Complaints

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Active Waste authorized a payment without my knowledge. I am not signed up for automatic payments, but I noticed a charge recently that actually caused a hardship for my family. $111.85 was deducted from my checking account from *****************************************. They were not authorized to do so. I was planning on canceling service and was going to call them to settle my bill and they took the full amount out of my account without my authorization. I emailed them to see if I could get a refund and cancel my account and they are only refunding me partially. I haven't received the refund yet and don't even know how much it will be. My biggest complaint is that they took the money out of my account without authorization. They need to be penalized in some way for this to ensure this does not happen again to someone else.

  Business response

  01/30/2024

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

  It appears your account was cancelled on Wednesday 1/24/24. We processed a refund to your credit card for $76.66. The remaining amount is for the prorated *************** you received from Jan. 1 thru 1/24/24. In addition, there was a $10 late fee processed on your account, as the payment or the first quarter was due on 1/6/24.

   

  Regards,

  ****

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I do Not have Auto draft and on 12/5 they drafted double the amount due ($203.70) from my bank account. I wasn't aware of that and realized my reminder was late so I paid on 12/14 through the online invoice which still said $101.85 was due. On 12/23 my bank notified me of a direct deposit of $203.70 from AW. this made me research and they illegally drafted double the amount from my account on 12/5/******* I asked she said it was because I was late and they were trying to avoid giving me a $10 late fee (not their choice) I reiterated that I have Never given them authorization for auto *********** replied "Well, I can refund it & charge you the $10 late fee!"I also emailed requesting a refund for the two remainder months in the quarter are already paid in the amount of $67.90.

  Business response

  01/02/2024

  We have refunded the payment of $101.85 to your account today (1/2/24).

  Customer response

  01/04/2024

   
  I am rejecting this response because they claim to refund me on the 2nd it is now the 4th and there is no refund or pending refund. They still have not picked up their trash can either.
  
  

  Business response

  01/05/2024

  We processed the refund on the 2nd. We will send you the receipt as it will not allow me to paste it in this response. Every bank is different as to when they deposit the money back into the account but it should hit your account in the next day or two.

  As far as the removal of the container, we have it in our queue to remove and we will call you the day before we schedule to remove it.

   

  Customer response

  01/08/2024

   
  I am rejecting this response because: although they provided "screenshots" I still do not see the refund or even a pending transaction of this refund from my bank and it's been 6 days since they claim to have submitted a refund. My bank has Always reflected all pending payments and refunds within 48 business hours. Until the refunds is received, I will not accept this as being settled.
  
  

  Business response

  01/10/2024

  We have refunded the money and confirmed with our credit card processor that the money was refunded. If the money is not refunded by the end of the week we can file a dispute with our credit card processor.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Active waste Solutions truck did not pick up again. Called service center two times to resolve and both times they just say the truck has not been to our area... I said I just watched the truck pick up both of my neighbors trash and passed my house again, she wanted to argue and hung up. Called back to cancel my account and they hung up again... **************** and make it where you can not cancel service. They Bill ahead so Do not charge my card any longer and I will file dispute on any further charges since you bill ahead of service. Technically you owe me for services not rendered.

  Business response

  09/22/2023

  I believe our Operations Manager, *****, spoke to you about the situation. We have cancelled your account and processed your refund.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Main issue is that i ordered and PAID $75 for a new replacement trash container over 1 1/2 months ago. We received an old construction container that was delivered dirty, broken, scratched and absolutely filthy. i attempted to call and resolve with customer service 5 times, over the last 1 1/2 months with little progress and many false promises to replace with new container.Today active waste solution (8/31/23) dropped off yet another old broken dirty container and i attempted to call to resolve, i was met with a very unprofessional, rude, nasty female customer service person, who basically told me "Too bad, take what we give you, it is what it is, and that is best we will do or we can charge another $75 for "our" inconvenience to deliver another old container of our choice!." I explained to this person my being not satisfied and the experience with active waste was not positive and that i wanted to speak to a manager to complain, she replied we have no owners or mgr's here and VERY rudely hung-up. This is an example of a person who should NOT be working or representation active waste solutions. Such embarrassing interaction should NOT be tolerated with the customer service team at *****************************************!

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My recycling was not picked up this week, while all others on my street were. I called Active about this issue and was informed that it was due to the small amount of yard waste in my recycling, while their website only calls out restrictions for logs/wood chips (which neither were in my bin). I have been stuffing both my bins with leaves for years without issue, and then without notice Active refused service. I requested that my bins be emptied this time and after I would comply, but was refused. This is not the first time that Active has refused me service due to an arbitrary sudden decision, and am likely in the market for a new provider. I would prefer that Active picks up my recycling that is not out of compliance with there requirements on their website (while I will avoid yard waste in the future), and update verbiage on their site to be in a log meant with their preference. If this minimal request cant be honored, I would request a refund to this *************, and immediate cancellation of service and my receptacles picked up the following day.

  Business response

  07/31/2023

  ************************, 

   

  Can you please provide your address or account number because I cannot locate your account in our system using your name, phone, or email. 

   

  Regards,

  ****

  Customer response

  07/31/2023

   
  I am rejecting this response because:
  
  I am not sure how to respond to the business, but the request was for my address (which I included in the complaint and correspondence to the business. My address is ***********************************************************

  Business response

  08/01/2023

  After locatingteh account, I called ************************ and straightened everything out. I believe the issue has been resolved.

  Customer response

  08/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My trash pickup is scheduled for Wednesday and due to 4th of July it was moved from Wednesday to Thursday. My trash was only partially emptied, so I contacted Active Waste Friday Morning for incomplete pickup. They put in a ticket for pickup. I was not told how long it would take. I left the trash can out until Saturday 3:40 pm. I called the office Monday morning and the customer service representative told us they can't do anything. As I tried to explain my issue the operator and supervisor they were extremely rude and hung up on me. I called back and asked for her names and they stated I didn't need it and hung up on me again. I called back and ****** was a lot nicer, but the organization was extremely poor. I would like someone from the organization to contact me to resolve this and future concerns.

  Business response

  07/18/2023

  I spoke with ************** and apologized for his poor experience. We have refunded the balance on his account.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had residental trash service with this company. Due to price increase we decided to drop from 2 bins to 1. Request was for January 1 2023. Today is 4-12-2023 and bin is still here. We decided to cancel remaining service on 4-1-23 and told them to pickup bins within 2 weeks. Reminded them that we still had bin from 4 MONTHS AGO THAT THEY REFUSE TO PICKUP. they keep saying they will pickup within 10 business days but never do. I want both bins removed from my property NOW. they sent me email stating if I don't hold then it will be charged 100 per bin. I am not a storage unit and demand they recover their property. Have filed a complaint with my York representative and Also filed paperwork with probono lawyer and considering charging storage fees of $5 per day if not picked up by last agreed date of 4-14-23.

  Business response

  04/20/2023

  The containers were removed from the property on Friday 4/14/23.

  Customer response

  04/20/2023

   
  Better Business Bureau:
  
  Containers FINALLY picked up. Matter closed with BBB, still pursuing matter with FTC and AG to have company sanctioned 
  
  Thank you. 
  

• Initial Complaint

  03/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a customer for several years. The service has been horrible, with my trash many times being left uncollected. At some point around last March (2022), I had accumulated a credit, by double paying a few bills, by accident. Someone from Active contacted me by phone and informed me of the credit, and asked that I stop paying until December, so that the credits could be applied. I did so. All of a sudden, in September/October, I started receiving notices that I had missed a payment, and not only that, I now had been issued a late fee of $10??? I immediately made the payment, but refused the late fee for two reasons. One, I was asked specifically not to pay until December BY THIS COMPANY. Two, there were two instances in August and September, where my trash was set out for collection, and skipped, as in never collected. I contacted Active about both instances (weeks of August 2nd and September 20th) and asked that they send someone out to collect it, but in both cases, they did not, and it sat there until the following week, uncollected. I asked Active for a refund/credit for those two weeks, and no one ever responded. So, not only do I not feel I owe a "late fee" because they asked me not to pay until December, they actually owe me $11.25 for not collecting my trash for two cycles and not offering a refund/credit. They pushed forward an unreasonable price increase starting in January 2023, so that, coupled with the constant badgering about this "late fee", caused me to take my business elsewhere. Still, more than two months after cancelling service, they are harassing me about this $10, and threatening to send it to collections!!!! For $10 that I don't even owe them!!! What kind of company is this?? Not to mention, they offer recycling service for an extra fee, and have unwitting customers in my neighborhood paying such a fee, knowing that there is no method for recycling collection available in Lancaster County. Isn't that a crime?

  Business response

  03/03/2023

  I have waived the late fee and there is no balance on your account.

  Customer response

  03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Their facility is rude and they have called me inappropriate names and cussed me out and hung up on me and they place my trash cans in the wrong area. I can't receive any help from them,.

  Business response

  01/13/2023

  I attempted to call **************** at 4:25 on 1/13/23 and left her a voicemail.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MY HOA, CAMS, HIRED ACTIVE WASTE SOLUTIONS TO COLLECT OUR TRASH. AFTER NUMEROUS COMPLAINTS, ACTIVE WASTE SOLUTIONS AGREED NOT TO COLLECT TRASH BEFORE 8:00AM. THEY CONTINUOUSLY COLLECT TRASH IN THE MIDDLE OF THE ****** JUST THIS MORNING THEY COLLECTED TRASH BETWEEN 3:30 AND 4:30 IN THE MORNING. I'VE CALLED, MY NEIGHBORS HAVE CALLED ACTIVE WASTE SOLUTIONS, BUT THEY HAVE NO REGARD AND DO NOTHING TO PREVENT THEIR OWN STAFF FROM COLLECTING TRASH IN THE MIDDLE OF THE ****** THEY ARE EXTREMELY LOUD, YELLING AT ONE ANOTHER, AND THEIR TRUCK IS ALSO EXTREMELY LOUD AND ALSO HAS LOUD BEEPING SOUNDS.

  Business response

  11/10/2022

  I spoke with ************ regarding this situation. Our trucks should not be in the neighborhood before 6:00 AM EST and we have addresses the issue again with the driver.

*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. ↩