Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/31/24 a driver was in my driving lane, when I honked at the driver to get out of my way, he honked and flipped me off. I immediately contacted this business as the driver could have killed me in his trash truck. I was told Id be reached out to, I had sent a follow up email as well. It is currently 1/23/25 and I have yet to hear back from this company! I have made multiple phone calls and sent multiple emails about this disgusting behavior.

  Business response

  01/23/2025

  **** will be calling the person to discuss.  Her original call did not give much detail and there was not a request on that call to be called back.  However, **** (this driver's supervisor) was not included in the emails and the other supervisors failed to inform him that he need to contact the person making the complaint.   She should be hearing from him today as the emails and phone recordings were sent to him today.

  Customer response

  01/23/2025

   
  Complaint: 22847217
  
  I am rejecting this response because:
  
  I reached out for almost a month, gave the date, time, and location of the incident as well. Said in my email I required a follow up. I was told on the phone twice this would be handled. 3:06 pm on ******* Hwy 12/31/24. Not happy about this response being dismissive and trying to put blame on me. 
  
  Keeley P

  Business response

  01/24/2025

  Not sure why you are rejecting the response.  You spoke with **** on the phone yesterday.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Paid them for a large item pickup. They are now refusing to collect the items they quoted for pickup and accepted payment for.

  Business response

  01/02/2025

  These items were picked up on 12/31/2024 at approximately 2:45pm.  Thank you.

  Customer response

  01/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22747983, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  12/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 10/4 I contacted ******** and made arrangements for residential trash service pick-up starting 11/1 (Friday). I was told that they would deliver a new trash container one week ahead and they charged me $105 for three months of service + container fee.On 10/28, I had to call them as no container was dropped off and someone showed up on 10/29 to deliver a container.11/1 was our first pick-up. No one came and picked up our trash. We had to call 11/2 a.m. and someone came out that day to pick it up.11/8 was a complete repeat. They were a no-show on Friday for normal pick-up day. Called 11/9 for pickup.11/12 my wife ****** called to convey how unhappy we were with their lack of service. She spoke to ***** on the phone and asked to talk to a manager. She was told ***** or ***** would call her and no one ever did.11/15 was another repeat. No-show on day of pick-up and we waited to see if someone would come on the Sat 11/16 without us having to call. They did not. 11/18 I called and spoke to *****. I had the intention of canceling this service but ***** said they had reworked their drivers maps and we should be good for that coming Friday. They offered us a $25 discount off or our next 3-month billing cycle (2025) and comped us "supposedly" for the first three pickups (two which were made and one which was not). Then Friday, 11/22 rolled around and again NO PICKUP. I called first thing Monday, 11/25 and canceled the service. I told them to issue a refund and to come and pick-up their trash can.We have not heard from them nor have we received any refund. All the above was also documented via email to their support alias with no response as well.They are horrible. People need to be aware.

  Business response

  12/03/2024

  I do apologize to the customer.   Normally we do not have issues like this but the poor communication on our end as bad us look bad and the customer dissatisfied which is understandable.  This was not brought to my attention until receiving this complaint.  Refund has been issued this morning and our Toter will be pulled with in the next week.

  Customer response

  12/03/2024

   
  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

  11/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  stevens disposal claim i owe $260.92 for services never agreed to in any way,never heard of company until this problem this company is trying to EXTORT money from me.

  Business response

  11/19/2024

  **** **** signed up for service with Countryside Disposal on 3/29/2011.  We took over the service when our companies merged on 5/17/2021.  Notifications were sent out at that time.   Notice of none payment was sent out to him on 11/18/2021.  He was then placed in the credit bureau on 2/9/2022 after no responses.  His balance due with our company is $260.92 for services rendered.

  Customer response

  11/20/2024

   
  Complaint: 22577771
  
  I am rejecting this response because: i left countryside  before they where bought by STEVENS AND did not have a contract with countryside they scammed you and  now you are trying to extort money from me .I need paper to give to my attorney for further action on my part.
  
  Sincerely,
  
  **** ****

  Business response

  11/20/2024

  Please contact the ******************** as your account was handed over to them.  I see you have requested information which was already sent to them.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In May 2024 I ran out of trash tags and needed to order more. My trash service was through ********************** and when I reached out to them I was transferred to ******** Disposal. Without my knowledge the sanitation company I was using was sold to ******** disposal. In the past I was able to request tags and they would send me a bill of $70 per tag sheet. I was informed by the ******** disposal's receptionist that I must send the check prior to getting tags. On June 8th I wrote and sent a check for $70 for 1 page of stickers. Over the course of a few weeks I waited and called and was told to keep waiting, that they hadn't received my check yet. On July 12th the check had still not gone through and I assumed it was lost in the mail. I went to the bank and paid $25 to have the check canceled. I called ******** Disposal on July 16th and left a message cancelling my services because I was unhappy with the whole situation. At this point I had not had trash picked up since May and it was piling up in my garage. A receptionist named ***** called me back the same day and left a voicemail stating that she was canceling services that day. I still have the voicemail. Today I received a notice in the mail that I owe ******** $105.00 by Oct. 21st from a balance on my account from July 24th. Firstly, I was never on a payment plan, just the prepaid stickers. Second, I had not had any trash collected since May. Thirdly, I canceled the services on July 16th. Finally, this is the only notice I have received but the letter states they have tried to collect from me multiple time and this is their last attempt before sending me to collections. I have called and left a message and am waiting to here back. I am so over the incompetence of this company and I need them to lose my contact information and rescind their threat to send me to collections for a false bill.

  Business response

  10/11/2024

  When check **** was received.   Bag Tags were mailed to the customer.   Customer put a stop payment on the check and did not tell us this.    She either needs to send back the bag tags (20 count) or pay for them.  Regardless if she is saying she is cancelling, she still has our bag tags.   If she pays for or returns the bag tags, I am willing to waive the *** Fee for the returned check.   

  
  Account Notes subform
  Account Number Call Date Call Code Description Initials
  ******* 7/22/2024 BT MAILING 7/22 RECEIVED CHECK **** AND MAILING OUT 20 BAG TAGS 7/23 ****
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive had problems with this company since *** moved here last September. They REFUSE to take anything that isnt in the garbage can. Also, when I came home from work today I had to pickup garbage all across the street that they left in front of my house. I wish I had taken a picture but at the time I was so frustrated that I didnt. At this point ** having to write this complaint just so something can be done. I shouldnt have to worry about the garbage men not doing their job but I am constantly cleaning up after them every Friday.

  Business response

  07/22/2024

  Village of Carleton residents are Toter only.   They have an option to get a second Toter through the Village and pay a $30 delivery fee.   They have an option for a third Toter for $30 delivery and $48 per year service fee (they would call our office for this).   No bags or other cans will be taken.   Bulk items must be scheduled through the Village.   As for a mess, I am not sure how this would happen when all trash should be in Toters and they are automatically dumped in the truck unless the resident is filling the Toter with loose trash that can pose a problem.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A few months ago our local trash company was bought out by Stevens Disposal. Shortly after that we originally had a one yard dumpster and it was switched to a two yard dumpster without asking us and i could not even fill the one yard dumpster. When they brought the bigger dumpster out i told the driver if there was going to be a price increase to not even unload the new one. He assured me there would be no price increase. I was also forced into signing a contract that i never had before. I was also told the contract was just a formality and could be bypassed if something happened. I just received my new bill with a significant rate increase and when i called and questioned the bill and told them i no longer wanted their services for being lied to i was pressured to try one of the other services that i did not want. After many back and forths with the salesperson and numerous times telling them to come get their dumpster i was threatened with having to pay out the rest of the contract and other fees. This is clearly a bait and switch tactic that should be illegal.

  Business response

  06/13/2024

  Stevens Disposal and Select Sanitation merged on 12/1/2023.  Stevens Disposal requires service agreements with all it’s commercial accounts.  Our normal service agreement is for a 3 year period.  Service agreements were mailed along with our welcome letter and their first invoice with Stevens.  Mr ******* signed the agreement on 12/27/23 and we received it back in the mail on 1/2/24 with a note to change to quarterly billing.  Our letter indicated that dumpsters may be switched out.  Stevens runs mostly frontload Trucks for commercial dumpsters.  We ourselves do not offer 1yd dumpsters, so anyone with a 1yd once per week was switched to a 2yd every other week service.  Rate increases for these customers were made beginning 7/1/2024 to bring their cost up to our standard rates.  There is a clause on the service agreement that if service is cancelled prior to the term of the agreement the customer will pay out 6 months liquidated damages plus pull fees and any late fees.  We would prefer Mr ******* remain a customer and therefore will not waive the any breach of contract fees in the event that he cancels.  If he does not need this amount of service there are options of reducing to Toter cans as well.

  Customer response

  06/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The contract I signed was for a one yard dumpster. Your letter and contract you sent said it could be switched out but did not say you didn't offer that size or I would have never signed the contract and did business with you.this is clearly a bait and switch tactic that I will have no part in. I signed a contract for a 1yard dumpster not totes . Honor your contract or void it.

  Sincerely

  **** *******
  
  
  

   

  Business response

  06/24/2024

  Customer was informed that there would be changes and the dumpster would be switched out.   The services offered are equivalent and we will stand by the the service agreement that the customer signed.  He may call our office and speak with a sales rep for further solutions.

  Customer response

  06/24/2024

  
  Complaint: ********
  
  I am rejecting this response .Per their letter and contract that they sent it stated the dumpster could be changed it did not state they do not do 1yard dumpsters.They never advised us that our dumpster was going to be switched they just showed up. The contract I signed states right on it a 1yard dumpster. They replaced it with a 2yard and raised the price. I do not want a 2yard dumpster. My contract states a 1yard dumpster. If you can not hold your end of the contract I don't know what to tell you.

   

  Sincerely

  **** *******

  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company vehicle ran over my yard destroying curb and grass. Witnessed by neighbors. I've contacted company multiple times and been told they will repair. Currently my calls are not returned and nothing has been resolved.They have admitted to being responsible for the damage and stated they will make right.

  Business response

  06/11/2024

  The consumer has agreed to repair the curb and grass as we're giving them a 9-month credit.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ******'s destroyed 2 of my personal trash cans - 1 large toter and 1 Rubbermaid can; a value of well over $100. They replaced them with company toters, which was fine until I recently cancelled my service with them due to horrendous customer ************************ had called to drop my service down to 1 toter pickup and had only been setting out 1 toter every week for months. I had kept the other ******'s branded toter that they had replaced my destroyed toter with next to my garage. When the new bill came out, it was exceptionally higher than normal. Our HOA has a special discounted rate and my bill didn't seem to reflect that.I called in and has a lengthy and heated conversation with the rep, who was incredibly rude and unprofessional. She explained to me that I was still being charged for 2 toters as their driver saw that I was utilizing 2 toters which was a lie. They also threatened to charge me for the toters if I didn't return them, even though they were supposed to be mine to replace the ones that they destroyed. She explained that they are not responsible for customer-owned property if it is accidentally broken. My cans were not accidentally broken, it was reckless and malicious. I have street facing security cameras that confirmed that the driver was at fault, which is why they agreed to replace the toters to begin with.After cancelling, they sent me a bill for services that have already been paid for. I did return both toters even though they should have compensated me for my destroyed property.They have threatened credit collections on the new bill even though it just came in the mail. They again lied saying they have attempted multiple times to collect the balance. This is the first communication from them on the new bill.At this point I just want the balance zeroed out and to be done with this awful company.

  Business response

  02/13/2024

  ******** called in on 6/24/2021 and told us that our driver threw away one of the cans at ****************. We did deliver one of our cans out, waived the delivery fee but ******** was told this can will still be Stevens Disposal property. This was delivered on 6/26/2021.Cans are kept as Stevens Property as in the future if the can is damaged due to regular wear and tear, we can then exchange this out at no cost to the customer. We do not sell our ********************************************* toter cans to customers or give them out to cover a customer owned can. On 6/22/2022 ***** called in to increase service from 1 Toter per week to 2-Toters per week as well as scheduled a 3rd can to be emptied that week. Service was never requested to be lowered after it had been increased on this date. On 2/2/2023 we received a call that the blue Republic Toter was missing and only the metal bar from that can was on-site, we delivered one of our toters out and did not charge a delivery for this, it is not noted what happened with that republic toter just that the customer said it was missing. The bill was paid at this time as well for the 2-toter limit and the account was restarted from being quit for non-payment. We did send a toter out as we were under the impression this left the customer with ******* to use for trash when they are paying for 2. Still these Stevens Toters are to be kept as Stevens property.
  
  The collection letter the customer received was not his first invoice for those service dates. An invoice was mailed out on 10/1/2023 for services 11/1/2023-1/31/**** as well as the January **** invoice which was mailed on 1/1/**** and showed the previous balance of the 10/1/2023 invoice on it.
  
  Furthermore, the contracted discount for *********** HOA is only for 1-Toter at $45 per quarter. This is just a preferred provider contract meaning as long as 80% of the residents are using Stevens Disposal, they are allowed the $45.00 per quarter for the 1-Toter. We did however lower your 2-Toter limit to $67.00 per quarter as of 8/1/2023 although it was not a rate contracted with the **** we did this to give the rest of the residents using Stevens with higher limits a discount as well to help with the 80% retention in the **** Since the service was already discounted this final balance will stand as it was for services rendered. The final balance is $58.54. Let me know if anything further is needed.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had requested a dumpster delivery service to be emptied every 2 weeks . They kept billing us and not emptying the dumpster. I called and got it fixed once then the problems started again. Everytime I called to say they didn't empty the dumpster they would say it's the wrong week, even when it would be back to back weeks. I told them to just com get the dumpter may 11th they didn't. They stopped emptying it and left it full continued to bill us. I called to say we will not pay for a service we are not receiving. Then when the truck came by and ran over my cat I called again and said to come get the dumpster to send someone to come get it but don't send the guy that ran over my cat that I don't want any other animals harrmed. Again they kept billing and still haven't emptied the dumpster. They sent a letter stating that if we didn't pay them they were picking up the dumpster on NOV 17 . I didn't pay them because they had not emptied the dumpster. They never cam to get the dumpster. My husband called and they said they are going to leave the dumpster till the bill is paid even though they have been told.to.come pick it up multiple times. It's Dec 22 and its still here and hasn't been emptied for 6.months. I called and they basically called me a liar .

  Business response

  12/22/2023

  Customer was called every month once her auto pay declined on 5/15/2023.  Customer never returned any calls.  Customers service was suspended for non payment on 9/21/2023.  Customer still refused to pay for services rendered.  Notice was sent out if we did not receive payment that the dumpster would be pulled and account sent to collections.  Still no payment, so the dumpster was pulled today.  Account will go to collections next month if we do not get payment.  Customer never called about being missed.  Customer called in March and April and made payments to keep services from being suspended.  Customer called on 9/1/2023 stating driver ran cat over intentionally, she was told our driver would not intentionally run over an animal.  She then stated she wouldn’t pay us if we suspended her services.  She did not offer to make a payment for services still due for June through August services.  Customers last payment was 4/15/2023.  Customer has always paid late, with exception of one time in April and then stopped paying.  A company should not be expected to provide services when they are not paying.

  Customer response

  12/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  This thing aren't true .I have called repeatedly and told them we weren't receiving service while our account "was in good standing" we were treated rudely and.told that we were wrong that it had been emptied. I know that was incorrect because I can see the exact same trash in the dumpster. 

  I have made multiple attempts to try to get to a solution to the problem. And then and only then did I say I was no longer going.to pay for a service not being rendered. 

  I told them to.come puck up the dumpster again when they ran over my cat and they didn't .

  The phone number they have on file was to my husband's cell phone maybe 10 people have the number he wouldn't have missed the call. We never agreed to contact by email because my husband doesn't use his email for work. We are farmers and it's an unrealistic form.of commication for him. I have also told them that on multiple occasions. I deal with the billing and I need a paper statement. It was neve an issue in the beginning but once I told them that they needed to pick up the dumpster for non service they got nasty and started lying to me about me .I know what I said I know when I called and I know that the dumpster wasn't emptied while we were paying for service. HOWEVER IF YOU UPSET THEM THEY JUST SAY WHAT THEY WANT AND TREATEN  TO RUIN YOUR CREDIT AND LAUGH ABOUT IT  . While.saying there is nothing we can do about it they can do what they want

   

  
  Sincerely,
  
  *** ******

  Business response

  12/27/2023

  The customer owes money.  Has not paid for services as said prior.  We have pulled our dumpster and customer owes for services from May through September plus the pull the fee.  If customer refuses to pay it will be sent to the credit bureau.

  Customer response

  12/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

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