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:07/14/2023

  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.

  We called to ask about furniture and trash removal services for a 3 bedroom house and garage. We were quoted 1 truck at $1099. Never was there a mention of additional fees, a time limit or an official estimate before the first truck arrived on site. 7/8/23 they arrived. Explained the 2 hour maximum, additional charges for mattresses, electronics, etc and were told we would need 2-3 trucks more. The trucks are so small it took less than an hour to fill. Second truck was scheduled to arrive 7/10/23. When they arrived, they said we would require 4+ more trucks. We spoke with someone on the phone who stated after the 3rd truck a manager would reach out to see what they could do to help. Third truck comes 7/11/23. House and garage are still not cleaned out. Never did a manager call. We have called the local branch and left messages as well as the main national branch. We are being ghosted. There was no attempt made to recycle anything, everything was trashed, which is not a good look when much of the furniture was in excellent condition. We are now left scrambling to find a new company to come in and remove what is left as the closing is 7/21/23. This is my 81 year old mother's house. She is moving into a retirement community and we absolutely feel she has been taken advantage of by 1-800-GOT-JUNK. An already stressful time has been made significantly worse because of the lack of competence and services by this company. Being quoted $1099 and being $3000+ in with only half of the work complete is an absolute bait and switch.

  

  Business Response

  Date: 07/18/2023

  I spoke to **** after the 3rd truck was taken. I expressed over the phone that we did initially underbid and gave an estimate of 2-3 trucks remaining after the first truck was taken on 7/8  I personally spoke with the onsite contact, ******, who is ****'s mother - I explained further how the service works and the cost of each truck. I also explained we were limited to 1 truck each service because of our staffing and capacity. The 2nd truck arrived on 7/10 with the 3rd arriving on 7/11. 

  We took 3 total loads, with items remaining. We made every effort to donate the items taken. The second truck on 7/10 was actually almost all donation items and were successfully donated. When speaking with ********** did apologize for the initial misquote and offered a discounted rate for the remaining trucks. She understood everything that was told to her and decided to give us a call if she would like to move forward with the rest of the project.