Complaints

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We keep recieving bills with the incorrect price and all attempts to get this corrected have been ignored.

  

  Business response

  11/20/2024

  This issue has been resolved with the client and they are completely satisfied with the results. 

• Initial Complaint

  10/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I keep calling them to solve this issue we have with them about going up with price like more than 20 % per year. And very hard contract to cancel.They should not be in any business at all if treat the Custumer's with disrespect. Nobody changes the price like this *** company almost every month a new price. Wow for real lets do something about this alltgether. This is not ethic at all. The did send me by mistake the cancellation fee for another business. Thats mean everybody is trying to live them but they make it impossible to cancel with those fees they impose as to cancel.

  

  Business response

  11/19/2024

  I am writing to inform you that the issue referenced in BBB Complaint #******** regarding contract disputes has been fully resolved to the satisfaction of all parties involved.We sincerely apologize for any frustration and inconvenience this matter may have caused. At *** , we are committed to maintaining the trust and satisfaction of our customers by upholding the highest standards of service and continuously improving our processes.
  Please let us know if there is any further information you require or if there are additional steps we need to take to officially close this case. We appreciate the opportunity to resolve this matter and thank you for your assistance in facilitating a positive outcome.
  

• Initial Complaint

  10/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract with lied sale ******** *** want you to sign and said your contract do you start until you clear with current company, "LIE"?Sale *** said, they will contact current company for you. You do not have to do anything. "LIE"?Sale *** said, they will prorate you to next year. They did not. "LIE" again?Asking you to contact your current company for them. Asking you to get the contact for them... Asking you to do they job and want the business. NO good.

  

  Business response

  10/11/2024

  Thank you for bringing your concerns to our attention. We understand the frustration expressed in the complaint and would like to clarify the situation. The customer entered into a contract with ***, and *** invested over $2000 in the purchase and processing of new equipment specifically tailored to the customers needs. However, the customer then used the terms of our service agreement to renegotiate a lower rate with their existing hauler, placing themselves in a double contract situation.
  
  To assist, *** sent a certified cancellation letter to the customers hauler, successfully terminating their agreement. Despite this, the customer has submitted a self-serving complaint to the BBB, seemingly to pressure *** into voiding its valid contract.
  
  Per Illinois law, our contract remains enforceable, and the customers actions raise concerns of potential contractual fraud. As a result, the customer must either honor the contract or buy out the agreement due to the significant financial investment *** made on their behalf.
  
  We are a proud woman- and family-owned waste hauling business that stands by both the law and our commitment to ethical business practices

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2 Made request to replace garbage container. Made several phone calls to follow up. Felt discriminated and lied by the employees

  

  Business response

  05/16/2024

  The issue has been resolved. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SBC Waste Solutions is constantly neglecting picking up my yard waste, today they called me a liar and said the yard waste was not at the curb at 10:00 am this morning, when the driver picked up the garbage and the recycling. When in fact I put the garbage, recycling and the yard waste all out the night beforehand! When I call them to tell SBC Waste Solutions they neglected to get the yard waste - they want to charge me $45 dollars for a "special pick-up" - what a scam! If SBC Waste Solutions is constantly going to skip picking up my yard waste, they should lower my monthly bill significantly.

  

  Business response

  04/22/2024

  We appreciate your feedback. Our customer service representative confirmed the situation after video verification, leading to the return fee charge. Rest assured, we have informed the driver about the high alert status of your address for future deliveries. Thank you for bringing this to our attention.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My billing statements have changed every few months for years with no notice of price increase they just do it whenever they feel like it. They make it nearly impossible to cancel their service contract without paying a huge fee.

  

  Business response

  01/08/2024

  We always keep everything transparent and try to provide the best customer service we can. Please contact us at ************ and ask for ***** Flood and we can get the situation handled to your satisfaction. 

  Customer response

  01/08/2024

   
  Complaint: 21006949
  
  I am rejecting this response because:
  No matter how many times Ive asked why its always the same bogus response and constant bs. I have asked numerous times to cancel my contract but am not able to without a fee that is so unattainable. The contract hasnt been signed in over 3 years. The business being charged isnt even at that location anymore.
  

  
  Sincerely,
  
  **** D

  

  Business response

  01/08/2024

  We apologize if our previous responses have not adequately addressed your specific questions. We want to assure you that we take your concerns seriously and are committed to resolving this matter to your satisfaction.
  
  Regarding the cancellation of your contract, we genuinely regret the challenges you have faced. Our team is diligently reviewing your account details to identify any possible alternatives to waive the cancellation fee. We understand your frustration with the unattainability of the fee, and we want to work with you to find a fair resolution.
  
  Additionally, we apologize for any inaccuracies regarding the business location charged in your contract. We would appreciate it if you couldplease call************** and ask for ***** Flood.
  Please be assured that we are actively investigating your situation and are committed to rectifying any shortcomings. We will reach out to you shortly with a detailed plan of action to address your concerns and find a satisfactory resolution.

  Customer response

  01/08/2024

   
  Complaint: 21006949
  
  I am rejecting this response because I tried to call. I was asked to be transferred to Shawns voicemail since he wasnt in. I was disconnected before I was able to leave a voicemail and then continuously disconnected the next 3 times I called back.
  
  Sincerely,
  
  **********

  Customer response

  01/08/2024

   
  Complaint: 21006949
  
  I am rejecting this response because I tried to call. I was asked to be transferred to Shawns voicemail since he wasnt in. I was disconnected before I was able to leave a voicemail and then continuously disconnected the next 3 times I called back.
  
  Sincerely,
  
  **********

  

  Business response

  01/08/2024

  Can you give me your Phone number,  ***** will call you personally and rectify the situation 

  Customer response

  01/09/2024

   
  Complaint: 21006949
  
  I am rejecting this response because: Ive been in touch with *****. She knows it all. Rectify it through her and we can get in contact that way. 
  
  Sincerely,
  
  **********

  Customer response

  01/09/2024

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

  

  Business response

  01/09/2024

  *****,  will be calling you shortly.

  Customer response

  01/09/2024

   
  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.
  
  Sincerely,
  
  Viti D

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our company has two separate complaints to file against SBC Waste Solutions **** Account #******** currently have a 5-year contract for weekly dumpster rental/pickup at our office. We have been incredibly dissatisfied with their service and would like to discontinue our service within the appropriate window of time, according to their contract. Unfortunately, we never received a copy of the contract. I have called and spoken with ***** and ********* and they both stated that the only way to find out the end date of our contract is to request a copy be mailed to us. I have requested the contract to be mailed 4 times. Every time, I call, and they confirm that it was mailed. We have never received a single copy and still do not know when our contract ends. They state that there is no other way to receive a copy of the contract and have "no idea" why we haven't received it yet. If we miss our window to cancel, it is entirely due to their lack of customer service and ability to operate appropriately as a business, and we will end up paying for it. The second claim is disputing a charge of $275. We rented a 30 yard dumpster for 7 days, on 11/15/2023. When the driver came to pick up the dumpster after 7 days, he said he was "unable to pick it up after making 1 phone call", even though there was a full crew at the location, waiting for it to be picked up. Regardless of whether this is true, we were in no way notified prior to the rental, that we would be charged $275 if they were unable to pick it up. There is absolutely no notification in the agreement or "summary of charges" about this charge. We were in no way notified and did not sign or agree to these terms. When I spoke with ********* she said, "this is standard and not communicated anywhere." There are no legal grounds for them to charge us this fee, unless it is explicitly stated somewhere that the customer can access that information.

  

  Business response

  01/08/2024

  We apologize for any miscommunication. ***** has been in extensive communication with *********************** regarding invoiced charges.
  ***** sent her a copy of the contract on 9/20/2021.
  
  ************************* signed a new contract for a service change on 8/31/2023, clean terms. She also has the most updated copy. Exec. Assist. **** sent it back signed.

  Customer response

  01/08/2024

   
  Complaint: 20995837
  
  I am rejecting this response because: In regards to our ongoing 4 yard dumpster rental, the attached agreement is the only contract we have received from SBC since we altered our service and changed from a 2 yard to a 4 yard on September 1, 2023. This is NOT the document we are asking for, as it does not provide the original date that our current 5 year contract began. I communicated with ****** via email that we are requesting a copy of the original contract, sent to *********************** on 9/21/2021. I explained to her that **** is no longer with our company and we do not have access to her past files. SBC should easily be able to provide us with this information. I have also attached my email where I confirmed with both **** and *********, prior to submitting the signed agreement, that this service increase would not further extend our original 5 year contract terms. Thus, the date of the service increase document is not helpful in determining the end of our contract. Please provide the original contract  sent on 9/21/2021 or confirm the exact end date of our contract, when SBC will attempt to automatically renew it. Thank you.
  
  Sincerely,
  
  ***********************

  

  Business response

  01/25/2024

  Our records show, that we sent a contract copy to *********************;on 9/21/2021, and 8/31/2023.
  We sent a copy to ***********;on 12/7/2022.
  We also sent a copy to ************************;on 8/14/2023, 8/23/2023, 8/31/2023.
  Again, we provided a copy to *********************;on 12/27/2023.
  
  Attached is the most recently sent contract copy to *********************;on 12/27/2023.

  Customer response

  01/25/2024

   
  Complaint: 20995837
  
  I am rejecting this response because: Again, we unfortunately do not have access to any of the records sent to *********************** or ******, as they no longer work for our company. All of the copies of the contract that you have provided us during 2023 are from our recent service change request and are not the original contract from 2021. Those copies do not include the date we began service, so it is impossible for us to determine when our 5 year contract will renew. Thus, we will be unable to submit our request to end service within the timeframe outlined in your companies' terms. We are requesting a copy of the original contract sent in 2021 to ***********************. It should be very simple to provide us with this.

  Additionally, the contract you attached in your most recent response was for a separate 40 yard roll off dumpster that we rented for one week at a job site and is irrelevant to our 5 year contract for weekly service of the 4 yard dumpster we currently have at our office. 

  Please send the original signed contract sent to *********************** on 9/21/21. Thank you.

  Sincerely,
  
  ***********************

  

  Business response

  01/29/2024

  Dear ******************,
  

  We are sorry to hear that you are still unsatisfied with our responses.
  
  Unfortunately, there is nothing we can do to help you with records you do not have because the staff members we collaborated with are no longer there. Your internal record keeping of records received is not our responsibility.
  
  When we receive a request for a copy of the contract, our records office mails the contract copy to the account billing address for confidentiality and security purposes of all customers personal and contractual information.
  
  The most current contract copy in file that is signed by both parties, customer and company is the legal binding agreement. Not the original copy. The original copy has been superseded by the contract signed on 8/31/2023 when a change in contracted service was requested. When a change in service and price changes from the service and price that was originally contracted, we must draft a new contract with the new requested service and cost, and this was also explained. Matrix Coating Solutions signed and authorized the change in contracted service, price, and terms.
  
   
  
  Therefore, we confirm that the current signed agreement in place is the same one we emailed to you on 12/27/2023 when you reached out urgently, stating we have never submitted a copy and we clarified several copies have been sent since 2021. An exception to this request was approved, and we stepped out of our internal protocol and emailed you a copy to best accommodate your sense of urgency.
  
  Again, per your request attached, please find a copy of the current legal binding agreement in place with SBC Waste Solutions (contract copy dated 8/31/2023 and signed by *********************).
  
  Additionally, attached is also a copy of the contract you originally entered when Matrix Coating Solutions commenced service with SBC Waste Solutions (contract was signed on 11/1/2019, signed by ***************************). This was the original.
  
  Furthermore, the copy sent to *********************** in September of 2021, is the service agreement signed on 7/28/2021 signed by ************************* for a service increase when Matrix Coating Solutions requested the addition of recycling services.
  
   
  
  We appreciate and value your business and we hope our response noted above and the contract copies provided once again, meets your expectations, and satisfies your needs on this matter.
  
  Nonetheless, please do not hesitate to let us know if you have any further questions or concerns.
  
   
  
  Thank you for your time.

  Customer response

  01/31/2024

   
  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. While you are correct, our record keeping is not your responsibility, it is disheartening and frustrating that it took all of this work for you to provide us with one simple requested document. We had an unfortunate mishandling of documents on our end and sought your assistance. It is good business practice to work with your costumers. It would have been simple if your company had just mailed us the document (per your protocol) correctly, upon the first request. Perhaps there was confusion on your end as to which document we were requesting, despite us being very clear that we wanted the first original contract from when we first began service. While we are satisfied that you have finally provided us with this document, it has still been a disappointing experience overall. Thank you for your time. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a garbage collection company used by our condo building. They charge separate fees for trash vs. recycling and have separate bins for the two types - all normal and expected. We have noticed for the past few months (and have video evidence) that they put both the recycling and trash together in the same truck. Not only are we paying for recycling and it is being treated as trash, but environmentally, this is terrible. We have asked them about it and they said they combine trash and recycling and sort it at their facility, but this sounds like a lie to me. Mixing trash and recycling in the same truck can affect the ability to actually recycle some of the material (eg. Soiled cardboard). Id like to have it investigated by the appropriate authority as they might be cheating customers by charging for recycling that is not taking place.

  

  Business response

  12/04/2023

  We understand the confusion, however, We don't own or operate our own sorting facility, but we have partnerships with facility's that have goals of zero landfill and process and short the material to be recycled and sold as renewable products. This ensures the products that can be recycled will be. 

  Customer response

  12/05/2023

   
  Complaint: 20953061
  
  I am rejecting this response because:
  
  We are getting charged a recycling fee. So if you arent doing the recycling then why are we being charged the fee? Is all trash sent to this zero waste facility? If so, then we can send all our trash in the trash bin and dont need recycling bins to begin with. Or to waste our time sorting recycling in our homes. Please advise how our trash would be treated if we removed the recycling fee.

  

  Business response

  12/19/2023

  The recycling fee covers the costs of processing at the sorting facility, where they separate recyclable materials from general waste. All waste, regardless of bin, is sent to this facility. The fee supports our commitment to sustainable waste management and environmental conservation. Your concerns are important to us, and we are here to provide any further clarification or assistance you may need.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The contractor *** suggested SBC because they rented small units. We only had a tiny backyard with two small piles of cement about 3 feet tall 45round mattress two bags of garbage, 20 slats of wood fence and litter.. Sent photos to show *********************** who agreed this was so small, but *** suggested that we go up one size to prevent overload.***** estimated my cost at $275 their minimum at a 2 ton limit and with a required $500 deposit. I get an immediate refund the day the unit was picked up.Transactions done via Internet unit delivered next morning job completed just before noon. Photos taken immediately call made for pick up at **** pm. Was told theyd pick up next day.Two days pass no refund on ccard so I called to inquire. ****** gives excuses days and days about my refund.. I become suspicious. Theyre trying to keep my money I was supposed to be refunded same day.. I called every day, and say I am upset. Finally after 10 whole days charges comes in on my credit card for $485 instead of my refund of $275. This is got to be a mistake.Immediately I call for ****** I get suspicious again that this is a scam coming because suddenly my calls or intercepted she wont talk to me at all- I leave messages and more messages twice daily.Finally, a person tells me that my total weight was 9 tons of garbage. I say this is a mistake. The unit rented could not hold nine tons-neither could my backyard.!! we went over the job before she gave me an estimate. She knows this job was nowhere near 9 tons. The contractor insists that they are flagrantly trying to take advantage of me.She says that charges are final nothing can be done because weights are done by another company. I suggest they contact the company because a grave error has been made..She insists that there is no recourse.I email ****** to say we both know this is wrong & I am disputing the charges. She replys with a receipt without my unit rental number on it, but different.

  

  Business response

  08/24/2023

  Thank you for sharing your concerns. At SBC Waste Solutions, accurate and fair service is our priority. While providing weight estimates, especially over the phone, can be challenging due to various variables, we ensure precision by weighing your waste at an independent, state-certified scale dump.

  The tonnage charges you see are solely what we incur, assuring fairness in our billing. While this method might not provide preliminary estimates, it ensures the most accurate billing for our customers.

  We deeply respect your perspective and hope this explanation highlights our commitment to fair and transparent practices.

  Customer response

  08/30/2023

   
  Complaint: 20513899
  
  I am rejecting this response because:
  Here we can see that the company continues is blatant disregard for fairness and transparency because in this response, they never addressed my issues at al, never bothering to relate any of my details of my claim.
  

  The response for this company to my claim for fraud seems to be only a form-letter that reads as if it could be applied to any customer or situation and its obvious that no efforts have been made to inquire or investigate the errors involved in configuring the proper charges to my account. 
  

  I rented a small unit because we had a small job and the contractor I hired charged me for removal of 1.5 tons of garbage.  SBC says I had 12 total tons, 9 tons over the 3 ton limit.  This is a major discrepancy on that point, yet, they still refuse to address that issue.

  This whole thing is ridiculous if this company thinks that because Im a senior citizen, Im an idiot.  We shared photos and I saw this garbage with my own two eyes-it was nowhere near 12 tons.  I was in total surprise when the contractor charged me for even 1.5 tons.
  

  I intend to get justice because I am highly insultedno one else should be subject to these shady business practices.  

   

   

  
  Sincerely,
  
  ***********************

  

  Business response

  09/03/2023

  Thank you for bringing your concerns to our attention. We understand the frustration and disappointment expressed in your complaint and would like to address them directly.
  
  Firstly, we apologize for any perceived disregard for fairness and transparency. Our response was not intended to dismiss or ignore your specific issues. We appreciate your feedback and are committed to resolving this matter in a satisfactory manner.
  
  Regarding the dispute over the charges for the removal of garbage from the small unit you rented, it's important to clarify that the charges you mentioned are not directly imposed by our company. As mandated by the ************** legislated Scaled dumps, the fees for excess weight are determined based on specific criteria and guidelines set by the state. We would like to work with you to investigate and address this issue further. Our aim is to ensure that any errors or miscalculations are identified and rectified.

  We want to assure you that we value all our customers, regardless of age, and it is never our intention to demean or insult anyone. Our team is here to listen to your concerns and find a fair resolution that upholds customer satisfaction and resolves any perceived shady business practices.
  
  We would appreciate the opportunity to discuss your concerns in more detail and gather additional information to assist in our investigation. We kindly request that you contact our customer service department at ************* or email us at **************************************** We are committed to ensuring a fair and satisfactory resolution for you.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding as we work towards resolving this matter. We value your feedback as it helps us improve our services and address any shortcomings in our processes.
  
  Thank you for taking the time to bring this issue to our attention. We look forward to the opportunity to address your concerns and restore your confidence in our company.

   

  Customer response

  09/06/2023

   
  Complaint: 20513899
  
  I am rejecting this response because:

  at this point, I do not trust this company at all, considering what they tried to do to me.

  They now want me to call them when they have never bothered even to this day to return my many many  phone calls made  where I tried to explain to them that this is got to be a mistake. They were rude, insulting and condescending to me and pretty much told me to stop calling them, because I was wasting my time. 
  

  They never wanted to hear what I had to say before and now they are still  saying that there is another company that is responsible for the charges.  I guess they dont understand that its up to them to resolve that issue with their other company.

  it seems to me if they wanted to resolve this issue they couldve called me as soon as they got notice that I filed a complaint with BBB.

  I have submitted evidence with  the complaint that I filed with the attorney generals office, and Im not real sure if I want to submit the evidence here again, because I dont trust SBC at all where they may try to doctor my evidence again to suit their needs.  
  

  If BBB will require copies of my evidence, let me know, I will probably have to mail it in because I am unable to download it.

  This situation has been a waste  of my time and energy and Im very frustrated at this point, so yes I would like to resolve it ASAP to get on with my life. If someone from their office calls me, I will be open to settle this.

   

   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract with this waste company in April of 2021. Its a 5 year contract but the contract states as follows;"Contractor agrees that if Customer no longer requires any collection and and disposal services for its waste materials, customer may terminate this agreement upon written notice given to the contractor not more than 180 days, not less than 90 days prior to the intended termination date."I no longer need services and therefore requested to cancel my contract in 90 days like the contract states I can. However the contractor is refusing to allow me to cancel. This goes against their contracts terms. I would like assistance in getting this contractor to agree with their own terms. My contract also has a set price that says not to exceed $88 but they are charging me over $120. I have never been given any notice of price increases.

  

  Business response

  09/12/2023

  Hello **********************,  I  believe we came to an agreement that worked out for both parties. Please acknowledge that this is has been resolved. 

  Customer response

  09/12/2023

   
  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.
  
  Sincerely,
  
  *****************************

*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. ↩