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:06/09/2025

  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 am rejecting this response because:

  The response statement is not factual and meant to be misleading.  Yes, I was very upset when the driver drove onto the lawn - without regards and damaged the lawn. ***** (the **** with Direct Rental Service) NEVER contacted me regarding the damaged to the lawn - not even to apologize. I called the company immediately to notify them of the situation - ***** requested that I email him pictures of the damage - I did - he said the pictures were forwarded to his manger and I should expect a call.  Well that never happened.  Had that communication happened I would not have had to contact BBB for assistance. Our property has a long circular driveway with a large cement pad - ample space for dumpster drop off / pick up. As a Realtor with 20 years of experience, as well as an investor, I have vast experience working with dumpster / trash removal companies.  ************ is by far the most unprofessional and irresponsible one I have ever had the unfortunate experience to work with. 

  The response was correct that the dumpster was overloaded and yes, I paid the additional $200 -I paid this AFTER the lawn damage because that's separate and had nothing to do with the damage they caused to the lawn. Those were 2 different issues.  When Direct Rental contacted me regarding the additional fee -obviously, I was not happy about it - but I paid it -I did not dispute the fee - it was paid.

  As a consumer, we are entitled to reputable honorable companies.  It's so unfortunate that I have to reach out to a third party to try to force a company to do the right thing.  I'm certain that this case may end up going through legal channels... and I am okay with that.  No one - no company should have the right to totally disregard another person's property.

  -*******

   

  
  

  Business Response

  Date: 06/18/2025

  Dear Better Business Bureau,
  
  We are responding to a matter involving Ms. ******* ****** who placed Sales Order #***** for the delivery of a 15-yard roll-off dumpster on May 27, 2025.
  
  The dumpster was delivered as scheduled. Upon delivery, our driver observed minor lawn damage and immediately attempted to contact Ms. ****** though our efforts were unsuccessful.
  
  On June 5, Ms. ***** requested pickup of the dumpster. Upon arrival, our team found it significantly overloaded, posing a safety risk and preventing removal. A photo was taken and shared with the customer. In line with our policy, a $200 trip charge was applied.
  
  We followed up in writing on June 6, asking the customer to remove the excess contents. During a phone call that followed, our staff encountered unprofessional and hostile behavior, and the call was disconnected.
  
  On June 8, Ms. ***** notified us that the dumpster had been cleared. We returned and successfully retrieved it, but again experienced hostile behavior on-site.
  
  Our company has proudly served the community for over 15 years and strives to maintain high standards of service. Our signed Terms and Conditions, acknowledged by Ms. ***** prior to delivery, clearly state:
  
  The client must accept full responsibility for any damage to their lawn, driveway, etc., which results from pick-up and/or delivery of dumpster under the customers ************************* or persons working for the customer.
  
  Since the dumpster was delivered per the customers instructions and a signed agreement was in place, we cannot accept liability for any property damage.
  
  Enclosed are the following:
  
  Photo of the overloaded dumpster
  
  Email correspondence regarding the overload and trip charge
  
  Signed service agreement including property responsibility clause
  
  In addition, Ms. ***** has disputed the payment after services were rendered. This claim is being reviewed by our legal team.
  
  We are happy to provide any further information the Bureau may require.
  

  Business Response

  Date: 06/24/2025

  Dear ******* ******-***** or Better Business Bureau,
  
  Please find attached the customer's letter disputing the charges totaling $507.60 after utilizing our services.
  
  As said in our previous email our team made a few attempts to contact Ms. ******* by phone; however, we were unfortunately unable to reach her.
  
  It is important to note that the dumpster was delivered only after the customer agreed to our terms and conditions in writing. As referenced in our previous correspondence, these terms clearly state:
  
  "The client must accept full responsibility for any damage to their lawn, driveway, etc., which results from pick-up and/or delivery of the dumpster under the customers ************************* or persons working for the customer."
  
  Based on the agreement and the facts of the case, we maintain our original position as outlined in our prior emails. We believe we are not responsible for any damages claimed by the customer, as all ******************** were rendered in accordance with the signed agreement.
  
  Should you require any further documentation or clarification, please let us know.