Complaints

This profile includes complaints for Patriot Disposal, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Patriot Disposal, Inc.

  10535 Crestwood Dr Ste 200 Manassas, VA 20109-4416

• 

  Patriot Disposal, Inc.

  PO Box 3219 Manassas, VA 20108-0933

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:02/07/2024

  Type:Order 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.

  When Patriot Disposal picked up our trash on December 22, 2023 their trash truck took our trash container without permission and didnt return it (I have two witnesses - our neighbors). The company refuses to send me the same trash container or another container. Patriot does not accept my witnesses as legitimate and is claiming that the only proof can be in form of video. They also believe their contract with the ***absolves them of all responsibility including taking the trash containers without permission. It should be illegal for the *** and Patriot Disposal to sign an agreement that includes taking homeowners containers without permission.

  Business Response

  Date: 02/20/2024

  Please note that the trash and recycling containers that we deliver to residents as part of our contract to provide service are owned by Patriot Disposal and are distributed to the residents for their use during the course of the contract.  At no time does the ownership of the containers transfer to the residents.  There is no instance in which it would be "illegal" for us to pick up our own containers.  Our drivers and throwers are not allowed to throw away the company's containers and there are disciplinary actions that can be taken if they do so.  That said, based on the conversations that our customer service manager has had with the witnesses who were identified as such in the complaint, it seems possible that it did happen in this case.  Based on those conversations, we are delivering a new container to the resident who has complained.  It would be impossible to deliver the same container, as it would have had to go in the trash truck because there isn't anywhere else to put it.  As I said, the drivers and throwers are not allowed to do this and it is rare, but apparently, in this case we believe it may have happened.  Residents are encouraged to put an identifying feature on their container, if they choose, so that the container can be easily identified by the resident.  This can be in the form of a painted house number on the container, a ribbon or string of some type tied to the handle, etc.  We apologize for the inconvenience and will continue investigating this matter so that the responsible individual can be disciplined accordingly.  Thank you.

  Customer Answer

  Date: 02/23/2024

  [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 ****** in reference to complaint ID ********, and find that this resolution is satisfactory to me if Patriot delivers a trash container to my house.

  I really appreciate BBBs efforts in this matter. I also appreciate the Patriot team for working with me to satisfactory close this complaint.
  
  Regards,
  
  *************************
  

  
  

• Initial Complaint

  Date:10/17/2023

  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.

  Since June 2023 this company has not consistently pickup up yard waste at my property which is included in my HOA dues and HOA contact with Patriot. I have clearly marked bins compliant with their regulations out every Friday night for pickup on Saturday morning and they are not picked up. I have called the company more than a dozen times including on Fridays to make sure someone comes on Saturday and nothing works. I have cameras on my home and the trucks are not coming to my house. The company has GPS on their trucks and they see them stopping before getting to my house but they have not been able to resolve the issue. After 6 months of trying to deal with them unsuccessfully and only getting lip service, I am seeking your help. There are 6 other homes on our block who also are not receiving service.

  Business Response

  Date: 12/28/2023

  I will be responding to this complaint within the next week (I am waiting for someone to come back from vacation before doing so).

  PLEASE change our mailing address in your system.  We still operate out of 9115 Industry Drive, Manassas Park, VA 20111; however, the USPS will NOT deliver mail there due to the truck traffic onsite.  Please mail any correspondence to us at PO Box 3219, Manassas, VA 20108.  If you need a physical location, please use 10535 Crestwood Drive, Suite 200, Manassas, VA 20109.  This is our corporate office.

  ALSO - I am an owner of the company and do not mind getting these via email.  My email address is [email protected].  PLEASE update your records so that I can get these complaints in a timely manner to be able to respond.

  Thank you.

  Business Response

  Date: 01/26/2024

  I apologize for the delay in responding.  I have spoken to our customer service manager and she was aware of this issue.  Her understanding was that after several complaints we finally got it resolved.  The issue was that we think the driver was just "looking down into to the cul-de-sac" and didn't see anything out for pickup, rather than driving in there to see if there was or not.  His supervisor, as well as the Operations Manager, were notified, and according to our customer service manager the issue was resolved at the end of yard waste pickup last season, which ended on 12/24/23.  Yard waste pickup will resume in March/April timeframe this year and I will personally get involved at that time to be sure that the yard waste gets picked up from the residences in this community as scheduled.  Thank you.

  Customer Answer

  Date: 01/29/2024

  [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:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Patriot Disposal is the recycling and trash removal service provider at ************** townhouse community in Reston. On July 19th 2023 during their regular recycling service day, their truck damaged a curb on the property. I reported it that day with pictures. I was informed that they would provide a response. Today after I followed up with them for at least the second time, they stated that they do not think that they caused the damage because the driver didn't report it and that they would not take ownership of making any repairs. They are only service provider in this development that drives a vehicle that would be capable of completing that damaged. The damaged happened the same day that they removed the recycling. I am requesting that they take ownership of fixing the curb. The amount shown is only what each homeowner pays in quarterly HOA dues. I am not certain what portion of this is allocated to Patriot Disposal. There are 34 townhouses in the development. Attached are pictures that I took on the date it happened. 

  Business Response

  Date: 11/29/2023

  We never received this letter.  Please update our address in your system so that we can receive complaints in a timely manner.

  In the past, BBB complaints have been emailed directly to me, which is a much more efficient and effective method for receiving them.

  Please feel free to continue to email me instead of sending a letter in the mail.  My email address is ***********@patriotdisposalservices.com and I am an owner of this company.

  The address, 9115 Industry Drive is a valid address; however, the USPS will not deliver mail there because there is too much truck traffic in the lot.

  Please send all future correspondence to us at PO Box 3219, Manassas, VA 20108 OR 10535 Crestwood Drive, Suite 200, Manassas, VA 20109.

  I will look into this complaint further and respond.

  Business Response

  Date: 12/04/2023

  We have notified the HOA in the past, as stated, that we do not believe we are responsible for this damage, and we will not take ownership to fix the curb.

  To our knowledge, there are no witnesses to the event nor any other independent proof that we were responsible for this damage. 

  Therefore, this claim for repairs is denied.  

  Customer Answer

  Date: 12/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The curb damaged was noticed the day that it was reported and that was the same day Patriot performed the service.  At least one of my other neighbors has commented that Patriot is very noisy when they perform trash removal services in the morning to the point where it wakes them up in the morning.  I recall that day (when the alleged damage was caused) they arrived later in the morning, but were particularly noisy in pulling up at the back of my townhouse.  The damage was noticed when I went on my daily walk around lunch.  As stated in the initial complaint, to my knowledge there are no other trucks that make that turn that were capable of damaging the curb.  It would be too much of a coincidence the day of the service that Patriot arrived and made more noise than usual that I noticed the curb damage without it being cause by Patriot.  I did not notice damage to the curb the day before I had reported it (which was the same day of the service).  If the HOA doesn't have a way to prove the damage, then I would suggest Patriot takes a look at the picture and the tire tracks are probably the same exact width and dimension of the tires of the truck.  Just because the driver didn't report it does not mean that the damage wasn't caused by Patriot.  It is a shame that a company will not take responsible for something as obvious as this resulting in me typing this response.  I reported the damage as only a matter of being a good neighbor to the community and trying to hold a company accountable for a basic mistake to which they have apparently denied without considering the facts.  
  

• Initial Complaint

  Date:08/02/2023

  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.

  Patriot Disposal (PD) provides trash and recycling removal services for my development, ******* **** in Herndon, VA. The PD employees that collect our recycling each Tuesday consistently do not return the recycling bins to the residence they were collected from. They routinely leave them scattered throughout the street, nowhere near their respective residence. On a regular basis one or more members of this community is missing their bin because of these practices. We (and others) have reached out to PD as well as our HOA, who has also contacted PD to request that their employees take better care. Despite our efforts, this continues to occur and now our recycling bin is lost or stolen because it is never returned to or near our residence. We contacted PD and they advised that we would need to purchase a new bin. These business practices are egregious and wholly inappropriate. In order to continue using the services we are already paying, we must pay - literally - for their poor and shoddy work. Because this is an ongoing issue that has generated multiple complaints to PD, we feel we should be provided a new bin at no cost since no efforts were taken to educate the employees and improve the situation.

  Business Response

  Date: 08/30/2023

  There is a clause in our contract with ******* **** that states: "All containers furnished by Service Provider shall remain the property of Service Provider.  Homeowners are responsible for the care and cleaning of containers provided by Service Provider.  Replacement containers for containers that are lost, stolen, or damaged by any means other than normal wear and tear will be provided for a fee, to be paid by the homeowner.  Additional containers will be provided for a fee, to be paid by the homeowner." 
  
  I understand that these plastic recycling bins are easily moved by the wind AND our employees are not placing them back exactly where they came from.  When you scoop up several of these containers and take them to the back of the rear-loader to empty them, it is impossible to figure out which unit they came from when it comes time to put them back.  This is not an excuse; but rather, reality.
  
  I will put a note on the route sheets for the drivers and throwers to pay better attention to this when they are picking up recycling from the condos in ******* **** and I will speak to the route supervisor as well.  However, one of the best ways to solve the issue is to label your container with your house number (address).  I don't know if other trash haulers allow this, but Patriot Disposal not only allows it, but encourages it, in order to be able to identify which container belongs to which home.  

• Initial Complaint

  Date:01/07/2023

  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 am seeking assistance regarding resolving an ongoing poor customer service experience with **********************. ********************** (PD) has been serving our ******** since 2013, when I moved into the community. However, since late 2020 I have been experiencing intermittent service disruptions. Since October 2022, PD have totally stopped providing service to me, leaving me in a starkly difficult situation to carry out normal livelihood. I have had numerous calls and email exchanges with PD representatives to resolve this issue, but it has not been favorable to me. If PD believes it cannot continue servicing the ******** because of the **** then they need to show me some communication to that effect so that I do not blame their poor customer service and follow up with proper authorities. Please note that PD crew are servicing all other pipestems of our Forest at ****************** without disruption. I am seeking helps from both PD and BBB to share the details which prompted the stoppage of service. I also seek prompt and full restoration of this service to my residence pending further clarification.

  Business Response

  Date: 01/18/2023

  According to the Patriot Disposal representatives that I have spoken with, who have been communicating with the complaintant for several years, the complaint is that we are not sending a truck down his pipe stem to pick up trash and recycling and/or we are not sending our employees down the pipe stem to bring the containers out to the truck to empty them.  As much as we would like to provide this service for this resident and all of our residential customers who live on pipe stems, neither our insurance company nor our safety manager will allow it and we do not have the personnel to support it.  Pipe stems are private roads and are not maintained by the state.  Sending these heavy trucks down these narrow passageways leads to safety concerns as well as complaints regarding damages to the road.  These "roads" are not designed to withstand the weight of a trash truck and will deteriorate over time if we travel on them. The *** is aware that our contract does not cover service of pipe stems and we are not servicing any other pipe stems any differently.  Residents who live on a pipe stem must bring their trash and recycling out to the main road for pickup. We do not have the personnel to be able to run back and forth with the containers ourselves. The situation is not without a solution, however.  There are companies who provide "concierge" or "valet" services who will send someone out to take the containers out to the main road and possibly bring them back to the house after collection. The resident is encouraged to pursue this avenue as a possible resolution to the issue.

  Customer Answer

  Date: 01/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. Patriot has been sending truck down this ******** through 2022, and at least since 2013 when I moved here. They are not explaining what prompted them to stop. Can they please share a copy of the order from HOA on this? Or did they decide to stop on their own, in 2022? The business should share those details please. 

  2. Patriot has been  sending crew to collect bins through October 2022. They should explain why this service has stopped now. Without a propser explanation it may appear they are deciding against servicing me. 

  3. Patriot is still sending trucks to all other pipestems of this HOA. It does not support their response . Can they please explain why? 

  4. I also requested additional help to pick up trash against monetary arrangements  if Patriot stops servicing all pipestems. Can they provide options? 
  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/28/2022

  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.

  When Patriot Disposal picked up our trash today (7/28) their trash men damaged our trash can, ripping the lid and handle clean off. The company refuses to replace it despite damaging it, claiming their contract with the HOA resolves them of all responsibility. I have Ring video showing the trash can with a lid before being picked up and then no lid after they placed it back by the curb.

  Business Response

  Date: 08/16/2022

  ---------- Forwarded message ---------
  From: Jean P********** <****************@patriotdisposalservices.com>
  Date: Mon, Aug 15, 2022 at 5:28 PM
  Subject: Complaint ID ********; *****************
  To: [email protected] <[email protected]>
  

  
  

  Patriot Disposal is not responsible for damages to residential trash/recycling containers that belong to individual homeowners.  No refund for **. ****'s container will be forthcoming.

   

  Generally, as part of our contract with the HOA, we provide containers to the residents of the community in accordance with what is requested by the property manager (size and quantity).

  Containers that ARE provided by Patriot Disposal are covered by a 10-year warranty, so we will fix or replace containers that become damaged at no cost to the homeowner.

  In this case, the property manager for this community did not want any containers to be provided by Patriot Disposal, so the residents are either using their own containers or putting the trash out in trash bags at the curb.

   

  The other option for the residents is to rent a container from us, which is generally a one-time fee of $50-$75 per container, depending on the size.  Our customer service rep who spoke with ************ offered this as an option but his response was to call her a stupid ******* ignorant ***** at which time she ended the call, as she has been instructed to do.  I am disgusted that ************ abused our customer service rep in this manner and then has the nerve to file a formal complaint with the BBB.  This will be our last communication regarding this matter.  Thank you.