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:01/20/2023

  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 had a scheduled bulk pick up of two chairs on January 17. The entire day went by and the chairs were not picked up, and we had no contact by American Disposal to explain why. The next day, we contacted them and were told they would be by to get them by the end of the day. The 18th went by and no pick up again. We called again on the 19th, and same story without a pickup. It is now the 20th, close to the end of the day. We have called and tried to reach a supervisor with no call back. This is terrible customer care and the lack of service is unacceptable. Bulk pickup is a scheduled, paid service. It is now multiple days that weve been told something that doesnt happen. The chairs have been blocking a parking space, since each day we are promised theyll be picked up. I would never recommend this company and will likely be switching our service.

  Business Response

  Date: 02/16/2023

  Hello,
  
  We just received your message in regards to a bulk removal of 2 chairs that were scheduled for January 17th, 2023. Per our records, we show the chairs were removed on January 24th, 2023. If you still need assistance, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

   

  **I have emailed the customer to advise that according to our records the chairs were removed on January 24th, 2023. The customer did not report a missed collection for the chairs after that.**

• Initial Complaint

  Date:01/09/2023

  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.

  I cancelled my service with American Disposal Services on Nov. 7, 2022, because of their continued inability to provide the collection service they were charging me for. They agreed that I was owed a refund of somewhere between $77 and $81 (their estimate seems to vary), but also said it would take 6-8 weeks to send me a check. They would not refund my credit card as they said I had not used it with them for my last payment (although it had been used previously, so they had the number). American demands payment on receipt of their invoices, so I am curious that they are either unwilling or unable to pay their own bills expeditiously. It has now been 8 weeks and they still have not provided my refund. I would like my refund.

• Initial Complaint

  Date:12/20/2022

  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.

  I canceled my service with American Disposal Services of Northern Virginia as of October 31, 2022. I contacted them at the end of September to tell them I wanted to end my service effective October 31, 2022, and they arranged to pick up my containers that day. I was billed 3 months in advance of my service on September 30, 2022, billing for the months of October, November, and December. I paid $157.41, and was told that I would receive a refund of $104.36, and that it should take 3-4 weeks, since I made my payments with a credit card. I have called them at least 5 times now asking about my refund, always getting a different answer. The last call with them on December 15, 2022, I was told that they had to issue a check because it was past 30 days to credit my credit card. They were not able to provide a date that the check was or will be issued. I was also told on my call previous to the call on December 15, 2022, that the check was being issued from Texas, which I believe is the headquarters. It has been more than enough time to issue my refund, they have already been paid for the service in October, and have received their bins. Can you please get a resolution from them?

  Business Response

  Date: 01/05/2023

  Hello,
  
  We just received your message in regards to the refund on your account. I have sent this into the accounting department to get this looked into. We will reach out as soon as we get any updates.
  
  Sincerely,
  Customer Service

  Business Response

  Date: 01/13/2023

  Hello,
  
  According to the accounting department, the check was sent in the mail on December 18th, 2022. It may have been delayed due to the Holidays. You should be receiving your refund soon. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 01/15/2023

  [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:12/18/2022

  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.

  Yard debris was not collected on 12/16/2022 as scheduled. Please pick up the yard waste and issue $5 credit to my account for services paid for but not rendered. Further, American Disposal needs to provide a business improvement plan to improve pickup service of yard debris. You have missed collections too many times this past few months.

  Business Response

  Date: 01/03/2023

  Hello,
  
  I just received your message in regards to your yard waste collection. I was following up to see if your yard waste has been collected yet or not. If it has not, may I ask what your yard waste is packaged in. Please let me know so I can better assist you.
  
  Sincerely,
  ******

  **As of right now I am waiting for a response from the customer to see if the yard waste was collected yet or not.**

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 was quoted of a quarterly rate of $90 when I switched my trash service to them. But they immediately started charging me $102.30 right after I started service with them. I called to talked to their rep, one of them said he would have it corrected, and he sent me an email proof at my request. He told me not to pay and wait for the next invoice. When I received the next invoice, it was not corrected, and I was charge late fee. I called them, the 2 reps I spoke with said it can't be corrected, and just hang up on me. Each time I called, I had to wait in the queue for almost an hour to talk someone. I had requested to talk to a supervisor many times, but was always told that they are busy, and will call me back. But I never received a single call back. Also, they never picked up yard waste, even though it is part of their service. It's been over 5 weeks now since I have my branch bundles out there, but they never pick them up. I have called week after week, day after day, and spent so many hour waiting in their phone queue, and I was told they would come pick it up the next day or next week, but they never do. I finally got to talk to a manager named ******************* on 12/8 and explained to him the situation. He said they don't even come to my neighbor to pickup yard waste, and promised that he would talk to their operation manager and make sure they add the route and pick up my yard waste by 12/9. I requested for his phone number so I can call him if they don't come to pick it up again, he said he had no phone number, but said he would call me on 12/9 to make sure they pick it up. But they still did not come 12/9 and did not pick up my yard waste. And I never got a call back from the manager either.

  Business Response

  Date: 01/04/2023

  Hello,
  
  We just received your message in regards to your account. The starting rate in your area at this time is $126 per quarter. You are currently paying $102.30 per quarter. We are not able to lower your rate at this time. As for the yard waste, I have sent this into Operations and we have flagged your address for collection. Please leave your yard waste on the curbside and we will collect by the end of the day. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 01/04/2023

  [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:

  1. Quoting customer a certain price and then rise it right after the customer makes the switch to their company is not ethical.

  2. American Disposal Service has been consistently over charging me by overlapping the beginning and ending months for each invoice, which is supposed to be quarterly, but they invoice me every 2 months, instead of every 3 months.

   On 9/1/2022, they send me an invoice for 9/1/2022 - 11/30/2022.

   On 11/1/2022, they send me an invoice for 11/1/2022 - 1/31/2023, which charges me twice for 11/1-11/30.
  

  On 1/1/2023, they send me an invoice for 12/12/2022 - 12/31/2022 and 1/1/2023 - 3/31/2023, which charges me twice for 12/12/2022 - 12/31/2022 and 1/1-1/30.

  3. Every time I call their customer service line, I have to wait for almost an hour to talk to someone.  And when I finally get to talk to their agent, for example about the above billing issues, I was told that no one from their accounting department is available, and someone would call me back.  I have been promised a callback over 20 times, no one from their company ever calls me back.  Therefore none of the issues are ever resolved, and I have to call in and wait for an hour again...  This happens over and over again.

  Regards,

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

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  During the last two months my husband and I have to wait on hold every week to speak with someone at the American disposal company. Every week we are "allowed" 10 bags of yard waste that American claims it will pick up. However, every week they fail to do so and we have to call. Every week the agent states they will send someone out to pick up and they will "comp" us for that service. However, they never come and pick up. Now we have over 20 bags that sit and sit each week bc it never gets picked up. The "comp" is 1$ off of our bill. How is that comping us for a service we never receive for over two months but have to pay full price for? It is unsanitary and fraud. I should be FULLY compensated for time to wait on hold for over 30 minutes to ask for a service I pay for and continue not to receive. The agent tried to get ahold of a supervisor but stated she was unable to and to try back again next week?!!!!!! I also want our yard waste picked up IMMEDIATELY. ALL of the bags.

  Business Response

  Date: 01/04/2023

  Hello,
  
  We just received your message in regards to missed yard waste collections. I have notified Operations of the missed collections and we have flagged your address. Please leave your yard waste on the curbside and we will get your yard waste collected for you today, 1/4/2023. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 01/08/2023

  [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:Picking up yard waster for over 2 months with several attempts made by myself and my husband along with two calls to try to reach a supervisor who never responded to get this resolved is not ok. I do not want to have to go onto BBB everytime I need a service that I am paying for to be done.

  I want a REFUND for the amount of time spent to call to have a service that I PAID FOR AND NEVER RECEIVED. Yard waste with the service we pay for should be each week. However, we received it one time when the BBB got involved.  1 dollar off for each week is not equivalent to the service that we pay and never received. We paid for a service that we never received until we had to file a complaint with the BBB and that was at the end of the quarter. If my overall bill is over 100 then my new bill should be adjusted to reflect 70 since I only received two out 3 services. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/08/2022

  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.

  American Disposal Services Billing For Services Not Used. You may be paying extra for add-on services you are not using. I never used their yard waste service, I only used their other two services, Trash and Recycling.I think it is very wrong to be required to pay for an add-on service that you do not use. Here is what I was told on the phone by one person and again by another person via this email today by American Disposal. So I got it in writing from ADSs. The below was in response to me asking for the add-on yard waste fee to be removed from my bill.---------- ********* message ---------From: *************** <******************************************>Date: Wed, Dec 7, 2022 at 3:19 PM Subject: RE: AMERICAN DISPOSAL SERVICES, Inc. | Account *XXXXXXX To: ******* <***********************> The county requires us to charge for this service regardless of if you use it or not. Because I opted in for paperless billing I have overlooked an additional new service ADS added without authorization. Shame on me for not looking at my electric bills! I see starting 12/1/2021 (ONE YEAR AGO) a new charge of $10.50 for YEAR WASTE SERVICE, which on 12/1/2022 increased to $11.55 I have never used ADS's yard waste services, nor did I ever authorize are request this service be added to my account Please remove this add-on service from my account, and credit me for at a minimum for invoice 12xxx dated 12/1/2022 A third person (a manager) at American Disposal told me the other two American Disposal employees were incorrect, that Prince William County does not require them to bill extra for serviced not used, but rather it is the policy of American Disposal to bill customers for extra services even if they do not use it.

  Business Response

  Date: 12/09/2022

  Hello,
  
  We just received your message in regards to the yard waste charges on your account. We sent out notifications around August/September in 2021 depending on your billing cycle. It is company policy to separate the yard waste charges from the trash and the recycling. We will not be removing the yard waste charges from the account. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

  **Hello, This is the email I have sent the customer. This is a fee we will not be able to remove.**

• Initial Complaint

  Date:12/05/2022

  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.

  Their drivers come 3-4 times a week at 5:30 am (sometimes earlier) and allow their back-up beeper to chime incessantly while banging dumpsters for up to 30 mins sometimes. There is no consideration what-so-ever for the people who live nearby.

• Initial Complaint

  Date:12/04/2022

  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.

  Hello, This is my second complaint against American Disposal. I canceled my services with the company because they never picked up my trash/yard waste/recycling and charged me for the services they did not perform. They failed to pick up their canisters and sent me an invoice for $240.32 for "toter not returned charge". The invoice further included a finance charge of $5 and a previous balance of $35.32 though I had already paid my account in full and have a posted and cashed check noted with the same on it when I sent in my notice of termination of services for failure to perform. I got tired of canisters junking up my sidewalk so I personally drove them to the business and left them with a worker named ****** and personally met with the account manager **** who stated he would clear the account. This has NOT been done. Please immediately send confirmation of closed account and $0.00 balance. Our account is paid in full and I never want to hear from American Disposal again. They are crooks and continue to try to rob you of money they have not earned.

  Business Response

  Date: 01/05/2023

  Hello,
  
  We just received your message in regards to the charges on your account. Upon review, we will be removing the charges of $25.32 from your account along with the late fees of $15 due to the past due balance as a courtesy. This will bring your balance to zero. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service
  
  

  Customer Answer

  Date: 01/11/2023

  [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:12/03/2022

  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.

  Despite having discussed continued pickup issues and rate increases with multiple folks in leadership, the company has decided to raise my rate without notice. In July of 2022, I was advised that I would be able to keep my quarterly rate the same for the foreseeable future. Unfortunately, this changed on my most recent invoice which I received on December 1st. When I attempted to reach out to customer service, they did not seem concerned at all and essentially advised me that there was nothing that could be done and that they would not continue to honor the rate that had been placed on my account earlier this year. When I asked why customers were not notified of the increase, I was not provided any type of relevant rationale. I then proceeded to reach out to *** in corporate who did not appear to want to honor previous rates either, and instead decided to inform me that due to rising costs, the rate was increased. While I understand that everything has increased in price, I do not understand why customers such as myself were not notified on the increase PRIOR to it going into effect. All customers deserve to be notified of a price increase regardless of the reason why. Furthermore, if a company has agreed to lock in a certain price as has been the case with American Disposal now for over a year, I do not understand why it would be taken from me as a loyal customer. This company apparently does not care about customer loyalty or previously agreed to terms within the same year. The lack of customer service, regular issues with trash pickup, and nonchalant attitude of the employees is unacceptable.

  Business Response

  Date: 12/19/2022

  Hello,
  
  We just received your message in regards to the billing on your account. Our rates are subject to change at anytime due to Operational costs. We can not guarantee a rate for a certain time frame. We realize that rate increases are never welcome in these times, as everyone has cost concerns.We are being greatly affected by higher fuel charges and labor shortages. At this time you are currently paying the lowest price we have and are unable to lower your rate. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 12/20/2022

  Complaint: ********
  
  I am rejecting this response because it does not address the issue at-hand which is that American Disposal DOES NOT honor their word when it comes to rates (I had been able to keep the rate I have had for years all the way up until the last few months) and ZERO notice was given about any plans to increase my rate. Customers need to be given ample notice in order to allow them to either dispute the increase, or search for an alternative waste pick-up provider.

  Furthermore, I attempted to call the office as per their latest message and requested to speak with someone in corporate (not the ******** office). Once provided the contact information for the corporate office in Texas, I was assured by **** that a ****************** would be calling me yesterday. I never received any follow-up, nor did **** or anyone else at the company appear phased by the frustrating experience I have continued to experience with this company. Absolutely pathetic!

  American Disposal needs to take customer concerns seriously and stop treating us like the trash they are supposed to be picking up! This is COMPLETELY unacceptable.

  Regards,
  
  *********************