Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of service 11/26/2024 Trash not been picked up even though I called in to notify them the day before that I wanted to put out extra bags and wanted to pay for the extras bags and was giving the green light to put out the extra bags and I asked again that are you sure I dont have to pay and was told again yes so I put out my two cans and 4 extra bags but when I went out to check this morning I noticed the extra bags wasnt picked up. So I called Gateway and spoke to one of the representatives and was told I would have to call in next Monday to put out the extra bags and pay for them I proceeded to imform her that I called yesterday 11/25/24 which was a Monday and was giving the green light to which she responded by saying the people I spoke with was just a phone answering service and they dont handle those type of things to which I asked then why was did she give me the ok to do such thing if shes not authorized to do so?A simple ****** search would show you that Im not the only person whose been dealing with this company one even stated and I quote If I can give this company less than one star I would another review stated By far the WORST trash company ******** the representatives are rude which you can also find on their review page and I couldnt agree more

  

  Business response

  11/27/2024

  I have tried to contact the customer, and he has no voice mail set up for us to leave a message. I need to know the location to see what is happening on the account. Once I get in contact with the customer, I can look into this situation. We do have policies place on the amount of trash per household and if extra is set out it does have to paid pre paid before the service day. 

   

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gateways disposal service is contracted for residents of the city of ********** by our city council. Gateway offers bulk pickup on the 3rd week of every month as part of our monthly waste disposal service. I called today (Thursday, October 17, 2024) to schedule for pickup of a bulk item on our regular pickup day (Friday, October 18, 2024). The item was originally part of a reclining loveseat console. I was told that they cant take reclining loveseats and was instructed to call a junk hauler. I explained that, since the item had been dismantled, what I had was essentially a reclining chair. I made two calls trying to convince someone to schedule this pickup. My only option, I was told, was to leave a voicemail for a supervisor, which I did.I am a senior citizen and am unable to move this by myself. I had, however, arranged for someone to move it to the curb for me today. He was only available until noon. I called at about 9:30 this morning. Ive heard nothing. Its now 3:30 and I have heavy furniture sitting in the middle of the floor with no way to move it.I want Gateway to fulfill their obligation to provide bulk pickup of a recliner before I trip over it or injure myself trying to move it. I have contacted my council representative with the city of ********** to report the difficulty Ive had.

  

  Business response

  10/18/2024

  As our policy for bulk pick up is that we can not take anything weighing 60 lbs or more. Also no appliances, electronics, exercise equipment,  construction debris For example, a reclining sofa/ loveseat or electric recliners and sofa sleepers we can take this. Our trucks will sometimes have 1 driver and those items are entirely to heavy for them. Also the frames that the reclining sofas/loveseats  can cause damage to the trucks. Unfortunately we can not take that type off debris. When you call to schedule a bulk item the representative explains what we can and can not take. We do apologize for this situation. 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Began business with Gateway Disposal on August 26th, 2024 and still have yet to receive my trash bins, making it hard to properly use their services. I have paid $75.51 up front to begin these services, and while my trash is picked up, I am unhappy about the missing bins. It makes it much harder to dispose of my trash/recycling, and I dont want to leave trash bags outside without a container due to the possibility of animals getting into it and the smell it gives off. I have called this business multiple times asking for updates on when my bins will arrive, but have been told they dont know an exact date, and their estimates are off. They told me there is a 2-3 week wait on bins, and its been over a month. Unfortunately, this is the only trash disposal company available to me in my area, so I have no other choice but to wait on their services.This business promises a service including trash and recycling pick up, as well as providing 2 bins for the customer. I feel that I am not receiving the full service in which I am paying for. When you look up reviews online, it seems there is a plethora of issues with this establishment. I just want to get the services that I am paying for.

  

  Business response

  10/09/2024

  I do apologize for the delay n the can delivery. We have been out of cans for a while waiting on delivery. We received some Monday, and I have this to be delivered today. 

  Thanks

   

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm a new customer with ****************** since August 1st (2024). I requested a trash can and have NOT received one, it's been over 2 months now. I've called several times and sent email and still have NOT received a trash can. In addition, they Did NOT respond to my email or did NOT return my call requesting to speak to a supervisor. My account has been paid on time and in full. Per Gateway's website : "One 96 gallon cart will be provided to all residential customers" please provide one to my residence, per your policy.

  

  Business response

  10/02/2024

  This has been taken care of. We were out of containers for a while and we are doing  our best to get them out as they come in. 

   

  Customer response

  10/04/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

  However,  Gateway Disposal needs to do better job with returning calls and responding to email.  The workers

  who pickup the trash, recycling and yard waste so far are doing a Great job !!  Thank you for the trash can.

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

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Trash can went missing July 31st, called Gateway Disposal that day for a new can. After speaking with Gateway they said they would deliver a new can could take up to two weeks. Aug 28th still haven't gotten a can spoke to Gateway yesterday now they are saying three weeks from when I called Aug 6th. I have attached my called log and a text message showing I reported it on July 30th. I also told Gateway I have to take our trash out daily so I have been having to dispose of my own trash at my job. They haven't picked up any trash at my residence in a month. Requested compensation on my bill reflecting this and Gateway told me they still have been servicing my address so no credit.

  

  Business response

  08/28/2024

  I will contact the customer because I am not showing any calls from them yesterday. Also, I see a can was delivered 8/6/24. If hat can is not on property I will get a supervisor to check on this and get it taken care of.I do see the customer started services 6/7/24 and no cans we requested until 7/31/24 and delivered 8/6/24. I do not see any more calls being made on this account.

  Thanks

   

  Customer response

  08/29/2024

  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

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since the two years I have been in my current residence I have encountered multiple incidents with Gateway Disposal refusing to pick up my trash and each time they refuse and leave it for the next week they my trash continues to pile up and it has since caused an maggot and flies issues.The customer service is horrible and each time I reach out they tell me something different

  

  Business response

  08/06/2024

  I have spoken with ***************, and we are getting this taken care of today. *************** sets out over the limit in weekly trash. The contract in the City of Florissant states a 210-gallon limit. *************** has set out over the limit a few times. Today was 2- 96-gallon trash with 2 large black trash bags that were set on top of the can causing the lids not to close. So technically that would have been the limit, alongside the can he set the 2 large black trash bags on the ground in which that is what caused him to be over the limit. I am sending a driver supervisor by today to get this cleaned up. He is wanting us to send our disciplinary action on this driver to him. We will not be sending that to him.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is unethical that I need to call a company once every 3 months for them to simply do the service that I am on auto-pay for them to perform. When I do call in, the person that I speak to is rude and disrespectful when I ask why is my trash not being picked up. The right thing to do is to refund or credit the last 3 weeks and the additional 2 weeks that were not picked up. I do not like to call in due to the disrespect and conflict that will occur. If I call in and leave an after-hours message, nothing gets done and I have a 50/50 chance it will be picked up the next week (I have learned from experience). If you REPEATEDLY do not perform a paid-for service, why is a company still collecting?

  

  Business response

  07/31/2024

   We issued bills on 6/1/24 due upon receipt delinquent as of 6/30/24.This customer is set up on auto pay. When we ran the auto pay on 6/27/24 the card declined. We sent a letter to let the customer on 7/1/24 know that payment had not been received and they had until 7/15/24 to make payment to avoid the stop service. We have not received a payment as of 7/31/24. We do not offer credits on accounts that go on a stop service for nonpayment. We will eventually be picking up the trash from the weeks not picked up due to stop service. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted Gateway Disposal to request two additional trash cans at our home. The customer service agent was extremely rude when we called. We were charged on our next bill for the cans. It has been over 30 days and we still have not received the cans we were charged for. We have called back twice and everytime we are told it will be another 2 weeks. This company is unprofessional and scams homeowners out of money. The complaints are numerous. What can be done!

  

  Business response

  05/28/2024

  We normally do not charge until cans are delivered to customers there is a mistake I need the address to look up account.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nobody is taking payments so now I'm at risk of disrupted service. The woman answering calls is not at the business and keeps taking my information down and tells me I'll get a call back. But nobody has called back. Their login page isn't working properly so I can't pay there. Nobody is calling back. Nobody is helping with the website issue. This is not the first issue I've had with them. They never call people back and are very unhelpful and unprofessional.

  

  Business response

  04/16/2024

  I am sorry they are having trouble getting through us. There is an over whelming number of calls from customers who are paying bills on the day of interruption of service. The bills are generated 45 days prior to interruptions and the customers all call at the same time. The web site is up and running, customers need to have their account numbers and the passwords will default to the account number OR last for numbers of phone number on account.

  Thanks

   

  Customer response

  04/17/2024

  Complaint: 21579288
  
  I am rejecting this response because:
  I tried several days to pay. And, the website did NOT work like that. I finally got someone to call me back and paid and they supposedly reset my password to the account number even though I had never set it up and the account number and last 4 of my phone number did not work to set it up. 

  Also, it would be helpful if they put an actual due date on their bill. 
  
  
  Sincerely,
  
  ********* Queensland

  Customer response

  04/17/2024

  The bill is paid. I don't know if my service was disrupted. I'll find out tomorrow on trash day. 

  

  Business response

  04/18/2024

  There were 3800 customers on suspend services. Everyone is calling to pay and reactivate. We are experiencing a large number of calls, and it is taking time to go through all the calls. There are other option to make payment on the web site. We have had no issue making payment through our web site. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lack of Recycle and or trash pickup including mine and neighbors.

  

  Business response

  02/02/2024

  This customer had called in for a recycle miss from 1/31/24, we dispatched a supervisor to go pick it up on 2/1/24. The customer had not mention anything on trash or we take care of it as long as it falls into the 24 hr time we are allowed to return for the missed pick up. It is unusual for drivers to miss both services, and if they do we need to know so we can follow up on the driver. Customers do need to have all services out by 6:00 am on their service days, and if they are missed, they need to call asap and leave us a message if we ae not here. This recycle miss that was called in for was taken care of.

  Customer response

  02/06/2024

  Complaint: ********
  
  I am rejecting this response because: I have received a letter from Gateway saying I did not pay my bill which I did and then for them to miss my recycle and trash pickup is irritating .  For one thing they missed the whole block pickup and I told the lady on the phone and she said each one of us has to call in for pickup. I and my neighbors pay our trash bill faithfully and I and my neighbors expect the respect of this company to do their job and not tell us to bring out trash and recycle out the next week when we pay our bill faithfully. I understand the delays from holidays. And I notice the service Gateway have in the richer neighborhoods they don't have any missed pickup at least that is what my friends say.
   
  
  
  Sincerely,
  
  ******* *********

  

  Business response

  02/07/2024

  I am sorry the customer feels this way. We have to follow company policy on the miss pickups, or we would be going back for everyone every day.  In regard to neighbors, we cannot just pick up anyone when someone calls in a miss pickup. There are reasons that things get left so that is why each customer must call in if they have an issue. 

*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. ↩