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:03/10/2025

  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.

  This complaint is to warn other customers of the practices ******************************************* decides when and when not to follow per City of Portland statute. I have always been told by Arrow Sanitary, that I can leave any box outside of my normal container as long as it is cardboard. No size restriction, no bundling. I have done this a few times as needed, with pictures and over a 3'x3' span. Today was the first day they decided not to take my 2 boxes that were barely over 3'. I have had boxes over 42" left out when we were doing our cabinets and they took them no problem.All of a sudden today it was a problem. We pay this company a lot of money to come pick up our recycling, the least they could do would be to pick up the recycling. So sorry it was a couple of inches over on one side. Must have been too heavy for the driver to pick up or something.That is sarcasm.When I called, the *** was rude and put me on hold with out even letting me know. Once I got to the supervisor, she made sure to make the stand that that is City of Portlands guidelines. Thats fine, if you are going to have rules. Stick to them. Not one time it is okay and the next it is not. We pay for a service. It was a cardboard box, small enough a child could lift up. Your *** did not need to just put me on hold with out any communication.

  Business Response

  Date: 03/12/2025

  Please see attached Letter.

   

  Thank you    

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23045859
  
  I am rejecting this response because: I was told an operations manager would get a hold of me and of course, did not. I NEVER requested any refund and just asked to be contacted by the Manager.
   You lack poor customer ********************** skills as well as your on call Representative that put me on hold while I was still talking. I run a business. That is not how you handle customers.
   We pay for a ************************** other time I have called about the boxes, there has not been a mention of size, bundling, string, blah blah blah. I understand you are standing behind your worker and that is fine. That does not give you the right to handle this poorly or not call when it was stated that the Operations Manager would.
  
  Sincerely,
  
  ***** K

  Business Response

  Date: 03/21/2025

  Hi *****,

  I apologize for your experience when contacting the office.  I am happy to discuss further if you would like me to call or email.  Please advise.

  Thank you,

  **** ***** - Site Manager

• Initial Complaint

  Date:05/07/2024

  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.

  We have had issues with arrow sanitary and our enclosure. Our Enclosure doors have suffered damaged due to their negligence. They would collect our trash/recycle and would not lock our doors. When left open the doors would swing open and cause them to over extend. sanitary company denied all wrong doing and gaslit me. We paid 3000 to fix our doors and again due to their negligence our doors were damaged. I have video of their driver finishing picking

  Business Response

  Date: 05/08/2024

  I wanted to provide some more clarification to the BBB prior to responding to the customer.  We have attempted to work with them to get their gates corrected so we could service them safely.  They have not done so, and we are choosing to discontinue servicing their account.  The gates are very old, and have become weak from use over time.  We did not damage these gates.  I'm happy to respond, but they are no longer going to be our customer at the end of the month due to this situation.  Again, we attempted to work with them, but they are placing the entire liability on us.

  Thank you,

   

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21679882
  
  I am rejecting this response because: They are refusing to take responsibility for their employees actions that caused damage to our container doors.  They took / lost our lock which caused our doors damage to increase.  With our doors not having a working lock from them  they are open to the public.  We have to ask roughly 20 people a day not to enter them.  We try and  put our lock but we have to take it off when its trash day.  They require we purchase their lock or provide 10 keys to our lock.  Its expensive  to make 10 copies so we chose to buy their lock.  They lost our lock and wont replace it saying its back order.  It feels like they are acting in bad faith by doing everything possible to end our contract and not provide service.  After they were caught on camera taking our lock and leaving premises with the door left open.  There response was well we dont know what happened before.  They have refused to help pay for our door that they damaged i have had to come in after hours, were im not getting paid  just to make sure our door isn't on the ground again.  I have done countless small repairs to up keep the door.  I have not committed to a full repair since they have to provide a new lock.  We originally paid 10 for their lock, i had given them one we had and they told me they needed 10 copies at 2.5 per copy it made no sense for us to do that. 

  This business and its employees have ridiculed me, they have damaged my mental health by making me believe, everything i witness was made up.  They failed to look after their customers.  they are only interested in making a profit and making sure all complaints get swept.  i called and email trying to get assistance before i had to submit this case, however every single time i was met with a too bad that's business, They told me, i had to prove i was right in order for them to listen to me, Once i provided proof they decided to stop communication and just make it feel like it was my decision to end services, they even told me don't worry we will wave all fees for you ending the contract.   I did not want to end it, I wanted to continue, all i asked for them to take responsibility and help me with rebuild our relationship.  They chose to take the position that i was making things up and I was crazy.  

  ************ has shown bad faith in how they operate forcing me to look for other services,  they have treated me poorly, they have devastated my mental and physical health.  I have not been able to sleep well because of the doors, I have caused many panic attacks arriving to work  anticipating damage or having to deal with my boss not understanding that the business we pay and found out fault is refusing to do what is required.  I can sit here and tell you countless interactions, that ive had that have pushed me to the brink, but why waste everyone's time, my time has already been thrown away on this door that i just want closure.  I want them to see the video and actually pay attention, not dismiss it as if i photoshop it.  Initially i want them to  help cut the cost of the door, however after the call i had this morning with the rep and the response they gave it is only fair they reimburse me for the entire door.  

  They cite safety  as a concern for their employees, yet their employees caused the unsafe conditions, they ask me to drill holes for stakes, i did that, i was here on a sunday morning for 6 hours drilling 4 holes he has recommended, all i asked for was the lock they refused so i decided i would stand up for myself and say enough.  Being a latino manager, with a bipoc owner, we see discrimination from companies all the time.  Its as small as my name being mispronounced and as big as being told "In ****** we do things different, we do it the right way" as if i come from a foreign land and am not equipped to understand the law and order.  They mention our door is old and there for its bad, the tools they use are also old, yet they are still functional so they use them, some employees are older than our doors and refuse to do certain work because  they might get hurt, but they don't get rid of them instead they try to make it easier for them.  why can they do the same for us?

  Since I took over i have dealt with 4/5 account managers being passed around,  once they can no longer control me.  The moment i break through and can prove my position they change the game and make me start over.  ************ needs look within themselves and decide if they are here for their mission statement or if its just and old feeling that could not evolve and has just become as empty as their lies.   Their response to the complaint is a perfect example.  Saying no action required because we are switching providers,   the damage has been done, we were forced to look to a new provider or have no one.  we were forced to once more play by their rules.  They couldnt even attempt to resolve the issues they  though they could jsut throw us away since they felt we gave up by leaving.

   

  We have not given up, we have chosen to fight by switching companies and perusing this complaint.  since the new contract has been set up i have slept better my anxiety has all but disappear and have been reassured that this new company is different.  With switching we are saving almost half of what we paid sanitary.  even with out the discount they over we were still saving 40 percent of what we used to pay.  it amazes me, how much we paid, compared to our new bill. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/28/2024

  ****************,

  I apologize for any inconvenience and stress our company has placed on you due to the enclosure.  I was not made aware of this situation until recently.  I am looking into it with our local leadership and sales team in ******** to get a better understanding of the challenges you had.  

• Initial Complaint

  Date:01/02/2024

  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.

  12/28/2023 was the last day to make my payment. I logged on to make payment before the time frame they stated and their system was not working. I kept trying and when it finally started working I paid the payment on 12/28/2023. The business then did not pick up my garbage today 01/02/2024. I called to find out why and they said I had to pay an activation fee and two months in advance for them to turn my garbage back on. When I asked why they said because I didn't pay before 5 pm. I explained their system wasn't working and they insinuated I was lying and that I should have paid an earlier day. I said "but the last day of payment was 12/28/2023 and that's the day I tried to pay but your system wasn't working. Then they proceeded to tell me I have to pay 45 dollars an hour to get someone to come get my garbage tomorrow. There is no other garbage service offered here. There is a monopolizing of this service and they most likely know their system doesn't process correctly but do nothing to fix because they make tons of money in fees. I think they should be looked into for fraudulent handling of services. They were very rude and unprofessional to deal with and if that's how they want to run their business fine but the people should have options other than what there is. Otherwise why do they need to be honest and professional? The people are forced to endure financial abuse and verbal abusive behaviors. Why don't they just make customers pay ahead In the first place? Just seems suspicious to me.

  Business Response

  Date: 01/04/2024

  Hello,

  I apologize that ************ is not happy with our service.  For clarification, our company is not a monopoly.  We are a franchised solid waste and recycling hauler in Clackamas County and the ****************, which is highly regulated by the local municipalities.  Our billing processes, procedures and rules are put in place in collaboration with local jurisdictions including the ****************.    

  We attempted to contact ************ on multiple occasions including emailing, a paper notice, and called twice to explain his account was past due.  His payment was not received late per our messages listed on our invoices regarding past due accounts, and how to avoid disruption of service.  We are always willing to work with our customers if there is a situation of a check not clearing, or a timing issue and we were completely willing to do that with *************

  I have spoken to our customer ********************** manager about this account and **************** challenges.  She was involved with discussions with him and is understanding of his concerns.  We will do our best to rectify the complaint.

  Thank you,

  ******************* - District Manager 

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Where I live i have access to one waste management company for garbage service. I live rurally, and as a favor my neighbors use my property to put there trash bins so its easy for the garbage to be picked up. They did not remove or pick up trash for 3 weeks, and now we are in week 4. Every week the neighbor stacked there bags higher and higher until there was a mountain of garbage. Soon wild animals got into it and trash was all over my property. Of course I had to pick it up. I called and told Arrow sanitary to pick up the trash, to notify the neighbors they need to find a new pick place that is not on my property, and lastly to cancel my service. They did none of the things I've asked. I have called once a week for 3 weeks now. They won't fix the issue and told us last week that if I dont speak to the neighbors myself, and we all agree where to put the cans, they would cancel everyone's service. This is a monopoly and an abuse of power. We suggested a public spot to put the bins, but they didn not accept this answer, and are bullying us into handling the service issue with the neighbors ourselves. I am not the provider for yhe neighbors, and they have done nothing with this issue. its now a tresspassing issue. Unacceptable abuse of power. I have called twice a week for four weeks now. I can not get a call back from a manager, nor the problem resolved. This is ridiculous. I have no options for service other than them. Abuse, and monopoly.Provider:Arrow sanitary service ***********************************************************

  Business Response

  Date: 04/14/2023

  Hello **************,

  I have spoken to my leadership team on site at Arrow Sanitary, and I believe they have rectified your situation.  I do apologize for the challenges you had with our service, and the placement of the containers.  I am aware of this situation now and will follow up with my team to make sure that your concerns were addressed.  We do appreciate your business and want to continue to service your solid waste and recycling needs.  Please feel free to reach out anytime. Tell us why here...