ComplaintsforAmerican Disposal Services, Inc

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  NEED TWO CONTAINERS REPLACED. I have two waste containers from American Disposal. The trash container is small and not the standard size. I would like it replaced. The recycling container has been broken for 18 or more months. It has no wheels and is split open on the bottom so trash leaks out. **** I have filed numerous (8+) service requests on their website and they have never resolved either issue. **** Nevertheless, they bill on time and even regularly increase their rates.

  Business response

  10/16/2023

  Good morning,
  
  I sincerely apologize for the inconvenience you have experienced while attempting to have your containers replaced. When the replacements have been scheduled previously this year, the crew is reporting the cans are not at the curbside when they arrive. I have attached the photos submitted by the crew for your confirmation, this is the correct location.
  
  To further ensure these replacements are completed, will you please send me a picture of both the trash and recycle cans for verification of the size of each? Please also include the company name that may be printed on the side. 

  Thank you

  Customer Service

  Customer response

  10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution provides a path towards resolution. I hope that they follow through.  

  The requested photos are attached.

  Of all the service requests I have made, I have only been informed ONCE of a day when they would be coming to replace the containers. On that day, I MOST DEFINITELY had the containers empty at the curb.

  Regards,
  *********************.

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

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  American Disposal is not planning to honor online rates to pickup Residential waste. As you can see from the attached document, I went to American Disposal website and paid $126 per quarter for the Residential waste pickup. Despite charging my credit card and confirming the rate, I received an email that American Disposal will not honor the quoted amount online. This is despite the fact that they created an account and accepted the payment.In fact, American Disposal person stated that they will charge $162. If I do not agree, they will cancel my account and refund the money.This is false advertising and failure to honor the quoted rate online. This is also price gouging. This is despite the fact that credit card payment was charged and account was established online.

  Business response

  07/28/2023

  WE HAVE RECEIVED THE COMPLAINT REGARDING **. ******************** LOCATED AT ************************************** IN GREAT FALLS, VA.
  
  AS ORIGINALLY EXPLAINED TO ************** FOLLOWING HIS ONLINE REQUEST TO BEGIN SERVICE ON WEDNESDAY, JUNE 28TH 2023, OUR SYSTEM WAS EXPERIENCING INTERNAL ERRORS AND PROVIDED ************** WITH AN INACCURATE PRICE OF $126.00 PER QUARTER.
  
  THIS ISSUE WAS BROUGHT TO **************** ATTENTION VIA EMAIL ON THURSDAY, JUNE 29TH AT 8:38AM, PLEASE SEE ATTACHED EMAIL. ************** WAS INFORMED OF OUR APOLOGIZES AND THE CORRECT RATE OF $162.00 FOR QUARTERLY SERVICE IN THIS AREA.
  
  AS THIS AREA IS AN OPEN MARKET AND RESIDENTS ARE FREE TO CHOOSE THEIR WASTE REMOVAL COMPANY, THE CUSTOMER WAS ADVISED THE AVAILABLE OPTIONS TO EITHER CANCEL HIS REQUEST FOR SERVICE AND RECEIVE A REFUND OR CONTINUE WITH HIS REQUEST FOR SERVICE AT THE RATE OF $162.00 PER QUARTER.
  
  ************** RESPONDED WITH HIS REFUSAL TO THE PAY THE RATE OF $162.00; THEREFORE, HIS REQUEST FOR SERVICE WAS CANCELLED AND HIS PREPAYMENT OF $126.00 REFUNDED BACK TO HIS CARD.
  
  ************** WAS NOTIFIED OF THE SERVICE REQUEST CANCELLATION AND THE PROCESSING OF HIS REFUND JUNE 30TH 2023 AT 8:03AM.
  
  OUR ONLINE SYSTEM ERROR HAS BEEN RESOLVED AT *************************************************************** AND REFLECTS THE QUARTERLY PRICING OF $162.00 PER QUARTER. 
  
  AGAIN, WE APOLOGIZE FOR THE SYSTEM ERROR AND ANY INCONVENIENCE THIS MAY HAVE CAUSED **************.
  
  PLEASE FEEL FREE TO CONTACT ME WITH ANY ADDITIONAL QUESTIONS OR CONCERNS.

  Customer response

  07/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  As the company acknowledged that this was an internal error, they should have honored their published price.

  in Fact, despite raising this issue, the website was not updated for 5 days.
  

  As an acknowledged in the email, the company also charged the credit card.   The right thing would have been to honor the charged price per quoted contract and accepted payment 

  Regards,
  
  ****

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/28 during regular trash pickup i had my bin and 3 bags outside at curb for collection. The bin was picked up, but the 3 bags were left behind. American has repeatedly told us that up to 10 additional bags will be picked up. Complaint to business directly said they will get them next week. They are not complying with the service agreement.

  Business response

  05/24/2023

  Good afternoon, 

  Thank you for bringing this issue to my attention. Will you please confirm, at your earliest convenience, this oversight of (3) three overflow trash bags have since been resolved?
  
  After reviewing your account, I noticed you did report this missed collection through our website on April 28th, 2023, at 6:13am. Our customer service team responded at 8:05am on April 28th to extend our apologizes; as well as, to advise we would return on your next service day to collect up to (5) five standard household trash bags of overflow. American Disposal will collect up to (5) five standard household trash bags of household waste per week outside of the American Disposal trash can. 
  
  American Disposal will collect up to (10) ten paper yard waste bags per week filled with grass clippings or leaves with your yard waste collection service.
  
  Customer service is available Monday through Friday, 8:00am until 4:30pm at ***** ******** or visit our website www.americandisposal.com outside of the listed office hours for assistance. 
  
  I look forward to hearing back from you and the confirmation this situation has been resolved. 
  

  Best regards, 

  Customer Service

  Customer response

  05/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  American did not collect the 3 bags of overflow on the original day and failed to make any reasonable effort to provide the agreed to service on the designated collection day. I was forced to store the uncollected trash for additional week only to be told they would collect 5 bags of overflow the next week.

  They are suppose to collect up to 5 bags of overflow normally. Responding by saying you will provide the exact same service next week that you failed to provide the prior week is unacceptable. 

  Regards,
  
  *******************************

  Business response

  06/06/2023

  Good afternoon, 

  We apologize for any inconvenience the missed overflow bag collection may have caused and have issued a one-time inconvenience credit of $5.00 to ************************ account. This credit will appear on ************************ next invoice, which will be issued August 1st 2023. 

  Please call customer service at ************** with any further questions or concerns
  

  Best regards,
  

  Customer Service. 

  Customer response

  06/11/2023

  [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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  American Disposal is unresponsive to emails and phone calls. At the moment we're having an issue with AD being non-responsive about our emails about picking up their dumpster after we asked to terminate our contract as of March 31, 2023 due to relocation of the dumpster without our approval. We have emailed our account representative *********************** and ******************* on April 7, 2023, and April 10, 2023, respectively. Both of these American Disposal employees have failed to reply back to our last few emails, and even the ones we sent in March asking to terminate our contract. American Disposal employees display unprofessional and unresponsive behavior that clearly shows they try to lure clients in to signing predatory contracts. Luckily I signed my contract with a clause to cancel with 30 days notice, which I did in March 2023. For some background information, for the last almost 4 years the dumpster was right next to our back door in a designated parking space for the dumpster. Without any notification they moved the dumpster to a location far from our business suite, and placed it adjacent to our neighbor. Attempting to get any answers from them by email or phone calls was met with a complete lack of response from the account representative until I emailed them notifying that I am canceling the contract. The account rep only called me when we emailed all their email contacts we could think of serving a cancelation notice. The vibe was clearly unprofessional displaying complete lack of value for their customer base. The same is occurring now with their negligence about retrieving their dumpster when it is no longer needed, and a complete lack of response to any emails.

  Business response

  05/08/2023

  Good morning, 

  We would like to apologize for any lack of communication the customer may have experienced with the mentioned representatives. Cancellation requests must be made in writing, as the customer did on February 27th, 2023. The letter was received on March 6th, 2023, and the account was closed on March 31, 2023, as requested. The dumpster was removed on April 20th, 2023. Unfortunately, due to mechanical issues with our container removal truck this was the earliest we were able to complete the removal. The outstanding balance due on this account is the container removal fee of $ 75.00. Please let me know if you have any further questions.

  Thank you, 

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

  Customer response

  05/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The company is now trying to add charges not mentioned in the contract despite their knowledge of the contract I have with them at the time of signup. The contract  doesn't mention any container removal fee, and I also was not notified of any such fee at time of termination in the email thread that I have with their representative **************************

  I was suspicious of their business practices at time of signup back in 2019 and made sure the contract had the following clause added: "Customer may terminate agreement upon 30 days written notice, with no termination fee."

  The fine print of their contracts is very favorable to their business and allows them to charge customers without recourse. For that reason I had the above clause among others added. A copy of the original contract is attached.

  I made this complaint to the BBB to highlight the predatory practices and poor communication of American Disposal.
  
  Regards,
  
  *************************

  Business response

  05/23/2023

  Tody American Disposal has issued a credit for $75.00 to account # *********** in response the rejection of our response. The account balance is zero and the account status is closed. We greatly appreciate our relationship with ************** and hope it resumes in the future.  We apologize for any inconvenience this charge may have caused. 

  Best regards, 

  American Disposal Customer Service

  Customer response

  05/25/2023

  [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:
  
  American Disposal's actions displayed predatory business practices using contracts that are heavily favored towards their side, which is coupled with lack of communication, and unresponsiveness to customer complaints unless they are brought in to a public forum. Other customers and potential customers should be made aware of this before entering into a contact with American disposal. 

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

• Initial Complaint

  04/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I cancelled trash service as of March 2022 because of the company not picking up trash, not following through on phone calls made, and customer service committments not upkept. Up until March 2022 I had called at least a dozen times on getting these issues addresed which they never did. After I cancelled in March 2022, I continued to get bills for services not rendered, was told that I would be taken to collection even though I had not used/gotten any services. I had called and spoken with numerous different customer service agents who assured me that my account was current and that my garage bins would be picked up soon. The soon finally came (7) months later. I am still bein persued and now a collections agency has been brought in on my supposed ($348) bill. I called multiple times previous and was told that I would be getting a call back by a supervisor which never took place. As I was on autopay, I involved my credit card company which attempted to contact them to no avail either and the final outcome was a credit in my favor on my account due to good/******************** never recieved. This is one of the most dishonest and truly disgusting companies I have ever dealt with and need assistance in getting this supposed bill removed off my account and removed from collections.

  Business response

  05/01/2023

  Good afternoon, 

   

  The service at ****************************************************************** was cancelled on September 23rd, 2022. All balances have been removed from this account and the account status is "Lost Account". We have no *********************** in process for ************************ regarding his previous account ***********. Please see attached statement of account which shows the account balance as zero. 

   

  Thank you, 

  Customer Service 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want the charges that for the month they didnt pick up the trash taken care of and them to call me and restart my service asap

  Business response

  03/23/2023

  One of our supervisors is aware and has been in contact with ******************** in regards to reported claims of missed collections. We have verified with video that we did collect the trash and recycling from this customers house and the account is still active. At this time, we are not going to be removing any credits or charges from this account.
  
  Sincerely,
  ******

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American Disposal was the trash company. We have requested (and pay) for paper bills to be sent regularly to the property for payment. No bills were received and in July 2022 it came to light, and outstanding balance was paid. In February 2023, it came to light that bills still have not been received and company has now sent the account to collections. They claim that it's not their fault that bills were not received but they say they were sent. We have not had a bill to be able to pay so were not aware of outstanding balance. Two different representatives gave me different amounts that were due. Neither was able to provide any invoices or bills that supported the amounts they were claiming. I was sent statements through Dec 2022 but nothing more recent. I requested to find a way to rectify this - including providing me correct documentation and ******, the manager that I spoke with, did not provide any.

  Business response

  03/13/2023

  Hello,
  
  We just received your message in regards to your account.Our records indicate your account is registered for paper invoices. Once we send out the invoices by mail, we have no control on the process of delivery through the post office. We recommend you check with your postal service to make sure your mail is being delivered to the correct address. If you do have any questions in regards to your billing, you can reach a representative at the office at ************ or check your online account to see if there is a balance due.
  
  Sincerely,
  Customer Service

  Customer response

  03/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have no way of knowing whether an invoice has been sent or not.  I cannot pay a bill that I do not receive.  No other vendor or utility has had an issue sending me paper bills, nor receiving payment from us. Every time we have been notified of an outstanding balance, we have rectified the situation promptly.

  I have called customer service and spoke with two representatives before filing this complaint. Neither representative had any interest in rectifying the situation, they simply repeated that the account is in collections. They were also unable to send me a current statement - the most recent statement I received was from December 2022. I would like to resolve this situation so that the account can be closed. I cannot resolve this situation if you cannot provide clarity or transparency in a civil and respectful manner.  I am not disputing that a payment is owed for services rendered, however I am disputing the amount as you have not sent me written confirmation of  the amount.  I am also disputing that there is no grounds for sending the account to collections on an account that you have not verifiably and genuinely tried to receive payment on.

  If you could provide the direct contact information of a manager who is able to resolve this situation, I will call. 
  
  Regards,
  
  *****************

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our recycling bin went missing on Dec 26, 2022; after waiting for a couple weeks for it to turn up I called American Disposal on Jan 11, 2023 to request a new recycling bin. I paid the $75 replacement fee via credit card (order number *******) for a new 96 gallon recycling bin and was promised a delivery date of Jan 19. This date came and went and we did not receive the bin. I have called American Disposal several times over the last few weeks requesting status of the delivery. Each time I called, the delivery date had changed. When I called on Jan 24th, American Disposal claimed that the recycling bin had already been delivered and suggested that they had a photo of the new bin at my address. I requested to see the photo and the representative on the phone conceded that the photo was only of a serial number and did not show the bin at my address. Further, after she spoke with her supervisor, she shared that the 96 gallon container I ordered was back ordered and that an updated delivery date could not be provided. The representative noted that the 64 gallon recycling bins were available but earliest delivery was Feb. 2. I confirmed we would have to accept the smaller size. The representative noted that the bins can be picked up at American Disposals office but only before 2:30pm. Since this is a 2 hour round trip for us, we confirmed we wanted the bin delivered as originally offered for Feb. 2. Today is Feb. 3. We have not received the bin we already paid for and have not been able to use the recycling service for 5 pickups since we do not have a bin. I called American Disposal this morning and learned that they did not have us in their system for delivery. Our new delivery date is now Feb. 16. We will have missed 7 pickups by the time we receive the replacement bin IF it actually arrives on the 16th. I have no confidence that the bin we already paid for will actually show up on the 16th. American Disposal was happy to take my money but has not followed through.

  Business response

  03/10/2023

  Hello,

  According to our records, the container was delivered on February 16th, 2023.

  Sincerely,

  Customer Service

  Customer response

  03/12/2023

  [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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American Disposal is unreliable collecting my trash on a regular basis. Also, despite multiple verbal and written requests, they continue to leave our trash and recycling bins in the middle of our driveway on a weekly basis. I have explained to them that this creates a safety issue because I or a family member must exit the car in the street to move the bin before we can pull into the driveway. The truck must stop to pick up the bin and put it down. It's a simple manner of remaining stopped until the bin is placed back on the ground. Putting the bin in the driveway is either a deliberate decision, or the driver is incapable of properly controlling the vehicle. Either way, it's not my problem and the driver should be retrained, disciplined or terminated if he is unable to comply.

  Business response

  02/16/2023

  Hello,
  
  I just received your message in regards to the services on your account. I am following up to see if you are still having missed collections or if the containers are still being put in the middle of the driveway. Please let me know if you are still having these issues so I can get this looked into for you.
  
  Sincerely,
  ******

   

  **This is the email I have sent out to the customer. As of right now I am waiting for a response back to see if the issues have been resolved or what steps we need to take if they have not been.**

• Initial Complaint

  01/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American Disposal Services has missed two recycling pickups in January, 2023 in our entire cul-de-sac. I reported this to the company yesterday, and was promised a pickup within 24 hours. This make-up pickup did not occur as promised.

  Business response

  02/16/2023

  Hello,
  
  I show your account was given a credit of $2.43 for a missed trash collection on January 27th, 2023. That is the only missed collection that was reported to our office for the month of January. No further credits will be applied to your account at this time. If you have any further questions or concerns, please feel free to call the office at ************.
  
  Sincerely,
  ******

   

  **This is the email I have sent to the customer. There was only 1 reported missed collection for the month of January. We have already applied a credit for that missed collection. The customer verified they have been collected since. No further credits will be applied to the customers account at this time.**

*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. ↩