Reviews

Review Details

• Review fromVirginia S

  Date: 03/29/2024

  Kelley’s has picked up our trash since 2013 with zero issues. They’ve never charged extra when we have more trash than usual. I appreciate them very much!

• Review fromWill K

  Date: 11/20/2023

  Kelley’s has been collecting our garbage for over 20 years. We have never had a single issue (unless I forgot to pay!). They never leave a mess. I don’t think they’ve ever refused to take any waste. A pleasure to deal with.

• Review fromJenice P

  Date: 07/11/2023

  Served us very well for over 10 years. They are a small family owned business. I appreciate them. Pearl

• Review fromBrian W

  Date: 12/26/2022

  Moved out to Fincastle last year and they are the only game in town. I appreciate them running the route I am on.

• Review fromJosh B

  Date: 11/28/2022

  Don’t waste your money. I’ve had my trash down at the road for a whole month. They never touched it. I pay payments through auto pay and they just up and quit taking my trash. Terrible company. I will be sure to tell everyone I know not to sign up with Kelly’s Garbage. Because they are in fact… garbage.

• Review fromDillon

  Date: 08/03/2022

  Fraudulent company. Many instances of paying for service and then cherry picking days that they want to pick up my trash instead of every Monday like I pay for. They cashed my check for $44 on July 1st, 2022 and they have not picked up my trash since May. I will be filing a police report for fraudulent activity.

  Dillon

  Date: 08/03/2022

  I would like to add that I have spoken to a woman multiple times in the past month where she informed me that they will be sending someone to pick up my trash and that there was a mistake on their end. They now won’t return my calls and my trash has still not been picked up.

  Kelley's Garbage Collection Service, LLC

  Date: 08/04/2022

  Hello, I spoke to the author of this complaint on 8/3/22. I can look back and see when the previous calls were returned and which dates she was spoken to. On 8/3/22, I went over the payments we have received from this client since she began using our service. I detailed the month she started service up until the last payment we have gotten. The client's first payment for Dec/Jan 2020 was due February 2021. Our clients are used to this format as we have charged this way for years. The payment that was due in February 2021 came four months late in June 2021. Client was not charged for unused services after 2/15/21 until 7/5/21 when this client's garbage started being collected again. July & August 2021 were due 9/15/21 and payment was not received until 11/12/21, which is nearly two months late. The client's service was once again suspended as of 10/1/21 up until we received payment on 11/12/21. The record reflects that this client was charged $13 for September 2021 and $22 for November 2021. October was removed from the record as services were not rendered. September and November were due 12/15/22, we received payment on 12/20/21, which we did not charge a late fee for due to issues with USPS being overwhelmed and understaffed, we understood that a lot of payments would come in late. December 2021 and January 2022 were due 2/15/22 and this payment did not come to us until 3/18/22. We always give our clients the third month as a courtesy, send out late statements with a due date of the 1st of the next month, therefore the client's garbage would have only been left in February if they decided not to use the service. Two weeks garbage would have been collected in March, the 22nd and 29th. The entirety of April would have been collected without issue unless, once again, the client decided to not use the service. Upon looking at the charges closely, it seems the remaining balance would be February - $22 March - $8 (prorated to reflect the payment made in the middle of the month.) April - $22 for a total of $52 excluding late fees. The client sent a total of $46 on 6/6/22 which would be applied to the late amount, still leaving $8 credit to April. All payments are due after service is rendered, therefore Kelley's does not typically issue refunds unless the client has paid in advance of when their bills are due. An overview of account activity has been mailed to this client. In response to the complaint that this client can't have her calls returned, that is simply false as I personally spoke with her on 8/3/22 at around 3 p.m. after my shift was over. I reviewed the account payments with her, shared personal information such as check numbers we have received for the account and went over company policy. The client asked to start a new account to just start fresh and be done with the old one. This request is not only against our policies, but many companies do not allow this. I asked the client to check her bank statements and if there were any check numbers that cleared her bank, but were not being reflected by the check numbers that we have on file. She stated that she saw a more recent one, however the check number had a line through it. I gave the client an e-mail address to send front and back copies of the check for proof of payment to, if it was a missing check, that was enough proof for us to adjust her account and get things back on track. The client then said there is no front copy of the check, so I recommended she contacts her bank. After some time on the telephone and reaching no conclusions, I told the client there is simply not much I can do without the e-mailed proof and that I can really only recommend she calls the county's landfill supervisor. Usually this happens when a client doesn't agree with our rules or policies (many set by the county) so the rules can be explained a little more in detail. Unfortunately, after waiting for the post phone call e-mail for almost two hours, I gave up and left the office. I feel that due to the client's lack of regular payment history, the requests to forgive the non-payment and start a new account, the proof e-mails seemingly never being sent, accusations on the complaint alone which I assume was posted after our phone call, I feel that Kelley's is not responsible to issue a refund to this client when there is still a balance due and the client did not follow up in the way that we asked to have this settled sooner. If the BBB needs any more details, I can review more information and call logs.