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:01/14/2023

  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.

  Local Waste owes me a refund from when we cancelled service. They refuse to send your refund without the customer mailing in a self addressed envelope for return of the payment. That alone is ridiculous as no other utility required that for the refund of my overpayment. They charge quarterly and you pay in advance. We sold our house and moved in September of 2022. I mailed the self addressed envelope on 11/7/22 and still have not received my refund. Please make sure they send my refund owed to my new address listed on this complaint. My customer number was 01-***** and the refund amount is $9.98. It isn't a lot of money but it's the principal. I shouldn't have to go to this extreme to get money owed to me back. Companies just refuse to do the right thing until they are forced to. I appreciate your assistance.

  

  Business Response

  Date: 01/18/2023

  We apologize for your frustrations. After review, we show the refund request was just received and a refund check was mailed out to you on 1/11/2023 with the provided envelope and you should receive this shortly.

  Customer Answer

  Date: 01/18/2023

  I disagree with them on the timing of the request but I did receive the email after I made the complaint. This case can be closed as resolved. 
  

• Initial Complaint

  Date:12/08/2022

  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.

  Local Waste Services is the only refuse company residents of Grove City can use. I lived on ****** ** until a year ago. My trash cans were routinely left either in the middle of the driveway apron or in the busy roadway. I called the company repeatedly with very little change in this behavior. I contacted the Service Department for the City of Grove City, they were no help. Now I live on ******** ***. My trash pickup has been missed 6 times in 6 months. This means Local Waste Services is missing my trash pickup at least once a month. I have reported this issue as well as the continued problem of trash cans being left in the middle of the driveway or in the roadway, path of traffic. In fact the company responded to my complaint with a photo of the "correct" placement of trash cans in my area, in the roadway past the gutter, in the path of traffic. Both of my residences are located on busy, main through streets with no street parking. I have to stop my car in the road, exit my vehicle, move the trash cans, reenter my car, and then pull in my driveway. I get apology email responses from the company, but the service is not changed/improved. All I want is my trash to be picked up weekly (the service that I pay to receive) and to be able to pull into my driveway upon returning home after a 10 hour shift.

  

  Business Response

  Date: 12/09/2022

  We sincerely apologize for your frustrations. After a thorough review of your account, we show there has been a total of 4 reported misses since this account was created on June 10th, 2021. For each of the 4 times that the service was not collected, we did return a truck within 24 hours to correct our error and make sure that the service was complete. We understand this is a service that should be completed automatically each week, without having to receive a notification from the customer, and for that we apologize. After your email reporting this information was received on 12/8/2022 through our Company email, we escalated the matter to our Operations team for review, as well as issued work orders for the next several weeks to ensure this doesn't become a reoccurring issue. Please reach out to us if you have any further questions or concerns, or should this problem persist, and we would be happy to assist further at that time.

  Customer Answer

  Date: 12/11/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I have been told in the past that this issue has been escalated to Operations. I want a contact name, phone number and email address of the responsible party in the Operations Department of your company. I have looked at multiple review sites and find that not surprisingly I am not the only person with a problem with your "service" The ratings are dismal- ***** * ****** ******* **** ******** **** ******* ** ********* **** What I really expect is for my trash to be picked up weekly, and my containers to be placed in the grassy area (hell strip) between the curb and sidewalk in front of my house (not the neighbor's) without having to contact the company. When is the contract with the City of Grove City up for renewal? I will be sure to communicate my concerns with the city before the next contract is negotiated.
  
  Regards,
  
  ******** *******

  

  Business Response

  Date: 12/12/2022

  Again, I sincerely apologize for the frustrations this has caused. The Operational Manager is **** ******* His email is ****************************** and contact number is ************** He has advised he is requiring the driver to provide weekly before and after photos until this matter is resolved to ensure the driver consistently services the trash weekly as well as having acceptable container placement. We have also added Operational notes onto your account to instruct the drivers where you would like the containers placed after service each week. Please let me know if we can assist with anything else.

• Initial Complaint

  Date:11/05/2022

  Type:Customer Service 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.

  In September I paid my bill double. Not only have they said they haven't received it but they came and took my trash cans. So I have been without service for weeks. I called and payed again just to get things rolling until they figured it out next day I got a nother bill. What is going on. On my bank statement you can see I have paid. This first double payment came out on the 8th of September

  

  Business Response

  Date: 11/08/2022

  I apologize for any confusion this has caused. Per our conversation on 10/27/22 we are unable to locate the payment until the proof of payment documentation is received. We would be happy to assist further once this documentation is provided to our company email.

  Customer Answer

  Date: 11/08/2022

  here is prof

  
  

  

  Business Response

  Date: 11/10/2022

  I sincerely apologize for the confusion and frustration this situation has caused. We appreciate you sending over the  proof of payment, which allowed us to research further. Our Accounting team has located your payment and applied it to your account. We have also credited the fees that accrued, and you now have a credit of $102.52 on your account. Thank you again for your patience as we located your payment. 

  Customer Answer

  Date: 11/10/2022

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  Date:09/23/2022

  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.

  I mailed a check as payment. The check never cleared. They did not pick up my trash, yet are still billing for the service.

  

  Business Response

  Date: 09/27/2022

  We apologize for your frustrations. A statement for July – September services was sent out at the beginning of July, and the balance was due by the end of July. When the balance remained unpaid at the beginning of August, a $3.00 late fee was applied to the account, a past due notice was mailed to the residence, and a 30 day “grace period” was given to allow the payment to be made before interrupting service. At the beginning of September, when the balance remained open for 60 days, the services were placed under a temporary suspension until payment was received, as 2 months of service had already been rendered without payment. We are aware that homes still produce normal household trash during service suspension, which is then collected once the account is reactivated, so we do not credit for services/pickups during the account’s suspension.

  Please keep in mind that if the check is not showing as “cleared,” it simply means it has not been received by our bank in Michigan. There can be up to a 7-14 business day delay before the check is received when it is mailed, but all payments are applied to accounts the same day they are obtained. 

  After review, we have confirmed your payment was received and applied to your account yesterday. Your account has been reactivated and will be back on normal schedule for collection tomorrow, 9/28/22. All trash materials, including any accumulation of normal household trash from during suspension, will be collected at that time.

  Again, we apologize for any confusion or frustrations.

• Initial Complaint

  Date:07/22/2022

  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.

  So I received a letter telling me my local waste account was past due. I check there customer portal every month because I don't receive paper or email bills. It has said i have no bill since May. I got a letter today 7/22/22 saying its past due. I called customer service and they said my account had been closed and sent to collections because i has a past balance. I asked how can i pay what i don't know. If you're portal says zero balance i assume i don't have a bill to pay. The customer service lady told me i could pay the past due including late fees. I asked why do i have late fees if i wasn't sent a bill or a notice i had a past due. My trash was still being collected even though she said my account was closed in June. She said even a supervisor won't waive the late fees because the mail system not there problem. Not happy but can't go without trash service so I guess not much I can do but pay it. Local Waste Service has horrible customer service.

  

  Business Response

  Date: 07/29/2022

  We apologize for your frustrations. After review we show we sent an invoice on 4/1/22 to your physical address.  As a courtesy we have credited the late fee that was charged to your account. In the future, please know each statement is generated January 1st, April 1st, July 1st, and October 1st and due the last day of those 4 months. If you realize during those four months, you did not receive an invoice please contact our office for assistance. For future billing we will also be emailing as well as printing and mailing a statement to you to prevent this from reoccurring.
  
  Also, for future reference you are able to review your statements on the online portal that you mentioned in your initial complaint. For example, on 7/1/22 when the balance went from $68.67 to $0.00 the PDF available shows the balance was written off. A copy of that stamen has been included.
  
  Again, we apologize for any frustrations this has caused and hope to have prevented this situation from representing itself.

• Initial Complaint

  Date:06/22/2022

  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.

  I never received a bill by mail or a email telling me my bill is due. I received a email telling me that my bill was 60 days past due. I tried several times to contact waste management . No answer. I finally got in contact with someone. She told me they were not responsible for the mail system. I am NOT responsible for the mail either! We go to post office once a week to make sure we have all mail. I was charged $18.00 late fee. Why did they wait so long to email me a notice?! They should have emailed me bill was due. Then to be rude. We are on a fixed income. I do not know when this bill is due as it is NOT a monthly bill! I informed her that I do want a paper bill sent to me or emailed to me BEFORE it is due. They broke my trash can throwing it around. Then said we wiukd be charged for a replacement. My husband fixed it. I have NEVER been late paying our bills

  

  Business Response

  Date: 06/27/2022

  We apologize for any frustrations this has caused. The late fee and the certified letter fee have been waived. For future bills, we have updated your account to be printed and mailed, as well as emailed, to help prevent this in the future.

  We bill quarterly, so our billing months are January, April, July and October. The bill is sent out on the first day of these months and due the last day of these months. If you do not receive a bill during these months in the future, please let us know so we can review with our IT department and have any issues addressed!

  Customer Answer

  Date: 07/07/2022

  I accept the business's response to resolve this complaint.

• Initial Complaint

  Date:06/20/2022

  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.

  Local Waste has failed to provide a bill to many residents this quarter. We did not receive a bill and we did not receive any late notices. Instead they have filed with Grove city that we are delinquent in our account. Many residents are getting the same complaint.

  

  Business Response

  Date: 06/27/2022

  We apologize for any frustrations this has caused. We can assure you this has not been reported to a credit agency at this time, and all late fees have been waived. Your account is currently set up to receive physical statements so an itemized bill would have been sent in April. If the mail is not returned to us, we assume it has been received by the customer. For future bills, we have updated your account to be printed and mailed, as well as emailed, to help prevent this in the future. 

  Customer Answer

  Date: 06/28/2022

  I accept the business's response to resolve this complaint. Howver talking with the community the company has failed to provide bill statement to several residents. This is totally unacceptible and needs to be corrected so that this does not happen again