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:04/28/2023

  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.

  As of today ***** 28, 2023. My container was picked up on the 19th of *****. I was not serviced the whole second week of april.i called Monday the 17th to complain, front desk ******* said she would text manager. The following day at 3pm I called again since she never got back with me so I called again. her only explanation was I get serviced tomorrow. I said but I didn't get serviced all last week and there's wind and stray dogs out here. She was rudely talking over me and her only answer was I will get serviced tomorrow. I hung up now Wednesday the 19th my container was picked up. After that week I got a threating letter from " their" attorney stating I need to pay the whole amount left for ***** if not they will take court actions. Now the thing I don't appreciate is that I was a customer for 10 plus years and they were quickly to remove me. Not only that but already treating me for a payment without them even trying to ATTEMP a payment.

  Business Response

  Date: 05/08/2023

  *********************** states in her complaint she spoke with me, although this is incorrect. The first and only time I spoke with *********************** was on Friday April, 28th, and it may have been during that exchange she confused my name with the person she initially spoke with a few weeks back. This is the only assumption I can gather.
  On Friday April 28 *********************** called our office and demanded to speak with the owner of the company, I happened to answer the call and I advised her that the owner is unavailable to speak with but if she would like to explain the issue to me, I would try my best to assist her. She then continued to demand to speak with the owner and demanded that I give the owners personal information out. I specified to her that I was unable to share this information. I continued to ask her why she is needing to speak with the owner,and she continued to demand that she speak to the owner or someone above me. I kindly advised her that I would be the person to speak to regarding an issue because I am Team Leader, she cut me off and said she has already spoken with me previously and would find out who the owner of the company is on her own and contact them herself. Throughout the entire conversation she never once mentioned her name, her address or her issue to me, and throughout the call I expressed to her multiple times that I would gladly assist her. I tried to continue to assist as best as I could however, as I continued to speak, the line went dead. Had she allowed me to continue, I would have informed her that she may have spoken to a colleague of mine instead of myself, because I do not work the front desk. In our office we are told multiple times throughout the week that our voices sound similar, regarding myself and my colleagues. I can assure you that I did try to help *********************** resolve her issue although to no avail, undoubtedly due to a misunderstanding. 

  It was later brought to my attention that *********************** initially spoke with my team on April 17, and my team worked on resolving the service issue for her. *********************** called back on the 18th, even after credit to her account was applied, as my team had mentioned it would be during her initial correspondence. She then asked to have unit removed and account canceled because she had gone with another company. For *********************** to suggest she was treated unfairly is a false narrative. My team responded accordingly and only honored her request. The unit was removed the following day on April 19th, per her request and her order to have the unit removed because she had already switched to another company. 

  Customer Answer

  Date: 05/09/2023

  Complaint: 19994263
  
  I am rejecting this response because: I called back to talk to someone above the receptionist or a manager or an owner. This business is nothing but lies in their behalf and I have a letter to prove it, which they sent with a threat. If they credit me that's the only thing that I accept since I only used the basin for a week in April before they removed it on their own. Without my consent to do so. They ***** and unprofessional in their part to lose acustomer of 10 plus years over a simple complaint. Instead of apologizing or trying to value a customer. No communication skills whatsoever.  All I'm asking is that they credit the month of April, since I only used for a week.
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:03/13/2023

  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.

  I have used Basin Disposal for many years until about a year ago I started having issues with them not picking up the trash. Usually when I would call them at first they would fix the problem but than it got worse . They had not picked up the trash for a month and I would call, leave voicemails, send them emails and aso contacted them through their website contact form but they would not return my call. When I finally was able to get ahold of them, I spoke to *****, I told them that their services were no longer needed because they were stealing from me. They were withdrawing money from my account for services that were not provided. So she send someone to come get the trash container and the man took out the trash bags from inside the container and just left them in my yard than took the container. Dogs got ahold of it and diapers and all kind of trash was all over the yard. It started being a health issue because i couldnt throw away any trash because they hadnt picked it up in more than a month. After the man took the container, they decided to charge me a $25 removal fee, that I did not approve of. A couple of days later I got a monthly billed again saying they were about to withdraw the monthly fee. I. Called them to ask them about it and they had blocked my number. I than ****** them from another phone and was able to speak to ***** again. She said to disregard the bill but it did not end there. I just checked my bank account and they withdrew more money from my account a couple of days ago. They are stealing from me because theyre charmed for service that they have not provided. I decided to report them so they stop doing this to people. My brother lives next door and is dealing with them too. They have not picked up his trash in a month and a half already. I also have screenshots of the emails I would send to them to inform them that the trash had not been picked up. I can provide all proof.

  Business Response

  Date: 06/12/2023

  The notes on the account for ******************* were reviewed. Per the notes on the account for *******************, we did make sure to always list the day and time her unit was serviced due to my team receiving complaints from ******************* stating that her unit was not serviced on her required route day even after the fact that my team would confirm with the driver and also verify the service completion through our GPS tracking on our truck. We did experience a driver change for this route and did our best to work with ******************* during this time period. ******************* called our office at the end of February and stated that she no longer needed our services and her reason being was that her unit had not been serviced in a month, although this was the first time, she had stated this throughout the entire month of February. She also informed us that she had already switched over to another provider. To bring attention to some comments made, ******************* did not ever struggle to get ahold of our personal in our office, we have plenty of notations on her account through the years she has been a customer with ********************, nor did she ever leave voicemails for us regarding this issue, and we have not ever blocked a customer's phone number. In order to help resolve with *******************, we credited her account for services she stated were missed, per her request and to appease her accusations. She was only charged a cancellation fee and the remainder part of the month, outside of the credit we applied to her account. For ******************* to state that we did not work with her is untrue and unacceptable, we tried to resolve the issue and were unsuccessful. I also would like to express that during the time period ******************* was a customer we were always accommodating with her payments during times she was unable to pay for her services. During this time period services were provided and allowed for her to set up payment arrangements in order to assist her. For ******************* to speak words of negativity towards our company is simply unfair. We do try our best to appease our customers and it is unfortunate we are in this position with ******************** 

  Customer Answer

  Date: 06/21/2023

  Complaint: 19581686
  
  I am rejecting this response because:

  Basin Disposal did not try go accommodate or take care of the problem. My payments were set up for automatic withdrawal and if the payment would not go through for any reason, Basin Disposal would call me and I would take care of it immediately. 
  
  Regarding the *** on the truck , the driver was picking up the trash next door, which belongs to my brother. Its not the same account. 
  
  ******************** has never made any adjustments for the services not provided to me. On the contrary, Basin Disposal withdrew a fee from my bank account after the container was picked up. According to Basin Disposal it was a fee to pickup the container. Also, when the container was picked up, the driver that picked up the container, took some trash out of the container and just left them on the ground where dogs got ahold of it, spreading it all over my yard. 
  
  I am not talking bad about Basin Disposal. I am stating facts. I have attached screenshots of some of the emails I sent them trying to take care of the problem. I had been a customer of ******************** for many years and I would have kept my services with them if they would have just taken care of the problem. Every time I called to let them know that the driver didnt pick up, Basin Disposal would tell me that the driver was a sweet older man that wouldnt do such a thing. 
  
  Regards,
  
  
  *****************************

  Business Response

  Date: 06/30/2023

  ******************* was on auto draft and was consistently notified during this time period of payment processing issues. We would work with her each time. Even though the account was past due two months each time, due to this. In most cases a card is removed from auto draft should there be multiple payment issues, although we worked with her and allowed her to continue with monthly auto draft. The *** on the truck does not **** the neighboring units, and it is not possible for *********************** brother's unit to be ****ing as her unit in our system. We have a mechanism on the truck that notifies us when the unit is serviced along with a time stamp. We charge a cancelation fee and she was informed of this, similar to that of other utility companies who charge cancelation fees as well. The unit was overfilled with garbage at the time of removal, and our driver was unable to remove the unit from *********************** property due to this, two trash bags were removed due to this reason, and it was not intended to be seen as malicious. It is stated in our service agreements that the units should not be overfilled and prevent the lids from closing. The driver simply had to remove the trash bags in order to prevent the trash from falling onto the road as he drove off. Adjustments to Mrs. ********** account were made. I also do not show that there were emails exchanged between Basin staff and ******************* within the photos she provided. The emails attached pertain to a disagreement ******************* had with another company, not Basin and there is not affiliation.