Complaints

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was late paying my bill with gills Freeport disposal. What they do in this case is send it immediately to a collections agency which sends you notices. 2 weeks later when I had the money I paid the collection agency over the phone. The money came out of my account and then nothing happened. I paid on a Friday and put my garbage out the following Monday and it wasn't picked up. I called and said it wasn't picked up and that I had paid and they said they would call me back. Nothing happened. I tried putting in my garbage again when I got an email saying that Monday was garbage collection day which I only seem to get when I'm paid on my bill and nothing happened. I've gone 4 weeks without garbage pickup. And garbage is just rotting in my garbage can that's waiting to be disposed of. Very likely a health hazard.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I am being forced by city government to pay for trash pickup services from ****** in Freeport, **. ****** has continuously breached the contract by not picking up my trash or recycle bins on the day specified for trash pickup. i called the company to send a truck out to pick it up and their response was that i should wait until the next trash pickup day. However, they skip my house at least 3 of the four weeks of every month and I don't believe they will pick it up on the next trash day. i have security camera footage of them driving right past my bins on a regular basis. They don't even stop or look. They go directly from my neighbors house, past mine, and then to my other neighbors house. Although they miss 3 out of 4 trash pickups every month, i am still being FORCED to pay full price for this service by the City of Freeport and the company will not resolve the issue. This is frustrating and aggravating to put my bins out to the street and have to drag them back, still full, to wait for the next pickup ALL THE TIME. The company has continuously breached a contract that i was forced to accept under duress. An acceptable resolution would be for ****** to start picking up my trash bins on the days specified in the contract with the city and send me a refund for the lack of service last week. Another acceptable resolution would be to penalize the city for entering me into this contract without my consent and force the city to allow it's citizens to choose their own waste management company.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I live in a gated community that contracts with Gills Freeport Disposal (Gills) to service our entire community. As such, we are unable to arrange with another provider for our garbage disposal needs. Each household is required to pay for their own service directly with Gills. We pay a monthly bill for service which is to include weekly pickup on Mondays of both a 95-gallon garbage bin and a 65-gallon recycle bin (Doc 5). On Monday, January 22, ****, Gills picked up the trash in our garbage bin, but neglected to pick up the recyclables in our recycle bin. We left the bin out all day, thinking they would come back for it as they had on a previous occasion when the recycle arm on their truck was malfunctioning. However, when it was still not picked up by the following day, Jan 23, I notified Gills via the "missed pickup" tool on their website (Doc 1). When I did not receive a timely response to that notification, I called Gills on Jan 24 (Doc 6). I explained the situation to the rep, and she stated she would check into it and call me back to let me know if a truck would be coming back for the pickup. She did not call back, so on Jan 26, I contacted Gills again through the "missed pickup" tool (Doc 2) and requested a credit for the missed pickup. I received a response back from Gills (Doc 3) stating that the driver did not pick up because the area was not plowed/salted. This was not a true statement, as our association had been through and treated the roads. In addition, our garbage bin and recycle bin were out at the street side-by-side. As I explained in my response (Doc 3), it made no sense that the garbage was picked up, yet the recyclables left behind due to road conditions, when both bins were out at the street side-by-side. The conditions were identical. The response I received (Doc 4) indicated that no adjustment would be made. We are seniors and had to bring the recyclables to my daughter's home for disposal. We paid for services not received.

  Business response

  01/31/2024

  we do apologize for the miss of recycling on the 22nd. typically if one truck can come through that does not indicate another one can if the road conditions are not good. Once one comes through and if he is sliding around due to ice he will notify others so that they do not come down the road as well, to save from any accidents that could be caused by the road conditions. for a typical vehicle a little ice on the road might not seem like much but when you have a large commercial vehicle that weighs a lot more, that little bit of ice can be a huge problem. especially when they have to make frequent stops. the truck could slide off the road, hit something, cause damage to a yard, cause damage to the truck, and hurt themselves or someone else. we pride in safety and would never want any of those to happen. Looking at the documentation sent over i see you reached out on the 23rd at 4:08pm. for anything web related it can take up to 24 hours to hear back. The office hours are 8am-4:30pm Monday through Friday. The ticket was closed out the next day commented "customer already called in" so they did not e-mail back. For the e-mail sent on the 26th at 1:44pm a representative e-mailed back to the request on the 26th at 3:58pm. typically we do not issue credits for something not picked up due to conditions that kept us from being able to make it there, if it was not out in time, or out incorrectly. we will service anything accumulated for that pick up on the next pick up day with that accumulation. For a one time curtesy we will issue a credit for the recycling. you will see the credit of $1.28 on your next invoice. If there is anything else we can assist with please let us know. thank you. 

  Customer response

  02/01/2024

   
  Complaint: 21218491
  
  I am rejecting this response because:

  I have attached a report showing historical weather conditions for our area.  Although the day following pickup day, January 23, was very icy and hazardous, the actual pickup day, January 22, was not. 

  However, I do not wish to purse this matter further. I was just displeased with the terse, dismissive responses I received when reporting the missed pickup.  When customers pay for a service, they expect to actually receive the service. This company responded as if providing service was optional and at their pleasure. In my short experience using this company, it was not the first time that I experienced an issue with a missed pickup.

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

  Business response

  02/02/2024

  We do apologize that it came off that way. By no means do we think it is optional for us to do our service. I did verify and the credit requested has been submitted. if there is anything else we can assist with please let us know. thank you. 

  Customer response

  02/05/2024

   
  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,
  
  ***************************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract is a yearly payment for waste hauling which never gets done unless i complain to BBB. Gils Freeport Disposal has got to be the laziest yard bin pickers in world . I pay 300 dollars a year so they {Gills) can sit on their butts do nothing . Supposed to pick yard waste on Thursday mornings each week and never do please help . this is at least my umpteenth complaint for gills

  Business response

  01/26/2024

  Our records indicate the container was sitting by a neighbors home so we did not think it was out. it has since then been removed. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I am writing to you to file a complaint against ****** Freeport Disposal, with whom I've maintained a long-standing commercial service contract. Over the past 14 years, I have been a loyal customer, only to find myself in a situation that has been handled in a way that is not just unsatisfactory but also seemingly in violation of our original agreement.The issue arises from unexpected and unjustified rate increases imposed by ****** Freeport Disposal, following my commitment to a five-year service contract. These increases were never part of our initial agreement and have substantially inflated the cost of the service, causing significant strain on my business.When I expressed my concerns about these rate hikes over the past year, rather than working to resolve the issue, I received no contact from ****** Freeport Disposal. Instead, when I proceeded to cancel my service, they responded with an overwhelming termination fee structure. This includes a liquidated damages amount that, from my perspective, has no grounding in actual losses incurred by the company, given the longevity of our business relationship.I must explicitly state that I refuse to pay these liquidated damages. It is not reasonable to impose such a cost on a loyal customer who has consistently used and paid for their services over the past 14 years.The handling of this situation by ****** Freeport Disposal has resulted in considerable financial stress and has fostered a profound sense of mistrust. I believe it is fundamental for businesses to honor the terms of their contracts and treat customers with fairness and transparency. My experience with this company has unfortunately been at odds with these principles.By reaching out to the Better Business Bureau, my objective is to seek assistance in this matter. I urge ****** Freeport Disposal to reassess its practices, justify the sudden increase in rates, and eliminate the unwarranted liquidated damages imposed on terminating the contract.Your attention to this matter is greatly appreciated. I trust in the Better Business Bureau's ability to mediate and am hopeful for a resolution that upholds the principles of fair business practice.Sincerely,********************* *************** ************

  Business response

  05/31/2023

  Our sales rep has reached out to Mr. **** on several occasions to discuss options for pricing.  He has refused to discuss those options.  Mr. **** signed a contract for with the terms and conditions clearly stated.  If he wishes to terminate his contact early he will need to pay the liquidated damages as stated in the contract that was signed a year ago. 

  Customer response

  05/31/2023

   
  Complaint: 20076119
  
  I am rejecting this response because:
  
  I would like to address a few concerns regarding the situation.
  

  The reason for signing the contract after my service with your company for the past 14 years, was to receive the improved price of your service. While it is true that I signed a contract, my dissatisfaction lies in the subsequent immediate changes to the pricing and service fees after the initial agreement was made. These changes were not anticipated or discussed during the contract signing process, leading to my frustration.

  Furthermore, I understand you ask for liquidated damages in the contract for early termination. However, it is essential to consider the ongoing issues with customer service, the lack of communication until I canceled, and my representative's failure to respond to my inquiries about the price increase. These factors have contributed to my decision to terminate the contract early.
  

  In light of these circumstances, I request the liquidated damages be removed. We hope to resolve this matter amicably and without any further complications. 
  

  Please let ** know how we can proceed to resolve this situation promptly.

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

  Business response

  05/31/2023

  I will have our sales rep reach out to you to discuss rolling back the price to the initial price when contract was signed before the price increase. 

  Customer response

  05/31/2023

   
  Complaint: 20076119
  
  I am rejecting this response because:

  ****** has made no effort to resolve the complaint.
  
  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I canceled my garbage service in December 2021. 5 months later I'm getting billed for services they never did. They haven't been to my house since December. Why am i getting billed now? Called and they said i never canceled my service. I've also called about this matter and they told me they'd check it out and call me back and never call back. They're trying to scam me out of money for service they never done.

*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. ↩