm at the point where I just want to get another company and want out of our contract.

    • Initial Complaint

      Date:02/08/2023

      Type:Order 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.
      Contracted this company for waste removal when I bought this house in Oct 2022, AT the time I told them that the previous owners (who were also customers of county waste) had 1 Garbage collection cart (gray) and 2 recycling collection carts (green). I was told at that time that recycling is included in the cost garbage collection so there was no need to return the second green cart… And that I could use it as needed when my recycling didnt fit into one cart. They took all 3 carts on a weekly basis since October of 2022, until January 23, 2023, when they suddenly stopped taking 2 green carts, leaving one cart full and sitting there. When I called to ask about it I was told that there was some “misunderstanding” and that they should never have taken 2 green carts weekly and that if I wanted them to do so going forward I would need to pay more. This is the classic bait & switch, as the information is what I based my decision to use County Waste in the first place.

    • Initial Complaint

      Date:01/30/2023

      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.
      On Friday January 13th County Waste (Arianna) called and left a voicemail on my cell phone stating that starting the week of January 16th my garbage and recycling pick up will now be on Tuesdays (Previously it was recycling Monday's and garbage Thursday's). We put our pails out on Monday the 16th and no one came on Tuesday the 17th. I called Wednesday and someone came to pick up on Friday. The week of January 23rd, we put our pails out on Monday night and no one again showed up on Tuesday. I called Tuesday, Weds, Thursday, Friday and again on Monday the 30th. Every time I called I was told they were putting a ticket in and it would be 24-48 hours, I asked for a manager to call me back everytime and no one has. This is not the first time I have had to call to tell them to provide the service I am paying for. Everyone gives you a different answer when you call. No manager has called me back yet. I am reporting this company to you because after all these years of dealing with them it is enough. I should not have to call them to tell them to do the job they are paid to do. I want my 2 weeks that they haven't picked up paid back to me. I am cancelling my account with them. They have terrible customer service and their service is lower than average. I am paid up until Feb1 and expect the garbage that is sitting out there to be picked up since they haven't done it. Also when they pick up the garbage they can take both their pails with them b/c I am not having them sit out there for 6 months waiting for them to come get them. I am over this nonsense

      Business Response

      Date: 03/07/2023

      I am writing in response to Ms. ****** complaint. After shifting some routes and drivers around, we realized that Ms. ****** was on the incorrect route. We can see where Ms. ****** called in each week reporting service issues. The customer service team tried to rectify the issue, unfortunately we were notable to. Ms. ****** cancelled her account at the end of January, and we removed the containers on2/2/23.We apologize for any inconvenience this may have caused.Please feel free to contact our office with any further questions.Sincerely County Waste

    County Waste & Recycling Service Inc is NOT a BBB Accredited Business.

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