ComplaintsforEvergreen Waste Services

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used my card to pay for my sons trash bill. It was to be used one time. Evergreen has continued to use it more than once without my permission. I spoke with them in July and now again in October. I am currently gathering all the bank statements and hopefully taking to an attorney.

  

  Business response

  11/11/2024

  Goodmorning ***** we have reviewed the account and issue a refund for the amount of $210. Thank you for allowing us to resolve this issue.

  Customer response

  11/13/2024

  Better Business Bureau: 

  They only deposited 105.00 not 210.00. They owe me 420.00.

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22481579

   

   

   

  

  Business response

  11/15/2024

  Hi ****,
  Thank you for taking my call today and for your understanding. I’m glad we were able to clarify the issue and resolve it. Your full refund of $210 has been processed.
  Thanks again for reaching out, and I hope you have a wonderful day!
  Best regards,

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This summer I accidentally overpaid Evergreen Waste Services and my 9/1 statement reflected a $35 credit on my account. After a call to Customer Service on 9/16, ******** verified not only the $35 credit but also a $9 discount I was due because of group rates in my development. We calculated that, not only was I was paid through 2024, but that my January 2025 invoice would be only $52 ($96 - 44) due to the above-mentioned credits. I requested ******** email me a summary our conversation that day but instead received an email from Ty on 9/19 providing no explanation but an attached invoice reflecting only the $9 credit. I made several requests for some detail regarding what happened to the $35 credit reflected on 9/1 invoice but was only received the same invoice attachment reflecting $9 credit. Twice. Even after specifically requesting an explanation in English. I made so many calls, I lost track of names and dates but my notes do reflect at some point an agent named Kendra assured me she would pass on a message for ******** to call me and then at least two calls where I was assured a supervisor would return my call, all for naught. THEN, on 9/27, Evergreen auto-charged my credit card for $87. After several more telephone calls and emails requesting for a call from a supervisor, I have received nothing. Although this has no bearing on my complaint, I feel it is worth mentioning that the average wait time to speak to a representative is well over 15 minutes. It is the height of disrespect on their part and frustration on my part that my all my requests for clarification have gone nowhere. The expense in manhours Evergreen pays employees for providing nothing to its customers could be far better spent by providing us lower rates. This, coupled with the amount of my time invested and wasted frustrates me beyond words. I would be grateful if you could please help resolve this. Thank you!

  

  Business response

  10/11/2024

  Hi ****,
  I wanted to clarify the recent transactions on your account. A credit of $35 was applied on 05/29 to your July quarter invoice of $70, bringing the total to $105. On 07/01, a payment of $105 was made, which was then applied to your 10/01 invoice.
  As of September, your neighborhood qualified for a discount, prompting us to adjust your 10/01 invoice to reflect the neighborhood rate of $96 per quarter. The $105 payment made on 07/02 was applied to this new invoice, leaving a $9 credit that will be applied to your 01/01/25 invoice.
  Since $87 was paid early, there will be no balance due on the 01/01/25 invoice. Therefore, the balance is correct, and the upcoming invoice should show a $0 balance due, with a rate of $96 per quarter moving forward.

  Customer response

  10/16/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22400463

   

   

   

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I chose Evergreen Waste Services and paid on May 24th. I was not told that the EG trucks would not go down an alleyway as I live in a row home. I found this out after my trash sat in the can for at least five weeks. I contacted EG and the trash was finally removed on or about July 17th with a promise that the other cans would be removed. I did receive the refund. The cans are still sitting in my driveway and have become a complete inconvenience. I have called many times and am always promised that "next Friday" the cans will be picked up to no avail. The lack of response from this company is both unprofessional and extremely frustrating! The recyclable can has been full since mid June! I have been promised that an email has been sent (I hear this every time I call) and nothing transpires. The supervisor **** has been told and still nothing has been done! What do I have to do to get these trash cans picked up?? I am at a total loss and hope you can help.

  

  Business response

  08/23/2024

  We’d like to thank Ms. ********* for bringing this to our attention and we apologize for any inconvenience. We can confirm that the account was closed on 07/13, and a request was placed to remove the trash, recycling, and yard waste container from her residence. Ms. ********* was informed that the pickup will occur on her service day (Friday), however we cannot guarantee an exact date – typically it can take a few weeks for repo requests to be completed. We value Ms. *********’s complaint and because she has been waiting some time, we have brought this to the attention of our operations manager. Per the account, it appears that the work order is assigned to be completed today 08/23. If we can be of any further assistance, please let us know.  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 21, 2024 I paid Evergreen for 3 months of yard wast collection, garbage collection, and recycling for my new home that I was moving in to June 30th. I was keeping the previous owners bins for trash and recycling. I was told the yard waste bin would take a week to arrive and it would be on a Thursday. As of July 23 the yard waste bin has not been delivered after multiple calls and emails to Evergreen. Speaking with the representative ******* on Tuesday July 23 she said they could not get it out to me by this Thursday in time for pick-up, it would be atleast one or two more weeks, though she could see on their records that I had spoken to a representative on July 12. She communicated a lack of concern about the problem and offered no solution. In addition to the times I have spoken with customer service I have left numerous messages and emails, Evergreen has never responded. I would like a bin for the recycling to be delivered and to be refunded the cost of recycling that is part of my bill.

  

  Business response

  07/24/2024

  We’d like to thank Ms. ******** for bringing this to our attention. We can confirm that there was a payment received for $99 on 06/21. Unfortunately, we are not able to comment on what was said as there are no notes or records of a phone call made from the phone number provided on the account on 06/21. 
  
  On 07/12 we received a phone call from Ms. ********, in where it was discovered by a customer service rep that there was a mistake and yard waste service had not been added to the account. We do apologize for this. This information was communicated to Ms. ******** and the issue was resolved right away. Per the phone call recording and transcript, it was advised that the yard waste bin will be delivered in a “week or so” and no exact date was provided for delivery. It was also communicated to Ms. ******** that she was still able to set out her yard waste in bags for pickup while she waits for her yard waste bin delivery. This information can also be found on our website.  
  
  We can confirm that Ms. ******** spoke with ******* on 07/23 where it was communicated that the bin would not be delivered prior to her next service day (Thursday). This would be correct as deliveries would only be completed on the customer service day when our box trucks are in their area. 
  
  We have spoken with our operation department to see if this request can be expedited any sooner and have been informed that they have placed this request on our delivery schedule for Thursday 07/25. This does not guarantee that the bin will be delivered, however we can confirm that it is on schedule and our team will do their best to get it delivered as soon as possible.  

  Customer response

  08/06/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 22032606
  

   

   

   

• Initial Complaint

  06/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 18th I made my payment the system advised it posted the same day I. Will attach proof I then texted the number provided on the website on June 18th after hours around 7:00pm to advise due to my pick up date being June 19th I received no response that morning. My recycle was picked up but I wasn’t aware that my trash wasn’t picked up until I had a guest at my house and they complained about the smell of my trash so I texted the number listed on the website again due to it being after business hours. I then called on June 20th spoke to ****** who stated that the old website takes 2 days to post and the recylcle is picked up due to a state mandate I then advised that I was not going to wait until the following Wednesday for pick up when the trash smells horrible and it’s hot and flies are around the trash and the fact that I just paid 108.00 she placed me on hold and put Laci on the phone who asked me to tell her the same story over and I advised her that’s not appropriate for customer service when ****** should have briefed her on the matter long story short lacy advised me to send her proof that the payment posted on my end the same day it was made I did so I then received email back saying that they would send a truck out today and it is now 1:01 and a truck never arrived

  

  Business response

  06/28/2024

  We'd like to thank Ms. ******** for bringing this to our attention. We attempted to contact her on Monday 06/24 and Tuesday 06/25 but were unsuccessful. We did leave voice mail messages. It was agreed upon that a truck would be sent out to service Ms. ******* on Saturday 06/22, however due to an office error the request was not complete, and we do apologize. It appears that both trash and recycle were collected this week on Wednesday 06/26. Additionally, a $36 credit for one free month of service has been applied to the account. 

  Customer response

  07/02/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 21887340
  

   

   

   

• Initial Complaint

  06/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/8 I paid $105 via credit card for trash service for March, April, May. Evergreen said they were not paid and suspended my service. On 4/4 I spoke with ******* who first argued I had not paid, but she took my credit card number and the next day *****, left me a voice mail saying: • She located my account payment, • “all is good” • “my account is reinstated”. Service is still suspended. I wrote letters on 4/25 and 5/21. They have not replied, in violation of FCBA. I request my 2/8 payment be applied to service fees after reinstatement.

  

  Business response

  06/24/2024

  We'd like to thank Mr. ****** for bringing this to our attention. Per the account, it looks like the $105 payment was located and applied to his account on 05/21 once his email was received. At this time, there was also a $20 late fee that was voided from the account. The account status was active at this time. On 05/01 Mr. ****** was sent an invoice for his June quarterly payment that was due on June 1st. Effective 06/18 the account status automatically changed to suspended due to non-payment. There current balance on the account is $105.00. Once a payment is received, the account status will change back to active. 

  Customer response

  06/30/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Evergreen’s response is unacceptable.  My service has been suspended for non-payment during the months of March, April, and May.   Yet, in their BBB response, Evergreen still wants to charge me for that period.  That is wrong. And as of June 30th my service is still suspended.  You can not charge for a service you did not provide.  Evergreen said: The $105 payment was located and applied to his account on 05/21That is not true.  As late as 6/20, the online account was showing $230 as due: $105 past due, plus $105 due, plus $20 late charge. Their system had no way for me to pay only the $105 for the upcoming quarter.  Furthermore, back on 2/8/24 I had put my credit card on file for automatic payment.  Evergreen said: On 05/01 Mr. Keeley was sent an invoice for his June quarterly payment that was due on June 1st That is not true.  First issue, they do not send invoices.  Then, as late as 6/20 the due amount was for TWO quarters, plus a late charge.  On 5/1, they were not billing for simply the June quarter.  Evergreen said: payment was located and applied to his account on 05/21 once his email was received That is not true.  On 4/4 I discussed the issue with Cecelia.  On 4/5 Terry left a recorded voice mail saying it was fixed, I owed nothing. On 4/25 I sent a web complaint and a USPS letter, with no response.  On 5/21 I sent my second USPS letter and email message, also with no response.  On 6/22 I sent my third USPS letter and message via web complaint. I also contacted the BBB and finally, Evergreen did respond to them.  Evergreen did not acknowledge my first letter of 4/25/24 advising them of the Billing Dispute in the required time period.  That is a violation of the Fair Credit Billing Act Evergreen violated my rights under the Fair Credit Billing Act for the following actions: Charged me for trash removal services during the time period when they had suspended my service. Failure to properly reflect payment Failure to acknowledge my 4/25/24 letter within 30 daysI was willing to allow my “lost then found” 3/1 quarterly payment to be applied to the 6/1 quarter.  But since I am still currently suspended, I now want the current quarter prorated from the date service is resumed and the remainder credited to the 9/1 quarter.   Regards, Complaint ID: 21886967    

  

  Business response

  07/02/2024

  As previously stated, the 02/08 payment was found and applied to account on 05/21. A late fee was also voided at this time- screenshots attached in previous response. The account was active from 05/21 through 06/18. After review from the office manager, a credit has been applied to Mr. ******’s account for seven missed pickups throughout the March quarter while his payment was unallocated. This credit of $61.25 has been applied to his June quarter. His account has been changed to an active status and service is to resume on Friday 07/05. The remaining balance for his June quarter is $43.75.  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Evergreen Waste charges for Services prior to performing them. My account is paid through August, but I cannot get them to remove the trash from our property as expected. 5 Phone Calls and now emails, and texts have gotten nothing but excuses, blame shifting, and promises that this will be resolved. I have a can from a previous resident that has THEIR trash in it. That has been in that can baking in the sun for 2 MONTHS now. It smells, and it is attracting flies.... They have driven past the can for weeks and will not service it, despite our calls to the Customer Service that have promised to get this resolved, for 6 weeks. It is still there going into a Heat Wave this week. Now MY cans are sitting in the sun baking, and it has 2 weeks of trash in it. I have no space for my waste to go now. They were supposed to be sending a truck on Saturday. It never arrived. We sent an email to the representative Saturday afternoon, but I do not expect anything will come of it. The company says they do not offer refunds, so cancelling my service does nothing to make me whole in this situation. And I still have to get another service set up to get this health hazard off my property, then fight with EWS to get the cans off property. These previous resident cans were supposed to be picked up for 5 weeks, and still sat there. They came and removed 1 of them. ONE! They left the other with the garbage because.....?????? This company has horrible reviews, but I have been a client for 10 years without issue. This company needs to have someone force them into fulfilling their obligations to their clients. I am not delinquent, never have been. I just moved. Simple as that, moved. And now this is turned into a nightmare with garbage piling up and no options to get this resolved quickly. Any assistance would be appreciated.

  

  Business response

  06/18/2024

  We'd like to thank Mr. ****** for bringing this to our attention and we'd like to extend an apology for the miscommunication regarding their service. It appears that all cans were emptied today (1 yard waste, 1 recycling, and 2 trash cans) by our drivers. We have attached a screenshot of the service that was marked as completed by our drivers, and we have received confirmation from Mrs. ****** as well that all cans have been emptied. Mrs. ****** has been instructed to leave the trash can ending in serial # 6381 curbside as it is scheduled to be picked up by a separate box truck driver today. We cannot guarantee this, however it is on the schedule. The pickup can occur anywhere from now (11:45 AM) to 4:00 PM. We will be following up at the end of the day to ensure this pickup has been completed.  In addition, since their first pickup was today and not on 06/04 as originally intended, there has been a credit applied to Mr. ******'s account. The credit amounts to $15.50 and will be applied to their August quarterly payment. If there is any additional questions or concerns, we would be happy to assist. 

  Customer response

  06/22/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. This is a lame attempt to get this resolved on their part.  Firstly, I have been a customer for quite some time, and they should be able to spell my name properly.  It is *******.  Their is no acknowledgement of the repeated attempts to get this resolved, the time, effort, stress and having to deal with the unsanitary situation.  For all that, not even an apology.  Just a “we fixed it”.  I doubt that would have happened if I had NOT complained to the BBB about this.  6 weeks of nothing but stress and aggravation, and a complaint got them to move to resolution.  And trying to slide away with just a $15.50 discount in August?  How far this company has fallen.  We are insulted that they think that $15.50 was all this was worth to them.  Incompetence, and dodging seems to be their specialty now.  A true apology would be worth more than any monetary “discount”.  I did not start this for $$$.  I wanted this fixed and sort of expected an apology.  The wording of the response here, and the email to me, skirts accepting that they did us wrong. Regards, Complaint ID: 21859419      

  

  Business response

  07/10/2024

  An apology was extended to Mr. And Mrs. ******* both in the previous response and via phone call. As a business, we strive to provide exceptional customer service, but we are well aware that mistakes can happen from time to time. We do our best to rectify any issues that we are able to in a timely and adequate manner. As was the case with Mr. *******- his complaint was escalated and resolved the same day that we were notified by the BBB. Per the account, it appears that there have been no further complaints regarding service since the original complaint was resolved. If we can further assist in any way, please feel free to reach out. Thank you. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday our street was under construction. Construction started and ended on that Friday. I requested a partial refund for the missed trash day or a trash truck to come out and collect my and a few others on my street that were affected. The company said no and did not advise why. Please note. This is a business. Not state trash where we all have to put up with the same company. I do not pay for service I don’t receive. This is considered taking advantage of your customers by saying oh well and not dealing with a customer appropriately. Still waiting for my partial credit and a manager to call me back.

  

  Business response

  06/03/2024

  We'd like to thank Mr. ****** for bringing this matter to our attention. An office manager was able to get in touch with Mr. ****** on Friday 05/31 and issued a credit for the missed pick up on Friday 05/24. We appreciate Mr. ******'s patience as we worked through all requests. 

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our complaint about Evergreen Waste Services LLC is about that we haven't received the promised refund for more than 4 months. Our Evergreen Waste service address is * ********* ***** *********** ** *****, and Account No. is 760995. We moved from "* ********* ***** Wilmington, DE 19803" to "*** ****** *** ******** ********** ** *****" in October, 2023. I called Evergreen Waste in Sept. 2023 to discontinue our service at the end of October. I called and texted Evergreen Waste in Oct. 2023 to close our account and was told $14 refund will be mailed to our new address (see attached 10302023 Text). Since we haven't got our refund in Dec; 2023, I called and texted again (see attached 12082023 Text). I was told $14 refund check will be mailed to us, but the check was never mailed to us. My wife ******* *** called them in February, 2024 and was told $14 will be refunded to our credit card account, but it was never refunded. My wife called them again last Friday, 3/8/2024, but call was disconnected. She tried again, but phone couldn't get through. We are retired senior citizens with fixed income. We don't want to be taken advantage of. We are very frustrated and would like to ask for your help to get our refund back. Thank you. Best regards,

  

  Business response

  03/15/2024

  We'd like to thank Mr. *** for bringing this to our attention. Attached are his account notes, which show that we did receive notification of termination of services in October 2023. While multiple notes were added to the account regarding the refund, per the account note on 01/30, management did not receive a refund request until 01/29/24. Refunds are only completed once a month at Evergreen which has also contributed to the delay. Additionally, we have no call record of a phone call on 03/08 from the number provided on the account. We can assure you that management has been made aware of this issue and is aware to credit the refund to the VISA ending in 9914. We do apologize for the delay and any miscommunication, but we can assure you that Mr. *** will be receiving a refund as soon as possible. 

  Customer response

  04/02/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Thank you for your e-mail.  We haven’t received the credit card refund as promised.  Instead, I got a voicemail from Laci of Evergreen Waste to ask if we wanted to pick up the check or send it by mail.  I texted back and they said the check was mailed out on 3/20 (texts attached).  We haven’t received the refund check so far.I asked them about the check again. They couldn’t verify or confirm the check was mailed out.  We are subscriber of USPS Informed Delivery and receive daily e-mail from USPS (example attached).  Our USPS Account and  Informed Delivery daily e-mail indicate there is no Evergreen Waste mail sent to us since 3/20.We are very upset and frustrated with the Evergreen Waste customer service. Our only request for them is to credit the refund back to our credit card ASAP as they promised in their reply to our BBB Complaint Case 21413527.Your help is greatly appreciated.  Please let me know if you have any questions.Best regards, Regards, Complaint ID: 21413527    

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 1, 2023 my recycling bid was demolished by the Evergreen's work crew. I wrote in and gave them my bin serial number. I was told it would be taken care of soon. They even provided me with a date for the repair. I've been reminding Evergreen weekly that my bin has not been repaired. It is now January 3rd, 2024 and there is no sign of a new lid. I was hoping that the BBB may prompt Evergreen to get the job done.

  

  Business response

  01/05/2024

  Thank you for reaching out and taking the time to express your concerns. As soon as we were aware of this situation Mr. ***'s request for a lid replacement was expedited for the next earliest date possible (Friday 01/05/24). Per driver's route notes lid replacement was completed today. We called customer as a courtesy to confirm that lid had been replacement. Customer did not answer, and we left a voicemail stating to reach back out to us if he had any additional questions or concerns. We do apologize for any miscommunication. 

  Customer response

  01/11/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 21089093
  

   

   

   

*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. ↩