Complaints

This profile includes complaints for Dependable Disposal, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dependable Disposal, LLC

  6948 Herman Road Syracuse, NY 13209

• 

  Dependable Disposal, LLC

  P O Box 300 Elbridge, NY 13060

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:03/24/2025

  Type:Billing 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.

  Recently inquired as to if there was a way to lower my bill( for example trash pick up bi wkly versus wkly) & the rep I spoke with asked my age & then informed me that there was a Senior Citizen rate that was lower.
  
  I’ve been with Dependable and a Senior citizen for 5 yrs. Should have been offered the Senior rate when I signed up for their service. Guess they have a “don’t ask don’t tell” policy.
  
  I would like a refund for the difference I’ve paid all theses years.
  
  Thank you for your help.

  Business Response

  Date: 03/24/2025

  Good afternoon,

  I'm happy to provide some additional context here. Customer ****** ***** has contested that she should have been offered a senior discount back when she originally signed up for service (our records indicate service began in March 2020). Unfortunately we did not offer a senior discount program at that time. The senior discount became a new discount program in February 2024. As the program was rolled out, it was advertised on our website and mentioned by customer service representatives when appropriate (example: conversation about saving money on a customer's bill). There was no formal mailer or email sent out to customers as we aim to keep our customer communications specific to holiday reminders and service delays. Therefore, Ms. ***** was given equal access to the same discount information as all other senior customers since it's launch in February 2024. The process has since evolved in November 2024 to include a formal application with supporting documentation that customers must submit for review and approval before the discount is applied. This was put in place after we found multiple customers unfortunately attempting to take advantage of the discount without being the qualifying age of 60+ or failing to live at the address the discount had been requested. Once an application is reviewed and approved, the discount is applied from the approval date moving forward and no senior discount have been applied in arrears. Should Ms. ***** wish to submit the senior discount application form (see attached), we would be happy to review it for approval and apply the discount to her account under the same approval process and workflow used for all customers. Thank you for the opportunity to respond.

• Initial Complaint

  Date:06/07/2024

  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.

  This company's billing process and procedures.
  
  When customers request auto pay be turned off, it is not.
  
  When I questioned their billing, they closed out our account, deleted their response to my Google review, ignored the email I sent through their website on 6/5/24, and didn't pick up the trash.
  
  This business will just close your account and not pick your trash up. They did nothing to rectify the situation.

  Business Response

  Date: 06/12/2024

  Thank you for sending in this feedback regarding our billing process, specifically related to account # ***** (****** *****). I personally spoke to ******'s son ***** on 6/5/24 prior to this complaint being filed. ***** initially spoke with Andrew from our customer service team on 6/5 at approx. 10:08am and was calling in response to a suspension notice they received. ***** was upset that the account's autopay had not been turned off after they had requested the credit card on file be discontinued from use. ***** claimed he had requested the autopay be turned off months prior but our records indicate the first time our team was asked to discontinue using the card on file was on April 2, 2024 at approx. 3:09pm when Angel from out customer service team spoke with the customer. We have no record of this customer reaching out to have autopay turned off prior to April 2 unfortunately and did disable the autopay as soon as it was requested on 4/2/24. As you can see on account's ************.com statement, no additional autopay attempts were made after April 1st.

  ***** was angry and frustrated in speaking with Andrew on 6/5 and requested to speak to a manager. I called him back approx. 12 minutes later at 10:20am and advised him the potential suspension of service was valid due to non-payment on the account. ***** continued to be furious by this decision and demanded we close their account immediately and said they will find a new provider. Understanding ***** may have been angry in that specific moment, I did send him a follow up email (see attached) confirming he wanted the account canceled in writing and indicated we would have been willing to try to resolve the manner on the phone had ***** not abruptly hung up. At this time I believed I was speaking to ****** (not Shawn), thus I addressed the email to ****** as the account holder.

  ***** then emailed me the next day and apologized for his behavior on the phone the prior day. He also requested that they keep the account open and promised to make a payment in the near future. I then responded to Shawn, accepted his apology and agreed to provide a one-month credit for the inconvenience ***** claimed regarding being unable to have his autopay removed in a timely manner. Note: there was no proof of this claim, but a credit was offered in the interest of resolving the matter. See attached email exchange for full details.

  In Shawn's claim that we closed his ******'s account, we simply did as we were instructed to do and then provided written confirmation of the closure to confirm that was what the customer wanted. In Shawn's claim that we deleted our response to his Google review, we kindly replied to his review and had nothing to do with removing a response to it afterwards. As you can see from the attachment, Shawn's email on 6/5 did not go unanswered. ***** is correct in saying the trash was not picked up recently, as the account was in a suspended status at the time ***** is referring to. A payment of $35 was made on the account yesterday and a current balance of $32.60 remains at this time for the quarterly service period of 4/1-6/30/24. The credit was applied to their account as promised. Claims that Dependable Disposal to rectify the situation are unfounded and outright false. 

  Customer Answer

  Date: 06/13/2024

  Better Business Bureau:
  
  
  
  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:01/31/2024

  Type:Billing 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.

  Company continues to increase my rate every quarter with no prior notice. In October 2023 I had contacted the company - they said the increase then was due to the ending of my first year promotional rate. Though this was not discussed with me when starting service with them. In addition to increasing my quarterly rate they added a quarterly fuel surcharge and taxes/fees that again had not previously been communicated. In October of 2023 I was told my new quarterly rate would be $93.96, indicating that would be my quarterly rate for the next year. I was just charged $101.48 plus a fuel surcharge and taxes/fees. I expect the company to honor the quarterly rate they provided me with in October of 2023 indicating annual rate changes were based on the start date of my contract.

  Business Response

  Date: 02/16/2024

  Hey Kevin, Thanks for sending this over. I’ve attached my original email sent to Ms. ******* on 10/3/23 after she reached out regarding a recent rate increase at that time. I’ve also attached copies of the documentation all new residential customers in Ms. ********* service market receive when they sign up for new residential service with us. As you can see, there is no reference to a contract or service agreement in which a rate is guaranteed or communicated in writing. We offer a 1st-year promotional discount where we guarantee rates but have never communicated that information in the format of a binding service agreement. Once customers graduate out of the first year of service, all customers are moved into a standard account status and are subjected to operational increases as the company sees fit. Any customer that is unhappy with there service or disagrees with the service rate is allowed to end their service at any time without penalty and receives back any portion of their unused service payment already received. No where in the company’s communication with Ms. ******* was a rate guarantee beyond the first year of service stated. We respectfully dispute Ms. ********* statement “In October of 2023 I was told my new quarterly rate would be $93.96, indicating that would be my quarterly rate for the next year.” Based on the attached communication we are willfully submitting. Given her false accusations regarding communication with our company I would strongly urge you disregard the validity of her complaint. If she feels rate guarantees were promised in writing by our company, I’d welcome the opportunity for her to submit these documents for further review.  Please reach out if you have any additional questions.  Thank you, Phil   Phil J**** Office Manager Morgan Rubbish Removal, Inc. & Dependable Disposal, LLC

  Customer Answer

  Date: 02/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  No offer was made.  I was accused of making false statements even though I included Phil's email from 10/03/2023 in my original complaint.  Again, nothing in that email stating my new rate indicated that I it would increase again only 3 months later.  Yes, my account was auto paid on 1/30/24 - again, at a higher rate than was provided to me by Phil three months earlier.  My complaint was submitted to the BBB the next day due to not being notified of the increase prior to being charged and the nasty phone call I received from Phil that day after he failed to respond to my emails questioning the 2nd rate increase in less than three months.  My account is no longer on auto pay due to the continued quarterly rate increases with no prior notification and my service will be cancelled as soon as I have another company in place.  More than happy to give my business to a company that doesn't treat their customers like garbage - pun intended.   
  Regards,
  ****** *******

• Initial Complaint

  Date:02/03/2023

  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.

  Dependable Disposal, LLC sent me a bill in July with a curbside service $21.60 added to my bill. My wife called to find out why we have this charged to our bill and the representative said it was for an extra tote for my neighbor Shiree Case. My wife nor I authorized this agreement. The representative said it was the cheapest option for my neighbor and said to collect the money from my neighbor and they would fix the problem. October bill come and the same charge was on our bill. My wife called and left several messages and the company refused to call her back. My neighbor called and returned the tote, I thought issued resolved. January bill comes and the charge is still on my bill, again my wife calls speaks to a representative and complains. The representative said an upper management member would have to call her back. It has been a week and no return phone call. Dependable Disposal LLC has a monopoly in our area for garbage pick up and doesn't believe they have to address customer complaints

  Business Response

  Date: 02/22/2023

  7/29/2022 12:29:10 PM ES : ****** called LM - looking to speak w/Christine or I  -  I returned the call - ******  asked to have the toter removed

   

  7/27/2022 8:18:47 AM ES : Mother ****** Case called about the bill the toter at this location is for her - ****** has been in the hospital sick - ****** was given a special rate for the additional toter to be picked up at this location - She hasn't been able to do much with the toter for she has been sick - will be using the 2nd toter at this location for a little longer - will give her daughter *** $24.84 for her portion of the bill

   

  7/26/2022 8:19:39 AM HT : *** called and LM about her bill. I called back and spoke to her she was asking about the $20 curbside fee, I was unsure of it so I went to BP. we looked and it showed she had an extra tote ordered for her mother. I explained that thats what it was for and she got very rude stating she didn't have a second tote and that she doesn't need to be paying for her mothers tote when her mother has her own account with us. I looked at her mothers account and it is closed.

   

  I will reach out to customer – Thank you

   

  Customer Answer

  Date: 02/22/2023

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