Complaints

This profile includes complaints for American Disposal Services, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Disposal Services, Inc

  10370 Central Park Dr Manassas, VA 20110-4196

• 

  American Disposal Services, Inc

  PO Box 1326 Centreville, VA 20122-8326

• 

  American Disposal Services, Inc

  PO Box 1290 Centreville, VA 20122-8290

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:04/11/2023

  Type:Order 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.

  American Disposal is unresponsive to emails and phone calls. At the moment we're having an issue with AD being non-responsive about our emails about picking up their dumpster after we asked to terminate our contract as of March 31, 2023 due to relocation of the dumpster without our approval. We have emailed our account representative *********************** and ******************* on April 7, 2023, and April 10, 2023, respectively. Both of these American Disposal employees have failed to reply back to our last few emails, and even the ones we sent in March asking to terminate our contract. American Disposal employees display unprofessional and unresponsive behavior that clearly shows they try to lure clients in to signing predatory contracts. Luckily I signed my contract with a clause to cancel with 30 days notice, which I did in March 2023. For some background information, for the last almost 4 years the dumpster was right next to our back door in a designated parking space for the dumpster. Without any notification they moved the dumpster to a location far from our business suite, and placed it adjacent to our neighbor. Attempting to get any answers from them by email or phone calls was met with a complete lack of response from the account representative until I emailed them notifying that I am canceling the contract. The account rep only called me when we emailed all their email contacts we could think of serving a cancelation notice. The vibe was clearly unprofessional displaying complete lack of value for their customer base. The same is occurring now with their negligence about retrieving their dumpster when it is no longer needed, and a complete lack of response to any emails.

  Business Response

  Date: 05/08/2023

  Good morning, 

  We would like to apologize for any lack of communication the customer may have experienced with the mentioned representatives. Cancellation requests must be made in writing, as the customer did on February 27th, 2023. The letter was received on March 6th, 2023, and the account was closed on March 31, 2023, as requested. The dumpster was removed on April 20th, 2023. Unfortunately, due to mechanical issues with our container removal truck this was the earliest we were able to complete the removal. The outstanding balance due on this account is the container removal fee of $ 75.00. Please let me know if you have any further questions.

  Thank you, 

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

  Customer Answer

  Date: 05/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The company is now trying to add charges not mentioned in the contract despite their knowledge of the contract I have with them at the time of signup. The contract  doesn't mention any container removal fee, and I also was not notified of any such fee at time of termination in the email thread that I have with their representative **************************

  I was suspicious of their business practices at time of signup back in 2019 and made sure the contract had the following clause added: "Customer may terminate agreement upon 30 days written notice, with no termination fee."

  The fine print of their contracts is very favorable to their business and allows them to charge customers without recourse. For that reason I had the above clause among others added. A copy of the original contract is attached.

  I made this complaint to the BBB to highlight the predatory practices and poor communication of American Disposal.
  
  Regards,
  
  *************************

  Business Response

  Date: 05/23/2023

  Tody American Disposal has issued a credit for $75.00 to account # *********** in response the rejection of our response. The account balance is zero and the account status is closed. We greatly appreciate our relationship with ************** and hope it resumes in the future.  We apologize for any inconvenience this charge may have caused. 

  Best regards, 

  American Disposal Customer Service

  Customer Answer

  Date: 05/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  American Disposal's actions displayed predatory business practices using contracts that are heavily favored towards their side, which is coupled with lack of communication, and unresponsiveness to customer complaints unless they are brought in to a public forum. Other customers and potential customers should be made aware of this before entering into a contact with American disposal. 

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

• Initial Complaint

  Date:04/10/2023

  Type:Sales and Advertising 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 cancelled trash service as of March 2022 because of the company not picking up trash, not following through on phone calls made, and customer service committments not upkept. Up until March 2022 I had called at least a dozen times on getting these issues addresed which they never did. After I cancelled in March 2022, I continued to get bills for services not rendered, was told that I would be taken to collection even though I had not used/gotten any services. I had called and spoken with numerous different customer service agents who assured me that my account was current and that my garage bins would be picked up soon. The soon finally came (7) months later. I am still bein persued and now a collections agency has been brought in on my supposed ($348) bill. I called multiple times previous and was told that I would be getting a call back by a supervisor which never took place. As I was on autopay, I involved my credit card company which attempted to contact them to no avail either and the final outcome was a credit in my favor on my account due to good/******************** never recieved. This is one of the most dishonest and truly disgusting companies I have ever dealt with and need assistance in getting this supposed bill removed off my account and removed from collections.

  Business Response

  Date: 05/01/2023

  Good afternoon, 

   

  The service at ****************************************************************** was cancelled on September 23rd, 2022. All balances have been removed from this account and the account status is "Lost Account". We have no *********************** in process for ************************ regarding his previous account ***********. Please see attached statement of account which shows the account balance as zero. 

   

  Thank you, 

  Customer Service 

• Initial Complaint

  Date:03/13/2023

  Type:Product 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 want the charges that for the month they didnt pick up the trash taken care of and them to call me and restart my service asap

  Business Response

  Date: 03/23/2023

  One of our supervisors is aware and has been in contact with ******************** in regards to reported claims of missed collections. We have verified with video that we did collect the trash and recycling from this customers house and the account is still active. At this time, we are not going to be removing any credits or charges from this account.
  
  Sincerely,
  ******

• Initial Complaint

  Date:02/25/2023

  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.

  American Disposal was the trash company. We have requested (and pay) for paper bills to be sent regularly to the property for payment. No bills were received and in July 2022 it came to light, and outstanding balance was paid. In February 2023, it came to light that bills still have not been received and company has now sent the account to collections. They claim that it's not their fault that bills were not received but they say they were sent. We have not had a bill to be able to pay so were not aware of outstanding balance. Two different representatives gave me different amounts that were due. Neither was able to provide any invoices or bills that supported the amounts they were claiming. I was sent statements through Dec 2022 but nothing more recent. I requested to find a way to rectify this - including providing me correct documentation and ******, the manager that I spoke with, did not provide any.

  Business Response

  Date: 03/13/2023

  Hello,
  
  We just received your message in regards to your account.Our records indicate your account is registered for paper invoices. Once we send out the invoices by mail, we have no control on the process of delivery through the post office. We recommend you check with your postal service to make sure your mail is being delivered to the correct address. If you do have any questions in regards to your billing, you can reach a representative at the office at ************ or check your online account to see if there is a balance due.
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 03/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have no way of knowing whether an invoice has been sent or not.  I cannot pay a bill that I do not receive.  No other vendor or utility has had an issue sending me paper bills, nor receiving payment from us. Every time we have been notified of an outstanding balance, we have rectified the situation promptly.

  I have called customer service and spoke with two representatives before filing this complaint. Neither representative had any interest in rectifying the situation, they simply repeated that the account is in collections. They were also unable to send me a current statement - the most recent statement I received was from December 2022. I would like to resolve this situation so that the account can be closed. I cannot resolve this situation if you cannot provide clarity or transparency in a civil and respectful manner.  I am not disputing that a payment is owed for services rendered, however I am disputing the amount as you have not sent me written confirmation of  the amount.  I am also disputing that there is no grounds for sending the account to collections on an account that you have not verifiably and genuinely tried to receive payment on.

  If you could provide the direct contact information of a manager who is able to resolve this situation, I will call. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:02/03/2023

  Type:Product 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.

  Our recycling bin went missing on Dec 26, 2022; after waiting for a couple weeks for it to turn up I called American Disposal on Jan 11, 2023 to request a new recycling bin. I paid the $75 replacement fee via credit card (order number *******) for a new 96 gallon recycling bin and was promised a delivery date of Jan 19. This date came and went and we did not receive the bin. I have called American Disposal several times over the last few weeks requesting status of the delivery. Each time I called, the delivery date had changed. When I called on Jan 24th, American Disposal claimed that the recycling bin had already been delivered and suggested that they had a photo of the new bin at my address. I requested to see the photo and the representative on the phone conceded that the photo was only of a serial number and did not show the bin at my address. Further, after she spoke with her supervisor, she shared that the 96 gallon container I ordered was back ordered and that an updated delivery date could not be provided. The representative noted that the 64 gallon recycling bins were available but earliest delivery was Feb. 2. I confirmed we would have to accept the smaller size. The representative noted that the bins can be picked up at American Disposals office but only before 2:30pm. Since this is a 2 hour round trip for us, we confirmed we wanted the bin delivered as originally offered for Feb. 2. Today is Feb. 3. We have not received the bin we already paid for and have not been able to use the recycling service for 5 pickups since we do not have a bin. I called American Disposal this morning and learned that they did not have us in their system for delivery. Our new delivery date is now Feb. 16. We will have missed 7 pickups by the time we receive the replacement bin IF it actually arrives on the 16th. I have no confidence that the bin we already paid for will actually show up on the 16th. American Disposal was happy to take my money but has not followed through.

  Business Response

  Date: 03/10/2023

  Hello,

  According to our records, the container was delivered on February 16th, 2023.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 03/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:01/31/2023

  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.

  American Disposal is unreliable collecting my trash on a regular basis. Also, despite multiple verbal and written requests, they continue to leave our trash and recycling bins in the middle of our driveway on a weekly basis. I have explained to them that this creates a safety issue because I or a family member must exit the car in the street to move the bin before we can pull into the driveway. The truck must stop to pick up the bin and put it down. It's a simple manner of remaining stopped until the bin is placed back on the ground. Putting the bin in the driveway is either a deliberate decision, or the driver is incapable of properly controlling the vehicle. Either way, it's not my problem and the driver should be retrained, disciplined or terminated if he is unable to comply.

  Business Response

  Date: 02/16/2023

  Hello,
  
  I just received your message in regards to the services on your account. I am following up to see if you are still having missed collections or if the containers are still being put in the middle of the driveway. Please let me know if you are still having these issues so I can get this looked into for you.
  
  Sincerely,
  ******

   

  **This is the email I have sent out to the customer. As of right now I am waiting for a response back to see if the issues have been resolved or what steps we need to take if they have not been.**

• Initial Complaint

  Date:01/31/2023

  Type:Order 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.

  American Disposal Services has missed two recycling pickups in January, 2023 in our entire cul-de-sac. I reported this to the company yesterday, and was promised a pickup within 24 hours. This make-up pickup did not occur as promised.

  Business Response

  Date: 02/16/2023

  Hello,
  
  I show your account was given a credit of $2.43 for a missed trash collection on January 27th, 2023. That is the only missed collection that was reported to our office for the month of January. No further credits will be applied to your account at this time. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  ******

   

  **This is the email I have sent to the customer. There was only 1 reported missed collection for the month of January. We have already applied a credit for that missed collection. The customer verified they have been collected since. No further credits will be applied to the customers account at this time.**

• Initial Complaint

  Date:01/31/2023

  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.

  We pay American Disposal to collect our trash and recycling every Thursday. For the past 5 weeks, they have failed to collect our recycling on time and some weeks have not collected it at all. Each week, we have called and emailed and requested to speak to a manager. We are told to keep our recycling at the curb and by the time a truck comes, if they come at all, several days have passed, resulting in an unsightly collection of items at the end of our drive. Often animals and the weather will require that we pick up scattered debris. Despite our numerous efforts to redress this issue, no one from the company has returned our calls and the problem persists. We are paying for a service that is not being provided.

  Business Response

  Date: 02/20/2023

  Hello,
  
  It was reported on February 16th, 2023, that your trash and recycling was collected. We have tried to reach out to the phone number on file but it came up as invalid. Please call the office at ************ to verify which phone number is supposed to be on file or if you have any further questions or concerns.
  
  Sincerely,
  Customer Service

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  1/27/22- We own a restaurant in ************** and for two weeks this month already they haven't picked up the trash. I've tried calling their office multiple times in different days to work things out but the answering machine simply says that they are busier than normal and it hangs up. There is a sales rep that we are suppose to call to resolve any issues with our service but even he doesn't pick up and after leaving several voicemails we don't get a call back. We would like to cancel our service or resolve this in a civilized manner.

• Initial Complaint

  Date:01/23/2023

  Type:Billing 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.

  We had American disposal for a short while. Our entire neighborhood agreed to move forward with a county based trash collection service instead of private companies. We all cancelled on the same day and all trash bins were collected for the neighborhood in one day. I get a bill from American saying that our bins were never collected and they are charging us $175. Why would we keep the bins?????? I have contacted them 5 or 6 times and every time was ignored or nothing happened. I just received a call threatening to send me to collections if I don't pay. This is a scam. They lost an entire neighborhoods business and they are trying to scam people wherever they can. This is fraudulent and CRIMINAL! I refuse to pay and will sue if necessary!

  Business Response

  Date: 02/16/2023

  Hello,
  
  We just received your message in regards to the invoice on your account. I am following up to let you know all the charges have been removed from your account and your account is at a zero balance. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 02/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************