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Business Profile

Garbage Removal

Capital Waste Services, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

This profile includes complaints for Capital Waste Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 76 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/13/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Capital Waste is paid to provide trash, recycling and yard waste pick up. The service is terrible: trash and yard waste not picked up at all this week, recycling bins left only partially emptied, yard waste frequently left behind. Most annoying is that they do not reply to phone messages or emails so we have to resort to filing BBB complaints. Absolutely horrible customer service.

      Business Response

      Date: 01/13/2023

      Our VP of Operations, Rich *****, spoke to Ms. ********. See resolution below: 

      "Trash carts will be serviced this afternoon. YW will be serviced
      tomorrow. She has my contact information as well."

      Customer Answer

      Date: 01/13/2023



      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.

      I am sorry that it took an action with BBB to get a reply, but I am pleased to say that our trash is picked up and Rich is aware of the ongoing struggles with the services they are providing.




      Sincerely,



      Kim ********

    • Initial Complaint

      Date:01/12/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Failure to pick up trash for 2 weeks. Inconsistent service, missed pick up for months. No way of contacting company as they will not answer phones, emails or social media messages. Company will not provide any resolution or remedy for missed services. This affects a large area of customers.

    • Initial Complaint

      Date:01/11/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Our weekly scheduled trash pick up was never collected the week before Christmas. We called and were told they would pick up the following day. They never came. We called again, they said they don't know what the issue is, they would call back. No call, no pick up. This continued for over a week at which time we cancelled our service. They said they within 10 days they would pick up our trash can and issue a check for $120 for services unused (we prepaid for 6 months). It has been 2 weeks, numerous calls/messages and no one will respond, pick up our trash can nor refund our money.

      Business Response

      Date: 01/12/2023

      Our customer service manager, Angela M********, spoke with Ms. ******. Please see below:

       

      "I just spoke with Ms ******, she cancelled service on
      December 30th and called in on Jan 2 to make sure she was
      cancelled.  She explained that no one has picked up her bins and she paid
      in advance and cannot get her refund until bins have been removed per her
      initial call to Customer Service.  I have placed an order for the bin
      removal apologized for the missed service and subsequent cancellation. 
      Tried to save account but she did not want to.  I explained that upon the
      removal of the bins I will place and order for her to be refunded. She is going
      to call me if they are not collected on Friday."

      Business Response

      Date: 02/02/2023

      Customer was contacted and the Bin was collected on yesterday and I am placing the request for a
      refund now.  

    • Initial Complaint

      Date:01/10/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 am making a complaint about the residential trash pickup service. It is crummy....to say the least! I called on Tuesday January 3, 2023 to ask about missed trash pickup on Friday December 30, 2022. I was late on my payment and did pay ALL my balance on Monday January 2, 2023. But all the other trash cans on our road were also not dumped. So there is NO WAY everyone was late paying their bill. So that is an "excuse" they will give you, but it's just an excuse.....not a reason. They told me that Tuesday on the phone it would take 24 to 48 hours because they were doing a ticket on it. Supposedly they would send someone out within that time frame to pick up the trash. Well, that never happened. So here come another Friday pickup day....January 6, 2023. Still NO pickup. I called them on that day (Friday). They said they would be there sometime that day to pick it up. Ok, here it is Monday January 9, 2023. STILL no pickup!!!! I called this morning. I told that so called manager that they have until 5:00pm today to come dump the trash out of our cans. I got home this afternoon after 5:00 and it STILL isn't dumped!!! Nobody's on our road is!!! This is a VERY common problem with Capital Waste. I'm not the only one that has an issue with their service. I talked to my neighbor and they have also called them questioning them about the missed pickups. They gave them excuses too. We pay them $40 every other month ($20/month) for their trash service. They are SUPPOSED to pick it up EVERY Friday. That was their end of the contract. This coming Friday will be THREE weeks since our trash has been picked up!! I am now having to personally drive my trash to the recycling center to take my trash off. Which is using extra gas, while Capital Waste is still charging me!!! I want 2 weeks credit on my bill (at least!!!). And I want them to pick up EVERY Friday, unless weather or other major issues come up.

      Business Response

      Date: 01/11/2023

      Our customer service representative spoke with Ms. ******. The trash service was not completed due to nonpayment. The last payment she
      made prior to the one she made on January 3rd was on March 12th 2022. The service not received before her payment was due to the account being on stop service due to nonpayment. However, CWS acknowledges that her service was missed after her January 3rd payment on January 6th. Our customer service representative scheduled the recovery of the missed service and submitted a credit requests for the missed service on January 6th only. As I understand, Ms. ****** was not satisfied with the resolution. There were no credits applied to her account for services not rendered due to nonpayment.

      Customer Answer

      Date: 01/11/2023



      Complaint: ********



      I am rejecting this response because:  this is all "excuses"!!!   NONE of the trash cans on my road was emptied at all!!!   So let me guess....every single person on my road was late too?!?!?!    Try again!    There is NO reason for pickup being missed!  I want a reason (not excuse!) to why EVERYONE on my road were missed.  I was unable to make a payment due to I couldn't get the payment sent through on the older system.  Now that it has been sent through to the new system, I was able to make the payment in FULL and get completely caught up!!!    I AT LEAST want credit for 2 weeks.   Heck everyone on our road deserves that credit as well!    So how long am I paid up for???   When I paid the $160 total, what did that pay me up to?   



      Sincerely,



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

    • Initial Complaint

      Date:01/09/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      For over a year they have been late picking up the yard trash. This time they are Kate by 3 weeks. They keep saying they’ll pick it up, but nothing. They were late by a week to pick up the recycling. They know our GOA will penalize us from leaving trash out long time. They don’t care.

      Business Response

      Date: 01/09/2023

      Our customer service manager, Angela Middleton, spoke with Ms. ***** this morning. Please see response below: 

      "Just spoke with Ms ***** she wants her Yard Waste and
      recycling removed in the next 24 hours as well as her neighborhood (*********
      PL).  I am placing a ticket on her behalf her normal collection day is on
      Wednesday but she would like collection of the area as soon as possible. 
      As a former drill sergeant she doesn’t want an apology or credit she wants it
      taken care of immediately. I will speak operations leadership concerning availability of
      getting this collected later today or tomorrow."

      Customer Answer

      Date: 01/09/2023



      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 resolve the problem. I hope they’ll continue to do their job as expected. 



      Sincerely,



      Diana *****

    • Initial Complaint

      Date:01/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 business committed to providing recycling every other week and trash pick up once a week.
      On 12/19 (recycle week) the recycling pick up came and “pinched” the recycling can and nothing came out. That day I put in a call asking for them to come pick the recycling up and explained the situation, customer service said they put a ticket in. A week goes by and on 12/26 they pick up my trash but did not pick up my recycling. I called immediately after they left my home and customer service said they would call the driver and they would pick it up, this never happened. 12/28 I called and asked the manager to call me. Never happened.

      Business Response

      Date: 01/03/2023

      Please find response from our Customer Service Manager, Angela *********,  below: 

      I spoke with Mrs.
      Ehney and we worked out the following items.  I will place a ticket
      (priority) to have her recycling picked up.  I did say to her that it
      would be completed by Friday to provide enough lead time for CWS.  I also
      apologized for the missed service and explained that I was the customer service
      manager and that on the 28th of December I was out with Covid. She
      completely understood.  I expressed to her that we would respond to the
      BBB stating that we have cured the issue so that we could close the account and
      she agreed.  I gave her my office number and told her if she finds she has
      any difficulties with missed services please reach out to me and I can handle
      it for her.  She stated it was refreshing to get a call back and she felt
      confident closing the complaint.   I will place a ticket for recovery
      of her recycling today

    • Initial Complaint

      Date:12/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Virtually every week, CWS FAILS to pick up our trash. We are forced to pay for the "service" by being billed through our property taxes. I have written over 60 complaints about their failure to the Ombudsman and to the company via Facebook. They leave me voicemails promising better management/better service and it NEVER HAPPENS. They MAY eventually (up to a week later) come pick up the trash sitting for days at the end of the driveway, blocking our cars, getting rained on or blown all over the place, but then the next week it's back to business as usual, ie TAKING OUR MONEY and NOT DOING THEIR JOB. Our neighborhood constantly looks like a dump. The HOA has the authority to FINE us for having the bins/trash out there beyond the scheduled pick up day, but they would have to do it to everyone every week.

      Business Response

      Date: 12/19/2022

      We have called and emailed customer with no response. As such, a manager is sending a truck to their residence today to get anything that needs to be hauled off cleaned up. It would be helpful if we could speak directly to the customer to talk through the issues and resolve once and for all. 

      Business Response

      Date: 12/19/2022

      I'm confident that our response didn't request the resident to show us anything. If I was unclear, I'll try again... At the time I responded, we had emailed and called the customer but had not heard back yet. We are sending a truck to clean everything up today. We would love the opportunity to speak to the customer to talk through the issues she is having and work to resolve with consistency.

      Customer Answer

      Date: 12/20/2022

       

      Complaint: 18558383



      I am rejecting this response because: December 19, they say they are sending a truck out to pick up the trash.  The bags from Coach Trail are gone--by CWS or by the owner, I don't know (I got rid of my own).  The two bags at 101/103 Walking Horse Way that have been there for 3 weeks are still there.  The huge pile of bags (maybe 12?) at 100 Hounds Court that have been there at least two weeks are still there.   I didn't have time to walk any further to check the rest  as I have to DO my job that I'm being paid for.  Talking with them is a waste of my time and pointless.  They are paid by us to do a job.  They are not doing it.  Simple as that.  I have nothing further to say to them except DO YOUR JOB---not just when someone complains so loudly you HAVE to, but EVERY WEEK--that's what we are paying for.



      Sincerely,



      Catherine Tyrone

    • Initial Complaint

      Date:11/08/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      After experiencing frequent missed pickups of both yard waste and recyclables over the past several months with no offers of refunds unless I call and ask for them, I cancelled my service on 11/3/2022. I was informed that they would be picking up my bins in a day or two. It is now 11/8/2022 and the bins are still there. I have an HOA so it is important that the bins be removed ASAP. I have called several times and am always promised "someone will pick them up soon" or "I'm going to have management call you" but nothing ever happens. I want Capital Waste's two bins removed from my property immediately.

      Business Response

      Date: 11/18/2022

      Our customer service manager spoke with customer yesterday. The bins have been picked up
      and we have requested her refund.  Our manager has escalated the refund and her account is closed.

      Customer Answer

      Date: 11/21/2022

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 18431451, and find that this resolution is satisfactory to me.




      Sincerely,



      Tami Schaible

    • Initial Complaint

      Date:11/07/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 Thursday July 28, 2022, Capital Waste did not empty the dumpster at **** ********* ** *** ******* *** When this was discovered on Tuesday August 2, 2022, I called the Capital Waste Dalton office for my mother-in-law and requested a refund of $23.20 for the missed service. I spoke to *** and he was going to discuss this with *******. Since then I have left voice messages with ******* and ***** with out receiving a return phone call. I also filled out the the "Contact Us" form on the Capital Waste website and have not received a call back. Finally, I sent a letter dated October 19, 2022 to the Dalton office and the corporate office and have not received a call back, The Dalton office has admitted that there have been issues with customer's trash not being picked up but only offer an extra pickup day the following week which I don't need. If you request a refund, Capital Waste will ignore you in hopes that you give up and go away.

      Business Response

      Date: 11/15/2022

      Business Response /* (1000, 5, 2022/11/07) */
      Our General Manager spoke with *****. 1 month credit has been issued and the customer indicated that issue has been resolved.


      Consumer Response /* (2000, 7, 2022/11/08) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Once the BBB claim was submitted to Capital Waste, I received a phone call within an hour. (Thanks BBB!). I accepted their offer to resolve the issue. It is unfortunate that it was necessary to file a claim with the BBB to get someone at Capital Waste to return a phone call.

    • Initial Complaint

      Date:11/04/2022

      Type:Customer Service Issues
      Status:
      Unresolved
      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 BEEN A CUSTOMER WITH THIS COMPANY SINCE THEY TOOK OVER FROM OUR LOCAL COMPANY. MY GARBAGE WAS NOT PICKED UP AT ALL THE WEEK OF 16 OCT 2022.
      SPOKE WITH CUSTOMER SERVICE ****, ALSO MY BIN HAS BEEN BROKEN SINCE MAY 2020. SHE READ NOTES ON RECORDS AND PULLED GPS FOR MY ROUTE AND SOMEONE WILL BE OUT TO RETRIEVE MY TRASH. **** FURTHER STATED THAT AN ESCALATION TO DO A BIN WAS EXCHANGE SENT MANAGEMENT.
      I WAS NOT ABLE TO USE MY BIN THE ENTIRE WEEK OF 23 OCT 2022 DUE TO IT BEING FILLED WITH THE WEEK BEFORE GARBAGE.

      Business Response

      Date: 11/15/2022

      Business Response /* (1000, 5, 2022/11/07) */
      Our General Manager confirms that the customer's container is scheduled to be serviced and swapped today


      Consumer Response /* (3000, 7, 2022/11/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      AS OF TODAY, 8 NOV 2022 BIN HAS NOT BEEN REPLACED (CHECKED 10:20 AM).
      EXPECT NEW BIN AND 1 MONTH'S ADJUSTMENT.

    Capital Waste Services, LLC is NOT a BBB Accredited Business.

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