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:09/08/2022

  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.

  The lid of our personal trash can was broken by the people who get our trash. After contacting the company they said they will have the owner come out and fix the lid if he can. He never came out or called. I contacted them again the next week and was told we had to wait for the new shipment to come in. It has been almost a month and no news. Our neighbors use the same company and recently recieved a new trash can. I contacted the company about this and they still don’t have their shipment but say they didn’t give the new can out. The owners wife is the only person you can get ahold of and only through text message. She has changed her story several times so I asked to speak to the owner himself. She only allowed this through a three way call where he could care less and started yelling at me and being very rude. He did not like that I caught them in lies. I hung up on him and refuse to answer his calls because of the way I was talked to. Which I have all recorded on the cameras of my home. We have had to pick up trash and get animals out of our trash because the lid does not stay on. When I let them know I was filing a complaint, they threatened to terminate my services with them. This is my second filing because my original filing I selected the incorrect company. My apologies and I have corrected my error

  Business Response

  Date: 09/27/2022

  This customer was offered options to reach a resolution multiple times.  We offered to repair or replace her can, or to issue a credit to her account.  She chose to file a formal complaint and NOT accept any of the retributions offered.  The neighbors have not received a new can from our company, as we did not have a new can to issue to them at the time, as we are still waiting on a shipment of cans.  This customer's accusations are false all around.  I am the owner's wife aka office manager.  I am available via phone, text, facebook messenger, and email Monday-Friday from 9am-5pm as stated on our Google business listing and Facebook page.  She chose not to call, and only text, which is fine because I have an accurate record of all of our messages where it is obvious my statements have remained constant in our current situation.  When she requested to speak to the owner, I obliged by calling him on the office line.  I do not feel it is professional or appropriate to provide her his personal cell phone number.  I stayed on the line as a witness and so that I could answer any questions that may have been directed at me.  She was immensely indigent, and did not let the owner speak.  When he did finally raise his voice to get a word in edgewise, she hung up on him.  We then messaged her asking what option she wanted to choose in regards to how she would like to move forward.  She chose to file a complaint instead of accepting a credit, repair, or new can, so we have chosen to utilize our right to refuse service and have terminated her account with us.  We have issued a refund for the remainder of this quarter (the rest of September) as we will not provide a service to someone that lies and tries to manipulate our company with their deceit.      

  Customer Answer

  Date: 09/28/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  I have cameras in my home and the entire conversation was recorded. I have spoken with my neighbors and they stated they recieved their cans within the last two months. I do not appreciate being called names since I have not done the same. I have provided all the text messages between me and the company as well. The company needs to replace my trash can that they broke. I have not received my refund and it’s almost the end of September. I did not respond to this company after filing due to their threats and behavior. Which I explained to them. All I wanted is to be heard and listened to but they had none of it. An owner should not yell at a customer who was not yelling at him and again I have the entire conversation recorded on video. 
  
  
  Regards,