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Business Profile

Garbage Removal

J.P. Mascaro & Sons

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

This profile includes complaints for J.P. Mascaro & Sons's headquarters and its corporate-owned locations. To view all corporate locations, see

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J.P. Mascaro & Sons has 3 locations, listed below.

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    • J.P. Mascaro & Sons

      2650 Audubon Rd Audubon, PA 19403-2400

    • J.P. Mascaro & Sons

      320 Godshall Dr Harleysville, PA 19438-2008

    • J.P. Mascaro & Sons

      600 E Neversink Rd Reading, PA 19606-3208

    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 2 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:10/02/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. They did call me and notified me they removed the charges which I appreciated that they finally answered me and addressed this issue.

      Regards,

      ***********************
      claiming I owed them the sam amount the collections had listed. I called Mascaro and notified them I had cancelled them awhile ago, and they transferred me to a voicemail where I left a message about my service had been cancelled. No one ever called me back but then I again received a new bill from collections now with the bill being $1,020.69. today I received another bill from Mascaro now requesting $1,020.69. So Mascaro continues to bill me, and also has this collections agency trying to bill me. I do not know what I am supposed to do as I have had this service cancelled and they just keep trying to ignore that I have cancelled this service and keep charging me and not only are they sending me bills to pay them directly but also having collection agencys come after me for the same amount when this is all invalid. I also know for a fact they have not come here and picked up my trash so I think it's ridiculous they are even still trying to act as if I use their service.

      Business Response

      Date: 10/24/2023

      October 11, 2023

      Dear *** *******: 

      In response to the above-referenced Complaint, please let this serve as our response. 

      This was a situation where, unfortunately, *** ******'s cancellation message and subsequent messages never made it to our Accounting Department. As accounting wasn't aware of the cancellation, *** ******'s account continued to be billed. 

      We appreciate *** ******'s patience. Upon receipt of this complaint, he was contacted, we have adjusted his account to reflect a zero balance, and we have removed his account from collections. 

      Very truly yours, 

    • Initial Complaint

      Date:09/19/2023

      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 Monday 9/18/23 was my trash day. Once again JP Mascaro did not pick up my garbage pail. I have called their local office and no resolution has been made. This isnt the first time JP Mascaro hasnt picked up my trash. All I want is my trash to be picked up which they are incapable of doing.

      Business Response

      Date: 10/24/2023

      September 25, 2023 

      Dear *** *******: 
      In response to the above-referenced Complaint, please let this serve as our response. 
      While *** ********* states that he contacted our company on September 18, 2023 regarding a missed trash pickup, the first call we received from him was on September 19th at 8:45 a.m., at which time he was advised that we would collect his trash that day. He called again at 12:13 p.m., demanding immediate service. His trash was confirmed collected at 12:48 p.m. Our policy is to respond to complaints the same day they are received, and that is what we did in this instance, four hours after receipt of his initial call. 
      With regard to *** *********'s statement that this wasn't the first time his trash was missed, this is the first time we received a call from him and it was handled in a timely manner. There were no prior complaints from him. 
      I hope you find this response satisfactory. If you require any further information, please do not hesitate to contact me. 
      Thank you for your consideration. 
      Very truly yours, 

    • Initial Complaint

      Date:08/15/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a letter from you about a complaint I had filed - **********. A supervisor from JD Mascaro came by and spoke to me about the situation so it has been resolved. Thanks for your help.
      ******* *******

      Business Response

      Date: 09/19/2023

      September 19, 2023

      Dear *** *******: 
      In response to your letter dated September 10, 2023, please let this serve as my request that the above-referenced Complaint be re-opened. 
      The contract under which we service *** ******* is a municipal contract with the Borough of ****** ******. Under that contract, recyclables are picked up every other week. Apparently, *** ******* was under the mistaken impression that recyclables were to be picked up every week. As such, for the weeks that recyclables were not scheduled for pick up, if *** ******* placed her recyclables out, they would sit at the curb until the following week, at which time they were picked up on the correct pickup day. We received two phone calls this year from *** ******* regarding recycling pickups - one on June 20th and another on July 17th. Subsequent to the July 17th complaint, she was made aware of the collection days. 
      With regard to problems with trash pickup, we have received no calls or complaints from *** *******, so I'm not sure why she included trash pickup in her complaint. 
      You should also know that if you contacted the Borough, they would tell you that we have an excellent service record. In fact, earlier this year, Borough Council awarded a new five-year contract to our company (April 2024 through March 2029). 
      I hope you find this response satisfactory. If you require any further information, please do not hesitate to contact me. 

      Thank you for your consideration. 
      Very truly yours, 

      Customer Answer

      Date: 10/26/2023

      Please disregard my last email that this has been resolved. Case ID ********. We have now had another missed pick-up since the supervisor stopped by our home, and he is not responding to voice mails. Please proceed with noting unresolved problems through Better Business Bureau.
      Thanks.
      ******* *******

    J.P. Mascaro & Sons is NOT a BBB Accredited Business.

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