Complaints

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:11/12/2024

  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.

  November 4, 2024 time 8:00am I was working for *** and I was just recently fired due to having a family emergency. Im from **************. I got a phone call from my father about my little brother something life-threatening so I stepped to the side at work. Told the boss I had a family emergency supervisor name, *** **** and other supervisor name, *** *** , I told both of them I had a family ****************** got mad And signal Mr *** to come over they huddle up, then I was told to go home. I told him I didnt need to go home because my family is in **************. I cant just leave like that. I was told to go home. I have proof for both *** **** and *** *** they take personal phone calls, talking about meeting different women on the phone at the job thats from ********* *** **** took a personal phone call when his son broke. Another kid knows at school and his wife call but that wasnt a problem. I have video recording of both of them saying they did take personal phone calls at the job site I also have videos of the whole Altercation because I recorded but it will not let me post or download the videos

  Business Response

  Date: 11/12/2024

  Unfortunately Fuqawn's memory of events is vastly different than the facts and was compensated for the hours he worked.  Furthermore, this is an ex-employee and not a customer.  This should be removed.   Thank you. 

• Initial Complaint

  Date:09/03/2024

  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.

  8/19- *******, ** I currently work for Zans Refuse service and i was hurt on the job that day. I told my employer right away and needed to seek emergency care. They acted as if they did not care. Did not state any specific doctors or procedures to follow. After receiving care from the emergency care i asked my employer for workmans compensation information and they refused to provide any further information. The operation of this business is secretive and a lot of things are not seeming to line up as far as insurance requirements, daily operations, and also this company is not obeying laws when it comes to DOT. I have not received any wages in weeks and my employer is not trying to help in any way and they dont seem concerned about righting their wrongs or making any changes about how things are handled.

  Business Response

  Date: 09/06/2024

  Thank you for your feedback. However, we would like to clarify that this review was posted by an employee, not a customer and should be removed. None of the claims made in the review are accurate, and the employee has always been compensated for all days worked. It appears that these statements are an attempt to extort the company for financial gain rather than addressing any legitimate concerns. We take these matters seriously and are committed to transparency and fairness.
  

• Initial Complaint

  Date:09/03/2024

  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.

  I called to inquire about ***'s service and was asked if I wanted to sign up and told there was a one-time fee of $25 for the recepticle. After talking to my current waste service, they offered me a lower rate, so I called ***'s to cancel. enee insisted that they require 60 days notice, so I will not receive any money back. She indicated it was in the email she sent me. However, she did not send me the email until after she asked me if I wanted to sign up. How can they hold me to something I did not see until after I agreed? I was never given the opportunity to review anything. I only thought I would be held to the $25 delivery fee and then only if it was actually delivered. I am not asking for the $25, just the fee for service that was never even started.

  Business Response

  Date: 09/12/2024

  Thank you for reaching out and sharing your experience. We apologize for any confusion regarding our cancellation policy. To clarify, we do have a 60-day cancellation policy in place, which is intended to be communicated during sign-up. However, we understand that there may have been a lack of clarity in providing this information before your agreement, and for that, we sincerely apologize.

  
  As a gesture of goodwill, we issued a refund last week, which should have already been received.

  
  Thank you again for bringing this to our attention, and we appreciate your understanding.

  Customer Answer

  Date: 09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I have received a refund and consider this complaint resolved.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:08/02/2024

  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.

  The services that was agreed upon wasn't the service that was delivered.

  Business Response

  Date: 08/23/2024

  Dear ************** and BBB,

  
  We sincerely apologize for the inconvenience and confusion you experienced with our services.

  
  Upon reviewing the situation, we discovered that there was a miscommunication during your initial interaction with our customer service representative. Unfortunately, the representative who handled your call was new and did not fully understand the specific guidelines and services we offer, including the backdoor trash pick-up service. This led to the incorrect information being provided to you.
  

  We deeply regret this error and any frustration it caused. We attempted to reach out to you to clarify the situation and apologize directly, but we were unable to make contact.
  Please know that this is not reflective of how we conduct our business. Customer satisfaction is our top priority, and we are committed to providing the highest quality service. We have processed a full refund for the service, and we genuinely hope this resolves your concerns.

  Additionally, we have implemented additional training for our customer service team to ensure that they are fully informed of all our service offerings and policies. This will help prevent similar misunderstandings in the future, ensuring that all customers receive accurate information and the best possible service experience.

  We sincerely apologize for the inconvenience and misunderstanding. If you have any further questions or need additional assistance, please do not hesitate to contact us directly. We value your feedback and will take the necessary steps to ensure that such issues do not arise in the future.

  
  Thank you for your understanding.

  
  Sincerely,

  The ***** *************************** Team

• Initial Complaint

  Date:05/27/2023

  Type:Sales and Advertising 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.

  On May 26th I contacted **** to cancel my services because on my bill for service starting in **** will increase from $126 per quarter to $180 per quarter. They also said my payment from the last quarter that was mailed on the he 10th of the month via ***** Fargo was not received until the 22nd or 2 days late so I had a $6 late fee. I learned that they have a 60 day cancellation period although I had a weeks notice about the increase that Im forced to pay. They said if I didnt cancel service they would waive it he late fee but if not they would not waive the fee. They also would not commit to the last service date so it will be a guess when to start service with a new provider.

  Business Response

  Date: 05/29/2023

  ***'s Refuse ******** **** issued a price adjustment for all backdoor customers on April 1, 2023.    Letters were mailed and invoices sent with the new updated rate.  Our 60-day written cancellation policy is clearly stated on all invoices and on our website.  ************** has been a customer since 2013 with no noted exceptions or issues in his account; we are sorry to see him go.  However, he should have seen our cancellation policy on each of the quarterly statements he has received over the past 10 years and it should not have come as a surprise to him. 

  Each of the last three payments from ************** have been late arriving, on November 29, 2022 the late fee applied to his account when the August payment arrived late, was removed as a one time courtesy.  Unfortunately, the next two payments were also late and the customer service representative could not remove the $6 fee.  We have no control over when a bank tells a customer that a check is mailed or when a check is to be received.  ***'s is a business, and like all businesses, we do not hold money, we deposit payments every day they are received.  The late arrival of ****************** check is something he should take up with ***** Fargo or with USPS.

  Once the 60-day cancellation notice is received from **************, his last collection day will be determined; we cannot commit to a last service date as ************** points out, because we have not received said cancellation notice in writing yet.  We will adjust ****************** invoice accordingly once the 60-days notice is received, the days will be counted from the date the notice is received, and we will continue to service ************** through that date if desired.

  Again, we will be sorry to see ************** go (once we receive his cancellation) and we wish him luck with his new service provider.

• Initial Complaint

  Date:03/29/2023

  Type:Delivery 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.

  Copies of emails are attached. 12-16-2022 via email I reported that my trash can was without a lid. **************** responded with a request for a picture, which I provided. Receipt of picture was acknowledged as well as sharing that a shipment of cans was coming that week**01-17-2023 via email I asked for an update on the trash can**02-02-2023 spoke by telephone and was told a can would be delivered the following week**02-16-23 via email communicated that a can had yet to be delivered**03-22-2023 via email asked for yet another update**03-22-2023 received email from **************** that a can would be delivered the next day**Emails either go unanswered or there is a promise to deliver a can with a lid the next day or the next week. I am requesting a trash can with a lid. It doesn't matter what it looks like.

  Business Response

  Date: 03/30/2023

  We are very sorry that ****************** is having these issues and an attempt to call her this morning and rectify this situation has gone unanswered.  Multiple emails to get a replacement can is unacceptable and the type of customer service that ***'s strives to provide its customers.  ********************** can replacement is scheduled and will happen next week when the delivery truck is in her area.  We encourage ****************** to call and speak with our **************** Manager who will be following up on this matter personally.

• Initial Complaint

  Date:02/21/2023

  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.

  This company had a 10 day delay at the beginning of January 2023. Trash should've been collected on 12/27 and was not picked up until 1/6. I was told it would be picked up 12/31 and it was not, then was told it would be picked up 1/4 - it was not, and then when I inquired on 1/5/23 I was told the pick up truck was in my neighborhood and would be picked up shortly. The truck was not in my neighborhood and the trash was not picked up on that day. It was finally collected on 1/6. Throughout the delay, my trash was over flowing and I had to combat animals going through bags that could not fit in the can any longer. Zans was not responsive to the potential health hazard.I should mention, my service has been delayed multiple times in the past but this was the "Tipping point." There was a lack of communication, a potential health hazard, I was given misinformation on the status and then provided a lack luster credit which was then removed when I submitted cancellation.I was provided a $6 credit for this recent delay but when I submitted a request to cancel my service, the credit was reversed and I am being charged a "Can collection fee."

  Business Response

  Date: 02/23/2023

  ***'s Refuse Service is never happy when a customer cancels.  We were experiencing delays in the Powhatan area where **************** lives but the issues causing the delays have been resolved.  Unfortunately, delays reasons happen that are out of our control and we regret the inconvenience to **************** but appreciate his patience.  And even with this, **************** stated that he loved our service up to these last few issues.  We wish **************** discussed his cancellation with the manager and requested these fees be waived rather than getting the BBB involved, but he did not.

  As requested, ******************** account has been zeroed; the can removal charge has been taken off of the account and the credit reinstated.  We wish **************** luck with his new trash collecting company and he is always welcomed back as a customer if he ever needs our ******************** again.

• Initial Complaint

  Date:01/23/2023

  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.

  Set up autopay through their website for trash collection 12/2/22, which should have automatically pulled 12/11/22. It did not pull the payment, so my account went delinquent. When realized my trash had not been picked up, I looked and realized it had not been paid, so I paid it on 1/21/23. I called on 1/23 morning to make sure my trash would be picked up this week, and they said it would not be picked up this week, but I am still responsible for paying for all 3 weeks that trash was not picked up. I asked for clarification, and they confirmed that even though they did not perform any services for 3 weeks (plus this week), I still owe them the money as if they had picked it up.

  Business Response

  Date: 01/23/2023

  ***'s Refuse ******** **** strives to be clear in all of our policies.  ****************** did set up autopay for her account, unfortunately when our billing system attempted to charge the card she set up on file, the card had expired and the charge was declined.  ****************** was sent an email stating this and that her card had been removed from the autopay system because it had been declined and expired effective December 1, 2022.  ****************** did update her credit card and received the following in an email:  "IMPORTANT: Your Auto-Pay application is now "Pending". Your application will be activated automatically when you receive your first bill notification by email - entitled "Auto-Pay - Your Bill ** Now Available".  In the meantime, You are responsible for payment of your existing bill until you have received your first Auto-Pay email notification. You can pay your existing bill online by selecting the "Pay Now" button."  This email clearly states that ****************** was still responsible for her existing bill.  The invoice in question was due on December 20, 2022.  ****************** did not pay this invoice until January 21, 2023.  As with any banking payment, her payment on the 21st will credit at the end of the next business day, which is January 23, 2023.

  Suspension of service was notified via automated call on December 27, 2022 to the phone number we have on file for *******************  This call was live answered at 4:40pm for 29 seconds; the recording states that the customer's invoice is past due and could face temporary suspension of service if not paid by January 1, 2023.  The call also states that customers are responsible for payments of service during the suspension period. 

  We are sorry that ****************** did not understand the autopay or the delinquent service policy and we will review our wording to see if can be made clearer.  Unfortunately, we cannot credit an account for service while the account was in a delinquent unpaid status.  

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The complaint was not about the autopay, my complaint was in regards to being responsible for paying when no services were rendered. It does not state anywhere that I would be responsible for pickups that are not complete. I have attached a bill that lists their policies, and that is not one of them. It says that I will be charged for any pickups during delinquency, but nothing about if trash is NOT picked up. Thanks for your time,

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

  
  

• Initial Complaint

  Date:01/05/2023

  Type:Sales and Advertising 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.

  Every week they committed to picking up garbage every Tuesday. This has happened very infrequently within the year Ive had service. They dont follow through with what they say they will do, pick up trash on Tuesdays and then expect me to be stuck in a 60 day notice and pay a $25 can return fee when theyve rarely fulfilled their end of the bargain here.

  Customer Answer

  Date: 01/05/2023

  I was never informed of the 60 day notice $30 charge. Id like that removed. 
  

  Id like this review posted for it to be own that this company does not deliver what it promises to do and what we pay for as customers. 

  Business Response

  Date: 01/05/2023

  ***'s Refuse Service is committed to collecting refuse from all of our customers on a weekly basis.  Customers are scheduled for collection on a specific day however, there are times when issues arise that are out of our control such as mechanical failures, truck part supplies, crew member illnesses, landfill closures, etc. that *** prevent us from servicing on any given day.  When these issues arise, we send automated calls to customers apprising them of the delay and letting them know when we will be out to collect their trash. Since the beginning of July, we have collected ************************ refuse on Wednesday four times, which is one day later than her normally scheduled day (excluding holidays).  See attachment "******* service history.jpg".  On each of those instances, an automated call went to the phone number on ************************ account, phone number ending in 9459. 

  In regards to her cancellation, ******************** was advised of our 60-day cancellation policy as written on the bottom of every invoice and as highlighted on the attached final invoice for her account (see ******** 60603.pdf).  ************************ previous payment on 11/14/2022 paid for services for November through January,  Her final invoice attached, shows that her cancellation was entered on 1/2/2023 as indicated by the charge for the "96-GAL Can Removal" of $25.  And the balance of her 60 days (actually only charged for 57 days) charged on 1/5/2023 as "60 day cancellation End:2/28/23" of $22 for service through the end of February.  There was a previous error where ******************** was inadvertently charged $30 instead of $22 but that charge was subsequently removed.

  ***'s Refuse Service is never happy when a customer cancels and we strive to provide superior service to each customer.  Although ******************** has only been a customer for a year, since 12/22/21, we are sorry she has chosen to cancel her service with us.

   

• Initial Complaint

  Date:12/26/2022

  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.

  They knocked over my grill/smoker breaking it and ripping the strap off of the cover that goes over my grill. Because I don't have a video of their worker doing it they will not take responsibility. I have to come out of my pocket with almost $300 to buy another grill and cover

  Business Response

  Date: 12/28/2022

  ************** called on Friday 12-23-22 to report that she believed our crew member knocked over and broke her smoker grill while collecting her refuse.  She provided still photos from her video surveillance camera as well as the video she attached here to the BBB.  She stated that her camera was set differently than a ring camera and did not pick up all motion, therefore it did not show the actual event nor our crew member servicing her trash.  She also stated that her neighbor's video was not working and also did not capture the actual damage incident or the refuse collection service.

  ***'s management called and spoke with crew members who serviced the community where ************** lives.  None of the crew saw the grill fall over nor knocked it over while emptying her trash can. 

  On Friday 12-23-22, the ******** ******** area was experiencing sustained winds of up to 45 mph.  The entire region was under a weather advisory for high winds and wind gusts.  All throughout the day, there were stories of trees down and other incidents involving the wind.  Our trucks had issues on the roads with the wind speeds and many customers had cans blow around even while full of refuse.

  We are sorry that there was damage to ****************** personal property however, ***'s believes that based on the weather conditions, the wind caught the cover of the grill like a sail and blew the grill over.  This is further supported by the interviews with crew members and the fact that the incident was not caught on ****************** video surveillance camera.  ***'s Refuse ******** **** is not responsible for damage caused by Acts of God; if ************* is able to provide video of our crew member knocking the grill over, ***'s would of course work with her on the replacement of her property.