Complaints

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

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  Recology CleanScapes, Inc

  801 S Fidalgo St Ste 100 Seattle, WA 98108

• 

  Recology CleanScapes, Inc

  4401 E Marginal Way S Seattle, WA 98134-1116

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:02/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  For some reason, the garbage collection truck took my garbage bin during last weeks (2/8/24) pickup. I requested a replacement bin but havent received it yet and was told it can take weeks to receive a new one. For this weeks pickup (2/15/24), I put my trash outside with a note that I am waiting on my replacement bin and asking them to take the bags. ******* collection did not pick them up, and instead left them on the street in the rain. It will potentially take weeks for me to get a replacement garbage bin. Am I going to have to pile up weeks worth of garbage until the city replaces my garbage bin (that they took in the first place)? I have nowhere to leave the bags except outside, where animals can potentially get into them.

  Business Response

  Date: 02/20/2024

  Hello,

  This property is located in Shoreline and the Recology issue is for King ******************** not City of Seattle.  The correct contact information i

  ********* Recology - King ********************
  Address: **************************************************************
  Hours: 
  Open  Closes 5?PM
  Phone: **************

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21300719
  
  I am rejecting this response because: My property is not located in *********. It is in Madison ******* near the Arboretum. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/12/2024

  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 am getting charged for services I did not have. I closed my account effective November *********************************** for services I did not have December 2023 when the company failed to pick up my trash bins after several emails on my end asking them to pick it up. I also left the bins empty I have time stamped and date stamped pictures of the empty bins and they are trying to blame me for this company failing to pick up the bins in a timely manner and after several requests to close the account I do not appreciate the poor service I haven't from this company. I would like them to remove the charges on my account for December 2023 when I was not even at this residence and the bins should have been picked up they failed to pick up the bins when I requested this many times.

  Business Response

  Date: 02/13/2024

  Recology King County called the customer and credited the December charges. ****** was satisfied with the resolution.

• Initial Complaint

  Date:02/06/2024

  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.

  As a company we switched to Recology May 2023. Since December 2023 we have not had our recycling picked up and have tried multiple attemps contacting Recology via phone or Email. It has not resulted in any action being done. Now into February we have been promised several times and even given dates that a p/u would happen, but those promises have not been fulfilled.

  Customer Answer

  Date: 03/05/2024

  Recology CleanScapes, Inc have rectified this issue since submitting complaint # ********

• Initial Complaint

  Date:02/01/2024

  Type:Product 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 live in a town house complex on 11th Ave E. and ****** Street, Dumpster Account# **********, and our complexs garbage has not been picked up in a month. We have made several calls to the Seattle ****** Utilities Cust Support line ************ and keep being told they will have Recology, the company they contract with, come out to pick up the garbage, but they never show up. The residents here literally have garbage rotting in our houses because there is nowhere to throw out our trash. We called last week and they said someone would be out on Wednesday, 1/24. No one came. I called Monday and was told someone would be out by Tuesday at the latest, and no one came. Today I called again, and they refused to escalate me to a supervisor because I am only a renter and not the person who pays the bill. He also informed me that the reason for these delays is that Recology experienced a cyber security incident in November, and as a result, Seattle Utilities no longer communicates with them electronically. This is ridiculous. Garbage pick up is a core service of the city, and we have gotten nowhere trying to get help. This should not be our problem. Can either of you please step in to address this issue, because we are at a loss as to how to get any help. I have reached out to Recology directly via their email address and even contacted their CEO, ***********************, by email (both yesterday afternoon) but have received no response. If Recology can't fulfill their basic functions, we should not be contracting with them.

  Customer Answer

  Date: 02/26/2024

  Hi,

  I just wanted to update you and let you know a supervisor from Recology reached out to me directly by phone and resolved the issue. He also provided me with more information which, if it is accurate, placed the ultimate blame with Seattle ****** Utilities, since they contract with SPU and SPU tells them which locations to pick up at. Apparently, some communications glitch between the two companies caused the issue. However, it has been a couple of weeks since they resolved the situation and we've had regular pick *** since then. No further action is needed. Thanks!

• Initial Complaint

  Date:12/11/2023

  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.

  My yard waste was not picked up for 1 month now . I am paying for the service that is not provided. Please deduct my monthly payment for this months since my yard was not picked up second time in the row . I am hoping that smbd can pick up the yard waste this week . Thank you.

  Business Response

  Date: 12/12/2023

  HI *******,

  We apologize for the missed service on your YW. I've issued a credit for one month of YW service that you should see on your next bill.

  Thank you and have a happy hollidays,

   

  Best Recology King County.

• Initial Complaint

  Date:10/22/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Recology Cleanscapes refuses to accept payment from us. They claim we broke a payment arrangement, and they cannot accept payment after a payment arrangement has been broken. We told them we would consider the payment arrangement. After we discussed the payment arrangement with them, they actually later accepted a payment. Then a month later they cut off our garbage service and refused to accept another payment. I also want our bill reduced since we are seniors, and the bill is a financial hardship for us. We are willing to give them $500 to start the payment arrangement, then $200 per month, only if they will restore our garbage service.

  Customer Answer

  Date: 10/29/2023

  Hello, just following up. Have you heard back from Recology Cleanscapes.

  Thank you.

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

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Company doesn't provide service in time as per contract. Garbage and recycle dumpsters have been sitting for days/weeks. The problem started in May and since that nothing changed, ************** doesn't want to help with that issue too. Multiple conversations with supervisors or dispatchers, managers didn't solve the problem. Us being charged for the service but don't provide one is not ok.

• Initial Complaint

  Date:07/06/2023

  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.

  First, Recology spilled all of our personal information onto the Internet in an an unsafe database. Now, they cant even pick up the extra can of recycling that I pay for. When I talk to them, they dont care they just say, wait for your next pick up. Talking to people at Recology you get a different answer every time, I have a phone conversation on Monday and get told will pick up your extra recycling tomorrow. Sorry for the inconvenience. I get an email within an hour that says sorry for the inconvenience. Will pick up your recycling. Doesnt happen. Give them a call and they say sorry. We dont do that. You have to wait until the two weeks later if I had another option for trash and recycling, I would take it. I wish their contract would get revoked.

  Business Response

  Date: 07/19/2023

  We are  so sorry that you are  frustrated with  our service. We want you to  be a satisfied customer and enjoy our service. You should not need to spend time calling in about missed recycle. 
  I'm  not sure what you are referring to in regards to personal information being leaked. Recology does not store  any personal information other than your contact information and we don't give that out to anyone.

  If your recycle was missed we will collect it the next day. There was a misprint on the collection calendars mailed out and everyone received the wrong day which led to multiple recycle misses. The calendars were approved by the city so everyone missed the mistake. Operationally we were not able to go back and get all of the missed recycle. For this we apologize. As we don't charge for recycle we can't refund  for it.

  We apologize for the missed recycle and we will collect all the extra recycling the following week.

  We hope  this resolves your complaint and  we  strive to provide you excellent service.

   

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20283433
  
  I am rejecting this response because:
  
  This is the 3rd time youve claimed youll pick it up the next day. You never come. You say you will, dont show, then a supervisor says you dont do that. Your customer service is the absolute worst  
  

  Sincerely,
  
  Will ****

  Business Response

  Date: 08/10/2023

  HI there,

  We value you as a customer and strive to perform the best possible service. We apologize if we missed your extra recycle. As recycle is a free service we don't have a way to calculate a refund even it was our policy to issue refunds.  As stated previously instead of credits we will go back and collect anything we missed the following day. As a valued customer we want you to be satisfied with our service.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20283433
  
  I am rejecting this response because:
  

  as Ive stated multiple times

  1. I pay for an extra recycle bin, you charge me for that. 
  2. You have continuously claimed you will come pick it up, yet you do not. Every time I speak to someone I get a different answer. Finally, I just dealt with it myself because you guys wouldnt f****** do anything.

  Sincerely,
  
  Will ****

• Initial Complaint

  Date:06/27/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Recology charged around $20 for the free pick-up bulky item because they claim the item was not there when they came. But we saw the regular Recology garbage truck took the item. So we got charged for free bulky item pickup service because Recology garbage truck took the item and the other recology truck that supposedly takes the item did not "see" it there when it came.

• Initial Complaint

  Date:01/07/2023

  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.

  Our Shoreline family never has and never will put out extra yard waste. We never have the lid lifted up by the waste. In early October 22, when we started seeing extra yard waste charges on our bill, customer service first claimed that we had a naughty neighbor sneaking extra yard waste next to our bin and that was the reason why we were being charged. They then erased the charges and told us from that point on that any extra yard waste would not be picked up and a photo would be taken to prove that there was extra yard waste sitting there. After that conversation, our next bill had 10, yes, 10 extra yard waste charges. They never followed through with the agreement that extras would not be picked up. They never followed through with the agreement that they'd take a photo to prove there were extras. They were putting incorrect charges on our account. Stealing. Our yard has heavy, wet, big leaf maple leaves and cedar droppings and the can does get heavy. On the can, it says that the can will not be picked up if it exceeds weight limits. The customer service folks say that there is not a weight limit. Thus, the driver should not be charging us for heavy cans. When we called to get clarification, were were told that a supervisor would investigate and ask the driver what was going on. So, we were going to be put in back and forth argument with the driver despite the fact that they didn't follow through with the agreement. Two weeks passed. No call. Called again on January 7, and was once again told that a supervisor would need to investigate. We will not pay the extra charges. This is simply corrupt business behavior and unacceptable. How can a business get away with charging extra with absolutely no proof or accountability? The city of Shoreline should be aware of how their residents are being impacted by this company.

  Business Response

  Date: 01/11/2023

  YW extras a charged for anything beyond the regular service level of the container on the account. This could mean an extra bag or if the lid isn't closed all the way. Drivers are  not able to take pictures of all the extras so that should not have been given as an option. As a company we have to collect all the trash and yard waste on the site and then charge for  anything beyond the regular service level as an extra. There was a ticket put in to investigate this  issue but I'm not seeing a resolution. We are currently investigating. I will go ahead and credit the extra charges that *** have resulted due to confusion. This is a one time credit and any future extras charges need to be investigated on a case by case basis. 

  Customer Answer

  Date: 01/11/2023

   
  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.
  
  Sincerely,
  
  *********************