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:04/23/2025

  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 todays date 04/23/2025, I was contacted by *. ****** stating that my services will be suspended on today due to a past due balance.I have not received any notices in the mail for a balance or for a balance past due. In January when I made my last payment on my account, I had to call because they did not pick up most of my trash. I set up services when I moved in for four trash cans ( 3 yrs ago) and have paid what was due and had them taking my trash with no issue until January. When I called she said my services were for two cans and didnt know why it had switched from four to two. Then she said later that day someone would come out to pick up the rest of the trash and they did not pick it up until the next scheduled trash day. They are playing games and targeting whoever they want about the trash.

  Business Response

  Date: 04/24/2025

  We are targeting accounts that do not pay their bills and have starting balances on their accounts.  

  We send post cards for the initial invoice. When this is not paid by the due date, we send a letter sized invoice in an envelope hoping to get the customer's attention and with the thought that maybe they didn't see the post card invoice. If the account goes into the second billing cycle without a payment, we send another letter sized invoice with language noting the account will be going onto a stop service status due to non payment. If we have someone in the office available to make a call, we call customers reminding them that their invoice is due. We had someone with time in their schedule to make phone calls, and this is what we have done this billing cycle and this customer was on the list to call about their bill.  

  This specific customer has been paying for two cans and not four. We  adjusted the customer's billing to the 4 can rate for the ****** **** **** billing cycle on 3/5/25 when the customer had out 6 cans and called about this issue .

  The customer owes a past due or starting balance as well as for the current service period ending 6/30/25. The starting balance is a result of a flat payment rather than paying the actual amount due. When customers pay in a timely basis and pay the amount due rather than a partial amount, we will not call for payment.  

  Thank you.