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:03/04/2023

  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.

  tenant moved out of a rental property which we we're paying the 2yard container on monthly service and we asked to end the service since no tenant in the property and was informed that the original contract had a automatic renewal clause which we were never made aware of and we asked to remove can from property and took the 45 days to do so then following the removal we got billed in advance for the balance of contract for the next 2 years, we had asked nicely to take the case to smal court to present they're case in front of local judge to ear both side but now were being billed a late fee monthly and administrative fee which is very unfair, we do not plan on paying this bill until its been heard in front of district cout represanting ************ and trappe bourogh, this company is very unfair as you can see all the bad reviews on line please contact us and stop billing us as soon as possible

  Business Response

  Date: 03/27/2023

  Our commercial team has attempted to reach out regarding these issues, there has been a past due balance on the account from prior to the account closure. We do have this account closed. 

  Customer Answer

  Date: 03/27/2023

  [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 are charging me for 2 years in advance of trash service but they removed the dumpster and the account was current when we advertised to stop and removethe dunpster very unfair 
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/07/2023

  The commercial customer had entered into a contract agreement with Whitetail Disposal; any charges applied to the account were part of the agreed upon and signed contract. If you would like a copy of the contract or to discuss further, please reach back out to our commercial team, they will be more than happy to assist. 

  Customer Answer

  Date: 04/12/2023

  [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 contract is non valid the company never disclosed the the contract add a auto renewal in the contract in very small letters and i requested there representing agent in writing in a email to request a hearing in front of the local court to ear the case and they refused to go the route they know that it would not stand in a court of law and they keep on billing me late fee and administrative fees on a monthly base and i definitely will not pay this bill tell them to stop wasting my time i been in business for many years.they have a pretty bad reputation on line and on the street for there business practices.
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/12/2023

  The terms and conditions on the contract are provided at the time of signing. It is the customer's responsibility to read and review them; any questions prior to the contract signature would be discussed with the salesperson at the time of the contract review. This contract is valid and as such, the charges applied are correct.

  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:
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 February 2md. 2023 around 6:10 AM a WhiteTail Disposal trash truck broke the ******* **** Internet line going into our home. The wires were pulled for the middle of the street, ripped out of our house and left on our front lawn. The driver stopped, looked around and drove away. Our car was damaged, our front bush was damaged, and our house was damaged. We filed a police report with the *******Borough Police Department. We have attempted numerous times to contact the company and have received no replies to speak of. Chief of Police ************************* contacted the company on March 2, 2023 and they have still not contacted us about restitution..

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in regards to service at my previous address.*** *********************Schwenksville PA ********. I was a customer of Whitetail Trash Disposal for several years with no issues. As scheduled in August of 2022 I received a bill for $93.00 from Whitetail to pay for the upcoming 3 months (this would include Sept, Oct and Nov of 2022). I was in the process of moving out of the service area as of 9/7/22.They were notified in advance with proper notification and a phone call that followed to verify the closing of service process had occurred. My service was to be stopped and a refund was noted as being owed to me since I was leaving early in a paid cycle. After a couple of more phone calls that were placed by me, I was able to verify that my trash bins were picked up 9/27/22. However, I was still owed the refund. I was informed that it could take some time for the closing process to be completed. Since I had not received the noted refund as of the end of 11/ 22, I called Whitetail again on 11/28/22 and spoke with someone in cancellations as directed (and as I had done several times before). I spoke with the person at length - she was able to determine that my refund was going to be ~$52.00 and would be refunded in 6- 10 weeks via an electronic deposit into my checking account. Of course I found this to be absolutely ridiculous; as if it were me who owed the business, I'm sure the problem would be dealt with promptly. I was also concerned that they still would have access to my banking account well after my service relationship with them had ended. However, I accepted the response and expected a refund to be returned within a few weeks. However, once again, I was disappointed to know that after 10 weeks of waiting for my $52 to be returned I would have to place yet another call to the business to find out what the holdup was. I have placed subsequent calls on 2/8/23 and 2/21/23 requesting to speak with a supervisor but was denied. I have since briefly spoken with a supervisor 2/22/23 just to be told that the refund process is handled by an outsourcing company and Whitetail has no control over how they conduct themselves but I should continue to expect my refund at some point.

  Business Response

  Date: 03/06/2023

  I very much do apologize for the delay. In general we do not offer refunds excepting in specific circumstances and our team does need to ensure all appropriate steps are taken prior to these refunds being processed. I am showing that the refund has been processed back to the card used; once the refund has been issued it can still take time for it to be seen (most banks and card companies have a hold time as well). 

  Customer Answer

  Date: 03/12/2023

  [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:02/23/2023

  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 ordered service on December 22, 2023, they immediately took my money, my previous trash company called me and told me they would match their fee after i told them i was leaving for a less expensive charge, I emailed them on the 24th to cancel my request and explained why. I received a phone call on the 27th stating they will refund me the money within 6-10 weeks. I have emailed and called and they state back saying they are escalating this to management but i have yet seen a refund. I don't see why its taken so long and i would like to get my refund back as i cancelled right away and why do i have to wait almost 2 months for a refund. As i see i all the complaints everyone has the same issue with this company. I am seeking help to get my refund, very dissatisfied with them glad i stood with my current trash company. I never even got to receive a trash bin from them so there is no excuse to refund me.

  Business Response

  Date: 03/06/2023

  I very much do apologize for the delay. In general we do not offer refunds excepting in specific circumstances and our team does need to ensure all appropriate steps are taken prior to these refunds being processed. I am showing that the refund has been processed back to the card used; once the refund has been issued it can still take time for it to be seen (most banks and card companies have a hold time as well). 

• Initial Complaint

  Date:02/15/2023

  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.

  Since at LEAST November 2022, I have had to call Whitetail Disposal to return to my property and remove all or the portion of trash that has been left on my property following trash day. Per my contract, I pay for 1 (96 gal) trash bin, 1 recycling bin and can leave up to 3 bags of trash (my bags contain leaves only). I call and am either left on hold, am prompted to leave a message or opt to be called back when it is my turn in the queue. I have chosen all 3 options each & every time I call (weekly). In addition, I complete the "Contact us" form via the website and since November, have had ONE representative respond in Dec/Jan, indicating she recalls my complaint from November 2022. She forwarded my complaint to a "supervisor." I received a call from a rep who left a voice mail & left me a direct email. I called back, left 3 voice mails & am now up to 5 emails since mid-Jan regarding my trash (3 bags that have not been picked up in months, cans being HALF dumped, and the bags having been ripped with the contents left strewn all over the grass. I have been given No explanation, NO plan of action, NO response & needless to say, NO apology. The customer service is non-existent. It is shameful.

  Business Response

  Date: 03/01/2023

  I am very sorry to hear of this issue with your service. Our management team has been made aware of this issue and has tried to reach out via phone to assist. We will continue to work on this until we are able to speak directly with you and assist in fully resolving this issue. 

  Customer Answer

  Date: 03/02/2023

  [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 continually tried to contact Whitetail. They refuse to deal with this issue. I received ONE call back stating the recovery team would be sent out. This was 2 wks ago. This did NOT happen and bags remain torn, ripped and strewn across my lawn. Their business practices are inexcusable.
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/10/2023

  Our management team is actively working on resolving this issue and will continue to reach out via phone to stay in contact and ensure full resolution of this issue. 

  Customer Answer

  Date: 03/16/2023

  [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:

  Once again...no steps have been made to resolve this issue (ongoing since November!). I did receive a phone call from a pleasant representative who told me a recovery team would be sent out to retrieve thee 2 remaining bags (which have been left torn and water logged on my property), on Wednesday (3.15.23). The bags were NOT picked up.

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

  Business Response

  Date: 04/07/2023

  Our customer service team has been in contact, unfortunately there are additional complications for the account regarding the overdue statement. Our team has actively been involved in resolving this complaint and will continue to follow up on the service concern after the billing issue has been resolved. 

  Customer Answer

  Date: 04/11/2023

  [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:
  

  Whitetail did not become "actively involved" with this complaint until a new billing cycle started. As noted 100x, I have been complaining since November 2022, a billing cycle that was PAID IN FULL until March. It is now April. Despite numerous promises to pick up the remaining bags left torn & strewn across my yard by THEIR employees (see picture), they have failed to make any effort to pick them up. NOW, they are stating I must pay the next billing cycle in order for them to even look into the problem. The same problem I have been complaining about for 5 months. Five PAID months. Their so-called "resolution" for me to pay an additional 3 months for service in order for them to right a past wrong is ludicrous. There is no billing issue, there is and remains a service issue. PERIOD. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/08/2023

  I am very sorry to hear of these issues. 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. We do take these types of concerns very seriously and have investigated these issues. Unfortunately the billing issue will continue to cause service challenges, we will be more than happy to assist in getting this fully resolved. In regard to the service challenges, I do see our team has pulled camera footage and confirmed the driver has been collecting what they are able. Our collection policy is located in full on our website at whitetaildisposal.com/residential/ Our team will try to follow up with you via phone to further assist. 

• Initial Complaint

  Date:02/09/2023

  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.

  The complaint is against whitetail disposal trash removal. End of September 2022, I had a regular trash/ recycling pickup scheduled. It was a Friday afternoon and as I returned home I realized my recycling container was gone. I called customer service and asked them what happened the response I received was Your recycling bin will be Replaced with a new 96 gallon container.. please use your own trash can and label it RECYCLING. We will make a note for our driver to pick up until you receive a new one.The following week my recycling/trash was picked up, but no new recycling bin. I called AGAIN.. the said my recycling bin will be dropped off the following Friday. That Friday arrives and my new recycling bin arrived, however my trash can was gone. I called AGAIN the ladies response was . Were not responsible for the damage or replacement of your own property, so werent going to replace your container I than asked to speak to her higher up and she threatened to hang up on me. After finally transferring me to ***** with logistics, I had a brief conversation with him. Explaining the entire story to him he said he would make an exception because they asked me to use my own recycling bin until I received a new one. Give them 2-3 weeks and my can would be replacedit has been over 3 months and they wont even transfer me to ****** when I call to resolve this matter. Ive been making several attempts to resolve this issue and no call backs, no help what so ever I have nowhere else to go but to BBB.Please have them either replace my trash can/ or credit me $40 towards my next bill. Thank you!

  Business Response

  Date: 02/09/2023

  This customer has reached out to our office for assistance as well; this issue has been investigated by Whitetail Disposal's management team and has been addressed and corrected. Our management team did attempt to contact the customer via phone and left a message regarding this resolution as well. 

• Initial Complaint

  Date:01/14/2023

  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.

  Theft of service paid to have garbage collected but the dont come as required and negligent on placing large totes in heavy traffic highway Then there is the environmental issues the truck is leaking massive amounts of hydraulic fluid at each stop they were notified and failed to do anything ongoing issues very poor communication also they seem not to care about anything but getting paid !!!

  Business Response

  Date: 01/23/2023

  Whitetail Disposal has been in contact with the customer to attempt to resolve reported service issues. Unfortunately the last billing statement was 30 days past due and remains unpaid. The customer has chosen to cancel the trash service. We have complied with the cancellation request and will be removing the equipment as soon as possible. 

  Customer Answer

  Date: 01/24/2023

  [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 the business states unpaid bill this is due to not having refuge picked up I stoped paying due to no service rendered.
  
  *******************************
  

• Initial Complaint

  Date:01/09/2023

  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.

  My trash has not been picked up last week I had emailed and called... Finally today they had said Thursday they will be here I said you no it will be two week that has not been picked she said back along it's not more then 75 pounds. How does that make my problem shouldn't of done your job right the first time... They have went down hill so bad... I don't even no why my trash wasn't picked up last week also Friday the lady said she able to send someone out on Saturday to pick up now today Monday and they saying they don't have anyone to come pick up . I have emails proving I email and email then saying I should of gave a 24 hour notice when I email at 3 pm Thursday when I came home same day of picking up

  Business Response

  Date: 01/13/2023

  Whitetail Disposal did reach out and confirm with the customer that the address was serviced and cleaned up. 

• Initial Complaint

  Date:01/05/2023

  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.

  Opened account with WhiteTail Disposal for residential trash collection. They were able to drop off the bins with no problem. However, in the 3 subsequent weeks they have not been able to pick up the trash on the agreed day. First week required calling and emailing and their response was that our "address was not put on a collection route", they picked up 2 days later. Following week, they told me "there was a miscommunication and driver will collect the following day" which never happened. Now 3 weeks later, trash bins are still full by curbside. I've asked to cancel my contract and want them to collect their bins.

  Business Response

  Date: 01/11/2023

  Whitetail Disposal apologizes for the issues you have experienced regarding these difficulties. As requested on a call with our team, the account has been closed out and the cans scheduled to be removed, and a request for a refund has been entered. An email will be sent approx. 24 hours prior to the can removal so these can be left curbside for the team to retrieve.

• Initial Complaint

  Date:01/02/2023

  Type:Sales and Advertising 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 started off with Whitetail Disposal over 5 years ago with a rate of $69. My reason for switching from my prior trash collection provider was because that provider kept raising their rates. The other providers gave you a lower rate that lasted about a year and then its customers were hit with frequent rate hikes. When I signed up with Whitetail, Whitetail assured me that wouldn't happen. For a few years, they were true to their promise. Then, back in 2021, I saw the rate bumped up to $87. It then went up very quickly to $91, then to $98, then $102, and my current bill is $108 per quarter. I have seen that there is a lawsuit that was filed against them because they made the same promise to many of their customers. They don't notify the customer of the rate hike. You are suddenly surprised on your next quarterly bill. The recycling charge just went up from $18 to $24. The fuel surcharge in 2021 was $3; now it is $12 (4 times the amount it had been). At this point, I feel as if this company turned to a "bait and switch" methodology, such as is used by their competitors. I once recommended them to my neighbors, and I saw a lot of people in my development and in other developments close to mine switch to Whitetail. However, I no longer feel that I can recommend them as a "low cost" provider.

  Business Response

  Date: 01/13/2023

  Whitetail Disposal has sent out several letters over the years and more recently added notices to each statement to notify customers of necessary rate increases. At the time of signup we did offer a 1 year price guarantee and complimentary recycling. We were able to hold that rate for 2 years on this account. Over the last couple of years, the recycle world has been in turmoil, China stopped receiving our recycling and the market changed from receiving some compensation to having no compensation to paying to move recycle and now paying more than actual trash. WD has held the line, cutting costs in all business segments hoping the recycle market would revert as many times markets do so. Unfortunately, recycling costs have accelerated even higher. We will continue to do our best to keep our rates as stable as possible.