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:04/26/2024

  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.

  On 4/19 I had a dumpster from dumpsters.com dropped in my driveway for dirt removal. The agreement was that I would rent a 10-yard dumpster and it would be picked up on 4/22. When the driver arrived to pick up on 4/22, he had no idea that it was dirt and said his truck would not be able to handle a load this size. He said he would come back with a bigger truck to pick up. I was then contacted by Jeanine at dumpsters.com the same day who left a voicemail and said the driver dropped off a 20-yard dumpster by mistake. I was also told that I would need to offload half the dumpster into a new one that I would have to rent and pay for. Not knowing the difference between a 20 and a 10 yard, this was a huge shock. I had always believed the driver had dropped the dumpster I was contracted to receive. I called back and was told that supervisor would call me back shortly. I was then contacted by Jamie, and I informed her it would take me weeks to offload that much dirt and there is no way I could do it by myself. I gave the option for them to hire someone to move the dirt since this was their error. Jamie replied that this is not a service we provide. She was adamant that I move the dirt myself. Otherwise, it will be $25 a day for every day I have the container over the allotted rental time. I let her know that they need to figure it out and call me back. I heard back today from dumpsters.com by emails saying the same thing. I am not sure why this is such an issue? There are multiple options for general laborers who will move the dirt to a new container. This is such an easy fix, and this is “not a service we provide” is not an acceptable answer or solution. All I ask is for the company to fix their error. I do not nor I have I ever had any intentions of moving tens of thousands of pounds of material to a new container and hurting my body. I will not be paying $25 dollars a day because the company refuses to correct their mistake.

  

  Business Response

  Date: 05/06/2024

  We apologize for the frustration caused by the delivery of a larger than anticipated dumpster. Our team has been in contact with the customer alongside our dispatch to work to provide an amicable solution. At this time, the materials have been offloaded to an additional dumpster provided to the customer at no additional cost. We have confirmed with our dispatch that both dumpsters have been successfully removed and this issue has been resolved. Once again, we apologize for any inconveniences associated with this order and appreciate the customer's cooperation in resolving the issue. 

  Customer Answer

  Date: 05/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  Yes, I accept this on the condition that the organization agrees that I have paid in full and I will not be assessed any additional charges.  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: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 rented a dumpster from this company that was delivered on 1/10/2024. During drop off at my home, the truck hit and damaged my property. They hit the stationary bricks that make up the garden bed along my driveway. This garden bed is shared with my neighbor and the result of this accident also loosened bricks on his property line. I opened a complaint with their claims department but they denied the claim. The in house claims person stated that property damage is acceptable because there is "inherent risk." I completely disagree. My home contractor had rented from this company previously for my property. Each time the driver was able to successfully drop off and pick up the dumpster without causing any damage. This time, the driver was not careful and caused damage that will cost MUCH MORE to repair than what it cost to rent the dumpster. They can call it what they want, but it's clear the the driver was not careful and caused property damage. They want to call it "inherent risk" so they can say they aren't responsible. Working with their claims person has been a nightmare. They provided a video from the truck to help show proof no wrong doing happened, but the video didn't capture the rear of the truck. It only showed a video of the driver's face and the FRONT of the truck; but this isn't useful because it happened from the rear of the truck. If you are considering using this company, I highly recommend you reconsider. During my conversation with their in house claims person, he made it absolutely clear that a level of property damage caused by the delivery truck is expected and acceptable. Again, because he labels it as "inherent risk". If you're still not convinced and want to rent from this company, be sure to take video of the drop off and pick up in case you need to sue them. They won't take responsibility for property damage caused by their services.

  

  Business Response

  Date: 02/01/2024

  We apologize for the damage that occurred as we value the safety of our customers' property. Our team has worked with our local dispatch regarding this service address in an effort to thoroughly review the matter. A video of this service was obtained and reviewed, in which there was no gross negligence or intentional misconduct. Therefore, our damage department requested any additional video footage that the customer might have to support otherwise. At this point in time, none has been provided. Based on the details of this claim, our organization does not have a reason to assume or arrange any repairs. However, as a measure of customer service, the customer was offered a $50 credit towards the repair. 

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  

  There are few problems with the response provided by the business. I will address each one.

  Business has stated: "A video of this service was obtained and reviewed, in which there was no gross negligence or intentional misconduct."

  The problem is the video(s) do not show what happened from the rear end of the truck. The damage was caused from the rear end of the truck. The videos provided are from cameras mounted on the FRONT of the truck and mounted on the driver's dash. There is absolutely no feed from the video that shows what happened from the rear of the truck. Therefore there is no possible way they can conclude there was no gross negligence. We have eye witness account that there was gross negligence.

  Business has stated: "However, as a measure of customer service, the customer was offered a $50 credit towards the repair."

  Unacceptable. The quoted repair costs I received from a reputable repair person states it will cost $926.50 to return the damage to prior condition. 

   

  Regards,
  
  ***** *****
  
  
  
  
   

  

  Business Response

  Date: 02/05/2024

   As previously stated, we have asked the customer for any footage he might have showing a different angle, and none has been provided. As we have no evidence of error, we are not going to make any repairs; per our mutually agreed upon Terms of Service: EXCEPT IN THE EVENT OF GROSS NEGLIGENCE OR INTENTIONAL MISCONDUCT, CUSTOMER HEREBY WAIVES ANY AND ALL CLAIMS AND LOSSES AGAINST THE COMPANY AND ITS SUBCONTRACTORS, HAULER SUBCONTRACTORS, OR VENDORS RELATING TO OR ARISING FROM THE CUSTOMER’S USE OF THE EQUIPMENT AND/OR THE COMPANY’S, OR ITS SUBCONTRACTORS, HAULER SUBCONTRACTORS OR VENDORS PERFORMANCE UNDER THE SERVICE DOCUMENTS, INCLUDING, BUT NOT LIMITED TO, ANY DAMAGE TO STREETS, ROADWAYS, OR CUSTOMER’S PROPERTY, PAVEMENT, CURBING, DRIVEWAYS, WALKWAYS, LANDSCAPING, LAWN, WELLS, IRRIGATION SYSTEMS, SEPTIC SYSTEMS AND/OR UNDERGROUND UTILITIES RELATED TO OR ARISING FROM THE STORAGE OR TRANSPORT OF THE EQUIPMENT IN OR ON CUSTOMER’S PROPERTY, INCLUDING, WITHOUT LIMITATION, ANY DAMAGE TO CUSTOMER’S PROPERTY FROM LEAKS OR STAINS RELATING TO THE USE OF THE EQUIPMENT. THE EQUIPMENT SHALL BE PROVIDED ON AN “AS-IS” BASIS, AND COMPANY MAKES NO WARRANTIES TO CUSTOMER, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, WARRANTIES AS TO MERCHANTABILITY, FITNESS FOR ANY PARTICULAR USE OR PURPOSE OR THAT THE EQUIPMENT WILL MEET YOUR REQUIREMENTS. We regret the customer remains dissatisfied, however, out the outcome remains the same. 

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  I have also asked the business SEVERAL TIMES to provide footage from the rearview camera of the truck, but they have ignored my requests. 

  Regards,
  
  ***** *****
  
  
  
  
   

  

  Business Response

  Date: 02/08/2024

  As our team has explained to the customer, the footage provided is the sole footage acquired from the truck, hence our request for his provision of any alternate angle. Our organization has a thorough damage complaint review process that works to collect all details and events associated with a complaint. This is in an effort to appropriately resolve the matter for our customers. Since no footage has been provided to substantiate any damage and per the terms, our team is not liable for this repair. The $50 credit already offered to the customer remains available for their acceptance. This is our final determination. 

  
  

  Customer Answer

  Date: 02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  

  $50 does not come remotely close to covering the damage caused by their truck and driver. We saw the damage happen in real time and we were instructed to report it to the office. The business is making their conclusion of non-negligence based on surveillance that doesn't capture what actually happened. Therefore, they can run through their review process as much as they want, but they're doing it with video surveillance that doesn't capture the incident directly.

  I don't have the footage because we saw it happen in real time. How is it possible to record something after it happened? We TRUSTED the driver to be careful because previous drivers had no issue dropping off the dumpster. If the business wants to keep saying $50 is sufficient, their response cannot be accepted.

  Regards,
  
  ***** *****
  
  
  
  
   

• Initial Complaint

  Date:01/10/2024

  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.

  We started using Dumpsters.com in February of 2023. So far, we've paid $3,751.79 in fees in less than one year. They were in charge of doing weekly dumpster pickups at our location. We started with a small dumpster and that did not work for us, so we upgraded to a larger dumpster with a higher monthly cost and also paid the additional drop off fees. Neither of these options worked for us. This should have amounted to a minor issue where the service is simply terminated with no additional fees, but that did not occur. Here are just some of the issues I've had to deal with : - I was not aware that the agreement I signed with them was for 3-years. The contract term was carefully hidden inside a section that is labeled "* For Office Use Only *" and the dates are written in small print, without a clear heading or title that should have been labeled as CONTRACT TERM. It's obvious that this was done on purpose to mislead people. All the other sections of the contract are clearly labeled. - Within less than a month, we were notified that our monthly fee will be increased "due to rising landfill costs, disposal fees, and fuel costs" - I can't get out of the contract without paying them a SIGNIFICANT termination fee. - We've had many instances where the dumpsters are not getting emptied all the way. As far as I'm concerned, this is a breach of contract. - During the course of reporting this issue and trying to get it resolved, we were accused of refilling the dumpsters to get free dumps. - I had to start recording videos to prove what was going on. - As a way to reduce my contract cost, they offered a different service with a different price, and then when we agreed to it, they changed the price and raised it again. - They are restrictive on the types of trash they will accept. ** This form has run out of room on the character limit so I will attach the rest of my complaint to a PDF and submit it with this report **

  

  Business Response

  Date: 01/17/2024

  We apologize for any frustration the customer has experienced. This customer's account manager has been in contact to work to provide an amicable solution. As such, the early termination fee has been waived for the customer, and any additional questions can be answered by the account manager.

  Customer Answer

  Date: 01/17/2024

  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:09/16/2023

  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.

  On 10 August 2023, I ordered a 10-yd dumpster with a capacity of 8 tons for delivery on 11 August for $395. The terms clear that there would be an additional charge if the contents weighed over 8 tons upon pickup. To ensure I did not overload the dumpster, I only loaded it halfway with 5 cubic yards of dry dirt. I also used the weight calculator provided by Dumpsters.com to estimate the weight of the contents to ensure it would not exceed 8 tons. Finally, I reached out to a Dumpster.com representative who provided me a number to which I could send a picture of the contents to determine the risk of being overloaded. The representative responded "that's fine" and even added that I could fill more “towards the back end of it" (although I did not), recommending that if I fill up to 6-8 inches from the top I would not exceed the 8 ton weight limit. Despite these assertions that I could fill more, I left the dumpster only half full with 5 cubic yards of dry dirt to be certain I would not exceed the 8 ton weight limit. I requested pickup on 15 August. On 14 September, one month after pickup, I received a charge of $414 and a notification that it was due to the dumpster having contents that weighed 14.9 tons upon pickup. Dumpsters.com has not provided empty and full weight tickets from the landfill to prove this, nor is it possible that the 5 cu yds of dry dirt in the dumpster when it was picked up from my residence could have weiged 14.9 tons, even if the truck parked until a rainstorm and then delivered to the landfill. That weight would require that the 10-yard dumpster be filled to 150% volume capacity with something at least as heavy as solid concrete. I provided pictures of the Dumpster taken the morning it was picked-up that show it is approximately 50% full of dry dirt. I believe this charge was issued in error, or that Dumpsters.com may have been overcharged by the third-party from whom they rent the dumpsters, but I should not be help liable for this mistake.

  

  Business Response

  Date: 09/18/2023

  We sincerely apologize for the inconvenience and frustration experienced by this customer. This customer is correct, this additional weight fee was billed in error. This was communicated to the customer and refunded. It's rare that billing errors such as this one occur and we certainly want to take ownership when they do.

  Customer Answer

  Date: 09/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:08/29/2023

  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.

  Had them as a dumpster provider for over two years, the minute I needed to change the card on file (due to changing banks) and yes I did forget to update it for a month or so, they led me to believe I was just updating my service agreement with the new card, as it turns out, they tacked on an additional two years. NEVER once did they tell me I was extending my contract with the new card. So I filled out the card info and signed. Then (I know I should’ve read it more) I see that they extended two years, I canceled literally an hour after signing it. Now they are trying to collect for TWO years of service I never received. They mislead me into thinking I was just updating the credit card on file. The screenshot from the email clearly shows thats what they told me I was signing.

  

  Business Response

  Date: 08/31/2023

  Our team has been in contact with the customer and confirmed that the contract has been canceled and the early termination fees have been waived. We believe this to be amicably resolved. Otherwise, the customer has been instructed to work with our team with any future questions. 

• Initial Complaint

  Date:06/21/2023

  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.

  On April 24th, 2023 I ordered a Waste removal service - 15 yard dumpster -Mixed Debris - 1 ton weight limit through dumpsters.com for a ten day period. On the website it has you select the type of materials that will fill the dumpster, the reason for your request (mine was to move), and the time period of ten days. My dumpster was scheduled to be delivered on April 27th for ten days and would be picked up on May 7th at the address listed. The invoice they emailed me stated these dates for my request with a total of $475 which I paid in full and provided my credit card information ahead of time as required. I filled the dumpster as stated within the request during my moving process and made sure that it met the requirements stated for them to be able to properly and safely remove the dumpster at pick up. A few weeks after the scheduled pick up date I was informed by the new tenant that the dumpster had yet to be picked up. I called the company to let them know they had forgotten to pick up the dumpster and to see if there was anything additional I needed to do. The customer service agent I spoke to was extremely rude and told me that I should have called to schedule a pick up and would now be charged for each day after the ten day window. I explained to the employee I paid for a ten day rental and the invoice I received when I reserved the dumpster stated it was a ten day rental and the ten day period would end on May 7th, I explained that I had moved which was why the ten day dumpster had been ordered. The employee was extremally rude and refused to let me speak to a manager or someone else. I explained that the emails I received were not clear about the fact I would have to schedule a pickup despite having specifically paid for a ten day period. They charged me an additional $550, a total of $1025 for a ten day rental and sent no reminders, made no calls to me until I called them letting them know they forgot to pickup and charged my card without my permission.

  

  Business Response

  Date: 06/26/2023

  We apologize that the customer is dissatisfied with their rental experience, as it’s always our intention to provide great customer service and useful, transparent terms. This customer placed an order online, and as such, information regarding extra fees was presented to the customer at the time of order. In addition, an order confirmation email is sent to the customer once booked, wherein it is stated "Remember to schedule the pickup. Please contact us using the information below before the last day of your service period to avoid late fees" and includes a link to schedule "Visit our website and fill out the schedule a pick-up form." Additionally, four pickup reminder emails were sent to the customer with resources to schedule the removal of the dumpster. Our team takes customer service seriously, and thoroughly reviewed the customer's experience. A supervisor was in contact with the customer to highlight the documentation provided to the customer throughout the rental experience. While we regret that the customer remains dissatisfied, information was provided to the customer throughout their rental dictating that they are responsible for scheduling the removal of the dumpster. This charge remains valid and will not be refunded.

   

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

   

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I attached all of the information I received from the business which did not clearly indicate I would need to call to schedule a pick up for the dumpster. The online platform where I made the request indicated the rental was for ten days, ending on May 7th. Furthermore the company asked what the dumpster would be utilized for in which I explained it was required for moving purposes. I paid for a ten day rental because I only wanted the dumpster for 10 days and the invoice indicated the last day would be May 7th. It was my understanding that would be the date it would be picked up the same way I was not required to call and make an additional request to have the dumpster delivered. If I had needed an extension I would have called and requested one. When I called to inform them that they had not picked up the dumpster after I moved and after the selected last day of rental they continued to charge me until it was convenient for them to pick up the dumpster despite my previous requests. I would not have rented the dumpster from them if I knew they were just going to drop it off until they were notified. I paid for what I requested which was a 10 day rental. The invoice clearly stated my last day of the rental was May 7th. They did not inform me that I was supposed to call and schedule a separate pick up than the date they had provided me and did not inform me of the additional charge until AFTER I called them trying to find out why the had not picked up the dumpster. Furthermore they charged my card without my authorization. I would like a refund of the difference because the dumpster was ready for pickup as requested by May 7th and met all of the guidelines to be picked up. I had attached all information I received from the company 
  
  Regards,
  
  ******* ******
  
  
  
  
   

  

  Business Response

  Date: 06/28/2023

  We kindly request for this complaint to be marked resolved. Many of the documents provided by the customer, including 'Order_Confirmation_********.pdf', 'Dumpsters.com Revised Order Confirmation.pdf' and 'Important_ Dumpster Removal Guidelines.pdf', state that the customer needs to schedule their pickup. Furthermore, to avoid instances such as these, the customer is presented with a force-field in the online ordering process where they must acknowledge their duty to schedule a pickup. The customer cannot complete the order without agreeing to this aspect of the service. Attached is the exact wording presented to the customer. We take customer service very seriously and own any failures that could occur. However, we remain firm on our determination here, as our organization delivered on our service commitments promised to the customer.

   

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear unacceptable.

  As I have explained many times, their website when making this reservation does NOT clearly indicate that a separate phone call needs to be made for pick up. The invoice shows the last day was supposed to be for May 7th and goes over pick up instructions required and that additional days needed would be an extra charge. I never requested additional days because I only needed the dumpster for ten days which is what I made the reservation for and had it ready and prepared for pick up on May 7th as indicated. This company deceived me into believing I had a ten day rental during my moving process and would have allowed the bill to continue to rack up additional days to make an unfair profit off of me. I will be pursuing legal action for false advertising if they are unwilling to refund the difference. I called this company repeatedly once I was informed they did not pick up the dumpster on the last day I had reserved it for in order to make more money. 

  
  Regards,
  
  ******* ******
  
  
  
  
   

• Initial Complaint

  Date:06/13/2023

  Type:Customer Service 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 ordered a 20 yd dumpster from ************* on 4/25/23 to be delivered on 6/8/23. Order # ********. On June 7, 2023 ***** ******** *rom ************* called and stated he would need an extra $250 then changed to $175 or the dumpster would not be delivered. This dumpster was for a demo project and a crew was ready to work the weekend to get it completed for a 86 yr old widower. When ************* was contact via email and a phone call to credit back the $175 that was automatically charged to the credit card on file, ***** stated that the charge was necessary because it was costing them more money than they anticipated due to the area. The call was made less than 24 hrs of delivery and ***** said if the money wasn't paid, the dumpster would not be delivered. Extortion. This call should have been made weeks prior so we could have made other arrangements. A 26 yd trailer with wire fencing was delivered.

  

  Business Response

  Date: 06/16/2023

  We sincerely apologize for this negative experience. Please know this was an unusual circumstance and our team takes full responsibility for our mishandlings. We've been in contact with this customer and are processing a refund to rectify the experience. Once again, we do apologize for the inconveniences and frustration caused. 

• Initial Complaint

  Date:05/24/2023

  Type:Customer Service 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 placed an order for a dumpster. It was delivered on time. However, when it was time to pick the dumpster up I continue to get excuses and promises, but Dumpster.com has failed to pick up the dumpster causing continued delays in my move. I am unable to access my driveway for longer than expected. I need to be out of this property in a few days and the dumpster is still in my driveway. I am being told I am on the schedule with each call or email and they still do not show up. The dumpster is still in my driveway.

  

  Business Response

  Date: 06/09/2023

  We apologize that this negatively impacted the customer's rental experience. Our team has been in contact with both the customer and our dispatch to resolve this and confirmed that the container was removed 5/24. 

• Initial Complaint

  Date:06/09/2022

  Type:Order 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.

  Our family purchased a home in Mt. Pocono, PA. We contacted Dumpsters.com to rent a dumpster. We weren't informed that Dumpsters.com is a third party vendor. Who rents from other direct dumpster companies. I was informed by That's ***** ** *********, that they were contracted by Dumpsters.com under "Clean-up Contractor" to give us a dumpster. Dumpsters.com grossly overcharged us for a Dumpster rental they acquired third party. We were lied too, and overcharged. We also believe the terms of the dumpster were also mislead.

  

  Business Response

  Date: 06/13/2022

  This feedback is important to us. Our goal is to help our customers navigate the complicated waste industry. We strive to set up the best trash removal solution for each customer’s unique needs. We are sad to hear that we missed the mark. For some background, we are a reputable Cleveland-based organization with our own Dumpsters.com trucks and bins. In addition to our own drivers and trucks, our service depends on close partnerships with partners across the country. We take the time to understand the unique aspects of our hauling partners, introduce new processes and work closely with the dispatch and drivers involved. More information about this program can be found on our About Us page of our website or on our Become A Partner page.

  We have further reviewed this customer's order details and experience with our team. Ultimately, the dumpster rental was carried out in accordance with the original order details. The customer ordered a 30-yard dumpster with a 3-ton weight limit for $750. This was appropriately fulfilled. We do apologize for the small confusion regarding the dumpster pick up. (Not noted in the complaint) The driver arrived early to retrieve the dumpster, was turned away by a family member on site and left the dumpster remaining on the premises. Therefore, we waited until the correct pick up date and full rental period to reattempt to remove the dumpster. We take ownership for our misstep and miscommunication during this encounter.
  
  You will find that different dumpster companies have different pricing and terms, as is the case with all industries. In the waste industry, pricing will often vary depending on inventory, size, tonnage, overhead costs of business and fuel prices. We are sorry to hear that this customer now regrets their decision to partner with our company and feel like they may have been more satisfied working with a different company. Ultimately, it is their decision as a consumer to decide who is the best fit for their specific needs. However, since the services have been provided as correctly intended and communicated, there will be no refund. 

  Customer Answer

  Date: 06/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Please see the attachment, directly from the third party they rented the dumpster from. They overcharged us, under the pretense it was their dumpster the
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ********** *****

  

  Business Response

  Date: 06/16/2022

  We are sorry to hear that the customer remains dissatisfied with their decision to partner with Dumpsters.com. Our organization charged this customer the amount that was agreed upon in the terms of their order. This is the same as what was communicated to the customer in the original quote from our organization. We cannot speak to any outside quotes this customer received. 

  Customer Answer

  Date: 06/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  DUMPSTERS.COM pretended to be the dumpster rental, and they went and contracted ***** ** *********, which in fact charges a lesser premium than what they portrayed in their sales to me. They did not inform me they would be getting my dumspter from an external source. The quote was from the THIRD PARTY, THEY! obtained the dumpster from. This has been already contacted to the FTC, they misrepresent what they are doing. 

  The quote was not from "another provider" but from the THIRD PARTY, THEIR COMPANY rented it from. Dumpsters.com is a bunch of liars, down to their customer service reps.

  IN FACT, they rented the Dumpster under an assumed name of Clean Up Contractors. I believe this was done on purpose to ensure that they have no record of this dumpster coming to us. Unfortunately, their providers are more truthful, and will tell you exactly what they did. In fact, they said I overpaid. 

  Why would a company will tell you how they operate only if you ask. Does a consumer, go to a store, and ask them if they own the inventory they are selling. Their sales reps are good at making you believe that you got the dumpster from them. 

  Lisa at their customer service number I spoke with, cited she was calling their "dispatch" office multiple times, when in fact she was calling a third party company. Then followed by their supervisor who in then called me telling me that they do only inform people of what they do unless you ask. WHAT? 

  So please again, tell me why I OVERPAID for your service, when you rented a 3rd party dumpster? The lies are astounding. 

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  Regards,
  
  ********** *****