ComplaintsforAcadiana Waste Services, LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AWS has not picked up the neighborhoods trash in over two weeks.

  Business response

  06/24/2024

  The complaint that we have not provided service in over two weeks is not accurate.  Attached are three photos date and time stamped for 6/12/24 of three homes on the street, including the complainants, clearly showing we provided service on that day.  We also have video of the services being provided at each address on that street around 2:34pm that day.

  Unfortunately, we did have driver issues on the 6/19 service day that we found out about as a result of this complaint, and it seems the vehicles that were providing assistance that day did not go down this street.  A truck was dispatched earlier today to go back to that street and provide the missed service.

  Customer response

  06/24/2024

  
  Complaint: 21892309
  

  My bad  it wasnt to weeks, but still long enough to cause a huge issue with racoons, that i personally have to take my time out of my work day to deal with. I am closing this because I have spoken to the ************* ********** at the City of Lafayette. I was informed that if trash is missed, you guys have 24 hours to provide the service, or your business will be fined. It is inexcusable to miss a service when you have a fleet of vehicles.  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were forced to use this company for our trash service. Not only are they more expensive, but their customer service is absolutely terrible. From trying to charge you more money than you owe to not picking up your trash to everything other problem in between. This company fails in every area possible. I have been unable to get a corrected invoice from them for over a month and now they are no longer picking up my trash. They stopped picking up my trash without any warning. When I called to get a new invoice they didn’t send me one. I’d truly love to know what their hiring practices are. It appears that they hire people with two brain cells left to rub together to create some smoke.

  Business response

  04/29/2024

  Okay, there are a few things to respond to here so I'll take them in order.  First, our service is not more expensive than the previous provider.  They were charging around $101/quarter and the local government put the contract out to bid and we were the chosen provider with a new rate of $96.45/quarter.  The previous provider bid $126/quarter for a new contract.  Second, the resident believes we have charged her twice for second garbage cart when in fact that is not the case.  Original statements for when we started service went out in November and the resident called and made a payment of $90 for a second cart on 11/10/23.  Because we bill quarterly, there was no way to add the charge to her original statement that had already been processed and so when the January statements were sent out, her second cart charge was applied to that to offset her original payment.  It was not a duplicate charge.  Attached are all of her statements where you can clearly see the original payment on 11/10/23 and the subsequent charge added to the account on 11/17/23 and billed on the 1/1/24 statement, and so no credit to her account or new statement was required.  I understand due to the billing that it caused confusion, but the current balance due is valid.  Finally, because the account is behind a few months on payments, the resident's service was interrupted.

  Another way to look at it is to compare what has been charged versus what has been paid: 2nd cart charge = $90.00; November/December service = $64.30; January-March service = $96.45; April-June service = $96.45; total charges to date = $347.20.  Total payments: $90.00 on 11/12/23; $96.75 on 2/21/24; total payments = $186.75.  Total remaining balance due = $160.45. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The company is charging people for picking up trash and then skipping their trash. They will not answer phone calls or emails. In the past 5 weeks they have picked up my trash 1 time. Sometimes skipping some neighbors also, sometimes just me. Their googles reviews are littered with others having the same issues. How can I be forced to pay for a company that refuses to do the essential job they charge for while also not taking any calls. This should be illegal.

  Business response

  03/22/2024

  Customer has never paid a bill since the company began services in November and so the account was put on service interrupt.  Invoices are attached for the November - December period and January - March.

  Customer response

  03/22/2024

  
  ***** *** **** ********* ** ********* **** **** ********* *** ******* *** *** **** ** *** *** ******** ** *** ******* **** *** ******** ** **** ******* ********
  I have reviewed the response made by the business in reference to complaint ID 21469834, and find that this resolution is satisfactory to me.
  Sincerely,
  **** *****

• Initial Complaint

  11/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Around 10/19/23, I noticed that every home on my road had a new trashcan delivered from AWS, but mine was not there. On Thursday, 10/19/23 @ 7:27 PM, I filed a request on their site and was then contacted via Text Message from *************. Screenshots of convo attchd. The person assured me that they had put the order in and that I would be receiving my new trashcan before the weekend was over. Timeline of the events that followed: Monday 10/23, No Trash Can, Called AWS and was told it's out for delivery. Mon 10/30, No Trash Can, Called AWS. Had to call three times between 9:22 AM and 9:28 AM, Left Voicemail, never got a callback. Mon 10/30, I texted the same number that "helped" me on 10/19 **************. Never got a text or callback. Wed, 11/1, No Trash Can, Had to call three times @ 12:11 PM, finally was put through and spoke to a female who stated that the Trash Can still shows "Out for Delivery" and that she had no idea why it had not been delivered yet. She stated to call back if it was not delivered "tomorrow". Thur, 11/2, Trash Truck picks up all garbage in my neighborhood, but because I have no trash can, my trash is piling up in my garage, creating health hazard for my family. Fri 11/3, No Trash Can, Called three times between 9:27 AM and 9:36 AM. Left clear concise, respectful voicemail, was never called back. Fri 11/3, left a message on acadianawaste.com "contact us" page. No response, no callback. Mon 11/6, Called 6x, left vcemails, no response, no callback. Tue 11/7 Called 13x, finally got through to a female who couldn't care less. She stated "well I don't know who you spoke to but I see that the order was just printed yesterday, so you will have to wait". I told her that I've been told since 10/20 that it was out for delivery and she stated "Well I can't see that". I asked for a supervisor and she stated they are "out for the day". At noon on a Tuesday. She stated she will "put it in her notes" to have a supervisor call me. HELP!!

  Business response

  11/28/2023

  The customer’s garbage cart has since been delivered as of 11/8/23 and the matter has been resolved.

   

  Thanks.

   

  Andrew P. ***** ***** ********* ******* 

  Acadiana Waste Services, LLC

  **** ****** ***** ********** ** ***** ************ 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid $90.00 to Acadiana Waste Services for one additional Trash Can in April 2023 on-line after receiving an e-mail from ******** ********** ************** ******* ******. I recently sent an e-mail to Britney on yesterday, November 1, 2023 advising her that I only received one trash can and one recycle can and never received the additional trash can that I paid for. She stated that she would have someone contact me about the issue. A representative called me at 6:25p.m. today, November 2, 2023 to tell me that my additional trash can was marked as delivered. I advised her that the additional can was not delivered. She advised me that I have to call 911 to report the trash can stolen. I have attached a copy of my receipt that Britney e-mailed to me. At this point, I want a refund of my $90.00. I obviously can not trust that a replacement can will be delivered. This is outright false advertisement.

  Business response

  11/28/2023

  This particular customer had her carts delivered and when she called on 11/2/23 to indicate she did not, she was very rude to my staff.  She was informed of the process of completing a police report – which is a process put in place by ********* ************ **********, not Acadiana Waste Services – and she did not want to do that.

   

  A few days later on 11/6/23, she called back with her police report number and we informed her we would get a new delivery scheduled but instead she demanded a refund, which we did by check ***** on the following day 11/7/23.

   

  This has been resolved and can be closed.  Note, this is not “outright false advertisement”.  Our delivery team delivered the carts she was expecting and it’s not our fault one went missing, as has happened in several instances either by mistake or by actual theft.  We were willing to correct the situation by providing another cart at no charge but she decided she did not want to go that route.

   

  Thanks.

   

  Andrew P. ***** 

  Chief Financial Officer

  Acadiana Waste Services, LLC

  **** ****** ***** ********** ** *****

  ************ *********************

  Customer response

  11/30/2023

   
  Complaint: 20818786
  
  I am rejecting this response because:

  Only part of the information was correct. Yes, I was upset because I paid for an extra cart, and there was no actual proof that the extra cart was delivered.  I was never told that I would receive the extra cart at no charge after their mistake. I also felt the calling 911 for a supposedly stolen cart was a misuse of a viable service.

  Yes, I did receive a refund check for the cart.

  This entire situation could have been handled in a better way.
  
  Sincerely,
  
  Paula *******

*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. ↩