Complaints

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been required to pay $20 in cumulative late fees due to our account not being set up as expected with Auto-Pay in June of 2022 with the provision of my credit card and discussion with ******************************* following the starting of our service . In October of 2022, I learned that our account was past due because autopay had not been set up and I was charged a $10 late fee. I paid the balance except for the late fee in October and was informed that a manager would call me to discuss the matter. No one ever called and today, I was charged an additional late fee of $10. Effectively, I am being charged a late fee for not paying the late fee that never should have been charged to begin with had the account been set up as discussed and agreed. I have paid the late fees today to keep my account in good standing and would like to have the $20 in late fees returned to me or credited toward a future invoice.Thank you.

  Business response

  11/14/2022

  I am not sure where the breakdown in communication was but the account was not initially setup on *******. Anyway, i have credited the late fees for $20 to your account to pay toward your next invoice.

  Customer response

  11/15/2022

   
  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

  10/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They bill every three months. In July of this year we called in to pay our bill and provided them with our credit card info and asked them to set up auto billing for future payments. Today we called after they didnt pick up our garbage yesterday and they said the account had a balance due. We said it was supposed to be automatically paid. They never charged the card as expected with automatic payment so we paid the bill on the phone. We confirmed again that they had our credit card info in the system on the call today like we did back in July. They said yes. When we asked them if they would be out to pick up our garbage they said they would not unless we paid an additional $40. We refused and said it was your issue for not charging the CC as expected via automatic billing, they said there was no proof we had automatic billing set up, even though we called in July and gave them our CC info, which they had on file still. They refused to let us talk to a manager and refused to pick up our garbage this week even though the bill is paid unless we paid another $40 dollars. Then they said we would have to pay an additional fee next week if our garbage was overflowing. So they have our bill paid in full, yet they wont pick up our garbage this week without forcing us to pay an additional &*****, and then they will force us to pay more money next week for the garbage overflowing, all because they didnt automatically charge the CC like they said they would after we set up automatic payments in July. An issue that could happen again in Jan because they only provide verbal confirmation it is set up. They have our money and yet are charging us more for their possible error and then holding us hostage for more money in order for them to do what we paid them to do and then charging us again next week for not doing their job this week.

  Business response

  10/20/2022

  I reviewed the account and it appears we received a payment on the account and the account is current until 12/31/22. It also appears our customer service agent updated the account so it is now set on autopay moving forward. We recently instituted a new late fee policy that if bill that is due the 1st of the quarter is not paid by the 5th of the quarter that a $10 late fee would be assessed. I will provide a one time courtesy and waive the late fee. i left a voice mail with the customer.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a customer since 2020 and have never missed a payment. October payment was due no later than the 5th in which I attached a copy of the check that was deposited by Active Waste Solutions. As of today they are telling me they do not have my payment and since it is not in their system I will owe a $10 late fee and they are cutting off my service. I have sent them the image of the check that they deposited and stamped. I called the bank which they have confirmed that the money was debited from my account via check dated October 5th. When I call Active Waste to get resolution they tell me there is nothing they can do and will not let me speak to a supervisor. A year and a half ago I had a similar issue with them in which they credited the wrong account with my payment. It took months to straighten it out so I am not sure if this is the same situation as they are not giving me any Information, only that payment was not received.

  Business response

  10/19/2022

  Our controller was able to find the payment and applied it to your account. Your account is current through 12/31/22.

  Customer response

  10/19/2022

   
  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

  10/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started service in September of 2018. I paid for a quarter at the start of service but then switched to Monthly payments. Somewhere in that time, my account was not credited correctly, showing 2 months behind. I finally got tired of not getting anywhere with communication and paid the "past due". I continued to pay my bill through my banks mobile bill pay every month when I got paid (usually the ***** of the month) to be received by the 1st. In July of 2021 I got an email stating I was STILL a month behind. When I called them, they told me I didnt make my Dec 2020 payment. I assured them I did, as I always do and they told me to provide them a bank statement. I supplied them with the documents showing I had paid them every month since Jan 2019. They said they would get back to me. Never heard from them. A few months later, I got another email and called again. Once again, I was told they would get back to me. Fast forward to today. ********, sent another email assessing me a late fee of $10 and a threat of discontinued service for late payment. I told her I would not be paying it because it withdrew from my bank on the 27th and they should have received it, but should be lenient in case it arrived late due to the hurricane in the region during the beginning of the month and it may have affected the physical payment getting to them from the bank. ******** said to me, and I quote " Hurricane? Seriously" It was nothing more than a little wind storm and no excuse not to pay your bill on time." Very rude and unnecessary. She told me the payment was received after the 6th and would not take off the late fee and in fact would cancel my account effective immediately, leaving me with no further trash service as we dont have another company servicing my area. Payment was received and credited on the 5th. The "past due" amount has been what I have disputing for the past 2.5 years.

  Business response

  10/14/2022

  I exchanged emails with Ms. ****** and cleared up the discrepancy on the account.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I DISCONTINUED SERVICE ON 8/24/2022 AND ASKED THAT THEY PICK UP THEIR GARGAGE CANS WHICH HAVE BEEN IN FRONT OF MY GARAGE NOW FOR ALL THIS TIME. I HAVE AN HOA WHO IS GOING TO GIVE ME A FINE IF THEY ARE NOT REMOVED RIGHT AWAY. I CALLED AGAIN TODAY AND ONCE AGAIN THEY WILL MAKE ME A PRIORITY WHICH HAS NOT HAPPENED YET. i AM SURE I HAVE THE RIGHT TO DISPOSE OF THEIR CANS WHICH I HAVE TOLD THEM I WOULD DO IF THEY ARE NOT OFF MY PROPERTY BY FRIDAY. I

  Business response

  10/20/2022

  I reviewed the account and we see removals were completed on 10/6/22 at 3:03 PM and confirmed by GPS that the driver was at the location. In addition, we have not received any calls from any addresses on your street that the containers were missing, so we were under the impression these were done and completed. We will have to schedule to have these removed again ASAP.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called them to use the trash pickup service in june only as i said i will be out of the country in july and august. On august 15 my credit card was charged for the july and august even though i didnt receive any service. I called the company and they said they will refund me but nothing happened. Called them today again and the girl who answered was very very rude. She yelled and called me names even hung the phone on me. I want my money back.

  Business response

  08/30/2022

  I spoke to ************** and processed a refund on her account and explained, we cannot consistently turn on/off the account for billing reasons.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my **** for trash service for March-May 2022 in February 2022. I promptly paid my **** in full. I canceled my service effective May 27, 2022 as the service was rarely provided (I had to take my trash to the dump myself as there were some weeks they would never come). On July 31, 2022, I received an additional **** for $6.80 relating to a fuel surcharge for ***** and May. I refused to pay this because I had canceled my service two months prior and my trash wasnt even picked ** several times in ***** and May. The company threatened to send to me to collections. They also hung up on me repeatedly.

  Business response

  08/10/2022

  In reveiwing the account, there is a zero balance on the account but it appears there was a payment made on 8/9/22 for $4.64. I have refunded that amount back to the credit card. The account is closed with no balance.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 22, 2022 the trash collection trucks arm damaged my container so badly i could not use half of it. I immediately called and requested a replacement, was told very politely that they were having some personnel issues but I would receive a new container within 2 weeks. After that time and no replacement I again called and they said I was now a priority and as soon as they had new inventory (now they claimed they were short on containers) I would be first to receive. 2 more weeks went by and I emailed, this time I was told I would have one the following week. Still no replacement so I emailed again, response was sarcastic and rude and the person who sent was too cowardly to even sign their name to it. I pay in full and on time, I just want what I pay for or half credit for only being able to fill half of my trash can! Tried to resolve but nearly 6 weeks have passed and I cant even get a person to respond that doesnt blame ME for the problem. From the complaints and reviews on this (BBB) site I think this company needs to be investigated further.

  Business response

  08/11/2022

  Replacement tote was delivered yesterday, 8/10/22, but the old tote was not out so we could not remove it. We will have to reschedule the removal.

  Customer response

  08/11/2022

   
  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

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cancelled my service on June 29th. I have been waiting for my trash can to be picked up since then and keep being told "tomorrow". Again, today I am being told "tomorrow". Have the driver pick up my trash can today when he comes to pick up the trash in our neighborhood. Take it to the dump because its obvious the company does not want/need the can.

  Business response

  07/27/2022

  We removed the containers, today 7/27/22.Please let us know if you have any other questions or concerns.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 10, 2022 Active Waste Solutions charged my card $12.79 arbitrarily. I did not give them permission nor did I receive an explanation of why I was charged. I have called them 4 times since May 10th and no one has been able to explain why I was charged. One employee even indicated that I had been overcharged. Apparently there is only one man who can adjust my account and he is never there. Today is June 2nd, I still have not received a call or any type of explanation but I received a **** for $77.20. I want my card taken off file and I want to understand why my card was charged when I did not give you permission!

  Business response

  06/17/2022

  I am not sure where the breakdown of communication occurred but the credit card payment was processed against an open balance. I have refunded the $12.79 back to the credit card and removed the card from being processed again. We apologize for any inconvenience we may have caused.

  Customer response

  06/20/2022

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

  Customer response

  09/26/2022

   
  Complaint: 17314267
  
  I am rejecting this response because:

  Active Waste has told me several times that they billed me in error $12.79 but can't seem to get it off my account and arbitrarily charge my credit card every few months without my permission. This is the second time this has happened and I am sick of it. Take my card off file and refund my money.
  
  Sincerely,
  
  *************************

  Business response

  09/26/2022

  I have credited and refunded the $12.79 back to the credit card and inactivated the card on the account. 

*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. ↩