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:07/29/2024

  Type:Product 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.

  A few months ago, an industrial quality garbage can that we owned for approx. 15 years was crushed by the Best Way garbage collector. One side was split open starting at the top and going 3/4 of the way down the side. When I called them I was rudely told since the can did not belong to Best Way they would not replace it. Even though they were the ones who crushed it. They did not care. Now today, after they were suppose to empty the can, they only emptied it half way. We had three small bags on top of some sticks and garden weeds. All the took were the three small bags and left everything else. I would like to pass along my experience so others can be aware of there very unprofessional, disrespectful practices.

  Business Response

  Date: 07/30/2024

  I would be more than happy to deliver a 96g Best Way cart to *** ******* residence; however, this cart would remain the property of Best Way Disposal. We do not sell or give away our carts, so that in the event the cart is damaged we can exchange it for an undamaged cart.

  I apologize if *** ***** felt his complaint about his personal can being damaged wasn't handled in a way that was satisfactory to him. I do see a note on his account from April 2024 that our Customer Service Representative explained that we do not replace personal cans; due to the nature of the truck's operation, it is unavoidable that damage to carts/cans will occur.

  No cart/can is indestructible, as much as we wish they were, so we prefer to service carts that we provide.

  There will be no extra cost associated with the use of our cart. Please let me know if *** ***** would like to have one of our carts delivered and I will schedule that delivery for any Tuesday of his choosing.

  Thank you,

  Martha B******

  Customer Answer

  Date: 07/30/2024

  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 can deliver another can any Tuesday.  We are usually home but if we must be here to accept delivery, please let us know date and time.

  
  Regards,
  
  **** *****
  

• Initial Complaint

  Date:07/19/2023

  Type:Product 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.

  Bad business, beware!! I called to cancel service and the “no refund” policy was not mentioned and it should’ve been. Was only addressed when I asked about my refund. I was told “all trash companies do it”, which is a lie because I then called another company and they do not do that to people. I understand “it was listed at the top of the annual statement” but that still doesn’t make it okay to steal someone’s money. Terrible terrible company to charge for a service and then keep the money that was paid when the customer cancels. I am writing this in hopes of a refund, but mostly to warn others. Also, trash pickup was skipped multiple times over the past year. I had to call at least 3 times to complain and have another truck sent out… and yes, the can was out the night before every time.

  Business Response

  Date: 07/19/2023

  I understand that *** ****** disagrees with our policy of not issuing refunds, but as she stated, it is clearly stated on the invoice she paid. We would be more than happy to service her for the remaining term of her service.

  In regards to her complaint that she's been missed multiple times I only show that she's called us once, in January 2023, regarding missed service and it was on the scheduled day of her pick up and her route was still in progress and we received no further complaints. Unfortunately, mistakes do occur, but we have processes in place to make certain that if a customer's rubbish is missed, due to a mistake on our part, that we will correct that in 24-48 hours. 

  Thank you,

  Martha B******

• Initial Complaint

  Date:12/13/2022

  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 am being billed for 2-95gal can service and I only put 1 can out to be picked up for several years now. So, I have been paying double the amount on the bill. The bill has 2-95gal Residential subscription on it. I can't get an answer on the phone when I call (automated message) and have emailed asking for the service to be changed from a 2 to a 1-95 gallon service. No response has ever come back.

  Business Response

  Date: 12/15/2022

  I apologize that *** ******* was confused by his invoice. He is not being charged for two cart service, but the invoice does reflect that we will service two carts.

  Had he been charged for service on the second cart he would see a separate line item on his invoice indicating that. His base charge of $61.74 is accurate and what our single cart customers are being charged. Attached you'll find a copy of an invoice for another customer that is being charged for two cart service so you can see the separate line item that *** ******* would see if he were being charged for the second cart. Our system requires that the number of carts be entered on each account so that our drivers then know how many carts they are permitted to service at each address. It appears that *** ******* had a permissible second cart due to his being grandfathered in from Bavarian Waste (who had a static second permissible cart) when we acquired their residential accounts in August 2013.

  I can remove the permissible second cart from *** ********* service, but it would not change the price he pays as the price he's currently paying for two carts is what he'd pay as a single cart customer.