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Business Profile

Garbage Removal

Whitecap Waste of West Virginia, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 is a waste removal aka garbage company and for 3 weeks they have not picked up my garbage. I’ve called and been told they are not short of help. I know often the weather is bad but it is not bad enough that they cannot get to me as I’m on a state road that’s literally less than 10 miles from them.
    I’m elderly and this is ridiculous and unsanitary. I also was told when I called by Katrina that she didn’t know why they didn’t come, when they’d come, and told me I still would be charged for all the weeks they missed.

    Customer Answer

    Date: 04/01/2025

    Better Business Bureau:



    I have reviewed the 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.



    I am a customer of Oak Hill Garbage and they were bought by White Cap. My Account is in my late husbands name, ****** ****. And I don’t have a bill to provide my account number as I pay it by check and then toss it.



    Regards,



    ****** ****

    Business Response

    Date: 04/22/2025

    To Whom it May Concern

    Ms. ***** account number is ***** - she could have easily called the office to get this number. Ms. ***** needs to call the office and change the service from her late husband's name to her name to make sure there is no problem in the future with her service.

    I am attaching the April invoice for her service.

    Thank you

     

    Customer Service Department

    Whitecap Waste of WV

  • Initial Complaint

    Date:01/30/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 1/28/2025 thus garbage pick up co. Picked up my garbage at 7:12 p.m. but also took my wooden garbage container/bin as well. This is a container that holds my trash can. The bin was present b4 the came but just 16 mins after the picked up my garbage my bin was also gone. I contacted the garbage co. (White cap) the next day. The supposedly checked with their drivers and no one knew anything about it. They told me they did not have phone numbers for the drivers helpers!! This containers had been damaged on 1 side but was going to ne put back together on that side once piled up snow had melted...all 3 other sides were still standing up and my garbage can was sitting in the middle as it had been for weeks so there was no way anyone should have thought my container holding the garbage can was actually trash itself. I need them to reimburse me for my wooden container/bin...it was only about 6 mos old and cost me $135. I realize this was probably just a mistake but they can't just pick up people's belongings such as their garbage container/bin as if it's trash and cost the owner money. It wasn't trash!!

    Customer Answer

    Date: 03/14/2025

    Better Business Bureau:



    At this time, I have not been contacted by Whitecap Waste of West Virginia, Inc. regarding complaint ID *********



    Regards,



    **** ******

    Business Response

    Date: 03/31/2025

    To the BBB

    Whitecap Waste has located the exact driver that worked that evening. This activity happened around the time that the snow had plummeted our area and many roads were not cleared by the State Highway. The weather had caused a delay in service for our customers and the drivers end helpers were ONLY taking bagged garbage. They were NOT taking any type of other material.

    I have taken pictures of this location and do not see where a garbage bin could have been placed. Also, drivers are aware that wood is considered construction debris and can cause major damage to the hydraulic systems in the hopper of our trucks. The drivers will NOT pick up any type of wood debris without a work order from the office noting whet material is to be picked up and how much material is to be picked and where the material will be located.

    Ms. ****** stated that the bid was damaged on one side — and she did not offer any proof of the type of container purchase.

    But, our employees did NOT take her damaged bid.

  • Initial Complaint

    Date:10/28/2024

    Type:Billing Issues
    Status:
    Answered
    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 a disabled Veteran and live alone. I used their services several years ago and paid a year in advance. I cancelled services after a year and hauled my own trash. Due to health issues, I recently tried to start service again and was told that I had to pay them for a year of previous service that I did not receive or I could not start service again. This is extortion and the new owners have a monopoly. When I had service, I only had 2-3 bags of trash a month and it wasn't picked up half the time. The new owners seem to think because I was sent a bill to renew and didn't, I still owe them for a year of non-service. What makes this more insulting is the sarcasm and insistance that I must pay for services not received or not have my trash collected. This business requires advance payment and knows that they are trying to extort money I don't owe. I requested to speak with management and the same sarcastic female refused to let me and stated, "they said that you had to pay the previous bill or I could not start service." This is insane and the only two garbage companies are owned by the same entity. I always pay my bills and I am sure that others have been extorted as they are attempting to do to me. I am extremely stressed over this and have trash piling up while I am unable to haul it. Please help me and others. Thank you

    Business Response

    Date: 12/12/2024

    To Whom it may Concern:
    We received your notice of a complaint filed by **** ******, located at *** ****** ***** ** * ** *****
    Please note from the enclosed statement — the balance is from service provided to Mr. ****** in 2022.
    It is still due — and has been turned over for collection. Mr. ****** owes the entire balance in full. Our rates are set by the WV Public Service Commission and every customer pays the same amount.
    Mr. ****** should not make such slanderous remarks that we have committed some type of extortion.
    Please have Mr. ****** call the office — but he will have to pay for the past due service provided to him in 2022 before we can start providing him new service. The regular monthly service includes 6 bags a week and any amount over 6 bags is charged at $1.00 per bag.

Whitecap Waste of West Virginia, Inc. is NOT a BBB Accredited Business.

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