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:01/04/2023

  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.

  Recology, which is the company contracted to pick up our garbage in this region of the state, has not picked up our garbage since the 2nd week in December. The 3rd week in December pickup was cancelled due to the ice storm. We were told by Recology we could put all garbage out the next week for no extra charge. They skipped our house, picked up the garbage in front of all the other homes in my neighborhood, and now I have nearly a month of garbage (there is lots due to Christmas presents). I have noticed rat activity on the side of my house and garbage is getting ripped into at night by animals. I have called Recology and left messages for a call back twice and not received a call back. My wife has sent 3 emails to Recology and has not received a response. This is becoming a health and safety issue. My account is current, there are no outstanding bills, and we have never been late on or missed a single payment.

  Business Response

  Date: 01/17/2023

  Hello, Looking at the account the 9/1/22 invoice was never paid resulting in a balance owed. A stop service was place on the account due to the previous balance. Payment was received on 12/15/22 but there was still s balance  owed. A second payment was received 12/30 which covered the amount that was over 47 days late causing the stop service. The account is now in active service and was collected 1/10/23. Normal Tuesday collect will happen tomorrow for MLK day. You will be collected tomorrow.

   

  I will credit two weeks of the stop service. I will credit the 5 extra bags of trash that were picked up on 1/10. 

   

  Best,

  ********

  Customer Answer

  Date: 01/17/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:11/26/2022

  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.

  Recology would not only not resolve a mistake they made, but want me to spend my time fixing their mistake AND not picking up my garbage despite no fault by me.Today the Recology store looked up my payment and found that I had paid the correct amount on a check number that matched both our records, paid at the store October 26, 2022. They were very nice and said it must have been an internal problem because their records at the store confirmed that I had paid my bill and my garbage should have been picked up.I got a call from HQ about an hour later and the man on the phone (I can provide details) and was not nice, not calm, accused me of making the problem and tried to force me to do his job. He said that if I didn't spend my time, car, fuel, etc. to track down the cancelled check in 1 week, he would again cancel garbage pick up. He was yelling at me over the phone towards the end of the call (I was in a Trader Joes, so I had a calm voice so people wouldn't stare at me like a loony-bum).I suggested I send him my bank statement that would show the check number and amount, but he was too busy being mean.* I want my garbage collection to continue without having to go to my bank. Internal Recology made the mistake - according to records at the store and a nice conversation with an employee there. Therefore, I should not have to spend my money and time to do their job.* I do not believe I should pay them for the 2 weeks they did not pick up my trash. I am happy to pay for a service, but if there is no service, I should not have to pay.* I want Recology to tighten up their collections system so that nobody else has to go through this. I have tried to sign up for direct payment, but it was so cumbersome I gave up.* I would love it if the man who was yelling at me rather than taking responsibility for his company's error had to apologize to me and his leadership team (on their budget) for being such a privileged/pompous mean person. He should be a junk yard dog, not a **************** employee.

  Business Response

  Date: 12/07/2022

  Hello, We apologize for the check not posting to the customer's account. Customer made a payment at the store with a check which was apparently lost in the mail.  Recology's bank never received the check and the funds were not removed from the customer's account. I apologize if the customer service rep who called was not more sympathetic explaining the situation. Customer will not be charged for any missed pickups due to the missing payment. 

  Customer Answer

  Date: 12/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I appreciate not being scolded for causing the problem (since I did give the check to a Recology employee at a Recology store.  I also appreciate that the threat of never taking my garbage if I didn't do what the clerk said was my fault, is not true - my garbage was in fact collected today.  Thanks also for not billing me for the 2 weeks where my garbage was not collected.

  I am not sure what to do now, since the check was not found at your facilities.  If I have to pay for a Stop-Payment at my bank, it is only natural that fees for that come from Recology, since I gave my check to Recology, but now Recology cannot find it.  If Recology could give me an easy option to use to pay my bill in the future, I would be grateful, since I do not want a repeat of Recology losing my check. 

  If the above can be accomplished (paying for a Stop-Payment on the check that Recology lost and provide an easy way for me to pay - like direct deposit) I would consider such a resolution as satisfactory to me.
  
  Sincerely,
  
  ***********************************

   

• Initial Complaint

  Date:10/17/2022

  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.

  Recology charged me for an extra item pick-up that I did not put out. One item was free and while I asked about another one, I decided not to do that. I only put out one item. I have called them many times. Each time they tell me that the error was theirs, or that they have to talk with someone else, or look at a photo. In the meantime they are threatening to discontinue service. It is $91.25.

  Business Response

  Date: 10/18/2022

  A credit was issued for the bulky item on October 5th for $91.25. Customer was emailed notification of this credit. It will appear on the next Invoice.

  Customer Answer

  Date: 10/18/2022

   
  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. Assuming they actually remove the charge.  My on-line ******************* shows it as owing.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  customer # ********* have opened accounts since Sept or Oct 2021, in the beginning we set up a pick up schedule to once a week, but it wasn't enough, then changed it to twice a week, but later our dishwasher told us the trash was always full. We didn't realize that our 3 trash, trash, recycle, and food waste bins didn't get picked up twice a week. Due to communication problems with our dishwashers who couldn't speak English well. Few months ago, we got time to speak and communicate better via translator and found out that our trash was always full and empty out only once a week. After finding out, we did a double check, and that is correct. It was supposed to pick up at the beginning of the week and later, but later in the week the trash bins are all still full with the same amount of trash.They have been charging us for the twice a week fees, but only giving us once a week service, so we do need the refund for those over paid. They charged us for extra pickup because the trash was overflowing and it wont happen if it was pickup correctly.We contacted the supervisor who spoke on this, we sent pics and he agree and was going to do more investigate, but haven't heard back, so we emailed customer service and got a credit of $30, we pay $700-900 a month, this has been over 8 months and the different should be the twice a week service fees - once a week fees, not $30? Last month, our trash, recycle, and food wastes didn't get picked up because the residents using ours and Recology refused to pick them up due to contamination, so the management had to hire someone to clean up, why did we get charged for the service that never happened? They still charged us for extra pickup, but they didn't take our trash, how could they charge us for it, at least refund us for the difference for twice a week service fees.We really need to get this squared away. We paid for the service that we never get, and that is wrongful doing business.Looking forward to hearing back soon!Thanks

  Business Response

  Date: 08/22/2022

  Recology issued a credit of $717.50 for the missed trash and extras charges.

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17694275
  
  I am rejecting this response because:
  
  We have the account almost a year and we paid for 2 times pick up per week but we received only once time or no pick up, so the different will be the different for the 2nd pickup. In the month of July, our trash and 2 other bins didn't get pick up at all because they claimed that they are contaminated, the food wast bin were over flow, management hired someone to clean up but still, last week this bin was picked up by cleanscape but he said he work at a different route.  The bin was very very heavy for them, so we paid for 2 months just for that bin and no service.

  He mentioned that we should talk to the city instead! Just the month of July itself, our fees was $8-900, and no service was provided then why we have to pay for it? We paid every month on time, since we thought we have been getting the service, but if there is no service we have been over paid, ***** refund the different! 

  We can start over and please provide the service and pick up our trash regularly! 

  thanks 
  Sincerely,
  
  ***************