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:12/02/2022

  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.

  We bought a home and cancelled American Disposal trash service from this rental **** ****** ************* address in September 20, 2022. And billing would be stopped the 4th of October We placed trash containers at the curb prior to moving out. American Disposals email said they would be picked up Oct 12, 2022. Mind you American Disposal Service, weekly forgot to pick up trash and recycling on time or at all. Now they are saying the bins were not picked up or there when they came, but yet we are still being charged. I called American Disposal and Jacqueline said we will continue to be charged? When they consistently forget our trash. How can one say they forgot or picked the bins up and are ripping me off. I emailed the Home Owner who is Military and lives in Florida to see if they can get someone to check if the bins are there? Meanwhile American Disposal said we owe $259 and rising as the bins are the customers responsibility? Where is the responsibility of not picking up our trash on time ever? I have emailed complaining several times about their service and with no response. But yet they hold the customer accountable for their mistakes?

  Business Response

  Date: 12/16/2022

  Hello,
  
  Upon review of your account, we will be removing the container charges from your account bringing your account to a zero balance. If you have any further questions or concerns, please feel to call the office at ************.
  
  Sincerely,
  Customer Service

• Initial Complaint

  Date:12/01/2022

  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.

  American Disposal Services, Inc. is supposed to be collecting our trash, recyclables, and yard debris once a week. At first it was supposed to be trash collection twice a week. But, then, that got changed to just once a week. So, trash and recyclables were supposed to be collected on Fridays and yard debris on Wednesdays. Because of constant delays in not doing their job as scheduled, they decided to pick up everything (that is, trash, recyclables, and yard debris) on Wednesdays.In essence, they kept charging the same amount of money as before, when they changed the trash collection to just once a week.Still, we're having the same problems again and now, they don't even pick up. Our trash and recyclables have been on the street since November 23, 2022. I called them several times last week, and they assured me it would be done. Now, it's December 1, 2022, and the trash and recyclables from last week plus those from this week are still out on the street. I called again at least a couple of times yesterday and today, and again they gave the same assurances, but nothing gets done. I tried to talk to a manager/supervisor and left my contact info, but I did not hear from them. The outrageous thing is that they keep raining rates, but they are not delivering. I would like to ask Better Business Bureau tto contact American Disposal Services, Inc. to get this situation resolved once and for all, These people do not do their job, but at the same time, they're charging me and other customers more money, each time we are billed. This is not right and needs to be fixed.

  Business Response

  Date: 12/16/2022

  Hello,
  
  Upon review, your account was cancelled effective December 13th, 2022. If you have any further questions or concerns, please call the office at ************.
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 12/20/2022

  [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:12/01/2022

  Type:Customer Service 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 Recycle materials pick up:Company has missed pickup on Friday, November 18. When I called, they cold me pick up on Tuesdays, no Friday. Therefore, I put recycle out on Friday and was not picked up. I reminded them of saying pick up for recycling schedule is confusion because recycling schedule is not published on their pick up schedule. Trash pick up and yard waste pickup is published but not recycle pickup. In short, they have given themselves a blank check to say whatever day they want that recycle items will be picked up. And, therefore they never miss a pickup because they deny telling me they give different dates. I have contacted American Disposal requesting to publish the recycling pick ip date but they have not done that. Seems they dont want to hold themselves accountable by putting the recycling pick up date in writing for customers to see. This is a terrible customer service company. They have missed weeks upon weeks of not picking up anything (trash, yard clippings, recycling for weeks at a time)When I have asked for a refund, I am told they dont have a complaint on file even though I have called numerous times. Of corse no file is on file if they are not documenting my complaint calls. Therefore, I am now putting all complaints in writing so my issues will be on file.My request is to ask your involvement t to ask American Disposal to include publishing their recycling pick up schedule for all areas to eliminate future confusion as well as hold American Disposal accountable for pick up on the dates they publish. They are a very slippery company who I can assure you are the negative talk on the neighborhood on the neighborhood information app as well as personal conversations with neighbors. Thank you for any help you can provide

  Business Response

  Date: 12/16/2022

  Hello,
  
  We just received your message in regards to the service days in your area. Your service days are on Fridays for trash, recycling and yard waste. You can find your pickup schedule on our website by going to AMERICANDISPOSAL.COM.From there you will need to go where it says pickup schedule then type in your address. From there it will give you the service days for your address. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

• Initial Complaint

  Date:11/26/2022

  Type:Customer Service 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 have been customers of American disposal since August 2017. At first the service was great, 2 pickups a week. Service has slowly deteriorated over the past few years. We are now down to one pick up per week and our pickup day of the week has been optimized by American Disposal to Thursdays. This day change was effective October 3rd and American Disposal indicated that this would reduce service issues as they completed an extensive overhaul of operations in our county. Unfortunately, the exact opposite is true. In the past 5 week, 3 recycling pickups have been missed for the whole street. Despite issuing notification to American Disposal on multiple occasions they have never sent a truck out to pick up our recycling. No email indicating possible late pickups were ever sent by American Disposal, nor has there been any acknowledgment of their neglect to pick up our recycling except an automated email response. In addition, on Oct 26th 2022, we were notified of a 10% billing increase due to higher operational costs. While I understand that operational costs have been increasing, we are now being asked to pay more for unreliable services. At this point, it is a guess if we will have our weekly service or not. This is not acceptable customer service and our beautiful neighborhood is getting used to seeing a regular occurrence of trash on the street and garbage bins at the curb for an entire week.

  Business Response

  Date: 12/28/2022

  Hello,
  
  We just received your message in regards to missed recycling collections. I show on your account that last time a missed collection was reported was on 11/29/2022. I was following up to see if you are still having issues with your collections. Please let me know so I can get this looked into for you.
  
  Sincerely,
  ******

• Initial Complaint

  Date:11/25/2022

  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.

  My HOA (******** *****) uses American Disposal as our garbage provider. Lawn bags are not being picked up - resulting in bags molded due to weather outside and residual from sitting on the curb for too long. I've address this with my HOA and American Disposal several times over the past year and resolution has been achieved. I even called American Disposal today and was advised that a separate truck is routed to pick up yard waste on Thursday's and one would arrive prior to 7pm today. I've lived here for about 4 years now and I have never seen a separate truck pick up the yard waste. When the bags are picked it, it was always the regular trash crew. Also, it is 9pm now, and the lawn bags still have not been picked up yet. Issue #2 - Trash crew is leaving the trash bin infront of my mailbox when bins are left prior to pick up on the opposite side of my driveway. I've received a few letters from the mailman about trash bins blocking the mailbox. Our HOA has addressed this with American Disposal but nothing has been corrected.

  Business Response

  Date: 01/05/2023

  Hello,
  
  We just received your message in regards to your yard waste collection. Upon review, the yard waste collection days for your HOA is on Thursdays. Please leave your yard waste is brown paper bags, a personal container labeled yard waste or bundled up with rope by 5AM or the night before on service days for us to collect. If you have any further questions or concerns, please feel free to call the office at ************.

• Initial Complaint

  Date:11/20/2022

  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.

  Account # *********** This is the 2nd week in a row that my trash has not been picked up as scheduled. According to ****** reviews, they have stopped twice a week trash pick up and sent out an email stating as such. We never received that email. Not only am I still being billed the rate for twice a week pickup, but they have increased my bill by 10%. So Im paying more $$ for less service and not even getting said service. They dont even send me the generic your trash pickup will be late/delayed email anymore. Calling is like trying to reach the *** as everytime I call Im caller 59 or some such ridiculously high number in the call cue. Im almost ready to go through my bank and dispute this latest charge as they are not delivering the services that I signed up for. If I could cancel online I would but I cant. They dont adjust your bill when they miss weeks at a time and again they took services away but increased the price, its almost robbery. Adjust my bill or deliver the services as promised!

  Business Response

  Date: 12/15/2022

  Hello,
  
  I just received your message in regards to your account. I show you still have twice a week collection. Your service days are on Mondays and Thursdays for trash, Thursdays for recycling and Mondays for yard waste. We do ask that if you are missed for any reason that you call into the office. I was following up to see if you are still having missed collections for your trash. If so, which day(s) are you being missed on? Please let me know so I can get this resolved for you.
  
  Sincerely,
  Ashley

  **I have emailed the customer their service days. It is still twice a week collection. I have asked if they are still having issues with their collection so I can get this issue resolved. I am just waiting for a response back now.**

• Initial Complaint

  Date:11/16/2022

  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.

  My yard waste (and also my entire street's) has not been picked up in a month. I've sent multiple emails and tried calling the company multiple times to file a complaint with them but its very difficult to speak to someone. Finally, last week after being on hold for like 30 minutes, I filed a complaint over the phone, the person said to be patient that their "routes" have recently changed and that the drivers need to learn the new routes. It shouldn't take a month for my waste to get picked up if im paying all my bills on time. They promised that the trash will get pick up this week, but as today Wednesday (which is their new pick up day my yard waste still sits at the entrance of my driveway rotting for a month. This company is one of the worst companies I've dealt with and they are only taking money from their customers and not providing the service I'm paying for.

  Business Response

  Date: 12/08/2022

  Hello,
  
  I just received your message in regards to missed yard waste collections. I was following up to see if your yard waste has been getting collected. Please let me know if it has not been collected yet so I can get a truck out to you.
  
  Sincerely,
  Ashley
  
  **I am waiting for a response from the customer to see if the yard waste has been collected yet.**

• Initial Complaint

  Date:11/14/2022

  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.

  This company has continually not pick up the yard work, recycling (left in the street), trash left out in the street. Times where they have not picked up my trash but everyone else on the block. I only pay for one pickup a week and half the time they mess that up. They have even given me a price break to stay with them but it has not help the fact that today the took TV trays out of a box to be thrown away with recyclables and they just threw them on the street and left. I called the company and said they wont recycle that and I asked then why didnt you just throw them in the trash not on the street. They gave no reason.

  Business Response

  Date: 12/08/2022

  Hello,
  
  I just received your message in regards to missed trash, recycling and yard waste collections. I was following up to see if your items have been getting collected or if you are still having missed collections. 
  
  Sincerely,
  Ashley

  **Waiting for response from customer if items were collected to see if I need to get a truck out for collection or not.**

  Business Response

  Date: 12/09/2022

  Hello,

  I have emailed the customer to see if their trash, recycling and yard waste have been collected. I heard back from the customer on December 8th, 2022, with the customers response of "Yes."

  Customer Answer

  Date: 12/15/2022

  [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 email only stated did your trash get picked up and yes it did get picked up but they left bags with the leaves and they didn't pickup the recycling.  I had to take the recycling and leaves to the dump myself.  They are getting worse not better.  I had to stop the trash company this week to make sure they picked up my trash and recyclables 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service 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.

  After multiple years as a loyal customer, I terminated my service with American Disposal services in September 2022 finding a competitor could deliver an increased volume of service for a lower price than American's current rates. I had recently paid my quarterly bill, so upon notifying customer service of my intention to cancel, I was advised to leave my dumpster bins out front of my house for pickup and then upon collection on 10/4, I would be refunded. The bins were not picked up on 10/4. Expecting a reasonable delay, I waited a few days and phoned American's customer service on Friday, 10/7 to ask about status. I was advised then that dumpster pick ups were delayed and that my dumpster pickup had been summarily cancelled and rescheduled for Tuesday, 10/11. I was not notified as a customer of this cancellation and risked a challenging my neighborhood ordinance/policies about leaving dumpsters in plain sight for an excessive number of days. In good faith, I waited for pick up on Tuesday 10/11. It did not come then or the next reschedules of Tuesday, 10/25, 11/2, and 11/8. Each time, no change notice was provided and I had to wait on hold 30-45 minutes to learn my status. I have no confidence in pickup after five reschedule/cancellations. I requested an account closeout and refund of my excess payment during my last two customer service calls. I was advised by customer service that they would request this from the manager, however the manager then advised this was not possible pending the pickup of the bin. On my last two calls, I explicitly asked to speak to the manager. He was identified as having the first name of Mark, however, the customer service agent refused to give me Mark's last name by company policy. I have asked for calls back from Mark to discuss account close out and timely crediting of my excess funds on the account regardless of his business' intention to pick up their trash toters. The company has refused to return my call to discuss.

  Business Response

  Date: 11/28/2022

  Good afternoon, 

  The containers have been returned as of November 23rd 2022. A refund in amount of $63.79 is in processing for the customer. Please allow approximately 6-8 weeks for processing. We apologize for the delay in removal of the toters. If you have any further questions please contact customer service at ************.

  Thank you, 

  Customer Service

• Initial Complaint

  Date:11/11/2022

  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.

  American Disposal has frequently missed garbage pick- ups which they have even now cut back to once a week. So garbage, recycling and yard debris are now all picked up on the same one day a week, Thursday. Yesterday, they only picked up 3 bags of yard debris instead of their maximum of 10 bags, as they state in writing. I called, and emailed 6 times and was told the truck would return to pick up the remaining bags. The bags are still there and now it will rain all day. So they are breaching their contract as they were at my house but did not fulfill what I am paying for in the contract. They have previously missed weeks of yard debris pickup resulting in the bags rotting at the curbside. They don’t provide the service they charge for and lie to customers snd tell them the garbage truck will return to pick up what they have missed.

  Business Response

  Date: 11/28/2022

  Good afternoon, 

  We apologize for the delay in yard waste collection; along with, not collecting the maximum 10 bags on the pick up for November 17th 2022. Two missed pick up credits have been issued to your account for November 10th and November 17th 2022. i have also passed along the complaint to the Operations department so this can be discussed with the crew who services this route. Please contact customer service at ************ if you have any further questions or concerns.

  Best Regards, 

  Customer Service