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:09/01/2022

  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.

  Missed services frequently and or irregular unplanned services pick ups outside schedule. Has not provided listed services posted on site especially yard waste pick up despite adherence to stated pick up criteria for said service. This has lead to accumulation and littering of the community as it piles up and begins to decay.

  Business Response

  Date: 09/08/2022

  We apologize your yard waste was missed. We have added notes to your account to make the driver aware that you were missed. Please place your items on the curbside by 5AM or the night before and we will collect your yard waste on Saturday.
  
  Sincerely,
  Customer Service

• Initial Complaint

  Date:08/31/2022

  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 lived at ***********************************************, Manassas, VA from July 2012 through September 2021. During that time, my previous trash provider sold out to American Disposal, at which time things immediately started going downhill. Our twice a week pickup went to once a week, our yard clippings pickup went away, the pickup personnel would then not even get out of the vehicles, so whatever they dropped, laid in the roadway. As stated, in September 2021, I moved. I called American Disposal to let them know and to schedule a pickup for the containers. Due to "covid" no one answered the phone and they have no email address and no way on the web site to conduct business, thus no lack of any form of accountability. At the time I left, I was paid up until the next quarter, 1 October 2021. Now, August 2022, almost one year later, American Disposal has sold my account to a bill collection agency. Neither the agency nor American has given me requested documentation on what they are saying I owe for, however, the amount would seem they want me to pay for a quarter of service where-in I was not there. Remember, I told them I was leaving before hand. I see on this BBB site that I am not the only one with issues from this company. I am hoping BBB involvement will possibly make American Disposal get their act together

  Business Response

  Date: 09/08/2022

  Hello,
  
  We just received your message in regards to the billing on your account. We show your account has been cancelled effective December 8th,2021. We do not have any records of anyone contacting us previously to cancel the account sooner. There was an invoice that was sent out on October 15th,2021 that would have covered the time the account was active from November 1st,2021 until January 31st, 2022. This invoice was prorated for the time the account was active from November 1st, 2021 until the cancel date of December 8th, 2021 for the amount of $42.43. Since no payment was made, you incurred $35 worth of late fee charges. As a courtesy, we have waived $15 worth of late fees. The balance of $62.43 is due at this time.You can make a payment online or by calling the office at ************. Our office hours are Monday through Friday from 8AM to 4:30PM.
  
  Sincerely,
  Customer Service

  Business Response

  Date: 09/21/2022

  Hello,
  
  As previously stated before, your account was cancelled effective December 8th, 2021. We do not have any records of anyone from this account contacting us previously to cancel the account in September of 2021. Since there was no contact to us to cancel the account before December 8th, 2021, any charges on your account are valid at this time. If you have any further questions or concerns, please call the office at ************.
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 09/22/2022

  [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 business has several hundred complaints much like mine yet refuses to acknowledge they are wrong.  The county or state should initiate a criminal investigation into American Disposal, there are plenty of victims on the Better Business Bureau site.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/30/2022

  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 has not been picked up for weeks and it is rotting curbside in hope that one day they might come pick it up. When I call customer service there are always more than 30 callers ahead of me in line and don't get my call answered before close of business. American Disposal also overcharged me at least on three occasions without notice. Regular trash and recycling pickup is also missed regularly.

  Business Response

  Date: 09/08/2022

  We apologize your yard waste was missed. We have added notes to your account to make the driver aware that you have been getting missed. Please place your items on the curbside by 5AM or the night before and we will collect everything for you on Saturday.

• Initial Complaint

  Date:08/30/2022

  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 repeatedly failed to pick up trash, recycling, and yard waste as in their service agreement with me. My most recent payment to them was for $174.09 on August 1 and they have not picked up yard waste for several weeks. They occasionally pick up recycling and trash but it is seldom on the scheduled day resulting in missed pickups or trash sitting on the curb for days.

  Business Response

  Date: 09/08/2022

  Thank you for choosing American Disposal as your service provider. There was a delay in your area for yard waste. Your yard waste was to be collected on Monday, 9/5/2022. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 09/11/2022

  [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:
  

  Yard waste was not picked up on September 5 as claimed by the company, it was finally picked up on September 8 after missing at least three weekly pickup dates.  I insist on a refund for the three missed pickup dates.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 09/21/2022

  Hello,
  
  We just received your message in regards to the billing on your account due to the missed yard waste collections. Due to the inconvenience,we will be lowering your quarterly rate from $174.09 down to $150. This will take effect on your next billing cycle which starts on November 1st,2022. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

• Initial Complaint

  Date:08/29/2022

  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.

  The company sent me a notice on February 23, 2022 to inform me to expect a $3.30 increase to our monthly bill will begin in March. Then the company changed our twice a week trash pickup to once a week, effective April 18, 2022. There has been a delay of trash, recycling, and/or yard waste servicing notice almost every week since May 2022. Rarely has any of these delays been a result of inclement weather but more so due to labor shortages and current COVID cases. There has been a few days where these notifications came after the day of our scheduled pickup. These notices directs us to left our items curbside as service will be performed on the following day. Majority of the time, the service has not been performed the following day which leads to servicing being performed a few days after our scheduled pick up day or on the next weeks' scheduled pickup day.I am currently paying $162.09 a quarter. Another service company my neighbors use charges significantly less money per quarter and are far more consistent with their pickup services. Why is this company continuing to increase their monthly/annual fees while struggling to meet their service commitments? Additionally, why can't this company provide their customers a monthly or quarterly credit when services are not met and/or lower the cost of our monthly/quarterly bills?

  Business Response

  Date: 09/08/2022

  Hello,
  
  We just received your message in regards to missed collections and the billing on your account. We show the last time you contacted us was on June 18th, 2020 in regards to a damaged container. We do ask that when you are missed for any reason that you contact us so we can look into the missed collections or you or possibly apply credits to the account. At this time, we have lowered your rate from $162.09 down to $150 effective October 1st,2022 which is the start of your next billing cycle. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

  **I have advised the customer they need to contact us when they are missed for any reason so we can look into the missed collections or possibly apply credits to the account for the missed collection.**

• Initial Complaint

  Date:08/28/2022

  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 failed to pick up our yard debris for 3 weeks in a row. We called the first time it was missed and my husband was told our house would be flagged for pickup. The bags and yard debris can are still on our curb. Its unacceptable that they increased their rates, yet cut service to one day a week and they still don't provide consistent service. Customer Service is no help, plus if you call you have to wait on hold a long time to get through to anyone.

  Business Response

  Date: 09/08/2022

  We apologize your yard waste was missed. I have added notes to your account to make the driver aware that you were missed. Please place everything out by 5AM or the night before and we will remove everything for you on your next service day.
  
  Sincerely,
  Customer Service

  **We will be collecting the yard waste on Saturday.**

• Initial Complaint

  Date:08/26/2022

  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.

  American Disposal has failed to pick up about 25% of our picks ups in the past 2 years. Approximately 3 months ago they stopped picking up our trash on our second weekly scheduled day(Thursday). They never notified us of stopping service they just stopped showing up, I constantly filed missed pick up notifications and no one ever responded. Every quarter they have raised my rates slowly with our notification. Today they sent and email noting an additional 10% increase for each month. They have violated our contract numerous times and because the only other company in our area is equally as underhanded we are left with our another option. They know people don't have another viable option and use practices that boarder criminal.

  Business Response

  Date: 09/08/2022

  Hello,
  
  We just received your message in regards to the services on your account. We sent out notifications mid-March advising trash services will be going from twice a week down to once a week services effective April 18th, 2022. Your service days will be on Mondays for trash, Thursdays for recycling and Wednesdays for yard waste. Due to the rising Operational costs, we will not be lowering your rate at this time. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

• Initial Complaint

  Date:08/16/2022

  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.

  American Disposal my trash company is awful, they never pick up trash and recycle the day they are supposed to, trash gets accumulated all over my street , and on windy days it blows everywhere, you can never get anybody on the phone at the manassas office, this is terrible, unsafe and unhealthy, something has got to be done, I'm also going to call Fairfax county and see what can be done about the build up of waste all over my neighborhood

  Business Response

  Date: 08/29/2022

  Hello,
  
  I just received your message in regards to your services. I was following up to see if your trash and recycling have been collected. If it has not, please let me know what was missed and if your items are still on the curbside so I can see what I need to do to get a truck back out to you. 
  
  Sincerely,
  Ashley

  *As of right now I am waiting on a response from the customer to see what steps to take next.*

  Customer Answer

  Date: 08/31/2022

  [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:
  
  Regards,
  
  ***********************
  I replied to this email from American Disposal, and have heard nothing back from them
  

  Business Response

  Date: 09/08/2022

  I have not received a response from the customer in regards to whether or not the trash and recycling have been collected yet. I will need a response from the customer before I am able to look into this issue.

  Sincerely,

  Ashley

• Initial Complaint

  Date:08/12/2022

  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.

  This business continues to miss scheduled pick ups of trash and yard waste. They fail to notify customers of the missed pick up schedules or fails to answer their customer service line. They continue to bill at the same rate This has bem happening for the last 12 months.

  Business Response

  Date: 08/25/2022

  Thank you for choosing American Disposal as your service provider. I was following up to see if your trash and yard waste have been collected yet. If they have not, please let me know how many weeks you have been missed so I can see about getting a truck out to you.
  
  Sincerely,
  Ashley

  **I have emailed the customer to see if the trash and yard waste have been collected yet. As of right now I am waiting for a response.**

• Initial Complaint

  Date:08/08/2022

  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.

  Dispute invalid charges of $233.41 acct. *********** which have been turned over to collections.My HOA shifted to another trash provider as of 2/1/21. I notified ADSI in Jan 21 to close my acct. and pick up totes. Totes were sched to be p/u 2/1/21, but delayed a few days due to winter storm. ADSI did pick up both totes.ADSI recurrently then auto-called to schedule tote p/u and added charges to my acct. I made multiple phone calls and emails to attempt to resolve, and ADSI employees told me in those calls it would be fixed, but ADSI continued through spring 2021 to try to add charges and collect totes (which they already picked up). By June 21, ADSI had placed $233.41 charges ($200 for totes, $33.41 for service 2/1/21-4/3021 after I terminated my service and theyd picked up totes). It was clear that ADSI was telling me one thing, yet continuing to apply invalid charges. In July 2022, ADSI turned over to a collections agency which has begun trying to coerce me into paying these incorrect charges.

  Business Response

  Date: 08/29/2022

  Hello,
  
  We just received your message in regards to the billing on your account. The charges of $233.41 have been removed from your account and you are no longer in collections. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

  **I have already notified the customer**