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:04/08/2025

  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.

  I placed yard debris (tree branches placed curbside in what I assume to be the proper and correct format). The debris has not been picked up. I have called the company and the person answering only relays messages.
  It is my understanding if debris is not in acceptable format the home should receive some notification/explanation as to why the debris was refused.
  I am asking for clarification so the debris can be removed or not and also for future yard cleaning.
  This problem is entering the third week.

  Customer Answer

  Date: 04/16/2025

  Finish the job. What do I need to do to get the debris removed?;

  Business Response

  Date: 04/19/2025

  The original pile of debris placed at the curb, was a larger pile of debris generated by the removal of a Crepe Myrtle.   Tyler's does not collect tree removal debris, and the limbs were too long to be collected (max is 4 feet).   The supervisor investigated this and took a picture of the pile at the curb two weeks ago.  The customer also had something that looked like wooden shutters at the curbside.  Placing construction debris at the curb is prohibited as well.

  The customer submitted a copy of a bill from Richland County, but waste services are provided and administered through the Town of Irmo.  The pile in question, would not have been collected by a Richland County hauler either as the yard debris guidelines also have a 4-foot maximum as well.  A listing of what types of yard waste is acceptable for this customer to place at the curb is available on the Town of Irmo's website.    Https://townofirmosc.com/residents/yard-debris-collection.php    
  

  When our crew went back by on Thursday to check on the pile again, the items that were too long had been removed so we collected the remaining tree debris as a one-time courtesy.  Going forward, we would ask the customer only place debris at the curb that meets the requirements of the Town of Irmo.  

• Initial Complaint

  Date:05/16/2024

  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.

  This is the second week in a row. This is happening with no one helping me. The town of Irma has tried last week and this week. Tyler did not pick up my sticks since and branches and stuff. They keep telling me tomorrow and tomorrow and I don’t know when it’s going to be picked up. They’re picking up everybody else’s but mine, I had a tree fall down my backyard from the storm on Friday and next Monday there’s gonna be a whole lot more trees and branches. It will be cut to the right size and I will make small piles. But either not taking me seriously I don’t know , I’m paying for my service and it’s not being met

  Customer Answer

  Date: 05/16/2024

  Hi, my name is Gale B*****. The guy finally showed up today to take away my yard trash. He told me it’s not their job to take it away. He also said they don’t take the cut cut trees or bark. And I know they’ve taken everybody else’s. It’s not like it’s not a stump. He told me to look under the regulations for trash removal. I did it didn’t say anything about not being able to take the yard waste, including the stuff that was cut with A saw. Please help me next week. I’m gonna have even more because my tree is gonna be cut up in the backyard no stumps. This is aggravating and I need to resolve this. Please help me and I was nasty. I did ask him if I should put it in the other containers that we have garbage and recycling he says yeah.

  Business Response

  Date: 05/20/2024

  Mrs. B*****'s tree debris is outside the scope of what we do.  We cannot take entire trees that have been cut up.  Please see the guidelines posted on the Town of Irmo's website below.  The "branches" in question were actually logs.  We took the debris last week as a courtesy but explained to the customer that we cannot take tree cuts.  This complaint is not valid.  

   YARD DEBRIS COLLECTION

  
  Yard Trash Guidelines:
  
  Limbs
  
  Loose limbs must be no wider than 4? and 4' in length.  All Limb piles may be no larger than 4' x 4' x 4' with all limbs facing the same direction.
  Weekly limb pickups are limited to three 55-gal containers or one 4' x 4' x 4' pile.
  Other Yard Debris
  
  Grass, leaves, and small hedge trimmings must be bagged or containerized for collection. Debris should be placed in lawn and leaf bags with a capacity of no more than 35 gallons, or placed in 55 gallon containers.  There is no strict limit to how many bags of debris Tyler will remove at one time, but during busier seasons such as Spring and Fall they may not be able to take all bags of debris in any one week.  Please be patient - with over 4,500 residential customers, Tyler cannot take all debris bags every week.
  Bagged yard debris must be kept separate from other trash and placed at the resident’s front property line.
  Bagged or un-bagged yard debris is not to be placed in or on any storm drain, gutter, street, sidewalk, or water meter.
  No limbs or bagged debris may be placed in or on any storm drain, gutter, street, sidewalk, or water meter.
  
  Landscaping Contractor Debris
  Any landscaper or contractor working for a city resident is responsible for collecting and removing debris from that project. Tenants and property owners must ensure that debris left by any contractor is removed and properly disposed of, whether by contractors, property owners, or tenants.
  The Town will not collect landscaping materials such as railroad ties, bricks, rocks, concrete, dirt, other excavated material or other landscaping construction material. 

  Customer Answer

  Date: 05/20/2024

  I am rejecting this response because:  well, if they don’t take that stuff, what am I supposed to do with it ?? And I had small piles sticks and branches, they didn’t take that. They did take it last week when I carried on, but there are several small piles of sticks and branches. In the regulations, there’s nothing that says that they won’t take logs. By the way, my logs are only about 2 inches thick. The man That picked up the piles, told me to stick it in the bins that they take for garbage. Is that what they want can accommodate that
  
  
  
  Sincerely,
  Gale B*****

  Customer Answer

  Date: 10/08/2024

  I am rejecting this response because: 

  Good morning! I am having a problem with Tyler sanitation. This has been going on. For at least six months. They keep skipping my house for garbage waste yard waste. I realize there was a hurricane. I understand that. However, everybody else’s on my block had more than me and less than me. Like I said, this is not the first time. Usually, I have to stand outside to wave them down for them to pick up my yard waste. I was not home yesterday morning, so I could not do this. I have complained to them. I have complained to the town of Irmo. I am getting nowhere fast again. I understand there was a hurricane, but everybody else’s yard waste was picked up except mine. The guy up the street had a tree and it was picked up. It’s not the first time. I am very, very frustrated. They said it will be picked up in a couple of weeks. Then why was everybody else’s picked up. I’m sorry I don’t mean to go on and on. I feel like they are discriminating against me. Also, I need to mow my lawn.

  Sincerely,
  Gale B*****

  Business Response

  Date: 10/08/2024

  This customer as well as many residents in the Town of Irmo have large amounts of yard debris due to Hurricane Helene. We have been working closely with the Town of Irmo and picking up far more than normal due to the storm.  Tyler's Sanitation has provided her with the regulations but she refuses to follow them. This customer continues to place excessive amounts of yard debris at the curb and waste that is outside the scope of which is to be collected. Then she makes unrealistic demands, complaints and is abusive to my staff.  Her complaints have been investigated by our management staff as well as the Town of Irmo's staff both of which have deemed these complaints to be invalid.  If you would like to verify this with the Town of Irmo please contact them at 803.781.7050. Please see regulations below so that all parties are informed.

  Yard Trash Guidelines:

  Limbs
  
  Loose limbs must be no wider than 4? and 4' in length.  All Limb piles may be no larger than 4' x 4' x 4' with all limbs facing the same direction.
  Weekly limb pickups are limited to three 55-gal containers or one 4' x 4' x 4' pile.
  Other Yard Debris
  
  Grass, leaves, and small hedge trimmings must be bagged or containerized for collection. Debris should be placed in lawn and leaf bags with a capacity of no more than 35 gallons, or placed in 55 gallon containers.  There is no strict limit to how many bags of debris Tyler will remove at one time, but during busier seasons such as Spring and Fall they may not be able to take all bags of debris in any one week.  Please be patient - with over 4,500 residential customers, Tyler cannot take all debris bags every week.
  Bagged yard debris must be kept separate from other trash and placed at the resident’s front property line.
  Bagged or un-bagged yard debris is not to be placed in or on any storm drain, gutter, street, sidewalk, or water meter.
  No limbs or bagged debris may be placed in or on any storm drain, gutter, street, sidewalk, or water meter.
  

  Customer Answer

  Date: 10/08/2024

  Hello, this
  happened as of yesterday, October 7, 2024. Today is 8 October. This is not the
  first time this has happened. I understand there is a hurricane and to be
  patient. However, Tyler again did not pick up my yard waste. We picked up
  everybody else’s. They had more and less waste that I have. There was a tree up
  the street. They picked it up. Usually I stand outside now to make sure they
  pick up my yard waste. It was not home yesterday morning to watch them pick up
  my yard waste. I feel like I’m being discriminated against. Like I said. There
  was a hurricane. Since there was why was everybody else on this block picked up
  except mine. I called the business. They don’t know anything about they said
  it’ll take a couple of weeks. Why won’t it take a couple of weeks when
  everybody else else’s was picked up yesterday except for mine. Again discrimination.
  Please help me please. This keeps happening only to me.

  Business Response

  Date: 10/08/2024

  The regulations state 4' by 4' by 4'.  Please find photo attached.  This is clearly more than what we are required to take and we've already taken much more than we we were required to.