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 1290 Centreville, VA 20122-8290

• 

  American Disposal Services, Inc

  PO Box 1326 Centreville, VA 20122-8326

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:10/18/2022

  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.

  I am a customer of American Disposal from Last 10 years. It usually happened in the past that they skip my trash once in a while and they pick up the next time. But, lately it happened that they stop picking my trash for 3 to weeks in a row. I talked to their Customer rep that my trash is not getting picked from last 3 weeks and asked, if there is an issue on my end that causing my trash to not pick. I keep getting told that my case is getting escalated to their supervisor and was told to keep my trash been left outside my house as someone will come to pick it up. Now it's been a month and no one came to pick my trash. My garage is smell like rotten waste. My front yard is been infested by Racoons. I keep spraying bleach and it's not stopping Racoons from coming back. I even had a Bear came to my Front yard due to Trash been sitting out for a month now. I can't send my kids out due to all of the issues that's been created by American Disposal. My family is getting PTSD regarding the trash days and still today no one picked my trash again.

  Business Response

  Date: 11/02/2022

  Good morning, 

  American Disposal has resolved this complaint with the customer directly. A credit of $25.03 was issued for the missed collections on October 25 2022. We have also removed all waste as of October 25 2022 from the curbside. 

   Thank you, 

  Jayme M********

  Customer Service Representative 

• Initial Complaint

  Date:10/14/2022

  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.

  I have been put into collection in August after making a payment in July without any notification and the amounts do not add up. Now they want double the amount, but they are still servicing me as of today. A csr helped me back in June when I made a payment of $97 and to set up auto payments and they never took the payments out and it clearly shows online that I did. They refused to help me. I asked to speak to a manager and was told someone will call me back.

  Business Response

  Date: 10/23/2022

  Good afternoon,
  
  I have reviewed an account for *********************************** located in Manassas, VA *****; however, the name on the account does not match the name listed on the complaint. This account was sent to collections due to unpaid invoices. Listed below is a breakdown of every charge between October 1, 2021, and present day. Please let me know if you have any questions.
  
  The account history between October 1, 2021,until present day shows 4 billing quarters as the following:
  
  November 1, 2021 - January 31, 2022
  February 1, 2022 April 30 2022
  May 1, 2022 July 31 2022
  August 1, 2022 - October 31 2022
  
  The first billing quarter a service charge in the amount of $93.58 was invoiced on October 1, 2022, for service to be provided November 1, 2021- January 31, 2022.
  No payment was received, and the customer was issued two (2) late fees of $5.00 each on December 30, 2021,and January 31, 2022.
  
  The second billing quarter a service charge in the amount of $93.58 was billed on February 1, 2022.
  No payment was received for either outstanding invoice as of February 28 therefore a late fee was issued in the amount of $5.00. Thus, bringing the total amount due as of February 28 2022 to $189.37.
  
  A payment was received on March 21, 2022, in the amount of $98.58. Leaving a remaining balance due of $90.79.
  
  A late fee of $5.00 was issued on March 31, 2022.
  A late fee of $5.00 was issued on April 29, 2022.
  
  The third billing quarter a service charge in the amount of $90.69 was invoiced on May 1, 2022.
  
  No payment was received for the outstanding amount due of $ 191.48 was made and late fees were issued on May 31 and June 30, 2022, at $5.00 each.
  
  As of July 1, 2022, the amount due on this account was $201.48
  
  On July 14, 2022, a payment was received in the amount of $95.79, leaving a balance due of $105.69.
  
  On July 29, a late fee was issued of $5.00 for the overdue balance.
  The fourth billing quarter a service charge in the amount of $90.69 was invoiced on August 1, 2022, bringing the balance due to $201.38.
  A late fee was issued on August 31 in the amount of $5.00.
  
  On September 28, 2022, the account balance of $206.38 was sent to collections.
  
  A payment if the amount of $100.00 was made on October 17, 2022.
  
  Thank you, 
  Jayme M********

  Customer Service

• Initial Complaint

  Date:10/10/2022

  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 started new service with this company on Sept. 23, and on Sept. 18, they emailed me (I did not see the email, and they have my number and my address) informing me that in order to receive the larger trash cans I paid for, I had to place existing receptacles EMPTY outside the property on Oct. 4 -- five days after the Friday Sept. 30 trash pickup date when the receptacles were obviously already partly full. The company then changed the trash pickup date without informing customers, unless you happened to call in or visit their website, from Friday to Thursday, so I missed the pickup date on October 6. As a result I now have a crammed trash can and stinking trash in my garage. After being on hold for an inordinate amount of time trying to fix the problem, I was yelled at repeatedly by a company employee as I tried politely to explain that it was not reasonable to now ask me to wait until October 18 to receive the new trash cans I have been paying for since Sept. 23, since the only way I can do that is to again put out my trash can empty when my garage is already accumulating trash and will by then have another five days of trash in it. I offered to pick up the trash cans myself and he yelled at me that was not going to happen. I asked if I could receive a special pickup and he again yelled at me that was not going to happen. He then started using game day analogies and said I was not going to speak anymore because he was going to take the floor and explain to me why all these things were not going to happen. He still didn't understand the issue by the end of the call so I asked to speak to a manager. I was left on hold again for ages and then rudely informed there was no manager who could speak to me. I have never experienced such rude customer service in my life, not to mention that it is completely unacceptable for this company to not do the one thing I pay them to do -- pick up my trash and provide the larger receptacles I paid for.

  Business Response

  Date: 10/14/2022

  Good morning,

  Thank you for bringing this to our attention. I have contacted the customer directly upon the receipt of this complaint to advise her of the change in schedule and issued credits detailed below. 
  

  Scheduling of the container swap has been adjusted so the 96-gallon containers will deliver two weeks prior to the removal of the 64-gallon containers. A credit has been issued to **. ******** for the difference in price between the two sizes of containers during the time period beginning September 23 2022 through October 18 2022. Missed pick up credits have also been issued for all three collections scheduled on October 6 2022 that the customer did not receive.

  Management has also reviewed the recording from the October 10 conversation with the customer service department. We apologize for the unsatisfactory customer service ******************** experienced during this phone call. The customer service agent mentioned in the complaint has received additional education in company expectation of the customer service experience.
  

  Thank you 

  Jayme M********

  Customer Service 

• Initial Complaint

  Date:10/06/2022

  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 repeatedly misses trash pickup service dates, leading to trash being left for up to a week in the neighborhood. Repeated attempts at reaching customer service for a resolution have gone unanswered by the company. Since purchasing my home in June 2022, I have not witnessed a single week of trash pickup service where they arrived on the promised and contractually agreed-upon dates. This week, American Disposal sent notice that they would be changing their service schedule to one day per week to improve consistency of service, and that my community would be switched to Tuesday pickup effective 10/4. No service arrived on 10/4, no service has still arrived as of 10/6. Company refuses to engage in conversation I would like to discuss some form of discount or refund for the extremely poor service. We pay our utility bill on time, every time, and I am getting no service for my money.

  Business Response

  Date: 10/13/2022

  Good afternoon,
  
  This email is in response the complaint from ************************* of **************************************Springfield, Virginia. This individual does not have an account with American Disposal; however, receives waste removal service by American Disposal through ************* HOA.  The individual contacted customer service twice in approximately twenty four hours regarding the missed collection for ********* HOA.
  
  Appropriate steps were taken to resolve the issue and the neighborhood did receive collection before weeks end. We can not offer the individual homeowner a refund or compensation for delayed services because they do not have an account with American Disposal Services.
  
  Any collection issues that have occurred due to the re-routing of the entirety of Fairfax County is being resolved within a timely fashion. GPS tracking of the truck and crew who services ********* HOA clearly shows the crew provided the collection, as scheduled, on October 11th,2022.
  
  Thank you

• Initial Complaint

  Date:09/27/2022

  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.

  This business is a fraud. Routinely has missed pickups, but now has not picked up recycling three times in a row. Canceling my service and disputing the charge. Enough is enough.

  Business Response

  Date: 09/29/2022

  Good morning, 

  I have completed a review of the account ****- ****** for ***** ******* ** regarding the complaint of missed recycle collection. The customer has contacted American Disposal one time during 2022. The one missed collection reported by this customer occurred on September 22 2022 through our website. The customer was responded to within 24 hours of submitting the online complaint after business hours. The customer did not request credit nor report any additional missed collection. I have added notes to the account and created work orders for the next several weeks to ensure an improvement with the recycle collection moving forward. I have also requested a missed pick up credit for the reported missed collection on September 20th for recycle. Please report missed collections and/or request credit through customer service via phone or our website prior to the next scheduled service day so we may have an opportunity to resolve the issue as soon as possible. 

  Thank you 

  Jayme

• Initial Complaint

  Date:09/18/2022

  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 am filing a complaint against my trash and recycle company: I have had a lot of issues with company for not picking up trash or recycle for weeks. We used to have twice a week pick up for trash. As of last year they increased the quarterly charges and decreased the pick up to one a week. For the last 6 months they have been picking up once a month and thats by me calling them. The wait times on the phone are more than one hour . This is causing a lot of environmental issues. The animals get in thrash cans and all the trash are outside. Keeping trash out in this heat causes a bad order in our neighborhood. Every time I call I cannot get through the company and when I do talk to a representative they always tell me oh leave the cans on your driveway and they will be picked up. I finally spoke to an agent and asked them to cancel my service and have your truck drivers pick up the last trash and containers. Something has to be done about this company. Where ever I drive by and this American trash service servicing that area trash is all over the street the containers are overflowing and you can tell nothing has been picked up for weeks. The company is saying they are short stuff but thats not our problem because we pay for a service that we are not getting. I am asking them to refund all my money for the last quarter since they only picked up 2 times. My neighbor has taken my trash to his container couple of times since he uses a different company.

  Business Response

  Date: 09/26/2022

  Dispute Resolution Team
  [email protected]
  Phone: 202-638-2477
  
  Re:   Complaint ID ********;  *************************
  
  Dear Dispute Resolution Team,
  
  Thank you for the opportunity to respond to the complaint filed from our customer, *************************.
  
  The customer contacted American Disposal on Saturday July 9th with an online report of missed trash. In response to this missed collection report, credits were issued for the missed collection dates with collection completing on Tuesday July 12th. The customer did not report another missed collection again until Thursday; September 15th and at this time requested the account closed effective September 30th,2022.  The refuse was removed from the curbside for this customer as of September 21st , 2022. Missed pickup credits are issued upon request of the customer when a missed collection is reported prior to the next scheduled service day.  At this time missed pick up credits have been issued for the reported missed pickups in July and September.
  
  The customer currently has an outstanding balance due on the account of $ 33.41. The balance is due to personal check returned from the customers financial institution with a Stop payment hold initiated by the customer.
  
  American Disposal values our customers and their satisfaction with the service we provide. Internal measures have been taken to improve the timely collection for this area and every American Disposal customer moving forward.
  

• Initial Complaint

  Date:09/09/2022

  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.

  I am writing to voice ongoing concerns with waste pick up/recycling/and yard waste in my neighborhood (and apparently county wide). Last fall, I was having so many problems with Republic Services that I opted to change to American Disposal. Initially (for 1 or 2 months), service was reliable and as scheduled. However over the past several months, American has continually missed pick ups, delayed picks ups, reduced services, and now plans to increase prices. Since Nov. of 2021, American has notified us of delay or possible delay in service at least 35 times. They have totally missed pick-ups on at least 4 occasions and I have logged at least 5 complaints without resolution.

  Business Response

  Date: 09/21/2022

  Thank you for contacting American Disposal Services. 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. If you have any questions or concerns regarding the rate increase please contact our office at ************ and we would be happy to discuss your account with you.
  
  Thank you,
  Customer Service

• Initial Complaint

  Date:09/08/2022

  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.

  Re: Account *********** On invoice no. ************ dated 7/1/22, I was charged $41.83 for pro-rated service from 6/30/22 to 7/31/22 even though I had already paid for this service period as of part of the $116.07 charged to my account for the billing period 5/1/22 to 7/31/22 on invoice no. 11802603W319 dated 6/1/22.I had cancelled my service, with the last service date being 7/31/22. On invoice no. ************ dated 8/1/22, I was charged $122.82 for the billing period 8/1/22 to 10/31/22 even though I was no longer being serviced by American Disposal after 7/31/22.I have called multiple times about these two erroneous charges, but they still have not been corrected. Please issue two credits to my account, in the amounts of $41.83 and $122.82, and process a refund for the resulting credit balance.

  Business Response

  Date: 09/29/2022

  Good afternoon,

  I assisted this customer on September 27th 2022 and issued credits for the necessary duplicate charges . The customer's refund of $ 52.74 is currently in process. The customer has been made aware of the current account status and anticipated refund amount as of September 27 2022.
  

  Thank you 

  Jayme 

  Customer Answer

  Date: 10/05/2022

  [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 ********. I have not received the promised refund check. Assuming I will receive it, I find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************
  

• Initial Complaint

  Date:09/07/2022

  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.

  I received a duplicated charge and invoice (invoice #********) on July 1 from ADS for the same service period of 6/1/2022 - 8/31/2022 covered by an invoice (#********) on June 1 that I already paid. Since receiving that invoice, I have talked to customer service twice (after hour long waits and multiple mid call drops with no call back), emailed twice, and still have not received any resolution. The customer service reps I spoke with each time told me they can see the charge is duplicated, but its cancelation needs to be escalated to the level above and their supervisor could not be immediately reached and would have to get back to me. But still, so far, no one has gotten back to me, and I dread having more hour long waits on the phone with no resolution. Meanwhile, the company has emails and automatic voice messages telling me I am over due, and as of Aug 31 has started putting on finance charge on an invoice that I do not owe and they refuse to resolve. I need help getting this outstanding open amount resolved so that 1) I can pay the portion of the most recent invoice that I agree I should pay, but adjusted with the duplicate charge and finance charge removed, and 2) my credit rating will not be unfairly impacted nor will I get collection agencies coming after me. My account number with ADS is ***********. Please help! Thank you.

  Business Response

  Date: 10/04/2022

  Good afternoon, 

  Credit was issued to this customer on September 7th for the duplicate charge of $ 143.17; as well as, a credit for the $5.00 late fee. The account balance is currently zero as of October 4th 2022. This account was not sent to a collection agency; therefore, there was not an impact to the customer's credit score. 

  Thank you

  Jayme M*********

  Customer Service Representative 

• Initial Complaint

  Date:09/01/2022

  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.

  Failure to pick up yard waste weeks on end. Failure to pick up trash and recycling on scheduled days. Some weeks trash not picked up at all. Reduced service to once a week with no pay change. Will not change pricing even through service is reduced.

  Business Response

  Date: 09/12/2022

  Hello,
  
  We just received your message in regard to your services and the billing on your account. We do not show any record of anyone contacting us on this account to report any missed collections. We do ask that if you are missed for any reason that you reach out to us so we can get that issue looked into or possibly apply credits to your account for the missed collection. As for the billing on the account, the lowest we would have been able to go with your quarterly rate would be $105. We show you are currently paying $95.13 per quarter which is lower than that. At this time we will not be able 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: 09/14/2022

  [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:

  its been a regular occurrence this year for yard waste not getting picked up and trash and recycling being missed on scheduled days. Its a joke in the neighborhood. The drivers dont pickup anyones trash and they know the area was skipped. They should be upfront refunding payment for lack if service.
  

  i'm now going to track everyday trash was skipped or late and deduct it from payment. 
  
  Regards,
  
  *********************

  Business Response

  Date: 09/21/2022

  Hello,
  
  We just received your message in regards to your account. We ask that you do contact us directly via email at [email protected] or via phone number ************. We do not know we miss a collection unless you notify us directly so we can get that issue looked into and possibly apply credits or see about sending a truck out for the missed collections.
  
  Sincerely,
  Customer Service