Complaints

This profile includes complaints for J.P. Mascaro & Sons's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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J.P. Mascaro & Sons has 3 locations, listed below.

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• 

  J.P. Mascaro & Sons

  2650 Audubon Rd Audubon, PA 19403-2400

• 

  J.P. Mascaro & Sons

  320 Godshall Dr Harleysville, PA 19438-2008

• 

  J.P. Mascaro & Sons

  600 E Neversink Rd Reading, PA 19606-3208

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:10/02/2023

  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.

  I initiated service back in 2021 or early 2022 for trash through J.P. Mascaro and Sons. After my first 2 months with the service I called and cancelled them as my trash provider due to them not coming to my home to pick up my trash. It was difficult even getting the service started as it took me calling multiple times to have them drop off the trash cans they provide when starting a trash service through them, as they kept telling me they would come and never did. After that experience and them not showing up to pick up my trash, I ended my service and have been with another trash company since ending my service in 2022. I cancelled my account with no outstanding debt as I had paid for the 3 months of service when they were my provider. They never called me to discuss an outstanding bill yet the other month I get a bill from a collections agency requesting around $700. I wrote a response to the collections agency claiming this was not accurate, then I received a bill from J.P. Mascaro claiming I owed them the sam amount the collections had listed. I called Mascaro and notified them I had cancelled them awhile ago, and they transferred me to a voicemail where I left a message about my service had been cancelled. No one ever called me back but then I again received a new bill from collections now with the bill being $1,020.69. today I received another bill from Mascaro now requesting $1,020.69. So Mascaro continues to bill me, and also has this collections agency trying to bill me. I do not know what I am supposed to do as I have had this service cancelled and they just keep trying to ignore that I have cancelled this service and keep charging me and not only are they sending me bills to pay them directly but also having collection agencys come after me for the same amount when this is all invalid. I also know for a fact they have not come here and picked up my trash so I think it's ridiculous they are even still trying to act as if I use their service.

  Business Response

  Date: 10/24/2023

  October 11, 2023

  Dear *** *******: 
  

  In response to the above-referenced Complaint, please let this serve as our response. 
  

  This was a situation where, unfortunately, *** ******'s cancellation message and subsequent messages never made it to our Accounting Department. As accounting wasn't aware of the cancellation, *** ******'s account continued to be billed. 

  We appreciate *** ******'s patience. Upon receipt of this complaint, he was contacted, we have adjusted his account to reflect a zero balance, and we have removed his account from collections. 
  
  Very truly yours, 

  Customer Answer

  Date: 10/25/2023

  [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. They did call me and notified me they removed the charges which I appreciated that they finally answered me and addressed this issue.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/19/2023

  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.

  On Monday 9/18/23 was my trash day. Once again JP Mascaro did not pick up my garbage pail. I have called their local office and no resolution has been made. This isnt the first time JP Mascaro hasnt picked up my trash. All I want is my trash to be picked up which they are incapable of doing.

  Business Response

  Date: 10/24/2023

  September 25, 2023 

  Dear *** *******: 
  In response to the above-referenced Complaint, please let this serve as our response. 
  While *** ********* states that he contacted our company on September 18, 2023 regarding a missed trash pickup, the first call we received from him was on September 19th at 8:45 a.m., at which time he was advised that we would collect his trash that day. He called again at 12:13 p.m., demanding immediate service. His trash was confirmed collected at 12:48 p.m. Our policy is to respond to complaints the same day they are received, and that is what we did in this instance, four hours after receipt of his initial call. 
  With regard to *** *********'s statement that this wasn't the first time his trash was missed, this is the first time we received a call from him and it was handled in a timely manner. There were no prior complaints from him. 
  I hope you find this response satisfactory. If you require any further information, please do not hesitate to contact me. 
  Thank you for your consideration. 
  Very truly yours, 
  
  

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair 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 have had SO many problems with this company. I have had to call numerous times for missed pick-ups of trash and recycling. I call, they say I will let the supervisor know and promise to come get it. Sometimes they get it, sometimes my recycling is sitting out there for 2 weeks until the next pick-up, because they never come. They never apologize when I call, sometimes they act defensive, and obviously nothing gets resolved. I am beyond frustrated. I strongly recommend using a different company if you can. Our township contracts with this company so this is my option.

  Customer Answer

  Date: 09/18/2023

  I received a letter from you about a complaint I had filed - **********. A supervisor from JD Mascaro came by and spoke to me about the situation so it has been resolved. Thanks for your help.

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

  Business Response

  Date: 09/19/2023

  September 19, 2023

  Dear *** *******: 
  In response to your letter dated September 10, 2023, please let this serve as my request that the above-referenced Complaint be re-opened. 
  The contract under which we service *** ******* is a municipal contract with the Borough of ****** ******. Under that contract, recyclables are picked up every other week. Apparently, *** ******* was under the mistaken impression that recyclables were to be picked up every week. As such, for the weeks that recyclables were not scheduled for pick up, if *** ******* placed her recyclables out, they would sit at the curb until the following week, at which time they were picked up on the correct pickup day. We received two phone calls this year from *** ******* regarding recycling pickups - one on June 20th and another on July 17th. Subsequent to the July 17th complaint, she was made aware of the collection days. 
  With regard to problems with trash pickup, we have received no calls or complaints from *** *******, so I'm not sure why she included trash pickup in her complaint. 
  You should also know that if you contacted the Borough, they would tell you that we have an excellent service record. In fact, earlier this year, Borough Council awarded a new five-year contract to our company (April 2024 through March 2029). 
  I hope you find this response satisfactory. If you require any further information, please do not hesitate to contact me. 
  
  Thank you for your consideration. 
  Very truly yours, 
  

  Customer Answer

  Date: 10/26/2023

  Please disregard my last email that this has been resolved. Case ID ********. We have now had another missed pick-up since the supervisor stopped by our home, and he is not responding to voice mails. Please proceed with noting unresolved problems through Better Business Bureau.

  Thanks.

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

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair 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.

  1. Our service is supposed to include yard waste collection on Wednesdays, but it has been many months since they have picked up yard waste, even after I called customer service about the issue. 2. Our trash bin is broken, they said they will provide a new one when available, but it has been about a year and still no information about when a new bin will be available. In fact, we are still using the bin left by the previous resident who was also a JP customer; they never even gave us a bin associated with OUR account in the first place. Customer service was unable to address this in any way.

  Business Response

  Date: 05/16/2023

  May 2, 2023

  Dear *** *******: 
  In response to your letter dated April 21, 2023, and the accompanying Complaint of the above-captioned party, the service issues have been addressed and *** **** has received a trash container. I have no record of yard waste missed collections, but his address is on the alert list to ensure weekly yard waste collection. 
  I trust that *** **** is satisfied with our response/resolution. 
  Please call me with any questions. 

  Thank you. 
  
  Very truly yours,

  Customer Answer

  Date: 05/25/2023

  I have reviewed the response made by the business in reference to complaint ID ********. We did receive a trash container, and the yard waste collection has been improved recently. This resolution is satisfactory to me. 
  
  Regards,
  ***********************
  
  

• Initial Complaint

  Date:11/04/2022

  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 live in Nanticoke PA and Mascaro is our garbage pick up I am disabled and so is my husband I am tired of going in the street and alley to get my garbage cans Can they please put them back where they found them I am also tired of driving around garbage cans around Nanticoke How hard is it to put them back where took them from

  Business Response

  Date: 03/07/2023

  February 17, 2023 
  

  Dear *** *******: 
  

  In response to your December 10, 2022 letter, our records do not show a customer listed in this name. Many of our contracts for municipal-wide collections are with the municipality. Since we do not bill the residents directly, we do not have their names or personal information. If I knew her address, I could look into it further. 
  

  I would note that our company has an excellent service record with our municipal customers. Where there is an occasional missed collection, we make the collection the very next day. We were awarded many new contracts from municipalities in the last 12 months and would not have received those contract awards if our service was not good. 
  

  If you provide additional information, I will look into the matter. Otherwise, I will assume that this response is acceptable. 
  

  Thank you. 
  Very truly yours, 
  Albert *. D