Complaints

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

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  Whitetail Disposal Incorporated

  334 Layfield Rd Perkiomenvlle, PA 18074-9558

• 

  Whitetail Disposal Incorporated

  788 DeKalb Pike Blue Bell, PA 19422-1266

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:05/25/2023

  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 May 3rd, a Whitetail trash truck hit and destroyed my sons basketball net that he received as a Christmas gift and he uses everyday. I wouldn’t have known how it happened if it wasn’t for my surveillance camera. The driver of the truck hit my sons net at the bottom of my driveway and dragged it to in front of my neighbors property, got out took it off the truck, left it there where he stopped and got back into the truck and drove off. I called and filed a damage control ticket and was asked to send the video of the incident and someone would contact me. Three weeks later and many unanswered inquiries, I finally got a return call on May 24 at 3:07pm from a customer service rep who told me that her and the supervisor reviewed the tape and saw the destruction and asked what I wanted for the damage. I told her that I just want his net replaced. She asked what kind it was and I gave her the name (******** 52” portable basketball hoop), she ******* it and told me that it’s too much money and the supervisor said he would pay $200 for it. I looked and there was nothing comparable on the market to replace it for $200. She said unfortunately they’re not willing to replace it for the same item they destroyed because that’s just “too much for a basketball net (it is now on sale for $450 which is less than what it was bought for). The customer service rep also gave me unsolicited parental advice and said that she “wouldn’t allow her kids to play basketball in the street”. I informed her that my sons are 12 and 13 and play responsibly at the bottom of my driveway on the cul de sac where we live within the development we live in. My sons waited a long time for that basketball net and are now without one due to their destruction they won’t take responsibility for.

  Business Response

  Date: 06/02/2023

  Whitetail Disposal has spoken to this customer and fully resolved this concern. We very much do apologize about any difficulty you may have experienced and thank you very much for helping us to resolve this issue. 

• Initial Complaint

  Date:05/25/2023

  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.

  I cancelled my trash service in November 2022 to be effective at the start of the next quarter that was set to begin on 12/1/22. My account had already been charged on 11/2 for $96.00 so I had asked if I should just set the cancellation to begin after the next quarter had ended. I was told it was no problem and they would just refund me. I reached out on 11/29 because I had not received my refund and know it usually takes a few days, but at this point it had been a few weeks. I received a response stating that the refund would be issued 6-10 weeks after they come to pick up the bins - and they provided no information on when that would be. Although I was annoyed that I was not given that information prior (and it would have just made sense to keep the service running through the quarter like I initially offered to do) there was nothing I could do at that point but wait. The bins were finally picked up around Christmas so I assumed that worst case scenario I would receive the refund in mid-March as that would be 10 weeks from the pickup. When that time came I called in and they said that the refund was processing. I waited a few more weeks and called again, I was told that they would check with the department that does refunds and get back to me. No one called me back so I sent a follow up email. On April 28 I received a response stating that the refund was approved on 1/11/23, and that they reached out to accounting again for an update and would get back to me. Once again I received no response so I sent a follow up on May 5th with no response, called again on May 9th with no call back again as promised, sent another folllow on May 17th, and called again on May 22nd - again being told they would call me back with info. It is now May 25th, more than 6 months since cancelling my service and I still do not have the refund that I was promised. I have attached one of the email chains showing some of this correspondence.

  Business Response

  Date: 05/31/2023

  Typically, Whitetail Disposal does not offer refunds upon cancellation of service however due to the circumstances, this was approved. As the payment was completed via e-check, the refund did need to be returned via check through the mail. We did receive your call that this has not yet been received and our team is actively working on attempting to track down that initial check and taking the necessary steps to ensure this refund is received. 

  Customer Answer

  Date: 06/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:05/21/2023

  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.

  I do not recall the exact dates, but my trash company and I have been back and forth for a very long time about the fact that they cannot pick up my trash, even though I pay them every quarter. At or around September of 2022, I filled my trash can up to the brim. Trash day was on Monday, so when I returned home that evening, it was still full, they didnt pick up any of the trash I left out. Long story short, it took 3 weeks of back and forth phone calls in order for them to finally pick up my trash for the service I paid for. They mentioned something about drywall in the trash can, which there wasnt, and they were giving me constant attitude and constantly hanging up the phone on me without resolving my issue. It was some time ago, but I remember the emotional details.I fell into financial hardships, so I had to stop paying my trash collection bill for some time. I live alone, so I dont accumulate much waste. They continued picking up my regular trash every week until the billing period ran out, which I was okay with; I stopped paying so then they stopped giving me service, this is understandable.What is not understandable, however, is that they bill me late fees for a service I do not get. I had to pay their 91+ late day bill, when not once they came over to pick up my trash I left out for them. It makes absolutely 0 sense as to why I need to pay a full $234 bill and a massive late fee for a service I was not using for some time. Overall, I wasnt going to complain about 3 weeks of missed service during September of last year, but this massive bill is ridiculous. I was trying to save up enough after paying a ton for taxes and running into financial hardships, yet they still bill me as if I was still using their service. I just wish to get some kind to reimbursement, because Im sure their customer service already dont like me after the 3 weeks of back and forth from them.Attached is a screenshot of the latest bill.Thank you,****

  Business Response

  Date: 05/22/2023

  I am very sorry to hear about these issues. Whitetail Disposal is a family owned company and as such, we certainly do our very best to work with our customers when they do experience any type of hardship. We do ask that if this does happen, please reach out to our team to explain the circumstances and what type of arrangement you may be willing to make, we do have the ability to help in some capacities or to temporarily suspend service if necessary. We do see that a payment has been made on the account, the service will be restored this week. We strongly urge any customers experiencing any type of difficulty to reach out to our team via phone, email or our new Livechat (agents available Mon - Fri 9am to 4pm) so we may assist. 

• Initial Complaint

  Date:05/15/2023

  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.

  Breach of contract. Whitetail has missed trash collection at my residence. I contacted Customer Service, and was promised a 'recovery' pick-up later in the week. No show. Called again, and was rescheduled for the next day. No show. Contacted via Customer Chat, and was apprised I was rescheduled for a pick-up that very day. Again, no show. I am paying for a service that is not being delivered.

  Business Response

  Date: 05/15/2023

  We are very sorry to hear of this issue with the service. We currently perform over 250,000 residential trash and recycle collections per week of which 99.8% are completed successfully, on time and without issue. We are continuously working to improve our services with a goal of 0 reported service challenges. In this instance, our team did report the service issue to our operations team and requested recovery. From the conversation over the weekend our team did issue a credit for the missed service. We will be on site for the scheduled pickup tomorrow (Tuesday); our operations team will be monitoring this stop to ensure it is picked up without issue. If there are any challenges with tomorrow's collection, we will reach out to follow up. 

  Customer Answer

  Date: 05/15/2023

  [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:04/18/2023

  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 02/03/2023 Whitetail Disposal hit and damaged the mailbox at my rental property. (Location is **** ****** ****, Walnutport, PA *****) My tenant witnessed the driver of the garbage truck and approached him. He did admit to hitting the mailbox and provided my tenant with his name and personal phone number. I called Whitetail to discuss, I was advised to send them pictures, which I did provide, and they informed me that they would look into it and get back to me. On 03/07/2023 after hearing nothing from Whitetail I followed up – they informed me they are looking into it and will call me back. (Talked to *******) On 03/14/2023 after still hearing nothing from Whitetail I followed up again – they informed me they are looking into it and will call me back. (Talked to ****, and manager ****** w/c/back) End of March after still not hearing anything from Whitetail, I contacted my handyman and asked him to go and replace the mailbox. He went to the property to see what supplies were needed and then proceeded to ****’s to purchase the supplies. On 03/31/2023 he went to the property to install the new mailbox. Upon his arrival there was a new mailbox installed?????? NO ONE called me or my tenant for permission to go on the property OR to inform either of us that they were replacing. They did not leave the old mailbox! I called Whitetail and they could not tell me who replaced it? But they would look into it and call me back. On 04/06/2023 after hearing nothing from Whitetail I followed up again – they informed me they are looking into it and will call me back. (Talked to ****** again, and she PROMISED ME , she would follow up with the progress)!! I explained to her how I got a bill from my contractor for his time. Which I TOTALLY agree with, and so did *******. I emailed her the bill while on the phone and she confirmed receipt of it. On 04/18/2023 I called Whitetail again, still could not give me any answer. I am requesting that the bill be paid directly to my contactor.

  Business Response

  Date: 04/24/2023

  When notified of any suspected damage, Whitetail Disposal does a full investigation into the concern. This may take time to perform a full investigation and we do our best to keep customers up to date with the progress as applicable. Our team has confirmed we completed repair of the mailbox and is in receipt of the bill submitted. This is currently being reviewed and we will follow up with more information as soon as possible. 

  Customer Answer

  Date: 04/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have been told "LOOKING INTO IT" since FEB. 2023. This is why I have filed this complaint. Please help. TY
  
  Regards,
  
  ****** ********
  

  Business Response

  Date: 05/08/2023

  Whitetail Disposal does take all of these concerns seriously and our team has responded with this information. The mailbox was confirmed damaged on 2/3 and repaired on 2/10. This repair was completed in a timely fashion by our team. The contractor bill in question as supplied to Whitetail Disposal will not be paid by us as we had resolved and replaced the mailbox as needed. 

  Customer Answer

  Date: 05/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Yes, the mailbox was damaged on 2/3/23 but NOT repaired on 2/10/23 OR in a ‘timely fashion” as Whitetail claims.
  I called NUMEROUS times to get this resolved and there was NEVER any response from Whitetail regarding the status.  On 03/29/23 I was forced to hire my contractor to finally fix it, again I NEVER got ANY response back from Whitetail. After my contractor went to evaluate the job, (which at this point it still was NOT repaired), got material, & went on 3/31/23 to repair, he discovered it was repaired! I was NEVER informed that someone was going to repair it or that it had been repaired! The cost I am looking to recover is from the contractor charges for travel time for purchasing & returning items that he incurred due to Whitetails lack of communication regarding the status!
  
  Regards,
  
  ****** ********
  

  Business Response

  Date: 05/31/2023

  Whitetail Disposal did our best to address and correct the reported mailbox issue in a timely fashion and communicate with the reporting party. All contact information on the account is different from the complainant; we do apologize if all information did not make it to the correct party. We have confirmed the repair was completed on 2/10. If additional documentation is needed, please reach out to our office so we can supply.

  Customer Answer

  Date: 06/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The reason the contact information is different is because I am the landlord for the property. You were given my contact information EVERY TIME I called from 2/3 TILL APRIL 2023, and every call I made I was told you are still investigating! Back to your claim about “timely fashion” ….so I had nothing better to do for 3 MONTHS than call you every two weeks to follow up and it was fixed in 1 week.  This may be my rental property but I live around the corner, and would have noticed that it was fixed. More importantly I would NOT have hired anyone to fix it! Yea, provide your documentation …. I would love to see it from 2/10/23. Do you want my documentation of all the dates I called and the names of your employees that I spoke to?
  
  Regards,
  
  ****** ******** 
  

• Initial Complaint

  Date:04/12/2023

  Type:Product 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 canceled my service with Whitetail Disposal. Starting March 23, 2023, they indicated that I would receive a refund for pre-payments already made once they picked up the trash cans. No problem. I have placed the cans at the end of my garage for 4 consecutive weeks and the cans have not been picked up. They did not notify me that the cans would not be picked up. I continue to call and they continue to state that they will not refund my money even though they will not pick up the containers. This is unacceptable. My request is that they provide me with a refund plus interest for the weeks that they have kept my money.

  Business Response

  Date: 04/14/2023

  Whitetail Disposal is a family-owned company and we do our best to complete all requests in a timely fashion, unfortunately if equipment is not located when our team is scheduled to be on site for removal, this can create a delay in the removal process. Our team confirmed they were able to successfully remove the equipment as scheduled this week. 

• Initial Complaint

  Date:04/09/2023

  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.

  Once again, Whitetail Disposal has missed an ENTIRE neighborhood of trash to pick up. My road specifically, which they tend to miss A LOT, has been missed again- along with all my neighbors trash- and everyones trash is completely full. This is getting out of hand at this point- beyond that really. And there's GOT to be a better choice than Whitetail. Its disgusting and LAZY that they just MISS peoples trash.

  Business Response

  Date: 04/12/2023

  In investigating this complaint, our team is showing the driver was in the neighborhood as scheduled on Friday and serviced. We have also tried to reach out directly to obtain more information unfortunately we have not been able to get in contact. We will follow the truck again in the coming weeks to ensure pickup; if at any time you do experience any concerns on the service please reach out to our team. We are available via phone at ************ Mon-Fri 8am to 5pm and Saturday from 8am to 12noon. We are also available via email at ************************************************* or through our new Livechat (available through our website). Agents are available Mon-Fri 9am to 4pm. 

• Initial Complaint

  Date:04/02/2023

  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.

  Bottom line Whitetail Disposal refuses to collect my trash. I have paid faithfully for over 1 year and yet my trash will not be collected. Currently it has been over 2 months. I have called and emailed multiple times. They promise to send someone else and they never due. They are literally stealing my money and not providing their contractual service. I want at a minimum a 3 month refund which they refuse.

  Business Response

  Date: 04/07/2023

  We have been in contact with this customer and attempted to assist in resolving the collection issues. At this time, the customer no longer wishes for us to assist in resolving the service complaint; we have cancelled the service as requested and entered a refund request. Refunds are dependent on successful removal of our equipment.

  Customer Answer

  Date: 04/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: They will not refund my money because they are still refusing to collect my trash cans. I called every week and no one picks them up!!!
  
  Regards,
  
  *********************
  

  Business Response

  Date: 05/11/2023

  I am showing our team has confirmation of successful can removal completed Friday 4/21; we will follow up to ensure that this has been done. We also have that the payment was returned to the original card used on 4/18/2023. 

  Customer Answer

  Date: 05/16/2023

  [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:03/13/2023

  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.

  I paid $87 to initiate service for residential trash on January 12, 2023 via my debit card. I never received a trash bin, or trash services to my home. I asked to cancel and refund my money. They said it could take up to 8 weeks,. It has been over eight weeks now. I am still waiting for my refund. I never received any services or any trash bins or anything from the company, but they took my money, and still have not refunded it.

  Business Response

  Date: 03/20/2023

  We are showing that the refund was completed on our end and returned to the card initially used to sign up; an email receipt has been sent to the email address that was used to sign up for service on 3/13/2023 with that confirmation. Depending on the institution, there may be a further delay before this can be seen on the statement.

• Initial Complaint

  Date:03/09/2023

  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.

  Ive had Whitetail Disposal for my business trash needs and had no issues what so ever, Now that Ive closed operations due to health issues, they are playing games with picking up the dumpster. Ive sent multiple emails about picking up the dumpster since and now they don't wanna answer. I understand they are trying to keep retention, but when I say pick the dumpster up since I ended my business lease at the location and sent emails with proper documentation about not operating and emails from the property owner, now they wanna ghost and still charge the monthly fees. Very unprofessional and I just simply want the dumpster thats been sitting for months now with rotting food/trash and etc sitting in it, now people are starting to illegally dump in it as well. I want a bill credit for this issues since they were contacted in the beginning of January and still charging fees and not picking the dumpster up.

  Business Response

  Date: 03/27/2023

  Our commercial team has reached out to connect and discuss further to assist in addressing the past due charges, account closure and dumpster removal. Our team will attempt to reach out again within the next week.