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Business Profile

Industrial Waste Compactor

Interstate Waste Services, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Industrial Waste Compactor.

Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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Complaint Status
Complaint Type
  • Complaint Type:
    Service or Repair Issues
    Status:
    Resolved
    So this issue is pretty simple. I pay this garbage company to do a pickup 2 times a week. Which I need. For about 8 months I have had to call them to come pick the garbage because they have skipped my house. This has been happening every few weeks. I feel that they are not holding up their end of the deal. I have spoken to their customer service people and they always tell me I’m on the schedule to be picked up and by the time they come it’s already the next time I need a pickup. I feel if I pay the company for a service they should do the service. I must say that they have given me a $10 credit but that really doesn’t help the garbage I have piling up outside my home

    Business response

    02/01/2025

    We spoke with the customer regarding recent service issues.  We have upgraded the size of the customer’s garbage can at no charge and credited the account to compensate for the missed pickups.  We will be monitoring the account closely over the next six weeks to ensure service is consistently performed on schedule. 

    Customer response

    02/03/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,
    ******* ********
  • Complaint Type:
    Service or Repair Issues
    Status:
    Resolved
    The is a residentail garbage service with missed service dates and lack of compensation, the serivce has been paid for each quater with multiple missed serivce days. The trash was not picked up on 1/20/25 or 1/23/25. This has not been the first occurances and at this point I have an overflowing can attracing animals and rodents eating it. This company should do right by its customers and give a credit for all the missed pick ups. The also are 40% higher then other garbage companys as the prices constantly increase.

    Business response

    02/01/2025

    We apologize for the service disruptions.  A $25 credit was applied to the account on 1/24/25 as compensation for the missed pickups.  The customer has decided to cancel service effective 1/31/25.  The customer’s account is paid through 3/31/25.  Any remaining credit on the account will be refunded to the customer within 30 days of account closure.

    Customer response

    02/02/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,
    ******* ********
  • Complaint Type:
    Customer Service Issues
    Status:
    Resolved
    I had service with this company in 2023 and later cancelled it. It took over a month for them to collect the bins, and I was told by representatives that my account had no balance. I was also assured that if there was a balance, it would be credited. On their end, it shows as credited, yet it was still sent to collections. I signed up for service again on the 7th of this month, but after numerous phone calls and emails with customer service leads and even a VP, I am now being told the balance must be paid before restarting service. It took them 12 days to inform me of this, despite all the back and forth. This is unacceptable and unfair, especially since I was misled when I initially cancelled my service.

    Business response

    12/23/2024

    Customer began service with Interstate Waste on 11/30/22.  The following timeline of events details invoicing, payment and communication history between IWS and the customer, leading to account closure with a past due balance.

    *Customer was sent a first invoice on 11/30/22 for $67.04 for prorated Q4 2022 service.
    *Customer was sent a second invoice on 1/1/23 for $194.63 for Q1 2023 service.  Total balance was now $261.67.
    *The account became 90 days past due at the end of January 2023.  Collection notices were sent to the customer between 1/31/23-3/8/23 for balances over 90 days.
    Customer arranged for a payment plan on 3/8/23, making an initial payment of $100 on 3/8/23.  $67.04 covered the 11/30/22 invoice for Q4 2022, with the remaining $32.96 applied to the 1/1/23 invoice for Q1 2023, leaving a balance of $161.67.
    *Customer received a new invoice on 4/1/23 for $194.63 for Q2 2023 service (Apr 1 - Jun 30), bringing the new balance to $356.30.
    *By the April 2023, the account was past due again.  13 more collection notices were sent between Apr-Nov 2023 for past due balances.
    *Customer made a payment of $161.67 on 4/14/23, paying the balance of the Q1 2023 invoice.  New balance of $194.63 remained for the 4/1/23 invoice for Q2 2023 service.
    *Customer’s service was canceled effective 6/27/23.  A refund of $6.49 was issue for the last 3 days of Q3 service, bringing the account balance to $188.14.
    *Prior to cancelling, the customer received an invoice to Q3 2023 service, which was removed from the account.
    *After repeated unsuccessful attempts to collect payment for the final invoice, the account was closed and the remaining balance was transferred to a third party to attempt to collect payment. 
    *The customer reached out recently to renew service.  However, a past due balance on the account when it was closed has led to delays in reinstating the account and renewing service with the customer.

    Accounts closed due to a past due balance normally require a customer to work with the third party agency to resolve the past due amount. However, we have been in touch with the customer in an attempt to resolve this directly with them, although we have yet to come to an agreement.

    Business response

    12/30/2024

    We apologize for any miscommunication that led to a poor customer experience.  We view this situation as an opportunity to evaluate and improve our training and processes.  We wish the customer the best with their new service provider.

    Customer response

    12/31/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,
    **** **************
  • Complaint Type:
    Order Issues
    Status:
    Answered
    I entered into a five-year service agreement with Interstate Waste Services starting on June 1, 2019. In 2022, I discovered another waste management provider offering more competitive pricing and contacted Interstate to request better pricing. I was informed that I was locked into the contract but could cancel with a 60-day written notice. I missed the cancellation window but later contacted Interstate again, requesting a reduction in service to the smallest bin size and the lowest pickup frequency. Interstate agreed to this modification. However, weeks later, Interstate unexpectedly attempted to remove the dumpsters without prior notice, even though they were still full of trash due to ongoing use. I was instructed by the driver to wait for the next scheduled collection to clear the dumpsters. To avoid further uncertainty, I stopped filling the dumpsters and hired a new waste management company to ensure reliable service. Interstate later informed me that by hiring a new company, I had breached the contract, and they could no longer honor the agreed-upon service modification. This position contradicts their previous advice that led me to hire the new company in the first place. This complaint arises from unclear communication and contradictory statements from Interstate Waste Services regarding their service modification agreement and my subsequent actions.

    Business response

    12/23/2024

    The customer is currently under contract with Interstate Waste Services for waste collection service.  The customer has attempted to end the contract early, which is permissible, provided the customer pays the remainder of the contract.  We are actively working through alternative solutions with the customer to resolve the situation, but have yet to come to an agreement.

    Customer response

    12/24/2024


    Complaint: ********

    I am rejecting this response because:

    I appreciate Interstate Waste Services’ reply, but their response contains inaccuracies and misrepresents the situation. Specifically, their claim that they are actively working with me to resolve the issue through alternative solutions is untrue. I have not received any meaningful communication or proposals from Interstate to resolve the matter. Any efforts to find a resolution have come entirely from my side, and there has been no indication that Interstate is genuinely engaging to address my concerns.

    I requested a modification to my service, reducing it to the smallest bin size and the lowest pickup frequency. Interstate agreed to this modification, and I relied on their agreement to adjust my waste management arrangements accordingly. However, they later refused to honor this agreement.


    Adding to the confusion, Interstate attempted to remove the dumpsters without prior notice, even though they were full and in regular use at the time. This sudden and uncommunicated action disrupted my operations, and I stopped using the dumpsters while awaiting further clarification from them. Their poor communication and inconsistent actions have created the confusion and complications that led to this situation forcing me to hire a new service provider to ensure reliable waste collection.


    The allegation that I breached the contract by hiring another service provider is baseless. My decision to seek alternative services was driven entirely by Interstate’s lack of clear communication. The responsibility for this situation lies with Interstate’s inability to follow through on their commitments.


    To resolve this matter, I respectfully request that Interstate Waste Services allow me to terminate the contract immediately without penalty, as their actions and lack of communication left me no choice but to seek alternative services. If immediate termination is not possible, I request that they honor the previously agreed-upon modification for the remainder of the contract term, which includes the smallest bin size and the lowest pickup frequency.


    Despite the challenges, I remain open to resolving this issue amicably and urge Interstate Waste Services to take appropriate steps to address this matter fairly.

    Regards,

    **** ******

    Business response

    01/17/2025

    In an attempt to demonstrate Interstate Wastes efforts to communicate with the customer in order to resolve this issue, the following is additional context related to this matter, including service agreement terms, dates and details of customer ****************************, and container ***lacement activity.

    Regarding the service agreement terms:
    Initial term 6/1/19 6/1/24
    Automatic renewal term 6/1/24 6/1/27

    SECTION 8 of the *********** Agreement addresses DEFAULT, TERMINATION:
    In the event that the customer believed there was a default on IWSs part, the Agreement states the following is to occur: If during the Term, either party shall be in breach of or default under any provision of this Agreement (Default), the other party may, at its option (i) suspend its performance until such default is corrected and the non-defaulting party has been fully compensated for any loss resulting from such Default or (ii) terminate this Agreement, provided however that no termination shall be effective until the complaining party has given written notice of a Default to the other party and the other party has failed to cure such Default within ten (10) days of such notice (with respect to to a failure to pay) or within thirty (30) days (with respect to all other breaches or defaults). In the event that Customer fails to pay Company or fails to perform any other obligation under this Agreement, Customer shall pay, in addition to the amounts due, any and all costs incurred by Company as a result of any referral by Company to an attorney.Notice of termination shall be in writing and sent by certified mail, postage p***aid, return receipt requested at the address set forth on the reverse side.

    Timeline of customer ****************************:
    1/16/24 Sales *** spoke to customer.  According to the ***, met with ****, said no issues, the trash is sometimes completely full but to no fault of IWS. Appreciated me stopping by.
    2/14/24 Sales *** discussed service agreement renewal with *****.
    6/11/24 Sales *** learned that customer did not wish to sign an updated agreement with IWS.
    8/1/24 Customer attempted to cancel service. Sales *** informed customer of the valid service agreement in place with ***.  Sales *** negotiated price decrease with customer. Sales *** submitted service change request to reduce service to (1) 2yd 1x per month for $80.00.  Service change was rejected upon sales manager review due to historical disc***ancy in service levels, meaning (1) 2yd 1x per month would not be enough service. Customer has received ********** per week since 2013.  Sales manager reviewed service decrease request with sales ***.  Upon further review, sales *** learned there were competitor cans on site which constitutes a breach of contract.  Customer was notified of a breach of contract and that they would be held to contract.  Competitor was notified of tortious interference calling attention to the existing contract between *** and the customer.
    9/11/24 Last payment made to IWS by customer for August 2024 service.  No payments made by customer for September 2024 or subsequent months.

    Regarding attempted container switch:
    9/16/24 IWS attempted to switch out a 6yd dumpster due to a rotted bottom. (This switch out was independent of the customers request.)  Customer refused 6yd switch out stating they were waiting on smaller containers.  Sales *** was contacted and confirmed smaller containers were not to be delivered.
    9/18/24 IWS cancelled customer container switch out.
    9/23/24 IWS driver ***orted *** cans turned around to prevent use and service, and competitor containers in use.

    Customer response

    01/20/2025


    Complaint: 22640612

    Thank you for your detailed response. However, I must reiterate that the issue at hand is not about IWS breaching the contract but rather about miscommunication and lack of clarity from your team, which led me to take actions I would not have taken had I been fully informed. Let me provide additional context to clarify my position.


    On August 1, 2024, I confirmed over the phone a service modification to reduce my service to a smaller bin with the lowest pickup frequency. Based on this confirmation, I adjusted my waste management planning accordingly, believing the change had been approved. I was never informed that this modification was later rejected by your sales manager. This critical piece of information was withheld from me, which caused significant confusion and further issues.


    On September 16, 2024, an IWS truck arrived at my location. To my understanding, this visit was to exchange the dumpsters for the smaller bins I had been promised. The driver, upon seeing that the larger dumpsters were still full due to my lack of prior notice, instructed me to stop using the dumpsters and assured me he would return. Following his instructions, I refrained from using the dumpsters and prevented further filling. The explanation in your responsethat this was a routine switch due to a rotted bottomseems inconsistent with the events and raises concerns about the accuracy of your records. It appears to be a post hoc justification for a mismanaged situation, particularly given that the driver acknowledged miscommunications like this were common.


    Additionally, your response references a discussion with ***** regarding the service agreement renewal on February 14, 2024. This is impossible, as ***** passed away in November 2023. This raises further concerns about the accuracy and credibility of your records and the integrity of the information being provided.


    Due to these miscommunications and inconsistent actions, I was forced to hire another waste management provider to ensure reliable service. If *** had clearly communicated the rejection of the service modification and managed the situation appropriately, I would not have taken this step. Therefore, accusing me of breaching the contract by hiring another provider is unfair, as my actions were a direct consequence of **** failure to honor its commitment and communicate effectively.


    Given these circumstances, I request that *** take responsibility for the mismanagement and work with me toward a fair resolution. I propose either an immediate termination of the contract without penalty due to the disruptions caused by *** or an agreement to honor the modified service terms agreed upon in August 2024, with no penalties or retroactive charges for the months the dumpsters remained unused. I value fair communication and reliable service and hope *** will address this matter in good faith so we can resolve the issue amicably.

    Business response

    01/31/2025

    Our sales manager has scheduled a meeting with the customer to discuss the situation further.  We will provide an update following the completion of the meeting. 
  • Complaint Type:
    Service or Repair Issues
    Status:
    Resolved
    The decibel level of the truck emptying dumpsters exceeds safe levels for residential homes next to the commercial dumpster being emptied. Modify this situation with safer equipment .

    Business response

    11/20/2024

    We have been in touch with the resident.  Our operations team has determined the trucks servicing this area are operating within manufacturer specifications.  However, we have agreed to switch to a different type of commercial container at this location, and subsequently different type of truck, in an effort to reduce the amount of noise generated.  Both the resident and IWS feel this is a suitable solution. 

    Customer response

    11/22/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,

    **** ******

    I am hoping that IWS will act in good faith to change the container and truck as promised.

    Customer response

    11/26/2024


    Complaint: 22547367

    I am rejecting this response because: 
    *** telephoned me to inform me that the change would take place this past Friday November 22,2024.  The change of container/commercial dumpster and corresponding Garbage Truck were not changed and no further information has been provided. I am requesting that the case remain open pending the implementation the *** proposed action plan.


    Regards,

    **** ******

    Business response

    12/03/2024

    The container was replaced on 11/27/24, which we have confirmed with the resident.  We called on 12/3/24 to follow up and left a voice message. 

    Customer response

    12/06/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,

    **** ******
  • Complaint Type:
    Product Issues
    Status:
    Resolved
    I cancelled my trash service with this company over the phone on 9/17 in order to stop it from being renewed for the 4th quarter. I was told it would be cancelled no problem, and to leave my trash bin out to be collected back from the company on September 30th. I did so and it was taken as expected. On 10/2 I was charged $140 for the 4th quarter after being told that my service would be cancelled. I inquired immediately about this over the phone and was told it was a mistake on their end and they didn't end my autopay, but they would refund me in the form of a check by mail in 7-10 business days. I was fine with that, but after 10 business days I received nothing. I called to inquire multiple times about it since then the past two weeks and each time I talk to them, they say they will either make a note in my account and look into it, they'll send it to the accounting department, they'll let a manager know, etc, and get back to me about it. They never get back to me, each time I wait a couple of days and call back and I get another useless unhelpful "we'll call you back" answer. I'm not sure what to do from here in order to get my money back that was withdrawn from my account without permission.

    Customer response

    10/30/2024



    Better Business Bureau:

     

    I had just filed a complaint this afternoon about a business and the issue has now been resolved, as I have just received the refund they have been dodging me about.



    Regards,
    **** ***** 

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    Iniitally we set up service with them end of September 2024. As per the agreement the waste was to be removed twice/ week. In the first 2 weeks they only picked up the trash the first day (3/4 remaining pick ups were missed). We called them to have the trash picked up on the missed days. However, only once did they send a truck to complete the pick up. As they were not providing the service we agreed upon, We made a decision to cancel the account and go with another provider. After multiple calls (where hold times are > 1 hour) speaking to representatives, we were informed they can not close the account without the sales rep. They were going to have him call me. No one called. I called again and finally spoke to a supervisor. She confirmed the account was closed and someone will come to remove the canister. Again, no one showed up. A representative gave me the sales rep personal number (Umberto ###-###-####) which I called right after getting of the hone with them and left him a voice message. He did not return the call. I called him again on the followed day Oct 4 2024. He picked up and was shocked that his number was given to me. He confirmed he will have the account closed. On Monday their truck showed up to remove the waste and left the cannister on the street (not in the enclosed compartment where the cannister is usually kept). When called the office, they said the account is not closed and I need to speak to a sales rep. It is now Thursday. I am not sure if they are planning to close the account or pickup the cannister which is still on the side walk). It is not our property and we will not be accepting liability for them. Please have them close the account and remove their cannister as we have already moved on and started service with another company.

    Business response

    10/20/2024

    We acquired the customer’s hauler in September 2024.  The customer’s account information was not imported correctly into our system, leading to several service disruptions.  The account has since been canceled, container removed, and the customer’s balance is $0.  There is no further action required.
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I paid their invoice ********** for $79.90 which covered 7/1-24-8/31/24 trash pickup. They only picked up on 7/5/24. They didn't pickup on 7/12. I called on a 7/13 and spoke with ******** and said if they didn't pickup on 7/13, I want my service discontinued. There was no pickup on 7/13 so I called again on 7/15/24 and spoke with Cairo. I told her what happened and to discontinue service and issue refund. She said refund would be $59.28. I didn't get any refund so on 8/16/24 I spoke with **** and she said ***** didn't put in my request but she would. After I checked my records I figured that 9 weeks divided into $79.90 = $8.87. $79.90 - 8.87 (for one pickup) =$71.03. I called 8/19 and spoke with ****** and told her I figured I would get back at least $70. ****** advised refund department and said someone would call me in ***** hours. I didn't hear from anyone so on 8/22 I called again and spoke with *****. He said he would put in my request again and someone would call me I said I called five time regarding this matter and I wanted to speak with billing department. He said he couldn't connect me and I would only get $59.28. Told him I would contact BBB and he didn't seem to care.

    Business response

    08/27/2024

    One of our supervisors contacted the customer on Monday, August 26th to discuss the matter at hand and apologized for the inconvenience and upset caused.  We have issued a full refund of $150.00 and the check was mailed on Tuesday, 8/27/2024.

    Thank you.

    Warm regards,

    *************************, Director of Customer Service

     

    Customer response

    08/30/2024


    Complaint: ********

    I am rejecting this response because:

    #******** - 2/23/24 IWS Supervisor ****** contacted and asked if I received $59.28 check yet since it was to have already been mailed out. I did not receive. She said that due to my inconvenience they would also send me a check for $150 because of all the problems I had. 2/26/24 ****** called again and asked if I received any check. I did not. 8/28/24 ****************, Sales Director, left voice message advising he told them just to send me check for $150 and apologized. ****** says I will get two checks and **** said one check to cover everything. I don't understand how a company can have such poor communication skills. In the meantime I have not received any checks since I discontinued service on 7/13/24.


    Regards,

    ***************************************

    Business response

    09/09/2024

    We spoke with the customer on 9/6/24 and agreed that two checks are due one for $59.28 and another for $150.  The customer has confirmed the check for $150 has been received.  A second check for $59.28 will be sent by 9/10/24.  Customer should expect to receive it within two weeks.

    Customer response

    09/10/2024


    Complaint: 22179697

    I am rejecting this response because:  I have not yet received their second check.  



    Regards,

    ***************************************
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I use interstate waste for garbage pick up services. There have been multiple instances in which the company has not picked up garbage on the scheduled days. They credit our account when this happens. Today they refused to credit and said they would get someone out tomorrow. Its very inconvenient with so many missed pick up days. Especially with animals/raccoons getting into the trash when its left out and littering the streets. Unacceptable to pay for a service that is not provided!

    Business response

    07/17/2024

    We are unable to locate the customers account based on the information provided. We have sent an email to the customer and left a voicemail, and will respond as soon as we hear back.  We are eager to work with the customer to resolve this issue.  
  • Complaint Type:
    Product Issues
    Status:
    Resolved
    On 9/26/23, I closed my account with them. On 9/29/23, I called to follow up re: when they would pick up their bins. The agent told me that my account was not closed and she would process it to close it and assured me that automatic payment would not go through. That same day, *********************************************, **************** Rep, called me to see if there was anything he could do to retain me as a customer. On 10/2/23, he emailed me reiterating the same thing and i informed him that I already arranged seevice with another company and my account not being closed as requested. He replied that if I changed my mind to reach out to him. On 10/3/23, I received a payment confirmation receipt. They had processed the quarterly invoice via autopay on my account despite the fact that it was closed. I immediately called them because my account was closed and I didn't authorize the transaction. I also emailed ****************************. That day, I received an email from *****************************, Accounts Receivable Rep, asking for my account number. Before I could reply, she sent another email stating, "cancelation request and refund has been entered." I sent a follow up email to her on 10/8, no reply. On 10/11, I emailed her and ****************************, no reply. I called on 10/13 and was told, a supervisor approved the refund request the previous day, a check was mailed out and I would receive it within **** business days. On 10/31, I called and the agent said he didn't see anything in my account, would reach out to another department and call me back, no call back. I emailed **************************** again, no reply. Over 2 weeks later, I still haven't received my refund. They stole my money.

    Business response

    11/14/2023

    The customer called to cancel their account on Tuesday 9/26.  The cancellation was processed on 10/3, after payment had already been made.  A refund was processed on 10/12, and check mailed via USPS.  However, the check has yet to be cashed, as the customer claims it has yet to arrive.  On 11/3, IWS processed a refund direct to the customers bank account and canceled the refund check from 10/12.  There is no further action required at this time. 

    Customer response

    11/17/2023

    It's rather pathetic that they felt the need to lie about what transpired and accuse me of trying to steal from their company. They never sent a check and didn't issue the refund on 11/3. A representative ******* called me the morning of 11/6 asking for my bank account number. When I asked her if a check was ever issued, she scoffed, hesitated and said she couldn't answer that and all she knew was that she walked into work and saw on her desk to take care of it. She said that the refund would be processed and returned later in the week. They returned the refund to my bank on 11/7.

    Thank you for assisting me in retrieving what they stole from me.

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