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:02/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Kelly’s garbage on numberous occasions last year due to poor book keeping . Said they don’t mail out receipts as I asked for them in a few letters written to Kelly’s garbage .Left numerous messages over the phone to o response would not anwser phones last year , has been a rough time with Kelly’s garbage . This year I called after they have continued to pick up my garbage today I call and he says well they have no record yet he can go over all the times I called no matter whether it’s my number or my sons or husbands. He said they have excellent book keeping records and he knows this cause he has been there for three weeks . But then perfect book keeping records came with well you haven’t payed since august in which if you don’t pay they don’t pick up your garbage so therefore I had to have paid . I also put the payments for Postmaster hand to their box In ********** ******** . Last year never got a book a coupon book tried to pay online but since I had No coupon book as stated the site would not allow me to pay called asked them to pay over the phone . I had to pay an additional 150.00 to them because of their time book keeping records . I was told to get my receipts and phone log to prove ny calls just like your other complaints you can’t fix when they do t anwser and if they did call once in a blue moon ?? I called right back at my earliest . But ***** ***** assures me they are perfect and I’m at fault . So now I will be going through files to get their receipts !! Why should a consumer be talked to like this or have to pay pay pay for their mistakes .????

  Business Response

  Date: 03/01/2024

  The customer in question has a long history of issues with payment. According to the customer we have "terrible" booking keeping. The employee that did the book keeping had over 40 years of experience with our company and I have absolutely no reason to believe that they wouldn't do their job to the best of their ability. The customer states that we never sent them their payment booklet last year yet we can confirm that not only did we send them one, we also had to send them another one later in 2023. Whenever we can't answer the phone for our customers we make it a point to call them back as soon as we can sometimes making multiple attempts throughout the day to contact them. If the customer supplies us with their receipts from the money orders they sent us I would be more than happy to credit their account. We do not take issues like this lightly.

  Customer Answer

  Date: 03/11/2024

  I have reviewed the response offer 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. Because all of it is lies and if you notice with my recent question to the public those are just the responses that I can upload ? And here is our new 2024 payment book due date shown . If book keeping was on point why would we get a new book rather then a late notice and why was my garbage conveniently picked up and no problems till the day I called to make a payment for the new year ??  Is this because book keeping is perfect ? I think not  Regards, ***** *********

  Business Response

  Date: 03/12/2024

  The customer only wants to show negative comments pointed towards us. There were other customers of ours that spoke up on our behalf as we do not see it as being professional to comment on customers private records on a public social media service. All we have asked for are her receipts from the payments she told us were sent in and we have not received anything as of March 12th.  I would be more than happy to scan and e-mail the customers records to them to show them their full payment history. Unfortunately, even though they were late on their bill and were sent a late statement and were supposed to have their items left the employees went ahead and collected her trash. Normally we would let this go and excise the amount previously owed, however when the customer called she was threatening one of our employees with litigation and was irate. She also claimed that we had been harassing her even though she claims that she never gets anything from us and that she was the on e that called us that day. On the social media page she claims that she would rather have a dumpster for her and her neighbor which leads us to believe that she may be allowing her neighbor to put out items with her trash which we do not allow. We will be investigating this matter. At Kelley's Garbage Collection Service we take claims like this very seriously, and are awaiting the customers receipts that she said she would show us.

• Initial Complaint

  Date:10/13/2023

  Type:Customer Service 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.

  They will not pick up garbage and will not return phone calls

  Business Response

  Date: 10/23/2023

  This issue has been handled within our office. There was an account problem. 

  Customer Answer

  Date: 10/25/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *******

• Initial Complaint

  Date:07/09/2022

  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.

  I’ve been a customer with Kelly’s Garbage for 17 yrs. I’ve always paid my bill on time and have never asked for a special pickup, etc. I sold my home last month and called to ask for a pick up for my old mattress. No matter how often you call this business, you will likely not get your call returned. The 2 times it was returned, I was told that she will take care of it and have “the man” return my call. It has never happened! A month later the mattress is still in the front yard. The people of ********* need another trash removal option. One where there is reliable customer service.

  Business Response

  Date: 07/12/2022

  I am sorry this has happened to you. I am the one who personally answers calls after my route, with an apprentice working under me during the day trying to return and take as many calls as she can handle. Because we are a small business, we do not have someone in every department to do a singular job each and every day. Our guys first handle their routes every day and then take care of any extra pickups or additional requests that have been agreed to between the customer and said employee.  We do not run our bulk services like a city would. Instead, we do them per request and for an additional charge. The phone number has been forwarded to the two men we have doing our bulk/extra/special pickups. They will call back on a cell phone number instead of our office number. I will need to ask this employee if he has attempted to return this call or left a message with the customer.

  Customer Answer

  Date: 07/21/2022

  I have reviewed the response offer 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 mattresses are still out beside the road. Regards, ***** *****

  Business Response

  Date: 08/02/2022

  We are sorry for the misunderstanding.  It can take up to three weeks for the pick up, just depends on how busy we are.  Since you were not charged and the mattress is gone, there is nothing further to be done.

  Customer Answer

  Date: 08/05/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *****