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:08/05/2022

  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.

  Breach of Contact. We use American as our trash service vender, they have repeatedly missed service dates leaving our streets filled with stinking rotten trash , attracting rodents, bug's and other pest's. We have reached out multiple time with no improvement in service.

  Business Response

  Date: 08/16/2022

  At this time we are facing daily challenges regarding labor-force shortages and current COVID cases which is impacting our service.  These ongoing factors continue to affect our operations and ultimately, the level of service weve been able to provide to you. We realize you have experienced continuous delays in your trash and recycling collections. We will be working with our Operations team regarding missed services.  Unfortunately, we will continue to have delayed services, but we are hopeful this will get better soon.   
  
  On a daily basis, we are always working to build and maintain a solid labor force.We hold regular job fairs in various locations throughout Northern VA, offer sign-on bonuses plus other incentives too and are actively hiring. You could help us too! If you or someone you know may be looking for their next career,we would love for you to join our team. For employment opportunities, please visit https://careers.wasteconnections.com/

  Customer Answer

  Date: 08/17/2022

  [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: service needs to be improved before ticket can close 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising 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.

  American disposal services has not picked up our recycle for two weeks running now. I have called (and waited on hold for over an hour) 4 times. Pick up day is Wednesday. They often dont come until Thursday, which is honestly not that bad but the last time they didnt come. I called Friday and they promised it had been assigned to a driver and it would be picked up by 7pm. conveniently they close for the weekend at 5pm so I had to wait all weekend after no one came. I called Monday and they said no one could come until the following Wednesday. But she assured me I had been flagged as a missed pick up so someone would definitely come this week. It is thursday and still no one has come. I asked to get credit on my bill for the missed service last week and they said on the following bill. So now we need to continue to use their service in order to get $ back for a service we never received, this is absolutely abhorrent and frankly I have considered disputing with my credit card company as a service not received. I tried calling today to no avail, seriously, they said due to higher than normal call volume I had to try back later. No option to even hold. I also cant cancel my service online which I would like to do at this point and consider the money lost .

  Business Response

  Date: 08/15/2022

  Hello,
  
  We just received your message in regards to missed recycling collections. I was following up to see if your recycling has been collected yet or not. If it was not, please let me know so I can get a truck out to you.
  
  Sincerely,
  Ashley

  **I have emailed the customer to see if recycling was collected yet. I am waiting for a response at this time.**

  Customer Answer

  Date: 08/17/2022

  [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:This response comes over a month after my first missed collection. 
  mid likea  refund for the services missed and also saying youll get a truck out to me is meaningless as I already terminated with the company after being unable to get in touch with anyone 

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

• Initial Complaint

  Date:07/31/2022

  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.

  The entire time I used American Disposal Services in Northern Virginia, I had automatic bank withdrawal set up on my account and timely paid my bill each quarter. At the time I sold my house and moved out of state in November 2021, American Disposal Services had a link on their website titled "Cancel Service" which led to a form you could fill out with your service address to request cancellation of services. I went through this link and received acknowledgment from ADS via email. They continued to bill me, and when I called and wrote to them with my documentation, they dismissed my complaint and billed me the next quarter. Recently they enlisted the services of a debt collector. They now state that you can only contact them by telephone or write to them by U.S. Mail for cancellation of services, and the link and form have been taken off their website (after I pointed out to them that it was there.) Their hours are 8 a.m. to 4:30 p.m., which makes it virtually impossible to call if someone works during those hours. The day I was able to call, I was on hold for over 20 minutes while working at my new job with no privacy. It was very stressful. I am currently disputing this debt with the debt collection company, but I wanted to make BBB aware of the bad business practices of this company. If there is anything you can do to help get it resolved, I would very much appreciate it. Thank you.

  Business Response

  Date: 08/29/2022

  Hello,

  We do not service the Simons Island, GA area. I have contacted the customer to let them know we do not service them.

  Sincerely,

  Ashley

  Customer Answer

  Date: 09/11/2022

  My address in Virginia was *****************************, Great Falls, VA  22066.   This complaint is regarding my American Disposal Services account in Virginia, not Georgia.  Thank you.

  Business Response

  Date: 10/04/2022

  Good morning,
  
  With the provided proof of cancellation request provided by the customer I have issued credit to this account in the amount of $266.49 at this time. I have advised the customer the American Disposal containers have been rescheduled for removal on October 17th, 2022. Once the American Disposal containers are removed another credit of $200.00 will be posted to this account.
  
  Thank you,
  
  Jayme M**** | Customer Service Representative | American Disposal Services, Inc.

• Initial Complaint

  Date:07/25/2022

  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.

  American Disposal Services, P.O. Box ******, Centreville, VA ********, District NO. ****, ************** has not picked up my garbage and/or recycling several times over the past several months. They have sent emails warning of possible delays in service, instructing me to leave my garbage or recycling curbside, and that it will be picked up "soon" or "tomorrow." However, they have often not followed through, leaving me with full garbage and recycling bins. I called them to complain several months ago, requesting my bill be adjusted/reduced as I did not feel I should have to pay for services not rendered. The customer representative told me my bill would be prorated to reflect the missed pickups, but I am pretty sure I still received a bill charging me in full. I called to complain today because they have not picked up my recycling for two straight weeks and just sent me an email today telling me to expect a delay in garbage pick up, but the automated voice told me I was caller number 64, and I could not wait that long to speak with a customer representative.

  Business Response

  Date: 07/28/2022

  Hello,
  
  We just received your message in regards to your account. I was following up to see if your trash and recycling have been collected yet. If not, please let me know so I can get a truck out to you. As for the billing, I have lowered your quarterly rate down to $126 effective on September 1st, 2022 which is the start of your next billing cycle.
  
  Sincerely,
  Ashley

  **This is the email I have sent to the customer. I am just waiting for a response to see if the trash and recycling have been collected yet or not so I can get a truck out there.**

• Initial Complaint

  Date:07/22/2022

  Type:Product 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.

  My husband **** contracted for services with American Disposal. Services were to start on 6/20/22, but canisters were NOT delivered until July 1st. We contracted for 96G canisters, but were delivered 64G canisters instead. We have been setting our waste out in the provided 64G canisters and yard debris in paper collection bags as directed the night before and multiple times it was missed or we got notice by email of delayed service. Several days ago we got a PAPER bill in the mail. This was surprising since we set the service up to get digital bill notifications. The invoice shows we were charged for services for 96G canisters we did not receive starting 6/20/22 as well as a paper invoice fee of $3. My husband contacted the phone customer service and waited on hold an outlandish amount of time to only be disconnected and do it over again. Then he was told there was nothing the rep could do and he must pay the bill as invoiced and wait for credits in the next cycle. I have contacted them 2x by the online message drop and the bill has not been corrected. This company does not realize that is theft to expect payment for something they did not provide services for.

  Business Response

  Date: 08/15/2022

  Hello,
  
  We just received your message in regards to the billing on your account. We have removed the $3 paper bill fee charge that was applied to the account and show credits have already been provided for the missed yard waste collection for July 22nd and July 29th. We do not charge for the first trash and first recycling containers, we will not be issuing out credits for the services that were scheduled prior to July 1st when the containers were delivered since no missed pickups were reported until July 23rd. You could have left your trash in bags and recycling in cardboard boxes for our crews to collect. If you are missed for any reason, we do ask that you contact us at that time to report any missed collections so we can get that looked into for you and see what we can do in regards to credits. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

  **This is the email I have sent to the customer.**

  Business Response

  Date: 09/01/2022

  Hello,
  
  We just received your message in regards to the billing on your account. At this time, we will not be issuing out credits for the services that were scheduled prior to July 1st when the containers were delivered since no missed pickups were reported until July 23rd. We do not charge for the first trash and first recycling containers. We apologize you received the wrong sized containers at the beginning of your services. But since we do not charge for the first set of containers, we will not be crediting you for the size difference. We do not collect items in containers that belong to other disposal companies just in case they get damaged we are not responsible for those. You could have left your trash in bags and recycling in cardboard boxes for our crews to collect. If you are missed for any reason,we do ask that you contact us at that time to report any missed collections so that we can get that looked into for you and possibly get credits applied to the account. If you have any further questions or concerns, please call the office at ************.
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 09/12/2022

  [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:
  
  It is unacceptable to not perform as contracted and expect payment for services not performed. That is theft. I have submitted a complaint to the Prince William County, Public Works department. It is attached. I have also mailed a notice of cancellation of services and payment in full for services rendered to American Disposal. It is attached. I have requested notice of a hard date they will pick up their containers. I also am submitting an official cease and desist notice to cease services after collection of refuse on September 30, 2022 and desist from billing for services not rendered.
  
  As of today, my yard debris has yet to be collected. Each Friday I set it out. It is not collected, despite sending in notifications of missed collections- which by the way is highly aggravating to have to daily send in a message to American Disposal- each day. Each Tuesday I have to put the yard debris in to my trash container because the paper collection bag has fallen apart...see photo. This past week, my recycling was collected on Saturday, one day late. The failure to collect a promised causes disgusting vermin and unnecessary congestion on the street.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/22/2022

  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 past year American Disposal has charged my 75 dollars for pickup twice a week. They have missed picking up at least 30 times in the past year. I think they are fraudulently charging people. I have had to go the landfill several times to make sure raccoons didn't make a mess. I understand things happen, but we are paying for an expected service. My neighbors have the same issue. When I try to call there at least 60 people ahead of me.

  Business Response

  Date: 08/02/2022

  Hello,
  
  I just received your message in regards to your trash collection. I was following up to see if your trash has been collected yet. If your trash has not been collected yet, please let me know if it is still curbside and how many times you were missed so I can get this looked into for you. We show the only time you have contacted us was through our website on 7/22/2022. We do ask that you reach out to us when you are missed for a collection so we can get this issue resolved for you at the time you are missed.
  
  Sincerely,
  Ashley

  **I am currently waiting on a response from the customer to see if trash has been collected yet.**

• Initial Complaint

  Date:07/21/2022

  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.

  I have a contract with American Disposal Services to remove my trash, yard waste and recycling. Up until June, the company was providing two pick ups weekly for trash, on Mondays and Thursdays. Then they changed to trash service only once per week on Thursdays. Note that the cost did not change, so we are paying the same price for less services. The company charges in advance for services they don't provide. My trash was supposed to be picked up on Thursday, July 7th. IT IS STILL NOT PICKED UP! It's been over two weeks and the can is overflowing. It's not just me, the entire street has not had trash service in two weeks! It's causing a health and safety issue as animals and birds are spreading the trash, and the flies are awful! I have called three times to let them know: On Monday, July 18th, at 12:02 pm, on Tuesday, July 19th, at 8:41 am and again today, Thursday, July 21st at 2:27 pm. Each time I am promised they will come and pick up the trash, and they don't! They just lie to me every time I call! I am disgusted as I paid my bill in full through July 31st on May 2, 2022. I have paid in advance for service I am not receiving! I am not sure what their problem is, but it appears they need either more trucks or more employees. If they can't service the customers they have, they need to stop taking new ones! This is unacceptable, and is causing my street to look like a dump! PLEASE HELP!

  Business Response

  Date: 08/02/2022

  Hello,
  
  I just received your message in regards to missed trash collections. I was following up to see if your trash has been collected yet. If it has not been collected, please let me know so I can get a truck sent out to you. 
  
  Sincerely,
  Ashley

  **I am currently waiting for a response from the customer.**

  Customer Answer

  Date: 08/03/2022

  The trash was finally picked up weeks later. Unacceptable! This company bills in advance and does NOT credit customer accounts for missed pick ups. Until that is done, I do not consider resolved. Especially since company reduced trash pick ups by 4x per month with no billing adjustment!

• Initial Complaint

  Date:07/19/2022

  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.

  To Whom It May Concern, I am using American Disposal Services, Inc for the trash and recycle services: AMERICAN DISPOSAL SERVICES, Inc. PO BOX **** CENTREVILLE, VA, *****-**** DISTRICT NO. **** CUSTOMER SERVICE 703-368-0500 When I required service in 2015, the company offered 2 trashes, and 1 recycle pickups weekly. This company reduced service lever to 1 trash, and 1 recycle per week since May, 2022. I called its customer services on June 28th, they adjusted the quarterly change from $124.83 to $111. However, my 2 neighbors (on the same street: 1 is next door, 1 is right cross street) told me their quarterly charges are $90. I called the customer service of AMERICAN DISPOSAL SERVICES, Inc on July 19. Ashely/supervisor couldn’t explain why I am charged different than my nearby neighbors, even we have the same 64G trash and recycle can. She told me the rate is different for different people, and she had no intention to address the issue I reported. I really don’t understand why the trash/recycle service is 23% price different for 3 houses next to each other. I would report this bad business operation and ask BBB to help for a correction. My account# in American Disposal Services, Inc: *********** Customer name: *** *** (my spouse name) Many thanks, ******* *** 

  Business Response

  Date: 08/02/2022

  Hello,
  
  We just received your message in regards to the billing on your account. We will be reducing your rate down to $93 per quarter effective on your next billing cycle which starts on 10/1/2022. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

• Initial Complaint

  Date:07/15/2022

  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 acct number is *********** with American disposal. My service start date was April 26th being told that there are trash cans at property. I did not move in until July 1st and asked that trash cans be sent out to the property and have service initiated from July 1st. They are refusing to credit the account for days no trash was picked up and no trash cans existed for weeks. Calling them is a nightmare, hours of on hold time. Supervisor, Patty, could not ''hear me'' during the call which was clear on my end. Called them weekly for the last three weeks to have charge of $106 removed since we DID NOT use service April thru July. Proof is that there was NO TRASH set outside and NO trashcans at property. Please help resolve their charging this account when no service was provided (ie no trash was picked up/no trash cans were put on property until July) Thank you. They charge to have trash cans placed and removed so it would be a losing battle for me to request they stop service due to this conflict. 

  Business Response

  Date: 07/25/2022

  Hello,
  
  We just received your message in regards to the billing on your account. We were able to pull the phone call from when you initiated your services and confirmed you had wanted to start your services on 4/26/2022. At this time, we will not be removing or crediting any charges on the account and the balance of $106.22 is due at this time. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  Customer Service

   

  **This is the email I sent to the customer.**

  Customer Answer

  Date: 07/27/2022

  [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: American Disposal is a terrible at any customer service orientation. There were no trash cans at the property as per your records until JULY 6th. Regardless, I have paid the amount in full and terminate my contract with this trash trash company. come pick up your trash trash cans that have been on my property for 20 days yet you are charging me for 4 months of service. I am immediately done with any further billing and charges with American Disposal and have already paid the $106 that was being disputed. I do not feel American Disposal or BBB (especially ************************* on the call yesterday) was terrible to make the consumer feel understood or heard. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:07/11/2022

  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 not fulfilling the trash and recyclable pick up as scheduled .. and missing an entire week or 2 sometimes. I have to leave the trash on the street for a whole week. Any attempts to call will put me in a 50 callers queue probably calling for the same issues .I tried many times and spoke with representatives lying to the extend that they sound as if they know .. and after that nothing happens. When I tried to ask for a manager thet said that that is not possible and they will relay my message to them . This company is not to be trusted and should be replaced by county services. as many people petitioned. Not collecting on time accumulates the loads and creates a traffic danger if wind pushes the trash on the road.

  Business Response

  Date: 07/19/2022

  I have called the customer to see if there were still issues with the collection. Customer said he is up to date on his services and has been getting collected. I also advised customer when there are delays we send out notifications through email.