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:03/22/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:your business was in the same area dropping  off carts and picking  up others at the same time. . It was not a extra trip. I should not be charges your ***** pickup fee.
  
  
  
  Sincerely,
  
  
  
  Louise ********

  Business Response

  Date: 03/23/2023

  The customer called to close the account and was reminded at that time of the $** fee to have the container picked up on the last day of service.  This is picked by a separate truck.  This fee is also disclosed when we set up the account on the phone, in the new customer information that is sent out, and on each of the invoices.  The final balance is correct.

  Business Response

  Date: 03/28/2023

  We do understand that customers may not understand costs that are incurred on the business side, and have disclosed the charges ahead of the customer setting up an account with us.  Again, we disclosed the charge to remove the cart on the phone during setup, in the new customer info by mail, on the invoice, and again on the phone during the cancelation.  We do have to cover those costs of the service that was requested.  The charge is valid and was disclosed multiple times.  In an attempt to work with the customer we will agree to accept $** for the final balance.  Once the payment is posted we will adjust the rest of the balance from the account.  As this balance was originally billed out in December, and they have received four monthly invoices to date, payment would have to received by the end of March in order to avoid collections.

  Customer Answer

  Date: 03/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I am not paying ** dollar because you were in the area already pickup and dropping off carts. I do not have the cart you do;
  
  
  
  Sincerely,
  
  
  
  Louise ********

  Business Response

  Date: 04/26/2023

  We have worked with the customer in good faith to adjust the balance on the account.  We have considered this case closed at this time.

• Initial Complaint

  Date:03/10/2023

  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 received my bill for the months of Feb - Apr and called to have service cancelled at the end of Feb since the price had increased by almost half again what I was paying/ (went from ** to **). They pinged me because the bill was not paid. At that time I again told them I had cancelled my service. They then called at the beginning of March and after the third request to cancel, they finally did. The catch is that they still wanted to bill me for the service that I had requested to be cancelled. On top of that they are trying to now charge me for breaking a service agreement that I did not sign, and to come pick up the container. $** for the service and $** for the container pickup along with the service that I asked to have cancelled. Absolutely ridiculous.

  Business Response

  Date: 03/16/2023

  There seems to be some confusion on what the final balance covers.  We do show that the customer reached out on 2/23/23 to cancel service, with a final service date of 3/2/23.  As the customer stated, the services on the billing he received was for Feb/Mar/Apr.  There is a final balance of $***** owing for the month of service in February, and the cart pick up fee (which is disclosed on each invoice and also was advised over the phone before canceling).  There was not a charge added to the account for a broken service agreement, only the services received.  There is no refund due, as no payment was made for that billing cycle.  The balance on the account is correct and owing.  Once the $***** is paid, the account will have a zero balance.

• Initial Complaint

  Date:01/06/2023

  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.

  We had a service for trash service contract dated 01/10/2019, with the initial rate of $***** per month for commercial trash service. I was under the assumption that the price would be the same- no where in the contract did it stated there would be a yearly increase. There is an article section indicating possible "rate adjustments" due to cost of fuel, etc. However it would be notified in advance. Over the last 4 years- the price of service have been increase **% percent every year.
  To this date- January 04, 2023- the rate they impose to charge is $*** plus administration fees- in total $*** per month. From the initial date 01/10/2019 to 01/04/2022- not even 3 years- they price gouge the service fees up to ***%. Again, the company failed send any notification or memo ahead regarding the increase in price. I called and talk with the sales rep - Kyle ***** and asked to terminate our service because of this unethical and unreasonable price raising- in addition to that they breach the contract and did not notify us of the increase ahead. his response was due to "inflation" they had to raise the price. Inflation started not even a year- waste connection have been raising the rates **% every year. Cost of living increased up to 8%- not ***% from 2019 to 2022.
  

  Business Response

  Date: 02/08/2023

  Business Response /* (1000, 8, 2023/01/27) */
  This is a business account for which the customer signed a contract with allowances for rate increases due to disposal, fuel, materials and operation costs, etc. Those costs increasing may result in increased charges for services without further notice, as the customer agreed as such when they signed up for services. With these costs soaring as high as they have this past year, we did have to pass on a portion of those increases to all of our customers, in order to try to cover some of those expenses, as have most all businesses. We have reached out to the customer multiple times to try to work with her on her service and rates. The customer has not responded to us on our attempts to reach her by phone, and was not available when we stopped by to discuss in person. Our last contact was that she was under the weather, and we advised we will touch base with her next week to continue to try to work with her, once she is feeling better. We are always willing to discuss concerns and work with our customers to find a solution. The customer is currently under contract for services and we will await her response to our sales team in order to work out a resolution, or to advise on fees associated with canceling the account.

• Initial Complaint

  Date:11/05/2022

  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.

  This company charges a prepayment for services. 3 mths of service per payment. At least 1 out of every few months this company does not pick up trash claiming our dirt road is bad(even on a dry day) or a car was stalled and they couldnt get through etc...we have asked to be reimbursed for the times service is not rendered since we are paying and the company chooses to not pick up trash...they will not credit and will not come any other day but the next scheduled pick up day so we have trash piling up....phone call after phone and nothing gets resolved...if we have prepaid for service and we are not provided said service we should get a credit on our account....if we cancel service and choose to handle our trash at home they charge a ** dollar pick up fee this company is *********
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/17) */
  This customer reached out to us after this concern was posted. We explained that this location is sometimes not accessible by our trucks due to muddy roads after rain and snow. A trash truck tends to get stuck much more easily than a regular vehicle due to the weight of the truck and the contents. If we attempt to service and are unable to reach them, we take the accumulated trash on the next service day. They are not held to the same limitations and can have extras.
  Due to this customer's concerns, we did work with her to close her account and we waived the cart pick up fee. A refund for the remaining services is in process and they should receive that back by the end of the month.